West Elm

I’ve called a couple of times checking in on ordered items and to check stock. Whoever Michael is that works at this location has kept me on hold for over 20mins on separate occasions. It’s as though he’s forgotten I was on hold because every time I hang up and call back he always has an immediate answer for me. Really really bad customer service!

I love West Elm’s stuff, but people need to be warned about buying from them. First I bought a couch and a coffee table. They said it would take one month; it took three (and that was with a about a thousand calls; I think I never would have gotten it without them) because they had half the coffee table but not the other half. Then I made the mistake of buying a lamp. They said, we have the bottom of the lamp but we don’t have the shade. We’ll have it next week. Two months later I’m still waiting. Apparently this has happened to most people who bought stuff from the store over the last year. Just a total mess. Spent so much money there, but they obviously don’t have most of the items they’re selling. Never again.

This company is a nightmare to do business with. Consider yourself warned. WORST customer service I’ve EVER experienced. HORRIBLE. It took me about 30 minutes to get a salesperson to acknowledge me in the store. They apologized and said that they were «understaffed» so I let it go and made a purchase of bedroom furniture from them. But, then it ended up taking me 4 weeks to get a scheduled delivery of this bedroom furniture. I received a call confirming the delivery date and a 2pm-​4pm delivery window the day before. So I planned accordingly. Then, their delivery services calls me at Noon on the delivery day, a full 2 hours before the scheduled time, saying that they are here. But I’m NOT there. Because they aren’t scheduled to arrive for two more hours. I tell them that I’ll rush back, but it will take me 30 minutes. They say no problem, they’ll just come back between 2 and 4. And they leave. But they NEVER return. Never show up. I call many times and they do not pick up, and do not call me back after many messages. And I had had my old bedroom furniture picked up that morning so I’d have room for the new stuff. Now I have NO furniture, NO bed, and can’t get my stuff delivered. And nobody will call me back. I don’t write bad Unilocal reviews, but this is absurd. Do NOT do business with these people. Consider yourself warned.

I love west Elm’s décor, they’ve got great style but prices are a bit high so they are not my absolute favorite furniture place to go to.
This location is also not very friendly. They don’t have too many customer in the store, but the associates seemed to be very busy… not sure why. And when I approached one and ask for help, i was told that they don’t carry that item in the store.
Even though I was disappointed, I still wanted to browse around cause I just really enjoy their style and guess what, I found the item i was looking for. It was the last one but this just lets me know that obviously that associate did not make the effort to help.

REVIEW OF COMPANY– not of this branch…
WORST CUSTOMER SERVICE IN ALL OF BUSINESS.
including gas co. cable. fed ex. you name it.
they all do better than west elm.
west elm does not want to help…
company philosophy– «the customer is always wrong»

This review is not particular to this store but the whole company itself and how they handle their delivery service. They suck. Scheduling people were cold and not accommodating at all, no customer service skills whatsoever. We were passed on from one person to the next only to repeat the same thing, that they cannot help us. It is really too bad but this definitely makes me unsubscribe to their list and not wanna shop there again to save myself from the stress of major inconvenience.

To echo many of the reviews already written, my review is for the West Elm company, NOT this particular store, but the ENTIRE company. The customer service is horrific. I ordered a bed in August and specifically ordered this bed because it was available within 3 weeks (I was sleeping on a mattress on the floor). The day my delivery was estimated for I had still not received a call to schedule delivery, so I called customer service to find out the status. It was at this point, not before, that they informed me that my bed was on back order for a month. I was upset that no one had contacted me and was told I would receive a merchandise credit gift card after the bed was delivered for their mistake. Fine.
In October, the week after they had quoted my arrival, I called again, having heard nothing. I spoke to 4 people and spent hours on the phone. I was told at this point that the bed was still on backorder, probably until January. I asked to cancel that order and choose another bed, one in stock. I agreed to pay an additional charge for the more expensive bed and was told it would arrive within a week. A week later the delivery was scheduled and I took an unpaid Friday off work to meet the truck. 15 minutes before my scheduled delivery they called to make sure I had the rails for the bed because they weren’t on the truck. I, of course, did not. I called and left messages for 2 employees who were managing my order, neither called me back. No one confirmed when delivery would happen. Monday, I spent 45 minutes on hold trying to see if I was going to get my bed. Delivery was scheduled and I received my bed in November.
Finally, a social media outreach employee discounted the bed so that I wasn’t paying anything additional for the much pricier bed. I felt better about everything but still didn’t want to shop at West Elm again. THEN, 2 weeks later I got a $ 300 gift card in the mail. I was elated and felt like they had gone above and beyond to regain my business. I drove to the store, across town, and spent an excited hour shopping & picking out bedding for my new bed. When I got to the register I was told that the card was deactivated. When I emailed the social media outreach employee she said that the card was a mistake and she tried to stop it before it went out, but didn’t get it in time. Then she said that the discount was my apology. Of course it was, and it would’ve been enough, I’m not greedy, but she easily could have emailed me to tell me that a voided gift card was in the mail and to disregard it to save me HOURS of driving to the store, picking out items, and then having to drive home LIVID that West Elm had f-​ed up, once again.
The bed itself is lovely. Truly a great bed. However, hardly worth the part time job hours I spent contacting and explaining myself to the truly incompetent customer service.
Get your customer service TOGETHER, Jim Brett (West Elm President).

I’d read so many bad reviews that I was a little nervous visiting this place. From my recent experience, it turned out that the negative comments about the staff did not apply to the gentlemen who helped me. Jay, who greeted everyone at the door, was quick to guide you to what you’re looking for. He called designers to help you choose items if you wanted consultation. I was helped by Carlos, who was friendly and offered options to suit your taste. If I had to describe the style here, I think the pieces are retro-​inspired pieces with an eclectic modern twist.

We went in during the madness of Black Friday and although the store was super busy, Winston took great care of us. He was very patient with us and we were very thankful for his help.
We had to make a few changes to our order later that night and also the following day and, both times, he got back to us quickly and made the revision in the order effortless.
Thank you Winston!

The after purchase customer service is beyond terrible. I will never buy anything from a West Elm, Williams Sonoma or Pottery Barn.
First when you order online, they give you a «delivery charge» showing up by each item. Then you order and they change that (in my case $ 75) «delivery charge» to a «service charge» and then only after you’ve approved that, and are about to hit the «complete» option, you realize they’ve tacked on another «shipping charge». So they charge TWICE! –Delivery AND shipping. Not one in the same and again they do it at latter stages so intentionally trying to hide it.
Now if you get through that. Somehow justify their double charging you, good luck getting the item. Ordered a head board. They email me a phone number to call & set up delivery –that takes forever of course, the calling, the being put on hold…- but I get through it. We set it up for the following Monday. They’re going to «call me 30 minutes before delivery» on that day. I wait until 3p & invest another 20 minutes (literally) of calling/​being on hold and the delivery company says «Oh, didn’t anyone call you?» The order was internally cancelled days prior because they ran out of stock… and then he couldn’t even confirm that the company had refunded me. That was ANOTHER number to call & be put on hold by…
TERRIBLE!
Never
ever
again!

Thinking about ordering furniture from West Elm? Don’t. Most horrific customer service in my entire life. First off, it said our bed would arrive in 8 – 10 days. I’m going on six weeks late now. The bed was supposed to arrive last Thursday. It comes with «white glove» treatment where they set it up for you. WELP. The bed didn’t come Thursday. It’s now Monday — the bed was supposed to arrive between 12 and 2. It’s nearing 5PM and I have doubts I’ll ever get my bed.
I called delivery, dispatch and customer care. Their «customer care» is horrific. Want great customer service? Call Verizon. They actually have rad customer service. Want to deal with a girl with attitude who thinks she owes you, pretends to help you and then never answers the call? Call Customer Service.
Dear West Elm execs, maybe spend less time speaking at conferences like FastCo Innovate about your «great brand» and actually work on making it a great brand.

Their salespeople ignore you and forget about you mid sale. The salesperson who was helping us last night literally walked off with another customer while he was supposed to be helping us. The salesperson who took over said he was busy with someone (not sure who, the store was really empty) and he got my number and promised to call because we wanted to go. We never heard from them. Not sure if these guys want to sell furniture or the store is just a front for money laundering of some sort. Weird.

This store sucks. Not only do you have to chase someone down for help, you have to pay for delivery + a delivery surcharge. To top it off, you can’t use any coupons for items that are on sale.

Went to this location because the kitchen rug I purchased at the West Elm in South Coast got dirty and I wanted a new one. I walked up and down the stairs only to discover that this West Elm carries zero rugs due to a lack of space. Hence, if you need any sort of rug (large or small) don’t come here unless you are willing to special order.

Nice shop on Beverly near La Cienega. Furniture and bedding were nice to see in person instead of the requisite catalog. Some nicely designed and super soft bed linens but $ 119 is way too much for me to spend on one set. Im sure theyre nice and all but that’s just not for me. I also saw some nice dresser drawers and a nice leather chair. Again, the price was way too high IMO.
Customer service was non-​existent even though we were just browsing for a wall mirror and were good on our own. Still would have been nice to have been greeted and maybe shown some mirrors we may have missed.

I love West Elm. I HATE this store.
I’ve shopped online at West Elm for years. I have sheets, curtains, and more, and the quality is unbeatable. There’s always a sale going on, and if not, students always get a 10% discount. You’ll get the same quality as parent company Pottery Barn at a fraction of the price and with trendier styles!
Recently, I found myself in the market for new curtains. West Elm’s website kept telling me products wouldn’t be shipped for three months — I don’t know why, but so frustrating! Since I found myself now living close to a store, I thought I’d venture in. What everyone else has said is true: NOTHING is in stock here. Also, the salespeople are so rude. I had to track someone down to ask where the curtains are (they’re hidden on a half-​level in the corner). And only then did someone approach me to ask if I needed help. But the weird thing? He seemed genuinely bothered when I answered yes. I settled on the only curtains in stock, and the salesman at the cash register barked at me to swipe my credit card when I wasn’t even up to the counter. When I said I had a coupon, he seemed annoyed. $ 90 later, I was rushed out the door with curtains I didn’t even like.
Yes, the store is beautiful. I’d imagine it’s a wonderful place to wander around for interior design inspiration. However, if you actually want stuff to furnish your home, shop online or elsewhere. This store is a dud.

I can see why this place gets 3 stars and many of you are not a big fan of WE. I wouldn’t buy furniture here because you get what you paid for. Many of the rustic look stuff is just… well STUFF (more like copied stuff. lol) I visit the store to see what they have to offer, that’s all. Maybe WE may not like customers like me, but hey, tough! So why the 4 stars you ask? Haha, I love their freshly squeezed lemonade and tasty cookies (chocolate chip! yay). What a great way to browse, chill and maybe shop for some plates, vases, utensils and stuff that I don’t need customer service or shipping or be returned later. As a matter of fact, I try to dodge their people around the store. Don’t bother me, LOL. Maybe I am the kinda customer they are looking for after all because they have so so service and they charge for shipping that most of you that have had those lousy experiences I am sure can relate! I’ve never returned anything here so I can’t comment on the experience.
So the big 4 star is for the lemonade, cookies and the «stuff» that don’t need their service, shipping and be returned. Oh, and the great big store for me to browse and chill… lol

Just went in to check on the status of the remaining back ordered items on an existing order. (Sofa and lighting) I was asked if I had my order number, I replied no, I was then told that they can give me a number to call so I can check on the order myself, and that there was nothing else they could do for me. That was his exact words, within the first 15 seconds of me being in the store. Really??? I ordered the pieces at this store, not online, and not even an attempt to look anything up?
Horrible service at this store. CB2, RH, and Crate and Barrel have been amazing with all of my other orders so far, go there and avoid this place at all costs. Thanks for nothing West Elm! Oh,

This is quite a large store. It is located in the building where Blueprint furniture used to be. The showroom has 2 levels of beautiful, modern furnishings. They have a large variety of items including furniture, rugs, pillows, etc. Most of the items are of nice quality and the prices reflect this. If you are looking for inexpensive pieces, this is not the place to purchase.
tip — it’s located across the street from Kings Road Café. So grab some breakfast or brunch, then go shopping

Ok, anyone who follows me on instagram knows that I LOVE west elm!!! I’ve been featured in their catalogues and on their official instagram account. This review is about this store + west elm in general.
Prices: Yes, west elm is pricey, but their stuff is great quality. Also, you should never buy anything at full price because every piece of their furniture /​décor goes on sale at some point. They regularly have 15% off rugs, 20% off lighting, etc. They also have a Buy More Get More sale once or twice a year. This is the time when I buy my big purchases because if you spend over $ 1000, you get 25% off! I also have the west elm credit card because you get 10% (and sometimes 20%) back in design dollars which are redeemable at the store. My only complaint is that I think it’s unfair to make you spend all of your design dollars at once. Oh, and remember: if you are a student, you always get 10% off!
Delivery: They have surcharges for the bigger items which can be pretty hefty. You can avoid this by calling your local store, seeing if the have the item in stock, and picking it up from the store (rent a uhaul). We always have them deliver furniture because we don’t want to be liable in case something happens during delivery.
Service: The service here is great. The employees are always around to answer questions and do stock checks. And they do it with a smile! And, if you ask, they’ll usually give you 10% off.
Parking: They have street parking which is usually pretty easy to find.