This wash down is awesome. They have a lot of great furniture from bedroom sets to kitchen sets. Theyll send a good selection of throw pillows and sofas as well. We actually bought some of our glassware from here and the staff are super helpful and finding some matching glassware in the back of the store. We also got some hanger plants from here as well. Overall I really like this store. Its a pain for my wallet but aside from that I will be back

Horrible customer service. Order was cancelled because they couldn’t find our address. We have not had any issues with our address from any other site. Tried to get it reordered but because it was no longer on sale but couldn’t get it at sale price. Customer service is how you retain customers. Will not be shopping on west elm or pottery barn, etc.

This South Coast Plaza store doesn’t even know their return policy. Dealt with a very rude blonde lady that wouldn’t give me a refund on a quilt that became damaged after I washed it only once according to instructions, and I was still within the 30 day return window as well. All she offered me was store credit and treated me like I was crazy for expecting a return. She said she was doing me a favor and she shouldn’t even be returning it because they don’t accept returns on bedding. No where in their return policy does it say this. I called customer service afterwards and they said that she was wrong and should’ve given me a full refund. I recommend being careful with returns at this store because they clearly don’t know their policy or even abide by them. Horrible customer experience.

If there was an option for putting zero stars for this review of this shameful company, I 110% would. Unfortunately, I had to put the undeserved one star just to be able to speak my mind.This was the worst store I have ever shopped at. I ordered a desk on October of last year, ever since then, they keep on postponing the delivery every month. Now the estimated delivery is August. So it has been 10 months since I ordered this desk. The customer service is disgusting, abhorrent. They keep on lying to me, stalling just to end the call and not deal or help me with my situation. The managers I talk to are extremely rude. I will keep on placing bad reviews, until I get my desk. Will continue...

We will never EVER order from West Elm or shop there again. We ordered an item that the website said was not available in my local store to view ahead of time. It arrived and was a nice piece of furniture but did not work in the space. We returned the desk to the WE store to be told they dont refund shipping. That seems like poor service if you cannot see/buy the item in the store, but whatever. Then I noticed that the receipt was still a few dollars off of the original payment, even after backing out shipping and handling, so I called the store. After talking with an employee I was transferred to the manager who informed me that it is my responsibility to read the terms first and to know that they tax the shipping, which is what accounts for the few dollars that the refund was off. From a customer service standpoint, you really dont get on the phone with a customer who has a concern only to tell them they should have read the fine print. I dont care if its the consumers responsibility or not, its poor, and very snotty, customer service. She also said they have the desk in the store in a different color and I should have manipulated the website enough to see that a different color desk was available in store to view. What? Really?? Not only is the manager not in the right position to deal with reasonable questions and concerns, but her explanation of West Elms policy is the consumer should read fine print AND manipulate the site to see if complimentary pieces, not the one you want, are available to see. Shipping and handling should be refunded if the item you are looking for is not available in store. That should be WEs policy. They should also work on training and development because it was a nice piece of furniture, but company policy and WEs preferred employees just ensured I will never again patronize their store.

Gorgeous upscale furniture. What stood out to me was the marble. Woow!

Love the store but prices are ridiculous.....I get much of the same (if not the same stuff) at outlet stores ...all made in China. You pay for the name,image and high re twos they pay. Beautiful but not throwing money away.

I will never shop at West elm again! I had $100 reward from west elm credit card last year.. unfortunately I couldn’t use it last year due to COVID so I called today and they didn’t let me use it because it was expired or didn’t reissue a new one.. I canceled their credit card today and will never shop there again.. Horrible company!

I have been waiting 14 weeks for 2 chairs they claim will take 10 weeks. My account has been charged and I have not gotten a phone call about a delivery. I have never experienced this from their sister companies. M, which are more upscale. I would never order from them again no matter how much I like their style. It’s just not worth it. How dare u charge me while I pay interest for something I have no idea when delivery will be . I also was over billed by $200.00

They have some cute things but they charge too much for shipping and the online chat cant tell you if the closest store has what you want or if you can pick it up for free. Called 6x. No answer. Voicemail full. Shopping shouldnt be this hard. Think Ill purchase from Crate and Barrel.

Quite possibly the worst customer service/company I have ever had the displeasure of dealing with in my life.My fiancee and I ordered a table/bench from this company. Then the corna virus happened which caused completely understandable delays. We finally received the table and bench in March. However, the bench came in damaged and we were informed it would take another 3 months to get a replacement. Which we were alright with albeit a little peeved it would take so long but due to the pandemic we were okay with it.This would all be fine if they actually gave us what we payed for but they havent. They have essentially stole our money at this point and are refusing to deliver our bench. They even scheduled a delivery with us for today 8/21 and when no one showed up we called them and they say they have no record of our delivery. No one on their customer service team seems to know what is going on and they dont seem to care at all about making it right.I would avoid all purchases with this company they seem to want to scam people out of money or are so incompetent that it comes off as malice.Seriously dont order anything from them unless you are willing to deal with a 6+ month ordeal where you never actually get what you ordered.

I noticed price reduce after couple of days of my purchase for the item I paid $599 which they are selling same dinning table for $478. They do not adjust the price as their policy but they will take the return for 30 days which allow me to return and buy again. How dump is that..

DO NOT WASTE YOUR TIME AND MONEY IN THIS COMPANY! The WORST CUSTOMER EXPERIENCE I’ve ever experienced!!!One of the customer service associate guaranteed me 20% discount on an item that was on sale because their website was having glitches. She gave me 10 days to complete the purchase so I called customer service again to complete the purchase an hour later. However. the associate named Asia talked to her manager CHRISTIE and claimed that THEY CANNOT GIVE ME 20% DISCOUNT AND ALSO CANNOT HONOR ORDER #301690416393 THAT ONE OF THEIR ASSOCIATE CREATED EARLIER. WHAT? HELLO?? YOU MEAN YOU ARE BACKPEDALLING YOUR WORDS AND DO NOT TAKE RESPONSIBILITY FOR YOUR OWN EMPLOYEES ACTION? FOR THAT JUST 20%? ASIA WAS KEEP SAYING THAT SHE WASNT SUPPOSED TO GIVE ME THAT DISCOUNT. EVEN IF IT WASNT, SINCE YOUR EMPLOYEE HAD ALREADY DONE IT, ARENT YOU SUPPOSE TO HONOR IT? I wanted to talk to CHRISTIE myself but she kept hiding behind associates (Asia) back and wouldnt talk to me directly. I asked Asia for her and her managers name and she kept refusing. Hello? not confident to give out your names? It took her good 10 minutes to give out the names, only first names, no last names. Also asked Asia to cancel the order that was placed with the store 30 minutes ago because no discount was given, she told me she couldnt and only store can do it. WHAT? ISNT THAT WHAT CUSTOMER SERVICE IS FOR? SHE WAS COMPLETELY POWERLESS IN WHAT SHE CAN DO. In disbelief, I called the store, and of course they told me that only customer service can do it. Thankfully, the associate at the store called customer service for me and cancelled the order. So called manager, CHRISTIE, is not trained obviously, and have no idea what customer service is all about. What CHRISTIE and your company, WEST ELM, is doing is called CUSTOMER LOSS.

I ordered a throw and was sent the wrong color. The paperwork listed the correct color, yellow but the throw was navy blue. When I called to have it corrected I was told that I had to mail the item back and the correct throw would not be sent until they received the throw back. They offered to give me 15% off any future, non sale item.I mailed the throw back and when I did not receive a credit after waiting 3 week I contacted customer service again and only then did I receive my credit. This was my first order from West Elm and my experience has made me not want to order from them again.

My wife and I have been having trouble trying to furnish our new home (during the pandemic) which has been a challenge. However, we called West Elm to see if they were open, and found out we could scheduled an appointment to shop. We parked down bellow ground floor in the mall parking garage and called the store, and an assistant came down and took us up the elevator to shop. Excellent customer service from arrival to checkout. Specifically thankful for Bahar- the sales associate who helped us. She made what was initially a tenuous task, a blissful and easy shopping experience. My wife and I got everything we needed, and walked out of the store smiling- and we could not have had a better experience thanks to Bahar and the other employees in the store!

Never buy stuff in this company! They are awful!I purchased 6 pieces of furnitures online while I never receive an email or call for delivery scheduling. I keep waiting patiently for 2 weeks and then I realize I could never got them unless I contact them. So I did. And I was told one item in the order was back ordered so the entire order wont be delivered until that back ordered item arrive which is 4-6 weeks later. Thats insane! When I called the customer service, they told me they feel sorry for my experience but they have no control of the delivery. They transferred me to furniture department and let myself deal with their issue. YES! West elm doesnt have control of their back end job. As a customer, please be prepared for dealing with different person in different department and try your best to figure out whats going on there ALL BY YOURSELF!How dare you charge $300 for the shipping? Isnt the company should pay me salary instead since I need to do the rest of the jobs after I paid on your website??

West Elm’s failure to provide the basic service of unused and sanitary products during a viral outbreak is disturbing, as well as their ability to provide the customer service of rectifying their unprofessionalism without further inconveniencing their customer is a complete failure.To sum up (details further below), we ordered online for “contactless” pick up since we’re in the high risk group for Covid, had to physically go into the store anyway, wait in line, only to wait further to receive both items disgustingly used, damaged and BOTH be unsanitary floor models (the ivory rug we purchased is literally charcoal gray with dirt). They are making us drive 1.5 hours back to return to them to fix their mistake of giving us heavily used items, all while they ordered new items to be delivered under the communication that the shipping costs would be refunded, only to then be told they can’t refund them and charged our card for the additional shipping costs anyway. In order to get the overcharge resolved, we have to be even further inconvenienced to make sure we are present in the store on Greg, the regional manager’s time, not ours as the customer. We are extremely saddened at our experience and will not consider West Elm in the future due to their lack of customer service that has ended in great inconvenience, added charges and additional unnecessary health risk during a global pandemic.My husband and I are both immunosuppressant, so we were grateful for the option of contactless pick up from West Elm. Once you arrive in the pick up area, you call their store, however they did not answer and we called on loop for twenty minutes. So we ended up physically going in, something we were uncomfortable with doing as high risk during a pandemic, and something we should’ve never done in the first place if their pick up system actually worked. Once there, they advised us to go down, wait again and someone would bring our items out. After another twenty minutes, we called and they answered and advised us they would notify their employee to bring out our items, as if it was never communicated before. We had our trunk open and instead of placing the items in our trunk, they threw the rug and the pot in front of our car and just walked away. Upon arriving home, we brought in the items only to find them both in terribly used condition. The ivory pebble rug was dark gray with hair and stains all over it and the bottom of our pot was scuffed completely, dented and dirty. We called the store and the salesperson told us they gave us the floor samples by mistake and she would order a new items for us online and have the shipping costs refunded and told us we had to drive the rug back for a refund, which at this point was frustrating because we didn’t even want the filthy rug with the endless hair and body sheddings of others in our vehicle again or drive an additional 45 minutes each way just to bring it back. To have brought both a heavily used rug and pot into our home in the middle of a pandemic as immunosuppressant people is unsettling, considering we ordered under the guise of a “contactless” service. Unfortunately, she called back to advise us that she couldn’t get the shipping refunded and they went ahead and charged our card for the full price, shipping included and that to get shipping refunded, we’d have to physically go into the store on a specific day when Greg, the regional manager is present to speak with him in person. We are out both unnecessary shipping costs, further inconvenienced and disheartened and saddened by our experience for a store of which we have always turned to for the needs of our home.

Beyond disappointed with West Elm as a brand. They preach all over their website of all the good they are doing but fail to train or equip their frontline employees with the proper training in Customer Service and Retention.I hope this isnt common but their delivery team put me the some of the worst aggravations of my life. Getting it wrong 3 different delivery attempts, barring me from work, and all while their staff lied to me about what was being done. This is not how a company who preaches what you guys preach should treat anyone.Your teams inability to see the real issue and treat my time like I owed it to you and de-value me as a human will not go unheard. Beyond that, I have given your team the opportunity to make it right and no one seems to care. Fix your approach to customer service. You need to be better than this.

TERRIBLE TERRIBLE TERRIBLE company. I would give negative star if its possible.Ive never gotten my product, the shipping takes forever, if you place an order in March, you will expect to have the item in OCTOBER, no business like this...they never answer the phone, no customer service, owner has no care whatsoever for the customers, DO NOT WASTE YOUR MONEY IN THIS COMPANY.

Some shady business practices occur here. My fiancé and I went here and we spent a good amount of money. While we were checking out they started adding additional fees to things that they didn’t have in store. They said they were really just a “showroom” and we had to pay to have things shipped to the store! I’ve never heard of paying for something to get shipped to a store. I pushed them about how unusual this was and they just tried to weasel their way around it.Long story short, none of the price tags are accurate because they take advantage of their customers.

I love that West Elm is now a stones throw away from me yet still far enough that I can resist going every week. I get their catalog. I own a headboard and bed frame from the store. I have purchased pillows and bed linens from the online website. The store and its modern, simplistic designs have my heart and pursestrings. The staff is super helpful and the store is modern, bright, and welcoming. I love everything about this store. I dont enjoy the prices though but you do get what you pay for which is quality, sustainable products that last. I really enjoy getting their catalog but it is so much better to see things in person. Visiting the store this past weekend, I walked by the sales section and got a duvet cover for 50% off. YES! Be still my heart. Thanks for opening a store here, West Elm. Ill be back.

Friendly customer service. Worked with Sam and she was great! Helped us decide what to buy, how to decorate etc. Would recommend to anyone looking to spruce up their place! :)

My wife loves West Elm, but my wallet doesnt. To be honest, its the most affordable of all the William Sonoma brands...which doesnt say much.They take mid-century modern furniture to heart so hipsters rejoice. Tip #1: student ID gets you 10% off. Tip #2: Target has plenty of knock offs at a fraction of the price.

Negative Stars. Purchased a coffee table back in September. Still trying to figure out where it went. I have spoken to 3 Managers. Such a joke. On hold with them now. Yay!

This is a beautiful store with so many beautiful things for the home. I visited the store the week after Christmas with a friend who found a candle she wanted to buy. The line at the register was about 8-10 people deep with just a couple of sales associates behind the counter. She put the candle down and left the store because she didnt want to spend 30 minutes in line. I returned to the store the following week and found several things I wanted to buy. The line at the register was only 2 deep with one associate at the register. Two associates standing behind the counter talking. I was told it would be just a minute...........I waited about 10-15 minutes and also put my items down and left the store. Two lost sales because of not enough help. What a shame. And, they have really beautiful things......

Called twice and got put on infinite hold both times. Are you really that cocky? Too easy to do business? I called the Pasadena location and there were friendly to help. Maybe the manager isnt doing the job.

Excellent shopping experience there. Purchases are easy, employees are always friendly and willing to help, and design services are available to help you put it all together.

Nice home furnishing store. Furniture is a little pricey, but they have a great selection of cool lamps, pillows, flower pots and smaller items as well.

This place is like Decor heaven for me. I was introduced via my mother in law. I LOVE JUST ABOUT EVERYTHING IN THIS STORE!! It is big, and bright when you walk in. The staff is friendly and something always seem on sale.

This place has become a new favorite for me. We picked up a beautiful linen bedroom set. The custumer service rep was great to help us find a couple coupons that save us some $$$. Of course we used that to buy more stuff.

I went to West Elm South Coast Plaza to buy 2 items on June 13 2015. Both were out of stock so the sales assistant told me she would order it for me online right there. The first item arrived in a few days but she did not inform me the second item was back ordered for several weeks. I finally got an email about 6 weeks later that it was on its way and my card was charged. The item never arrived. Tracking said it was delivered but it was not. I called WEST Elm and they said they would send me a replacement but that it was back ordered again. They also said they would not refund my credit card but would send me the item which will arrive in another week.I am not normally a complainer. I feel this is bad service. After not telling me it was back ordered, supposedly having it sent and it not arriving WEST ELM has a customer who will not be shopping there again.

Always amazed with this shop, full of ideas, at the top or natural trends!

Nice store for midcentury modern furniture. Sales staff very helpful

Fancy but worth it.

We didnt go here because this location is closed at the present time (08/08/2020).

Their online order for in-store transactions are a mess. I was charged for $21 shipping fee for a little quilt that should be free shipping if I ordered online by myself. Also, once the order is placed in store, there is no way to cancel or modify the order. Horrible!

Friendly staff who are very attentive. I was stopped multiple times by associates who werent over bearing but just friendly.

Associates at this store do not care for your business. I called three times, as soon as I got connected with “an associate” they just picked up the call and immediately hanged up. First time I thought it was a system glitch, by the third time realized they are plain rude. Don’t even bother doing business here.

They will tell you 1-2 week order, only to be 6 weeks. Called customer service and was suddenly transferred to a different department when I politely asked the rep a couple of questions. Not recommended-- terrible service.

Really interesting furniture. Styles from basic to modern. Very helped staff.

Very careless store associates. They didnt confirm my address before submitting my order. When i asked her to verify my address i realized she put the wrong address. She charged my card and didnt even give a total. I had to ask for that as well.This is the limit of carelessness and poor customer service. WESTELM should train their associates better.

This is an awesome home decor store. They have really unique items, and a super classy style.

The salesperson was so lame that I am returning what I purchased there and wont go back after giving it some thought. I had purchased a flameless candle that is now on sale 40% off. She basically smiled and said It is good that you overpaid for the candle It was late and I think she was tired but Really?

This place is super expensive! The type of stuff they have looks decent and tends to target a millennial audience, but its probably out of the price range of most of them.

Very well organized store.

Everyone here is super helpful. The store is stocked nicely.

Bought a $3,000 sofa and after the salesman ran my card, THEN told me it could take a month for it to be delivered. What?! I decided to wait it out only to now check the status of the order and it hasnt even begun to be made, and the estimated delivery date is even farther out to mid-August. What a joke...NEVER AGAIN

The South Coast Plaza location phone number is useless. I tried over 10 times and never got through to a person.

The sale section is amazing

Nice furniture thats never in stock

Elegant furniture!

A show room of what is in the catalogue. Everything seems overpriced for what you get.

Excellent service

Love it!