West Elm

Author: Kaitlyn Short

West Elm has been in business since 2002 to offer their customers choices in handcrafted and high-end home décor and furnishings. West Elm is a wholly-owned subsidiary of Williams-Sonoma and has a robust online presence as well as operating over 50 retail stores in the US, Canada, Puerto Rico, and the United Kingdom.

 

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The Good

• Navigation
• Registration benefits
• Full design services

West Elm's website and online catalog are easy-to-navigate. For those preferring a paper copy, requesting one is simple and done via an online form. Those registering with West Elm (free of charge) receive special discounts and notifications of promotions via email. West Elm offers full design services by appointment in their stores and design tips and tricks shared via social media channels.

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The Bad

• Customer service
• Delivery

When posing as potential customers, our review team found that the customer service agents were a bit short and not as helpful as one would expect, relative to the cost of the average product. Agents were less inclined to answer questions from "browsers" and seemed to only be interested in serious customers who were ready to purchase. If customers live outside of the listed "major metropolitan areas," delivery can be delayed and more expensive.

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The Bottom Line

West Elm's parent company (Williams-Sonoma) is well-known for their quality. Our review team is confident in recommending West Elm for your décor and/or furniture purchase due to their selection and strength of the brand. Their customer service was a little lacking when our team was posing as "browsers," but they did respond to all questions in a timely manner.