west elm

Category:	Furniture Store
Address:	180 University Ave, Palo Alto, CA 94301, USA
Phone:	+1 650-329-8086
Site:	westelm.com
Rating:	3.4
Working:	10AM–7PM 10AM–8PM 10AM–8PM 10AM–8PM 10AM–8PM 10AM–8PM 11AM–7PM

Location

Photos 100

Reviews 12

Carla Medici

Delivery of defective patchwork secretary - twice. Made me wait 12 weeks total to receive defective product. The first delivery had a patched over hole on the side. The second delivery had deep scratches on one of the drawers, and the drawers and door were poorly assembled - lop-sided and skewed. Also there were various dings on the white trim that had been painted over. It looked like high school kids painted and assembled it in shop class. Naturally, I pursued a refund, which wasnt easy. Clueless Customer Service person at the store wasted 20 minutes of my time before finally telling me that I had to call the main number to get a refund, then proceeded to give me the wrong number. I looked up the correct number on the internet. I had to wait over 40 minutes before being connected with a furniture Customer Service person. Once I was, he processed the refund - thats about the only good thing I can say. Very bad experience. I will never buy anything from West Elm again. Never. I should also point out that I have since found a unit of equal quality at IKEA for a fraction of the cost, and it only took them one day to deliver it. I have to assemble it, but I dont care. At least I know the doors will go on straight!!!

tammy yu

I like some of their designs, but they have the WORST customer service. They dont mind taking your $$$, but will not issue a refund. I returned an item over a month ago. The item has been sitting in their warehouse and each time I call customer service to inquire about the credit they either hang up on me or make false promises. Ive had 3 representative tell me that the refund will be issued and I had 1 representative just hang up on me because she didnt know how to find out the status of the return. This company doesnt even deserve a 1 star. At this point I just want my money back. If there is some sort of class lawsuit against this company for not issuing a credit refund timely, I would like to join the lawsuit. If there is no class action against this company, I would love to see one started. It is not right to take your customers $$, promise that an item can be returned and credited based on original form of payment, and never issue a payment.

Kelli Schlegel

I used to really like West Elm. After an incident this week, Ill never shop there again. I washed four curtains according to the tag instructions and they shrunk 3-4 inches - they now cant be used. When I requested replacements they refused because they wanted a receipt or order number. Based upon the time that lapsed and the fact that I got them around the time I purchased my home, I couldnt be sure if I bought them or got them as a house warming gift. They suggested I provide all possible names and addresses of people who could have purchased them. Who has the time? Stand by your product!! The curtains clearly show West Elm, have visibly shrunk and are now trash. Ive removed my name from their mailing list and will never buy again. Think twice when purchasing there because they will not stand behind their poor quality products.

Patrick Wynn

It all looks very nice and pretty in the store, but the quality of what actually ships is pretty pathetic. Its definitely Ikea grade furniture at fancy pants prices. Patchwork secretary has mis-aligned screws, flimsy pull out shelves and altogether poor craftsmanship. Coffee table arrived with a clear manufacturing defect - glass top had a super sharp edge to it that required replacement (or else have people cut their fingers). The base also had pieces that had come off during transport. Service from them on the phone is also dire. Given the above, phone calls are required and alternate delivery times need to be set up.

Jeff Streit

Everyone has different tastes in furniture and West Elm likely caters more towards those who prefer a mid-century/modern style for their furnishing. The store itself is nicely laid out, usually busy, but offers some decent furniture. Its not bargain priced nor is it top dollar, but most furniture and home accessories are of decent quality and they definitely have style. The staff here is usually helpful but doesnt intrude which is what you want whether you are browsing or looking for a specific item. Dont make the mistake of every winding up on West Elms email promo list, they will inundate you with spam.

Shelley Saleh

Just like others, I am not happy with my in store experience. Ive called the store to get specific information about their furniture and coupe of times I was told to call their online customer service and place an order with them. Why dont you close your store and just be an online retail site then? Also, I have received conflicting information from different reps in regards to their policies and availability when I was physically in the store. I like their stuff but its not easy shopping from from West Elm!

Jeremy Hambright

First off I want to state that I live in Nebraska. I called this store because I found out they were the only store that still had the products I wanted. I was working with Katy or Kathy (Im terrible with name) but she was by far the most helpful employee out of every store I called, and I called about 10 stores in 10 different states! She is very detail oriented and extremely helpful. I own a few businesses myself and I wish I had her positive attitude and skill set instilled in all of my employees!

Albert Ching

I love West Elm but have been increasingly disappointed by their in-store retail experience both in this Palo Alto store and in the one in Emeryville. Perhaps in the spirit of keeping costs down, they dont hold much inventory in store - which left me pretty disappointed since I rented a Zipcar just to visit their showroom. Perhaps they can open a retail storefront in San Francisco as well - and sign up for some expediting delivery service for their products.

Angelica Van Pelt

I had such a pleasant experience with this store. I bought an item online sometime last year and I really wanted to get another one. The item was no longer available online so I decided to call customer service and they were able to track one down in this store for me. The girl I spoke with in the store, Caroline, was extremely helpful and kind and took care of this for me immediately. What a great experience! Thanks again!

Marc Basilla

Smaller store located right off of University Ave in downtown Palo Alto. I thought the selection (given the size of the store) was not as extensive. I was looking for a new couch, but there was not much of a selection - I ended up having to look online. I felt as though it would be easier to just look online!

richard lanaud

Worst customer service we reserved a rug this afternoon and they put it on hold for 24 hours as we had to confirm measurements. We received a call this evening that they had sold our rug. They were not even apologetic and the manager was the rudest person I spoke to in a while. This is unacceptable!

Jack Lau

West Elm sells very high price goods, high quality home goods, but they have a lot of sales. I highly recommend their products if you find a good deal. This is definitely a step up from IKEA, but it is furniture you would not be ashamed to give someone or pass down to another your family.