west elm - Burbank, California

Shalom Pima

Can’t recommend this place enough. Alfredo and the rest of the team are incredibly talented, and Alfredo helped us choose all the items we need and even made more sense than our interior decorator on some things. We are very excited although we haven’t received our items yet. We know it’s going to look amazing and the quality is top notch.

Lisa Cefalu

The low rating is for the completely horrible and cheap craftsmanship of their furniture. I paid almost $5000 for a harmony sectional with the highest durable grade fabric that looks like a 10yr old worn sweater in 5 months and the pillows are flat , uncomfortable and the springs squeak. My son and I both weigh under 160lbs. So no heavy wear and tear on the springs. You can also feel the frame now under the cushions. I have a 12yr old pottery barn couch in my office that gets high usage that has held up perfectly only signs of some slight wear on the fabric at this point, which would be expected. I also have several West Elm glass and gold tables where there are some weird spots on the gold for no reason just happened over time. I am so disappointed in the lack of quality and the furniture from this company. I will give 5 STARS to the staff of the store who are very helpful and the Marlene at 800 customer service number who issued a gift card to refund my couch and I am taking it to pottery barn to buy a new one. I will no longer purchase furniture from West Elm. Pottery Barn and William Sonoma yes but this company needs to work on their product quality control at West Elm. It’s horrible.

Sophia Schlesinger

i do love the kitchenware and often have come across some sale prices. i went in expecting at least someone to say hello to me, or ask if i needed any help because it was dead. nope. just 3 staff members on their computers and gossiping. i browsed for about 20 minutes, without a single word being said to me as they passed by multiple times. ended up finding some really nice plates for a steal, if they weren’t on sale i probably wouldn’t have purchased anything. bummer because this is the closest west elm to me, but would do a further drive for better customer service.

tommy audio

I agree with everyone else about the poor customer service. I have a shoulder injury and I'm staying somewhere that only fits a sleeper sofa type of bed, which I desperately need. They can cost up 3 grand so I really wanted to try one out and ask questions before making a purchase (which I'm ready to do NOW). I drove quite a distance to come look for one here and after looking around the store, I finally had to ask for help because it wasn't very clear which couches would pull out or not. There were 3 ladies behind the desk. When I asked for help finding a sleeper sofa, the manager "type" said, do one of you ladies want to help him? Another lady said "Do you just want to look around the store because they are all pretty much customizable and can turn into beds, so just take a look around". I had already taken a look around and I've never heard of a couch that could suddenly be turned into a sleeper couch. Her lack of willingness to help or show me an actual sleeper sofa made it obvious I should go somewhere else and I won't ever be back to a West Elm store after this very lackadaisical unwillingness to help a customer who is looking to spend a few grand as soon as possible.

Ariana LaRae Designs

As a designer I was excited to stop in and do some shopping for client while returning an item. Absolutely no one greeted me upon entering the showroom or walking through. The staff was very cold and unwelcoming almost like no one wanted to work or be bothered. Not a great experience and definitely won’t be returning to this location. I recommend the Pasadena or Santa Monica locations much better experience!

Ofir Zaidenberg

I purchased an extremely expensive dresser, which took two months to arrive. Upon finally receiving it, I discovered that the drawers do not close properly and lack a soft-close feature. Frankly, I’ve bought better quality items from IKEA. When I contacted customer service, they requested photos but have yet to take any meaningful action. I am reluctant to return the dresser after waiting so long, and I am very disappointed with both the product quality and the customer service. I believe I deserve significant compensation for this experience.

Additionally, as a new customer, I also purchased a coffee table. They made me wait two months for this as well, since they refused to deliver the items separately. Upon delivery, the truck driver informed me that the coffee table was completely broken in half.

If customer service can resolve these issues satisfactorily, I would be willing to update my review. Currently, I am very disappointed.

Beau Immel

Very nice home goods and furniture store in the Burbank Empire Center. Everything is high quality and decently priced for how nice it is. It’s like an IKEA but with well made tasteful items.

Konstantin Starodetskii

Great store. Knowledgeable staff. It was a joy picking up the color and material for a sleeper sofa. Highly recommend.