DO NOT I REPEAT DO NOT BUY ANYTHING THAT REQUIRES SHIPPING. I've been waiting for a couch for over a month now and have yet to hear anything about it. I've had several reps "following" the order but have yet to hear anything for anyone over the month period. I just called back to confirm it will be delivered on the date listed and they're pushing it back another 10 days for the estimate. They lie to you about shipping, they lie to you about doing anything to help you. I wouldn't of bought the item in the first place if I knew it would of taken this long. Do not support this inept business read more

TL;DR: Clusterfuck. Half our Peggy sofa sectional arrived in the wrong color. Was double charged when the correct half arrived 6 months after original order. Piece is now being refunded more than a year later due to mass consumer complaints about inferior quality. Problems getting my refund after more than 10 phone calls. In the end, I contacted as many WE executives as I could find emails for and they made me whole. Alright, let me give it to you straight: West Elm has the contemporary conformist aesthetic on lock, but I can't hate because hey, a lot of it looks good. Custom ordered a sofa in August 2015. Understood that it would be up to 3 months before delivery. Opened my first and only store card because of the points, which were compelling as described by the salesgirl on such a large purchase. She also insisted we buy a gift card instead of paying cash (balance on the new West Elm card) to put toward the purchase. Still not sure what that was about, but it's complicating the return. I assume there was some employee incentive for her to do this. Points ($) awarded for the purchase were less than promised. And don't feel all special because you're offered free shipping...that's a sales tactic (as discovered with a failed rug purchase). There is no free shipping. Same with discounts. 10% is the town bicycle and may be used as a euphemism for "free shipping." Ditto for 15%. And what the hell, even 20%. Sofa was set for delivery about a month ago. It was a two-piece sectional... one side had been upholstered in the wrong color. WTH. Refused delivery of incorrect side, got on the phone with customer service. They said it'd be another 10-12 weeks before the correct side could be upholstered, shipped, and delivered. Yeah, no. Called WE credit to have that half of the purchase refunded. WE wanted to keep my balance. WE credit reversed the charge. Back and forth with customer service several times, still no sofa, and no update by the end of November as promised, which was only a couple of days ago, but I don't know man, probably should have refused the whole shebang and gone with the vintage sofa at Uptown Modern. PS: 11/15 the half of the sectional that did arrive, aka the chaise, is pretty dope. PPS: 2016 the other half arrived! Only I was somehow charged DOUBLE for it, and now have to contact and deal with customer service again :[ PPS: 3/17 our sofa, the Peggy, is now being recalled for defects more than a year later. will be returning and receiving full refund. PPPS: OMG I've spoken with customer service around 10 times about this... PPPPS: 5/17 our new Joybird sofa arrives on Friday, and the Peggy is scheduled for pickup on Saturday. I've requested my refund in check form, and will not be purchasing anything from any of the Williams Sonoma subsidiaries in the future. It's been a long (2 year) run! I'll update if there are any further issues...otherwise, you've been warned! PPPPPS: Well, I've called customer service to check the status of the refund check. They said they don't have a record in my notes of requesting the refund in check form, and weren't sure of the amount to be issued back. Also, their scheduling department just called to arrange the pickup of the sectional- it was retrieved a week ago. Are you serious right now? No credit has been issued either. I effing hate this place. read more

Want to be talked down to? Try this west elm out. Least helpful and most condescending staff ever. Was trying to buy a sofa and match the color w my new coat of paint in my living room. The staff immediately started barking at me not to pick up this swatch or that swatch. Making the customer feel comfortable is first best practice - saying "that's not how you do this here" is rude and a lost opportunity to help someone. Consider me a lost customer, I will never come back here again. read more

Working with Sabrina was a lifesaver as her sense of style, practicality and compassion brought to life a beautifully elegant makeover to several rooms in my house. I was referred to Sabrina from Lisa, one of the assistant managers, who was also helpful in all of my endeavors. read more

I would not even give them a star for their Customer Service. WOW.. What a MESS !! For a store that offers such good designs and great prices, how can they SUCK so much at customer service? Lack of follow up. Inform them about a damaged item (Offers are made to replace or repair) and that's it. No1 follows up or Calls back. - Huron outdoor chair purchased and still waiting to be used.. :( Go to pick up an item and if you ask how much time it will be, the person tells you to basically shut up and go sit your car. Someone actually told me "We are very busy and I don't know how much time it will take. Go sit in your car and wait. I will let you know". WOW, just WOW. The best part is, this person keeps giving me attitude while the Manager keeps apologizing. I have not seen a worst managed Customer Service experience. Walk in the store, it take about 15-20 minutes to get anyone's attention. Try and return something, the lady at the counter basically hates you. Ask for an update for any deliver and you are doomed.. HOW can you? Just wait and have patience, coz Sorry, but the West Elm Employees have no Patience. Basically, any question you would ask is a useless stupid question that does not deserve their attention. What boggles my mind is, if there was one or 2 employees doing this, I would actually understand. There are probably only a couple of employees in the entire store who are pleasant to talk to.. VERY SAD ! read more

They don't have any inventory of the items on display and they charge shipping. Really frustrating and not worth the time.

Jarek, the gm of the store is the man! We had an issue with one of the products and Jarek handled it wonderfully. We are happy customers and we definitely will be coming back as we are furnishing our new house. Luckily they know the value of a loyal customer. read more

We just bought a couch from them the other day and I was really impressed with their selection and prices. The couch we got looked just like another one we saw at Bo Concept but was about 1/4 the price. If you are looking for the furniture you should check this place out. read more

I receive the West Elm catalog and like the products. I have not had a problem ordering products online. This review is exclusively about the customer service for products purchased at this location. I went to the store last month and it was very nice. We picked a dining room table and lamp and the salesperson took us to a computer on the side of the store to order them. It was going to be delivered and could arrive in the first week of March. We were fine with that, paid and left - very excited about our new purchases. However, once I got the receipt via email, it said the lamp was backordered and both the table and lamps would be held up for delivery for weeks until the lamp was available. When I called the store to inquire, they coudn't find my order because apparently the salesperson who checked us out had ordered the table and lamp through the website, so only the westelm.com employees knew anything about what was happening with our items. The staff member on the phone arranged for the table to be shipped right away but never bothered to call me and tell me - I only found out by checking the order status online. A week later, the order status online says the table was delivered to TX and I would get a call to schedule in-home delivery. Guess what? Again no call. So I called the store. Again, they have no clue what's going on and had to refer me to a delivery company in San Antonio to arrange for delivery with them directly. I don't understand the point of a store if they can't actually provide the products, they have to order online just as if I had ordered it myself, then have none of your order info, and have no knowledge or control over the delivery (that THEY offer) of their own products. read more

I don't know... I don't think I could be more impressed with the customer service. So I come in on a Sunday and they're slammed - this was my first time in West Elm... who knew they were so dang popular? Anyways, I get someone to help me and end up buying a bed and other stuff. I get loaded up and get home and realize I've got the wrong slats for the bed as I'm assembling. I call and speak with Jesse and he apologizes too much (as Forrest Gump says "sh*t happens" and it's not really a big deal.) Anyways, here's where my mind gets blown... the guy literally drives over the correct slats to my house after his shift ends a few hours later (fighting rush hour traffic) and helps me finish up the bed. He could have just shipped them overnight (and heck that would have been fine) but he took time out of his free time after hours to make sure everything was immediately made right. Mind = blown. I'm no furniture expert... the stuff seems fine... that's not what I'm here to comment on. That customer service was well WELL above and beyond average. Mistakes happen. If everything runs the way I'm sure it does 99% of the time that doesn't tell you much. It's when something gets messed up and how it is dealt with that shows true colors. Thanks for caring, Jesse. read more

Will NEVER shop here again. They lied about shipping times to get me to purchase a table, and then changed their story when it was time to ship. I needed this table for a party and it won't be at my house on time so my guests have nowhere to sit. The manager Joe was of zero help and almost seemed to get off on my frustration. It was bizarre. I'll stick to local furniture stores who have a vested interest in making their customers happy - not some made in China chain store. read more

Horrible experience! I waited half a year to receive my order from my family and west elm failed to deliver the artwork! I never received a status of the lost art and whenever I call the customer service people never knew what was going on or could help. I made a hug mistake with going through this horrible company and will never do it again. Wasted so much of my time and money :( read more

This review is based upon customer service at the 5th street location in Austin, TX. After reviewing products online for weeks, I ventured into the physical store to touch and feel and see the $1,200 glider I was 90% sure I would buy. I particularly wanted to touch and see the fabric samples IN PERSON. When I asked for the swatch book, the blond associate told me to look online. I explained that I had done that and was ready to take things to the next level. She then walked me to the computer they had in the store. I was mortified. I waited two weeks and called the store, hoping for a more thoughtful and comprehensive approach from an associate. The person who answered didn't know if they have all of the samples available in the store. I wouldn't expect someone to have this info off the top of their head. I would, however, expect an associate to say, "let me see which samples we do/do not have available". Instead, she referred me to the computer (omg) and suggested I order the samples online which will take 5-7 business days. The retail storefront and in-the-flesh sales reps are superfluous. Both sales reps essentially demonstrated that they were of no use to me. read more

The two stars are only because I like what they sell -- the problem is, it's very difficult to actually BUY anything that they supposedly sell. They don't actually stock anything in the store other than the small, decorative items. Want a piece of furniture? You gotta wait for weeks, maybe months, usually because it's all on backorder. Want a light fixture during their "lighting sale"? Order it, pay for rush shipping, then find out that the item is backordered (AFTER SPECIFICALLY ASKING THE SALESPERSON IF IT WAS AND HAVING HER SAY NO, IT'S NOT), and have to wait three weeks to get it anyway. Why would you have a lighting sale and not be prepared to fill the orders for said lighting?? If they were honest about the length of time it would take to receive what I ordered, I would have looked elsewhere. And don't even bother trying to call their customer service line. They are just as unhelpful, unknowledgeable, and useless as the people in the store. This is not just a one-off experience. This has happened every single time I've tried to buy something from this store, from a lamp, to a sofa, to a coffee table. It's all been a huge hassle and time suck. read more

Grrrrrrrr.... West Elm you made me really angry today! Our home is going to be on the AIA Tour in a couple of weeks(4000 people coming thru... oh sh-t! i guess i better make the bed...Ha!) I am trying to get a couple of pieces just to finish up with the decor of our home..no big deal..easy breezy right? Wrong! First, I park in their weird garage at 6th and Lamar at 10am and go to the big front door on Sixth Street and it won't open..I am like, WTF ! I keep walking around only to realize that they don't open till 11am... so I leave...(only to score a great pair of shoes and meet my husband and friend at Cafe Jose((review on the way))..yum!) So, I go back-fighting traffic tooth and nail around the hardest intersection in Austin..park in the weird garage, go into the store.. find the table ..the "martini side table" for $129 in silver..the perfect table for what I need but they will not sell it to me..They have 4 in their store on display but they will not sell me one of them because they are "not in stock".. You have to be kidding!!!!!! I offer to buy one of them off of their sales floor but they will not sell me a table because it is on back order..I asked when I could get the "marini table" if i ordered it online.. I could place an order and it would be shipped on October 20th.. Well, The AIA Home Tour is on October 2 & 3rd ....too late, so sorry..Sending a letter to West Elm as we speak.. They might have liked 4000 people looking at their table during the AIA Tour...really big mistake guys.. Grrrrrrrr.... read more

I had a very poor customer experience at the Austin store. I called asking if they had a couch on the floor and staff said they did, I planned to purchase it and wanted to sit in it. When I got there same day- it was packed up and they would not unpack it. Is this not what a show room is for? I think it's ridiculous to expect people to buy a couch for $1000 and not be able to sit in it. NOT impressed and probably not going to buy from west elm any more. read more

Dismal experience at West Elm Austin yesterday... I don't even have the energy to tell you all the things that made this a crappy shopping experience. I just know that if you want to be confused and abused shop at West Elm. I won't ever again. read more

My fiance and I just purchased our first home and this was on my list of places to stop in. We ended up buying SO much and even getting the credit card. It is a little pricey but we got some great stuff on sale and really the customer service is fabulous. First Brandon helped us with the millions questions we had and was very friendly and kind. Then he and Walter worked as a team to get us the best possible discounts and shipping they could. They both were kind and just bent over backwards to make everything work. Walter spent time calling other stores for a rug we wanted and then just offered to have it shipped to our house for free. They took our moving coupon letter as evidence even though we had lost the actual coupon and honored it for us! We ended up at the store for a half hour after they closed working everything out and not once did they make us feel rushed. Then when I called today to check on 8 different other rugs, the guy on the phone was very patient and nice and looked them all up for me. Thanks for everything guys, we'll be back! read more

I find it extremely ODD that West Elm is getting either 5 stars ... or 1 to 2 stars. The "customer service" is a total joke. Even though there were very few customers last time I went (about my 4th time ever), all five visible workers seemed extremely busy with their little bluetooth hoopdy-doos on their ears. So busy that two of them almost ran into me as they ran by on their Very Important Mission. Are they hopped up on something, or are they just so in love with themselves that they have ZERO time to help a customer? Condescending little twits. I'll never go there again. read more

Like some of the other reviewers, I had absolutely horrible customer service at this location. Went in there with the intention of buying a dining room table that my fiance loved. Left being totally pissed and not buying anything. Here is what went down... this just infuriates me even thinking about this again. They were having a "20% off sale" and this is what enticed me to go ahead and make the large ticket item purchase. I went in the store and they told me that the 20% off sale did not include furniture. You are a furniture store... what else do you sell?.... pillows? Despite this, I still was going to purchase after the clerk told me that their Labor Day special included free shipping. When they went to ring it up, I was informed that there was free shipping except for the dining room table I wanted to purchase. Congratulations.... you've alienated a first time customer for life read more

I ordered a headboard for platform bed purchased at West Elm. I was told the headboard was not in stock but would be delivered to the store within a week. Three weeks later, i still have not received my headboard! Not only is their customer service terrible, no one seems to know where my $300 headboard is located, nor do they care. I have no intentions of making any future purchases at this location! read more

We recently attempted to purchase 3 curtain rods and 7 curtain panels from West Elm locally during their window coverings sale. We purchased the items and have had to return 2 of the window panels and TWO of the curtain rods. There were parts missing from rods, the wrong finish packaged for us. The panels, one had a small hole and one was not the correct length. Gimme a break! The sales associates have been kind about the returns/exchanges but it has been much more of a pain (we are on our fourth trip to the store at this point) than remotely necessary. read more

Unbelievably terrible company service. This is not directly in correlation to the West Elm store in Austin, but of West Elm's customer service due to an online purchase. I placed an order for their Copenhagen king bed, Copenhagen buffet and Copenhagen nightstand on October 26th. When you look on the website, it states to allow 4 weeks for delivery. It is now Feb 3rd and my mattresses are on the ground because I have yet to receive a SHIP DATE for my bed. I was told that I should allow 8-10 wks for delivery when I called in Jan 31st. I explained that was not the case on the website. And by the way, we're already past 10 wks. Then the girl blatantly lied to me because she knew I was upset and had the nerve to tell me that the items shipped already and they should be calling me to schedule delivery that night or the next day. Well, I called today, Feb 3rd to check on it and the guy confirmed that the girl must've lied because it didn't ship and he could only estimate when it would arrive which "looked like" it might ship Feb 13th. But he couldn't guarantee it. I waited 15 mins on hold to speak to a supervisor that he couldn't find. I asked for a Director or VP's email address but he said they don't provide that info. I then cancelled my order. He said that he had to "submit a request" to cancel it. That it wasn't fully cancelled yet. I now have to call in to verify that it cancelled, I tried to call West Elm on 5th St to see if I could speak to a local Regional Director to discuss. But.... They're closed today for Inventory..... SERIOUSLY?!?! A retail store closes all day for inventory?! I cannot believe this is a Williams-Sonoma owned store. Never been more disappointed with this type of service - especially on a $4,000.00 order. At least I got it on sale. Oh wait, that doesn't matter since I'll never receive the items. read more

My partner and I recently purchased the Wood Tiled 6-Drawer Dresser and had phenomenal service at this location. One of the managers Cindy Wallis provides 5 start - incredible customer service! She took care of us from beginning to end. I thought our Volvo Cross Country wagon trunk would fit the dresser however I was wrong and Cindy made sure my product made it home efficiently and safely. My partner and I love this store, we live a few blocks away and drop in every month. The staff is really friendly and helpful. Cindy and her team are great and I continue to shop here regularly. read more

Beware of hidden/undisclosed shipping and surcharge fees. I love the decor at West Elm but I returned some counter stools to this store because they didn't look right w our space. I was told they would be received by their warehouse and our credit card would be credited. And our card was credited for $130 less due to "shipping fee and surcharge fees." These fees were never disclosed to us or discussed at all. Why would I be charged to ship them back to their warehouse when I returned them to their store and surcharged due to their large size as well??? Still waiting on a phone call from the manager... Buyer beware!!! read more

Received a piece of furniture with termites. It is unreturnable because it was bought on clearance. Now we know why. Very disappointed. When we received this TV stand the top was uneven and severely slanted making for an uneven surface for our large TV which is what a TV stand is supposed to hold! The service at the store when we purchased was great, it's the product itself we are so unhappy about. read more

Horrible experience here. Waited over an hour to pick up a purchased item. Very disorganized and unfriendly staff. Do not recommend.

The design team at this West Elm store is friendly and completely approachable. Today I worked with Lee, and he helped me make a number of decisions. He then completed my online order, of course applying all possible discounts. I love the high-end look without the high end snobbery :-) Keep up the good work, West Elm. read more

We've outfitted several homes now with West Elm furniture. The furniture is high quality and holds up very well. This store in particular has outstanding customer service. Today I needed to return a table that I purchased online after my husband threw out all of the packaging. The staff was very helpful in taking care of this for me, while helping me find another table that is a perfect fit for our new breakfast area. They are extremely friendly and helpful - wonderful store I would highly recommend. read more

This store has BEAUTIFUL furniture! My boyfriend and I actually will just come here for fun because we love looking at everything. A few months ago we purchased our first nice dinner table (as opposed to all of our IKEA ones before this...) and chairs from here. The table was in stock so we were able to get it that day, but the chairs we wanted were out of stock so we had to wait a few weeks for them, which wasn't bad at all! The workers were very helpful once they were helping us, however they did take a while to talk to us in the store. read more

I had a great experience with this location. I used their design services to buy bedroom furniture and lighting. The woman we worked with was very professional, helpful and made the process fun as well. Their customer service people were the same when I needed help with delivery times and furniture care and follow-up. Overall, a great Austin experience from this national chain. read more

Lee was amazing helping us through some big decisions in an easygoing, fun way. We got exactly what we wanted and can't wait to get our goods home! read more

I've had lots of issues with West Elm's national/website customer service, but rarely in a store. Recently I contacted the Austin store because they had a dresser that a national/website person told me would not be carried online anymore. Anna and Kenny were absolutely fantastic in helping me arrange for a third party shipper to come pick the dresser up from their store and ship to me in San Diego, even speaking directly with the shipping company to help facilitate. Anna was able to give me a small discount to help offset my shipping costs, and Kenny followed up with me multiple times when there were issues with my third party shipper to ensure I would be getting the dresser I paid for. I can't say enough nice things about the customer service I received from this store! Oh, that dresser the national folks told me was out of stock forever? Showed back up on the website -- for 20% off -- after I'd already paid my third party shipper. Lesson learned: always try to shop through the local stores rather than the website when possible! read more

I purchased a chair from West Elm in December. I was told it would take 6-8 weeks for delivery. When I received an email stating it would be more like 10 weeks, I was not happy, but decided to deal with it. With still no chair a week after my scheduled delivery, I checked the status. It had been changed to another 4 weeks out. At this point I called customer service to cancel order. They told me they would try to cancel it but would have to let me know after the weekend. The following Monday I received an email and a phone call stating my order had suddenly been shipped. My credit card was charged and I would receive my chair soon. When I asked how soon, it was still going to be two more weeks before it was actually ready for delivery. Not a happy camper! I won't be back! read more

I have complaints but the complaints are toward retailers in general. The sales or things they say are sales are just confusing and very misleading. That being said, the sales people I worked with in the Austin store were super helpful in figuring it all out for me and getting me the best deal they could work out for me regardless. Additionally, and this is a random side note but a good one for those other thirsty women (and men for that matter), is that they have an attractive sales man for everyones type. I mean, I saw one hispanic guy with a heavenly backside to only be outdone by another! Then there's a muscle guy and even the quirky curly haired guy. I'm sure that store could easy put on a sitcom with their looks alone. Thanks for the help and entertainment! read more

Awesome furniture and decoration for the house at a price that isn't too high I was surprised. The staff was friendly, it seemed that customers there seemed to think I was invisible or in the way but west elm itself is my new go to place for projects around the house. I can bring kush and rufio too, dog friendly aways wins me over read more

Terrible customer service. No one acknowledges your presence. Store is a mess. Quality of items continues to decline. Go to locally owned 5 Elements instead. read more

I came into this store a few days ago and was helped by Lee the sweetest person ever! He helped me fine exactly what I was looking for. I am not huge into shopping but he was so friendly and helpful and made my experience the best it could possibly be I will defiantly be back again! read more

If you need design help, without being 'pushy', ask for Lee Stauffer. His enthusiastic and energetic with a stylish eye...there is no doubt he loves his job and helping customers find the right fit/look/price! I was looking for an accent chair and pillows to go with a West Elm couch and side tables I already had. He basically turned the showroom upside down helping me put a look together that I could be excited and comfortable with before leaving the store. I've been in this West Elm before and nobody has gone above and beyond the way that Lee did! read more

Great customer service...especially Jarek!! Absolutely perfect quality products and always fun to browse.