CAUTION: Unfortunately the customer service is horrendous. Even making a purchase is difficult and time consuming. I bought a couch expecting decent quality and it began to pill within a couple months. That was nearly a year ago and I'm still having to chase down West Elm to find some sort of resolution. Their customer service is absolutely the worst I've experienced in a long time. The reps at the store try to be helpful (and are generally pretty good) but it's clear that their internal systems severely limit them from being able to help. They can never find my service ticket or track down my previous inquiries so I always have to start over. It's been escalated to their corporate customer service department and it just keeps going from bad to worse. I'll never buy furniture from here again and I caution any one who is considering to. I hope their corporate office see's this review as I'll continue to share this experience on every public forum I can. read more

We just spent over $6,000 here. To get the furniture, we had to pay almost $900 in shipping and handling fees. WTH? The prices are good, but they stick you with the s&h. Tracking your package is difficult too, and it takes a long time for product to arrive. Today I was buying a kettle for my wife on WE. The cost was $160. When I went to check out they added almost $40 in s&h fees...what?! Even though we have a credit with them, I went on Crate and Barrel and got it for the same kettle for the same price with free s&h. You need to fix this WE. 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

I am in SHOCK that this brick-and-mortar location is still in business. I have spent a good amount of $$ at this place, but NOT because of the professionalism or customer service! Summary of our experiences at this place over the last 6 months. - Called the store to inquire if they had specific barstools in stock. I was told a resounding "yes - we have 4". Drove over to see them in person and was told after 15 mins of waiting around that "we may have a couple in our offsite warehouse, but they won't be available until after 2pm this afternoon". Now mind you, their 'offsite' storeroom is less than a 2-min drive away in the adjacent shopping center but apparently no one is there to possibly help until 2pm. - Called them back around 3pm that afternoon to check if they were ready for pick-up. Was told by the woman who answered that she was not familiar but that my "salesperson" would call back. - No call back at all that day. - Next day - salesperson calls me around noon and says that they have located one barstool but that it was unwrapped and had been returned from an online purchase (aka not brand new) but that it is in good condition. I ask about the other matching barstools again and he says that he thinks that they have 2 more in the warehouse but that he hasn't been able to 100% confirm that (STILL). I drive over to check out the one barstool and again, after waiting 15 mins for anyone to help (even though the store was not very busy and there were more employees restocking merchandise than actually helping humans)....they send me around to the back of the store to get the unwrapped barstool. It's in good shape (shocker) and I take it home and wait for information on the others. - Next day - I am in the shopping center for other reasons, so I pop in to see if they have located the matching stools. The woman is beyond unhelpful. She keeps saying her computer is slow and then just walks off into the back and disappears for at least 10 mins. She finally comes back, pulls up the information and says that they have to order them and that there will be a delivery fee to the store. In the effort to just get matching barstools, I say FINE (I know - my bad), but I just wanted this to end. - One week later, received an email that one stool was in - no mention of the other. I called - they said someone would call back once both stools were received..... - 3 days later - I call them and still no word on the other stool and the woman on the phone literally said "it's hard to check on this over the phone because I don't have eyes into the warehouse"! Yikes. - Separate note - ordered a mere candle online for a gift, paid the gift wrapping fee of ~$7+ change and then my fiance went to pick it up and they just put it in a normal bag and the salesperson said "that's our gift wrap" and then offered to stuff packaging paper in it to make it look better. I will NEVER shop here again. I may never even online shop from West Elm again! PS - we finally did get the other 2 barstools that we ordered, but not worth 1/2 of the time and annoyance that went into the whole experience. read more

If I could leave zero stars I would have. I ordered a custom fabric sofa from West Elm in January, 2019. It was supposed to be delivered by late February, but took an additional 2 months, and was delivered in April, 2019, over 3 months from the initial order, in which my credit card was charged in full. When delivered, I discovered an abrasion hole in the upholstery, so I refused to accept the sofa, and it was returned to the warehouse for repair. I was informed several weeks later that it was not possible to repair the sofa. At this point, late May, I just asked for my credit card to be refunded in full. Early June, I received a gift card (only usable at West Elm) in the mail for the full $1399, and NOT a REFUND to my credit card as requested. I have called several times to get this converted to a refund to my credit card, but keep being told someone will call me back. It's now the end of June, 2019, and I have still not received the credit to my card. Basically, West Elm screwed up and is holding $1399 of mine for the past 6 months and counting! Beware... do not order anything custom from this company! read more

Honestly I'm so confused why this store has such bad ratings! Scott helped me with my complete order. If he didn't help me I would have been completely lost! He was able to help me complete my bedding set as well as order different shams from other stores! I've never had a better customer service experience at a furniture store before. I would 100% recommend his help to friends & family any time! read more

I have had only good experiences with this store. The salespeople are helpful, professional and patient (let's face it, they are located in Mill Valley - there's a lot of attitude/entitlement that walks into their store each day). Over the past several months, I purchased new items for our home. Some worked, some did not. The return process (for small items and for large furniture pieces) could not have been easier. Great store with great products. Highly recommend it! read more

Tracy is amazing. Katie was a gem. Everyone is always helpful and patient. Thanks for making potentially stressful decision, less so.

This review is based on several experiences. Shopping at this location you would have thought they plucked five random strangers with zero experience or training and said, alright, let's try to get through the day! They cannot check inventory and ringing up basic 5-10 item purchases is somehow a challenge. Yesterday I attempted to purchase six bowls, a cutting board and a wine cooler as a gift. Rang up the total and it was 125 and change. Ok. But wait sir the bowls are 15 percent off. Great! But I'll need to void them whole sale and ring them up and apply the discount one at a time (this was after discussion with other store associates to confirm this is how it is done). Uh ok. Five minutes later my total is 138 and change with the discount. Higher by 13 dollars and ten minutes of wasted time for all. A simple how is that possible question I asked and you should have seen the reaction of all the store associates behind the counter as if this made perfectly logical sense to them. Sure apply the discount and the total increase! Ha. Ok. Can you please gift wrap the gift. We do not wrap gifts here. Ha-ha. Ok. Grrrreat customer service and overall experience! Here's another great example: Sir, that item is backordered for three months. Ok bummer. Can you check if other stores in CA have the item. Oh that's a good idea let me try to check (why does the customer need to prompt this question) Yes! They do, but unfortunately you'll need to drive there to purchase since I am not able to order the item in our system. Or you can call them directly and see if they will ship you the item and they will probably charge for shipping. The store manager should be canned at this location, they should close the store for a week and the entire staff should go through comprehensive training to help process basic orders and answer simple questions. read more

The products are fine and so was the service but the delivery charges and process ensures that I'll never buy from them again. They schedule you on a day without any ability to specify a time period. You get an email the day before and if it is inconvient you have to reschedule to another date. The upshot is that you need to keep the whole day free. No one else does this. Considering the steep delivery charges, its just not worth it. read more

Service here is pretty crappy. I spoke with 4 different people throughout my experience. First, I was never asked if I needed help. When I tried to get help an (actually helpful) associate had to find someone to help me as he was on he phone and I had not realized 2 people actually worked there as they don't have name tags or anything signifying they aren't shopping. Street clothes and mobile phones certainly don't scream sales associate. They slowly mozy over, less than interested in finding the customer that needed help. Less than successful trying to get rug samples. You can't order swatches so if they aren't in store you're out of luck. I would risk ordering and returning full rug if I didnt have to pay for shipping. Not leaving many options. I got pointed to a big stack of swatches to search. I asked if someone could help me as I didn't see what I was looking for and they seemed quite put out. If the prices weren't what I was after right now I would never be back. I will do as much online as I can to not have to experience less than helpful experience. People here really don't seem to care about helping. read more

Every time I come to this store I appreciate their customer service. I had an issue with the payment system today and the sales representative Margarita was very patient and went out of her way to try to solve the issue. read more

A lost gift card should not be this difficult! My advice - don't buy a gift card from this store. My West Elm love affair is definitely over. read more

Truely unbelievable. Bought $7000 worth of furniture that was supposed to arrive in two weeks. Two weeks later after no response I call and find out it will take FOUR MONTHS! The manager, Chase, was beyond unhelpful and actually quite rude. Those furniture items are still showing online as available in 2 weeks! Buyer beware! The whole place is a bait and switch scam. Nothing they say is true. They won't honor their word. I can't believe they can stay in business. read more

Awful customer service. No one approached me or acknowledged me for over 20 minutes, and when one salesperson reluctantly did, he walked away in the middle of my telling him what I was looking for!!! Unbelievably rude. He said something along the lines of, " Sorry, I just realized they might need me up front". No one had called him up front. He then walked away from me and approached another customer only a few feet away (not "up front") and asked her if she needed any help. It was so blatantly obvious he wanted to make a bigger sale. That's so sad. They have far too many competitors out there on the market to risk providing bad service. I put all of my items away and walked out. Not returning. They definitely lost a long time customer here. read more

Unfortunately, we have had a terrible experience! Bought a custom couch and it arrived with a defect that we discovered a week later. We called customer service 5 times and went into the store to speak with someone directly. Still sitting on a defective couch. read more

I have worked twice with the sales associate Liz. She cannot be trusted. Both times I worked with her she misled me into believing that I was going to pay a certain price with specific discount codes and then after she placed my order, she then made up some excuse why what she had just told me she was going to do, she wasn't able to do. The most recent time when I called to place an order she told me that my discount code and free shipping would apply but she then placed my order and called me back and said sorry your discount code doesn't apply but I gave you the free shipping. First of all, if she's not able to enter those two codes in the system simultaneously she should know that before offering it. Second of all, my 20% off discount code would have deducted more off of my total than just the free shipping so I don't know why she would've picked that option that cost me more. Finally, when you offer somebody something and you aren't able to actually hold true to your word, common courtesy would be for you to call them back and explain this before placing the order. And then she barely apologized when I said I didn't actually want to place the order and she told me she was sorry but didn't have time to cancel it. She cannot be trusted. I hope you never have to work with her!!! But West Elm product is beautiful and I always love what I get so I continue to buy their stuff despite these negative experiences with staff! read more

Seems it's pot luck with the store staff. On only one visit were we lucky enough to have someone reasonably nice and helpful. On all other occasions the staff ranged from annoying to shockingly rude (and the latter was management, not floor staff). We were keen on several articles of furniture, but our experience, and their customer service reputation, were enough to put us off. And they constantly ask you to order through them rather than online "to help us retail stores". Fair enough, but you have to back that up with decent service! read more

West Elm delivery ruins the whole experience. I've always loved West Elm's design aesthetic and beautiful catalogs - but the first time purchasing a piece of furniture has been horrendous, largely due to their delivery company. -It took over a month for West Elm to find a delivery window -When delivery window arrived, an email was sent to call a phone-number (there was no contact email) to schedule delivery time. I called the number probably 50 times - it was busy or put me on auto 60min+ hold every time -I had to contact the store to assist me in setting up delivery time. This took calling over 5 times to work with someone finally (store associate manager) who was willing to help. Every other associate kept passing me off or telling me to try calling again. -Finally the delivery people return my call...but dont leave a voicemail. -Ultimately had to complete the process with store manager...not ideal since I had special instructions for delivery. Long story short - awful experience with West Elm delivery, and still have yet to receive the item I purchased over a month ago. I've also spoken to several other people who have had similar experiences. It should NOT be this hard to receive an item after spending $500-50000 at a store. West Elm, as a furniture company, needs to provide seamless delivery to their customers! I will shop Ikea, CB2 and Crate & Barrel in the future - unless I can deliver a West Elm item to my home myself!!!! read more

Unbelievably poor customer service. I bought a desk and bookshelfs from them on 2/5 being told it would take about a week to arrive. Finally it's scheduled to arrive on 2/20. On 2/20 only the bookshelfs arrive and no desk. The driver promises me he'll look into it and get back to me and might be able to come back with it later in the same day if I'm willing or perhaps the next morning, he'll call and let me know. I get no phone call no contact even after I called and asked for follow up after waiting all afternoon. The following morning I called them only to be tossed back and forth between delivery and customer service 4 times. Could the idiots research it and get back to me with with a solution ? NO they put the onus on me to chase their tales. Finally I give up and tell them to come get their bookshelfs and give me a refund since no one seems to know where this desk is and when i'll get it. These people sucked up about 10 hours of my time and a tip for the driver who didn't deserve it. I would have taken their product if they could of given me an answer. I feel like these idiots should compensate me for my time. Instead I am stuck dealing with their damn delivery department AGAIN taking MY time and THEN they'll give me a refund. I'm visiting my bank today and then the Better Business Bureau. DON'T EVER DO BUSINESS WITH THIS COMPANY !!!!!!!!! Additionally. I am stuck tripping over the half order they sent. I would not have accepted it if they weren't going to bring me the rest of my order promptly as stated by their delivery driver. I should charge them storage. This is just appalling. read more

I love the products at West Elm, but the customer service, delivery and billing departments have made it so unpleasant that I sadly won't shop here. I just moved to a new apartment and ordered some items online and some items in store (at quiet a hefty price tag with all I've purchased). Customer Service: I had an issue at this store with an item pick up and was treated so rudely by two of the employees. On top of that, they didn't load all of my items so I had to come back for a second time with a rented truck, which cost more than just having it delivered. The manager said she'd help me (after calling to speak with her twice) but I have yet to hear back from her and that was nearly eight weeks ago. Delivery: I live on the second floor and there are stairs. I told the people this when they called to schedule the delivery. However, when the delivery folks arrived (mind you, 30 minutes after the window), they would not stop bitching about how they had to carry the thing because it was heavy and they would have brought three people. It's not my fault that the dispatch didn't communicate the stairs or the driveway restrictions to you. Billing: I was really excited about opening a west elm credit card to buy some of these items because of the great bonus deals; especially since I have a new house to furnish. However, I never got my card or a bill in the mail. When I looked online to see what was up, I had a finance charge and a late charge that one of the representatives told me could only be refunded $15. The second representative told me they would mail me a new card. The third representative told me that I needed to have a new card mailed out that would cancel out the one that was mailed the prior day and eventually refunded the finance charge and late fee. Still don't have a card and this was 2-3 weeks ago. I'm upset because I spent thousands of dollars at this store and was really excited about moving into a new home that looked and felt great. However, I still have yet to hear from the store manager about reimbursing my delivery charge for a couch to make up for the fiasco with picking up the credenza and will be cancelling the credit card I've never gotten - which is a shame because I would have loved those bonus points. They should consider treating people like they'd like to be treated themselves if they were moving cities and investing in quality pieces of furniture to have for years to come. read more

Everyone that works here is nice, but on an organizational level West Elm is a mess - even when it comes to ordering in store. I've ordered items and had to wait over two months for them to arrive, after initially being told it would only take two weeks to get delivered. I thought maybe I could avoid some of my previous bad experiences with WE orders by doing them in person but sadly the store orders go into the same convoluted system. I've called the store to ask "what gives?" and they directed me to customer service who directed me back to the store. I don't know how West Elm hasn't gone bankrupt yet, their marginally lower prices are at the expense of a competent shipping system (no tracking numbers, stores have such big warehouses they don't even know when an order arrives), departments that communicate with each other, and free shipping (who still charges for shipping? they even charge for ship-to-store on small things like nightstands! ). P.S. The "woman with silver hair" mentioned in another review was actually the most helpful person I encountered during my three month struggle to get *four* dining chairs from west elm. She committed to helping me fix one of the many problems and followed up diligently. I only wish I knew her name so I could defend her more adequately. read more

Extremely bad experience. Customer service tells you what you want to hear and doesn't follow through. My account was charged $275 more than it was supposed to. Instead of a refund they gave me a gift card to an unethical store I no longer wish to give business to. read more

I recently purchased piece of furniture weighing 100 lbs and told it would be delivered by UPS to my door Fine. Ups never knocked on door and placed it blocking garage as well as entrance to downstairs apt. West Elm took no responsibility for their delivery service, said they would call me back, which they did not. When I called them, woman said she has a tel number. Sorry, but they should be responsible for getting this thing delivered properly. She preferred to argue with me about who has to take care of this. When I asked to speak with someone in charge, she said she was speaking for the manager. I will never buy anything from them again. read more

My review is regarding my service at West Elm. Bill helped me buy a couch that I chose to special order. Initially another sale associate was helping me. My friend knew Bill from his years of working in retail. Bill was helpful, humorous, swift, professional, patient and made my shopping experience less stressful. He even gave the sale to the initial sales associate that helped me in the beginning. Someone give this man a BONUS!!! read more

I can see why the reviews are so bad. The service is unbelievably bad. It's almost as if they want to go out of service and not make a sale. I am still in shock with the three different experiences I have with this store. I wanted to make a large purchase and they made it so difficult, I passed. Save your time. read more

Love the design services. Scott came to my house and helped me pick out new furniture for my bedroom, living room and dining room. He shared his opinions and ideas constructively and professionally. When I went to the store later he took the time to sit with me and order my bedroom furniture. Working with Scott has made this process a lot less stressful. read more

Came by to pick up an item I had placed on hold. It was heavily discounted, which they hadn't mentioned on the phone, but I didn't ask why lest it was a mistake. The staff was helpful but unenthusiastic. I was in and out in about 5 minutes, though I was tempted to stick around and look at the cool stuff they have. Easy interaction; positive experience. read more

Jimmy Boucher, I don't think I've ever seen someone so made for customer service in my life...impeccable, kind, on it! I'd go shop there every weekend just to say hello and just really appreciate how kind he is!!! 25 stars for great Service and a huge amount of gratitude for helping me with my delivery read more

Worst customer service I have ever experienced. I have spent thousands with them and this store has horrible service. They won't sell anything off the floor when they have multiple of the same products. How do you walk in and shop when they won't let you buy anything. They sold me something off the floor before and then made me pay for shipping ($30) and then shipped the other product I was supposed to bring back to the wrong address so I had to hand deliver it. Waste of time. Don't bother shopping at this location. read more

I've been to many west elms and this is by far the most unprofessional. I asked to do an exchange and the employees at the register started arguing because no one wanted to do it. Then the sales associate working with me could not figure out how to login to her computer, then she asked me how to return the item because she couldn't figure out how to work the system. When I asked if a manger could help me the manager referred me back to the original associate. This store is an absolute joke and I highly recommend making the drive to a different location because it's not worth it. read more

Terrible service - my girlfriend and I bought a lot of furniture from this location. As others have noted, pre-sales help is great. Post sales, when you are having delivery problems? Terrible - we have had multiple pieces of furniture fail to be delivered multiple times - not enough guys on the truck to carry it in and set it up, guys aren't big enough to do it, or they just don't show up at all. When they have managed to show up and set up furniture they've made mistakes and I've had to take the furniture apart and put it back together. Store management makes placating statements, promises to fix things, but furniture still is not delivered. Now after promising the delivery would occur on time (another no show) they claim they can't control it - Stay away - nice people but at best they are misleading when it comes to their ability to resolve problems - read more

Had to return to West Elm for a well-priced super comfy modern queen bed. No issues. No drama. Delivered on time. Assembled by a happy team. Everything turned out well. read more

Great selection of products for your home. Found everything I was looking for just had mixed communication regarding my furniture delivery. Furniture was finally delivered and happily enjoying my new purchases. read more

A big thank you to Liz who helped me in the shop today and made our shopping experience so great we came back a few hours later and shopped with her again, she's got great style, humour and friendliness, ask for Liz! read more

This review was inspired by the sales associate named Mika! She was SO helpful and so genuine. I really appreciated how she went out of her way to help me with my purchase. I wasn't planning on purchasing anything right away but with her being so nice and so happy to help me I couldn't help it! I must admit I had a bitter taste in my mouth about West Elm from a past experience at the location in Emeryville and I swear I will never go back to that location ever again. So for those of you who want better customer service go to Mill Valley and I have no doubt in my mind you will get the genuine help that you are looking for. An employee named Cassie is amazing as well. I had only been in there once or twice and she remembered my name! SOo impressive!! read more

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