Delivery
Yes
west elm in Alpharetta
Categories
Location on the map
Alpharetta, Fulton County, Georgia, US
Service options
In-store pick-up
Yes
In-store shopping
Yes
Health and safety
Safety dividers at checkout
Yes
Accessibility
Wheelchair-accessible car park
Yes
Wheelchair-accessible entrance
Yes
Offerings
Assembly service
Yes
Planning
Quick visit
Yes
Payments
Debit cards
Yes
Credit cards
Yes
Phone: +1 678-248-5547
Site: https://www.westelm.com/stores/u...
Site: https://www.westelm.com/stores/u...
Opening hours
- Monday:10AM–8PM
- Tuesday:10AM–8PM
- Wednesday:10AM–8PM
- Thursday:10AM–8PM
- Friday:10AM–8PM
- Saturday:10AM–8PM
- Sunday:12–6PM
west elm in other cities:
Comments (59)
I made a large purchase here and opened the credit card to get the rewards. They charged me on the day I made the purchase rather than when they shipped it (over a month later). Then the payment date was before I even received a statement or card, so I was charged interest and a late fee before I was even able to pay the account. Shady business practices
Absolutely the worst experience we have ever had in a retail store. We spent 9 grand in their Estero Fl. store last week and had a wonderful experience. Kudos to them.We wanted to furnish the rest of our house with them...probably 20 grand more. But after our experience with the staff and their extremely rude manager at their Avalon store we will never spend a penny more with them.Corporate should look into their Avalon Georgia store and completey clean house. Great product, horrible staff! Stay away!!
Horrible customer service ( ordered from Avalon store) when trying to get items delivered. We ordered 2 chairs and 1 arrived with scratched wood. The delivery guys said they could touch it up. We paid full price so we wanted new chairs in perfect condition. After several phone calls, we refused it. We talked to the store And customer service and were assured the next chair delivered would be new. Second delivery (which you have to rearrange your schedule for to be home) came and it was same chair as first time wrapped in plastic with scratches touched up. Delivery guys every time were very nice and helpful. They called it in and we refused it again. At this point, we emailed Mathew Harris, assistant manager, and never got a response. Finally, after another delivery time was set up and was wrong, we had a fourth delivery of our second chair and it was a new chair in the box. We will not be purchasing anything from west elm again! It is not worth the hassle!
Reviews dont lie. Should have read them before coming here. Their actual products are nice but customer service is really lacking. We bought a table, bench and 4 chairs. We were never told the chairs were in back order. Then they tried to tell us we would have to wait for the chairs before getting the table and bench delivered or pick up the chairs (instead of getting them delivered as we paid for). They acted nice and polite when we were there, but now we know they only cared about making the sale. Once we bought, they couldnt care less. What makes matters worse, had we known the chairs were in back order we would have gotten the more expensive ones! As much as we love the table (over a month and chairs are still in back order) I doubt well ever come back. Well probably just drive the extra 20mins to Atlanta were the reviews are better.
Good products and often very pricey. But they offer you pathetic customer experience. I order a candle online and it came in broken. I called in customer service and the rep told me to throw it away and order a new one or go pick up one from the store if I chose to not wait for a week and told that I would refunded the item cost + shipping. One week later I still didnt get the refund. So I called in, this time the rep said there was a hold on your refund and I cleared it and you are go to and would receive the refund in 3-4 business days. One week later I still didnt get the refund. I called in again, now I am told that I need to return the product to get the refund. I am like wait what did you say ??? I was not being told this by the other two reps and I threw the broken ceramic candle holder, so cant return the product. Now the rep is very adamant and refuse to believe that other reps told me otherwise. I wanted it to be escalated and she told her supervisor would reachout to me 24-48 hours and 4 days later I am still waiting for a response. Why should I pay for a broken product and pathetic service.
DO NOT BUY FROM WEST ELM. We were sold new living room chairs with 12 month interest free financing at this avalon store only the find out 6 months later we’ve been charged hundreds of dollars in interest by the financing company! West Elm customer service says they can’t help and claimed “our dispute determined the promotion wasn’t available for our purchase.” NOT OUR PROBLEM! We bought because your sales rep promised interest free financing! This is UNACCEPTABLE. ADVOCATE FOR YOUR CUSTOMERS AND FOLLOW THROUGH WITH PROMOTIONS.
Ive been so very pleased with the help Ive received from Peggy Wolf. She has answered every question Ive had in store and via email. Shes offered prompt and professional design consultations and has be a pleasure working with as I furnish my 7,000 sq foot home and business. Im sorry, however, to share that that same level of professionalism and care did not translate to the other staff when we came into the store on April 30th to pick up our first installment. Lack of concern, eye contact and audible communication would be how Id describe our experience, both from the floor staff and the young gentlemen loading our purchase. it was such a contrast to our previous interactions with Peggy that we now have second thoughts about furnishing our home should this be a pattern in the store. I do hope that is not the case, and I hope West Elm can train employees to better represent their brand.
05/20/19: Placed a $22,000+ order. Peggy and 3 others were 110% awesome. Its now 07/08/19. 30% was custom with a 6-10 week lead time. 70% was in stock. We were told we would get separate deliveries as large chunks of the order came into the warehouse.NOT ONE SINGLE PHONE CALL TO SET UP DELIVERY, OFFER UPDATES, ZIP, NADA.MY CREDIT CARD HAS BEEN CHARGED (NOT AUTHORIZED....POSTED CHARGES) 9 TIMES FOR ODD BALL MULTI THOUSAND DOLLAR AMOUNTS OVER THE COURSE OF 6 WEEKS.When we call the store they say they will call customer service and get back with me. Nada.Hallelujah for American Express as all charges are being charged-back today. Sucks I now have to start over. Why oh why didnt I take all the other negative reviews seriously?
Tori and her manager helped us. Well at least in THEIR EYES...they tried to help..we came in , appointment and all...and horrid, rude customer service. We wanted to buy a couple sofas, my wife was appalled with their demeanor...so we left. A MANAGER SHOULD NEVER STEP ON PEOPLE. YOU NEVER EVER TALK DOWN TO PEOPLE. SIMPLE.****ATTENTION CORPORATE!!!*****
Dont buy ANYTHING online. Item I ordered was to arrive before Christmas. My account charged three times with two credits back on account. Thought that was scary situation so checked on order and they placed my order on backorder without a call or email.I finally called customer service for them to inform me that I would not get item until June!!! The charge on my account that is in pending status would stay on my account until June!!!REALLY? Does that seem completely screwed up to anyone else??Of course, I asked to cancel the order. Guess I will have to keep a check on my account to see if pending charge is removed.I simple email, or even better a phone call, from them would have made this situation forgivable. I understand that orders placed online may get oversold and issues occur, but to not inform me and charge my account 3xs is NOT acceptable.
THE WORST CUSTOMER SERVICE WE HAVE EVER RECIEVED!We purchased a sofa from this store and it arrived damaged. We requested a replacement part from them but they have given us the run around for almost an entire month. The manager Matthew is completely incompetent, Susan was rude, they dont return phone calls and this store does not know how to follow through. The only helpful employee is Richard. But seriously dont waste your time or money here, its not worth it.
Pros: West Elm design is great, sales staff is clearly passionate about design, you can usually catch a great sale thereCons: TERRIBLE execution once an order is placed. For some reason my order was placed on 3 separate work orders, meaning I had to chase down 3 different order numbers when my order never arrived. The order took forever- the last of it showed up 2.5 months after the order was placed- and once it arrived the delivery guy asked if we could pull it up on the internet to show him a picture of it because he didnt know how to assemble it...They also never emailed me like they said they would to confirm times...we had to call and schedule dates with them, otherwise I fear it may never have shown up!Net: I love the design and the sales staff really wants to help, but will probably avoid buying things in the future that I cant pick up and take home on the spot.
Strap in for an honest, point for point review of our experience buying one couch from West Elm. We bought the eddy reversible couch with the chase in July 2018, and it was on back order when we bought it. We understand it’s a popular item and our confirmation email gave us a week long time frame in September as the delivery date, and it said that we would be contacted to schedule the exact day and time for the delivery of our couch. As the week of our couch delivery got here, I called this store location to get a status update, and they just said the furniture people would call us to schedule a time. We called one more time at a later date (because at that point we were in the middle of the delivery week according to our confirmation email and had heard nothing), and were told the same thing- that the furniture people would call us to schedule a delivery time. So the week in September that we were supposed to have our couch comes and goes. Since calling the store obviously doesn’t help, my husband checked the west elm website to view our order status, and it showed a new delivery date for sometime in October. I was never made aware of this via email or phone call, so I guess we were just expected to check on our own. From that point, we just checked the website every day for status updates until we saw that the exact delivery date was ready to be scheduled, according to our account on their website. Once we saw that, I called the furniture department and they scheduled a delivery date for the same week. The delivery guy came and unloaded everything in our apartment and was getting ready to put it all together when he realized that there were no bolts in the package. Apparently the bolts that connect the legs to the couch were missing from the packaging. So he called his manager to let her know that this had happened, and he had her talk to me through his cell phone; she told me she would call me the following Monday to let me know if they could just send us the bolts or if they would have to send us an entirely new couch set. Since they don’t sell the bolts by themselves, she wasn’t sure if she could ship the bolts by themselves. Monday comes and goes, so finally I called the west elm furniture number again on Wednesday & tell whatever customer service rep I talked to the backstory, and she apologizes to me and says she doesn’t know why nothing has been done yet because she can see that no order for the bolts has been started. (So this means whoever I spoke to on the phone the day of the delivery literally did not do anything.) The woman tells me that she’s just going to send us a new set of legs at no charge because the bolts are supposed to come with the legs of the couch; that way they can just get the bolts to us without having to exchange the entire couch set and go through all of that again (bc it would legitimately probably be 2019 before we got our couch if we had to do that). We get the package in the mail that has the legs and the bolts, and not only are there not enough bolts in there for our couch, but it’s the wrong size bolts too. So we still are not able to connect the legs to the couch, and our couch is still just sitting on the ground. My husband is currently at Home Depot trying to find the correct bolt sizes so we can just do it ourselves because obviously West Elm is incapable of providing the products we paid for or following up with any kind of good customer service. In summary? DO NOT BUY FURNITURE FROM HERE. PERIOD.
Amazing service! Jill and Kelly have done a great job with this team
Excellent experience today. Strolled in for a few table setting design ideas and walked out with pillow covers, a blanket and some candles. Score! Been searching for golden rod colored pillows forever. I could have hugged the sales girl who helped me. I thought Id never find them. They were perfect. Saw a blanket on display that I couldnt find anywhere on the shelves, helpful sales girl walked me right over to the last one they had and handed it to me... it happened to be on sale. Wahoo!Everyone was very pleasant, very helpful from start to finish. Even Finn their cute betta fish at check-out was cool to meet. Loved the glass piece they had him in. Considering going back for it.
Tori has no concept of attention to detail and her manager working on the afternoon of saturday october 10th 2020 was quite frankly, severely rude. my order was missing detaIls and the info entered into the design estimate was incorrect. i think they need remove and replace jill the general manager and the entire staff and hire competent folks who will actually take honest pride in servicing the customer.
Peggy was so so helpful over the weekend. She took the time to help with a return, an online order, an in store purchase, and gave great design advice! Thank you for going above and beyond all while I was dealing with a fussy baby!
I placed an order at this store for, four dining chairs and a buffet table. After placing a call to the store for a status update of my order I was advised three of the four chairs were in store and ready for pick up. I went to pick up the chairs and was informed that they were being pulled down and I could pull around back to pick them up. However, when I went around back the young man working the back stated someone else just came to pick up three chairs. He stated he asked them if they were my last name (which is a difficult foreign name) and they said yes! The assistant manager Matthew Harris came back amidst the confusion. He expressed little apology, took my number and has not contacted me eight days later and counting. I have furnished two houses with west elm furniture, this was my first purchase from this store and my last. If you go to this please just browse, they cannot handle much else.
My wife and I ordered a couch and it took 6 Saturdays, to finally get the correct couch delivered and the incorrect couch picked up. I am not exaggerating... Six times! Not to mention all the time spent on the phone trying to fix the situation.When we called to tell the store about this issue they were of no additional assistance. West Elm has nice stuff but we simply cant order anything there because it will turn into an ordeal and I cant spend my Saturdays waiting for delivery people who dont show up. Please, avoid the headache and shop elsewhere.
Tasha was top notched salesperson. THE store is clean well stocked Majority of staff are helpful. PLEASANT SHOPPING EXPERIENCE OVERALL
Terrible customer service. When we moved here, we filled out the form to have a decorator contact us. They never contacted us. Whenever were there they rarely acknowledge us and dont seem like they want to. They care more about chatting behind the counter than doing work. You can see poor service is a common theme in their reviews.
Lin was really helpful in sorting out issues with our order. I’d recommend this store specifically because of her.
I had a good customer experience at this store. I came in looking for curtains and they had one but I needed two. They looked all over the store and couldnt locate the other so they called a nearby store and had it held for me. With all the negative reviews about the service here I wanted to pass along some positive.
Ordered a bed on November 26th with delivery on December 10-24th. Checked on order later that showed delivery of Febuary 24 or later and never recieved any notification. Called to find out what was going on, and found out the bed would not be delivered until after March 24th. First time customer, and will never do business with again!
Peggy is a dream come true. She helped me find exactly what I wanted and walked me through sample after sample at my request. I wasnt sure exactly what I wanted, so she assisted me patiently (and let me sit on different couches about 15 times). I am very pleased with her service and will be back to see her again.
Hit or miss with sales consultants but if you get a good sales person, they are fantastic. Parking is terrible at Avalon so you better know a good sales person is there to make it worth the hassle. Would give 5 stars if they had parking., If you cant take Uber or walk here, forget it.
Great set up and helpful associates
Great store atmosphere, Kelly was an amazing help in suggesting items to fit my needs, Very polite, and very knowledgeable! 5/5 would recommend!
One of the best furniture and other durable stuff like Bed,cots of wood,steel, dining tables etc.Value for money.Plenty of choice to choose.Excellent location.
Nice merchandise for the home more modern. Furniture and dinning items.
Nice modern furniture store. Folks who work here are very nice and down to earth. Quality workmanship.
Loved the curbside pick up. Worked like a charm. No wait. Highly recommend !!
Its just okay. Wish the store was bigger. If you live on another side of town, do not waste your gas.
Just ok. I absolutely agree with other’s complaints about customer service though. Feel like sales people there are in their own world... Customers seem not in their priority list
Top notch people, products and service!
Really great quality furniture! I bought my christmas plates here!
Richard at West Elm Avalon Store = FIVE STAR for customer service! knowledgible , Friendly and super patient!! Thank you!
Nice home décor store.
Excellent furniture and good service and very customer friendly staff.
5 sales people and no one paid any attention to us for the whole 15 minutes we spent inside the store. No other customers were there. Way to go!
Usually busy, but helpful to find your furniture need.
Just edgy enough furnishings of superb quality. Proof that you get what you pay for.
Very limited selection; Somewhat overpriced; probably out business in 2021 !!
Helpful tall gentleman. Non-judgemental and very patient with design services.
Nice modern furniture. Great location. friendly staff.
Excellent home goods store with very friendly staff.
Great store for mid century modern decor
Amazing place to shop!
Great store
Total reviews rating 3.4
59 Reviews for west elm 2023:
Review №1
2022-04-20I really like the designs of this store, the staff is very friendly, but I give this rating because of the disappointing waiting time to receive the products you buy.The waiting times are not what they estimate on the website, I bought a dining room and chairs on March 8th and on the page it appeared that the arrival was estimated for March 26 - April 6. Then I received a notification that there was a delay and the shipment was estimated between April 22 and May 3, reviewing the order now it appears a new date April 25-May 13. The wait has become eternal, the estimate of the delivery that they show at the time of purchase does not come close to what is really taking. Disappointing when you buy thinking about a date and weeks go by and you keep waiting until I dont know when.
Review №2
2022-02-18I visited this store earlier this week and it is so beautiful!!. I had several questions and the girls were so helpful and approachable. Will definitely be back with my husband to order a new dining table and chairs. Oh and a rug too!! Thanks for the suggestions!
Review №3
2022-04-19Poor business practices. They sent out a flyer with an advertised price and cancelled my order same day after a pricing error. Proceeded to send me daily advertising emails as though Im going to try and buy from them again. Seems like they were just skimming emails.
Review №4
2022-02-18They don’t even deserve one star, the manger and the design lady were so unprofessional the whole time I was in. The place is a disaster and I’ve used West elm for years, this exact location was AWFUL. Other locations have been great to me especially with the money I’ve spent, The manager was so disrespectful towards me when I was asking her opinion on different options for a living space, she even walked away at one point and told me “ she didn’t have time for this” I will be contacting corporate tomorrow. I’ve never been treated like this at any other west elm establishment but for the avalon area I definitely expected better service than this.
Review №5
2022-02-09Received partially damaged furniture and created a replacement order for damaged pieces the day of delivery; received confirmation of replacement order, but it was subsequently cancelled by West Elm without notifying us - we wanted an update, so we followed the link from the old confirmation email and SURPRISE, cancelled a month ago, even though they already charged me in full!This furniture is too expensive for such poor quality and terrible service; I wouldn’t waste your time here.
Review №6
2019-09-08HORRIBLE CUSTOMER SERVICE! I received a Helvetica office chair as a gift less than a year ago, which is claimed to be CONTRACT-GRADE , two of the caster are already broken! Called the customer service and they simply said that we dont offer any kind of repair or spare parts! I asked if at least they can give me the caster size and info so I could order them online, they did not even have the parts info ! keep up the good work west elm!
Review №7
2021-11-09Do not place orders online the date for “instock” items will get pushed out for months & trying to get a refund will be like pulling teeth! I have called customer service for months with no help! Tried driving to a actual store location to “TRY” to get assistance but Jill , kelly and Tori were absolutely NO HELP pretty much refused to help ! Made up excuses like my account is locked by supervisor HOWEVER I am sitting here on a lovely couch reaching out to custom service AGAIN & they are saying the account is absolutely NOT LOCKED! Just another lie to brush us off and not help . In a 6 months span i have spent over $20,000 with West Elm and to get treated this way is ridiculous!
Review №8
2021-09-20The store is really nice and I love the products. I did have a bad experience recently. I came in to purchase a product that was unavailable and was told that a shipment would come in and they would hold it for me once it did. I left all of my contact information. I never received a call and when I inquired about it I received no explanation the associate was kind of rude about it and referred me some where else.
Review №9
2021-04-21This is not a rating of this location but the furniture overall! I ordered the Finely Counter chairs with gold legs and “vegan leather” online in Nov. After moving the delivery from Feb to April the chairs FINALLY arrived today. I have been waiting patiently for my bar stools for my newly renovated kitchen and I could not be more disappointed. The chair are not quality AT ALL and one of them came scratched! I like them but they are just not what I expected and certainly not worth the price over— well over $200 a pop!
Review №10
2018-09-10The team at the Avalon location was great throughout the entire process of ordering our custom couch, and now that it’s arrived in our home, we couldn’t be happier! Can’t wait to go pick out a coffee table next!