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October 2024 by Sophia Schlesinger
i do love the kitchenware and often have come across some sale prices. i went in expecting at least someone to say hello to me, or ask if i needed any help because it was dead. nope. just 3 staff members on their computers and gossiping. i browsed for about 20 minutes, without a single word being said to me as they passed by multiple times. ended up finding some really nice plates for a steal, if they weren’t on sale i probably wouldn’t have purchased anything. bummer because this is the closest west elm to me, but would do a further drive for better customer service.
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August 2024 by Ofir Zaidenberg
I purchased an extremely expensive dresser, which took two months to arrive. Upon finally receiving it, I discovered that the drawers do not close properly and lack a soft-close feature. Frankly, I’ve bought better quality items from IKEA. When I contacted customer service, they requested photos but have yet to take any meaningful action. I am reluctant to return the dresser after waiting so long, and I am very disappointed with both the product quality and the customer service. I believe I deserve significant compensation for this experience.
Additionally, as a new customer, I also purchased a coffee table. They made me wait two months for this as well, since they refused to deliver the items separately. Upon delivery, the truck driver informed me that the coffee table was completely broken in half.
If customer service can resolve these issues satisfactorily, I would be willing to update my review. Currently, I am very disappointed.
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July 2024 by Lisa Cefalu
The low rating is for the completely horrible and cheap craftsmanship of their furniture. I paid almost $5000 for a harmony sectional with the highest durable grade fabric that looks like a 10yr old worn sweater in 5 months and the pillows are flat , uncomfortable and the springs squeak. My son and I both weigh under 160lbs. So no heavy wear and tear on the springs. You can also feel the frame now under the cushions. I have a 12yr old pottery barn couch in my office that gets high usage that has held up perfectly only signs of some slight wear on the fabric at this point, which would be expected. I also have several West Elm glass and gold tables where there are some weird spots on the gold for no reason just happened over time. I am so disappointed in the lack of quality and the furniture from this company. I will give 5 STARS to the staff of the store who are very helpful and the Marlene at 800 customer service number who issued a gift card to refund my couch and I am taking it to pottery barn to buy a new one. I will no longer purchase furniture from West Elm. Pottery Barn and William Sonoma yes but this company needs to work on their product quality control at West Elm. It’s horrible.
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May 2024 by Audrey Morguess
Got an amazing deal on an end table, beautiful and contemporary.
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April 2024 by John
Beautiful furniture and more. Helpful staff
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April 2024 by TJ Tramonto
Mellany and Flor were very helpful. We appreciated the discounts on floor models and took several items home with us.
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March 2024 by Kevin Andrews
The delivery department is horrible. Unorganized, not helpful, and bad customer service.You’d think paying an arm and a leg for a small piece of furniture you would at least get decent service.
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March 2024 by X W
West elm over all sucks!’ They have cheap quality item and market as luxury! And poor customer service over the phone, I return something they miss described it online and they charge me $12.10 for the return fee without even mentioning it to me! Will never shop here again!
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November 2023 by Brendon Forbes
Small store, prices are high.
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November 2023 by Mike Santa Cruz
Kind of pricey
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November 2023 by Konstantin Starodetskii
Great store. Knowledgeable staff. It was a joy picking up the color and material for a sleeper sofa. Highly recommend.
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November 2023 by Joshua W.
DO NOT ORDER FROM WEST ELM!We have had 2 orders this year where inventory is not actually available even though it says it's "Ready to Ship". They delayed both order by months with no explanation. Even after canceling our order, I had to call back because they didn't actually cancel it! I have been on the phone for hours to get our money back. They simply lie and allow customers to get off the phone and force them to call back. THOUSANDS OF DOLLARS AND THEY DON'T CARE!This is corrupt and you can look at other customers with similar experiences. STAY AWAY!
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September 2023 by Hope A.
Visited the store to make a return today (larger item) and the ladies who helped us were sooooo helpful. I've visited other locations and hands down the burbank one has the best customer service. Thanks again!
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September 2023 by Quintin E.
This store is immaculate just stopping in to get inspired for some home upgrades to furniture and accessories is a true treat as they update displays and rotate in a lot of seasonal items. The quality speaks for itself and they often have sales, clearance, and remarkable items like no other. I've only ever been here twice and gotten the weirdest customer service both times lol... Not acknowledge like other customers the first time and only acknowledge toward the end of my experience the other... Mostly positive and helpful, but also a bit cold and assuming at other times... Very... "It's very expensive..." service from a small half handful of associates...With me exuding Julia Roberts, "Look, I got money to spend in here!" #PrettyWomanVibes That said I do enjoying the store itself and those who make the experience better with their kindness and helpfulness, but everyone should be treated the same across the board. The online store is impressive as well. The restrooms are prestine much like the rest of the store and parking lot is spacious in a shared lot at the Burbank Empire Center, usally more than enough spots close by.Will go back in the near future and hopefully update especially for those holiday sales this fall!!
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July 2023 by Aris N.
Worst experience with this store I have ever seen they keep my order for two months and didn't get my order I did cancel my order don't buy anything from them.
