west elm

First, the store in Palm Springs, CA has poor customer service! Several employees in the store and not one has ever approached to ask if they could help. When I approached a store employee and ask for assistance, it is like speaking to a dead fish. Second, moving forward, I order a custom sofa and two months later there is zero communication with me on what stage of the process is my sofa. Interesting, I order from Amazon, Etsy, etc and I get great communication. I hesitantly went to the store downtown Palm Springs to see if they could provide me with any information. I got an attitude and the answer was no, I do not have access to that information and handed me the corporate customer service #. Finally, I am finished shopping at West Elm.
Mar 25th, 2024

I'm extremely disappointed with West Elm. We ordered bedroom and living room furniture from them. The bedroom furniture finally all arrived after no end of issues with delivery. Now, we arranged to empty our living room based on the promise that the living room furniture was to be delivered on March 9th. We believed the furniture would all be delivered because we were told they determined that it all had been "scanned in" and was ready for delivery. We then received a follow up email showing all items are scheduled for delivery. On March8th, we received a phone call saying oops, the sofa is still being shipped from somewhere and with an unknown delivery date. The communication and customer service is terrible.
Mar 3rd, 2024

Mar 2nd, 2024

I love this store!
Feb 10th, 2024

Im writing about an unacceptable incident regarding a delivery. We ordered a particular sofa, and chose a fabric that was not our favorite, because we were told that it was the one that could be delivered by the time our guests came to town. The most recent communication I received was the morning of the scheduled delivery at 6:29 AM, which was an email confirming the delivery was scheduled and was told it would be here between 12:30 and 2:30 PM. When it was not here by 2:30 I called and was told that the truck had a flat tire and the delivery would be here by 3:30 PM. When it was not here by 3:30 I called and was told that the delivery was canceled. No one notified me of this. I called the store in Palm Springs and they said the earliest opening on the delivery schedule is December 12, which is one week later than the scheduled delivery. I called customer service and they said there was nothing that could be done. I have guests arriving today and no place for them to sleep. West Elm's lack of accountability is stunning.
Nov 20th, 2023