West Elm

Full review
Let me start off by saying that I'm an interior designer at heart -- a funky, eccentric designer. I can't stand white walls, and the vast majority of my rooms have themes (most themes don't match). I feel it gives my home a very eclectic and fun attitude that typifies who I am.

That being said, I love stores like Pottery Barn and West Elm. West Elm is Pottery Barn's ultra modern sister. They sell everything from furniture to lighting, decorative accessories to dishware. I have never bought anything from Pottery Barn (they are way too expensive), but I have tested the waters with West Elm. I have made two online purchases from West Elm's website, and I am sure I'll be shopping there again.

West Elm's Website

West Elm's Address: http://www.westelm.com

This site is quick-loading (no frames) and easy to navigate. At the top of the site you can do a search for a specific item, or search by category. The categories are: furniture, wall decor and lighting, bedding and bath, rugs/pillows and windows, accessories, entertaining, and sale. When you move your cursor over a category it gives you further options to choose from -- like I said, quick and easy to navigate around. Also at the top is the option to sing into your account or view your shopping bag.

At the bottom of the page you can choose from a range of options like a catalog request, order tracking, store locations, legal info, customer service and a site map. You can also sign up for email updates on their homepage.

One thing I love about their page is their customer service section. I have found that most websites try their hardest to hide contact phone numbers from you, but not West Elm! When you click on "customer service" you are greeted with a range of options as well as the phone number (1-888-922-4119) and hours available. I am impressed by their service hours -- 7 am - 12 am est, 7 days a week for previous orders, and 24 hours a day to place an order by phone. You can access your account, the FAQs, and even track your order from this page.

The style is modern and funky, but very easy to read. The pictures are clean and clear, and they give you the option of viewing multiple images of your item as well as the option to view it in a room. It definitely helps to give you some design ideas if you like one of their products.

Overall I give their website an A+.

Ordering Process

Like I said earlier, I've completed two orders since January of 2005 and both have been stellar. The ordering process is a breeze. After browsing, you can click on an item you want to buy and input the quantity needed, then click "Add to Shopping Bag." The next screen gives a picture and details of what you added to your bag along with options to edit the quantity or remove it entirely. You may also choose to continue shopping or proceed to checkout. They also recommend other items that would go nicely with the product you are choosing to purchase.

The first time you order, you will have to fill in your information... but you have that information saved for future purchases. They give you a confirmation number and send you an email. The email contains the tracking number for your package, and you can track it from West Elm's website (they ship UPS). When you log into your account, they also give you the status of your order (ie: in process, shipped, received, etc).

Overall I like the ordering process, it's easy to use and is very consumer friendly!

Grade for the Ordering Process: A

Shipping

Like I said earlier, West Elm ships by UPS. They shipped both my packages by 3 Day Select, and both were here within 3 days of my order. They do give you tracking numbers for your shipments so you can check on the package's progress (this I love). UPS delivers it to your door, but no signature is required. The website states that everything (with the exception of the "white glove" large furniture shipping) is shipping to arrive in your home within 5 business days. Sometimes backorders are unpreventable, but neither of my orders were detained in any way.

Their shipping prices are among the most reasonable I've seen on the web. My first order consisted of a twin comforter, satin pillow cover, a small suede bolster pillow and a 16" square suede pillow, and cost me a total of $11 for shipping. My second order was an 8 X 10 floor rug and the shipping was FREE (it was on special). But even if I had paid shipping, I would have only paid $11 to ship a 30 lb rug -- not bad at all. Their shipping costs are based on price, with orders over $200.01 costing 10% of the order total. Check out their shipping prices at this address:

http://ww2.westelm.com/cs/index.cfm?s%65ct=shipinfo&src=shpcsleacc%7Crshop%2Fshpcslewal%7Crshop.

Most large items (such as furniture) have an extra deliver surchage which is listed in parenthesis next to the price. Remember, this is in ADDITION to regular shipping costs... so take that into account. These items are shipped by a different shipping company and will require you to set an appointment (4 hour window) Monday through Saturday (I believe). Larger orders can tend to get expensive, but no more so than any other online furniture store. I've had other online furniture stores try to charge $300 to ship a sofa, with West Elm it will cost around $189.99 for the "white glove" shipping service (which includes unpackaging, assembly and removal of trash).

You can also choose to have the items rushed out for an extra $15. I have never ordered anything requiring in home delivery, or had anything rushed, so I can't evaluate how effective these services are. I don't necessarily understand why you would need anything "rush" delivered (unless it was a late gift), because they had both of my packages in my home within three business days!

Be on the lookout for "Free Shipping" specials -- especially in their sale section. It can turn a great deal into a can't-miss buy.

Their shipping is inexpensive and fast, what more could you want?

Overall shipping grade: A

Quality of Items, Price and Selection

I'd mentioned earlier that Pottery Barn is very expensive, and West Elm isn't that much cheaper. Some items (in my opinion) clearly aren't worth the cost (see wooden shelves shaped like + for $59.. speaking of which, they are marked down to $15.99 currently), but many things (especially their lighting) are. Some friends have bought furniture from West Elm, and they've been delighted with the style and quality of the piece for the cost.

Keep in mind that you may not have to pay sales tax. The following states are responsible for paying sales tax on their order: CA, GA, IL, MS*, NC*, NV*, NJ, NY*, OK, TN* TX*, and VA. The ones with stars must also pay sales tax on delivery. I live in Florida, so all my orders are tax free... I like that!

In addition, their sale section can't be missed -- it's the best part of this website. Both orders were placed for items on the sale list. When West Elm has a sale, they HAVE A SALE. They had red velveteen curtains marked from $44 a panel down to $12.99, with FREE SHIPPING. How great of a deal?! I bought a $150 comforter for $29.99, and pillows in the range of $6.99 to 9.99 (all marked from $30 or more). The rug I bought, 8 X 10 jute boucle rug in indigo/cerulean, was marked down to $49.99 -- the original cost was $149.99... and I received free shipping on the rug. I make a point to check the sale pages every few weeks to make sure I don't miss out on a great markdown.

That being said, every piece I've received from West Elm has been quality. The comforter is nice and soft with good stiching. The suede pillows feel like butter, and the rug is well made (if a little hard, but it is jute boucle.. what do you expect).

Their selection is wide and varied. They carry anything from neat desk accessories to beds, wall art to barware. You can find virtually anything you need (for your home, or a gift) at West Elm.

West Elm has good quality and selection, but their regular prices are still on the high side. If you can find a sale on a nice piece (sale pages are updated fairly often with new sale items), you can really grab a great bargain. I just check Ebay, and those red velveteen curtains that were on sale for $12.99 a panel are going for $29.99 -- so you can see that West Elm's sales are *that* good. But their high prices are the reason why I give...

Overall Grade for Quality, Price and Selection: B

Customer Service/Overall Experience

Neither of my orders had anything wrong with them, so I never needed to contact customer service. But with their extensive hours of availability, and the upfront nature of their phone number/email address on their website.. .I can't imagine their customer service being poor.

My overall experience was terrific. Shopping the website was easy, and ordering went fast. They contacted me with a confirmation email and another to let me know my package had been shipped. The packages arrived within three days of my order, and everything was in perfect condition (and accurate... no problems shipping the wrong items). Since I shopped the sale pages, the prices I paid were real bargains (especially with their free shipping offers).

I would definitely recommend checking out West Elm if you are looking for decor, furniture, lighting or accessories for your home!

Overall Grade: A