west elm

"I ordered more than 15K furniture from the store and was promised to have them delivered in December for items that are in stock. I lived in an empty house for 2 weeks and no one ever contacted me as promised. I called the store several times and they couldn't solve the issue on the spot and said they will call me by the end of the day several times but it never happened. I have to call the online service myself many times even though I ordered all my furniture in store with a designer. After several attempts, I finally received an email confirmation. We will have an empty house with my daughter's birthday and hopefully they will deliver at the date I finally got."

"Awful products quality, awful customer support. I am very frustrated with the quality of their products. I ordered the rugs from them more than a year ago. Two expensive rugs called “hand loomed shine rugs". It is written in description of these rugs that shedding is expected for 3-6 months and then will diminish. I vacuum it 2 times a week as recommended (different directions, very thoroughly etc) for more than a year already. However, the shedding hasn't been diminished. At all. It sheds the same level as it was shedding a year ago when we bought it. No improvements at all. It sheds like crazy. These 2 rugs are in my daughters room. She even depeloped the severe allergy because of these rugs that shed contstantly. I owned many wool rugs in my life and I know that shedding is expected, but none of then shed as those ones. How comes that Westelm sells such low quality products. Seems they do not have quality control department at all. Even Ikea products (that are much cheaper) are of much better quality. How comes that they declare on the website that the shedding will diminish, but it never does. They publish fake information on their website. It is also impossible to leave reviews on products on their website to let other people know about low quality and disrespect. I understand now why they do not have reviews option: their products are of such a low quality, so that they do not want people to share their experience. The only thing I can do now is to throw these rugs to trash and thus throw almost 2000$ to trash that I spent on these expensive rugs. I contacted them several times regarding this issue, they said that they will forward this information to their management and they will contact me. They never contacted me back."

"Absolutely awful. We ordered a couch from the store in Jan, it arrived in April with mismatched cushions. We were told specifically to order with the designers in the store as they would be ableto help if there were any issues. Three replacement sets were sent to us and all were incorrect matches. Called store manager who never bothered to call back. Calle dispatch center who each time tells me they will arrive in a few months. 6 months later we still have mismatched cushions and no answers. Terrible service. Spend the extra money and go elsewhere."

"Love this shop on University Ave, been there many times. The service is great and like all West Elm shops the layout and furniture is so great."

"I get here at 1045 am and there’s no one in the store even though they have posted hours of 10am -7pm . I’m standing outside with boxes, just put them back in the car and see someone letting another person in. They are workers who don’t open the door to give me an explanation. I ask them to please open, I’ve driven from San Jose to return items; finally do and then tell me they’re doing inventory and won’t let me in even though their website and the front door says they are open at 10am. I persisted, and the other person asked me to wait for a few while they boot up their system. I thanked her for treating me like a human being and now I’m waiting. Several more people have accumulated outside the store and now it’s 11am, a full hour after their posted opening and I’m beginning to feel like I was lied to."