Was meeting a friend in San Ramon and we decided to meet at the City Center. I wanted to check out the West Elm and I was so glad I did. The store looked beautiful and bright and everyone was super friendly! One of the designers started chatting with me and got some great ideas for my living room. Will definitely be returning again to purchase. I will say, the parking is way easier at this location than some of the other Bay Area locations. Great store! read more

west elm - Furniture Stores Near Me - San Ramon, California

San Ramon West Elm must be prettyyyy desperate when it comes to hiring people their employees. Horrible customer service. Walked basically throughout the whole store before being helped or even greeted. Wanted to buy two things that they had in back, but waited over 20 minutes to finally have it brought out. The idiot in the back took the piece out of the box and couldn't fit it back so he had to take out the foam to keep the item secure from breaking since it's fragile. Actually handed it to us all haphazardly like that and expected us not to notice. Moron. The only nice employee in the whole store was the Asian woman working last night who made small talk while we waited for our item after she finished ringing her own customer up. The one who helped us with our item (if you can even call it help) left us feeling like we were bothering her just because we wanted to buy something and was such a buzzkill to do business with. My god, it's not like we are the customers...some friendliness and not hating your job so much would go far! The WORST of the bunch is the blonde old hag working at the register. Did you miss your customer service training day or are you just that miserable all the time? I also wonder if she treats white customers like a this as well or if she's just another racist of San Ramon. Literally impossible to ask a simple question on an item without being left feeling like we are the one being ridiculous! I'm sorry, but aren't YOU the one that should be knowledgeable on your items? I don't care how many times a day you are asked how much an item costs. So any damn question I ask should be fair. It's sad how many people come through this store and have to deal with such awful, soul-sucking employees of West Elm. Ruined what could have been such a nice transaction and experience. Personally love West Elm furniture and stores but your employees and their customer service need help. Badly. Their bad attitudes and disgusting demeanors have no place in this business. Avoid them at all costs. read more

Tom is great! Needed to see a dining table in person and didn't realize this location existed. Came on a Sunday (11/28) and several greeted us but Tom was the one that seemed to grab my attention. He just had a welcoming vibe and fortunately he was super knowledgeable with the 1000 questions we were throwing at him pertaining to the table, chairs, benches, swatches, etc. His opinions felt real and unbiased Happy I ended up at this location over Emeryville or San Mateo; he was super helpful with our whole buying process read more

I'm not sure how such a great brand can tolerate such a horribly arrogant staff. Obviously, my experience is NOT an isolated experience. Nor an isolated day. It's the standard here. As per other reviews and my personal experience. These people are so blatantly comfortable ignoring, dismissing and most importantly, just outrightly disrespecting their customers. I think the positive reviews are definitely the minority and the rare day where the customer caught a "good" employee on a "good" day. A customer should absolutely not have so many similar experiences as attested in these reviews. Proof there's a common denominator here. An acceptable and tolerated behavior and attitude within this store. A shame, as there are no other local storefronts. No one should have to tolerate this type of behavior. Especially on a continuum. I would NEVER speak to or treat ANYONE the way this staff does their customers. I hope someone in the upper WEST ELM level of corporate reads this and does something about it. If not, then there stands the root problem! Bottom line...treat people the way you want to be treated. A Fundamental life skill. read more

I'm a fan of the style at West elm. I never liked the mid-century style furniture in the past, but now my taste has changed. It has personality, but it's also clean and hip. I have never purchased anything here yet... but when we have a new home, you better believe I'll be here frequently. Fun location as well. read more

See all

Terrible customer service. They are very rude! There is a particular sales person by the name of Hollie and everytime we go to the store, she is so rude and throws attitude without any reason read more

I bought the "Simple Bed Frame," and it was delivered in January. It had a faulty piece so they sent me a second bed and expected me to "put the bed together and put it the bad parts back in the box." The second bed had the same issue. When I contacted customer service for a refund they declined my request stating that it's outside the 30 day window. They expected me to rebuild a bed, rebox it, UPS it back in 30 days, during a pandemic, when I am school counselor with things super chaotic as we engage in Distance Learning? Wonderful. Bye $400. read more

Home Stylist Review---- Michelle Vanhille. Had a great experience with her, she was patience and went through pricing and available for an Andes section. Helped us pick the right fabric/color for our preference. 5/5 stars specifically for Michelle. read more

Poor quality products, bad customer service! Although their products look modern, beware of this store. We bought a cake stand that was broken. When we took it to the store they could not help as we had lost the receipt. One of the associates, with some authority, told us point blank it is our fault to not check and return in time. Unfortunately it did not help that it was packed direct from factory. Lesson learned. Stay away and buy from stores who care about their customers. We have found Target to have some better quality stuff or we get it from Crate and Barrel that has excellent things. read more

So far I'm not impressed with the delivery situation. First of all I was not even able to choose pick up. Then when they schedule you, it's a 12 HOUR WINDOW! Then they only tell tell you your smaller window on the day of delivery. And if that doesn't work for you (it didn't for us...you must wait 5 more days to reschedule.). Absolutely NOT customer friendly. read more

This store is running a scam. When i placed an order online, their employee Hollie called me and persuaded me to cancel the order so she can place the order through the store because (i) it keeps them in business and (ii) they can be the customer service if there is an issue. True to form they messed up the order royally. I was charged for an order in Sep that was due to be delivered in 2 weeks. They delivered half the order. Now the sexond half has a vague date by Nov which keeps getting delayed. Clever because now i cannot reject or return the half order i recieved. When i reached out to the store for help, the manager Michelle blatantly states they never placed the order through the store but they are willing to help me!! The help she rendered was reading out the same piffle available to me on their email. Beware. This store charges for products they cannot deliver to pay employees who cannot do their jobs. It is one thing to feel bad for employees of brands who screw the wmployees too. It is another to deal with a store management team that 'change facts' from the top down. Little wonder their line associates feel empowered to do the same. The joke- i got a survey about what my experience with Holli assisting me in placing the order was even though they now distance themselves. I am reporting them to the requisite state authorities for the illegal charges and scam they are running. How is this different than a phone scam? Somene please elucidate me. They have no customers and they have no service and they have no products to sell..yet they charge ur credit card. Go to restoration hardware. Still golden service. A JOY! read more

Whatever you do don't buy from West Elm if you want your furniture in a timely manner. I ordered my sofa 14 weeks ago & still nothing. They say they told me on 12/31 on back order LIE! I called on 2/4 & was told 72 hours someone would call me back. LIE! I have been on phone today for 2 hrs been transferred 3x for no additional information. I am being told nothing they can do & no clue when my furniture will arrive! I am hosting a going away party on 2/28 & will have no furniture for my guests! read more

Walked in here not too long ago with my boyfriend looking for new flatware and etc. When I walked in, there was no greeting, 2 Asian female workers at the cash register just looked at us, then continued on with whatever conversation they had going. I literally had to walk up to them, wait for eye contact, then ask about where the things were located that I wanted to purchase. The response I got was "well they're on display over there" and a pointed finger... super disrespectful, don't work in customer if you don't want to service customers is my best tip for the both you! read more

Ordered a couple chairs in April of 2021, with expected delivery July of 21. That was going to be a long wait, but I decided to go ahead with the order. Well, July came and went with no communication from the store or company. I called and discovered that the delivery was now estimated to be October. I asked for some sort of compensation, like waiving the $150 delivery charge, since I would now have to go out and purchase other chairs to tide me over. I was told "No." Then October came and went, again with no communication. So then I call and am told January of 2022, a full 9 months since the order was placed. At that point I asked to cancel the order but was told "No," I could not do that. I am normally a pretty chill person and I get that there is a supply chain shortage. But this delay is extreme, and to never once have contacted me with an apology, let alone any sort of compensation, is atrocious customer service. This is not some low end box store. The stuff here is not cheap. I expect better service at such a place. It's like going to a restaurant with good food, but the waiter dumps a pitcher of ice water on you and does not say anything or even bring you a towel. I will not be going back, and I'm not holding my breath for January either. read more

Once again, West Elm postponed the delivery date. Wow.. Called CS and wanted a refund. Initially I was told I can not cancel it. Excuse me? You don't deliver and you don't want refund me either? The CS lady was very nice and she did talk to her supervisor and eventually they agreed to refund me. Wow.. West Elm, way to go. read more

Don't buy from this store/ company . I never had such a bad ordeal with any company in my life. The designs are great and so is initial customer support. But be aware , you will be buying something that they can't deliver even after a year. Long story short we bought a dining set close to an year ago. We received part of the order and rest of the chairs never arrived. We waited patiently all the holiday season but from last month we are pushing due to an event at our place. We even asked for a loan on couple of chairs or sell another model available on shop floor. The answer was no , because they are supposed to keep on floor items to show for new customers. Well as a business you can't fulfill orders for customers who bought furniture an year ago but you still want to lure more, not sure what we should call such business practices. By the way we were given some of the industry's best options! One option is we can place an order again (and wait for another year or two I guess). Another excellent option given to us was, we can return the original set to store (haul on our own and loose shipping charges of course). That's how West Elm/ Williams Sonoma rolls ( This is a company with 8+ billion in revenue in 2021, up 22% from 2020) so future customers you decide how you want to roll. read more

This 5 star review is for Aadi, the wonderful West Elm employee and design extraordinaire! We came to West Elm, overwhelmed with all the furniture options and how to incorporate furniture/design with a limited amount of space. Aadi came to the rescue with incredibly thoughtful design recommendations, initiative to measure out our hypothetical space with a ruler, patience to answer our million questions, problem solving to look up different furniture options/colors and reformatting furniture pieces together, honesty (with great tactfulness) to disagree with less preferred designs, and creativity to draw out our floor plan and recreate a similar version at the store. There are so many other helpful things he did that I'm not mentioning, but I'm just so glad he came up to us at the store to offer his assistance because me and my bf were able to walk out of the store feeling much more assured, excited, and confident about our West Elm pieces. He stated he wasn't a designer, but for someone with such great perspective and customer service (oh aaaand he's studying design in school) he is by far the best designer we've encountered. And we've been speaking to many designers from many stores this past month so that says a lot. Thanks again Aadi!! read more

WORST furniture store to buy from!!! They are so uneducated with measurements and customer service!! Before I went into the store I contacted them by phone to let them know that I'm coming in to purchase furniture...They advised me that there are designers in the store that can help me pick the right Sectional for my space. I went into the store to buy a Sectional and took pictures and measurements of my living room with me so when I make that purchase they will sell me the right Sectional. They had the 30% sale going on so that was a big discount I got on my Sectional. First when I walked it I Specifically asked for a designer to one of the employees that was walking around, he said "well I can help you." So I showed him pictures of my living room and how I want my Sectional to go. I told him that I wanted a sectional with a Chaise. I also told him I wanted to chaise to be on the right hand of my living room. When he put everything together and went to ring me up he added a left-hand Chaise. So he messed up on my order. I was told after I placed the order that I was unable to change the order. That was very disappointing due to the fact that the furniture store messed up my order! They should have fixed it without a problem! Not to mention the furniture would come in at the end of November, That's a 2 1/2 month wait! When I called to speak with the manager about my issue I was told she was busy with another customer. I understood and gave my name and number so she can call me back. A male employee ended up calling me back (he wasn't a manager). I told him I preferred to speak with a manager because of my issue and all he kept saying was "I can help you." I Gave him a chance to help me, He had me on the phone for one hour and 15 minutes to tell me that the refund will not be processed for 7-10 days. So this being on my credit card, I have to wait to reorder the Sectional. And now wait even longer than two and a half months for it to come in. I was also told I couldn't get the 30% off because the sale ends tonight. I don't have room on my credit card to order another one because the other one can't be returned for 10 days how is that my fault?!?! They Should be able to honor the 30% right away! The store messed up my order!! A manager never contacted me back like the employee said she would! He also took my ID number and the last four digits of my Social Security number over the phone! To get my credit card information! I was told you're not supposed to take someone's ID number or last four numbers of their social over the phone! I don't recommend WEST ELM to anybody! When you're buying new furniture for your home do you want to feel comfortable with your purchase. read more

Update after 2 months. We are still not received full refund from West Elm after two months. 1. West Elm customer service: We called them many times. Every time, they said, they sent us gift card for refund (they can't refund to the card. I don't why). After two months, we are not received anything yet. They promised to send us the tracking number, never got it. West Elm is a company never do what they promise. Another funny thing, their customer service will disconnect your call if they can't solve your problem. They said, they can't talk to customer more than half hours. 2. Don't apply the West Elm credit card. This credit card bank will not help customer at all. They will close your case right the way. The 10% cash back is useless (they store sales will told you a lot of good things if you apply it). read more

Nice display and friendly staff, some more experienced than others. I bought a lot of furniture and accessories from them. The customer service in the store is much faster and easier than on the phone. read more

We bought dinner plates and different types of bowls at West Elm last year, and pretty much most of them chipped in no time. For the price, the quality is truly bad. Maybe some people buy dinnerware for fashion but I tend to want to keep mine for at least 10 years. Ended up going back to Crate & Barrel for plates etc., which were the same price, some cheaper, as they have been keeping very well. Sadly, this experience keeps me from even considering buying furniture at West Elm, as I have lost faith in the quality of their products. read more

Great location!! Friendly staff and love all their stuff. They also have free design services which is nice to utilize.

Very attentive and helpful staff. Was greeted and helped right when walking through the door which we hadn't been getting a lot of during our furniture shopping journey. Ordered two great chairs and some bar stools. We were going to get a couch as well, but wasn't thrilled with the limited fabric choices and over two month lead time. Just expected a little more options when ordering such an expensive "custom" item. read more

Ordered an ottoman. Received WRONG ottoman that came with NO legs Nice job west elm read more

it was horrible expirience. i come back in that shop few times. 1 visit was in Palo Alto.. i found sofa and wanna buy it. Seller told me waiting 1 week or 2 and add me to waiting list. and after i just waiting) and thats all. nobody dont let me know what sales already gone... 3 times i was in San Ramon store. left my phone number and nothing)) and today they just let me know what yesterday was 30% and now promotion is finished ...Worst customer service in my life. 1 star for all who work in that place read more

Very bad customer service.Orders don't arrive during shipping window and they never update you in the status even when shipping window has passed. Will never order furniture from them. read more

We purchased a small table and custom chair. We took the table home with us and paid for delivery of the chair. The chair arrived as promised. Very pleased with the furniture and the customer service. read more

Worst customer service experience I have ever had with a company. I purchased an area rug and the salesperson misquoted me free shipping when in fact it was not. She could not back it up nor was the management willing to do so. The added insult to injury, the rug was lost and never showed up. If you ever have to deal with corporate customer service they experience get's worst. Refused to refund me for my shipping and customer service lady can only communicate with the leadership team on the computer. You will never get management on the telephone. This store and company as a whole should close down as they have terrible employee training and poor customer service. The customer does not matter to them. read more

Other West Elm locations, the staff are usually rude and no where to be found but this location is the opposite. The staff here are ridiculously friendly and helpful. If you're going to go to a West Elm store, go to this one, it'll be worth it. Especially if you are having issues with your order (which, tbh, usually happens with corporate West Elm), if you come in, the staff here go above and beyond to try and help you. I rarely give a retail store a review, but this place deserves it. I felt bad for them though cause they were trying to help me on a cancelled order I didn't get refunded for and the internal service agent kept on purposely hanging up on them multiple times when asking billing questions! How rude. I couldn't believe their own company would do that to their own employees. Luckily, they called the 'public' customer service line and they were helpful. I think the internal assistance line should be more respectful to its fellow employees as they are also dealing with customers. Either way, thanks to the in-store staff for being patient, friendly and helpful. read more