west elm

I paid $1,500 for a table in February of 2023 because I wanted to be able to host larger groups of family and friends. I didn’t receive it until April of 2023. The extender (which is 90% of the table’s value) was broken. I ordered a replacement. They were supposed to replace the entire table but just dropped off a new insert. It looked fine but I was unable to get the umbrella out of the original table to test it for almost a year. By the time I was able to and needed to use it I found out the part was assembled incorrectly. I called and was told to submit a case to get a new replacement part. After 3 months of not hearing anything I contacted them again. The company now refuses to replace it at all. Buy a $200 or less table from anywhere other than here. Additional any type of supervision can’t even be bothered to get on the phone. The customer service agents just say they’re messaging them. At this point it’s probably just a chat bot saying no. They may as well fire their customer service department seeing as no service is offered.

Adriana C was incredibly helpful! She answered every question and helped us design the perfect couch. I was blown away by her attention to detail and care. She also followed up a few days later via email, which was really helpful. West Elm has such beautiful designs, five stars!

I hesitated to buy from West Elm because of bad reviews for years but decided to pull the trigger this year from the fear of tariff price increase. Their customer service are bad as I read. I live in Hawaii so I called to ship to freight forwarder company in LA. First CS person said they’ll refund ‘white grove delivery fee’ but second person I spoke with said there’s no such a thing they’ll charge me for white grove delivery fee no matter what. I asked to make sure to not to open the boxes upon delivery since they have to be on ocean freight. They delivered what seems to be the floor model without any protection and refused to resend, I had to pay freight company to wrap them for protection. Delivered and inspected and found some damage so called West Elm CS who said I need to email the claims. It has been two weeks and no response from West Elm. Probably never buy from them again. Too bad that I like their product but it’s a nightmare to deal with customer service. You may want to buy anything if they have it in stock, you can inspect items and haul yourself.

My husband and I have never had a bed special ordered for us before. We were so excited! Unfortunately, we waited for 3 months and when the bed was delivered, it was not what we ordered. We thought that they would make the headboard taller like it was supposed to be and then exchange it out. They wanted to either pick the bed up and wait 4 months (because that was what it would be); OR keep the bed until the other one came, however, we would have to pay out of pocket for a second bed and after 4 months when they would exchange the bed out,THEN we would get credit for the first one. We told them to pick up the bed and we purchased elsewhere! TERRIBLE CUSTOMER SERVICE!

Had a HORRIBLE experience with “white glove” delivery. I filed a complaint with customer service. After a 40 minute phone conversation, no resolution was found. I am a female, who lives alone. Not only did the movers ruin my bed, but proceeded to scream at me and verbally assault me for something that was their fault. I am physically unable to move furniture around alone - again, I am a female who lives alone. I asked them the favor to help me in replace my old dresser with the new one and this triggered the “white glove” delivery men even more. On top of it all, they forced me to leave a 5 star review otherwise they wouldn’t leave my house. I felt threaded so of.course I did it - I just wanted these men out if my house. So much for paying an extra 300 dollars for “white glove delivery”. Do not recommend.

Nothing against this location, but the furniture we purchased at West Elm is terrible. Literally junk. For $800 plus $100 for delivery this console showed up with over 200 pieces we were to put together. Is W Elm IKEA? We could have paid a lot less if we purchased this particle board POS there. Then, (and we are organized and careful people) during the assembly, we noticed one of the pieces was off center (holes are pre-drilled) and there was no way to correct it. Now, we have pieces all over the house and they are willing to picking it up IN 7 days. Never purchasing from them again.

I ordered 3 counter stools, a dining table, bench and 4 dining chairs in September 2024. I was supposed to receive them on December 10, 2025. But then I received a voicemail saying that everything was either broken or damaged, and that I wouldn’t be able to receive my most of my items until the end of January 2025 or February 2025. I do NOT recommend ordering online. You will not get quality service. Every customer representative I spoke to told me something different. I was told that there was an issue with their scheduling system, that I would receive 2 chairs in February 2025 and the other 1 chair in April 2025. I recommend trying to pick up your items from a west elm store or maybe just NOT ordering at all…it’s not worth going this hassle and chasing… Corporate west elm does not care and their quality assurance sucks. Update: I called today (2/11/25), and the representative said she can only see 1 replacement chair being delivered in April 2025, but she cannot find the other 2 chairs that I’m missing. She mentioned that it looks like they were returned… but I’ve never received any refund and I didn’t initiate any return? The current representative had to issue a replacement for my 2 other chairs, which won’t be delivered until July 2025. I’m incredibly grateful that this representative (hopefully) resolved my issue. She’s stated facts, documented and provided what I needed. But I’m incredibly DISAPPOINTED on how many calls I had to make to get this resolved and most representatives provided me incorrect information or just lied to me.

While West Elm offers attractive, mid-to-high-end furniture, their customer service falls far short of expectations. For a $10,000 purchase, I encountered dismissive in-store staff and systemic issues with their post-purchase support. When minor damage occurred during delivery, properly documented by both delivery crew and myself, resolution has been impossible. Three months of calls, each met with promises of delivery team follow-up, have led nowhere. Their customer service representatives, though competent, are hampered by inadequate systems - frequently citing computer issues and inability to access order information. For furniture at this price point, the service quality is unacceptable. Pros: Quality furniture design and materials Cons: Poor in-store customer service Ineffective post-purchase support Dysfunctional internal systems Lengthy, unresolved damage claims While the furniture itself is satisfactory, I cannot recommend West Elm due to their systemic customer service failures.

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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!

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

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

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