Recently, Deana, Mr. Shadow, and I embarked on a quest to find the perfect holiday tabletop tree, leading us to the West Elm store in the bustling Mockingbird Station® Shopping Center. Our experience at this West Elm location was not just about shopping; it was a delightful adventure. West Elm at Mockingbird Station® immediately impresses with its well-organized and aesthetically pleasing layout. The store's ambiance is inviting, making it a pleasant place to browse and shop. Mr. Shadow, our ever-curious four-legged companion, particularly enjoyed the experience, finding joy in sniffing around the beautifully displayed items and making new friends among fellow shoppers. West Elm is renowned for its wide selection of home accessories and furniture; this location did not disappoint. The variety of items was impressive, from chic furniture pieces to charming home decor. We focused on finding a holiday tabletop tree, and we were pleased with the available options. The store offers an array of choices that cater to different tastes, ensuring that every customer finds something that suits their style. One of the highlights of our visit was the warm and welcoming atmosphere created by the staff. They were friendly, knowledgeable, and eager to assist, making our shopping experience smooth and enjoyable. The pet-friendly nature of the store was a big plus, as Mr. Shadow was welcomed with open arms, enhancing our overall experience. West Elm at Mockingbird Station® is a fantastic destination for anyone looking to add a touch of elegance and style to their home. Whether you're on a specific mission like ours or just browsing for inspiration, the store offers a great selection of high-quality products and a shopping experience that is both enjoyable and relaxing. The welcoming attitude towards pets adds a unique charm, making it a place we would happily return to. Our visit to West Elm at Mockingbird Station® was a resounding success. We found the perfect holiday tabletop tree and enjoyed a delightful shopping experience in a friendly and stylish environment. This West Elm location is highly recommended for those seeking quality home furnishings and a pleasant shopping atmosphere, especially for those who like to bring their furry friends along.

West Elm should really consider implementing customer service training with their staff. We recently purchased a new home and are buying new furniture for the entire house. We waited over an hour before a customer service rep actually helped us. We had to ask 2 people for help and they would say they’ll be right back only for me to see them standing by themselves doing nothing. This is during Covid when it’s not even overly crowded inside. After finally getting someone to help us, we were ready to purchase a media center priced at $1699. Right when you walk in, it says furniture sale of 15%. I first asked the sales associate what the price is with the discount. She said $1699. I asked her about the store wide discount and she stated it was already included in the tag. Feeling sketched out, I went online to see the price at $1411 for the same piece! I showed this to her and then she seemed confused and stated the online price is the right price. We then asked for shipping timeline. First we were told mid January for white glove delivery. This is a media center that you can easily put together like an ikea piece. We asked for in store pick up. They stated that’s not possible. Then they stated it would be shipped mid December. We then asked if we could schedule the shipment to be delivered after Jan 8th so it’s shipped to our new home and she said no. We then inquired about the return policy and the sales associate said she did not know. Worst of all, after waiting for so long, she asked if she could help the next customer ( we had spent all of 5 minutes talking to her after waiting 1 hour for someone to help us). We went to crate and barrel where we were helped immediately in a much busier store. They offer free shipping and can hold items in their warehouse and you can pick the date. They also give a new home owner discount of 15%. We’re spending around 20k on furniture. West elm should seriously consider training their staff. I will never shop there after my terrible experience with multiple sales associates.

If I could give zero stars I would. Purchased Enzo power reclining sofa pieces ($12,680.41) on December 5, 2021 with a delivery date early March 2023. Pieces were not delivered until April 26, 2022. This issue On May 7, 2023 2 pieces stopped working. 2 weeks outside of their "warrantee". The worst customer service experience I have had in my life. From a "high end store" that charges "high end prices". The finally agreed to pick up the pieces to look at them. Said someone would call in a few day. No one single follow up for 3.5 weeks and only after I called 3 times to check on the status. They are now returning the pieces to me still non-functioning. One recliner section is stuck in the open position and they can't even close it so I can use it as a chair. Another repair tech is coming in 3 weeks, they say. I am a repeat customer but can tell you will I never shop here again. Every time I've called, no one has any idea what is going on. There seem to be zero notes on my account and I have to start from the beginning every time, explaining what has happened, what they have supposed done... even when I'm returning their call, no one has a clue why I am calling. I don't have any confidence that anyone has actually attempted to repair the pieces. I waited patiently for 2 month delayed delivery. I waited patiently for 3+ weeks for the repair tech to look at my pieces even though it was supposed to be 2-3 days. I don't think its beyond a giant company like this to honor a warrantee and replace the non-functioning pieces when it broke 2 weeks out of the one year warrantee. Afterall, I will have granted them 17 weeks of patience and grace between delivery and repair. It's a $12,680.41 couch.....

I really liked the two Margo Raffia nightstands I ordered last summer, but unfortunately for me, they did NOT tell me upon purchase that when they were delivered last fall, they would not be assembling them. I made the sad assumption that when I paid for the delivery, West Elm would be delivering them. But a third party delivered them to the condo building I live in and left them downstairs with the concierge. I wasn't home at the time, and management had to haul them up to me--they were VERY HEAVY! When I called West Elm to ask about assembly, I was told I had to do it myself. At first I thought a part was missing, and they said I'd have to bring the nightstand in myself to have them check it out. I had no possible way to get it to my car let alone fit it into my car. Let alone MOVE them on my own, they were so heavy, it was impossible for me to get it to them! My mistake, however, there was not a part missing after all, but who doesn't come get furniture THAT heavy if there's a real problem??? So make sure you love what you buy, or YOU will have to return it! It took me over a week to assemble them myself. They are lovely nightstands, but what's super-annoying is that that the raffia on the front of the drawers sheds daily onto the drawer handles, and it looks awful till I dust it off again--every day. Oh, and one leg is shorter than the others on one nightstand. I didn't bother to tell them, because I knew they wouldn't do anything. And no, it's not my floor, because the other one sat in the same spot perfectly. Won't buy from them again. Worst customer service ever.

HORRIBLE delivery and customer experiences. Only good thing is the furniture is beautiful but not worth the price or headache you may endure to get it. It is the most decentralized company I have ever worked with... home delivery can't see half the information and then the furniture department can only see so much too... and no one was able to or even offered to expedite the process. Better yet - once the item is in the hands of the shipping company the visibility is even less. Or so I was told. If you want to hear my specific almost 2 month long (and still continuing) saga to get a dresser for our nursery keep readying. First I scheduled my home delivery for the dresser with changing table topper for them to only show up with the changing table topper. After calling customer service, I was told the dresser has not shipped and I will be notified when it does. Fast forward a few weeks after the expected delivery date and still no sign of the dresser. I started calling weekly... with the same response... hasn't shipped that's all they could give me. FINALLY they realized they didn't know where the dresser was so they opened an "investigation" which took a week and a half. Oh and they wouldn't send a new one till the investigation was closed. It has now been a 7 weeks since the order was placed. The dresser was found and home delivery was scheduled... They are now two hours late. And guess what?? Customer service can't locate the truck. Who knows when we will get this dresser.

Its gonna be a long story, because there was A LOT that went wrong, otherwise I wouldn't bother with a review. The store itself and personnel are fine, it's their deliveries that need an update. First of all, we chose West Elm because we were updating a lot of furniture and were tight on a timeframe, so we checked what's in stock. In April we ordered a bed, 2 night stands, a desk and also picked up some items in store. Night stands come in, one is broken. We are told that WE need to bring it back to the store and order a new item. So now, if a new item is also broken, we have to do it all over again on our time, in our car. Desk comes in, BROKEN!!! We put it in our car and drive again to the store. We ask them if we can get new items delivered to the store, so we can come and check on them, but that option is not available. New desk delivery is being pushed, and pushed, and pushed..showing now August, but who knows if it will come damaged again. Well today, the bed shows up. Good news, not damaged. Bad news, wrong bed!!! We paid extra for a certain design, that's not what we ordered. Called for a replacement. Now we are gonna wait another half a year until we get what we paid for. It's a never ending horror story with no other solution, but to bring items back for a replacement and wait. Something needs to be done with this nonsense. We will tell everyone not to chance it with West Elm.

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!

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 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. And the. My delivery dated has been moved back another 2 months. Over 7 months for chairs what came in stock in month 2. 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

Corinne helped us furnish an entire apartment. She went above and beyond to help us put in the order and stayed an hour past her shift to insure we design the space we love! Her product knowledge and passion surpasses our expectations. She made the experience easy and fun! 10 weeks later I haven’t received my bed, I called back with my order number to inquire about the status of my bed and a rude woman answers. At first, She wasn’t willing to take the order number to assist about the status, claiming I need to call Boston or online customer service since that’s where I ordered it. I explained that’s inaccurate and not sure why she made all those assumptions, I ordered it from the dallas store, but call me old fashioned why does it matter where I ordered? Someone calls to find out about an order you don’t help unless they made it with you? That’s poor integrity! After she went off I was so turned off and discouraged. I got off the call. Such a shame she claimed to be the manager too! Wow! Never again, so much negativity and lack of integrity. My bed is already 4 weeks past it’s delivery date, you can be kind or stay home if you don’t like to help people.

Don't order furniture from West Elm unless your schedule is EXTREMELY flexible. We ordered a sofa in October 2021, the estimated delivery date was January 7, 2022. Then the delivery date was pushed to Jan 7 - Feb 6. Then the delivery date was pushed to Feb 6 - Feb 24. The only way I know these dates is by checking the tracking info on the web site. There has been no notification of changes in dates from the company. I called them and was told basically they are waiting on one piece, and they should make the Feb 24 deadline. I decided not to hold my breath. The customer service person had no real information, but rather was looking online for info. She said it looked like it was shipping from Missouri, and bad weather could have been a factor. The info on line says all three pieces had shipped from Mississippi in Jan. but it doesn't say where they were shipped to, and presumably are just sitting somewhere waiting to be shipped again. I have already sold my current sofa, and I keep pushing out my buyer, hence I am no better than West Elm! If they miss the Feb 24 window, I will be sitting on the floor. Beware.

I waited in a queue of customers for 30 minutes to ask where their collection of headboards was, only to finally be perfunctorily dismissed and told that they had zero in the showroom. This was a simple inquiry that should not have taken 30 minutes to have answered. Once I managed to speak to an associate, the only assistance that was offered was being pointed toward a small sample of fabrics on a table cluttered with paperwork with no space to really look at the ring of material and further on without any sort of explanation on what the differences in material were, etc. I noted that this ring of samples was but a small number of what looked to be dozens of fabrics hanging from racks on the wall. I ultimately just left. Customer service was appalling, and their website, which appears to be more helpful than that showroom’s associates, is a very poor substitute for seeing merchandise, different options for customization, etc. in person. There are lots of other alternatives out there. My advice would be to find another.

My trip to West Elm (Dallas) yesterday was amazing! However, I was hesitant to go there for the first time due to the not so good reviews about customer service. I decided to go, because I heard they have great furniture and sales. When I arrived, it was a clean and neat facility. Initially no one greeted me when I walked in because they seemed extremely busy. But a kind gentleman by the name of Kavion or Kevion (Sorry if I misspelled your unique name) greeted me with the biggest smile on his face. It felt welcoming. I continued to ask him about sofas. He asked me questions to get to know me so he knew what sofa would be best. He gave me a detailed tour of sofas and swatches for the Andes sofa. He was extremely helpful and knew in detail every sofa. He deserves a raise! Overall very great customer service on my end. I wasn’t ready to purchase the sofa yet however I purchased a bunch of candles from the associate because he was so patient and helpful with his time. I 10/10 recommend West Elm (Dallas). Great job guys!

This by far is the WORST location in the entire corporation. As a customer, a paying customer, the lack of communication as well lack of customer service and ethical morale from your employees has been horrendous. The manager of this establishment has been terrible. The communication from the manager has been horrendous due to a purchase made over seven months ago for a bed. My best friend has been doing the manager’s job by trying to figure out where a customized bed has been in it’s completion process. The process of a customized bed has been horrendous and the ability to want to purchase a bed or products from this entity has made me lose utter respect for this company. No matter the amount of money a customer choose to spend from this company could amount to the poor treatment that has been presented. If you can not operate an ethical business and blame your customers for the company’s lack of communication when it comes to product’s misplacement or back order status, then please direct them somewhere else.

I love the designs from west elm. I have been a fan till recently. I bought the 5 glass banded chandelier and loved when it was put up. After about a month of being put up the brass band on one of the shades of the chandelier just comes off flying! It's a metal band. Fortunately no one was at the table when it happened. I called the corporate office to inform them of the flaw. It probably was a one off product where the solder came off and I was the lucky one to get a defective product. All I wanted to let them know was the product has a design flaw. The lady over the corporate number just did not care to listen. She kept saying , "you purchased it at the store, so call the store." Just listen and address customer concerns. Train your people to talk with concern and more so with respect. The lady asked me to go ahead an post a negative review if I chose so. That does not speak great about the company. I still love the designs and they look great. Just the customer service sucks!!

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.

The worst customer service every single time, very consistent at that. We love West Elm with several pieces in our bedroom and living room; we always purchase from the website and never the store. This visit we questioned a male sales person about the price of a mirror. He told us he would be right back; on the way to the cash register, another customer asks, "Are you helping someone?" He answered, "No." Hello? What do you call my husband and myself? Maybe it's because I was not carrying my Louis Vuitton purse and my husband and I were wearing our Sunday house clothes. I go to the cash register to remind him about 15 minutes later; he comes back with the price. He then apologizes about forgetting about us in the most insincere tone. Please managers, I love your furniture, accessories and rugs but train your sale attendants not to discriminate people based on how they look. I will not return to the store ever again.

Wow I wish I would've read some of the reviews before ordering for a furniture delivery because we've experienced deja vu. We ordered a couch nearly 6 weeks ago and still to this day, I have no idea when we are getting it. The customer service at their corporate location (Williams Sonoma) is atrocious. They had no clue how to help us and never contacted us. We had to call them every time and once they mysteriously hung up on us. Who knows when we will get our couch. The only reason I gave this location three stars was because a very helpful associate felt terrible that we wouldn't have furniture for Christmas so she sent us a floor display to sit on until we get our actual couch. For that reason, I would still consider purchasing from this store, but would never consider ordering online again. It's their parent company, they are terrible.

Don't do it! I ordered a coffee table online on November 10. Today the 8th of January I was contacted regarding the delivery which won't happen until the 15th. Little did I know that the item is "special order" and can't be returned, which I would have done when, without notification - I guess you just have to keep checking your order status because there is zero communication - they missed their first delivery window back in December. There is no notification about not being able to return the item until after you order it so points off for no disclosure. Customer service via email was friendly however not very helpful, couldn't locate the item could only tell me it was "in transit" until this past week. They did offer to cancel the order and when I said yes, please cancel they said "this item cannot be cancelled". Well then why offer?

Horrible!!! Highly disappointed, horrible customer service. I stood by the register for good 10 minutes for workers to just glance up and not even ask if I can help you until I had to say excuse. The lady who was ‘helping me took 15 min to go check on a furniture I had called to put on hold to later see she was helping another customer. I waited and I kept having workers just look at me and a extremely rude worker ask for the next customer to pay at the register I was waiting at. Ignoring the fact that I was waiting. Customers pay too much money for service like this. So finally I had to approach another worker for him to come back and say ‘ we’ve sold it, someone forgot to place it on the furniture to hold. I seriously expected higher quality service from this place. Never coming back. They don’t even deserve the 1 star.

Not specific to the store but rather the delivery department and their customer service. Terrible experience. I talked to a guy named Terry. He was rude and no helpful at all. I was expecting delivery of items worth multiple thousands between the 10th and the 17th. When I heard nothing from them I decided to give them a call only to find out that those dates mean nothing. Even though they have most of my items ready to ship they won’t for another 10 days. No explanation to why. Just a bunch on condescending answers from a person that no company should have left anywhere near the phones. When I called again to try and talk to someone else I was put on hold for 20 minutes before this guy Mike decited to threaten my with cancelling my order. Do yourself a favor and shop elsewhere

If I could give 0 stars I would. I furnished my entire apartment with west elm. I ordered a media console along with it and have still not received it when I placed the order in May! If you think you can call for help you can’t because no one ever answers, I have probably sent over 20 emails and not gotten any update on a response. One time they gave me an update saying they broke the console and needed to repaint it and I thought that meant I would get it soon but I still have not. Literally do not waste your money on this place, even if the furniture seems nice go anywhere else. you will not recieve one of the items and they will still make you pay for it with no refund. I have YET to get the console or recieve an update and it’s been THREE MONTHS and I paid for it.

We have bought several pieces of furniture from West Elm at both this location and the web site. While we like the items we have bought, service at the store is VERY slow. And they are just a showroom with very little in stock. Pluses: Stylish stuff. Minuses: Expensive; slow customer service in the store; checkout takes a long time; orders shipped to store seem to be handled all on paper and it takes forever to find out if something has come in; shipping is expensive, plus, most furniture has a surcharge. What? Shipping is almost $100 for a couch, plus they charge $100 surcharge, because it's big. Online orders take a long time to come. Their stuff is nice, but I'm used to free, fast shipping (thanks, Amazon) and good customer service. West Elm has none of that.

I had an absolutely horrid experience at this West Elm years ago (long story short, they sold me a broken/returned chandelier which I found out after hiring an electrician whose time I paid for despite him not being able to install my chandelier, only for West Elm staff to accuse me of purchasing the wrong type of light and initially refusing to take back their damaged merchandise) but decided to give them another try. My husband and I may as well have been invisible. Staff members had their back turned to us although the store was empty and never said a word. If I asked them a question, I was clearly inconveniencing them. I took my business to Crate and Barrel instead where the staff is friendly and helpful and acknowledges your existence.

I know a lot of these reviews are regarding furniture delivery, or customer service within West Elm in general, but I want to speak to this Dallas location specifically. Go see Rome for design services! He is so awesome & so helpful! I went into the appointment a little anxious and overwhelmed about the possibilities regarding design and the choices of beautiful furniture in general. He understood what I was looking for and took the time to listen to what I wanted for my new space. Hoping the issues regarding furniture delivery outlined in the other reviews are now non-existent, but I can definitely speak to Rome's expertise and kindness within the department of design services at Mockingbird Station!

I found some appealing furniture sets at a good price. The furniture also seemed to be well made. Customer service was lousy. I went to the store instead of going online thinking I would get some help. The people at the store didn't know anything even though the merchandise was right there. I had to order it from the internet in the store - the sales person couldn't even figure that out. And then they messed up shipping - I paid for white glove delivery that was supposed to be scheduled, instead they just dropped the box on my front porch. Glad it wasn't raining. And no anniversary present surprise. Shipping was over 20% of the cost of the item so I feel kind of ripped off.

My wife and I have bought a few pieces of furniture from west elm that we like, but the horrible customer service ruins the experience and makes you question why you even bother shopping here. Everything the other reviewers have said about customer service is true. Expect to wait 30 minutes even if you know exactly what you want to buy from the store. And if you have to order it online, tack on delivery charges at least 15% of your total purchase, even if it's just a small chair. And don't expect fast delivery either. If you can't find a comparable product anywhere else and you can deal with horrible service, west elm is great. Otherwise I recommend shopping elsewhere.

One word "Horrible " They sent me defective furniture and they lost one of my pedestals during shipment. Had to spend hours on the line with the customer service and go to store couple of times and wait for couple of weeks to finally replace them. They lured me to open a credit card with 12 months zero interest and guess what ! after the first month they started charging interest. Again, had to call them and dispute the charge and they said It will take 60 to 90 days to process the dispute ( Seriously!!). Inefficient organization, Careless customer service. Do yourself a favor and stay away from west elm. I wish I had seen the reviews before doing business with them.

Walked in at opening time on a weekday. The sole staff was busy operating a vacuum cleaner and couldn't be bothered to acknowledge our presence. Another staff member entered 10 minutes later and went past us without even a courtesy greeting. Strange to say the least. The arrangements in the front were geared to the forthcoming season obviously. The arrangements at the back were unimaginative with the unnecessary permutations. Since there was no human person willing to talk to us we thought we could browse a kiosk. We thought wrong. The only thing we liked was the absence of fake or gimmicky SALES banners. The emphasis here is on good middle of the market products.

Terrible customer service (which several others have reported without response). For their high prices, this is disappointing. Have come in multiple times (even purchased a bed) and have either received no help, or incredibly slow/un-informed assistance. I just wasted almost an hour being passed between 3 different employees to simply look up how many of an item they had in stock. For the price and "quality" of their brand, they do not even offer free shipping on items their store did not have (but customers wasted their time coming in for). Lots of broken/scratched items in store. I would go to Crate & Barrel- much better service and quality.

The Dallas location!!!!!!!!!!!! Love I would always drive by this place and never go in. I saw the chevron curtains online and became immediately in love. I drove 40+ plus miles from home to take a chance on the curtains being in store. Ms. Christa was delighted to help me. She also gave me some great advice. Take your time in decorating your space. I could sell you the store, but if you don't love it, you'll be disappointed. That alone sold me on coming back. We ordered the curtains I liked online and she said she would look out for some rug options and contact me since I'm allergic to wool. That's the kind of customer service I look for.

If you want to spend countless number of hours to chase for your furniture being delivered, this is the place for you. They never honor a delivery date, the online people are totally useless and you need to call multiple times to get an update on your order. Meanwhile, they do charge your credit card, with no delivery date in sight.Try calling them, they either don't know how to handle problems or they simply hung up on you. We tried to order from them multiple times, and every single time we encounter problems, it is simply not worth the time, money and endurance you need to have to get your items delivered.

I ordered 2 SIMILAR side tables from West Elm, as a home warming gift for my friend. I added a gift note to my order so she will know these tables are from me. Now guess what: 1-They delivered 2 different (color) side tables! 2- there was no gift note (gift message) in the box!!! She had no Idea where these tables are from and who sent them!! I called the customer service, they didn’t even apologize properly, they only asked me if I want to exchange the wrong item?! And of course I’m not gonna ask my friend (who doesn’t have a West Elm store in her hometown) to go through the exchanging troubles!!!

Do not do not do not purchase any furniture from this organization. They have incredibly long lead times and absolutely 0 customer service. We ordered a couch well over a month ago after being encouraged by the salesman that it was more than likely our product would arrive during the former half of a delivery window. This was not the case...multiple attempts to contact customer service and figure out what is going on and why our shipment had been delayed by nearly a month!!!!! Purchase from major competitors: IKEA, Wayfair, or others. This company will waste your time and money.

3:30pm on a Wednesday afternoon. I've called this location 7!!, yes... 7 times in the past 2 hours. No one wants to pick up the phone. I want to purchase something that the Plano Legacy location said they had in stock there, so I want to call to make sure they have it in stock before i make the drive there. Still no one answers. Last week when I was in the Dallas location, I was the only customer in the store, and I had to hunt down an associate to assist me. I guess they don't want my business. Sorry West Elm, looks like I'm going somewhere else.

I cannot imagine worse customer service than what we received. It took 5 people to figure out how to wrap 4 glasses, a tray and a couple accessories. Then they ran out of paper and started using paper towels. We were also planning to buy chairs, but after the amount of time spent with them trying to figure out how to wrap items, we decided to bag it and order online. To top it off, I get my bag and walk outside and they’ve forgotten to put my tray in the bag. Literal stupidity. Will not be returning in person to the store.

walked into West Elm and every sales associates looked me and didn’t say a word. Me giving them the benefit of the doubt - “maybe they’re shy idk” no biggie It’s been 20 minutes and 5-6 other prospects have entered the store. Not only did the sales people greet them but they followed them around the store asking if they need assistance. It’s like I don’t exist Even if this isn’t a race thing, it’s still extremely poor customer service and there’s no excuse. Maybe I should’ve wore a suit and walked in with a pet tiger.

we encountered very helpful and nice staff during both times we were there. They helped us with all the questions and options. They have a big show room so we like going there to see furnitures in person. One thing they can improve is shipping, although not specific to this store, can take long time. It would depend on availability, fabric options and so on, but generally speaking shipping will take some time. We were not in hurry so no problem for us. Two men who delivered our stuff were friendly and nice as well.

Stay away from Mockingbird location, I felt discrimination and ignorance at this location even the lady next to me got shocked and said why she did this to you. West elm has good products but not good customer service. I ordered some furniture and I called customer service almost 20 times every time they had different stories and delivery time, one of them told me a day and I took a day off but nobody called me I called them and asked to talk to a manager they said we don’t have a manager here now . So disappointed

Their customer service is awful. Over 7 weeks to receive a table, not a single update email, not a single apology, no note, nothing. Called customer service 7 times, and each time I was told the table would be scheduled in two days. They told me everyone was waiting and there's nothing to do. Customer service told me I should be more patient lol. Try any store but west elm. Spend money somewhere where they appreciate your business. Not somewhere where they make it seem like you buying their items is a privilege.

I have only purchased items a few times from West Elm as I have just recently moved to Dallas where we are lucky enough to have a West Elm location. I work in retail and understand how challenging helping customers can be. But all three times I purchased items from here, I was very impressed and left feeling confident about my purchases. Macy rang me up a few times and she is so nice and very helpful. I totally recommend checking out this location - it's beautifully designed and the customer service is spot on!

My girlfriend and I used to really like 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 different prices on the dishes. The higher price was on the top. 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 to customers.

This has to be one of the worst experiences for an order and I would NEVER refer anyone to this company. They have sent items to the wrong address. Failed to deliver furniture on two dates set up. The lies from associates are unacceptable and unprofessional. Do not order if you expect accurate on time delivery of items ordered. I have taken two days to be at an address for delivery only to learn the delivery was never scheduled. Jobs should be terminated or suspensions without pay for this ineptitude.

While shopping, I went to use the restroom. The first one was disgustingly dirty with fecal matter all over the toilet. The second one had 6-8 large cockroaches running around on the floor. I approached an associate to let them know about this issue, and their response was “yeah sorry we have a cockroach issue.” I was unable to use the bathroom and had to leave the store. I hope they take better measures to ensure cleanliness and no pest are present for future customers, I won’t be back.

Worst service I have ever experienced at a West Elm store. Staff (unless working directly with management) is not helpful. Will always pass off the work to someone else, somewhere else, etc. This is the only store in Dallas, so it is busy. I actually placed an order through the store, but called the next day and realized, no one actually placed it. So my info, including my credit card number, is floating around the store somewhere!! Definitely defer to online shopping for this one.

I really have enjoyed shopping here at West Elm. I once was a purist and only wanted old pieces around the place. Due to the awesome quality of Mid Century Modern I have decided to go new on everything. Most of it I'm purchasing from West Elm. I love the store and the staff. They have been extremely helpful in making my new home a home. One of my favorite places to shop for my home.

I waited about 2 months for my brand new couch to be put together and delivered and what I got was nothing but disappointment.. loose threading on multiple cushions, one with a giant hole, discoloration on the back and the main cushion… spend your $4000+ elsewhere and not a place that will ship you an equivalent to a good will hand me down. How did this even pass quality control?

High quality furniture, great aesthetics, a little pricey but we've had our products for years and their construction and materials stand the test of time. The store itself is a little chaotic and even though they always seem well staffed they take no obvious enjoyment in helping customers. We usually identify a product online, test in store and order for delivery.

Don’t dare call the store manager, Corrine, if you have any inquiries about issues with an already purchased item. She lacks the proper social skills to even speak with the customer politely. 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.

This is more on the company than this location. I spent $7000 just for my delivery to be late by 2 months, then get told that the furniture arrived but was damaged so Id have to wait an additional month (while my family members were then forced to visit me and sit on the ground during the holidays). Terrible for such a “high end” establishment.

I was willing to overlook the negative reviews because I loved their design. I’ve waited two months for furniture. My delivery date has been pushed back four times and now they are saying it will be another month. They are refusing to cancel my order and refund my money. The lack of integrity and customer service is repulsive.

Modern and industrial rustic designs. Lots of bedding and decorative items. Not crazy pricing given location. Many choices on kitchen items as well. Sales staff was available for check out although the guy that checked me out was primarily engaged in shop talk convo with another employee during our transaction.

I am a designer and refer people here often. Then only problem is that the quality is hit or miss. But you do get what you pay for. If a table is only $100, it isn't going to hold up for years and years. They have wonderful accessories. I ordered a lot of my office furniture from here and have been happy.

Have been searching to buy 2 pieces of furniture that this location had on the floor. They will not ship pieces and are not willing to even try to make the sale. It was for a substantial amount and made no effort to even try to make a sale and have a happy West Elm customer. The sales associate was rude.

West Elm, as always, is the Pinnacle of interior design and stylish pieces. Love shopping at this location, but unfortunately they don't carry a large stock of items so most pieces require ordering online. They do ship directly to your address instead of shipping to store, so that's nice.

NEVER buying from West Elm. We bought a house and were excited to furnish it with all WE stuff, but after our experience buying the first few pieces, we are out. They have the most inconsiderate customer service- furniture buying shouldn’t be a painful process.Taking our business to CB2.

They will lie and not fix it. Kathy and Monita have zero credibility amd zero customer service. They have our furniture but won't deliver it until the one item on backorder gets here. They explicitly told us they wouldn't do that if we paid the white glove fee which we did. Now we wait.

Disappointing. They don't have things you're looking at in the store in stock. So then you have to order them and pay shipping to your home. They will NOT order and allow you to pick up from the store to save shipping. So why bother going to the store? Just go to their website.

Incredibly rude and unhelpful floor staff. Went in with a list already (~1.5k) and during the sales process the person left us three times to do something else (instead of just placing the order). When she left the fourth time, we placed the order online and left.

Unfortunately we love their products and items. But staff is very unfriendly. Walked in there and about three of the employees didn’t even bother to say hello or offer help. I rather do shopping online than go into a store with employees like that.

I'll cede that it's Black Friday but at 4:30 in the afternoon the store was near empty and there was no greeting, no hello, no help to be found. When I finally tracked someone down I received the stare of death and about a four word answer.

Cool furniture with hidden cost in shipping. Cost almost the same to ship to store vs ship to home. Shipping was over 20% of the cost of our chair and almost 100% the cost of the ottoman. They are more like a showroom and items are "built"

I wouldn’t recommend buying any furniture from west elm. I have had their linens and pillows and they are great but I bought 6 chairs from them at the end of November so 6 months ago. Four of the chairs are now broken. They are rarely sat

Customer service is just bad. They don't know about their products. The shipping options and rates are confusing. Best of all, I called to place an order and they just picked it up and hung up without answering it, not just once, but many

Just finished a terrible shopping experience in this store. I was coming in to make an exchange and pick up some items I had on hold. That ended up becoming a return. I walked in and was never greeted on the way to the area I was going to

AWFUL customer service. Please proceed with caution. They ship you damaged items that they have made you wait over 5 months for. Once you call them and ask them to help you out. They say they can only replace the item and that will take

West Elm offers fantastic pieces for your home. They are on the pricier side but the product lasts long and you'll get your money's worth. Recommend you check out their online sales as well as their warehouse sales.

I experienced incredibly poor customer service at the store and online. I really like the items that they sell but chose to leave and not purchase anything based on the unhelpful service that lacked integrity.

Fantastic shopping experience! Beautiful pieces throughout the store. Excellent customer service from Raf.

Hey West Elm, Today was a sad day in my newly engaged life. My fiancé had made an appointment

Beautiful store with excellent customer service