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December 2025 by Vena Lewis
Beautiful store so bright & cozy! Lovely & knowledgeable staff too!
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November 2025 by M
I genuinely do not understand how this store continues to operate. The staff carries themselves as if they are working in a high-end retail environment, yet the level of service provided is far from it.
I have ordered from this company online in the past and never encountered any issues, so I decided to make the long drive to the Burbank location to see the furniture I intended to purchase in person. Unfortunately, the instore experience was extremely disappointing. There were multiple problems with my order, including being overcharged. After numerous phone calls and additional trips back to the store, the issues were eventually resolve but only after a significant amount of frustration.
Throughout the entire process, the staff remained consistently unhelpful and dismissive. This experience raised concerns about the store’s management, customer service standards, and overall reliability.
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November 2025 by deana
Staff was less than helpful with ordering in store. Skip the hassle and order it online yourself. Dates and details get all mixed up, im not sure if they arent paying attention but it was a mess and based on other negative comments I should've taken the warning and skipped the hassle. We love west elm and just moved out here from the east coast. Night and day customer service, they just want your commission or something at this location.
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October 2025 by Nick Mancinelli
DO NOT ORDER ANYTHING IN STORE!!! Ordered a bed frame in store, then i called to cancel and exchange for a dresser. First they sent the wrong sized dresser after I was very clear and repeated the specs of what I wanted. Sent it back and thought i was done with their nonsense. Nope. They sent the bed frame anyways. Just order online if you must. The staff is incompetent, happy as long as they get your commission.
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August 2025 by Sharon Kirkpatrick
Worst customer service I have ever experienced. Forget about anything they say about availability or delivery schedule, Heaven help you if there is anything wrong with your product. Ordered a sectional las October. Their advertised 5 week delivery for “in stock” items turned out to be “maybe by Christmas, but probably not until mid January or beginning of February, so I opted for custom fabric, which was promised by early March, which turned into the beginning of April . Sectional cushion was defective. They lost my first claim, so I had to file a second set of photos and paperwork. Took over a month to process. Finally was told the would send a replacement by September . Now, they’re saying after Thanksgiving! Unless you get lucky and actually receive furniture that is not defective, you can count on over a year for them to fulfill their promises and I’m still not certain they will do that.The only “apology “ I have been offered is a possible discount on a future purchase, but nothing is worth going through this kind of frustration again, especially when West Elm has shown how little they care about either the quality of their products or their customer service.
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October 2024 by Sophia Schlesinger
i do love the kitchenware and often have come across some sale prices. i went in expecting at least someone to say hello to me, or ask if i needed any help because it was dead. nope. just 3 staff members on their computers and gossiping. i browsed for about 20 minutes, without a single word being said to me as they passed by multiple times. ended up finding some really nice plates for a steal, if they weren’t on sale i probably wouldn’t have purchased anything. bummer because this is the closest west elm to me, but would do a further drive for better customer service.
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August 2024 by Ofir Zaidenberg
I purchased an extremely expensive dresser, which took two months to arrive. Upon finally receiving it, I discovered that the drawers do not close properly and lack a soft-close feature. Frankly, I’ve bought better quality items from IKEA. When I contacted customer service, they requested photos but have yet to take any meaningful action. I am reluctant to return the dresser after waiting so long, and I am very disappointed with both the product quality and the customer service. I believe I deserve significant compensation for this experience.
Additionally, as a new customer, I also purchased a coffee table. They made me wait two months for this as well, since they refused to deliver the items separately. Upon delivery, the truck driver informed me that the coffee table was completely broken in half.
If customer service can resolve these issues satisfactorily, I would be willing to update my review. Currently, I am very disappointed.
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July 2024 by Lisa Cefalu
The low rating is for the completely horrible and cheap craftsmanship of their furniture. I paid almost $5000 for a harmony sectional with the highest durable grade fabric that looks like a 10yr old worn sweater in 5 months and the pillows are flat , uncomfortable and the springs squeak. My son and I both weigh under 160lbs. So no heavy wear and tear on the springs. You can also feel the frame now under the cushions. I have a 12yr old pottery barn couch in my office that gets high usage that has held up perfectly only signs of some slight wear on the fabric at this point, which would be expected. I also have several West Elm glass and gold tables where there are some weird spots on the gold for no reason just happened over time. I am so disappointed in the lack of quality and the furniture from this company. I will give 5 STARS to the staff of the store who are very helpful and the Marlene at 800 customer service number who issued a gift card to refund my couch and I am taking it to pottery barn to buy a new one. I will no longer purchase furniture from West Elm. Pottery Barn and William Sonoma yes but this company needs to work on their product quality control at West Elm. It’s horrible.
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May 2024 by Audrey Morguess
Got an amazing deal on an end table, beautiful and contemporary.
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April 2024 by John
Beautiful furniture and more. Helpful staff
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April 2024 by TJ Tramonto
Mellany and Flor were very helpful. We appreciated the discounts on floor models and took several items home with us.
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March 2024 by Kevin Andrews
The delivery department is horrible. Unorganized, not helpful, and bad customer service.You’d think paying an arm and a leg for a small piece of furniture you would at least get decent service.
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March 2024 by X W
West elm over all sucks!’ They have cheap quality item and market as luxury! And poor customer service over the phone, I return something they miss described it online and they charge me $12.10 for the return fee without even mentioning it to me! Will never shop here again!
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November 2023 by Brendon Forbes
Small store, prices are high.
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November 2023 by Mike Santa Cruz
Kind of pricey
