I like the dishware and silverware I bought, but they don't care for customer service. my plates came broken. West Elm made me go through the process of shipping broken plates. And then West Elm makes me go through the process of requesting the refund. And West Elm Doesn't update me, despite sending me 3 annoying marketing emails per day. Does West Elm want my business? read more

I'm a fan of West Elm's style and decor. Vanessa is a phenomenal stylist... very helpful, friendly, great ideas and engaging. She's very helpful and goes above/beyond to ensure satisfaction with purchases. But today I had the unpleasant task of dealing with Sabrina for a return. Not only did she never smile, she was not friendly and did not process my return correctly. She had ample opportunity to apologize for her error but couldn't be bothered. She's been at West Elm for 9 years and I guess that's 9 years too long. If you avoid her, you'll be fine. read more

Products are fantastic but the Staff couldn't be more bothered that you're there. Some of the consistently most unwelcoming people, it's as if it's their mission to make you feel in their way. It's also pretty clear that based on their feedback here, it's a known non-issue for them. read more

Super store! Well displayed furnishings-helpful staff. Lots of "in style" furniture to choose from. Only downside is the delivery time span. Prices are competitive with like stores. Easy parking. read more

All things must pass. I've shopped West Elm a number of times since my original review - probably more than any other store. I like their designs. My last visit the day before Thanksgiving though has cured me of my WE habit though. The other posts you see here about customer service are in line with my experiences. Last week there seemed to be only two people on the floor - albeit several behind the counter ringing up sales - and they were overwhelmed. Between design consultations and answering the phones I was literally unable to get either one's attention during my half an hour visit. So it goes. I picked something small and made my way to the counter where the same Lee Stauffer mentioned in my earlier review waited on me. Unfortunately he was not in a good mood: he was abrupt, curt and uninterested in even talking about how to use my online gift card insisting it "has to be paper." I'm sorry - that's not what the gift card itself says, and its 2018: I'm pretty sure WE can figure out how to do an online transaction. Net, I didn't buy anything. If you're going to understaff your store before the holidays maybe you should give your counter help a little Christmas cheer. Austin is full of options - why go to a store where you're not welcomed? read more

Store is horribly run, but based on years of previous reviews, I suppose Williams-Sonoma and its conglomerate of brands is successful enough that they just don't care. Two main issues to share here. 1) In-store customer service is non-existent. Associates are visibly bothered by you asking them for help of any sort. They are happy allowing you to stand and wander seeking out help without so much as a glance or acknowledgment that you are there. 2) Curbside pickup is terrible. I called a few weeks ago to pick up my items, an associate answered (sighed, perhaps bothered by needing to take the 3 steps out of the door to my car) & came out to load the box into my car. I knew the piece I bought came in two so I asked if the whole order was there and she said yes and left. I was doubtful so I stayed and opened the box - and yup, table top but no base. Went back into the car to call and ask for the second box to be brought out when a male associate came out and seemed ready to lose his mind over me sitting in the curbside pickup spot. He seemed embarrassed once he realized that I was waiting there for a forgotten item and brought it out. Products are decent quality & nice additions to the home, but I can find comparable items elsewhere and won't be shopping here anymore. read more

I had picked out a new couch online at West Elm and decided it was worth going into the store to look at before purchasing. I was happy with the price. It seemed to be slightly less expensive than Crate and Barrel but with a similar aesthetic. In person, I was super impressed with the level of customer service I received. I told the sales lady what I had been looking at, and she knew exactly what I was talking about and even told me if I waited one day, it would be one sale. Wow. It was already moderately priced and by telling me that I just saved a little bit more. Its turns out the Austin store may not have quite as much inventory as the other Texas locations and the color of couch I wanted was out of stock. Unfortunately, the sale price was not being honored online. The lady was super patient as I got a little wishy-washy about what color I wanted and which location would be the easiest for us to get to. She called other stores on my behalf and found exactly what I wanted in Dallas. Lucky for us, we were headed up there the next day for the holidays. The Dallas store put it on hold, and she informed us of an even steeper discount on the same couch. (I'm assuming they were trying to clear out inventory at the end of the year.) We arrived in Dallas the next day, amidst the snow and the staff was just as friendly and nice as the Austin store. They knew exactly which couch we were asking about and immediately had it ready. They even offered to store it for us until we were on our way back to Austin a couple of days later so we couldn't have to drive around Dallas with it in the back of our truck. So the lessons learned from my trip in to West Elm. Always check in-store before ordering online (just in case it is on sale), and they do not ship in between stores (which is why we had to go to Dallas). But overall, I was impressed the style, quality, price and customer service. read more

west elm - Furniture Stores Near Me - Austin, Texas

Same experience as everyone else. Awful customer service! Set up an appointment and they don't show up and the list goes on!

In a word... customer service is awful. Just awful. One star is too many. Backstory - we moved here two years ago and furnished the house with many pieces of furniture from West Elm and three large area rugs. I recently noticed holes underneath chair legs that have worn one of these rugs almost completely through... in two years time! When I originally bought these I spoke to salespeople both here in Austin and in the NY store about the fact that I was planning to purchase these chairs to place on this rug and asked what rug pad I needed. I went with the recommendations. Please see pictures below. We are two older people and there is no traffic in our home other than us. So, what happened to cause this? I called the Austin store and they instructed me to write to customer service, send pictures with the order info and wait for a response. So I did. And got a polite answer back. Thank you for contacting us, sorry, no refunds, no replacements, this is normal wear and tear and it's been more than 30 days since the rugs were delivered. The last sentence of the response was "We pride ourselves on offering quality products and world-class service. My goal is for you to be 100% satisfied with your experience, I am more than happy to help! Contact us with any further questions." So I wrote back saying that I'm not happy and would like to find some mutual resolution, that I had never asked for a replacement or refund. I got another, similar, response to which I replied that I'd like to be put in touch with a manager. They sent me a customer service phone number. From there... I spoke with Stephanie a week ago. After listening to my story (at length) and reviewing the emails, she agreed to put me in touch with a leadership member but, after holding for one, came back and said none was immediately available but she would put in a ticket to have someone call me back. She sounded very friendly, professional and knowledgeable with the process. However, today I called back to say it's been 6 days and I have not had a call and was told that West Elm procedure does not allow call backs. So the new representative took my order number and info and left to find a manager. And.... I just spoke with Cynthia, in leadership. Cynthia took about two minutes to tell me that since this rug was purchased two years ago there are no options. I asked if she read my correspondence and looked at the pictures and she said it's not necessary, there's nothing I can do for you. So, I guess there's no chance that my particular rug has a defect, or that they should have advised me about how I could have avoided this kind of damage. Simply said ... this is our policy. End of story. I am shocked, to be honest, to have been cut off with such a response. I explained that I have been a homeowner, using rugs and carpets for over 40 years and that we furnished the bulk of this home with items from West Elm two years ago! We spent a lot of money thinking these were quality items that would last and the manager couldn't even think of anything polite to say except have a nice day. I will agree with the customers who are saying DO NOT BUY anything from West Elm. They will keep on selling this rug or whatever else to you without any thought to whether or not it will serve your needs for any reasonable length of time. They clearly DO NOT care! read more

See all

Just made my first AND LAST purchase at West Elm! I was fully prepared to pick up my purchase at the store (Austin, TX). Apparently they did not have it in stock. I was OK with that and ready to pick it up when it arrives. But no... they insisted on shipping it directly to my house. I was OK with that too. BUT... When they also tacked on "shipping & handling" - I was NOT OK with that! Why should they make the customers pay for their own shortcomings. So, they squeezed some extra $$ from me this time, but lost a customer for life! Buyers beware! read more

Always worst customer service from this location, but I loved products from West Elm so still spent thousands on furniture, rugs, etc. from the store. Until recently I bought a huge round mirror and found hardware and a paper template missing when I opened the package back home. I called the store. The associate found the mirror available online but she did NOT even try to order it for me. Instead, she told me to go to Lowe's to get the hardware by myself :) The store manager Dan was the most arrogant person I've ever met. She never tried to solve any issue but kicked you back to online customer service who couldn't help with a purchase from a physical store either. I was amazed by their consistently rude, ignorant and arrogant attitudes throughout the entire store in Austin, TX. The store manager Dan must have done a great job recruiting and training associates to become a good fit for the toxic culture. read more

WEST ELM CAN'T SEEM TO DELIVER CORRECT BED. I bought a queen bed. The first time they delivered the wrong bed. The second time the bed did not have the correct bed rails so it couldn't be put together. I accepted it with the understanding that they would bring the correct rail and put it together. They told me it should take about 5 days. They haven't delivered it or called me. i have not been able to use it for over a month. it is still in pieces. Their fulfillment company deals with all their various companies. At this point I just want to return the bed and get my money back. I don't want to by anymore pieces of the set and deal with this awful service read more

The staff is always so kind. Weather we just have a question, pick up order, or a large purchase in store we have always had a great experience here. read more

Lovely smart fast problem-solving Sophia is amazing and just turned me into a West Elm shopper. Daughter getting married now. Only had received half my order of picture frames from Pottery Barn --with no notification the other half of the order isn't arriving--for months. Made one call to West Elm; Sophia focuses on my needs, pulled the right number of frames, even gave me 25 percent off. Kind calm helpful. Thank you West Elm; only wish you weren't part of non-communicative Pottery Barn. I'll be back to work with Sophia! read more

I've given this particular West Elm two chances, and they've blown it on both. A few months ago I ordered a dining room table. It was a ship-to-store, meaning that I would purchase it and they would receive it and call me when it was ready for pickup. The sales associate told me that I could just pay them an additional $129 and they would deliver it to my condo and set it up for me. When the table finally arrived, the associate was no longer there, and neither was this program. They told me that I would need to sort my own pickup out, but at least referred me to an app which ended up costing me $75. After some hassle to coordinate the delivery with all parties, I was mostly happy. Before my table actually arrived to the store, I finally decided on some chairs. So, I went back and purchased four chairs from the same store. This was another ship-to-store order. The associate told me that they would be there in two week, well before Thanksgiving. I was intending to have a few friends over and cook that day. Instead, the chairs took an extra two weeks. I called the store twice and people kept assuring me that they'd be there soon. The final time I called the store for an update on the chairs, I spoke with a helpful person who explained that it's difficult to locate orders because they have to look them up in multiple systems that don't share all the same order information. So he couldn't be sure exactly when they would come, but "they'd be in soon." So then he gives me the email of the assistant store manager. I exchanged a few emails with him and he seems committed to helping. The next day he emails me and says that the chairs have arrived, and seems to very unclearly indicate that they'd either give me a discount on the bar cabinet I had been looking at, or possibly help me with delivery. I told him that no discount would be needed, and if he was willing to have the chairs delivered to my condo ($50 on the Pickup app), I'd consider all wrongs righted and continue to give him my business. This was on a Tuesday. By Friday, I hadn't heard anything back from him so I sorted the delivery out myself and decided I'd never do business with these morons again. The litany of one-star reviews on their Yelp page isn't surprising. It seems to be mostly driven by poor customer service and extensive waits for ordered products. I really wanted a bar cabinet they carry but I don't want to deal with the hassle, or give them any more of my business. read more

After spending 30k on furnishings, West Elm does not honor their loyal customers by helping them out when they need them as a company. There is no flexibility or support. I am return every single thing I bought from you and pottery barn. I am so disappointed!!! read more

We ordered a desk, the next day, the price dropped by $180. They do not offer any price adjustments which is ridiculous. They would prefer we send back the desk and purchase it again....more trouble for everyone. Companies with good customer service offer price adjustments if the price changes within hours of purchase....most offer it within 30 days. Guess I know this now and will find another place to shop. Lesson learned. read more

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. I called in March to check on it, was told it was in Dallas and should be here any day now. 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. When I spoke with the customer representative a month ago none of this was mentioned. I also bought another table at the same time and paid the same way and had no issues with my payment. Extremely frustrated and will cancel my order. Don't order anything from here if you want it within 10 months of ordering. read more

Extremely frustrated with customer service. Beautiful store and great staff in Austin when you're buying. Invested in a kitchen table and chairs that we were planning on having for a long time. Unfortunately the table developed a small "lump"...I've never seen anything like it. But it was clearly not something a human could be responsible for...it was the material. Anyhow, sent photos to West Elm customer service and was passed from person to person in both the call center and local store we made the purchase at and I had to check in with them every couple of weeks because no one followed through. Last correspondence was a staff member telling me that a manager would be handling our case. They provided the name and the person simply never reached out. And we continue on with our "tumor" table. read more

Look, I've purchased everything in my home from West Elm. Everything: sofa, dressers, media console, bedding, etc, but I will never spend another penny at any WSC ever again, and here is why: I purchased a second linen duvet, and it immediately was shedding everywhere. I mean, My vacuum cleaner bag was the color of the duvet cover. That's how bad it was. I stuck it out because I LOVED the duvet cover, and I thought that maybe after a few washes, the shedding would stop. Not only has it not stopped (it has subsided, though), a few months after purchase, the duvet insert ties came off! I know this duvet cover to be defective because it's not my first, and the others are perfectly fine and still intact years later. I called west elm to try to resolve the issue and they offered me a $20 gift card: a slap in the face to the money I've spent there over the years. A slap in the face to a loyal customer. Customer service is seriously lacking at west elm. Spend your money elsewhere. read more

Called to schedule an in-home consult after friends told me about it. Appointment was set for 1:30 today. At 1:45, I called the store wondering where she was. The manager was very rude because I had chosen not to give her my phone number. Sorry, I don't want a national chain with my phone number, and the consult woman didn't need it. At 1:55, she emailed to confirm our "2:00" appointment. We wrote back and said our appointment was at 1:30, not 2:00. My husband and I both had made an effort to be home from work at that time for her. At 2:15, my husband decided to go back to work. In the front door, he found a card, that said, "Please call to reschedule your appointment." She had neither rang the doorbell or knocked on the door. We were sitting right inside the front door the whole time. So this is what happened. The woman with the consult forgot our 1:30 appointment, the manager blamed me for their mistake because I don't want 800 spam calls a day, and then the woman who was going to consult with us tried to cover up her mistake by pretending that we weren't home. Poor, West Elm, very poor. read more

We love the merchandise of this store. Beautiful. Reasonable price. We have been loyal customers until our last visit. We have been visiting the store for a year planning on 'the Big Furniture Upgrade' for our house. We settled on West Elm. About the 9th time we came into the store they begged, pushed, prodded, and pleaded with us to let them come out to our home for a consultation. The 10th time we came into the store, we were ready to pull the trigger - we asked for them to schedule a consultation for us. Thing is that the salesperson cringed, and disappeared to talk to the manager. 'Jonathan', the manager decided that we weren't 'high dollar' enough or something, so they told us to --in essence -- to go 'F' ourselves. "You see your purchase isn't likely to justify us sending anybody out to your home...I know we offered that to you, but our manager declines the opportunity..." We felt disgusted and embarrassed. I can understand the policy, but the delivery made us extremely squirmy uncomfortable. No point in explaining to him that we had thousands of dollars of purchases in mind-- or that we have already spent quite a wad of cash with them. We left, feeling mishandled and holding a grudge for the embarrassing treatment. Not the way to handle loyal customers. We went the next day to IKEA, bought a room full of furniture for 1/2 the cost of just the bed we were planning to buy from West Elm. read more

I'll start with saying that I'm originally from Chicago, and have experiencing horrible customer service too many times to remember. But this place was appalling. I bought some sale items, which clearly put me in the low, pathetic class in their eyes. When I got to the dock nothing had been wrapped! I was shocked at the customer service and of course, if anything broke it would be my problem. Nothing was returnable. Over $100 worth of frames were stacked together and my two lamps came out with the shades on and no padding, to go in the car. When I talked to the manager Jonathan he could not possibly have been more rude. He said "I hope you give us another chance, but if you don't you don't! I spent over $380.00 but wasn't even worthy of respect. Unbelievable! read more

I love their design, but the other reviewers' comments regarding customer services at the store are so true. There were plenty of greeters, but none of them are ready to actually help you with any purchases. I made the mistake of purchasing two rooms worth of furnishings all at once and I'm still waiting on orders made three months ago! First they sent me more furniture then I ordered and then they sent me whatever items they had left of the product despite it being damaged. The lessons to take away here are: 1. If you can order the items online without using any of their customer service, in store or over the phone, then do so. 2. Don't order more than one item at a time. 3. Always wait for a sale because there will always be a sale. 4. When you need to return something, just have UPS pick it back up and return to sender. Don't bother bringing it back to the store because they will do the same thing that you could have done yourself at home, which is to call in to their furniture division and then WAIT. 5. Make sure you check the product availability. West Elm likes to sell products that are almost half a year in back order! read more

I have to say, before walking in to the store the first time, I had pretty high hopes for this place. It seems like I'd been getting catalogs for months before the Austin store opened and, although the prices were more than IKEA, it seemed like it might be a cheaper alternative to Crate & Barrel. I stopped in for the first time today because I'm looking for a dining room table. I don't feel like I'm being overly picky--I just want something modernist-looking that's solid wood. Well, the tables West Elm sells look the part, but nearly every single one is MDF construction (a wood fiber that feels heavy, but isn't anywhere near as strong or durable as a solid piece of wood). The reason why they do this is simple: It's cheap. Just about anything that looks like it's wood from IKEA, for example, is MDF, and that's totally fine because it's inexpensive furniture. However, when nearly every table West Elm sells costs $500 and up (without chairs), that's simply unacceptable. If you're looking for a stainless steel serving tray, you can find it at West Elm. But if you're looking for a quality piece of furniture that'll last you more than a couple of years, look elsewhere. read more

So I actually went in the weekend before last to support a pop sale that was going on. I decided since I was already heading to West Elm that I would go ahead and get this lamp I had been eyeballing. Finally commit to it! The main issue I had was that online the base stands were photographed strangely so it was hard to tell what that the metal looked like. I really couldn't decide on white shade and silver base or the charcoal shade with the antique bronze base based on the pictures online. I needed to see it in person. I see the white/silver lamp but it had no price tag on it. So I asked an employee if he knew how much it was priced at. Online it was $299 but who knows how much it'd be in the store. The employee claimed it was "$400ish" with a great deal of attitude. He left and came back with a sign that displayed the actual price, same as online, $299, but didn't bother to say anything to me about the price difference or anything else otherwise. So I looked around the store searching for the charcoal/bronze combo and I can't find it. I asked a different employee if he knows if they have the lamp in the color I'm looking for in store. He told me he'd be right back and went into the back of the store. At this point in time I've been in the store for 45 minutes with basically no help. I'm starting to wear impatient. I sit down on the couch and wait for the guy to come out of the stockroom. I waited for another 30 minutes. Nothing. No site of him again. Another employee was helping a customer right next to me. She never made eye contact. She never asked how I was doing despite being about a foot away from me and her customers walking away from her many times in the time span of 30 minutes just standing there. By the way, it was a Sunday. And I REALLY do get being busy with lost of customers but I couldn't buy this freakin' lamp if I tried. I've worked retail. I'm a florist. I work with people ALL DAY. I finally give up. I decide I want to head elsewhere. We walk out. The first employee who had "helped" me was standing next to door leaning up against the wall looking at his nails. He neither thanks us for coming, wished us a good day, or opened the door for us. Why in the world would you stand where a greeter or doorman would stand and literally do nothing?! So I really let this brew overnight. I still felt angry about it a full day later so I decided I would reach out to a manager. I called the store and asked for a manager. I can't remember for the life of me what this girl's name was but here's how the exchange between us went. I told her what happened and she said this "well I personally worked yesterday and it was way busier than normal. So yeah maybe the other employees forgot what they were doing". Ummm okay then. West Elm isn't Target. I can't just grab things off the shelf and go up front to pay for them. My purchases are contingent on your employees 1) talking to me 2) getting what I need from the back. So I let her keep talking. She doesn't really apologize for the fact I was forgotten or ignored. Just told that that is part of the business. She moves onto what I actually was doing there. She offers to look for the lamp I was looking for in the first place and put it on hold for me. I said I would take either color. But I just needed to know if they had it. She said to give her 30 minutes, that she would find one for me. She took down my information and said she'd out them on hold for 24 hours if she had them. I never received a call back. I'm livid now. I can't believe a manager would forget about a upset customer. I don't know that there's any fixing this now. I just can't believe how little everyone there cares. read more

Beware of the jerk with the patronizing beard. Make sure you donate to St Jude's or he will humiliate you at the cash register. The service is pretty substandard as well. I like the West Elm decor, but really not crazy about the store. I might just order online. read more

I really want to like West Elm, but they make it hard for me. Sure, I've used some great coupons and hit up their sales. If I'd written this review six months ago, it would be glowing. However, much of my stuff from West Elm has since started to fall apart, which brings us to my bone to pick with the store. I'll start by saying that I have several chairs from there that have lasted (8 months) quite well. Good for them! My dining room table, however, started to scratch pretty quickly. Nothing major, but definitely scratched more than past tables of (gasp!) real wood and even more than ones from Ikea. Hmmm... My desk lamp from West Elm is modern, cool, and throws good light, but it sure does get toasty if I leave it on more than 45 minutes. My real issue is with the quality of their linens. We got some hand towels a few months back and one of them started to lose its color after a few washings. Last night, I washed our cute striped bathmat for the first time (oopsy!) and, even though I was careful to follow the completely standard instructions, it totally started to fall apart. I've had bath linens from all over the place over the years - nice stuff, Target, Ikea, random stuff from Marshalls, whatever - and these are by far the worst. Seriously, they're worse than the cheapiest of the cheapy Target brand stuff (you know, the ones in weird colors that are always half the cost of everything else there). They're even worse than the Hugo Chavez beach towel my husband bought on the street in Caracas. The problem is that West Elm's costs, although reasonably inexpensive, are not cheap enough to warrant this Forever 21 style quality. West Elm leaves me feeling like I stopped into a casual restaurant for a sit-down lunch special and, instead of a reasonable plate of casual yumminess, the server just brings me a gas station hot dog. In light of my experiences with their products, I'd caution folks against buying from here. If you're looking for cheap household stuff, Ikea products last longer (hard to believe, I know!) and, if you're willing and able to kick it up a notch, you can get more interesting, higher quality goods for not a ton more. read more

I was in the store yesterday and I had a question about some duvet covers. I couldn't find anyone to hep me out. They are clearly busy, maybe they need more staff? When I finally flagged someone over, which was like 20 minutes, she was no help at all. She couldn't get the item I needed down, she wasn't sure what the price point was and she had a really bad attitude. I'm not even sure why I go here anymore. maybe it's to be treated poorly? read more

this is a review less so on the W 5th showroom store itself but rather of the design services of their in home stylist, Sabrina. If you get on the west elm email list you will get offerings of free in home design consultations. In a few words - I HIGHLY RECOMMEND this service! Sabrina came out to our new Austin home and it is crazy to me that her services are free... you literally get a professional interior decorator, in your home, giving you ideas, colors, concepts - for free! If you have tried pricing out interior decorator services before, as we have, it is out of the price range of a lot of new home owners - I mean it starts locally at about $400 - for ONLINE CONSULTATIONS. Sabrina is free! and her decor sense is brilliant. She got all around the house with a tape measure and pulled up images for decor ideas we never would have thought of (i.e. a bright white lamp in a wood themed living room - came out looking amazing and not "matchy matchy") . And if you are concerned about high pressure sales from someone in your home I can vouch that this is not Sabrina's style. She used to work at Pier 1 and comes to you as an interior decorator who loves west elm, but she really isnt a west elm robot mouth piece. She had ideas for pieces that arent west elm, (buying a $80 glass table top from pier one for example to repurpose a $1200 west elm table into a desk) and didnt act like we were cheapasses for wanting to wait until things went on sale (a not so secret about west elm- everything gets the 30% off sale treatment eventually)... or scoping the outlet in San Marcos. My sister used Sabrina to redo her own home and was equally impressed, and floored that its possible to tap the talent and creative eye of a professional decorator for free going through the west elm service. If she ever left and opened her own company I would absolutely follow her as a future client! *bonus - you get 10% off anything you buy after your consultation, and if you dont like the in store experience (there are some reviews here unhappy with the customer service of the floor staff, I havent had a bad experience, but presuming theres truth to it) you can have your stylist order everything for you without having to go in to the store read more

A VERY DETAILED, HONEST AND FAIR REVIEW. I originally purchased the Peggy sectional on August, 7, 2015, but when it arrived the back of the sectional edging wasn't properly alined. Two weeks later this was easily fixed by a Furniture Metic (who are contracted out by West Elm). Finally, I could now enjoy my new sectional...or so I thought. Approximately two months later the casing of the chaise cushion ripped at the zipper. I immediately contacted West Elm, but was redirected to Furniture Metic once again. This is where my nightmare began. After providing photos of the defective casing, I was told that I was going to be sent a new replacement cushion, but that it was going to take 2 months! Clearly, I thought this was an unacceptable amount of time for such a small issue, but once again I waited...and waited.... 3 months later (and multiple phone calls to Furniture Metic) a box arrived on my doorstep. I could only assume it was a new casing cover. Imagine my SHOCK when I opened the box and found a BAG OF BUTTONS and PIECE OF FURNITURE FABRIC! Infuriated, I once again called Furniture Metics and was now told that a technican would need to come to my home (AGAIN) to install the fabric. Fine! And after two weeks the same technican came to my home and was in as much disbelief as I was. I was told that I "should have never received these items and that West Elm typically sends a replacement cushion." So there I was left with a "new sectional" that I had now owned for 4 months, but could not enjoy due to so many issues. Oh! And to make matters worse, the connector that connects the two sections of the sectional broke and no longer held the sectional together! #sigh First and foremost, West Elm PLEASE rethink contracting your services out to Furniture Metic. The technician that came to my home was amazing, but EVERYONE and I mean EVERYONE (from customer service reps, to Leads to the Manager I spoke with (and never called me back to fix the situation) were completely RUDE and incompetent. Because of my experience with them, I was ready to have West Elm come pickup my sectional, give me a full refund and NEVER purchase from your company again. Now 8 MONTHS LATER (!!!!), as a last effort I decided to start where it all began and contact my local West Elm (where I originally ordered my sectional). I spoke to a manager, Sean Parker, provided him with all the details of my ordeal and was FINALLY treated with respect and understanding to the situation. Sean was absolutely amazing! He apologized for my experience and immediately took my story to his manager. Together they were able to get me an entirely NEW SECTIONAL and return the lemon Peggy sectional that I originally received. Sean is amazing and truly turned what was a horrific experience into a pleasant one! Thank God he has joined their team as I can only imagine the older negative reviews are due to staff that are no longer around. In closing, West Elm please review your relationship with Furniture Metics as they are damaging your reputation and make sure you hold on to Sean Parker as he is a true asset to your company! read more

I've thought if for some time now but today was nail in coffin. This location has the most stuck up, unfriendly associates in all of retail land. Every time I go in, I enjoy looking at all the beautiful styling and each and every time it's undone by how unapproachable and preoccupied they seem. read more

This West Elm location had good customer service and nice accessories, but I have recently experienced issues with the West Elm brand in general and am sad to say that I probably won't be shopping here any more. In April I purchased two headboards and bed frames. The headboards came instantly and the bed frames were to be delivered in June . . . then July . . . then August . . . then September . . . and now no delivery date set in stone. I'm not sure if they're having an issue with their vendor who supplies the frames or not, but it would make more sense to keep all of the pieces of the bed until they're ready to deliver. Now I have found myself with two massive headboards that I can't put anywhere. I called to return them and was told that they would have to be picked up by furniture delivery and I would get a call from them in 2-3 days. That time frame passed and I checked back in. I I was told them same thing. I'm not sure if one hand doesn't know what the other is doing or if West Elm in general is on the decline, but I have been surprisingly disappointed by their customer service (or lack thereof). Again, I will say that I purchased through West Elm (in general) and not the downtown Austin location. I still plan to swing by for accessories if I need them but have learned my lesson on purchasing furniture from West Elm. Spare yourself the headache. read more

Best customer service! Jared (sp?) bent over backwards to make a happy customer out of me, and blew my mind. Out of stock on an item... he offered to have it shipped for FREE from another store to MY HOUSE. Out of stock on ANOTHER item... Discounted from $200 to $30 (seriously?!) to give me the flawless floor model without me even negotiating. Kudos, West Elm!!! I will be shopping here more often. read more

The furniture is beautiful and I'm excited about my new bed, but I was disappointed with the customer service from Cindy and Sabrina. In person, Cindy spent most of our interaction on the phone with other customers and tending to other things - but I gave her the benefit of the doubt if they were understaffed that day. She was overwhelmed and a bit scattered. On the phone the next day, however, I tried to purchase a large item with her and was curtly told "I'm busy, let me hand you off to a sales associate." Sabrina kept interrupting me and wouldn't let me ask my questions. She, too, acted like she had better ways to spend her time than tending to me. It was not the worst service experience I've ever had, but it certainly did not match the par of their furniture. read more

First visit! Lovely store. The adult version of a candy store. Lots of petty things to look at. I went there with a purpose. To see the Carlo sofa. I tried shopping online at various competitors. I'm going to buy an important piece of furniture and I need to sit on it, see it and feel it before I pay 1200 plus. Thank goodness for West Elm. They had the Carlo sofa but had it in the office. It's pretty petite. More than I realized but I fell in love with the fabric and the comfort of it. Very knowledgeable staff who took their time to go over everything. We tried different side chairs too. It wasn't overwhelming. It felt like Goldilocks trying to find the perfect chair. This is what shopping is supposed to feel like! Not scrolling through screens of flat images. Thank you Lee for helping me today navigate your stunning store. read more

I just had an $880.12 antique brass floor mirror shattered by delivery men from West Elm.  Thorough incompetence.  One was wearing a soccer slipper on one injured foot.  I asked them to put on masks; they ignored that request.  They left the boxed item on the floor in my bedroom.  I said what about the promised "white glove" service provided with the mirror?  They said they were not allowed to open the boxes.   We had to open and install it, and discovered that fully half of the mirror was shattered.  This is appx a 4ft by 8ft mirror.  I saw the delivery men drop one corner on the entry way- I'm sure this was what did it.  I will never shop at West Elm again. W.E. service personnel on the phone when I called up to complain were civil and sympathetic.  I am not complaining about them.  But they are not given enough leeway to compensate for a dissatisfied customer like myself.   My money will be returned.  W.E. needs to get straight about their so-called "white-glove" service.  I did not want these same delivery men picking up this returned shattered mirror.  I don't want them in my house again.  It's bad enough that I have to wait several days for a pick up with a shattered mirror in my bedroom. read more

My boyfriend and I moved to Austin from California and were basically starting from scratch when it came to furniture. After doing a little online browsing, we decided to step into West Elm to see some of the pieces in person. The store is beautiful and does an excellent job showcasing how homey West Elm furniture can be. We settled on a dining room set, a leather chair, and a leather ottoman. Unfortunately, none of the items we wanted were in stock. Ok, not that big a deal. Except they never called to notify us when the items arrived -- we had to keep calling. During one of those calls, the sales associate said they were really busy and asked if they could call us back but never did. We eventually just showed up at the store to see if the items and finally arrived and hooray, they had. And then we had to go through the rigmarole of trying to fit the items in our SUV only to find that they can't tie items to the top of the car for liability purposes. Lame. So we ended up paying for delivery to our house after all. We're happy with the quality of the furniture but our experience there could've been better. read more

The inside of West Elm looks just as nice as the outside view, with several pieces of beautiful furniture displayed by the windows. I came here with no intention of buying anything. But after several minutes of browsing their items, I had the urge to start grabbing things left and right. Fortunately the price tags on all the items were very expensive, causing me to put back the items. I consider West Elm to be a great place for interior design ideas; their set up is visually appealing and their items are all easy to find. Although everything looks appealing, the expensive prices definitely keep me from buying anything here. read more

This review is for the actual store and also for their customer service. My boyfriend and I just moved to Austin this summer so I was at this store at least every other day buying our living room set and decor and whatnot. The staff wasn't exactly friendly or helpful, which wasn't appreciated considering the thousands upon thousands we dropped there. THEN I buy the Bello Shag area rug and thought it was great and everything, but about 2 days later I realize my apartment is COVERED in these white hairs and fuzz, it was all from the RUG! I literally had to vacuum multiple times a day just to keep my hardwood from looking like a cat-lady's duvet cover. So the other day I finally decided I had had enough and rolled the rug up to get rid of it. I contacted customer service and asked for assistance, like a return or exchange, because the quality of the rug was literally appalling, like it was 30 years old from Goodwill, not from a high end store like West Elm. The customer service said they couldn't do anything for me except offer me 15% off a new order. Yeah, that's really helpful. You are better off going to HomeGoods, paying less, and getting a 50x better product. West Elm has failed. read more