west elm - Mill Valley, California

Address: 800 Redwood Highway Frontage Rd Ste 405, Mill Valley, CA 94941.
Phone: 53882950.
Website: westelm.com.
Specialties: Furniture store, Bedroom furniture store, Carpet store, Lighting store, Window treatment store.
Other points of interest: Delivery, In-store pickup, In-store shopping, Onsite services, Same-day delivery, Wheelchair accessible entrance, Wheelchair accessible parking lot, Assembly service, Repair services, Quick visit, Credit cards, Debit cards, Credit cards.
Opinions: This company has 84 reviews on Google My Business.
Average opinion: 3.2/5.

Location of west elm

53882950

West Elm in Mill Valley, CA: A Comprehensive Overview

West Elm, located at Address: 800 Redwood Highway Frontage Rd Ste 405, Mill Valley, CA 94941, is a well-known furniture store that offers a wide range of home decor products and furniture. With specialties in furniture, bedroom furniture, carpets, lighting, and window treatments, it provides a one-stop solution for all your home decor needs.

You can easily get in touch with them through their phone number, Phone: 53882950, or visit their website for more information at Website: westelm.com.

One of the significant advantages of shopping at West Elm is their flexibility in terms of delivery and pickup options. They offer delivery, in-store pickup, and in-store shopping, making it convenient for customers to choose the option that best suits their needs. Additionally, they provide onsite services, same-day delivery, and wheelchair-accessible entrances and parking lots, ensuring that all customers have a pleasant shopping experience.

West Elm also offers assembly services and repair services, which can be incredibly helpful for those who may not have the time or expertise to assemble their furniture or require repairs. Furthermore, they accept various payment methods, including credit cards and debit cards.

Customer opinions are essential, and West Elm has received 84 reviews on Google My Business, with an average rating of 3.2/5. While some customers have expressed satisfaction with their products and services, others have suggested areas for improvement. However, it's worth noting that West Elm consistently strives to provide high-quality products and services to its customers.

Reviews of west elm

Christian D

1/5

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!

Lauren Huff

5/5

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.

Shawn Franklin MD

1/5

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.

Justine Rob

5/5

Great store! I am an interior designer and am in there frequently! Quite Frankly Jimmy {the manager} is one of my best reps PERIOD.
Justine rob interiors

Luke Welch

1/5

The staff here are really nice, professional and knowledgeable. Things get bad when you deal with the post sale order!

My complaint is solely about the order fulfillment process. I ordered a sofa in store as it was ‘in stock’, I then got an email to schedule my delivery and selected a time and date.

I got help to remove the heavy old sofa, confirmed my time to be at home during the delivery slot and then waited….. and waited. No sofa.

I eventually found out that the order had been cancelled (due to quality issues) and a new one would arrive in December (!). I had to discover this myself by clicking around on the order tracking and spending time in multiple phone tree and with two agents.

It would have just been a common courtesy to let me know you had to cancel my delivery. You effectively stood me up without any notice and left it to me to find out why….

I now have no old sofa, no new sofa and am not going to shop with you again. How can you confirm a delivery and then forget to tell a customer what is happening. It makes no sense. You have a very broken process somewhere and forgot about the customer. I just don’t want it to happen to anybody else.

Stephanie OBrien

1/5

I’m not surprised to see so many negative reviews after the experience I just had. The advertised prices on the five frames I planned to purchase wasn’t accurate and when I asked the store associate to honor the price she was incredibly rude and acted like I was trying to get over on her. It’s one thing to not honor the price but it’s another thing to make your customer feel less than.

Kathryn Johnson

5/5

Had a wonderful experience at this West Elm location. Background: the store had maybe 6 or so customers, but only 2 employees running the floor. You could see they were really juggling and trying to do their best for everyone and answer phones at the same time. Janice was phenomenal with getting me connected with a dresser they happened to have in stock at their off-site and helped place an order for me for a desk (national shortage of desks because of Covid I guess). All in all, enjoyable experience. You do have to wait if they are busy, but good customer service for how spread thin they are.

Doug

1/5

Really difficult experience. When we ordered (and paid for) the furniture it was supposed to ship in 2 weeks. That became 5 months. And then our order was canceled without my consent. Our salesperson made all kinds of promises he couldn't keep. The store manager was beyond unhelpful. The customer service people he supposedly put on our case never called. After about 10 calls and 5 hrs I finally found a helpful manager in Dallas but you really can't believe any of the delivery estimates and the salespeople in the store seem utterly powerless to do anything. Also, you will get three marketing emails a day. Don't give them your email.