west elm — Local services in Pasadena

I made a purchase on March 1, 2023 for a coffee and end table, E. was my sales person. My coffee table arrived sooner than expected and on March 7th, I received my coffee table. Unfortunately it was delivered to the wrong address. I called the West Elm store (Pasadena) location and spoke with manager A.. I advised her the heavy coffee table was delivered to the front house instead of the back house and it when I opened the box, the table was defective. She tried to push back and told me to bring the heavy table back to the store. After going back and forth with A. She said she would call me back after she speaks with customer service. I asked A. Who was the delivery carrier, and she advised me UPS and provided me the phone number. I called UPS, they referred me to DOHRN Transfer, then they referred me to Saia carrier. Finally I called A. and she advised me it was WS carrier and she ordered me a replacement coffee table and they will pick up the defective one. I called WS carrier and spoke with K. she apologized and offered me 10% for the inconvenience. I declined. She transferred me to customer service and after waiting 30 minutes, the customer service representative answered and when I was explaining to her the delivery issue she cut me off. I asked to speak with a supervisor and she said NO. I said why, than she said I will get you one. I was placed on hold and after 20 minutes, I hung up. Later in the evening, I called back and spoke with K. She took my complaint and said she would call me back. She called me back as promised and offered me a small credit for the inconvenience, I declined. I advised her at least cover the delivery charge. So on March 8th I went to the store to buy some bedding that I seen on March 1st. The same a sales person E. was there. E. became very irritated when I was asking questions about the bedding. So while E. was at the register I was looking online for other items, I may want to purchase. A female worker walked by and I asked was she the manager she said No but Aaron was. I tried to explain to Aaron what I went through and in mid conversation he said what do you want me to do. I said I just wanted to tell you what happened and he stated it has nothing to do with the store. After that E. was very salty towards me and I made my purchase to use up the credit, I had. I will not recommend West Elm to my family and friends and once I receive all my items I purchased, I will be done doing business with them. I will go elsewhere. Female worker witnessed Aaron being rude to me and tried to apologize on his behalf. STATED, HE'S REALLY A NICE GUY...Sadly I feel more disrespect by E. because E. didn't witness the manager Aaron being rude to me. So once Aaron said something to him, he started mentioning pricing for everything i was inquiring about and items that I thought was on sale, he raised his voice to say I can't honor the price. End of story i should of walked out and not purchased anything. I'm having buyers remorse and will be returning the...

I don’t usually write negative reviews, but I think it’s worth sharing this experience.

I stopped by the Pasadena West Elm today with a $3,500 list of items I was ready to purchase as part of rebuilding our home after the Altadena fire. I’ve appreciated that the Williams-Sonoma group has been offering a 20% discount to fire victims—it’s generous, and one of the reasons I chose West Elm. (The Lake Avenue Williams-Sonoma store, for example, has been fantastic—both in product and service.)

When I walked in, the store was nearly empty. I spent about 10 minutes looking at drink tables right across from the checkout counter where two employees were talking. Two more joined them while I browsed. No one greeted me, acknowledged me, or offered help—I worked in retail for years. It’s easy to say, “Hi, can I help you find anything?”

I understand everyone can be busy. But with four employees laughing and chatting at the front and no other customers in the store, it stood out. Good customer service is not complicated—a simple acknowledgment goes a long way.

In the end, I decided not to make the purchase. I’d rather support a store where someone takes a moment to engage, especially when making a...

I wish this review could be for West Elm as a company and not this store specifically. The associates in the store were helpful and knowledgeable, and my couch is comfortable. But West Elm’s customer service and shipping coordination is abysmal. First, they delivered the completely wrong couch and then had the audacity to tell me I ordered wrong. I wasn’t even the person who ordered, the store manager ordered for us in store. It took multiple calls with long hold times and transfers between like seven people to even get them to schedule a delivery for the correct couch. The couch was delivered at seven in the morning. Then the next day I got a voicemail from shipping calling to schedule my couch delivery! I had to call them and tell them idfk what they’re talking about because they delivered my couch yesterday and I’m sitting on it right now! Really terrible experience dealing with customer service/shipping. Seems like lots of other people in these reviews have had the same problems. So I will not be trusting West Elm with big furniture...