west elm 19 Wandoo Street, Fortitude Valley, Queensland 4006

"The staff were lovely, purchased a lovely dining table BUT time to rethink your delivery couriers ANC are absolutely useless! It makes West Elm look bad. Not a good look!"

"Worst service. I made two purchases: 1 bed frame with gas lift 2 euro pillowcases The bed's gas lift didn't work and I have been waiting for 3 WEEKS and their customer service team have given me no indication about the next steps so far and I have been following up multiple times via emails and phone calls. Also, the instructions for assembling the bed were horrible to follow. For the second order, they sent an incorrect item (a V-shaped pillowcase) instead of an Euro pillowcase. I am aware that the prices are good on their website but the amount of stress and energy that you have to spend to get things resolved is just not worth it. Do not recommend it to anyone."

"Have had a number of disappointing experiences with William Sonoma group, but this one with West Elm tops it off. Bought a lengthy order online, to receive an invoice that didn't match what I had paid and was missing an item. No order confirmation, nothing, so was doubting if I had even ordered the item. Emailed customer service about the discrepancy, only then to be informed that an item had been placed on back order (you would think they'd at least notify you). A week later the item was cancelled saying it was no longer available, but no mention of a refund. Again I had to prompt the customer service team that a refund was due. After several emails back and forth I have now been informed that my refund will take up to 30 days because it was paid through PayPal. All I can say is thank goodness for PayPal buyer protection. The goods are just not worth the poor after sales service, especially given the rate of things going wrong after purchase."

"A couple of years back I bought most of the items for my boys bedrooms from west elm. Now my child is off to university and we are in a new home I needed to buy some more pieces. We finally found an item we agreed upon back in west elm. The item had a tag on it but I was told it was not for sale. I rang west elm customer support while in the store and they explained to me that the item was being discontinued and that the manager could choose to sell me the item. I explained in store how hard we had been searching all day made reference to how hard it is to get a teenager to agree with anything. I asked if we could please please purchase this one off the floor. The manager without even looking up said NO and gave me no explanation for her decision. I rang customer service back and luckily the Perth store had this item and happily sold it to me no issues at all. I just thought the Brisbane manager was unnecessarily rude and dismissive. She made no effort to help me track down another one or offer another solution. Very poor customer service on the part of the brisbane store manager. Luckily the telephone customer service and the Perth store stepped up and saved the day. Based on the ratings and comments I would think West Elm should consider replacing or retraining their current manager. And if you're not a people person and cant be kind helpful and respectful don't manage a retail store."