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September 2024 by Adam
Got two booth "couches" for a home booth setup and they're *extremely* nice. Better than I could have hoped for.
And delivery was very fast and easy, I didn't have to do anything.
Cat loves them, too. Will definitely be shopping there again.
Editing to 4 stars for large sectional couch I had delivered. They gave a delivery window days beforehand, then suddenly changed it minutes before that window. I had to rearrange my day to accommodate that change. Why give a large window if you can't make it in that time?
Couch is nice, at least. We'll see if it holds up and is worth the price in the long run.
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September 2024 by Stephan Ng
I just spent an hour on the phone with customer service after their delivery people missed the window, then just left when I needed to run errands. I travel often, so now I’m stuck without a carpet and furniture for another two weeks. Horrible delivery experience.
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August 2024 by Marissa Marsh
Furniture stores can be hit or miss for customer assistance in the area, but Beto was an excellent sales associate! He helped us decide on colors and fabrics for our order.
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June 2024 by Susan Jacob
Please do avoid shopping at west elm if you want your furniture in the time it was promised . The delivery of my furniture was delayed by a whole month without any notification about it. I will now be without any furniture for more than 3 months
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November 2023 by K J.
Ordered the Needle Pine Wreath in gold, $99 on sale for 40% OFF. It arrived 6 days later and what a disappointment! It doesn't look anything like the online image. Color options were white or gold with the gold looking rather dark on my large Mac desktop screen. The box I rec'd is marked "champagne" (not one of the color options) and the wreath rained glitter all over the floor when it was opened. It looks like something from a dollar store. Sending it back.
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November 2023 by Ron
Disappointed with the customer support involving a return and was told that I was being impatient that purchases can get processed, credit card charged and immediately get an email but I should just eventually expect an email stating that I got refunded. Really didn't like the attitude.
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November 2023 by Louis L.
We ordered furniture over three months ago for my mom's house which was destroyed in a hurricane last fall, and despite the fact that we paid over the the threshold amount for a split delivery and 80% of the furniture is in the warehouse, West Elm REFUSES to allow a split delivery so that we have furniture in time for Thanksgiving--the first time we will be returning to the house as a family since the hurricane. This is despite the fact that West Elm know that my father (and mom's husband) died three weeks ago in a biking accident. West Elm would prefer that our grieving family has no furniture for thanksgiving than raise a single finger to help. West Elm is a HEARTLESS corporation. They do not care at all about their consumers. We qualify for a split delivery, and yet they refuse. They are literally the worst organization I have ever dealt with. I have called every day now for over two weeks and they refuse. I literally can't believe what a heartless corporation they are. Please never buy from them ever again.
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November 2023 by Tatiana
I am completely disappointed with the quality of this furniture store. I've had the sofa I bought for a year now, and it's falling apart. This sofa cost $3,000, but it doesn't have the quality of a $3,000 sofa. In reality, it was the worst $3,000 I've ever spent in my life, and I regret not buying a sofa at Ikea that had the same features as the one I bought at West Elm because I thought that buying at West Elm would mean getting something of much better quality, and it really wasn't. I was surprised to find that this sofa has the quality of a cheap one. I advise you not to shop at this store if you don't want to waste your money and also your time because the wait for orders is very long. Here are my photos to show you how the seams' edges are completely coming apart, and this happened after 4 months of purchasing the sofa. I've had it for a year now, and the edges are still coming apart. I've repaired some, but it keeps breaking.
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November 2023 by Amy D.
Do not use west elm. I orded 2 sofas with a six week delivery date. It took 3 months of aggravation. They kept changing delivery date and charged my credit card out of the blue, which I had to contest. So now I had to deal with west elm and my credit card. They didn't even cooperate with the very last step of an insurance certificate for my apartment building. Agony from my very first step in the door.
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October 2023 by Sisi Li
Bad customer service, and not comfortable experience in the store. My order still haven’t arrived after 4 months.
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October 2023 by Mehdi Sif
Beautiful store, good location. Not the friendliest staff (front desk+phone) compared to some other stores like University, Ave. In Palo Alto (top service).
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October 2023 by A J
My experience with West Elm has been nothing short of a nightmare. After investing thousands of dollars into their products over the past three years, I expected a certain level of customer service and reliability. Unfortunately, West Elm has proven to be an utterly unreliable and untrustworthy company.
I ordered a sofa on November 25, 2022, with a promised delivery date of March 4, 2023. When it finally arrived, it was damaged. West Elm agreed to exchange it, but what followed was months of endless waiting and frustration. They claimed the sofa was unavailable, even though it was still listed for purchase online.
Endless phone calls and wasted hours later, they canceled my replacement order on August 17th without explanation. This is not how you treat loyal customers who have spent over $10,000 on your products. West Elm's complete disregard for customer satisfaction and their inability to fulfill their promises is inexcusable.
I urge anyone considering buying from West Elm to think twice. They have shown that they have no respect for their customers' time or loyalty.
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October 2023 by Meghan R.
Wow, wish I had read some of these reviews before buying a bunch or furniture. I had a pretty simple issue with their rewards program and the lack of transparency and documentation in their policy. Really could gave been and easy resolution and I would be a satisfied customer, but they own it. 2.5 hours later, no resolution, no customer service what so ever, and one manager finally offer a discount on the $6k order I else, for my trouble. And what did they send, a $25 coupon on my FUTURE purchase. Not sure there will be a future purchase, West Elm. I expected a little more, but wow, what a huge disappointment. Wish I'd just gone to Ikea, at least they've got customer service figured out.
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September 2023 by Nathalie G.
I absolutely love our super talented designer Silema. She has designed and recommended furniture and accessories for all the rooms in our house and it now looks like a dream house. We get compliments all the time that our house looks like it came out of a magazine. The furniture and accessories are beautiful and very high quality.
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September 2023 by Arif Johari
My experience with West Elm has been nothing short of a nightmare. After investing thousands of dollars into their products over the past three years, I expected a certain level of customer service and reliability. Unfortunately, West Elm has proven to be an utterly unreliable and untrustworthy company.I ordered a sofa on November 25, 2022, with a promised delivery date of March 4, 2023. When it finally arrived, it was damaged. West Elm agreed to exchange it, but what followed was months of endless waiting and frustration. They claimed the sofa was unavailable, even though it was still listed for purchase online.Endless phone calls and wasted hours later, they canceled my replacement order on August 17th without explanation. This is not how you treat loyal customers who have spent over $10,000 on your products. West Elm's complete disregard for customer satisfaction and their inability to fulfill their promises is inexcusable.I urge anyone considering buying from West Elm to think twice. They have shown that they have no respect for their customers' time or loyalty.
