So I thought I could tighten a leg maybe to help..nope. It would be one thing if this was the first problem I've had but I've had several problems with past orders through the store as well. So we went to Lowe's and got a cap, installed it along with their wiring kit, and I couldn't be happier with it. So now we are 6-7 months later, no check no couch. When I had it repaired by a professional, they showed me that the stitching was never finished in a way that would hold up. Never experienced that in the West Hollywood location - only in Palm Springs. 44 reviews of west elm "Yay! It's a bunch of overpriced Crate & Barrel stuff. I have to say the good reviews must be fake. I have a west elm sofa and I HATE it. I am hosting a going away party on 2/28 & will have no furniture for my guests! I rarely give a retail store a review, but this place deserves it. Plus, its cushion seats, backrests, and … Impossible to cover. No firm ETA on delivery date That being said. So we called them up to complain and they took back our couch. We went their store at latest 5 times, they will just told your they cancelled...Even, you asked to talk to store manager. If you want something that is long lasting don't shop here. But today I had the unpleasant task of dealing with Sabrina for a return. This store was much larger than I anticipated and it was quite busy on a Sunday morning. Or so I thought. I can't give 0 star...otherwise, will give 0 star. Still waiting for replacement, its been a month. Value: ★★★.5 . The customer service representative was rude and accused us of putting a hold on the order. I was wondering why the ratings were so low, I've always love West Elm for their modern, San Ramon West Elm must be prettyyyy desperate, We purchased a small table and custom chair, Stopped in to take a look at there merchandise, I can't get anyone at West Elm to help me, It pains me to give West Elm a 1-star review, My beef is not with the store itself but with the fulfillment, They are unable to fulfill orders at this time, I just had the most amazing customer service here, This is a review solely for the delivery service. I am wondering who buys their stuff. We are still not received full refund from West Elm after two months. (I was being "helped" entire time.) Go to this store and experience what good customer service is. Sofas and seats seem cheap and overpriced but the small decor is nice. Fast forward one month later, we got a email stating that there was a hold on our order and we should call them for details. I feel bad for anyone who has to speak on the phone with the customer service reps for West Elm regarding an order you've placed. If you have a contemporary or midcentury modern aesthetic in your home, the West Elm Harmony Sofa would likely pique your interest. But, they will not inform you even you didn't do it. The Urban Sectional from West Elm comes in a variety of sizes and styles including a “build your own” option, from 2 piece chaise sectionals to L-shaped 3 pieces and even a sleeper sectional with a storage compartment in the chaise seat. we had to refused him as i was going to take half day off at work as well as elevators were supposed to be reserved by the management. It pains me to give West Elm a 1-star review. You can tell that c&b is a bit more sturdy. He made our experience seamless and enjoyable. So any damn question I ask should be fair. Colin totally knocked it out of the park. I have never had this happen with my bedding before, and have always had white duvets and sheets. Ended up spending more than I expected but oh well, no buyer's remorse. Sconces are a great way to make a statement in a room while also providing some extra light! email: team@peachandpinehome.com Brentwood, TN(c) 2020 Peach and Pine, LLCTerms + ConditionsPrivacy PolicyMedia/Brand Relations, Friday Five - Interior Designer Accounts to Follow, Valentine's Day Shopping Guide - 5 Home Items Every Couple Can Enjoy, Product Review - Haven Sofa by West Elm (Performance Washed Canvas, Feather Gray). I called on 2/4 & was told 72 hours someone would call me back. Well displayed furnishings-helpful staff. The 10% cash back is useless (they store sales will told you a lot of good things if you apply it). We independently select these products—if you buy from one of our links, we may earn a commission. She thinks she knows it all... read a book about customer service and how to be kind lady. One cashier walks up to the register. Making the customer feel comfortable is first best practice - saying "that's not how you do this here" is rude and a lost opportunity to help someone. I'm so DONE with West Elm. Bought a Ruby coffee table that broke after just 2 weeks. Why? Together we are Peach & Pine Home. I'm sorry - that's not what the gift card itself says, and its 2018: I'm pretty sure WE can figure out how to do an online transaction. Store has friendly people and great products. We even left a key with them as we were caught up in work and other commitments. Bought a wood top table "Cast Trestle Dining Table" and after very little the wood started to crack. West Elm carries the full suite of bedding necessities from sheet sets, duvet covers, pillowcases, quilts and coverlets, blankets, and decorative pillows. The staff here are ridiculously friendly and helpful. We attempted to buy a trundle bed from them in May, 2018. When the manager finally said they'd honor the price they had on the tag, someone had stolen the register again and they told me I'd have to wait for another register still. The boy comes back to me and states that the 'leadership team' is not ready to speak w/ me and won't accept the call. West Elm's bedding pieces tend to be solid in color or feature a more subdued print. Delivery issues. They've had my money for almost 90 days and haven't delivered on their end. left my phone number and nothing)) and today they just let me know what yesterday was 30% and now promotion is finished ...Worst customer service in my life. There are so many beautiful friendly local shops on Cedros that will gladly take my money, with a smile, and returns if the items don't work out. Some materials used in their furniture includes both solid wood and engineered woods, glass, marble, recycled fabrics, natural and man-made fabrics, concrete and more. They will close your case right the way. Select upholstered furniture items including some sofas and chairs are made-to-order, so shoppers can choose from the available fabrics and finishes of their choice. Poor delivery process. (The first was regarding their inadequacy on scheduling, delivery, and customer service. it was horrible expirience. Invested in a kitchen table and chairs that we were planning on having for a long time. Choose from different silhouettes, colours and upholsteries. And we continue on with our "tumor" table. Worked with Hailey who was very patient and gave helpful design advice. Ruined what could have been such a nice transaction and experience. Literally impossible to ask a simple question on an item without being left feeling like we are the one being ridiculous! I explained that we had called in advance to confirm and she literally had no words for us. I have no desire to purchase from this company. My shopping experience with Michelle was excellent. Apparently another was being sent in its place, yet I had no information on when. I was so excited when Palm Springs was getting a new West Elm store in the heart of a revitalized downtown. Luckily, they called the 'public' customer service line and they were helpful. I would simply say "I'm sorry but as per our policy...." Instead, the employee named Sabrina decided it was a good idea to LECTURE me LOUDLY about their return policies in front of everyone. It is a beautiful farmhouse built in the early 1900s on rolling acres out in the country. Then nothing! Sometimes places are "overly helpful" AKA pushy. The ones she loved with a hard base were no longer available so we spent a chunk of money on some new leather dining chairs. Great location!! I've bought all my showroom furniture and now my husbands new office furniture from their store. It arrived with a wiring kit so the fixture could be used as a lampshade with a floor lamp OR as an installed fixture. At first they ship damaged furniture, then they delay delivery without notification, then they schedule an appointment with complete disregard to what I asked. Now if their supply chain people could get their act together I would reconsider. Just because it is designer doesn't mean we need to appreciate the garbage they sell. Overall, I avoid this location at all costs and shop exclusively online. top online furniture alternative, Arhaus. We just bought a house and planned to spend lots more money there than we already did, but the experience was just such a letdown. What a gentleman! The hinge has worn out and no longer will keep the two pieces (sofa and lounge piece together). Beautiful looking store too. Does anyone have the leather versions and do they suffer from the same quality issues that the fabric upholstery does from these places? Also, all the reviews about this staff being snotty and ignoring customers (you're a chain West Elm, get past yourselves) are true. You have to manually click on one promotion or the other. Because we treated the material with Vectra, any time we get a spill, we simply spot clean with Thieves Cleaner and it does the trick. 1 star for all who work in that place. The single best customer service experience -- courtesy of Elisa who has personal shopped, picked, designed and advised us for months ... Shes dynamite, her professionalism and friendliness is unmatched. Discovering this saddened me, so I called the Austin store on 5th and Lamar, for advice on repairs. True to its name, the Haven Sofa is one you'll want to spend lots of time in. Will never order furniture from them. The store has too many different sales promotions, and they are all created as a bait-and-switch. My god, it's not like we are the customers...some friendliness and not hating your job so much would go far! Furniture shopping is an oftentimes tedious and mundane task. The store looks good and gives you a lot of ideas, but the staff is terrible. I bought 8 pieces of furniture from West Elm. The other person pushed that heavily "just go on-line". A gentleman who worked there came up to the counter, saw us both and said someone will be with you shortly. While it’s definitely not the most expensive couch you can get, it certainly warrants consideration and isn’t a purchase you’d want to just “give it a try.” Sofas from West Elm aren’t cheap, and this was definitely more of a splurge item for us. I wouldn't even want their stuff for free, frankly. We do it only twice a year because it's so popular." I received no further response to my emails. Lisa was very helpful, knowledgeable and honest about the items in store and went out of her way to make sure I was a happy and satisfied customer. We looked around and didn't see any curtain or curtain hardware so we asked a store person. The staff immediately started barking at me not to pick up this swatch or that swatch. Last week there seemed to be only two people on the floor - albeit several behind the counter ringing up sales - and they were overwhelmed. He stated he wasn't a designer, but for someone with such great perspective and customer service (oh aaaand he's studying design in school) he is by far the best designer we've encountered. Here's the skinny: * We made a large 16-piece furniture order on June 17th - we were able to put 1/3 of the purchase on our West Elm Credit Card (we signed up for the points), and since we met our maximum on the card, we paid for almost 2/3 on my personal debit card (signing up for Key Rewards also). I like how he was nice about rejecting some of my not so great suggestions. I was told it did not. He's always warm, insightful and listens to your needs while offering solutions that are an E-X-A-C-T solution. In terms of design, West Elm carries updated and modern styles with the majority of their rugs featuring colors that appear a bit more washed out or muted to help bring some lightness to the space. Still couch shopping so I can't speak to the buying experience. It took multiple phone calls and emails to have it picked up. Here's the breakdown: EXCHANGE: West Elm doesn't do exchanges, they credit the money back on whatever card you use, which takes a few days. Try this west elm out. Softwoods like pine, as well as … Key Rewards gives your 3% of your money back to use on your next purchase. Not made in USA but better build quality than Restoration Hardware and a lower price (see their display in San Leandro). Save yourself, only purchase what's in store. Customer service says since my mom doesn’t have a receipt they can’t do anything about it. Its deep, comfy seat and low, padded arms give it an incredible sink-right-in quality that's perfect for the whole family. Where Slumber Search discusses medical ailments, we strive to ensure the information on this site is accurate, current and useful, however, we do not warrant the accuracy or completeness of any information related to medicine. Kind calm helpful. With that save yourself the hassle of not getting your furniture in a timely, hell, a REASONABLE, fashion. Very rude and elitist staff. This place redeemed itself when Rico helped me over the phone and had some charisma, engagement and interest in my call. This is 4 months after my first phone call. Prices are higher in some cases but the quality seems to be there. Vanessa is a phenomenal stylist... very helpful, friendly, great ideas and engaging. To the contrary, they were candid while being very, very nice and professional in explaining which items they thought would work and why. West Elm doesn’t allow customer reviews on its website. They're LIARS! With their fresh and modern designs, shoppers can oftentimes find design inspiration and ideas for their spaces at West Elm.When it comes to customer experience, West Elm shoppers usually enjoy the modern and thoughtfully designed pieces that are available to them. We ended up purchasing a mix of modern and MCM reproduction/inspired furniture, lamps and accessories from West Elm. I love Pinterest for discovering new things, but I love Instagram for a beautifully curated portfolio from creators. Our family has brought all WE products for our new home and office. The quality of a sofa I purchased is very disappointing. Will definitely be returning again to purchase. The other posts you see here about customer service are in line with my experiences. The only thing I'm happy with is the dresser and it's almost never used so I think that's why. They gave me gift ideas then let me wander til I was ready to pay which I like. If a customer comes in not knowing that they misunderstood West Elm's return policies (plural, not one) and which of the THREE return policies applied to returning items in-store then I (as an employee) would not stand there and BERATE this customer in the store about it. Did you miss your customer service training day or are you just that miserable all the time? Thank you, Rico! We cannot use our Key Rewards dollars, because supposedly three-weeks is too soon for them to "kick-in." So I start digging. (shameful customer service) Now Randy called the Manager and said with us standing directly in front of him, that "obviously these people can't read and some other very insulting comments". I like their designs. This is a project we have been working on since last summer, and we are now starting to see the house come back together! Without a robust and durable frame, your sofa will have much a shorter lifespan. Another note on dimensions - this couch is pretty low to the ground. It is now September. It is a really comfortable and not stiff in the least. Stay away! The sales associate said, "It can take up to 30-days, and knowing this company, it will take the full 30-days." Avoid them at all costs. Lots of "in style" furniture to choose from. She should have told me then, not waited. I've decided to no longer do business with West Elm. We wanted to be able to fit mom, dad, baby, maybe a dog and/or cats, all very comfortably on our sofa. Buying in-store is all returnable and saves on shipping costs. I bought a weaved basket and while it is pretty - it is not made very sturdy at all. West Elm's prices range from moderate to higher end, but with their rewards program, The Key, shoppers can earn 3% cash back on their purchases (30 days after the purchase was made/the order was shipped), to be used on future purchases across their family of brands which includes Pottery Barn, Williams Sonoma, and Mark & Graham. I will say, the parking is way easier at this location than some of the other Bay Area locations. I recently bought a lamp from West Elm. UPS picked up the table and yet I never received my refund. If they were only in a place where we the customers could go see them, and touch them! The right sofa can impact your living room dramatically and influence the overall feel for your home. They do have two different model couches here that are comfortable. I bought a couch from West Elm because of the 0% interest promotion. Andres has been vital to our decision making. Future Buyers Beware! We told Randy that we were highly offended by his insulting statements, and that was no way to act towards a customer. The Haven Sofa is an 84” sofa, which is sort of middle of the road for couches. The employee that helped us spent over 10 minutes taking all of our personal information down & then trying to figure out what shipping would cost. If you want more value go to Living Spaces. Its deep, comfy seat and low, padded arms, along with smooth leather upholstery, give this sofa an incredible sink-right-in quality. Cheap, poorly made furniture. Another popular find for West Elm shoppers are their unique coffee tables. The second time we were here to checkout curtain and curtain hardware. Clearly, we are not alone in being unsatisfied customers: theawl.com/2017/02/why-d… Crappy, cheap products and a company that does not value its customers. These weird tanish/yellowish stains just show up in random spots of the duvet after every wash. My friend, who is a tailor, informed me that this can happen when the materials are cheap and/or cheaply processed in order to make them white. We were trying to get 2 swivel chairs which cost a total of~1000$. Ordered a dining room table in January (4 months ago) was originally told it would be here in February then I got an email in Feb saying it wouldn't be here till April. They have worked so hard on the structural elements to ensure this house will stand for at least another one hundred years. Or longer. Read customer reviews, see real customer photos, and find out what interior designer think of the Auburn sofa. West Elm, you should be ashamed of this store's customer service and the unprofessional, immature behavior of this store's manager and cashier. Every promotion comes with an asterisk* .... like Buy More, Save More*, where you get a 30% discount if you spend $3,000. ", why? That was three months ago. I wouldn't of bought the item in the first place if I knew it would of taken this long. Sadly our order was stuck in the elevator and said they couldn't get it. They need to steal some people from Target or Amazon, or they are going to go belly up. Now, don't get me started on when I walked into the store. If you’re looking for a really comfortable and durable couch, I think that you would be really happy with the Haven Sofa. So I've been in circles for 1.5hrs now to verify that Emeryville received this blanket, 'Leadership' has technically to speak w/ me as they won't let this poor kid off the phone. I'm a fan of the style at West elm. he said ok. and he left!!!!! Called back again, and they finally answered our questions without being put on hold or hung up on. She was somehow able to get the couch delivered on September 19th and the outdoor seating that following week. No wonder they don't want reviews on their website. On the weekends, they host various popup shops and workshops which brings the community together. I do not work or know anyone from Wayfair, however I have ordered estimated 40 times from them and they are by far one of the best. This was fine with my wife and I. I received a phone call around 7:45am from the delivery person telling me they don't actually have the table top because it was indeed damaged, and yep, another one was being delivered in it's place. It's a principle and a nice gesture to make the customer feel good by doing such a small favor. They also way overcharge for shipping. This lofted version stands on shapely wooden legs. No one could help me. Seller's Notes: Overall: 76"w x 37"d x 32.5"h. Interior seat width: 67". This review is for Marina (hope I spelled her name right). Each item's availability was narrowed down to what was in-store and what needed to be shipped. CREDT CARD "POINTS": We were not completely informed that the "earn $25 for every $250 spent" comes in the form of coupons you receive in the mail. Defective products poorly adapted to the UK which cause the products to fail or in my case, for a pendant light to fall... Communication to resolve the issue is just impossible. Yes the items I did receive are quite nice, and I'm satisfied with the design and purpose they serve, but I wouldn't recommend them to a friend because of the poor management of deliveries. Our Detailed west elm Sofa Reviews Guide (Which is the Best?) Throws were $29-$129, bedding $99 and up, cups and plates were $5-$10-$20 each - you could easily get a great wedding, engagement, birthday or holiday gift here. Yeah just the arms. I hv contacted the customer service & they said that one of the headboards had been lost & it's been replaced but after 5 long months, I still hv not received it & they hv been postponing the delivery date again & again.... Why? Don't shop here!!! Mixups can happen in any business BUT this store goes OUT of its way to make customers feel like family! It's gorgeous! This store is one of the reasons I go to Palm Springs. Andres G. has been stellar and true "artist" designing Rockstar for WE! Always the rudest employees here. All things must pass. She's been at West Elm for 9 years and I guess that's 9 years too long. Unlike other companies that just drop your sofa off at the curb, West Elm offers you the option of white glove delivery service which includes the delivery, unpackaging of your item and bringing it inside to stage … Thanks again Aadi!! May all benefit! The basic point is that as soon as you get your sofa, take a day to apply the fabric protector (you can’t sit on it for a certain amount of time). West Elm customer service: We called them many times. She was emotionless. Beautiful store and great staff in Austin when you're buying. With the holidays around you probably have guests and are thinking about extra space. This sofa from Article is snuggly enough to sink into after a long day of work, yet its wooden base with slanted legs makes for a strong and sturdy living room piece. Store staff is not of much help either. Give it a pass. This is unfortunate bc, the store is always busy-- treating people in retail because you feel like you are "elite"or drive a Tesla, lacks compassion and it's counterproductive. So I ask why he's asking me what store it was returned to if he already claimed in calling the store. One of the designers started chatting with me and got some great ideas for my living room. My husband noted the sofa , the Drake model, was very uncomfortable, but I was willing to give the sofa more time - it was West Elm, right? No explanation. With our experience, they won't ever come--trust me. Prices are competitive with like stores. Ultimately we decided on the Haven Sofa by West Elm. Beware of these guys - you will spend a lot of time talking to them and Ryder last mile - will do nothing good. I will NEVER buy anything from this joke of a company again. She was passive aggressive. I wanted to buy a small drink table, they only had the one on the floor- which I was willing to take. Terrible Customer Service... BEWARE OF THIS UNTRUSTWORTHY STORE We received an email from this store asking us to try the store for the first time and offering a coupon that stated in the Subject line and in large type on the coupon "15% off EVERYTHING IN THE STORE", and stated below that the coupon could be applied to anything in the store. They had just opened so there was literally no store traffic. Comfort is in the eye of the lounger - but I will say that I find this couch VERY comfortable. No need to drive to Chicago or Columbus or scour Craigslist for Mid-Century Modern Furniture! Don't apply the West Elm credit card. I will never be returning to this location I would rather shop at other stores for a better price or even online for a much better experience. I love shopping for home goods, West Elm Palo Alto makes it such an unbearable experience somehow. My roller chair is losing ball bearings all over the place (luckily my cat hasn't eaten any before I find them).

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