Very disappointed with the customer service at West Elm Burbank. Staff were unhelpful, inattentive, and acted like assisting customers was an inconvenience. I was not greeted, And had to look for an employee to help me. Employee were on the computer and cell phones. For the prices they charge, I expected a much better experience. Beautiful store, but the service completely ruined it for me. Definitely not the level of professionalism you'd expect from a high end furniture store. I guess I'll just come to the store to look at items then order whatever I like on west elms website. I think the employees should take customer service training. read more

Every. Single. Employee is unfriendly. NO ONE welcomes, says hi, or greets anyone. This is my 4th time here and my last. I watched them actively ignore people(and myself) it's definitely a one off, most west elms have very nice staff. read more

I love this location because I always find convenient parking right up front. The square footage seems a lot larger than Pasadena and the light from the windows give me some kind of peace to shop comfortably. Almost therapeutic! Anyway. I bought a new pot for my fig tree and it's stunning in my house. Check out my photo/video for reference. read more

West Elm - Looks amazing - Home Decor Near Me - Burbank, California

My designer was great however.... I am extremely disappointed at how long it is taking to receive my order. I will never order from West Elm again. Five months is ridiculous. I am excited to show off my furniture but unfortunately it will follow a bad review. read more

Disappointing Experience with the Manager at West Elm Burbank - Be Careful I've been a loyal customer of West Elm and the entire Williams-Sonoma family for years as a professional interior designer. I've purchased a significant amount of furniture and materials across their brands without any issues -- until my recent visit to the West Elm store in Burbank, California. I walked into the store and was not greeted by either of the two employees present in the room. When I finally approached to ask for help locating fabric samples, I was met with a shockingly rude and dismissive attitude from the manager, Angel. He was condescending, self-righteous, and acted as though assisting a customer with fabric samples was beneath him. He even emphasized that I "had to buy from him in that store" or else his location wouldn't get credit -- as if that justified his poor service. As someone who regularly specifies and purchases from West Elm for client projects, I was stunned. A manager should represent the brand professionally regardless of whether the purchase happens in-store, online, or at another location. His pompous demeanor made it very clear he did not want to help. Thankfully, Angel delegated the task to another associate who was genuinely kind, knowledgeable, and helpful. The contrast was striking. If this manager treats a longtime trade customer this way, I can only imagine how he might treat regular shoppers. I would caution anyone considering this West Elm location to be prepared. Williams-Sonoma needs to take a closer look at the leadership they're putting in front of customers -- this kind of attitude damages the brand. One bad apple can ruin the experience, and unfortunately, that was the case here. I hope someone at the corporate level will read this review. read more

What could improve is customer care! Big time lack of communication between online customer service team and in store customer service. Back in November 2025, I had ordered a bath mat online. Received the wrong item. Went to the Burbank West Elm store to return/exchange. They wouldn't nor return or exchange. Due to the order being online. However the customer service agent called online care, advised me they will be sending you a new one. Meanwhile she took back the wrong item.... I am still waiting for the proper bath mat to arrive. Every time I check the west elm app, keeps delaying the delivery process. I have called several times the store and online team and they have no idea what to do with this situation. While i have not been refunded and still waiting for a mat. What a disappointment from a high end store customer service. Very sad. read more

Again, The service I received from Isis is always professional, efficient and pleasant ! She has been a consistent liaison for a positive West Elm experience for me . I was so disappointed in West Elm when I learned the sales associates (or even the Lead designer) do NOT receive commission for the thousands of dollars they make for the store. What's even worse, is West Elm's sales incentive is that, "if you make sales, you get more hours to work". I think it's despicable that a store that makes $6million annually doesn't care about the quality of life of their associates. Their upper management travels in private jets yet most of the store associates can't even pay their rent while living a quality of life. I can no longer support West Elm because of the company's selfishness and greed read more

Service was horrible. Walked in about 45 min to closing. All the staff was standing at the front door chatting, nobody offered to help. I had to flag someone down from the front so we can get some help. The girl seemed irritated cause I asked for some leather swatches to see what color I wanted to pick for the sofa we were interested in. All she wanted to do was throw her business card at us so she can get the commission but definitely was not helpful. We left and went to the pasadena location the following day and it was night and day with the service we got read more

Not the best customer care. Good selection and nice design. The best approach would be to choose your favorite item online, take a look at the product in person upon your liking, order it online. read more

This store is immaculate just stopping in to get inspired for some home upgrades to furniture and accessories is a true treat as they update displays and rotate in a lot of seasonal items. The quality speaks for itself and they often have sales, clearance, and remarkable items like no other. I've only ever been here twice and gotten the weirdest customer service both times lol... Not acknowledge like other customers the first time and only acknowledge toward the end of my experience the other... Mostly positive and helpful, but also a bit cold and assuming at other times... Very... "It's very expensive..." service from a small half handful of associates... With me exuding Julia Roberts, "Look, I got money to spend in here!" #PrettyWomanVibes That said I do enjoying the store itself and those who make the experience better with their kindness and helpfulness, but everyone should be treated the same across the board. The online store is impressive as well. The restrooms are prestine much like the rest of the store and parking lot is spacious in a shared lot at the Burbank Empire Center, usally more than enough spots close by. Will go back in the near future and hopefully update especially for those holiday sales this fall!! read more

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West elm Burbank was my go to place until recently the staff had changed and are more rude! No one greeted me when I walked in. Last time I was here the manager greeted me so kindly helped me out but not this time. I asked a staff member a question and he answered a different question that made no sense‍Prices have gone up for the quality feeling like it's from bob the furniture store. Set up is nicely done but other than that the staff the service was not it. Not coming back to this west elm just because of the customer service. read more

I needed to furnish my new place in one fell swoop and was lucky enough to work with Isis who not only has incredible taste, but also listened to my needs. The one item that I selected without her ended up not being the right fit and she is seamlessly coordinating pickup and delivery of my new item. I will continue to purchase furniture with her in the future! read more

This is a review of West Elm as a corporation. I don't know about this particular location, so any collateral is unintended. Today I've spent 3+ hours dealing with West Elm customer service today. The service I have received is some of the worst, most useless, and most tone-deaf I've ever encountered. On a par with Spirit Airlines, Lowe's, and Circuit City in terms of crappiness. No accountability, horrible communication, no employee empowerment, no customer care (when not being completely disrespectful). Whoever is underpaying and under-resourcing all of these (mostly) nice people on the phones, shame on you. West Elm (and the whole Williams-Sonoma experience) is a garbage company. read more

I love everything about West Elm. Their furniture is the best quality and they have really nice styles. Absolutely love it. I stop by this location every time I'm in the Empire Center. The selection is amazing here. I always find something , even though if I'm not looking for anything. Does that make sense ? Can you relate ? Recently I bought the cutest table runner. I have been looking for a new one forever. Lots of parking , friendly staff. read more

West Elm - Home Decor Near Me - Burbank, California

By far the best west elm in the surrounding areas. Everyone is just so nice here! I had an issue with an item I ordered and they were happy to help me. They have a lot of styles and I was very happy to see they carry fabrics in store! I will be coming back to finish furnishing the rest of my home! read more

I was having trouble ordering my desk online and by the time I made it to the store after work, it was 10 minutes til closing. Elia still assisted me in making my order on their end and helped me come up with a solution for the payment. I had made the purchase at the end of May and the delivery date was set for the end of June. I was a bit nervous after reading other online reviews about the delay for shipping and seeing that the desk was back ordered but my desk arrived after 2 and a half weeks! Nothing was damaged and the packaging around the table pieces in all 4 boxes were very sturdy and thorough which I very much appreciated. Overall had a smooth experience for a desk of great quality! I'm excited to have a working and creative space! read more

West Elm - Industrial Storage Modular Desk, Set 1: Desk + Box File - Home Decor Near Me - Burbank, California

The store was beautifully set up, but no one greeted me besides Ebbi. She helped me understand which couch is the best for me, explained the differences with pros and cons. She showed me a lot of fabrics that are easy to clean. Just a wonderful lady with a lot of knowledge about design. read more

When I first walked in the West Elm today, everyone else was greeted but me. I felt a certain kind of way but I still shopped. Especially as a Black Woman. About 10 minutes in, Lauren saw me struggling to hold items and helped me! She went above and beyond and by the time I was at the register, all of my items were wrapped and ready to go! She even walked my bags to the car for me because they were heavy! I really appreciated her and she truly made my day. Sometimes it gets frustrating walking into luxury stores and being overlooked or labeled but she saw that was happening and stepped in! Thanks Lauren! I'll be back! read more

Although hesitant because of some of the reviews, I decided to visit the Burbank location. The store is nicely set up and organized and Carolina greeted us at the door. She was helpful, assessed what we were looking for and guided us to several items of interest. We decided on three pieces. After a horrible experience with a different furniture company, did decide to take a chance and order the pieces. We were given realistic delivery dates. They exceeded expectations. All three pieces arrived in half the time that was given. The delivery staff was excellent. So, it was a great decision and our experience exceeded all expectations. Thank you Carolina! read more

Just went to look and sit on the couches. Quick look around the store. We were acknowledged and told if we needed any help to let them know. Nice place. Nice staff. Like I said, we weren't their that long but had a good experience. Pretty store. Pretty displays. read more

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Super smooth transaction pulled up to delivery door picked up my item and was offered help loading.

The new West Elm has opened in Burbank! They have a bright and airy spot at the Empire Center in one of the retail spaces dotting the main road through the shopping center. Since today was their grand opening, everything was 20% off and some items were also 30-40% off regular prices. If you love home goods for every room you'll like browsing their selection. I found a lacquer tray and saw several nice pillows, including trending velvet and faux fur styles, plus real marble containers and soft bedding. And chenille blankets! The store associates were all friendly and attentive, and they have done a great job of merchandising the shop and giving it an airy, almost beachy vibe. It's not cramped or hard to navigate like many home stores. Their pricing is a bit higher in general, but they also have good quality items that will last longer than less expensive labels. If you are in the Empire Center I would suggest stopping by, it's a large free parking lot for several stores and there were open spots in the immediate area by West Elm. read more

Visited the store to make a return today (larger item) and the ladies who helped us were sooooo helpful. I've visited other locations and hands down the burbank one has the best customer service. Thanks again! read more

Don't make the same mistake I did -- just STAY AWAY. After ordering an item in January, I was told the delivery would be 7 to 10 days. Then three weeks. Then five weeks. Then eight weeks. COVID wasn't the reason. The reasons given were, in order: 1) The item is backordered; then, after that proved not to be true, 2) the item was damaged; then, after that proved to be a lie, 3) the item had changed SKU numbers and that caused the delay; nope, then 4) the vendor was the problem. After two hours on the phone today, I finally just canceled the thing. Oh, by the way, they took my money -- and now they're saying it will be 3-4 days for the refund to be processed. It's better to just avoid them. read more

Don't buy from them!! Sent me a broken table and waited more than one year to have it change!! When I asked for the refound they came and picked up the table and never gave me my 1000$ back!! read more

DO NOT ORDER FROM WEST ELM! We have had 2 orders this year where inventory is not actually available even though it says it's "Ready to Ship". They delayed both order by months with no explanation. Even after canceling our order, I had to call back because they didn't actually cancel it! I have been on the phone for hours to get our money back. They simply lie and allow customers to get off the phone and force them to call back. THOUSANDS OF DOLLARS AND THEY DON'T CARE! This is corrupt and you can look at other customers with similar experiences. STAY AWAY! read more

So glad this location opened. My first trip to a West Elm store was in San Diego, California. Since then I've shopped at West Elm for odds and ends because they always have high-quality items. Recently I was driving by the Empire Center and saw that this location had opened so I had to stop to check it out. Once in the store, I was able to find the items that I needed and was helped by a friendly sales associate. The parking is easy since it's not located in the same building as the main anchor tenants like Target, Lowe's, Marshalls or Nordstrom Rack. Instead, it is a stand-alone store located by Wendy's and Panda Express, so definitely stop in the next time your nearby!! read more

West Elm - Interior - Home Decor Near Me - Burbank, California

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I purchased a bunch of furniture a few months ago for my new home- but due to the Covid backlog, it's taken longer than expected to get these items delivered. Daphne at West Elm has been spectacular in the meantime-- she was able to apply discounts on the same items at a later date and get those items delivered to me in a much speedier fashion. She has been understanding, compassionate, and ridiculously helpful. West Elm has me as a customer for life for as long as people like Daphne are employed there. read more

Love this location in the valley. Parking is never an issue. Clean store and nice associates. (Dallas, Talin and Darius the mgr) The issue is the inventory- like the Beverly Blvd location, things are not always in stock. Otherwise, its always a pleasure. read more

PLEASE READ! Do not come to this store please. I made a purchase half cash half credit last month and canceled it less than 24hts later due to them trying to charge me double for a delivery. IM STILL WAITING FOR MY REFUND TODAY!!! I've been hearing "we understand but the check is on its way" for a whole month. Very profesional BEFORE you buy but after YOU ARE ON YOUR OWN and their true colors come out. Go elsewhere NOT worth it. read more

I went in for one thing and one thing only: a tiny gold square tray discounted from $20 to $12 I had scoped out online. Christine (sp?) helped me find it before I even got a chance to do a lap and was supremely gracious with the annoying ass patrons in line in front of me who thought she wanted to know EVERY detail of their new couch and what colors they have in their home and what trees grow in their backyard and where their kid goes to school and let me tell you these people were TRYING HER AND ME I DO NOT HAVE TIME FOR THIS BITCH - okay I digress but truly nary an ounce of respect for HER or my time. Store smelled lovely. All around a delightful experience. Two thumbs way up. read more

West Elm - Cauldron on the tiny gold tray - Home Decor Near Me - Burbank, California

Do not go to this store if you actually want to buy furniture and leave with it. I wanted an end table and every single one on the floor, except 1, I had to order. It's a showroom, a place to go look and then go somewhere else. Pretty stuff, but just to look at. It's like a furniture museum! read more

West Elm is the absolute worst!!! Mind you I ordered this bed 3 months earlier. They delivered a $2300.00 bed to my house in December and left while knowing they left me with cracked drawers, (and I mean fully separated) every drawers mounted I leveled. . I immediately called them and sent them video and pictures and NOTHING!! You will absolutely get no service. I have been chasing them since December for a replacement. They are the absolute worst. Don't think you buying quality cause your not!!!!! read more

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Amazing furniture & customer service We wanted to buy six matching items ( some damage to the whole set) So only could get five . Too bad company policy is to charge shipping on half of the price said object. Since no more were in stock . Yet we're offered for me to drive an hour a way to see if they had one ? Thanks but no thanks read more

Worst experience with this store I have ever seen they keep my order for two months and didn't get my order I did cancel my order don't buy anything from them. read more

Have you ever played a game on your phone and wish you can live it in real life? I am obsessed with this game called Home Design. You design different rooms with furniture from different brands. One of my favorite brands to use in the game is West Elm and in December 2020, I got to visit a real live West Elm store! Their furniture is very classy, modern and has clean lines. We got to look around and although, it is pretty upscale, the employees were so friendly and welcoming. The prices are moderate to expensive. The store was big, but cozy and had a great flow. We saw the utility collection in person and I was in love. It's so simple and cute so I ordered a flour and sugar canister, mixing bowls, spoon rest, snack canister and oil and vinegar bottles. I can't wait to see them in my kitchen! Wish they had their salt and pepper bowls though. Crossing fingers that Fresno gets a West Elm store here!!! read more

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I have to say they do have some nice stuff but extremely overpriced. Second when I walked into the store Sunday afternoon I was not greeted by anyone even though there was 2 guys and a girl standing around near the register doing absolutely nothing. Another guy was helping a couple was probably the hardest worker there. Definitely won't be back. Expected a little more hospitality if I am spending $3k on a bed frame. Also, the reviews about stereotyping their customers walking in. I believe it. Another couple pulled in, older couple got service right away. One of the girls jumped to help them. read more

Darius is amazing! Fantastic customer service. Thank you for taking care of my poof that I brought in! I recommend this location and the help that was given!! 5 ***** read more

I strolled into West Elm in hopes of finding a gift for a close friend. It seemed like every piece of glass was dusty. The candle displays were also dusty and many of the candles were damaged. There was nobody at the check out up front and another shopper had been waiting to purchase an item, had to go and find someone in back. When I was at the back of the store it seemed like all of the employees were gathered around chatting. I am a West Elm fan, I hope this reviews helps improve the management of the store. read more

MADDIE IS AMAZING! Maddie was so helpful and hilarious--we had the best conversations! West Elm was amazing because of Maddie. Honestly make Maddie manager AT THIS VERY MOMENT. She's gold. We came looking for furniture but left just wanting more of Maddie. read more