Extremely disappointing and unprofessional experience with the West Elm Emeryville store, specifically with Lana, the store manager. I own a design-build firm and was working on furnishing a 3-bedroom, 2-bath home in San Francisco. The plan was to purchase most of the furniture new, with West Elm and CB2 as the main vendors under consideration. Aside from a Saarinen table and a few rugs I already had available for styling, nearly everything else was going to be sourced new. I booked an appointment earlier in the week for Friday afternoon and adjusted other appointments to make that time work. Then, on Friday morning, Lana called and immediately launched into a very rude and dismissive conversation about the appointment. Rather than asking thoughtful questions or trying to understand the scope of the project, she made it clear that they did not want to come out if I was not guaranteed to buy something. She said they keep the option open in case it is "not worth their time." That was incredibly off-putting, especially considering I was already styling the home with West Elm pieces and seriously considering West Elm for a large portion of the furnishing package. As a design-build professional, I work with many vendors, and this is not how serious trade or retail relationships are handled. When I explained that the short timing, the disruption to my schedule, and the lack of professional communication reflected poorly on West Elm, Lana was dismissive again and said I had already made my feelings clear. Immediately after hanging up, she sent the appointment cancellation. The issue is not just that the appointment was cancelled. It is the tone, the assumption that my project was not worth their time, and the complete lack of professionalism from a store manager. Based on other recent reviews, poor customer service does not seem to be an isolated experience at this location or with West Elm more broadly. I was prepared to source a meaningful amount of furniture through West Elm, but this interaction made it clear that I should take the business elsewhere. I would not recommend the Emeryville store for designers, builders, or customers expecting professional service. read more

I have only ordered online and maybe went to a brick and mortar once? I need things delivered - small car problems. White glove service has been fantastic and my furniture still has stood the test of time - over 7 years! Quality, not overly trendy and still looks like it belongs in 2025. Not perfect or THE BEST, but quite good. Just replaced a console and it was just delivery - simple, free shipping and easy to assemble - feels sturdy, functional and looks stylish. I have only purchased hard furniture - i would go to a seating specialist for upholstered items. Prices are reasonable for what you are paying for - timeless and solid quality. Good for this type of store - accessible and fits most aesthetics. read more

Had an in home consultation today at 5pm. I came home early from work to be ready. I waited 20 mins and nothing. I called to store to ask what happened. They placed me on hold. When someone came back to the phone, they just said how can I help you, after I had explained what happened to the person before. The person on the phone was the designer that was supposed to show up. No apologies or acknowledgment for wasting my time, just excuses about how the appointment notification came in on her day off. This appointment was booked a week in advance. Extremely unprofessional and terrible customer service. I liked some of the pieces and wanted help deciding which to buy. Thank you for helping me decide I should buy from a different retailer. read more

The WORST customer service, triple zero! I bought a rug and a rug pad, I was under the impression that both will be delivered at the same time (white gloves) NO the rug pad is shipped separately so I will have to roll up the 95lbs rug on my own! Senior in good health but still, I contacted Customer Service first by mail never heard from them, then called, a little horror story they could not find my order then totally unsympathetic to my age and to have to roll again the rug to put the rug pad underneath! The rug is a 9 by 12ft, "we can help then disconnected! Gross!!! read more

30 day return makes using West Elm for big house design projects a joke. I have purchased a lot from West Elm for our new house, but the construction was delayed, so we opened our mirrors for our GC to hang them 4 months later than hoped & in the process realized we needed one more 24" round mirror & had one extra 30" mirror. So I went to exchange it. No exchange approved because we're outside the 30 day window. Wasn't even looking for a credit in the price difference. But simply not approved. Seems to me this store isn't really in the home design/decor biz if this is how they work; delays are common in construction, as much as I wish they weren't. I will no longer consider them for design projects. Super disappointed / and honestly don't know how this business works in this market... read more

Nice furniture store. Seems pricey for what you get but the aesthetic is nice. Service team seemed busy so that's a sign they might be doing something right. read more

west elm - Furniture Stores Near Me - Emeryville, California

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I'm an interior designer on the side of my tech job and West Elm is my vibe. From fun mirrors to modern accent chairs to candles, I love shopping here. The only gripe is some items take way too long to arrive but it's been great quality and long lasting read more

west elm - Fun mirror - Furniture Stores Near Me - Emeryville, California

Bought 3 gold double curtain rods for a bedroom with windows on 3 sides. Our handyman installed them. They look fantastic. The online pictures look gold, in person color is closer to new brass. Minor issue, set was missing 2 tiny screws so I'll have go down to the hardware store with a sample. Otherwise they're stunning. Never thought to read reviews on Yelp. Sorry to hear about so many people's bad experiences. I'll check reviews before I buy anything in the future. My pictures don't show the double curtain rods but they are. read more

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Update: After doing some research, and trying to find out the furniture shipping/delivery costs, it became apparent that they are very deceptive about additional costs. You basically can't find out what the additional costs are until you checkout. That can cost up to an additional $500. No explanation for "fees". Very disappointing! Nice stuff but ends up very costly. No thanks! read more

I recently bought a piece of furniture from this store. They told me not to order online, but to order from them directly. At first I was fine with the service, but when I called to change my delivery options they hung up on me. When I called back the lady on the phone gave me an attitude. Will not be going back to this store read more

I went over to the desk and the two employees were just talking between each other and didn't even acknowledge me until their other coworker called me over. He was helping me and another customer at the same time while they were just chatting. So much millennial grey. Ew. Pretty pricey for the quality especially when IKEA is next door. read more

Items arrived very damaged, white glove service is a JOKE. Company has not followed up on replacement nor has the person we worked with in the store. Huge disappoint overall. Will stick with Crate n Barrel or Arhaus. read more

CHEAP BEDDING - FULL OF HOLES!!! Ordered a new Dreamy Cotton Gauze duvet - item arrived with holes in in straight out of the package, had to drive back to return the item. Decided to order the Reese Linen Cotton Duvet after thinking maybe the gauze was to delicate of material. After waiting several weeks duvet arrived with multiples holes in it as well. Quality of their item is extremely cheap and poorly made. I cannot image what these items would look like in a couple of month or after the first washing. After some searching I realized what poor reviews they have. Ironic you are not able to leave a review on items that you purchase on their website. read more

west elm - Furniture Stores Near Me - Emeryville, California

I wanted to order a shower curtain on-line, but when I went to research reviews on their ordering process, WEST ELM consistently receives poor reviews. I see also that their BRICK & MORTAR doesn't get great reviews either. I now understand - at least as it pertains to customer service. I called the store to ask if they had an item in stock as I didn't want to purchase anything on-line. When I shared with the person who answered the phone my concerns, she had THE NERVE TO SAY she didn't understand where all these bad reviews were coming from ?? WHAT ?! Just go on-line and you will see it. An example of being utterly TONE-DEAF. I guess the old adage of "don't believe your lying eyes" doesn't resonant with this store. The fact that this person wouldn't take the time to research and/or address a recurring complaint is PROOF of what might happen if you encountered a problem with this store. read more

I purchased a Cirrus light pendant in March 2022... Within a little over a year..I noticed the shade started to discolor. After several attempts in discussing this with a store manager they would not give me a credit or exchange for a new fixture. I went ahead and purchased a new one (shame on me) around May 2023 and this is what it looks like now. Again, West Elm and William Sonoma refused to do anything. Clearly it is a defective product and WE should address the issue with the manufacturer. No such thing as customer service with this company. Rude, no knowledge of their products. read more

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If I could leave zero stars I would. Couch started sagging really badly after 3 months. West elm wouldn't repair. Had to get a couch specialist in the put in additional support. He said that the materials they used were really cheap and nasty. AVOID read more

DONT EVER BUY AT WEST ELM. We bought a chair online in October 2023. It never arrived. We are calling them every few days about the order. They promise to "fix" it every time. They have our money, we still don't have our chair. Their latest stunt: More promises in reply to my complaints on their social media channels. But all I get is the same loop of waiting for answers. I saw A LOT of other customers complaining on their social channel as well. How is this company still in business. They're scamming their customers. read more

I had an absolute horrid experience with West Elm. I order a platter and dinner plates Dec 6th, 2024. The platter arrived broken about a week or so later. I called customer service who said that I can get a new one only upon returning the broken one. I stated that you are making me waist my free time (of which I have little as I am a medical resident in a hospital working 80-100 hours a week on average) because of y'all's mistake? I requested to speak to a manager. They then asked me why I wanted to speak with a manager, and I replied with the reasons stated above. They never let me speak to a manager. After a lengthy call they finally refunded my money. The story isn't over. I still don't have my plates. I called several times to get an update on my plates. The order had been pushed back each time. Unfortunately, I never received a single update email from them that the plates were delayed, rather I had to go searching myself to find out when I would get them. Finally, today I called (1/26/25) and said I'm fed up; give me my money back. Turns out that there is no current plans to restock these plates and that my money was seemingly STOLEN BY WEST ELM. No one ever reached out to me or even sent me an email. I had to go running after them!!! So, if I hadn't called THEY WOULD HAVE KEPT MY MONEY WITHOUT DELIVERING ME A PRODUCT. Avoid this company online at all costs. I hope their online store shuts down. Read the other reviews, they speak for themselves. If you want quality and with good customer service, go to Arhaus or Restoration Hardware. Seemingly they can't deliver a product that is either not broken or deliver a product at all without being honest. Note: I had to ask for a refund, one was not offered to me. Disgusting. read more

I worked with a sales associate named Beto. He was extremely knowledgeable, kind and thorough. He patiently answered all of my very specific questions. It was a very positive customer experience. I appreciate that west elm is consciously selecting environmentally responsible and non-toxic materials. This is hard to find as they are often more costly than the alternatives. I think the slew of horrible reviews on yelp represent a more systematic problem in the furniture industry, as is reflected in similar abysmal reviews for all of West Elm's competitors. read more

Oversized Adjustable Double Curtain Rod w/ Cylinder Finials - Antique "Brass" [ spray painted aluminum] We purchased multiple lengths of this drapery rod that frankly wasn't inexpensive and ALL rods broke as seen in the images within less than 2 years. After calling customer service several times to be told to handle with a store directly where the Atlanta General Manager told me that this happens all the time, there is nothing we can do, and to avoid West Elm hardware as a best practice...Seriously?! read more

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"Do not buy anything from this company. Their customer service is the worst. Don't even bother with their chat--it's a complete waste of time. I bought a chair cushion, and it's been three months, and I still haven't received it. A cushion! Avoid this company at all costs." read more

We ordered a storage bed in July 2024. It arrived in September. The drawers were badly constructed and one in particular was missing upholstery. We reported that on the day it was delivered. In October, they returned to remove the drawer. I have been calling every week since. I've been told the drawer was fine, actually the drawer is badly damaged, can I send a picture of the drawer (after sending lots of pictures and after they took the drawer), they don't know where the drawer is, they'll return the drawer and also send us a new drawer, it's too late to ask for the old drawer back, and more! In December, I was told that I'll receive a new drawer on Jan. 1st. Today, I'm told that it'll arrive on Feb. 1. Actually, maybe Feb 1-19. I can't expect them to deliver it immediately, can I? How unreasonable of me! I'm planning to talk to my credit card company about stopping payment. This is ridiculous. Save your time and money and shop elsewhere. read more

We ordered the skier glasses as a thank you gift for a family of skiers. 3 of the 4 glasses had unacceptable flaws. Customer service was VERY helpful and immediately sent out a new set, assuring me under the circumstances they would be double checked. They arrived safely and in great condition. They did not make me wait to return defective ones to replace. I appreciated that. They promptly emailed me a prepaid return label. They have been sent back. I think under the circumstances they handled the situation very well. I don't know where the other bad reviews came from, but I had a good experience. read more

I wholeheartedly agree with all the negative Yelp reviews. While West Elm's shops look slick and professional, their in-store service is poor, and their online buying experience is worse. I ordered a dining table through West Elm's website over a month ago. The last date of the delivery window is today, but the table is nowhere to be seen, and I've not received any information about its delivery status. I'd contacted their online customer service a week ago, but it's just an automated service that contained the same delivery information as their website. Desiring to talk to a human being about this, I called the Emeryville store. The staff member eventually did help me find out the actual delivery date, but her attitude throughout was brusque and impatient. Most shockingly, she actually told me that they encourage customers not to buy online because "we know our online customer service will just blow you off". Wow. Clearly there's something rotten at the core of this company. And their employees don't give a damn anymore. read more

In our search to find a full length mirror we stopped into West Elm to check out their selection. Now to preface, I think this is the first time I've ever stepped into a West Elm, so my initial reaction of, "Wow, what a watery neutral style." Might have been a hot take - especially once I saw the price tags. However I don't think we spent more than 10 minutes browsing before we left. All in all, I wasn't a fan of the style (or lack thereof) and we were never greeted or spoken to during our visit. I don't think we'll be back. read more

I've never dealt with salespeople more incompetent and rude and unprofessional. Incompetent salesperson measured my window and space for my couch and got it all wrong. I was able to return my window shades ... but they won't reason with you!! Proceed with caution... read more

ordered an L shape desk, delay and delay, waited for six months, when they delivered we found out the desks had missing pieces. Surprise! Called the company and they told me the whole thing will be redelivered next week. Surprise! Still missing pieces, the deliver company told me this is what they got! Called company, they issued another order and I am told I will have to wait for another two month. (Who knows their two months is how long??) Ok, I will keep the partial items, at least I can use it! Surprise! The item is cracked! (Showing in the picture!) called the company and they issued another replacement order and waited time "two month"! What a internet adventure at Westelm! I spent my money, not get the thing I ordered, instead I feel like I am taking a job working for them! Wow! read more

west elm - Furniture Stores Near Me - Emeryville, California

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My husband and I came here to exchange our monti side table. Initially, the first 3 people that helped us were not friendly and didn't seem like they wanted to work. Then we met Gustavo, he's amazing. He went above and beyond with helping us with our indecisiveness with our table. He was very patient and friendly. He made sure that we were happy with our table. The other male employee with glasses, he was very friendly and helpful. They both need a bonus because they actually want to work and help customers. read more

Purchased online curtain for our Apt. The photos looks nice...(can be deceiving ) Echo Print Curtain, Set of 2, Gold Dust, 48"x108" , Instead of Shipping. I opted for store pick up...Soo here goes.. Good thing the Associate ask me to double check that everything was ok with my on-line purchase..After I check the back of the curtain it was just plain...hmmm...not happy with it.. Browse around for other curtains in the store..Its better to see the items your purchasing in person than online ...its a 50/50 decision...Tony, the sales associate Did the Best in helping me choose my curtain..After showing him my Window curtain from my iPhone. He showed theSemi-Sheer Trellis Clipped Jacquard Curtain - Belgian Flax/Ivory...Its Loved at first sight...Told Tony that i intend to place the curtain on the hallway to divide the entrance from the living room...It made sense..as the one I purchased online looks nice from the front but back was plain.... Good thing there's a 25% sale on all regular price items... Tony...Thanks. read more

I ordered some bedding online which I ended up not liking when I received. I started a return online and was sent a UPS label and was going to be responsible for the return shipping. I ended up being near the Emeryville store and decided to bring in the items directly to the store so that I could avoid the return shipping fee. Well they went ahead and took my items and shipped it back to the warehouse using the UPS label that was originally created so I ended up getting charged for the shipping anyway. They could have easily taken the items back without charging the fee and chose to so it this way. After calling customer service I was informed that customers always get charged for return shipping even if they bring the items to the store. Such ridiculous and shady business practices. read more

Not a review of a specific store; sales associates have always been lovely. The company, tho, really isn't dependable. We've had minor issues here a there, over the years, but this week a Cirrus light fixture that was installed just three years ago has completely and spontaneously shredded apart. It's a thick paper shade sold as part of their Contract Grade selections, which is what gave me confidence in buying it. Big mistake, apparently. It's in a dry location, no exposure to steam or liquids or even direct sunlight, and yesterday my son noticed these huge rents in the side. Looking to the interior, I can see multiple tears forming all around the fixture. West Elm won't do anything about it, not even a partial credit towards a new fixture. So disapointed, and feeling foolish for believing that their "contract grade" designation actually meant the product was sturdy. Unfortunately, I've had better longevity from the cheap paper lanterns at ikea. read more

west elm - These two tears came through to the exterior - Furniture Stores Near Me - Emeryville, California

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West Elm will not refund me for this cheap broken shelf unless I take my toddler in a taxi to a UPS location. read more

west elm - West Elm is refusing to refund this shelf that arrived broken unless I take a taxi with my toddler to UPS. w - Furniture Stores Near Me - Emeryville, California

I did return. I like their products. And I had better service and friendly interactions in the following visits. Felt I should update the rating. I still think the shipping policy could be improved. read more

I booked an in home visit through the West Elm website. Apparently their availability does not match with what is listed on their website, so their associate called me to cancel. Totally fine, although they should update their website to actually reflect reality and not waste people's time. However they called and left repeated messages, each one terser than the last. They don't seem to treat their customers very well at this store - the customer service is lacking. Also, an email alternative would have been appreciated since I booked online. I think most people prefer email these days for that type of thing. They also were saying that they absolutely could not do a 6pm time - ok why is it on the website then - as if I were the jerk for booking it. And that they were booking out weeks in advance. All of this would have been very inconvenient if I was depending on this visit. I called them back to stop the repeated voicemails (I don't see why this was necessary but okay) and said I was calling to acknowledge that the on site visit isn't happening. The associate was quite rude about it - I was just trying to let them know I got their message so they could stop calling me. I will definitely never do business with this location if this is how they treat their customers. (I guess I should have checked the bad Yelp average they had first...). read more

Well, I hate to add fuel to the fire but I agree with many of the other reviewers. DO NOT ORDER FROM WEST ELM! We purchased a couch based on the marketing message that the pieces were in stock and ready to ship, but that was false advertising. We waited 2 months and now it's past expected delivery date. So then we called customer service and now the new expected delivery date is another 2 months out (if that's even accurate). We simply can't wait that long so had to cancel and ask for a refund. Also, my experience with the customer service was pretty awful - the connection was so bad and I couldn't hear them and had to speak to two separate customer service agents to finally get a good reception and someone who spoke English. Lastly, they couldn't email me a cancellation email. Instead what they sent me was a new order confirmation with updated shipping dates, which is not what I called for. Long story short - I had to dispute the charges through my credit card for goods not received. Not worth the hassle!!! read more

We purchased several pieces of furniture from west elm November, 2022 including eight leather dining room chairs. The chairs went on sale for $200 per pair (an $800 difference) shortly after we bought them. We immediately contacted Victoria Burgess the design specialist in Tampa with two phone calls, left voicemails and emailed her twice asking how we could get the $800 price adjustment. Victoria never responded to our voicemails or emails. So we made a phone call to Customer Service. The customer service representative transferred our call to the price adjustment department to leave a message, but there was no way to leave a message. We called back again and told the west elm customer service rep what the issue was. She said to email customer service which we did. We received a response saying they are unable to apply a sale price to an order retroactively. We asked them to escalate our concern to a supervisor. The supervisor emailed saying west elm does not provide price adjustments. We thought west elm would provide exceptional customer service. We are very saddened and disheartened to learn they provide zero customer service. We will never spend our money at this store again and hope you don't get scammed too. read more

I absolutely love our super talented designer Silema. She has designed and recommended furniture and accessories for all the rooms in our house and it now looks like a dream house. We get compliments all the time that our house looks like it came out of a magazine. The furniture and accessories are beautiful and very high quality. read more

The store doesn't carry much items West Elm has on the website. Almost it seems this location is more for advertising of the company. "Hey! We are still around! You can buy the curtains online but we don't have any samples here." I will stick with Article then. read more

The staff at this location are lovely, but the company is another story. Six months ago I ordered a couch. I understood it would take half a year to deliver due to global shipping delays. Now I've got a notification it will take an additional two months. So that's eight months minimum if there's not another delay. That is wild. I read many reviews online that had similar stories and gambled anyway. Don't be like me! Trust that a wait time this long is untenable and it will happen. read more

Wow, wish I had read some of these reviews before buying a bunch or furniture. I had a pretty simple issue with their rewards program and the lack of transparency and documentation in their policy. Really could gave been and easy resolution and I would be a satisfied customer, but they own it. 2.5 hours later, no resolution, no customer service what so ever, and one manager finally offer a discount on the $6k order I else, for my trouble. And what did they send, a $25 coupon on my FUTURE purchase. Not sure there will be a future purchase, West Elm. I expected a little more, but wow, what a huge disappointment. Wish I'd just gone to Ikea, at least they've got customer service figured out. read more