west elm,

800 Redwood Highway Frontage Rd Ste 405, Mill Valley, CA 94941, United States

"Huge thank you to Rochelle and the team at West Elm. She went above and beyond accommodating my request!"

"I love the design and location of the store, but the staff was very disrespectful a few minutes ago. I just called to ask about a sofa, and the lady I was talking with said, “I need to learn to talk” just because I have an accent…. That, for me, is discrimination. If you don’t understand someone, repeat the question. You don’t need to be rude and disrespectful."

"quite literally the worst service and experience Ive ever had going in this store. Nobody greets you, nobody helps you, the women who work here are so rude and huffing and puffing under their breath curse words while I was last shopping in there...Nasty energy all around-- definitely never going back in here..."

"I've interacted with this store several times on purchases and a couple returns recently, and the staff has been polite, kind, and helpful (even sweet). Their textiles are lovely and usually sustainable, OEKO-TEX, and fair trade. So I am one of their happy customers!"

"I have received better customer service from the DMV and any airline than from this place. The staff is rude and unhelpful. After visiting the store, I decided to order online. They had 2,000 units of my desired item, but someone forgot to initiate the shipping process. It doesn't end there—when I contacted their customer service, they informed me that I had to wait until five days after the latest delayed delivery time before they could take any action. Upon finally receiving my item through the white glove service, it was delivered by two individuals who appeared disheveled and unprofessional. To my dismay, I discovered that the item was an open box item. In fact, the delivery personnel themselves pointed out that the item was so damaged and cracked that the warranty would be invalid. Naturally, I immediately returned it. When I contacted their customer service, I was only given the choice of a refund or waiting for a replacement, which, by the way, would take months to deliver. Despite my request for a discount due to the inconvenience, they outright refused and provided no alternative options. Additionally, when I reached out to the store directly, they claimed to be unable to assist me. At every step of the process, the customer service was subpar. From placing the order to arranging the delivery, and even in resolving the issue, their service fell significantly short. It's worth noting that the CEO of this company ranks in the bottom 5 percent of CEOs, which speaks volumes about the poor top-down management. I will never shop here again, and I sincerely hope that you, as a reader, do not make the same mistake. I have never been so upset at a business!"