I was so excited when Palm Springs was getting a new West Elm store in the heart of a revitalized downtown. West Elm, you should be ashamed of this store's customer service and the unprofessional, immature behavior of this store's manager and cashier. Couch ended up costing me $400 more- wish I had bought elsewhere. Easy parking. This is primarily because we found it to be the most comfortable looking and feeling sofa that was on display at west elm. I have tried to shop at their website so many different times coming away disappointed. I wanted to check out the West Elm and I was so glad I did. I'm sorry - that's not what the gift card itself says, and its 2018: I'm pretty sure WE can figure out how to do an online transaction. It was delivered on September 15, 2016. It arrived with a wiring kit so the fixture could be used as a lampshade with a floor lamp OR as an installed fixture. I love my West Elm Sectional it’s so versatile and comfortable. It's a two part shipment, the arms weren't in their local warehouse. 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. Asking everything in paper. Now, waiting another 2 weeks for a shipment. Share your voice on ResellerRatings.com I didnât try the reclining part, but that would be the only way Iâd consider this nappable. You have to manually click on one promotion or the other. I bought a weaved basket and while it is pretty - it is not made very sturdy at all. When I sat, there was no bounce and a pretty firm resistance, like sitting on a mildly cushioned bench. This sectional's roomy terminal chaise offers even extra lounge room, perfect for movie nights at home. I now have guest visiting soon and no couch. he called my fiancee at 1.03pm to say he is leaving because nobody is there! today is February 18th and I still do not have my stuff. If I had not kept the receipt this long I would have been out what I paid for the blanket. As soon as I found out about the points option I called the store and spoke with Lana. Aadi came to the rescue with incredibly thoughtful design recommendations, initiative to measure out our hypothetical space with a ruler, patience to answer our million questions, problem solving to look up different furniture options/colors and reformatting furniture pieces together, honesty (with great tactfulness) to disagree with less preferred designs, and creativity to draw out our floor plan and recreate a similar version at the store. I've shopped West Elm a number of times since my original review - probably more than any other store. We were in the store 30+ minutes, pulling out sleeper sofas, clearly looking for furniture and no one spoke to us. It is a little pricey but overall worth it. The furniture is expensive, but really just heavier and a larger version of what you'd get at Pier 1 or Cost Plus. West Elm's big in-store problem (and what will ultimately ruin their business) is the same thing that happened at Macys, and is probably part of the reason Macys is closing so many stores nationwide at the moment. What they don't do is fix the problem. Lots of "in style" furniture to choose from. The pros: A pretty selection of interesting, modern dining furniture. And I'm sure the kit would have worked fine BUT it didn't include a cap, so when we removed the old fixture and tried to put this one in, that meant there was a big hole in the ceiling where the old ugly cap was! and after i just waiting) and thats all. How do they stay in business? So, durability is also essential. After all of that, the employee said she would not be able to apply the 15% off in store promo. The pros: A nice selection of coffee tables with interesting designs. My beef is not with the store itself but with the fulfillment of their delivery commitments. LIE! West Elm review rated 3.3/5.0 with 3 Comments: I purchased the Henry Sleeper sofa in August 2016. who ever i called in this company, they were not helpful at all. In the meantime I kept accruing interest. I waited at the counter with another person who wanted to pay for an item. While the top of the duvet is thick and nice, the underside definitely has a lower thread count, is cheap feeling, and VERY thin. Kudos, Andres, Diane and all at WE in Palo Alto! If i ever have to choose a west elm for order pick up, I will probably not choose this location. Items that aren’t eligible for return are: I received no further response to my emails. After half an hour I gave up and left. Thxs & Happy New Year! so professional, they called me 30 min before to let me know they are coming. Yikes! If you like made in America furniture go to EQ3 just across the street. These cookies do not store any personal information. It was a couple of months before I realized I was being charged interest. Even if I didnât like a particular sofa, I decided to imagine the situation or lifestyle that it would work in. The staff was very friendly but didn't hassle me as I browsed. Making the customer feel comfortable is first best practice - saying "that's not how you do this here" is rude and a lost opportunity to help someone. Unfortunately, it was not the color we expected, so we returned in-store looking for another blanket with the color more suitable for our bedroom. They also have free design services which is nice to utilize. We got the "in stock" material, and while in the store the sales associate reassured us everything else was in stock so it was just a matter of the couch being completed. It’s has been rapidly degrading ever since... West Elm - Henry Sofa Sleeper Fail Jan 02, 2019 @ Pissed Consumer We sincerely hope that whatever your interaction with this site, that it is helpful and timely for you, and that the product information here guides you to the best outcome for your daily life. The staff are not very attentive and have a sense of faux entitled sophistication rather then genuine friendliness and wanting to be helpful. I … I used to shop on line but now I get to experience, touch and feel all products. Fun location as well. I would not buy furniture at West Elm again. Lacking in supplies of merchandise and sales are misleading. Last week there seemed to be only two people on the floor - albeit several behind the counter ringing up sales - and they were overwhelmed. Last correspondence was a staff member telling me that a manager would be handling our case. I don't know what to do because I need this color but the blanket literally clogged my wash and dryer. I was wondering why the ratings were so low, I've always love West Elm for their modern, San Ramon West Elm must be prettyyyy desperate, We purchased a small table and custom chair, Stopped in to take a look at there merchandise, I can't get anyone at West Elm to help me, It pains me to give West Elm a 1-star review, My beef is not with the store itself but with the fulfillment, They are unable to fulfill orders at this time, I just had the most amazing customer service here, This is a review solely for the delivery service. So I thought I could tighten a leg maybe to help..nope. Order from the store is not different compare with order online. Horrible customer service. Their bad attitudes and disgusting demeanors have no place in this business. Was trying to buy a sofa and match the color w my new coat of paint in my living room. I bought some stuff for a client and before purchasing it ASKED if I was able to return the items, they told me yes. 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. Less than two years after spending $1500 on the sofa, we needed to replace it. Always the rudest employees here. I found this couch and like it, but some of the reviews online of West Elm furniture are scary. 2021-2022 Slumber Search $1,000 Scholarship. Needed a replacement globe for their Eclipse Chandelier which they still show in their catalog. Cheap garbage at inflated prices..avoid. We are still not received full refund from West Elm after two months. BUT APPARENTLY NOW RANDY AND THE STORE MANAGER, ANGELA, HAVE CHANGED THEIR MINDS, AND INSTEAD OF HONORING THEIR COUPON AND OVERRIDING THE ERROR IN THE SYSTEM, THEY ARE GOING TO NOT HONOR IT JUST TO BE UGLY. Shortly after my final email to West Elm, the frame in the middle of the sofa broke (we are regular sized people). If Emeryville had just followed through on a simple return (btw I purchased another blanket in exchange for the one I returned.) The initial sit was comfortable though, and the cushions have a bit of give so as not to hurt the tailbone, but no bounce back. Have spent the last 4 months trying to manage the return and receive my refund. 1. No wonder they don't want reviews on their website. Let me start off by saying, I love the quality and the selections that West Elm has to offer. Please disable your adblock for read our content. Still waiting for replacement, its been a month. In May 2019, I wrote to West Elm customer service. The amount will hold on your credit card. So, where's my dining table? 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 $2,300, right? I love my West Elm Sectional it’s so versatile and comfortable. He then asks what store I returned the blanket to. She had ample opportunity to apologize for her error but couldn't be bothered. Love love love! The store is always gorgeous and features room settings you could immediately move into your home. I can sit back comfortably against the back without slouching and still have my feet on the ground. I'm a fan of the style at West elm. Colin is super awesome. I did like how the cushions do retain their shape well: I pushed on a corner of the pillow, and it gradually reshaped itself, so thatâs a good indication of durability! useless!!! Surprisingly, they don't allow reviews. No firm ETA on delivery date That being said. People like Michelle remind you that walking into a larger store instead of a small home boutique or on-line shopping can still be enjoyable. * Not only did we find out our money was locked into a "gift card", we also could not do a straight forward exchange on the chairs, our only option to get new chairs was to pay out of pocket again, despite all of the "rewards," "points," and event money we should have for an exchange. You have to go through ANOTHER hoop and receive these "reward dollars" in the mail. we had to refused him as i was going to take half day off at work as well as elevators were supposed to be reserved by the management. I bought 8 pieces of furniture from West Elm. Discovering this saddened me, so I called the Austin store on 5th and Lamar, for advice on repairs. No response. Not functional. We were trying to get 2 swivel chairs which cost a total of~1000$. Available colors: 94 upholstery options, 3 leather options, Depth Options: Standard (41â) or extra deep (47â). I received the duvet and was instantly disappointed. Don't order anything from here if you want it within 10 months of ordering. Iâm a sucker for any sofa that has throw pillows, and the more, the better! Go somewhere else to buy a sofa unless you have money to burn. West Elm offers modern furniture and home decor featuring inspiring designs and colors. The best views of the Golden Gate bridge too. Overall impression:Â This model has a light wooden base that contrasts nicely with the overstuffed cushions, which creates a fascinating piece. So any damn question I ask should be fair. A gentleman who worked there came up to the counter, saw us both and said someone will be with you shortly. Once you start digging, you realize that West Elm has terrible, overpriced products and extremely lacking customer service. You may have different criteria and opinions. I picked something small and made my way to the counter where the same Lee Stauffer mentioned in my earlier review waited on me. Delivery Attempt 1: They deliver the could without arms. As an aside, later, Travis at H3K (that will be a separate review) filled in all the blanks while adding original art and lots of fun and whimsical items (in his words, "Ok, you have a tasteful home, now let me get in there and make it FUN!"). Michelle promptly turned a bad experience with much time wasted and me almost walking out of store and not returning to West Elm. In this video Sofa Selector reviews the West Elm Andes Sofa. West elm sells modern, pretty furniture of dubious quality. But back to West Elm. Just expected a little more options when ordering such an expensive "custom" item. West Elm carries around 100 different modern coffee table options that can help elevate the design of your living space. I bought a couch from West Elm because of the 0% interest promotion. First table got lost - followed up and they shipped the second one - after 3 weeks found out that it was never shipped. Not made in USA but better build quality than Restoration Hardware and a lower price (see their display in San Leandro). A thousand dollars is nothing to you but it is significant to us. We purchased a 94 inch dining table about 8 weeks ago.