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.

Was interested in an ottoman, but the rude customer service was quite off putting. This is not a child friendly establishment, if any parents are interested in browsing this store. My 1 year old was interested in one of the plastic jingle bells that were part of a coffee table display. I made sure he was not going to damage anything, but the employee had to make a snarky remark. We promptly left due to the hostile vibes.

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 have had three interactions with West Elm and the staff at this location. Each interaction was better than the prior and all were outstanding. Everyone was helpful, informative and tried to solve problems. I think that last part was really the thing that stood out. Customer service seems to be a forgotten aspects of sales these days when so much is done on line, but dealing with Scott art this location demonstrated at some places it still matters. Scott went out of his way to solve a few issues and to help find the items we needed. He also went out of his way to assist with a delivery which was way above and beyond anything I could have expected. We will be furnishing our new home in nearby Desert Hot Springs and because of this genuine concern for the customer Wet Elm will get the lion share of our business. Thank you Scott.

Worst customer service ever! The employees go out of their way NOT to help you. They stand behind the counter and seem unwilling to move. It's absolutely ridiculous. They couldn't care less if you buy anything or not.

My review is strictly for this west elm store. Like some other reviews noted I've had issues with west elms website orders but not sure why id take to this page to hash them out? Just wanted to acknowledge that my review is to credit the pros and cons of this store here in downtown Palm Springs. This is my go to west elm store out of convenience and I'm overall pretty happy with my experience shopping here every-time. I find that the sales staff don't hound you and allow you to look around without feelings uncomfortable. However whenever I've had questions or been to the register I actually think that the staff are all very nice. I feel like based on other reviews the service has been rough for others but not me. I've continued to have good experiences here without issue. Today Garren helped me at the register and he was beyond lovely! Good sense of humor and helpful. He was able to wrap each individual glass very carefully for me and just had a nice attitude which I appreciated, as I know holiday season retail can be stressful. 5/5 stars for my service today with Garren. I appreciated that for the holidays they had a very clearly marked discounted holiday section. I bought the cutest ski cocktail glasses here for $5 a piece instead of $10. I was happy camper and I noted a lot of others were buying stuff off this rack. People love a good sale the day after Christmas. The only reason I docked a star for this location is for two reasons. Sometimes I've struggled with their inventory and then just not having enough of one particular item. I hate shopping from west elm online as other reviews have noted as they have lots of issues online with their shipping. So when I come into this store sometimes I get disappointed that I'll find an item I like but not enough quantity in store. Last little ding are that their prices can be a bit much for what the items are - I always wait for their sales and it's served me well. Some items I wish were just better priced at the get go but their in the business of trying to get as much money as they can, I get it, but sometimes I hate having to watch the sites to get the deal but it's just what it is. All in all I'm glad downtown has this location and they'll continue to be a stop of mine when in town.

First hands down, This place has beautiful furnishings and nice customer service. They have a vast amount of different beddings and kitchen items to choose from. They lose two stars for their prices. I understand that rent might be high, but still way too expensive. I did purchase something for the novelty, but that's all. They need to pay more attention and have a restroom that mirrors their sales floor. Unfortunately, it isn't. ZERO toilet paper, ZERO seat covers. It looked dirty and didn't smell good either. I wish the picture I'm posting could smell to let you get a smell.

Being new to PS as a full-timer, I am still learning the ropes. I've come to learn that this particular West Elm has a long standing reputation for terrible service. The three recent times I've gone in, impossible to be recognized. When you ask for assistance, they go out of their way to make you feel bad and let you know it's a tremendous burden to help you. Usually you can't even get their attention behind the counter! I would dance topless but these guys wouldn't care. I have three homes decorated in West Elm, they have most my business forever.

One of the best stocked west elm stores I'd seen. Not busy in the heat: entire summer. Just imagine, had Palm Springs area had an indoor shopping center--- entire area would likely go there daily to walk and browse. A big well stocked indoor center is much needed. Would be brilliant for all these stores to get Togethers and build a new big indoor center. Outdoor dining & restaurants are great, but shopping? There is nowhere to go to walk and browse during the summer. I don't even think there is a gap or banana republic in the area. Weird. Hours away? Opportunity, shopping centers. There is tons high end housing here.

The best customer service I've ever received at a furniture store. The Sales Manager, Charlie was incredible!! He went above and beyond to support me with furnishing my new apartment and I've never had a better experience in my life shopping for new furniture.

Gorgeous furniture and home decor! I was in love with the new house smell when you first walk in AND the candle section really makes the back half of the room smell amazing! They had great scent choices and they had huge sizes! I've never bought their candles before but if I didn't already have so many other ones in stock, I would've gotten one. Maybe next time!! Didn't buy anything this time but browsing through the entire store really made me wish I did. The staff are friendly and everything was very organized. They even had a clearance section for all of their leftover Christmas candles and decor. A lot of modern looks and very artsy. Prices are definitely up there though! There was a tiny, tiny single-wick candle that they had in a tin for about $19. Not sure on the quality and how long they last or if they make the room smell within minutes or if it takes hours. Hope to take something home next time! IG: @ammysalamii

Such a nice lucrative store. The evening I went there , there were two unfriendly associates working there .i had to use the restroom , there was no toilet paper ,no towels ,no seat covers. I just went to urinate. I like to clean the toilet seat in case I splattered . But I didn't even get a chance to do that. I know it's too much information.but shame on them for unsanitary practices.

We are long time customers of West Elm and we have always been highly satisfied with the team there. Our go to guy is Garren! He's helped us so much in selecting my pieces. He offers wonderful suggestions. If they don't have something we are looking for he helps us locate it. We can't say enough about this man!! We love West Elm, the team and especially Garren!! 5 stars for this man!!

The worst and most unhelpful staff you will ever come across.. just entering the store itself is a cold feeling.. Avoid buying from them too and make sure you understand there is no warranty after 30 days on thier furniture

West Elm is extremely disorganized in fulfilling furniture orders. The staff in the stores are very nice and the furniture is beautiful. Unfortunately, getting problems resolved during the delivery process is nearly impossible. We ordered a bedroom set and the whole process was chaotic. Some of the furniture was delivered then lots of confusion regarding the remaining pieces. In the meantime we ordered some living room pieces. After the final bedroom furniture pieces were delivered, they kept calling to schedule delivery. It was only after we scheduled a second delivery, that they finally realized that they had already delivered the furniture. Now with the living room furniture, we got a notice that the sofa was delivered (it hadn't been) and the other pieces were waiting to be delivered. Then we get a notice that the all furniture is ready to be delivered and it was scheduled for March 9th. Now we get a call stating that oops, the sofa is still in transit and the other pieces will be delivered but the it's unknown when the sofa will be delivered. I would never have ordered the second set of furniture if I had any idea what a mess dealing with delivery would be.

Placed a custom chair order; John my sales person was beyond informative and helpful and followed up on order. Chair was finished and delivered on time with the best delivery crew one could want; consummate professional all around, 10 stars from me!

The worst customer service and lack of integrity. We purchased a very expensive sectional from the Harmony collection in May 2023. Each piece arrived shrink wrapped and was immediately put in storage until our new home was completed. We unpacked each piece a few days ago to discover there were four missing end pieces that the various sections need as legs and connectors, and two missing center legs. We emailed and called, emailed and called their B2B department only to be finally told without apology, too bad for us because we are past the date when they do anything at all to correct their mistakes. So we have our first Thanksgiving in the house coming up, and wobbly sections on 2X4s for our family to gather. We will never buy from them again. They could not care less about their customers.

I am visiting Palm Springs and West Elm Happened to be next door. I love west elm and have been eyeing a table and chairs. I was able to go it and see all that I'm eyeing and put the 3 chairs I'm interested in next to the table to see what's best. Just browsing today as not from Palm Springs, but the gentleman who I talked to was great and super friendly and gave me great feedback.

Rudest and most disinterested employees imaginable. Was willing to overlook the many complaints about their order fulfillment and delivery problems if West Elm had items I liked. One trip to their Palm Springs store and I will never return, much less order from them online.

When it comes to outstanding customer service, be sure to work with Garren Drew, home stylist, at the Palm Springs @WestElm store. From start to finish, he puts the customer first. And when the corporate team fails to resolve issues, he goes the extra mile to make sure his customers are taken care of. Mistakes will happen. That's always a given. But it's how an organization deals with issues that differentiates them from their competition. Yes, there are supply constraints due to Covid. I get it. But nonetheless there is simply no excuse for providing inconsistent and poor customer service or misinformation at the West Elm Corporate level. @WestElm corporate I hope you read my order notes and train your customer service team to put customers first and then optimize operations so that mistakes like those I encountered do not happen with others. Please also remember that it's the outstanding locally based home stylists like Garren Drew who will keep your customers coming back. He gets 5 stars from me! Thank you, Garren, for helping us! You're the best!!!

The only reason that I am giving the two stars is because we got our dining room table on time as promised. Now is where the fun comes in. We ordered six chairs for our dining room table. We were told that they were in stock and they will be delivered in a week. That was a lie. We looked up the order online and they were now backordered. From being in stock to backordered? Hmmmm. We contacted Marlene in customer service. All we got was her canned script at one point almost calling us liars as to what the saleswoman said. She told us that we would have the chairs by a certain date. Marlene said "we do not give definite dates and all of our dates are only estimated." Then more bs about distribution center. The delivery date has changed four times. The "retail service lead" was really hot helpful at all. Honestly, the do have some nice furniture, but DON'T expect it to arrive on time. We will never use west elm again as I told Marlene, "we will NEVER grace your doorstep again."

Save your money, all while avoiding being ignored, by going to the West Elm outlet store (Moreno Valley) instead. I get that I'm significantly younger than the average demographic that shops here, but last I checked.... a customer can easily turn into a PAYING customer OR a LOST customer. Guess which one I am? The staff at the outlet store are much more approachable, friendly, and helpful. And the icing on the cake is the cost savings.

Despite all the complaints and dismay, I was very happy with my experience. The store was so inspirational an gorgeous! I was pleasantly surprised not to be hounded an bothered with questions when all I wanted to do was browse. When I did have questions or need any help they were very prompt and friendly. I will absolutely be visiting this west elm when in PS again. Thank you west elm

We ordered 2 pieces of outside furniture several months ago. They delivered 2 badly damaged pieces. They told us hold them and they will return and replace them. Several weeks passed and no word. I called up and they told be they just received stock and someone will call me too schedule pickup and delivery. Several weeks passes again and I called up and don't you know it out of stock again They now tell me July 25th yet another 3 plus weeks so I'm no longer in town so I just told them pick up their crap and return my money. Horrible customer service besides poor quality furniture. I. Take a good look at me because I'm never going into their store again.

If you don't want to receive your item and want to spend hours and hours on the phone with customer support getting the runaround, and if you want to take sit in your apartment for a few days only for delivery to be canceled over and over again, then definintely West Elm in the company for you. I still don't have my replacement piece of a very expensive vanity that I ordered last March (2022).

No wants to help you here! The associates walk around and have no interest in you. Wow, downtown Palm Springs and bad customer service

Came into the store ready to buy a living room set but maybe i didn't appear like i was a millionaire I wasn't greeted or anything waiting around for the sales people to finish talking with the window shoppers I decided this place didn't want my business I deserved better thanks making me realize that

Horrible customer service here, came in several times was never greeted by anyone. I recently moved to Palm Springs and was looking for some new furniture unfortunately every time I came in no one ever assisted or greeted me. I told my spouse and he decided to walk in one day while I waited outside because he did not believe me. He was immediately greeted by several employees ( he's white ) I'm African American I only say that, because I was wondering if that was the issue any way I will never EVER step in this store again. West Elm do better!

Very poor service and never delivered our table and chairs.....AND they are making excuse after excuse.....shop elsewhere if you want to actually receive what you paid for! AND they asked for payment MONTHS ahead of time and made all that interest while we got NOTHING. DONT SHOP THERE.

I really do hate to be that person who only leaves a review once their dissatisfied, but it's happening. Just to preface, this review is more specific to West Elm's processes I experienced after spending over 6K in the Palm Springs store. While in the store the sale associate was eager to help us, perhaps too much so, as she often didn't give us much space, but I suppose that's part of her job and the store is set up beautifully. Of course, right? Anyway, I've always appreciate the style for sale at West Elm, so upon moving to the Palm Springs area and needing furniture it was our first choice. We really should have kept looking... We ordered a couch(sofa bed), a dining table, outdoor couch, two outdoor chairs, and an outdoor coffee table. When we were placing our order the sales associate showed us the break down of expected delivery dates, roughly 4 weeks for everything-Order date was August 2nd, expected delivery was Sept. 4th-18th- except the coffee table expected mid October. Lo and behold 4 weeks later, no furniture, with further stretched out delivery window, 8 weeks post purchase! What? I'd like to add that there were no customizations to our order other than having the chaise lounge on the couch moved to the right side instead of the standard left side. We got the "in stock" material, and while in the store the sales associate reassured us everything else was in stock so it was just a matter of the couch being completed. After huffing and puffing for a moment I decided to contact the sales associate from the store. She initially suggested the date got pushed back because I had missed the delivery call. Even though I never received a call. She was somehow able to get the couch delivered on September 19th and the outdoor seating that following week. So, where's my dining table? Now here is the frustrating part, the dining table base was eventually delivered on September 26th. After playing phone tag with the delivery center I was informed that the top to the dining table top had been "damaged" at the delivery center, thus deemed unavailable for delivery. Apparently another was being sent in its place, yet I had no information on when. The person I spoke with said it's in stock but now it's a matter of getting it onto the truck. She managed to figure out a way for it to get on the Saturday(Sept. 28th) delivery. I got the confirmation email and was awake at the beginning of the delivery window, 7am. I received a phone call around 7:45am from the delivery person telling me they don't actually have the table top because it was indeed damaged, and yep, another one was being delivered in it's place. I could expect it on December 16th. 5.5 MONTHS POST DELIVERY. Epic fail, West Elm. Apparently there was nothing that could be done if I still wanted the table so I requested a return and pickup of the base. With that save yourself the hassle of not getting your furniture in a timely, hell, a REASONABLE, fashion. Yes the items I did receive are quite nice, and I'm satisfied with the design and purpose they serve, but I wouldn't recommend them to a friend because of the poor management of deliveries. It's how do you say, more trouble than it's worth. Literally and metaphorically. It's not the people who answer the phones or deliver the items, it's what I assume to be an internal issue with the mass production of "high end" furniture. In conclusion: Pushy yet helpful sales associates, beautiful furniture, nice to talk to customer service, and absolutely abhorrent overall service due to a hot mess of a delivery process. Save yourself, only purchase what's in store. They have great planters.

Love this store and the wonderful staff there! In particular, Scott McLaren helped us with a very complicated reurn that we expected was going to be a nightmare and not only did he make it easy but it was truly a pleasant experience! Cant rave enough about how happy we were. 6 stars.

Garren was so sweet and helpful when I went in last week! So happy he is still there. It's so nice to get amazing customer service and see people at work that are enjoying being there. I just started redoing my condo and I can't wait to go back there now and have Garren help me more! Thanks so much.

What's with the customer service at West Elm on Palm Canyon. It stinks. Went in this am to purchase a coffee table and was ignored. Approached a sales person, showed her the table and asked how long it would be until delivered. She went over to a computer, came back, said June and walked away. Afraid few minutes it was obvious she wasn't coming back so went to the counter where there were two saleswomen. They were so engrossed with the computer I was completely ignored. Left and came home and ordered the table off the website and it will be here next week. Won't be going back in that store.

Stopped in to take a look at there merchandise. They've very nice furniture at a very Hugh price. Service is excellent. They constantly check on you to see if you need any help or questions. Place is laid out nicely and is bright and inviting Only time we've seen great prices is on clearance items.

Not even 1 start for this business! Got a damage table and never got it exchange or replaced. Every time I called customer service it was over 2hr wait to talk to someone and for nothing because they never fix our issues. After waiting so long for this dinning table then the 1st delivery was totally a different item which they took back after they took a long time to get my table and it was damage... expensive store not worth paying a lot when your furniture comes damage or so delayed... and another thing is that the top is concrete but it's nothing like concrete, feels really cheap.

Very disappointed in the service here. I saw some lighting that I wanted to order for a new install. The employees of this location couldn't be bothered to greet customers. They would rather stare down those who entered and continue with their conversation. This was a missed opportunity for a larger sale by your company.

Just called to ask some simple question about the buffet table that we are planing to purchase. We ask about the delivery charge and forget to mention about if that will be the same delivery fee if we order and get it to deliver to the Palm Springs location so we can pick it up. Guess what! If you forget when you call the first time to ask all the questions all at once then when you call back to ask the store again you will get " aren't you just call before ?" Wow..... rude ! I work in service industry and I will never treat anyone like that, I think if you hate your job so much and you don't want to talk to people you should NOT work in the business. Learn some manner please! I guess I will just purchase online because you don't need my business. Employee customer service training go this Palm Springs location please.

The customer service here sucks! My husband and I had to walk over to two sales clerks who were too busy looking at their phones to pay us any attention. When they finally acknowledged us it was as if they were doing us a favor. We were set to buy several items, but changed our minds and left the store - never to return.

West Elm is a delightful store walk into. The salespeople are helpful and attentive. BUT, everything falls apart once you place an order. If you want to get lost in a maze, order from West Elm. We had an order that took 4 months to arrive and it arrived damaged, so we refused to accept the product. They returned it to shipping and it took a month to hear back from West Elm. They said they were sending someone out to repair the damaged table at which point I told them, we didn't have the table and we ordered a new table, not a repaired table. They then said it would be another 2 months. I just received a call from shipping that they had out table base and were ready to deliver. Unfortunately, they didn't have the table top. Need I go on?? They are inept!!!!!!

It pains me to give West Elm a 1-star review. I was so excited when Palm Springs was getting a new West Elm store in the heart of a revitalized downtown. This rating is based on both the West Elm downtown Palm Springs store as well as the phone customer service in their corporate headquarters, which is horrendous. I feel bad for anyone who has to speak on the phone with the customer service reps for West Elm regarding an order you've placed. It's a nightmare, and you are guaranteed to get the run-around if you try to change an order, coordinate a delivery date, or alter anything related to your order ... even if you've literally just purchased something minutes earlier. West Elm's big in-store problem (and what will ultimately ruin their business) is the same thing that happened at Macys, and is probably part of the reason Macys is closing so many stores nationwide at the moment. The store has too many different sales promotions, and they are all created as a bait-and-switch. Every day it's something new... and by jumbling all of their promotions and sales, it's very confusing for customers. Every promotion comes with an asterisk* .... like Buy More, Save More*, where you get a 30% discount if you spend $3,000. When you look closer at the asterisk and the tiny print, it says it does not include "Design Deals." How is a customer supposed to know what that term even means?! And it's arbitrary at best. I was recently in this store and the sales associate had me convinced that spending over $3,000 was the way to go. She said, "It's really in your best interest to go over $3,000 because saving the 30% on our Buy More Save More deal is the best sale we offer. We do it only twice a year because it's so popular." Quite a sales pitch, eh? So since I did like the furniture I was choosing, and the total was around $2,500 or so, I decided to add a 6' x 9' rug (at $699) to the purchase, putting the total over $3,000. What a deal, I thought. Now I will save 30%! Or so I thought. (By the way, the sales associate sent me home with the wrong rug swatch because she got confused by the color blue. I kept wondering why it looked so different in my house than in the store... it was the wrong one!). Fast forward to the check-out line when I was paying for my items. The total of the furniture (dining table, 6 dining chairs and rug) was about $3,200, so with the 30% off, I'd be saving over $900 and the total would be around $2,300, right? Nope. She finally ... just then, after all of this has been ordered ... tells me, "So your savings is $320. The 30% discount can only be applied to the table, so the total cost of your order is approximately $3,600." What?! Yeah, she "forgot" to tell me all six chairs I was ordering were considered "design deals," which are excluded from their sale. She couldn't have explained that earlier, at any time, during the buying process? Unbelievable. She completely led me on the entire time by continually talking about the 30% discount as we were looking at the chairs she KNEW were not part of the sale. She should have told me then, not waited. West Elm's tiered pricing deals are full of false advertising.

We were shopping for furniture for our new place. We have a specific look and style in mind. Went to several places and finally found West Elm. Why? A few reasons: first we like the style, second the quality of the furniture was very good, third lots of selection and colour, fourth the service was very good with Scotty. But most important the store manager "Wendell"! What a gentleman! He was helpful, he listened, calm, and funny! He made our experience seamless and enjoyable. So if you're looking for snazzy mid century decor go see "Wendell"!

Want to share with you my bad closing experience at The West Elm at Palm Springs. The following was sent to store management, via corporate customer service, not surprisingly I was NEVER contacted. ------------------------ September 4, 2016: I walked in to the new Palm Spring location and was very impressed with the merchandise and saw many sales floor representatives assisting customers and making all feel welcomed. Including our own, Monique, who greeted us upon entering and gave us focused customer service during our visit. We found merchandise and discussed a future furniture purchase with Monique. After giving her our contact information we headed towards the register to pay for our merchandise for the day. Now first in the line to pay our first impression was ruined. We waited 20 minutes in line, to GIVE West Elm our money, while 2 of 3 registers were being used to CONSULT customers. There was two other customers behind us with no movement at the front counter. The fourth left because she had enough (lost money for West Elm). The remaining register was assisting a customer who was having trouble processing her credit card. Why didn't management train cashiers that when their point of sale becomes a point of consulting; it is time to pass the customer to a floor representative, which will allow cashiers to close the sale? Allowing customers to GIVE West Elm money. I asked for management to come and end my wait. Andi showed up and I asked her, "What is going on here? I waited 20 minutes in line and there are 3 registers opened, a line behind me waiting to GIVE West Elm money." Andi quickly apologized and rang up my transaction. Although not pleased and disappointed with West Elm wasting 20 minutes of my day standing to PAY; I was satisfied with Andi's quick response. Then came Wendel: He claimed he was also management and again I expressed my experience with the same question "What is going on here? I waited 20 minutes, and 3 registers opened and there is a line behind me waiting to GIVE West Elm money." His response, "It is our opening weekend." Really? That is appropriate? - No it is not. As a customer I couldn't care less. I stood in line to GIVE West Elm my money and leave - not hear a lousy excuse WITHOUT an apology. Is this the type of service one could expect from the West Elm Palm Springs? Regardless, this is the experience I am sharing with my West Elm, my review on Yelp, my Facebook page, and when sitting across at lunch with future West Elm customers. Very disappointed,

I live in Palm Springs and have purchased several items. However, every visit is a bust when it comes to customer service. I walk in the store, walk around, stop at many item and not one person greets you. I will continue to shop on line and not as West elm.

Want to share our bad experience with West Elm in Palm Springs. I was so excited to visit West Elm to be able to find pieces of furniture in the style I loved! After browsing on line we visited the store so we can actually see the pieces before ordering. Bad mistake!! We ordered online the Mid Century Media Console along with 2 side tables and 2 bookcases. The only available piece for immediate delivery was the Media Console, the other pieces on backorder. In addition to the price was the added delivery charge of $269.00. The Media Console was delivered in what they explained was "white glove service" which was very nice. When the additional pieces were delivered there were 3 large boxes left at the front door, the 4th still to be delivered. The boxes were too heavy for my husband and I to pick up, he being 83 and me 79. I called West Elm only to be told it would be another $150.00 for one of their team to come out and assemble the pieces. I was very upset to hear this as there was no indication of this extra fee on the website. The manager said he could provide a number to a local moving company they use at time which might be a lower cost. My main beef is there was no indication of these additional fees on line and the manager did not care or concerned about my dilemma. I would definitely think twice before purchasing any additional furniture from them. VERY POOR CUSTOMER SERVICE!

I see why they have Poor reviews at this location. I walked in and unfortunately the perfect stereotypical situation occurred. I stood there in front of 2 women for several moments waiting to be helped and they completely ignored me another employee came from another part of the store to offer assistance very typical. I am sure they Didn't expect me to spend money, Or I just wasn't worth the time for them to help. What they didn't know is I'm outfitting a studio for my business and also my home... They would never get my money keeping people like this employed. How uncomfortable and disgusting

If you want poor quality, unprofessional sales Reps (Suzanne), Managers who won't talk to customers (Topher), delivery nightmares, and drivers who drop off broken and damaged items knowingly, this is the store for you! Deliveries are confirmed the day before with a 2 hour time period. The day of delivery the first email I received in the morning said the delivery would not be done in the time period confirmed. I called customer service and the woman I spoke with said, "that's wrong, they have to deliver within the time period agreed upon, it's in their contract". I asked her to verify the email was incorrect. She came back on the line and said "the time period can change, even though it was committed to in the email". I asked why she was giving me conflicting information and asked what lie she was giving me was closer to the truth". I asked for a supervisor and she said, "why do you need a supervisor? I gave you the information". I told her I did not appreciate her lies and wanted a supervisor. She said the supervisor was too busy to speak with me. The 6 marble topped tables showed up, were left inside, and the drivers drove off. I moved the tables to find out one was missing the brackets to hold the marble safely in place in 3 tables. I called customer service and the rep said she would call the drivers and see if they were nearby and call me back. Instead the delivery person called me back. when I told him what was wrong he said, "Oh yeah, I noticed it was wobbly when I was unwrapping it". Yet he delivered it without mentioning the issue! Then I called customer service. I explained that I was unhappy with the entire experience regarding the delivery and the items needed to go back. I was told once again, they would get back to me and hung up before I could ask when. I then doubted I'd ever hear back from customer service and I called the Palm Springs store. I explained to one sales rep what was going on, he asked me to hold and he would have me talk with Topher the manager. I was then disconnected instead of being transferred. I called back and Tom said Topher his manager was too busy to speak with me but I should return the items to the store. I explained I paid for white glove service! He apologized and gave me another phone number for customer service to try with the promise it's the one they use in the store. I tried the number and it is only available and staffed Monday through Friday and to call back then. I called back the store and spoke with Suzanne the sales rep who originally wrote up the order for me. She said she was surprised that all this had happened. She suggested I drive the 6 tables in my car to the store. I explained it was a major inconvenience given I was 10 miles away and was leaving town. During the conversation said, "you are a mad man, you're crazy!". Which in this day of mental illness awareness I found her statements to be inappropriate, unprofessional, and insensitive. I finally much later got a call back from the someone in customer service who wanted to schedule a new delivery of replacement tables. I explained after all of what I experienced I had no faith that the company could deliver any products that had gone through quality control, had drivers who cared enough to show the customer there were issues with a delivery that they had found, or had customer service that actually provided service. She quickly said "fine, I'll put you down for a return and you will get an email to schedule a pick up of the items". Needless to say, between the delivery drivers, customer service reps who lied, and sales reps who are unprofessional and need sensitivity and cultural awareness training I want this to be behind me and to get a full refund. Shop elsewhere and don't put yourself through this! I guess I should have read the myriad of other less than positive reviews!

I bought a sofa and loveseat just over a year ago. It has not held up well. Sagging in the middle. Fabric frayed. Cushions flat and saggy. Super uncomfortable. I called and spoke to the store manager who gave me a 1-800 number to call. He said they, "stand by their products and will send someone out." I called the customer service line and after being on hold for over 40 min was told they do not help customers past 1 year. I am never purchasing west elm garbage furniture again and neither should you. It looks cool and modern, but it's seriously very low quality.

My beef is not with the store itself but with the fulfillment of their delivery commitments. I ordered a sofa that was a standard fabric with an expected 2-4 week delivery. It has been pushed out 2x. We are now being told it may be six weeks. Or longer. Very poor inventory control and follow up. Disappointed. I now have guest visiting soon and no couch. No firm ETA on delivery date That being said. Staff at the Palm Springs store are extremely helpful and very professional. Now if their supply chain people could get their act together I would reconsider. But not yet.

I have dealt with this store and its sales folks on two separate recent occasions - one in person and the other over the phone. Both times, I was assisted by Drew, who knocks customer service out of the park. Not only is he incredibly friendly, helpful, and knowledgeable of the product, but truly goes out of his way to ensure complete customer satisfaction. I for one, am not only satisfied, but blown away by the service I've received to-date. Thank you Drew; I'll be sure to come see you the next time I am in need of more West Elm in my life.

It's so beautiful in here! I hadn't been into a West Elm since moving to the desert from Los Angeles and for some reason I remembered it as being way more expensive. Not that it's cheap or anything, but they had gorgeous pillows including the insert for $40-$50 - to me that's reasonable for a good quality fabric and design. Throws were $29-$129, bedding $99 and up, cups and plates were $5-$10-$20 each - you could easily get a great wedding, engagement, birthday or holiday gift here. They also carry some locally appropriate stuff which is appreciated, California and SoCal items, Palm Springs prints etc. Cute for those decorating a second home in the area (or a first home for that matter!) The staff was very friendly but didn't hassle me as I browsed. They gave me gift ideas then let me wander til I was ready to pay which I like. Sometimes places are "overly helpful" AKA pushy. Not here!

I can't get anyone at West Elm to help me get my items delivered. It's four weeks late and no one can seem to tell me where it is and when it will be delivered. Tighten things up, Alex Bellos!

Very rude and elitist staff. They act like they're working in a store in Beverly Hills on Rodeo Drive. I will never go back there. I recommend if you want mid century items/furniture to look at some of the many other stores in Palm Springs - who have staff that want to make sales.