Rude customer service, they deserve a one star if not for their product. 99.9% of the time you come in here , no one greets, and everyone is in their world, and every time you go out of your way to ask a question they are short and rude. Today I called in for an item to be placed on hold for me, gentlemen was nice enough to place it, I came in and my "item on hold" was no where to be found. The only thing what brings me back is the style of their product, otherwise I wouldn't consider returning. read more

I visited their new store in the Ice Block area of Sacramento today. I was quite excited to finally get the chance to see the store. As my friend and I were walking up the stairs, just feet away from the entrance, we were dismayed to see loads of trash: empty cups, discarded napkins, containers of mustard and ketchup, as well as tags from some of their outdoor displays, strewn all over the stairs and directly in front of their store. When we walked in the store, there were NO other customers but we observed 5 employees killing time by fluffing pillows. When we nicely mentioned the garbage to 3 different employee, each of them informed us it "wasn't their job" to pick up trash. They said there is a "crew" whose job it is to pick up trash. The employee were very snotty, disdainful and condescending in their response to us! We responded that it would make a better impression of their store and neighborhood if the employees showed some pride in the "curb appeal" and cleanliness of the surrounding area. I'm not saying they needed to walk up and down the block and pick up trash but, come on!! When it's all over the entrance of your store, and some of it is your own tags that are contributing to the litter, and when there are no customers in the store and all you're doing is fluffing pillows....needless to say, I will not be returning to their store. I am very disappointed that a store in a potentially lovely area has such a disdainful attitude towards the neighborhood they inhabit and towards the concerns of their customers. read more

My partner and I visited the store this afternoon looking for a couple products. We walked about the store for 25 minutes and were passed numerous times by staff and not one stopped to ask if we needed assistance. Then, I lowered my mask for a second to scratch my nose and a bitchy little female staff member rudely yelled at me from across the store to pull up my mask. When I apologized, she blew me off with a rude retort. I've worked in retail in the past and if I had acted that way to a customer I would have been fired on the spot. Obviously, she and the rest of the staff have never received any kind of training in customer service, let alone know what the definition of customer service is. No matter though, this location NEVER has anything in stock and yet they ask you to place an order in the store so they can look good to corporate. After the rude encounter, I proceeded to go across the street to Crate and Barrel which had everything I was looking for IN STOCK and provided excellent customer service. They even said hello when we first entered the store. Wow, West Elm you could take a lesson. read more

I have been a fan of West Elm for many years, mostly shopping online or in Bay Area stores. Unfortunately, my experience with this store is making me reconsider buying any furnishings for my home. I recently visited this store and ordered (through an employee, online) two pendant lights, bulbs, cords and conversion kits. I had a West Elm gift card that I was not able to apply to my order, because after the employee tried to swipe it a couple of times, she simply said, "The machine isn't working. You can just bring it with you next time and use it." Meaning, she wouldn't be trying to apply my gift card balance AND assumed that I would be back in the store to spend more money at my "next" visit. Fast forward a couple of weeks, I receive my order that she placed and had to return to the store to return an extra cord that she had charged me for. While in the store, I asked her to check my gift card to see how much was on it. She said that it was not possible to check the balance and that I would need to do it online, myself. Nice customer service. I returned the extra cord and decided against giving this store any of my business. There are plenty of retailers online that would be happy to have my business AND provide a better level of service. As for my gift card, I find it very hard to believe that your store doesn't have the capability to check the balance on it. It was given to us by a dear friend as a "congratulations" on our new home, knowing that we love West Elm. Very disappointed that we couldn't even use it with our recent purchase. What a waste of money on their part. And what a shame to West Elm. Lastly, I called your store about 35 minutes ago to check whether the display pendant lights are for sale. I've been on hold ever since. West Elm, you will no longer be getting my business, nor will I be recommending anyone I know to shop there. Horrible service. read more

Customer service is not a priority for everyone here. I spent quite a bit of money in this store and was never notified that my merchandise had arrived. After waiting a few weeks, I finally called to confirm that my items were ready for pick up. When I arrived, "Heather" was rude and treated me as if I never purchased the merchandise that I was picking up. If I did not need those items, I would have returned them and took my business elsewhere. read more

WARNING: DO NOT BUY FURNITURE FROM THIS COMPANY! READ ALL LOCATION REVIEWS, AND YOU WILL SEE (EMERYVILLE, ETC) I would leave 0 stars if that were a possibility. I could never imagine receiving customer service this poor anywhere, let alone a company that is associated William Sonoma/Pottery Barn, etc. My initial contact with store associates at the Roseville location should have forewarned me what I was in for, because it is clear from the beginning that customer service is not even on this companies radar. I called regarding a coffee table, and the associate assured me several times that it was in their warehouse, but she would call me back in the evening to again verify that the item was on hold for me. NO call was received. The next day I call back only to be treated like I was inconveniencing them by trying to make a furniture purchase. I finally speak to the woman from the day before, who is now telling me that the table is NOT in fact in the warehouse and that they are unable to order it to the warehouse for personal pick up. I should have known then and there that there are SERIOUS issues with this companies policies and customer service. I eventually tire of talking to unhelpful associates and order the table online, and pay $70 for shipping and delivery fees, instead of being accommodated. Had I read West Elm's YELP reviews, I would have NEVER purchased furniture from this company, and I NEVER will again. I was told I would receive my coffee table almost a MONTH after the date of online purchase. I was sent an email stating a delivery time would be scheduled and I would get a call from the delivery company to set up a time. Day before rolls around with no call by 5pm. I called the customer service team and they stated the table would be delivered the next day between the hours of 12-6pm and we would get a courtesy call within a half hour of delivery. Next day rolls around and still no call by 5:30 PM. I reach out to customer service again who said the delivery truck is 45 min away. Within a half an hour we get a call saying the truck is TWO HOURS hours away, meaning the table would arrive around 8 PM. Needless to say we never got a call regarding the delivery, or LACK THERE OF that night.  Fastforward to the next morning, and we have been dealing with literally over THREE HOURS of combined wait times and calls with customer service trying to find out what happened with our piece of furniture. Getting disconnected and transferred to the storefronts and back and forth with NO RESOLUTION. This kind of customer service is completely unacceptable and I have never had such a poor shopping experience in my life. I WISH I COULD SAY YOU GET WHAT YOU PAY FOR, BUT THAT IS NOT THE CASE WITH THIS COMPANY. Nobody who has made a furniture order of any kind should have to hunt down their order or wait hours on the phone to speak with unhelpful associates. Yelp indicates that this is an all too common occurrence and I don't know how WILLIAM SONOMA is getting away with this at this point. MXD shipping is the delivery company that seems primarily to blame, but good luck dealing with these people either.... nobody answers the phone. Trying to shed light on this issue and considering reporting them both to the Better Business Bureau. read more

I went into this location today, ready to buy furniture. I walked into the store with my boyfriend. There were about four female associates that looked right at me, but never said anything. I probably wasn't "dressed right" and I'm sure they based it off of what I was wearing. Im sure being a woman of color didn't help. Probably assuming that I couldn't afford anything and so on. So we walked around for a good 10 mins. No one approached us or acknowledged us. It was really irritating. They don't even deserve a star. I've never been into a store and have been ignored. I was ready to go to the midtown location, where I have always been greeted, even if they were yelling " welcome " behind the counter because they couldn't personally greet me. I will never go back to this location and give them service. They deserve no stars. I recommend people going to the midtown location if you want to be treated with respect and kindness. read more

IKEA's more expensive distant cousin who vacations in the Hamptons and drinks single malt scotch.

Thanks to Jenny at the store for helping me out, basically making it so that I virtually visited the store and purchased my wonderful Elton Setee from West Elm Roseville. It was exactly what I was looking for. read more

We purchased a couch, some bookshelves and a desk from the Roseville West Elm store this past summer. It was our first time purchasing at this company - and we were very impressed with both the quality of the furniture as well as with the professionalism and attentiveness of Megan, the Sales Associate who helped us. She even called us, once our furniture had been delivered, to confirm everything looked good and arrived in excellent condition. And now, even though we've moved away, Megan's great work there made us repeat customers for that store - would highly recommend working with her! read more

This review is for the furniture and inaccurate published product details. My sofa measurements are off from 1-3.5" inches several areas: width, dept, length and height. I was told by their customer service rep that they give their manufacturer an error of margin of up to 3" of the sofa. That is a lot if you are planning for a specific space. There is nothing online to reflect this policy, and they don't seem to be doing anything to help me with my sofa, despite my several attempts. I did also buy a credenza, 2 leather chairs, coffee table, 2 lamps and a side table---but that was before the couch arrived. I won't be shopping with them again and have shared my experience with friends. read more

If your not rolling up in a suit and tie with a Mercedes to this location then don't bother coming. The staff will treat you differently. 2 star review because there was a decent overpriced selection. I just wouldn't want to give those people my money. read more

West Elm has high style at not so high prices. The staff is very helpful without being pushy. I love this place and intend to visit quite often! read more

This review is for West Elm overall, not particular to the Roseville location. After visiting the West Elm showroom, I ordered a bedroom set online on June 26th. 3 weeks later, still no word about order status. I had to call to follow-up and found out my order was just sitting in a warehouse waiting to be delivered and if I hadn't called, it would have continued to just sit there. I scheduled the delivery for July 22nd. I paid for white glove delivery service which was mandatory and quite expensive. Delivery people arrived 2.5 hours late! Out of frustration while I was waiting, I checked out some other furniture stores around here and found nice bedroom sets that are a lot more affordable at Beck's and Living Spaces. I'd recommend those vendors over West Elm. The bedroom set is just ok. I'm having major buyer's remorse. read more

I am a big West Elm fan and have purchased a dish set, throws, and curtains and love the quality of their products. The manager is very helpful, but the staff is not helpful and very restricted on their help, and will not offer to follow-up, you have to ask. Seems like most of the staff is lacking basic customer service skills. Cannot figure out if the employees work on commission or just do not like their jobs.... read more

This place gets a demerit for being expensive, but the stuff in here is a few style point steps up from Ikea. The salespeople are nice in that kissassish spend here kinda way. I will be spending here someday... I gotta save and pass out a collection plate. read more

Everything is a problem. I am always tired after shopping there. I like the stuff but it' never feels very friendly. read more

Nice sales experience. Nice recovery after a shakeup start in service. I'm pleased

Apparently one must assume that anything that ends with 99 or 97 is a clearance item! Store credit only when returned, customer service here sucks! Will never shop here again. No one knows how to respond when you ask for a manager to assist with their pathetic advertising and lack of ability to let people know when something is on CLEARANCE! Beware of your hard earned money at this place!!!! read more

We love this place! Our living room look like a west elm store. If rating is only based on their product, I would give them a 4 stars. But if rating is only based on customer service, I would give it a 1 star. Everyone works there is nice except this one lady, first name Heather. She seems to be a manager. So every time there is some type of issue we would end up with her. And she has such a bad attitude, like she owns the place or we owe her money. Maybe she does. She probably really hates her job. But her attitude really make our experience there super negative. Almost want to just not shop there anymore. Only if there is another store close by. Just want to point out everyone else works there is very nice though. read more

Horrible and very rude customer service!! I ordered a tree topper last week and it came in today, i opened it and it was broken in half. So i call west elm early in the morning and this lady answered, i told her what had happened about my order and she was keeping it short and rude to me. Anyway, i asked her if they had the specific tree topper that i got and she said yes, i asked her if they could replace it and she said, "just bring it and we'll replace it" . I asked this lady, "are you sure? Because i live about 80 miles and its an hour and a half drive" and she still insisted in saying yes! She said "ya just bring it" and i get there 2 hours later and they said they don't have it there! So they have to order it from another store and i have to wait another week again! So she ordered it and i had to pay AGAIN. And my refund for the 1st one is gonna take 5 days! Just wasted my gas and my time for nothing! So frustrating! If i could rate 0 i would! Will give 1 star for the nice product but other than that, the people here do not care and not very accommodating when it comes to peoples time and money. read more

I LOVE this store! The employees are always helpful and friendly, and their products are fabulous. I purchase something every time I come in. Pretty good value, too. read more

Great sales on bar ware and entertainment platters....always love their style of decor and furniture.

Nice style, the quality and price are a big step up from IKEA, still a lot of veneer and not much solid wood products. The service was great. read more

I really like how eclectic this store is. It's owned by Williams Sonoma I believe - the same company that owns Pottery Barn. It just has a younger feel than Pottery Barn. Their catalogs are very inspiring but just going into the store itself is a lot of fun, too. read more

I ordered dining table with 6 chairs at the rosevillstore. I specifically requested delivery and assembly. 2 chairs were dropped off by ups unassembled in front of the house. When they delivered the rest of the stuff. The XPO delivery staff was rude and arguing with me. The delivery staff refused to wait for me to call the store to figure out what happened. I called store associate manager Alinda and she didnt know what was happening. I also spoke to another manager Kendra the day before to confirm. The delivery guy unboxed everything and left all the trash in the living and told me to clean it up. Once they get your money then they will just do a sloppy job and argue with customer. Customer service couldn't help and redirected me to the store. Horrible delivery service. They need to find another delivery service company. read more

Great clean looking decor with decent prices but some of it you can get at Ikea for much cheaper. I purchased a wonderful bed frame here that gives my bedroom a pop. Pretty easy to put together with the help of my wonderful husband! read more

I love the furniture and decor at this store but had a horrible customer service experience the last time I was here. I went in to return a couple of vases that I made online and Kim was extremely rude. I had my receipt with me and she refused to give me back the amount that I paid for the items since they were on sale now. When I asked her why this was the case, she said that she would be losing money because she couldn't sell it for what I had bought it for. I told her that I would be losing out on $20 and that we just bought a house and were planning on spending thousands in the store and she went on to tell me that it's only $20 in a very condesending tone as if I was being cheap! I feel like I got ripped off and will not be shopping here anymore. I can't believe such a high end store like this would employ someone with such an attitude problem. read more

There's ample parking for this store. Upon entering, no one said hi, everyone was in their own world. When I inquired about a product in their store, they were fast to respond but there was a pretentious air about the staff. One lady worker had the tightest pants on with heels and she walked very slowly and had an accent. She was very rude and snobby. A few of the girls and one guy were at the back side of the register just gabbing away. The products there were nice but the price tag was a bit on the high side. There was a lady there who was asking about something outside and by the time I finished shopping the whole store, she was still unhappily waiting. No one was really helping her. Then when I inquired about a product, I too waited forever. I just left. There are too many other stores and online stores to bother with people who are full of themselves and not really there to serve the customers. I wish I got the tight jean lady's name. I would have reported her to a superior- probably wouldn't have helped... if there's a manager here reading this, please address your snobby staff. You'll probably boost sales if you do. read more

Pretty disappointed with West Elm. Because I ordered a bed in may & it still hasnt come yet. I called customer service and they keep having some BS with the bed. And that they are "missing pieces" Im currently sleeping on the floor on mattress because I sold my bed a month ago when they called saying they will deliver my bed that day but NEVER showed up & didnt call or anything saying they lost a piece. Definitely wont be buying anything from her any time soon if I have to wait almost 4 months for one piece of furniture. read more

Unless the item is physically at the store, do not purchase. Estimated delivery time sucks on special orders n theyll call you 830p the night before ur scheduled delivery time (2 verbal n one email confirming date/time) stating ur item won't be arriving. read more

My husband and I can't say enough good things about both the products and quality of service we experienced at the West Elm in Roseville. Sales associate Ashley W. helped us find exactly the right curtains and rug for our home, which she visited in order to get a better sense of what we wanted and what would look good. She has excellent taste and provides great service. When we later had trouble deciphering our credit card invoices, she and store manager Iman Hojeij were patient and helpful in tracking our charges. It was a great shopping experience all around. Kudos to West Elm! read more

I really wouldn't waste my time shopping here. The staff are not very helpful. They often became very confused when trying to order something for me. When it was time to make the delivery, they told me that there would be a two hour window for delivery. On delivery day, That two hour window expanded into four hours. Customers should not have to wait longer than what was expected for delivery. When I called customer service to complain, they basically told me there was nothing they could do and only offered an apology. I expected more from West Elm. After all, they belong to the same company as William Sonoma. read more

Just purchased a new sectional couch and first night the corner chair's connector broke, a cheap plastic piece, and now the sections won't stay together. We've called the store several times and keep getting the run around. They were all smiles and doting when we bought the piece, now it's crickets. Really poor customer service and poor quality product. Very disappointed in my experience and I won't be purchasing from here any longer. read more

Horrible service so far. It's been a month since I ordered a bed frame and multiple horrible experiences since then. First delivery and there was a stain in the bed. It was brought back to the warehouse and I was told West Elm will call me back to arrange new delivery day. After a few days and no calls, I called them. A day before the scheduled delivery date, they called saying the bed didn't pass first quality inspection and they will call me back for when the bed is ready. Again, I didn't receive any calls so I had to call them back. Ok, so new date was scheduled. Second delivery, bed is again stained and hardware were missing. Since I'm already tired of this furniture store, I said they can leave the bed frame and I will try to brush off the stain with soap and come back to assemble when the hardware is available. Yet again no calls to follow up. I just called them today and put on hold for over 20 minutes. I hang up and called after an hour hoping to get through faster this time. Nope, another 20min wait. After I got through, only then did they call the warehouse to follow up on the missing hardware. Hardware is still missing and will have to get back to me as when the hardware will be available. I bet I will have to call them again to follow up! This will be my last purchase to this store. Too bad because I was planning to furnish my new house with furnitures from West Elm but I guess my business will have to go some place else now. read more