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

There's a silver-haired queen bee type who works at this store that gave me the Pretty Woman treatment today. She let a woman cut in line, which... fine, maybe she was helping her earlier, but it was still irksome that she didn't apologize or explain why she'd taken another customer out of turn. Then another cashier shows up, but is clearly not ready to take a customer yet. So I'm just being patient waiting for her to call me up to the counter. Except queen bee pauses whatever she's doing to give me the stink eye. "She can take you," motioning to the associate whose back is to us while she's still prepping. The associate doesn't seem ready and I'm not in a particular rush. I ask, "Is she ready?" "Yes. Are YOU ready?" The words weep sullenly from the silver governess's mouth. The air becomes cold and thick with her condescension. It ruined the next 30 seconds of my day, but I totally forgot about it until West Elm emailed us a survey about our shopping experience... which naturally prompted me to memorialize it on Yelp. 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

Cannot understand why this place has two stars, it is by far a 10 star location!! Go see Jimmy one of the managers for any of your needs he will get you what you need with the best customer service you could ever imagine... Linda-A very happy customer:) read more

Don't bother to order items from this store. They first told us it would take 7-10 days for our item to arrive. I called in 9 days later and they said it will take 2 weeks. Now today they tell me it will be here in 3 weeks? Horrible customer service as well. Had to pull teeth to have them accept my coupon that was current. I am very disappointed in this store and doubt I will purchase anything from them in the future. I may cancel the item I am waiting for if it doesn't arrive by next week. read more

Amazing service from Winston! I was in a fix needing a number of products to fulfil a business promise at last minute. Winston spent an hour with me hunting down products from 8 different stores and getting them all shipped to me. Thanks mate! read more

Called the store today to inquire about a rug I bought in early November 2020. I was told at the time that I would not receive it until late December so I have been patient. Now that we are heading into mid Jan, I contacted UPS with my tracking number that indicated that the rug had been stuck in Texas since November 15. UPS recommended I contact the seller. When I called West Elm, she could not get off the phone soon enough. She took my number and said the shipping manager would contact me. She did not apologize or offer any support. Mind you, they have had my money all this time while I have had no product but I let it go until now. If I dont hear from the shipping manager by the end of business today, I will go in personally first thing tomorrow. I dont know why they are in retail. They certainly dont seem to care about their customers. read more

I feel like their sales approach is sort of "bait and switch" in terms of pricing. Here is the situation: I was in the store and saw a small table I wanted to purchase. It was not in stock and so they told us to purchase it online. When I was at home and trying to purchase it online, it added a $53 shipping fee. I am happy to pick the table up at the store, but the website did not offer that as an option. I called the store to ask if they could transfer the item in. They said yes, and there will be a shipping fee. Interesting... The price tag said the cost was $x. But the only way I can purchase this item will cost $x plus $53. Why isn't THAT the price shown on the tag? This is not a good way to gain customers. read more

Always friendly staff and the store looks beautiful! It's nice to see products in person versus online, as it sometimes can look pretty different. Swatches are available to take home which is great! read more

This is a review about West Elm as a company - not this particular store. The employees at this store have actually been pleasant, and I have spent A LOT of money with West Elm (both at this store and online) over the past 2 -1/2 years. However, I will NEVER, EVER purchase another item from West Elm again. It's an incredibly long story, that started with a loveseat that we purchased that was "custom order" only because of the upholstery that we ordered it in. Once loveseat arrived it looked great - but it was defective as something underneath the cushions where you actually sit is broken - which makes a terrible noise and you also sit way lower like it has bottomed out in some way. I finally got through to customer service to report the problem, and they agreed to have a replacement made. I waited and waited for the replacement to be made (about 4 months), and after the replacement had been "backordered" a couple of times, one day I received a notification that the loveseat had been "discontinued". This is odd since it was NOT discontinued when I ordered the replacement. At first I thought they did the right thing and gave me a credit to apply towards ordering another couch to replace the defective couch that is still in my living room. So, I ordered a similar (but more expensive) West Elm loveseat to replace the replacment, and am again waiting and waiting as the couch is constantly "backordered". I am now waiting longer for a couch that I have been told they have not even started making because they can't get the materials for it. So, I asked to cancel the order: to which I was told "you can't cancel a custom-order". Why can't I cancel an order that I made 3 months ago, that West Elm has apparently not even STARTED to build yet???? I was continually told "I'm sorry, we can't cancel your order", which really means: "we WON'T cancel your order". This is ridiculous and backwards customer service. I can understand not being able to cancel a couch that has already been made, but they aren't even able to start making the couch after 3 months. I'm still not convinced this order will ever even happen. I'd love to just order another couch from another company instead at this point, but I don't dare do that until I am SURE that West Elm is going to "discontinue" my order. So now I"m basically being held hostage by a company that is completely incapable of fulfilling an order, or being honest with its customers. And on top of all that, I have to continue to sit on a broken couch in my living room because their furniture is horribly quality. AVOID WEST ELM AT ALL COSTS read more

Just avoid this store unless you want to experience the worst customer service. I went in hoping to buy a new couch but I waited for over 20 min while being told that someone would be right with me. I then watched employees discuss their upcoming move, hotel stays and watched another stand behind the counter texting on his phone. After standing there ignored I ended up just walking out and buying a couch from a company that actually helps customers. read more

We orders two rugs and a day bed, after making sure the items are in stock so they ship it soon ,they told us 3 weeks maximum ,and it will arrive before thanksgiving,now dec 10 and no products yet ,after cheking on the staus they said by the end of Dec,. it feel like their sales approach is sort of BAIT AND SWITCH,in term of delivery sitiuation, NOT a store that you can trust what they promise, my neighbors also have simillar experiance with that store, We dont recomend purchasing from that sore ,incompetent staff or store policy read more

Ordered from Strawberry Village Store. On arrival boxes damaged and opened; one stool with scratches. WElm eventually offered to either refund delivery charge or give small discount for damaged stool, but not both. I'll do business elsewhere. read more

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

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They advertise free at home design service which sounds great. I signed up on line and made an appointment which I got for the following day. I stayed home to meet my west elm "designer" but they never showed up. When I called to ask what happened they said they were fully booked but could make an appointment for the following week. I asked what happened to my appointment and they said "oh that's an automated system". So I never really had an appointment. The company is totally worthless. If this is their idea of customer service they make a very poor first impression. There are many more options for furniture and design in the Bay Area. read more

DO NOT ORDER WEST ELM COUCHES! - Told 6 to 8 weeks for delivery- Took 7 Months and still got it wrong! -continually pushed delivery out a couple weeks at a time so you always think it's just around the corner. - 200+ emails and phone calls and was stonewalled every time. They try and tell you there is no one they can call or put you in contact with who knows what's happening and that they will ha e to get back to you which is insane. -We received part of the couch without the corner 4 months in, the missing piece can't be far behind! - another month goes by, we are told the corner arrived at the warehouse and we would have it in a few days, hooray, the saga is almost over. - Just kidding! I follow up 3 days later and we find out they never even made the corner! -They then refused to expedite making the corner! 6-8 more weeks! -We finally received the corner in early February ( 7 months!) Backs are different heights and the corner fill is somehow different than the rest of the couch, cool!!! I tell them I don't want to pay for it, I am ignored and they charge me and refuse to respond. Couldn't have had a worse experience. Zero stars!!!!!! read more

Not customer service oriented. This is not my first problem with this company. I am ready to order a large sectional sofa today at the Mill Valley site. I have done my research, measured, finalized and was just fine tuning the fabric. Was planning on putting in order today/tomorrow AM at the Mill Valley store before I leave town tomorrow. I just needed one last swatch to confirm. Need to see fabric in the home in both morning and evening light. West Elm was out of the swatch that I needed but did have a larger sample of the fabric on site. I offered to leave a huge $100 deposit in order to take home the sample today at 2:30PM and have back by opening at 10AM tomorrow. I was refused that option! Seriously??? you can't let me borrow the fabric when I am looking at spending $4000-5000 ? Literally, I was ordering today or tomorrow!! It was a sure thing. If that fabric didn't work out I was going with my other choice. They said that I could order the swatch which would take 5-10 business days. The sale would be over. The other option was to take home the fabric today and drive it back in 2 hours. THEN...drive all the way back in to the store tomorrow in the morning to take the sample home again and return in 2hours in order to see in morning light! WHAT?? I will be going with another sectional sofa choice at Ruby Living in Mill Valley instead. I am DONE with West Elm. The quality was is subpar anyway, but hard to resist the cheap pricing. The management there is truly misguided and misses the point, they just lost a sale. DONE! read more

Came in to buy a couch and dining table/chairs. Was helped by Minoo who was pushy and seemed annoyed. As soon as a customer she knew came in she ignored me and walked away to help her. There were a lot of excuses in her pitches and although I found a couch I liked I decided to not purchase just based on the service. There was a really nice gentleman there who I wish I would've worked with from the beginning. Will be taking my business elsewhere. read more

Horrible customer service. Lady on the phone spoke with an extremely condescending and rude tone. I will not be making any purchases from West elm and will direct my friends and family to do the same because of this experience. read more

Avoid this store!!!! I've been in this location maybe eight times, and was only greeted this time for the first time ever. Today I intended to buy some things that I looked at online that were on sale online and apparently full price in the store. The associate that was talking to me grabbed a manager who agreed to match the price, but then another manager came over and said they would not be able to honor it and could not help me and was becoming a bit argumentative. That's it, no flexibility, no concern. I said so you prefer I order online? He said they cannot control promotions in the store. I left without the items I came in for, and I am 100% positive no one cared either way. read more

Nice furniture, good prices, and I love this location. My salesperson Ryan was very helpful and I picked out my office furniture within 30 minutes. It's being delivered within 5 days! read more

As I prepared to head into the store to check out a specific sofa, I thought I'd call first to make sure they had it. I asked if they had it on the floor, the response was "we have a sectional" and when I said "great, thanks so much" she just hung up. Um, okay? I can hardly wait to come in! Guess I'll be placing my order online. The service once I arrived was a little bit better - a woman finally approached me after I had rearranged all the cushions on a couch, sat in every possible configuration, and started "kicking the tires" after hanging around the design center waiting for the woman there to get off the phone, to no avail. Think of it as a lightly staffed showroom more than an enjoyable full service shopping experience and you won't be disappointed. read more

Terrible company. A table and console were ordered more than a month ago. I called to cancel but they said they were in transit so I'd have to refuse the delivery. Still no delivery and no refund. read more

I had the worst experience here from literally the minute my husband and I walked into the store. I had found a mirror online that I wanted to buy in store (this location said it was available in store and I called to confirm). We drove 40 min (toll, two small children) because it was on sale and available in store. When we arrived my husband asked for assistance and the sales associate said she wasn't sure she could help when he asked (without my husband saying what he needed), she eventually found the mirror and told him it wasn't in stock but we could buy it online at the store. My husband asked if we could buy the floor model and she confirmed with her manager that we could not. He then went up to the counter to look at the item in the catalog so I met him there. We decided to go ahead with the purchase at that time. My husband stepped away to take care of our kids and I waited to be helped..the associate that was helping us left and never came back to finish the transaction. I was never helped (other associates continued to ring customers up) so I left the counter and got in line. I was eventually helped by another associate for the small items I was purchasing in store but she couldn't help me with the online order so I was referred to her coworker. When I asked about the shipping she said it was bc of the weight and I didn't think to have it shipped to the store and she didn't offer. I finished the transaction and went to the car. I was thinking it really didn't make sense to pay another 30 for shipping when I drove all the way to the store so I asked my husband to go back inside and check. He said the sales associate said they couldn't do that so I called the Emeryville store while in the car and they said no problem and that they would order it to the store (with no shipping costs). I went back into the Mill Valley store 5 min later to cancel and the sales associate asks me why I want to return the item (I explain and he says they can ship to the store after he told my husband he couldn't). I said too late and I wanted to cancel. He tries but isn't successful. Eventually he tries to call for help and his manager comes over and says that she can't do it now but she can fix it by the end of the day (she had an attitude and was rude about it). I got a call the next day not the same day as promised and nothing was fixed. I would now have to wait for it to be delivered then return it. I called customer service who made a note but did nothing and promised a manager would call..which never happened. To make matters worse I looked at my order confirmation from Emeryville and they charged me shipping to ship to the store and the item is back ordered for 2.5 months. Absolutely the worst customer service experience I have ever had. I will never go back. This is just a mirror and I realize that's not a big deal but it was how every step was handled so poorly that makes me write this review. I have never formally complained about a person or company but I wouldn't want anyone else to have the same experience. read more

My review is more towards the service at West Elm. Although everyone was kind, I wasn't impressed with the service that I received at this furniture store, compared to all others. When a piece of furniture or lighting is out of stock, or back ordered, most stores I've ever dealt with would look into it for me, the customer, and call the stores that have the product available and ship it. I was handed a 4 page printed inventory list of the product from every store in America and was told to call myself. This is not my job. I come to YOU to help me, not to be turned away and to do the work myself. Also, when I wanted to order something from the store, they would not bypass the shipping charges. However, when you look online there is FREE SHIPPING (!!!) with a certain promo code. It was quite baffling that the store wouldn't honor their website offers. People should just order online instead of order in the store with their associates. From now on, I'm going to go into West Elm to enjoy browsing, but will ALWAYS order online because it makes no sense to receive service and help from people who don't want to help you. read more

The store is great and their pre-sale service is great. However once you have placed the order and they have your money be prepared to get no attention. Stuff was supposed the be delivered End of July early August it's Sep 18th - several phone calls and sales rep calls later - no indication of when my stuff is arriving. Called today to cancel half the order ( the rest is not returnable) and the sales rep sounds like she is doing me a favor by talking to me. Never buying from this place again! Stay away unless you are buying things that you can leave with. read more

Just like everyone else, my experience with customer service was non existent. After spending 45 minutes pulling down bedding and inspecting white curtains with not one person acknowledging me, I went to my car and spent $1k online. Unless you're dressed to the nines or have an employee name tag, they won't give you a second look. read more

West Elm has nicely designed furniture and home products at a reasonable price but their delivery and customer service is a disaster. I have been waiting for several pieces of furniture for over 6 weeks, well beyond the indicated delivery time. The bed frame that arrived today was missing side rails and now needs to be re ordered and expected in another month. Customer service calls last at least an hour with much hold time and no answers. No one knows where anything is or when it's expected anywhere and there is zero accountability for anything. In contract, All Modern and Build.com have delivered everything in time(sometimes earlier!), and everything has arrived in great shape without any trouble. I will never order from West Elm or their affiliates Willians Sonoma or Pottery Barn again. Such a disaster! read more

Racist, the store worker greeted a lady who came in and she was white but when my friend and I walked in the store worker did not greet us.

This honestly is the worst customer service I have ever received. I purchased a big sleeper sectional about a year ago with them, to where I was scammed into applying a credit card. The sofa is falling apart and pilling like crazy, and the cushions above the mattress have worn out so much that when you sit down, you can touch the base of the pull-out bed. I made the mistake of purchasing a Leesa mattress with them just a month ago. I never received any delivery notifications (UPS still says it isn't delivered) and got home from work one day to a massive box outside my door that I physically could not move on my own. I called customer service to initiate a return as I got a much better deal elsewhere, to where I was transferred multiple times through departments, accidentally hung up on (twice), to them saying that I had to deal with Leesa directly after holding for 20 minutes. I called Leesa to where you can't even speak to a real person, and have to leave a voicemail in order for them to get back to you. Like, what??? RH has a MUCH better customer service team and actually knows what they are talking about. I will not be making the mistake of ordering through West Elm again as they are a complete and total nightmare. read more

Clea helped us to decide on and order a chair on sale. When we received it, there was a defect in the fabric. Clea immediately ordered a new one for us and handled all the transactions so professionally. She made sure we were completely satisfied. She is truly a great marketer of the products and image of the West Elm company. read more

After having a horrible experience with the website as well as customer service on the telephone, I was directed to this store. Thank goodness......I received excellent customer service from both Jimmy and Jackie. They were able to find exactly what I needed and the transactions took only a few minutes. I would go out of my way to shop at this store rather than online or another West Elm location. read more

Initially I had a bad purchase (not staff) experience here, but I deleted the review because Jimmy took care of everything and made it all right. He took care of business efficiently, quickly and came up with a solution that worked for both of us. Thank you, Jimmy. I will recommend West Elm, mostly because of YOUR generosity and great service. read more

Three people where working the floor and were too busy organizing pillows to help. We ordered a table and two chairs three months ago. We finally got the table but no chairs. We called customer service they think the order is lost. We where promised a small credit...no credit yet. We called the store and was told it's on its way. That was a month ago. Called customer service today and was told to reorder. No one knows what's going on but they changed our credit card. We will never order again. read more

It has taken me a long time to write this in part due to a family loss and pure shame the company representative has put upon me. I bought 5 pillows with inserts (50 plus dollars each) an 85 dollar blanket and a rainbow snow globe. When I paid the $700 in cash they made a large stink about returns and that they would not be able to credit me back in cash should it not work out. I understood their terms. WHAT I DIDNT UNDERSTAND WAS THE PRESSURE SALESMEN BILL GAVE ME WHEN I SAID THW PILLOWS WERE WRONG. I TOLD HIM I WANTED TO RETURN THEM AND INSTEAD SPEND A COUPLE HUNDRED ON THE ANOW GLOBES AND COASTERS. IT WASNT UNTIL MY ACCOUNTABT LOOKED AT THE RETURN REXEIPT AND PURCHASE RECEIPT AND ASKED WHY I would keep just the pillow stuffing. At that time I realized, that the salesperson was desperate to make a sale AND WILLING TO TAKE ADVANTAGE OF THE DISABLED. WEST ELM SHOULD BE ASHAMED OF ITS SELF. TAKING ADVANTAGE OF THE DISABLED AND TRICKING ME IN MY TIME OF MOURNING ASSUMING I WOULDN'T NOTICE THE nearly $50 discrepancy. I would love to see West Elm make this right as I had planned on making numerous purchases their with the help of an interior designer and now I am too ashamed to go in the store after getting ripped off. If you do business with them watch out - they will and have taken advantage of customers like me, disabled and mourning. read more

Just plain incompetent. I've been in the store and they seem to enjoy talking with each other much more than helping customers. This time, I saw a product online and called the store about ordering it by phone and picking it up rather than paying the "whiteglove" fee. They had one in the store! I placed the order and was told I'd receive an email and a phone call confirming it was in the store. I received no email and no phone call. Next day, I called to check on what happened. Long holds, three different people. No one can locate the order, explanations of how it might have been done this way or that way (it's your store!! I do not not know how the order was processed - find it!). Though finally located it doesn't soothe the unnecessary effort it too to do basic - business. read more

Always love to shout out really great customer service and my wife and I got it in spades over the course of the last week at the Strawberry West Elm. In particular Jimmy, Winston and I think her name was Jackie (if it wasn't Jackie, just look out for someone with a name approximating Jackie....maybe Fackie?) We bought a beautiful couch with a lot of depth (structurally, not emotionally), but it turns out that we live in San Francisco (who knew?) and couches with depth sometimes can't squeeze their way into pre-war apartment buildings. So, we had to return it. We were sad. Very very sad. At any rate, the whole gang over there, from Winston at sale to Fackie (it's really probably Jackie) and the manager Jimmy were on it. Above and beyond is always a grand thing when dealing with customer service and that's what we feel like we got. Good people who seemed to give a shit. Really quite lovely. Even though we live in the city, we will buy from that West Elm for that reason alone. Thanks y'all. read more

I totally agree with Dandy, Susan and Phoebe and wish I read the reviews before I ordered from them. I spent thousands of dollars at their online store and: - they lost my mattress (took them 5 business days to confirm this and hours of the phone) - they promised to deliver my bed frame but didn't show up during the scheduled time. Turns out they they canceled the delivery without telling me - they "think" that the bed frame is now lost, but they don't know. As of now, 1 month after my order, I still do not have a complete bed because of West Elm's incompetence. I had to buy my mattress from another company and that was delivered SEAMLESSLY within 24 hours. They have no idea where my bed frame is or when they can deliver it. I would NEVER order from them again. It is definitely not worth the headache. read more

LOOOOOOVE THIS STORE and every single item in it!!! Similar to Pottery Barn, only less expensive and more modern. We'd been on a mission to find just the perfect sectional couch in natural color and found it here! Only wish we had one closer. Employees were super friendly and fun. Will definitely be back many more times! Thank you for the great experience! read more

Tall gentleman with glasses was SUPER helpful, personable and provided great customer service. Seriously don't understand the bad reviews- store was very clean, staff all around and smiling, and furniture/bedding etc stylish and cute. Didn't have to order anything so can't report on that aspect. But overall great experience and gentleman was helpful in recommending a lunch stop as well read more