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

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

James is the MAN! I called 5 min before closing time about a price adjustment and he was soooo patient, apologized for the mix up and is calling customer service for me to get an adjustment for my online order!!! It doesn't get better than that folks! read more

Staff wasn't very helpful. We drove 4 hours looking for an item. They had us wait 20 min while they were "looking" for it. When they finally remembered us they thought someone else had already notified us they did not have it. I asked another member of the staff if they could please call another west elm considering we had travel that far to ask if they had that item and he refused! He gave me a speech about why it's better if the customer calls because they won't keep them waiting. In other words " no my time is too valuable" Bad customer service I would say. Hands down the least Helpful staff I'ved ever encountered at a west elm. read more

Terrible customer service. I did my research and found a duvet cover on their website. When I went in I was told they no longer had any in stock. I asked if they had any pillows or other merchandise in the same the color as what was available on the website. The sales associate couldn't be less helpful. I then found a different duvet cover that was packaged and not on display and asked if there was any way to see what the pattern looked like, as you couldn't see from the way it was packaged. The associate dismissively told me to "google it" for a picture. Wow. I was about to walk out when I walked past the sale section and saw THE EXACT DUVET COVER I ASKED ABOUT. How difficult would it have been to walk ten feet across the room to check? Grrr.... read more

West Elm in Pasadena is amazing! One person, their General Manager Kimberly M. is a absolute Gem. She has been there for my Fiance and I countless times to defuse some very difficult situations with the West Elm Warehouse. I can't begin to recommend her for her thoughtfulness, careful attention to detail, and personal touch. She has made our bad experiences with the company turn into great ones. It's rare to find someone that takes the time and really means what they say. Kimberly, didn't even know us and immediately treated us as friends. If you are going to shop at West Elm, come to Pasadena because the entire staff is friendly, helpful, and extremely professional. With good comes bad so here is my qualms with West Elm in general: Ordering furniture online with West Elm has been a difficult undertaking to say the least. We have waited as long as 4 months to receive a couch we ordered last year. In addition, we have lost precious time because the "white-glove" delivery decided to make us their very last stop on their route. They were over two hours late. The only reason I have written a five star review is for their Pasadena Staff "Kim" and team for making our experience worth it. Thanks for listening. :) Update: We had to return our couch because of broken subframe & legs, the buttons are popping out when sitting down on it... Poor craftsmanship. read more

West Elm - Mid-Century Console, Large, Acorn - Furniture Stores Near Me - Pasadena, California

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5 star based on Holly's performance today who must be one of the hardest working gals i met while being in the interior design ( Modiano design ) business ! Holly was on her break when i ran into her at the store. I am working on a big project. I needed a lot of different things and i just started talking to her, she stopped her brake and without even punching in she started to help me , she dragged rugs around for me to see and helped load my truck. I spent more than 3 hours there... dropped close to 5G on small things and not once did she seem to be rushing me or being frustrated. The whole experience was beyond 5 star because of her hard work ! Everyone else was also nice , but she is beyond your average sales person. Will be going back to this store just because of her . The store is nice , it deserves the 5 stars. read more

I wanted to see a bed that I've been coveting, along with some fabric samples. The store wasn't crowded, and they were following Covid protocol, wearing masks and staying distant. Vanessa, the Assistant Manager assisted me. Even though they didn't have the particular bed I was looking for in stock on the floor, she was really patient with showing me options on their computer, and going over the sizes etc. I appreciate that she wasn't pushy at all regarding a sale. She was a good listener and gave me great suggestions and feedback. When I'm ready to make the purchase I will definitely contact Vanessa at this location. read more

Firstly, shout outs to Chantal & Chuck for going far & beyond in helping us with customizing and ordering our sectional! Even though we were there on a Sunday evening around to closing time, the friendly staff did not rush us, but instead really tried to help make our experience a pleasant one. Thank you guys for all of your patience, and excellent customer service! Price: $$-$$$ Service: Polite, helpful, genuinely nice, and non-pretentious Would I come back? Certainly! read more

Really nice furniture store in Pasadena. I'm so glad this one opened so I don't have to drive to West LA anymore. If you're familiar with West Elm at all, they make nice quality and stylish furniture....but you're going to pay for it. Granted this is furniture that'll last you a lifetime. It's very much a quality thing. I love the mid century styled furniture that West Elm has at the moment, really unique, tasteful and very well made. My visit to this store was great. I love that they have a lot of couches available to sit in, since if you're going to pay that much for a couch, you want to make sure it's comfortable! I did wait a while in line to ask a few short questions, since one of their cashiers was busy helping a customer pick up several furniture orders and the others ringing up other customers. The General Manager, Kim, answered my questions and was extremely friendly once my turn came. I docked off one star since they don't carry a lot of items that you can find online (only so much floor space). I'd recommend calling ahead and seeing if they have a specific item or fabric swatch ahead of time if you're going to make a big trip out there like I did. read more

West Elm - Show floor - Furniture Stores Near Me - Pasadena, California

Had amazing service on Saturday around noon at the store. The staff worked in concert to help me out. Most of the stuff I needed, needed to be ordered and they were very patient to make sure it all got ordered correctly. Great store. Great service. A rarity in today's retail! read more

I had a terrible experience with multiple associates and then eventually the manager (Vanessa). Instead of proactively working to find a good, mutually beneficial solution, she just kept parroting the same line that it was store policy that she couldn't exchange an item that I didn't have a receipt for despite the fact that I brought everything in with tags on them. West Elm has terrible customer service in general, and the Pasadena store is indicative of this. I'm an architect and I plan on taking my business and those of my clients elsewhere from now on. read more

[Edit: Just reading thru the other reviews. Excessive delivery dates and poor customer service seem to be common complaints. Glad it's not just me.] Absolutely THE worst. Tried to get a bed frame late last year--it was back-ordered for 6 months. Ordered a coffee table in December for a Feb 10 delivery to the store. Delivery date has been pushed out twice since, so I cancelled the order and got a refund. Staff is slow and unhelpful, including one girl who is just downright rude and disrespectful. Last time I'll ever shop at west elm. read more

West elm is completely overrated! No worth the money or the time that you have to wait for their items, sometimes 2 to 3 months! The customer service is nonexistent and useless, their system is flawed and they can't find your orders. All of their furniture is made overseas either Vietnam or China. West elm and pottery barn are the same company . When you call their 800 number & ask to speak with a supervisor it takes days and when you finally get someone, they are extremely rude and stupid. We expected better after spending over six thousand dollars in their furniture. read more

Wow. I literally left this store at 7:30pm today because zero person greeted/asked us if we needed help. After walking around the store, my kid hits his head on the edge of a glass table and gets a huge gash on his eyebrow. He starts crying and my husband and I attend to him. Before anyone starts blaming us, our kid was not running, he was on top of a carpeted area, yes it was raining so there may have been some slippery parts on the floor, but he was most definitely on top of the carpeted area. He later told me that he didn't see the glass table (maybe due to transparency?) - obviously not a child friendly store but the one star is for the fact that no one helped us when we went in, and especially after the incident. I think we could've walked out the store with a couch and no one would have cared. Wtf. No hi, no hello, no are you okay? We came in here wanting to pick up a few things after seeing it online and because half our house is furnished with west elm furniture but tonight is seriously making me rethink our purchasing options. read more

I order online a bed frame was delivered ripped and returned immediately. Had been calling March, April, May, June 25and June 28. With all this calls and hours spent every single time customer service says we took care of it and you will see the credit in 2days. NEVER HAPPEN until today after an ultimatum is given. Sad . read more

First of all- I work near the West Elm on Beverly Blvd and go in there quite often. I recently moved and had A LOT of issues with orders I placed online and would go to this location for help. While they were helpful, they basically just did their job. I had a custom sofa ordered back in January and when it arrived it was definitely not the same filler I had ordered. I have spent 2 weeks dealing with quality control and really got nowhere. UNTIL- I went to the West Elm in Pasadena- Jackie not only had a brilliant idea, but she solved my problem! Her manager James was awesome and her associates Chantal and Harout were so kind and helpful! I am forever grateful that this team turned a not so great situation into perfection. Thank you for not only doing your job, but going above and beyond to try and fix a problem. THANK YOU!!! read more

Though I do love west elm this store has the worst customer service, they could care care less if you just spent a load some of money customer service is missing at this store horrible attitudes don't want to be bothered your better off just ordering online instead of dealing with these people I've come in here too many times and have had awful experiences I'd rather pay the shipping fees. read more

I live in Portland, OR and was in Pasadena visiting my family. My mom and I popped in to West Elm looking for a sectional sofa. Lisa was there to help. We found the perfect stuff for my Portland home. We decided to order in Pasadena and ship to PDX even though there is a West Elm right down the street from me, I'm not sure why we decided that, maybe it's because Lisa was so awesome? Anyways, we came back a few weeks later, she remembered us, what we bought what we liked, what we needed...all of that! She was FABULOUS....go to West Elm and ask for Lisa! read more

Prior to Covid people seemed inspired by their ideas. I am dismayed what was a 5 is a 2 on interesting choices, fun ideas. Pottery Barn and West Elm don't surpass Wayfair. I will wait for all material deliveries if correct and 5 times these storms have been of base. Meet the moment by truth. Thanks read more

Dear "B" -- Thank you for leaving this lovely note taped to our media unit when we picked it up this evening. After spending thousands of dollars at three different stores in your God-forsaken company only to wait nearly two months to get our shipment in, this was really the icing on the cake! Is this the kind of labels you put on boxes in your stock room?! What kind of other inappropriate messages do your employees give each other about your customers? This speaks volumes about your company's ethics, or lack thereof. As far as we're concerned, the real "liars" in this whole thing is West Elm for their false advertising of the time frame for their shipment. From the previous reviews, clearly we are not the only unsatisfied customers. If we can wait for MONTHS to get an item that was clearly fully stocked in your warehouse the day we placed our order and made payment, the least you could do is wait ONE MORE DAY for us to get a bigger vehicle to transport our furniture. This company, this store in particular, exemplifies a complete lack of professionalism and appreciation for their customers. B-- I sincerely hope you get reprimanded for your poor judgment. I feel sorry for you. Not only are you miserable moving boxes around all day, but you're sloppy and incompetent! This behavior is completely unacceptable and will not go unreported. That is definitely not a lie. read more

West Elm - Dear "B" -- Thank you for leaving this lovely note taped to our media unit when we picked it up this evening. Asshole. - Furniture Stores Near Me - Pasadena, California

We love love love west elm stuff but the drivers service on over 6 items has been like dealing with hell on wheels. They are so unprofessional and completely have no integrity. West elm chooses not have any control or power here so they can say "oh sorry that is just the delivery company issues." Worst customer service ever! 1 piece they put together before bringing it up and it didn't fit in the elevator, then they had to reschedule for 5 weeks later. 1 piece they came at 7am for an office delivery after we confirmed twice we couldn't be there. 1 piece was not installed or put together and they never came back to put it together even though we paid for this service. The list goes on. We are exhausted. We will never use them again and it's a shame because retail wise it's great. managers do nothing. So sad. read more

West Elm - Don't get delivery we have now had 5/7 have problems. We are done! - Furniture Stores Near Me - Pasadena, California

They have great stuff but I've walked in here in multiple occasions and had no one approach or offer to help me so I just go down the street to crate and barrel and spend my money there. Done it twice now read more

This review & 5 star rating is really meant for Lisa- I cannot believe how wonderfully she treated us. She helped us out in purchasing a beautiful table. I won't go into detail here but it was not a standard sale, and Lisa did everything in her power to ensure that we would be the most satisfied customers- and we are. Lisa, they don't make 'em like you anymore, and west elm is soooo lucky to have you representing them. I will continue to return here only if she is the one working with me :) read more

I've traveled to the Santa Monica WE to shop so have had very high hopes since this store opened at the Paseo. The store itself is lovely and the staff are friendly. That said, I'm surprised that the management is still working out the scheduling. Yesterday, Martin Luther King Jr holiday, the store was severely understaffed. When I arrived there was one person ringing and a couple of customers in line. By the time I was ready to check out 20 mins later, there were two people ringing and a dozen of us in line. Waiting in line for 20 mins, midday on a holiday Monday is unacceptable. If the store wants to succeed, someone needs to pay closer attention to staffing. Also, if I have to order something while in the store because the store is either out or doesn't stock it, a $25 delivery surcharge + $15 in handling charges is ridiculous. The store should have the power to override one or both if the situation warrants it. read more

A nice West Elm with huge storefront windows that let in a lot of daylight which makes the shopping experience pleasant and is really helpful when looking at colors. Staff is really friendly and very helpful. Even though it was Black Friday weekend, the store was tidy and well laid out. read more

This review is only for Mitra. I visit the store often and when I see Mitra she greets me and is helpful every time. Her positive attitude is a plus! Her willingness is help (not all employees are) really stands out. Thank you Mitra for always providing a wonderful experience. read more

I LOVE West Elm. I spend a lot of my paycheck at West Elm. I work right across the street from this West Elm... Unfortunately, I would rather buy stuff online and pay for shipping then go in to this store. I have tried a fair amount of times to give the staff a shot. We all have bad days - the store gets busy and there are not enough associates to go around etc etc. But the employees here are just not very nice and not very helpful. Go to another one or stick to online ordering. read more

I don't normally write reviews for furniture stores but I do have to say this Pasadena location West elm is a hit or miss. I had a few questions before making my purchase today and the cashier seemed to be short and almost annoyed with my questions on pricing. I have also been to this location with super helpful people helping me. It can go either way. I went home and purchased my items online instead. read more

I would give 0 stars if I could. This review is for a purchase made on westelm.com. I purchased bedsheets in fall of 2019. In early 2020 due to prolonged delay on the order I canceled the order and returned matching pillow covers. In order to make this happen I made many phone calls. Today 3/15/21 I talked to west elm because I had a charge that was incurred on my credit card. According to the representative the cancelled order was processed and she could not process refund. Now I have a charge on my credit card more than 1.5 years later for an order that I cancelled. The representative then forwarded me to a "supervisor line" without anyone answering. HORRIBLE customer service. read more

The customer service was terrible. I had to wait in line at the register to get help after looking for someone on the floor to ask. The woman who helped was short with me and condescending with her answers when i tried to clarify her response. She was sarcastic when I asked where the loading zone was because as far as I could see, there wasn't any open spots to park and when I pointed that out, she had no advice and acted annoyed with me. I love the furniture but was turned off by the service. I did buy something and the man who helped me put the furniture in my car was great. read more

The slowest store ever! Customer service is trash! It takes them 30 minutes to take a stuff from upstairs to pick up area. Very disappointed! read more

Disorganized, came for a particular swatch on their website. All the searches are suppose to be available in their store but not the one I was looking for. Staff not helpful either, she just gave me the numbers to call at the other stores when she should have called herself. read more

Knocking off one star for this one time when the staff wasn't too nice. She didn't smile and looked irritated when she was placing our order for a dresser. All other times we visited, the staff were helpful and nice. The furniture looked beautiful here. We purchased a roar and rabbit 6 drawer dresser. However, the drawers would get stuck and did not glide smoothly, so it had to be exchanged. Their customer service representative was really nice and made it easy to exchange our item. Now, we are enjoying our new dresser (Reclaimed Wood + Lacquer 6-Drawer Dresser). The drawers are working properly as expected. Thanks for making sure we are happy with our purchase West Elm! read more

This review is for Aaron. And Aaron's manager so he knows how lovely and helpful Aaron is. Some background: I furnished much of my apartment with West Elm items (No, I'm not a MONEY MACHINE with a Tesla and 3 iPhones and an assistant named Josephine, I'm just really good at spotting DEAL$). I love their products' casual elegance, the mid-century design elements that are understated but still add depth and character to my space. I bought most of my apartment stuff online, but for nine months I didn't buy kitchen chairs because 1) they always seemed too expensive and 2) it was a convenient excuse to not invite people over for dinner. But months passed and I changed. I blossomed. I went from happily eating dinner on my couch to wanting something more from my space. I wanted to cook for people, and didn't want them dropping their slop on my white West Elm Rug. I knew that this new phase of life needed to be ushered in with dining chairs, and that those dining chairs needed to come from West Elm. So I went to the Pasadena location of the store and learned that they have a whole section dedicated to furniture that is either on super duper clearance or has been returned in good condition that they re-sell at a discounted rate. As I was perusing this treasure trove, Aaron helped me identify different options for my dining chair purchase. He trekked to the back of the store and back at least 10 times for me. He looked things up on the store's computer. He weighed the pro's and con's of the chair options with me, and offered his expert 2 cents. He was so helpful that I ended up buying a new side table, a vase (beautiful opalescent $19.99 described by a friend as looking like "something that you could only hope to inherit from your grandma") and two comfy chairs that have breathed new life into my little dining corner, which now doubles as a craft corner too because chairs open up possibilities, people. Who knew? Aaron did. That's who. A few months later, something insane happened. My bed frame (mid century modern frame, purchased at west elm in december 2017) broke. How'd it break? I'm not going there, it's not Yelp apprope wink wink wink. Regardless of the causation, this relatively new sturdy bed-frame collapsed, with the supporting middle beam completely cracking in two. We ended up using my personal library to support the mattress (literally the best use of my English major to date) and I called Aaron at West Elm the next day. I figured that he had my back last time I went to West Elm, and that he would again this time, quite literally. He immediately got to work looking for a new middle beam for me, and arranged for it to be shipped to Pasadena from Michigan or Wisconsin or whatever. It meant a lot to me and was some of the best customer service I've experienced in a long time. So, thanks Aaron and West Elm Pasadena! I suppose I could ding a star off for my bed collapsing but that's not Pasadena's fault, I blame that on corporate/the installer. read more

Came in on Thursday around 7:30pm. 2 employees behind the cash register chit chatting with each other, looked at me for a second and went right back to their conversation. Not one hello or welcome, not to me or to other customers that came after me. Small store, was there for 20 minutes. I can always ask the store employees if I have any questions re: store items so that's not the issue. Real issue: be professional and nice. Case in point - I spend less than 1% of what I am going to spend here at In N Out and their customer service is something that you guys should aspire to. Really need to train your staff right. read more

The customer service is so bad it's just not worth the cute stuff it might look like the have. Stay away, maybe they'll change their no price adjustment policy and maybe they'll hire competent employees. read more

After reading the other reviews, it appears I'm not alone in my experience. Came in to buy two swivel chairs. They had one on display so I was happy to be able to check it out, sit in it., etc. Had the same trouble others had getting somebody to help us. Aloof was a good word used earlier. Come to find out, they have none in stock and was told to order online (which would involve $100 shipping). I asked if they can be shipped to store so I can pick them up, but no, they don't do that. I can only have it shipped to my house, they don't do shipping to store. On my way home I called the store on Beverly to see if they had the chairs. Nope, none available in the entire district and they're backordered until March. Called customer service to see if they could either ship to store, or waive the shipping fee since none of their stores have what they're showing in the showroom. All I got was Nope. Nope. Nope. Basically, West Elm will do NOTHING to accommodate a customer. I guess their showrooms are just that, a showroom. Don't count on anybody being willing to help you get something, it's like you're bothering them. If you see anything in the store, just figure in the cost of shipping if you actually want it. I don't know how they pay the rent telling everybody to buy online. The Pasadena store lost a $1200 sale instead of trying to help a customer. The customer service line lost a $1200 sale instead of waiving shipping. It's only a matter of time before they join the ranks of other defunct stores with this kind of customer focus. read more

New West Elm store! Most important thing to note is the location. It's on the west side of Paseo closer to old town by Marengo and facing Colorado between BJ's and El Cholo. The store itself is like any other West Elm store. Lots of furniture, decor and what not. If you're into mid-century style furniture, this is your spot. It's only one level vs the two level one on Beverly. A limited selection on display overall, most notably in the kitchenware section compared to Beverly for me. Not sure where they'll put a sale section though - that's always my go to spot I checkout. The store made the most of the space putting as much as they could without making it a hazard and still have ample walking space. Couldn't leave without buying anything so got myself a soy candle. So excited this place is finally open! read more

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I came very frustrated by the process of purchasing online at West Elm, but Julie at the Pasadena Store definitely changed my mood. She took the time to show me a few dozen items from storage and on the computer , helped me pick and order a lamp, walked me through the online check out process and my experience was so positive that I decided to buy my new couch at west elm. While my overall customer experience at West Elm online and in their NYC store had been sub par (hidden fees, long delivery delays, stressed out and dismissing employees) I MUST say that this store, and in particular Julie D. has been exceptional in handling my dissatisfaction and turn around my experience. And since I love the West Elm designs I'm not going to withhold from buying from them anymore. read more