west elm Outlet — Local services in San Marcos

Worst experience with the store employee Shelby. Very rude and unrespectful. (Other employees i worked with are very nice, not sure about the manager). I contacted the store to confirm if the price of an item is the same as the online sales before i go to the store and they did confirm. So I drove to the store. Once you drive 1 hr to get there and they told me sorry the price is different. I was like what the ...Such a waste of time. Also, believe it or not the outlet sales things more expensive than the online sales for many items. Besides the item i was coming for, another piece i was thinking about to purchase I found in store. However i found out that online is 50% plus cheaper than the outlet store. Their pricing system seems to have an issue or may be they did it in purpose, i don't know. How come an outlet has a much more higher price? What is the purpose of having an outlet store?! You would think that outlet should be at a deeper discount than the regular store. But sorry it seems like this is not true for this store. Better off avoiding this store and buy online or just avoid west elm as a whole and shop else where. They did have good looking pieces but most furniture are cheaply made while pricing high. The outlet store also carries defective products but there's no detail provided like the condition and where there's any missing parts. Many pieces there have severe scratches, dents etc. If you are going to purchase here you need to carefully inspect the item. Otherwise, you know... all items are final sale. Seriously, other modern furniture stores has much better pricing, quality and service. Just...

I called and put a chair on hold that my wife and I had seen in store, at this location the day before. The hold was confirmed by a staff member and we were told that we had 2 hours to come purchase it. We rushed to San Marcos from north Austin to make it in time. We made it to the store before our 2 hour hold had concluded. Upon arriving at the store, we noticed the chair had been sold. When we spoke to the manager about this, we were told that it was a West Elm staff member's fault for not confirming the hold with the other staff members. We were also told by the manager that there is nothing that can be done about the fact that we had a hold on the chair and they sold it. This was a huge waste of our time and money. This store, their managers and their staff do not care about or respect their customers enough to call and let them know that a product that is on hold is being sold. It is also very odd for the manager to blame other staff members with no intention of rectifying the issue with the customer.

This was a huge waste of our time and overall a very disappointing and...

11/11/2031 Not leaving one star because of the service or offerings at the store, but because every time I stop by to see what's available - and I'm there at least, once every other week, the nice perfect condition finds are either sold or on hold by the general manager Vanessa. Despite the holds being several days old, the staff won't relinquish them to the customers because it's the general manager who has them on hold. I totally get first come first serve but when it's the manager who gets dibs on all the best items coming through, that seems a little off to me. If you ask me, she's probably selling it on the side, who needs THAT much stuff.

Update 4/1/22

Vanessa has decided to change her name to Carissa. Assuming she got in trouble but corporate is too lazy to address the situation.

Will update next...