West Elm

Ignored me for 39 minutes. Had to yell in the store to get help picking out a $ 3,000 couch. Absurd. Macy’s is a class act compared to this

I was hired by this company to do what I was informed was basically Interior Design. This ended up being an underpaid sales position that kept me busy night and day being paid horribly yet forcing me to devote my entire schedule. Even when you’re not scheduled to work, you are informed that you may be scheduled «on-​call» (yes similar to a doctor with a pager). Seriously! After six months of ZERO interior Design opportunity while showing sales numbers to rank amongst the best in the store I left this company. They are so shady! I wouldn’t offer them a dime! Invest your money wisely by supporting local businesses in North park or University Heights. This place made my college degree look like a total joke!

My experience with the Mission Valley store has been abysmal. I hope this is not an indication that West Elm is in trouble. Our furnishing is mid century and was furnished with West Elm from our downtown Dallas apartment to our newly purchased home in La Jolla. I used the Mockingbird store in Dallas and the Mission Valley store in San Diego. They were great in the store at Mission Valley when we came in to purchase a dining room table with chairs. We were told it will take 21 business days. They are late and don’t have an idea when our table will arrive. I’ve call 4 times and each time spoke to inexperienced sales staff and Sales managers who had the attitude that though my table is at the hub there is nothing they could do other than sending an email. Clearly bothered that I insisted on knowing when my furniture will arrive. I will take my business to Room and Board or any number of businesses that will treat me better than my recent treatments. I was told by a male Sales Manager last night (¹¹⁄₂₂) that the General Manager and West Elm Corporate knows and that he can’t help me. He offered to give me a refund. The nerve! This guy should get out of retails or be re-​trained!!! I would give a negative 1 if I could.

Will never give West Elm or their parent company Williams-​Sonoma my on-​line business again! Ordered console table, promised 3 week delivery. Contacted for appropriate delivery date/​time, sat at home waiting; they never showed. The next day called delivery service: «the truck broke down, they should have called you» (never received call). Ask for another date/​time; promised for the next Friday after 3PM. Got e-​mail telling me I was scheduled for delivery 9AM that day (when I could not get off work). Called and asked to keep the date/​time offered after no-​show. No record of this. Offered date 3 weeks LATER! Not acceptable. Finally got promise for Saturday afternoon. Friday morning 9AM I get call from delivery guy that they are at my house waiting to deliver the furniture. Again called delivery service (the 10^th call I made); said «We forgot to cancel the Friday delivery». On Saturday I just happened to be at home when was called that they were coming to deliver at 2:30 (my reservation was for 5−7PM). Finally got the table. When I called their Customer Service number earlier in the week, the CS rep hung up on me. Never again!!!

The West Elm products I’ve purchased so far are okay but the customer service is terrible! All they care about is «sale sale sale». They must have some quota on sales or maybe they get really good commission or something so do not trust any advice they give you And most definitely do not bother with their «free design service» unless you want a salesman to just throw some stuff together then pressure you to death to buy. Lastly, beware, after I made a purchase from them my junk mail went through the roof. You have to call them and tell them not to share your information not just with their sister companies but with all other companies (must be very specific). We’re getting catalogs from custom window treatments to photography. Definitely makes me never want to buy anything from this company again.

I furnished a new condo, top to bottom! I experienced inaccurate inventory, misrepresented delivery estimates, failure to meet delivery appointments, excessive phone hold time, CS willing to say ‘whatever’ to get you off the phone and ultimately every completed delivery had an issue!
VERRRY FRUSTRATING
DO NOT PURCHASE ANYTHING FROM WEST ELM UNLESS YOU CAN NOT WALK OUT OF THE STORE WITH IT

I like the furniture – really do. I spent a few thousand dollars for a sofa, matching chair, ottoman, entry way bench and small desk. I had significant service issues with each item except the entry way bench. Some of the problems were outlined in a previous review below. I still don’t trust the company – very poor service. After special ordering the ottoman in August, there were issues:
1. The rewards dollars were not applied to the purchase & I was charged full price.
2. The item took almost 3 months to be shipped. Two weeks ago I received an email saying the item was shipped. Didn’t hear anything else. Called customer service who said it hasn’t been shipped. They couldn’t find the item. Couldn’t give me an answer about the item. Unsettling news for a piece of furniture that cost me 550.00.
3. Called customer service for the items above and took forever to get issues resolved. The customer service rep who helped to apply the credit was super nice and efficient. The customer service reps that organize shipping were not. Very inconsistent service. They gave me a four hour delivery window for this item saying that’s the best they can do. On previous purchase they gave me a two hour window. Which is it? Shipping department needs work.
4. I’m supposed to get the item today. Hopefully it will arrive and I can be done with this company. Too many hassles.
Use caution if ordering online and using rewards!

I bought a king wooden bed frame and in 5 months the center legs gave out .
I weight 145lbs!
I had to spend $ 150 on bed claw legs to fix
I have bought Ikea wooden king bedframes that lasted for years!
Nice people in store– they said I could take it apart and replace it with something
of that price point.

Two stars instead of one as they were kind enough to refund my purchase. The long story short is that the sheets we purchased here had the quality of what you’d expect from K-​Mart. Disappointed.

I had two awful experience with west elm. Awful customer service, quality of furniture is very defective, all items at west elm are overpriced, would not recommend it to anyone unless u wanna waste time and money! Stay away from west elm!

The furniture is fine, if not a bit overpriced. The service in store is also OK. None of which make up for the way West Elm is run as a business. I have never waited longer for furniture in my life and that includes having things custom made. Regardless of the estimate you receive for a ship date or if the item is in stock… You can easily end up waiting months for an item you order. So, from my point of view I have experienced MUCH better furniture shopping elsewhere. If you are OK with waiting 2 – 3 months+ for an item, then I am sure you’ll be just fine.

Nightmare on West Elm Street! If you buy the (I was told «very popular») tiled furniture with the white laquer top, forgawdsake don’t put anything on it without felt bottoms or protection or it’s immediate scratches or marks for you! Better have a large bottle of Goo-​Gone handy. That seems to be the only thing that works. I bought 5 pieces. Not worth the money I realize now. Plus, now one of the chest’s drawers doesn’t pull out all the way. I’ve been through hell and back trying to schedule a repair. Switched around umpteen times to Williams Sonoma, Pottery Barn and whoever else they’re bundled up with. It’s a Nightmare on West Elm Street alright. Being put on perma hold has new meaning. 25 minutes at least each time I call. So unprofessional. When someone finally answers, they pass the buck each time. They may have fun styles, but the quality is lacking, as is their customer service voicemail loop from hell.

Today I was so disappointed by their customer service. Very surprised because I had never had any issues before. I was treated very poorly, ignored, «misunderstood». Not returning, even though I was a frequent shopper. Not worth to be treated this way for the amount you are spending. Oh and I had bought a desk years back and the material went very bad & I take very good care of my things. Quality is not that good.

Great product and great service. Almost 2 years ago, my wife and I bought a dining room lamp here. Unfortunately, I damaged it while moving some furniture recently. She called to see if they still have the lamp, so we could buy a replacement. When they found out what part of the lamp was damaged, they were super helpful, and told her she could come down and they would just give her the piece she needed.
That’s the kind of service that is very uncommon, and they have a customer for life. Super impressed! Thank you.

Serious quality issues for the price. I bought some curtains and a lamp. The curtains were only patterned on one side. I didn’t find this out until I opened the package. They look great from inside the house but white with a patterned seam from outside the house which looks terrible. The lamp was made crooked. The ceramic base was made poorly and left the stem and shade crooked. I returned the lamp.
Don’t get on their email or catalog list. They sell your information to other companies. I immediately started getting emails and catalogs from several different similar companies. I tried to unsubscribe but they keep coming faster than I can unsubscribe. It’s ridiculous at this point how many different furniture and lighting companies are spamming me now.
They get a star for their duvet cover. The sheets are itchy but perfect for a duvet cover that doesn’t touch your skin.

Worst supply chain in the business bar none
Have now had two houses furnished by west elm in both cases spent 10k+ — in both cases nothing was delivered on time or as promised
Nice stuff but useless operationally on larger orders. You’re ok if you buy small items in store or online — do not attempt to furnish an apartment or home from these guys

Called the store to see if they had a specific item in the store and was put on hold for 15 minutes~not exaggerating~ i only waited so long because i was placing this order for a client and wanted to get it taken care of sooner than later. So I waited and wasnt to upset because the guy who initially answered sounded busy.
After the long hold someone finally picked up again and asked if i had been helped, i said no and started to explain what i needed, then she said ok let me put you on hold for a minute. I hold for another three to five minutes, another store clerk picks up and ask how she can help, i said someone else is helping me but thank you… she says oh well she told me to help you so how can i help. at this point im frustrated because i just explained to the previous person my list of items i needed. but moving along, i explain again what im looking for. this clerk puts me on hold again, this entire process takes almost 45minutes to order three items. once ordered i asked for the confirmation to be sent to my email address, i proceed to spell it out least three to four times and even then i still felt she wasnt getting it… but she said ok so i go ahead and hang up. i never get the email confirmation. i call back a day later some snotty girl answers says it can take a full day before the email goes through~i explain its been more then 24hours… she insist i wait longer and to call back the following day. WOW three days now… third day i call and get told that i have to call westelm online to get my confirmation payment emailed to me! never ever have i had such horrible customer service at a higher end store. I really dont want to judge west elm as a whole for this one store mishaps so i hope whoever reads this understands this low rating is only at the mission valley store. I will not be a return costumer here and will be taking my business to another location.

Some pieces had to be delivered, some were picked up, boxes had to be measured, we had a coupon, etc. Order got complicated and Kassandra was excellent. She went above and beyond all expectations.
Nice furniture, too. Super pleased with a major purchase, so thanks again!

I never knew west elm had storefronts! Honestly this is dangerous for my bank account.
West elm adds a little more mid century to the mid century modern style than IKEA does. You’ll find a lot more wood accents here instead of clean white. They have also a lot of fun non-​functional accents that are sometimes hard to find at IKEA. (Don’t get me wrong. I LOVE IKEA) I just think that West elm complements IKEA quite a bit. Granted it’s a little bit more, but if you focus on accents, you’ll be fine.
Located in Mission Valley between westfield mission valley and fashion valley, west elm can be a little difficult to get to because of the traffic. It’s totally worth it though! Parking can be tough near the store since it’s bordered by the main throughway of the parking lot, but if you don’t mind driving, there’s plenty of parking. They also have loading zones if you buy furniture.
Minus one star because some of the employees had major attitude. I was told to not order online because I’m not supporting the store and keeping it open. I get it, but okayyyyyyy.

Jonathon was so exceptional! He made our experience top notch! We purchased a new kitchen table and his willingness to help was refreshing.
The store is adorable. Don’t walk in there and expect to leave empty handed. New found it daily priced, of course being West Elm we knew what to expect.
Store is clean and open!
Thank you Jonathon!