I really love west elm and wish I would love the san mateo store. However, I am so disappointed with the customer service everytime I stop by. One time, I stood by a cashier waiting for assistance and the gentleman that was assisting another customer was nearby and had walked behind the cashier and instead of saying he would be right with me or find someone to help me he just ignored me. In another visit, no one greeted us when we walked in and the sales were chatting behind the cash register. I think the store is great if you want to see something in person but I would expect to experience excellent customer service here. Its much easier to shop and ask questions online. Their customer service online is much better. read more

Terrible first time experience with west elm. Scheduled bed delivery on July 3rd. White glove service was incomplete due to missing parts. West elm constantly failed to follow-up on re-delivery schedule. I called multiple times in the past 11 days. Every response is "one of our escalation team will get back to you with more precise delivery date. Never heard from them. I had to initiate the call everytime. On July 11th, they said the delivery will take place on the 14th. Coming today July 14th, I called again for precise delivery window today. Unfortunately, as before, I was disappointed because I was told by 14th, it was meant to be August 14th. WHAT??? 4 more week? 5 weeks after the scheduled white glove service? Now I am sitting with this half build bed in the my bedroom while sleeping on mattress on the ground with no signs of completion date. This is ridiculous. None of the customer service person over the phone can make any decisions or get supervisor on the phone. DO NOT recommend working with west elm white glove service. read more

So happy with the time spent with Caroline the past two weekends here. She really took her time to understand our needs, and she even pointed out pieces we did not see on the floor. She was so patient! We ended up buying pieces we didn't go in for because she helped us visualize how it would fit well in our space. Honestly looking forward to going back to get anything we might need and work with her again. read more

Love Westelm products! I was here for opening night at San Mateo store. Bought lot of reed diffuser and pillow covers. read more

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First off this is a terrible Terrible store, do not buy from here their distribution company a.k.a. delivery company is a joke. I purchased a table in May it got delayed five Times and on the delivery day I get a notification via telephone that they were going to deliver it to my residence within the hour. I told them that it's supposed to be delivered to the store I get another call 30 minutes later and they advise me that they're at the store but it's closed and we're gonna leave it there. So I had to leave work to deal with this problem. The store manager Marty didn't really help It was just lack of communication. I kept calling he was either off or went on vacation and when I did talk to him he told me to contact customer service and tried to reach delivery company. Customer service for west elm is terrible. I suggest again you do not purchase anything from West Elm go to Macy's furniture Hoot Jenkins Anna furniture or anywhere else that would have better customer service and better prices. I will never ever purchase anything from you guys again. Sad to say that they weren't even able to compensate anything for my troubles pretty much just shushed me away. read more

5-star customer service from Sabrina for helping me with a phone order for a rug from the Palm Springs area. The Palm Springs store computer and online website didn't show any availability of an 8x10 except for 1 in the San Mateo Hillsdale store. I called, Sabrina answered the phone, confirmed they had a rug, helped with a telephone purchase and arranged shipping logistics. The rug arrived in 2 days and I love it....it's more beautiful in person in the large size. Thank you Sabrina!! You've set the bar for outstanding customer service. read more

Wonderful customer experience when shopping & ordering, terrible experience when waiting for delivery. We ordered a dining set and were initially advised it would take two weeks to be delivered. Fast forward 3 months later, they said the table was en route from TX to CA distribution center but they were waiting on the chairs. A few weeks passed and they said the chairs were ready for delivery but there was an issue with the table. They just can't seem to get the story straight. We cancelled our order and they have lost this customer forever. read more

Really great selection of furniture in a big, airy space. They were very helpful loading our table into our car.

We ordered a coffee table just prior to the shelter in place, it's $150 to ship to our home, a little steep, so we'll pick it up in store. The store closes, call customer service to see if there's anything we can do, they tell us we'd have to wait until the store reopens, or pay the $150 shipping fee. It's ok, we'll wait. Fast forward two months we've been waiting. The store is re-open for curb side pick up, and they can't find our table in the store. We'll have to call customer service again to help us locate it or have another one shipped. Very disappointing. read more

This review is for their customer service. I ordered a piece of furniture directly from the San Mateo store over the phone a few weeks before Christmas. It was a gift, and the sales rep assured me that the piece would arrive by Dec 23rd. It's in stock, she said, it will arrive in time no problem. I also had to pay extra for shipping to the store, because apparently they don't keep their in stock items in the store. A few days before Christmas, I got an email saying my order was delayed until Jan 31st. I was super disappointed because this was my only big gift for my husband. I considered canceling the order and scrambling to find another gift, but then decided to wait it out. A few days after Christmas another email came. My order was delayed further until the 10th of January. At this point I called the store to complain. I asked if there was anything they could do. Refund the shipping cost? Deliver to my home? The manager just kept saying "we can't do that. Do you want to cancel your order?" She didn't even apologize for the inconvenience they had caused. She sounded like she could care less. After I pressed her further, she said she'd look into it and call me back. No one called me back. As January ticked by and I was still without a Christmas gift for my husband, I called the store two more times for an update. Each time I was told a manager would call me back, but no one did. After this I received another email delaying my shipment until January 20th! Thankfully that email was wrong, and the furniture did eventually arrive to the store. We had to rent a van to go pick it up because of course the store wouldn't lift a finger to help us. I still can't believe none of the managers even apologized or acknowledged what a hassle this was. In the end although I like the furniture, I will NEVER shop at West Elm again. read more

It's a decent store for people who are too cheap for Pottery Barn and Crate and Barrel. But I bought some bathroom accessories from them and was pursued relentlessly afterward. Seriously, three emails a day is too desperate. Modify your marketing strategy, people. read more

Sharing in the experience that others have had. The delivery process is BEYOND broken. Cancellations were made on 2 different days without any notice (even stayed home all day as their online tracking system said they were still coming) and finally on the 3rd rescheduled date, the drivers were supposedly "on their way" after being 6 hrs late, but never showed up. I don't know about West Elm furniture quality but if I ever receive any of my orders, will let you know. read more

Had a great experience ordering a dining table from here delivery took about one week and arrived the exact day it was promised.

Ordered a number of things from this store. Prior to purchasing, the employee we worked with confirmed items were available and would be delivered within two weeks. We had heard of some stories of major back orders and huge lead times with West Elm but given the confirmed reassurance of the inventory being on hand at the warehouse and the delivery commitment timeline we went forward with the purchase, only to receive an email later that the items weren't available and would be delayed- a classic bait and switch. West Elm corporate was incredibly difficult to work with and had poor customer support in our follow up. Overall, I won't trust this store and brand for their commitments. read more

Very disappointed with WestElm. Bought the Andes sectional sofa 18 months ago. The frame already cracked and the upholstery is looking shabby. Unfortunate that WestElm only guarantees their sofas for 1 year. I won't make the mistake of buying West Elm furniture again. Poor quality! read more

Huge shout out to this location and Cathy in particular! She has gone way above and beyond (I'm talking several phone calls and emails over multiple weeks) to help me navigate the website, discounts, and shipping options to get all of the items on my list in the most efficient way possible while still maximizing discounts. She's been so friendly and kind despite everything that's going on in our world today. I would 10 for 10 recommend this store for a great shopping experience! read more

Agreed w/ the poor customer service review from 6 months ago as I stand in line. The lady just stands behind the counter trying to help me. Of course, she serviced 3 people while I was asking about purchasing an item. I used to see Chuck Williams in the office when I worked at WS. Extremely disappointing to see the company with such bad customer service now. read more

Be careful with the leather chairs. They puddle within 10 minutes of use. WE replaced it saying the puddling was a product defect but the replacement chair has done the same thing. For $1500 this should not be happening. They offered a mere $150 credit to keep the chair. Ridiculous. I'm giving one additional star because customer service on the issue has been responsive and good, despite the low quality of product. read more

I came in here on Tuesday morning, right when it opened and the woman that was working on the first floor cashrap was very unhelpful and didn't bother checking up on me if I needed anything. I was looking for the faux chinchilla throw blanket in grey and she just points at a direction. She could of asked me if I wanted to order it online, but she's too preoccupied on being fake preoccupied. I just ended up leaving. Don't assume people wearing a hoodie (lululemon) are hoodlum with no money. read more

I would give no stars, but that's not an option. When you read my review, it's the same as many have already written. Mine is in regard to the entire West Elm corporation. I purchased an area rug online, in good faith, and it has worn terribly. When I contacted WE Customer Service, I was told that I was two weeks over the return date. Unfortunately, I was not able to contact them prior to that date due to surgery. The rug has worn terribly and now I'm stuck with it! Please refer to the INDRA area rug. I purchased the 8 x 10 and the pattern has worn off the rug! It's the worst piece of garbage ever! Now it's on sale for under $200.00. Guess I'm not the only one to have a very low opinion of this rug. West Elm has proven itself to be a heartless organization. If it were not, it would make contact with them less difficult. NEVER purchase from them. I learned my lesson. Sure, the price is often right, but I had to throw good money after bad. I paid approx $599.00. What does that tell you? I offered to have WE look at the rug, but they never responded. We have a lovely home and expect our purchases to last. The rug we replaced was purchased at Pottery Barn and lasted eight years! $600.00 down the drain and they could care less! Shame on you, West Elm! Horrible Customer service!!!! read more

What is up with the staff here?? Not friendly or helpful-they don't even try to be. In this experience, they even seem so bothered. Upon entering, we were greeted with a pair of eyes looking at us as if we're crazy, asking if we had an appointment. I said no and asked if we needed one to shop. Staff member says no and proceeds to tell us about touchless shopping policy, social distancing, etc. sure I get it. I appreciate it. But again no kind of warmth, still no greeting. Whatever. We proceed with our touchless shopping. I find an item of interest-a cal king bed frame. I request help from a passing employee-again with the crazy eyes, she stutters and finally mumbles that she'll find someone. Seemed irritated that I even stopped her. When that someone arrived, I ask about an online item and before I can even get a few words out, she's already shaking her head no. I thank her for her time and leave the store. I was fully prepared to make the purchase but I think I'm better off taking my business elsewhere. read more

Love this store! It's so big and beautifully decorated. Got some great ideas for my own home and the sales associate had great style advice. I will be back for more! read more

Nice store and decorated well, but the employees are so rude! Particularly the skinny white older eastern European woman. Wanted to buy some throw pillows but the same pillows were all marked different prices so we took them to the counter to ask what was up with them. There were 3 employes standing at the front desk not doing anything in particular and all ignored us as we waited for someone to help. Finally the older woman turned around and treated us like we were idiots for asking why the pillows all had different prices. Was so rude so we just decided that we didn't want them, and she had the nerve to tell us we needed to put them back where we found them. Otherwise wouldn't have had a problem doing it but her attitude was so unnecessary and uncalled for. We Looked at her like she was crazy and left. The manager/corporate needs to have a serious talk with these employees about their attitude and customer service because it seems like this is a problem a lot of other people have with them. read more

i paid a visit to the mall since they added new shops and visited this store. i had a very bad first experience at this store which was due directly to the staff. a staff member, a woman (maybe manager), spoke to me in such a rude tone that she was practically yelling at me. when she spoke to me, i was not addressed as a potential customer but rather as a burden. unfortunately, the unprofessional of this first experience left me with such a negative impression that i will not be returning to this store. please avoid this store unless you would like to be yelled at and not valued as a client. read more