west elm,

201 East Grayson Street, San Antonio, TX 78215

"Beware of the quality. Management is inept as well as most of the employees who have no clue to what to do with this issues."

"Old stuff we grew up on. Didn't see anything outstanding. Over priced for things your grandmother has in her house right now."

"Near the San Antonio farmers market. It’s cool stuff if you’re in the market for it. Think chic, comfy, fluffy, and somewhat plain in design."

"My friend and I went this morning. We were looking to buy a few pieces of furniture. No one greeted us. We went to the front desk and the girl there I think her name is Ayana very young. She had the WORST attitude! She acted like we were bothering her! Oh well. We left without buying anything!!"

"If you actually want to purchase and receive (undamaged) furniture within a timely period (or at all), DO NOT order from West Elm. While the in-store experience was nice and the local staff were helpful, we experienced issues with their order process, furniture scheduling/delivery group, customer service, and products. Their behind-the-scenes is a total mess. We gave West Elm every chance to fix the issues and spent significant time on the phone with customer service over the past month, but West Elm was unable (or unwilling) to remedy. Specifically, we were given a 3 month turnaround for a piece in a "quick-ship" fabric and 5 months for another piece, each to be delivered when available. West Elm put our order in the system incorrectly and so the first piece sat in a warehouse for over a month, didn't ship when it was supposed to, and required significant time with their unfriendly furniture scheduling group to get it scheduled for delivery. It showed up damaged and we were told it would take another 4 months to get a replacement (so in total, a 7 month wait). We wanted to see if West Elm could expedite production or shipping for the replacement, but customer service informed us they have zero power to do that as the production and furniture scheduling groups under the parent company have no accountability to West Elm. I heard the production group has 7-10 business days to even read requests from West Elm customer service and has no responsibility to take action. We talked to the local store and the solution they offered was both them and us calling customer service daily until there was so much activity on this order that production might notice and take it seriously, which was not an acceptable or feasible fix. At one point, we thought we had a temporary solution, but customer service reneged on what they promised. Overall, customer service was hard to reach, they provided inconsistent info about what could or couldn't be done (or what was or wasn't being done), and failed multiple times to call back (e.g., one rep experienced technical issues and the call dropped, another promised to call back with more info). We wanted this to work out but had to cut our losses at some point. We aren't willing to wait 7 months for a piece of furniture and don't trust that West Elm will even be able to deliver it then, so we have requested a refund. Apparently it may take over two weeks even to get our money back as it has to go through different groups and approvals and then a call to us to confirm even though we just want our money back on the same card. As my card was charged almost two months ago, I almost feel I should be charging them interest for a small business loan. Overall, our experience with West Elm was a frustrating waste of time. I'm still trying to get our second piece scheduled for delivery and don't have high hopes for how that will turn out. I'm not sure how their business model works (or whether it does based on the reviews out there) and I would strongly advise people to buy furniture elsewhere."