West elm

Staff are scruffy and rude and you'd be hard pushed to find something not dusty or damaged.. For a supposedly high end store the staff are woefully inadequate. On a recent visit to the store whilst I was browsing 3 members of staff actually pushed by me without an excuse me or sorry. I waited 10 minutes to be served at the till as the staff were too busy chatting and laughing. then the girl that did eventually make it to the till treated me like I had serverly put her out. She didnt have the common sense to wrap breakables and I had to ask for this to be done.. John Lewis for me in future where the merchandise is clean and damage free and the staff have manners and appreciate the business.

Customer Service at this wonderful store is second to none. We would really like to recognise and thank Johan for his amazing service, thoughtful generosity and willingness to please. Unfortunately one of the Bentall Centre porter staff damaged our ‘mint condition’ chair on the way down from the shop floor to the loading bay and once again, Johan was quick to come down himself, rectify the matter and help us load the chair into the car. We really love the brand and the incredible service. Would definitely visit Kingston upon Thames just to visit this store and their incredible staff! Mrs Greenwood

The products are fine, but the people who work there are pretty bad.
Like this manager (Ivy) she had a really bad manners with me and with some friends of mine.
And I have to say that once I had a problem with (Yohann) I think is the manager... he’s too fake and with bad manners as well...
I'm not going to buy there anymore!

Ordered dining chairs in June and was informed it was around 1 month for delivery, its now middle of September and after numerous calls and trips to the store we are still waiting. On our last visit the manager stated the chairs were in stock so there is no reason why it shouldn't be delivered, this was a month ago. Constantly chasing them, its like they are not interested in resolving the issue, and no form of good will offered, not even free delivery. If you're in a rush for your products, not the best place to order from, lets see if and when I actually get my dinning chairs. Don't like writing bad reviews but I think i have been more than patient.

OK, update, there seems to be a computer glitch with my order due to West Elm moving their warehouse. My order was stuck in the system and the IT department couldn't resolve the issue. I have now had to place a new order so I should hopefully have my chairs this week, its been a long wait, but I guess its worth it as the products from west elm are great. I would have given them 5 stars if it went to plan from the get go.

Some members of staff are not very nice or helpful.

I have recently returned one of the lamps I bought in West Elm. It was in its original box and never used. It was exactly a day after I purchased it. The sales assistant was very suspicious. He asked me questions why I am returning it etc. When I said I had changed my mind, he unpacked the lamp and inspected it VERY thoroughly. Suddenly, he found something and said that it looked like the lamp shade got broken. I was shocked because I bought two of these lamps and the one I was returning never got unpacked by me. I had to explain it to him that the lamp shade simply has this original shape and it's not round but it has a cut in plastic to fit the stand which may look like it's broken but it wasn't (picture attached). I felt very awkward despite not having done anything wrong. He never apologized for his mistake. Not the best customer service experience.

On another occasion, I was browsing and another member of staff approached me. I asked her to help me with a few items I was intending to buy. That's when the phone rang in the shop. The assistant went to answer it, which is ok, but even after she finished the phone conversation, she totally ignored me and never came back to help me despite seeing me standing there waiting for her to come back.

I like West Elm products but the quality of service in Kingston shop should improve.

I bought an item (Metallic Ginkgo Wall Art) from west elm online.
After 5 hours ordering the item online, I tried their customer service to cancel the purchase, their team confirmed order is cancelled, no payment from me.

But after 2 days, the item is delivered to my home by UPS in surprise. I phoned their team again, they said there is no way to stop the delivery even they put a cancellation request in their system. And the transaction has gone through on my credit card.
They order a UPS pickup/return service to send item back to factory, then they can refund me.

But the return UPS service has never been booked, after I phoned them 5 times.

Really really bad customer service, waste of time!
Now the item is still with me, no one from UPS came to pick up, I am now in a loop with UPS!!

Don't recommend to buy anything from West Elm, bad service, bad products and bad experience.
Buying at west elm turns out to be time-wasting experience.

Went in to buy bed sheets, walked up the stairs and looked at the sales women in the eye and she ignored me. She then left me alone upstairs, so I left and went somewhere else! Even on my way out I was ignored by two other members of staff. It was only me and one other person in the whole shop! Absolutely disgusting customer service.

They have the best customer service. I bought all of my furniture and house accessories from west elm as it is my favorite brand and design. Tomasz is such a good manager , he is so supportive and you can make sure he will do his best after your shopping when you need help or support.