I visited San Francisco with my girlfriend for Christmas during the Pandemic. We were coming from New York where things were quite bad at the time, and during our visit I stumbled into a few West Elm stores in search for some furniture. I was greeted by the manager, Marty, who helped with my order.When the order arrived in NY, there appeared to be a misnomer with the size of the sectional. It was advertised online as 112 wide, whereas what arrived was only a 90 wide sectional (not his fault). Despite this, he made every single effort to make it right. Every. Single. Effort.The replacement sectional is to arrive tomorrow and Martys customer service excellence has encouraged me to make other purchases with him and his staff even while living on the other side of the country! He also provided great advice when helping me furnish my apartment and I have learned a lot from him.I was, and still am grateful for Marty and his prompt, professional, customer-first attitude. Life does not always go as planned, and there is comfort knowing Marty and his team will be there to make it right when it doesnt.Thanks again mate!Chris

One star for their logistics and online customer service. Working with them was a frustrating experience and made me feel they are not trustworthy. I ordered Dennes sectional sofa and the expected shipping day was end of Sep. I waited for the delivery on that day and they never showed up, turned out the appointment was cancelled without informing me. I called them, and they told me one item was missing and they can rescheduled the appointment on Friday. On Friday, they called. They told me the vendor sent them the wrong piece, so they had to return it and order the new one, the estimated shipping date is Jan 2022. I asked them if they can talk to vendor to expedite it since they are the one who made the mistake, they told me they would and of course they never called back. Now the shipping date is Mar, we have no sofa and we have to cancel our order. What a memorable experience.

I didnt end up buying anything here on my last visit, but I always enjoy shopping around here to get inspired with home decor. Everything was beautifully arranged and the items are beautiful as well.

The definition of high-end furniture and outrageous prices. It is always a fun time to walk around and see what furnitures I cannot afford today. At least the items are all well designed and functional.They have decent Covid protocols with social distancing and stair way dividers.

I had a great experience at this store. Assistant Manager Wilfred was very friendly, helpful, and knowledgeable. He answered all our questions about the couch we were interested in without pressuring us to buy it.

I really like this store. Aside from the furniture, of which I have purchased several pieces in the past, the staff are helpful and attentive (and proactive).

We were referred to the San Mateo west elm by Emeryville store, given product availability.. Will, the manager, went the extra mile to correct the problem we had, and produce very satisfied customers. Highly likely to be return shoppers! Thank you Will,.

Really cool designed furniture, it is a must see place if you are on the hunt for furniture.

I feel like I live at the West Elm San Mateo store as we are in the processes of buying all new furniture for our home. We have had the most positive experience working with the staff here. They have been so patient with are changes, multiple orders and 1000 questions. West Elm in general has beautiful pieces and we can’t wait to see what we have pieced together.

I cannot thank Cathy at this location enough!! 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!I feel horrible that it ended up being more efficient for me to place the order online as opposed to through the store. So the store is only getting credit for a few of the items that were available for curbside pickup. Really wish they could have gotten credit for the whole order or that their system allowed stores to place curbside orders.

New store. Large and spacious compared to the one up north and nicer than the one in Palo Alto. Service was good on the times I needed it. Also it’s easy to park up front to load up the car.

Poor experience. Went to look for an arm chair. Was blown off by an associate.

Great customer service, didnt push you to buy anything and made sure that you felt comfortable.

Regardless of the pricing, staff is very helpful.

We went in to check it out and ended up really liking a table. There was no one really there to help us is the only thing. They could of sold it to us tonight probably. But may just order online.

West elm is by far one of my favourite furniture stores to shop at. This store is fairly new and has products beautifully displayed throughout the storefront. Unfortunately the people working there don’t seem to know what they are doing. If I knew they were so unorganized, I would’ve purchased from a different store. I love the new coffee table I just bought, but the journey was unnecessarily painful. My advice - browse at this location but purchase at the Palo Alto or Emeryville location to avoid missing pieces and miscommunication.

Store is amazing, biger then the one in Palo Alto and with more options on the furniture I want it to buy. Also personal was very helpful and nice!

I just walked in at 6:15pm, while the store as well as online Google maps said its open until 7pm. The store person has closed the door, citing its closed now. Looks like management is unable to get their store people run a store the proper way.

They never have anything in stock.

Very clean and nicely designed store

Great selection and price

I Like West elm