West Elm

Don’t waste your time here. False promises and staff doesn’t call you back or actually call you promptly when your item has arrived for store pickup, which is why I had to call weekly to check. When I’ve called to check if items were available for pickup, the floor staff connects me to the manager, Lana, who said that I was wasting her time and gave me an ultimatum to either keep waiting until the items arrive or just cancel the order. Rude. The call also «conveniently» disconnected, so I had to call back again.

I ordered two dressers and a headboard, 2 nightstands, a coat rack, and a shoe bench. The coat rack and shoe bench came via UPS quickly and are good quality – they look very nice. The nightstands also look great, but they arrived via UPS and they are very heavy, so they sat downstairs for awhile until a friend come by and carried them up. I could barely drag them inside. Seriously, these do not qualify for white glove? The guys who delivered the headboard and dressers did a good job considering they had 2 flights of stairs to go up with heavy furniture. No scratches or dents on the walls or furniture. Right now I have a ticket open with customer support because the drawers on one side of the large dresser are very wobbly.

Amazing service but make sure to go when it’s not crowded. We went the first time and couldn’t buy stuff we wanted because they dint have it in stock. I decided to give them another shot and go back again when it was less busy and they did a phenomenal job of honoring posted prices and getting stuff ordered for me from various warehouses since the order was low in stock.
Love the store and management.

We have waited over 3 weeks for our dining table. On the 3^rd scheduled delivery date, they no showed/​no called. After a 45 minute call with customer service, I still do not have a definite date for delivery. Terrible service.
Consider spending your money elsewhere.

The staff at this location is amazing. They were super helpful and attentive despite going in last minute. The man who helped me out remained in good spirits even after one of the items I was purchasing injured him while was trying to wrap it.
Parking is a nightmare. I suggest avoiding the little parking lot across the street at all costs.

I returned to this west elm branch because they r the only one around and I like their product. I had an appointment with Shohreh and she patiently helped me picked out my entire living and bedroom for 2 hours. I’m very happy with my purchase and will come back for more furniture in the future.

So today I tried to order something from their catalog. When I gave them the order number they gave me a different price a bit over double. I had «Sheila» look at the page in the catalog and she said «read the fine print» if it is a typo they have the right to refuse. Tired of dealing with Sheila I hung up and tried to call again. 4 times in a row the waiting system disconnected me. Frustrated with this I went online and found a 15% discount code which I applied to my whole order and moved on with my life.
I only called this number as I had been in the store and this is what they directed me to do as they indicated the online store «had to» honor the print.
This is not my first go around with them and the customer service has always been bad on the phone. I was also told that there is no consistent pricing between, catalog, online, and store pricing so be aware.

I choose not to be kind today. What’s the point of a store with no inventory and charging customers for shipping and processing, and then again a delivery surcharge?
On top of that, we ask for a 72″ dining table and the clerk places an order for a 62″ one. With all the extra charges, we didn’t notice the $ 100 discrepancy. So it’s our fault to go home happy thinking that the job’s done!
Now the wait begins! They say it takes 1– 3 weeks, but it always takes more than 3 weeks, no?
Finally the delivery is scheduled and the driver is behind schedule. No wonder! After calling and calling, they arrive after the time-​window, and now put up a little argument about they were not instructed about installing the furniture. A bummer! Because we are always promised a white glove service at the store.
And now the revelation. it’s the wrong size!!!
The icing really is… with the judgmental sighs and frowns from the guys as if we are the ones who are giving them a hard time.
Have you any respect for the customers’ time, money and energy and dignity? Who is to answer my question? And no they do not want to take any blame what-​so-​ever and coldly respond by saying the item is returnable in 30 days blah blah?!!
I know the process: how to return, how to place a new order again. Thank you for reminding and explaining. But have you any idea how difficult and redundant the whole process feels in such busy lives? And that too when you are on a deadline.
Do you know what needs to be done? How to be kind to your customer? How to do it right the next time at the least?
Let me help you here… Try this: At least offer an apology and maybe a free shipping and delivery.
And maybe a price-​adjustment period. Not just the typical two weeks other stores offer, because you don’t deliver furniture in two weeks!!! Or even a retro active discount on the order you messed up.
Respect your customers first if you want them to be kind and forgiving.

I wish I had something nice to say other than their products are beautiful… that is all I have positive to say. I ordered online and was shorted a drapery panel despite paying for it. The whole order wasn’t going to work and I was advised I could return at their store. The return part seemed to go smoothly but they were shipping back to «west elm» (yes u know… they refer to it as a separate entity… what???) the credit would be «posted back to my cc in 5 days or so»
I mentioned I wanted to actually look for some different items and was discouraged that if I found them there AT WEST ELM –where I just returned over $ 500 in items –that I would have to buy separately and pay again in full
What? But yes…“they are separate…” Ok whatever. I spent over thirty min in the store. This was at about 1015am… store newly opened. Staff milling about. Did anyone help me… ask me if I was finding everything… offer ANY assistance? No
I was fully ignored. I was annoyed to see that the curtains I had specifically asked about the night before when on the phone with the store –and was told they didn’t carry-​were there in plain view and clearly the woman didn’t actually check for me.
Fast forward now about a week and I received a small card in the mail from west elm. I wasn’t even going to open it as I was not thrilled with them in general but I did open it before tossing the junk mail. Imagine my surprise and complete shock to see it is a gift card… for the very amount I was supposed to have refunded instead. So I call again and am told they will void the F-​ing gift card and I will see a refund in 5 – 7 business days and no they can’t expedite that and no a supervisor isn’t available and sorry I was told the wrong information. Wow
Listen west elm… I won’t ever be back
Ever

West Elm is the kind of place that you go in and dream big-​like «someday I will actually be able to buy a home and decorate it ANY WAY I WANT.» West Elm is where you go when money’s no object. I stopped in after the holidays just to browse and loved some couches and seating that are way out of my price range but nice to look at. They do carry some more «affordable» (relatively speaking) items such as candles, small decorative items and moderately priced throw pillows. It’s interesting to get decorating and design ideas but West Elm anything is a pipe dream at this point in my life. Minus one star because their sales displays are very deceiving. They had an entire shelf of candles marked Sale (Select Items only,) but literally every candle I looked at was at full price. Why bother putting the display up at all if none of the items on it are on sale? Anyway, stop in if you’ve got a few minutes for decorating dreams-​it could be fun for a short while.

I think this place has interesting items but nothing big is ever in stock and everything seems to have price adders that will eventually cost you something more to get it eg. 10% shipping fee for something they should actually carry.
They don’t have people who legitimately can get anything done. The employees do try to help you but in the end the entire company has a problem and fails to deliver.

Previous reviews really say it all. If you just want to come here for some random knick knacks, go for it. (But wait until they inevitably go on super sale. Full price anything here is dumb)
If you want furniture… stop while you’re ahead. I’m still waiting on dining chairs that I bought in early November. My husband has called numerous times and has been given no new information. Each time we were told that they’d «give us a call tomorrow». Never happened. Not even once. Not even a little bit.
Right now I’m standing in the store trying to resolve this issue in person. Somehow, 4 people have been involved in what seems like a fruitless scouring of their inventory. Everyone looks confused. No one is speaking to me. Not sure how simple order fulfillment is rocket science.
So here I am channeling my fiery rage into a crappy Unilocal review.
Oh and I just overheard the saleswoman talking shit. Cool.
You’re the worst, west elm Palo Alto.

If I could, I would give zero star. However, this is a review on their delivery and set up team.
I ordered a king size bed frame end of August and didn’t get delivered until mid October. During the 2.5 month waiting period, they mis-​scheduled 3 delivery appointments and no one ever showed up and called. I had to make many calls to the call center, the warehouse, and the store for resolution. Tracy is the store manger and she was able to manage the delivery in mid-​October. She might be the only positive experience I’ve had with West Elm. Story didn’t end, when the delivery crew showed up, oh boy they did a awful job installing the bed frame. See pictures attached. We had to redo the installation ourselves. They were unprofessional and sloppy but weren’t shy asking for tips. We paid over $ 200 bucks for the service and received none. I’m entitled for a refund !!!

I wanted to buy a couple of items from the store, but nobody would help me. A lady was not able to answer my question about a different shade of wood for a mirror, then another large lady passed by and brushed me off saying we don’t have time now there’s a long line at the register can’t you see?
Definitely not coming back here ever again. I’ll take my business elsewhere where they know how to treat their customers. It’s not like I was buying a $ 5 plant from there, we were considering multiple $ 500+ items but they don’t know how to treat their customers. Will let my friends know not to waste time here.

This has more to do with the online experience but I’m seeing a systemic flaw with West Elm as a whole after reading these reviews.
I placed an on-​line order for a rug, a console table and a coffee table. The rug shipped immediately and was quite nice, though a bit expensive for what I got. I saw the two tables wouldn’t be here for EIGHT WEEKS, but didn’t care. I’ll wait.
Three weeks later, I am told they no longer sell the coffee table and it’s been canceled. OK, that’s strike two.
There is no way to cancel the order on-​line. Strike 3.
I call in and sit on hold for 15min (alright, it’s coming up on Christmas, so they’re likely slammed) to finally get an agent who then passive-​aggressively explains that they will have to call the company and get them to stop building it for me. Yes, due to YOUR company’s mismanagement, not because I suddenly decided to change MY mind. Strike 4.
It gets the second star for at least having delivered the rug quickly. I don’t get this business model and can only imagine it stays afloat by massive margins on the items it actually manages to deliver.

I have no idea what has happened in a year to this store — but awful is the only word I can use to describe my experience. The store was in shambles — fake, plastic looking snow was all over the floor, zip ties were used as decorations? But everything was crammed in there — no organization whatsoever as to where things were. I wanted to look at their cute little bowls they have with the fun patterns, they were incredibly hard to find. When I did find them, they were crammed in a cabinet with a big bulky dining table in front if it and my bum is not that big, but it was tight and you had to backup if another customer came from the other direction.
The main reason though for the 1 star is the total and complete lack of customer service. I walked in and instead of being greeted by anyone, not too big of a deal, but the person behind the cash register glared at me with the nastiest look — if looks could kill, my goodness — I should have walked back out. I finally found someone to ask where I could find the bowls and she rudely said she was with another customer. Um, okay, thanks. I walked out quickly after and will not be back.

Nice furniture, obviously, but on the expensive side. They have nice customer service, haven’t encountered anyone rude yet. I’ve been to places where they follow you with their eyes and want you to leave if you look like you’re not going to buy anything. Here we can rest on the sofas and they won’t say anything.

I’m writing this review to express my disappointment in West Elm’s order and delivery issues. While the staff at the Palo Alto location has been nothing but helpful, the company itself is poorly run. With all the beautiful items that I ordered, it’s starting to look like I’ll never get to receive/​use them because of HUGE BACKORDER PROBLEMS. Anticipate a 1 – 3 month wait period in between orders.
Example: I ordered a counter table on 08/​22/​2015. Received the wrong product via home delivery on 10÷03÷15. Went to the manager to reorder the product. Anticipated delivery window: 12÷03÷13 — 12÷15÷13! That’s 4 months without a dining table.
Does West Elm not anticipate supply and demand? Ridiculous.
The manager gave me an additional discount for the inconvenience. But still… ridiculous.

Im reading all the negative reviews on here and it seems like most of them are order /​delivery issues. It’s seems kind of unfair to take it out on the store.
West elm has some beautiful things and there price points are reasonable.
I’ve had nothing but good experiences in thus location. I shop here often, I’m constantly in buying and exchanging things and it’s always a pleasure.
My favs are Benjie, Rachel and Carmen. But literally, everyone is great.

I’ve always had a love-​hate relationship with West Elm in general — their prices can be quite high for the quality of what they’re selling, whether it is a furniture, pillow, duvet comforter, etc. Even with their sales, some items are just too unreasonable to justify.
Despite this, I came by the other day to pick up a lamp that fit the look of a room I was designing. Despite it being 6 pm on a weekday, with no other customers in the store, it was like I was in a desert — not a single sales rep could be found, and the ones that I did see were hanging out in the backroom, and it sort of gave off the impression that they were hiding/​unwilling to do their job.
We finally went to the front counter, where the woman was helpful, but service was still quite slow. Also, apparently they no longer ship out-​of-​stock items to you directly without cost, which is kind of a bummer.
Pretty mediocre times here, unfortunately.