After reading my review about my negative experience with West Elm Customer Service, a West Elm representative, Suzanne, reached out to me and said of course they would replace the defective lamp, and I'm happy to report, they did! Following the instructions provided by Suzanne, I packed up and returned the defective product, printing a postage paid label provided by West Elm. Approximately 10 days later, I picked up the replacement lamp at the West Elm store where I'd purchased the defective lamp. I'm totally happy with how this was handled after Suzanne reached out to me, and so I'm increasing the star rating to five stars, because this situation was resolved this to my complete satisfaction. Thank you, Suzanne at West Elm, for following up! read more

Long overdue review for West Elm! Most of our furniture is from this company, and I've been meaning to write a review since everyone always compliments our pieces. Our Lauren couch is truly a work of art, and the coffee table, accent chair, accessories.. --everything from West Elm--feels like art in our home. The associates at Legacy West Mall have been incredibly helpful with my orders and questions. This store has a fantastic selection in stock! It's a bit on the pricey side, but the quality really speaks for itself. Highly recommend West Elm for anyone looking to elevate their space! read more

west elm - Home Decor Near Me - Plano, Texas

My wife and I bought several pieces at West Elm in Plano. Penny was fabulous, helping us find the right pieces and fabric for each item. Highly recommend this store for value and customer service!! read more

west elm - Dining Room Chair - Home Decor Near Me - Plano, Texas

I went to West Elm to complete a return. Penny went above and beyond in assisting me with this process as I walked in a little flustered after realizing I parked across the street rather than pulling into the back of the store. Cassie was phenomenal in helping me order the right lamps online and had them delivered to my home. They both provided ease & empathy to my very long day. Top notch customer experience!! Thank you again Penny & Cassie! read more

West Elm Furniture has horrible customer service and billing practices! Ava from West Elm business to business support hung up on me today (11/29/2023) because I pointed out that I shouldn't need to call West Elm 5 times to deal with their billing errors on order #332382576012. Several months ago I discovered that West Elm charged my credit card for furniture that was never shipped or received. West Elm could not deliver the furniture as agreed because the furniture ordered was not in stock. At the time of our purchase we were told by the West Elm Shops of Legacy store that all the items we selected were in stock with delivery in 3 weeks. We needed this furniture so we had to cancel the West Elm order. This was done months prior to the furniture even being in stock. We then ordered furniture for the rental property from Room & Board. West Elm apologized for the inconvenience and told me that we would receive a full refund for the portion that had already been billed to my credit card. Unfortunately, that's not what happened. My credit card was charged several more times for a total of $7,499.89 and when I contacted West Elm they again said they would make a full refund. Unfortunately, that still didn't happen. What happened was either through ignorance, incompetence or theft but the result was West Elm stealing $990.96 by only refunding $6,508.93. Here's the problem. 1) West Elm has uninformed sales staff selling items as "in stock" when they are NOT available. 2) West Elm failed to deliver the furniture by the due dates and only then did they inform me that the "in stock" items were actually NOT in stock and they would not be available for months. This put me behind on furnishing a rental property by 4 weeks. 3) West Elm failed to cancel the full order despite my multiple phone calls to West Elm including one call when I talked to Ava (the same West Elm employee that hung up on me today) explaining again that "The entire order is canceled" 4) West Elm charged my credit card for furniture items that were never delivered and then failed to properly refund the money to my credit card even after I reminded them that the order was canceled months earlier. 5) Even after multiple calls to West Elm about their unauthorized charges to my credit card West Elm failed to refund the correct amount. Maybe this was just another mistake in the long list of mistakes made by West Elm but West Elm had no interest in correcting their mistake. Even today West Elm seems unable to deal with basic addition and subtraction when it comes to my refund. After I was hung up on by Ava at West Elm I called back two more times to the business to business line 888-837-4888 just to be hung up on again. I then called the regular support line 866-937-8356 and requested a business to business supervisor and was transferred to Ivory in business to business support. Ivory is not a supervisor but the supervisor Isaac apparently was too busy to talk to a customer that had been hung up on three times by a West Elm employee. Ivory may have done her best but the math still doesn't add up. I was charged $7,499.89, I was refunded $6,508.93. So West Elm still owed me $990.96. Today after talking with Ivory I thought she would finally get it right. Unfortunately, West Elm failed again when they refunded an additional $865.13 (not the $990.96 owed) so now I am still short $125.83 and I find myself writing this review in the hopes helping others. I attached the charges and credit to my credit card to show that the math is not complicated. If you charge $7,499.89 you need to refund $7,499.89. In summary don't expect an apology from West Elm if you catch them cheating you out of your hard earned money. Expect them to hang up on you. read more

west elm - Home Decor Near Me - Plano, Texas

Been buying stuff here for while until today I put a side table on hold and came right before the one hour period and the lady sold it to one of her friends bad costumer service read more

Wow. Where to begin. I ordered a headboard from west elm in February. I tried to cancel the order about three months after I ordered it because it seemed to be taking so long. When I called to cancel they told me it was too late because it was "being built already". I have called about 5 times in the past 9 months to check on delivery. It still currently has not shipped. The last customer service person I spoke to was nice enough. But I told her I would never order from this company again. But, then I found a piece of wall art I really wanted. So I was going to order it. It's nothing heavy or extravagant. But, they only offer white glove delivery. Meaning they want to charge $200 to bring your little shipment inside your home. It was unavailable for pick up at a store located an hour away from me. I called customer service to see if there was anyway to get standard shipping due to not wanting to pay $200 to have someone bring a lightweight box into my home. She said they were unable to do that. Anyway. This time I mean it. I will never ever try to get anything from this store ever again. What a scam. Thank goodness I ordered all my other furniture from Arhaus. They did a fantastic job!! Only do white glove service when it is called for. And they deliver very high quality, beautiful furniture much more quickly and efficiently. read more

Service was fabulous! Kristin was super helpful ! She helped with trying to get boxes big enough to fit my purchase . huge selection of items and so much on sale . read more

Color me not impressed.. We visited during the weekday and went towards the end of the day near closing time and there were a few other patrons in the store. As we browsed and passed employees, not once did anyone ask us if we needed assistance. As we were on a mission to choose curtains, we needed help after our initial browsing. We saw an employee helping another family, but when they left, she walked off paying us no attention. We walked around trying to find someone to assist us, but it took a while. Upon spotting them employee, she again paid us no attention and I had to flag her down, at which point I discovered that they had just closed. Nobody got our attention asking us if we needed help, let alone informing us that they were closing and locking the front doors! We had to unlock and let ourselves out and left quite off put with (the lack of) customer service. There were some decently ok curtains that we saw though. read more

Two stars for the quality and beautiful items they have in the store, minus three stars due to the lack of personal interaction with my daughter and I. Not once in the 30 mins that we browsed around were we greeted by any of the three employees visible to us on our visit on 12/19. However when other people walked in they were greeted. My daughter who doesn't get bothered by such things brought it to my attention, which made it more disappointing. Other than that, this store carries some really beautiful items, a bit on the pricey side compared to many other similar retailers. Sadly I won't make any future trips to this store. read more

See all

Beautiful store! The employees were amazing and they recommended a lot of things that made my inVision come true! The store was super organized and the employees were super helpful and had an amazing information on everything! read more

See all

We recently ordered 6 chairs for our kitchen table because we liked the midcentury design & small scale, and we thought the price was reasonable. We asked the sales associate in the store about the delivery process, and she said "it's our premium white-glove delivery, so they'll bring the chairs right to your door." We asked whether the shipper would take the packaging away after the chairs were delivered, as we didn't want to be stuck with a bunch of wrapping - she said "yes." So we were VERY surprised when a week later, 2 giant boxes showed up on our front doorstep with no warning - inside, we found 2 UNASSEMBLED chairs, which was definitely not what we were expecting. We also wondered where the other 4 chairs were - turns out that each chair was being shipped from separate warehouses across the U.S., which we were definitely NOT told about at the time of purchase, so for the next several weeks we would randomly find a large cardboard box sitting on our front doorstep, until all 6 had finally arrived. We purposely chose these chairs because we did NOT want the "IKEA-assemble-them-yourselves" experience, and we did NOT want to end up with a mountain of shipping materials that we need to figure out how to dispose of. We lost on BOTH accounts. In the end, the chairs are cute, but had we known that we'd have to put everything together ourselves, we'd have skipped the purchase at West Elm altogether and would have paid more for pre-assembled chairs someplace else - perhaps the sales team should receive better training about the merchandise they're selling so they can set better expectations with customers who ask specific questions, just as we did. Bad customer experience. Lesson learned, we won't be buying furniture from this place again. read more

Waking past the window panes with lavish decorated displays set up drew in my friend and I as we walked by. To be honest I've never been inside a west elm, but the inside looked super fun to window shop around and thus we were drawn in. The staff was super friendly and didn't look bothered or turned off when we said we were here just to window shop. I found some cute heart shaped trinket plates that didn't break the bank, and also took a ton of Instagram "aesthetic" worthy photos. All in all a really nice store to walk around with a ton of home decor options to make you feel fancy, staff was friendly also. read more

See all

Their Linear Wood 46" floor lamp may be pretty but when the bulb burns out it's not replaceable. When reported to customer service they didn't have a solution. Be aware this $299.00 lamp is a disposable lamp. Love it while you have it. It is only a temporary lamp. read more

My girlfriend's table is peeling apart 7 months after purchase. In dealing with the issue for her, I initially was informed by the West Elm customer service agents that repair or replacement would be covered. Spent 2 hours working with online customer service and store agents and manager on this process continuing to believe it would be addressed, only to be ultimately told nothing could be done. Frustrated that this reasonable issue wouldn't be covered, but more upset that I was led to believe it would be initially, had to spend so much time to do it and then finally told that nothing could be done. My girlfriend has had two similarly frustrating experiences: once purchasing a discounted queen duvet, being sent a twin after a 2 month wait, told she ordered a twin, demonstrating she ordered a queen at the discounted price with proof showing such, and then being told it was a computer glitch and that she couldn't purchase the queen at the price she had to wait another 2 months for it's arrival. Again, wasting her time and money due to disorganization within the company. She had one additional episode when she bought the initial table mentioned in this email, found a scratch when it was opened and couldn't exchange it. read more

west elm - Pealing of table 7 months after purchase and no options to resolve defect. - Home Decor Near Me - Plano, Texas

Just dropped into West Elm today in hopes of spending time and money to finish fully accessorizing our new house. We just bought furniture here a couple months back and I loved the store. That changed instantly. As soon as I walked in, every coworker in the store took a quick glance at me and said NOTHING. I looked at the specific pieces I needed But was extremely bothered that no one was willing to help me. Not even a simple "hello, how are you today, thanks for coming in." They acted like I didn't exist. They were doing nothing but straightening up already perfected pieces of furniture. Anything that they could do to not have to ask if I needed help or if I were ready to order. Their loss though. I'll happily take my money elsewhere for our purchases. Customer service is huge. read more

Had an issue with a delivery of some chairs we picked out from the store. One chair had a stain and a few other were damaged In transit.Cidney was VERY helpful and handled dealing with customer service and being the go between us. Her prompt attention and customer service took the hassle out of it for us. I'm this day and age, that' work ethic is super hard to find. read more

I purchased the fabulous Ikat Striated Duvet Cover from west elm a while back. I love the duvet so much, that I have wanted to purchase another identical copy "just in case" something were to happen to the first one. The only problem, the item had since gone out of stock! I called West Elm's 1-800 number and they told me that although there were none left in their system when they did a check of all stores nationally it appeared as if the Plano, Texas location *might* have just one left in their store. I called and spoke with Aaron, who jumped at the challenge to help. He placed me on a brief hold and scoured the stock room. He returned with the best news, that he had, in fact, found THE last king size Ikat Striated Duvet Cover in the company. He then with my permission did a thorough scan of the item to make sure it was in perfect condition and placed me on with his colleague Jennifer to place my order. Within five minutes, I received a confirmation e-mail. Talk about service. One of the best customer experience interactions I have had in quite some time and working in hospitality in NYC, that means quite a lot! Thank you, West Elm of Plano Texas! read more

I wish giving 0 stars was an option. I have had nothing but but bad encounters with West Elm. I love their furniture- but with wait time, scheduling pickup/delivery, and communication... their furniture isn't worth the hassle. I have been waiting almost 5 months for my chairs. I got online and saw if you ordered them now- the ETA DELIVERY date is 2 weeks.. 2 weeks... but I'm still unable to get an ETA on my order after 5 MONTHS. I also bought plates from here a few months ago- they were on "sale". When I got home to wash them and remove stickers... the original sticker was under the "sale" sticker... the original was $2 cheaper. The "sale" only have me $1.16 off the "sale" price. I ended up paying more than the original. I'm not a picky about the extra 75 cents. What was upsetting was the customer service person told me "yeaaaaahhh, we normally raise the original price during sales". Just one of those moments that put a sour taste in your mouth about this company. So many other stores (just like this one) with better communication/customer service/ETA dates. I would advise going elsewher read more

Beautiful stuff- terrible customer service and delivery speed. If you are in a hurry shop elsewhere! We ordered a bed April 17. I call every week. They can't tell me where it is or when it will deliver. After I call and listen to Muzak 30 minutes every week they give me a window that is "subject to change" -- in July. Very frustrating!!! Order from Amazon or buy off the showroom floor if you need a bed fast! read more

I have never had an easy return process with any of the William Sonoma retailers (especially pottery barn), but I went in today to get in a quick return before we all get shut in our houses to wait out this virus and their system was down. Cydney was quick to offer a solution that would prevent me from having to come back and they did my return later in the day once the system was working. I received an email receipt for my return and got an immediate phone call from her letting me know it was done. I really appreciate how well they handled something that could be so annoying during such a stressful time. read more

We registered at West Elm for our wedding and have been disappointed by the lack of service and communication. When we first went to this location to shop for our registry (about a year ago), we asked the lady in the front for some guidance. She rudely told us to download the app and use it to scan anything we wanted to add. Unfortunately, the app was not working so we had to take pictures of everything we wanted to add when we got home. Fast forward to now...one of our guests bought us a shower curtain. They ordered it in April 2019. It is now August and we have not received it. It keeps getting back ordered/delayed. We went in to this location to return a different item and it took twenty minutes to return a gift. I asked about the shower curtain and she basically told us she couldn't help. I would tell everyone to avoid West Elm for registry. I don't know if we will ever get our shower curtain. read more

There were at least 5 salespeople hanging around and not one asked if they could help me. I finally went up and asked someone a question. They really didn't have an answer and didn't try to find one. I guess they don't care about making a sale. read more

After building our new home we went to this store to buy a bulk of the furnishings for downstairs. We were immediately greeted and assisted by Deborah D., who helped gives us some advice on what items to look at and when the best time to buy those items were, in order to maximize our savings. Within a week of our firs visit we came back to buy our items. The staffs as great, polite and professional. Deborah D. is AWESOME, very helpful, and has a great eye for style. read more

We absolutely love this store. Alec, an employee there, has been so helpful as we furnish our new home. His style is exactly what we were looking for and his choices were right up our ally! The store is clean and everyone is super friendly when you walk in. The furniture is priced right for what it is. The items and style are lovely and you can't find them or anything close at other store. I'm impressed every time I walk in. I highly recommend going to this store and doing your shopping here! read more

DO NOT BUY OUTDOOR FURNITURE FROM WEST ELM!!! I am writing to make everyone aware of the extremely poor quality, warranty and service of West Elm outdoor furniture. We enjoy the aesthetics of West Elm and therefore purchased all of our outdoor furnishings through them. Unfortunately, less than one year later, our furniture is literally falling apart. One of the pieces we purchased was an outdoor portside storage trunk ($520). We received it months after ordering (September) and by May the trunk was literally falling apart! Boards are warped and cracking. The glue in the seams has lost fixation and has peeled away. We contacted West Elm and, after 45 minutes on the phone, we were told that the outdoor furniture only has a 30 DAY WARRANTY!!!!! The only refund that they will offer is a 15% store credit. So in the long run we paid $442 to use a storage container for less than 8 months. IF A COMPANY HAD ANY FAITH IN THEIR PRODUCTS THEY WOULD OFFER A LONGER WARRANTY AND MAKE THINGS RIGHT WHEN NEEDED! DO NOT BUY!!!!!! read more

Warning: This company will bait--and--switch you when it comes to sales. Their recent 20% off sale was advertised to me using retargeting facebook ads from their official facebook page, in these ads an image of the FLOYD bed was given as an option under the 20% off sale (I have screenshots of the ads). I went all the way to the store, later called both the local store directly and their customer service line, and was told this product was not available for the sale discount. This is extremely illegal, especially in the state of Texas under long standing advertising laws. I could not be more displeased with this company or its indifferent customer experience. read more

Love the design but overpriced for the market and quality. Some of their offerings are only a step above IKEA. More specifically furniture such as dressers and drawers the craftsmanship isn't there. Drawer sliders aren't smooth, the design is good but the mechanics of a function piece isn't. The wait time of 10 to 12 weeks isn't good either. But made in America and made to order. Not a total loss but could use some think tank on finish out. read more

Bad quality furniture that is not cheap - unfortunately I let the look win me oVer and didn't think to invest in quality- my 7k huge mistake read more

I'm thrilled a second West Elm opened in the metroplex! As a West Elm enthusiast, I have been frequenting this location and have only positive remarks. The staff is very friendly and helpful. Jimmy is my favorite associate and he is always smiling and wiling to go the extra mile to help me locate items. I highly recommend taking a stroll through the store if you're in the area. read more

Quality stinks and customer service is horrible. I got a sectional for $2700 and it was was lousy quality that the cushions were out of shape within 5 months and when I complaining about it many times they took it back promising to credit back my money. Now after 4 months they want to give me store credit.i don't intend to purchase anything from this store why do I need a store credit? Why did they promise to refund my money to my account in the begging have proof for everything. Fraud company. Stay away. Quality is really bad as this is not first time and it is not cheap either. read more

This place is awesome!! The staff, the service, the product! All of it was awesome!! We order a bed and dresser without any troubles. 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. I had a really difficult time with a return at the Mockingbird location an when I called this location, they were apologetic and extremely kind. She literally stated that she wanted us to be happy with our purchase and would be there to help us pick something different out. read more

Cannot say enough about how helpful Alec Sutherland was!! His service was the definition of above and beyond. If you are looking for a design consultant who is friendly, informative, and down to earth ... be sure to ask for him at the store at Legacy West in Plano! read more