Big box corporate shopping. West Elm carries nice pieces and accessories. Most of it's overpriced. By that I mean you can spend the same amount of money at places like All Modern and know you're getting quality, guaranteed product. Customer service is eh. Sales folks just aren't interested unless you're spending $$$. read more

I don't know if it's an issue with the store in particular, but overall I've had multiple issues with West Elm orders taking a very long time and receiving pretty bad communication about it all. Felt like being a bit strung-along with the timeline for weeks at a time with various reasons, and the online tracking also not even being accurate or precise compared to most places. It's a bit crazy to order a planter and get quoted 3-5 day and it taking 5 weeks to actually arrive. Many places like Crate & Barrel it's literally available for pick-up the next day. I'd say at minimum if you're ordering online, do not choose to ship it to the store. They apparently only run trucks to the store once a month or less. Just pretty weirdly slow service when you're paying like $180 for a planter. read more

West Elm sucks. They are fine for buying little things like throw blankets or pillows. But if you're buying bigger items, like we did with a media console, be prepared for a disappointment. The company as a whole is terrible with communication. Because their delivery system is all through their warehouse, there's no way to track anything like through UPS or fedex. We waited for our order to arrive on the day the website stated it would, and even after talking to customer service who assured us it would show up (her exact words were "it's the next stop on the truck"), it never did. We contacted CS the next day and were told that the item on the truck was a mislabeled item and that they would get a replacement sent out. Instead, they cancelled the order and replaced it with a new one, but didn't give me a new order number. When I vented about the poor communication online, many friends agreed that West Elm had poor delivery times, sometimes stretching out for over a year. Then, when I asked about the new order number with West Elm's CS to be able to learn the rescheduled delivery date, they had for another month out. If the item is still in stock, why would it take a month? Nothing is worth this headache. The media console is cute, but nah. I asked for a refund and full cancellation. read more

Furniture is good. This is about delivery at home. After arrival, Why do you need to interrupt me during my work meeting to get your survey answered. Why do you claim you can't make the next delivery till the survey is completed by me? This is unacceptable. Fire the delivery manager who pushed his team to harass customers to complete a survey. I think you should pay me part of that $200 delivery charge to answer your survey. read more

I'm not sure about all the bad reviews I've read, but my husband and I have had a good experience with West Elm. We made a trip to the store on May 25th bought three pieces that had to be ordered from the warehouse and one floor model piece we took home that day. Adriana was very helpful and mentioned that if we ordered on our own through the website, they may not be able to help as much as when we placed the order through the store. This may be why so many bad reviews, just a guess. The email to schedule the delivery came a few hours later, and we scheduled for May 31st. We opted for the "White Glove Delivery" service. The delivery crew were early, very polite, cleaned up everything, and placed the furniture where we needed it to go. The communication between West Elm and the delivery company via emails and texts was excellent. We would shop at West Elm again. read more

If I could give West Elm a zero I would. Do not order from West Elm! The quality is poor and quite frankly, I have found similar style and cheap manufacturing from furniture that I bought on Amazon. I ordered two chairs online with an estimated delivery date of November 21. I ordered these chairs back on August 2, 2025. I use the West Elm credit card and they immediately started charging me in September for payments on Furniture that was not yet received. They notified me that the chair was actually a custom order even though I chose one of the three available fabrics online. I received a notification letting me know that my chairs would be delayed until December 7, when I called customer service they notified me that their actually delivery estimated date is December 31. When I told her that this was too late because I would've already missed the Thanksgiving and Christmas holidays when I needed these two chairs for the living room they told me they were nonrefundable. They also told me they would not offer me the shipping refund even though they were charging me for shipping for Furniture that was delayed by two months, even though I already gave them three months for the order. When I called the store, they told me that that was my fault because I ordered it online and they could not help me. When the girl first answered, she was so nice and as soon as I told her that I had a customer service problem her voice quickly turned to irritation and gave me a one 800 number. When I called the customer service line and asked for a manager, they refused to transfer me over. The gentleman told me that it was my fault for ordering furniture that was custom order and now I would just have to deal with the fact that it was being shipped. He told me he was being prepared for shipment, but it was coming from Overseas and they had no idea when it would arrive. read more

I was hesitant to go to the store due to all the bad reviews I saw online. I am glad I went. I had such a great experience looking for my dining room rug. Vanessa was super knowledgeable and had good advice. I went home with a sample. The sample looked good in the room and the price for my 8 x 10 rug was a great value compared to other places I had looked. I bought the rug and Josh helped me out. He and Vanessa made the entire process so easy. My rug came within a week as well. It looks fantastic. I will not hesitate to shop here in the future. read more

We had a great experience today! After seeing all the negative reviews and going down on a Saturday- I was honestly rethinking our decision. But we decided even if we just walked the store to get a feel it would be worth it. Relocating to Austin a lot of what we need to do is get the lay of the land. Well we met Ellen and our quick walk through turned into a design of our whole space. We walked out with a plan, swatches and feeling great. Everyone in the store looked happy and helped. A very pleasant experience. Give the store a chance. Go in person- it's worth it! :) Thank you Ellen for spending your Saturday night with us. ;) read more

Beautiful, sturdy furniture! I will definitely be buying more from this store! Their mid-century style furniture is beautiful!

3/5 - this store is extremely busy location and takes about 30 minutes for any staff to come to help you especially on the weekends. They still have all the merch, but would go to a location with better customer service! Tip: they have their west elm warehouse next door, which has deals/weekends where they take items from the showroom or even new pieces and discount for sale! read more

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It all looks good in store but the quality just isn't there. We ordered a very expensive sectional sofa and were wildly disappointed by the supposed performance fabric both in durability and performance, only a few years later were already looking to replace this piece as we hate sitting on it and its wildly scratchy to the skin. I have to cover it with a sheet to sit on it! There is a reason they don't have reviews of their products online. read more

Over the moon with my in-store experience with Vanessa. I was looking at a couch online for like three months and should have gone in sooner! She was so knowledgeable about the item and all of my options and also so patient and reassuring as I deliberated. She didn't pressure me at all or rush my experience. Super excited and happy for my order (that I finally felt confident to place)! read more

This West Elm location has really poor customer service. There is a large selection in-store, but the staff seems disinterested in sales. I was planning to decorate my entire apartment in West Elm furniture but couldn't really get any assistance in the store. I ended up going online for help. The West Elm virtual decorator helped me pick out a couch. I also ordered a media console. I already had a rug and drink table. It's taken a month so far for the "in stock" media console to be shipped and my "in stock" sectional still hasn't been scheduled for delivery. I wouldn't let this bad location stop me from shopping at West Elm, but it's a shame that there is no accountabilty for their service in-store. I have always had good experiences in Houston and the Rice Village location. Keep in mind the long wait times even for in stock items. read more

Customer service is extremely poor. When a business fails to get a special order correct by human error, one would think the business would take care of that customer who already paid over $2000 on a product. Sadly, this was not the case. After excitingly waiting for a new bed, when we received it, it was not correct and they put us completely out instead of taking care of us. We will never shop here again and will let everyone know. read more

For the Love of G-d - do NOT order anything from this store. Don't believe me - check out the pic of how long I was on with customer service: 1 HOUR and 15 MINUTES * $750 purchase made 3 months ago *sent to California - I live in TX *wouldn't send me a replacement until the other people sent it back *waited, waited, waited *replacement never came *then was told I might not get a full refund and replacement never sent *then was told I'd get a refund but they couldn't confirm in writing *$750 later - no table - no customer service - horrible horrible experience Don't do it. read more

west elm - Furniture Stores Near Me - Austin, Texas

I ordered 3 counter stools, a dining table, bench and 4 dining chairs in September 2024. I was supposed to receive all items on December 10, 2024. But then I received a voicemail that day at 7am, saying that everything was either broken or damaged, and that I wouldn't be able to receive my most of my items until the end of January 2025 or February 2025. I do not recommend ordering online. You will NOT get quality service. Every customer representative I spoke to told me something different. I was told that their scheduling system was messed up, and I couldn't reschedule my order. I was also told that I would receive one of my replacement chairs in April 2025! Additionally, all the furniture I ordered was showing "delivered" on their system even though the only items I received on December 10th were my counter stools. I recommend trying to pick up your items from a west elm store or maybe just not ordering at all... If you order and you want something delivered by the holidays around the November/December timeframe, I suggest that you place your order in spring or summer because you can expect long delays. All the other furniture stores I've ordered from did not take this long to deliver or have these customer service issues. I'm hoping this isn't a consistent experience for customers that are ordering from their store online! read more

Update: I received my refund a couple days ago. But I still needed a table, and I need this particular table as part of my interior decor. So I went ahead and called their customer service to place another order. They said they will create a note with my order that this is a re-order and to handle with care since my previous one arrived broken. However it will still take a couple months to arrive since this is a custom order. I can only hope and pray that this one will not come damaged this time. Will update when the table arrives. read more

west elm - Furniture Stores Near Me - Austin, Texas

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First, the good... The gentleman who helped my husband and I was very nice and very helpful. And also, the lighting that we picked out is wonderful - we love it. We ordered a table, chairs, a rug, buffet and two light fixtures. Now, the reasons I won't order from West Elm again. 1) we ordered a dining room table and had to have three delivered before we settled for the least damaged of them because I didn't have the time/patience to sit on hold for more time to get a new one ordered. 2) we ordered a buffet and settled on the least damaged of those after receiving two for the same reasons above. I don't like even looking at the buffet now and can't wait to replace it. 3) we applied for and used a West Elm credit card for the purchase. There were two offers - 10% reward or no interest for 6 months. We chose the 10% reward. I have spent hours on the phone with the West Elm support and they still have not credited our account for the last $400 in rewards. It has been such a disappointing experience. read more

Terrible customer service! Well staffed, spent 30 minutes browsing, made eye contact with staff and nobody asked if I needed help.

Do not buy furniture from this company. We ended up buying a sofa from West Elm and received multiple delayed shipment/backorder notifications. It's at the point where a lead time of 5+ weeks turned into 4 months, which then turned into 8+ months. When we went into the store to inquire about the lead time and cancel, the response is "call customer service". We called customer service and it was like talking to a brick wall. Zero resolution. We've spent thousands of dollars with West Elm over the years but won't be doing any business here ever again. Completely awful service, this company is trash. read more

We bought a very expensive couch from this location ($3k+) a little over a year ago and it has already started coming apart at the seams. When I had it repaired by a professional, they showed me that the stitching was never finished in a way that would hold up. This turned out to be true inside all of the cushions and pillows. They ran a SINGLE stitch around all of the seams and did not trim of any excess thread. I contacted West Elm and they told me that this is their standard quality. I love the couch, but West Elm won't do anything to help us get it finished by a professional because we've had the couch for so long and because this meets their standards. I'm disappointed and I wouldn't recommend buying a couch from them unless you're willing to put up the money to have all of your seams completed afterwards. read more

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The quality of furniture is leagues beyond the quality of customer service. Customer service is trash. Not friendly for a downtown Austin store(which is sad), no greeting, no help, you yourself have to ask. Then an employee who just nearly bumped into you as you were browsing waiting for help is finally beckoned to come assist you. If I wanted to just look I'd use the website. If you want to purchase might as well use the website too. I feel like I wasted my time going in store. read more

Rude Overcharged me Never got what I ordered Said they'd reimburse me Now just making excuses read more

Super nice customer service man on the phone, however, my order was backordered for over a month and they NEVER TOLD ME. I held off buying from somewhere else for weeks and weeks, because West Elm continued updating the delivery date 2-3 days in future. Finally they updated it over a month in the future and I canceled my order. When I ordered my item there was NO indication of any back order or even low quantity. Then I received no notifications about it. Wasted an entire month of my time when I could've been getting a different item from somewhere that actually stays on top of their stock and acts more transparently. Their furniture is so beyond overpriced anyway. read more

Customer service is garbage. We ordered a ottoman that matches our couch that we purchased a few years back. This has been over 2 months now. We have already started making payments on this ottoman and do not even have it. Called today and the response was basically "sucks to suck" youre going to keep paying on this and we do not have a delivery date for your ottoman because their "policy has changed recently". You can find quality pieces elsewhere and I recommend that you do. read more

This is one of my favorite stores! The employees are always helpful and the have unique products and great quality. I just bought super fun organic holiday sheets and bear and log salt & pepper shakers. During one of my visits, a salesperson helped me find bedding from the stock room which was on sale and worked perfectly. read more

west elm - Salt and pepper shakers - Furniture Stores Near Me - Austin, Texas

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Just don't do it. We are still waiting on a 2900$ (+ the bullshit "white glove shipping" cost) dining table we ordered months ago.... never got delivered in the expected time Frame and never got a call or any type of update. I've literally had to call every day since to try to get some information and OF COURSE they only tell me they don't know where my table is... they promise that a manager will call me back and no one ever does. Be smarter than we were.... read the countless bad reviews across yelp, google and the BBB. West elm has completely gone to shit and the customers are paying the price. read more

Not even 1 star...should be Zero stars. West Elm stole $1200 from me because I'm still waiting for my refund which I know is history because I see there are other yelp reviews of consumers like myself who are owed money either for product return or pick up, or for purchases not delivered, etc. They put on a good front with a nice showroon on Lamar in a nice neighborhood with nice salespeople. They draw you in where you make your purchase of very nice furnishings. After the sales, the delivery is delayed months after month, into the next year which was 2022 for me. Yes, a purchase that closed in April 2021 with promised delivery date of August 2021 past and into November 2021 for the actual delivery, with so many promised deliveries before delivery. The sofa they delivered was badly damaged in multiple spots. The case was escalated where it was finally agreed that they would pick up the merchandise for a full refund. The pick up happened in January. By April, I still had not received a refund when I had just about given up. The headaches from dealing with numerous customer service agents who (I actually think play dumb and constatnly give replies that are lies or that put you off for various reasons, such as the person you want to speak with is not there at the moment or they will try to pass you off to a different dept. or employee, all of which are just acts to put you off. I did not get results. I still don't have my refund. $1200. I had given up hope months ago and I try to keep it out of my mind. I put off writing a review because I am still trying to just chalk it up and forget about. I don't want to deal with it because It will not get me anywhere except in circles. It's not worth the high blood pressure or the monumental amount of time wasted in trying to get somewhere with customer service. Only to be driven in a circle each and every time. I'm doing okay not thiniking about it but the fact is that I lost $1200 and nothing will get it back. So i'm resigned to the loss and I will not let West Elm be the cause of any more aggravation. Please shop anywhere but West Elm. Don't end up lossing your time and money. read more

If you want to be mistreated, belittle, and you love wasting time, go to this West Elm location. The store manager's specialty is to say "no" and roll their eyes. They can't bother to be helpful, pleasant, or polite. West Elm has a lot of backorders and delivery issues. But at least some of the customer service representatives on the phone tried to be helpful. The manager at this store just does not bother. They are too busy gossiping with the other staff, saying no to all customers, and rolling their eyes. read more

We enjoyed selecting and building furniture for our new home. In store services was outstanding. Lee did a terrific job helping select what pieces of furniture we needed for our living room and TV room. We carefully selected furniture that was available and scheduled our delivery 5 weeks in advance to align with closing of the home. For our surprise, we received a call earlier today to let us know the could not deliver and we would have to wait another week. Problem is that we are not going to be here for few months. Need some assistance from your operations team to deliver the furniture before Saturday. Otherwise, there WILL no one to receive and sign for the furniture for at least 3 months. To the Social Media Agent from West Elm that reads this. Please let me know what is the best way to escalate this issue to get it resolve on time' read more

Amazing experience!! My wife and two small children walked into west elm on a Saturday. In 15 min a designer was available and helped us pick out a custom couch, two chairs, a rug, coffee table and bar stools. Our furniture arrived on time. Scheduling delivery was super easy. The star of the whole show was the delivery driver named Roberto. This guy was amazing. He arrived on time, set everything up, even wore booties to make sure our floors were clean. The guy is a rockstar. 5 stars... would purchase from them again. read more

This West Elm effectively stole over $600 from us. They suggested they offer refunds in cases of faulty products. Partly true - they'll accept the furniture back, they just won't give you your money back. We purchased a table that was wobbly and not properly painted when it arrived. We ordered for a replacement, which had different issues when it arrived. So we asked for a refund. West Elm picked up the table, but has never paid us our refund. Every couple of weeks, we speak with a new customer service rep who is appalled at what happened, swears they'll solve it, and then...we start the countdown to a refund never arriving, then we start it all over. So they took the table back, but never gave us our money. In total, we paid West Elm over $600 essentially as a donation. Every time a check is ordered to us, someone else at the company cancels it because they're not sure what's going on. If you're lucky enough to get a piece of furniture delivered in tact, good for you! If you decide you want a refund - good luck. If anyone reads this and has any advice for us, we'd really appreciate it. After months, we are now entering Christmas without a dining table because we'd need the refund to afford to buy a new one. read more

Lee Stauffer! Best designer there and I could tell just by watching him interact with other customers. He was very helpful with feedback on my color scheme and with the best types of fabrics that can withstand frequent use. Overall very good experience. I purchased a chair and ottoman, rug, ottoman coffee table, and two barrel chairs. Thanks West Elm! read more

The store looks good and gives you a lot of ideas, but the staff is terrible. I basically wasted 1h30 trying to find a sofa and table that could be delivered within a week, at the end of transaction she tells me it will take 6 weeks to be delivered , they were charging me a delivery fee for each item and the manager who really is rude and has an attitude didn't even try to accomodate me by dropping at least one of the deliveries fee of $75 on a $3500 purchase! It's a principle and a nice gesture to make the customer feel good by doing such a small favor. Who do they think they are? read more

The furniture and decor all look modern, but it's all built by low-skill workers in 3rd world countries and the quality shows. Your couch is likely to not last even a year before seams split and come apart. My roller chair is losing ball bearings all over the place (luckily my cat hasn't eaten any before I find them). Really disappointed in the quality. If you want something that is long lasting don't shop here. Also the downtown store's customer service is pretty terrible. The staff are not very attentive and have a sense of faux entitled sophistication rather then genuine friendliness and wanting to be helpful. At this price point I expect more both in quality and in service. read more

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I have spent thousands of dollars at West Elm to furnish our condo with Mid-Century furniture. We bought among other things four beautiful mid-century dining room chairs. I was expecting to keep these dining room chairs for a long time, if that makes sense. After just five years, the legs began to wobble. By now, the chairs are simply dangerous to sit on. They look great, but they are incredibly poorly made. The metal legs are simply flush to a metal plate screwed to the bottom of the chairs. The welding does not hold, makes the chair unstable and makes the legs look at an angle. My dealings with customer service were very unsatisfactory. Nobody helped me. Did you know that if you buy furniture directly from that store, West Elm doesn't manage to connect you to the vendor? I was dreaming of buying new legs and of simply attaching them with the little screws that are used. Not possible. Don't buy those chairs! They still exist under the name: Modern Curved Upholstered Dining Chairs. Look at the legs! This is the flimsiest construction there is. I am extremely disappointed. This was my last West Elm purchase. One star is too much. read more

I'm a fan of West Elm. However, every single time that my husband and I go to this location in Austin it's just such a headache. The customer service is not just bad, is terrible! We spent so long just trying to find someone who could helped us with finding the colors we wanted for a couch. But then they asked us to look at the computer? ahhh yes I can do that on the comfort of my couch without dealing with a really rude person. What's the reason to go there and see the samples of their fabrics then? If they were only in a place where we the customers could go see them, and touch them! I'm not sure (And I hope not) this happens in every single West Elm location, but I really avoid going to this place as much as I can. read more

Recently came to this location, couch shopping. I love a lot of the products here. The couches we looked at were very comfortable, but customer service was abysmal. I had read the reviews before coming, but had to at least give the product a chance. We'd gone into four other furniture stores earlier the same day and West Elm was the only store where no employees were present to help customers. I had so many questions before purchasing my first "real" couch and was somewhat disappointed that not a single person approached us in the 30 minutes we spent there. Ultimately, the lack of service led us to a firm decision to buy our new couch elsewhere, but they do have some very nice looking products. I plan to buy one of their coffee tables online after the new couch arrives. read more

Let me start off by saying, I love the quality and the selections that West Elm has to offer. As I'm updating my furniture, I've invested in more long-term pieces. I bought a beautiful box frame dining table, with a raw mango wood top, less than a year ago. Recently we moved, and my table and chairs sustained some damage. Discovering this saddened me, so I called the Austin store on 5th and Lamar, for advice on repairs. Little did I know, it was my lucky day, because Assistant Manager, Rico Hernandez is who answered the phone. Rico, took his time and listened to me, while I described the damages to the table and chairs. He gave me his email address, so I could send pictures for him to assess the damage and offer advice on repairs. Rico called me back in 15 minutes with great news and had the perfect solution for my problem! I can't sing his praises enough. He went beyond my expectations and truly made my day. I went into the store today, to pick up a touch-up kit, and do a little shopping. I was so happy to meet Rico in person, and thank him face to face. He also helped me select and create a display for a tray, as well as find new bench for my entryway. Thank you again Rico; and see you soon! read more

west elm - Furniture Stores Near Me - Austin, Texas

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Don't buy here unless you can pick up and assemble the furniture pieces yourself. Their warehouse delivery system sucks and THE "WHITE GLOVE DELIVERY" system is the actual worst. It's a huge money and time waster. I will never order furniture that requires assembly or delivery from West Elm OR any Williams Sonoma again because of my experiences (3 horrible ones out of 4). The first "white glove delivery" guys dropped off a queen sized bed and REFUSED to assemble any of it. Just left the huge boxes taking up my entire living room. I had to wait a week for the "rushed" replacement crew sent over to ACTUALLY ASSEMBLE it. Had another "white glove delivery" of two night stands one with totally jank drawers. I wasn't the one who signed for it... unfortunately... so had to schedule pick up. They arrived at 7am on Saturday instead of the "scheduled" 8am. When replacement delivery arrived ALSO outside of the "scheduled" 2 hour window (note: YOU have to pick a date and commit to 12 hours of availability then THEY assign you a two hour delivery window that they WILL NOT honor)... when replacement delivery arrived the delivery guy INSISTED I sign for it BEFORE he would remove it from box and put it in my home. Sight unseen. NOT how that's supposed to go. Finally I was SUPPOSED to have delivery today 9am - 11am. Guys arrived at 8:23 and left a note. I "missed" them. So I had to call in - and am now rescheduled for 11 days from now. Again, I have to pick a day I'm available between 8am and 8am and 48 hours prior they'll send a 2 hour window... which they'll arrive outside of. DO. NOT. PAY. FOR. WHITE. GLOVE. DELIVERY. It's a huge waste of time and money. Shop elsewhere. read more