west elm Outlet — Local services in East Lampeter Township

This review is for West Elm as a company and does not reflect the employees in any way.

What a weird pile of overpriced junk. And I don't mean that in a hyperbolic way, they're selling literal junk and it is, in fact, overpriced.

Nearly everything here is damaged in some way. Some of it is floor model stuff or remnants of retired SKUs meaning if you need exactly one chair that you'll not find a match for then I guess you can grab one of those.

But the damaged stuff is unforgivable. Drawers with broken hinges or slide, gouges and chips out of door faces, things that make the furniture non-functional for crazy marked up prices.

Then we get to the actual problem and it exists within all West Elms not just this outlet. The quality is atrocious. Its like fast fashion but with high end price tags. You are buying veneered particle board. Its Ikea quality except its thousands of dollars for a table and chair set you could get pristine and brand new and made of hardwood from an actual furniture store. One particular egregious example was a generic beat up office chair... for $1300. That's Herman Miller professional chair money. And this is a dinged up caster chair that you could find similar ergonomics on Amazon for $50.

This quality creates an additional problem for anyone shopping at this outlet because none of their furniture is repairable. Its all veneer and particle board. So and ding, crack, or busted shelf is just literal trash that is unfixable.

This place is highway robbery. They are charging you for their trash removal. Go to an antique store and spend the same amount on an actual period correct MCM piece if that's what you're after. It will look better and...

Really really discouraged of shopping with these folks ever again. My wife spent 2 hours pulling together items from the sales category on their website for our new home and the items were also listed as clearance items receive an extra 50% off with code EXTRA50. However when she finally tried to check out it would not accept the code and there was no sales price. We contacted customer assistance and spend another hour and a half with three different customer assistance reps and a supervisor who said that even though it was listed as a sale item and also a clearance item that because the price didn't end in .99 or .97 it was not considered a clearance item. No where did it ever mention or note that these were the conditions. A little, little asterisk at the very bottom of their opening first page does mention it with no reference anywhere about the specification - took 3 assistances working on this to discover this wee little asterisk. Even they agreed this is very misleading and were apologetic. And there was no comment about it being a sale item either and that we were going to be charged full price - even though at numerous locations on their web site it is considered a sale item and also a clearance item.

So this is most definitely false advertising and very very misleading - pulling us in with falsely advertised lower prices but then in the end no sales price and definitely no clearance price.

Really really bad business for a company that we are new to and were hoping to purchase from in the future also. Be very careful when dealing with these folks for they are not forthright and purposefully will take advantage of...

I will never shop at this store again. The customer service is horrible and the manager is very rude. On 6/14/2021 I saw the 88” Dennes leather sofa on their Instagram page and called the store to put it on hold. I immediately proceeded to get a truck and drive 2 hours over to the store after work (the total trip took me over 4 hours on a work night). I called a hour before I got to the store to confirm the couch was still there. When I got to the store, it turned out that the person who placed it on hold did not realize they had 2 couches of different sizes at the store and accidentally put the 72” sofa on hold. The couch I requested to put on hold was purchased shortly before I got there and was wrapped up in the back of the store. When I voiced my frustrations to the manager, she simply told me there was nothing she could do and that most of their customers drive long distances to purchase furniture. This comment was extremely insensitive and rude. Before I left, the manager attempted to rectify the situation by filling out a hold form that would notify her and her team to personally place this model of couch on hold immediately if it they ever received it back in stock again. She said they would call me and allow me to hold the couch for the entire day for the inconvenience. In addition, she also promised a 10% discount on top of the already discounted price. Well that couch is back in stock as of 7/19/2021 and as you can imagine I was never notified by West Elm. The manager knew I was upset and lied to me to get me out of her store. I will never return to West Elm and will tell everyone I know not...