Boston, United States
160 Brookline Ave
N/A
+1 6174509500
DeliveryIn-store pick-upIn-store shopping
Wheelchair-accessible entrance
Assembly service
I've purchased from West Elm in the past, but I'm extremely hesitant to ever give them my business again. I purchased an item to pick up curbside the other day from the Fenway store, as I try to avoid unnecessary shipping costs and am avoiding going into stores due to covid. I hadn't used the item yet, and today noticed it was nearly 50 less. I called the main customer service line and was told that they don't do price adjustments (which in itself is unreasonable to me, especially during the pandemic), and that I should call my local store to return and rebuy the item. I called Fenway WE to proceed with this, but the employee I spoke to immediately was annoyed, and told me returning and rebuying is "against the company policy" and is essentially a price adjustment. I tried to explain that this is literally what the main CS line told me to do, but she just repeated again that I can come into the store but it's against the policy. I said I did not feel comfortable coming into the store, and that I would figure out something else. I called the main CS line again and spoke to someone much more helpful, who said that she would give me a UPS return label to ship the item back. I am now doing this, and will not repurchase because I don't feel that they deserve my business.
like
We needed to place a large order for our new home so we decided to go into the store. The level of service we were shown blew us away. Not to mention how nice it was to see the furniture and feel the available fabrics. The staff is super knowledgeable and efficient. Highly recommend!
Avoid West Elm like the plague! This store's associates and managers do nothing but pep talk and have zero problem solving skills. What is more scandalous is that you, as a customer, have to follow up on the work they fail to do after they rip you off with unnecessary delivery charges, then they blame their system. My favorite interaction was what I heard from one of the managers "I was hired one week ago, so I am sorry I have limited knowledge"! I am not sure if I am supposed to sympathize or wonder why West Elm does not hire managers with enough experience or does not invest in training them to solve problems. They are only trained to pep talk. Save me the drama please and solve my issue! Here is my story: I have made an order of a couch, coffee table, and a chair. The coffee table and couch were delivered but not the chair. Don't ask me why knowing it is available in their warehouse. I have talked to four people so far over the past five weeks, and it has been in vain. I was supposed to get my chair Sept. 3-7. I ordered this particular chair (color and textile choice) five weeks ago on August 22 and did not custom made it because I was promised to get it Sept. 3-Sept 7. I paid for UPS, which was a rip off, because this was supposed to deliver with my flat fee rate. How unprofessional and uninformed they are! Then, when I thought the issue was getting resolved and I was promised a delivery between Sept. 20-22 (since there are 39 chairs available as I have been told in the New Jersey warehouse), I got nothing! At this point in time, I cannot wait any longer and feel so frustrated. They are a bunch of liars! I am not sure if you are aware, but I have been hearing many negative reviews lately from other people I know about West Elm and this particular store. I was planning they will be my destination for my next furniture project, but never never again!
Got the Tencel Duvet Cover - it dyed all of my sheets blue and would rub off on my walls, body and other pillows. Have been trying to return it for a month but they are only offering store credit on these things. Long time customer and will not be bringing my business here again.
I ordered 2 custom made chairs from the Boston Fenway #westelm . Delivery timeframe was 8-10 weeks. After 12 weeks, following-up with the store on a weekly basis I was told that the chairs could not be found or traced. They could resubmit the order and the wait would be another 8-10 weeks. They said this happens fairly frequently. Beware that your orders may just disappear without any trace.
False advertising that furniture will be ready when stated on the web. Ordered in Oct finally delivered in Feb but wrong fabric which had been special ordered! Spoke with so many staff who were all friendly but still issue has not been resolved.
Avoid West Elm at all costs. I purchased a dining set for over 2k in June and scheduled a delivery with west elm for August. They changed my delivery date 3 times without letting me know (I had taken days off from work to be home for the delivery). Their delivery window up until the day before is 7A-8P making it impossible to work on a day an order is to be delivered. A customer service representative hung up on me when I complained. Their customer service is deplorable and will give you the run around. I still have not received the order.
I will reenforce most of what others already said. Unknowledgeable and unhelpful staff. Will deceive you to get your money. Gf and I found a duvet on display that was perfect. I asked the staff “I want one exactly like this” and she showed me that the inside was 3 duvets in one cover. They want you to buy a duvet thinking it will be like the one in the display, but it is a lie. That’s not honest business, that is tricking people out of money. I said I don’t care, I want to buy it so give me 3 duvets in that cover. “Ok sure I can order that to this store for pickup.” I told her I would be back to buy them. When I came back she said “oh we actually can’t order them so you’ll have to order them to your place - shipping is 40”. So she wasted my time on coming back to the store and lied and was unable to help. West elm is deeply corporate America - lie, cheat, steal, trick and hurt others for their own profit
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