Issues with ordering and getting through to customer service. Wish I had checked reviews first. Looks like west elm items are the same low quality shipped from fat items at a much higher price unfortunately. Won't be back Update - manager able to change what I needed so I'm much more happy to recommend. read more

I stopped into the West Elm in Strawberry the other day with my adult daughter. We were inside for 25 mins. We had seen a bed we liked online. We were ready to buy a bed, bed side table and dresser. Not 1 of the 4 people that worked there gave us the time of day. 3 of them made eye contact with us. One was doing a table decor and another was just wandering around. Super disappointed. We will definitely buy elsewhere. read more

I am very disappointed with the Portside Outdoor concrete table and chair set purchased. It was easily scratched with light use so far and they refused to do anything about it. I expect more durability and customer service to stand behind their products for the premium price. read more

The staff and store 4.5 stars! This is a review about the quality of West Elm furniture: I'm super disappointed in the West Elm sofa I purchased. The sofa was delivered 6/23/2024 to a home without children or pets and only one person who is 130 lbs. I sit in a different spot every time to create even usage. It is never in direct sunlight and l take very good care of my things. It's the Harris sofa with storage chaise and pop up trundle. The fabric is pilling. The foam of the bench seat is breaking down. The seat of the chaise is drooping. The bench seats are hard as a rock. The chaise is super soft and makes my lower back hurt due to the lack of support. The sofa with tax and delivery was $3,694. For it breaking down after six months of being used lightly is unacceptable. West Elm does not allow reviews on their site. I've emailed West Elm and they did not respond. I'm considering taking Williams Sonoma to small claims court for selling defective items. read more

Terrible customer service with the exception of Laura. Was really surprised by the rude attitudes of the staff when I called to check on the delivery of my order. . . I like some of their stuff by will think twice before ordering from West Elm again and dealing with the Mill Valley store. I will say that the online customer service was very good. read more

I don't know why I bother trying to shop here. Orders are always delayed. After waiting for a piece for a month past the estimated delivery, they finally show up on the scheduled day. But they showed up before their scheduled time block. I wasn't home so they said they'd have to reschedule again. I'm done buying stuff here. read more

I recently purchased two bedroom lamps from west elm on line. The suggested bulbs were listed below the item. I selected the two suggested bulbs. I received the lamps and they were perfect. Almost two weeks later the bulbs arrived and they were the wrong size. These are the bulbs west elm suggested to purchase with the lamps. West elm will not take back the bulbs in store. They say it's against California law. I have to pay to ship them back to the company, but the bulb company only gives you a credit. Way too much work. The bulbs are destined for the garbage. I guess the real issue is West Elm suggested the purchase of the wrong bulb, then didn't allow us to return them in store. The other return would just cost me more money to ship back and get credit for an on line store I will never use. So no more buying from west elm for me. Too much trouble if something goes wrong. read more

Bought some green stacking glasses here. They are beautiful but ended up with scratches that took off the color within the first 4 months of use. Says dishwasher safe, but maybe they aren't. They wouldn't refund or give a gift card because it was out of the 30 day return period. Pretty sure glassware is supposed to last more than a month... Terrible customer service, probably won't support this company anymore. read more

west elm - Mysterious scratches - Furniture Stores Near Me - Mill Valley, California

I frequently enjoy browsing at the Mill Valley store. The store is neat and well-organized, and the helpful staff greets me with a smile. The reason for this review, however, is the exceptional customer service provided by the store manager, Rochelle. I mentioned an issue I was having with a product purchased from another brand in the Williams-Sonoma family while looking at a potential replacement item from West Elm. The defective product was not from her store or brand. To my surprise, she asked to see photos and initiated a customer complaint with WS corporate on my behalf. It was beyond the call of duty and much appreciated. read more

Went in to pick up a rug I ordered. Just the worst worst worst. Felt actually bad for ordering something to the store for pick up. Was basically reprimanded about it. Then I returned the item to buy it back with a store credit. Reprimanded again. Carpet was left of the cart and lady just left us there with no words of thanks or anything. Definitely in the wrong line of business. Zero customer service. read more

Do not buy furniture from here. This is not a review of any of the employees I've talked to at this store, as they have all been very nice. However, the overall quality and multitude of delivery issues from West Elm is unacceptable for the price. In total, I have had to miss the total of an entire work day due to TWO separate delivery date issues. Also, if they do cancel for whatever day/time they say, they will not necessarily tell you and you may just need to waste 3 hours of your day waiting until you call them and find out that they aren't showing up. When I did finally receive the bed frame I ordered, the storage drawers that I specifically bought the bed frame for, literally got black paint on my clothing, so they are completely useless for their intended purpose. Photo attached is what a bright white rag looks like after lightly dusting the drawer. Even with all of these documented issues, company policy is really unhelpful. Fortunately, I could have them come back and return the bed for a full refund! Unfortunately, I've wasted so much time with this company that I can't even take the time off work to have them come back and get it. read more

west elm - Furniture Stores Near Me - Mill Valley, California

went to store, they ordered the incorrect item for me causing extra costs and a long delay, they admitted their mistake but did not do anything to make it right read more

Horrific customer service. If you want to be treated like total garbage while you are spending money at a store, then this would be the place for you to shop. Otherwise, I'd recommend either ordering online or choosing a different store. If you really want something from this store, you could come in to look at the item in person but do not engage with any sales people, and then order it online later. That would be the most painless approach when dealing with this company. (BUT be warned if you order something online you will be signed up for 18 different email lists that are impossible to get off of). Personally I will choose a different brand entirely whenever possible from now on. The short older woman and the guy at the register were both extremely rude to us, both while in the store and while ringing up our $1500 purchase. Anything we said was met with hostility. We asked for an extra piece of tissue to wrap around a glass vase and it was the most troublesome and annoying request the man had ever heard. We found a set of coasters we liked while being rung up and set it on the counter to add to the purchase. The guy snapped at us and said do not put it on the counter! Ok sorry for trying to buy more stuff? I tried to approach the woman to ask a question and she saw me and turned around and walked the opposite direction. I tried to follow her and said excuse me several times but she ignored me and kept walking. Later I tried to fill up my water bottle at the drinking fountain but it was "closed for Covid" and the sign said to ask an employee for water. I asked the employee for water and she said she was busy and didn't have any. I mentioned the sign and she eventually brought me a cup of water but she said I had to take it outside like I was a filthy child who was going to spill water all over the store. I would have loved to return everything on the spot based on this treatment but I doubt it would have changed a thing. Those two employees should probably be fired, but places are desperate for employees so it won't happen. Just cut out the hassle and avoid this store. Later we went to Crate & Barrel, CB2, and RH and were given excellent treatment at all three. read more

This is a broken company. Worthless customer service. They charged our credit card 6 months ago for furniture they have yet to deliver. When I call store manage, always same story... Avoid this store and this location.... read more

They said I had to pay for shipping, that's fine but they lost my shipment, or it was damaged. Customer service would not let me cancel the order. Meanwhile they shipped the wrong item. This company uses some shipping company that is really vague. Why? Don't order anything from them people, stay away. read more

I haven't gotten most of my furniture yet, but so far my experience with West Elm in Mill Valley has been great. The best part for me was the help I got from Minoo. She really helped me pick everything out so it would fit right in my space and match. I am not good at decorating and was clueless about what I wanted. No other store did as good of a job giving me the direction I needed to furnish my entire space. My dining chairs are a bit wobbly, but I'm thinking this is fixable. And for $110 each, I still think they're pretty great for the money. I read more

west elm - Furniture Stores Near Me - Mill Valley, California

Geez... believe the rude service reviews. This is not a friendly spot. Guess I'll just go to Emeryville or order on line from now on.

OVER 9 MONTHS OF WAITING..AND STILL NO BED FRAME?! DONT WASTE YOUR TIME OR MONEY WITH THIS BUSINESS! I ordered a bed frame back in May 2023 and it's now December 2023. I received one email back in October telling me the item was ready to be scheduled for delivery. I called the team to schedule the delivery. Everything was set up to go. That morning I cleared my room out ready for the bed to arrive in 30 min. Then I get an email telling me the order had been canceled?!! I called them immediately. They apologized because they experienced a "glitch" in the system. When I asked them if they could tell me where the bed was, they were unable to. They apologized for the inconvenience, but offered no refund or money back..etc. they told me I would hear from a representative within a week. HA! I had to call them back after waiting a month. Upon calling them. They told me there was no record of the glitch or of me calling and having a representative call me back. (Gaslighting much??) The lady kindly told me how sorry she was for this experience and told me she would put my "request" at the top of the queue. She mentioned I would hear a response back in less than 5 days. It's been 3 and a half weeks. I just spoke to someone now, and she told me she still couldn't seem to locate the item. Apologies and gave two shits when I told her disappointed I was. How can a business expect customers to pay $1,000's of dollars for an item, but be treated this way!! To say I'm disappointed is laughable at this stage. The level of unprofessionalism is just down right shocking. I will continue to tell people to look elsewhere. This business does not care, puts little to no effort in letting their customers know what/where their item is. Honestly...f*%!! You west elm! read more

There comes a time in every man's life when he realizes he needs to make his home look pretty. He needs to start thinking about things like throw pillows, candles (scented or unscented), photo frames, wall hangings, and other home accessories. That calling came to me a few years ago. And when it did, a trusted friend of mine took me to this West Elm store. Wow - this place truly catered to my "inner" interior designer. I found so many piece of modern home furnishings and accessories that catered to my sensibilities. And most of it was (surprisingly) reasonably priced. Don't get me wrong, West Elm ain't IKEA, but it ain't Restoration Hardware either. While I don't shop here all the time (I live in an apartment, after all, so I only have so much space to work with), I do like to come in here from time-to-time just to see their latest offerings. I always get inspiration by the way they stage their merchandise. Definitely gets my interior design juices flowing. So long story short, I dig this store. If you're a home owner or if you're heading that inevitable "calling," put this store on your radar. read more

Terrible company. Took a month to get a chair and it was blatantly the wrong chair. They offered me 10% off a replacement chair for my troubles. Thanks guys. Avoid this scam of a company. read more

Wow, I guess I'm one of those rambling Yelp reviews now... This has been the worst shopping experience in recent memory. If you are considering West Elm for your furniture needs be prepared for a parade of headaches. Also, expect to spend hours on the phone with customer support. I think I had to call 10 times. The mangers and staff at this location are friendly, but frankly do not seem to care if you receive your furniture. Google west elm, and you will see nightmares that predate Covid and the supply chain woes. Save your time. The furniture is nice, but save your time. I wish I did. read more

This is my local West Elm and I usually go in 2-3x a year when I need to stock up on a lot of things in one stop. Since the pandemic items have returned to a much better stocking level though large rugs are not available, and gallery frames can be hard to come by of late. Went in 2 weeks ago and received great service and friendly advice regarding some design decisions. I felt assisted but never in an overbearing way. When I was finished, all of my purchases were carried to my car for me which was unexpected and so nice. The women who currently work here have been here awhile and are helpful and a pleasure to interact with. read more

Yep, I had to remove one more star. I made the mistake of going back in person. The staff is not friendly and helpful. It's bizarre to walk into a store thinking you are bugging the staff by wanting to shop and spend money. I'd understand if it were busy but there was only one other customer in the store and 4 employees who were who couldn't be bothered. read more

I bought a dresser and a nightstand 4.5 months ago, it was never delivered to my home. I came to the store asked the manager give me my money back 3 months ago. After returning to the store 4 times..... long story short: After 3 months they have Not returned my money. They keep on giving me run around, I'm fed up I'll file a Lawsuit. This is a crooked business. read more

west elm - Furniture Stores Near Me - Mill Valley, California

Huge problems with couch delivery. Have had to cancel, but have only received a partial refund so far. Similar to what's outlined in this article from 2018. Hasn't improved. https://www.vox.com/platform/amp/the-goods/2018/10/12/17963892/west-elm-customer-service-couch-late-shipping read more

I was very happy with the customer service at this location. I had called in search of some end tables that were on clearance. The woman I spoke with checked their inventory and was able to put them on hold for me. I also spoke with Jimmy to confirm some further details and he was extremely helpful and thorough. My husband also commented on Jimmy's kindness when he had gone in to pick up our tables. We'll definitely continue to shop here! read more

So my one star goes to the company and both locations in the Bay. But since this was the location that finally was able to give me a phone consultation they get the review too. The consultant was nice but I knew more about their inventory then she did. I also sent the floor plan of my new place, colors I wanted and furniture I liked so my design consult was done for her and yet, after two weeks waiting for a response and she told me it would be one week I got no call or email back or a free consult design. Mind you I had planned to spend about $20k to make my home what I desired and they lost a customer and money. PS the Emeryville location is just as bad. Sorry but the work ethic and service here is despicable. I am starting to think they don't want to make $ or work. PaSS and run and go to some smaller local shops where the service is great and people care. read more

I tried ordering light fixtures online but their website wasn't cooperating so I called the Mill Valley store.The person that answered helped me order through him and the products were delivered to my home. They were all awful in person. I drove to the store to return them. It was very windy and I was having trouble carrying everything in and the door was blowing. All the employees pretended not to see me and no one helped me as the items scattered about the floor in the entry. There was only one or two other shoppers in the store and they weren't being helped either. I returned every item at the counter and that was a fiasco as the person "helping" me didn't seem to know what they were doing. In reviewing my credit card online a few days later only one of the items was credited back. I called and spoke with the woman that "helped" me in the store. After much back and forth she assured me all items were credited back. They weren't. I disputed it with my credit card company. West Elm keeps re-disputing and charging my card again. I have no products from West Elm in my home and never will. The company and this store are awful. Shop small mom and pop shops. You will get higher quality merchandise and service from people that actually care and not just steal your money. read more

I went in to buy the Emmet storage bed but just had a few questions. The design person was helping someone else and completely ignored me. I followed close to be helped next but then a couple came in and she started helping them. I interrupted to ask the question and she told me to wait and was really rude. I was shocked to be treated like this after waiting 20 minutes. I tried to get help from an older woman with short straight hair and she was even ruder! These people made me feel so bad. I was excited to get this bed. I will not support this store. read more

Beyond a zero. I placed an order in MAY 2022. Payment was withdrawn in SEPTEMBER 2022... it is now MARCH 2023 and still no dresser. Aaaaand delaying cancellation/refund!! Not only terrible communication within the organization, but their system is completed outdated! Never ever ever again! read more

I've been here one time and purchased a throw. I didn't want to dry clean it so it looks a bit ratty now because I machine washed, but it was beautiful when I bought it. I should've looked at the cleaning instructions before purchasing. A throw should not be dry clean only. I bought a couch online about 6 years ago. The legs on the couch began falling off 2 years ago. Now finally all the legs are off and broken except one and my couch has been propped up with various books from around the house. I got sick of it and called west elm. They customer support person told me to bring a leg in and ask whether I can order the legs from corporate. I called this store to see if they would do that since it's quite a trek to this store from San Francisco. I was told no they don't do that. A couch is only supposed to last a few years. I was thinking back to when I was a kid and my parents lasted 20 years. Woman told me to come in and they'll help me find a new couch. If their expectation is that a couch should last less than 5 years, I'd rather pay more and go to a store that has lasting furniture. read more

I ordered a rug which I then canceled within 48 hours. I was promised on the phone (for an hour) with company that it would be canceled and fully refunded. A week later I get an email saying it's shipped! Had to call AGAIN (for 45 minutes). Horrible horrible customer service. Total nightmare. I will never buy anything from this company again. Attention West Elm. If you don't want to go out of business-do better. read more

I ordered a dining table August 2023, which was supposed to arrive end of August, then beginning of September, then end of November, then middle of January. As we are waiting for the delivery driver to come, and I have hired someone to help me, we get a call that the delivery is cancelled because the marble top cracked. There is no replacement. They transferred me to a call center where I spent another 30 minutes arguing to justify the refund instead of a credit. Then when asked for reimbursement for the help I hired they said too bad. Don't order anything from these folks other than a pillow -- if that. read more

Do not buy from this store. I purchased a light fixture, bathroom mirror, towel bar etc. for a new bathroom remodel. We had to switch finishes so I returned everything to this store on 10/18 at 10:00 am. Everything had arrived at my home a day before and was unopened in original packaging. I walked in and said "Good morning" and the man behind the desk (jboucher) said nothing. I explained that I was returning four things and needed to switch finishes during a remodel - with a smile. He said, "I need your order number." Did not say hello or smile and acted like I was a HUGE pain. I pulled up my order number on my phone, gave it to him and went outside to get the rest of the boxes. He - nor the other female employee - offered to help or anything. I was bringing everything in and he stopped me and said, the mirror (20 x 30) is way too, big, I don't want that on my desk you'll need to drive around to the back delivery door." He sighed and said that the order number was wrong. I gave it to him again and he said, "THAT is just the order number for one thing. I need all the order numbers!" I said, "Oh, I thought once you had my information you could pull up my account and see everything." He said, "NO. I NEED ALL THE ORDER NUMBERS." He was one of the most condescending, unhelpful, and rudest salespersons I've ever encountered. I worked in retail for over ten years, it's not easy but this behavior is just unacceptable. If you are that grumpy at 10 a.m., when the door opens, you need to get a new job! I planned to simply buy a new light fixture, mirror, towel bar etc in the other finish but was so offended I just left. I drove 1 mile to Crate and Barrel, found everything I wanted (better quality), and was helped by a lovely gentleman who made everything super easy! I will never shop West Elm again. read more

Find nicer employee. Very rude employee today, did not catch her name brown hair, had on a blue and black checkered shirt. Basically yelled at me for touching the throw pillows on the bed- my boyfriend and I were trying to see what size they were...so I told her this and she barked the sizes at me like I was an idiot and I'm supposed to know this information .. before I could even walk away she stands directly next to me and starts refluffing the pillow and sighing as if I made some huge mess. SORRY THIS IS A STORE WHERE PEOPLE TOUCH PILLOWS. read more

Store is in good location easy access. Store layout is good . The store staff is very bad. They should benefit from some product and customer service training. I was looking for dresser and buffet, the store staff was so useless tgat I ended up finding what I was looking for at home browing online.. she didn't tey to understand whatvI was looking for and didn't give any advices.. she just letvme walk out .. i spent my 3k online.. read more

When I called about replacing two legs on my Hamilton sofa, which was purchased in 2021, I unfortunately encountered a sales person named Jeremy. He left a VM, giving me the parts number and advised me to order online. I called him back to inquire about their 5 year warranty. He became very irate and alleged that there is only a 3 yr. Warranty. West Elm website says a 5 year warranty. He proceeded to yell at me on the phone and said he could not find any purchase order for us. I tried to explain that we had a number of purchases with that order. He continued to shout at me and talk over me. Yikes, terrible customer service. read more

awful awful awful awful experience over a year with west elm. just the worst. originally ordered a dalton sectional that was horrendously uncomfortable, like it makes you not want to sit down, that bad. they gave me a refund and i bought a harris piece, again open box, but it has been postponed for delivery 3 times, it's open box, like ready to go, how is it taking this long, well, i'll tell you how, seems as tho someone canceled my order on their end and they were never gonna tell me, unbelievable, so when i was talking to the lady we agreed it's best for a refund and all parties go our separate ways, that is somewhat satisfying, but when i got the refund it was on a e merchandise card which leaves me back at the mercy of buying from them, so who's to say i'm not gonna buy something again and have to wait only to have it canceled from someone on their end again. talked to a lady and she tried to convince me not to buy "open box" but that is all i can afford, but just because you buy open box doesn't mean you should be treated as a 2nd class citizen buyer, that is unacceptable and just truly unfair. i am not gonna use the remaining 850.00 dollars on my e merchandise card, instead i will keep it and make it my goal to write how awful this company is from now until eternity, you could thank the 2nd customer service agent i talked to for that, the first one, barbara was really cool and definitely understanding, the last lady i talked to didn't really seem to care and was looking for a reason to disconnect the call, again customers that buy open box items ........................ are. still. customers, you should treat them as such. do not buy from west elm, do not buy from west elm. read more

west elm - Furniture Stores Near Me - Mill Valley, California

Ordered an outdoor furniture set on July 5th for delivery within 1 month as stated by west elm, to find out 2.5 months later the furniture will not be delivered as they are out of stock. No notification, no concession, no way I'll order from them again. Had a similar issue with a couch we bought from west elm a few years ago. read more

I feel like I was baited and switched... I lost my home in last year's wildfires, and am now in the phase of repurchasing an entire home's worth of belongings for my replacement house. While shopping, I learned of generous discounts that Crate & Barrel, Pottery Barn & Williams Sonoma offer their customers who are wildfire victims. West Elm furniture is more my taste, so I went in person to the store to inquire about the fire victim discount, since it's the same company as PB & WS. I was told by the manager, Jimmy, that West Elm did indeed offer the discount, and that I would need to pay full price and then would be credited the discount in store credit. I then proceeded to place something close to $10K worth of orders under the impression I would be credited back the difference. Jimmy took all my paper receipts, put them aside, and told me he would process the discount for me. It took about 10x longer to process this in person than it would have online. I spent over an hour in the shop with Minoo and Jimmy and spoke extensively with both of them about this. Called in the other day to add some more items to my order, and was helped by a lovely associate (Jacki). I also inquired about when I would receive my store credit. Then I heard back from the store's general manager, Jenny. In what I would describe as a rather unfriendly and uncaring conversation, she said "We don't offer that discount, and Jimmy has no recollection of this." This was literally three weeks after I had spent over an hour speaking with him & Minoo about it. I can understand that corporate can just say 'no discounts' and the stores have to honor it. I *can't* understand why I was specifically told that I would be getting a discount when I spent close to $10K at the store, and then never contacted whatsoever when it turned out that was not the case. It feels like there was zero compassion or effort on Jenny or Jimmy's part to try to fix it or make it right. If anything, I felt like Jenny was strangely and subtly accusatory toward me, pointing out that I had made a number of orders (because of the wide range of delivery dates) with a tone like I'd done something wrong, and questioning who my partner was (since he was listed on the billing address). When I gave her the Pottery Barn order number where the discount had been applied, she replied sharply, "That's a 20% off any merchandise discount, not a fire victim discount." Umm... I literally watched the salesperson at Pottery Barn type it in and call it 'the FEMA code.' I literally didn't know what else to say. When your house burns down and you have to repurchase everything you own, it's already traumatic enough. I only inquired about a discount because it's something that is being offered to people in my situation across the parent company. It's the kind of thing that has been treated with a lot of understanding and compassion when I've shopped at other similar stores. Most importantly, I am extremely disappointed by the complete lack of follow up with what I had VERY explicitly been promised at the time of sale. This was one of the largest purchase orders of my life, I didn't make it lightly, and to not receive the discount I had counted on when purchasing feels very confusing and upsetting. I may shop from West Elm in the future, but I'm certainly not going to do it via this store if I can help it. read more