west elm — Local services in Kansas City

Tldr; I do not recommend utilizing the “free registry advice” service offered at this store. Alison was extremely rude, unprofessional, and made us feel unwelcome in the store.

Background: As someone who works with the general public, I try and give plenty of grace to those working in retail (especially around the holidays).I have always loved the products and service at West Elm. My fiancé and I recently bought our first home and are ready to start putting a wedding registry together. I tried to book the “in home” design service and was told that due to staffing shortages, I needed to book an in store design session instead. I totally understood and happily booked an hour long in store session where we were told we would receive “personalized suggestions” for our wedding registry.

When we arrived for our appointment, we walked over to the design desk and found no one there. After a minute or two, Alison came out and immediately made it clear she was unprepared for our meeting and had no intention of helping us. She didn’t know our names, and hadn’t reviewed our registration information. She was basically scowling at us throughout the entire interaction, and seemed almost frustrated that we were taking up her time. We provided our wedding date (May 2025), and she proceeded to tell us it was too early for us to register.

I explained that we were aware that specific textiles and products may not be available when it’s closer to our date, but that we just wanted to get an example of what a registry at west elm might look like. She talked at us for five minutes re-explaining that it was “premature” to start thinking about a registry yet, and that we should wait until a month or two before we send out invitations to start a registry. I informed her that we are planning to send out invitations a few months from now, and understand that we may need to adjust the registry if certain styles go away. She suggested I “make a registry online, shop around the store, or book an in home consultation.” I found these comments incredibly condescending. I already had an online profile and am well aware that registering online is possible and had initially tried to book an in home consultation in the first place.

I expressed my disappointment that we made a trip in bad weather for the appointment, and wished that we had been informed ahead of time if it was too early to register, as our wedding date and details were in our registration information. She again suggested we could “look around the store.” and started getting angry with us. At that point, I was so uncomfortable from how we were being treated that we decided to head home. The service was so terrible that I’m no longer going to register at West Elm.

The following are the suggestions I have for the Kansas City West Elm design services If it isn’t recommended to register at west elm until a certain number of months before the wedding, that should be clearly stated on their website, or should be communicated before customers make a trip to the store. Allison needs to be reminded to show kindness and respect to all customers. The way we were treated was unacceptable. Come up with a template registry, or list of recommended registry items to share with those interested in registering at the store.

If you work for west elm, I appreciate you making it to the end of the review, and hope that my comments are helpful in making the store the best it can...

If you want to be talked down to by middle management and not be allowed to purchase items featured in the store then the west elm on the country club plaza is the place for you. One star is one too many.

I was directed to this location while looking online before actually making the intended purchase in store. The store had this product on the sales floor. The computer inventory noted 3 in stock. At this point , one might foolishly think they could pay for this item and leave with it. One would be wrong. Did you know that west elm middle management can just declare an item "display only" and refuse to sell it to you? True story. Come to discover these recently established "displays" were "just set for a corporate visit next week" so I was not allowed to go home with one. Incidentally, the item I wanted to purchase was a planter pot...not a large piece of furniture ...not a custom piece...a planter (because one usually needs to see a pot in a "showroom" before committing to the purchase!?) This can only lead me to conclude that the optics for a corporate visit supersedes a paying customer. I was directed to go back home and order the item online forcing me to incur shipping charges. To be clear, I was in store. I was ready to purchase. I was shocked to find the middle management approach of selective service and terrible customer service to be sanctioned by their corporate office. I now know this because I called the customer service line and apparently they can just deny you product if they want to declare it display only. Online indicated it was in store to sell, as did another in-store associate (who was legit wonderful and helpful) but evidently Joseph can look at you and make a different call. Does this seem right at any level?! This product apparently only exists to put on a good show for corporate visits while actively sending customers away. When I tried to address this issue with Joseph he refused "to discuss it further". He wouldn't even offer to have it shipped to store at no charge but did let me know shipping would only cost me $18. As I stood a foot away from this look-but-don't-touch planter in a perfectly set display, he embodied sales prevention. I am shocked he has been employed at this location for any length of time let alone the years I have seen him there with his consistently apathetic approach toward pesky and dispensable customers. I am truly astonished and disheartened that the behavior of this individual is acceptable, encouraged, and allows for him to be in position of power / authority for others to learn from.

I am not so naive to believe that my refusal to support such an establishment and company will negatively impact west elm, whose business model clearly does not value a paying customer, but the bar simply cannot and should not be this low. Take your money and your...

PSA

Honestly, worst customer experience for in-person shopping.

I bought some items for my own house, I typically buy for clients and staging at WE online. I used West Elm for clients in the past and recently started shopping again. Accessories and gifts mostly.

The holiday season was around and went to get things for my own house. I bought 12 short and 12 tall everyday green glasses and a $75 candle for myself, and some cushion covers for work.

I used the glasses and on the first wash I noticed a film (like dirty) that would sit on the outside, I inspect them closely and 3 of them were scratched. The green comes off, they're not green glass but have a green film that can't be washed clean. I can get better quality glasses at IKEA and Costco.

When I went in person, the manager's immediate response was that I was late (30 days for any claim, even if it's a defect) and they had no record of my claim (their online customer service doesn't connect with the in-store). I had made my claim online rather quickly but they told me I had to go to the store. I had a very busy season with work and travel so I just went in today. I know super late, but also I wasn't expecting a refund.

My expectation was at most I'd get clear glasses I could clean, so maybe a partial discount towards new ones? But mostly it was the acknowledgement that they were un-worthy glasses of West Elm.

I just want to know that if I buy somewhere, they stand by basic expectations. And if the onsite staff can't do anything about it...then an "I'm sorry they're such horrible quality, I'm sorry our system is lacking in communication and you only have 30 days to make a claim for defective items" would have done it.

Instead, being indirectly accused of lying, not fun. I pass.

My advice: buy online. I want to help in-person businesses but not worth being upset or having to go back to the store for a claim.

Or go to Crate & Barrel excellent service there, every time....