West Elm Review

Awesome store with trendy home decor. Prices are pretty reasonable.

What?! This store has one of the best Customer Service oriented staff in the Bay Area. Seriously. I am an infrequent customer, but the staff is friendly, efficient, helpful and quick (did I leave anything out?). Keep up the stellar job.

Lots of unique shops and restaurants also within close proximity of Ikea!

Well staffed store, high quality furniture and home goods

I will not be back. No one approached me or greeted me after 10 minutes or so. I went to the register and waited in line just for the pleasure of being "helped" by someone who clearly hates helping people. Everyone there seems to be frightened of her. Also the person setting up a new display had accidentally set up a booby trap which tripped me as I was leaving. Fun times. I was ready to buy a sofa, dresser, and dining room table with chairs but will go somewhere where I feel welcome and will enjoy doing business.

Bad service. Salesperson have no idea on what they talk about. Give useless discount just to attract you there. You will end up buying things with little discount

Ditto to what Sarina Lee said. I expected so much more when working with West Elm/Pottery Barn. You are literally left to fend for yourself and it's a logistical nightmare if you have a large furniture order.

I've recently moved into a new house and I went to West Elm to furnish my house with their mid-century collection. I was really excited about my order, but I've been waiting three weeks now for everything to arrive to the warehouse so that it can be delivered to me.

I've have two instances in the last two weeks where I've called to schedule partial delivery of my large order and the delivery was not scheduled. I've been passed around to about four different 1-800 numbers to get things resolved and every one passes the buck around. The scheduling department is completely separate from the furniture, retail and customer support departments, who are separate from "Concierge." No one takes ownership of their mistakes or problems.

I do not recommend buying large furniture items from West Elm where you need to have it delivered. This is seriously the worst customer experience I've ever had.

Best customer service ever! Laura was efficient, polite, and followed through with what I was looking for. She spoke with clarity and a happy tone in her voice as I did everything over the phone. It was Christmas Eve day and she gave me the time and did not seemed rushed or irritated that I was calling. She is a rock star in great service!

No one answers the phone! Must have let it ring 25 times.

Staff will ignore you and when you ask for help they usually aren t very pleasant. Last time I was there I finally gave up and just sat on a couch glaring at this chick, did she or her coworker acknowledge me once during the 45 mins I sat there? NOPE. The upside, she saved me for wasting $1,000 on their line of questionable quality home goods.

A great place to get inspired to redecorate a room.

I really like west elm's style; modern, clean, but also a bit eclectic. The customer service is pretty good - returned something I ordered online to the store and was able to get a refund to my credit card no hassles.

Very lovely furniture and decor store. I'm not sure how they make money but it's a very nice place

Our pick up experience was wonderful. The team was helpful and informative.

Great West elm. Can get a little crowded on Saturday

West elm does not has an account manager for handling large order. I ordered from them I became a full time coordinator, coping with their logistical nightmare, quality control fail, communication mess, terrible customer service, A working professional will be losing their job before they receiving all the pieces. -West elm is for patient rich door keeper can wait forever.

I spent 14K here. 25 days passing by, I only received 20 % of what I order. 15% of them have quality issues. Table surface isn't flat, sofa, chair has one leg shorter than the other 3 legs, the fabric under the chair has fallen off. And the wooden legs of the counter top chair have dens and paint coverage issue. I also ordered a dining table set: bench cushions sold out after the Bench has arrived, the whole look has been destroyed. The customer service representative can't see what has been successfully delivered by delivery companies in their systems. The customer service representative does not know what has been taking back by the delivery companies due to the quality issues.

All their free delivery marketing materials can not be applied in furniture delivery. I paid nearly 2k for delivery charge.

The whole system is not well integrated. You are the only one knows what's going on, please document everything, so you can explain your case to 10 different service ladies. Please make sure you are taking the notes of every conversation you had with any west elm staff and record their voice. Because nobody is taking notes here. They are robotics, using their bad system. You will be talking to different people every single time. None of them will follow up, none of them will keep their promises, nobody can see what other people have promised.

Drove all the way there from Palo Alto and bought two sets of 108 curtains. When I got home, all lengths were different. Two were 84 and had been placed in the wrong 108 bag. One was 99, which is not even a length they produce!

The store and merchandising is really inspiring. My dream home would be filled with West Elm. I love when they do the flea market on Sundays....a great opportunity to get some great deals!

Was ok with the furniture we bought. The couch had a problem. Follow up after purchase was terrible. Months have gone by many calls emails no results. Would pass on this place too much time wasted.

Off shoot of Williams-Sonoma, this is their casual retail line.

Had a slew of disappointing experiences here. We went into the store because we tried to do an online order and were surprised with a 35% price increase in the cart due to white glove and shipping and processing fees on a PER ITEM basis. When in the store, the manager did a few unprofessional things. 1. Berated us for expecting free shipping and that we should not feel entitled not to pay fees (what??). 2. He laughed at us and told us pickup is not an option and nobody does that. Crate and Barrel does. 3. Told us that despite the website saying furniture pieces are "FSC certified solid wood", it is actually polypropylene (plastic). Walked away extremely confused. Did not end up buying from West Elm.

West Elm has stolen money from me.

I ordered and paid for couch on July 8th. After being told it was back ordered multiple times, finally a delivery person came on Oct 5 only to deliver 2/3 of the pieces. It is now Nov 13 and West Elm refuses to tell me when my 3rd piece will be delivered AND won t admit a refund.

I have spoken with 6 customer service agents on the phone and countless email threads for the past 4 months, and not one person is able to locate my missing piece. Even worse, nobody

Sadly, my only recourse is to let others know of this company s criminal activity (and legal action of course) at this point, as my numerous attempts at amiable solutions have been unanswered.

I STRONGLY advise you to beware of buying from West Elm they do not care about their customers, even ones who have been long time fans like myself.

I like the products, but I always feel they are a bit too commercial. That said, they have great ideas and I have bought pretty nice stuff overtime. Their staff could be a bit more friendly

Friendly staff, but inconvenient location if you don't have a car.

Long wait, staff seems overwhelmed. Nice stuff though.

I went here looking for a wine rack and they didn't have anything (maybe just a little counter top wine stand, nothing for storage). It's cute, but everything is crazy expensive and the selection isn't that great.

I bought an entire bed set from you, shorty after a comforter ($300) started to fray. I contacted customer service and was told the comforter was no longer available. I was offered a whopping $25 gift card for the trouble. I never received anything and I ve contacted your company several times now!!! Terrible products, service and company.

Limited availability in store. Better check the online shop.

Not as great as I thought, but gets the stuff to your house.

We had never been to West Elm before, but we needed to furnish almost a whole house and really wanted to TOUCH and FEEL the stuff before purchasing like all the online venues. We were helped by Bryan, who was over the top knowledgeable, patient, efficient. I have not one complaint. Perhaps the older, poor reviews inspired them to better service because ours was impeccable.

The five star here is for the excellent service I received from Kobra. I was in a super frustrated situation as I just moved in to a new place and the sofa I ordered from west elm was supposed to deliver right after I moved in. But It tuned out it would take another a month and half to show up.

With multiple exhausting phone calls with west elm customer service, I decided to come to the store and speak with someone there.

That's where I met Kobra and explained my frustrated situation to her. She was extremely patient and empathy about my situation. She went above and beyond to help me resolve this issue. She even followed up with me and provide update after my visit.

She provides one of the best customer service I've encounter. I would think twice when I order any large item from west elm (the poor reviews about customer service from their call center and deliver service are true), but if I make any purchases, Kobra would be the only one I will work with.

Super friendly customer service and nice furniture...the woman that helped us even gave us her 20% friends and family discount which ended up saving us a lot of money.

Their delivery/distribution team just can't get it right! twice delivered an unlevel chair -one leg shorter than the other. Then lost the item for 1 month. Next delivery attempt failed. You have to give them the date and they give you the 2 hour window a couple days before - you can't choose the 2 hour window. Williams - Sonoma and West Elm San Francisco distribution center is a disgrace to the brand!

Don't buy anything you can't carry out of the store. As other reviews have mentioned, the delivery logistics are a complete mess. They lost part of my order and only noticed after I called to ask for an update on the delivery window (after a month of waiting). Everyone person I've spoken with in customer service or scheduling has a different story as to where my order is and when it will be delivered. Each rabbit hole phone call eventually ends with instructions to wait for a phone call or email that never comes.

Ordered an item February 8th was told it would be delivered 8-10 weeks, finally received an email stating it had been shipped on March 22, come April 22 still no word. Had to call West Elm multiple times only to be told they don't know where my item is and I am still in the midst of getting this issue resolved. This is a completely unacceptable way to do business.

Poor customer service. Snappy and rude stock associate that ruined the whole experience. Sales associates are always way too busy to assist customers.

I really like West Elm and have ordered a great deal from them. My beef with them is their delivery service -- what they tell you in the store and what is actually the case are vastly different. I ordered a bedframe at the store that I was told was on backorder and would be shipped on Feb. 24. When that date came and went, I called and was told early March. The most recent time I called, now they are saying mid-April. It's very frustrating. And don't get too exciting when you get the shipping notice for their "White Glove" delivery. I got a notice that they my couch was shipped on Feb. 27. It is finally being delivered on March 20 - a full three weeks from the date it shipped. I'm assuming that they shipped it via bicycle.

This store has a Very beautiful furniture and it is close to Ikea. They have survived close to a big rival because I think it sells lots of special furniture and beautiful ones. They only problem is parking spot which is very limited for a big store like this one.

Nice furniture. Bedding and towels are nice but expensive. Helpful staff. Lots of parking

In general, I love the new furniture but realized some minor issues with the assembly which we paid for (see attached pictures of off-center backs of Henry Leather Power Recliners), in addition, our credit card was charged $250 over the "TOTAL" order amount. Just called customer service to sort all of this out, spent 30 minutes on hold only to be hung up on...

West Elm seems like a good option for someone in my age bracket looking for sleek furniture design at somewhat reasonable prices. However, I have to agree with other reviewers that even dropping by on weekday afternoon with as many sales reps in the store as customers, I felt like I was bothering the staff. Somewhere between haughty and completely uninterested in talking to me. The people at EQ3 across the way and the Palo Alto West Elm location staff were much friendlier. I also have family members who ordered things from an Arizona store that were not delivered for months and even then in a damaged state.

Prices all make me laugh. Made in China quality meets markups like you've never seen

Very friendly staff! They stayed late to help us with a sale and were super gracious throughout.

Good store but it was overcrowded due to then having several vendors on the floor. Service was difficult to come by but helpful once you were able to flag someone down.

This is one of my favorite stores to buy home stuff. Everything is super colorful, fun and stylish. I wish they had a store in San Francisco!

Customer Service very disappointing. While shopping for a sofa I decided to go into the Emeryville location and was very disappointed. I had purchased items from there on multiple occasions. Upon entering the store I observed one of the employees run from behind the counter and immediately approach me asking what did I need. I informed her I was just browsing and would let her know what I needed any assistance. She immediately because yelling out loudly "stock check "and walked swiftly to the other side of the store and spoke to a coworker. Both women began looking at be strangely, as I walked through the store the coworker remained on the opposite end of the store walking to the rear of the store. After reaching the end of the store I asked the young women did she work at the store she stated yes. I asked her why was she peeking and walking slowly and observing me from the other side of the store, she stated she was helping another customer. I informed her I needed some assistance with information on a sofa, I asked again, she did not respond. She walked away toward coworker never provided assistance. I left the store feeling very uncomfortable and felt that I was a victim of racial profiling. As I left the store both employees continued to stare. I truly did see items I was interested in but preferred not to shop at this location.

Good West Elm location. Friendly, knowledgable staff. The checkout line moves slow though for some reason.

After IKEA (which it is next to) it seems expensive, but there are some cool items.

I literally hate west elm now. We bought 10k worth of furniture for our new home. The couch we bought took THREE MONTHS for them to tell us that they never processed the order. Once we called and told them to cancel the couch because we found a comprable one from ARTICLE. Two weeks later we saw that we got CHARGED for the couch that NEVER CAME. That we told them to cancel. Then the customer service rep told us that they would handle this and send us a 100 dollar gift card. Three weeks later the charge is still on the credit card and no gift card. Long story short, the stuff that made it to the house was good. But this was the worst customer service I've ever experienced in my life. Wont be buying from here again.

First time visiting a West Elm. I really enjoyed the selection and quality of the furniture. Left thinking I would love to replace a lot of my furniture.

Worst customer service. Everyone is incredibly rude and unhelpful. Also, it's just a show room, not an actual store. They don't have anything you can actually buy, it's just for looks only. They want you to buy their productd online and pay for shipping. Such a scam/rip off. Never shopping there again

Beautiful store and nice staff (above rating for that) but we're pretty unimpressed with the quality of our dining room table

Moved here from Denver where the customer service was terrible. I told my husband maybe the one in CA would be better. Well no. HORRIBLE customer service. The people working there are either talking on the phone or talking to each other. No greeting, no offer to help. You have to track someone down. Then of course, they have no authority to or show no effort to try to find a positive answer for you. I have now tried to call the store but there cheerful robot voicemail tell you to enter zero to get an associate. Then the voice says "No one is available. Goodbye." It looks like the whole company needs an expert from the Four Seasons to show a little niceness.

Since being treated so bad at my local pottery barn I came here to buy furniture for my new digs! Great staff & awesome selection, I love my couches, lamps and table

The folks who work here are very helpful, approachable and professional. Some of the best customer service in the Bay Area. Kudos to whomever manages the staff.

Love this store. So many wonderful things. The sales associates are very nice as well.