Sure, everything looks beautiful when you're browsing. Clean lines, trendy tones, the kind of aesthetic that whispers, "I have my life together." But once that sleek $2,000 couch gets to your living room and starts sinking like a sad bean bag after three uses, the illusion fades fast. The quality? Absolute doo doo butt. There's no other way to put it. Cushions collapse, joints wobble, wood scratches if you even think about using it. And don't bother reaching out for support, they vanish faster than your paycheck on West Elm's website. It's like customer service gets beamed into another dimension the moment your card is charged. In this economy, where every dollar counts, the fact that West Elm charges luxury prices for furniture that feels like it's held together by vibes and wood glue is wild. Even if you have money to spend, that doesn't mean you should be throwing it at furniture that won't last a year. You deserve better than wobbly chairs and flakey finishes. At the end of the day, West Elm is all style, no substance. If you want furniture that holds up to actual life and not just your Instagram feed - look elsewhere. read more

This store is gorgeous! It's on the 16th Street corner of the Ice Blocks complex. My first time in and I was just browsing and looking. All the employees were very friendly and nice. The store is big and bright and fully stocked with modern furniture and home decor. Their aesthetic is classy and cool. They also had holiday items - dishware and decorations. Definitely stop in!! read more

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Located in Ice Blocks. I love that I can order my items for pick up here and there's a pick up order parking section on the street!!! Don't have to go looking for a parking spot because it's always packed there. It is a very busy plaza with food, groceries, dessert, coffee and a brewery to enjoy. The employees are always so helped and nice. One place where I don't see employees hating their job. Always smells great in there and I love checking out their little sale section. It is never busy so you can enjoy looking at stuff in peace. Beats going to the Roseville Galleria. It a higher end store, so I recommend trying to find items online for pick up, sometimes there's discount codes online that's not in store. read more

Jan 15th 2025 we purchased Imogene swivel club chair from West Elm in Sacramento ca. We went to the store, tested numerous designs and finally placed our order. The staff was very helpful. We received delivery of the chair Jan 24th, 2025. After sitting on it for a few weeks I noticed a little puckering of the fabric where it wrapped the arms. the padding also seemed thin on the arms and the back cushion was very thinly stuffed which as time went on became less tolerable. We took the back support pillow into the store and explained the problem. They told us it would be replaced in about 6 weeks. We are now going on 6 months. We continue to get emails pushing the replacement pillow out to October. In the mean time the bottom cushion has started to hang over the frame of the chair. I would have to say the quality of workmanship is very poor. With Shipping it care to over $1000. I am ready to find an upholsterer and get both back and seat cousin redone. We will NEVER buy another piece of furniture from West Elm. You would be better off spending a little more and looking somewhere else for furniture. read more

Don't buy the Industrial Storage Pop-Up Coffee Table. The top stops closing completely just weeks after getting it and continues to get worse over time. Customer service is very nice about it, but won't do anything... with the excuse that "As our return policy is typically 30 days as we feel that any defect would show it self in that amount of time". I don't want to return it... i want your furniture to last longer than a month. Anyway I love West Elm style... but i won't be shopping here any longer. Found a video of the exact problem. Others are having it as well: https://www.youtube.com/watch?v=xUiBPFVnJV8 read more

west elm - Stopped laying flat 2-3 weeks after purchase and keeps getting worse. - Furniture Stores Near Me - Sacramento, California

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I absolutely love and adore West Elm! I was so excited when they opened a location in Sacramento, and I've been a loyal customer of this location since they opened. Are used to enjoy shopping them online, but being able to shop in store of course is so much better. The history of how west elm was created has always intrigued me, and I will share with you that The woman behind the creation of west elm is a design genius. They are now part of the Pottery Barn family, and have been for sometime. West elms downtown Sacramento location is simply fabulous. Their displays are clean lines, and yet warm and welcoming at the same time. It is one of the best home decor locations in downtown Sacramento. I love that they often have what I consider to be a perk, a sale area where some of their fabulous pieces have been slightly discounted, so I feel like I'm always getting a steal of a deal. There is something about the way the store flows from one vignette to another, making it easy to shop for each and every room in my home. I sometimes go just to look and get ideas, inspiration, and the ability to plan my next room makeover. Customer service is great, and you will not have sales people hounding you and trying to be overly helpful when you're merely enjoying a private shopping experience. It's almost like walking through the library. You're left alone unless you need help. It makes shopping here perfect. read more

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Beautiful store. So many nice pieces of home goods. I love their rugs. The staff is very friendly and go out of their way to greet and assist you. Parking is on the street. Don't forget to feed the meter. There are public restrooms in the back. Right before you enter look left, there is a clearance room with some amazing deals. Also they decorate their bathrooms with their goods. It's a great example of what you can use in your own. Also look closely at their displays, they tuck sale and clearance items in their standard displays. They welcome you to walk on their carpets, sit on the furniture and see if they are what you are looking for. read more

My boyfriend and I just randomly walked into this location to browse if there was anything we wanted to add to our home. Well what started as us just looking into new bedding turn into me wanting to redo my living room! My boyfriend made a comment of liking a couch set and a sales person was close enough to overhear our conversation and come in to answer our questions. But they didn't stop there, they helped us pick out a fabric to our liking and tested the colors for in store lights/natural sunlight. And because we could see how it would look like in different lighting it helped us narrow down our selections. They were also able to give us samples of tue fabric and print out our top selections with the final prices to take home and think about it. So now I can go home and review my options before I make a final decision. And I was told that the shipping fee is a flat rate so I should add in all the other furniture I was thinking about getting before I make my final purchase. I did actually get what I came in for to. I was looking for specific bedding but they weren't currently in stock at the store. But that same sales person who helped us with the couch also was able to order the bedding I was looking into and have it shipped to my house. All round I felt accomplished and ready to redecorate my house. read more

Ordered 3 bar stools, however only two arrived. Were told that if the third doesn't arrive in a few weeks, we need to call again and they'll reorder the third chair we paid for a month ago. The presumption being that it's the customer's time and labor that's required to repair their failures to uphold their part of the transaction. Similarly, we ordered pendant lights on clearance, and not until you've entered all the information to complete the online purchase does it reveal that the lights will be delivered in January 2023 - more than three months later. Customer-centered businesses would offer something - a discount for a future purpose, something, to amend for their failures - instead, they require more labor and time by their customers. We'll purchase elsewhere in the future. read more

BUYER BEWARE!!!!! We bought 2 Harris Sofas. Custom order. This is the first time we have ever purchased furniture from West Elm. When they were delivered, they looked beautiful and everything was fine. After sitting on them for a day the fabric started to buckle. No joke. One day. Also, the foam would not bounce back when you would get up from the sofa. After four or five days of owning the sofas, I contacted West Elm, and they have agreed to replace both bench cushions. We went into the show room and tested out the sofas. They seemed fine. The sales lady said that they were commercial grade good quality very supportive and used in commercial spaces. I specifically mentioned my size and needing a good supportive sofa. She said these would be great. I specifically asked about foam density and she said these would be great. I am a part-time interior designer, so I know the questions to ask when I'm buying furniture The new cushions should be in next week. However, over the last six weeks that I have sat on the sofas, I have noticed a constant back pain. I don't know what is up with this foam, but its like they stuffed the sofas with cotton balls. There is absolutely no support. I'm not sure how the new bench cushions are going to do, if the foam is going to be any better, but now my back has gone completely out. I've had to go to the doctor and now I am on pain medication and had to take a week off work. My back hasn't gone out in 10 years. I cannot sit on or lay or on these sofas because they offer absolutely no support. Over the last 19 years my husband and I have owned four homes and we have bought 17 sofas from a myriad of manufacturers and I have never had a problem like this. HORRIBLE!! When the new bench cushions arrive, if there is no issue, I will amend this review. I have no issues with their customer service. I had no issues with the delivery of the sofas. The customer service was fine. I will say, however that I don't think the sales person clearly understood what it means for someone to need a very supportive sofa. To be proactive. I have already reached out to an upholsterer to get quotes on getting the foam replaced if the new bench cushions are not supportive. It is going to cost us $1100 to have a new really good supportive foam put in. read more

west elm - Look at the height of the foam on the far left and far right versus the middle. Completely smooshed down. - Furniture Stores Near Me - Sacramento, California

Thank you Karina for the great suggestions on duvet covers, and for your help today. Reilly appreciated. See you guys soon! read more

We bought our counter stools here a few months ago to be delivered early December. Today we walked in to ask if we can switch payment methods before delivery. We were told to call customer service. Fine. My advice is simple - treat your customers kindly. Don't act bothered and inconvenienced by a simple question. Our goal was to continue supporting the brick and mortar location, but with this type of attitude, it's very hard. read more

I ordered several items, both in the store and online. If it is something they can ship to you it will probably arrive in a reasonable amount of time. However, if it involves having it made and then delivered to you, you likely will never see it. Well, in all fairness, if you were willing to wait upwards of a year you would probably receive it. Their logistics are a mess. Don't believe the estimated delivery date! It will be constantly moved out read more

I went to the West Elm Sacramento store last spring upon recommendation from a friend. I liked the furniture and service. I'm about an hour away and needed to measure my living room. The sales person suggested that a promotional credit card for 10% back for furniture purchases. I felt the sales person deserved her sales credit for helping me and that is where the good experience took a turn. Ordering and getting the sales person the credit was a nightmare and delayed the order. I bought about $5k of furniture and nothing was delivered on the dates I was given. At one point a late delivery showed up with half a couch??? Half couch delayed, entire couch delayed. Coffee table delayed. Counsel delayed! At every stage and over 15 phone conversations although everyone said they would follow through and get back with me... no one did. I chased the same order from spring to fall. They wanted their payment but did care about delivering the product. Total clown show. I recently ordered a end table and a Breville oven. Neither has shown up. Yep it January. Don't order on line unless you like to chase your order. read more

Was so excited to get the email from West Elm letting me know that this location was finally open! So dropped by on my way home from work. Located in the Ice Blocks building complex, the storefront faces R street right on the corner of 16th. With high ceilings and beautiful displays, the layout is spacious and allows to browse quite easily. Owned by William Sonoma, the decor caters to the more urban and younger set in my opinion. Subdued hues, retro mid-century modern looks accompanied by textured (the latest is velour BTW) pillows, I am a fan. The prices - while they won't break the bank - IKEA this is not. I couldn't find prices on some of the items but it is probably because they had just opened. Looking forward to coming back here to see how this store evolves and when I come into some money. read more

Very bad service. I ordered a dining table, four chairs and a bed from this shop around May 20. It is expected that all the furniture will be delivered to my home before June 21. I contacted the store many times, and the store staff told me that all my furniture would be delivered to my home on July 30. It's July 30th today,and they just sent my dining table and chairs. They forgot my bed. I called the shop and they said no one could solve my problem and then shop manager try to help me. The manager replied that she would call me by 5 o 'clock today to tell me why my bed was missing. It's 8 o 'clock now. She still hasn't returned my calls. If the manager doesn't want to return my calls, please don't cheat me. The poor service of this brand is shocking. I will continue to follow up this post to see if this manager can solve my problem. It's a suck shopping experience. I will never buy this brand of furniture again. And I will tell everyone around me to stay away from this brand. I was very disappointed. read more

west elm - So bad - Furniture Stores Near Me - Sacramento, California

We had amazing service from Veronica and another young lady. My husband and I finally decided to bite the bullet and move up from a queen bed to a king and have been trying to decide what we might like. We we entered here and found THEE ONE! The prices are amazing. It was originally $1300 but on sale for $979. Even better we got an additional 20% off from another offer they were running! The bed frame is nice because it doesn't require a box spring it has built in planks so you don't have to have such a high bed for some of us shorter people. The reason we got this bed is because our new little one. It will be low if she ever wants to crawl into our bed when she's a toddler, super comfy headboard so if she's standing she won't hurt herself since it's all upholstered and soft. Also it has just an awesome look and especially love the brass pegged legs on it. So happy we came in here after months of hesitation to begin shopping in the first place. read more

Kim Anderson, the GM of this store is a terrible human being. Never in my life have I ever been treated as rudely than by Kim. I used the design service to furnish my entire house. I ended up spending around $20,000 on new furniture at this store. I asked the designer who purchased my products to purchase the All state protection plan on my couch. 3 months pass and I finally get a text saying my couch is ready to be scheduled for delivery. As I take a look at the invoice I notice the protection plan is not on the invoice. I give west elm a call and they tell me they will look into it and give me a call back that day. 2 days pass and still no call. I called the store back which is when Kim answers the phone. She already knew who I was and how I called asking about the insurance. I ask her why she never called me if she knew what was going on. She begins yelling at me and telling me there is nothing they can do except cancel the sofa and reorder it which would lead to an additional 3-6 months of waiting. Kim Anderson and the designer who screwed up by not adding the insurance, I hope you get fired. read more

It's great to have a store location in downtown Sacramento. Very much like the Roseville location it is really not a place to buy furniture, bedding, or decor but instead these are really just showrooms. I buy mostly bedding and decor items but it's highly unlikely the size and color you need will be in stock so instead I use the store to get an idea of what I'm buying before placing an order online. Shipping is expensive especially if you buy clearance so I would have hoped in store pick up would save me the trip to Roseville but their inventory is much smaller and free in store pickup only works if it's in stock. So 9/10 times I end up having to drive to Roseville. My advice is also not to order in store. Take note of what you like, wait for it to go on sale and order from home. It's always better to place your own order at home even if you like the price and the item. Having the store do your order is a waste of time and more difficult to track the status. The associates will try and get you to order in store (for things that are going to your home) but it's always caused problems and literally takes twice as long plus there are errors every time. Lastly the reason you want to see the item in person is because Williams Sonoma (parent) does not allow customer reviews on their website so you have no other way to know )when shopping online) if you're going to get something that looks like the picture or any other opinion except west elm's read more

Finding and purchasing the furniture that we wanted was a breeze. Getting it delivered, however, is another story. We were unable to receiver the item on the date it was scheduled to get delivered so we arranged to get it delivered at a time that worked for us. However, the customer service representative was unable to arrange a new delivery date for us and placed the item on hold. She also informed us that we would receive a call when the scheduling department is ready to set a new delivery date. That call never came. I decided to contact the number provided on my confirmation email and from there, I have been bounced around from one customer service agent to another, including their delivery department, and each time, either they could not locate my order number or unable to make changes to the delivery date. I contacted the store & spoke to the manager who then provided me with a number to call, which was of no help because the person on the line was also unable to schedule a delivery date for me as well. I was transferred to a different customer service representative who informed me that my order has not been re-routed to the delivery company yet, which is why they could not locate my order, and that the process would take about two weeks before we can choose a new delivery date. I was on the phone from 11:34 AM until 2PM dealing with this ordeal. This is stressful and unnecessary considering we paid a hefty amount of money for our furniture. By the way, if you ever need to cancel your order, they will not reimburse you the delivery fee despite the product never making it to your home. read more

Lovely furniture, but can we talk about the crappiest customer service from the ladies at the front desk? The customer pick-up guy at the back was friendlier for God's sake and apologized for their rudeness. He needs a raise because he raised our experience to a 3 star. I mean, for the price that one pays for their pieces you at least expect a little more friendliness and amicability. Maybe it was because we walked in with sweats after the gym,but they seemingly act as if only certain clientele deserve a certain kind of warmth or respect. This wasn't on a busy day because frankly this store is never busy,so no excuse. Yes we can afford West Elm even with sweats on and melanin. Tip: say hello and greet your customers before asking why they are here or "did you already pay for your order? Can I see your receipt?" Beautiful store,and staff should reflect that. read more

If I could provide negative rating I would. Ordered a chair in August eta of 6-8 weeks and gave us a delivery of October. Then got delayed to dec/Jan. Call for update and they only offer to cancel it. We called the store and they confirmed the product was to ship and deliver in Jan/Feb. The date changes to April/May and I call the store and then informed it was in transit. Week later, eta changes again and then We were told there was a fabric quality issue. Attempted to cancel due to all the delays and reported issue. Now told we can't cancel because it's custom. Confused? Me too! West elms customer service is the worst! They never tried to offer any support or help to make it right. I strongly urge anyone looking to order from west elm to look elsewhere. Support a business that actually cares. West elm just doesn't care. read more

I really, really, really wanted to give this company a chance after a good ordering experience with Vincent at this store location. This review echoes what a few others have mentioned about the sheer lack of service with deliveries. Without going into the boring details, West Elm will have been to my home 8 times for 3 orders due to broken furniture or address errors. These issues made me concerned about the quality of products and quality control, but I pressed on because a) we wanted the furniture and b) we needed the furniture. After the last delivery screw up, I called Vincent who passed me on to his manager, Kim. He assured me she'd get it all straightened out. After about 5 days of no word from her, I called twice today. Her response was to blame the "hub" on not responding to her, instead of following up with me just to let me know she was working on it. I've had it. Such a waste of time on the phone, in-person, and via email. Think twice before ordering with this company and their sister companies. Oh! And here are the dirty handprints left behind on my wall after their "white glove" delivery service and the garbage they left behind in my driveway. read more

west elm - White glove delivery - Furniture Stores Near Me - Sacramento, California

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Do NOT buy furniture from West Elm!! While everything looks nice in the showroom, the problems start once you order something. We bought thousands of dollars in furniture from West Elm, and every single order was screwed up. Legs that wouldn't screw into nightstands, damaged rugs, nursery chairs lost, and bed that was delivered without legs!!! You would think their customer service would be on it to handle defective merchandise, but NO!!! You need spend time with emails and phone calls to get them to fix their own mistakes!!!! After doing some research online, it turns out that this is the norm for West Elm and not the exception. Maybe they are growing to fast and do not have proper systems in place. Maybe they don't hire qualified people. I don't know the answer, but I do know that buying from West Elm is not worth the stress and time it takes for this company to simply deliver you a piece of furniture you paid a lot of money for. read more

I love the product and customer service here. A bit pricey for furniture quality but still worth the experience.

walked in to return things and Kimberly, the "manager" was extremely rude. we approached the employees with a question and she was just gave attitude. everyone else in the store was so kind and welcoming-except her. some manager you got here west elm. she was no help. read more

Do not purchase if your order will require delivery. Save yourself the trouble. I regret ordering so much. They work with the worst delivery company to ever exist. I am okay with waiting on an item for over 6 months. However, it's the uncertainty of when and IF you ever will receive your item that's frustrating. The delivery changes every single time you ask or call to inquire. There's a lot more to be said, but in short avoid any West Elm if delivery will be needed. read more

My wife and I placed a large order with multiple pieces of furniture back in September. They will not deliver your order until they have everything in their warehouse. This makes it difficult because their delivery dates keep moving. You will not know for sure until the furniture arrives at your house. We have not received anything 3 months later. They only charge for items when they are shipped so you have to keep a close eye to make sure you are not overcharged on any individual piece. We were told they had our couch in stock 3 months ago just to find out today it is now back ordered until January. The two stars are for the in store help they provided during the design phase. I don't think I could order from them again in the future due to the logistical issues. read more

I was greeted by a friendly sales associate as soon as I entered the store. I also had a very knowledgable and friendly design consultant help me out in the rug department. I have no idea what some of the other reviewers are complaining about. This store has a beautiful lay out in the perfect location with free parking. It's super clean and organized and the staff are friendly, knowledgeable and helpful. What more could a person ask for? read more

I'll preface by saying that I love West Elm. I have quite a few of their products in my home - mainly purchased online. But when I went to brick and mortar at R Street today, their costumer service was crap!! No one approached me asking if I needed assistance when I was obviously looking at a sofa...literally staring at it for 10 min!! I had to initiate interaction by asking for a tape measure and interrupted the two staff who were just chatting away. And the store wasn't too busy. I was ready to purchase a sectional, but I guess I had too many questions that they just simply stopped helping me and started greeting other customers. Yeah, if I'm spending 4-6 grand a on a product, damn straight I'm gonna have questions and request to see fabric swatches. Going back to being my own customer service rep and make the purchase online. read more

Their stuff is quality, but the delivery service they use is terrible. The shipping date I received was actually the date they would ship it to a 3rd party service, who had limited time slots for delivery and then just didn't show up. Called both the service and west elm...neither would take responsibility for the lack of information or communication. Only buy what you can pick up and fit in your car yourself. read more

The delivery of all items in an order leaves a lot to be desired. four dining room chairs ordered, 2 shipped and delivered . no one knows what happened !! supposedly the two chairs had to be reordered and someday they will be delivered. ‍ wish me luck. read more

. Customer service is key to the success of a new store, the parking is difficult so this will have to be a selling point for customers to drive around in circles before giving up. West Elm has great mid century modern flare at amazing prices and they highlight community artisans whereever they are located. With more time, training and support this store is going to be a great addition to the ice Block development! read more

west elm - Furniture Stores Near Me - Sacramento, California

We went into the store on 11/30 to place an order for the expandable table https://www.westelm.com/products/frame-expandable-dining-table-walnut-h4914/?cm_src=AutoHpRel and was told it would arrive in January 2020. Just received an email that it won't arrive until the end of May 2020 due to the supplier being back ordered. The experience in the store was fine, sales were friendly and efficient, but waiting 6 months for an order is ridiculous! They need to ensure they have a better relationship with their suppliers to support their customers. And they are still marketing that table for sale, with no warning about the long wait for delivery! read more

Great customer service! I came in shopping for a couch on a busy holiday and Erica did a fantastic job of making me feel like I was the only one there. Her efforts won me over and I left a happy new couch customer. So excited to have West Elm in my backyard now! read more

Love this store! They were so helpful in finding me the perfect sofa and area rug for my living room. Michelle was awesome. She took the time to look a photos of my space and help me with design choices. In the store she pulled every swatch and was very upfront about pros and cons of different fabrics. Definitely recommend! read more

This West Elm location store #6236 has the worst customer service. I have made several purchases because I live in the area. Today was my last time patronizing this store. The store manager "Julie Quesada" was incredibly rude and ill equipped to manage the Ice Blocks location. There were four staff members during my ten am visit, Julie was doing paperwork at the counter. There was only one other guest in the store and I was still made to wait, she was curt when I asked questions, and unable to complete my transaction appropriately. When I asked her for the Store manager and corporate number she gave me the customer service number. Unfortunately, because it is the Friday before a major holiday, I will have to wait anywhere between a week and 14 days to get her mistake corrected. Today was by far my worst experience! read more

Went in twice, the first time they followed me around and asked me if I needed anything. Once is okay but 4 times in 2 minutes?!? Ridiculous. The second time I really wanted nice dark bed sheets so I waited around for some help and watched them help several customers who came in after me. I even made eye contact with some guy who just looked annoyed that I would even look in his direction. I was dressed casually but I didn't look like a bum! I don't get it. Guess my kind isn't welcome here. read more

Before I got married in November, me and my fiance ordered six chairs and a kitchen table in October thinking it would come in just in time when get back from our honeymoon. We were told the chairs and table would be delivered in mid November, after we called them couple of times finally someone picked up. They told us our order was being delivered at the end of November, we got the chairs but the table never arrived. We called them again and again, finally someone picked up the girl on the phone said it is on back order and it's coming December 12, it's already January 10 and no table we had to celebrate Christmas and New Year's on a plastic folding table. Couple days ago we called again and they told us it's coming in March in FREAKING MARCH! Dear future customers if you don't want your time waisted or your energy drained and your Christmas ruined, don't shop at West Elm. read more

I went around the store two times and was trying to get some advice for a dining set that fit my kitchen style and the employees don't approach you if you look like you have no money (yes granted I was in gym clothes on my day off and of course I have money I mean come on it's WEST ELM) I was really disappointed in the customer service but it's midtown I guess, if you don't look white and right you get no help. The stuff inside is great but definitely wont be recommending or returning again to this store. read more