west elm

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Address: 164 Middle St Ste 1, Portland, ME 04101, USA

Phone: (207) 535-2923

Website

State: Maine

City: Portland

Zip Code: 04101

Opening Hours

Monday: 10:00 AM – 8:00 PM
Tuesday: 10:00 AM – 8:00 PM
Wednesday: 10:00 AM – 8:00 PM
Thursday: 10:00 AM – 8:00 PM
Friday: 10:00 AM – 8:00 PM
Saturday: 10:00 AM – 8:00 PM
Sunday: 11:00 AM – 6:00 PM

Update Info

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Reviews

Here is my unbiased review. One the one hand I love their products. On the other, there is one less locally sourced retailer in the Old Port, and I feel for the underdogs. I've purchased here a few times, from big ticket lighting, to cheap air plants. I feel empathy to the people who had bad experiences, however I can testify I haven't been the recipient of, or witnessed, rude customer service myself. I would say store reps would generally say hello to me, or ask if I need help when I am wandering the store. I also had to call the store at one point to inquire about an item and received positive help. While I wish the prices were more affordable, the hours are decent, staff is friendly, and variety of stock is a plus.

 7 years ago (24-05-2018)

Tonight, I had the absolute WORST customer service experience of my life.
I came in the store after seeing a sign outside advertising, and I quote, "25% OFF ENTIRE PURCHASE". I was with two girlfriends on my way to dinner. I was looking for several items, totally over $3000 so the discount was appealing. After asking the sales representative if everything was 25% off and being told so, I started selecting furniture items. 30-45 minutes later, when it came time to check out, several items were ringing at full price. The associate helping me was very pleasant and called in her manager, Erin. Erin came to the cash register with an attitude. She told me the fine prints said "exclusions apply". I left the store deciding to wait for another sale. Then, I thought to myself, this is wrong! I went back in and told the associate about the sign advertising 25% ENTIRE PURCHASE. Again, she was pleasant and called her manager to find a way to honor the ad. Once more, Erin said she could not do anything. After I pleaded my case, using the term "legally"... Erin agreed to offer the discount. She was extremely rude and told the associate "just do it", "fax the order". While the associate was attempting to figure out the process, Erin was counting the cash in the other register. She was clearly not trying to help. Long story short, the ordering process was taking so long, my friends were waiting by the door, I decided to leave and order the items online.
If that had been the end of it, I would probably not be writing this BUT... During this ordeal, I observed Erin being extremely rude and condescending to a your couple with an infant. The couple in question had purchased a couch in the store and received a voicemail that it was ready for pick up. Erin told the young man she could not get the furniture because they were only two in the store. She told him to come back the next day. When he gently argued and offered to help get the furniture, she went on to accuse him of not listening to his voicemail carefully. She told him they always say to call ahead and insisted on knowing who left the message. They acted beyond graciously and asked prices for rugs.Erin, snidely asked the wife if her husband could check that tomorrow since he had to go back to pick up the furniture and the store was now closed. It was a few minutes past 7:00, closing time.
As we were leaving, my friends and I asked the couple what happened in there. They said they rented a pick up truck, drove for an hour, had a babysitter babysit their 4 other children to pick up their couch, only to be told to come back the next day. No apology, no smile and a very bad attitude. 
I want to mention that I am not one to get offended easily and to write reviews. I am only doing so because this was completely UNACCEPTABLE.

      
      
      
 7 years ago (18-01-2018)

Literally the BEST West Elm I’ve ever been to honestly. The people were so incredibly helpful and a pleasure to work with! My experience was so good the first time I stopped in, I’ve been back two more times since...and I live in Boston!

 8 years ago (19-11-2017)

I never write reviews unless it’s warrented. I typically shop at Restoration Hardware, but thought I’d give West elm a try. I’ve been to the new Portland Maine location on 3 different occasions and in my experiences, service has never existed. Today my visit was very disappointing. I called beforehand to see if an item (20 peice flatware set) was in stock. The quantity I desired wasn’t in stock but the employee managed to gather four 5 peice flatware sets and put them aside. I verified the price over the phone b/c there was a Premier Sale happening online that caught my eye. When I got to the store, I was told that I would not get the price for the 20 peice set and that I had to pay for the individual 5 peice sets. The manager was requested over and said that she couldn’t mark them down that much. It’s the same item just sold differently so why wouldn’t that be acceptable?? The saddest part is that it was only about a $20 difference. I’ve been in retail for several years and I cannot wrap my mind around stores that cannot make consumers happy with a more than reasonable inquiry. You under delivered, West Elm! The company should take note on how to capture new consumers and how to KEEP them NOT get them excited about an online promotion enough to get them in your store and disappoint them once they get there!

 8 years ago (29-09-2017)

Cool looking condo type furniture and accessories

 7 years ago (24-02-2018)

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