west elm - Mill Valley, California

Susan Y.

Be careful this store is shady. I had a gift card balance of $100, came in had them check it and then didn’t find anything to buy. When I came back a few weeks later and found something to buy finally the balance was mysteriously closed. I called the customer service and they couldn’t find any transaction history on it. The store even tho they had my email couldn’t even tell me if I had purchased anything under my email account. I think the who checked my balance in the store ended up using it. It’s super shady.

Christian D.

I have received better customer service from the DMV and any airline than from this place. The staff is rude and unhelpful. After visiting the store, I decided to order online. They had 2,000 units of my desired item, but someone forgot to initiate the shipping process. It doesn't end there—when I contacted their customer service, they informed me that I had to wait until five days after the latest delayed delivery time before they could take any action.

Upon finally receiving my item through the white glove service, it was delivered by two individuals who appeared disheveled and unprofessional. To my dismay, I discovered that the item was an open box item. In fact, the delivery personnel themselves pointed out that the item was so damaged and cracked that the warranty would be invalid. Naturally, I immediately returned it. When I contacted their customer service, I was only given the choice of a refund or waiting for a replacement, which, by the way, would take months to deliver. Despite my request for a discount due to the inconvenience, they outright refused and provided no alternative options. Additionally, when I reached out to the store directly, they claimed to be unable to assist me.

At every step of the process, the customer service was subpar. From placing the order to arranging the delivery, and even in resolving the issue, their service fell significantly short. It's worth noting that the CEO of this company ranks in the bottom 5 percent of CEOs, which speaks volumes about the poor top-down management. I will never shop here again, and I sincerely hope that you, as a reader, do not make the same mistake. I have never been so upset at a business!

Zach S.

Service is pretty rough here. We’ve bought a lot from west elm and this store in particular is brutal to work with.

Shawn F. M.

Ordered from Strawberry Village Store. On arrival, boxes damaged and opened; one stool with scratches. WElm eventually offered to either refund delivery charge or give small discount for damaged stool, but not both. I'll do business elsewhere.

Lauren H.

The general manager was so helpful and answered all my questions! Whenever I go in to the store they are always so nice and willing to put up with my indecisiveness. Great vibes.

Beverly A.

I've interacted with this store several times on purchases and a couple returns recently, and the staff has been polite, kind, and helpful (even sweet). Their textiles are lovely and usually sustainable, OEKO-TEX, and fair trade. So I am one of their happy customers!

Daniela B.

I love the design and location of the store, but the staff was very disrespectful a few minutes ago. I just called to ask about a sofa, and the lady I was talking with said, “I need to learn to talk” just because I have an accent…. That, for me, is discrimination. If you don’t understand someone, repeat the question. You don’t need to be rude and disrespectful.

A M.

I should have read these reviews on Google prior to purchasing. I noticed that West Elm doesn't allow posting of reviews on individual products - I now know why. We shopped in Mill Valley and online when we moved to wine country and gained more square footage - most of the items inside our house and all of the furniture in our backyard are from West Elm. The service in the store was good and we were told that West Elm 100% stands by their products so when 2 of our 19 Portside outdoor furniture items started warping and splitting in less than 9 months I called the store. The person who helped us with the purchase - Minoo - was exasperated to hear from me, said she's a designer - not a salesperson - and that her colleague should have handled my issue herself without contacting her. She couldn't be bothered to deal with me and couldn't pass me off to the 1-800 'customer service' fast enough. Customer service was a disinterested rep who could only offer a fraction of the cost of these planters and on a gift card no less. Very disappointing. To WE's credit, all of the other items inside and outside of our house are great and we are happy with them, but these two planters are worthless and will be trashed. The whole experience has been very unpleasant so I'll be looking elsewhere to shop.