west elm

Category:	Furniture Store
Address:	1011 W 5th St #100, Austin, TX 78703, USA
Phone:	+1 512-320-5415
Site:	westelm.com
Rating:	3.9
Working:	10AM–8PM 10AM–8PM 10AM–8PM 10AM–8PM 10AM–8PM 10AM–8PM 11AM–7PM

Location

Photos 100

Reviews 7

Julie Osborne

Two stars because I love their furniture, but their delivery system and customer service is CRAP. Ordered an out of stock couch here on March 25th. They let me know it would take a while to come back into stock, but that they wouldnt charge me until it shipped. Okay, cool. Thats fine. Flash forward to the end of May. The full price of the couch is gone from my bank account, no warning. I had expected to at least receive an email saying "Hey, your couch is shipped." But no, nothing. I checked the Tracking info for my couch, it says its at their warehouse. But on the same page says "en-route to our warehouse." Which is it? So I email their CS line and get an automated response "We email back within 48 business hours..." Okay, fine. TWO WEEKS go by, nothing. No response. So I call their CS line and ask where my couch is because hey, you charged me, which you said you would only do once the couch ships. What do they tell me? "Oh no, we consider it shipped when it leaves the vendor and comes to our warehouse. But its not ready to be shipped to your house as the vendor forgot to include something and itll be another 2 weeks before we can schedule delivery." Wow. Okay, great. More waiting. Fine. Then I get an email today saying "Your couch is at the warehouse and ready to be delivered. Please call to schedule a delivery" Awesome! Were finally getting somewhere...or so I thought. I called their line and the lady proceeds to tell me that "Oh your couch is at the HOUSTON warehouse, and they dont deliver to the Austin area. So well have to redirect it to the Dallas warehouse and THEN we can schedule a delivery. Sorry. Itll be at least another two days." ARE. YOU. KIDDING. ME?! Why even send it to the Houston warehouse at all?! Why email me if its not ready for pickup? Why did my phone call have to be what caused you to realize it needed to be redirected to a different warehouse?! Shouldnt you know that? And dont tell me you wont charge me until it ships when you really mean you wont charge me until it comes back in stock. No one else in the world considers it shipped unless the purchase is on its way to the customer. Very, VERY unimpressed and disappointed. I love their stuff, but if this couch comes in and is literally anything less than perfect, my husband and I are returning it and will not be ordering from them again. Very poor customer service.

Branson Fustes

Staff & Management Made Things Right! After several months of searching for a sectional, my wife and i selected a sofa from West Elm- the staff was helpful in ordering and very clearly communicated the lead time due to the fabric selection. Despite this attention, there was a inventory discrepancy in their system, which resulted in a early scheduled delivery, that was then canceled, then a lead time that was even further out that what the website stated. My subsequent attempts to determine what had happened by calling WE were frustrated as it seemed that the customer service reps had access to the same information i had. After a week of calling and emails- i contacted the store manager, Jarek, and he immediately responded saying hed look into it. Within days he was able to get clarity and expedite our order. I know that things dont always go smoothly, and when they dont its helpful to have folks respond in the way Jarek did. I highly recommend both our sofa (peggy sectional) and the staff at WE on Lamar.

Meaghan Amini

I am not one to write reviews nor typically complain about a business; however I returned a bed I puchased 3 days after receiving it on Sept. 8th of 2015. Since then I have been charged with late fees and finance charges due to the slow return process. It is Oct. 27th and Im on the phone with the return warehouse and the lady explains that "the bed hasnt been returned yet, its in the warehouse but hasnt been scanned in". Well Im sorry but you not returning it in a timely manner is making me pay for an item of furniture that I returned within the 30 day policy, but am still being charged for 2 months later. Please return times in a timely manner so people do not have to pay for your business slow process. I will still not receive my paid money on the bed for another 3 weeks she says (thats when they can get to the return). It is annoying to pay for an item that you do not even have in your possession, as well as be charged late fees and finance charges through the west elm card during that period.

Wade Gillham

The store is okay... typical retail. The delivery and set-up of purchased furniture was terrible. We purchased a queen sized bed, two side tables and a floor lamp. The crew showed up without the right slats for the bed and told me they would not assemble the floor lamp ($699). I picked up the side tables myself. The next crew came the next day with the right slats but told me that they should not be screwed into the frame because it splits the slats. They had promised to assemble the lamp, but again, declined to do so when I asked them to. Then I tried to make the bed and the slats all fell on the floor. GRRRR. I called West Elm customer service. After 23 minutes, they gave me the number of the delivery service that just did the terrible job twice already. I am currently on hold while they call the number themselves to ensure its done correctly this time. I will have to watch them to be sure, but at least I can do something else while they are providing the furniture I paid for.

Shannon MF

I have never been in West Elm but for my boyfriends birthday, I took him here to pick out some new sheets. I know it sounds silly but he is a big fan of West Elm and had been talking about wanting new sheets. The store is filled with home decor and goods of various styles and types. The prices are a bit high but you can tell the quality is supreme. Even though there were plenty of other shoppers in the store, we were greeted properly and helped accordingly. We had to wait a little to be checked out but the cashier was more than helpful and even gave us the couponed discount (without a coupon) because of out patience. We love the new sheets and I am now hooked on West Elm.

Gary Hwu

The inside of West Elm looks just as nice as the outside view, with several pieces of beautiful furniture displayed by the windows. I came here with no intention of buying anything. But after several minutes of browsing their items, I had the urge to start grabbing things left and right. Fortunately the price tags on all the items were very expensive, causing me to put back the items. I consider West Elm to be a great place for interior design ideas; their set up is visually appealing and their items are all easy to find. Although everything looks appealing, the expensive prices definitely keep me from buying anything here.

Jeffrey Siegel

Its West elm, the products are what youd expect - not amazing quality but nice style at high prices (for the materials). This location had a decent selection of both furniture and linens to view and has the Casper mattresses to test. Its well laid out and easy to navigate. That said, the place was also a bit messy with items strewn about on the floors and walkways blocked off with random inventory in piles. We also spent a decent amount of time browsing without once being approached by a sales staff or being offered assistance. Very different experience compared to crate and barrel or restoration hardware...