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December 2023 by DAVE YANG
Bought a bed frame and headboard.I was reluctant to place the order because of all the negative reviews online.To my surprise it arrived 3-4 weeks ahead of time!!!Assembly was done right at the first time!!!Way to go West Elm!!!Salute to our designer Daisy Nunez who was very friendly and helped us to answer all our questions!!!
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November 2023 by Nishanth S
People working in the store are awesome. Kudos to help me out to order and sorted out my online order better.
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October 2023 by Philip C.
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!
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October 2023 by Molly S.
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!
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October 2023 by David Leach
Similar to other reviewers, I ordered furniture specifically because it was available for quick shipment and I needed furniture right away. After multiple delays I canceled the order and will shop elsewhere for the furniture I need. Will not try to buy furniture here again.
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September 2023 by Kris L.
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.
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September 2023 by Reyna C.
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.
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August 2023 by N NC
Wish I had listened to all of the other reviews about delivery delays and awful customer service. Paid for a couch in January, expected delivery in March. August and still no sign of the order. It's been "shipped" three times, each time it's just lost or destroyed. At this point I think it's just a scam. Avoid at all cost, I cannot overstate how deeply I regret getting involved here.
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August 2023 by Audra M.
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 severaltimes and always receive great service. The items I ordered online were too large for what we needed them for.
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July 2023 by Sara B.
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!
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June 2023 by Xianyi Zhang
Do not believe their in-stock or shipment information. Add at least one month to what they told you about the delivery date, even if they say the piece is 'in-stock'. This review is not about this store, but the company's overall approach of furniture delivery, including Pottery Barn and PB kids. They will not contact you when the shipment is delayed. Don't be like me, sleeping on the floor for two months with my kid.
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June 2023 by Susan P.
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!
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May 2023 by Claudine R
Very disappointing. I purchased a set of swivel chairs on March 8th (paid in full). I was told that my color choice was in stock for quick shipping with an expected delivery of early April. It's nearly May and the order status still shows that it's yet to be shipped. Called the store and all the employee said was "It's being prepared for shipment". I told her that the status stated that since a couple days after I purchased the furniture, but she said nothing more. Prior to purchasing my furniture, I was told that the advantage of purchasing in store, as opposed to online, is that they would be able to assist with any concerns or issues with my order. I think it's fair to expect just that during my phone call. Don't be fooled by the aesthetics of this store. Can't seem to justify their prices anymore. I will never order furniture from here ever again.
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May 2023 by Claudine Casta
Very disappointing. I purchased a set of swivel chairs on March 8th (paid in full). I was told that my color choice was in stock for quick shipping with an expected delivery of early April. It's nearly May and the order status still shows that it's yet to be shipped. Called the store and all the employee said was "It's being prepared for shipment". I told her that the status stated that since a couple days after I purchased the furniture, but she said nothing more. Prior to purchasing my furniture, I was told that the advantage of purchasing in store, as opposed to online, is that they would be able to assist with any concerns or issues with my order. I think it's fair to expect just that during my phone call. Don't be fooled by the aesthetics of this store. Can't seem to justify their prices anymore. I will never order furniture from here ever again.
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April 2023 by Vaishali Pakhale
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
