Our couch was ordered in February. It arrived today- 6 weeks late. The delivery man installed the legs and broke them in the process. We sat down and the couch broke- first day having it. The screws are completely stripped. The delivery guys were in a big hurry and did not take their time or care. When I called customer service I was instructed to make a report and send photos. We did that and also went into the store we purchased it from to try and remedy the situation faster considering we have nothing to sit on in our living room. Unfortunately the manager was completely rude and not helpful at all. I love west elm but can honestly say I will never purchase a piece of furniture from them again. Horrible customer service- especially for the price point. Save your time, money and efforts.

We bought some brass pots for $150 each, they were store models and were slightly damaged. They did not have any new in box that were available so we had to take the ones that were on the floor and kindly asked if it was possible to receive a small discount for the scratches on each pot. The “manager” Melany was extremely rude from the beginning. We had to ask her twice if she could check if they were available in the back, my mother-in-law is a joker and attempted to make conversation with her and she had no interest in conversing with a customer. Someone who works in customer service should at least have the decency to respect customers and treat them with kindness. Overall, the customer service was horrible. Our scratched up pots will have to do :)

Had our delivery rescheduled 4 times now over 3 months time. No email! No call! No information what so ever. When we call they just read the information from the tracking. Meaning our bed frame is scheduled once again for delivery tomorrow when the website says it hasn’t even shipped yet. The company doesn’t care. We were big fans until we actually had to buy their products.

After reading about the poor customer service, Ive decided not to buy from West Elm. Too risky. I choose to purchase quality, mid-century furniture from a company that is customer-obsessed.

There furniture is nice and good quality but quality comes with a price

Excellent quality furnishings. On the higher side, but they have good sales if you can wait for what you want!

Very very low inventory of Christmas ornaments and no holiday home essentialsThere were no kitchen ware, tree decor, fire place or outside decor. Very disappointed.

Love this location. Staff always very helpful.

Was here before 7:00 p.m. posted closing time. Doors already locked. Girl inside ignored me. Have been wanting to purchase a few peices of furniture that I wanted to see in person, particularly a sofa that I could check the comfort of. Extremely disappointed that particularly during a pandemic, when business is difficult, that they would blown off business like that. I made a trip down here specifically for that.

The staff was incredibly helpful and friendly!! I love that things I didn’t find in store were quickly ordered online and delivered straight to my door in a couple of days!! West Elm has awesome sales as well! 😍

Customer service is a 0. Staff does not seemed trained on how to greet customers nor ask if a customer needs help.

After having furnished a while house with West Elm, I’ll never purchase from them again. There is no customer support for parts or products after you purchase. When the store wouldn’t help me, I emailed corporate thinking they could help me get parts to one of my pieces of furniture. They politely told me to pound sand and that they don’t do that. With the prices their furniture costs, I would have expected far better customer service.

They have a small pop-up market in their covered parking lot, as well as, a few more vendors inside. A very nice select of items from food to plants. The store itself is a furniture and decor store with many beautiful things.

This store is amazing! Such a pleasure to shop. Staff is very friendly and knowledgable. General manager Viviana is super nice and has a great taste!

Great furniture but horrible delivery option and poor customer service. We were so excited to start our new home and had to wait Months for our furniture and it came at all different times. They never had the decency to call and let us know things were ready and website never updated status. Very hard as most people have day jobs. Do not recommend.

Being a guy, I have trouble distinguishing this store from Crate and Barrel - both very nice places but can cause sensory decor overload. Having said that, the heavy leather chairs and modern tables are to my liking. The other stuff..well.

West elms proximity to the Pearl is no coincidence. They offer a variety of high-end furniture and housewares that have a distinctive modern and minimalistic character. Its the kind of furniture store where everything, as if by design, is a perfect match for your luxury condo, apartment or renovated house.

The place is super stylish and their designs are nice, however, trying to get things delivered is a nightmare. We ordered a couch on August 2nd, then got a notification our order would be delayed until October 23rd (ok cool we can be patient) and now recently got another email stating it would be further delayed until January 26th! Almost 6 months to get anything is ridiculous!!! I could have ordered 3 different couches and have had them delivered with many other furniture stores. So long story short, if you have a lot of time then this is your place.

Super unfriendly staff. They huddle around and stare at you. Maybe they assume because of the color of my skin, I wouldnt buy anything. WRONG!!!!! You will not gain customers being unfriendly and unhelpful. Everyone loves good customer service, something to consider..

This place is really nice and has a lot of modern designs for home. Be prepared to spend a pretty penny.

Horrible customer service. Order two desk chairs last year one broke. They ordered a replacement on May 9, 2020, got an email May 23, 2020 said it was shipped to store and would arrive around May 30, 2020. June 2, 2020 no call so I looked at email tracking information and the order was canceled. No email to tell me that. Called June 2, 2020 they said it was canceled because it was not in the warehouse. I have never heard of this before. I got an email saying it was shipped REALLY! Ordered again and now it says July 27-29, 2020. I HAVE A BROKEN CHAIR PEOPLE. This is just bad business and in a time when you need to sell, get your act straight. Called the store where I ordered it and they are no help Gave me phone numbers of store that might have the chair. Your screw up and faulty chair what a crock. They need to find the damn chair from what ever store has it and get it to me.

Excellent customer service at an adorable store in a great location!

Alecia was so helpful and wonderful to work with! I was looking for the pink hex table, which is shown, but not available, online. After calling the online customer service line, they gave me the numbers and location of the few stores nationwide that still had the table. After calling serveral and being put on hold indefinitely - only to be to told no, we wont ship it to you, I called the San Antonio store. Alecia responded quickly, inspected the item, was willing to box and ship it to me, and Ill have it in 3-5 days. She went above and beyond, despite the fact that Im in Colorado, and likely cant shop in her store physically. Her customer service and attitude was beyond professional and friendly!

Rude staff and will not be shopping there. We went to buy a leather sofa and they first kept us waiting for 20 mins as the staff walked around doing nothing. When someone finally came to help us they refused to offer a home delivery service. Given the amount of money we wanted to spend, you would expect a retailer to acknowledge your needs and work to find a solution that they offer online. Wasted hour, will never go back.

I got design service but no one ever followed up. I went to the store to discuss but was not really helped and dismissed. I guess my new space was not worth their time.

Beautiful furniture. Just wish they weren’t as expensive.

These people are totally incompetent. My wife and I made the mistake of purchasing furniture there about one month ago. First they delivered our lamp without a shade and told us that the shade was sent to the warehouse by mistake. Today they delivered a bed without side rails so I guess my visitors,that are due in this afternoon, will have to sleep on a mattress that’s sitting on the cold floor! Beware of this company there is zero after sale service. I cancelled the rest of our order and we’ll find a furniture store that values our business and time. These people are a joke!!!

Everyone at this store is super nice and helpful! Also the only place youre going to find quality mid century modern furniture and accessories in SA

Amazing selection. Beautiful store. So many great deals!!

The ladies were friendly, professional and very helpful!

Went in with the intention of buying a couch. Walked around among the employees in the otherwise empty store for a while without anyone asking if I needed help. Walked up to a guy & told him I wanted to buy a couch/ asked for some info. After he read the info off the computer screen he left. Guess they dont work on commission. Ill be purchasing this one online.

Horrible customer service! Do not go here. They charged us for 4 items that they did not give us. We left the store and realized ourselves, called them back, and they claimed they left it in the parking lot despite them loading our car themselves.Horrible experience, would never go here again.

We have a good time at this place

Stopped by for sinful, and beautifully presented ice cream drink created by Honeysuckle on our way to Luminaria. Thanks West Elm for supporting local artists!

Beautiful store! Good value and customer service

Place was not busy at all. Can I help you with anything would have been nice to hear!

Found the item I was looking at this store. Beautiful store.

Staff isnt terribly knowlegable and is pushing the sales but the selection is great and they do occasionally have good sales. They also sometimes do community events like Honeysuckle Tea Time Milkshakes.

Ordered online for a pick up in store, it was easy and quick!

Need better loading zones

This store is heaven for any mid century modern lovers!

- HIGH END IKEA -was in there recently for a sale. I found a couple of pieces I liked that were reasonably priced, but there were several issues.The lady helping me f*ed up the coupons for the sale and ended up over charging me more than 100 dollars which I did not even notice ( had kids with me) and had to go back to have corrected which took almost a half hour.Oh and they apparently dont deliver, lady told me that the items would be shipped to the store and I would have to come pick them up.That they would call me to let me know, too bad I never received a call or an email; however I did receive 6 promotional emails while waiting for my items.Finally I got the pieces home, the boxes were extremely awkward and heavy (Yay for apartments) and took me not too long to get set up. =/Id recommend going someplace else. Funny story the same day I bought these from West elm I bought a dresser and night stands from L.S. you may spend a little more but theyll deliver it pre-assembled without a delivery fee

Beautiful store, ugly customer service experience. You might want to try not ignoring your customers.

Little pricey, lots of cool stuff.

Love this store has so much cool stuff

Now open. Glad to have West Elm in our San Antonio presence.

Really good quality home accessories

Great minimalist decorating ideas

Fun to check out ideas for the home.

Very nice items.

Contemporary furniture,affordable prices

Spent about 20 minutes looking for a media console and nobody asked if I needed any help - there was probably 4 associates on the floor. If you sign up for their email alerts, youll get 2-4 emails a day... overkill.

Didnt honor rewards or promo

We bought pillow cases on sale

San Antonios version of Magnolia in Waco

Excellent staff!