The PotatoMeter is Couch.com’s very own rating system that grades furniture retailers on a variety of – what we consider to be – essential criteria. While we aim to be fair and objective in our assessment, subjectivity based on our expertise and personal biases is unavoidable.
West Elm has plenty of brick-and-mortar stores, which means they don’t have to rely exclusively on their website for all of their sales. Therefore, I wasn’t surprised when certain aspects of the online shopping experience weren’t top tier. But overall it’s a nice presentation that could stand to be improved with a little more polish.
Ease of Navigation
Information Available “At-A-Glance”
Quality of Product Information
Extra Bells & Whistles
West Elm’s lead times could be better than they currently are. They’re not downright awful, but they’re also not competitive with brands in a similar price range. If you like their in-stock options then they can still be a good company to choose. But their Made to Order couch lead tiems are slower than average.
Made to Order Products:
In Stock Items:
Our goal at Couch.com is to provide customers with the information they need to find the best couch for their home. We take customer satisfaction very seriously. So how does West Elm stack up to the competition when it comes to customer friendly resources and offerings? Truthfully, they could be much, much better in this regard.
Delivery Options & Costs:
Is Assembly Required?
Does West Elm Offer Free Fabric Swatches?
Durability is a major factor when it comes to purchasing a couch, especially when you’re ordering online. So do West Elm couches hold up over time? Their quality is on par with companies in a similar price range, but they’re not quite as premium as their website, branding, and style might lead you to believe.
Quality of Materials:
Quality of Construction & Manufacturing Origin:
Vibing with a brand is important. Brands can also promote certain lifestyles and sustainability goals. That’s why it’s my goal to help you find a company and brand that you vibe with so that you’re as comfortable with your new couch as you are on your new couch.
Key Differentiators & Unique Facts:
On their sustainability goals, West Elm president Alex Bellos says, “We’re also built on a foundation of conscious retail, whether that’s in our factories abroad or how we work with our artisans here. We want to help small businesses grow their business and also to drive career success for our own employees.” Let’s take a look at how those goals are being implemented.
Overall Brand Presentation:
Signature Best Seller:
Couch That Intrigues Me The Most:
West Elm presents itself as a high-end, luxury brand similar to Crate & Barrel or Restoration Hardware. But their prices are decidedly mid-tier, which is great for customers who like high style but don’t like high prices. That’s not to say you can’t spend a ton of money at West Elm, but they have a great number of affordable options.
Most Expensive West Elm Couch:
Least Expensive West Elm Couch:
West Elm, like many other brands in this style space, does not feature any customer reviews on their website. This is a disappointing aspect of their online shopping experience and a true detriment to customers. This is in contrast to what West Elm’s president, Alex Bellos, says about the company’s focus: “The most important lesson I’ve learned is that with every decision you make, you have to think of the customer. You can be trying to make your sales goals, but at the end of the day, that’s not going to work if you’re not focused on solving a problem for your customer.” So is West Elm have its customers’ best interest at heart? Here’s a look at what people are saying about West Elm.
Overall Brand Reviews:
Top Product Reviews:
Customer Service Reviews:
West Elm has a very standard, modern offering of couches. You’ll find modern, contemporary, coastal, and Mid-Century Modern options in their collection. There’s nothing necessarily groundbreaking here, but it is competitive with other high-end, luxury offerings. Though they also offer some unique, practical options, too.
Range of Couch Options:
Range of Couch Styles:
Does West Elm Have Other Products Besides Couches?
West Elm has that high-end style with mid-tier prices. If you like the look, but want to explore different companies, here are some great alternatives to consider: