west elm

A few months ago, I visited the Palm Springs store to choose a sofa and rug. Kim Williamson patiently assisted me and was very helpful in making my selections. We anticipated a delivery time of about 90 days, which worked perfectly since we would be in Canada during that time. Surprisingly, the delivery was offered after only 30 days. I called the deliverer's cheerful customer service person each month and was easily able to reschedule it for the week of our return. The items were delivered yesterday and we are very pleased with the quality. We plan to order a heavy coffee table this week. I do have 2 complaints. #1 is the flat fee delivery. According to the website, the $699 coffee table will have a charge of $309 for delivery. That doesn't seem reasonable. #2 is the reward points expire too quickly. Mine expired while in Canada, so $50 credit was lost. That doesn't seem reasonable either. I'm sure these are corporate policies, not amendable by our local West Elm.

If the rating was just about the staff of the store, I'd give it 5 stars. The staff is always welcoming and friendly. Have tried to stop here probably a half dozen times over the last year or two and this store just never ever ever ever EVER has the items in stock. Basically, unless you are shopping for a candle, pillow or a reed diffuser, this is just a showroom giving you a visual hint of what something looks like - they'll have to order it for you or you'll have to order from the website yourself. (I know, this is a lot of retail stores these days, but did not expect it for some of the tabletop items we were looking at.) As for the style/look, West Elm has fallen down the same muted/washed out whites color palette that most other stores have these days. Whether you'll like their stuff depends on how much you like that look.

I purchased the Laurent couch in Tarragon distressed velvet back in July. First delivery they brought 2 of the same pieces. I then found out they didn't have the arm piece in stock. I had to wait until November. I shared my concern about getting the couch at different times and not made from the same dye lot. Well low and behold the arm piece came and they didn't match. I called and explained I want the couch made from the same dye lot. They re-ordered to arrive in February. I was so excited about the couch arriving today. The delivery guy came in and I explained why I was getting a new delivery, he was concerned because 1 item was in a box and the other was not. Low and behold the color doesn't match again. I can say the customer service has been great about replacing, but the quality control is horrible. I wish I could upload a picture.

Worst customer service of any furniture retail in the Valley. Unfortunately, they even used Modernism week as an excuse when I entered the store with 4 other people that were inside. Manager chatting with an employee for 15 minutes with no acknowledgement. They have great bedding and I have sent many friends to the store but will not use them anymore.

The staff at West Elm in Palm Springs did a brilliant job in consulting with us about our purchase and sorting out some tricky wrinkles with payment using a foreign card. They all chimed in to help. We particularly adored Garren, who has a wonderful eye for design and style and color and saved us from making the wrong choices. He was fabulous, so thoughtful and kind, and left no stone unturned and was very patient. We are ecstatic about our purchases. The collections here are beautiful but relatively affordable. I highly recommend this store.

First, the store in Palm Springs, CA has poor customer service! Several employees in the store and not one has ever approached to ask if they could help. When I approached a store employee and ask for assistance, it is like speaking to a dead fish. Second, moving forward, I order a custom sofa and two months later there is zero communication with me on what stage of the process is my sofa. Interesting, I order from Amazon, Etsy, etc and I get great communication. I hesitantly went to the store downtown Palm Springs to see if they could provide me with any information. I got an attitude and the answer was no, I do not have access to that information and handed me the corporate customer service #. Finally, I am finished shopping at West Elm.

Great place to shop really beautiful store but the cashier did not know what she was doing and instead of calling someone to help her we just walked out. She told us that a certain leather was no longer available. So we went to another West Elm, and guess what the leather was available and so we’re having a custom-made piece of furniture.

I'm extremely disappointed with West Elm. We ordered bedroom and living room furniture from them. The bedroom furniture finally all arrived after no end of issues with delivery. Now, we arranged to empty our living room based on the promise that the living room furniture was to be delivered on March 9th. We believed the furniture would all be delivered because we were told they determined that it all had been "scanned in" and was ready for delivery. We then received a follow up email showing all items are scheduled for delivery. On March8th, we received a phone call saying oops, the sofa is still being shipped from somewhere and with an unknown delivery date. The communication and customer service is terrible.