West Elm

Don’t buy furniture form this company!!! Warming!!! It breaks — they will not replace it and they have horrible customer service!!!

I love West Elm products and location of this store, however poor customer service. I went shopping here with my husband this past weekend, initially we were greeted and told to look ‘over there’ at rugs. After that, we were clearly interested in one rug, asked someone for help, the sales lady was quick to dismiss us as ‘oh we don’t have it’, didn’t offer to check other stores or order online or anything. Instead she answered us and went back to chatting with her co-​workers. Several times, we were just overlooked. The Emeryville location has better customer service, this store does not deserve my money.

This review is for West Elm in general — their customer service and delivery service — not ‘just’ this location.
I can’t even begin explaining how frustrated I am with West Elm and their delivery company for so many reasons. Please do yourself a favor and stay away. There are so many better options out there. Don’t waste your time, money, and energy — especially if you don’t want to be treated badly for giving them your money.
Issues:
— $ 200 for white glove shipping and delivery is a joke — a big lie. They need to add a definition of that term to their website because you’d basically be paying them $ 200 for the delivery of stress, frustration, and rudeness
— MXD, the delivery company contracted by West Elm, didn’t keep their word on the delivery time. Had to keep rescheduling. They showed up twice at the wrong time. 40+ call made to them by me (not counting the calls made to my tower management to reserve the elevator), two weeks of frustration and hell dealing with them, countless promises, and they ‘still’ didn’t keep their word. I live in a high rise, and can only schedule the freight elevator for one, two hour window per day. Apparently, they understood that I only had the elevator for a certain time, added notes to my order accordingly, but still chose to ignore it when it came to scheduling the delivery.
— The flimsy plastic wrapped around my light gray sofa was torn/​jabbed at several places and there was a stain at the back. When I told west elm about it, they made me feel like I was lying :(
— Lots of miscommunication and going back on their word.
— Lies, lies, and more lies. They tell you everything is handled and taken care of, until it isn’t and you realize that you’re back at square one and nothing has been fixed
— Rude people all around, including the West Elm customer service. Most of the people I talked to were hostile. They didn’t seem to understand the concept of listening to the customer and working with them. I would get straight out «No’s», only later to have them agree. Then why say No in the first place? Why not hear out the customer and work with them, and save everyone the time and effort?
— Multiple times during this experience, I felt like I got my sofa for free and they were doing me some sort of favor — they talked with ultimatums. Whatever happened to customer service people? Making the customer feel heard?
This experience caused me much stress, and so much waste of time. And at the end of the day, the supervisor at West Elm, Graciela Ripol, made it worse. I called them to tell them about my experience with the delivery company and after being offered a certain compensation by her report, the manager retracted it. She said that she can only give out merchandise credit, but refund cash if I took half that amount?! When I asked her why, what’s the reason, she said there is no reason — that’s what she is choosing to do and that I should take it or leave it! Her report, Abby, said nothing about the merchandise credit — it was not explicitly said at the time! If G can authorize half of the «said» compensation amount, she can most certainly authorize the full amount. She literally lost a customer for life over a $ 100 — for an already awful experience that I had. She just didn’t care how badly the customer had been treated thus far, and continued to do so. No empathy, only aggression — multiple, high pitched interruptions — «Mam, Mam, Mam». I felt like I was being yelled at. The supervisor did not honor her reports own words, even after her report admitted that in front of both of us (she was on the second line). Graciela then went on to say that I should go buy some pillows and throws from west elm and put it on my couch and be happy about it — as if I’m a little kid. She didn’t once address how they are going to fix the delivery issue in the future for other customers and when I asked her about it, she said it was «implied» that it will be taken care of. No, it’s not implied — it’s kind of her job to assure me that they understand how horrible my experience has been and they are going to take measures to fix it! I have spent thousands of dollars at West Elm and more recently in the shape of a couch. Never again, I tell you! And I’m going to warn everyone I come across to steer clear of them. And honestly, if I hadn’t had the experience with Graciela, I would not have felt «this» strongly. She truly made me feel horrible and that’s opposite of what her job is.
Abby, Graciela’s report, did a much better job than her — she was empathetic and kind. Graciela should probably learn from her — instead of being aggressive, and using a rude tone, aggravating the customer, learn to be kind and talk to people with respect. It all boils down to that — I didn’t feel respected and heard by her. Graciela gave me ultimatums and made me feel like I was at some sort of fault. This experience damped my excitement for the new sofa :/​All this makes me want to send it back

I love the products at West Elm, but the customer service, delivery and billing departments have made it so unpleasant that I sadly won’t shop here. I just moved to a new apartment and ordered some items online and some items in store (at quiet a hefty price tag with all I’ve purchased).
Customer Service: I had an issue at this store with an item pick up and was treated so rudely by two of the employees. On top of that, they didn’t load all of my items so I had to come back for a second time with a rented truck, which cost more than just having it delivered. The manager said she’d help me (after calling to speak with her twice) but I have yet to hear back from her and that was nearly eight weeks ago.
Delivery: I live on the second floor and there are stairs. I told the people this when they called to schedule the delivery. However, when the delivery folks arrived (mind you, 30 minutes after the window), they would not stop bitching about how they had to carry the thing because it was heavy and they would have brought three people. It’s not my fault that the dispatch didn’t communicate the stairs or the driveway restrictions to you.
Billing: I was really excited about opening a west elm credit card to buy some of these items because of the great bonus deals; especially since I have a new house to furnish. However, I never got my card or a bill in the mail. When I looked online to see what was up, I had a finance charge and a late charge that one of the representatives told me could only be refunded $ 15. The second representative told me they would mail me a new card. The third representative told me that I needed to have a new card mailed out that would cancel out the one that was mailed the prior day and eventually refunded the finance charge and late fee. Still don’t have a card and this was 2 – 3 weeks ago.
I’m upset because I spent thousands of dollars at this store and was really excited about moving into a new home that looked and felt great. However, I still have yet to hear from the store manager about reimbursing my delivery charge for a couch to make up for the fiasco with picking up the credenza and will be cancelling the credit card I’ve never gotten — which is a shame because I would have loved those bonus points.
They should consider treating people like they’d like to be treated themselves if they were moving cities and investing in quality pieces of furniture to have for years to come.

This review was inspired by the sales associate named Mika! She was SO helpful and so genuine. I really appreciated how she went out of her way to help me with my purchase. I wasn’t planning on purchasing anything right away but with her being so nice and so happy to help me I couldn’t help it! I must admit I had a bitter taste in my mouth about West Elm from a past experience at the location in Emeryville and I swear I will never go back to that location ever again. So for those of you who want better customer service go to Mill Valley and I have no doubt in my mind you will get the genuine help that you are looking for. An employee named Cassie is amazing as well. I had only been in there once or twice and she remembered my name! SOo impressive!

Love the design services. Scott came to my house and helped me pick out new furniture for my bedroom, living room and dining room. He shared his opinions and ideas constructively and professionally. When I went to the store later he took the time to sit with me and order my bedroom furniture. Working with Scott has made this process a lot less stressful.

Unbelievably poor customer service. I bought a desk and bookshelfs from them on ²⁄₅ being told it would take about a week to arrive. Finally it’s scheduled to arrive on ²⁄₂₀. On ²⁄₂₀ only the bookshelfs arrive and no desk. The driver promises me he’ll look into it and get back to me and might be able to come back with it later in the same day if I’m willing or perhaps the next morning, he’ll call and let me know. I get no phone call no contact even after I called and asked for follow up after waiting all afternoon. The following morning I called them only to be tossed back and forth between delivery and customer service 4 times. Could the idiots research it and get back to me with with a solution? NO they put the onus on me to chase their tales. Finally I give up and tell them to come get their bookshelfs and give me a refund since no one seems to know where this desk is and when i’ll get it. These people sucked up about 10 hours of my time and a tip for the driver who didn’t deserve it. I would have taken their product if they could of given me an answer. I feel like these idiots should compensate me for my time. Instead I am stuck dealing with their damn delivery department AGAIN taking MY time and THEN they’ll give me a refund. I’m visiting my bank today and then the Better Business Bureau. DON’T EVER DO BUSINESS WITH THIS COMPANY !!!
Additionally. I am stuck tripping over the half order they sent. I would not have accepted it if they weren’t going to bring me the rest of my order promptly as stated by their delivery driver. I should charge them storage. This is just appalling.

A big thank you to Liz who helped me in the shop today and made our shopping experience so great we came back a few hours later and shopped with her again, she’s got great style, humour and friendliness, ask for Liz!

Delivery — ugh, if I could give them 0 or even a negative rating — I would!!! Here’s the thing, I actually like West Elm products — but their delivery service was the worst I have ever experienced. Every aspect — from the call (it took 5 calls just to get someone to pick up the line) 3 busy signals — 1 time I waited for 15 minutes on hold only to have it then disconnect me! Finally after *another* 15 min on hold I actually get a live person. Then — the guys didn’t deliver on time (8:30 — 10:30am) and no one bothered to call to say they’d rescheduled my time from 2 – 3:30 — which wasn’t agreed to as I wasn’t free at that time! Then when I get there (they did wait for me to arrive) the delivery guys actually ask me to help carry up 1 of my items up the hill, Really!!! And they also left some of the packaging trash in my driveway.

Racist, the store worker greeted a lady who came in and she was white but when my friend and I walked in the store worker did not greet us.

I totally agree with Dandy, Susan and Phoebe and wish I read the reviews before I ordered from them. I spent thousands of dollars at their online store and:
— they lost my mattress (took them 5 business days to confirm this and hours of the phone)
— they promised to deliver my bed frame but didn’t show up during the scheduled time. Turns out they they canceled the delivery without telling me
— they «think» that the bed frame is now lost, but they don’t know.
As of now, 1 month after my order, I still do not have a complete bed because of West Elm’s incompetence. I had to buy my mattress from another company and that was delivered SEAMLESSLY within 24 hours. They have no idea where my bed frame is or when they can deliver it.
I would NEVER order from them again. It is definitely not worth the headache.

Don’t bother to order items from this store. They first told us it would take 7 – 10 days for our item to arrive. I called in 9 days later and they said it will take 2 weeks. Now today they tell me it will be here in 3 weeks? Horrible customer service as well. Had to pull teeth to have them accept my coupon that was current.
I am very disappointed in this store and doubt I will purchase anything from them in the future. I may cancel the item I am waiting for if it doesn’t arrive by next week.

I called this store to see if a few items were in stock and was told that the items were sold online only. However, if I placed an order thru the store for these items as opposed to just ordering online myself, they would extend a 10% discount to counteract the S&H fee for placing the order online.
I called the Emeryville location and was asked about this and they told me that the manager normally extends that offer towards furniture purchases only $$$$$. I called Mill Valley back and they gave me free shipping, no problem. And the items were on sale on top of that!
Nice to know that don’t have to drop thousands of dollars here to get good customer service.

West Elm delivery ruins the whole experience. I had one good experience with a bed delivery in 2014 so I didn’t hesitate to purchase another bed this month. But I’ve waited weeks to hear anything ~ not the 7 – 10 days promised when the purchase was made. No word on delivery. Put on hold endlessly. I simply can’t get news on the status of my order. I would never, ever order from West Elm again.

West Elm delivery ruins the whole experience. I’ve always loved West Elm’s design aesthetic and beautiful catalogs — but the first time purchasing a piece of furniture has been horrendous, largely due to their delivery company.
–It took over a month for West Elm to find a delivery window
–When delivery window arrived, an email was sent to call a phone-​number (there was no contact email) to schedule delivery time. I called the number probably 50 times — it was busy or put me on auto 60min+ hold every time
–I had to contact the store to assist me in setting up delivery time. This took calling over 5 times to work with someone finally (store associate manager) who was willing to help. Every other associate kept passing me off or telling me to try calling again.
–Finally the delivery people return my call… but dont leave a voicemail.
–Ultimately had to complete the process with store manager… not ideal since I had special instructions for delivery.
Long story short — awful experience with West Elm delivery, and still have yet to receive the item I purchased over a month ago. I’ve also spoken to several other people who have had similar experiences. It should NOT be this hard to receive an item after spending $ 500 – 50 000 at a store. West Elm, as a furniture company, needs to provide seamless delivery to their customers!
I will shop Ikea, CB2 and Crate & Barrel in the future — unless I can deliver a West Elm item to my home myself!!!