west elm - Fairfax, Virginia

Jimmy W.

Okay I normally don't rate stores like this, but this West elm deserves a 10/10. We saw their glittery christmas trees decorations online and went in to find them. They didn't have the green ones available. The first girl was so nice to order them. They came damaged (not west elm but FedEx/UPS fault). I went into return them. And the second lady was was nice enough to order us another set. They also came damaged and I went to return. The men at the store looked online and told me that they didn't have them in stock anymore and to try back later in case they get another shipment. I stopped by today just hoping I could find them. The lady I worked with today was also super sweet, she checked with the manager they didn't have them available and she sold me the floor model. One of the trees was missing from the set (there should be 6) and she was nice enough to let me pick another random glitter tree that wasn't really part of the set. I had talked to maybe 10 different employees at this point. All of them are extremely helpful, hospitable, and just good people. If West Elm corporate give some awards to the best store, the Mosaic one wins. And I'm not sugar coating or making this up. This is genuine 100% my experience.

eva

while the furniture is very nice i was just looking at the bed frames and keep in mind there was no sign saying to not sit on the bed. when all of a sudden a worker comes up to me and says and i quote, “excuse me don’t sit on the beds” in a rudely tone when there is no sign. how am i supposed to test beds when im not aloud to sit on them. i felt very embarrassed and offended and most likely won’t be shopping at this particular location.

Jenny Z.

The customer service is shockingly poor at this location. I have been a customer of West Elm since 2011 and spent thousands of dollars in the past coupe of years. It’s sad to say that I will never shop at West Elm again after what just happened. In my online account, my order showed that it was ready to pick up. So I called this location to tell them that I will pick up over the weekend and they said they would take a note of that. Drove over 40 minutes on the weekend to the store to pick up the item and was only informed at the store that they never received the item. No solutions or apologies were offered. When I said I had to drive over 40 minutes to get there, the two staff members (one was the manager) didn’t show the slightest sympathy and were kind of like “well you just have to come back.” The staff refused to send the item to my home without additional cost (I already paid for shipping to the store). The staff members were not only unpleasant, but also grossly incompetent (took them over 30 minutes just to figure out what was going on). This could have been a perfect opportunity to show great customer care, instead they were cold and unhelpful. I will now gladly take my business to one of the >100 brands who are selling similar styled furniture and have better customer service. Bye West Elm.

Yasmin J.

I went to fairfax location (District Ave) of West Elm today to return a light fixture. The saleswoman who attended me was extremely rude and had this preconceived notion that it was my fault that the return process was not straightforward. Out of the two parts of the lamp, I received one part and West elm canceled the delivery of the second part. All I wanted was to return the piece that I received and get my refund. But she made it look like it was somehow my mistake and by giving me the refund they were doing me a favor. I left West Elm feeling bitter and sad.

Mick M.

I purchased a leather chair and have enjoyed it very well. A couple of years later, I found a stain on it and I thought someone in my family mistakenly made that stain. However, the same stain started appearing other locations on it and there are now at least seven stains there. All are the same mark like 30. I believe these are coming through the leather from the back. Probably, back on the leather, there are some kind of marks written by ink. I brought photos of them and showed them at a local store, but I was simply told by a staff that he had never seen that before and they could not do anything about that because warranty expired. I believe this is manufacturers defect, which would become known after warranty expired. See the photos here. Very disappointed now. I will never buy any leather product from West Elm again. Be careful!

Jessica M.

Awful customer service. If you ask a question they look and make it known that you’re bothering them. I’ve visited this store 3 times because they were the only ones that had items I was looking for in stock and every time it’s been the same service. Also, every time Ive visited this store, there are 2-3 of them huddled around a computer. I can’t imagine what takes all your working staff to be huddled around a computer every single time when it’s clear they’re not helping a physical customer. I’ve never had this experience at Pottery Barn, Crate & Barrel or CB2.

Aida F.

Unacceptable Delivery Delays Without Notification:

I ordered the Set Penn Chair + Ottoman Poly Modern Chenille Slate Black on September 29th, and one of the main reasons I chose to purchase was the estimated delivery window of October 30th to November 13th. Today, I checked my order status only to find that the delivery has been delayed by four to five months, now expected between February 16th and March 16th—without any prior notification from the company.

This significant delay completely undermines the trust I had in your delivery process and makes me question my decision to purchase. If I had known about the delay beforehand, I might have reconsidered or chosen a different product.

I’m extremely disappointed and expect some form of resolution—whether that’s an expedited delivery or compensation. If this issue is resolved promptly, I will happily remove this review. Proper communication is critical for customer satisfaction, and I hope this is addressed quickly.

Asha C.

Horrible Experience so far with West Elm. They taking 4 months plus to deliver a coffee table let alone the custom stuff is always 4 months and above, Worst part is you cant even cancel the items with them. Never ordering from here again