Awful customer service. Avoid this location at all cost and take your $ somewhere else! "Manager" on duty offered no solutions and was no help. Even too lazy to walk over to a mirror to check the type of hardware on the back. Hung up the phone on me. Rude! read more

After looking online, I knew the two items I wanted to order. Since I was having dinner at the Pearl, I decided to stop in the store and see if they had the items. Unfortunately, they didn't. However, Maggie Mueller was extremely helpful in showing me similar pieces and helped me determine if I wanted to order the items. Because the two pieces were on-sale online, Maggie assisted me with the ordering. Maggie ran into some issues and called on the assistance of the General Manager, Shane, to assist. Together they were the dynamic duo! They called on Alex from the Dallas store to help. The Dynamic Duo now became a Trio of Outstanding Customer Service! It was a wonderful experience and I'm so thankful for Maggie, Shane and Alex for going above and beyond to make for one very satisfied customer. read more

Store was neat and organized! There were 2 employees - Ray and Jayshona (not sure I spelled right?) and they were both friendly and helpful. read more

west elm - Pink coupe glasses. - Furniture Stores Near Me - San Antonio, Texas

If their customer service is any indication of their shipping time and quality of their goods, I have little hope that this review will be updated for the better. My husband and I went to the Pearl to see a light fixture in person and hopefully purchase it in store. We walked in and received a greeting of the day shouted at us from across the store. We were the only customers in the store, which had no less than 5 employees all on various terminals or wandering about. Not one of the five could tear themselves away from their pertinent work to assist us, even though it was clear we needed help. We attempted to decipher sizes and finishings and were passed by employees at least six times. At first we said we should hunt one down to ask for help, then, after chatting, thought, "Why the hell do we need to hunt them down when we're the ones who want to spend our money?? What are ALL five of them doing that's so important that not one can help us, let alone acknowledge our existence." We were on our way out, my husband declaring, "If they don't want my money, I'll not spend it." But, me, having found the light fixture I'd been searching for asked him to reconsider. We walked up to the employee at the register who threw a hello at us when we walked in and had her place our order. I doubt we'll ever darken their doorway again, though. No need to spend money where you're not made to feel welcome. Hopefully, that's the last of the poor experiences with WE. read more

Awful customer service. I was looking for a new desk and they didn't have what I saw online so I asked about it. The woman mentions another collection and walks away like she is going to show it to me and never comes back. She treated my family like trash and acted like we were a nuisance for existing. The furniture also looked cheap yet is way overpriced. Don't spend your money here unless you want to be disrespected and get garbage. read more

Wow is this place expensive as hell. I guess if you care about telling people where you buy your furniture this place is for you. Otherwise you have way more options without breaking the bank! read more

We went in the place to buy a couch we had liked on their website. No one asked if they could help us. We hunted down a Sales Associate who called in another Sales Associate. The young man had NO idea about stock, materials or delivery. After 40 minutes of looking, we saw something we liked. He then informed us it didn't come in leather! This place was so unprofessional we walked out. read more

Bought chairs that once assembled, squeak a lot. Recently have been assembling many pieces of furniture so I know it is not just me. The parts do not fit well together and result in being slightly wobbly and creating a squeak. On top of that the chair itself is not comfortable to sit on for more than 5 minutes. Would not buy from this place again based on a crummy experience with quality. read more

Love the selection of items I can spend thousands of dollars here in bliss, the items and craftsmanship isn't anything to scoff at especially considering the price points are rather reasonable. The store often doesn't have the item available immediately but on a rare occasion you can get it right away read more

See all

Mid-Last year well before the Covid delays...my wife and I ordered a complete dining room set and master bedroom set online. We had to wait almost 9 months for most of the items after being charged immediately for them. I dont have enough time to tell you how ridiculous working with West Elm was. Do a simple google search...apparently this happens with them regularly. I had to spend hours on the phone with customer service to try and resolve the problems. (IE Items damaged, items showing delivered but not, items showing not delivered but delivered, etc) It got so bad multiple West Elm representatives started to bad mouth their own company. I will never buy another item from West Elm and would recommend everyone do their research before purchasing anything from them. They promised me substantial credits to make it right, then they gave me a small fraction of what was promised and then the "Senior Lead Customer Care" ghosted me and never responded again. read more

Massively disappointed with our experience at West Elm. We read reviews about poor customer service, especially with delivery but figured we would have better luck. My wife and I purchased a couch and loveseat in September of last year with the understanding that our couch would be delivered early December and the chair by March. A long turnaround time but we were okay with that given that we expected the furniture to be high quality. Fast forward to mid-December and no word from furniture scheduling, We were told our order had been incorrectly entered in the system and that the couch had been sitting in a warehouse for over a month. After fighting through customer service, the couch was finally delivered in December, but was visibly damaged and was taken back by the delivery company. We again contacted customer service to find that they would not be able to supply us with an undamaged couch until March at the earliest. Even with these issues, customer service maintains it is impossible to expedite production or shipping as they do not have control over their own production vendor or delivery service. We requested that the damaged couch be re-delivered so we would at least have something in our living room temporarily, and they agreed, but we never got the confirmation call and now the delivery arm of West Elm refuses to deliver the damaged piece. DO NOT make our mistake and waste your money and time with this company. We will be working to get our money back and recommend avoiding West Elm like the plague. read more

Cheap product that is way overpriced... BUYERS BEWARE, don't fall for the "oh it's modern" tactic

The problem with premium brands/stores is that premium is subjective. I came in here looking for the Harmony sectional that I saw online and it's funny because online it says it's one of the most popular-selling sofas/sectionals for them, but their only store in San Antonio (which is a large emerging market for their target audience btw) doesn't carry this. Outside of that, I was in the store for over 30 minutes and the only time I got contacted by an employee was when I was on the phone laying on a mattress in the back near the employee area. When I was off the phone and looking to ask questions employees just brush past you while looking down or if they're the cashier, they're too busy carrying on and being too over-personal to realize how many people are walking in and out without buying anything (which as I was laying on that mattress and walking the store I was observing and it's a staggering number). The other funny part, is I'm willing to bet these employees are on commission. Yet based on the service I saw, you could've fooled me. Premium doesn't just start with how something looks or feels. It's the overall experience and that includes the service behind the product. And if you don't have that all-around premium experience, it just comes off as overpriced. Secondly, I'm just going to drop this right here as a warning to the next person on what I found about West Elm's furniture while doing my own research (since you seemingly can't get help in the store): https://www.vox.com/the-goods/2018/10/12/17963892/west-elm-customer-service-couch-late-shipping read more

So I like many people purchased the Peggy sectional. After losing countless buttons and dealing with sagging seats we contacted customer service and were told that buttons are on back order but one day we would receive them. I was super excited to read the countless news articles that West Elm was offering a full refund for this couch. Initially we called and West Elm assured us we would get a full refund. Since then they have changed their tune. They are no longer offer refunds we were told. But they'd be happy to send us buttons...oh, but they are on back order...yeah, well I've heard that before... still No buttons. The stuff here is cute, trendy but does not hold up. read more

Terrible customer service! It's sad to say that my husband and I really wanted to buy lighting from the West Elm San Antonio store. However after walking the empty, Oh OK but it only can be tiny stuffsmall store for 20 minutes without one greeting, while 5 store associates stood around as if we weren't there. read more

Awesome store if you don't like traditional boring mom and pop furniture, everything in this place is so cool that I could literally furnish my entire house with this stuff . I'll definitely be doing more shopping here in the future. read more

The most unprofessional service at pearl. delivery date is completely unreliable. the store had no knowledge where the order was at any time. the worst shopping experience ever. they should not be at pearl given their service level. My items still not delivered and now I was promised yet new delivery date a week away! How can store no being able to track their own merchandise! read more

This store needs to get it together. We had our wedding registry here, and were so excited to shop. When we got there, they handed us an old iPod that hadn't been charged. We only scanned one thing before it died...and they told us to wait for it to charge or do it online. When we went back to return a few things from the registry, no one had any idea how to return anything. It took a manager to figure it out. The saleswoman asked if I wanted the gifts put back on the purchaser's credit card- first of all..no. Why would I want wedding guests to know that I was returning their gifts? Second of all, I don't even think that's a real option since I didn't have the credit cards. In conclusion, this store (which my husband calls "Glorified IKEA") needs to figure it out fast or they'll lose any real customers. Do yourself a favor and shop online or go elsewhere. read more

Amazingly professional and friendly staff is dedicated to ensuring great customer service. Highly recommend!

Meh, furniture looks nice but feels terrible. Not ergonomic, maybe practical on the budget. Might consider this place for decor but no further. read more

This has been the worst experience that I've ever had with a furniture company. My wife and I spent a lot of money there buying furniture for our house. After we paid the nightmare began. First they delivered a floor lamp without a shade. When I called them I was told that they mistakenly sent it to the warehouse. Then today I waited to have a bed frame and headboard delivered. I'm having visitors and the mattress is on the floor. Well they showed up without the bed rails just the headboard. I guess my visitors will have to sleep in the floor! I cancelled the rest of my order! Beware if these people. Once they take your money their after sales customer service is a joke! There are plenty of furniture stores that do a competent job. This isn't one of them!!! read more

Great costumer service! They were very helpful and super nice! I'll definitely comeback soon! read more

Decently priced furniture and excellent customer service. I've ordered a lot of the industrial raw mango wood pieces when the store first opened. I recently just went back and bought some new bedding. Was tempted to buy a new bed with it. Check this place out! read more

The management and the staff here couldn't be worse. It's funny, actually, I went in recently, and I was complaining to my friend that the staff was just the worst, and that nobody was going to greet us, and we would have to sort of beg and plead and grovel in order to be helped. I was going in to buy a couch. Ready to buy, money to burn. Anyway, we walk all the way around the store, within (literal) reach of like a half-dozen employees, and we were glumly ignored by ever single one of them. No simple, e.g.: sup, playa?; good afternoon; no half-hearted smile. No effin nothing. I was finally like, look, I can't give these people my money. Let's go somewhere else. The silver lining is that I could tell my friend I was right. But, on the other hand, the place is a disaster. Where are your QC secret shoppers, West Elm? Haha. When I have gone into this overpriced store (bought a couch there once before, bought a bunch of bedding stuff) before, like the penultimate time, for example, it's been like this. I was milling around this one section for quite a while and being completely ignored by a person just feet away. I finally asked her a question, then she tersely answered and went back to work, seemingly in a real rush to get back to whatever she was doing and away from me. So I persisted, not wanting to drag this trip out, knowing what I needed. And, eventually, I got her to look something up and discover that what I wanted wasn't in stock. She actually made some snide remark about guys and guys' preferences (the gist was something along the lines of all guys are, I'll just say, the same), yet, when it was time for me to bolt and just order it online, she told me that I should order it from her instead of ordering from the site directly, kuz she would benefit. Ok, great. But here's the thing: what did you really do? I had to beg you to do your job, you made a silly joke, kind of at my expense (certainly didn't seem warm and jokey, was made unsmilingly), but when it's time to order something, I should definitely give you the credit. I did order it through her, but the point is that this is sort of like the m.o. and the attitude for this spot. It's like it's run by a herd of skittish and maladjusted cats. The place just sucks. Couldn't feel less welcoming. They need to just start over. read more

My sister calls this her happy place, and, although we never see eye to eye on much of anything, this is where we come together, hold hands, and frolic through the metaphorical fields. Sometimes we end our sister dates here after perusing through several of our usual shops. I love West Elm style, which offers well-made and beautiful furniture and tchotchkes. While I may not always be in the market for a gorgeous buttery leather couch with heavenly minimalist lines, I may be swayed to buy a vase or a throw or a comforter or a set of plates that I don't need but I absolutely want! And if those buttery couches get any more buttery, one may just find itself sliding into my home one of these days. Whatever the reason, it's nice to drop by and see what's new and update something, however small, in your home. If you get it from here, it's sure to be talked about and fawned over when family and friends pay you a visit. read more

The customer service at this store is truly terrible. I went in recently to purchase one small item, stood at the checkout counter for a few minutes waiting for someone to come up. Someone else got in line behind me, still no one. After about 5 minutes, I start to walk around to see if I could find someone. I come back up front after another 5 minutes, finding no one and there's 4 people standing near the register waiting to be helped. Someone finally came out from the back I guess as I was leaving, but I chose not to purchase anything. This isn't the first time I've had a bad experience in this location and likely won't be returning. I've purchased things online and my service has not been much better. Cute stuff but bad customer service will keep me from spending money anywhere. read more

I was excited to finally get a west elm in the area and stop the drive to Austin to shop. I made a return at the store and the kid who was helping me looked extremely confused with a simple return task. I asked multiple times is this going back to my card. He assured me yes. Instead of simply asking a co worker or manager for help he clearly did it wrong because I never received credit to my card and instead received a store credit in the mail?!?? Thank god west elm's main number was able to help me get this sorted out. Some training is needed. A return isn't a hard task, I've worked in many retail environments and had he asked for help I wouldn't be a dissatisfied customer waiting for hundreds of dollars to be returned to me. read more

This is the most welcoming store I have ever shopped at, in all of my years this is by far the best customer service I've ever had! As soon as I walked in I was greeted by a girl named Ashley, she literally had a smile on her face from the time I walked in to the moment I walked out. She was such a big help with everything I needed and very knowledgeable about West Elm's product. Because of this experience I will be back to shop again. read more