west elm — Local services in Town of Huntington

my experience with this store has been hot and cold. many times i didn't want to return because of the lack of help and rudeness... a few months ago i decided to give it another try - i went in and when the rep realized i was there to spend a lot of money (couch, rug, end tables etc) he was extremely nice and helpful! i left feeling like the company's culture must of changed since the pandemic and they were trained to be nicer and friendlier! well i'm back to my original thoughts. this week i returned. first person who helped me had no clue how to answer my questions so i went over to the guy who originally helped me with the couch - since i wasn't looking for such a big purchase this time he was less thrilled and helpful. i had questions about accents for my couch and other items - he was condescending and basically told me to look online! another girl also said look online - didn't check stock, didn't make suggestions like my visit a few months ago. well i'm taking their advice now - i will be shopping online or going to another store. it's a shame because all my friends and family shop at this store and now well they won't. the people who work here need to lose their egos and attitude and care for their customers - could use that company culture training i thoguht they had after...

I recently purchased a second sofa. I made a few calls to CS to request an exchange or refund. They told me they would notify me within 3 days. I had to call since weeks passed. I was told I could have a store credit minus almost $300 delivery fee. No thank you. Also, I was promised free design service from Huntington store as of late April. The designer, Karen Beck, asked me to provide detailed measurements and photos which I did promptly. She said she'd review and get back to me the following week if she needed anything. She never responded. June 2 she finally returned my third phone call to say she was too busy! Tried to blame me for not supplying a drawing! Told me I could use chat online for design service. HORRIBLE ATTITUDE and POOR SERVICE. Two friends had warned me to avoid WE. I only went back to buy a matching sofa to a previous one I purchased from WE....

Absolutely terrible experience with West Elm (160 Walt Whitman Rd #1120) —both in terms of product quality and their pathetic excuse for customer service.

We bought several sets of gold-colored silverware, each neatly boxed and clearly labeled “Dishwasher Safe.” Within just a few months, pieces began losing their gold finish and turning silver. So much for “safe.”

Tried speaking to someone at the store. The amount of condescending nonsense we got from customer service was impressive, even by low corporate standards. Actual quotes: “Well, you did use a dishwasher, didn’t you?” and “You’ve had it almost a year—do you really expect the gold to last?”

Seriously? In the 21st century, West Elm (160 Walt Whitman Rd #1120) knowingly sells silverware marked dishwasher safe—then blames the customer when it strips in the dishwasher? Total scam. Don’t...