I love the look of West Elm furniture and products. It is my style and taste. The challenge is most of what is shown in the store is NEVER in stock. I went in to purchase 4 lamps. Only one of the 4 lamps that are on their sales floor was available. Is it a show room or a store? It took the sales associate over 10 minutes to figure out 3 of the lamps weren't in stock. I chose another and she tells me that it is a preview. When you purchase the items on line they say they have free shipping, it is only on very limited items. Most items have a delivery charge and a surcharge?! We have ordered 2 couches from them on-line. Both looked great but the wear is not great for the price. Buyer beware - it's great to go look, good luck making a purchase. read more

Beautiful products. Horrendous customer service once a product is paid for. They'll accept returns, but issue refunds months later. Upon delivery, their drivers don't even bother to call and ask the gate code...which they already have...they just leave with zero attempt. You then have to call the store to find out why the very expensive custom made sofa you've paid for, and waited 8 weeks for, hasn't arrived. They then offer you the option of rescheduling. In a week. I'm over it. Shopping elsewhere from now on read more

Best customer service ever! Evangeline is so super helpful.. To the extent of offering to help us while having her purse on her shoulder walking out the door at the end of her shift. (Yes, we didn't notice her purse, and yes we felt awful that she was held up with helping us) She such a sweet lady and deserves many thanks since we have been in this store many times and she has been there a majority of them, always with a smile on her face and a helpful attitude. read more

I went there to look for a couch that could give me that light airy feel in my living room and their furniture there can give me that along with the affordability, even though I didn't buy their couch. What's great about it is that they customize it for you, but it would take 8-10 weeks to process. So the downsize of that is that it's not a ready to be delivered kind of thing. I'd come back to maybe get some of the house decor. read more

I love this store, but with out fail I am always waiting in line forever, because the clerks are too busy doing something else to help or are chit chatting with the person they're checking out. Their could be 5 clerks around the registers but somehow only one is checking ppl out. As far as their furniture goes, it's very well manufactured- real wood. I have had my bed/head board from there for several years. You can't beat their duvet prices for as high quality as they are. This is my go to store for pillows and accessories. It can be pricey for the furniture but they always have sales. read more

I like west elm, but the customer service at this location is so bad. I'm talking terrible enough that I couldn't even find someone to help me with a kitchen table purchase-I ended up leaving the store and ordering the table online. This has happened multiple times with me - either find something elsewhere or just order online. read more

This review is more about my online ordering experience, which I do not recommend. Their customer service seems non-existence, and I waited for so long for the items to ship that the items are no longer available. Story short is that I ordered a comforter set and some pillow shams back at the beginning of March when things were getting bad with the COVID outbreak. There was a note that the items I ordered would not be available to ship until the end of April. April came, and no item. No email that it was shipped. Checked the order status and notice shipping estimate was pushed out to May. May comes, and West Elm pushes shipping to June. I am pretty frustrated at this point because the items totaled about 200 dollars. I attempted to call customer services. However, I could never get a hold of anyone. This was multiple tries. It's like they had no one taking calls for them. I even tried to see if I could go cancel the item, but West Elm would not let me return the items online. It had exceeded the 60 days. I tried holding out. But June pushed out to July. Well, it's past the July date, and now I get a message saying that West Elm could not get me any delivery information. But again, no communication from West Elm - when shipping was delayed nor that they no longer could estimate shipping. To me, that seems like the items will never be delivered! This was only confirmed by looking up the item I ordered - no longer available! So if you do decide to buy something, you might have better luck going in person! read more

The manager was assisting me with a return when her employee interrupted to ask for help with another customers return. The manager asked the employee to assist me then, while she dealt with a very unfriendly Karen who was demanding she bend the rules and give her new furniture to replace whatever piece she had ruined an entire year after the initial purchase. The employee she asked to help me, instead just stood there then walked away to help someone else--leaving me standing there: black and unassisted. Then had the nerve to ask me to step aside so they could check someone else out moments later. I don't know if this was a micro aggression or just bad service--either way, it's left me with an unpleasant feeling toward West Elm: an establishment trying to create a reputation for giving back to disenfranchised peoples and creating joy and beauty in the living spaces of those fortunate enough to shop them. I suppose good help is hard to find. read more

Just finished a 4 month ordeal with West Elm (which isn't my first negative experience with them) in which we ordered a $1000 entertainment console... we ordered online and the item was delivered a month later, defective and unable to be assembled. We asked for a replacement, 4 weeks later, they sent us shelves instead of the console, we sent those back. The second console arrived 6 weeks after the first one, it was damaged, so we sent it back. The third one arrived a month later defective... when they tried to bring me a 4th one, I chose to refund. I've spent hours on the phone with West Elm reps and have been completely dis-satisfied throughout this process...this experience leaves me with zero confidence in West Elm's product quality, customer service and customer satisfaction. I've cancelled my West Elm account and will no longer do business with them. read more

My husband and I endlessly grateful for Cathy, Melanie and the team at west elm mockingbird. On numerous occasions they have hunted down items for us in a hurry, so we can complete staging projects on schedule. They always help with kindness, urgency and a can-do attitude. West Elm is our go-to for clean, modern pieces that are well-made and beautiful. Having Cathy and Melanie on our side is a major bonus, they are fun to work with too! read more

I had a pretty bad in-store customer service experience. I went in this West Elm store to look at furniture, as I am moving to Dallas soon. Boy did this place put a bad taste in my mouth. I was prepared to spend over a grand on this couch I wanted. The sales woman literally talked me out of it and then disappeared. She basically thought that I needed the couch right away for some reason, which I never said. So after she mentioned that there were no couches in stock and that it would take 4-6 weeks to ship, she just vanished. She never asked me if she could help me with anything else. Um, just so you know, I'm looking for a chair , an armoire, and side tables too.. so West Elm, now you will miss out on my sale. Oh and not to mention. After the woman vanished, I sat in a chair I was liking for around 20 minutes. No one came up to me at all to ask if they could help or if I was interested. I tried to approach a salesman at one of their computer desks. He mentioned he was helping someone and they'd be right with me. Then he sent another guy over who basically talked me out of the chair I liked for design reasons. After this I kind of just threw my hands up. 1.5 hours of my day wasted! As I was getting ready to walk out the door, the saleswoman that vanished came back and mentioned to me that she'd tell the other sales woman I'd be back after I gave everything some thought. Okay, I had no idea who this other saleswoman was and I won't be back. I'd rather give my funds to a mom & pop shop who actually listen to their customers. Also if you want a quick online shopping experience for furniture, You can find the same styles and sometimes quality at Wayfair or Overstock.com for a quarter of West Elm prices. read more

Absolutely phenomenal customer service. I live in NYC & tried to purchase a dresser from the West Elm there. Turns out the last one anywhere was at the Mockingbird Lane store, and it sounded like it was going to be a real hassle to get it to new york. The team here couldn't have been more helpful in coordinating things and were great to deal with in general. Wish more places were like this. thanks again Dale, Melanie, and crew! read more

Honestly never write reviews but I kept getting the go around it felt like and then Nick came in and helped me get what I needed. His customer service is why I enjoy shopping at West Elm/Pottery Barn etc. Yes you buy something for quality but customer service goes far & long! Thanks Nick! read more

Ever notice how West Elm's website reflects sale ads only to find that there really is nothing at the advertised sale price? Ever notice how West Elm gives themselves a 4+ star rating when no one can actually provide feedback to them directly?!! Ever notice that the real ratings for West Elm are typically 2 stars?! There's a reason for that. Add with no customer service, the shopping experience is truly not worth it. read more

Always a great experience! We've always worked with Evangeli and she's the best. This was our 4th big purchase with her. She makes the process easy and fast and is always ready to help. Highly recommend. read more

Love West Elm. Very trendy decor, helpful professional staff. Recently purchased Blue Lagoon Zig Zag Curtains. Very inexpensive and made my living room pop! read more

Great customer service! Will return. Love West Elm products. I am in Mid Century Modern heaven here!

They saved me!! Last minute I need some accessories for our photo shoot that got rescheduled. I had planed to purchase them before hand, but with the change of plans there was NO TIME! I called Cathy the store manager and told her my dilemma....she was on it! She texted me pictures of pillows, lamps and accessories!! I purchased them over the phone and 30 min later she had someone from the store bring them to my install!! Thank you soooooo much! Today would not have been as beautiful or smooth without your help! Ginger Interior Deisgner read more

West Elm lacks communication, follow up and timely arrival of products. We ordered 2 sofas for our office in October 2018. As of today, April 9, 2019 we still have not received all of the pieces. They delivered I sofa a few months ago (after emailing and calling numerous times) and failed to inform us we would have to wait on the other sofa. I was informed last week the other sofa was scheduled for delivery on 04/05/19... Guess what! After waiting all day for the delivery of the sofa, I called to get an ETA and was informed the delivery was cancelled. Again lack of communication by West Elm and I have not received any information as to why the deliver was cancelled, why they will not refund the funds for the sofa they failed to deliver in 6 months or a resolution for this issue. They have lost me as a customer! read more

I purchased a few items for my home during there the friends and family sale and Rebekah Hernandez was amazing! She went over and beyond to help me and was patient. She ordered items for me that were not at the store, which I received within 3-4 day (which was a quick turnaround since the expected day should have been a month out). This was my first time shopping at West Elm and it definitely won't be my last. read more

all furniture has a 10% markup because you must order online plus a $75 charge for delivery, so keep that in mind. we inquired about a console without a price tag only to be told that it was not on their website and therefore not for sale. isn't the whole point a store to sell items on the floor? why display items the customer cannot purchase? a cashier said that the console would be listed sometime in the future so "hold tight". eh, no thank you. i come to a store to purchase items, not to hold my breath and wish that one item makes the sales round again. read more

After calling 10 stores looking for a sale item that I was desperate to find, I finally called this store and spoke with Shelli. She took the time to thoroughly look for the product, calling me back to confirm that the store had it in stock. She provided excellent customer service. read more

I love this store. All of the furniture was laid out nicely so that you can imagine it in your home. Also, the employees were extremely helpful when answering my questions and even let me know which items were on sale and available online. I can't wait to move into my new apartment and start decorating! My only complaint is that they don't change their merchandise that often to keep up with the times....they still have the same dark furniture and very few lighter pieces. Actually, I have two complaints...the whole parking situation at Mockinbird Village sucks in general. read more

We went to buy some furniture for our house. We have kids and then they were walking and looking around there. It might be little loud because they are kids. But one of staff, woman who wears black glasses, she was all the time keeping to watch the kids and our kids were scolded. Our kids had very scared. We bought $3000 furniture total, but even she didn't say "Thank you" and she scold us until going to outside. We had bad experiences and we think this place doesn't kids friendly. read more

This store it's self is not why I'm giving it a bad review...this store is actually beautiful and the people are helpful...but we ordered a bed online in Sept...it said it would take 6 weeks for delivery...My husband checked the status 6 weeks later and it said it was scheduled to ship in Jan!!!!! Wait, what??... So he called customer service and they said they could cancel the order...and we would be issued a refund...OK...we look elsewhere for a bed since we are furnishing a small second condo in another city for us to stay...and moving everything this month...we were looking for bed with storage underneath since we are cramped for space...the cost of the West Elm bed was $2,250...weeks go by and we still don't have a refund...we've called and each time we are told they are investigating it...the purchase was supposed to be non-refundable because it was a custom build, but since the timeframe was not kept on their end, the first person we spoke with mid Oct said we would get our money back...we now need to pay for the other bed we ordered but still have over $2,000 tied up with West Elm...Just talked to them again yesterday and again...they are "investigating"....We can't afford to be out an additional 2 grand, and we don't have a bed!!!!!! read more

I ordered two Spencer recliners on August 16th and my receipt reflects that they would be delivered with white glove service September 24-October 1. One was delivered mid-October. The other was delivered in DECEMBER! When I complained, I was told not to worry that they were going to make this right with a sizable credit to my credit card. They did nothing. The chairs are fabric and they came without any extra fabric to protect the chair arms. Just go to Design Within Reach and pay a little more and get much more. read more

I will not be purchasing anything else from West Elm. My boyfriend & I headed down to the store to do some shopping & found 2 nightstands and a hanging light fixture we wanted to purchase. However, the nightstands are only available for purchase on their website & you have to pay $50 extra for shipping. The product is already WAY overpriced & not made well. Then we decided to purchase only the light fixture, but the specific light bulb has to be ordered online as well! How annoying! We were trying to hand the store about $700 and we couldn't! Now they don't get our money at all or ever again because it's so inconvenient & unreliable. read more

Went in today because they were having a sale and their website says they close at 8pm. I walked in at 6:40 and the doors were opened. We're looking around and the associate tells us and other customers that they're closed, that she was closing the doors. The other customers pointed out the website hours and these associate proceeded to say that they closed at 6. Why are the doors still open at 6:40??? Every time I come in here everyone is extremely rude. Guess they don't need my business. read more

Poor customer service. I have been in twice when I have asked a sales associate about a product and they completely forget about me. Although I love west elm I will not be returning to this store bc of the lack of customer service. If I am spending 4x what a product is worth I would like to be treated with good customer service. Wouldn't return an item. Wouldn't sell me an item they had in store nor could they order it online... Overall frustrating experience. read more

I have been on the hunt for a velvet chair for months now and ended up finding a contender at this West Elm store. They didn't have the color I desired in store and so the associate mentioned they would to have it shipped which I was fine with. I was so excited I finally found "the chair" and quickly began to plan my living room around this piece. Well, low and behold I finally received the chair today and while I was removing the packaging and installing the legs, I noticed a dime-sized hole on the side of the chair.. really West Elm?? Not only is there a hole but there are silica balls leaking from the chair all over my floor, which instantly made me nervous bc I have a dog..I called store support and boy, was that an entire waste as the rep repeatedly mentioned that although its damaged they can't return or issue a refund without a box (a box???). You would think a company that sells items at the price that they do would value customer service but guess not. Never again! read more

Love the style but question the quality. Bought the Tillary Sofa about a year ago and iit just hasn't aged well. A portion of the pad rises up as if we took a pin roller and rolled it up towards the edge. Not a good piece. We will have to replace it soon as it is embarrassing to have it in the room. Doesn't look good at all now. read more

I bought a dining table from West Elm. After the first use, there were a dozen rings that wouldn't wash off. Called West Elm. They told me I should have read the instructions which said that the table could never get wet. I could return for store credit, but had to pay for pick up. BUYER BEWARE!!!! read more

I love West Elm furniture. I love it so much that I put up with the world's worst customer service at this location. Today I was in the store for an hour and asked for a manager about 3 different times. The manager was no where to be seen. I was buying an expensive table and had spent a lot of time/money in the store in the last few weeks. Why did I need to speak to the manager, you may ask? Well, every single time I have been in the store they are way understaffed. No one seems to know how to answer my questions (such as, how much is delivery). Today I was there at 11 AM on a Tuesday, a time when you think that the sales people would be waiting on you hand and foot. Nope. The case is the same on a Saturday, Sunday, etc. You have to stand in line at the cash wrap to ask a question. However, none of the sales people ever know the answer! So they have to walkie talkie this illusive manager. I'm giving you people my money, the least you can do is be sort of helpful and available. read more

My husband and I love West Elm products, but hate coming into this store. We have encountered the same rude sales associate multiple times who does not want to help at all and would not honor a ticketed price stating that it was labeled incorrectly. We will only shop online for West Elm now. read more

Nice stuff but staff are generally slow and uninformed. It took ages for them to process three people in line. Can't imagine the level of crazy come the holiday shopping season. read more

Melanie and Derek were super helpful. We had bought a floor model couch, and they made sure it was well shrink-wrapped and provided plenty of padding to line the bed of our rental truck. She even lent me a wheel-cart which let us completely avoid carrying the couch at all! Highly helpful, much more so than I was expecting. Thanks again guys! read more

I absolutely love West Elm! I found them online when looking for my new bedroom furniture. Available delivery times were emailed to me and then when I did not respond within a 8-10 hours, they gave me a call to see if I was ready for them to deliver it. Both times, they even arrived early after giving me about a 15 -20 minute expected time. My dresser was put together outside so as not to damage or dirty anything. They placed it exactly where I wanted it also. My bed was put together in my room. They were fast and even centered it in front of my tv and dresser. My boyfriend and I were so impressed, not only with the service, but with the quality of the furniture, that we decided to get more from them. The Plano store was GREAT! However, I did not like what the associate helped me pick out so I went to the Mockingbird location since it was closer to my work and I'd just gotten off. They were terrible. No one helped me while I looked. I approached the desk and told them I needed to do an exchange. That I was helped by an associate, but it did not look good when I got it home. However, I wanted to purchase some curtains that were more expensive. He then tells me to go grab what I needed. After handing him the receipt, he comes to me and tells me I can't return or exchange the items because they end with .99. He goes on to tell me that the system doesn't allow him to do returns. I was LIVID. He gave me no alternative, and had me grab my stuff and leave. On my 45 minute drive home, I decided to call the Plano location and before I even finished telling them about my experience with the Mockingbird location, she apologized and told me to come by and they would find something I liked. She told me "We want you to be happy with your purchase!" She not knowing that he stated that to me helped me catch him in a LIE. I will do NO business with this location and recommend you go to the Plano location if you want the great service you deserve. Also, if Mockingbird tells you that you can do returns but they have to be done at the Plano location, that's a LIE. read more

We had great luck with the bedding and pillow selections at the store. Shelly gave us wonderful customer service. We will be back!

Honest to god I am literally standing in the store and have looked the blonde trying to avoid noticing me behind the computer in the eyes for the past 5 minutes. The. Absolute. Worst. Customer. Service. I think because I look young and had jeans and a t shirt on I wasn't "quality" investment of time because I wasn't going to "spend". Little did she know, I was coming to outfit an entire living room and ready to spend big money today. Spend your money elsewhere. read more

My husband and I ordered a couch on February 1st and were promised that it would arrive between 6-8 weeks. When it didn't arrive after the 8 weeks, we got online to see that it was pushed back to between 14-18 weeks with no notification from anyone. We called customer service only to fine out that they can't even promise that it will definitely arrive within the new shipping window. Turns out the store was who was supposed to notify us, which didn't occur. No surprise, they were rude and completely unhelpful the day we made our purchase. I will never buy anything from west elm again. read more