west elm, Santa Monica CA

Terrible experience. Multiple failed delivery attempts. When the coffee table and bookshelf finally arrived, they were both damaged. Customer support shows no care for customers at all. I was transferred multiple times and promises were made for refunds, credits and re-delivery - none of which happened, Meanwhile I was charged full price for both damaged items and for "successful delivery". A huge disappointment and very frustrating experience that is still not resolved.

This has been the worst customer service experience of my life! Coffee table arrived broken with no email or text and dumped at front door. Many hours on the phone trying to get a replacement. The day of the scheduled delivery for replacement no coffee table arrived again no text or email! Spent 2 hours on hold trying to get a refund because I am just over it who has the time! Do not shop at West Elm! Like the Twighlight zone!

Worst customer experience and product quality. Don’t waste your money and time here. Spent a thousand dollars for two chairs which only lasted for several months and both were broken. It takes months for west elm to tell me that they can’t replace the chairs due to out of stock but they agreed to refund me the money but after 3 months waiting for the refund (called them many times to follow up), they told me they could only give me the gift card for west elm store. With such a horrible shopping experience and poor quality of the product, I have zero interest in purchasing anything at west elm. Problem still is unsolved.

Awful! Experience, nobody answer your question and they don’t care about customer at store.

Dishonest salesmen Alde and Angel. Let me help you, don't buy any big ticket items at this West Elm, period.

I called and confirmed many (many) times that a select couch was in stock at LAX ("quick ship"). The rep Alde was friendly and confirmed it was and as such it would be able to ship out asap. We confirmed an estimated window. Everything. I asked about delays, he said it was in stock and plenty of them, no worries. I confirmed so many times - and he put my mind at ease. Weeks went by with the status update the same. I spoke to the manager Angel, he said that it was actually in transit to us and no worries.

Wrong. Lies. They simply took my credit card to make a sale, no true tie to their products whatsoever. The Sonoma rep claims they were wrong to sell in that manner. This is not shipping out of LAX for our location. It's not fully ready to ship anywhere in the US. It's not in transit. And there are indeed many delays and the quoted window is not even close. There is 1-2 months just for freight alone. Alde claims they don't have control after the sale, yet that's why I even ASKED to make sure ahead of time so this process would go smooth. Or I wouldn't have ordered. The in-stock/quick-ship is a complete lie and they know it.

Terrible experience. Not worth the chance if you're buying big ticket items out of this location. They just want to make a sale. Period. Look up West Elm on Trustpilot.

Miss Asal was very professional, courteous, patient, and accommodating with everything. From helping us to select furniture to organizing delivery, and dealing with sporadic set backs Asal did her best to help me furnish my apartment. Her assistance made for an overall pleasant and successful shopping experience. We highly recommend her if you need help furnishing.

The West Elm Rewards Visa card rebates is a scam. At first we were told we'd get 10% off what we would pay for the furniture items we were getting if we signed up to the card, which after signing up was clarified to be, you'll get $600 in rewards on the card, then when I chased it I was told I had to wait 30 days for the rewards to be unlocked, then nope, it wasn't 30 days after purchase but 30 days after delivery (which was much later than promised).

We're now 11 weeks after we paid and 7 weeks after delivery and the rewards are still not showing on our visa card. The customer service emails and phone lines are so bad that emails go unanswered and last time I called I was on the phone for over half an hour. It shows a company which is all about the sales and doesn't put any resource into delivering on promises or customer service.

They have nice pieces to choose from but if you want to order furniture, they will not deliver sooner that next 6 months! I know there are supply chain problems and delays are understandable but 6 months? ! What is the benefit of having a store if you are not selling what you show?

Great customer service
Nice and reagent
But you need all the time check if all is clean with no scratch.

Bought everything for my house here. I loved the unlimited variety and styles. But I have no eye for design so I was completely lost. Luckly I was approached by Lulu. She helped me every step of the way, she is a great designer, friendly, and very enthusiastic. Now my place looks amazing, Thank you Lulu. If you are like me and need help, make sure you ask for Lulu, you will be very pleased.

Good furniture, but if you order a couch from them be prepared to wait 5 months for it to be delivered

Very nice furniture here. And other household products and patio furniture. Some of the are really good at thier job. Other you can till that they are newbies

I have purchased a few items at WE in SM for a couple of years now and have always been greeted w their friendly staff and assisting me on my purchases quite patiently. I have ordered the Mango wood industrial table & Colca wool rug. They both are functioning well, holding up far better than Ikea. I love they offer free interior design services so I scheduled one. Raisa is currently assisting me on revamping my apt decor & styling and she is very patient and knowledgeable. She recently helped ordered a pink custom Harris Sleeper Sectional and I am aware that it may take 6+weeks to arrive due to production. I was a bit shocked to read other folk's negative experiences. I will update you in late October on my custom pink couch arrival. Fingers crossed & prayers to the furniture fairies!

It takes them forever to ship and for you to recieve an furniture item you buy. The couch I bought is going to take 8-10 weeks for it to be delivered. That’s really unacceptable.

Called for an item, the sales associate said they had multiple in stock. Spent money on an Uber to and from just for them to tell us they actually only had the one display item in stock and could not sell that one. Ridiculous.

The staff at this store are wonderful. I ordered an item that wasn't available online but was available in this West Elm store, and needed it shipped to my address-the policy on this had changed recently, and Lily (I think that was the manager's name!) was kind and efficient and took care of it for me. It really meant a lot to me, I'm not used to people being so helpful! Thanks Santa Monica WE, you guys rock!:)

Rachel was a feng shui dream! She spent two hours helping me navigating fabrics, finishes, and dimensions. Super hands-on, she even pulled out a sleeper sofa to let me test the squishiness of the mattress. Super knowledgable, she guided me the entire way, helping pick out a sleeper sofa, coffee table, rug, curtains, pillows, blanket, chair, etc. She basically Elle Decor'd the entire room from top-to-bottom. I couldn't recommend Rachel enough. She's the Nate Berkus to my Pinterest board dreams.

Beautiful furniture but not very friendly or helpful staff. Stood around waiting for someone to come help us for a good 20 minutes. We approached one lady who bluntly told us "just wait a minute I'll be right with you" before we even said a word to her. As if her presence was a favor to us.
Literally waved another gentleman down and he smiled and kept walking away.
We just walked out, we were going to purchase a table but decided to take our business elsewhere.

I was just at West Elm Santa Monica today and unfortunately my boyfriend and I have never had a worst experience buying furniture.

After checking out, we were sitting in the front organizing furniture pick-up with a moving app and we hear a loud crash. The West Elm people who had come to move our new desk/shelf to the loading dock didn't tape the cabinet doors shut and were trying to move it tipped on its side.

Obviously the hinged cabinets are going to fly open when you tip this thing. One cabinet door hit the floor, breaking the hinge off and bending it. Guy carrying it shrugged and kept moving, cabinet door is now on the floor. We asked if they had extra hinges to attach it back when we got home and they said no. Deep scratches in the cabinet door now, too.

We walked around the building to the loading dock and a woman was attempting to fix the cabinet hinge with a drill. As we were lifting it to our moving vehicle, we saw that the desk surface now had a deep gouge in it from this woman not setting the drill down carefully. The cabinet door is still not attached, she wasn't able to fix it.

If you are a furniture store, moving furniture should not be difficult. Maybe hire people who care about not dropping things and also who do not look like bean poles. YOU HAVE ONE JOB.

Moral of the story, avoid West Elm in Santa Monica. I will never go here again.

Love how this store shows what's offered by the west elm brand, many options that you can look at and order. Most of the furniture you're ordering has to come from the warehouse, which adds some extra wait time to the order.