DO NOT BUY FROM WEST ELM! The worst customer service I have ever experienced, as well asthe worst furniture buying experience. To make sure everyone understands why I am upset, please first understand that I'm not normally a complainer. I really wanted this couch, but: 1) I purchased the large sectional sofa in-store in Sept2017 and expected delivery within 3-4 months, a timeframe that seemed unduly long at time of purchase, but I wanted this couch, so was willing to wait. 2) At no time in that 3-4month period was I ever contacted or updated. Irritated, I eventually had to call customer service to find the estimated delivery date. I was unhappy about not being updated about such a big purchase, but I said nothing. 2) The first delivery date was set for Christmas Day (which is ridiculous, but I am assuming it was an estimate). This date came and went with no contact. I checked again and found the delivery date to be updated to Jan 5th. 3) Jan5th came and went and again no contact from West Elm. Item tracking on the website updated the new Delivery date as Jan8th. This date also came and went with no contact. 4) This is when I began to email to complain about my experience, and was contacted by several people at customer service, many who said they were sorry, but only one person offered to help and to compensate me for my trouble. 5) After several back-and-forths, Christopher E wrote: "I have added your order number to my follow-up folder, so that I can credit you 15% of the order total, because of the inordinately long wait for scheduling and delivery." I was unsatisfied with this discount, and planned to address this amount when the item was ready to be delivered. 6) I was also notified at the time, in speaking to Christopher and Shakira, that the manufacturer was not responding to West Elm inquiries about a delivery date; it took over a week for the manufacturer to respond to West Elm inquires on my behalf. 7) Yesterday I received a call and email that the item was ready to be delivered. Before I could even initiate a conversation about how to address all of the poor service outlined above, my credit card was charged for the full purchase price, despite Christopher's promise. 8 )When I contacted West Elm to address this, Jamie said they would not honor even their initial, feeble offer of 15% to assuage my anger at this entire experience. This purchase has been one of the worst retail event I've ever experienced. When I discuss this with friends and family, they are all quick to say that usually West Elm has outstanding customer service and they are more than surprised at how I've been treated. I tried on repeated occasions to work with them and have no choice but to warn others off from this store. 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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Why offer build-your-own sofa sectional if you can't build your own? I had the most difficult time to buy from West Elm. They offered a build your own set of sectional furniture and they didn't offer the same fabric in all the pieces I needed. Eventually I found the fabric that I liked in all pieces then found out they don't offer it in the size sectionals I wanted. I had spent a lot of time there and went back like 3 times. Got help from the store manager who was very helpful and patient but you really have to be trained at this store to sell their furniture so that you can buy what's right for your house it seems. When I found the right fabric in all the pieces I needed, I was ready to pay, then found out the dimensions were too long and the fabric I needed isn't offered in the smaller size for one of the pieces. Thankfully for all these mishaps, I searched around and found great quality furniture at Living Spaces for the same quality and half the price! I was about to pay $4.5K over the phone then found out the measurements were too big and had to cancel. Shopped around and found a sofa sectional that looks just as nice at Living Spaces for just $2K. I emailed West Elm on Sunday asking about availability and today is Wednesday I still haven't received any response. Also, if I made the purchase today in June, i would have received the purchase in September, 3 months later. Love the West Elm style but they really need to be reasonable and flexible when it comes to "build-your-own". At least allow customers to be able to buy the different pieces needed in the same fabric. I'd give West Elm 4 but because of the trouble I went through I gave it a 1. read more

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

I've recently been on a mission to refurnish my entire apartment, and a lot of the home inspo blogs I follow have featured West Elm furniture. I found a few pieces from West Elm that I completely fell in love with based on pictures I had seen online, so I was excited to see them IRL at this store. There is a parking garage entrance literally right next to the store. It's just annoying that there isn't really a pedestrian walkway. I believe it's 90 minutes free with validation. Remember to get your validated because last time I went I forgot and then I ended up wasting like $6 -.- The employees are all super friendly and helpful! I was greeted upon entry and several sales associates came up to me and my friend as we were browsing the store. Something I've noticed is that West Elm has sales pretty frequently. Make sure you subscribe to their emails + check their website because they discount their products a lot of the time. I lucked out in that I was able to get everything I wanted at a discounted price. They were also nice enough to keep my items on hold until I had enough money to purchase them a few days later. PRO TIP: If you want to save money, buy directly at the store instead of online and have your items shipped to the store. I was considering buying some larger items on their website (dining table + TV stand), and they require you to pay the $75 White Glove fee in addition to 10% of the item price (if the item is over $200). For me, this would have amounted to around $150 for the dining table alone. If you ship to the store (or if they have your product in stock at the store), you are responsible for transporting it back to your place, but you can do it for MUCH cheaper. They recommended me two delivery services, and I went with this service called BuddyTruk which is basically like Uber/Lyft but for transporting large items instead of people. The BuddyTruk driver was able to pick up my dining table from the store, and then delivered it to my apartment for $48! So much cheaper than West Elm's delivery (although I had to assemble it myself because West Elm's White Glove fee is basically a mandatory assembly fee). I am currently waiting for the TV stand and a lamp I also purchased to arrive at the store. I will definitely be using BuddyTruk to transport the TV stand back to my place! Overall, thanks so much to Shakira for being so accommodating and helping me get the best deal on all of my purchases, and allowing me to put my items on hold until I was able to purchase them (I had issues with my credit card so I needed a few days to get things sorted out). In total I saved well over $700 which made me super happy! I definitely will be coming back to purchase more items in the future! read more

Terrible service. Terrible delivery. I ordered a rug online and they would not lay it down saying that it was to close to the sofa. Unless I moved my sofa, they would not lay it down. It wasn't going to touch my sofa. Lazy delivery service. Actually didn't want to even unwrap the rug. Just bad overall. read more

If Crate and Barrel and Pottery Barn had a baby, then it would be West Elm. There really isn't anything extraordinary about it... It has a good selection, but nothing really caught my eye. I roamed the store, and not one staff came up to greet me. In fact, I was the only customer in the store. They were all busy talking about themselves to each other behind the counter section. Nearest Metro Station: Gold Line at the Memorial Park read more

Don't ever expect to receive any kind of credit or refund for items u return to a store from an online order or else you'll be stuck like me waiting over 3 weeks to receive a gift card. Your better off returning your items as "non receipt" because at least then youll receive a merchand credit on the spot. After weeks and hours of waiting on the phone with cs, now after finally speaking with the supervisor who told me she sees all the requests and countless hours I've had to wait to even speak to her told me that she'll refund my shipping charges to a gift card thru snail mail and they will send another credit but has no idea when it will come....as a loyal and frequent West Elm family CUSTOMER, this past experience has made me lose all respect for this company. Absolutely one of the worst customer service and will definitely be my last online order ever again. read more

Terrible experience - placed order via associate in the store, half of order was cancelled due to "incorrect pricing" online, checked and confirmed price I paid matched what is still currently listed online and what was posted on the item in the store. Service reps on phone refuse to assist me. I am extremely patient in these situations but the lack of basic customer service is bizarre for a company this size I never expected that. read more

Went back to this store. This time around we received prompt and courteous service with a smile. The same manager in charge was very courteous and friendly in helping us out. We like West Elm products so we're glad to see the folks working in Pasadena are coming around. Sometimes it's better to buy things direct at the store rather than online especially if you want to see the product in person before the purchase. read more

The customer service at this store has always been outstanding. I have to call out Aaron, who went out of his way today to find us replacement parts for a curtain rod we accidentally threw away--saving us the cost of entirely replacing the rod. Kudos and thank you!! read more

Walked in and there was one other customer and 6 employees puttering around. I walked around several times in need of assistance thinking someone would at least acknowledge me walking around. Nope! Had to ask someone who looked like he worked there for help with a buffet (couldn't tell since he wouldn't even make eye contact and was too "busy" fluffing pillows to be bothered) He didn't seem interested in helping out at all and even said I should just check it out online. What? Sorry you just lost my business. read more

Carol is AMAZING!!! Who knew a return could be so difficult! I ordered an item online and needed to return it. There were some complications with the return process and customer service was giving me the runaround. Call after call. Finally I came to the store to speak with a real person so I could return my item. Carol went out of her way to help me, and she was so cool and calm and lovely the whole time. ((While we were on hold she even gave my dog a biscuit )) This experience has really changed my perspective on ordering online. To go in the store and actually see a real person, to feel the item and really know what you are getting, to support a brick and mortar store that gives jobs to stellar employees like Carol is really important. And lastly, Carol is awesome and she deserves a raise. Or a promotion. Or both. Thanks! Mel & Ellie read more

I can't believe the experience we had here. The manager and employee who sold us our couch mentioned they would be able to help us move the existing one out of the way, even onto the street, but that was pure fiction. The delivery guys showed up, and created a fire hazard by refusing to help - as a result we paid 300$ more to get an emergency haul service to get the couch we had out of there. read more

Hannah made my experience absolutely horrible. I had every reason to return a defective item. She was out to get me from the start-- interrogating me with questions for 40 minutes even though I had a receipt and a perfectly legitimate return. She was sarcastic, yelled at me, told me I couldn't return it at first even though she was wrong, glared at me, and took the entire item apart to see if anything was missing... so unprofessional. Never shopping here again. Worst customer service. She was also not knowledgeable, constantly referring her questions to the manager. read more

I was super excited that this store opened in my area, so I decided to check it out. Right when I walked in all I got were smug looks from the staff and no friendly "hello" or "how can I help you?" I didn't think anything of it at first so I just did my normal browsing around the store. I passed by many employees and I still experienced the same exact looks with no acknowledgement whatsoever. I felt so uncomfortable that it definitely ruined my whole shopping experience that day. After looking at the reviews on yelp, it's obvious that this store needs to improve on their customer service skills and treat everyone that walks in the door with respect and dignity if they want returning customers! read more

Most gorgeous selection of furniture and decor in Pasadena I've seen to so far... A lot of furniture that was unique. Julie Daniel was very helpful and did an amazing job finding me chairs and lighting for our craftsman home . She took her time even though other customers kept coming up to her, she was able to help them as well as continue helping me. Showed us all the pendant lights in the store, and went online to show their catalogue too. I'm very picky and took a long time but finally found the one! She was so nice and patient with me. . Such good customer service and also a good selection of items for every part of your house. Still a lot more stuff online, but definitely the best location I've been to. read more

Skakira at West Elm Pasadena is awesome! I was looking for an item that was out of stock everywhere. She tracked it down for me and made the whole process super easy! read more

Best customer service I've received at a furniture store. The employees here are simply the best. They will help you from start to finish no matter how busy the store is. I love their furniture and bedding as well. They are currently offering some great deals on furniture. Def check it out if you're in the area. I was never a fan of pottery barn because it's too classic but west elms is right up my alley. read more

In my 2 visits here, the staff have been friendly even though they are busy. They took the time to work with me to get the right order and discounts, and also gave advice on what would go together. Jackie is great - she helped us address an error in our order even though it was 2 months later. I was a little worried she would not remember but she gave us her email address and she did remember. The delivery experience wasn't great, but at least the store and staff are good. read more

I was really excited when I heard that West Elm was coming to Pasadena. I spent years driving to the Santa Monica location and then the LA location on Beverly. I purchased a few things from the new Pasadena location but I must admit that it was difficult to want to give the store business because of the horrible attitude from the employees. I recently bought a rather expensive item and then ended up in the LA location by coincidence and the difference in employees was amazing, i.e., the LA location were helpful, nice and attentive. So my one star rating is for the employees and their lack of eye contact, their attitudes (I thought one guy was going to snap "oh no you didn't" when I asked if he could check on something in the back for me). I was also in their Palo Alto store recently waiting for a wedding to start and my wife I were amazed and commented "dang these folks are really nice at this store, they don't even say hello to you in Pasadena." Note to district management if you exist, please initiate an employee training program or evaluate your store manager because I am a big believer that "water finds its own level" so if the staff are like this in general means that they are being hand picked by someone similar in character and behavior. Really sad that I have to write this but come on guys, retail = customer service. Please bring your best and at least try and put on a smile and be helpful because FYI you aren't doing me a favor. PS: another review said "the staff here is allergic to helping people" and I 100% agree with you!!! West elm management please do something about this, its kind of sad that you don't monitor your yelp reviews and gain knowledge from common themes. read more

I had been eyeballing the Orb leather dining chairs for a few months. I told myself I would purchase two after I paid off my credit card. But from time to time I would go on the West Elm site to drool over them. Fast forward to two nights ago and I was mortified to find the chairs were no longer available. I was so sad because I had really wanted the leather version of these chairs (the fabric version is still available). I called the Pasadena store yesterday morning and spoke to Gio. He was pleasant and went above and beyond to help me. Gio checked to see if his location still might have a few chairs left. He did a stock check, and called me back so I wouldn't have to be put on hold for a long time. The best part was when I went to purchase my chairs, they were 20% off!!!! Awesome job West Elm employees! You have one happy customer here :) read more

Buying furniture from west elm is like when you see a really attractive person from far away, but when you get close they actually have really bad BO, a snaggle tooth, and crap quality furniture. My wife and I bought a coffee table about 3 months ago, and we loved it! It was the industrial storage coffee table. It looked simple enough, it was basically a wooden box with copper legs, but a retracting 2/3 of the table would pull out and up so you could put your food/drinks there if you're eating while watching TV or something. Awesome. But within the short time we've used it, despair struck. We always use coasters, but one time I didn't think to was when I had an instant noodle ramen. It was on the table for like 10 seconds before it occurred to me that maybe I should use a coaster for that too. As soon as I lifted the ramen, I discovered a pale white ring that didn't disappear. Sad. The table couldn't even handle my cup noodles, much less my mugs of coffee or my wife's cups of tea. In addition, we noticed that the finish of the table had started to come off in tiny streaks, resulting in what looked like tiny chips on the surface of the table. What kinda quality is this for a coffee table that's over $600?!? We usually just use a moist paper towel to wipe the table, but once or twice I've used a clorox wipe. West Elm's customer service blamed it on that. She said household cleaners can be damaging to the finish, and that all the information was available to me in the fine print of the manual. Cmon man...you expect me to read all the pages of every manual I get? That's ridiculous. In the end nothing was done and we were left with the table. The customer service was polite enough, just...not helpful. For the price I paid, I can't believe this is what I got in quality. A COFFEE table that can't handle a coffee mug or instant noodles without being damaged. And that will apparently disintegrate into nothing if I wipe it with anything other than a damp paper towel. Should I start testing the pH levels of my water to make sure the acidity won't break down the molecules of my table? Laughable. I will not recommend West Elm to any of my friends in the market for furniture, nor will I be returning here. Unless I wanna interview hipster employees on my future book on vegan living. p.s. Jk that's not fair, the people in the store were actually really attentive and nice to me despite what other reviews say. p.s.s. 2 stars because the nightstands that I bought are holding up nicely, and didn't require me to draw out a mortgage to pay for them. read more

Live in South Pas, drove by a few times. Time to go in an look. Customer Service is awful!!! Not one person looked up at me when I walked in. There were 6 workers in there. No smiles no nothing. Did buy something. One worker had to tell another to help me, check out. She rang up my purchase, didn't give me the 20% off for the sale item. I had to tell her, lol.... she said no. I told u better ask someone!!! She did. Got my 20%. Never back again!!! Told my friends an relatives. So unfriendly. read more

*** STYLISH INTERIOR DECORATING *** watched for many weeks as the construction was going on. thought i'd have to wait much longer but i guess they wanted to open in time for the holiday season. love the new west elm location in paseo colorado. it's smaller than most west elm's but has everything you need for decorating your house. the sparkles and warmth makes it difficult to choose which items to buy! i prefer west elm to pottery barn, crate&barrel. will be visiting often since i'll need more things for my home. don't have to drive so far to visit west elm anymore. bonus: 15% off for students and teachers all the time =) read more

Absolutely, without a doubt, the worst company I have ever dealt with. I spent close to $6-$8,000 in one sitting with them and had to order everything 3-4 months in advance only to receive about 50% of those items. Butler tray, nightstand, media console, sofa, coffee table and sheet set all took FOREVER to get her and when they did they were either missing half the item, lost or damaged from not only the warehouse but from the god awful shipping company that is Ryder last mile. Oh and not to mention I waited 3 months for the media console and they completely tagged and shipped the wrong item. So, what do they do to fix it!!! Apologize (of course), issue a reorder which will take another 3 months then say "well discuss compensation upon the arrival of your new products to which I assume I will be hit with the classic "max we can do is 15%". Save yourself and go to CB2, pottery barn or crate and barrel. Heck, you'd have a better time shopping with Wal-Mart. read more

Adrianna from West Elm's solutions line/ escalation department in CYO should be fired. Totally unprofessional, horribly rude and nasty. It's a long custom order sectional couch story--I ordered a couch in January 2018 with a March 2018 ETA. 3/4 of the couch was eventually delivered in May 2018, but they were missing one integral part of it. After many frustrating hours on the phone and on hold and lied to with various West Elm customer service reps, they reordered a replacement missing part in July 2018. Surprise, that replacement missing part never came in. After many (sooo many) more frustrating hours on the phone and on hold and lied to, I finally got a refund on the couch in January 2019, and agreed I would return the 3 portions of it that I received. Someone from West Elm was supposed to be reaching out to schedule the return. I didn't receive any follow up calls or emails about scheduling a return on the partial couch until today, 5/29/19 at 3 pm PST. Adrianna from West Elm called me, and with a nasty attitude off the bat, told me I need to return the partial couch or she would be charging me for it. When I asked to call her back so I could check my schedule, she told me she was in until 5 pm today, and if I didn't call her back to schedule "TODAY by 5 pm" she would charge my credit card on file. Hard to believe I had a 2 hour window to schedule furniture pickup or West Elm would charge my credit card. Hard also to describe how horribly rude and nasty Adrianna was, but I'll try. I asked for her call back number and she sped rattled off the digits, not stopping, even when I said "hold on, hold on, let me grab a pen please". I did call her back around 3:45 pm. When I talked to Adrianna the second time, I scheduled pickup return for 2 of the 3 couch pieces for next week, but explained I wanted to delay pickup of 1 of pieces because I have a family of 5 and was waiting on delivery next month of an interior define couch I had ordered. Adrianna wouldn't let me get a word in, told me that I've had this couch for 1 year now and that "she was gonna charge me, she was gonna charge me, she was gonna charge me" (I think it was about 5 times she said that). I tried explaining the oh so frustrating story of the missing couch piece and why I've had the couch for 1 year now, but Adrianna cut me off every other word with "ok, I'm gonna charge you", "you can't have this couch for free", "ok, I'm gonna charge you". I tried to explain I'm not trying to keep any couch for free here. Since delaying the return on 1 of the 3 pieces did not appear to be an option, I asked to pay for the 1 piece with West Elm merchandise credit and Adrianna said "NO, we can't do that," and when I asked why, she got REALLY rude. Basically said, we can't do that, "okay, bye!" When trying to ask why, she kept cutting me off with "bye!"... "bye!".... "bye!".. It gets better. I was mid-sentence talking, when she said "ok, I'm gonna charge you. Bye! Transferring you to customer service!"--and then she transferred me to a whole other customer service department. Unbelievable. Of course after submitting a complaint about Adrianna with whoever she transferred me to in customer service, I called Adrianna back. I asked her for her last name and her response was "I don't have to give you that!" All I got is that her name is Adrianna in CYO within West Elm's escalation department. She told me the calls were recorded, and that I was rude to her. Ha! Well good- I'm glad the calls are recorded. I really do hope someone with power takes the time to listen to ours. I'm a disgruntled customer here, whereas Adrianna was at work on a call representing West Elm. I thought West Elm had terrible customer service before, but this exchange takes the cake. Adrianna has no business working in any department dealing with customers. read more

This review is for Jayson, a manager who went above and beyond for me on CHRISTMAS EVE of all days. I picked up a desk I'd ordered over the phone, and the stock guy put the wrong box in my car (someone else's desk, he didn't check my paperwork or anything). Did not discover this until I got it home and started unpacking it. I called the store, pretty pissed off, and Jayson handled it very well, and ended up driving my desk to my house in his personal car and taking back the other one. He was really nice and apologetic, and all my anger towards west elm dissipated. Thanks Jayson! If it weren't for you this would have been a lower star review. Also, west elm should definitely have a van on hand, how cheap could the company be? we had to unpack the whole box and put the pieces in his car since the box alone was too big. read more

I went into West Elm yesterday to look at a bed I had seen online. It was extremely difficult to find someone to help me (several rushed past without offers of help) and when I managed to flag someone down they were very rushed and it appeared they were not very enthusiastic about answering my questions. I love the merchandise and so decided to bring my husband today (hoping today would be better and yesterday was a fluke) to look at the bed and again we had the same exact experience. After waiting for about 15 minutes we decided to leave. I believe this location is somewhat new so maybe service will improve and hopefully you'll have a better experience. *3 stars for the merchandise, 1 star for the service -average 2 stars. read more

My wife went in to look at a certain sofa and the male service rep looked at her and gave her a weird look and turned his back on her. No biggy, she continues to look around and received a tiresome snobby greeting by a female who walked by her to help more affluent looking customers. My wife is a professional at the top of her game and can afford to buy on the spot. She went in to look at a chair along with a sofa that she saw and liked in the WE catalog. She left the store after 10 minutes of being snubbed. Not playing the race card, but, she got the feeling that if she were a different race, she would have been treated differently. We decided to buy authentic pieces so they lost out on $3500 sale and lost good customers with a mmc ranch hillside home!! read more

This is a great store. Stylish furniture and a very friendly and helpful group of employees. All the ladies working the sales floor are knowledgable, nice, and accomodating. In my two visits to this store, they went out of their way both times to assist me with whatever I needed. I ended up very pleased with my furniture. Special thanks to Bella for her help with the Carraway table! read more

Extremely rude staff! Total waste of my time. Go elsewhere. There are about a gazillion different furniture options in LA that are better and know how to treat customers who are ready to spend. I went into purchase a few floor lamps and possibly also a wall unit, all in their latest catalog and displayed in store. There were two women working. Both chose to ignore me and focus their attention on another customer. Surprise: they were all WHITE while I was not. I stood around and waited and finally managed to ask one of them about the lamps and furniture. Totally disinterested, she informed me that they were out of stock of everything and nope, there wasn't much I could do to acquire them there. Clearly they weren't interested in selling to me. The vibe was crystal clear. I will be boycotting this racist store. Go to Room and Board or Fairfax or Design Within Reach or Thrive LA or anywhere else. West elm doesn't have a premium on swanky furniture. My first and regrettably last West Elm experience. read more

No customer service. Went in for a bed set and the store was filled with customers but no assistance from the workers. All the workers were talking at the cash wrap talking about personal stuff. I waited for someone to help with a few questions but I guess the associates had better things to do rather than work. I even made eye contact with one guy but he looked the other way. read more

Love the store and atmosphere. Was greeted by a friendly associate upon entry. Browsed around with my daughter and sparked a conversation with Bella. Her extensive knowledge and passion for the merchandise made me feel extremely comfortable there. She became my go to gal throughout the course of the couple of weeks I was putting my place together. Love the store and love customer service and design expertise from Bella. When we're ready for stage 2 we will be back! read more

Having moved to the area recently, we purchased quite a few things from West Elm. We had a problem when a media center was delivered in 2 separate deliveries on the same day because neither delivery service-the local one that delivered part from store and the "White Glove Service" that was delivering from the warehouse -would assemble the large and heavy furniture! I called the store and spoke with Lisa who immediately arranged for Harout, a warehouse employee, to come over and assemble it during his lunch hour. He was amazing and efficient and the customer service from the original purchase with Shakira to Lisa's fast problem resolution continues to be a major plus! read more

Ordered a headboard. Ridiculous!!!! They gave me a phone number to call to setup delivery but they never answer. Two calls from me. Both about 30 minutes wait time before someone answers. THEN they never show up for the scheduled delivery. Another 20 minutes wait time (my call to find out where they are) to find out they ran out of stock & forgot to call to tell me. Now two months later, I see on my credit card statement they did credit me the $379 HOWEVER the same day they credited me, they CHARGED BACK another $379. Now I'm on the phone again -on hold of course- to get my second $379 back! AWFUL business/service practices. read more

Dear West Elm, We made a special trip to your Pasadena store on a Sunday. Google says you close at 7 pm. Yelp says you close at 7 pm. Apparently, however, you actually close at 6 pm. Please update Google and Yelp so other customers don't waste time and parking money. Thank you! read more

I will not reiterate the reviews from others, yes, "furniture is one of a kind, quality is OK. West Elm is the WORST COMPANY". Believe every one of those comments. Their Customer Service will keep you online for 30-45 minutes and you will get different answers from each representative that you speak to, but that's only the beginning. West Elm and is affiliates (i.e. Pottery Barn, Williams Sonoma etc.) have joined Comenity Bank for all credit card services. I fell for the promotions when I purchased several pieces of furniture through West Elm. According to the West Elm credit card, I would receive "10% back in Reward Dollars or 12 months special financing on purchases of $750 or more". In addition,"Your welcome offer of $50 bonus Reward Dollars is already in the mail". I opted for the Reward Dollars, as I was going to pay off the balance immediately. I paid off the balance and never received another statement from Comenity Bank. However, I received several emails from the bank stating that my $50 dollars was in the mail. I contacted them and received an answer that they had 6 weeks to respond. After receiving a total of 12 email stating "it's in the mail", I called. The first representative accused me of stating a falsehood. The second stated that I received the bonus with my statement (but I paid it off and never received another statement, the 28.74% APR is ridiculous). The third told me that I had to make another purchase and that the credit gets attached to that purchase. The fourth said that was an old promotion. I said that it has no date attached to the offer. I asked to speak to the supervisor. That person was very nice on the phone. She said she understood my problem and was sorry for the way I was treated. For the fifth time I reviewed the situation and asked "what happened to the bonus". She said she'd take care of it, and promptly read me off the Rewards Dollar code to use for my purchase. I was a happy camper thinking it was worth the time. Days later I received an email from West Elm for "Cardholder Exclusive!" A $15 OFF your next purchase. It was the same code that I received from the supervisor. So Comenity Bank got me to shut up and go away while cheating me out of $35! Please rethink all of your options before choosing their credit card option for use at all of the affiliates. read more

Love this store. Fairly affordable and stylish furniture. But, the reason for this review is to commend salesperson Lily, who helped us with a sofa, suggested various techniques to maximize discounts and got us a killer deal. We visited the store, hoping to look at a couch we intended to order online. After the first visit, we were ready to buy the couch online, but returned to the store to support the brick and mortar location and make sure we wanted it. We sought Lily's assistance again and we were incredibly fortunate to do so. She saved us over $1000, by suggesting various techniques. Lily rules!!! read more

I really love West Elm, I really do. The aesthetic, that is. They have beautiful pieces, but I really can't recommend this location. I bought a rug during their 4th of July sale a few weeks ago. They were having a huge sale and were doing an extra 20% off sale prices, but it would be final sale. I purchased a cream 5x7 rug and I unraveled a bit of it take a peek at its condition and all seemed fine. I didn't fully unravel as the store was crowded and it would have been an inconvenience to unravel this rug in the middle of the store with a bunch of shoppers milling around. Fast forward a couple of weeks later and I'm moving into my new home. I go to unravel the rug and the rest of the rug was FILTHY. It was literally dark gray from dirt in some areas and it was obviously a display rug. Look, I get that they're trying to unload rugs at a discount and some may have some flaws, but it needs to be clearly labeled that some were store displays so buyers can be fully cautioned. I don't think it's so much to ask to walk into a store and expect a new rug, especially as this isn't an outlet location. Now I literally have no idea what to do with this rug as cleaning it will very burdensome considering it's so dirty. What a waste of money. Don't come here. read more