Go somewhere else to buy a sofa unless you have money to burn. Overall, I avoid this location at all costs and shop exclusively online. This site's sole purpose is to help you make the decision faster and with more peace of mind. I had a gift card for $42.75 since Christmas 2018. Upscale yet perfectly . Prices and promotions may vary in stores. One of my favorite things about West Elm is how they empower and support local, small businesses. N #neveragain. West Elm Reviews: 2023 Product Guide (Buy or Avoid?) - Slumber Search Thank you again, Joey and Sam and everyone at West Elm Palm Springs for going out of your way and working so hard to help us get our house furnished in record time! Not only did she never smile, she was not friendly and did not process my return correctly. The West Elm book/display case also is delivered fully assembled and placed in the spot where you want it, while that Wayfair one is going to come as slabs in a box. Delivery Attempt 2: Three weeks later They deliver the arms of the couch. I made 2 trips to the store, earlier in the day I was interested in a stool/table, it was the last one and was told they would sell it. The first time was because PB didn't have the linen sheet set that we wanted, knowing PB and WE belong to same company, we call the WE store, the service person was pretty nice and helped us check the store has the sheet set. I basically wasted 1h30 trying to find a sofa and table that could be delivered within a week, at the end of transaction she tells me it will take 6 weeks to be delivered , they were charging me a delivery fee for each item and the manager who really is rude and has an attitude didn't even try to accomodate me by dropping at least one of the deliveries fee of $75 on a $3500 purchase! I purchased a blanket online. Personally love West Elm furniture and stores but your employees and their customer service need help. The sales associate said, "It can take up to 30-days, and knowing this company, it will take the full 30-days." Their dining tables typically range in price from around $300 for a smaller, 2 person table to $3500+ for larger tables that can comfortably sit 10 people. I love shopping for home goods, West Elm Palo Alto makes it such an unbearable experience somehow. I spoke with a very rude young man with shipping and he was able to tell me nothing other than a third party vendor would be shipping it. West Elm quality? Thinking of purchasing this dresser but - Reddit Shipping: Note that you do have to pay for their white glove delivery where they will unpack, assemble, and remove packaging material for you. email. Good for you.' KEY REWARDS: We signed up for the Key Rewards the last week of June, and three weeks later, still no reward points/dollars. We loaded the family into the car and drove to the store to purchase the rug. But, they will not inform you even you didn't do it. Check out our full article on the lawsuit for more details. While the website does not have reviews, it was recommended in a New York Magazine article so I thought that it would be good. Privacy Policy (Updated January 2023), Need Assistance? A few weeks and many phone calls later we still didn't receive the points, but we did receive the furniture already. He was helpful, he listened, calm, and funny! My solid advice: turn away from this store. Beyond IKEA: Why quality, affordable furniture is hard to find - Curbed I also bought another table at the same time and paid the same way and had no issues with my payment. We were not happy to say the least. But then one of the back cushion's filling became dented; I have no idea how it happened. West Elm Furniture Review - Must Read This Before Buying Either way, thanks to the in-store staff for being patient, friendly and helpful. Dealt with two very rude sales clerk when all we wanted was to check stock on an item. We ended up purchasing a mix of modern and MCM reproduction/inspired furniture, lamps and accessories from West Elm. Wood was not treated well when it was manufactured. Unless you use flat rate delivery or have a door the delivery person can knock on, you'll basically have to wait outside for hours to physically greet the delivery person. My only regret was not approaching Michelle initially. Totally a waste of time. Just to preface, this review is more specific to West Elm's processes I experienced after spending over 6K in the Palm Springs store. We were going to get a couch as well, but wasn't thrilled with the limited fabric choices and over two month lead time. When asked what the purpose of the pick up date was for, we were told it's a date range. Staff is just above standard. Some shoppers have brought up issues with the longevity of their West Elm pieces. They took time to be present to receive deliveries so that we wouldn't have to make special trips out or keep postponing the dates. Don't shop here!!! That never happened. No response. I bought the organic cotton Geo duvet in king sized. I ordered a sofa that was a standard fabric with an expected 2-4 week delivery. If you ask them cancel the order. However, West Elm also features larger, higher-priced sectionals and leather sofas . I've shopped West Elm a number of times since my original review - probably more than any other store. So it goes. Really bad customer service directly from the manager Anthony. 2023 Williams-Sonoma Inc., All Rights Reserved After playing phone tag with the delivery center I was informed that the top to the dining table top had been "damaged" at the delivery center, thus deemed unavailable for delivery. Tighten things up, Alex Bellos! No one could help me. Joey put together a design plan and he and Sam made recommendations on where to use our old items and which items at West Elm would work tastefully with them. At this point, we will be sending back our order and starting again with a reputable local furniture company. A few reasons: first we like the style, second the quality of the furniture was very good, third lots of selection and colour, fourth the service was very good with Scotty. You can choose the appropriate width (42 or 54 inches) and fabric that will suit your home. West Elm carries home goods that are both imported from overseas and assembled in the US. The product was of very poor quality, was overpriced, and they don't stand by their sales. Will never order furniture from them. Give it a pass. The Most Reliable Way to Book a Furniture Assembly Experienced Handy has been connecting people to furniture assembly professionals and other home service providers since 2012. One cashier walks up to the register. See how it all works here. Two weeks later, I'm going over my expenses for the month and realize that my card has not been refunded for the blanket. Also there were not enough display tv stands when we went to visit unfortunately. Every promotion comes with an asterisk* . like Buy More, Save More*, where you get a 30% discount if you spend $3,000. They both just kept saying it's not their issue and kept transferring me back and forth for the whole time. I called ahead of time to ask of I could use a coupon on this bench and customer service said yes. I wanted to buy a small drink table, they only had the one on the floor- which I was willing to take. Delivery from West Elm and CB2 outlets; Furniture Delivery. But we showed him again, that our coupon stated in very large BOLD type "15% off EVERYTHING", and EVERYTHING should mean everything, including our simple little duvet. Great location!! Will definitely be returning again to purchase. The Benefit 1. Other West Elm locations, the staff are usually rude and no where to be found but this location is the opposite. it is very strict building. For dining tables, West Elm carries just under 100 different styles that include expandable wooden tables, dining tables made of marble and concrete, pedestal tables, and more. Fast forward a few months, at every family dinner you could barely carry on a conversation with the squeaking coming from every single chair. So now we are 6-7 months later, no check no couch. 5.5 MONTHS POST DELIVERY. Then nothing! Worst customer service experience I have ever had with a company. When I informed the person that just the day before that she'd offered her help and that it felt like customer service at West Elm was a bit of a sham, the person hung up on me. Founded in 2002 by the retail powerhouse, Williams Sonoma Inc., West Elm has become an increasingly popular brand for modern home furnishings over the years. My shopping experience with Michelle was excellent. That's a topic for another time, but I've never, ever paid shipping at West Elm, especially for a $450+ order. Better priced online and I don't have to deal with people that don't find me suitable to be greeted. paying to have your purchased items shipped to your local West Elm store, $150 to ship to your home, or giving you an unfulfilled pick up date (which continued to get postponed for a week and still has not come in!). That too was a lie. It took several months. If these instructions do not match your product, or you are unable to find the information you need, please call customer service at 1.866.472.4001. . I tried to have an answer about the delivery and the items were missing, without a clear answer. You would think that when it's the company's fault for delivering the wrong item, they would make up for it immediately. They came to the house on several occasions to see the progress as items began arriving. I was willing to purchase item with all its "flaws" at full price! The employee that helped us spent over 10 minutes taking all of our personal information down & then trying to figure out what shipping would cost. If you like made in America furniture go to EQ3 just across the street. It pains me to give West Elm a 1-star review. For now I am only very vaguely listing the price range for each website. We provide a buying advantage with verified reviews. So I've been in circles for 1.5hrs now to verify that Emeryville received this blanket, 'Leadership' has technically to speak w/ me as they won't let this poor kid off the phone. WEST ELM - 133 Photos & 336 Reviews - 180 University Ave, Palo - Yelp I took off work that afternoon. When I had it repaired by a professional, they showed me that the stitching was never finished in a way that would hold up. As a young adult, I felt I was ordering the hip, trendy furniture I needed in my adult life. While most are satisfied with their experiences, there are some complaints about durability, perceived quality for the price, and delivery in some cases. 5. I left - that's NO WAY to do business to bad, it's a lovely store ! We just bought a house and planned to spend lots more money there than we already did, but the experience was just such a letdown. Just expected a little more options when ordering such an expensive "custom" item. For their prices they need to train their phone help in shipping on how to speak to customers. You'd expect a lot more from the Cedros district in Solana Beach. When I called back, I was told that the item was out of stock and there was nothing she could do. Went to the store to try to order glass replaced globe that broke while GENTLY cleaning. I have no desire to purchase from this company. Delivery from West Elm and CB2 outlets - iFurnitureAssembly I'm currently redoing my master bedroom and dining room and have found pieces that I love here! I was told to send photos (after a lengthy time) and I did. . Kind calm helpful. Shortly after my final email to West Elm, the frame in the middle of the sofa broke (we are regular sized people). We'll go through the top picks and talk about the ins and outs of West Elm's offerings. Will NEVER send any of my clients or bring them here to shop ever again. Hope they go bankrupt! Invested in a kitchen table and chairs that we were planning on having for a long time. Walked basically throughout the whole store before being helped or even greeted. Lisa was very helpful, knowledgeable and honest about the items in store and went out of her way to make sure I was a happy and satisfied customer. (Of course they have charged me for them already) Every time I call them it is just sheer frustration. Up-to-date, we will be looking at reporting West Elm to the Better Business Bureau after our recent visit to the Phoenix store, realizing we've virtually been swindled out of $$$ by West Elm. today is February 18th and I still do not have my stuff. Anyway, I recommend shopping for furniture elsewhere. I ordered in early March 2021 and received my . Customers pay for the service based on the price of the item they ordered. The service is crazy, crazy terrible. Ordered a dining room table in January (4 months ago) was originally told it would be here in February then I got an email in Feb saying it wouldn't be here till April. Where Slumber Search discusses medical ailments, we strive to ensure the information on this site is accurate, current and useful, however, we do not warrant the accuracy or completeness of any information related to medicine. 11 Furniture Companies with White Glove Delivery Service They say they told me on 12/31 on back order LIE! The combinations he comes up with TRUST THEM.-) NOTE: I will say I have personally witnessed customers act "entitled" with staff. Poor delivery process. They even sell succulents and cacti now! I think the internal assistance line should be more respectful to its fellow employees as they are also dealing with customers. (Randy definitely needs customer service training and a different attitude is he is going to be working with customers). Read Customer Service Reviews of www.westelm.co.uk - Trustpilot I could expect it on December 16th. They act like they're working in a store in Beverly Hills on Rodeo Drive. they gave us 2 hrs time frame for delivery; 1-3pm for august 30th. I ordered my sofa 14 weeks ago & still nothing. I bought a beautiful box frame dining table, with a raw mango wood top, less than a year ago. I paid $549 (plus all the pluses) and within 2 weeks of placing my order, saw an article in Architectural Digest about the 19 best carts out there and WE's was among them -- for $299. And to talk to her supervisor, well you put in a request and wait 24-72 hours for a return call. In addition to the top categories above, West Elm offers a wide array of other home products, such as: West Elm stores can be found across North America and in multiple worldwide destinations. They're always inconvenienced when you ask a question, need help or even go to check out. 2. who ever i called in this company, they were not helpful at all. I couldn't believe their own company would do that to their own employees. So underwhelming the whole store - especially after having come from EQ3 which is nothing less than breathtaking. I love the couch, but West Elm won't do anything to help us get it finished by a professional because we've had the couch for so long and because this meets their standards. pinterest. We've been in twice to purchase furniture and have been completely ignored by the staff. I hope no one ever gives me a gift card from this store. Right after the delivery crew was gone we realized that there's supposed to be an additional leg mounted in the center of the sofa. If i ever have to choose a west elm for order pick up, I will probably not choose this location. In its short history, Handy has helped thousands of customers build furniture in NYC, SF, Boston, Chicago, Los Angeles, London, and beyond. It's a Friday afternoon with not a lot of shoppers. I'm wondering the same thing only WHY are y'all so rude and ugly to people? Amazing experience + Quality product! I don't know what he's been doing the last half hour, but obviously he wasn't tracking down the blanket even though I had provided him the "Return ID" that was provided on the receipt which was provided by the Emeryville store. It is an L shaped sofa that has a hinge to remove the elongated piece to separate which looks nice and allows one to switch up the look. If you want something that is long lasting don't shop here. I live alone, no kids, no husband, no big dog and this piece looks like it's been used hard in just a short time. delivery guy jackson called us at 11am and said that he wanted to deliver this table at that time. What color? I feel bad for anyone who has to speak on the phone with the customer service reps for West Elm regarding an order you've placed. Items were ordered May 13th. The cons: Some delivery issues as well as longevity concerns with some rugs were mentioned. are you serious ??? I don't know what to do because I need this color but the blanket literally clogged my wash and dryer. We had a quite a challenge. I felt bad for them though cause they were trying to help me on a cancelled order I didn't get refunded for and the internal service agent kept on purposely hanging up on them multiple times when asking billing questions! In conclusion: Pushy yet helpful sales associates, beautiful furniture, nice to talk to customer service, and absolutely abhorrent overall service due to a hot mess of a delivery process. We understand that WestElm wants to reduce the trips, but waiting for 4 months seems excessive if all items in an order are ready to be shipped except for one item. You have to go through ANOTHER hoop and receive these "reward dollars" in the mail. this applies not only to San Ramon but to all stores of this network the same thing happens !!! The second time we were here to checkout curtain and curtain hardware. It's a BEAUTIFUL store. My roller chair is losing ball bearings all over the place (luckily my cat hasn't eaten any before I find them). West Elm even carries some items for the eco-conscious shopper as part of their commitment to 'shop for good'. Then, I saw the exact same product at Bed Bath & Beyond for $150 (the box was opened so I could truly compare)!! I had an amazing experience in the store today! Beautiful new store! Ridiculously awful customer service. I've purchased several sofas in my life and I've never had one fray and the material pile. With that save yourself the hassle of not getting your furniture in a timely, hell, a REASONABLE, fashion. Was greeted and helped right when walking through the door which we hadn't been getting a lot of during our furniture shopping journey. I ordered a crib online and estimated delivery date was 8/5. I placed an order back in December the table in this order finally came in. Zinus Jackie Sofa, $390. The quality of a sofa I purchased is very disappointing. You can also find pillows, wall dcor, accessories and gifts for under $25, as well as modern furniture and lighting for under $100. My husband and I were standing there by their service kiosk for 15 minutes waiting for the lady to acknowledge us and then someone else comes up and she helps them out first. Furniture shopping is an oftentimes tedious and mundane task. This is fraudulent. Needed a replacement globe for their Eclipse Chandelier which they still show in their catalog. The furniture and decor all look modern, but it's all built by low-skill workers in 3rd world countries and the quality shows. This is Pottery Barn's shipping schedule. Between design consultations and answering the phones I was literally unable to get either one's attention during my half an hour visit. Pretty much done with this company. We cannot exchange any items, but have to wait for the funds to go back to either our W.E. She was emotionless. I would simply say "I'm sorry but as per our policy." Instead, the employee named Sabrina decided it was a good idea to LECTURE me LOUDLY about their return policies in front of everyone. I'm not an expert by any means, so this was extremely helpful. The other person pushed that heavily "just go on-line". If you want more value go to Living Spaces. They've very nice furniture at a very Hugh price. My wife became excited and started looking online right away. In the meantime I kept accruing interest. Some of my Ikea furniture has held up better. I explained that we had called in advance to confirm and she literally had no words for us. Orbit Restaurant Round Dining Table (30"-36") - Faux Marble. Within two months the sofa looked awful - dirty, pulled threads on the entire sofa. Very kid friendly I saw a bunch of children just hanging out on the couches on their iPads while parents shopped. We stated that we simply want to use the coupon that the store had sent us. Very bad quality furniture. Not worth the money spent -$2400.00. For example, there was no harp in the box, which means I could not attach the shade to the base. Avoid this place. I wouldn't even want their stuff for free, frankly. Just because it is designer doesn't mean we need to appreciate the garbage they sell. She was somehow able to get the couch delivered on September 19th and the outdoor seating that following week. Particularly in San Francisco the sidewalks are very dirty and unhygienic. Impossible to cover. The store was super busy since it's weekend and there was a sale. Extremely helpful and honest and patient. Did you even listen to how I had answered the question you first asked me in the first place?? So I start digging. When I call customer service they cannot give me any delivery date; the only update they have is that the order is in-process so I am living in my 1 bedroom apartment without a furniture for a month now. Every time I shop here, I regret it. Key Rewards gives your 3% of your money back to use on your next purchase. When we were calmly trying to explain our frustrations with being overlooked while waiting to be helped, there were no apologies and instead we were treated like we were the rude ones. The staff immediately started barking at me not to pick up this swatch or that swatch. he called my fiancee at 1.03pm to say he is leaving because nobody is there! Not made in USA but better build quality than Restoration Hardware and a lower price (see their display in San Leandro). In the future I'll only be buying potentially decorative items from them (if they are on clearance for a reasonable price). I went into the store today, to pick up a touch-up kit, and do a little shopping. But today I had the unpleasant task of dealing with Sabrina for a return. and after i just waiting) and thats all. There were things that we want to feel in person before getting so we came to the store. The other posts you see here about customer service are in line with my experiences. published May 26, 2023. A few have also brought up concerns with the longevity of their dining furniture. West Elm, please do the right thing and give us our money back. We spent so long just trying to find someone who could helped us with finding the colors we wanted for a couch. I have very bad experience with them. The total of the furniture (dining table, 6 dining chairs and rug) was about $3,200, so with the 30% off, I'd be saving over $900 and the total would be around $2,300, right? After 2.5 hours of being on hold I finally reached a very sweet gal in customer service who put in a request to cancel my order. The amount will hold on your credit card. She knew that we were going to buy lots of furniture over the next few months, so she should have been telling us. The sales associate did NOT notify me that my purchase was transferred to a gift card during this time. She's been at West Elm for 9 years and I guess that's 9 years too long. I've been waiting for a couch for over a month now and have yet to hear anything about it. My mom got me an 8x10 wool rug for over $1000, after only 3 months I have to throw it in the garbage, it has a bald spot. Wanted to buy two things that they had in back, but waited over 20 minutes to finally have it brought out. We waited for more than 10 minutes and Angela never arrived. We spent more than $15,000. I had a reward credit for $300 with the WE credit card and I decided to purchase something in the store in July that only needed $200. It would be one thing if this was the first problem I've had but I've had several problems with past orders through the store as well. So, we asked to speak to a Manager. Top 645 West Elm Reviews Homeowners Furniture Stores West Elm 1.8/5 (645 reviews) Are you this business? The one who helped us with our item (if you can even call it help) left us feeling like we were bothering her just because we wanted to buy something and was such a buzzkill to do business with. Ecery single call to customer service takes forever and requires reading the order number 5 times. They're LIARS! I purchased a harmony modular 4 piece sectional and had a horrible experience. When it comes to your own comfort, your own body is the only North Star. What? You will never get management on the telephone. It's a two part shipment, the arms weren't in their local warehouse. I had the option of choosing reward points or 0% interest. I threw it in the wash and when I pulled it out I noticed pieces of it were coming off. What kind of bullsheet is that?!? They make really quality stuff, so the tough part is putting tasteful stuff together. I would give a zero if possible. This turned out to be true inside all of the cushions and pillows. Using their step-by-step guide will make your Ferndalehaus loft a home in no time flat: Start with the sofa. Georgia and Lahnna were informative and price conscious. I received a phone call around 7:45am from the delivery person telling me they don't actually have the table top because it was indeed damaged, and yep, another one was being delivered in it's place. If you buy something through our links, we may earn a commission. Bought a Ruby coffee table that broke after just 2 weeks. This is a review of my online experience, but until they tell me where to move it, I'll pick the Palo Alto location. I was so happy to meet Rico in person, and thank him face to face. I called and they said I didn't have this promotion. When we were placing our order the sales associate showed us the break down of expected delivery dates, roughly 4 weeks for everything-Order date was August 2nd, expected delivery was Sept. 4th-18th- except the coffee table expected mid October.

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