west elm

Carole Swanson

2024-02

My husband, daughter and I visited West Elm in Des Moines last Saturday and spent at least 20-30 minutes looking around without any acknowledgement from one employee, absolutely 100% ignored (must have been 5 employees working that evening). I had a complete different experience there last year but can assure you this will be my last time at this store and probably as a West Elm customer. Super shocked at the lack of customer service and friendliness ☹️

Marge McCullough

2023-12

I've never been blown off as a customer with such speed as I was today by West Elm. I spotted a sofa (the Paige) online and wanted to see it in person. I don't make $1500 commitments to buy upholstered furniture without seeing it first, and in this case, sitting on it. I called the local store and asked if they have the Paige sofa in their show room now. "No,"I was told, "you just have to order it and see it when it arrives." Does anyone else think that it is absurd to have a large piece of furniture delivered to my door--to see if I want to buy it? (Not to mention the environmental impact of such practices and the waste of money on salaries, fuel, etc ). West Elm must be rolling in money if that is routine practice. They certainly don't need--and won't get--my money.

Laura Wilkens

2023-09

Very lucky to have West Elm in our smaller city. The styles are modern and contemporary which I love, and they always have new product. The people there have always bent over backwards to help me, and I go in there often. Its' just a gorgeous store and grateful to have them here to keep us STYLIN' in Des Moines and the region.

Justin Brady

2023-05

Fantastic furniture but terrible to work with. We really do love the furniture but the process to get it is awful. You will pay through the nose on “shipping and handling” for any item you buy and wait 2-3 months.When our item finally came, it was wrong. So we had to wait another month. They act very empathetic but don’t actually make it right or help in any way.Bottom line: if it’s not stocked in the store (it’s highly unlikely it is) you’re going to pay 10-20% more. Good luck kids.

Raul Canahui

2021-05

I went into West Elm looking for curtains and ended up buying this beautiful area rug for my living room. It was a wonderful suggestion. I will have to go back for the curtains very soon.

Erin Reichert

2023-05

Updated to one star: I have now had to call WE customer service back multiple times, spending hours on the phone because they cannot seem to figure out how to return my money to me. I returned the last of the table (the base) Feb. 27 and have yet to get my money back after calling in March and now three weeks later, on April 11. This is absolutely unacceptable and ridiculous. Never have I had a worse experience where I was spending over $2000 on one piece of furniture.I have been a loyal West Elm customer for years now and have been so disappointed in their customer service lately. I initially purchased all new living room furniture and art from them in 2020 and had a great experience with an in-store designer who was so helpful and stayed in touch as I waited for delivery. (She even checked up on the order to see about having items sent out as they arrived vs. having to wait extra months for the full order to be delivered.) She must be a unicorn because after I placed my most recent order for a new dining room set I have had no help from the store. I placed an order in January 2022 and started with a 3 month wait for my chairs and table. Since then I've had THREE marble table tops show up cracked and broken. I even called the store after the 2nd one showed up broken and there was nothing they could do and had not heard of any issues with the table. I then had to wait another 3 months for each new one to be reordered and redelivered. So it is now over a year later and still no tabletop because they don't seem to have very good internal communication to ensure this does not happen to their customers. So I now have given up and will ask them to process a return so I can get my money back. I am beyond frustrated and disappointed. I would definitely look elsewhere until they get their customer service back up to the level it should be at, especially for the cost of their furniture and delivery charges. Also, notice there are no product reviews on their website. This product issue could have been caught and warned off others if we could share our experience with their products in real time.

Adam Walker

2023-05

Buyer beware I got a rug ordered from here on display and when it arrived it looked like a completely different wrong, different color scheme. The worker recommended this rug but they must have switched how it was made because the rug I thought I was getting is not what I got. The first rug pictured is what is in store and the second picture is what I recieved. Customer service people are nice but it will be a headache to return and only offer a check or merchandise credit. With how expensive the place is you would expect to get what you actually pay for. Also expect for shipping to be delayed for store pickup

DODJI ANANI

2019-05

Right across from the City parking garage East 2nd. Furnitures store, come and check it out, don't rely on just my words, you won't be desappointed, I guarantee.

Ashley Palen

2023-05

My husband and I went in to the DSM store in March and purchased a bed (no mattress) $2600. Was supposed to ship in April and we’ve had that pushed back 3 times now and still no bed. They also happened to have nightstands and a dresser we wanted, so I went in today to order those. The customer service was awful. 2 employees saw me looking at some items and not either the dark haired lady or a man that works there offered to help me, asked me if I had any questions, nothing. Snotty & rude. I ended up seeing a lady in the back room stocking shelves & asked her if she could come out and help me. She did. But the other 2 need to come off there high horse. We’ve spent $5,000 there in 2 months, and although they have more I wanted to purchase we will take our business elsewhere.

Erin Rundall

2023-05

Looking for a little drink table. Not a lot in stock so limited cash and carry choices.Lots of designers staring but not acknowledging anyone for fear of being asked for help - I assume.That said quality materials, great floor design, and when the one floor employee came to assist she was wonderful- they need more staff

Julie Flores

2023-06

Pricey, but I love the mid-century modern style. Quality is evident. Poor delivery service. If you don't mind hassle and waiting, the end product is wonderful.

Koree Deering

2022-05

I ordered a mirror on February 15th that costed me $500, $200 of which was shipping. It is now March 23rd and my order hasn’t been delivered. The delivery date continuously gets pushed back. It’s currently set for April. $500 on a mirror and it won’t be delivered for AT LEAST 2 months, really??? When the original delivery estimate was a couple weeks. They won’t let me cancel the order until it’s delivered and then I just have to return. Told me I won’t receive a shipping refund. So I will have to lose $200 because they can’t deliver their products on time??! Won’t be buying from this awful business again.

Gabi Wilson

2021-05

I was very disappointed in this location’s lack of basic customer service skills. I had recently purchased a set of West Elm wine glasses online and I had broke one glass accidentally. I looked to see if my local Des Moines store had the glasses in stock Online and they did and so I went to buy a total of 5 individual wine glasses (1 single glass and another set of 4). I did not see any on the shelf and had to find an employee to help me see if there were any in the back. Their inventory was set incorrectly and she first told me there were 8 glasses in the store when there in fact none. She told me I would have to order them online and I would have free shipping If I spent over $99. I asked her if I could order them to the store and pick them up and she said that would not be possible. I asked when they would be shipped into the store and they said they were not going to be receiving that particular glassware in soon and didn’t know when they would be getting it in next. I then asked that I only wanted one wine glass and a set and I could not order just a single glass from online. They then looked up the numbers of stores (outside of the state) so that I could look into it myself. I live an hour away and drove to this location specifically for these glasses and if I were in any other store, the store would have ordered these glasses in for me for in store pick up, would have secured a sale that evening and would have made the shopping experience convenient for their client. They have not only lost this particular sale this evening but the company has lost my business for lack of basic customer service.

Amanda Struse

2022-05

went into the Des Moines store on February 6th to exchange an item I had received as a Christmas gift. I don't live in Des Moines, so I came in as early as I could to make the exchange. However, I walk into the DSM store with my item in a box from West Elm and explain I want to exchange a gift and I don't have a receipt. Although the item I wanted to exchange was still for sale in the store (I visually verified they were still for sale before I went to the counter), the women behind the counter didn't even look in the box, had no idea what I wanted to exchange, and simply said holiday returns had to be completed by January 31st. I realize things go on sale after the holidays and would have been perfectly happy to exchange at the sale price, but that was not an option either. I've purchased a lot of West Elm over the years and have had quality issues with many. I think I've finally learned my lesson. . .

Megan law

2022-05

Terrible experience!!! It took 3-4 months for item to arrive, months after projected arrival date. Item was very heavy and decided to return it. Link to printing shipping label didn’t work and had to call customer service. Got return shipping label at 31 days and not 30 days and told I would receive full refund. Just got store credit. Called customer service and was on phone for 1 hour for them to tell me the first person misinformed me and they can’t follow through with what they told me originally. They do not care about their customers.

Charity Richardson

2022-05

I ordered a sofa with chaise, the wrong sofa was shipped. No big deal, I called to speak with customer service and after being on hold with various representatives for over an hour was told I'd receive an email. I called after getting email, was on hold another 20 minutes, the representative was working from home and had a crying baby in the room with her. This went on for a number of minutes with the baby crying in the background, at which point instead of placing me on hold to tend to the baby, she hung up on me. This is so unprofessional on so many levels, there are no words. Now I've wasted hours dealing with a mistake made by West Elm to begin with, dealt with horrible customer service agents and continue to wait another month for the correct product to be shipped.

Scott Hayes

2022-05

Very nice modern furniture store. High quality material. Staff is friendly and helpful. Store has limited inventory compared to other locations I have visited so you can’t see everything that you might wish to purchase. Location in downtown Des Moines is convenient.

Colleen Riker

2019-05

The staff here is honestly terrible. Every time I’m here, I’m just ignored while 2-3 employees stand behind the counter and chat. If I am by some miracle approached by one, and I attempt to ask questions, I just get a few “I don’t knows” before they shut down completely and walk away from me. As someone who works for pottery Barn (same parent company) this kind of employee attitude just wouldn’t fly at our store. It’s a huge disappointment in customer service, hence the one star. Multiple times I’ve shown up ready to spend $1000+ (this store is not cheap), and no one has the time of day for me, so I end up purchasing online or elsewhere. It is nice to have the local store for swatches and to look at things in-person first, but almost not worth the trip since the people suck.

Kyle Holleran

2019-05

Had my car towed out of their customer parking 2 and a half hours before they were even open. My family has bought a lot of furniture from here. How about you be a decent human being and maybe leave a note and call it in when you open. Will no longer support this terrible company.

Roni Swift

2022-05

Really like the style of this store. I wish the website was more versatile. I picked a color and wanted to know which sofa I could get, but the site can't be searched that way. Not a fatal flaw, just a preference.

Luke Bennett

2019-05

It is nice to have a West Elm locally. Through talking to them, I have learned they have a local offsite warehouse with a larger selection. When ordering things online, there is a pretty steep shipping fee, which could be potentially be avoided by calling the local store and checking their offsite stock first. Most of the web specials are not stored in their offsite warehouse so you still have to pay shipping. If you are ordering a regularly priced item, it is definitely worth checking with them. I know other West Elm stores have Instagram accounts where they post the local discounts, if this one doesn’t have an account, they should add one.

Wade Johnson

2021-05

I ordered a package from West Elm... The package was quite large weighing 250 pounds. I have to come to Des Moines pick up the package and load it in my vehicle all by myself because of COVID-19. I'm pretty darn sure COVID-19 is being used by West Elm to have terrible service.

Jarret Coon

2019-05

As a actual customer of this store. The staff has always gone above and beyond for me. I love my my chair and couch. I'm actually writing this review right now because I just saw a negative review talking about how they we're ignored and the staff is terrible. I can assure you that that is not the case at this location.

Amanda Missavage

2023-09

My husband and I walked the entire store without a single hello! Walked right by the check out and still not a single word. Super disappointed ☹️

Cynthia Golden

2020-05

This is a fantastic store that has a lot of mid-century inspired items. A lot of the furniture is made with responsibly harvested and sustainable products. The furniture is also fair trade, so I know that the people that made it are receiving a fair wage.

Tej Dhawan

2019-05

Great new addition to east village. I appreciate their inclusion of local des Moines artists. I wish the staff were friendlier to those of us who don't look 'hip enough' to shop there.

John Thompson

2023-05

Excellent experience! Very efficient and knowledgeable. I've always had great experiences at West Elm!

B Rice

2019-05

Sophie was so helpful and so easy to work with. We got the couch we wanted and had a great time getting it! I would recommend this place to anyone.

Joseph Wilson

2023-05

Good luck getting your item in 1 piece. Poor customer service.

Jim Cossitt

2024-01

Good selection and service