Just wanted to post an update. Thanks to Jarek and Kara for the help they provided in getting my space designed and table order expedited. Kara did an amazing job and was very patient and followed up several times. read more

They do not have most of the items in stock. I made a list of things I planned to buy and out of the 8 items I found only one. Another major problem is that when I gave them my 15% off coupon they said it was not valid on any sale item while the coupon clearly says valid on all items. read more

I always have such a weird time in here. The many staff members kind of don't know whats going on and avoid eye contact, walk past me....in a huge hurry when I'm the only person in the store. The store is always in flux, no prices on stuff, or two different price tags on the same item. I had a clerk awkwardly ask me to see what I was holding in my hand. I wondered if he thought I was stealing....? Also, really loud dance music in a store that should feel relaxing. Seems like the over all vision is not cohesive, but I love their inventory. read more

Memorial Day weekend I was looking for a particular rug. It was sold out online and I found one at the Austin store. Lee was the initial employee I spoke to and he handled everything absolutely beautifully. I live in Dallas, and at the time there was excessive flash flooding, I kept changing when I would be able to make it down to the store. Lee went above and beyond in accommodating me until the very day I came to get the rug. I say this, because normally, in higher end stores like this, the smaller purchases are not given the same amount of attention as the larger ones. Unfortunate, but true. Lee made me feel like a frequent client of the store and like the rug was a million dollar sale. I was absolutely blown away. So blown away in fact, I started a yelp account to give him this review! read more

Very good customer service. I'd been pulling my hair out so close to Xmas. Went in for a local artisian show and west elm was sharing their space. That to me is remarkable. I bought from a local artist and then perused the WE items. It is 2 1/2 weeks before Xmas. They were very busy but this salesman, Lee was swinging from vine to vine helping people. He got the items I wanted from the back, had me checked out quickly and he was so polite the entire time. Extremely pleasant and professional. I spent more than I intended but he was so good. I will go back because of the customer service. read more

Purchased the Henry leather couch, Mid Century dresser and NOW the Modern Bed from West Elm. Each experience was really pleasant and helpful! The couch was purchased online and the delivery was seamless and quick--much faster than we were told. The dresser and bed were both purchased in store and everyone we spoke to was really friendly and helpful! They explained our purchasing options and talked to us about the sales going on and what our best options were. We are really pleased and can't wait to have the pieces in our room read more

My husband and I just bought our first new couch here (our previous couch was a family hand-me-down). This purchase was quite the luxury item for us and saving up for the high quality of West Elm was definitely worth it. I shopped in store twice to pick out the couch (we ended up going with an Andes Terminal Chaise). The first time I went in with my mom and we were helped by Lee Stauffer. I think we were barely in the store for 2 minutes by the time he came to help us out. Lee took his time getting to know a bit about us and showing us several different couches. He explained some of the background behind the different styles. What I was most blown away with and did not expect during a furniture sale was the time Lee took to get to know what my and my husband's needs would be with a new couch. This is a couch we are buying as we grow our family so several lifestyle factors were important including longevity, ease of cleaning the fabric, and of course, comfort. I really appreciated Lee taking the time to get to know our needs. There was also never any hard sale; either on this initial visit or when my husband and I went back to look at the couch together. It's not everyday a sales person makes you feel like they love their job and genuinely want to make the customer happy with their purchase. read more

Just don't. We went to the store to buy a chandelier on sale. We asked and were told that it was not on sale. We showed them the sign by the front door and they said,"Oh. I guess it is," in a bored manner. Then they didn't have it in stock and said we could not get it shipped to store. Delivery fees. So much for sale price. Once arrived we had it professionally installed. In a year and 1 month it stopped working. Was told warranty was over. I could have bough a cheap piece of crap from Walmart that would have lasted longer than a year. For that price it's only good for a year? Seriously? So we said we were not ok with that and they promised a manager would call back in a few days. A month later and nothing. Called again and same thing happened. Called a third time a week after that and was told,"Oops. Forgot to call back. We'll give you 20% off a new one " when we said that was not acceptable, they hung up on us. Hung. Up. How are these morons still in business? read more

Had a great experience with the staff at the 5th street store in Austin last week. The manager helped me to find a dining table and chairs on sale, even alerting me to a better sale, saving us money. The staff were all friendly, attentive, and went out of their way to help us. Will definitely be back! read more

Ok let me start by saying Lee Stauffer is by far the BEST home stylist ever ! As soon as I walked in he welcomed me with such enthusiasm and was just so passionate about his job . I'm moving into a new place and I'm not very good with color coordinating and interior designing I gave him my idea of a urban / modern look and OFF he went best ideas and honestly he is the best there is !!! If your looking to spice things up at home or just need help putting things together he's your man !! Your the best !!!!!!! Xoxo Lala read more

We have purchased many items at West Elm over the last couple of years and have always been happy with the quality and design. Sometimes it is difficult to find someone to help us at the store and they always seem to be busy with not enough staff. That said, once a salesperson is available he or she has generally been very helpful. On my last visit I was in a bind because I urgently needed some curtains for a rental property and Sabrina went out of her way to help me find something that worked stylistically and budget-wise. When I found a single curtain panel with no mate she dug through the back stock room until she found another one. I will definitely be back and hope to work with Sabrina again. read more

I'm giving the store 5 stars for the amazing customer service of Jarak Clary. He helped me to get an issue resolved in a very timely and professional way. He went above and beyond what would be expected from a manager to make sure I was satisfied with West Elm. Because of his wonderful service, I'll continue to shop at the Austin West Elm. Thanks again Jarak for all your help! read more

So I'm sure everyone moving to Austin has been given the run around by WE's lies about website stock, availability, and when it actually comes in - ordered a bed and curtains and they were 70-90 days later than I was told; this is after pulling in Cindi the Mgr, about four times. Do yourself a favor, and don't consider it if it's not in the store!!! The website is a lie!!! They never came back and credited me for being SO tardy, so I just choose to fire their asses - plenty of China-made crap elsewhere to be had in Austin. I did like and appreciate Cindi's efforts for sure, but lies aint okay - it's a systematic choice at their supply chain level, so I certainly don't begrudge her. Thanks. read more

I've had wonderful experiences this year at this store, almost all of them involving Lee! He's helped us design several rooms so far in our new house, coached us through best deals, different options to conserve our budget and assisted with customer service issues on some exchanges. He's knowledgeable, efficient, so pleasant to work with and I felt really put our needs before everything else. We'll be back again and again especially when Lee is working. I don't usually write reviews, but his stellar level of customer service warranted praise and I hope anyone who is looking for help in navigating the store goes to find him! read more

They really deserve 0 stars but I don't have that option. So, I bought a bed and paid with my credit card---so they have had my money for over a month. I waited all afternoon for them to deliver the bed (late), only to find they had the headboard only, not the bed frame. Then I got a call from their delivery service saying the bed was out of stock. After the supposed delivery. So, no bothered to call me at any time during the last month, when I could have gotten my money back and bought a bed somewhere else. Now everyone is blaming everyone else---the sales person blames the online service, the delivery scheduler blames the people who set up the orders, etc. They are horrible!! read more

Very Bad Quality leather Sofa. I rarely post online reviews but the horrible quality of this Espresso Modern Sectional Cube leather sofa i purchased from West Elm prompted this review. I have photos of this sofa I would like to post as well. I purchased this sofa from westelm.com around 2009 it went in my game room and was rarely ever used it was probably only sat on about 25 times over a 6 year period. When i bought the sofa it was advertised as leather by west elm so i was under the impression it was it was regular leather, about a year ago to my surprise the top layer of stuff started peeling off in a little circle in the center of the sofa. I was surprised because i though it was a solid layer of leather like baseball glove not leather underneath a coating of colored stuff that is now peeling off, in addition I hardly even used this couch so there was no reason for it to just start peeling off on its own. So I called a local leather repair specialist here in Austin to come out in fix it. I asked the leather professional when he was fixing it what light have caused it to start peeling because i knew it was not cause by sitting on it because it was rarely used. He told be that this type of leather can start to peel from certain types of oil from the skin or certain types of cleaners, good information to know. He also informed me that one the sofa is fixed these types of things often come back essentially the layer of stuff on the leather just starts to deteriorate and spread and get bigger. So i went ahead and got it fixed anyway, about a 8 months later he was exactly right the spot he had fixed with a layer of he had put on it to cover it up had come back and bigger and another spot had started in the middle of the sofa i now have 2 circular 50 cent piece size spots peeling up the sofa looks awful and apparently it can't be fixed. I couldn't be more disappointed in anything i have ever bought in my life, the sofa looks terrible and to boot it is not even sellable in this condition at any price. To make things worse I decorated my entire house in west elm furniture so i have spent tons of money with westelm.com over the years, it would be great if they would do something about this and help me out, I'd like to get a response from west elm on this. Perhaps i will edit my review if Westelm helps me out and makes this right. Thank you J. read more

I am not huge on writing reviews, but after today's wonderful experience with Sabrina at my local Austin West Elm store, I couldn't resist. Last week, there was a small electrical fire in my condo (everyone is ok!) and the fire department was forced to throw away all of the rugs in my home. I already have tons of furniture from West Elm, so I figured why not add some rugs to the mix. I started searching the site for rugs, and I kept finding that everything I wanted was either out of stock or not available in the right size. I decided to give my store a call to see what they had in stock, and that is when I "met" Sabrina. Sabrina went above and beyond to help me find the perfect rugs for the areas I needed to furnish. She spent a lot of time thoroughly describing the look and feel of each rug we talked about and really made me feel comfortable with my purchase. The level of customer service Sabrina provided me with today was top-notch and something that I needed to share and rave about. Thank you to Sabrina and the West Elm team for being so wonderful to work with. read more

I am not sure about all the bad reviews. I have never had such a professional and SINCERE help with a very difficult apartment in Austin. Kara at West Elm understood my aesthetic (I am a designer myself and so I have very particular taste) with just a few photos I sent to her. She furnished the whole apartment for my family before our arrival to Austin. She put the bedding on the beds, she even helped with the assembly of the furnishings. I have never met such a sincere, generous, tasteful, and DEDICATED anyone in any of the furniture places anywhere. She truly accomodated our timeline, chose just the perfect furnishings, and even went out of her way to add a vase, and a plant and a lot more details. She even opened the boxes of our kitchen (a tedious job) packaged goods and other stuff and placed them all in the designated spaces in the apartment. I have to say the only thing we had to do when we arrived is give the apartment a good cleaning (the apartment building we live at are not very good at handing clean apartments!). It was heaven. Kara is talented, and sincere. Generous and responsible. All in a calm, collected, and kind manner. read more