I went to visit your King of Prussia store to view the furniture I want to purchase. Before I went I searched the furniture on your website. The website says “The product is on display at this store”. I go there and the furniture is NOT on display. Besides that, the customer service was pretty nonexistent. No one greeted me, or asked me if I needed help until I stared at a rep. She finally asked me if I needed something. I felt it was because I was a person of color. While I was waiting for help I watched your sales person offer someone else help in the most chipper voice. I did not receive that same greeting. Your rep who finally decided to help me seemed annoyed and bothered to check the stock room when I asked why the website said the desk was there if it was not. Overall, this was a bad shopping experience. I was ready to purchase, now I don’t believe I will spend my money with this company.

Do not shop here unless you absolutely HAVE to have something. The employees NEVER greet the customers when they walk in the door, usually it takes a good 10 mins before they even acknowledge your existence. When they do acknowledge you be prepared that you won’t be able to buy anything from the store unless it’s in a box or in the clearance section. They are now treating this store like a showroom with displays only, plus they will not give you free shipping if you have to buy it from the website. Also, if you open a box on the floor (you know, to see what color it is) they will “kindly” remind you “we are in a pandemic we ask that you don’t open boxes.” I can’t handle these snobby employees anymore! Go to Crate & Barrel where you will be treated like a valued human!

Debbie, my sales associate, was lovely and I had a fine experience ordering with her. The customer service after buying thousands of dollars of furniture was awful. Wrong delivery times and addresses, emails with incorrect information, different incorrect information over the phone, and phone transfers from customer service to scheduling and back multiple times. The right arm doesn’t know what the left arm is doing. Maybe shipping to store is better but I would not recommend dealing with West Elm’s customer service.

I have worked in the luxury customer service industry for close to 20 years and I am extremely disappointed with the lack of attention and follow up I received specifically from this location. I am a cardholder of the stores in house credit card. I have had difficulty claiming and applying rewards to my purchase. I have reached out to receive follow up from the stores regional and upper management team on multiple occasions with no success. I was declined the opportunity to make a purchase of an item at the listed price.I was told that I would receive a delivery in March which still has not arrived. I have received no updates or follow up from the the store on this purchase which occurred in January. I committed to purchasing my bedroom furniture at West Elm over the holidays. For that reason I planned and obtained a line of credit. My experience has been substantially below my expectations and my patience has expired. The staff and managers should be ashamed. I have worked at a competitor in management and I can confidently say that the level of service there far exceeds that of West Elm. I hope someone takes the time to read and react to this review and actually follow up. My name is Jason Smith. I have an open undelivered order from King of Prussia. Please reach out to discuss. I have been extremely polite. But do not confuse my disposition with my level of satisfaction or patience as it grows thin. Future feedback will not be so polite and professional if I don't receive immediate results.

I took my mother to this location on Jan 22, 2023 and we had no customer service attention at all. We had been looking for a lounge chair, couch and ottoman for her home. I was going to get it as a give for her . As we entered the location not a single person greeted us or asked if we need anything. Although guest that entered the location after received immediate service. Hmmm I wonder why 🤔? After meandering around for 20 minutes we decided to take our business elsewhere. Ended up at Arhaus where we spent $10,000 and received wonderful service. Thanks to that awful service we found our new location to get all of our furniture needs.

This was the second time I bought something online and picked it up in store. Both times, I bought a 30-40 lb indoor planter. When I picked it up the first time, the people in the store just handed me the box and essentially went back to what they were doing even though they could see I had both of my children in a stroller and no other means of carrying a heavy box. This second time, they didn’t even give me a box for the planter. The guy literally gave me the planter as is, loose with the pot and the pedestal. I asked for a box because the guy probably would not have given me one if I didn’t ask. Then, the guy leaves and his coworker takes over and she was going to let me leave with the planter in an OPEN box. I had to ask her to tape it up because the planter is obviously a fragile thing. When I voiced my frustration about having to carry a planter loose, the woman said customers buy loose things all the time. Do they buy heavy objects loose all the time? For a store that charges so much, it is disappointing that west elm doesn’t seem to invest in competent employees. Never picking up in the KOP west elm again and if I were you, I’d do the same.

The sales lady was super helpful, efficient and answered all of my questions. She helped me choose great pieces of furniture and outstanding chairs. I will use her services again.

Terrible experience. Bought a bed for a crib. Pushed back the shipping date at least 4 times. Called the store, called customer service and apparently no one knows what is going on. I will say everyone was nice but clueless. And that doesn’t get me the mattress I ordered 2 months ago. For a large company they have an awful system. Eventually I just canceled and bought somewhere else.

Horrible customer service. I am glad I did not make all my purchases here. I am also glad that places like CB exist which they are there to help you and correct any mistakes they make. My experience with WE is horrible as they cancel some or delay deliveries of some items but they dont help you correct their own mistakes. They don’t wave the fees nor they give you any credit for their own mistakes. I will definitely refrain from buying other subsidiaries like william sonoma, pottery barn and so on. Wish they valued customer lifte time values!

Terrible customer service. Constant delays and wait times with no insight into the actual order progress. Of the 5 items I had delivered, 3 of them were broken or damaged or put together incorrectly by the "white glove delivery" team. Getting anyone from customer service to reply to an email or a phone call is a nightmare. They go weeks without an update and you have to constantly hound them to get anywhere. Would not recommend dealing with West Elm. Avoid the headache!

Great experience today with Angel. I usually go to the location on suburban square. I will be coming to this location at the King of Prussia mall from now on. Thank you for going above and beyond.

Design associates at this location are fantastic; however, shipping times are abhorrent. Placed an order for furniture over a month ago and we still do not have an accurate delivery time window. UPDATE: Still waiting. We are at one month and 16 days since we placed the order.

My husband and I went in looking for furniture and were completely ignored. There was a salesperson on a computer, we asked for service and she pointed at a sofa and said there. That was it. The end of service. Terrible!

I ordered a bed on November 11th. Today is February 6th and I still do not have the bed and cannot get anyone to tell me why there is a delay. Customer service is awful. No one returns calls. I will never shop here again or recommend this place to anyone.

Fraudulent business practices. Purchased two glass and wood centerpieces that they had on sale for 50% off. After getting them home, we realized they put a more expensive sticker over the previous sticker to jack the price up for the sale. This is illegal and certainly unethical. They’ve lost my business forever.

The store and customer service within the store is fine. I would caution anyone who had any interest in ordering a large piece of furniture. The warehouse notified us the day of delivery that they could not locate the second piece of our couch. They indicated they would contact us in 72 hours if they located the piece. They never called. We followed up twice with no success. We eventually requested to cancel the order. Two and a half weeks later we received a refund. They didn't refund the shipping or delivery charge. A nightmare and not worth the overpriced sub par quality.

The employees here are miserable and have disgusting attitudes. Ill only shop online from now on.

Utterly disappointed by the service. I had ordered a glass top dining table in 1st week of November. Initial estimated delivery date was 3rd December, first time, delivery folks came to deliver dining table without glass top. I sent them back saying I want the whole delivery as it looks so odd to have dining table without the top. Now the estimated delivery date was changed to December 23rd since glass top was not available at the delivery center. Fast forward, I called the customer service on december 20th to confirm if they will be able to deliver the table on 23rd. I got some lame answers around estimated delivery dates. After lot of struggle and argument, they finally replaced my glass top and scheduled delivery for 27th for the entire dining table including glass top. Today 27th december, the delivery truck is out again to deliver my table without the glass top and upon calling delivery team, they confirmed the glass top is available but not in the delivery truck. Initially gave me a date for 2nd jan for delivering everything together. after I got angry, they changed the date to 30th December. There is no point of me being angry on the delivery folks, they are just doing their job,but if west elm maintains the professionalism and SETS THE RIGHT EXPECTATION WHEN CUSTOMER IS BUYING THE PRODUCT, then we as customers don’t have to struggle so much for the product we payed for. I could have bought the table somewhere else if the delivery involved this much hassle. West elm got to address their issues promptly. Now I am waiting for my product to arrive on december 30th.

Debbie was so helpful in answering all my questions, getting me many different fabric options and looking into what would go well in our space, as well as following up! Highly recommended! They’ve got great furniture and lots of little pieces to make your space feel new and fresh!

Superb service. Would recommend this home furnishing location for anybody who wants a delightful and extremely supportive staff