West Elm

My experience with West Elm hasn’t gotten any better. Their customer service department reached out to me to schedule a time to see the bed and assess whether or not it needed to be fixed or replaced. Both of the guys agreed it needed to be replaced; that was over a month ago. The customer service department said they need to get manager approval for either a replacement or refund and that was 2 weeks ago. Tonight, the leg just fell off. Take my advice and consider what you are getting when you purchase West Elm. It’s makes me sad because I really like their style but it’s obviously poor quality.

The store is amazing, people are nice and the products/​furniture look beautiful. This review is for corporate or whoever is in charge of sending items purchased to your house.
I purchased two furniture pieces expecting one to be received in a matter of two weeks and the other eight weeks. This is in April. Furniture piece one does not show up nor item two. End of June rolls around and I have forgotten all about this hefty pricey purchase.
Honestly I am over it and headed in a completely new direction deciding on a sectional from mod shop instead. I go into the store and they are not really apologetic like «I’m sorry, you didn’t receive item one yet».nothing. They tell me I will be getting a credit. I wait, no credit. I call in to customer service (word used lightly) and they say they are charging you for shipping because «item shipped.» But item never shipped. 20 mins later on the phone listening to Billy Holiday, he says «ok item did not ship, you can get your entire credit.»
Moral of the story: beautiful pieces BUT you will have to climb a long uphill battle to either get your pieces or return them.
Note: Corporate west elm please send me the Mongolian puff stool to my house as a peace offering so I will decide to shop there again. Xo

I just spoke with someone at the store over the phone to order an Emmerson dining table on a tight timeline. I wish I had asked for the person’s name because she was beyond helpful, answered all of my questions, and walked me through using a delivery app service when our table arrives.
I called the West Elm general number before calling the store directly and wish I had just started with the store.

Wow! The employees here know absolutely nothing about their products. They memorized the word Mid Century and stopped from there. If I ask a question about a product, I don’t want you to look on your iPad for answer. I can do that myself.
Secondly, they have nothing in stock and actually charge you to have things shipped to their own store. They create a mirage of a sale but it ends up giving you no discount at all.

This store has goodies for all around the house. The prices are fair and if you find something on sale, it’s usually a pretty good discount.
I went in today and Aisha helped me look for chairs, pillows, rugs and even offered the design service they have. Super friendly and helpful.
I’ve been here twice before in the past month. Was never acknowledged before. Took a star off for that.
Thanks for making my experience a great one, Aisha!

This review is based on my experience at the crystal court west elm location and on customer service and a
sales girl. The other couple girls seemed a bit nicer but the one who was in charge of my transaction was just rude. No personality, if I had a question I got the same exact thing said back to me over and over cutting me off from talking like I was bothering her and or I was stupid so just listen to me type attitude. Just rude! No smile. No thank you and good bye when I left. I wish I got her name so I could put it here and hopefully if any one cares there at that location they could have a talk with her. But I doubt it will happen since attitudes like this normally trickle from management down. It was almost like she got joy out of being rude. Like some power trip. I’ll never go back After spending $ 3500 you’d think people would be nice.

Wonderful service and beautiful location!
If I could buy the whole store, I would. Ok, not the WHOLE store but, at least half. Every West Elm store is nice in my opinion but, the Costa Mesa location is humongous. The store is large, bright, inviting and full of friendly sales people. It doesn’t hurt that the store is right next to Pottery Barn, Restoration Hardware, and Crate and Barrel. Great location and worth a trip.
Enjoy!

I hardly ever log in to leave a review, and I’m quite generous when it comes to being understanding, but when a company does something as dumb as a false advertisement tactic, then it deserves some verbal pummeling.
First off, the price said $ 719 on a bed when I clicked on the sales ad. Sure enough, as soon as I ordered, there’s a $ 100 delivery surcharge, which brings up the price immediately to $ 819. And when I go to place in my address for delivery, there is the $ 71.90 for, yet another, shipping & processing, and finally, add $ 71.27 for taxes (which is understandable).
Westelm, if you’re vying for a «Lameness Award of the Year», you’ve definitely earned it. Way to not inspire.
Yours Truly,
Dan

I wish there was a way I could make 2 reviews. The first for ALEX DUARTE, Assistant Manager. Alex was great. Very helpful both at the store and over the phone. He is an asset the company. 5stars.
The delivery service however is horrendous. Waited all day for a delivery which was scheduled with no phone call. When I finally got ahold of delivery (after waiting on hold for ½ hour), I was told «they will be there in one more hour»). Four (4) hours later they arrived. Horrible! They have no problem sending me emails daily promoting sales but they should be revamping their delivery system. Maybe they will redeem themselves with the last delivery I have scheduled for this week (because they couldn’t take my suggestion to deliver all products on one day even though they were in the same warehouse! Frustrating!!). We shall see…

I had a very unpleasant experience at West Elm with two cashiers and, presumably, their supervisor. I waited 35 minutes just to get a receipt. Oh wait, I didn’t get my receipt. I had to use my phone to take a picture of my transaction on their computer screen! I decided to return my items because I did not want to give this store my business. Flippant apologies, stoic faces, and appalling customer service were all I got from those employees. If this is how they treat guests, then I am not returning to West Elm.
I later visited Target to find tableware similar to what I wanted at West Elm and scored. Thanks, Target, for being awesome.

Poor service and understaffed at west elm. Had to wait in line 15 minutes at the register. Went next door to buy some times at crate and barrel and was pleasantly surprised at their superior service.
Go next door to crate and barrel!:)

It’s a shame that not one soul from West Elm has the courage to respond to the negative reviews on Unilocal.
The majority of the staff here appear to have some kind of entitlement. They usually ignore customers. People go to a store for a reason. Once you’re in a store, whether you buy or not, you’re considered a customer.
West Elm has very nice designs, but what a way to ruin it with poor customer service.

Love West Elm products, but beware of customer service! We have our entire house furnished by West Elm but we are so frustrated and exhausted with how unorganized the company is, as a whole. They charge you a ridiculous amount of money with shipping and handling surcharges, but they are not organized enough to get your items to you on time. I’ve spent so many hours on the phone with customer service because the warehouse apparently doesn’t check orders before they are delivered. Also, the warehouse delivered my items to the wrong address!
I bought the Alexa bed frame 3 months ago and I still have yet to receive it. Today they arrived to deliver and set up, and surprise! Missing pieces!!! The delivery and set up guys were so rude and inconsiderate. I called customer support again and they advised me to have the guys check all the pieces to make sure anything missing was noted. These guys wanted nothing to do with that and just took off. Customer service at its best right here. Great job West Elm, so quick to take peoples money, but can’t deliver on what you promised.

I called a few West Elm’s earlier today as i was in search of a chair that i need by this next week. I ended up calling the one in Costa Mesa again and Katie helped me out a tremendous amount! She was SO helpful. She called a few stores and ended up finding a location that had the item! Thank you Katie! Your outstanding customer service is greatly appreciated!

Really bad customer service, my items haven’t arrived and its been beyond the time frame they gave me. I have guests staying with me and we have no where to sit or eat! They confuse the order and blame the warehouse. Apparently the warehouse never gets back to them. The lack of communication and seriousness of this company is a shame.

Nothing more than a showroom.
Any item bigger than a pillow is only available in LA or Santa Monica… or online. What is the point of this store?

LOVE their products. But a very unorganized store. Every single time I come to this store I have to wait so long to get my product. Yesterday I tried to buy a lamp, had to wait 40min on the floor while they were trying to find it in their stockroom. And voila! I got home and the shade part was missing. sml.
Last week I came to pick up my coffee table. Again, we waited about 30−40mins downstairs at their pick up location coz they had to run back upstairs to find a tool to remove the wooden box cover.
Get your act together, West Elm SCP! I love this store, but the service SUCKS.
Update:
They sent me the missing part and comped me for the shipping. Guess what? When I got it, it was the wrong one! There’s 2 sizes of these lamp shades the small and the large. I bought a small one but the shade they sent was for a large one! Haha wow. Really, WOW. I mean, how hard could this be?! Isn’t this what they do all day? Sell furnitures?! They did really f***d me on this one…

Elyse helped us make our bed decision
She is the reason why we are ordering our bed through her
Love this store its prices are great

The Associate who came to our house and sold us a few couches recommended a sectional with a specific configuration. Every time you sit in the corner the seating where the cushions meet spread a part. Horrible couch, defective couch or bad advice… We blew a few grand for a crack monster… Called and went to the place but the associate is either not there or not returning calls or not being told to call us… As a result we would not recommend their customer service either.

The low rating is for their furniture quality and deceptive salespeople.
Our entire bedroom set, dining table and cushioned chairs are from this store. The drawers on the dresser weren’t balanced, a screw was loose on one of the night stands, the table made cheaply with a veneer that chips easily and an upholstered custom chair has a shoddy finish underneath.
I love the style of these pieces, but we will avoid mr. Herrington and the rest of the people who work here as they will do anything, even lie, for a sale. Such a bummer.