west elm, San Ramon CA

Helpful and knowledge staff. They were patient with our questions. It was pretty empty when we went so maybe that’s why. I see other reviews questioning customer service but they were great when my wife and I went. I wouldn’t really buy anything in store though. Online is the way to go. Especially since staff mainly uses the west elm website to find or get information.

Hollie at West Elm was so helpful and patient with us in helping us pick out new furniture. Love the products and selection!

Complete incompetence. My wife purchased a table from West Elm's website back in December, when it was finally delivered in February there was a large crack in the middle of the marble top. The delivery people took it back. They rescheduled our next delivery for mid March, clearly rectifying the mistake was not a high priority. Today, they showed up with only the table top. They now say they will deliver the bottom in April. This company has terrible customer service.

I ordered 6 chairs from them for the total amount of $2000. My problems with West Elm:
1) Opaque delivery charges - had to pay $60 on top of the delivery fee, as I was told it's a mandatory charge for bulk items by UPS. It was delivered by West Elm, not UPS. So who pocked the $60?
2) I only got an email saying it will be delivered on a specific date but no indication of a time. A window would've been a lot more helpful.
3) Really bad customer service - I tried to contact them to get a delivery timeline. The woman I chatted to online just gave me the customer service number and ghosted me. Then I called customer service. Initially he explained it's a door-drop service, which means they would leave 6 huge boxes in front of my house sometime on that day, because the white glove service would've been $250. I said I did pay that amount. Then he changed the story right away saying the $250 is just a door step drop and sarcastically asked me what I expect from any other UPS delivery. I just ended the conversation right there. Above all, West Elm never ever offered any delivery options from the beginning - door-drop, white glove, etc. Their customer service just made up the whole thing on the fly!
UPDATE - The guys who delivered the chairs were very nice and helpful! They put customer service and online chat agent to shame.

Ordered our furniture in November and they keep pushing back the delivery date. Some of it was suppose to come today (mid-January) but after clearing the room out for the new furniture, we just got a call saying its being pushed to May.

Terrible delivery times! Very upset with the service we are getting for the price we paid.

Worst place to buy furniture from. Day after labor day the furniture piece was already cheaper and they refused to price match. Without confirming, they cancelled our order and now have our money hostage since they messed up sending the gift card to our current address. It's been two weeks and it will take another two weeks until we have our money back. The worst customer service there is.

Nice to have a home store nearby with modern and eclectic pieces. It feel safe shopping here during the pandemic as they have floor guides to keep the traffic moving in one direction. It's generally not crowded which is also a plus! The staff are super friendly and accommodating.

The sales manager was clear and very helpful, dedicated a great amount of time and enthusiasm to help us with the choice of furniture.

WORST furniture store to buy from! They are so uneducated with measurements and customer service! Before I went into the store I contacted them by phone to let them know that I'm coming in to purchase furniture. They advised me that there are designers in the store that can help me pick the right Sectional for my space. I went into the store to buy a Sectional and took pictures and measurements of my living room with me so when I make that purchase they will sell me the right Sectional. They had the 30% sale going on so that was a big discount I got on my Sectional. First when I walked it I Specifically asked for a designer to one of the employees that was walking around, he said "well I can help you. " So I showed him pictures of my living room and how I want my Sectional to go. I told him that I wanted a sectional with a Chaise. I also told him I wanted to chaise to be on the right hand of my living room. When he put everything together and went to ring me up he added a left-hand Chaise. So he messed up on my order. I was told after I placed the order that I was unable to change the order. That was very disappointing due to the fact that the furniture store messed up my order! They should have fixed it without a problem! Not to mention the furniture would come in at the end of November, That's a 2 1/2 month wait! When I called to speak with the manager about my issue I was told she was busy with another customer. I understood and gave my name and number so she can call me back. A male employee ended up calling me back (he wasn't a manager). I told him I preferred to speak with a manager because of my issue and all he kept saying was "I can help you. " I Gave him a chance to help me, He had me on the phone for one hour and 15 minutes to tell me that the refund will not be processed for 7-10 days. So this being on my credit card, I have to wait to reorder the Sectional. And now wait even longer than two and a half months for it to come in. I was also told I couldn't get the 30% off because the sale ends tonight. I don't have room on my credit card to order another one because the other one can't be returned for 10 days how is that my fault? !? ! They Should be able to honor the 30% right away! The store messed up my order! A manager never contacted me back like the employee said she would! He also took my ID number and the last four digits of my Social Security number over the phone! To get my credit card information! I was told you're not supposed to take someone's ID number or last four numbers of their social over the phone! I don't recommend WEST ELM to anybody! When you're buying new furniture for your home do you want to feel comfortable with your purchase.

Stephanie F was very helpful & knowledgable. Because of her I was able to find exactly the couch I wanted. The shopping experience here was very pleasant.

This is my favorite west elm store. It is chalked full of all of the items you might check out online. Their staff is especially helpful!

After 3 visits I have come to realize the inconsistency around customer service and policies being communicated with me. I have spent a lot of money at this store for the past few weeks as I have no furniture for my new home. Most were helpful in helping me style my home, especially Stephanie and Ethan. But when Miranda was helping me out, there seemed to be confusion around how many curtains I needed. I leaned to her to help me figure that out and when I got home, I noticed that I was missing 1 curtain from a set of two and then come to realize that I didn’t even need that one. Luckily I was able to bring it back to the store the next day (was a pain because I don’t live close to a west elm) and had explained my situation. And without a question (I forgot her name but she was an asian women) she was happy to refund that item as it wasn’t my mistake even though it was apparently final sale. She also told me that it was cost $25 for items shipped to the so tore for me to pick up.when Miranda told me that it would be free. See the inconsistency? Aside from that I think west elm needs to step up on its shipping policies. Why do customers have to pay for store shipping of items that they ran out of?

Most of the employees at this store were nice and helpful but this one star is for the older blond lady with the shoulder length bob who seemed like a manager, kept her back to us at the cash register, never acknowledged our presence while we patiently waited and ignored me until I said excuse me for the 2nd time to ask if the register was open. I get that you might have been preoccupied but there was hardly a crowd and your customer service skills were extremely lacking. Thankfully, the younger sales staff had better manners.

Chic furniture and home goods. Modern, mid-century, Global. Luxurious materials for moderate to upper pricing. Unique items for those with modern to eclectic taste.

West Elm has stolen money from me.

I ordered and paid for couch on July 8th. After being told it was back ordered multiple times, finally a delivery person came on Oct 5– only to deliver 2/3 of the pieces. It is now Nov 13 and West Elm refuses to tell me when my 3rd piece will be delivered AND won’t admit a refund.

I have spoken with 6 customer service agents on the phone and countless email threads for the past 4 months, and not one person is able to “locate my missing piece. ” Even worse, nobody

Sadly, my only recourse is to let others know of this company’s criminal activity (and legal action of course) at this point, as my numerous attempts at amiable solutions have been unanswered.

I STRONGLY advise you to beware of buying from West Elm— they do not care about their customers, even ones who have been long time fans like myself.

Michelle and Martha were very helpful in fixing a delivery issue we had for furniture we ordered in store. The store always has “sidewalk sale” items that are always different so it’s fun to check out.

I can't give 0 star.otherwise, will give 0 star. I have very bad experience with them. We order more than $5000 dinning table and chair from them. They will promise you everything before place the order. But, they will not inform you even you didn't do it. If you ask them cancel the order. They will just call the customer service, but, they didn't cancel the order (even the receipt said they cancelled.) The amount will hold on your credit card. We went their store at latest 5 times, they will just told your they cancelled. Even, you asked to talk to store manager. That is no help at all. If you want to buy from West Elm, make sure you place order cheerfully. Asking everything in paper. Order from the store is not different compare with order online.

Cleaner and less crowded than the one in Emeryville. Easier parking. Very helpful staff. Not much in the center but there's the the generic strip mall with Target and HomeGoods down the street. Got all my errands done pretty quickly. Basically a one stop shop.

Tom was very helpful and polite. He didn't have the pushy car salesman act which made our purchase a pleasure.