I wanted to compliment "Joe" who assisted us at West Elm in Pasadena recently. We were looking for a particular product but learned it was no longer available at that store. We did end up purchasing some other items but in the mean time (without asking him to do so) Joe researched other West Elm locations that actually had the original item we were looking for in stock, even telling us the availability at each store. He went above and beyond to help us which was greatly appreciated! He didn't stop there. The items we purchased as gifts from him didn't come in boxes and he not only found gift boxes to suit them but included pretty Christmas tissue to boot! Joe is certainly an asset to the company and gets what customer service is all about! Thank you, Joe!! read more

My designer was great. I am extremely disappointed at how long it is taking to receive my order. I will never order from West Elm again. Five months is ridiculous. I am excited to show off my furniture but unfortunately it will follow a bad review. read more

This location and store is small but it does pack a major pinch and offers loads of things. Others location are way bigger but what they have here, it was all really nice. It's just along old town/downtown Pasadena's. The selections they have were all amazing. Wanted to check out some side chairs and what was on display were all pretty nice. Staff were all pretty welcoming when you walked in. And if you needed anything they were there. Plus the sales area did have a good amount of things. Not your typical items that just go on sales right away. They actually had nice items that's worth it. It's a beautiful store that right when you walk in, you want everything. read more

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I have been a loyal West Elm customer for over 10 years. I have purchased several beds, a dining set, chairs, tables, etc. Three years ago I purchased a patio furniture set and protective covers which was over $5000. The furniture is now falling apart with the plastic rattan breaking everywhere. It just phase one more season left. I called customer support and got no support at all. I was told the warranty has expired and now it was my problem. No repair options were offered. The whole idea behind outdoor patio furniture is for it to survive the elements not fall apart so quickly. I covered the furniture covered all winter. I am simply left with the belief - West Elm, great design, good prices and cheap quality and uncreative customer support. read more

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Honestly their return policy is the worst. I lost my receipt and had paid in cash for 400$ worth of items (yes i know my bad) but they wouldn't even give me store credit for the items I wanted to return and it was all unused. I had been waiting for my credit card and didn't have a credit card to purchase with at the time so it just kind of screwed me over. Also everyone there is really snobby I noticed and talked way down to me. Just not a nice place read more

I don't usually write negative reviews, but I think it's worth sharing this experience. I stopped by the Pasadena West Elm today with a $3,500 list of items I was ready to purchase as part of rebuilding our home after the Altadena fire. I've appreciated that the Williams-Sonoma group has been offering a 20% discount to fire victims--it's generous, and one of the reasons I chose West Elm. (The Lake Avenue Williams-Sonoma store, for example, has been fantastic--both in product and service.) When I walked in, the store was nearly empty. I spent about 10 minutes looking at drink tables right across from the checkout counter where two employees were talking. Two more joined them while I browsed. No one greeted me, acknowledged me, or offered help. I worked in retail for years, and it's pretty easy to say, "Hi, can I help you find anything?" I understand everyone can be busy. but with four employees chatting at the front laughing and chatting, and no other customers in the store, it stood out. Good customer service doesn't need to be complicated--a simple acknowledgment goes a long way. In the end, I decided not to make the purchase, as thoughtfully planned as it was. I'd rather support a store where there is care to engage and help, especially when making a major purchase. read more

I bought the Hargrove expandable dinning table and the Berkshire dinning chairs and they are of the worst quality. The paint on the edges of the table has disappeared and it looks so old and dirty now. It was only a couple months old. I contacted customer service and they promised to provide a gift card as an apology but they never sent them and each time I spoke with a representative they pretended to solve the issue but again I never received a reimbursement. I feel very upset because their products are expensive so i expected better quality. Now i have to spend more money to sand the table and repaint. I don't recommend them at all. You will find better products at IKEA or any other furniture store. Even Target has better quality than this. read more

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Saleswoman couldn't help me with ordering a banquette. I really was taken aback by how much she mentioned pricing. Almost seemed like she thought I wouldn't be able to afford it. I ended up buying a banquette from crate and barrel delivered within one week of ordering. If WEST elm sales people won't help me pick out or make recommendations when I said the measurements and how many people I wanted to sit not sure I really need to buy from them and wait 16 weeks for shipping. read more

I had high hopes for this store, since I have bought nice pieces via email. I though why not visit wile I'm in the area. The store clean and organize, specials where perfectly displayed, but the costumer service awful, they make you feel out of place. I have never feel this in any other store. I hope they read this and they change the way they approach thru clientele. One smile goes a long way! read more

Heard good things about this place so decided to check it out. REALLY nice furniture and accessories, but SO expensive and way out of my price budget. Even the sale items were to expensive. I liked how they pieced things together. I can definitely imagine the look in someone's home. If I had money to burn, I most definitely would shop here. Free parking with validation at the Paseo. read more

West Elm - Peruvian artisan mirrors - Furniture Stores Near Me - Pasadena, California

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This review is just for the customer service associate we had an encounter with today. After asking her some styling questions, she didn't listen properly and not only was she dismissive but also seemed to have a condescending attitude. I didn't get her name but she was a slim brunette girl and was wearing an long, open cardigan. I usually order online from West Elm and didn't expect this kind of behaviour from a sales associate where a big part of their job is answer questions and help with products. read more

West Elm is truly the most awful company I have ever dealt with. If you are considering buying some from them, it is a huge mistake. When West Elm enters into a sales contract with a customer, they don't treat it like other businesses. As far as they're concerned, their promises to you mean nothing. They will send you broken furniture nine months late, and if you try calling customer support their representatives will tell you "tough shit." They will lie to you repeatedly and say it's coming soon and then it will be delayed again and again and again. We ordered four chairs not long after Christmas of 2020. We were promised delivery in three months. The chairs were delayed 8 times. When they arrived, it was a year later and two of the four chairs were broken. They promised us they'd get us two new new chairs within two months. They have since been delayed four times. When you talk to their customer support, they just lie; they say whatever they have to say to get you to shut up and hang up the phone. Then a few weeks later they delay your shipment again. There is a lot of hyperbole on Yelp, but I mean this with absolute sincerity: West Elm is the single most terrible company I have ever dealt with. read more

This review is for this store only. I usually order online for West Elm, but I decided to come to an actual store since I had a $400 dollar reward certificate and a 15% off coupon. For those that don't know, reward dollars are based on your West Elm credit card purchases. You get 10% of the amount spent on your card... I'm sure you can deduce how much I've spent at West Elm recently. After picking out planters, pillow, vases, etc, the total came out to about $340. Then the lady that was helping me said there is a promotion going on and it was 20% off everything. While she was telling me this I gave her the reward certificate to make sure I can use it. She was saying how great it was I had it etc., and then proceeded to check me out. When I realized she had processed the certificate, I asked her how I would get credit for the difference. I assumed it was like a store credit, so if I didn't use all of the $400, I'd get the difference back. She then tells me that oh, once you use the certificate, it's gone. I can't get credit for the difference. I was kinda dumbstruck, so I asked her how is it that she didn't explain this to me and if that is the case, why wouldn't I buy more stuff. She then says it's too late since she processed it. I don't know about you, but at this point, I was pretty annoyed. It isn't MY job to know their rewards policy, it's their job to remind the customers and let them know if we don't already know. At least a confirmation that I was ok to use the certificate before processing it. And what annoyed me even more? I checked the receipt and she gave me 20% off on a couple of items but not the rest so I could've used my 15% off coupon on the other items... not that it is relevant since I lost the difference anyways. The manager came out when I wasn't happy and he told me that I'm going to get the difference as store credit in the mail, but for some reason I'm not holding my breath... West Elm has screwed up so much on my previous orders, it is dubious that they would get this right. I hope I'm pleasantly surprised by the credit in the mail, but I haven't been pleasantly surprised by anything customer service related at West Elm. Too bad since I like their stuff! read more

DO NOT ORDER FROM WEST ELM! We have had 2 orders this year where inventory is not actually available even though it says it's "Ready to Ship". They delayed both order by months with no explanation. Even after canceling our order, I had to call back because they didn't actually cancel it! I have been on the phone for hours to get our money back. They simply lie and allow customers to get off the phone and force them to call back. THOUSANDS OF DOLLARS AND THEY DON'T CARE! This is corrupt and you can look at other customers with similar experiences. STAY AWAY! read more

I googled tan leather sofa and West Elm's Zander Leather 2-piece Chaise Sectional photo popped up with a sales price of $2,447.15-$3,799. We went into the show room in Pasadena to see it and to order. They did not have this sofa on display but we wanted to order it anyways. The salesman told us that the color tan we wanted is NOT on sale, just some other less desirable colors are. The tan color we wanted would be $3,7999 instead of the sales price $2,447. If the tan color is not on sale than why do they put it next to the sales price? This is misleading and not quite honest. read more

West Elm is one of my favorite stores in all regards. This store in particular always has exactly what I need. I always love how helpful the staff is and how open and welcoming the store front and store is in general. I always grab a coffee down the street before heading here and the browse their selections for as much time that is needed to pick out the items I am going to purchase. There isn't much this store doesn't have to fill your space with beautiful and well made items. Come check them out and browse their great selection of home goods. You will never be disappointed. read more

The stock guy on the phone and in store was awesome! I give him 5 stars. This review is for the person at the register. I have a baby on back (see photo that I took in store). I purchased frames on clearance so he must've thought they weren't worth wrapping in tissue. So I asked if I could have some tissue after he put them all in the bag and he hands me tissue in which I then take the frames out to wrap again and then then I have to bend down with 25 lbs already with my baby on back to the ground to put the awkward heavy frames back in the bag. No customer service or awareness to follow the transaction all the way through. By the way- no one else was waiting in line behind me. read more

West Elm - Baby on board. Can you at least help a person like this? - Furniture Stores Near Me - Pasadena, California

I hate shipping fees! I shopped online and found a rug I liked but due to the shipping fees I decided to walk into the store to purchase the rug to avoid the shipping fees. Well guess what, they charge shipping fees in the store as well! In these times where most all shipping is free they surely seem out of sync. I then went to check the parent store, Williams Sonoma, same thing! Seems like too large a company to have these outdated policies. read more

Customer service here is awful. Three associates working at the desk not looking up from their phone. No one said hi or welcome after circling around the store. I've been a lot of items online in the past but thinking twice now. To the manager here, please retrain employees. read more

If you love Williams Sonoma then you'll love West Elm! This location is really lovely. I love their Black Friday, cyber Monday deals. They have on going sales and deals throughout the year. Their furniture is indeed a hit or miss for now, but when it's a hit it's a home run. We love our new 82" saddle leather Sedona couch. Our acorn mid century bench with storage is also a super solid piece of furniture that we love. The coffee table we got is gorgeous and we can't stop fighting over our mid century contour chair. Nothing is perfect, but I believe it's how situations are handled that makes it perfect. On our first ever delivery, for our coffee table and mid century bench, it was a pretty horrible experience. I'll spare you the details, but essentially the main delivery guy who was doing all the talking, he was incredibly rude, unprofessional and inappropriate. He essentially didn't listen to any of our instruction, and arrived 4 hours ahead of schedule (we selected an afternoon delivery window (they narrow it down to a two hour window day before)-- normally I'd be excited to have that early delivery but our flight was delayed and we went to bed at 3 am so to get a call at 7am was pretty rough. It was an unpleasant experience. To resolve the issue I basically had to call around williams sonoma and go through the system. If you have an issue regarding delivery, you need to contact the appointment center or whatever the department that is responsible for scheduling the furniture delivery, and speak to them. Once I was put in touch with the right people, they heard me loud and clear and were very compassionate. They apologized, issued a refund for the white glove service and also followed through with investigating that driver and delivery service and said they will put him through a retraining service. The way they handled it was fantastic, fair, sincere and I have zero complaints. I love West Elm / Williams Sonoma. The other items we had delivered to us were delivered by a different company and the two gentlemen were incredible. So respectful and perfect. Efficient and professional. A little ahead of time but only by 45 minutes. I appreciate their service. Deliveries are made through third parties. After the delivery is made, you should get an email asking how the service was. I hope that if you put a 1 Star or low review that the system will automatically not pair that delivery company with you again, and vice versa, if you give a 5 star review or a positive high review that they will make that delivery company your primary or preferred delivery. Exchanging the item is super easy and effortless. I had discovered damages upon delivery and had it sent back. But also we discovered flaws a few weeks after delivery and it was so easy to schedule an exchange, no extra white glove fees. Expert tip: inspect your furniture upon arrival. If you see any visual damage be sure to take photos. Also take photos of the boxes they arrived in in case there was damage to the box. If the box is perfect and the furniture is damaged, then the defect is probably from the factory. If the box is damaged and so is the furniture then it's probably from the delivery service. read more

Had great experience here with Avril, she helped us pick out furniture for the whole house. She had an initial consultation with us to understand what we were looking for and a few days later she had floor plans and furniture all picked out for us. Even notified us when sales were happening! read more

My husband & I come in here often for inspo/browsing & small household items/decor. We've never really had any excellent nor terrible experience, we've thought staff could be a little bit more personable, especially for the prices you pay for any item in here. But again, experiences have always been neutral each visit. However, we've recently visited for a very high ticket item - a new couch. We browsed & our eyes found their way to the Andes sectional. We sat around on it for a while getting a feel & in the midst of it all, Amanda came by. We had questions & she asked for a minute as she was with another customer, but she surely did return. Amanda was very friendly & professional, very knowledgeable of the item & very helpful. She helped us out with a few estimates, but she also gave us space to discuss & think. She was not overbearing/overwhelming at all. We ended up going home to think about it more, but eventually did make the purchase. We had the option to purchase it online with the reference info Amanda gave us, but we decided to return to the store to meet with Amanda & purchase in person with her again. She went through all the details & important information with us. Amanda was very pleasant to work with - great customer service & very friendly! read more

Since there's no other place to vent frustration about their misleading claims, I'll leave it here. Ordered some bath stuff from the website on 1/30. Both items had 5-7 shipping estimates. Then I got an email 3 days later saying it's delayed until MARCH. Frustrating enough. What's worse, and completely fraudulent is that the website still has a 5-7 day estimate on the items I ordered. Total scam. read more

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DO NOT buy from West Elm. It is genuinely the worst customer service experience I've ever had - and continue to have. The good news, the in store associate who helped me - Avril - was lovely. Really helped me pick out a sofa, and made sure, per my wishes, we ordered one that was in stock to be delivered two weeks later when I moved into my new place. From there, it's been hell. On the morning of my delivery I get an email saying it's been cancelled. I call and go through hours of holds and associates to find out it's lost. A couch. Is lost. But I have paid a lot of money from this couch and believed this to be a good company so of course I trust them when they say they're conducting a search and it should be found in 24-48 hours. The next day I call again. This associate says that have no idea why they told me that because it's 72. Another day goes by and I call back - and in every single instance it has been me initiating calls and contact to literally fight for my couch - and they say 3-5 business days. We're now at two weeks and they say end of the next week because no one initiated the search until two days after it went missing. All the while I am lied to, via email and phone, by about 20 different people, never the same person, who do NOT apologise and who all act like this is somehow my fault. I am promised, over and over again, that associates will email me personally, or call me back personally. Not one has. I finally get weeks past the delivery date - the day the dock search was promised to end - only to be told a brand new dock search has been initiated with another 5 business days. This is insanity. I have an empty living room. I call them, beg them, they finally order a replacement couch - which they should have done ON DAY ONE - and now that has been delayed and the lying has started all over again. And again, every time, I have to initiate any action. They have done nothing on their end to remedy their error. And this was a couch that was IN STOCK. This is unhinged. This is stressful. It's miserable to deal with. I was fooled into thinking this is a decent brand but it's a scam. I have contacted the Better Business Bureau because truly none of this feels right nor legal. read more

Horrible customer service associate experience.

West Elm, while I like your furniture, the delivery company you use -- Ryder Last Mile -- is garbage. I posted the following "wish it could be zero stars" about Ryder and posting it here as well. Because as long as you use them, I recommend people do not shop at West Elm. All you have to do is check out Ryder's yelp page -- this opinion of them is Universal: "Ryder Last Mile (Salt Lake City location) is the absolute worst. I won't go into great detail because I don't want to continue my exhaustion from this experience. But suffice it to say I made a 12-hour drive three times to meet them at a rural delivery location (for a WEST ELM purchase). they messed up delivery on all three occasions (once they said they just couldn't find my furniture in their warehouse). I ended up cancelling the order and I am still getting multiple messages per day asking me to schedule delivery (there is nothing left to deliver since I canceled my order). I am now on hold (for over 30 minutes) trying to talk to someone at Ryder to beg them to stop harassing me with reminders to schedule. Because of them, I will never order from WEST ELM again. I wish there was a Zero stars option." read more

I would rather build my own furniture out of broken glass than shop at West Elm again. ZERO stars. They delayed my order numerous times, often without informing me. They delivered a bed with missing pieces. They took four weeks to send THE WRONG replacement pieces. Another three weeks to send BROKEN replacement pieces. Finally had to have them remove the bed and order one from CB2 (which came in less than two weeks). And then when they came to remove the bed, their delivery people broke my front gate. Over 20 hours on the phone with their customer service. The worst customer service of all time. Hung up on, given wrong information, bad connections, rude operators, etc. And at the time of this posting, they still owe me money for an item I returned because they delayed its arrival by another four months (which would be nine months after I ordered it). It literally felt to me as though this were not a furniture company, but a manufacturer of misery. That's what they're good at. Making your life miserable. read more

Came in to buy a martini side table. Saw it on line and wanted to get one for my home. Walked into the store and found one. Noticed a 20%off sign on the table while I was browsing. I walked up the register to see if they had one in stock and they did. I asked Bella--the associate manager-- to have them pull one up. When I went to pay she charged me full price. I asked her why it wasn't 20% off, as the sign stated. She insisted that it wasn't bedroom furniture....so I took her to the table in the bedroom section with the sign on it. She insisted that it wasn't bedroom furniture and then became hostile and abusive. I didn't place the table in the "bedroom vignette." She then accused me of putting the sign on the table. I was flabbergasted by her attitude and approach to customers and now understand all of the other reviews. She was mean caustic and sarcastic. Now I can live without a side table....the question is can west elm live without customers? There is no reason to be mean... read more

West Elm - Furniture Stores Near Me - Pasadena, California

Excellent customer service from Amanda. It took me hours and several calls to other locations and was relieved and suppprted by her research of finding a difficult item. I appreciate you. read more

It's pretty jarring when a furniture store give a customer such a horrible experience that I have to take time to write about it...After shopping around for a bed,I chose the local WE store over their competitors as I was given a false information that the item was available and a fulfillment of a little less than 2 months considering the vendor's timeline for a pretty simple bed frame. On 11/1/21, I received an email indicating that my item has been delayed due to the "global supply chain" issue and gave a pretty wide gap of estimated time frame of almost 3 wks, 1/2/22-1/20/22. Needles to say, I was livid. I contacted customer service on 11/2/21 and inquired further about the delay. I had no choice but to wait. I called again this morning to confirm and yet again faced an unknown timeframe and was given an answer of the same estimated date with no guarantee. To add more to the never ending nightmare, I was given a poor choice of general statement of "...others wait longer than 6 months..." as if to say that I should be grateful. I mean...holy cow! At the end of the phone call, the only assurance I received was that a manager will contact the vendor directly and I will be contacted within 48 hours by WE to give me a definitive date of shipment. I will add to this review once I have an update... read more

Customer service from the MANAGER was beyond horrendous. Reveled in saying no to me, even after I explained extenuating circumstances. Gave the the same line of "store policy", didn't want to hear about COVID health complications and hospitalizations, devoid of any human decency. Luckily, I was able to make arrangements with corporate, but with ZERO help from this store. read more

Small store. Well-designed showroom. No one asked us if we needed assistance. No one greeted us during the entire 20-30 minutes we were there. Online shopping would've been friendlier. The 40% off brought us in but there were maybe 8 items I could see that were discounted. Everything else was full price. We bought a lot of furniture at West Elm this year due to moving to a new home, but it was all online. I suggest skipping this store unless you want to see something in person. read more

I bought furniture here that started to unravel and zippers that broke after only 6 months....and I still have not received my refund. The customer care line drops my call when I want to speak to a manager. It's ridiculous poor customer service. After I get my refund, I will never buy from West Elm again. read more

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The customer service here is terrible. I saw 4 workers all stand around the cashier area and I had to go up there to ask them for help. There was not one person on the floor asking if we needed help or had any questions. The lady who assisted at the cashier did not provide any customer service at all. Her answers were short and she made me feel like I was bothering her. She didn't provide any information but gave me attitude. I was ready to spend over $3,000 dollars on furniture today at West Elm, but due to the bad experience and lack of help- we walked out of there and won't ever return. West Elm has beautiful furniture and decor, but with so many choices out there- customer service is still number one. Providing good customer service should absolutely be a part of the brand and what it stands for. read more

Came here over the weekend to check out the Casper mattress. The store was not very crowded on a Saturday, but the workers were sure busy talking to each other. I was hoping that someone would offer some help (or maybe at least say hello), but we were ignored. While testing out the mattress, one worker did come over, and I was thinking that she was going to ask if we had any questions. Instead, she pulled some sheets off the shelf and just started talking to another employee about where she will put them in her house. She may have even been the manager, since she was wearing black and walking around with the powerful walky talky. The Casper mattress was super comfy, so I think that I will end up getting it (not through West Elm). I am glad that I got to try it, but it would have been nicer if the employees were a bit more friendly to people that walk into an empty store. This could be part of the reason why the brick and mortar retail business continues to decline.... Also, prices seem pretty steep at West Elm... read more

Went in to do a little bit of furniture shopping. Was greeted with a sales lady who seemed really bothered by me asking if they had sectionals. She replied they are all over the show room. Well, not really.... Anyways, don't go in on a Friday evening an hour before closing. read more

So, I am not sure if it is just this store or all West Elm stores but I am very dissatisfied with my interactions with this Pasadena store. I set up an in-home free design appointment with this store. I got a confirmation on January 5 for my in-home design appointment with a designer from this store for January 11 @ 11:00. Then today on January 11, the day of my appointment, I received another confirmation email stating that I was going to get a virtual appointment instead of an in-home appointment. I contacted the store to confirm that I was getting my scheduled in-home appointment and they indicated that I was not. When I spoke with the manager of the store and let him know that I had a confirmed in-home appointment for today, he laughed at me and said we don't do in-home appointments for the first visit. I assured him that I did have a confirmation from the West Elm booking department and that is was a confirmed in-home appointment for today. He laughed at me again and said well, is there a name associated with the appointment because if there's no name, then it's not actually confirmed. He refused to explain to me why I got a confirmation from West Elm bookings that I was going to get an in-home appointment and all of a sudden out of the blue on the day of my appointment, it was switched from in-home to virtual. I was really looking forward to my appointment and now I'm disappointed that I'm going to have to go somewhere else. I know CB2, Crate & Barrel and Ethan Allen all do in-home appointments but I was really looking forward to my west elm appointment. I will never shop at another West Elm again. read more

I like to browse through this store but in the four or five times I've been there no employee has ever asked us if we needed help. The only items that we've liked so far also have such a long time to get it in stock and delivered. We went to look at a bar cart in March and it wouldn't have been delivered until July! read more

Horrible customer service! We furnished most of our condo from west elm, and are now doing a bathroom remodel - ordered a vanity, mirrors, lighting, etc and the experience has been genuinely and surprisingly awful for a furniture store. I placed the order for the vanity online after a horrible experience working with an in-store "designer" (rude, unresponsive), and they sent me an email saying they caught the order in their system and modified it so it would come through the store (I guess there's a commission..?) then proceeded to lecture me on supporting my local store by placing future orders directly through them. Sigh... ok, I did just that. Flash forward several months and I still have no idea when the vanity will arrive. I had a contractor scheduled towards the end of the estimated delivery window and called the store to check in only to be told they had no idea when it would come in or whether it would be delayed and "that's what it's like to order furniture from anywhere" (no.. it's not) and that "if there's nothing else I'm busy.." SHOCKED. The tone doesn't really come through but let's just say I'm not a big fan of being lectured by a condescending 22 year old hipster who can't be bothered, when spending tens of thousands of dollars on furniture... West elm - please hire better staff. Or just ask your staff to be mildly friendly sometimes! It's not that hard... read more

Quality products and eclectic selection. Customer service was great especially Sophie. Good return policy unlike some comparable stores. View and order online for best selection. read more