west elm — Local services in Oro Valley

This rating is based off the entire process of buying and receiving (well, still waiting to receive) a product from West Elm.

We bought a bed in March of 2022 and specifically chose it because it was "in stock" on both their website and their store inventory computers. We were told by the West Elm employee that delivery was only about 2 weeks out. In-store workers were friendly and everything in their showroom is very nice. 5 star for in-store experience. However that's were the good ends.

Our delivery date passed and nothing. 2 months passed and nothing. We called and they say they are waiting on a single part but don't know when it's coming and can't give a delivery date. 3 months passed and finally they say the product is ready for delivery. They show up on the day and realize West Elm didn't order certain parts needed to build the bed. We called West Elm and they have no estimate date for these parts to get here.

So here we are, going on 4 months of waiting for product that was "in-stock". West Elm may have nice items but the headache of actually receiving them is not worth it. There are many other stores that have similar products with much better customer service and delivery service. Go with those guys. You'll probably get your items before...

This review is for an order I placed onlline which arrived damaged and for which I paid extra for "white glove delivery" which was to include setting up the headboard on our wall (which is the only way it comes). After refusing delivery because the item was damaged, I was told by a customer service person that they would review the item and repair and reorder. I said NO I just want a refund including total charges. I was told they won't refund shipping charges even though item arrived damaged and when their guys got here - they said they could not install the headboard because they are "not allowed to." Asked to speak to someone who can refund the entire thing, got the answer "there is no one," then I asked to be transferred. After staying on hold for about 5 minutes - guy I talked with said it would take until Sat. (this is Thurs.) for them to figure out return, etc. At that time - they would take a look at the shipping charges. This is the third time I've had issues with West Elm and a Williams Sonoma company. I would advise you DO NOT PURCHASE anything from this company. Customer Service absolutely sucks and, clearly, they have zero quality...

I purchased several thousand dollars of bespoke living room and den furniture from West Elm. And did so with the help of my licensed interior designer. Selecting and purchasing the pieces and coverings was easy due to the vast array of options and the helpful and knowledgeable West Elm staff.

Because they were to be constructed to order I knew, and was prepared to accept, a few months wait. The pieces arrived on time, were beautifully constructed and packed for shipment and delivery, all of it in perfect condition and as ordered.

Courtesy to designers was VERY much appreciated and the service was top shelf...