west elm

Cleanest Store ever. Love the setup, fragrance, ambience and ofcourse the best customer service. This review is specially for the store assistant Daisy. She was fantastic. We finalized beautiful champagne glasses for our friends birthday and Daisy prepared the box 📦 and wrapped it with beautiful ribbons 🎀 Amazed to see the spontaneous efforts and friendly attitude ❤️ Coming back again for sure

Nov 2024 - West Elm in the holiday season is beautiful Their collection is great, relatively affordable I worked with store associate Kimberly and she was very helpful for my selection of a coffee table Our coffee table finally arrived and we ❤️ it

Loved my visit to this location. Ended up signing up for West Elm card and it offered me 0% interest financing on the card. We ordered a leather sofa, buffet table, living room chairs etc. I will be back!!!

Helpful and knowledge staff. They were patient with our questions. It was pretty empty when we went so maybe that’s why. I see other reviews questioning customer service but they were great when my wife and I went. I wouldn’t really buy anything in store though. Online is the way to go. Especially since staff mainly uses the west elm website to find or get information.

I would buy furnitures here again. They are friendly and helpful!

We ordered a Jensen dining table, a coffee table and 3 stools plus a bunch of curtains. The coffee table marble top looks terrible, the Jensen glass top had tiny scratches all over and overall its just cheap glass. The stools started coming apart after a couple months. The curtain colors didn't match what we saw online. Tried getting assistance from I believe her name was Holly (the branch manager) at the Bishop Ranch store. She's horrible. Especially for a store manager. Just rude and not willing to help at all. She refused to exchange any of the curtains. We didn't want to do a return just exchange for a different color. West Elm/Pottery Barn sell high end cheaply made furniture at a high price.

Came in for an online return. The lady at the register was randomly rude at multiple points. When I was parked at the Kohler store next to them asking for assistance getting the oversized item out of my car, she yelled “there’s no Kohler anywhere near here.” And then when there was a wait at the checkout and I said I would go look around at artwork in the store while waiting she barks “there’s no artwork here.” Both times she was wrong. They’re literally across from Kohler and did intact have art pieces scattered across the store. Was just unnecessarily unpleasant.

We ordered a couch and dining table. Store representative promised it to be delivered in 1 month and even made us compromise on the color so that without making any customization the couch will be delivered fast. Neither of them delivered in 3 months. After this while dining table arrived with damage and when asked for replacement now they are saying it will take another 4-5 months. Worst possible customer service you will ever witness. Very unprofessional staff. They will not even pick up the call after placing the order. Please save your time by not going here and going through all this trouble.

Friendly and helpful service from both Jackie and Pam. They made our shopping experience great. We ordered in store and then did curb side pickup. They both went the extra mile helping us pick a rug. This store has a great vibe.

I scheduled an in home consultation for my upcoming home upgrade. Spoke to a lady named Michelle who told me that my house is out of their service zone. I understand and fully respect that. She then proposed a virtual workaround, which is fine. I let her know that west elm Emeryville store canceled my consultation on the ground that I am comparing ideas between west elm, pottery barn, CB, CB2. Michelle then became quite defensive. She said who has time to shop around 5 designers just because it's free ( that's so rude- I feel being accused as taking advantage of them which I am not. I am simply doing my due diligence). She then said all the designers are the same it all comes down to which pieces of furniture I want to buy ( I think we have very different philosophy of what interior design does for us. I believe the design would better support our goals enjoying our home. Sounds like she believes interior design is about selling furniture? I have a unique shape home that I do believe designers ideas are crucial in bringing the life out of the space). She eventually offered a virtual appointment. After feeling bothered many hours after our conversation, I have decided not to have anything to do with west elm, not matter how attractive their pieces are. My home deserves the best energy and great memories, not the negativities. Wish you guys well west elm. Ciao.

Nov 2024 - West Elm in the holiday season is beautiful Their collection is great, relatively affordable I worked with store associate Kimberly and she was very helpful for my selection of a coffee table Our coffee table finally arrived and we it

I've never written a review for a store, but here we are. I had purchased the mid century table and chairs in acorn, and wanted to buy a couple of accent chairs, however, everything that I liked was a different shade, so I wanted to see how different the shades were in person. So I came in on a weekday (Tuesday morning) to take a look. There were two people working at the register: a gentleman who was busy with a customer, and a woman who was just there. I found the table I had already bought and the chair that I fell in love with online, and quite literally picked up the chair and carried it over to the table to compare shades. At this point, the woman who was not busy and who had not so much as greeted me, barked at me that the chair was walnut and the table was acorn. That's it. No questions, not suggestions, just barking information. I was having a good morning so I explained that yes, I'm aware, as I had already bought the table and was looking for accent chairs and wanted to compare the shades. At which point, all I got from her was an ok. Great, thanks for your help. I proceeded to put the chair back and then I also wanted to look at swatches as I wanted to order a couple of chair pillows. I found the swatch area and was pulling out different samples for a good 5 minutes, looking for the colors I had seen online, when this woman walked over to the area I was in. I assumed she was going to ask if she could help me find something specific (and I was looking for something specific), but no. She turned right around and walked back to the register to do a whole lotta nothing. I will say that as I was leaving, the gentleman who had been behind the counter helping someone was now free and asked if I needed any help, which I appreciated. However, the woman working there wasn't just useless, but rude in her interactions. Maybe ask me if I need help or offer a suggestion about the chair, or something at all, don't bark at me without so much as a greeting.

Daniel and Jackie were so friendly and incredibly helpful in helping us find new bedding and night stands! We showed Daniel the area we were working with and he showed us some ideas. He has an incredible eye for design!

Beautiful furniture store in the City Center. I was shopping for a new dining set and counter stools. I had browsed online and liked looking at the products in person at the store. The employees were all very friendly and helpful. One employee in particular was great and she helped me pick out fabrics to match my room. Ordering was simple and I can't wait to receive our furniture!

Can I give "no stars"? This place sucks in customer service. Out of 5 visits there 1 was a good experience. That time, a young staff was very helpful. This place is a great case study on how not to run a retail store. The staff seems to be busy among themselves. . Who are hiring them? Furnitures are great though.

Do not purchase any furniture from West Elm. Their quality has really gone down. I've was going back and forth regarding a bed I purchased back in 2022. After several phone calls and finally an email to the CEO, the public relations department with both West Elm and Williams-Sonoma we finally agreed on a new bed. Dec 2024, I received the Simple Bed Frame. May 1, 2025, one of the slats that holds my memory foam mattress cracked in half with the potential of two more slats cracking in half. From May 1st until today I never received a phone regarding replacing the slats. It wasn't until I emailed the CEO and the public relations department again, did they call me back. Now they are saying they will replace the same slats which per their own sales representative in two separate stores, I was advised that those slats cannot hold a box spring and standard mattress. As you can see from the pictures below my mattress is not thick I will update once I hear back

Came in on a weekend before Thanksgiving and it was pretty busy. No greeting whatsoever from any staff, although they were attending to customers just disappointing that when they're with a customer they completely shut down and I get it the customer is ordering from you but when you want to buy furniture too. There's no one around or available to ask assistance. Luckily we went to the Palo Alto location and wasn't as busy and got to put in our order.

Disappointing Experience with West Elm's In-Store Design Manager - Canceled After Rudeness I had such a terrible customer service experience with the West Elm San Ramon's design team that it's still bothering me weeks later. On July 17th, my grandmother--who regularly shops at West Elm, RH, PB, and other high-end design retailers--recommended I try West Elm's free in-person design consultation to help reimagine my living room. She even booked the appointment on my behalf. Soon after, the design team contacted me to reschedule, which was fine. But over the weekend, I was called repeatedly to "clarify" my project--even though I had already submitted the intake form, mood boards, and detailed descriptions of my space and needs. Then, I received a call from the store manager on a Sunday that was both unprofessional and disrespectful. Instead of welcoming me or asking thoughtful questions about my vision, she questioned my intentions and implied I wasn't planning to make a purchase--despite the fact that design consultations at every major retailer, including West Elm, do not require a purchase. She had no context about me, my family, or the many homes we've designed and furnished--but that's beside the point. Every customer deserves to be treated with respect. Her tone was so aggressive and dismissive that I felt harassed and ended up hanging up. She then canceled my design appointment altogether. Whether it was a lack of training, professionalism, or simply a poor attitude, this interaction made me question whether I want to furnish my space with West Elm at all. I was hoping to purchase a new sofa and several key pieces--but I'm now looking elsewhere. I had a completely different experience with Pottery Barn's design team the following week: warm, thoughtful, and deeply helpful. I would like to know the name of the store manager I spoke with so I can file a direct complaint--and I would appreciate a contact for someone who can assist me professionally.

Do not ever. Ever. Ever. Purchase furniture from west elm or any of the names under Williams Sonoma. This is not a reflection of this specific location, but simply the company as a whole. I have been pushed around and jerked back and fourth since December, only to be told there is nothing that anyone can do, the fabric is "not faulty", this is "normal wear and tear" and there is nothing insurance can do either! I owned the couches for less than a month before they started looking like shit. I've heard similar stories from other customers, and my parents have an issue with their pottery barn couch which is not able to resolved either. I'm adding some updated photos of the pilling, because it continues to get worse and worse. You would be better off spending your money at a used furniture dept. couches off the street would honestly be better quality. I spent months speaking to different people who continued to tell me they knew nothing and couldn't do anything, being escalated to higher managers, all the way to the top. I've tried to dispute the charge with my bank which was unsuccessful, and now I'll be contacting lawyers. Buy furniture from anywhere but here. Again-not a reflection of this specific location, the staff here are wonderful and helpful. Corporate, however, is awful and belittling, and time wasting, and invalidating, and disgusting. Oh and don't purchase the insurance either, it's completely useless. Worst customer service I've EVER experienced.

At this point I don't understand how they remain in business. First attempt in 2024, the allowed purchase with estimated delivery of just a few weeks for $5000 worth of outdoor furniture. After estimated time came and went, calls recieved feedback that part of the order was on back-order with no estimated availability and that they refused to ship partial order. We ended up cancelling the order for refund (after several struggled support calls). Fast forward to 2025... we for some reason made the mistake of a second attempt for outdoor season.. including some of the same pieces. Another $5000 purchase... the first item sent was the wrong color and had to be returned. (ultimately cancelling as they couldn't figure out how to send the right color). The bulk of the order was then confirmed with an appt for delivery - the delivery driver was just as confused that on arrival the dining table only had the base... turns out despite being confirmed and scheduled, West Elm only had half the table available with estimate on the other half at 8 months out... (thankfully we refused the order). It has now taken weeks to try and resolve a refund, with stated issue that their systems have a glitch handling refund on the half back-ordered item. This wasn't a one-off... multiple orders, multiple years... literally no part that was completed correctly. Avoid all-together for your sanity

First, this is about the San Ramon store, but the menu would not let me select that option. Service has been horrendous. We bought a kitchen table and two chairs in February. They said delivery would be end of March. We decided to go with the purchase anyway, and interestingly, the chairs arrived in one week. However, here we are June 10, and no table. My husband called in May and was told the table was scheduled to be delivered in one week. That hasn't happened and in fact, several weeks have gone by. I called their ridiculous Customer Service number today and the lie was terrible. I could hear birds chirping, other conversations, static. The agent kept trying to repair the line to no avail. I gave up and called the San Ramon store where I purchased the furniture. I spoke with Heather and she found the order but didn't know how to solve our problem. She said she would speak to the manager, Holly, to figure out the problem. I will never buy furniture at West Elm again. I have never seen such poor customer service. They can't even maintain a telephone line! Anne G. Contra Costa County

What a rude obnoxious store. I own west elm furniture and I rather like it. That's when it comes not damaged but that's another issue. God forbid you actually slightly touch any items in there like a bed or a chair. They will come out and tell you to be careful and it needs to look nice for others. Then they move the bed cover a millimeter back to its original position. So we are suppose to buy furniture just by looking at it? No wonder why you have 2 stars on help. Also reading through the reviews it seems to be a woman who works the floor which I myself also had a bad experience with today.

Came in yesterday. Place was DEAD. The catty women that we're working there all chatting amongst theirselves, couldn't even take the time to say hi. After about 10 minutes, I was finally greeted by one lady named Daisy that smiled and seemed friendly. I think she was new, but the other ladies that work there should probably learn a thing or two from her. Smile, it doesn't hurt to look approachable and not have a complete RBF like you hate your job and the public. When I think of West Elm I think hip mid century vibes but the ladies who work there remind me more of an old Ethan Allen look. I honestly couldn't believe how rude they were. It really made me not want to order my furniture from there moving forward and buy from Room and Board or Design within Reach. Daisy was so nice, but those other women need an attitude check.

Worst customer service. I had purchased 6 Roman shades. For whatever reason, the 6th one didn't come with the clips. I had called the West Elm outlet and they hung up on me in Vacaville. So then I decided to try my chance at San Ramon to see if they had any way to get me the clips. The woman at the counter with glasses was not helpful and didn't care I just spent over $1000 at west elm on Roman shades. She asked that I return the Roman shades. Why would I do that? I have two hung up and the third is only missing the clips. That's an easy fix. Get me the clips that were suppose to come with the box? Why return them? Also, it was a final sale item. All she did was ask if I need the 1-800 number and practically threw her hands in the air about "I can't help you, I don't want to help you. Neither, do I care" attitude. Yes, everyone loves West Elm furniture. But if you continue to have BAD customer service, I am more than happy to take my money elsewhere where it will be happily received.

Don't be deterred by the bad reviews, I know people come to Yelp a lot of times just to complain. I had a great experience at this location, the staff were helpful and not pushy. I had decided to purchase the Jax 60" round dining table and had it shipped and set up at home. The flat rate fee of $159 is a tad high, but you just need to know that going in to any large furniture purchase. My estimated delivery date was not changed and the delivery had arrived 15 minutes early! They set up the table on a furniture mat outside and finalized the assembly in my dining room. My only issue with the "white glove" delivery team was that they were NOT supposed to use power tools, and they still did. Some of the table legs had minor damage, I had to call customer service to see if I could either exchange the legs for new ones or get a partial refund for it. I opted to get a refund rather than wait for new legs and I received money back within a few days. So far I love my Jax dining table, it is a beautiful centerpiece to my dining room. The style is a modern.. mid-century modern. I cant wait to entertain guests now with this table. I know my experience is quite the contrary to many reviews, but like I said.. people love to complain on Yelp especially when it comes to department stores or hotels.

Dreadful. Never have received any orders placed West Elm. Devoid of online customer service. Attractive selections, although often pricey.

Wish I had read the reviews before booking a design consultation. Booked online for someone to come out to my house for a design consult. Got a call from Michelle at 645 the night before to say they don't service my area. Funny thing is she didn't even know where my area was in relation to your store??? How do you know you don't service an area if you don't even know where it is??? Felt more like it was a matter of inconvenience not being outside of the service area. Would have expected better customer service from West Elm.

I've been here numerous times for purchases, returns, just browsing, etc & service has always phenomenal and friendly. They helped my husband and I find the last size of the down comforter we were looking for and have always been empathetic if an online order doesn't come in as expected quality. Store is beautiful & clean as well.

We purchase a sofa with 48 hours we likes to change configuration. Call there customer service was told to cancel and reorder it will be credit within 10 days now over a month they keep saying they have to get their supplier approval even i brought from their store and with the CA law 48 hours. Now over 1 month and 8 calls later still no answer. My daught brought a sofa from them same issue with their customer service. Do not buy anything from them the store is just a front to cheat customer quick to take your money goods never show!

Great customer service at the location! Had to return a purchase I made online and they helped me. The return was quick and the associates were very friendly! I've visited this location several times and always receive great service. The items I ordered online were too large for what we needed them for.

If your in the market for a sleeper sofa or some fair trade holiday nicknacks - this is a great place to go. With the holidays around you probably have guests and are thinking about extra space. They do have two different model couches here that are comfortable. They do require a lot of time to be built/shipped. Small ornaments - little animals made out of real wool - or throwback 'Shiny Bright' glass ones from yesteryear. Store has friendly people and great products.

I want to compliment Michelle Vanhille, Assistant Manager at the San Ramon West Elm. I needed to return a few items, then purchase one. She was spot on with great customer service and 'real communication!" I don't often feel like I want to go back to a store and work with a specific associate, but I feel that way with Michelle. Kudos to her!

piece of trash delivery and customer service. Avoid this place at all costs. Keep the furniture is warehouse for three months no notification and ask for delivery fee.

Do not buy any furniture from West Elm. Buyer beware. The customer service is terrible, no updates, always promise updates on our order that we never receive. My mistake not checking reviews before ordering the furniture. Most other furniture are backed up for several months, however other stores will update and keep their promises, West Elm blows customers off - Before you decide to buy look at reviews everywhere and note the very low ratings. Unhappy customer. We have been now waiting for furniture 4 months no updates, nada - will cancel my order today and order at another store -

I purchased my furnitures in early June. When I made my purchase I was paying all in cash. But Majo and Michelle said they can't do cash payments for the order. They had to purchase the gift card first. Then do the online order. They said they will follow up with the order. If the order delays they can slip the orders. How ever, Most the furniture in my Order were delayed for an extra month. No body call me back for the follow up. One piece of the furniture delivered to my new house without any notice. Every time when I call back they say they don't know when the furniture is coming, they will call back to follow up... Until today, August 20th, I called the store, I spoke to Michelle, she said that my coffee table is still in a back order! She called in to customer service to cancel the order of the coffee table for me, but they only can refund by a gift card. I paid all my in cash, I don't understand why they can't refund me by check. I had to cancel the order because they were in back orders. All the furniture was delayed for a month!!! They play games to the customer. I have never heard that any store can't accept cash payments!!! So ridiculous! They just don't want to give you the refund back when they don't have the furniture ready!!!

Save yourself a headache! The manager (I believe her name is Stefanie?) cancelled my order without my consent!!! & proceeded to send me a gift card VIA MAIL! which was supposed to take 14days and she sent it to the wrong address. Then after talking ti corporate they had to CANCEL my original gift card to issue a NEW one, because they can't simply send me a gift card via email or put the funds on my original gift card.... So here we are a month later with no gift card and no item, because of Stefanie & corporate customer service. Still waiting for our gift card to arrive & they increased prices now. Customer service in store AND corporate customer service sucks! Wish I would've read the store reviews before getting in this big mess. We bought our table on labor day. Their "Holiday sales" are a LIE. They bumped the price up to 30% of the price and then brought it down a bit so you THINK you're getting a deal. Then the next day it was 300dlls less :) yay..... Be careful with westelm....

We ordered furniture in October and were promised delivery by January, which was super late and yet we went ahead. It was for my 85 year old mother. They called us and postponed the delivery to March . Who waits 6 months? We left messages for them to call and no one is returning the calls. I wouldn't recommend anyone going to this location.

I placed an order for a sectional, chair and drum table since June 2022 I was supposed to receive the order in August I received part of the order in September still waiting for the other have of my sectional sofa. They don't know anything order was misplaced! Nobody from the store care not even an email or single call to follow up! Now my furniture is supposed to arrive end of January but they keep changing the dates! Very Disappointed!

Not sure why they have bad reviews. Is it west elm company itself? Is it this location? When I visited, it was a quiet night. Been eyeing on some furniture for a while now and we decided to do a mini home haul. The whole process was efficient and the staff was helpful. Yes, you can always order online but if you buy in store it supports them. They were very patient and not pushy about my decisions. West elm is a subsidiary of pottery barn. Love their approach on small space furniture! I know their shipping is quite expensive and might take a while but they guarantee quality. Will see how the products are! We got the pharaoh rug, a pink accent chair, and a sectional.

Such horrible customer service, they just don't give a damn and have this whole "our hands are tied" mentality. If an item is paid in full and shipment is delayed for over 2 months, some compensation is expected! Nothing gets done and the customer gets more and more frustrated with they way they are treated throughout the process because west elm just doesn't care. The manager and assistant manager here just string you along, keep saying they will call us back but we are always the ones that have to call them and they conveniently aren't at the store every time we call. Last time I purchase something from them!

Terrible service. Aside from the fact that they don't have any furniture display and whatever we liked on the online catalog has a waiting list of at least 3-4 months. A few of the ones that we liked don't even shipped until January 2023. But the two gals who tried to help us just did so terrible. The first gal kept on leaving us and finally asked another heavy-set lady to help us and she was not professional at all. She got annoyed that we couldn't decide on any neutral color of the dining chairs we were eying on and asked for a sample and feel of the fabric. No patience whatsoever and no design experience. Bad customer service. This store needs to close. They have nothing for sale. Sofas look terrible. Dining tables are overpriced! So sad.

I went to this place to buy my dining room set on June when I make the purchase was all fine delivery was night mere first I recibe the table one months later after the purchase the chair they toll me on September I toll is ok I wait. I call to verify on September when the chairs coming it was a big Surprise for me they tall me the will delivery on November 14 to 24 I toll them it's fine then I call in November again the the lady toll me my order was canceled with out send me a notice they Ruin my thanksgiving day so that's why I hardly not recommend west elm for you business they need professional customer services.

Meh. Good quality, exceptional design. Lousy prices and arrogant, indifferent staff.

This review is intended for the crap operations in dealing with the logistics of the company; i.e. paying to have your purchased items shipped to your local West Elm store, $150 to ship to your home, or giving you an unfulfilled pick up date (which continued to get postponed for a week and still has not come in!). When asked what the purpose of the pick up date was for, we were told it's a date range. July 14 is not a range. So we're idly standing by in hopes of renting a potentially unavailable truck, last minute, to pick up items to come within that "date range". After all, they'll only hold onto items for 5 days, god forbid you inconvenience them. Staff is just above standard. Items are as expected for the price.

Beautiful new store! But.... I wanted to buy a small drink table, they only had the one on the floor- which I was willing to take. They would NOT sell me the one they had AND told me it would cost ME an additional $24.95 to get one shipped to the store!!! Which was25% of the price of the table!?!&! How ridiculous !! I left - that's NO WAY to do business ... to bad, it's a lovely store !

Was meeting a friend in San Ramon and we decided to meet at the City Center. I wanted to check out the West Elm and I was so glad I did. The store looked beautiful and bright and everyone was super friendly! One of the designers started chatting with me and got some great ideas for my living room. Will definitely be returning again to purchase. I will say, the parking is way easier at this location than some of the other Bay Area locations. Great store!

San Ramon West Elm must be prettyyyy desperate when it comes to hiring people their employees. Horrible customer service. Walked basically throughout the whole store before being helped or even greeted. Wanted to buy two things that they had in back, but waited over 20 minutes to finally have it brought out. The idiot in the back took the piece out of the box and couldn't fit it back so he had to take out the foam to keep the item secure from breaking since it's fragile. Actually handed it to us all haphazardly like that and expected us not to notice. Moron. The only nice employee in the whole store was the Asian woman working last night who made small talk while we waited for our item after she finished ringing her own customer up. The one who helped us with our item (if you can even call it help) left us feeling like we were bothering her just because we wanted to buy something and was such a buzzkill to do business with. My god, it's not like we are the customers...some friendliness and not hating your job so much would go far! The WORST of the bunch is the blonde old hag working at the register. Did you miss your customer service training day or are you just that miserable all the time? I also wonder if she treats white customers like a this as well or if she's just another racist of San Ramon. Literally impossible to ask a simple question on an item without being left feeling like we are the one being ridiculous! I'm sorry, but aren't YOU the one that should be knowledgeable on your items? I don't care how many times a day you are asked how much an item costs. So any damn question I ask should be fair. It's sad how many people come through this store and have to deal with such awful, soul-sucking employees of West Elm. Ruined what could have been such a nice transaction and experience. Personally love West Elm furniture and stores but your employees and their customer service need help. Badly. Their bad attitudes and disgusting demeanors have no place in this business. Avoid them at all costs.

I'm not sure how such a great brand can tolerate such a horribly arrogant staff. Obviously, my experience is NOT an isolated experience. Nor an isolated day. It's the standard here. As per other reviews and my personal experience. These people are so blatantly comfortable ignoring, dismissing and most importantly, just outrightly disrespecting their customers. I think the positive reviews are definitely the minority and the rare day where the customer caught a "good" employee on a "good" day. A customer should absolutely not have so many similar experiences as attested in these reviews. Proof there's a common denominator here. An acceptable and tolerated behavior and attitude within this store. A shame, as there are no other local storefronts. No one should have to tolerate this type of behavior. Especially on a continuum. I would NEVER speak to or treat ANYONE the way this staff does their customers. I hope someone in the upper WEST ELM level of corporate reads this and does something about it. If not, then there stands the root problem! Bottom line...treat people the way you want to be treated. A Fundamental life skill.

Tom is great! Needed to see a dining table in person and didn't realize this location existed. Came on a Sunday (11/28) and several greeted us but Tom was the one that seemed to grab my attention. He just had a welcoming vibe and fortunately he was super knowledgeable with the 1000 questions we were throwing at him pertaining to the table, chairs, benches, swatches, etc. His opinions felt real and unbiased Happy I ended up at this location over Emeryville or San Mateo; he was super helpful with our whole buying process

Terrible customer service. They are very rude! There is a particular sales person by the name of Hollie and everytime we go to the store, she is so rude and throws attitude without any reason

Poor quality products, bad customer service! Although their products look modern, beware of this store. We bought a cake stand that was broken. When we took it to the store they could not help as we had lost the receipt. One of the associates, with some authority, told us point blank it is our fault to not check and return in time. Unfortunately it did not help that it was packed direct from factory. Lesson learned. Stay away and buy from stores who care about their customers. We have found Target to have some better quality stuff or we get it from Crate and Barrel that has excellent things.

I'm a fan of the style at West elm. I never liked the mid-century style furniture in the past, but now my taste has changed. It has personality, but it's also clean and hip. I have never purchased anything here yet... but when we have a new home, you better believe I'll be here frequently. Fun location as well.

So far I'm not impressed with the delivery situation. First of all I was not even able to choose pick up. Then when they schedule you, it's a 12 HOUR WINDOW! Then they only tell tell you your smaller window on the day of delivery. And if that doesn't work for you (it didn't for us...you must wait 5 more days to reschedule.). Absolutely NOT customer friendly.

This store is running a scam. When i placed an order online, their employee Hollie called me and persuaded me to cancel the order so she can place the order through the store because (i) it keeps them in business and (ii) they can be the customer service if there is an issue. True to form they messed up the order royally. I was charged for an order in Sep that was due to be delivered in 2 weeks. They delivered half the order. Now the sexond half has a vague date by Nov which keeps getting delayed. Clever because now i cannot reject or return the half order i recieved. When i reached out to the store for help, the manager Michelle blatantly states they never placed the order through the store but they are willing to help me!! The help she rendered was reading out the same piffle available to me on their email. Beware. This store charges for products they cannot deliver to pay employees who cannot do their jobs. It is one thing to feel bad for employees of brands who screw the wmployees too. It is another to deal with a store management team that 'change facts' from the top down. Little wonder their line associates feel empowered to do the same. The joke- i got a survey about what my experience with Holli assisting me in placing the order was even though they now distance themselves. I am reporting them to the requisite state authorities for the illegal charges and scam they are running. How is this different than a phone scam? Somene please elucidate me. They have no customers and they have no service and they have no products to sell..yet they charge ur credit card. Go to restoration hardware. Still golden service. A JOY!

I bought the "Simple Bed Frame," and it was delivered in January. It had a faulty piece so they sent me a second bed and expected me to "put the bed together and put it the bad parts back in the box." The second bed had the same issue. When I contacted customer service for a refund they declined my request stating that it's outside the 30 day window. They expected me to rebuild a bed, rebox it, UPS it back in 30 days, during a pandemic, when I am school counselor with things super chaotic as we engage in Distance Learning? Wonderful. Bye $400.

Home Stylist Review---- Michelle Vanhille. Had a great experience with her, she was patience and went through pricing and available for an Andes section. Helped us pick the right fabric/color for our preference. 5/5 stars specifically for Michelle.

Whatever you do don't buy from West Elm if you want your furniture in a timely manner. I ordered my sofa 14 weeks ago & still nothing. They say they told me on 12/31 on back order LIE! I called on 2/4 & was told 72 hours someone would call me back. LIE! I have been on phone today for 2 hrs been transferred 3x for no additional information. I am being told nothing they can do & no clue when my furniture will arrive! I am hosting a going away party on 2/28 & will have no furniture for my guests!