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January 2024 by Helen Y.
You will be greeted with condescending attitude and lack of professionalism at this location. Better off ordering your items online or another store altogether.
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October 2023 by Peanut D.
Horrible horrible horrible customer service. I ordered a modern lounger for my daughter on Sept 1. I have called so many times to get an update on the delivery and I have left my name and number for someone to get back to me and no one has called me back at all. today, I finally spoke with someone but I still got horrible service. They were unsure about the date or the status of the delivery of the chair. They do not follow through and they have a horrible customer service over the phone. I will not recommend this place to my family or friends and I am definitely going to stop shopping here.
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September 2023 by Karina M.
I visited here around 4:30pm on September 21st. As I walked in I was not greeted or acknowledged whatsoever. As he's watching me look at the furniture he says "people think this is an ikea" while talking on the phone with someone. Not sure what this man's problem was but he gave off the worst vibes ever!! 0 stars for this man. I would've bought something but his customer service was horrible I said forget it.
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September 2023 by Benjamin Liu
I would not recommend coming to this West Elm Branch, the one in Palo Alto is friendlier. We’ve come here and made multi purchases, but most of the employees (not all) have consistently shown us negative demeanor and attitude through their facial expression, speech, and willingness to assist. (I.e. there has always been a feeling that we were inconveniencing them by being customers)
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August 2023 by N NC
Still waiting on a couch ordered 7 months ago. You couldn't PAY me to ever touch west elm again.
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August 2023 by N N.
Wish I had listened to all of the other reviews about delivery delays and awful customer service. Paid for a couch in January, expected delivery in March. August and still no sign of the order. It's been "shipped" three times, each time it's just lost or destroyed. At this point I think it's just a scam. Avoid at all cost, I cannot overstate how deeply I regret getting involved here.
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July 2023 by Jean Tsou
I love coming to this store as this is probably the largest showroom for West Elm in the Bay Area. They have two levels of large furniture, home decor, lighting, bedding and accessories related to home display you can browse easily. Always come here to give me lots of inspirations! Friendly and helpful staff onsite with Design Center to guide you through to specific question you may have as well.
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July 2023 by Rucha P.
This review is for West Elm delivery. Although I love West Elm products, I will not be ordering again from this brand. I have been waiting for more than a month for a delivery and today they have asked me to wait another two weeks. Had I known about this delay sooner I could have made alternate plans, but according to their customer service, their delivery dates are 'estimated' and shouldn't be relied on. After charging 280$ for delivery I expect better service. I will not be ordering from them again, and if you do, be ready to wait indefinitely for your order.
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June 2023 by Foad Karimian
Terrible return/exchange policy. Rude customer service and messy management. Not sure why people would want to spend money here.
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April 2023 by WuDan 1
I had a frustrating drawn-out unpleasant shopping experience there recently. Two employees made it unpleasant: a sullen young female sales clerk and a do-nothing young man sales clerk, the latter who sat watching 20-30 min as I struggled to get my credit card cleared, only to discover it was West Elm's machine at fault, whereupon Mr Do-Nothing remarked to my sullen sales clerk : Yeah, that machine doesn't work for credit cards, you need to use the other machine." When I got the Customer Survey I explained the above but in more detail (all negative) and noted lack of professionalism. Today I rec'd an email from a K...le Ma...ur telling me "you're a terrible person." I I Googled the name: it was Mr Do-Nothing at West Elm, San Mateo. I am posting this so that "Corporate" can see there is a problem with hiring at this branch. Btw the stock boy was fantastic: five stars for him, the only one who greeted entering customers w/ a friendly greeting, while he was busting his hind end bringing up inventory, unwrapping it, helping load it into customer vehicles, etc. He should be made Manager.
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February 2023 by Joann Smith
Simply awful. They suggested I booked a virtual design appointment. The first appointment got canceled. I booked it again, the 2nd got canceled too. They apologized. I booked a third time. Hooray. I got a virtual appointment. The designer told me she would come back to me with some layouts, and ideas... and 1 week later no reply. I called the store they said they would call me back... never called back. 2 weeks later I call back again, and they put me on hold ... I could put zero or minus stars I would
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January 2023 by Al M.
Wonderful customer experience when shopping & ordering, terrible experience when waiting for delivery. We ordered a dining set and were initially advised it would take two weeks to be delivered. Fast forward 3 months later, they said the table was en route from TX to CA distribution center but they were waiting on the chairs. A few weeks passed and they said the chairs were ready for delivery but there was an issue with the table. They just can't seem to get the story straight. We cancelled our order and they have lost this customer forever.
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January 2023 by Jasmina T.
How difficult is it to just check if you have items like pillow cases available and in stock instead of just saying we don't have it. The guy with glasses and somewhat gray hair that was helping me today was in such a bad mood and only acted as if he was helping me after another lady checked the item and found it in stock. Then he said he found it in basement. Yes you found it after a lady called you to tell you to check on it. It does not take much to help a customer instead this guy, I think his name is Chuck, just wanted to be a j**** Awful customer service and from this one employee. Just find another job if you are so miserable.
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January 2023 by Brad H.
Drove 45 min from SF to pick up a table. I called ahead to make sure it was in stock and on the floor. It was not. When I asked why I had been told the table was available, I was stared at like I had two heads. Not sure what I did to deserve that, but left just now with a real sour taste in my mouth. Wish I'd looked at all the reviews here before. I would agree and avoid this place.
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December 2022 by Kate W.
Similar issues with shipping as previous posters. I ordered a rug. It's not an expensive rug, but the shipping was exorbitant. The rug is lost in shipping and no one can give me an informed status of where the rug is or when I might get it. West Elm's website shows the wrong order status. (It shows an appointment was scheduled, but Ryder Last Mile says they never received the order.) So tired of waiting on hold and giving my order number over and over and over again. Would not recommend purchasing anthing needing delivery from West Elm.
