The stuff looks great in the Catalogue that comes way too often to my house, and I must say the store didn't disappoint. I bought the Capiz shell light and the only bummer was the 3+ hours it took me and a friend to unwrap each delicate shell piece- I almost lost it and threw the whole thing out the front door, but I remembered my anger management training and took a deep breath, dropped into a downward dog pose, and soon all was right in the world. Seriously, they need to warn people about how f*@%ing long it takes to unwrap the plastic from each of those suckers. Other than that, the wow factor when the light is on is well worth the frustration. Also bought some cool, green contemporary scoop back chairs for the office- they were relatively easy for a handy challenged chick like me to assemble. The kids promptly scratched the finish though, so I wouldn't recommend them for a heavy use eating area. 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

Smooth lines, rounded curves and the simplicity of modern design. West Elm opened today, and the Austin location is every bit as big and beautiful as the Houston/Dallas locations. Tons of furniture and household accessories - modernistic yuppie heaven. The building is well designed and the space feels open and airy... Parking was easy, even during rush hour. West Elm is not cheap, but look on the bright side... the opening of this store will increase the west elm stuff on craigslist substantially! read more

Review is strictly for the customer service. My man and I walked in knowing exactly which couch we wanted to buy so we went straight to the register (which seemed to be the only way you can get someone to notice you in this store). Even with two associates standing there, right next to the busy registers, chatting and obviously seeing us, we had to wait for our turn at the register for the cashier herself to find someone to help us on the floor. Really? Does no one in that store want my 2 grand? We finally get help and I ask the associate about a sign I saw while standing at the register about a discount (maybe it was for the west elm credit card). She rudely responds with "ugh I don't know anything about that". Literally her words. Including the "ugh". What the f ever. We spend our money and leave happy only because of the sale they were having. I should have spent my money online. 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

Dear West Elm, Won't you come decorate my house for me? I adore just about all that's in your store. My home is such a bore! Your friend, Lora read more

So I say A-ok only because I have always felt that West Elm, the saddity/high-faluton sister of Pottery Barn (yes more expensive then that place) was always over priced for the quality of their product. Now don't get me wrong, their products are pretty.. but I couldn't ever spend $250 on a shelf.. an L-shape wall shelving unit. This store is well layed out, the customer service is nice, but again the pricing is what knocks it down a few stars for me. I do wish their sales/clearance area was bigger, because then that makes the products more affordable.. and worth the price. I bought a duvet cover, which is too big for my duvet.. but the quality was nice. It is much cheaper to buy their products on their website than to go in store (since the website has a huge sale area). BUT my husband was told that if for some reason they have a product in store that was an online order return, they will honor any sales/coupons that they have online. So that is always nice. I wouldn't say don't go to this store.. I am just saying have some money.. You need at least $100.00 minimum.. UNLESS your just shopping for sales items. A duvet can still run you over $100.00 ... Please take my Yelp review for it's face value and not thinking that I am bashing the store. The location is right off 5th street across from WFM.. they knew what clientele they were going for when they built this location.. Check it out, maybe you will find a steal :) read more

the building really helps slow down that intense intersection. i love how freaked out drivers are by the shine and reflection from the new store and the appearance of new walkers. the store is new, a majourity of the workers are new.. but both are NICE! so much in that store however not as big as the dallas and houston store. make sure you check out the back room! one of my favourites. read more

Let me just say this upfront... I love West Elm. My entire home is basically a (customized) West Elm catalog due, in large part, to Sabrina. Sabrina is a West Elm in-house design specialist who transformed my empty home a truly magical haven. Whenever friends come over, they always ask if it was designed professionally. I sigh, try to take some credit, and then say, 'Actually, yes.' In my home, both of my rugs, my beds, my armoire, all of my bed coverings, my couch, TV console, etc., all originated from West Elm. They're all super well made and look even better in my home than they do in the store. Speaking of the store, the downtown associates are all gracious, accommodating, well-versed in their craft, and generally awesome. I never write these reviews, but this company deserves it. Oh --- minus one (very important) detail. The fact that you all are still shipping your goods in styrofoam makes me sick to my stomach. It's non biodegradable, shows a lack of respect for the environment that gives us life, and makes an absolute mess when unpacking. Although you contribute to local communities, you take away when using this packaging. This shows that you are well behind the packaging curve; I work for Dell, and we use compostable mushroom packaging. Please reconsider your outbound packaging. read more

Really Bad, Terrible Customer Service - If I could have given a zero or -1 rating I would have. We bought a bed earlier in the year, 3 months later the bed broke. Emailed customer service on Nov. 13, heard back on Nov 23, service person out on Dec 5, declared the bed unrepairable. Have not heard back from West Elm Since. Tried Calling customer care, on hold for 30 minutes yesterday. Now on hold again. I guess we will continue to use the paint cans for bed legs for a while yet. read more

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Wow. I was kind of surprised to read all the negative reviews about the Austin West Elm store when my experience was quite the opposite. I visited the store yesterday during lunch. It is a beautiful store. I was looking for a specific new product when I met one of their salesmen, Walter. HE WAS WONDERFUL. He steered me right over to it and we both stood there and admired it and chatted. I told him I was moving back to Dallas in a month and he suggested that it would be a better idea if I waited until I got to Dallas to buy it. Shock! He also poked around in the drawers and figured out that it could be used as a media cabinet - if I decided to go that way. And he was completely honest about the delivery and setup charges that would incur if I had it delivered. After our conversation, I wandered around the store picking up a few more items. He was gracious enough to keep an eye on me and took the items from me to be stored at the front desk when I was ready. He didn't try to hard sell me their credit card but we did talk about it and it sounded like a deal to me. My experience with Walter and the West Elm Store was great. If I weren't leaving Austin, I would totally be a customer for life!! read more

Nice place top get ideas but don't expect the sales people to be that helpful unless you hunt them down. Love the clean lines and styling but not sure the wood furniture will withstand every day use as floor models have a lot of dings and look a bit shabby. Truthfully, reminds me of the quality at Target but with higher price tags. read more

I've always had a great experience at this store. Everyone who works here is super friendly and helpful. Sure it's pricey but if that's the main complaint go buy cheaply made and cheaply priced furniture from IKEA. But I don't think any of it's overpriced for the quality. All of their wood based furniture is real wood instead of the particle board "wood." The only reason I'm not giving this place 5 stars is because all of West Elm's packaging is ridiculous and contains SO MUCH styrofoam. read more

Stopped by West Elm today to take a look. Nice building... lots of modern furniture and housewares. It's nice to have an alternative to IKEA. (the savings at IKEA are not worth the hassle to me) West Elm is owned by Williams Sonoma, which also owns Pottery Barn... It doesn't feel too dissimilar... perhaps a little bit more high end and design oriented. And it's nice to not be in the Mall. They definitely have some nice pieces of furniture, and interesting deigns. Some of the prices seem a bit high... but not ridiculously overpriced. I did find the staff a bit annoying... very over the top... following you around saying things like: "That's our best selling couch" or "That's a really great desk" I suppose they are just trying to create some excitement.... but it feels a bit pushy for Austin. Also, the music was just totally wrong... really annoying loud House music? Not the place for it. Almost felt like I was in a retail clothing store... Like you're gonna rush in... smell some overpowering cheap cologne and buy a $2000 couch... and rush on out... sort of bizarre. Are they trying to be the Gap? People like to wander around a store like this... take their time and not feel pressured. The loud house music just makes you feel rushed and unwelcome. Parking was easy, but getting out of there can be quite a nightmare. You're much better off going straight, then right then looping around over by the Office Max or whatever, than trying to go left and pull out onto Lamar. Especially if you want to get to Whole Foods or head north on Lamar. read more

Terrible shopping experience just now; left the store angry and disappointed. My girlfriend and I came in to buy a lot of pieces for our new downtown apartment. Having shopped at West Elm before, we walked across the street to shop. Nobody acknowledged our presence, and we had to flag someone down multiple times for basic questions. Finally looked for a sales associate for some basic questions. A person who looked like she was a backroom stocker said she would find one. The sales associate must've gotten lost getting to the floor or something, because we were waiting there for 15 minutes, while not being offered water or even recognized. There were maybe two people shopping in the store during this entire time. We watched one lady constantly getting distracted - maybe she was the sales associate. Who knows. Finally left after the inattentive service. Go elsewhere instead. read more

Extremely bad customer service, called and tried to find out if they have my order on their hand, the guy was just throwing me words and very unprofessional and super rude. I have no idea how he can stay at work like that. I have more bad experiences but figured I should not waste any more time to talk, it's just very very bad. Too bad it is the only store in Austin, I do like the product from West Elm, so hopefully I can just buy online next time, going to the store and dealing with some bad staffs there makes my day really bad. read more

Update: When we arrived a stock employee got it sorted out quickly. Sounds like a newer staff member was taking care of it before. They had it on hand so we are glad that at least we didn't have to wait for a re-ship or anything like that. Stock manager was nice and helpful. Upgrade from 1 to 2 stars, thanks to this one guy. This review is about this specific store, not the West Elm brand, and particularly it's furniture pick-up service. If you are on the fence between ordering online and getting home delivery vs ship to store, I highly recommend delivery. My husband and I ordered a bed through the store. First off, they never called us to notify us when it arrived (you get no tracking info when you go through store, only a time estimate). So we called them 6 weeks after our order and that's how we found out, and it had been sitting there for over a week. We rented a truck to pick up the bed yesterday, and came in 3 boxes. One of the boxes turned out to be for the completely wrong bed. We called early this morning to sort it all out and they told us they would call back because they were busy at the moment. Two hours later, no return call so we called them again. Again they said they had to call us back. Then a half an hour later they called us, but only to say that they still haven't figured it out. We are about to head there now to take back the wrong box and see if our being there in person will get them to finally follow through on the matter. read more

West Elm has a lot of nice furnishings, and their prices are pretty good (including delivery charges). There's not much here that really makes them stand out among similar stores (e.g. Create & Barrel, Pier One), except that West Elm has a much better website than the others. Unfortunately, most of the items I wanted to buy were on back-order, so I'm stuck waiting a couple months for them to be delivered. read more

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This review is specifically for Cindy, the Operations Manager at the downtown location. My fiancé and I purchased a Parker dining table back in late August 2014 and besides using it to host our first Thanksgiving, it got very little use. Despite that, six months later the veneer began rubbing off where our chairs pushed in and it was clear the quality of the veneer finish was subpar. We went into the downtown West Elm store to see what our options were for a refund/exchange and were reminded that West Elm has a 30 day return policy and we were well outside of that window. This is when Cindy got involved and said she would see what she could do. Long story short, she was able to do an exchange for us, even though they definitely did't have to per the company return policy. We told her we really didn't want another of the same table since it was likely to have the same problem, so we selected the Jensen dining table with a tempered glass top (no veneer!) and Cindy quickly ordered one for us and even price adjusted the 51 cent difference in price so that the exchange would be seamless and we wouldn't have to pay the difference. I can't sing Cindy's praises enough; she is amazing and definitely knows what good customer service is all about. She listened to our concerns, was understanding and very helpful. She went above and beyond to work out all the details so that we could have a dining table we were happy with. Had we had a different experience with this transaction, we likely wouldn't have continued shopping there, but Cindy really made us feel like our concerns were important and would be addressed. If you ever have any issues at all, just ask for Cindy, she'll figure it out. Thanks again, Cindy, for all of your help!!! read more

I've had the same experiences as several of the 1-star reviews so no need to rehash, but last year my experience was worth sharing. I agree that the furniture here is cheap and doesn't hold up, so lower your expectations, wait for a sale (there is always a sale) and spend your money on accent pieces and items you expect to replace in a few years. Also, check out the WE outlet in San Marcos. The store is surprisingly large, less crowded on weekends, and the staff is much nicer. I wanted to buy the WE Roar + Rabbit swivel chair in steel blue, but on the day I decided to buy it, it was gone from their website. Not one to give up easily, I called to see if they could find it for me. Enter the "designer" who haughtily informed me that he had been with the company for four + years and the chair never came in that color. I'm old and tired and don't care to do battle with some dumb sales clerk over a chair, so I thanked him, hung up, and checked their website every few days to see if the chair showed back up. Guess what? It's now sitting in my bedroom. read more

I received the most amazing service from West Elm today! Cindy a manager there is awesome to work with. The store was bustling as it was "dog party" day and everyone working was so nice and calm and made sure all my questions were answered even on a busy day. On top of that - everything in the store is lovely! My experience with Cindy was hands down some of THE BEST customer service I have ever received. That alone will keep me going back! read more

west elm - Bedding - Furniture Stores Near Me - Austin, Texas

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Complete nightmare. This store should just close all special ordering services - sell what they have left in the store...and call 'er done. Customer service is not equipped and their protocols are super shady when it comes to charging your credit card over and over again, refusing to put you on a call with a Lead Customer Service rep for any factual information, and not doing anything in the way of compensating their lack of communication with the end customer. Never again. read more

Goodness, what can I say! They helped me furnish and decorate my new space. The first lady I spoke with was not as kind or helpful but Jen (I think that was her name) came right in and made it allright allright allright. Thanks again, I love the grey and pink with white accents. read more

***MUST READ to rectify the negative reviews / Recommendation for Sabrina Consolascio*** First all, I rarely write reviews, but looking at the rating of West Elm and some of the negative reviews on here... I couldn't help try to rectify what is simply habitual tic tac complaining and feedback for improvement. Most importantly, the value service that is very intuitive and easy to make a decision to ensure fitment, design, and style. I have lived by West Elm for years and only seen it via walking by. However, we walked in just to see the type of furniture was there... Sabrina's immediately helped out my wife... knowledge of interior design, and A HUGE HELP with a very awkward lay out. We decided to cancel our pending order with a previous furniture store due Sabrina's service, in conjunction to the intuitive customizable program that help us visualize the lay out and how everything would fit. She was VERY patient with us as it was simply an awkward layout combined with looking for the EXACT furniture that really made the new condo feel like home. She even went as far as providing us with a measuring tape to go over to the condo to get EXACT measurements of every wall, window, etc... to ensure that the furniture fit exactly to desire. On top of that, we have a new born puppy and smaller dog that needed attention frequently during this long process, she welcomed them to the store and enjoyed the dog's company! I would indefinitely recommended Sabrina over at West Elm, as well as West Elm as a corporate organization. read more

The store front is nice. The actual items are moderately nice, too, with some pieces a bit too highly priced. But the time it takes to get the items you actually buy is ridiculous. Normal, non-personalized sofas take approximately three weeks to receive at the store; personalized sofas can take up to eight weeks! That's a sixth of the year! Further, there are very few large pieces you can buy without having to wait an extensive amount of time. Oh: and absolutely no buying showroom floor items. Don't buy your furniture here if you like immediate, or even latent weekly gratification for your spent money. read more

I had a great experience shopping for new bedding at West Elm. Lee helped me find what I was looking for, made great suggestions regarding color & pattern, and got me out of there quickly! I highly recommend shopping at West Elm. Elena was also very friendly and welcoming and together they made the experience pleasant, noteworthy, and memorable. Thanks guys!! read more

west elm - My new bedding from West Elm. - Furniture Stores Near Me - Austin, Texas

I had an amazing experience in the store today! I was lucky enough to be placed with Lisa a design specialist who genuinely cares about helping people. I needed a completely new bedding set and she cared enough to ask me questions about my specific needs, help me design an entire concept and even selected sale items for me to incorporate. Lisa was very helpful, knowledgeable and honest about the items in store and went out of her way to make sure I was a happy and satisfied customer. I will definitely be shopping here with her again. read more

"Wow".. was my immediate response when the 20 something sales clerk said I couldn't look at the $800 area rug I found on line. To be certain I called the downtown Austin store to see if it was in stock, before fighting the mighty Austin traffic to work my way downtown. I showed her a pic of the rug in question. She said " its in the back wrapped up, we can't unwrap to show it to you, otherwise it is a final sale". Again.."wow!" So let me get this straight. West Elm produces a high design, low quality product, gives it an overpriced sales tag... then says you can't see it, touch it...etc. Sounds like a great business model. I'm out! Please consider/research the quality of the furniture here, before you buy. read more

I love the design style of this store. I have been shopping their products online for a couple of years but this was one of my first visits to a store. They seemed overstaffed last night - every corner I turned someone was talking to me about their products. But, they were at least very friendly and not at all pushy. I only wish everything was not so expensive. Then, I would buy pretty much everything! But, if you're looking for well made modern furniture they have a great selection and helpful staff. read more

Terrible customer service. When we went in, we were incredibly pressured to buy from the sales team, even though it was cheaper to order online. Just called and the woman who answered said, "please hold," to my inquiry and said she'd finish up with another customer and get back to me. 23 minutes later I was still on hold. Shame on you West Elm Austin. You are losing customers who are eager to buy. read more

This West Elm location is one of the busiest in the country -- no joke, they are ALWAYS busy -- but they make it a priority to provide amazing customer service with every interaction. I am a regular customer and have worked with multiple salespeople and managers, and they are all 100% committed to an extraordinary customer experience. Parking is easy with the attached parking garage, and be sure to check out the sale section in the back corner! Always great deals to be found :) read more

I just moved to Austin and needed a new media console. I found the perfect one at West Elm and chose the "In Home/White Glove" delivery service. I was initially very wary about the delivery. I read so many horror stories and knew that West Elm had no control on delivery quality (since they hire 3rd party companies). However, I must say that the delivery service was great! The delivery guys were on time, very friendly, efficient, and courteous. Finally, it was pouring rain on delivery day and they went out of their way to make sure the furniture was covered and that I didn't have to go outside. I'm really hoping my good experience wasn't a fluke! read more

This place redeemed itself when Rico helped me over the phone and had some charisma, engagement and interest in my call. He made a return easy for me that could have been a big hassle and did it pleasantly. Thank you, Rico! If only the people your store hired were all as pleasant as you! read more

My wife and I are new to the Austin area and were looking to quickly design and fill our home with some great furniture. We had the great fortune of working with Sabrina, who was able to quickly understand what our home was like, our desired aesthetic and preferences and push us in all the right directions. We are looking forward to working more with her in the future. read more

I've never been treated this way by a company. I bought a couch from West Elm because of the 0% interest promotion. I had the option of choosing reward points or 0% interest. You have to manually click on one promotion or the other. After choosing the 0% interest and purchasing the couch I set my credit card to auto pay $400 a month towards the balance. It was a couple of months before I realized I was being charged interest. I called and they said I didn't have this promotion. They checked and I didn't receive reward points either. This is actually impossible because you have to choose one or the other. I received neither --which has to have been a computer glitch?! I protested and it took a good couple of months for them to investigate and they ended up still denying my promotion and taking no responsibility. In the meantime I kept accruing interest. Couch ended up costing me $400 more- wish I had bought elsewhere. read more

West Elm's customer service call-line is TERRIBLE, but the West Elm Austin Store saves the day! My livingroom, kitchen, and bedroom are all West Elm. I've always been a fan of the store, so much so that got the credit card. So imagine my surprise when I was treated poorly by West Elm's customer service team. I purchased 2 light fixtures back in August in hopes to have them installed before a dinner I am hosting in coordination with my wedding. The fixtures were back ordered to 2 days before the big event. I called immediately (early August) and was guaranteed by the customer service person that they would be in on the date (2 days before the event). THEN I found out, not through a notification, but by accidentally clicking on the email order confirmation that the same light fixtures were again push backed to be delivered in mid-October, 2 weeks after the event I wanted to have them installed for. I called the customer service line and they couldn't care less about my concerns with the light fixtures. Also they didn't have any record of my previous calls, or my report that only part of one of the fixtures arrived and the rest was not received. After spending 20 minutes on the phone asking for a manager/ supervisor I was told the fixtures were back ordered and that was it. There was nothing they could do and I could return the parts I did receive and get my money back. LAME! The customer service manager could literally care less about the 2 MONTH DELAY IN RECEIVING THE LIGHT FIXTURES. At this point I was completely done with West Elm. I went and posted a complaint online with a pre-written response that in no way addressed the dilemma caused by the poor coordination. I decided to forward my correspondence with customer service to Rico Hernandez, the manager of the West Elm Austin Store. He has helped me previously with purchases and has always been very friendly and competent. Rico, not only got back to me within 24-hours he also started searching for the items in his own store and other stores within the region. And my suspicion is he also did this on his day off, to add merit to his efforts. We are still in the process of trying to get all the pieces of the chandelier and pendants together for the big event, but I literally can't tell you how much Ricos' efforts have restored my loyalty to West Elm. First, he actually read my complaint message (which customer service did not). He then showed he cared, took action and communicated with me in a very timely manner. I highly recommend a promotion/ raise/ recognition of Rico's hard work. I am sure I'm not the only one to benefit from his great management skills, kindness and concern. I will stay a West Elm customer as long as Rico is at the Austin store. I greatly appreciate him and his efforts! read more

Rico at West Elm in Austin=THE BEST! West Elm is often our go-to source when making design selections for our interior design clients. The style & quality are superb and we typically have a high level of confidence when suggesting products from West Elm. Sometimes though, the deliveries and lead times don't go as planned and this was the case with an order for 2 rugs for a client who wanted them "yesterday". Although a national customer support issue & completely out of the hands of the local store, Rico stepped in and assisted us with the matter. His calm, kind manner matched with his competence and follow-up helped us find a viable solution and ensure our client that their order mattered and wasn't forgotten or lost in the shuffle. Thank you Rico, we will see you soon! Rita Lopez & Debbie Campsmith- Tarragona Designs read more

I'm so pissed at West Elm right now (I think they're affiliated with Pottery Barn). I don't normally rant on here but I don't want anyone else to have problems with them as well. I've been trying to order off their wedding registry and I get an error each time I've tried. It does get through the payment process and then errors out. So originally I had done it through paypal and they said there's a charge but it doesn't charge until it ships. Since the order didn't go through I wasn't worried about it. I contacted customer service and they said try again. I did and still got an error. I thought maybe it was a paypal issue so I used my card. Now I have 2 charges on my cc and still no order. I called them and they said they can't do anything about it because I don't have an order number. AARRRGGG! read more

I have to give a BIG shout out to Lisa! My wife and were looking to round out our Gold Flatware 5 piece setting. West Elm changed the design. Lisa went above and beyond and started calling other stores!!! She found 3 old sets, which also just happened to be 75% OFF! We truly appreciate those who go above and beyond to provide excellent customer service! Cheers to you, Lisa! read more