The staff here are really nice, professional and knowledgeable. Things get bad when you deal with the post sale order!My complaint is solely about the order fulfillment process. I ordered a sofa in store as it was ‘in stock’, I then got an email to schedule my delivery and selected a time and date.I got help to remove the heavy old sofa, confirmed my time to be at home during the delivery slot and then waited….. and waited. No sofa.I eventually found out that the order had been cancelled (due to quality issues) and a new one would arrive in December (!). I had to discover this myself by clicking around on the order tracking and spending time in multiple phone tree and with two agents.It would have just been a common courtesy to let me know you had to cancel my delivery. You effectively stood me up without any notice and left it to me to find out why….I now have no old sofa, no new sofa and am not going to shop with you again. How can you confirm a delivery and then forget to tell a customer what is happening. It makes no sense. You have a very broken process somewhere and forgot about the customer. I just don’t want it to happen to anybody else.

HORRIBLE customer service. I ordered the mid century wood chair in the finish Pecan in store to be delivered at my home. When it arrived, the finish was not what I ordered. Hoping to resolve the issue, I went to the store to see if they would accept the one I received and swap it for their floor model. Both the floor manager and visual manager said they can’t sell any floor models because they have to maintain the color scheme and aesthetic. Clearly this means this store and brand are more concerned about the look of their store than making the customer happy. West Elm, where the customer comes last. I will be taking my business elsewhere.

Ordered from Strawberry Village Store. On arrival, boxes damaged and opened; one stool with scratches. WElm eventually offered to either refund delivery charge or give small discount for damaged stool, but not both. Ill do business elsewhere.

Really beautiful furniture. The staff was very nice too.

This place is pricey, but I enjoy their products. The customer service is also top notch. Their rewards program is pretty stellar too.

This location is understaffed and poorly managed. Took me 30 mins to pick up an online order. Items were poorly maintained and packaged too

Very helpful staff and nice store. Long lead times for furniture but so does every place right now.

Good place depending on season great products

Had a wonderful experience at this West Elm location. Background: the store had maybe 6 or so customers, but only 2 employees running the floor. You could see they were really juggling and trying to do their best for everyone and answer phones at the same time. Janice was phenomenal with getting me connected with a dresser they happened to have in stock at their off-site and helped place an order for me for a desk (national shortage of desks because of Covid I guess). All in all, enjoyable experience. You do have to wait if they are busy, but good customer service for how spread thin they are.

I should have read the reviews here before making a purchase at the store. I agree that customer service from this store is awful. The sales staff is not well trained and they have no follow through. We have been waiting for an item for two months now only for them to cancel the order without letting us know they did so. The only reason we found out was because we were following the status. We called the store and was asked to call back when it was less busy. I had to talk to the General Manager who couldn’t give me an answer as to when the item would be in stock again but that I should just repurchase anyway. As a GM, she needs to hold her staff accountable. Seems this has been going on for a long time now and nothing has been fixed.

Nice, designed furniture BUT expect to wait 3+ months for delivery of items from desks, chairs even to plants! Im not expecting instant gratification but 3+ months is ridiculous, they always give a delivery estimate that is within a month or so, then send a follow w apology with a push by months. Crate&Barrel, RH, Room&Board are ALL much faster and pleasant experience!

Had a question about an order I was trying to make online. I phoned and spoke with someone who was super sweet and fun. She helped put in the order for me and was able to give me the discount I was looking for. I highly recommend this place. I bought a nightstand that a friend of mine has and we both love it so I had to get one as well. Nice wood and quality. Very happy!

Free parking, really nice staff, good products with a beautiful design.

Let me start with - I am not a complainer. I merely expected great service from what I perceived as a great brand. Im sure the floor staff there are nice. But our service has been FAR from nice.We bought their Harmony couch over a month ago and ordered it to arrive in LA from SF. The lady said it would take 2 weeks, we were so happy.Somehow our address was entered incorrectly into their database (we entered our address with their one of their staff so no idea how it was changed) and after calling every second day (everyday was too stressful) they have confirmed our couch is still sitting in a warehouse in San Fransisco. There is nothing we can do and there every time I call its the same. Apart from the time one girl lied and said it was on the way to a warehouse in LA. Not to mention the attitude I get on the phone when Im doing my best to be nice an calm and asking why we paid for a couch it seems we will never get. I think our only option now is to cancel all together because they cant seem to find us after weeks of calling! Then we have to find another couch somewhere else that we actually like and wait another 8-10 weeks.This is AWFUL service from a brand that I liked, and no matter how much I like their design, out of principal will never give them money again. You have been warned.

Abhorrent customer service experience. Did not place my order correctly the first time. Went 2 weeks OVER from the initial delivery date. THEN after calling everyday for 1 week and being placed on a 10 minute minimum hold!! THEY RETURNED MY ORDER WITHOUT TELLING ME!!!!!! Now I have waited 6 weeks and have no furniture, no one to talk to about it and very unhappy customer that will never purchase anything from here again. I advise you to do them same!

Walked in store, not knowing it closed 20 minutes earlier. The front door was open. After a few minutes someone abruptly asked how I got in and was told they “always close at 7”. No apologizes. No locking the door behind me. Apparently it was my fault not knowing their hours which were not posted on the door I entered. Very odd uncomfortable encounter. I returned a few days later to poor service and realized grumpiness is the way of this location especially after overhearing how another customer was treated. Shop online or go elsewhere.

Ive you want the worst retail and customer service experience of your life then West Elm is your place! The online store and this retail location failed on so many levels when I tried to purchase a duvet cover it was absolutely astounding. Its a miracle West Elm hasnt bankrupted the entire Williams Sonoma brand. Avoid at all costs.

Margarita is the 80% of the reason I keep buying from this place (the other 20% is because they have nice looking stuff). Extremely attentive, caring, has a keen eye, follows up after the sale has been completed, and is the embodiment of what a good sales associate should be.Want great service? ask for her. But dont be alarmed if it takes awhile to get her as shes probably busy giving another customer the attention they deserve.

Good selections.

Really difficult experience. When we ordered (and paid for) the furniture it was supposed to ship in 2 weeks. That became 5 months. And then our order was canceled without my consent. Our salesperson made all kinds of promises he couldnt keep. The store manager was beyond unhelpful. The customer service people he supposedly put on our case never called. After about 10 calls and 5 hrs I finally found a helpful manager in Dallas but you really cant believe any of the delivery estimates and the salespeople in the store seem utterly powerless to do anything. Also, you will get three marketing emails a day. Dont give them your email.

My partner and I recently visited this store and received horrible service, or more like no service. We wanted to meet with someone to discuss fusing different elements and ideas for redecorating our den. We were prepared to spend a decent amount of money in the store, but could find no one who was willing to assist us. We walked out and will never buy anything from West Elm. If they cant wait on you before you spend money I can only imagine how poor their followup is if you have a problem with an item or delivery. No thanks.

CAUTION: Unfortunately the customer service is horrendous! Even making a purchase is difficult and time consuming. I bought a couch expecting decent quality and it began to pill within a couple months. That was nearly a year ago and Im still having to chase down West Elm to find some sort of resolution. Their customer service is absolutely the worst Ive experienced in a long time. The reps at the store try to be helpful (and are generally pretty good) but its clear that their internal systems severely limit them from being able to help. They can never find my service ticket or track down my previous inquiries so I always have to start over. Its been escalated to their corporate customer service department and it just keeps going from bad to worse. Ill never buy furniture from here again and I caution any one who is considering to. I hope their corporate office sees this review as Ill continue to share this experience on every public forum I can.

Lower quality than expected, but the store itself and the staff are lovely. If the prices seem to good to be true, thats because the products dont holds up well, in my experience. The furnishings Ive purchased here have not worn as well as expected, and Ive owned them no more than two and a half years. The decor and accessories are very enticing, however, and strongly lean to mid-century modern style.

A piece of furniture that was paid, sales person said that it was to be delivered in 3 weeks the most it is 8 weeks and no one seems to help. This is the most unbelievable and worst customer service I have ever have paid $experienced. I paid $1,500.00 for the purchase and now they dont want to reimburse me my money neither have received the piece I have paid and my email address gets swamped with their advertising, in general, West Elm is the worse experience I ever have had, dont come and deal with this business.

Fun store to look around medium to high prices. Staff was low pressure, which is always appreciated. Displays were neat and clean.

Your wife will love spending your money here

Improved tremendously! Kudos to the visual team! So pleased to see clean neat look of the store, you can breath there now.

I received awful customer service. First of all, no one even acknowledged me for over 20 minutes, then the salesperson actually walked away from me in the middle of my explaining what I was looking for. Unbelievable! I suppose he assumed hed go help someone with bigger ticket items. They lost my business. I put all of my items back and walked out. Never returning.

Was denied return of two creaky chairs because they were conveniently outside of return window. It was clearly manufacturer defect and they said take it up with Emeryville store because we bought it there. Do these stores have separate P&L? This business should not exist. They lure customers in with good design and never live up to the quality they should be worth

Steven and Michelle were so helpful as we roamed the store looking for many items to furnish an apartment. Beautiful store and wonderful service!

The staff at the store was helpful and always nice to deal with, and the selection seems extensive. I only wish the online process was as pleasant

Beautifully designed store. But no one offered to help. I am all about customer service regardless of what you may look like. Even just a hello would have given this store an extra star.

I bought a dresser and a nightstand 2.5 months ago, it was never delivered to my home. I came to the store asked the manager give me my money back.Long story short:After 2 months they have Not returned my money.This is a crooked business.

Love working here since before the grand opening. Such a beautiful transition from boxes to holiday setup of the sales floor.

It was great and Janice was very helpful.

So this isnt necessarily a reflection of the store folks, since they were very helpful while we were there - but BEWARE if you order a couch in a custom fabric! We ordered our couch late November and now TWICE they have delivered it in the WRONG color!!! Unbelievable! It is clear on the order receipt and you would think that after blowing it the first time, the manufacturer would be extra careful to get it right, but no. Now 5.5 months later and we are still without a couch. Unbelievable incompetence.

Very little benefit to this store vs the internet. Many items arent kept in stock.Extremely annoying that some items shown in the store can only be ordered over the Internet at a decent extra shipping charge. Other west elms arent like this and will make an effort to let you pickup the exact same items the mill valley store refuses to. They blamed it on a small space but bs - they have plenty of room in back and pottery barn corte madera makes do with much less.

My mom used to work there

West Elm has such and amazing selection of modern home solutions.

If money is no an object, have at it. Very artsy and well made furniture and housewares.

Terrible customer service. Buyer BEWARE: They refuse to sell anything on the larger than a pillow. Awful policy that just cost them several hundred dollars in sales. Will never return.

If you are in your mid-20s to late 20s, you probably love this place.

Wide open. Great ideas.

Worst costumer service ever, well I actually never got any help. You will only get help if you are over dressed and look like you are going to buy the whole store.

It is a West Elm Store... no mystery.

Always takes forever to get anything here

Staff seemed a little distant and rude. Not my favorite shop.

Dim sum delish!

Interesting selection

Incompetent.