Had an amazing experience here! Andrea was such a wonderful, lovely person, and the manager was great too. After going to the Burbank West Elm where the customer service was horrible, I decided to give the Santa Monica West Elm a try, and I'm so glad I did. The experience was enjoyable. They made it stress-free and just made everything so easy. read more

I am a frequent customer at West Elm in Santa Monica, and until yesterday, I had always enjoyed my shopping experiences. Unfortunately, my most recent visit was the complete opposite. When the General Manager, Josh Marty, stepped in to assist, the experience quickly became uncomfortable. Rather than providing helpful customer service, he was dismissive, rude, and made me feel like asking for assistance was an inconvenience. As a loyal customer, I did not deserve to be treated with such a degrading attitude. What was even more concerning was witnessing the way he interacted with his own employees. In front of customers, he repeatedly spoke to his team in a belittling and disrespectful manner. The employees remained professional, kind, and eager to help despite the way they were being treated. It was genuinely upsetting to watch. A General Manager should set the standard for professionalism, communication, and customer service. Unfortunately, this interaction reflected the opposite. His behavior created an uncomfortable environment not only for me but also for the other customers nearby. I sincerely hope West Elm addresses this matter. The employees I encountered deserve far better leadership, and customers deserve to feel welcomed and respected when they shop. read more

Good designs but absolutely poor operations team. We were promised delivery on a specific date, for a window for a table and 8 chairs. We sold off our old table and benches to make room, and then last minute we get a call that the delivery is cancelled. New timeline is 2 months later, WTF? After being on the phone for 45 minutes, they offered part of the delivery. What do we do with 8 dining chairs and no table? No compensation and no supervisor over the weekend. West Elm has declined so much we will never be ordering from them again. Buyer beware and be mindful that you can never rely on them until you actually get the physical delivery. read more

Very sad experience working with this team. Was told we'd get a discount from our registry and we would be charged full and corporate would give us the discount. Corporate refused so the hundreds we would have saved was wasted. Make sure you get the discount when paying. CS at west elm's call center is hit or miss. But as far as this particular store in Santa Monica, it was definitely a miss read more

Since you can't leave a review on the website (shady) I had to resort to yelp. We ordered a set of two gold sconces online over the holidays for a bathroom remodel. When they arrived, the finish was extremely yellow and did not match how they were represented online, so we returned them in the exact condition they were received. West Elm only issued a partial refund, not even the cost of one sconce. After calling customer service three separate times, they refused to refund the remaining balance, claiming they only received one item. Here's the problem: The original order itself was confusingly labeled "1 of 2," and the return label they provided said "1 of 1." We followed their instructions exactly and returned both sconces. Their internal scanning or labeling error is not our responsibility. Despite this, West Elm refused to resolve it, forcing us to contact our bank to dispute the charge. This experience felt incredibly shady and frustrating. Between misleading product photos and poor customer service that refuses to take accountability, I will not be ordering from West Elm again. I strongly recommend others be cautious, especially when ordering multi-item sets or making returns. read more

I like most of their products but this review is about their shipping/return system. They never offer free shipping no matter how much you spend but that is known upfront. I returned two items in separate boxes, no where did it say what the return shipping charge was going to be, if anything. They refunded one of the items less about $15 but a month later still no refund on the second item. I called and spent 20 minutes on the phone with a lovely customer service rep while she tried to figure out why I hadn't received the second refund. I am hoping that money will be arriving soon. I asked her about another refund that I had not received. Her answer was that they charged me $12 to return a 2 oz $9 cabinet knob so no refund was coming. She explained that the information about return charges was in the small print and most people couldn't find it. I returned a box of shoes to REI and it clearly stated on the return page that I was going to be charged $7.99. Classy operation. I will be carefully considering whether I make any further purchase at West Elm. read more

West Elm did not follow through. Couch was delayed over 2 months and then it did not fit in my apartment, which I had communicated was on the fifth floor multiple times. The agents showed up unaware of the fifth floor and gave up quickly. No refund. No follow up from customer service even though they said they would. Terrible. Don't shop here or at any affiliated company. Zero stars if I could. read more

Unfortunately we paid for the white glove delivery and all they did was drop off the chairs in a box and a table. I called their customer service and they said the white glove part only applied to the table. Which is funny because that's the easy part and required no assembly. We paid $275 for delivery and we might as well as went to IKEA. In addition the table showed up damaged! read more

west elm - Example of table and boxes of chairs! - Furniture Stores Near Me - Santa Monica, California

I don't want to take anymore time dealing with this awful, terrible, insulting, waste of a store, but feel that I must. For starters, they advertise a free design service, I take the time and trouble to photograph my space, measure the room, send it all in to the fellow I ordered four dining room chairs from only to never hear from him, again, still, a month later. I then felt the need, a month after making the purchase, to cancel the order for the four chairs when it became clear that it was going to be a huge hassle to get clarity as to the day and time they would be delivered. Every time I scheduled a delivery date as per their text request to do so, I would get multiple texts telling me it was time to schedule my delivery date. And there would only be two chairs for that first delivery. Never was there any indication as to where the other two chairs were and when they might be coming along, if at all. When I called customer support, to clear these matters up, the woman kept talking over me, assuring me she didn't care how many texts I'd gotten, she just wanted me to know it was a glitch in their system that kept sending them. Another glitch prevented her from finding out where the other two chairs might be and when I might have to go through all this again for their delivery (and now, as I write this, I realize, the other two chairs might not even exist, I might be stuck trying to find two more chairs of a compatible design, or trying to send the other two back. As I write this, I realize, I'd rather sit on plastic milk crates then deal with this B.S.) On top of that, from the outset, because they couldn't be bothered to stock the chairs in their actual brick and mortar store, and I, desperate to get my hands on something I thought would finally work for our situation, ordered them with the understanding, if I didn't like them, it would cost $300 to return them. As I argued with their customer support about how any of us might get clarity and certainty with this glitchy system, I decided I wasn't willing to pay $300 for a possible return because they didn't want to stock merchandise in their store. I might as well be buying blind, online, from Amazon. At least their returns are free! After the first customer support person, the person handling the scheduling of deliveries, hung up on me, I called back and canceled the order. That customer support woman said the order was canceled, as was the delivery date I couldn't get clarity and confirmation on. But, unfortunately, their glitchy system couldn't send e-mails confirming any of this, I had to go into the system and track all that myself. In their glitchy system it says all four chairs were delivered, already, next week, and suggests that I might want to buy them again. And I still haven't heard from the free design consultant who wasted my time on that non-existent service. Now I'd like to suggest to any and all reading this that you save your time, money and headaches and avoid West Elm like the plague. I'd also like to apologize to the women of West Elm customer support who felt the need to end our calls as my anger and outrage toward their store systems rose. I am sorry that you have to bear the brunt of your store's frustrated customers honest outrage. It's not your fault, I know, but it's a further mark against West Elm that they make you their frontline fodder. read more

I recently had a disappointing experience with West Elm Santa Monica that left a lasting negative impression. After spending $2,000 at the Burbank location, I received a guilt-laden email from designer Sheila Spencer, who was upset that I chose to complete my purchase at a different store location. I had no appointment or agreement to finalize the sale at her store, yet the follow-up message implied I had acted improperly. While I did appreciate her initial assistance, what should have been a positive and exciting step in furnishing my new home quickly turned into an uncomfortable situation. As a customer, I don't believe anyone should be made to feel pressured or shamed over where they choose to shop--especially within the same brand. I shared my concerns with Joshua Marty, the general store manager, who responded with an underwhelming apology and a restatement of store policy that they "can't offer discounts unless there's quality issues with the merchandise". To say the least, there was no real effort to retain me as a customer. For a company of West Elm's size (parent company: Williams-Sonoma Inc.) and reputation, I expected a higher standard of care. As a result of how management chose to handle my experience, I won't be returning to their store or any sister companies. I just wanted to share my experience. Good luck! read more

Service was horrible! I can see why they have the stars that they do. I will NEVER be back to this location. Always shopped at RH and Crate & Barrel but recently got into West Elm. Went to the Burbank, West Elm and had an amazing shopping experience but this location is horrible. No friendly service and when you ask a question or ask for opinion, it feels that you're bothering them and it's a huge inconvenience. Now I know going forward not to visit this location. Happy shopping elsewhere read more

Honestly this was the worst experience ever. Went into west elm looking to buy some furniture. We walked in and no one acknowledged us. No one said hello or asked if we needed help or told us they would be right with us. Then when we asked for help they gave a flippant "we are short staffed" but still no apology. When we finally flagged someone down to help us (mind you it seemed like many were either just sitting around or chit chatting to each other), she seemed like she couldn't be less interested in helping us. For their prices, I would expect better service. Ps went next door to their sister company and had a totally different experience. Spend your money elsewhere. read more

I have never received such horrible customer service... they took money out of my account nine times... NINE TIMES. And not one time did anybody ever in customer service contact me via email or even just a text message. And then they didn't wanna honor the price that I paid that they took out of my account for nine times the most unorganized and horrible customer service that I've come across in a long time. Please do yourself a favor and never shop there. They literally don't even deserve one star read more

Would give 0 stars if I could. HORRENDOUS customer service. Defective couch. Called general customer service to report the defect. After making over 5 calls, waiting on hold for hours for a supervisor, being told that we would get a responsive e-mail, being told that someone would come out to inspect the couch - none of which occurred, I am still struggling to get a response. Told that the matter had been escalated to a general manger and that we would get an answer/response within 5 days. Of course 5 days passed and nothing happened - still no response. On hold now with a customer service representative who said she can't do anything expect wait with me for a supervisor - and been on with her for almost an hour - waiting. Ridiculous waste of time. In an environment when there is so much competition and customer service is a vital part of a successful business, West Elm fails miserably. read more

DISGUSTED BY YOUR SERVICE. Shame on you! Your furniture and service is way too expensive for the treatment I have received. I paid extra for the insurance plan AND white glove delivery, they came and left very fast when delivering the bed. Then I noticed over a couple months that the bed was squeaking little by little and getting worse. I tried to find the source of the issue and noticed that the screws were put in incorrectly and stripped on top of that. I called them and they said I had to go through the paid insurance and the paid insurance blamed it on west elm's delivery service. THIS IS RIDICULOUS. How would I know to check HOW SCREWS ARE PUT IN to notice the issue RIGHT AWAY????? Disgusting. Never again will I buy from you. STAY AWAY FROM THEM!!! read more

Thank you so much to Brandon and Sheila! I had such a positive experience at this location. I strolled in to browse with a friend because she was in the market for new dinnerware however, I ended up walking out with purchases of my own. I had to luxury of experimenting and styling throw pillows in this store, on a couch with a similar color scheme as my own. The freedom and encouragement to do some made a world of difference. I took a few photos, walked out to grab a bite to eat, then strolled into the pottery barn (don't waste your time). After being underwhelmed I walked back into West Elm and purchased those same throw pillows. The customer service here is unmatched and greatly influenced my decision to pull the trigger. I'm glad I decided to tag along with my friend. Thank you again so much West Elm, Brandon and Sheila. Your attention to detail and overall thoughtfulness sets you far above the rest! read more

My girlfriend and I love the style, price point, and friendly faces of the team at West Elm but Crate & Barrel should have been our choice. I love giving great reviews and honestly do not like giving a bad review, especially during COVID. Yet with such a decent long list of negatives after our purchase, I feel I should. So please hear what I am writing as a calm tone simply giving the details. My girlfriend and I purchased a couch and dining table set on May 2020. Thinking we would make further purchases, we registered for their suggested credit card to receive a small discount. We were told the couch would arrive at the end of July. The first payment date nears and we are told that we can't pay off the entire couch but must pay in the monthly installments. So we paid the first payment on time by mail. The next problem came when West Elm didn't look at the USPS postage date and charged both a late fee and an interest fee. The third negative was when my girlfriend called, they told her it was her issue since payment was sent by mail ("and no one does that anymore"). The fourth issue came when she was told the process to seek a resolution to their misplaced late notice was to write a letter and send it by mail (which is what they just had shamed her about moments before). We paid the extra fees and sent a letter seeking a resolution. The 5th issue came when we got a call from West Elm stating that the "couch we ordered [in the store] didn't exist". They offered different sizes of the same couch but the size we saw and some details of the couch purchased in store "never existed". We said, "okay" and chose a different size. Another minor issue arose when we got a call stating the couch would arrive later near the end of August. We got an email the week before prepping us for delivery. On the day of the delivery, no couch arrived and no contact was made from from their team. Issues 7 or 8: Without any notice, the couch was rescheduled for late September. Even further, we get the same email a week ahead of the presumed delivery in Sept. and then a later call to schedule a specific delivery window. This finally seemed like the real deal. We confirmed the date and time of the delivery window and adjusted our schedule. Today, is the delivery day and we received an email hours before (pictured) stating a piece hadn't arrived at the warehouse yet and the delivery was cancelled. During this whole process we have been patient and kind while following their suggestions. We never heard a response from the resolution letter sent in June and with all of these issues and lack of customer service, I would hope no one else has this experience. Hopefully, West Elm is able to fix whatever the problems are stemming from and thrive, but for now the company is fairly concerning. read more

west elm - Email Sent on day of scheduled delivery - Furniture Stores Near Me - Santa Monica, California

I went into this store with my partner to purchase a comforter we saw online and had them put on hold. After we received it, we asked April if we could spread it out to make sure we liked it. She obliged and was super patient when we didn't like it and wanted to see other options. She patiently went over recommendations, and also went to the back a few times to let us see some items we liked paired with other items on the floor. She was kind and helpful, which we really appreciated. And we ended up buying a nice queen sized comforter, which was the right move. We had been looking for weeks to make a purchase for our bed and finally did with April's help. Great customer service. I also think they have quality products at a reasonable price. But make sure to call in advance if there's something you see online; they don't always have what it says is available in the store. Also, don't bother trying to park on the street; there's 90 minute free parking in the structure across the street from the store. read more

west elm - Queen size duvet insert that April recommended, and we purchased. Love it! - Furniture Stores Near Me - Santa Monica, California

See all

Wish I could leave negative stars. I came in today and got no acknowledgement from staff or help. I realized now low quality their furniture is. The place was complete empty and I see why. The staff was too busy on their phones and sitting around. The furniture is very low quality. I would not come back or recommend. read more

We ordered a coffee table online, and after waiting quite some time for it, it finally arrived, but the screws to secure the top and the legs did not line up. We called customer service and they said we would have to wait another 3 months for a new one. We decided to drive to this store in Santa Monica to see if we could get someone to help us since we saw the exact coffee table we ordered in the store. We were told that because we ordered online and our sales credit does not go to the store, they could not help us. We honestly could not believe it. What a disappointing experience from a company perspective... read more

Yikes. This location seems to have a reputation for horrible service and rude people. I would not buy from west elm, given how condescending and demeaning a staff was over the phone. He is a guy with a slight accent. I didn't get his name but I hope the manager or his boss would chat with him. My husband and I were stunned at such awful service with this member talking down at a customer. Don't bother your energy and time here. There are too many complaints. Once an issue arises, the other staff do not help or compensate for their own maltreatment. read more

I ordered a table and chairs back in January and when I did so, the website told me the table would come in Feb and that the chairs would not ship until June. I spent a lot of money and ordered temporary chairs for the table in the meantime. The chairs were custom made so I was trying to be understanding of the really long lead time. After that the table continued to be delayed and when i reached out to customer service they told me that I must not have read the fine print and that they will only ship all of it together. When you pay as much as you do at West Elm it is really disappointing to have such awful customer service experience. I even have a B2B account, which means I have spent a lot of money over the years at West Elm. This will be the last purchase I make here and I am going to cancel it. I have talked to 6 representatives on the phone and in chat and received no help and been refused when I ask to speak to someone higher up the chain. West Elm is not deserving of your business. Go somewhere else to invest your money. read more

Good store, we like this one better than the ones in Beverly Grove and Downtown. West Elm furniture is okay, both quality and price are a notch below Restoration Hardware. Helen Wong in the Santa Monica store is super helpful. When buying furniture, it sucks to pay tax and shipping/delivery charge. That's why buying from craigslist or facebook marketplace can be a better deal. But there's still a place for buying new, esp. for certain products (e.g. couches or bedding) that you don't want to buy used. read more

See all

This is the worst customer service I have ever received from any store. Please don't buy from them. You will regret it. Don't buy west elm. I purchased a set of furniture items, placed my order and all items were in stock. I made sure before placing my order. And a month later haven't heard from them. So I call to ask when I might receive my items. I'm told the rug which is the center piece of the set is on back order and won't ship till another 7 months. I need my furniture and can't wait 7 months? Ok they said we'll cancel the order. But one of the items is at the dock so we'll charge you $300 in shipping fees that's non refundable. How an $800 piece of furniture costs $300 to ship? They are huge scammers. I asked to speak to a manager well they don't allow that. You can only speak to an associate who will message the supervisor. No one can directly talk to a supervisor. They wouldn't give me a corporate number either. I wonder if they do this on purpose to get people to place an order and then change the terms to something totally unreasonable like waiting 7 months for your furniture and then if they don't comply then charge them loads of shipping fees. How can I even pay a shipping fee if nothing has been shipped to me?? Scammers all the way. A total headache. Take your business else where. Trust me. It's an absolute no read more

Just spoke with Customer Service and she told be I fell for their own method of misleading people. They had an online sale on their "twin SET" sheets so I ordered two. I only got 2 fitted sheets delivered because they say that is all I ordered according to the small letters following the twin SET title text. $40 dollars I spent on each fitting sheet. I'm not eligible for a refund because it was a bargain sale. read more

Santa Monica Location: Brandon who works in the back - receiving and curbside service is a GEM!!! The level of customer service was outstanding. Please make sure to give him a raise. I would hire him in a second! read more

wow! worst customer service ever! never will I buy anything at that shop. I had to repeat myself several times on what I was looking for bc she was busy with another customer online. then finally passed me to another who was barely awake and rather short. there are over 30 lights showcased here and only 4 sku in stock. she turns me and says "this is not a warehouse". that was her reasoning and excuse. not " sorry you couldn't find anything you liked. Can I help you try to find something online?" read more

My favorite interior design store in Santa Monica. I like that they're always having sales and don't hesitate to let you know when the items you want to buy will actually be on sale. The store in and of itself is spacious and beautifully designed, with a beautiful and massive outdoor patio on top of the building where customers can chill for as long as they want. I recommend parking in the parking structure across the street on fourth (90 minute validation system). read more

Went shopping for about a month to find the perfect couch and fell in love with an item from a different company but unfortunately ETA was a problem so we decided to check out West Elm and give them a try. The style works and we needed 2 living room sets for a new house we bought before Thanksgiving. This was back in August and we checked 2 couches for ETA showing 1st-2nd week of October. Perfect! Ordered two sets of couch in store right there and then! Come October, no updates on the orders. Still showed "In Transit from Distribution Center." No clue where it was in transit from as all I could see from the tracking was "Shipped on Sept. 30th" Mid October comes. Update on one of the couches "Waiting for other items for shipping. ETA Oct 27. " Oct 27 comes "We are sorry we could not fulfill your order. We will reach out for an update as soon as this is figured out. NO ETA." Of course no one reached out to us. I reached out to customer service as time is ticking by and as I said, we NEEDED the couch for Thanksgiving for a family gathering. They say part of the couch they are waiting for is on its way and should arrive within a week. Fine, that should be enough time before Thanksgiving. Also, when they say to order through the store as they can "back you up" when something happens, as they always do, NOT TRUE AT ALL. More to that in a bit. 1st week of November comes. Yay, ready to set for scheduling! Nov. 16 is D-Day. I fly to Europe with all the excitement that when I come back, my house will finally have both the couches we've been waiting for. Nov. 16th, Wednesday. Boyfriend was giving me updates as they were setting up the first couch. Everything was looking great. Second couch. NO HOLES ON THE BOTTOM TO ATTACH THE LEGS SO THEY HAVE TO BE SENT BACK. Are you effin kidding me?!! Are there no quality controls?!! Delivery guys insist they have to bring it back to the warehouse for them to fix it. I call the store where we purchased it and where we were promised to get help if something goes wrong, all the way from London, only to hear them give me a customer service number because they can't call for me. Wth? I thought we were supposed to have their support? Store manager advised that the second couch be left in the house for repair-people to just come by and fix, but delivery guys insist that's not the instructions they were given and they have to take it back or else the couch will be AS-IS. What?! You mean both ends have different policies on how to handle eff-ups like these? Great. ETA on repair? UNKNOWN. Shoot.Me.Now. Furious, I tell the sales associate on the phone that I will just call the number given to me since they can't do anything to help me anyway. What a great customer service policy they have! Response? "At least you have one of the couches there." OH. MY. GOD. Of course I could not call customer service right away because the couch has yet to be brought back to the warehouse so I decided to give them a couple days for an update on the new ETA. November 18th, boyfriend calls the number the delivery crew gave him for ETA. He was told they will call back.No update. November 20th, I fly back from London still stressed about not having our couch for the holiday party. I made the boyfriend call Monday, November 21st as I was too upset to even talk to them nicely. Voila! Couch has been fixed and ready to ship. Soonest is November 30th. Way past Thanksgiving! I ask if they can expedite because we have family coming from overseas for the holidays! "All our trucks are full." No other options for me to get my couch before Thanksgiving. I DO NOT recommend buying anything from this company ever. Their customer service is pretty useless and can't help you with anything. They can check the system for updates but that's pretty much it. They just read what's there and no control over anything else. Quality control? HAH. HOW DO YOU SEND OUT A COUCH WITHOUT CHECKING IF THERE ARE HOLES FOR THE LEGS?!!! HOW?!!! Do not rely on their ETA or them fulfilling their promise to you. Lucky us we ordered custom couches that can't be returned for a refund. I wish I can review the other couch that's sitting in one of my living rooms but I'm too upset to even look at it. Now all I can do is wait for November 30th to see if my couch even gets here or maybe they will delay it til Christmas. At this point, I have given up on them. Forget the dining table I was about to order from them. $7k is enough money they took from us. NEVER AGAIN!!!! read more

They "accidentally" sold our table that we paid for. Not sure how you accidentally sell something that is paid for but cool. Offered to place an online order for that table to arrive 3 months later. No thanks. read more

Non-transparent customer experience. Delayed shipping and unwilling to consider comping shipping fees. Will not be back in the future.

This is how my sofa that I have been waiting for for 2 months was delivered to me. The damage was deliberately not disclosed by the delivery team. The only reason I saw it was because I flipped it over to tighten the legs that where attached too loose. West Elms only solution is to pick up the damaged sofa now and replace it in another 2 months. When I asked to speak to a supervisor to see if I could keep the sofa until the replacement arrived I was put on hold for 45min and then told none were available to talk to me. I'm disappointed at their customer service and the delivery team that delivered my sofa should be fired. read more

west elm - Bottom of sofa - Furniture Stores Near Me - Santa Monica, California

Also had a rude and dismissive customer experience at this location. Love all things West Elm and came here to purchase a few throw pillows and a bookcase. I was holding the throw pillows and was ready to check out. I went over to the registers, and after standing around there for a minute, no one came over to help. I found a few salespeople congregated on the floor in the other corner of the room, said I was ready to check out and asked where I could checkout. They said, "where the registers are." I said, "I tried but didn't see anyone over there." And they responded, "well, that's where you check out." I was eventually helped, but no one actually told me they'd be right there. It came off rude and unprofessional, and I really do not look forward to re-visiting that location when I need something from West Elm. read more

Horrible service from the sales associate. Everyone has a stick up their ass and absolutely don't want to help customers. Only great service are the designers. Happy to help and ask questions. read more

The worst customer service I've ever experienced. The store manager is rude, entitled, and has no respect for customers. She should be ashamed of herself and find another industry to work in. Based on the reviews, it's clear that this store needs to make a change. I am shocked that corporate cares so little about customer experience in what should be a flagship location. read more

Furniture and decor is cute but customer service at this location is awful!!!! Can barely find anyone to help you and once you find someone they're rude and dismissive. Even the guy at the customer service pick up was an asshole. Never again read more

I hate leaving negative reviews but I had to share my experience to warn others to avoid purchasing any West Elm products until the company improves its customer service. Bottom line: We returned a table SIX weeks ago and still haven't received our refund. I have called at least 6 times asking for the status and they (multiple sales personnel and managers) claim they will do it that day or week, but don't. The longer story: My husband and I purchased a table and 6 chairs from West Elm in store. It was delivered - but they forgot to deliver all 6, just delivered 5. I told the delivery man the order was for 6, not 5. He insisted the store told him 5. I call the store and explain I received only 5. They said they NEVER make mistakes on delivery items and argued with me. Finally they connected me with the worker who handles deliveries, and he admitted he did not include a 6th chair because the store was sold out. But no plan for actually delivering the 6th chair! By this time, I had assembled one of the 5 chairs to see how it was and unfortunately, both my husband and I found it extremely uncomfortable (it's the "Cafe" dining chair). That's another issue with West Elm - they allow zero reviews on their website so it's very difficult to know things like durability, comfort, etc from real customers. So we scheduled a delivery return for the 5 chairs + asked for them NOT to ship the 6th chair (we had to pay for this - no big deal). We decided we'd try to find other chairs to match the table. After a lot of searching and measuring for other chairs, we discovered the table, though it was advertised to fit 6 people, only could fit four chairs because of the placement of the legs. (!!! Again - if West Elm allowed reviews on their website this may have been something we could have discovered without buying it ourselves.) We called to schedule a return for the table as well. The table was picked up six weeks ago by West Elm m, but we still have not received our money back from the company. I have called the store six times, spoken to three managers, emailed them the receipts, been on the phone for probably 5 hours at the point, every time they assured me they would issue our refund. Each time they acknowledge the delay "never should have happened," explaining some issue with the way they sold us the table and their partner store in DTLA. We still haven't received our money. It's like they are counting on me to give up because of the sheer amount of time I've had to spend on this. I just called again today and was told they would "call me back" again. Unfortunately, we are now considering filing with a small claims court. Beware of West Elm products (uncomfortable, not as advertised) and avoid doing business with them as failing to process a return (once the item is in their possession!) is unethical and illegal. read more

Recently purchased a mirror and night stand from the online store and was really pleased with the good quality of the product and how quick my order arrived (3 days). Love the mirror. Great quality items and affordable. read more

west elm - West Elm Nile Mirror. - Furniture Stores Near Me - Santa Monica, California

Store was very nice. The products delivered are as expected and on time based on the initial estimate. The delivery service company they out source is absolutely horrible! They arrived almost 2 hours late (after sending a tracking link in the morning so we could assess the timing and leave work). Once here, they were surly and rushed. When we asked for a very large and very heavy bed to be moved closer to the wall they huffed and puffed and did it quickly. It was still not correct. They then said, we have to get to our next delivery so we can't fix it. Even though they were 2 hours later than they estimated in the morning. I suspect they took an extra long lunch. The lead guy then forcefully asked me to give him a top review on a survey he was sending to my phone and he was standing over me and said he couldn't leave until I filled it out. I answered 2 questions and then hit submit. He took a picture of my screen. It was very odd! When he left the bed was creaking so we asked them to come back in. They were so angry even though this extra time was less than 10 minutes. They couldn't get it straight. They started to argue instead of fix the problem and then they just got in their truck and left. While West Elm seems to be a decent company, they need to reconsider their outside vendors. This one was deplorable! read more

I hate to do this because I love West Elm products. I have been ordering items for a new home and it seems everything is backordered, delayed, or says it is available then once ordered shows backordered. It is very frustrating to spend time deciding on items based on the availability they show, only to have the items be backordered with suddenly months to wait for delivery. I have wasted so much time on their site...then I went looking for a similar bed and found the identical bed they had backordered for $1000 less!!!! Wow - what a mark up from West Elm... read more