The delivery was a bit late but the people who delivered the chair were very professional and nice

Spent over $10k on furniture from this company at the Fort Worth store. Almost three months later we still don't have the furniture. We have gotten "confirmed " delivery times three times. Each time we get bumped with no explanation and no contact about the change except a generic text message. This has been going on for almost a month. Calling customer support gets you an hour long wait on hold just to be told there was a problem but the rep doesn't know what it was. So you can only wait for the next "confirmed date". Horrible delivery system and horrible customer service for when there is a problem. I recommend you not buy from West Elm anything you can't take home off the floor of the store. read more

Five stars for having two perfect chairs for me today. Ironically the last thing I bought here was two perfect occasional chairs. Not sure where me past reviews have strayed too? Chances are youl find something useful here to make your life more comfortable. Go! read more

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Sit on the ground before you order a chair from here. After waiting 2+ months, the delivery was set for yesterday. I tracked the delivery online, and the site said it would be delivered at 7:16 pm. I stepped out of the house (into the yard) at 4:30, and apparently that is when they called. Since I didn't answer, they didn't bother to try to deliver or to call again. Today when I called to reschedule, they said that I had canceled the delivery. I had not; that was someone's CYA for failing to deliver my product. I asked for a refund. They replied only in merchandise credit. I will say the individual I spoke to did try to help and was lovely to deal with, but this company and/or their delivery service is terrible. Key takeaways: (reasons to NEVER purchase from West Elm and/or their sister companies) 1. When I ordered the chair, they didn't say it would be 2+ months for delivery. Only after they had my money did I get notice of that. 2. Their delivery company or their delivery tracking website is the worst. Either the fulfillment delivery company doesn't bother to update delivery times, or it is designed to be misleading. 3. They will actually say you canceled something that you didn't if they screw up. 4. Most importantly, your refund, if you want it, will only be in merchant credit. (At least that was the case for me.) I recognize this is a first-world problem, boo-hoo, my chair is taking too long to get here, and so on; HOWEVER, if you would like to buy a chair and have it delivered before the styles change, purchase from elsewhere. I see others have had the same issue. Buyer beware. Read all 1-star reviews of West Elm before you spend your hard-earned money. I'll be back if this isn't the most well-made chair in the history of chairs. As a typical human, if I like it, you won't hear from me about this topic again. Don't make my mistake; Don't buy from anywhere that is affiliated with Williams Sonoma. Godspeed, little chair. read more

I came into the store intending to purchase a table today if I was able to find one that I liked at a lower price point than the ones I saw in the design district yesterday. Upon entering the store and basically walking around the entire store nobody said anything to me. Finally, as I approached the back of the store, a woman (maybe Asian, not 100% sure) asked me if I needed anything. I asked whether the tables on the floor with no label were unavailable for purchase since they weren't labeled. She for some reason felt the need to clarify that the floor models weren't for sale (DUH, but you don't have labels on them so how is anyone supposed to know the price, the name to look it up online, or what other colors they come in considering the sales associates are ghosts). I asked her about 3 tables, she gave me the name and prices, great. As I went to the back to look at the "sale" furniture I noticed a table that I had almost purchased online the day before in the area. I walked up to the table and was APPALLED. The table was in such poor condition and they were still selling it for $400! The metal was VERY scratched, there was something stuck on the glass (maybe candle wax, idk) and the wood veneer was bulging where the screws underneath were. I couldn't believe they were actually selling it for $400 still. I waited a bit to ask the associate in that area whether the metal could even be repaired but she never addressed me at all. As I was walking out of the store another associate finally asked me if I was finding everything okay. By then, I was over it. Barely impressed with the furniture and very underwhelmed by the in-store experience. I don't mind non-pushy sales associates at all, but if you're not even going to properly put labels on your furniture then you need to be readily available for questions. This experience definitely did not give me a good impression of West Elm, most of their items are wood veneer and look cheap in person compared to pictures online. Not to mention they charge for delivery online even when purchasing $500 items (I know because I just bought one that I returned) and they even charge for delivery to the store if you'd rather pick it up yourself! Between the customer service and the price? No thanks, I'll stick to the real furniture stores. I'm headed to the design district now to purchase a table that I saw in store yesterday. read more

west elm - Home Decor Near Me - Dallas, Texas

I purchased a couch two years ago and the leg just broke off. Poorly constructed and no warranty support. It was an expensive mistake shopping here. read more

Great experience. They were flexible and Josh worked for over 2 hours to figure out a way to get me my desire couch in only 6 weeks vs the normal 12 weeks everyone else was quoting me. Very happy with the experience and if you come here make sure you ask for Josh! read more

Could not return a table due to a very minor non-visible scratch that was already present when unboxed. Customer service treated me like HR laying an employee off. read more

I am very disappointed and frustrated. I ordered furniture in March that was delayed more then twice. When I called customer service to inquire about the delays, I was told the items I purchased were non refundable. This was never shared verbally, if in the small print I find that deceptive and misleading. Customer service never got back to me after their outreach to leadership. the order showed canceled so I thought everything was fine but the charge was still on my card. Then over a month later I get a delivery text. I replied it was cancelled. I called back customer service and they hung up after telling me that they never closed the loop with store management. I have been stuck with thousands of dollars charged on my card for months for items that were extremely delayed and attempted to be cancelled before even reaching production. Company policies are very unfair. If I could give zero stars I would. read more

The customer service here bites. I Love Westelm.com and like to go into a location to see the item in person to ensure it meets my requirements. The staff here I'll say 89% of the staff are apathetic when it come to brown people. Not all brown people but my brown people. We've been here at least 9 times and have never been welcomed and assisted upon enter as we observe "others" being welcomed and immediately assisted. We have ALWAYS & ALWAYS is a powerful word, had to ask for help and basically beg to spend money. I like to give a brand the benefit of the doubt before bashing them without having interaction with the overall brand. The staff are people so people act according to their beliefs and emotions and maybe they just feel that certain people aren't allowed or believe they can shop here. Too bad for them as they loose a sale each visit and the web robot get the sale. They need to train the staff on inclusiveness as ALL money is green so don't choose to help those you THINK you will get the sale from.. read more

west elm - Home Decor Near Me - Dallas, Texas

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10 months ago I bought a table lamp from West Elm and put it in my guest bedroom. I'm 75, so I don't have a lot of guests, and certainly none since I bought that lamp. In 10 months, after using it maybe 6 times, it stopped working. I removed the bulb, which worked in a different lamp. I plugged something else into the outlet, and the outlet, too, was working. A quick online search regarding warranties on West Elm products suggested that "West Elm provides standard limited warranties against defects in materials and workmanship, typically for one year". This appeared to be a manufacturing defect that occurred within less than a year after purchase, so this morning I called West Elm "customer service". I've put customer serve in quotes, because in the case of West Elm, it's an oxymoron. The person with whom I spoke asked how long I've had the lamp. I'd already said that I'd purchased it 10 months ago, so I repeated that, and provided the exact date, and again said that the lamp had stopped working. She said, "Well, we can't cover that. We could MAYBE cover it for 30 days, or even possibly 45, but not 10 months!" I asked her if this wouldn't fall under the West Elm policy regarding 1-year warranties against manufacturing defects, but she immediately said, "But NOT FOR ELECTRICAL!" I said look, I'm elderly. This doesn't get hard use. I've turned it on and off maybe 6 times in 10 months. Clearly, this appears to be a manufacturing defect." She said I'd have to contact the manufacturer directly, so I asked if I gave her the SKU, if she could provide the name of the manufacturer, because that's not listed on the website. Here's where the call became completely ridiculous. After I gave her the SKU, she said, "We no longer sell that product, so I can't give you the name of the manufacturer, because we no longer do business with them." I said, "Right now, as I'm on the phone with you, I'm looking at this exact product on my laptop on the West Elm website." She said that was impossible. I said, "I've just put it in my shopping basket, and now there's a message saying that if I order it today (September 8th) it can be delivered between September 11th and September 15th. Do you want to double-check on your end?" She insisted she could not pull it up on her computer in Customer Service. I said, "So what are my options here?" She suggested I try calling back in half an hour, "and maybe someone else will have better luck, but all we can do is give you the manufacturer's number and you'll have to follow up with them, because we will NOT replace that lamp." The lamp is very pretty, but I paid $107 for it to function as a LAMP, not as a piece of art. And if this is West Elm's idea of customer service, they need to just admit to consumers that they don't provide customer service. read more

Never enough staff here ... ugh wtf. Turns out they would rather fluff pillows than wait on customers!!!!

*Based on experience in store and delivery* Change is good. Not going to lie- I had heard a few mixed reviews from friends in other cities that were not impressed with recent service and delivery with this brand. Thankfully, I can tell a different story. When I went shopping at this store back in July, I knew what I wanted but needed To see the pieces in person in order to make the vision more concrete. The person who assisted me was very patient and allowed me to go through a lot of the design scenarios, even giving a little advice, before purchasing. I ended up ordering furniture that would need to be custom made. I was excited about the furniture, but not excited about the wait as I had heard that Furniture was taking way longer than expected. Again, my fears were calmed as the estimated date was only pushed a few days instead of months! Success in my eyes. Finally my order today and I'm so in love. Jose and team did a quick and efficient delivery and it was such a nice and non stressful experience. I'm so glad I can sit and relax on my beautiful couch and chairs! read more

Bad and i helpful customer service. Went to West Elm Legacy West and amazing customer service. I wouldn't by from Mockingbird if they paid me to bring home furniture. read more

They were out of everything I wanted. Talk about a Nightmare On West Elm Street. When it rains, the rain usually Wets Elm. I wonder if that's how it got its name. I guess I'll just wonder around until I figure it out. Fancy little Home Goods Boutique at the awesome Mockingbird Station which is a fancy mini mall in the northern part of Dallas, and it's very expensive. But you can find a lot of stuff like this for much better prices if you shop online or at discount stores, however if you want some high-end stuff with good guarantees from a nice friendly little Boutique, then you might decide this is a great place to come. read more

west elm - When it rains, it's wets elm - Home Decor Near Me - Dallas, Texas

Their products are soooo poorly/cheaply made. We ordered a sofa that came delivered in the wrong fabric. After finally getting the correct fabric we found that there was almost no support in the bottom cushions. It feels like you are sinking into the floor. As for the back cushions, they changed the style without notifying us. What we got were lumpy cushions, stuffed into covers sewn with the zipper going on top. I'm now dealing with customer service, and its not easy to get them to do anything. Save your money and go elsewhere. read more

DO NOT SHOP HERE - BUYER BEWARE: On Jan. 13, 2024 I went to West Elm located at 5307 E Mockingbird Ln #100, Dallas, TX 75206. I was assisted by the store manager, Monita Hammons, in ordering a Harmony Sectional sofa with a pullout queen bed. I ordered a matching chaise with lift up storage to go with it. I also ordered a Camilla king size bed with lift up storage. I paid a total of $7443.27. When the furniture arrived on March 30th the sofa did not have a queen size pullout bed, the chaise did not have the lift up storage, and the lift up on the bed was defective. I went back to the store on April 1st and spoke to Monita Hammons who admitted she ordered the wrong sofa and chaise. She also said I could order a bed with drawers in place of the defectively designed lift storage bed. I was offered the option of keeping the furniture for the 8-10 weeks until the new furniture was built. However, the cost of the new furniture was now $8882.97 which was $1400+ more than the original. I would receive reimbursement when the original furniture was returned after the new furniture was delivered. Now I had to pay for the furniture twice despite it being THEIR error and was sold a defective product. It was either buy it twice or sleep and sit on the floor for 8-10 weeks. I did not have the money to buy it again and I was offered a West Elm Capital One credit card with no interest for a year. I charged the new increased amount on their credit card. What I wasn't told was that I was expected to pay $750/month for 12 months and I felt misled. I purchased two sets of furniture. When the new sofa with queen pullout arrived on May 14th, the delivery STILL did not include the chaise with lift up storage. The delivery men took the original sofa and left the original chaise without storage. I was stood up on 3 dates to deliver the chaise with storage - it was forgotten, it wasn't loaded on the truck, they couldn't find it. I contacted the company to tell them I was going to keep the original chaise and cancel the lift up one since they couldn't find it and since this had been a 6-month issue. I requested my reimbursement of $4544.00 for the sofa and $1114.00 that I paid for the lift-up chaise. The supervisor I spoke to on June 18th, Chere Graham, did not want to reimburse me for the additional $1114.00 I paid and wanted to give me a gift card for $1100.00. I told her I wanted my money back and not a gift card. She said it was against company policy unless I returned the chaise lift up storage - the one which was never delivered. After an hour of haggling she agreed to reimburse one credit card for $4544 for the sofa and $1114 for the never delivered chaise. It has been two weeks and the company has not reimbursed me for the returned furniture and the furniture never delivered. I am still owed $5658.00. To top it off, I sent pictures of the delivered sofa and how every cushion is permanently wrinkled due to errant delivery packaging. I was told someone would come and steam out the wrinkles. That's not the solution - the sofa cushions ALL need to be replaced. See pictures of what I was purchasing and what was delivered. To date, I have still not been contacted about that issue. Supposedly a woman named Margaret C. was assigned to my case but she NEVER returns calls or emails and is seemingly holding on to my money for sport. I have sent no less than 12 emails, have spoken to reps on at least 6 occasions lasting 30-90 minutes each. I had promises of returned phone calls and emails to no avail. West Elm has made no effort to make things right, compensate me for the financial hell they have put me through, and I want my money ASAP. I'm paying $750 a month for furniture I already paid for. The company is deceptive, fraudulent, and unresponsive. read more

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Very helpful with what was supposed to be a complicated return; professional and easy going

Poor customer service, with inattentive employees. The floor display furniture is often haphazardly put together. Since they're selling upscale furniture it seems like they would want to have everything as well assembled as possible. I wouldn't go out of my way to go back there again. read more

Very disappointed with the lack of service. We came in looking to furnish a new home. No one greeted us. Ok. We found a dining table we were interested in. Had questions. Went to find help. No, we couldn't try expanding the table because it was decorated. Really? How are we supposed to see how it works? Is it easy to open? How does the extra leaf store? So, disappointing as we will never know if it was the right table. We then continued to wander through the store looking at bedroom sets and living room furniture. Again, no one around to help. Oh, there were plenty employees, they just weren't helping anyone (one young man was working with a couple). I counted 3 other pairs of shoppers in the store without employees helping them. No one was at the computer ordering station either. It wasn't busy. When I approached the same employee who said we couldn't test out the table, I explained that I had furnished my house with WE and we were looking to furnish a new build. Minimal interest in helping. I asked if we needed to make an appointment and she said it would be helpful for weekends as they tend to get busy. We stated today was a weekend and she said, yes for another weekend??? Really, didn't seem like anyone wanted our business. Off to another furniture store. read more

Horrible customer service support. Don't do business with this company!!! I ordered 4 chairs and 4 bar stools. Chairs were in stock. Bar Stools would not be ready for 2 months. They held up the entire order for delivery until EVERYTHING was ready. Called customer support and they said there was NOTHING they could do. HOW STUPID IS THAT? I told them I would cancel the entire order if they couldn't fix it, she said go ahead. Customer support is ridiculously stupid! They don't care at all about the customer. DON'T BUY ANYTHING FROM THIS COMPANY! read more

I love this store. We have ordered a couple pieces of furniture from there and everything went so smoothly. Today despite the craziness of a Saturday during holiday weekend we were met with warm smiles and a helpful discussion of not just what are we looking for today but into the overall design of our home to keep or change the feel as we want. This is a great store because of a big selection to test out the items that you fall in love with online. It may be a drive but it is worth the drive for the experience. read more

Corrin and Rebecca did an awesome job! Five star service to them. But West Elm is going to have to step their game up on the logistics, inventory management front. You are showing me beautiful products only to find out, it's no longer available or it will take 3 months to show up at your door. Buyer beware, if you plan to have your house furnished within a week by West Elm, forgetaboutit. I once paid for white glove service, which means they deliver it and assemble it in your home. I guess the drivers missed the memo because they just dropped the crap off at my house. My wife was like ughh, you are supposed to put it together and they were lik, no just drop off. Anyway, by the time she got a hold of me they were gone. I called west Elm and explained the situation, sure enough, they should have assembled it. Fast forward, the new crew comes to drop off another item I ordered, on their paper, in big red letters, a note says to pick up furniture that was supposed to be assemled. I was like no. To be assembled. Who the hell pays extra for white glove service and then doesn't want it assembled. For that, I could have picked it up myself. Anyway, I also had some other issues but I will have to say that management there did all they can to make me happy and fixed every single issue I had. Thanks David! I really do enjoy the furniture that West Elm offers. Stylish, modern, mid-century, solid quality, local designer products, makes my home feel like a million bucks when I am really a baller on a budget. If you truly love something there I would advise you to wait it out. The furniture sales are like a roller coaster. One week the couch you like will be $1.5K, then the next it might drop down to $800. You never know and just have to be on the lookout. Also check out the online prices as they sometimes tend to be cheaper than the store prices. They will honor the online price. I enjoy shopping here and would recommend this place to furnish your household. I just wish I had more money! read more

west elm - Goods bought at West Elm. - Home Decor Near Me - Dallas, Texas

Just purchased over $3000 worth of furniture online and wanted to go to the the physical store to see the product in person. there were three woman that I saw working there were all huddled together moving one piece of furniture.... No one looked up or attempted to acknowledge my presence... I thought ok they must be pretty busy... I walked around the store with my mom for about 20 more minutes... again no one said "hello" or "we'll be right with you"... nada... So finally after another 15 minutes I walk up to one of the employees and asked if she worked there... she flatly said yes... I said "can you please help me?"... she said "I don't work as an designer"... I said "I wasn't looking for a designer..".... I went on to tell her that I was looking for an item I bought online and wanted to see it in person... and wanted to see the full collection. she pointed in the direction of where something similar might be... This is suppose to be a luxury furniture store and I felt like I was shopping at the dollar store... actually I think I've received better customer service at the dollar store... this store is pathetic and underserving of my dollars. I won't be back.. the customer service I received at Arhaus the day before pales in comparison to this dump! read more

I used to absolutely adore this place. However, I just bought a whole set of dishes due to the 20% sale. When I got home, I was taking off the stickers and realized there was two prices on the dishes. When I called and asked why was it marked up, the lady said "prices vary due to seasons and sales"......... They marked up the plates, took 20% off and I ended up paying more. The most terrible customer service and overall cruddy thing to do. read more

west elm - Price tags - Home Decor Near Me - Dallas, Texas

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Terrible customer service. I was warned about proceeding with the mockingbird location and was proved a fool as they were in fact horrible. Monica, the general manager, should look into a new career. read more

Don't dare contact the store 'manager', Corrine, if you have any inquiries about a previously purchased item. She lacks the basic social skills to even speak politely to the customer, instead saying things like: "I don't know what you want!!" repeatedly. Customer service took care of me but had to override the system because it was an in store purchase, which creates issues for the inventory. I won't spend a dime here again. read more

Whatever you do, do not let these guys get a hold of your email address, I've been trying for months to get off their mailing list and they won't remove me. Terrible! read more

My husband and I went to this location today & the service was a no show. We came in around 1015am, so it wasn't busy. Nobody acknowledge us or asked if we needed helped. The employees on the floor were busy on the phone. The 2 ladies at the register had one customer. This was our first time at west elm and had intentions of making purchases, however Based on the service, we decided to go with Crate and Barrel & CB2. read more

I bought an entire bedding set, spending almost $500 and couldn't even get so much as a smile from the man checking me out at the register. He seemed very unwilling to give any type of positive experience. There was another young man who acted pretty annoyed when my mother and I asked for a price check on some items. The stuff is great, store is clean, and organized well. I've spent a pretty good amount of money here over the last few months so it's very disappointing to be treated like a gutter person. I'd recommend shopping West Elm online and avoid the bad attitudes. read more

Came in ready to drop some serious coin. Apparently I looked poor or something because no one would approach us. If we got near someone they ran away. Incredibly disappointed and now I need to figure out a new design. Anyone have suggestions for a store with a similar design? read more

The staff here have been very nice and as helpful as possible considering how few of them there are - it not their fault they're understaffed. With that said, will NEVER purchase at west elm/William sonoma/pottery barn ever again. Every order I receive in the mail has arrived late or damaged. 1. Lever arm floor lamp glass shade broke and a piece malfunctioned. 2. 80" Mid century modern TV Stand arrived late and with door handle bent. 3. Handcrafted woven + wood bench arrived with shipping box significantly punctured and a wood rail dented. 4. The mid century wood and brass curtain rod I paid $100 for is cheaply made and the adjustable rods are not close to streamlined (think putting a straw and a toilet paper roll together) Now I know I'm particular. But these blatant errors in packaging, assembling, and coordinating are not acceptable for any company. And customer service on the phone - many of whom don't even work for the company - has been unprofessional and of very little help. Each individual giving me signifactly different answers to the above problems and concerns. This complaint will be going to the attorney general. I can't believe a company with this kind of service is allowed to sell this garbage to people. And we let them! read more

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Totally Pretty Womaned me yesterday. Today I went to The Dump and had wonderful service. Ended up spending more than we had planned. Your loss, snobs. read more

west elm - Home Decor Near Me - Dallas, Texas

I went in looking for a shower curtain I saw online. I searched the entire store and was never greeted or asked if I needed assistance. I didn't find any shower curtains, so after browsing, I walked to the exit and was glared at very rudely by a worker. I will no longer shop at West Elm. read more

Unpatriotic is all I have to say. Do not even bother coming in this store. Do yourself a favor if you ever served, go somewhere that gives the military discount. Pottery barn or a whole host of other places. read more

Beautiful store front and entry. No greeting or ask to be helped at any time during the 30 min in the store. Nice pieces not a lot of variety. Nice little discount corner in the back with lots of items to choose from. Heard a lot about this place but overall not impressed. Do not think I would shop here. read more

west elm - Home Decor Near Me - Dallas, Texas

Having just been married, we were left with a myriad of gift cards to various places and Pottery Barn was one of them. Not really in our price range, we were lucky to find out West Elm is owned by the same parent company as Pottery Barn. Jackpot. The gift cards will work at West Elm, also. Needing a bed, a dresser, new sheets and a hand full of other stuff, we decided we'll be West Elm'ing it. A few hours in their catalog and on their website later, we found what we wanted. We hit the store to pick it up. (Shipping from their catalog or website is silly expensive.) Great customer service. We were helped by a number of folks but mostly by this guy named Jesse. He knew his stuff and loved answering questions, making suggestions, etc. The only thing that bugged me was their insistence on talking to you about their credit card program; 0% interest, no payments, etc. That old song and dance. I guess they get commission off signing folks up...? Time will tell if it is quality stuff. The assembly process on my head board wasn't bad. MUCH easier than stupid Ikea stuff. And I am buying the dresser tonight, so I'll see how that goes. Wish me luck... read more

west elm - Home Decor Near Me - Dallas, Texas

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I ordered a custom Chair on August 8th....should of been 6 weeks at the most. Two months later they cannot find my chair...its not at the manufacturer or the warehouse or anywhere for that matter. I had been calling every week after the 6 week delivery "promise". So - they reordered my Chair on October 17th. Again - with a 6 week delivery "promise". Now its December 12th and they THINK it might make it to Dallas on December 29th.....and then probably another 2 weeks for delivery to my home. TOTAL HOG-WASH. I'VE NEVER BEEN SO DISREGARDED AS A CUSTOMER - AND - THEY HAVE HAD MY FULL PAYMENT FOR THE CUSTOM CHAIR SINCE SEPTEMBER. I would NEVER recommend West Elm for custom purchases - EVER. read more

It saddens me to write this, but I am extremely disappointed with my recent experience at West Elm. At the end of September, my husband and I made a visit to find a new couch for our new home. A store associate helped us place our order and in turn convinced us to open a store credit card to receive a larger discount. We were told our custom order would take 6-8 weeks. After 8 weeks passed by, there was no sign of a couch. I called customer service to ask for an update and after a week we were finally told our order had been delayed another month. After an additional four weeks, only seven days before Christmas, our couch was finally delivered. To my dismay, I discovered that our in-store order was incorrectly placed and our couch did not have the storage functionality we requested. We contacted customer service and were told that the order could not be corrected. There was no way of re-ordering and having the fabric match because our option is no longer available and all that could be done was to take our issue up with the store or return the couch. We are disappointed with our experience and find it extremely unfair to have customers pay a premium for furniture that does meet expectations due to an ordering error from a West Elm employee. Additionally, there was little to no effort made to correct a mistake which added more salt to the wound. This "mistake" left my family without a couch for 3 months, impacted our credit, and will now have us continuing to live without a couch again until we can find a replacement. That's not the kind of Christmas gift anyone wants to experience and I hope you'll correct these issues before another family suffers a similar fate. read more

Pricey? Yes. Quality furniture and home decor though. Love this store! Staff was friendly. Will be back again