Lovely products but pretty much non existent customer service (including delivery) so if anything goes wrong you are on your own!

I saw a very good looking serving tray during the holiday season and since the specific colour was not available at TCH store, I bought online. The tray arrived damaged and it took nearly 45 days to receive the product in good condition. I tried reaching out to customer service via email - no response. Next, I constantly kept following with CS team on the delivery date. Now that I have the item I initially wanted to purchase and use, I feel like returning - just because this company does not care about customer service. Horrible experience!

Very impressed with the items on offer and the staff at West Elm, Tottenham Court Road. Was greeted at the door and the sales assistant very kindly took care of the Brompton whilst I wandered around looking for a sofa and chair. Best of all, I found exactly the ones I want.

They have good quality items at good price and they do offer promotions often time.

I have received an outstanding service at West Elm TCR store, and especially from the store manager, Johan. My experience with this furniture store has been nothing short of exceptional. Johan went above and beyond to assist me in getting my table delivered ahead of schedule, which was a tremendous help. His professionalism and willingness to accommodate my request were truly remarkable. It's not often that you encounter such dedicated and customer-focused individuals in the retail industry, and Johan is a shining example of excellence. I am extremely satisfied with the level of service I received from the store. Thanks to Johan and Katherine , my overall experience has been truly outstanding. I will not hesitate to recommend this store to friends and family, and I look forward to come back again in the future Thank you once again Lamia

Horrible Customer Service! Shockingly bad. I ordered a shelf in Feb. and it took 4 months to receive. When we received the item - it was faulty hardware and could not be used. I asked for a replacement but they no longer had stock. I asked then for return label which they said they would send - they never sent it after talking to 3 agents. I then emailed in (since calling didn't get me anywhere) and I was told they couldn't help me because this item was bought in a store - it wasn't I bought it online! I then called in again, asking for a discount because I could possible use the wood from the shelf - they then told me I had never been charged for this and wanted to charge me again! I had been charged the full amount when I ordered - even though the agent told me I wasn't! Unbelievably bad service and such a waste of time - shop elsewhere.

This company needs to change their delivery service, been waiting over two weeks for my order. Contact CUSTOMER SERVICES to ask for a refund only to get told basically this isn't our problem contact UPS! West Elm you have chosen to use a poor delivery company, I don't see why its down to the customer to chase constantly! In future if a customer reaches out to you, you should try your best to help them not fob them off! Going by your reviews it seems that I am not the only customer who has experienced this? If this was JOHN LEWIS They would have cancelled the order and sent a new item out straight away. You clearly haven't yet mastered customer service. I will not be buying direct from you again, instead I will go through a reliable company.

Wow!! Johan and the lovely team at West Elm on Tottenham Court Rd - London - were enormously helpful when my family and I recently moved from the US to the UK. They were nothing short of patient, kind, and professional. When I received a chair with a missing screw they sent someone over to our house to provide it the very next day (no extra charge)! Now that is service. In addition, we received some fantastic recommendations for day trips outside of London! We will definitely be using West Elm in the near future for our next round of furniture and accessories purchases. Thank you again Johan and Team!

We had a very good experience in our visit to West Elm Tottenham Road! Qadeer was very very helpful and very kind, he was there for us and was giving us the time to decide at the same time! That is a good customer service ❤️

I highly recommend West Elm for their exceptional service and quality products. Our dining table and chairs arrived promptly and were of excellent quality. The delivery team was professional and efficiently assembled everything. Special thanks to Johan, the shop manager, for his helpful recommendations and securing a great price during the sale. We'll definitely be recommending West Elm to our loved ones!

Fatima and Qadeer were amazing! I’ve just moved to London and needed to do quite a bit of shopping, Fatima spent with me 1.5 hours collecting all of the items, and Qadeer was so kind that even helped to carry the bags to my house (I’m living ~10 min away). Exceptional people and overall experience!!

I ordered a cushion from West Elm online in April to click and collect from this store. I did not collect however received an email to say it had been collected. I contacted customer services who advised to contact the store. The store looked into the issue and advised I would receive a refund. I never received the refund. I have been chasing the store since May with no reply. I have now tried to escalate to the main customer services and still not getting anywhere. I am having to escalate to the consumer ombudsman.

We recently went out on a sofa hunt and visited almost every furniture store on the street, but ended up buying at West Elm because the sofa was very good quality and the customer service from Johan was close to perfect. He took the time to show us many options and patiently answered all our questions. We recommend this place for sure!

I have been dealing with Trish Woods ,at the Tottenham court road west elm store. Trish has been extremely helpful with my purchase.She always has time to listen, gives good advise and you feel like a valued customer. The front facing customer service throughout the store is great and they are always helpful on the phone too.

Beautiful store and helpful people who work here. Big thanks to Munir, who goes above and beyond in helping us make decisions on stocking up furnitures for our new place and always provides insightful suggestions!

Had a great experience. Bought a beautiful table and armchair for an amazing price. Wonderful service by Qadeer and Dana. Go visit West Elm before you go to Heals you won't regret it.

I was so impressed when I visited the Tottenham Court Road station on Saturday with my friend when we were served by Quadeer who was so polite, helpful and friendly, he helped us with our choices and went above and beyond to make our shopping experience a great one. Thanks Quadeer.

Hello! I just wanted to give a shout-out to Chloe who managed to track down a rug at another store for me after another customer bought the one remaining one that they had. She knew how much I wanted it and really went the extra mile. Thanks so much! Great store and great customer service!

I had the most wonderful experience at the TCR West Elm Store. The team are absolutely amazing, and their dedication to making every customer’s shopping experience as enjoyable as possible is truly commendable. The store itself is a beautiful haven for anyone who loves interior design or looking to spruce up their living space. An honorary mention to Johan and the home design team who are not only amazing but also work tirelessly to make sure every customer is well looked after. I can't recommend this place enough!❤️

I have been to West Elm twice in the past week to purchase different furniture items and the customer service was outstanding.. All the staff were friendly and attentive.. Fatima (the store manager) help me a lot specially with items which were not in stock... I could give more than five stars!!!! Sandro

Avoid online store I have purchased online a set of bowls, received a delivery of baby sheets. The online store is controlled from US the customer service is appalling. It took 20 days, 6 emails 4 calls 3 UPS bookings to get the wrong items picked up and they are still not returning my money. I had to resort to start a case with my card company for a refund which I’m told could take months. Incompetency bordering fraud, if you are considering buying anything online please don’t if you don’t want to find yourself chasing customer service every other day, giving your money and getting nothing in return.

Lovely products that can occasionally be very good value for money. Definitely worth keeping an eye out on sales!

Possibly the worst customer service ever. Item arrived without all of the parts, totally different colour and fabric. A return was requested immediately... two weeks later and I am still chasing. They don't care, they cannot do anything to help, useless operators located in the USA who cannot control their third parties in the UK... Would never use this company again. Horrible experience.

Ordered item £59 chopping board, arrived damaged. So sent replacement also damaged. Now I’ve asked for refund won’t answer emails. I think they send out knowingly damaged goods and ignore you so they can keep the money. I’ve sent about 6 emails and they started ignoring me from when I used the word refund

West Elm Tottenham Court Road is great. Service is exceptional. Online West Elm & online/phone customer service is the worst company I’ve ever dealt with and somehow it’s every single person you speak to that’s so horrible, unhelpful & actually out to try and make the customers experience awful. Recommend only ever purchasing from the store.

Bought 2 (expensive) bathroom cabinets. One was faulty. Sent 3 emails (and got 3 replies saying “we will get back to you in 48 hrs”) and even spoke to customer services on the phone. No resolution. I only need a replacement hinge!!!#frustrating

Zero customer support. Only order from West Elm if you have experience crafting furniture parts as this company flat out refuses to help or contact any suppliers for replacement parts. If anything happens to your designer furniture you’re on your own! Due to this policy I will never make the mistake of ordering furniture from this idiotic company…

In line with what others have said, non existent customer service. Also, wanted to buy a couple of pieces and delivery was over 100 quid for same city delivery! For such an expensive brand, I would have expected better. Will buy elsewhere

A bright, well laid out shop with amazing products on display, and great choices and and good quality. Not many staff around and the two that I approached for some price checking seemed quiet inexperienced and weren’t much help. Good experience still and won’t put me off of going back.

The team were fantastic! Johan was extremely helpful and went out of his way to help us. Best customer service we've had! Thank you.