So it goes. Store would give me credit but not money back.! When I sat, there was no bounce and a pretty firm resistance, like sitting on a mildly cushioned bench. She just handed me a receipt, and that was it. Another funny thing, their customer service will disconnect your call if they can't solve your problem. Your couch is likely to not last even a year before seams split and come apart. My roller chair is losing ball bearings all over the place (luckily my cat hasn't eaten any before I find them). January 22, 2020 January 24, 2020 by Emma Holmes 222 views We did the testing and spent hours just to find the best sofa products by west elm that feels just … There are many places that we could have purchased a duvet. What real customers loved about the Allform … Any opinions on West Elm furniture? My dog’s nails would ruin this within seconds. I will never go back there. We just bought a house and planned to spend lots more money there than we already did, but the experience was just such a letdown. it is very strict building. I called the store to see where the base was and they told me it had not been shipped yet. As soon as I found out about the points option I called the store and spoke with Lana. These cookies do not store any personal information. I asked to speak to a manager, sent emails, nothing. When I called back the second time and got someone else, that person had serious attitude issues. With a few hundred different lighting options and accessories, West Elm shoppers can browse from their selection of modern chandeliers, ceiling lights, pendants, flush mounts, sculptural lighting, table and floor lamps, wall lighting, and outdoor lighting. I bought 8 pieces of furniture from West Elm. it was horrible expirience. Georgia and Lahnna were informative and price conscious. My solid advice: turn away from this store. She further insulted us, and it was clear that she was not going to be of any help, so we left. I waited at the counter with another person who wanted to pay for an item. The idiot in the back took the piece out of the box and couldn't fit it back so he had to take out the foam to keep the item secure from breaking since it's fragile. The 2 coffee tables I purchased look cheap. I would put this in a studio apartment or one-bedroom if I lived alone. Throws were $29-$129, bedding $99 and up, cups and plates were $5-$10-$20 each - you could easily get a great wedding, engagement, birthday or holiday gift here. But there was no bounce when I plopped down, but it wasn’t as firm as you’d expect with no bounce. My last visit the day before Thanksgiving though has cured me of my WE habit though. I just had the most amazing customer service here. Absolutely ridiculous delivery charges. They even sell succulents and cacti now! Before I jump into the reviews, though, let me lay out what is important to me when choosing a sofa for my home. The one who helped us with our item (if you can even call it help) left us feeling like we were bothering her just because we wanted to buy something and was such a buzzkill to do business with. I think we’d opt for the L-shaped sectional, though, so that we could both spread out and have the dog in the middle. 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. I'm not sure (And I hope not) this happens in every single West Elm location, but I really avoid going to this place as much as I can. Ordered two great chairs and some bar stools. I love my West Elm Sectional it’s so versatile and comfortable. Their dining tables typically range in price from around $300 for a smaller, 2 person table to $3500+ for larger tables that can comfortably sit 10 people. The pros: A nice selection of coffee tables with interesting designs. This category only includes cookies that ensures basic functionalities and security features of the website. This was fine with my wife and I. Sofas and seats seem cheap and overpriced but the small decor is nice. You cannot beat the design and quality at this price point and I *rarely* (if ever) see the level of service I received at this store when shopping at a higher price point. It took 4 phone calls over 2 hours an overcharge. he said ok, then he left!!!!!! This website uses cookies to improve your experience. When it comes to choosing a sofa, where I like to spend most of my time at home, nappability is of the utmost importance. Like all things you read on the Internet, understand there is no better judge than yourself. Was meeting a friend in San Ramon and we decided to meet at the City Center. Located in the walking area of Cedros, this furniture & decor store has on trend style for the home. It’s also a little confusing because they do have so many options to know which one is truly going to fit your space. I also liked the adjustable headrests, so you can choose whether or not you want to lay back or sit up properly. I have tried repeatedly to secure the promised designed dollars from a large purchase I made in June, and West Elm has lied to me repeatedly: (1) I have a statement dated June that stated that my rewards would come by the end of the month. West Elm review from Sacramento, California rated 2.5/5.0 with Images: Three months ago we received our Henry sofa with chaise (and sleeper). Since then it's been several more months and several more phone calls and always the same run around. I’m a sucker for any sofa that has throw pillows, and the more, the better! I guess it has been sitting there for 3 months! Up-to-date, we will be looking at reporting West Elm to the Better Business Bureau after our recent visit to the Phoenix store, realizing we've virtually been swindled out of $$$ by West Elm. Good for the planet. If I can’t nap on my couch, it’s useless. They act like they're working in a store in Beverly Hills on Rodeo Drive. Here's the skinny: * We made a large 16-piece furniture order on June 17th - we were able to put 1/3 of the purchase on our West Elm Credit Card (we signed up for the points), and since we met our maximum on the card, we paid for almost 2/3 on my personal debit card (signing up for Key Rewards also). Nevertheless, the money we spent is unable to go back into my bank account thus far. When I spoke with the customer representative a month ago none of this was mentioned. My experience with service here were quite positive, but the store is quite small and doesn't carry a lot of things. The cons: Delivery issues including delays. 2 years ago. When you look closer at the asterisk and the tiny print, it says it does not include "Design Deals." After more than three months, they shipped me a "Gleener Ultimate Fuzz Remover." Okay that's fine. First table got lost - followed up and they shipped the second one - after 3 weeks found out that it was never shipped. Recently we moved, and my table and chairs sustained some damage. 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. The single best customer service experience -- courtesy of Elisa who has personal shopped, picked, designed and advised us for months ... Shes dynamite, her professionalism and friendliness is unmatched. Do NOT shop at West Elm unless you are fine waiting for 2-3 months for your furniture. Bought a Ruby coffee table that broke after just 2 weeks. The 10% cash back is useless (they store sales will told you a lot of good things if you apply it). DO NOT I REPEAT DO NOT BUY ANYTHING THAT REQUIRES SHIPPING. Highly disappointed West Elm shopper. Of course, right? Required fields are marked *. The cons: Some delivery issues as well as longevity concerns with some rugs were mentioned. Some shoppers also mentioned longevity concerns with their specific rugs that frayed and lost fibers within a few months. The second time we were here to checkout curtain and curtain hardware. These weird tanish/yellowish stains just show up in random spots of the duvet after every wash. My friend, who is a tailor, informed me that this can happen when the materials are cheap and/or cheaply processed in order to make them white. I am being told nothing they can do & no clue when my furniture will arrive! I did have West Elm's social media representative reach out and offer to be a point person, I have sent her an updated email, and will see if there is any resolve to this fraudulent issue. Also, the twill started pilling all over like an old sweater. In terms of design, West Elm carries updated and modern styles with the majority of their rugs featuring colors that appear a bit more washed out or muted to help bring some lightness to the space. He become very hostile and yelled at us. My shopping experience with Michelle was excellent. I wanted to check out the West Elm and I was so glad I did. I recently bought a lamp from West Elm. The reviews here are aggregated from other sources across the Internet and although we have tried only to find trustworthy reviews, the content and scores here may be subject to manipulation by agents acting on behalf of manufacturers and marketers. As I'm updating my furniture, I've invested in more long-term pieces. Items are as expected for the price. The fabric pills and pillows don't keep shape. I sat, bounced, tried to snuggle up and take a nap on a few of them. The delivery service was excellent. Another popular find for West Elm shoppers are their unique coffee tables. Thank you again, Joey and Sam and everyone at West Elm Palm Springs for going out of your way and working so hard to help us get our house furnished in record time! Who do they think they are? I need something very specific, he took the time to fully understand what I needed, went in the back and voila! Items that aren’t eligible for return are: I then called headquarters to inquire about the shipment and they proceeded to inform me the entire order (table top and table base) was indeed shipped to the store. The only thing I'm happy with is the dresser and it's almost never used so I think that's why. With a conventional chaise, you either need to lay across it with your legs extended or sit and not have any back support. A few more weeks pass and we contacted to set up a time for delivery. Won't be returning to this location. The boy(he was rather young and inexperienced) on the phone then tells me that he would 'issue the credit' as the store was able to confirm the blanket was returned. Even so, there has been some mixed feedback from shoppers regarding issues with delivery and the perceived quality of their items in some instances. The sales associate did NOT notify me that my purchase was transferred to a gift card during this time. They both just kept saying it's not their issue and kept transferring me back and forth for the whole time. I bought a weaved basket and while it is pretty - it is not made very sturdy at all. Laying across the couch, it doesn’t seem wide enough to be comfortable, and the way the bottom cushions are structured, you can feel the separation between them when you lay across. Unfortunately, that’s where my love affair with Newport ended. We also just sat and waited for someone to help for 15 mins but no one did :(. As one of the other reviewers noted, the items are attractive and beautifully styled. West Elm does not disappoint when it comes to providing shoppers with beautiful and modern lighting pieces, however, there has been some mixed feedback when it comes to shipping and durability. I'm not one to cause a scene, but I hope someone does one day and teaches her a lesson. It’s a substantial couch and sits at a proper height, so I wouldn’t need to work very hard to get back up. So since I did like the furniture I was choosing, and the total was around $2,500 or so, I decided to add a 6' x 9' rug (at $699) to the purchase, putting the total over $3,000. When I returned the item, the woman at the cashier was very dry, and unwelcoming. Impossible to cover. We came to West Elm, overwhelmed with all the furniture options and how to incorporate furniture/design with a limited amount of space. Store staff is not of much help either. Either way, thanks to the in-store staff for being patient, friendly and helpful. He stated he wasn't a designer, but for someone with such great perspective and customer service (oh aaaand he's studying design in school) he is by far the best designer we've encountered. Sadly our order was stuck in the elevator and said they couldn't get it. Each is assembled in t… Will definitely be returning again to purchase. I received the duvet and was instantly disappointed. This company is all set to lose customers and I hope they cancel my order - refund my money and take those stupid dining chairs that I have been looking at for the past 2 months. Made one call to West Elm; Sophia focuses on my needs, pulled the right number of frames, even gave me 25 percent off. Order from the store is not different compare with order online. It is not discount or deal priced but they always have some unique statement pieces as well as classic foundation pieces. All that said, the value for this sofa is pretty good, as I think it’s one of West Elms better lines. Nope. We'll assume you're ok with this, but you can opt-out if you wish. I was surprised about shipping... For some reason, West Elm required that we pay $40 shipping, even if we had it shipped to the store. This review is intended for the crap operations in dealing with the logistics of the company; i.e. Customer service doesn't exist. I ordered a concrete coffee table in 2017 and was told 2-3 weeks delivery. Future Buyers Beware! It was a bummer, since we had made the drive over and wasted a large amount of time. I walked out and they lost the sale. What a deal, I thought. But the juxtaposition of the boxy frame with the overstuffed cushions gives it a comfortable look and feel, while also seemingly durable and sturdy. I live alone, no kids, no husband, no big dog and this piece looks like it's been used hard in just a short time. Unbelievable. This is a review of my online experience, but until they tell me where to move it, I'll pick the Palo Alto location. If you're following this--it means that West Elm locked us into $$$ to THEIR store without our knowledge or consent. I bought the organic cotton Geo duvet in king sized. I would simply say "I'm sorry but as per our policy...." Instead, the employee named Sabrina decided it was a good idea to LECTURE me LOUDLY about their return policies in front of everyone. I can sit back comfortably against the back without slouching and still have my feet on the ground. But, they will not inform you even you didn't do it. For example, the reclaimed wood dining and bedroom pieces. It’s has been rapidly degrading ever since... West Elm - Henry Sofa Sleeper Fail Jan 02, 2019 @ Pissed Consumer We asked if we could just get a replacement cushion or just the filling. The overarching dealbreaker with Haven that made it stand out the most is because it was the most comfortable sofa we tried. Unfortunately the table developed a small "lump"...I've never seen anything like it. 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. Also, I did all this in order for the furniture to arrive before my fiancé arrives. West Elm shoppers are oftentimes in search of a unique lighting piece to brighten up their spaces. But today I had the unpleasant task of dealing with Sabrina for a return. This review is for Marina (hope I spelled her name right). But we showed him again, that our coupon stated in very large BOLD type "15% off EVERYTHING", and EVERYTHING should mean everything, including our simple little duvet. I'm not sure what my wife sees in this place, I walked in here the other day looking for a comfortable couch, These guys literally stole $1000 dollars from us, I would not buy furniture at West Elm again, The worst designer store I have ever shopped at, The store looks good and gives you a lot of ideas, Pretty clean store and a great environment, My mom got me an 8x10 wool rug for over $1000, Extremely frustrated with customer service, I've never been treated this way by a company. 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Every promotion comes with an asterisk* .... like Buy More, Save More*, where you get a 30% discount if you spend $3,000. The customer service in the store is much faster and easier than on the phone. What? useless!!! When it was delivered, they sent us the wrong sized table (82 inches). It's a nightmare, and you are guaranteed to get the run-around if you try to change an order, coordinate a delivery date, or alter anything related to your order ... even if you've literally just purchased something minutes earlier. You have to go through ANOTHER hoop and receive these "reward dollars" in the mail. It finally did at the same time they offered free shipping so I ordered it. We purchased several pieces of furniture when we moved into a new home (November 2018). We attempted to buy a trundle bed from them in May, 2018. Couch ended up costing me $400 more- wish I had bought elsewhere. After a few back and forth I was told they do not sell replacement parts, they buy them from a 3rd party vendor. None of that would have bothered me if the employee was even somewhat receptive to the mistake. So, get your ideas from West Elm and SHOP SOMEWHERE ELSE. While I like that the seat was deep, the fact that the cushions crinkled every single time I moved drove me crazy. CREDT CARD "POINTS": We were not completely informed that the "earn $25 for every $250 spent" comes in the form of coupons you receive in the mail. The staff immediately started barking at me not to pick up this swatch or that swatch. Lacking in supplies of merchandise and sales are misleading. Overall impression: The is the only leather couch in the showroom that they have available, though most of their couches can be created in leather. The customer does not matter to them. Made to order. I purchased an area rug and the salesperson misquoted me free shipping when in fact it was not. Go to this store and experience what good customer service is. My experience first started in the West Elm store on the west 60s. With over 100+ stores in North America and worldwide, West Elm's socially-conscious values includes being 'Good for people. Placed an order day after thanksgiving for a dresser, two night stands and a tall 5 drawer stand. We have a specific look and style in mind. West Elm has a lot of inventory with new items coming out all the time and thankfully, they steered us away from quite a few things we were drawn to that would have been mistakes we really would have regretted. My first time here I asked for a good spot for lunch and was told to just go across the street and grab Whole Foods and my second time I politely asked if a former employee was working so I could say hello and they were hesitant to answer and rudely asked "why? I was told it did not. I have had other furniture custom made from Ethan Allen I ordered on December 18th and all of that furniture was delivered within 4 weeks, custom made and perfect. I just called back to confirm it will be delivered on the date listed and they're pushing it back another 10 days for the estimate. A few weeks and many phone calls later we still didn't receive the points, but we did receive the furniture already. When I had it repaired by a professional, they showed me that the stitching was never finished in a way that would hold up. I hope no one ever gives me a gift card from this store. Always the rudest employees here. Ridiculously awful customer service. The store is always gorgeous and features room settings you could immediately move into your home. Lisa was very helpful, knowledgeable and honest about the items in store and went out of her way to make sure I was a happy and satisfied customer. At the end of the day though, the sofa that we liked the best was the Haven. Then they tried telling me the price on price tag was for the display model (because it was $100 lower than their website), but that was a lie, as the price tag on the display was a regular price tag. Their furniture is awfully pretty, but it's not worth the time and energy I have spent trying not to get screwed at every turn. I've purchased several sofas in my life and I've never had one fray and the material pile. They just don't care! 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. 2-4 weeks delivery. I had to call the day before and ask if it was confirmed with them since it seemed strange I hadn't heard anything - it took them 10 minutes to tell me they had messed up and there was no one scheduled for my appointment. Totally Agree! Store has friendly people and great products. After some additional investigation we discovered that there a quality control hold on our order and the couch would have to be sent back to the factory. In this video Sofa Selector reviews the West Elm Andes Sofa. This sofa itself is comfortable, but something about the cushions made me feel like I’m not sitting all the way on it. I had a gift card for $42.75 since Christmas 2018. This is my third time here and they are not only neglectful to help but rude when approached and asked about literally anything. Awful customer service. The service is crazy, crazy terrible. We called ahead of time to get the price on a specific rug and to confirm that they would apply 15% off for their current holiday weekend sale. 5 minutes later...still waiting. It's sad how many people come through this store and have to deal with such awful, soul-sucking employees of West Elm. I asked how to contact them, their cold response was to get on my server and try to find one. Really stylish, fashion-forward decor mixed with not-so-scary price points makes West Elm a wonderful design resource; their furniture is great for small spaces with their low profiles and tailored silhouettes. Again, it’s modular in form, but the design of the cushions softens it. The last popular pick of West Elm shoppers are their bedding options. Mixups can happen in any business BUT this store goes OUT of its way to make customers feel like family! I'm not sure what my wife sees in this place. All in all, it’s a solid couch with a ton of different storage options! If you have a contemporary or midcentury modern aesthetic in your home, the West Elm Harmony Sofa would likely pique your interest. And their staff is attentive and quite helpful if you ever have any question about any of their items. Mind you, I have been on hold for 45 minutes already as he told me he was trying to verify that the blanket was returned to the store. I want to remodel my house every time I go in there! Its surprising that any retailer would allow their employees to make any customer feel unwelcome, but that stems from management on the store level as well. Kind calm helpful. Also ordered a chair that came with pillow missing. The store associate told me that I could use th the $300 reward and the remainder would be sent to me as a different reward certificate. When buying a couch I usually try to picture myself looking good on the couch in a satin bathrobe while sipping a cocktail - but nothing in this store could I see myself looking good on or near in such a situation. Disappointed. They do require a lot of time to be built/shipped. They would NOT sell me the one they had AND told me it would cost ME an additional $24.95 to get one shipped to the store!!! I wonder if West Elm plans to close all stores and go on-line only. IMPORTANT: West Elm runs specials and sales very frequently, and I’ve seen this sofa on sale a number of times. They never called so I contacted the corporate office. Like, why was there a need to ASSUME I'd be like one of your other extremely demanding customers??? Needless to say I will forewarn anyone buying chandeliers ask about replacement parts and breakage. I walked in here the other day looking for a comfortable couch. I was willing to purchase item with all its "flaws" at full price! The pros: A pretty selection of interesting, modern dining furniture. Some of their upholstered dining chairs and banquettes are made-to-order, so shoppers can choose the color/fabric that best matches their style. I've never been treated this way by a company. Founded in 2002 by the retail powerhouse, Williams Sonoma Inc., West Elm has become an increasingly popular brand for modern home furnishings over the years. I received a call from the West elm Richmond VA store to pick it up on March 6. I don't know what to do because I need this color but the blanket literally clogged my wash and dryer. Your email address will not be published. The hinge has worn out and no longer will keep the two pieces (sofa and lounge piece together). Some links on Slumber Search are referral links. In addition to the top categories above, West Elm offers a wide array of other home products, such as: West Elm stores can be found across North America and in multiple worldwide destinations. The store looks good and gives you a lot of ideas, but the staff is terrible. I don't why). Sitting on the edge, I feel like I need to work to keep my legs closed, and it’s an effort to sit up straight. Now, don't get me started on when I walked into the store. Additionally, there is a singular stand-out employee in Garren. Ordered a chair 5 months ago. It took multiple phone calls and emails to have it picked up. He made a return easy for me that could have been a big hassle and did it pleasantly. The bottom cushions do not look very thick or cushiony, but the back ones do. I loved how wide the storage arm was! Very kid friendly I saw a bunch of children just hanging out on the couches on their iPads while parents shopped.