ONLINE ORDER REVIEW: it’s a joke dealing with this company. I ordered 30+ items totalling 5-figures and I have so many damaged items, broken items, incorrect items and missing items it’s a JOKE. Then I have to go through the headache of packaging and returning these items to get the items I PAID FOR!!! I also paid for shipping… so shouldn’t they come pick up THEIR MISTAKE?! Also, they sent me items I never ordered, nor paid for… the CSR said “I’m sending you a label to return these items separate from your damaged items or we will charge you”. So, my honesty is rewarded with a threat?!? I intended to return the items, hence why I even bothered to be HONEST ABOUT IT IN THE FIRST PLACE!!!! I honestly despise their customer service. Being treated like I’m at fault, when West Elm clearly has HUGE quality control issues at the supply chain level is not only insulting, but incredibly bad business practices. I understand that mistakes happen—human error—and I have zero issue with boxing up the 8 damaged items I’ve received (thus far—a little under half) and hopefully getting my missing items… but to be treated so awfully on top of the incredibly inconvenience is just too far… Once the last of my items come, I will no longer be a PB/West Elm client… which is a shame as I have multiple homes and have spent tens of thousands this year alone…. By comparison, I have had nothing but excellent customer service from Crate and Barrel … they can have my business.

If it was just of the furniture itself, I would give West Elm 5 stars. Unfortunately, the quality of its service is not up to par with the quality of its furniture. We received contradictory information many times from different employees, leading us to lose time and make unnecessary visits to the store. We were also promised a discount for an open-box item, and they retracted that offer last-minute, and asked us to pay full-price for the item even though it was open-box (arguing that at least we're saving on shipping fees). Speaking of shipping fees: Did you know West Elm charges customers for shipping fees, even if the shipping is from their warehouse to their store? Their store is more or less a showroom (most items aren't stocked there), and you have to pay for them to ship anything from their warehouse, (whether it's shipped at your place or at their store). That's effectively a hidden fee, since there's no way to pay only the amount shown on the price tag. I feel like this shouldn't be legal.

Beautiful product but terrible service. Ordering online is blocked in Quebec. so I decided to go and buy at the store. Item was not available at the store and to order it you need to add an extra for a delivery. Delivery and pickup at the store is not available. Sellers say that delivery is mandatory for an item they don't have in store, like a small table that you can put in your vehicle.

This store has amazing quality products, too bad we can’t say the same about the service. The staff is so snobby and judgemental, they won’t even look at you if you don’t fit the image of clientele they are looking for. I was in there to buy a specific item and ended up leaving and ordering it from their online shop because I didn’t want to deal with being judged anymore. Honestly, if I could have found what I was looking for anywhere else, I would not have given this company my money. That being said, I really do love the products I bought.

Nice furniture and decor, a bit on the pricey side. What’s nice it that they support local Montreal artists, one being Lysa Jordan, so even though they are a worldwide company you can still walk in and purchase locally made original artwork.

Stay away from this place! Your order could be lost, and after more than 2 months, nobody solve the problem, worse customer service ever, they promised to call you back and never happens, we need to keep calling.... more than $500 is the price of this lamp.... staff is friendly ..... we're still waiting

Beautiful store ! If you are looking for aesthetics for your place please try this out . They have a selection of Beautiful linen , lamps , ceramics and furniture’ The staff is great and helpful

Nice furnitures but the shipping options sucks... I had to buy the night tables separately for cheaper shipping fee (30$) and cheaper at the end by a little bit.if not, buying the set would be cheaper but the shipping fee is 329$...doesn't make very much sense...

Absolutely brutal online ordering. I’ve ordered from literally other countries in different languages and it’s easier. I ordered a bedding set of sheets and duvet for 1000$ six weeks ago and still don’t have it all. Instead of sending it out as one package it’s came pretty much all individually, and charges the 15$ shipping fee for each package instead of holding it together and sending it as one package. So to add insult to injury I’ve already paid 60$ in shipping for 1000$ sheet set, It’s a joke. Worst part is my phone randomly is blowing up at 2am, 4am..multiple nights and weeks apart with random charges to my PayPal from ‘Williams Sonoma’ their parent company, and multiple ongoing emails of separate tax invoices..it’s the most inefficient backwards system and is impossible to track, follow or understand. Now, I have to wait god knows how much longer to receive my final piece before I can return it and then once I do ‘wait 10 business days’ to be refunded(minus the 75$ in shipping fees) All in all I just wanted nice bed sheets and instead have been caught up in a two month debacle and honestly should have made a salary for all the work I’ve done in following, tracking, receiving and returning my order. Bye West Elm, BYE. You don’t deserve 1 star.

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.

Gorgeous furniture, a little pricy, but I guess it worth it. However, the customer service is absolutely horrific. But the worst if the delivery. Basically, they don't do it. They don't carry inventory at the store and they don't deliver. You need to order and it will be shipped to you by Purolator. So in a nutshell, you pay a few thousand dollards for furniture that is being shipped by Purolator. The store staff could not care less.

Dont buy as the company lies to you! When you want to buy they tell you 3 to 4 weeks for delivery, but in reality its 3-4 month. They have pushed my delivery already 3 month and i still didnot get my item. Customer service is horrible! They didnot even reply to my email

Beautiful products just don’t get them when they say. 9 months later and we still haven’t received our sofa that we’ve paid in full for. Seriously ridiculous.

Thé sofa (Sonoma) is ok. The service is terrible. Delivery dates change all the time. I had to call at least 5times do get an update for delivery. A promise of 10% off was promise for late delivery but still no news from them.

Fantastic service. Incredibly attentive and kind staff. Wish that Quebec could have more leather options for the Andes sofa.. Simon was lovely and very helpful

The stuff is stunning but the sales people are obnoxious and ignore you! They definitely need training in how to interact with customers.

West Elm is one of the better premium furniture stores in Montreal. The staff at the store are very polite, helpful and efficient. They have helped me find different products and help me with styling decisions on numerous occasions. The manager, to note, is especially helpful. The furniture items and other home accessories are all very well designed and built to last a long time, I’ve purchased various different items over the years from the store and always had a very good experience- whether I had to return/exchange certain items (good customer service) or I kept certain items that have lasted very well. I would highly recommend west elm for quality furniture and home accessories.

Received stained curtains. Replacement never arrived. I feel robbed and no one seems to care. Might have to explore legal action at this point.

Nice showroom. Lots of products are on the floor. Quality of the furniture doesnt seem really good. Accessories are nice.

Let me start by saying this is the first product review I've ever written. This has been a saga from the start, in my life I have never experienced such poor customer service, and complete lack of accountability by a company. Considering the "quality" of the merchandise on offer, I have to say this has been shocking. My wife and I ordered the Emmett bed Nov 6th 2021, we did so understanding shipping is tough right now and were understanding when it took until April 2022 to arrive (3 months late). We chose "white glove" delivery so a team arrived to assemble the bed only to realize a crucial piece was missing. The team ordered a replacement piece. Fast forward to August 2022 when the replacement piece arrived, when the team came to further install they realized the bed itself was faulty and needed replacing. Again a request was made by the team for a replacement BED. Fast forward again to October 2022 the team arrived with what we were expecting to be a new bed, instead they arrived with only the replacement parts that were already deemed useless. Again a request was made this time for a full return, a request for which we still have received no reply. At this point, there have been 3 visits from an installation crew, dozens of calls to customer service, and constant pleas for help. This bed was a wedding gift, we have since celebrated our anniversary, had a child, moved into a new home...and are still sleeping on a mattress on our floor, with a giant broken bed occupying a corner of our living room. We beg of you westelm, make this right.

Do not shop here. Ordered an item May 24th, item was indicated to be ‘Ready to Ship’ Delivery window was June 17th-July 7th, a fair bit of time but I was willing to wait. As time passed and the delivery window began to close, i checked the tracking and found the delivery window was pushed back without explanation. A couple of weeks later I checked the tracking and there had still been no movement and the window was pushed back again. No explanation, no apology. I called customer service and they informed me that the item is in fact back ordered, and that many items online which are listed as ‘ready to ship’ are indeed back ordered, and they have no clue as to when it will be back in-stock. After a little google searching I found countless horror stories and it appears this is a common occurrence and how they regularly operate. With such a poor business model, and even worse customer service, I will gladly take my business elsewhere.

Very pleased with our new sectional. Was in the returned section so was able to have it picked up and delivered the next day. Thank you to the very helpful and gracious staff esp. Jad and Michel for making it happen, highly recommend them!