He gave me his email address, so I could send pictures for him to assess the damage and offer advice on repairs. If i ever have to choose a west elm for order pick up, I will probably not choose this location. Specifically, I was guaranteed a follow up call from a supervisor, which I did not receive, nor has there been any progress in locating the items reflected on my account. Another funny thing, their customer service will disconnect your call if they can't solve your problem. Thank you, Rico! I had an amazing experience in the store today! It'll help the store out, a lot. THIS IS UNACCEPTABLE!!!! Fun location as well. Today I traveled 40min to explore the Boulder location with family and after entering, a designer (not even manager), Anastasiya, stops us and confusingly says that they MIGHT be at capacity. So I go try to leave a review of my experience and this product on West Elm. Then today I received a message stating there was issues with payment info and that's why my order hasn't been fulfilled ...my order from FOUR MONTHS ago. It has been pushed out 2x. This is called a "split order," because we did one large order, under one bulk $250 shipping fee, and split the order between two different cards. Sadly our order was stuck in the elevator and said they couldn't get it. The store looks good and gives you a lot of ideas, but the staff is terrible. I called the store at one point and was given another number to call and that person couldn't do anything. So any damn question I ask should be fair. I was given the date of 2/17 for delivery, later changed to end March and now given the date of 4/23 to 05/07. We ended up purchasing a mix of modern and MCM reproduction/inspired furniture, lamps and accessories from West Elm. Ordered a dining room table in January (4 months ago) was originally told it would be here in February then I got an email in Feb saying it wouldn't be here till April. The only thing keeping me from giving them 5 stars is maybe really my own issue: the pictures never showed how the light attaches to the ceiling. All of the people in uniform just looked at us and kept walking. Other West Elm locations, the staff are usually rude and no where to be found but this location is the opposite. And I'm sure the kit would have worked fine BUT it didn't include a cap, so when we removed the old fixture and tried to put this one in, that meant there was a big hole in the ceiling where the old ugly cap was! You have to go through ANOTHER hoop and receive these "reward dollars" in the mail. After many phone calls (put on hold for 30 minutes each time) and emails it was discovered to be sent to the delivery location May 6th. Please note that is 3 stars for this overall... Made two appointments for a designer to come, Great experience shopping for new furniture, The single best customer service experience. At first they ship damaged furniture, then they delay delivery without notification, then they schedule an appointment with complete disregard to what I asked. Now, waiting another 2 weeks for a shipment. It arrived with a wiring kit so the fixture could be used as a lampshade with a floor lamp OR as an installed fixture. Called back again, and they finally answered our questions without being put on hold or hung up on. i called driver jackson , he never answered. It's not the people who answer the phones or deliver the items, it's what I assume to be an internal issue with the mass production of "high end" furniture. A gentleman who worked there came up to the counter, saw us both and said someone will be with you shortly. We ordered the Harmony Sectional in a size and color that was (and STILL is) in stock and ready to ship. I was so excited when Palm Springs was getting a new West Elm store in the heart of a revitalized downtown. You'd expect a lot more from the Cedros district in Solana Beach. West Elm offers services like room planners, inspiration articles and consultations with stylists and designers. This turned out to be true inside all of the cushions and pillows. He called a Manager, Angela, and she initially stated that she would come up and override the register to apply the coupon. How do they stay in business? My husband noted the sofa , the Drake model, was very uncomfortable, but I was willing to give the sofa more time - it was West Elm, right? Mind you, I have been on hold for 45 minutes already as he told me he was trying to verify that the blanket was returned to the store. For example, there was no harp in the box, which means I could not attach the shade to the base. it is very strict building. They have great planters. The dresser has a crack in the wood and the knight stand base is messed up. Order from the store is not different compare with order online. Needless to say I will forewarn anyone buying chandeliers ask about replacement parts and breakage. I felt bad for them though cause they were trying to help me on a cancelled order I didn't get refunded for and the internal service agent kept on purposely hanging up on them multiple times when asking billing questions! I have never had this happen with my bedding before, and have always had white duvets and sheets. Again we call everyday and finally a third delivery date is set, again, no show and no notice is given for the third time. No firm ETA on delivery date That being said. West Elm's tiered pricing deals are full of false advertising.