This store is charming, quality and style really fantastic but for everything there is a price.

Signing up for a West Elm credit card turned in to hour fiasco where they made me call Capital One customer service in the store, who solved nothing, leaving me to later place the order at home with shipping delayed an extra month. WE offered nothing for wasting my time and delaying my shipment.

I really like this store. The staff is friendly and they have a good selection. One of the nicest features of this location is the outdoor space on the second level. I’ve found great items here for my desk. If only I could make up my mind about dining chairs. I keep kicking myself about not buying the pop up coffee table. It looks like a winner.

My new favorite place for home decor, it is very much worth the prices. Very helpful staff too.

Very disappointing experience over the phone with this location. Was told they have an item in the show room that they dont. In store personnel were friendly, if maybe not as knowledgeable of what west elm sells online as one would like.

Sylvia did an exceptional job with my check out process, my packaging, and my car loading/customer pickup. The process was seamless because of her outstanding customer service at West Elm. Beautiful, yet reasonable pieces as always. It was really lovely having someone helpMe today with my move. :)

Beautiful remodeled store wonderful staff and the deals are upstairs!

They do not update their store hours or post that they are not open anywhere on storefront. Many customers come out to find out that nobody is in the store and the doors are locked locked on a Sunday. Great!

I had a question about a product and called the store. First time I called no one answered... second time I got hung up on. Third time I called an hour later someone answered and said sorry we cant talk right now we are disinfecting the store .... called another 3-4 times later on and either no one answers or I get hung up on. I guess that answers my question.... TERRIBLE SERVICE = TERRIBLE PRODUCTS most likely. Will stay away. Thanks for letting me know before I spent any money.

While the staff at the SM West Elm store are lovely, once you order something, good luck getting it. I ordered furniture for a home office in June, with a promised delivery date of the first week of August. They charged my credit card, yet did not deliver my desk until the first week of November (3 full months after it was promised), and the latest update I can get is that my sofa is coming in mid-December. On top of that, they never alerted me that my deliveries would be delayed, so I have spent literally hours on the phone trying to get updates (with every call ending with it will be delivered later this week). Yes, there has been a rush on home office furniture because of the pandemic, but that shouldnt prevent them from 1) accurately projecting delivery dates, and 2) providing updates if the dates change - and giving the option of canceling and refunding the money that they have had for 3+ months.

Bought everything for my house here. I loved the unlimited variety and styles. But I have no eye for design so I was completely lost. Luckly I was approached by Lulu. She helped me every step of the way, she is a great designer, friendly, and very enthusiastic. Now my place looks amazing, Thank you Lulu!!!. If you are like me and need help, make sure you ask for Lulu, you will be very pleased.

Beautiful store, beautiful furnitures

DO NOT BUY FROM WEST ELM! Sure, their furniture looks nice. It might actually BE nice. But that only ever matters if you actually get the furniture in the first place. However, after ordering the couch in September 2017 (you read that right: a full 5 months ago!) I do not have the couch. And I no longer want it. Heres why:* Does it seem reasonable to you that a very well-known, high-end furniture retailer would routinely require customers to order furniture that won’t arrive for approximately 3-4 months? No? Me either. But I really wanted the couch, so I decided it was worth the ludicrous wait.* At the end of the 4-month period, I hadn’t heard from West Elm at all, so I called them to find out when my couch might be arriving. At this time, they told me it would be delivered on Christmas Day. (Was it being delivered by Santa? I digress). However, Christmas Day the couch still was not here. I called again and was told the couch would arrive Jan. 5.* Are you shocked when I tell you the couch didn’t arrive on Jan. 5? At this point, are you also shocked when I tell you I’d heard nothing from West Elm to explain or inform me of the delay? At this point, you shouldn’t be. But it gets worse.* I began to email to complain about my experience and was contacted by several people at customer service, many who said they were sorry, but only one person offered to help and to compensate me for my trouble.* After several back-and-forths, Christopher E wrote: “I have added your order number to my follow-up folder, so that I can credit you 15% of the order total, because of the inordinately long wait for scheduling and delivery.” After disrupting, and planned to address this amount when the item was ready to be delivered.* Yesterday, Jan. 18 (I’ll allow you to note for yourself how far past Dec. 25 that is) I received a call and email that the item was ready to be delivered. Before I could even initiate a conversation about how to address all of the poor service outlined above, my credit card was charged for the full purchase price, despite Christopher’s promise.* When I contacted West Elm to address this, Jamie said they would not honor even their initial, feeble offer of 15% to assuage my anger at this entire experience.This is not the first outrageous story I’ve heard about ordering couches from West Elm. Waiting 5 months to receive an item seems absolutely unacceptable, but then not honoring the promised (and measly) 15% discount is just egregious insult to injury. Do not order from them unless you’d like a similar experience. Now, look at the invoice I received for a couch I have already cancelled due to the above. Look at the delivery date:

Good select on quality home décoré

Well I have seriously had the worst year of dealing with West Elm. Spent the money to get a nice bed frame $2,800 8 months ago. Waited for four months for it to come and with Covid I understood. Gets to my house and the guys setting it up said oh they sent the wrong piece for underneath to support the bed you have to call them. So they leave pieces all over my bedroom and the old box spring has to stay under the bed because its missing the support. I phone she says yes Ill send one out I wait three months we go back and forth wait another month. Im like forget it come and get the bed and get me a refund the service is better at Ikea. They come and get the bed take it away and now its been three weeks and no refund!!!! This is ridiculous! youre supposed to be a high end company. I dont even know how to go about getting my refund. Quickly charged my card when I ordered it!

Do NOT place an order with West Elm. Some of the most shoddy customer service I have ever seen. WORSE than airlines.Placed an order for a couch, was told delivery would be within a week. Delivery date was pushed pack a month, then 2 months, and then 3 months. If it wasn’t for the fact that I was checking my order status, I would’ve never found out. Never got an email, NOTHING. Called to cancel, was told they had to “contact” the vendor. Bunch of liars. Every customer service rep gives a different answer. Still “waiting” on my order cancellation...

Chantel made all the difference in the world. We had a truly defective product which West Elm has subsequently upgraded in their product line, but we had been unable to get the necessary customer support. She recognized the issue immediately and worked tirelessly to get it resolved. So we are close. Thank you.

I so appreciate the staff at this west elm location. They helped me track down some discontinued silverware I needed that was only available in this store, and shipped it to me. Thanks for the great service!

DO NOT WASTE YOUR TIME AND MONEY IN THIS COMPANY! The WORST CUSTOMER EXPERIENCE I’ve ever experienced!!!One of the customer service associate guaranteed me 20% discount on an item that was on sale because their website was having glitches. She gave me 10 days to complete the purchase so I called customer service again to complete the purchase an hour later. However. the associate named Asia talked to her manager CHRISTIE and claimed that THEY CANNOT GIVE ME 20% DISCOUNT AND ALSO CANNOT HONOR ORDER #301690416393 THAT ONE OF THEIR ASSOCIATE CREATED EARLIER. WHAT? HELLO?? YOU MEAN YOU ARE BACKPEDALLING YOUR WORDS AND DO NOT TAKE RESPONSIBILITY FOR YOUR OWN EMPLOYEES ACTION? FOR THAT JUST 20%? ASIA WAS KEEP SAYING THAT SHE WASNT SUPPOSED TO GIVE ME THAT DISCOUNT. EVEN IF IT WASNT, SINCE YOUR EMPLOYEE HAD ALREADY DONE IT, ARENT YOU SUPPOSE TO HONOR IT? I wanted to talk to CHRISTIE myself but she kept hiding behind associates (Asia) back and wouldnt talk to me directly. I asked Asia for her and her managers name and she kept refusing. Hello? not confident to give out your names? It took her good 10 minutes to give out the names, only first names, no last names. Also asked Asia to cancel the order that was placed with the store 30 minutes ago because no discount was given, she told me she couldnt and only store can do it. WHAT? ISNT THAT WHAT CUSTOMER SERVICE IS FOR? SHE WAS COMPLETELY POWERLESS IN WHAT SHE CAN DO. In disbelief, I called the store, and of course they told me that only customer service can do it. Thankfully, the associate at the store called customer service for me and cancelled the order. So called manager, CHRISTIE, is not trained obviously, and have no idea what customer service is all about. What CHRISTIE and your company, WEST ELM, is doing is called CUSTOMER LOSS.

Great customer service by Michael and Lulu, such a positive experience.

West Elm has hands down the WORST DELIVERY SERVICE I have ever experienced!! I ordered a dresser in November. It was supposed to be delivered in early December. It is now March (4 months later!!) and still nothing. I had to place countless phone calls and send angry emails to their pathetic customer service and they still cant figure out where is my order!! At one point, in late December, they declared the order lost and ordered another one, but this one GOT LOST AS WELL!! A quick google search shows that I am not the only one. Their logistics department is utterly incompetent. If you order something from West Elm, there is a very high probability that your order will be lost or delayed.Do yourself a favor and shop elsewhere!

Very nice furniture here. And other household products and patio furniture. Some of the are really good at thier job. Other you can till that they are newbies

I adore West Elm! The store is so well appointed with great room decor for living room, bedroom or study . Best of all the furniture is high quality. The rugs are the most original and woven in such unique and desirable designs. I have my eye on a very special 9x12 rug!What I love is the great taste the designers at the store have. They are cutting edge in contemporary and mid century looks mixed with classics touches. It seems I want Everything in their showroom! I bought the mid century end tables and they are so wellmade. I also bought a very stunning hand painted duvet and pillowcases and shams . Their European shams are such great quality; fully stuffed with down, fitting of a royal bed.

Beautiful furniture but not very friendly or helpful staff. Stood around waiting for someone to come help us for a good 20 minutes. We approached one lady who bluntly told us just wait a minute Ill be right with you before we even said a word to her. As if her presence was a favor to us....Literally waved another gentleman down and he smiled and kept walking away....We just walked out, we were going to purchase a table but decided to take our business elsewhere.

A beautiful store with friendly and helpful staff. They have lovely gift items, furniture and linens, with discounts offered throughout the store. Everything is appealingly and thoughtfully displayed, with lots of ideas to try at home. Easy parking in the public lot across the street.

Great customer serviceNice and reagentBut you need all the time check if all is clean with no scratch.

Great place to work.Beautiful place and ppl.Lovely pieces of furniture. +10

Good furniture, but if you order a couch from them be prepared to wait 5 months for it to be delivered

This place has a nice selection, prices, and frequent sales, which I like. The style I like too, a mid century inspired style.Too many things you have to order and have delivered, for a fee however. Would be better if they just stocked more in the stores or delivered for free. I would definitely buy more if this was the case. At least 4 times I went there to buy something, found out I would have to pay to have it delivered because it wasnt in stock, and so I went down the street to CB2 and bought and picked up a similar item right away.

I love the selection at the West Elms in Santa Monica and West Los Angeles. I am awaiting delivery of two custom upholstered Tulip chairs which will complete my new living room decor. Unlike some of the reviews on Google from several years ago, I had a great experience with customer service. Jacquie in Santa Monica was very helpful and attentive. I also purchased several furniture items from the rustic mango collection for my daughter, and they work perfectly in her airy apartment. Every time I walk into a West Elm I find things I would like to buy....and so far I have not had a problem with quality control. Id say the only complaint is that some things seem a bit overpriced, but that hasnt stopped me from being a repeat customer.

I would recommend west elm to anyone looking to add a bit of elegance to their home. Their prices are very fair and the level of customer service surpasses the other stores!

I don’t get these mediocre reviews. What in the world are you people expecting from these workers and store? I went in for a chair, they were busy helping others, I waited my turn then got helped, paid for my chair and I was out in 20 mins. Picked up chair next day from the back alley. It was all so normal.

West Elm in Santa Monica has been great. The folks working there are extremely helpful and friendly. I honestly dont understand the negative reviews. Theyve gone out of their way to help me design my new apartment, at least. I definitely suggest stopping in and giving them chance.

This store deserves less than a 0. The worst customer service and fake employees you’ll meet at any store. Word of advice, don’t tell a customer you don’t have an item in stock after they’ve paid for it. Now I can’t take advantage of the sale, need to wait 5-7 days for my gift card to be MAILED to me and will have to pay for shipping to my house since it also costs $ to have an item shipped to the store... wth. Sorry west Elm, you lost a loyal customer because the Santa Monica store sucks.

I have purchased a few items at WE in SM for a couple of years now and have always been greeted w their friendly staff and assisting me on my purchases quite patiently. I have ordered the Mango wood industrial table & Colca wool rug. They both are functioning well, holding up far better than Ikea. I love they offer free interior design services so I scheduled one. Raisa is currently assisting me on revamping my apt decor & styling and she is very patient and knowledgeable. She recently helped ordered a pink custom Harris Sleeper Sectional and I am aware that it may take 6+weeks to arrive due to production. I was a bit shocked to read other folks negative experiences. I will update you in late October on my custom pink couch arrival. Fingers crossed & prayers to the furniture fairies!

Went in excited to get new stuff for my new place. After being there for 30 min we did not get any help, or a hi just an ugly look like we didnt belong there from all the employees, we got stared down. In fact we were being ignored every time I got close for someone to help they walked opposite way. Employees saw us picking out things I wanted to get. Its wasnt even busy there was more employees then customers. We walked out, we drove an hour away for nothing, Am taking my app down too.

Love how this store shows whats offered by the west elm brand, many options that you can look at and order. Most of the furniture youre ordering has to come from the warehouse, which adds some extra wait time to the order.

I was just at West Elm Santa Monica today and unfortunately my boyfriend and I have never had a worst experience buying furniture.After checking out, we were sitting in the front organizing furniture pick-up with a moving app and we hear a loud crash. The West Elm people who had come to move our new desk/shelf to the loading dock didnt tape the cabinet doors shut and were trying to move it tipped on its side.Obviously the hinged cabinets are going to fly open when you tip this thing.. One cabinet door hit the floor, breaking the hinge off and bending it. Guy carrying it shrugged and kept moving, cabinet door is now on the floor. We asked if they had extra hinges to attach it back when we got home and they said no. Deep scratches in the cabinet door now, too.We walked around the building to the loading dock and a woman was attempting to fix the cabinet hinge with a drill. As we were lifting it to our moving vehicle, we saw that the desk surface now had a deep gouge in it from this woman not setting the drill down carefully. The cabinet door is still not attached, she wasnt able to fix it.If you are a furniture store, moving furniture should not be difficult. Maybe hire people who care about not dropping things and also who do not look like bean poles. YOU HAVE ONE JOB.Moral of the story, avoid West Elm in Santa Monica. I will never go here again.

Lovely place to find very unique custom made items from local artists. Beautiful pieces for entertaining with.

Big, bright store. Lots of selection and open heart warrior pop up, upstairs, was so fun and beautiful

Terrible service... late arrival of chandelier... outsourced installer who showed up with improper equipment, another one who never showed up... sent wrong wiring for chandelier... couldnt get in touch with outsourced installation company or store in Santa Monica... UNPROFESSIONAL FROM START UNTIL FINISH, call being transferred for the last 10 min as I write this... ridiculous, and this is coming from a professional firefighter paramedic whose job it is to serve, in a professional manner... if I could Id give 0 stars

STAY AWAY. I bought an Eddy Sofa from them and had to return it because of a manufacturers defect. Their customer service is ATROCIOUS and their delivery people missed their FIVE HOUR delivery and pickup window TWICE.I was in the market for mid-century furniture, but Ill be taking my money elsewhere. A word of advice to anyone looking for quality furniture, at an affordable price, with above-average customer service. You wont find it here.I will never, ever spend another dollar at Williams-Sonoma, Pottery Barn, Pottery Barn Kids or West Elm again.

Really cool place to shop for your home decor. Mid-century, eco-friendly and Fair Trade items always rotating in.

It might be better to order online than in the store that’s all I am gonna say about that beside the rude and unfriendly people that work there... it made me not want to buy what I was planing on getting which were two pillows that didn’t look identical like the ones that were online. Ruin the whole experience.. please don’t go here!

AWFUL! Ive been a very good client of them. Bought my whole living room plus some bedroom pieces, the products are great but WORST CUSTOMER SERVICE! I received a lamp with missing pieces that I had to send back. I requested a replacement and they told me theyll send a new lamp. Have been waiting for 3 weeks now!. I never received the lamp and when I called requesting the money back and asking about the delays, the customer service representative, very RUDE, hung up the phone on me! Still dont know if theyre going to still my money or what! NEVER BUYING ANYTHING FROM THEM AGAIN!

Rachel was a feng shui dream! She spent two hours helping me navigating fabrics, finishes, and dimensions. Super hands-on, she even pulled out a sleeper sofa to let me test the squishiness of the mattress. Super knowledgable, she guided me the entire way, helping pick out a sleeper sofa, coffee table, rug, curtains, pillows, blanket, chair, etc. She basically Elle Decord the entire room from top-to-bottom. I couldnt recommend Rachel enough. Shes the Nate Berkus to my Pinterest board dreams.

Horrible quality and craftsmanship along with bad customer service. Shop Ikea or Plummers in Culver City instead. Ill never buy here again. After 2 returns on the bench we got it fell apart anyway after one year despite ever supporting more than purses and people putting on shoes. Worse, it was made of the softest wood ever, so it had more deep holes and scratches than a chihuahua in a lion cage!

Great Deals On high-end looking accessories.

Bought a pair of drapes only to find they were defective when i opened the package. Called the store first to make sure they had a replacement because I live 10 miles away. They said sure we will hold it for you. When i got there the drapes on hold were not the right size and they didnt have another the correct size. Total waste of 2 hours for me. I ended up asking for a refund. I shop online now.

Convenient location, not very pricy, but also not high quality furniture. staff are helpful,

This West Elm is Ahhhhhhhhh MAZING. When you talk about Customer Service this store tops all the rest. Their staff is so kind and talented you are able to purchase aspects for the home without braking the bank.Everyone that works at this location stands out in their own personal way. Yet! ID like to emphasize the most welcoming, kind hearted, seemingly the only person that presents herself as if she is skipping down the golden path of rainbows. This is most likely the first person you will encounter and her name is Tracy.Tracy has taken my apartment from the typical, empty, constantly moving yet beautiful apartment persona, into a very welcoming, and interesting atmosphere. NOT ONLY THAT! PHENOMENALLY I still had enough money left over from my budget to put half down on a 2016 Harley Davidson which was totally unexpected seeing I furnished this RENT CONTROLLED apt. to the gills.Its ffffffffaaaaaaaaaaaaaaaggggggghhhhhhhh Buuuuuuuuuue LOUS!

Great location, and product. online services are a bit lacking though

Friendly staff, great choice, quality merchandise

I am so disappointed in their online customer service. My experience was HORRIBLE. This is the most poorly managed online business. Their phone support is atrocious. Do yourself a favor and go elsewhere.

It takes them forever to ship and for you to recieve an furniture item you buy. The couch I bought is going to take 8-10 weeks for it to be delivered. That’s really unacceptable.

Love their new Santa Monica digs!

Great service!

Extremely helpful staff.

Worst company ever dont EVER buy anything from them! Still waiting for a bed I bought 2 months ago! The worst customer service, they dont even call you to let you know whats going on with your order!

Very rude unhelpful people.

Nice place

Good selection