First purchased of a heaven sectional sofa worth close to $3500.00 arrived damaged. I only discovered that a couple of weeks after delivery. Went to their store in Palo Alto and complained and requested that they sent me exactly similar sectional sofa as they have on display at their store. They were kind enough to schedule a return/and a delivery of a new sofa. Since I am now aware of the issues, I made sure on the next delivery, I checked the 2nd sofa delivered nearly a month a later, only to find it damaged as well. This time the gentlemen who delivered the Sofa were able to confirm the damage. Since the sectional sofa came in two pieces, I had to keep one of the older piece that came with the first delivery and pair it with the other bigger piece of the 2nd delivery. But still the Sofa is still the noisiest (one of my original complaint) that I have ever purchased. Right in the middle, if you seat on it and turn a bit, it start making squeaky noise that is very intolerable for such an expensive piece of furniture. I wouldnt recommend buying the heaven sectional sofa.

Avoid buying a bed here at all costs.We ordered a bed in February and delivery was continually delayed in incremental months to June. Understandable given global supply chain issues, but nobody actually communicated with us on this, we had to beg on the phone for information.Then, the bed shows up and it’s missing key components to the bed! We rejected delivery and rescheduled to a month later (for the full bed), and it shows up broken (at least it was a full bed the second time). We requested a full refund which barely seems sufficient given the time without a bed and hours spent with west elm on the phone.What was most shocking is that the delivery guys told us that dozens of other customers have been having the same issues and that west elm seems to have tried covering up the broken parts of the bed.Maybe get the pillows, but certainly nothing you actually need from here. In the end, we bought a bed from a competitor for 1/5 of the price and it was at our place and assembled within 3 days.

I called and placed an order with Westelm at Palo Alto location since Aug 12 and the items were shipped and I should received these items since Aug 19. However, the person who took my order did not put down the Apt # in the shipping address. UPS sent those items back. I called UPS and Westelm customer service to let them know. This items were ordered again with the new delivery date on Wed Sept 1. I did not received the items on Sept 1. I have to call Westelm customer service again on Sept 2 . I was told that the items will be deliver on Sat Sept 4th. This morning, Sept 7, I got another email from Westelm said the se items just been ordered on Sept 6. The expecting delivery date will Sept 9- Sept 13. I do not have any confident on those delivery date anymore. I lost one month of time. This is so discouraging to continue shopping at this location or shopping with Westelm. Overstock.com has similar furniture at lower price, no shipping fee plus not screwed up on the order or shipment.

Tons of great collections. But Scandinavian is much better in collections and as well as the pricing

One of the worst shopping experiences Ive had. The customer care representatives are poorly informed and no-one is trying to help you. They just want to redirect you from one guy to the next.

Our entire house is going to be furnished by west elm one day! This place is our favorite.

We went to West Elm looking for a new living room set. The furniture on display looks sleek and feels comfortable, sporting mainly either a modern mid century or industrial look. The dining sets are particularly impressive: instead of heavy and unwieldy tables the tables and chairs are light and fine, suitable for urban living. But we were looking for armchairs and settees which were less imaginative at West Elm. Go there to check out the furniture and get an idea for what you like. We did and are glad that we visited.

Products with modern design make it point of attraction.

Great store. I like their furniture designs. Reasonable prices.

Overpriced furniture that my wife is obsessed with…. I’m not impressed with their style and I think too many people get attracted to the brand

Ive always love West Elm for their modern and trending collection of furniture and curated home decors. They even sell succulents and cacti now! Love love love! And their staff is attentive and quite helpful if you ever have any question about any of their items.One of my favorite things about West Elm is how they empower and support local, small businesses. On the weekends, they host various popup shops and workshops which brings the community together.

Beautiful everything here. The tencel quilt is amazingly soft. Will have that one day.

The store manager was extremely rude! Save your money and buy somewhere else. Worst quality and customer service.

It is a great shop for home decorations and furniture but kind of pricey

Save your money. DO not buy from this store. Worst customer service and delivery experience! Much better companies and options to buy from.

Its a big store in golden places. The people are nice there. But they dont have a lot of things in stock, not even a catalog. They dont have ready information for stock. You would still need to look up in the computer. I wish they could do more.

A little expensive compared with Crate Barrel, but you can find good stuff here.

Very modern furniture,

I came here for a design service today and was pretty impressed! I had made an appointment earlier in the week online but didnt get a confirmation email, called the store the day off to verify and they said to just come in.It was a bit awkward when I first arrived but was quickly introduced to the designer. She listened and gave me a ton of great ideas on how I can improve my living room.I ended up getting some items and the stockroom person worked quickly and loaded my items for me in the back.

In the market for pretty furniture and condescending, rude, and completely inept customer service? Then West Elm Palo Alto is the place for you!I ordered a gallery frame that arrived poorly constructed, dirty, and broken. I contacted the support team online who authorized the return. Unfortunately then I was hit and my car was totaled, so bringing in this giant frame was extremely difficult. My boyfriend let me borrow is car so I could lug this huge box of broken glass back to Palo Alto where they told me they couldnt refund it, but would ship it to the warehouse for me. Lets ignore the fact that this policy is ridiculous, and they couldnt provide me with confirmation of the transaction, I had no choice but to accept it. Three days later THE FRAME SHOWS UP AT MY DOOR. Instead of shipping it to the warehouse, they accidentally shipped it back to my apartment.Thank you for the nail in the coffin of a miserable, stressful week. Im super excited to now rent a car to get this returned.You can buy pretty pillows anywhere. Save yourself the energy and the brain cells and go literally anywhere else.

I am in the process of renovating my home and Berthe at West Elm in Palo Alto is a pleasure to work with. I have relied upon her expertise with regard to interior design for our condo. She has an outstanding eye for detail, and always creates an interior design solution that brings to life the natural beauty of the space she works with. She is hugely creative, as well as grounded in the details that ensure projects are carried out on time and on budget. I recommend seeing her if you are renovating and getting a lot of West Elm furniture. The6 are an expert team and provide designers as well as installers ..

The people that work at the store are extremely nice and helpful. The company West Elm, once you have placed an order not so much. Their order fulfillment systems are a disaster. Be prepared to have your order split into multiple items, several phone calls with customer service and being bounced around between people, wasting hours on the phone trying to get a simple order delivered. Everyone is very nice and tries to be very helpful, but no one actually is since nothing gets fixed. Unfortunately, I am very much regretting choosing West Elm to refurnish a room in my home. Will not do it again, no matter how much I like their things.

Awful customer service. Dealt with two very rude sales clerk when all we wanted was to check stock on an item. When we were calmly trying to explain our frustrations with being overlooked while waiting to be helped, there were no apologies and instead we were treated like we were the rude ones. They really need some common decency training here. Being busy is not an excuse for being a terrible human being to your customers. Avoid this store if you can.

Design of furniture looks trendy and nice but not comfortable. Kinda stiff which is a look, I get it but I prefer more comfy pieces. Home goods are trendy looking but not as fresh as they used to be. Some pieces are well made. Some pieces are not. Overall, it can be a place to get inspired but not sure if Id invest in a look with a large amount of purchases. Staff was friendly.

The sales representative is such friendly and helpful. We opened an account with West Elm but the opening bonus could not be applied. After talking to three custom service over the phones the issue remains. We went to the Palo Alto store and the representative helped us to solve the issue so we were able to receive our opening bonus. She is definitely amazing!

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.

I like their designs, and frankly speaking, their designs are getting better and better. However, not the ideal customer experience so far. We went in on Saturday, checked on a specific color of the streamline side table, were informed it was available at the store, so we purchased it right there, carried it home, unpacked, caused a mess in our living room, and only to realize the bottom was the wrong color. I called in the next day and they confirmed that they actually did not have the color I wanted in stock. So in order to get our money back, we had to repackage everything, clean up the mess, drove back the next day (30 minutes drive one way), waited in the line for 15 minutes, and drove back. Honestly, I could have charged them delivery fee since I wasted 1 hour + for nothing, except unpacked and repacked one of their tables. I hope they would improve their in-store services in the future. A single human error could cause the customer a lot of pain!

Great store and amazing service always.I read many bad reviews about various experiences with the delivery.I personally had no issues. Everything was delivered in time and in perfect condition.When I decided to return a rug, they helped me immediately.

If you attempt to shop at the Palo Alto store, you will be ignored. But the on-line experience is even worse. I’ve never encountered such a disorganized business. My order was so hopelessly messed up that it was almost humorous. And the customer service reps on the phone have no authority to fix anything, so here I am four days into waiting for a callback from a manager. Not holding my breath.

Love browsing at this store but it seems like the sales people are hidden in the walls. No one seems to want to ring you up at the register. It took 10-15 minutes until a salesperson came out from the back. In the meantime no one says well be right with you or nods to me with any recognition. They are more interested in selling furniture and not watching the front register line. I almost just left without making the purchase

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!

Friendly, helpful service

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!

Great experience with West Elm at Palo Alto. We had an issue with one item we ordered and their in-store customer service was excellent. Very surprised by others who said customer service is poor, very much the opposite. After resolving so promptly to our satisfaction, were very happy with the items we purchased and will definitely purchase from them again.

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!

West Elm Palo Alto is one of our favorite stores in the Bay Area! They are very supportive of local businesses and have collaborated with us a number of times on pop ups / events - a true testament to West Elm’s commitment to Community. The staff is absolutely wonderful - everyone is warm, cheerful, friendly, and accommodating - and the store has such a fun, positive atmosphere, which is why we keep coming back again and again and again! Thank you, West Elm Palo Alto - looking forward to future collaborations!!!

Very poor user experience; want to cancel order in less than 24 hours and got told I can’t. I have to wait until the furniture gets shipped from overseas and then request return. It doesn’t make sense at all especially for furniture return you have to call the 1800 number which took me 35 minutes of wait as of this morning. I requested to switch the order to be picked up in store instead to save that $150 processing and shipping cost. I was told I can’t either because the order was placed on their web site not in store. I hope someone from West Elm is reading this as you offer a very bad experience to a first time buyer.

I would like to bring to your attention my experience with West Elm Delivery. Unfortunately, this is one of the worst shopping experiences Ive had. I am a regular customer of West Elm, but, this experience has left a bad taste in my mouth and I dont think I will be choosing West Elm for any future orders.Here is the chronological order of events that has resulted in a a very poor experience -1. Order for over $2000 with a lot of excitement placed on 11/28 (Thanksgiving).2. Called customer service multiple times for delivery information as no delivery confirmation was sent. Delivery was scheduled on 12/28, a month after the order was first place!! I made plans around this delivery (12/28) and invited friends and family for new years. I also cancelled my plans for the 28th and made sure I am at home for delivery. A couple hours before the delivery (12/28), i get a call from West Elm delivery saying the truck hasnt arrived and the delivery needs to be rescheduled to 01/03. This resulted in a lot of inconvenience as I had a party planned and had to make parallel arrangements in a short time.3. I did not receive any written confirmation for 01/03 delivery, just a verbal confirmation on 12/28. I called customer service on 01/02 to follow up and they said they dont have me on the schedule so they cannot deliver prior to 01/08.4. My wife had to work from home and take a few hours off to accommodate this delivery and we received our order today. But, GUESS WHAT? The marble countertop of the dining top we ordered was damaged and the next delivery is now on 01/14. Seriously???To top this, my experience with talking to customer service has been fairly bad, The customer service personnel have been rude and unapologetic.This is absolutely unacceptable and West Elm has certainly lost a customer.

This store is full of sales people just looking to close a sale. They routinely over promise and under deliver. We placed an order in person after working with a sales person. We were repeatedly told to expect a call about delivery one week after we ordered. They never called. We had to follow up. We were told that we would get shipment (sofa and bed) 1-3 weeks after we ordered. When we followed up they told us it would be 6 weeks. They had one item in the warehouse ready but refused to ship it until the other was ready and that was on backorder.I will never shop at this store or buy from this brand again. It’s cost is not justified by its consumer experience.

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.

I bought a sleeper sofa with my parter a few weeks ago and was informed that the scheduling and deliver service would be “white glove” - and honestly that was the only day that I would describe as remotely “white glove.” We were told that we would be getting a call to set up delivery - didn’t happen. When I scheduled it online, I gave very specific, explicit directions about the apartment and stairs to inform the delivery people about the requirements we would need. Day of, the deliver team arrived unprepared and with insufficient staff to get the couch into our apartment. While it happened early enough during the day, West Elm was incapable of working with us to get the couch delivered and in our apartment. Over 36 hours later, a dozen calls including speaking with several supervisors, we still don’t have a sofa or a delivery date. Multiple times I was told I would be “called back” and never received a follow up.

They sell pretty stuffs (those 2 stars go to the design) but the staffs are so unfriendly. Are they not being well treated by the company? So far, PB and WS have way much better customer service.

Terrible delivery service. One media console was ordered during Thanksgiving and has not been delivered after 2 months, with multiple wrong delivery attempts with wrong item, mistakenly cancelling order and reorder. Do not want to adjust to original price and waive shipping cost, etc. I’d like a minus five star if available.

The post-purchase service of West Elm is just a nightmare. It takes months for your orders to be ready for shipment and its just a norm for your items to be lost of track. Basically, if you made a big purchase from this funny place, all you can rely on is your own luck if you expect to receive those things within a reasonable delay. The representative on the other side of the phone are just rude, ignorant and irresponsible. I dont know what it takes to get that job but I doubt if they ever get any sort of training to value the customer. Most of the time they are just not capable of handling anything else from asking for an order number. Very impressive.

Worst customer service ever- Don’t buy here. They just take your money and disappear. We bought a very expensive sofa 2 weeks ago. They were very fast at getting our money. We scheduled a delivery for this past Saturday, informing them that we live in a floor and there are stairs involved.Yesterday, at a approximately 11am PT the delivery truck (third party vendor) showed up just to informed us that they wouldn’t be able to deliver our sofa because they didn’t have enough people in their crew that day. Since then we have talked to 9 different people at West Elm that have offer no solutions and have repeatedly been told that someone would get back to us. Still no couch and no plan. We will never be buying here again...

We ordered some benches to be delivered to their store and when we were notified that the items were ready for pick up we went to the store to pick them up. Sadly our order was stuck in the elevator and said they couldn’t get it. I told them that’s unfortunate because I moved 100 mile away and I’ll just cancel the other 10 grand worth of purchases to my new house due to their poor level of communication.I have to say the good reviews must be fake. Show a little dissatisfication and the staff either shut down or become demons.Advice: stay away or go to the Emeryville location

The best service and people who actually care and talk to you eye to eye caring about your experience. Real people, not cell phone pluckers ignoring the environmental humans around them working so hard to please them. Welcome to the past, when you could face you fellow human beings with yourself, eye to eye.

I called the store to confirm my order pick up. The website is saying I should pick it up on March 8. Shannon said it will not arrive until March 28 and there is nothing she can do. She told me to call the customer service which doesnt make sense since they ordered my bed in Palo Alto store and promised delivery by March 1st. When I asked her to speak with the manager, she told me that I should instead send her screen shot from my laptop and she will take care of it. I sent the email immediately. But she just ghosted me with no replies... This is one one the worst customer service I have had. Will not order anything form this store again.

TLDR: DO NOT ORDER FROM WESTELM + IF THEY MAKE YOU AN OFFER FOR COMPENSATION GET IT IN WRITING!!I had a terrible experience with Westelm. I ordered the roar and rabbit bed at the end of August. Now its mid October and I still havent gotten my item after three (!!!) scheduled deliveries. Initially, I ordered the bed and they said that they will send me an email to schedule delivery once it had arrived at their delivery center. A week or so later they scheduled delivery. But shortly before they were supposed to drop it off at my house, I get a call that the items hadnt actually arrived at their delivery center. We reschedule and when it finally arrived it was damaged. It had scratches and oil stains. It also looked like it had been assembled and disassembled before although they assured me that it was a new bed. They then had to order the replacement from Texas which took three weeks. They scheduled delivery again and I even get a text that my bed is the next on the drivers route. However, once again I get a call. They had lost a part of the bed and couldnt locate it. Meanwhile, Im sleeping on the floor waiting for my bed. I also took time off work for the delivery attempts. Additionally, the costumer service kept making me offers for compensation but then failed to note it in their system so when I called again nobody knew about what they had previously offered. Today, they connected me to their escalation team. I talked to someone who appears to have more authority to deal with things and it seems like Im finally being helped. She said she will now personally try to help with this issue (but Im not yet convinced that that will actually happen). However, a person from customer service had previously offered that I can get the delivery fee back onto my account immediately because all of these failures but Dorothy told me that they cant actually do that. This is incredibly unprofessional. This whole experience was/is utterly frustrating and I will certainly never shop at Westelm again.

Great furniture, employees are not happy or positive though.

One lady helped me and answered some questions I have. She was super nice and helpful. However, those high school cashiers.....they really need to learn what customer service means.

Wow.. The folks at this store should not be allowed to work in any customer facing role. Terrible experience. We ordered a table 3 months ago and they still do not have a status. They love pushing paper.Please dont get me even started on their call center.

I will not buy anything that requires delivery from west elm. 9 weeks after expected delivery day (order made early August, expected to get it Sep 22. Today is Nov 19）I still don’t know what is the status of my sofa order. During the 9 weeks, I called several times to custom service, and was told that they will check and get back to me, but did not get any response after any call, and I have to call back again and again. So frustrated about the delivery. I would rate negative if I could.

Came here for a design services appointment. Booked over a week in advance and called an hour before my appointment to confirm, but when I got here they let me know the designer wasn’t here after all and wouldn’t be in for a half hour. Apparently she called in right after they confirmed with me but they didn’t update my appointment or attempt to contact me. Still a cute store, but wouldn’t recommend design service due to lack of punctuality or remorse.

The sales associate was approached as unkind and gossipped to another customers instead of simply checking the price of an item. Should be reprimanded, her name is Berthe.

My style... They currently have bronze mid-century modern furniture. Not bad prices either, for what you get.

The worst order experience ever with any furniture store. An item was never sent. Rude delivery customer service representative. Called the store. They rescheduled delivery. Waited for a week. Nothing happens. Call again. They don’t know what happened. Ended up just canceling the order. Slow delivery to begin with. The worst overall.

The staffs were very helpful. I got what I want here for my new apartment.

Nice furniture and somewhat decent selection. The staff are really unfriendly though. Mostly sour older ladies that can’t be bothered to smile or answer a simple question.

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.

Horrible horrible customer service. I spent an hour trying to give them my money. Take my money!! And after I ordered, they dont have time to check my order status. Only if I received a call from them. Order online. These guys will just waste your time.

Good home decorating options here. Sales are good. Like their planters.

Gloria was so patient throughout my shopping for 2hours & she helped me a lot for getting me the bestThank you Gloria😊

Wandered in here after an early dinner and was looking around. After a couple minutes, someone came up and asked if we needed any help. I replied that we were just browsing and the person said, ok, well we are closed. It was only 7. So we didnt get the opportunity to see if there was something we wanted to buy.Seems like a nice store, but Im shocked by the hours. Especially on a busy restaurant street where people wander to look at shops. And, this is four days before Christmas. You would think they would stay open a little bit longer.

More of a showroom than a store. Limited in store selection but you can order stuff.

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!!!

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.

Smaller than the Palo Alto branch but still a well run store with friendly staff. Approachable and stocked full of home wares.

Came in near closing time so it was very quiet. Bf stood at the counter unable to interrupt FOUR EMPLOYEES chatting it up behind the counter. Generally very unwilling and disinterested staff. We almost felt as if we were intruding.

Dreadful experience in the Palo Alto store today. There was only one woman at checkout on a busy Sunday pm - no apologies to the people in the ever lengthening queue and she had the never to answer the phone. How is that ok when there are people right there waiting for pay! We walked out.

Two stars for the items available, although most of them you can find elsewhere for less. However, the attention is terrible: today, we come in to look for a lamp, and within moments of entering the store we are told by this associate that they will be closing within ten minutes. Ok, I get it... We ask her about small desks, she shows us to the only three desks they carry in the store, because they cannot carry everything you see online. Ok, I get it... Last, we ask about the price on a coffee table that had a 20% off sign on top: she says everything is 20% off in the store, but I dont really know how much it is... You can look it up on the web site. What does this person get paid for? Telling clients the store is about to close and directing people to their web site?

Beautiful store with a lot of contemporary and mid-century modern furniture. The staff is very passionate and helpful.

Conflicting info depending on who you talk too. The delivery is slooow. Love their mid century modern furniture though.

In love with their furniture and dinnerware. Very cute store, sales people are nice and helpful.

Love the design offered by this store. Customer service and line management are to be improved greatly.

A fraction of whats in the catalog or online. Service is hit or miss: over-the-top helpful, nowhere to be found, or just plain brusque.

Busy holiday shopping. Spent a lot of time there but didnt find anything to purchase

High cost, very disappointing quality sectional sofa, having to pay $1,700 to restuff after less than a year. Would not buy from them again.

This is a lovely store, with high quality furniture and accessories for your home and excellent above and and beyond customer service.

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.

Nice store, great ideas to decorate your home. A bit overpriced but. It is Palo Alto after all.

Not a bad store, but probably not my favorite in terms of quality.

Nice staff, good furniture overall, though a bit pricey.

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.

Some affordable nice decorative pieces, specially when you find a good sale.

Normal chain of West Elm on one end of University Ave. Nice to look around. Offers a student discount.

Great furniture, but a little tight for walking around.

We ordered a couch over a month ago and it has not arrived. Called the store and they seem to not care at all, and didnt offer any real assistance in the matter. Any objection we had in the matter was met with an excuse on their end. I suggest going to a different west elm.

One star for their customer service. Furniture look great though.

West Elm is a pricey store, so I mainly go there to window shop. However, when I did have questions, staff is very willing to help answer them.

I usually have to try to not go in there because I have always walked out with something. Todays visit was special because Sabrina totally took care of us and treated us like friends.

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!

Beautiful furniture. A bit pricey (obviously) but has a lot of original furniture & home ideas.

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!

The furniture is cute and they have some plants. But prices are so inflated.

Very nice store. Very busy!

Very nice customer service.

Large store carrying a fairly comprehensive portfolio of their catalog items. Expensive for the quality of products

Very friendly staff. Good selection

Absolute worst customer service. A staff who helped me order was not smart, incapable and very unsure of what she was doing, very arrogant and unkind. Will never go back to this store to order furniture