Delivery
Yes
west elm in Austin
Categories
Location on the map
Austin, Travis County, Texas, US
Service options
In-store pick-up
Yes
In-store shopping
Yes
Health and safety
Safety dividers at checkout
Yes
Accessibility
Wheelchair-accessible car park
Yes
Wheelchair-accessible entrance
Yes
Offerings
Assembly service
Yes
Payments
Debit cards
Yes
NFC mobile payments
Yes
Credit cards
Yes
Phone: +1 512-320-5415
Site: https://www.westelm.com/stores/u...
Site: https://www.westelm.com/stores/u...
Opening hours
- Monday:10AM–8PM
- Tuesday:10AM–8PM
- Wednesday:10AM–8PM
- Thursday:10AM–8PM
- Friday:10AM–8PM
- Saturday:10AM–8PM
- Sunday:11AM–7PM
west elm in other cities:
Comments (163)
Ive been in Customer Support for 20+ Years including 15 years at Salesforce. In that time I had the fortune to help build not only Customer Support software but work with the worlds largest companies designing the future of Service. This weekend I experienced what bad looks like. We spent over $1500.00 on 4 West Elm pieces. We only needed 3 and attempted to return 1. They rejected at the physical store and with a call to customer service. They sell this in a set of 4 as well as individually. So West Elm elected....deliberately to not listen or have any empathy. As consumers we have a powerful choice of the brands we trust. West Elm is not to be trusted. The photo below is what we purchased. This family of brands needs help!
Bad shopping experience, you place an order and you have to keep checking the website for updates. Once your order moves to ready to schedule, you won’t get a notification or email or any update, it’s your job to make sure you check the website and call the customer service line which will you keep you on hold forever and schedule your delivery. They notified me that they had a shipping issue and order needs to be placed again, waste of an entire month of time.I’m never shopping here again.
Seemingly larger than some of the other West Elm stores I have been to, but they have almost nothing in stock for you to take home - so if you are looking for something right now, you will likely need to go elsewhere.
Very busy location. It’s a little bit hard to find a staff to help you. But they always has great decorations at their store. You can find tons of ideas for your house. Sometimes you can find a good price for clearance. But if want to find a really great price, I suggest you can go to their outlet at San Macros.
The last time I ever shop at West Elm!! Absolutely HEINOUS customer service. We ordered some bed frames in early October at the Austin store. Scheduled delivery in late November (the beds were ready!). A day before the delivery, on December 20th, they casually called to mention only one bed would be delivered. Nobody knew where the other bed was. This went on for days with multiple calls to customer service! I’m 99% sure my bed was given to someone else but they won’t admit it. Anyway, it’s now Christmas Day and I’ve still heard nothing but saw they’ve initiated a return!! Are you kidding me? A return/refund isn’t good enough! They’ve ruined our holiday and wasted 2.5 months of our time! That bed frame was meant for my 80-year old father that’s visiting for Christmas. We’re now forced to find an alternative with very few options in the remote mountains of Colorado. The customer care agents don’t care! Nobody is accountable at West Elm. I will NEVER shop here again.
Before we went, I was puzzled as to why they had such poor reviews. After shopping there, I understand why.Prices are fine. Where they get you is the shipping. They wanted to charge us $350 for shipping a table and chairs. Also, we would have to wait 6 to 11 weeks to get everything. What a bad deal.For context - star furniture only charges us $139 for a sectional couch, master bed frame + boards, and a night table.The staff weren’t very helpful about the shipping. It was a “too bad, can’t help you - either accept it or leave” attitude. Guess what happened? We left.We ended up going with another store that had a better table and chairs (that cost $500 less) and they only charged $100 for shipping.My point? You have better options. Avoid this store and go somewhere better.
The attendant was very pushy to order a sofa through her in the store when I made it clear that I needed more time to make a decision on the type of cloth and style of sofa I wanted. Additionally, I wanted to purchase it online because I’m a millennial and need to see all my options before making a large purchase like this!I’m posting this review now, but my stated experience is from August 2021. Didn’t return again
I bought a nice looking wood framed bed with slats for mattress support for a guest room. Starting having problems with the slats breaking. Two broke and I contacted the company to get them replaced and they said they would. After waiting a long time they then said that after all that is considered normal wear and tear. What? The bed was about two years old and was hardly used by my guests. So much for Modern, Original Designs Shop Furniture Thats Built To Last. Unbelievable that they would treat their customers this way. Never again will I buy from West Elm.
Always worst customer service from this location, but I loved products from West Elm so still purchased my furniture, rugs, etc. from the store. Until recently I bought a huge round mirror and found hardware 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 Lowes to get the hardware by myself :)
Bought a custom sleeper sofa from West Elm in June! Even though we had to wait- West Elm was able to get it to me just in time for my guests to arrive. Thank you for my beautiful sleeper sofa and helping me to accommodate my guests! Maria in shipping went above!
This is one of the worst companies I have ever shopped from. Their employees hate customers and hate to help anyone with anything. They also make you wait around for hours and dont even offer to let you go home and receive a call back. I waited approximately 2 hours to do a return and then they couldnt even figure out how to return it after 2 hours and they were extremely rude about the whole thing. It is a sad massive corporation with no soul. I have not had only one bad experience there, but 4 separate horrible customer service experiences there when all I was trying to do was either purchase something or return something. I think their employees must hate working there so much that they just take it out on their customers. I shopped there for years but after the last experience with their horrible customer service, I will never shop there again.
Furnished a new house with furnitures across Crate and Barrel, CB2 and West elm back in MAY’21.West elm is the only brand that is not able to provide a proactive and accurate update. We’re still waiting on the last piece of our order 5 months later.The store representative just keeps repeating they the escalation team will get back to me, but just don’t. Do yourself a favor and buy from another store.
I ordered a custom sofa and ended up having a snafu after it was delivered, I contacted West Elm anticipating a “nothing we can do” response. Within 3 days West Elm informed me they would be replacing the entire sofa with a new one!!! Of course it was custom and so it would take another 12 weeks (which I anticipated being longer due to all the material shortages). Less than 12 weeks later drivers just delivered the new sofa and I couldn’t be happier!!! It’s better than the one I had before- I’m so grateful and impressed that such a large company like West Elm actually LISTENED to my concerns and humbly agreed it didn’t meet their standards either!!!!! Things happen- it’s normal, but the fact that they stood by their quality and name and made it right is beyond- I completely LOVE WEST ELM...Almost as much as my new sofa!!
I ordered a harmony leather couch on March 28th 2021. My estimated arrival dates at purchase were June 28th-July 12th. Today is August 26th 2021 and I still dont have the couch. They charged me $8k for the couch on July 27th. I paid in full for something I still dont have. When I speak to customer service or the warehouse they say they are trying to locate a piece of the couch. It has been over a month of them telling my husband and I that they cant locate a piece of our couch. I dont understand how they are able to run a business like this. My twin sister had a similar experience at Pottery Barn with her kids bunk beds. I will never order anything from this company again or any of its sister companies.
The majority of people leaving reviews here dont seem to grasp the difference between a corporation and an individual store. Went here yesterday to pick up a gift for a friends house warming. I didnt get his name but the dude with the blue hair was super helpful and kind. Everyone seemed friendly. Ive ordered stuff from here before and picked up with no issue. I love their flax linen sheets.
Poor shipping,delivery, and Quality .We purchased a bench and it was delivered damaged and we did not accept it and waited for a replacement to be delivered. We told ourselves this sometimes happens and no worries. The replacement bench was also delivered damaged and was not accepted by us and had to wait for another replacement bench. The final replacement bench was delivered and was not damaged, thankfully. We decided to order a second bench for the table. That new bench was delivered today and...it, too, was damaged. We now have to wait again for a replacement bench again. Two separate orders and 3 replacement later we are still waiting on a bench. We also purchased a bed frame. It was delivered after 4 month wait and it was missing key parts like the hardware for assembly and the center beam. We had to wait an additional 4 weeks for the missing parts and a bit longer for the center beam which should be, hopefully, delivered early next week. Luckily, we will not be replacing these pieces of furniture anytime soon, but when we do, we most likely will purchase from another company.Update. West Elm had no order update on replacement. Once I notified and clear things up we will be getting our bench in FEBRUARY. Never again. If I could give a negative 5stars I would.
I had the worst experience with west elm, after waiting for 5 months they couldnt deliver my furniture blaming their vendors, I ended up canceling the order, what a waste of time.
Called out of state to have an item shipped that this store had in stock that otherwise would have been a 3 month wait to get online. I called a couple times to find item/place on hold and then to pay for and both times I called I believe I spoke to a different person, but wouldnt know bc they didnt introduce themselves on the phone. Neither time was the person overly friendly or seemed happy to be answering the phone in the first place. Then the person who finally rung me up was also not friendly at all. I asked if the item was new and not damaged for sure (as I have come to learn 1 out of every 5 items is flawed or damaged from WE) and her response was its in the box....ok?!?! So heres hoping when it arrives its not damaged and I didnt waste my time for nothing. Item was supposed to be shipped out on Saturday and still hasnt been shipped and they charge $17 for a table lamp to be shipped. I wish WSG wouldnt charge for shipping when they have zero inventory of certain items in their stores and leaves you no choice but to find from another store in the country.
This store just lost an order of $10k from us. I purchased different items from them two days ago, and two shams I bought were not the right color. These two shams were on sale and not returnable however I just wanted to exchange them for a different color which by the way were more expensive. I spoke to one of the managers and she immediately said without any empathy the items were not returnable so I couldn’t return them, I told her I wanted to exchange them, not return them, admitting it was my fault for choosing the wrong color, and this manager with a very condescending tone said “we are not taking these items back”. I honestly didn’t make a big deal, but I still didn’t appreciate her tone and her lack on of empathy to possibly find a different solution. I did mention however that we have bought a tone of stuff from them, and she said “I’ll get that but we are not taking these back”…. Almost everyone at this store that we have worked with in the past is super friendly and helpful, this manager is certainly not the case and she is the reason why we will not move forward with our next purchase. By the way, no where on their receipts it says these items couldn’t be exchanged. Disappointing.
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.
Visited this location twice now. The expectation was to purchase a large sectional for our new home.The first time:We’d been keeping an eye on an urban sectional online and we finally had the time to go in and view the one in display. We went thinking that someone would answer our questions, and expecting to walk outta there, confident with our purchase (as this is our first west elm purchase). Sadly, in our 45 mins of walking around and trying to get an employees attention, no one noticed us. No one asked how we were doing. No one asked if they could help. We left disappointed however, we gave them the benefit of the doubt and said they’re probably very busy with other customers.Two weeks later I decide to make a design consultation hoping that this would be the best approach to have a conversation with an employee and having their professional opinion in our purchase. When we arrived, I was told our person would be Lee. Lee was busy with other customers so we worked with someone else. I was severely disappointed with the overall experience. The person we ended up with didn’t express any genuine opinions on the fabric selection. We showed her our color scheme of the open space and even reassured her the reason we came is to not only select a fabric and purchase but also open to receive feedback/ opinion. We even asked her about pros and cons of fabric and didn’t really provide any solid facts other than “the dark colors won’t show stains” ( well duh). And then once we asked for swatches she said “oh this is a performance fabric.” Which we asked, what’s that? She said the fabric is good for not taking in so many stains. In my mind I’m like, great, would’ve nice to know this BEFORE we just started picking up dark colored fabric And when we asked about the fabric details. When we asked for more swatches, she seemed rushed and eager to stop talking to us. We wound up taking up the swatches and walking out of there to make the purchase another time.In conclusion, as this is my first purchase with west elm, and that I’m looking to spend a hefty amount on a sectional, I don’t really feel I received the customer service I was expecting to receive. Kinda iffy now on the purchase as the two visits to this location left a bad taste in my mouth. Maybe they’re more catered to people who are looking to purchase beaucoups of items to furnish an entire house and would rather not waste time on helping someone select the right fabrics and size of a sectional? I get that, but it’s not cool to turn your back and dismiss people like me.TLDR: this location sucks.
If you’re looking to waste time and be told “I don’t know” a lot by a gum popping service rep then this is the place for you. Attempted to buy a lamp and broke up a gossip session by asking if certain products were in stock to be met with a dazed look of confusion and sheer repulsion that I was asking to buy something. All the staff was behind the counter gossiping about a coworker while customers roamed in and out of the store. We ended up just giving up trying to communicate what purchasing a product is and left.
I love my west elm furniture but I have to say I will never be purchasing from them again. The leg on an $800 dollar chair that barely gets sat in broke in half last night after a year and 2 weeks. I am out of the year window, I get that and I will pay for a replacement leg but after an hour on the phone and 4 different transfers they tell me the part is unavailable right now with no estimate of when it will become available. When I asked to speak to a supervisor or management I was put on hold another 20 minutes only for them to tell me I cannot speak to any supervisors at this time. If the chair is still available for purchase on your website (and they are built to order, I know because I waited months to get them originally), you should be able to send me a part today or at least have an estimate. For a chair this expensive to break after one year and then be met with that kind of costumer service I have to say I will never be using west elm or their partners again.
I went to the showroom to check out a few possible options for a new sofa. The sofa I found I liked most was not marked and had no information. I was in the showroom for about a half hour and unable to get anyones attention or help. The floor staff at the showroom do not live up to the brands standard. I am excited frankly to spend a few grand on a nice new sofa but certainly wont be doing it here. (The furniture is all nice and Id like to buy the sofa I found if I could justify the TJ Max like service experience).
The first time I ordered a media console from here, they had to return it upon delivery because they didn’t have the correct parts so it took another 3 weeks- 1 month to get it again. The second time they delivered it, the piece was damaged with cracks and I was not going to do another return for a second time, all they would do is give a $100. I paid over $1,000 for this item and they charge ridiculous amounts of money for their pieces, and then they don’t even correctly take care of their furniture. I will not shop here again.
**Update- their delivery customer service did their best at correcting all the issues. While it was a painful process, I am happy with the final product and their desire to get it right. Because of that, their rating went up from 2 to 4 starts**The store and the employees were great but the delivery service is awful. They just called to delay our delivery for the THIRD time. My husband has taken the day off and moved our master bedroom furniture out of the room and moved it back in twice!
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!!!
Terrible Terrible service. Made my first mistake purchasing a couch from them took 3 additional months to deliver. Now made a mistake with a pendant, after hanging in the ceiling, customer service decided that it will take another 1.5 month to deliver the item!!! Nothing better than a half complete item hanging from your ceiling. Customer service keeps telling me that a supervisor will call me tomorrow, today im on day 6 still waiting for a supervisor but apparently you cannot get transferred to them. For the price you pay, theres much better furniture stores out there.A quick update: Day 8 and they keep saying they will have someone contact me. Its getting sad at this point honestly. What a company.When I insisted on speaking with a supervisor, they said they can only wait 5 min on hold PER POLICY and if not they have to do a call back. Im glad they have policy in place. I mean without their policies, what would we, It will be a total mess. But, yes this time I was assured they will call me back. More to come next week!
Stay away from this company.We bought a bed frame from west elm. After waiting for 2 months for delivery, the frame got delivered. Only without all the parts. And absolutely no instructions.Apparently the delivery company was also supposed to assemble the bed for us. They never did. Just delivered of the bed in the foyer and went away.Now the customer support wants 5-7 business days to just get someone to talk to us about the missing parts while we sleep on the floor?Rediculous!West elm is the proof that spending more money doesnt always mean great quality. This furniture company should rename themselves to Waste Elm.
I ordered a custom bed in February. I have come to find out it is shipping internationally even though no where on the web site does it say this. They have taken my money yet the bed is not even in LA yet! Suppose to be here by 7/23-they can not guarantee. Very unhelpful-just talk round and round with no definitive answer. Last time I order from West Elm. Frustrating!
I love this store and their home decor, however was seriously disappointed and upset when I stopped in on Saturday afternoon and there were SO MANY people in there! Too many people in there. No one that we could see counting or even advising customers to keep safe distance. My friend was ready to spend 3-4k in new furnishings, but we were both so concerned about the stores lack of effort or concern for customer and staff safety that we left after 15-20 minutes of trying to work around the crowds. My friend then called to ask why they werent taking appropriate precautions, or even minimal precautions considering the alarming spike in Covid-19 cases locally, and she got the run around and that there was someone counting. Unless there was someone in back watching a camera, we saw no one, certainly not even enough employees to help customers.
Review primarily based on customer service. When you are able to find an employee to assist you, most are very helpful and knowledgeable. Deducted one star for how long it took to get assisted, and that we had to flag someone down rather than be offered assistance. Also a bit frustrating to have to stand at their desk to place an order, rather than being able to place an order on the floor via iPad. I’m sure there is some reason for that, but for anyone with mobility issues could be similarly exhausted by the experience.
**1YR+ UPDATE: couch not holding up well. Cushions are cheaply made, sometimes crunchy (?), and lost shape quickly. Couch also sags in the middle with a clear V. I bit the bullet and finally bought a proper couch from a “real” furniture store. The sales associate there actually laughed when I mentioned West Elm furniture. Apparently their quality is well known in the industry, wish I had known earlier.*UPDATE the couch arrived end of January, almost three solid months later.Two gripes about their service.First, dont get the West Elm card-- its predatory with awful customer service support. A fraudulent charge inquiry took hours to process because of the confusing automated system and poorly trained customer service reps (who kept escalating the problem to the wrong department). It took months for the charge to be taken out, all the while WE kept trying to collect ridiculous late fees on it. Dont fall for their perks, its just not worth it.Second, WE has major supply chain management problems and just wont admit it/sometimes lies about it. I ordered furniture in early November with a delivery date in mid December. The date kept getting pushed back without any notification, and with every phone inquiry the store will only say something vague like there is a delay in shipping. If you call on a different day the reason changes, hmm. I get the feeling that the employees are stressed out fielding all these problematic inquiries, which must happen a lot.Just look at the other reviews. We all seem to have the same problem. This store focuses too much on marketing and pretty showrooms and not enough on what matters.
Went in around 4th of July (2018) to look at some furniture for our new home.We had to wait a bit for some staff help as they were very, very busy. To be fair, I dont really have a problem with this, its a busy store, its going to happen. Theres plenty of stuff to go look around at while you wait, and if you go mention youre there and need help, guess what, when theyre free they come help!We ended up buying an entire bedroom suite, price was more than reasonable before the holiday sale was added onto it (roughly 20%). The big thing that drew us in was the solid wood construction, and the high build quality for the price range. As a result we had a good feeling that what we got, would last us into the future.The customer service during the transaction was spot on, Rico helped us through every step, made suggestions, and took nearly 70 minutes out of his day to get us all squared away. Not bad for a walk in off the street with a rough idea of what they wanted!The only downside was several items were out of stock at the time, and weve been waiting for them going on almost 2 months now. It happens, not a huge deal, and they were up front about it.The only reason this isnt a total 5 star review is after purchasing our card was charged an additional amount a few days later (shipping), then refunded a larger amount the next day after, and then finally being charged again a few weeks later, and finally again just the other day. The customer support AFTER the fact in helping figure out what the heck was going on was not exactly the best. Sadly its still being worked on.
I spent hours and hours on hold and on the phone trying to get information about my order. After multiple phone calls, and many emails to any address I could find, someone finally got back to me (6 weeks after order placed) and told me they were canceling my order because of a fabric issue.The whole system is dishonest.Ill be so happy to never shop at West Elm ever again.
I bought a quilt from West Elm and within 2 months the threads started coming out, leaving white cotton balls all over the entire sheet
Had I been able to go into the store or treated with a hint of respect maybe they would get 3 stars. I personally feel that since Im rather successful but dont try to appear so (long hair, unmaintained beard, plain clothes) , they paid no attention to me. I had no mask, was planning on asking them for one as I did not plan on shopping for furniture when I left the house. I stood outside the locked door for 3 minutes in the heat watching people inside figured maybe they were busy. As soon as a pretty blonde lady walked up with her Gucci purse with the dog in it, mask on they promply opened the door for her and apprently I was invisible, she did not acknowledge me which makes it hard for me to even order the bedframe I wanted online because I feel this company hires people along that same wavelength. He doesnt look like hes going to spend $2,999 on a bedframe so dont open the door well make your dreams a reality with that attitude
Does anyone even work here? I have tried twice to schedule a design appointment.First time we received a confirmation for our time but never got the Zoom link. We called and they said our Zoom is broken and when we asked for another time that day they somehow knew their Zoom would be broken all day and they would reach out. No further communication was received.Second attempt for a design appointment two weeks later they never even sent the appointment confirmation. This store gives a bad name for the West Elm brand.
Worst customer service ever. God help you if they send you a faulty screw in the hardware kit. First they will take weeks to respond to your request then they will just tell you to go buy one yourself without even giving specifics stats so you can do just that. Any half way decent company would just send you a new hardware kit no questions asked. Not to mention the furniture will be banged up when it arrives.
Its West elm, the products are what youd expect - not amazing quality but nice style at high prices (for the materials).This location had a decent selection of both furniture and linens to view and has the Casper mattresses to test. Its well laid out and easy to navigate.That said, the place was also a bit messy with items strewn about on the floors and walkways blocked off with random inventory in piles. We also spent a decent amount of time browsing without once being approached by a sales staff or being offered assistance. Very different experience compared to crate and barrel or restoration hardware...
The quality of their sectional is extremely poor for the price. The cushions wore out within a year, and the delivery of ~8 weeks isnt great either. Was disappointing. The swivel chair and folding dining table were good though. Their designs are nice, but theyre priced too high for the quality they provide.
Went into the austin store on July 13th ready to buy living room and bedroom furniture. While perusing fabrics for sofas we were reprimanded by a very rude young man that we were not allowed to touch the fabrics. There were no signs anywhere saying not to touch, and we simply misunderstood. I understand and appreciate that extra precautions are needed due to COVID-19, however we could have been informed in a kinder less berating manner. Its also very difficult to purchase a sofa without touching the items. This treatment does not seem in line with West Elms values and i am a very disappointed customer.
Very disappointed about the quality of the couches they sell. I bought mine no more than 2 years ago and one of the cushions is already ripping. We barely seat on the couch and we don’t have kids. I’ve read so many reviews about the quality of their couches and I wish I’ve read them before I made my order. Too expensive for the quality.
Cesar provides excellent design services. He is so friendly, knowledgable, and gives his honest feedback on the best choices to suit your needs. I was overwhelmed with furnishing my new apartment - Cesars advice and selections made sense and put me at ease. He told me what will work and what will not work in my space. I highly recommend Cesar to help with any design decisions. He will steer you in the right direction. He also speaks Spanish which is a huge plus.
The staff in west elm are great this review only reflects the overall experience after purchasing....I purchased the Anton bed from west elm on October 7th. They said it would be about two weeks for the bed to arrive. It’s now December 9th and still no bed. The said it was damaged so canceled delivery during October. I then scheduled it for November and that was cancelled by them again because the bed didn’t have slats. I called again today to inquire about the bed and they said they should be getting slats soon and will be in touch. You cant make this stuff up!
Run away as fast as possible! If you ever have to get any help or customer support, or delivery, good luck. We ordered a bed with a promised 4-6 week delivery, 12 weeks later it showed up at our house missing two of the legs. Good luck getting anybody to take ownership of the issue.The store itself hung up on us multiple times, directed us to contact some logistics center in Arlington (really, isnt that your job West Elm?)...Bottom line is we are now the proud owners of a partial bed. Never again will I buy from West Elm, they put a lot of effort into their showroom but abandon the customer once they have their money and they lie through their teeth about delivery times.
Terrible customer service at the 5th store. We have purchased many pieces of furniture there and on this particular time we couldnt see the 2 lamps right next to each other when we bought them so when my husband took them home the shades were completely different colors. We went back the same day in the afternoon and were told those were final purchase and wouldnt be able to return them, however nobody told us that they were a final sale in the morning. The afternoon manager was extremely rude - Rico- and got loud and blamed us for not looking at the product instead of understanding what we were telling him. Definitely not looking forward to going back to be yelled at there.
The store is okay... typical retail. The delivery and set-up of purchased furniture was terrible. We purchased a queen sized bed, two side tables and a floor lamp. The crew showed up without the right slats for the bed and told me they would not assemble the floor lamp ($699). I picked up the side tables myself. The next crew came the next day with the right slats but told me that they should not be screwed into the frame because it splits the slats. They had promised to assemble the lamp, but again, declined to do so when I asked them to. Then I tried to make the bed and the slats all fell on the floor. GRRRR. I called West Elm customer service. After 23 minutes, they gave me the number of the delivery service that just did the terrible job twice already. I am currently on hold while they call the number themselves to ensure its done correctly this time. I will have to watch them to be sure, but at least I can do something else while they are providing the furniture I paid for.
Well-chosen groupings of furniture, accessories, & arrangements. Attentive, professional sales people. The lighting, natural & artificial was favorable to the furniture in the showroom. Went w/my daughter. Seems west elms her plumb-line for furniture.• Customers shopping that day, were excited about the furniture, its style, design, & usefulness/functionality. Especially, if that special piece ended up in their home! It seemed like everybody there either was creating or fulfilling their own wishlist.• Was a little pricey for me, but if you find the perfect piece - aesthetically & functionally for your home, maybe the price is just a bump in the road.
What everyone else said about their customer service and design services in these google reviews are on point and 100% accurate. I tried their design consultation/services to help get some questions answered about a few or their furniture on display since all the employees generally just ignore you when youre at the store. The employee who helped me was not helpful at all and basically did all the things I could do by myself looking up stuff on their website from the comfort of my home. I noticed other customers getting some hands-on attention and guiding them through options where mine just looked at me bored and impatiently waiting for me to get through my questions. When I asked to see a wood sample of one of the dining tables, they said they didnt have it. I asked if I could order it, they said no. Well, WHY DO YOU ADVERTISE YOU CAN SEE DIFFERENT FINISHES IF YOU CANT PROVIDE IT TO YOUR CUSTOMERS?! Maybe you can get actual design services and assistance at this location, but its clearly a hit or miss depending on who you get.This whole experience was so horrible, I rather give my $5,000+ furniture purchases to businesses that actually care about giving good customer service.
My boyfriend and I have been buying from West Elm ever since we moved to Austin, overall the product quality and the attitude of the employee of this store are good and we have no problem communicating with all of them. However, I believe West Elm as a whole, has supply chain management issue (it might need to hire a few consultant to better the processes). 4 our of 6 orders had issues: two of the chairs we couldn’t assemble ourselves and parts do not fit, 3 out of 4 chairs were back ordered for more than 2 months. Our table arrived but they gave us a wrong table with smaller size so we had to drive the huge box back... almost all boxes of furniture missed some parts... We ended up almost drive up there every week that we don’t even need a GPS to get there. So overall, West Elm as the whole company, has supply chain issues, the orders were seldom right. Go somewhere else, Crate & Barrel, Restoration Hardware, etc. With this price we are paying, West Elm is totally doing a lousy job!!!
It was kind of a depressing visit...the couches are really, really expensive. Also the sale was hard to understand. It was all just so expensive and didn’t seem particularly well made. But I’m not one to be able to tell that, I suppose. It just seems like this stuff might be made just one step above urban outfitters (no offense, UO, I still love you but you are basically a cheap Anthropologie). I didn’t feel comfortable buying from here. Ended up at Austin Couch Potatoes instead and got similar style for half the price.
I have never been in West Elm but for my boyfriends birthday, I took him here to pick out some new sheets. I know it sounds silly but he is a big fan of West Elm and had been talking about wanting new sheets. The store is filled with home decor and goods of various styles and types. The prices are a bit high but you can tell the quality is supreme. Even though there were plenty of other shoppers in the store, we were greeted properly and helped accordingly. We had to wait a little to be checked out but the cashier was more than helpful and even gave us the couponed discount (without a coupon) because of out patience. We love the new sheets and I am now hooked on West Elm.
After spending an afternoon in the store, I took advantage of a design consultation. The designer laid out what I thought would be a great living room setup. After 10 weeks of waiting for the furniture, it finally arrived.The chase is on the wrong side- the designer put together the drawings, so I thought the order would reflect that. Additionally the chairs wont fit the space nor would they had the chase been on ther other side.I have an incorrectly configured couch that took 2.5 months to get, and I wont wait for anther 2.5 to get it fixed.Not impressed
I dont know why there are so many bad reviews. My customer experience was good, nothing special, nothing terrible. Had to order a few items and the two that have arrived were early, before the date range they gave us at the store. All the plants in the store are dead though because they dont water them :(.
I am not one to write reviews nor typically complain about a business; however I returned a bed I puchased 3 days after receiving it on Sept. 8th of 2015. Since then I have been charged with late fees and finance charges due to the slow return process. It is Oct. 27th and Im on the phone with the return warehouse and the lady explains that the bed hasnt been returned yet, its in the warehouse but hasnt been scanned in. Well Im sorry but you not returning it in a timely manner is making me pay for an item of furniture that I returned within the 30 day policy, but am still being charged for 2 months later. Please return times in a timely manner so people do not have to pay for your business slow process. I will still not receive my paid money on the bed for another 3 weeks she says (thats when they can get to the return). It is annoying to pay for an item that you do not even have in your possession, as well as be charged late fees and finance charges through the west elm card during that period.
Ive always had a great experience at this store. Everyone who works here is super friendly and helpful.Sure its pricey but if thats the main complaint go buy cheaply made and cheaply priced furniture from IKEA. But I dont think any of its overpriced for the quality. All of their wood based furniture is real wood instead of the particle board wood.The only reason Im not giving this place 5 stars is because all of West Elms packaging is ridiculous and contains SO MUCH styrofoam.
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.
Chairs were delivered 4 weeks late. When they were delivered they had no hardware. Ive been waiting 2 weeks for the hardware and every time I call I get a different answer. What is consistent is the hardware is coming regular mail. You would think they would rush the delivery, but no luck.
Two stars because I love their furniture, but their delivery system and customer service is CRAP. Ordered an out of stock couch here on March 25th. They let me know it would take a while to come back into stock, but that they wouldnt charge me until it shipped. Okay, cool. Thats fine. Flash forward to the end of May. The full price of the couch is gone from my bank account, no warning. I had expected to at least receive an email saying Hey, your couch is shipped. But no, nothing. I checked the Tracking info for my couch, it says its at their warehouse. But on the same page says en-route to our warehouse. Which is it? So I email their CS line and get an automated response We email back within 48 business hours... Okay, fine. TWO WEEKS go by, nothing. No response. So I call their CS line and ask where my couch is because hey, you charged me, which you said you would only do once the couch ships. What do they tell me? Oh no, we consider it shipped when it leaves the vendor and comes to our warehouse. But its not ready to be shipped to your house as the vendor forgot to include something and itll be another 2 weeks before we can schedule delivery. Wow. Okay, great. More waiting. Fine. Then I get an email today saying Your couch is at the warehouse and ready to be delivered. Please call to schedule a delivery Awesome! Were finally getting somewhere...or so I thought. I called their line and the lady proceeds to tell me that Oh your couch is at the HOUSTON warehouse, and they dont deliver to the Austin area. So well have to redirect it to the Dallas warehouse and THEN we can schedule a delivery. Sorry. Itll be at least another two days. ARE. YOU. KIDDING. ME?! Why even send it to the Houston warehouse at all?! Why email me if its not ready for pickup? Why did my phone call have to be what caused you to realize it needed to be redirected to a different warehouse?! Shouldnt you know that? And dont tell me you wont charge me until it ships when you really mean you wont charge me until it comes back in stock. No one else in the world considers it shipped unless the purchase is on its way to the customer. Very, VERY unimpressed and disappointed. I love their stuff, but if this couch comes in and is literally anything less than perfect, my husband and I are returning it and will not be ordering from them again. Very poor customer service.
First time in a store front location.. Vanessa was just simply amazing!! Working in retail and being a regular consumer, you dont always find good people but Vanessa is truly amazing. I will drive further and spend more for the service she offered. Keep it up!!
4 stars for Products but 2 stars for Poor customer service, I asked a sales associate to assist in finding an item but was promptly dismissed and told they didn’t care it despite what their website said. She went to the back to look but most likely just checked her Instagram page and came back empty handed and walked away without a care in the world that I was a customer. Who do these people think they are? I’ve had better service at the gas station.
Very disappointed and dissatisfied with the customer service here. Only way we would get a refund, since our items were never delivered to us, was a gift card that could be mailed to us. We have yet to receive that over 3 weeks later. We have confirmed our address with them multiple times. There is a store in town and just wish we could pick up the gift card or just apply a credit to our account. This store is a rip-off and not worth the money. Will probably never shop online here or have something delivered again.
Saved up for a year to buy a brand new Henry couch from west elm. Loved the styling but soon realized the couch had a horrible tendency to pill all over. Reached out to customer support and they refused to offer any resolution to make the sitfuations right for me. They stated that this couch has a natural tendency to pill, which is not information known to the customer before purchasing. I guess the customer has to suffer on this one.
I ordered throws online. I received a childs lamp shade instead of the blankets. I just waited for 30 minutes to speak to someone from West Elm. I told her the problem and she said, so how can I assist you?And I said, like I just told you - your system says I received 6 throws, but I did not receive 6 throws - I received 1 childs lamp shade.And she hung up on me.West Elm has the absolute worst customer service I have ever dealt with.
Furniture was nice, but the employees didnt greet my wife and I or see if they could help us at all. I would not return to this location. Too bad, the furniture fit right at the price point we were shooting for.
Staff & Management Made Things Right! After several months of searching for a sectional, my wife and i selected a sofa from West Elm- the staff was helpful in ordering and very clearly communicated the lead time due to the fabric selection. Despite this attention, there was a inventory discrepancy in their system, which resulted in a early scheduled delivery, that was then canceled, then a lead time that was even further out that what the website stated. My subsequent attempts to determine what had happened by calling WE were frustrated as it seemed that the customer service reps had access to the same information i had. After a week of calling and emails- i contacted the store manager, Jarek, and he immediately responded saying hed look into it. Within days he was able to get clarity and expedite our order. I know that things dont always go smoothly, and when they dont its helpful to have folks respond in the way Jarek did. I highly recommend both our sofa (peggy sectional) and the staff at WE on Lamar.
Im all about deals and sales.I bought a duvet cover here for 50% off- one that Id been eyeing for a long time but felt too guilty about spending so much on. I was in heaven, and each night I sleep under it I smile knowing that I spent half of what someone more well off than me spent on the same thing.I noticed recently that they were selling their display pieces at a pretty big discount too, so if you dont have a problem buying the floor model, keep an eye out for that. Same stuff, much cheaper price tag.The staff was very friendly and very helpful while Ive been there.
I am so angry right now, that I probably should cool down before I vent. A year ago, I love West Elm, and bought something like $25,000 of their merchandise. Over a month ago, I bought a chandelier- with in store delivery in 2-4 weeks. Today, I went there to find out why it was taking so long, only to discover that my chandelier has been sitting there for 9 days without anyone bothering to call me or text me. Now my electrician, sheetrock guy, painter and architect, and interior designer have all moved on to other jobs, and Ill need to reassemble the entire team, at great expense and hassle.
Love this store! The people are always so helpful and know their products well. Lee at the downtown Austin location was incredible to work with!
Terrible customer service from manager. They do not follow the corporate return policy and make up their own return policy. Return through corporate because they will tell you no even if it is inside the return window.
Extremely poor service. Trying calling their store. No one picks up the phone. After multiple bad experiences, WE is not the place I would shop. Just as a caution, a store that doesn’t allow customers to add reviews on the purchases is not the store I would buy from.
Poor quality furniture. We bought a fabric sofa and dinning set last year. The sofa has its threads coming out already and the dinning chairs are all wonky.
Posting for my wife of course, although, after forced in the first time by my wife and dog, I enjoyed the store. The lads are very helpful and you can order to store to avoid the shipping fees (and someone actually loading the furniture in the car for you)
They have everything I love but don’t need and I buy it anyway. Love the curbside pickup options for items not available in store and the savings on shipping as well.
Order from here if you never expect the furniture to ever arrive. Customer service is also abysmal. They tell you they will call you back and email you to update you and that never happens. Buyer beware!
Poor customer service. Staff seems overworked and stressed. I called for questions about item inventory. The associate wouldnt answer my questions unless I provided an item number, even though he acknowledged and knew what items I was talking about. His excuse was that there were 3 customers in line. He seemed stressed and didnt have time, ending our conversation so that he could help others.
Paid $3500 for a SMEG 2/18. They kept my debit card info and recharged me last week for an additional $3500. Customer service is snarky and wont issue a refund. I had to shut down my law debit account. DO NOT do business with them.
Just because I buy something from you doesnt mean I want endless spam emails from you and williams sonoma, pottery barn, etc. And I have to unsubscribe from each separately? Multiple times? How dare you! Were in the market for a new sofa and chair but it wont be from you bunch of spammers.
HORRIBLE HORRIBLE HORRIBLE. Good luck trying to get someone on the phone or answer your emails. They do not have a customer service department. If you try calling you will wait for hours only to have someone finally pick up and say, oh sorry, thats a different department, Ill have to transfer you. Then continue waiting again and never reach anyone. Do not buy anything from this company.
For the Love of G-d - do NOT order anything from this store. Dont 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*wouldnt 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 Id get a refund but they couldnt confirm in writing*$750 later - no table - no customer service - horrible horrible experienceDont do it.
Brittany G. and Vanessa were so kind and helpful today! Thanks again! Beautiful store and actually fair prices for good quality pieces.
Customer service here was embarrassing. Worst store experience ever. Employees were laying on the couch and didn’t have any desire to help any customers. Just down right lazy. Bring your business else where because this store is a waste of time.
Employees very helpful and friendly. Love their designs. You will probably not be able to walk out of the store with your item but they will ship it or offer you store pickup when its in.
Had a broken chair leg from a color combo that is no longer made, and Jarek was able to find me a matching set of legs at no cost, with courtesy and a smile. Best no-hassle, above and beyond customer service, like I have not seen for a long time. Thank you!
Did not have the tencel sheets in white. And limited stock available I had to dig for a queen size set.
Bought a few things from here and all of them receive compliments from people who swing by our apartment. Employees were super helpful, and if you can catch some things on sale you can get great deals.
Never asked if I was helped. My family was walked past so many times, and even the girl asked the people around us if they were okay but we where never asked, just trying to give you my money 😅
Deborah needs customer service training. She’s too defensive, thinks too highly of herself, spoke demeaning to me and horded everyone she spoke to so she would earn all the commission. Management:keep her away from customers!
If I could spend all my money here, I would. I try. Found the perfect christmas gift here, bought the SOFTEST throw blanket here. Love getting little bowls and decor, so stylish and modern.
Ordered handsoap online first week of October. Now being told end of December. Being told I cannot cancel order...have to wait and receive the item and return it. Total waste of time....
This place is mad decent. Good styled furniture but not really comfortable and slightly over priced. Love the vibe tho
Best West Elm Store - I have only encountered one so-so employee. Everyone else goes above and beyond. Thanks to the manager - it all starts there. Love this store!
I shop here a lot and I’ve never had a bad experience. The employees are always kind and will take the time to help you find exactly what you’re searching for.
Great space with pretty vignettes. I enjoy walking through the store and interacting with the product. I find it helpful to see the pieces in store before I order anything.
I LOVE LOVE LOVE West Elm and I love that I can visit a store now! The store had a great selection, friendly staff and a beautiful environment. I cant wait to go back again!
I’m very happy and had a good experience, Ashley took good care of us!
Great showroom of modern furniture. Poor customer service. I was ignored by the sales staffs entirely.
Maintaining safety standards due to COVID. Good collection.
A pleasure to shop at West Elm. Prompt advice on colors or textures that go better with your home.
I happen to love west elm and have a few times from here that have lasted forever. Very trendy furniture items.
Awesome customer service, great selection for your home. Meet some really nice people.
Decent design, but high prices for some of the items considering the quality. Not very much actual hardwood or leather.
Helpful staff. Great range of household furnishings and accessories at reasonable price points.
Pretty good urban furniture, but some stuff over-priced. Always wait for a sale.
Wonderful store! There is a five-story parking garage. Parking in downtown Austin can be challenging.
Nice product. Poor delivery/shipping and overall lack of service results In a negative experience.
Very, very helpful staff. They sent us home with tons of options and no pressure to purchase anything.
Great staff here, Cindy was super helpful. Never bought from west elm before but very happy with the experience.
Great place for home decor, and I love all their merchandise. They always have what Im looking for.
Go there if youre looking for a range of modern, nicely designed furniture and decoration items.
Friendly, knowledgeable staff. Designs are cute and products seem to be decently made.
Love this place. Great selection, awesome sales, and amazing staff.
Great attention to detail and Service
No one would help and when I asked a question, no one ever came back. Staff does not know thier own products.
Great decor at a high price. If you make it, be sure to check out the clearance rack!
Great place for home accessories. Practicing social distancing.... good job!
Great quality furniture. Hard to get assistance while in the store.
Well made furniture with a modern slant at usually affordable prices.
They helped me answer a question about my dining room chandelier. It wasnt the answer I wanted, but a definitive answer. Yeah!
Fine furniture with discounted price. Will come with a truck next trip.
Really nice and much more affordable than other places near there.
Meh. Kinda overpriced and a little too trendy. I felt out of place.
I always thought this place was super expensive but its actually not, some of their stuff is actually nominally priced.
Old designs, mostly not ergonomic
Excellent quality merchandise. Friendly, helpful associates.
Limited, but Good items.
So bad service will never order from this store
Upscale, nicely kept and super friendly staff!
Great products, fabulous sales staff!!
Really wonderful furniture options!
Terrible service.
Good products and great staff
Great selection in inventory. Tends to be pricey
Great showroom, helpful staff.
Good location. Parking is easy.
Not premium quality but premium prices.
Nice furniture. Too expensive.
Excellent customer service!
Great modern furniture
Overpriced household tchotchkes.
Great Austin community and commerce
No caps, one star.
Quick and easy loading
Good fun for two.
Amazing store!
Upscale
Very nice place
Love this place!
Helpful staff.
Live this place!
Exceptional service
Save your time and either shop online or find another retailer. The manager here (she has long black hair, heavy set, wears tons of jewelry) is the epitome of rude, snotty, and acts as though her title as a manager puts her up with the Mayor. Total joke of customer service!! West Elm messed up our order and all she could say was “my store didn’t make the error, go find the employee that did! I don’t have time for this!” If her attitude is the core values of West Elm, don’t add to their profits - go elsewhere.
Total reviews rating 3.3
163 Reviews for west elm 2023:
Review №1
2022-08-04Absolutely TERRIBLE customer service. I ordered a piece of furniture from here and it was delivered in so many pieces AND I am still waiting on the third piece. Its been over a week and when I reached out to customer service they were awful. The stress of this delivery is ridiculous and I am extremely disappointed that I spent over $1,000 on a piece of furniture that will take awhile to build and that I dont even have all of the pieces for. It says on their website that they will hold items until everything is ready and may ship in separate packages. Well, they failed to mention that Id be waiting on the last piece for over a week after the first delivery. They are so rude I am just shocked. I will never be buying from this store ever again. Especially with how terrible the customer service has been. Also, I spoke to someone who said my item would be delivered by a certain date and when my fiancé called they told him a completely different date two weeks away! Save your money and time and dont bother ordering from this place.
Review №2
2022-08-12My partner and I purchased the Hamilton Sectional in November from the Austin location. We were told that the delivery wouldnt be until end of April and were understanding that it would take time to make and ship the order. However the date was pushed back to June, then July and still isnt here. The last time we reached out was 7/18 and spoke to a representative. We then had someone reach out to us on 7/21 telling us that they were unable to tell us what was going on with our order and that the delivery team wasnt sure either. They said that they would follow up and yet here we are on 8/12 with no answers. We spent close to $5000 on this couch (an absolute splurge for us but we thought of this as an investment) and now Im wishing we had spent our money with a company that at least communicates with their customers instead of running circles around us. It says a lot too that you dont allow reviews on your website - probably so customers cant see the endless complaints that are similar to mine.
Review №3
2022-08-05Probably the worst online ordering experience. West elm can not help you to cancel an order if that product you order on west elms website is a direct ship from other company (why do I care, its your vendor, I bought from west elm, not else). Even though the curtain is a backorder and the estimated delivery date got pushed out twice already. I guess I will just wait forever for that curtain. At least it is not a couple thousands $ furniture. Lesson learned, no west elm product for the rest of my life.
Review №4
2022-06-21I had the worse experience at the West Elm in Austin. The 2 female managers were rude and complete elitist. I will never shop at the store. All the plants were dying while the 2 managers sat at the register chatting. Maybe they should have been watering the plants since they seemed to have nothing to do. All the management staffed seemed very racist and completely rude. I hope this review reaches the corporate offices and they are immediately terminated.
Review №5
2022-06-30Waste of time. Dont buy anything from this company. They dont deliver the item on time. We waited for another 1-2 months for delivery and it seems they dont know where the package is. On top of that, they want me to ship them the parts delivered so that they can refund me. Never again. It also tells why they have really bad reviews everywhere.
Review №6
2022-05-26I ordered a bunch of stuff. The delivery was extremely stressful. We have been waiting for our bed to be delivered for more than a year. They promised a 20% discount for late delivery but never got it. My suggestion, if you have another option, then save your time, money, and nerves, skip West Elm.
Review №7
2022-08-06Walked in ready to buy a couch, no one greeted us, the most anyone said was to get off one of the couches so their other client could get a better look. Walked around store for 30-40 min or so hoping someone else might want to help but no. Did not buy anything and will probably go elsewhere now.
Review №8
2021-01-14**Do Not Recommend - Bad Experience with Online Purchase**I bought a night stand and lamp from the West Elm website. The hardware for the night stand was defective (the mounting points for the legs did not sit flush on the bottom to attach, joints of the hardware did not line up properly and had noticeable gaps) and the lamp was damaged (large chip in the base). The quality of the products generally was not in line with the high price. Customer Service was difficult to deal with and was unable to resolve the issues for me. Overall, a negative experience for me.
Review №9
2022-07-21I would never place an order from West Elm again in my life! I called twice to change the delivery address of the order and it was still delivered to the wrong the address. The company had no solution AT ALL! Did the company not know traveling 2,000 miles to put on the return label is not an option for everyone LOL? They let you eat up the cost and pay for the mistake they make.
Review №10
2022-07-12The showroom is nice and they have a good selection of furniture to view, but the staff have been somewhat rude and dismissive to my partner and I because we are 2)-somethings. A bit snobby.