Worst customer service I have received. Worker had me wait 10 minutes while checking for a product. Little did I know he knew the product was sold out and didn't bother to let me know, instead he had me wait. Will not return to this location. read more

I read through some reviews and some stated that the workers here were not helpful or nice. When I came in with my bf, the workers seemed nice and quite helpful. We were looking at a coffee table that can convert into a semi desk, and a worker came along to help us and talk to us about the product without us having to get her attention. Then, another worker gave me the WE catalog when I was checking out some furniture for our new place. Furniture here seems nice and really sturdy. not sure if it goes with the look I'm trying to go for however. But always great to browse for ideas! read more

this is a beautiful and spacious store, chock full of nice stuff and great accent pieces. i came here b/c some stuff i bought at the beverly store was no longer available and i figured let me check close by. i called up, nicole was super duper helpful, said they have what i was looking for in stock and put stuff on the side for me. then i asked siri how to get to pasadena and lo and behold i was on my way. the store and the stuff in it, is very attractive. there were some nice holiday sales going on too. and though i got what i wanted and also liked the deals i got... i thought the staff here was a little distant. i didn't meet nicole who helped me on the phone. but the floor staff i thought just could have been a touch more cheery. i mean this is a store full of shiny happy things so, i'da thunk the people here would be too. still... so far i love all the west elm stuff i got and clients tell me how lovely it is too. i will definitely keep shopping the brand and buying purty things. read more

Terrible customer service. My husband and I went into the store looking for a dining table. Noticed that there was a sale going on and asked a female staff behind the cash register when the sale would end. She barely looks up from fiddling around with a stapler and says, "I have no idea." She actually looked annoyed that we had interrupted her. Makes you wonder if West Elm ever train their staff on customer service. read more

Honestly, I'm consistently disappointed with this location. Today was a final straw for the lack of professionalism presented at this store. I went expecting them to be open having confirmed their hours online. Instead they closed 4 hours early and it's not a holiday, nor is tomorrow. There wasn't a sign outside explaining their early closure either. If you like west elm and live nearby, don't bother coming in and shop online instead or call before you come in. read more

I've bought a recliner and a few other items which overall were in good quality. The prices are a bit high but they have various promotions and discounts on a daily basis. The staff I've encountered have been friendly and helpful. They even load the large items you purchase in your car for you. read more

Love the furniture and decor here, very much my style and not horribly overpriced like other similar stores. The customer service is fantastic and the main reason I return to this specific store. I called to see if items I saw online were available and Vanessa not only answered all my questions, but ordered items that weren't in stock, hooked me up with the right delivery options and told my GF and I to contact her if we needed help again. Sure enough, about 8 months later I needed curtain rods. Checked with Vanessa and she again went above and beyond to help out. It made me feel like I was buying thousands worth of items given her level of assistance, all the more impressive with a small purchase like mine. I will always come back here and hopefully have Vanessa help me with style choices and her pleasant and helpful assistance. read more

Adriana helped me today and was very nice, patient helpful. She was much nicer than the associates at the Beverly Grove West Elm who were kinda scatterbrained or angsty... however it seems that the Beverly Grove location has more little things (like tabletop stuff) on display. One thing annoying about both West Elm's - in Pasadena and in Beverly Grove - is that they don't answer their phones! read more

I hate the fact that I can't give this place zero stars! My husband and I ordered the perfect bar cart back in December. They didn't have it in stock so we had to place an order. They said it would arrive in a few weeks. A few weeks go by and no cart. I call and they give me a bs excuse about their distribution center. I call back in another few weeks... a run around excuse again. Fast forward to the beginning of February and they say they're ordering it and it will arrive in 3-5 days and that I would receive a call once it's in. I wait... no call. I call them today and see what's going on and the same excuses. If you've fucked up, just say so instead of giving me a bunch of bullshit excuses!! Now I have to wait for ANOTHER week for something I ordered in DECEMBER! NEVER SHOPPING HERE AGAIN. Worst service ever! read more

I had one of the worst experiences at WestElm. This girl working there was so rude when I asked her a simple please question about an item that I was looking for. She had this nasty attitude and looked at me as if she does not want to even talk to me. Never going back there again to be treated like this. read more

After ordering two beautiful chairs 12 weeks ago, I am sad to say I have yet to receive them. I was told I would get them in 6-8 weeks, after placing numerous calls and being on hold for ridiculous amount of time I have yet to receive the chairs or a response as to why the long delay.I have been paying for these chairs for 2 months and have yet to enjoy them, how is that fair?? I will NEVER shop at West Elm again! read more

Recently purchased a condo and needed to completely furnish said condo. The hubs and I visited every big name furniture store in the area (Ashley's, Jerome's, Mathis Bros, Ikea etc) and were not finding the style of furniture we wanted. We were about to settle on a bedroom and kitchen set that we were okay with but not in love with. I'm a Pottery Barn Kids fan (no kids but spoiled nieces and nephews) and thought, "Why not try West Elm?" Pasadena is the closest store to us so we came in for a visit on a Saturday morning. I'm not sure what is up with the negative reviews about the customer service- we were greeted with a friendly hello when we walked in but not trailed around and pestered every second like some salespeople at other furniture stores, which was fine and actually what we prefer. We walked around the store multiple times and fell in love with pretty much everything in there! Our home is going to be a West Elm showroom, which is fine with me. We bought the Leesa mattress, a bedroom set, kitchen table set, coffee table and a bunch of odds and ends. The prices are very reasonable (pro tip: go on a holiday weekend when they're having a 20% sale) and since we purchased so much the flat charge delivery fee ended up working in our favor. Lisa was super helpful and patient when putting our order in. Keep in mind when you come here that certain items may take awhile to arrive due to being backordered. But if you fall in love with an item it is worth the wait! Yes, I'll be sleeping on my brand new Leesa mattress on the floor for six weeks while I wait for my mid-century platform bed... read more

As a designer I was greatly satisfied with the store walkthrough, variety of displayed collections and attention from the store team. I had the pleasure of working with Vanessa Zarco for the early stage of a project and not only was she very knowledgeable about all the products, but she was giving me amazing design advice! I left super happy and satisfied with product specification sheets in color and fabric samples that were very helpful for my final project decisions. 100% recommend it! read more

Bella was fantastic! I live near the West Hollywood location, but drive to Pasadena mainly to work with her. She's very helpful, and offers design advice - not pushy sales tactics. I wasn't very keen on the look or quality of West Elm until I spoke with Bella the first time, and she explained it so clearly, with my own design in mind. Big box stores often receive negative criticism, and much of it is usually true. Bella, however, gives me new hope that people still care not only about what they do in their career, but why they do it. West Elm could use more employees like her. read more

I have purchased many items from WE Pasadena and have always been happy with the product. Recently, I was in search of two items that were hard to find in-store. Shakira, spent an enormous amount of time with me, over several days, to make sure I got them. THANK YOU, Shakira, for going above and beyond and even following-up after-the-fact. An exceptional experience! read more

I walked in here looking for a marble coffee table. The one I was interested in was not available on the floor so per the floor rep it would be a special order. A $700 plus tax order. Well I was waiting for the rep to ring my special order up I noticed the Manager Kim (I asked a few minutes into it) was on the phone with a customer and the other line would ring and ring. Manager Kim kept telling the rep helping to answer the phone. Manager Kim didn't seem to care that I was standing in front of the counter placing an order. She had the unfriendliest demeanor as well, plus she was giving orders to a already busy employee coming from the back storage area bringing stuff behind the register. Anyways my rep answered the phone 4 different times during my transaction. So annoying. I am just staring at her as she answers questions. I expressed to the rep about this and she said that this is normal. Although I love my delivered table and the rep who did help, I would not recommend nor return to this specific store. read more

Ordered furniture online, several unexplained delays. Several attempted phone calls to get an accurate time line to expect delivery, to no avail. read more

We would like to thank, customer service and the installation departments; along with a special thank you to Jackie Jabourian. Her experienced assistance in helping us expedite the replacement of the reclining sectional chair in such a timely manner, as well as, requesting the above mentioned adjustment to the invoicing. Thank you Jackie, for making our purchases with West Elm a "painless" experience, we will be back and will tell our friends of the exceptional West Elm experience we had with you. read more

I love this company & it's nice that they have a beautiful store to showcase their lovely furniture & decor. My husband & I visited the store on Monday, April 11, 2016 to view in person a few pieces of furniture that we were considering ordering online. We have been West Elm lovers for years, but this would be our biggest furniture set purchase & wanted to make sure it was perfect. We were greeted by the sweet miss Kendra Witherspoon (I believe that is her last name). She was so helpful & answered any and all questions we had, but was not overbearing at all. We took a long time contemplating before deciding on our purchases. Kendra even stayed late to help check us out. That was Monday & one of our items was already delivered & assembled via the "white glove" service yesterday (Thursday). We couldn't be more thrilled with our beautiful Rustic Lacquer dresser & can't wait for our other items to arrive. read more

DO NOT WASTE YOUR TIME OR $ AT WEST ELM. The store employees are helpful and nice (not their fault the company sucks) Their furniture is poorly made & their customer service is NON EXISTENT after you purchase. Don't get ripped off by buying anything here #westelm sucks read more

Completely disappointed in this store. I agree that they have great stuff but this particular store lacks customer service and care. while shopping for our new remodeled house I was interested in a set of wall mirrors they had on display which I was told I could not purchase since it was they only one they had and the long story short they place the order for me and asked me to sign a paper understanding that the items will arrived from 1-3 weeks. This was May 25th. After the initial 3 weeks I kept calling and basically getting attitude from sales reps. telling me that there was no way for them to know when the items will arrive. Really??? after talking to 3 reps and getting the same answer and attitude I went to the store and talked to the manager who was Simi apologetic when she realized that they'd made mistake and place an order for one and not two.mirrors. So we picked up the one mirror and was given a 15% discount and was told by the manager that she will personally will follow throw which of course she didn't. I called today and the same person Amy who had assisted me and messed up my order by placing the incorrect order quantity just brushed me off and connected me to the warehouse. So I asked for the manager " Bella" and after a while she told me that they had my mirror but had misspelled my name and didn't know who it belonged to. Again, really??? Don't start me on the order I placed for a pair of pendant which I had to cancel last night since no one was even aware of when it was being available again. read more

I usually shop at the Beverly Blvd store and am very happy the relationships I have built . The Pasadena store from the first day has been an absolute nightmare. They are rude and condescending and lack any form of professionalism. From the sales staff to the management. The only reason I gave this location a star is because of the merchandise. But I urge anyone who wants to shop at West Elm to highly consider an alternate location if they want to be treated with any sense of decency. read more

This would have been a 5 star rating had it not been for the phone experience my husband had recently. We came to the store 2 weeks ago and was assisted by Amy she was fantastic...my husband was the one ordering everything...new bed sheets..etc...She was great. We left satisfied and then called back a few days after to order more items...the gal on the phone..her name sounded like Chanel? something like that..kept putting my husband on hold because she was helping other customers? or at one time had to unclog something? Anyway, my husband was pretty patient considering and joked with her about her having to unclog the toilets too?...it was a joke. Anyway when my husband gave her the address to where our items will be shipped she made a comment "Of course you're from..." My husband then asked what she meant by that comment and said to her that he hopes his call was being recorded for training purposes. She said she should just stop making comments before she digs herself in a hole. My husband almost hung up and almost asked her to forget about the order, but it had taken him all this time to finally order it he just wanted to get it over with. I told him to call back and speak to her manager, but he was so pissed he just told me to yelp it...so I am. I was there when this conversation was going on...my husband was not rude..sarcastic maybe cuz he was put on hold more than 5x....anyway...her comment was uncalled for. I think this particular staff needs to go back to customer service training....the comment she made....uncalled for! She shouldn't judge people based on the area they live. This one star review was based on her ignorant comment. read more

Customers are forced to pay shipping if an item is not in store and small enough for customer to take home because they will not ship store to store. Fine, so I purchase many items on the recommendation of the salesperson and some were online because they were not in store. Since I cannot see items in person, I made sure to ask if all items were fully refundable and he said yes. I ended up returning 2 lamps in store and received a return receipt. Upon receiving our credit card statement, there was a discrepancy of about $40. First when I called (and I waited 30 min to get a rep on the phone, but call lasted about an hour), their customer service rep, James, said that the discrepancy was due to the fact that state taxes were not refunded. What?! Wrong. I call back (cause we mysteriously get disconnected) and get another rep (and waited again for another 30 min and on the phone for another hour), who said yes state tax is refunded. Of course! However, the discrepancy is due to the shipping. Fine, but they said they would refund the shipping if it was defective, but if you just didn't like it, then no refund. First, why give me a receipt that says they will refund me the full amount plus shipping and then not do it. Second, why would the salesperson not tell me that my shipping would not be refunded if I didn't like the lamps. I can understand no refunds on shipping, but it needs to be stated, either on my receipt or in writing by the register or the sales person should have told me. Return policies should be clear to the customer. Upon speaking to a supervisor, they refused to give $40 to make a customer happy who has spent thousands of dollars at their store. Seriously? Eventually, they gave me a gift card, a gift card that I have no use for since I'm done with West Elm. I hope that no refund of $40 is worth losing a customer. read more

Love the new location in Pasadena, we really needed one in this area. I stopped by the other day and I wasn't too thrilled with customer service. The person who helped me, seemed like the Manager as she was directing other people what to do. Anyway, she lacks warmth, she acted like I was inconveniencing her. You would think that being a new store, they would be more excited to help and have new business. read more

I love the brand, but this store gets three stars for being a bit disappointing. Smaller than Santa Monica and a lot smaller than Beverly. The room layouts are not clearly specified and everything seems placed here and there for no particular reason. I'm not sure why the bedroom furniture is right next to the housewares, for example. Plus the store is flat, without the split levels of the other locations giving it a Mervyns vibe. The Paseo location is like a simulation of a real West Elm, sort of the California Adventure of West Elms. I can spend hours at Beverly. Here, I just make a quick circle and I'm out of there. Still, I'm glad it's in Pasadena and I'm always happy when I can figure out how to escape the maze-like underground parking. Kudos to West Elm for offering educator discounts. Now I'll have furniture to sit on while wearing my educator's discount clothes from J Crew. read more

Yes the furniture is one of a kind and quality is ok, but West Elm is the WORST company I have ever ordered furniture from. Furniture was delivered already damaged. Return process took forever. At this point I am still waiting for a $800.00 refund from an order I placed 3 months ago. When you call customer service, they redirect you to furniture delivery and they connect you back to customer service. They lost my order for which I used Key Rewards. Then I found out they didn't apply my key rewards but send me a merchandise credit, which means I am still paying the full amount. On a weekly basis (for the past 3 months) I have spent an average of 2-3 hours calling West Elm. Whenever the representatives can't help, they disconnect the call or put you in another loop with wait times up to 45 min. Impossible to get a manager on the phone. I know that this is not an isolated incident as I can hear other West Elm operators/representatives apologizing for things that went wrong. Also, the West Elm Credit Card will not give you a detailed statement of your purchase. Unless you keep your receipts or order only a few items it is difficult to know what exactly they charged you for. And the credit card representatives will redirect you to West Elm customer service....and again you are on hold for another 30-40 minutes. I would only recommend West Elm for in-store purchase (which is almost impossible as they don't have a large inventory of furniture/rugs). No stars from me. read more

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

I wish I could give 0 stars. I ordered thousands of dollars worth of stuff on West Elm - I have never purchased from them before. Two beds, a dresser and everything came in enormous boxes - the kind that you need a service to haul away. 3 days prior to Christmas they came - I paid extra to have them assemble the beds and they left a porch full of Enormous boxes - I wish I could send you a picture as to what my front porch looks like - it is mortifying and so I called and they apologized and I asked if they could please remove this before Christmas Eve when I am having everyone over for dinner and today - it is Christmas Eve - all of the enormous boxes are still on my porch and the woman from West Elm never called me back. I can't believe they would treat a customer this way. I wish I could post a picture (I did send to West Elm) - because it is truly shocking.... Merry Christmas West Elm - you could have had a loyal customer and now I will make sure to tell everyone my story and show my pictures. read more