west elm

Category:	Furniture Store
Address:	5602 Bay St, Emeryville, CA 94608, USA
Phone:	+1 510-655-1367
Site:	westelm.com
Rating:	3.7
Working:	10AM–8PM 10AM–8PM 10AM–8PM 10AM–9PM 10AM–9PM 10AM–9PM 10AM–7PM

Location

Photos 100

Reviews 8

Purple Rain

West elm does not has an account manager for handling large order. I ordered from them I became a full time coordinator, coping with their logistical nightmare, quality control fail, communication mess, terrible customer service, A working professional will be losing their job before they receiving all the pieces. -West elm is for patient rich door keeper can wait forever. I spent 14K here. 25 days passing by, I only received 20 % of what I order. 15% of them have quality issues. Table surface isnt flat, sofa, chair has one leg shorter than the other 3 legs, the fabric under the chair has fallen off. And the wooden legs of the counter top chair have dens and paint coverage issue. I also ordered a dining table set: bench cushions sold out after the Bench has arrived, the whole look has been destroyed. The customer service representative cant see what has been successfully delivered by delivery companies in their systems. The customer service representative does not know what has been taking back by the delivery companies due to the quality issues. All their free delivery marketing materials can not be applied in furniture delivery. I paid nearly 2k for delivery charge. The whole system is not well integrated. You are the only one knows whats going on, please document everything, so you can explain your case to 10 different service ladies. Please make sure you are taking the notes of every conversation you had with any west elm staff and record their voice. Because nobody is taking notes here. They are robotics, using their bad system. You will be talking to different people every single time. None of them will follow up, none of them will keep their promises, nobody can see what other people have promised.

Alicia McDaniel

Customer Service very disappointing. While shopping for a sofa I decided to go into the Emeryville location and was very disappointed. I had purchased items from there on multiple occasions. Upon entering the store I observed one of the employees run from behind the counter and immediately approach me asking what did I need. I informed her I was just browsing and would let her know what I needed any assistance. She immediately because yelling out loudly "stock check "and walked swiftly to the other side of the store and spoke to a coworker. Both women began looking at be strangely, as I walked through the store the coworker remained on the opposite end of the store walking to the rear of the store. After reaching the end of the store I asked the young women did she work at the store she stated yes. I asked her why was she peeking and walking slowly and observing me from the other side of the store, she stated she was helping another customer. I informed her I needed some assistance with information on a sofa, I asked again, she did not respond. She walked away toward coworker never provided assistance. I left the store feeling very uncomfortable and felt that I was a victim of racial profiling. As I left the store both employees continued to stare. I truly did she items I was interested in but preferred not to shop at this location.

Billy Sountornsorn

Ditto to what Sarina Lee said. I expected so much more when working with West Elm/Pottery Barn. You are literally left to fend for yourself and its a logistical nightmare if you have a large furniture order. Ive recently moved into a new house and I went to West Elm to furnish my house with their mid-century collection. I was really excited about my order, but Ive been waiting three weeks now for everything to arrive to the warehouse so that it can be delivered to me. Ive have two instances in the last two weeks where Ive called to schedule partial delivery of my large order and the delivery was not scheduled. Ive been passed around to about four different 1-800 numbers to get things resolved and every one passes the buck around. The scheduling department is completely separate from the furniture, retail and customer support departments, who are separate from "Concierge." No one takes ownership of their mistakes or problems. I do not recommend buying large furniture items from West Elm where you need to have it delivered. This is seriously the worst customer experience Ive ever had.

Sandy Andrews

I really like West Elm and have ordered a great deal from them. My beef with them is their delivery service -- what they tell you in the store and what is actually the case are vastly different. I ordered a bedframe at the store that I was told was on backorder and would be shipped on Feb. 24. When that date came and went, I called and was told early March. The most recent time I called, now they are saying mid-April. Its very frustrating. And dont get too exciting when you get the shipping notice for their "White Glove" delivery. I got a notice that they my couch was shipped on Feb. 27. It is finally being delivered on March 20 - a full three weeks from the date it shipped. Im assuming that they shipped it via bicycle.

Dilip Ramachandran

Had a slew of disappointing experiences here. We went into the store because we tried to do an online order and were surprised with a 35% price increase in the cart due to white glove and shipping and processing fees on a PER ITEM basis. When in the store, the manager did a few unprofessional things. 1. Berated us for expecting free shipping and that we should not feel entitled not to pay fees (what??). 2. He laughed at us and told us pickup is not an option and nobody does that. Crate and Barrel does. 3. Told us that despite the website saying furniture pieces are "FSC certified solid wood", it is actually polypropylene (plastic). Walked away extremely confused. Did not end up buying from West Elm.

Linda Pryor

Moved here from Denver where the customer service was terrible. I told my husband maybe the one in CA would be better. Well no. HORRIBLE customer service. The people working there are either talking on the phone or talking to each other. No greeting, no offer to help. You have to track someone down. Then of course, they have no authority to or show no effort to try to find a positive answer for you. I have now tried to call the store but there cheerful robot voicemail tell you to enter zero to get an associate. Then the voice says "No one is available. Goodbye." It looks like the whole company needs an expert from the Four Seasons to show a little niceness.

Rachel Santolini

West Elm seems like a good option for someone in my age bracket looking for sleek furniture design at somewhat reasonable prices. However, I have to agree with other reviewers that even dropping by on weekday afternoon with as many sales reps in the store as customers, I felt like I was bothering the staff. Somewhere between haughty and completely uninterested in talking to me. The people at EQ3 across the way and the Palo Alto West Elm location staff were much friendlier. I also have family members who ordered things from an Arizona store that were not delivered for months and even then in a damaged state.

Myha Vo

Ordered an item February 8th was told it would be delivered 8-10 weeks, finally received an email stating it had been shipped on March 22, come April 22 still no word. Had to call West Elm multiple times only to be told they dont know where my item is and I am still in the midst of getting this issue resolved. This is a completely unacceptable way to do business.