The story is really "hip" and the floor staff are kinda iffy. They disappear, don't seem too interested in you if you look a certain way etc. But overall the manager (?) of the store is awesome.
We ordered a table that was on sale + we got a discount because I am a university student (bring your university card). So from $900 it went down a bit. Then we had the table delivered. Delivery was fast and the drivers/movers weren't rude or rushed (thank you!). But on assembling our table I noticed a few aesthetic problems. I called the store and they asked me to send in pictures of the damage. I did and received a response very promptly about how I could send the table back and get a new one. That was too much of a hassle and the imperfections were pretty minor, but a hassle considering the cash we dropped to get it, so I asked for a discount. Assuming we'd get a small percentage back, I was surprised at what the manager (?) quoted he'd return to us. It was a big amount. It was credited to our account very fast on giving him our info weeks later (we procrastinated a lot).
Thank you West Elm, we'll definitely look at your store first on all our future furniture purchases.