West Elm

I LOVE West Elm. I spend a lot of my paycheck at West Elm. I work right across the street from this West Elm…
Unfortunately, I would rather buy stuff online and pay for shipping then go in to this store. I have tried a fair amount of times to give the staff a shot. We all have bad days — the store gets busy and there are not enough associates to go around etc etc. But the employees here are just not very nice and not very helpful.
Go to another one or stick to online ordering.

I placed an order with West Elm 6 weeks ago. I was assured that I would receive the product in one to three weeks. I was ordering furniture for my mom for mother’s day, which has now passed. In the last two weeks, I have called three to four times. Each time I have been assured that I will be called back in 20 minutes, or an hour, or that a manager will call me back, but I have never received a call back. I get that things happen, however, not only has the product taken more than double the amount of time I was promised, but the employees have refused to call me back or let me know what is going on with my furniture.

I love this company & it’s nice that they have a beautiful store to showcase their lovely furniture & décor. My husband & I visited the store on Monday, April 11, 2016 to view in person a few pieces of furniture that we were considering ordering online. We have been West Elm lovers for years, but this would be our biggest furniture set purchase & wanted to make sure it was perfect. We were greeted by the sweet miss Kendra Witherspoon (I believe that is her last name). She was so helpful & answered any and all questions we had, but was not overbearing at all. We took a long time contemplating before deciding on our purchases. Kendra even stayed late to help check us out. That was Monday & one of our items was already delivered & assembled via the «white glove» service yesterday (Thursday). We couldn’t be more thrilled with our beautiful Rustic Lacquer dresser & can’t wait for our other items to arrive.

If Crate and Barrel and Pottery Barn had a baby, then it would be West Elm. There really isn’t anything extraordinary about it… It has a good selection, but nothing really caught my eye. I roamed the store, and not one staff came up to greet me. In fact, I was the only customer in the store. They were all busy talking about themselves to each other behind the counter section.
Nearest Metro Station: Gold Line at the Memorial Park

Really nice furniture store in Pasadena. I’m so glad this one opened so I don’t have to drive to West LA anymore.
If you’re familiar with West Elm at all, they make nice quality and stylish furniture… but you’re going to pay for it. Granted this is furniture that’ll last you a lifetime. It’s very much a quality thing. I love the mid century styled furniture that West Elm has at the moment, really unique, tasteful and very well made.
My visit to this store was great. I love that they have a lot of couches available to sit in, since if you’re going to pay that much for a couch, you want to make sure it’s comfortable! I did wait a while in line to ask a few short questions, since one of their cashiers was busy helping a customer pick up several furniture orders and the others ringing up other customers. The General Manager, Kim, answered my questions and was extremely friendly once my turn came.
I docked off one star since they don’t carry a lot of items that you can find online (only so much floor space). I’d recommend calling ahead and seeing if they have a specific item or fabric swatch ahead of time if you’re going to make a big trip out there like I did.

I walked in here looking for a marble coffee table. The one I was interested in was not available on the floor so per the floor rep it would be a special order. A $ 700 plus tax order. Well I was waiting for the rep to ring my special order up I noticed the Manager Kim (I asked a few minutes into it) was on the phone with a customer and the other line would ring. Manager Kim kept telling my rep to answer the phone. Kim didn’t seem to care that I was standing in front of the counter placing a order. She had the unfriendliest demeanor as well, plus she was giving order to a guy coming from the back storage area bringing stuff behind the register. Anyways my rep answered the phone 4 times during my transaction. So annoying. I expressed to the rep about this and she said that this is normal. Although I love my delivered table and my rep I would not recommend nor return.

Most gorgeous selection of furniture and décor in Pasadena I’ve seen to so far… A lot of furniture that was unique.
Julie Daniel was very helpful and did an amazing job finding me chairs and lighting for our craftsman home. She took her time even though other customers kept coming up to her, she was able to help them as well as continue helping me. Showed us all the pendant lights in the store, and went online to show their catalogue too.
I’m very picky and took a long time but finally found the one! She was so nice and patient with me. .
Such good customer service and also a good selection of items for every part of your house. Still a lot more stuff online, but definitely the best location I’ve been to.

West Elm in Pasadena is amazing! One person, their General Manager Kimberly M. is a absolute Gem. She has been there for my Fiancé and I countless times to defuse some very difficult situations with the West Elm Warehouse. I can’t begin to recommend her for her thoughtfulness, careful attention to detail, and personal touch. She has made our bad experiences with the company turn into great ones. It’s rare to find someone that takes the time and really means what they say. Kimberly, didn’t even know us and immediately treated us as friends. If you are going to shop at West Elm, come to Pasadena because the entire staff is friendly, helpful, and extremely professional.
With good comes bad so here is my qualms with West Elm in general:
Ordering furniture online with West Elm has been a difficult undertaking to say the least. We have waited as long as 4 months to receive a couch we ordered last year. In addition, we have lost precious time because the «white-​glove» delivery decided to make us their very last stop on their route. They were over two hours late.
The only reason I have written a five star review is for their Pasadena Staff «Kim» and team for making our experience worth it. Thanks for listening. :)
Update: We had to return our couch because of broken subframe & legs, the buttons are popping out when sitting down on it… Poor craftsmanship.

I came very frustrated by the process of purchasing online at West Elm, but Julie at the Pasadena Store definitely changed my mood. She took the time to show me a few dozen items from storage and on the computer, helped me pick and order a lamp, walked me through the online check out process and my experience was so positive that I decided to buy my new couch at west elm.
While my overall customer experience at West Elm online and in their NYC store had been sub par (hidden fees, long delivery delays, stressed out and dismissing employees) I MUST say that this store, and in particular Julie D. has been exceptional in handling my dissatisfaction and turn around my experience.
And since I love the West Elm designs I’m not going to withhold from buying from them anymore.

This is a great store. Stylish furniture and a very friendly and helpful group of employees. All the ladies working the sales floor are knowledgable, nice, and accomodating. In my two visits to this store, they went out of their way both times to assist me with whatever I needed. I ended up very pleased with my furniture. Special thanks to Bella for her help with the Carraway table!

I went into West Elm yesterday to look at a bed I had seen online. It was extremely difficult to find someone to help me (several rushed past without offers of help) and when I managed to flag someone down they were very rushed and it appeared they were not very enthusiastic about answering my questions. I love the merchandise and so decided to bring my husband today (hoping today would be better and yesterday was a fluke) to look at the bed and again we had the same exact experience. After waiting for about 15 minutes we decided to leave. I believe this location is somewhat new so maybe service will improve and hopefully you’ll have a better experience. *3 stars for the merchandise, 1 star for the service –average 2 stars.

I love the brand, but this store gets three stars for being a bit disappointing. Smaller than Santa Monica and a lot smaller than Beverly. The room layouts are not clearly specified and everything seems placed here and there for no particular reason. I’m not sure why the bedroom furniture is right next to the housewares, for example. Plus the store is flat, without the split levels of the other locations giving it a Mervyns vibe. The Paseo location is like a simulation of a real West Elm, sort of the California Adventure of West Elms. I can spend hours at Beverly. Here, I just make a quick circle and I’m out of there. Still, I’m glad it’s in Pasadena and I’m always happy when I can figure out how to escape the maze-​like underground parking. Kudos to West Elm for offering educator discounts. Now I’ll have furniture to sit on while wearing my educator’s discount clothes from J Crew.

Love this store. Fairly affordable and stylish furniture. But, the reason for this review is to commend salesperson Lily, who helped us with a sofa, suggested various techniques to maximize discounts and got us a killer deal. We visited the store, hoping to look at a couch we intended to order online. After the first visit, we were ready to buy the couch online, but returned to the store to support the brick and mortar location and make sure we wanted it. We sought Lily’s assistance again and we were incredibly fortunate to do so. She saved us over $ 1000, by suggesting various techniques. Lily rules!!!

I’ve traveled to the Santa Monica WE to shop so have had very high hopes since this store opened at the Paseo. The store itself is lovely and the staff are friendly. That said, I’m surprised that the management is still working out the scheduling. Yesterday, Martin Luther King Jr holiday, the store was severely understaffed. When I arrived there was one person ringing and a couple of customers in line. By the time I was ready to check out 20 mins later, there were two people ringing and a dozen of us in line. Waiting in line for 20 mins, midday on a holiday Monday is unacceptable.
If the store wants to succeed, someone needs to pay closer attention to staffing.
Also, if I have to order something while in the store because the store is either out or doesn’t stock it, a $ 25 delivery surcharge + $ 15 in handling charges is ridiculous. The store should have the power to override one or both if the situation warrants it.

Dear «B» — Thank you for leaving this lovely note taped to our media unit when we picked it up this evening. After spending thousands of dollars at three different stores in your God-​forsaken company only to wait nearly two months to get our shipment in, this was really the icing on the cake! Is this the kind of labels you put on boxes in your stock room?! What kind of other inappropriate messages do your employees give each other about your customers? This speaks volumes about your company’s ethics, or lack thereof. As far as we’re concerned, the real «liars» in this whole thing is West Elm for their false advertising of the time frame for their shipment. From the previous reviews, clearly we are not the only unsatisfied customers. If we can wait for MONTHS to get an item that was clearly fully stocked in your warehouse the day we placed our order and made payment, the least you could do is wait ONE MORE DAY for us to get a bigger vehicle to transport our furniture. This company, this store in particular, exemplifies a complete lack of professionalism and appreciation for their customers.
B– I sincerely hope you get reprimanded for your poor judgment. I feel sorry for you. Not only are you miserable moving boxes around all day, but you’re sloppy and incompetent! This behavior is completely unacceptable and will not go unreported. That is definitely not a lie.

Ordered a headboard. Ridiculous!!! They gave me a phone number to call to setup delivery but they never answer. Two calls from me. Both about 30 minutes wait time before someone answers. THEN they never show up for the scheduled delivery. Another 20 minutes wait time (my call to find out where they are) to find out they ran out of stock & forgot to call to tell me. Now two months later, I see on my credit card statement they did credit me the $ 379 HOWEVER the same day they credited me, they CHARGED BACK another $ 379. Now I’m on the phone again –on hold of course– to get my second $ 379 back! AWFUL business/​service practices.

I read through some reviews and some stated that the workers here were not helpful or nice. When I came in with my bf, the workers seemed nice and quite helpful. We were looking at a coffee table that can convert into a semi desk, and a worker came along to help us and talk to us about the product without us having to get her attention. Then, another worker gave me the WE catalog when I was checking out some furniture for our new place. Furniture here seems nice and really sturdy. not sure if it goes with the look I’m trying to go for however. But always great to browse for ideas!

This review is for Jayson, a manager who went above and beyond for me on CHRISTMAS EVE of all days. I picked up a desk I’d ordered over the phone, and the stock guy put the wrong box in my car (someone else’s desk, he didn’t check my paperwork or anything). Did not discover this until I got it home and started unpacking it. I called the store, pretty pissed off, and Jayson handled it very well, and ended up driving my desk to my house in his personal car and taking back the other one. He was really nice and apologetic, and all my anger towards west elm dissipated. Thanks Jayson! If it weren’t for you this would have been a lower star review. Also, west elm should definitely have a van on hand, how cheap could the company be? we had to unpack the whole box and put the pieces in his car since the box alone was too big.

New West Elm store! Most important thing to note is the location. It’s on the west side of Paseo closer to old town by Marengo and facing Colorado between BJ’s and El Cholo. The store itself is like any other West Elm store. Lots of furniture, décor and what not. If you’re into mid-​century style furniture, this is your spot. It’s only one level vs the two level one on Beverly. A limited selection on display overall, most notably in the kitchenware section compared to Beverly for me. Not sure where they’ll put a sale section though — that’s always my go to spot I checkout. The store made the most of the space putting as much as they could without making it a hazard and still have ample walking space. Couldn’t leave without buying anything so got myself a soy candle. So excited this place is finally open!

*** STYLISH INTERIOR DECORATING ***
watched for many weeks as the construction was going on. thought i’d have to wait much longer but i guess they wanted to open in time for the holiday season.
love the new west elm location in paseo colorado. it’s smaller than most west elm’s but has everything you need for decorating your house. the sparkles and warmth makes it difficult to choose which items to buy!
i prefer west elm to pottery barn, crate&barrel. will be visiting often since i’ll need more things for my home. don’t have to drive so far to visit west elm anymore.
bonus: 15% off for students and teachers all the time =)