I visited San Francisco with my girlfriend for Christmas during the Pandemic. We were coming from New York where things were quite bad at the time, and during our visit I stumbled into a few West Elm stores in search for some furniture. I was greeted by the manager, Marty, who helped with my order. When the order arrived in NY, there appeared to be a misnomer with the size of the sectional. It was advertised online as 112" wide, whereas what arrived was only a 90" wide sectional (not his fault). Despite this, he made every single effort to make it right. Every. Single. Effort. The replacement sectional is to arrive tomorrow and Marty's customer service excellence has encouraged me to make other purchases with him and his staff even while living on the other side of the country! He also provided great advice when helping me furnish my apartment and I have learned a lot from him. I was, and still am grateful for Marty and his prompt, professional, customer-first attitude. Life does not always go as planned, and there is comfort knowing Marty and his team will be there to make it right when it doesn't. Thanks again mate! Chris

I ordered a harmony Modular sofa w/Sleeper in q1 2021. After 3 separate delays, when it was delivered 10 months later, it was missing hardware making the pullout bed unsafe to use. I ordered a replacement only for it to be delayed twice and finally canceled on my in Q2 2022. I was not notified that the order was canceled. I finally reordered a new replacement and they charged me again at shipping point (as soon as it left the manufacturer). I now have paid for 2 couches and still have to wait 2 more months before finally getting a completed order. The spike on my credit card dropped my credit score by 10 points already. I want my couch after 2 years of dealing with this. I also want my money back. I wish you could get my credit score fixed too. This is ridiculous.

Terrible return/exchange policy. I wanted to exchange unopened bedding for another size. They won’t do it if longer than 30 days…even during holidays and a gift! Won’t be buying from them again.

I had a frustrating drawn-out unpleasant shopping experience there recently. Two employees made it unpleasant: a sullen young female sales clerk and a do-nothing young man sales clerk, the latter who sat watching 20-30 min as I struggled to get my credit card cleared, only to discover it was West Elm's machine at fault, whereupon Mr Do-Nothing remarked to my sullen sales clerk : Yeah, that machine doesn't work for credit cards, you need to use the other machine." When I got the Customer Survey I explained the above but in more detail (all negative) and noted lack of professionalism. Today I rec'd an email from a K...le Ma...ur telling me "you're a terrible person." I I Googled the name: it was Mr Do-Nothing at West Elm, San Mateo. I am posting this so that "Corporate" can see there is a problem with hiring at this branch. Btw the stock boy was fantastic: five stars for him, the only one who greeted entering customers w/ a friendly greeting, while he was busting his hind end bringing up inventory, unwrapping it, helping load it into customer vehicles, etc. He should be made Manager.

Simply awful. They suggested I booked a virtual design appointment. The first appointment got canceled. I booked it again, the 2nd got canceled too. They apologized. I booked a third time. Hooray. I got a virtual appointment. The designer told me she would come back to me with some layouts, and ideas... and 1 week later no reply. I called the store they said they would call me back... never called back. 2 weeks later I call back again, and they put me on hold ... I could put zero or minus stars I would

Fairly large store with two floors worth of display items.

Don’t shop here, they sent us broken tables twice and tried to double charge us. Then on the refund they didn’t add the tax…wtf kind of business is this?

Bad customer service. The glass I intended to buy has no label, and they asked me to fetch glasses by myself to get a set of 4. Not feeling served at all.

Bad customer service, asking us to pickup the set ourselves. No inventory available to buy. Is it for display ONLY?

I had a great experience at this store. Assistant Manager Wilfred was very friendly, helpful, and knowledgeable. He answered all our questions about the couch we were interested in without pressuring us to buy it.

I cannot thank Cathy at this location enough!! She has gone way above and beyond (I’m talking several phone calls and emails over multiple weeks) to help me navigate the website, discounts, and shipping options to get all of the items on my list in the most efficient way possible while still maximizing discounts. She’s been so friendly and kind despite everything that’s going on in our world today. I would 10 for 10 recommend this store for a great shopping experience! I feel horrible that it ended up being more efficient for me to place the order online as opposed to through the store. So the store is only getting credit for a few of the items that were available for curbside pickup. Really wish they could have gotten credit for the whole order or that their system allowed stores to place curbside orders.

I feel like I live at the West Elm San Mateo store as we are in the processes of buying all new furniture for our home. We have had the most positive experience working with the staff here. They have been so patient with are changes, multiple orders and 1000 questions. West Elm in general has beautiful pieces and we can’t wait to see what we have pieced together.

Terrible return/exchange policy. Rude customer service and messy management. Not sure why people would want to spend money here.

I love coming to this store as this is probably the largest showroom for West Elm in the Bay Area. They have two levels of large furniture, home decor, lighting, bedding and accessories related to home display you can browse easily. Always come here to give me lots of inspirations! Friendly and helpful staff onsite with Design Center to guide you through to specific question you may have as well.

I would not recommend coming to this West Elm Branch, the one in Palo Alto is friendlier. We’ve come here and made multi purchases, but most of the employees (not all) have consistently shown us negative demeanor and attitude through their facial expression, speech, and willingness to assist. (I.e. there has always been a feeling that we were inconveniencing them by being customers)