west elm

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About

Address: 5602 Bay St, Emeryville, CA 94608, USA

Phone: (510) 655-1367

Website

State: California

Zip Code: 94608

Opening Hours

Monday: 10:00 AM – 8:00 PM
Tuesday: 10:00 AM – 8:00 PM
Wednesday: 10:00 AM – 8:00 PM
Thursday: 10:00 AM – 9:00 PM
Friday: 10:00 AM – 9:00 PM
Saturday: 10:00 AM – 9:00 PM
Sunday: 10:00 AM – 7:00 PM

Update Info

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Reviews

I will not be back. No one approached me or greeted me after 10 minutes or so. I went to the register and waited in line just for the pleasure of being "helped" by someone who clearly hates helping people. Everyone there seems to be frightened of her. Also the person setting up a new display had accidentally set up a booby trap which tripped me as I was leaving. Fun times. I was ready to buy a sofa, dresser, and dining room table with chairs but will go somewhere where I feel welcome and will enjoy doing business.

 8 years ago (25-10-2017)

Worst customer service. Everyone is incredibly rude and unhelpful. Also, it's just a show room, not an actual store. They don't have anything you can actually buy, it's just for looks only. They want you to buy their productd online and pay for shipping. Such a scam/rip off. Never shopping there again

 7 years ago (16-01-2018)

In general, I love the new furniture but realized some minor issues with the assembly which we paid for (see attached pictures of off-center backs of Henry Leather Power Recliners), in addition, our credit card was charged $250 over the "TOTAL" order amount.  Just called customer service to sort all of this out, spent 30 minutes on hold only to be hung up on...

 8 years ago (10-11-2017)

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 isn't 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 can't 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 what's 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.

 8 years ago (31-07-2017)

I would not shop in West Elm again - they have the worst customer/delivery experience ever. 

I grew up in Eastern Europe so I know what a bad customer service looks like, this is another level! Even if we spent over $xxxx, they didn't pay much of attention to me and my wife in store but they were busy so we thought never mind. 

We've ordered several different items and each added up on the cost of delivery, to which staff explained us that the items will arrive individually as they'll have them ready. 

While first item was supposed to be delivered in less than a week, we got it only after repeated emails/calls and 1 month of waiting. 
As for remaining items - the storage depot and the customers services keeps on referring me to each other and no one can help me, all saying that the split can be authorized only by the other party. 

Yes, the stuff they sell is nice and trendy, but it's a sham and I would not shop here again. 

It's been 7 weeks since the order and I still have only that one item, while some 3 more should have been delivered 3-6 weeks ago.

 8 years ago (18-10-2017)

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