west elm - Calgary

Do not recommend trying to order any furniture from here. Employees are not empowered to make any decisions to attempt to find solutions. They simply follow a process and “click buttons” to order items. We were requesting ship to store for an item and it was a very painful experience resulting in numerous calls to the store and various West Elm call centres around the world. Who knew trying to give your money to a corporation was so difficult? Eventually we moved on to a real furniture store (Revolve) who took initiative to find us a very similar product which happened to be locally made, higher quality, and at the same price. Wow. MESSAGE TO HEAD OFFICE - this store may require special assistance meeting your customer experience expectations. Recommend an audit.

Worse service I have ever experienced. I placed an order back in Nov 2021 for several things. They gave me dates for each item and some are already 4 months late but they have charged me and invoiced me 100%. Go anywhere but to West Elm. In addition, one of the things that did arrive (night stand) was broken and I had to take it back to the store. No matter what you do, I strongly recommend finding other options and be careful because they are part of Williams - Sonoma Group.

Worst customer service ever, I have been in a few times now and at first I thought it was a one off, but after being there 4 times on different times of the day, I have never seen so little staff being so pre-occupied with themselves not even to say hello. Funny thing their sister Pottery Barn at Chinook have way more engaging staff. I only go into the store for inspiration now but as of late that's been lacking too. So disappointing.

Cozy furniture showroom,great for folks who are into contemporary pieces but slightly on the expensive side

The staff in the Calgary store are very helpful. The company as a whole, not so much. Misleading information on the website. They tell you furniture will be received within 2 weeks and 4 weeks later you are still waiting. They "can't" process a cancellation and refund when the order is in "production" which seems to be a TBD timeline. Absolutely terrible customer service on their main line.

Terrible customer service. If I could give 0 stars I would. I will avoid shopping here at all costs. Tried to place an order for over a month and no one in the store could give concrete details on when items could be ordered and delivered. They promised pricing that wasn’t honoured and their system of keeping track is every individual sales person taking notes that they don’t keep track of so when you call in for an update, the next person has no idea what you’re talking about and even the person you spoke to before has no idea. They have no power to actually place orders, you might as well just order online and not give your money to the store because they cannot help you. The white glove delivery west elm has is absurd when it’s applied across the board for items that don’t need it. We ended up buying somewhere where they had the power to actually place an order, even if on back order, custom made in Canada, not an import that they mark up. I will pay more and even wait longer for this better quality and service, but it’s worth it. Be wary they’re not a real furniture store. We’ve bought other items at this store where the pricing was mislabeled and different at checkout (both higher and lower?), and a regular checkout took much longer than at any other competent store. They need to get their processes straight, especially for what is branded as “high end”. Multiple calls to the store because they say they’ll call you back and they don’t. I don’t complain very often and I’m quite patient, but this was the worst experience I’ve had in any store. I expressed my disappointment and all the lady could say was sorry but she couldn’t fix it. Horrible. They should be ashamed of the service they provide.

I had had a terrible experience with an I item purchased and ordered delivered to my home. It appears from the USPS tracking site that the item (a throw pillow) has not even left the West Elm warehouse. The person who finally answered the customer service phone number tried to be helpful but could not resolve the issue and her supervisors have not even reached out with an email. West Elm you have lost my business. From now on I will be shopping at Crate and Barrel.

I ordered a dresser in November that was suppose to be in stock late December. Over the next four months I had six 30 min+ calls with the west elm office in California to figure out the status of the dresser’s arrival. In march I received an email saying I needed to call in my cc information within the next 24 hours or my order would be cancelled. I called in right away (even it had already been provided at purchase). I then received an email saying that my order had still been cancelled. The sales associate I spoke with entered my cc info in their notes and not encrypted in the system thus the order I was waiting on was cancelled. After the sales associates still had no idea when the dresser would arrive I called to cancel the order in March. I was not refunded the entire shipping cost because my order also contained curtains and hooks. My local west elm store told me since the dresser’s shipping cost was over $300.00 I should add everything else I needed to the same order as it would be a flat shipping fee. I don’t understand how a company can sell furniture that doesn’t exist yet. The dresser still hadn’t been built in China when I cancelled the order four months later. At the end of the day I needed a dresser so had to buy one elsewhere even though I really wanted the west elm dresser. I had bought matching brass accents from west elm to go with the original dresser expecting that it would arrive within the window they gave me. I love your furniture but this has definitely been a frustrating experience.