I went to the Mill Valley store to find a couple of things for a home office - desk and chair. The salesperson who helped me was very nice and as helpful as she could be, but she didn't have answers to all questions so she consulted with a manager. The manager was condescending and provided incorrect information about costs. Long story short, I ended up hesitantly buying a chair that I was going to have to rent a car to pick up because she made it sound like home delivery would be over $200. "There's no free ride in furniture," was her exact quote. When I went home and checked the website, I found that the shipping charge was going to be under $50, less than renting a car. I ordered it online and had the chair delivered at the end of the week. After calling to get a refund from the store purchase, I was assured it would be processed right away. My refund from the store required multiple calls. I still haven't gotten it. I'm never going back to this store. I've bought three pieces of furniture from West Elm's website since that last visit and got great deals with low shipping charges. That's the way to go. read more

After customer service did not call me back I went to the store and spoke with Jimmy one of the managers he said he would look into my issue and get back with me by the next day. He called me the next day and gave me an update and offered several solutions, my original chairs were gone so I ended up at the back of the line but he treated me fairly. The online customer service is garbage but the West Elm in Sausalito did resolve the issue. Before talking to him I sat in the chairs just to decide how much energy I wanted to put into ordering them again and Jimmy helped get rid of the negative energy generated by the online customer service. Though I do want to say Cheryl, The customer service woman I spoke with was very proactive and professional. She noticed that something was off with my order and referred it to her manager and the manager did nothing. read more

So frustrated, picked out an 8x10 rug-- they shipped me the wrong one and I have to still pay for shipping!? On top of that, I had to have a friend come over and help me load it in my small car because they have wouldn't have UPS come back and get it! read more

This is the first time I have ever reviewed a company but I this is the second time I have had a bad experience. First experience was with their terrible return policy that no one warns you about before you purchase $500 of bedding that they would not return produce credit and the second was their terrible customer service. They practically beg you to order through their store so they get the credit and then when there is an issue no one will help you. I honesty expect way more from a company like West Elm. read more

I love West Elm products and location of this store, however poor customer service. I went shopping here with my husband this past weekend, initially we were greeted and told to look 'over there' at rugs. After that, we were clearly interested in one rug, asked someone for help, the sales lady was quick to dismiss us as 'oh we don't have it', didn't offer to check other stores or order online or anything. Instead she answered us and went back to chatting with her co-workers. Several times, we were just overlooked. The Emeryville location has better customer service, this store does not deserve my money. read more

I find this store ridiculously snobby for the step above IKEA items they are selling. I think West Elm has a great aesthetic, but the staff here are hilarious. Went in on a weekday. 4 people on the floor plumping pillows, looking around vaguely avoiding eye contact. Found a few decorative accessories, went to counter. 3 people behind counter looking "busy" studiously avoiding eye contact except for one person helping the only other customer in line who was completing a complicated order. Nobody offered assistance. I've worked with Emeryville store for furniture and had great service. Must hire out of work designers here. Anyway, left without purchasing. Maybe hire some people who know how to work retail? read more

Thought I would give West Elm customer service another chance. Poorest of poor customer service. 4 different answers to the same problem/issue. Nice, stylish products but not sure it is worth the bother. Jury is still out. read more

I have not actually successfully kept any of the rugs that I've ordered, but Jimmy has been so nice to work with that I hope I find one that works. The employees at the Emeryville store were so unfriendly that I only deal with Jimmy by phone now. Keep up the good work! read more

Delivery - ugh, if I could give them 0 or even a negative rating - I would!!! Here's the thing, I actually like West Elm products - but their delivery service was the worst I have ever experienced. Every aspect - from the call (it took 5 calls just to get someone to pick up the line) 3 busy signals - 1 time I waited for 15 minutes on hold only to have it then disconnect me! Finally after *another* 15 min on hold I actually get a live person. Then - the guys didn't deliver on time (8:30 - 10:30am) and no one bothered to call to say they'd rescheduled my time from 2-3:30 - which wasn't agreed to as I wasn't free at that time! Then when I get there (they did wait for me to arrive) the delivery guys actually ask me to help carry up 1 of my items up the hill, Really??!!!! And they also left some of the packaging trash in my driveway. read more

Design service is a joke, they come to your house and sell you furniture then you never hear from them again. There is literally no 'design' involved... When we placed an order with the designer we worked with he input our info wrong and furniture was sent to the wrong address. The quality of furniture at West elm is dodgy. Some pieces are decent quality, some are total overpriced junk. Customer service is horrific. Save yourself the headache and disappointment and go somewhere else. read more

This review is for West Elm in general - their customer service and delivery service - not 'just' this location. I can't even begin explaining how frustrated I am with West Elm and their delivery company for so many reasons. Please do yourself a favor and stay away. There are so many better options out there. Don't waste your time, money, and energy - especially if you don't want to be treated badly for giving them your money. Issues: - $200 for white glove shipping and delivery is a joke - a big lie. They need to add a definition of that term to their website because you'd basically be paying them $200 for the delivery of stress, frustration, and rudeness - MXD, the delivery company contracted by West Elm, didn't keep their word on the delivery time. Had to keep rescheduling. They showed up twice at the wrong time. 40+ call made to them by me (not counting the calls made to my tower management to reserve the elevator), two weeks of frustration and hell dealing with them, countless promises, and they 'still' didn't keep their word. I live in a high rise, and can only schedule the freight elevator for one, two hour window per day. Apparently, they understood that I only had the elevator for a certain time, added notes to my order accordingly, but still chose to ignore it when it came to scheduling the delivery. - The flimsy plastic wrapped around my light gray sofa was torn/jabbed at several places and there was a stain at the back. When I told west elm about it, they made me feel like I was lying :( - Lots of miscommunication and going back on their word. - Lies, lies, and more lies. They tell you everything is handled and taken care of, until it isn't and you realize that you're back at square one and nothing has been fixed - Rude people all around, including the West Elm customer service. Most of the people I talked to were hostile. They didn't seem to understand the concept of listening to the customer and working with them. I would get straight out "No's", only later to have them agree. Then why say No in the first place? Why not hear out the customer and work with them, and save everyone the time and effort? - Multiple times during this experience, I felt like I got my sofa for free and they were doing me some sort of favor - they talked with ultimatums. Whatever happened to customer service people? Making the customer feel heard? This experience caused me much stress, and so much waste of time. And at the end of the day, the supervisor at West Elm, Graciela Ripol, made it worse. I called them to tell them about my experience with the delivery company and after being offered a certain compensation by her report, the manager retracted it. She said that she can only give out merchandise credit, but refund cash if I took half that amount?! When I asked her why, what's the reason, she said there is no reason - that's what she is choosing to do and that I should take it or leave it! Her report, Abby, said nothing about the merchandise credit - it was not explicitly said at the time! If G can authorize half of the "said" compensation amount, she can most certainly authorize the full amount. She literally lost a customer for life over a $100 - for an already awful experience that I had. She just didn't care how badly the customer had been treated thus far, and continued to do so. No empathy, only aggression - multiple, high pitched interruptions - "Mam, Mam, Mam". I felt like I was being yelled at. The supervisor did not honor her reports own words, even after her report admitted that in front of both of us (she was on the second line). Graciela then went on to say that I should go buy some pillows and throws from west elm and put it on my couch and be happy about it - as if I'm a little kid. She didn't once address how they are going to fix the delivery issue in the future for other customers and when I asked her about it, she said it was "implied" that it will be taken care of. No, it's not implied - it's kind of her job to assure me that they understand how horrible my experience has been and they are going to take measures to fix it! I have spent thousands of dollars at West Elm and more recently in the shape of a couch. Never again, I tell you! And I'm going to warn everyone I come across to steer clear of them. And honestly, if I hadn't had the experience with Graciela, I would not have felt "this" strongly. She truly made me feel horrible and that's opposite of what her job is. Abby, Graciela's report, did a much better job than her - she was empathetic and kind. Graciela should probably learn from her - instead of being aggressive, and using a rude tone, aggravating the customer, learn to be kind and talk to people with respect. It all boils down to that - I didn't feel respected and heard by her. Graciela gave me ultimatums and made me feel like I was at some sort of fault. This experience damped my excitement for the new sofa :/ All this makes me want to send it back read more

This review is for the in-store team, we've gotten a ton of furniture and items at this store. They are always super helpful and nice and always have honored coupons and discounts. As some of the reviews note, I had bad experiences in the past with the furniture delivery (it takes way too long, even though the promise was 2-3 weeks). However I recently bought a recliner from them (which BTW I'm in love with!) And the delivery happened in the promised time frame. Kuddos to them! read more

Service at this store is a joke. I decided to order a bench in-store instead of online because I was told that I could save on the outrageous shipping cost (as much $ as the item). Young man who sold me the bench way overshared his personal life issues. Then when he totaled the price it included the same shipping cost. After I questioned this he remembered that shipping to the store from their warehouse was considerably cheaper but it was like he was doing me a big favor! And besides, what store charges for shipping an item from within their system? When I came in a few days later to pick up paperwork on said bench the lovely young woman (with accent) at the register wouldn't even look at me yet had no problem engaging in a lengthy personal conversation with another employee while I waited. Back to the bench, which I was told would arrive a week ago is lost in their warehouse. Calling the company's main shipping department only confirmed that this store is notorious for having issues like this. If my bench ever arrives I'll pick it up and take my future business elsewhere. read more

Do not purchase furniture from West Elm. Complete fraud and if I could give zero stars I would. I ordered a set of patio furniture ($4,300 total) on 5/12 and my order showed and estimated delivery 5/29-6/12. My credit card was charged $2041. Then on 5/19 I received an email stating that they were "sorry to report there has been a delay in the shipment" and new estimated delivery 6/12-6/26. I have called customer service now 4 times and each time a rep can't give me a straight answer as to when (or even if)I will receive receive the furniture! One rep even told me the items were "permanently out of stock". To make matters even worse, when I go on the website and put the items in my cart to purchase them it says "IN STOCK AND READY TO SHIP IN 1-3 WEEKS"!!! So this is complete fraud and misadvertising!!! What a joke. When I challenged the last customer service rep I spoke to last week to go on the website and explain to me why the items say "in stock and ready to ship" she had no explanation and said she would check and call me back. Still no answer. 2 months of waiting for in stock items . Do NOT buy furniture from this store. read more

00000 STARS!!! What a racist and a horrible customer service rep, named Kathy???? She dressed like a gothic gypsy. Me and her both passing by each other and I don't know why, she looked at me giving me a bitchy mean look. I don't even do anything. I was only a normal 36 weeks pregnant woman walking by. So rude. Then the cashier was asking her if she can help me to cancel/replace my order... she replied straight away: oh I'm on the phone with other customer (turning her backside) and kept petting with someone's big dog. So, cashier asked if Bill? (Gay guy) can help me instead. He did. The people here are pretentious. The cashier is ok, so is the tall long haired brunette, she's sweet and she's the prettiest one. She greeted me right away when she saw me with a nice smile and asked me if I need help right away. I don't know what's wrong with that scary gypsy lady. Menopausal? She seems young though lol! Then while Bill was helping me, I sat down myself next to his station AFTER STANDING next to him for about 10-15 mins. He doesn't even ask me to sit down or offered me any. It's a high chair, not even comfy for a pregnant lady. Then Kathy gypsy came with a client. I stood up right away! Kathy didn't even say: Oh it's fine you can sit there. OR say something like: I'll grab another chair for her customer. I stood up and her customer sat on the high chair. Then, Bill started to offer me his chair after he placed my order. So shady and pretentious, actually BOTH of them. Bill attitude changed to super nice after placing my order. Probably he saw me, I was typing this Yelp review LOL!!!!!! He was kinda mean lazy in the beginning when I came in to the store. Then suddenly his personality became super nice, he told me that they do get some incentives for customers placing order in store. Ohhhhh THAT'S WHY!!! He told me to just order here. I'm 36 and I may look young like 25, thanks to my Asian genes. But treat people equally, not because he or she not WHITE and wearing sneakers. Doesn't mean you work in the Marin shitty county and you only treat whites nicely! West Elm has the worst cust ever both in stores and telephones! My last purchase ever! West Elm never have their furnitures in stock, take forever, just keep on waiting and waiting. At the end I feel like canceling my order again! I'll just stick to CB2 for now one, 3 days my furniture already arrives, hallelujah read more

The WSGC trade conglomerate (West Elm, William Sonoma and Pottery Barn) is a joke. I can not believe after a month of botched deliveries with their hub that customer care had not stepped in once to fulfill the order. Not only has my client been without a sofa in a finished room, we had to finally cancel the order, at our clients request, fed up with this company, who had no regard for the customer. Now after the order is officially cancelled, they decide to deliver it, no call to me to arrange a delivery, and to top it off they deliver to an address which is not the home of my client. I have dealt with weeks of coordination with their hub, over 10 hours of non billable time, and then I have to call customer care to ask them what the heck is going on. You think at this point someone would be calling me apologizing profusely and trying to rectify the problem on their time. Of course not. I had to call and I now I am responsible for arranging a pickup from their botched delivery. To make it worse West Elm canceled my cancelation of the order, since of course it looked fulfilled from their end. They had no idea, again, what was going on, even though I called daily, both to their delivery hub and their customer care, to let them know. In the 10+ years I have been designing, I have never had to deal with such a company. They have been unprofessional, disorganized, no communication, impossible to get a invoice showing cancellations, and overall a complete disregard for the customer. It is clear that they don't care what happens after they have your money! I will not be patronizing this company and will be letting all my colleagues know that this is not a company they want to professionally be working with. read more