west elm

Ordered a sofa sectional and chair 8 months ago, only to find that the sofa would be coming at a "later" time which updated on its own without any communication. I finally called to see if at least one of the items that was already at the distribution center could at least be delivered. They informed me they could not deliver the chair until the sofa arrived due to additional shipping costs, so the chair sat in Arlington for 5 months while we waited on the sofa arrival. Finally I get a call the sofa and chair are to arrive today, 8.5 months later. I get another call the morning of delivery, telling me that the sofa was damaged beyond repair and another one wouldn't be able to be shipped/arrive until another 6 months. I've called and cancelled everything and requested a refund. This company has really taken a turn for the worst.

Definitely should have read and believed the reviews. I just returned a couch because they sent us the wrong one. I called to get the shipping fees on the new one removed, but the manager said no even though it’s their fault for getting us the wrong one. They expect us to pay $279 twice for their mistake. This is absolute non sense. I will not be doing business with them again. That is really bad customer service.

I went to the Southlake location ready to spend some money and no one greeted me or cared to offer any help. Usually it’s not a big deal to me, as I understand workers are busy but there were no other customers inside but me in the beginning and when other people started coming in I saw how other (white) customers were greeted and being offered help meanwhile I (Hispanic) was in the store for quite some time and no one came up to me but rather just stared at me. I then went to the front desk to ask for some help and while the lady was helping me out on the floor she started talking to another customer making me feel not taken seriously, it was very rude. Mind you there were maybe 3 other workers out on the floor as well.

Tressa made our shopping experience amazing with her warm greeting and excellent service. She helped us order online an item that was not in stock find and even carried our other purchase all the way out to our car. Five stars for Tressa!

If I could give zero stars, I would. We spent over $17,000 in a single day at West Elm, followed days later by another $3,000+ purchase — to BEGIN to furnish our new home. Our salesperson, Tressa, assured us that we could not split the initial order into three deliveries despite some items being 4+ months out. Based on her advice, we divided the order into two separate transactions, and paid for “white glove” delivery fees on both. Only after countless issues did we find out that any order over $15,000 qualifies for concierge service, which would have given us the delivery flexibility we needed — and avoided all of these problems. We were never informed of this at the time of purchase. Since then, dealing with West Elm has been an absolute nightmare. Their “customer service” is virtually non-existent: slow to respond when they bother responding at all, and completely unwilling to take any accountability. We’ve been repeatedly told that if we had spent over $15,000 (which we did), we could have split our deliveries — yet they refuse to correct their mistake. Meanwhile, our brand-new home sits mostly empty, while we wait for deliveries spread out over months because of their incompetence. Between the misinformation, the hidden services we should have qualified for, and the abysmal follow-up, this will be the first and last time we ever shop at West Elm. For the price you pay, the service is downright shameful.

If I could give your company a zero for this experience I would. I have purchased other items from west elm before and they have been nice but I just had the most frustrating customer service experience. I purchased a couch back in December which looked great online, however the bolster cushions and one of the back cushions were noticeably less stuffed when delivered. I asked to get a replacement. At first I was told I could get a partial replacement for the cushions. The second time I called to get an updated status I was told I could actually replace the whole couch. I thought wow, that's good but only to get a phone call a week later from the same associate saying he made a mistake and could only do a partial replacement. I said that's fine. I never got a follow up email mind you. I saw an email that "canceled" the order for a couch about 5 days later after I called to get another status update. When I called that time they said looks like the notes show you can get a partial replacement. You should get an email in 7-10 days stating the details and a call when this gets shipped out to you. I never got an email so I call again today only to find out a week ago marketing leadership said I can't get a replacement AT ALL b/c it's a leather couch. My question is why did 4 different agents tell me something different? Why does a customer have to jump through hoops to actually get some updates or information about a product? You need better trained employees and if they can't answer the question then put the customer on with management. This was an absolute waste of my time. I now spent thousands of dollars on a product and it doesn't even meet standards for what it should be when coming out for delivery. Customer service- you need to better educate your employees or do an overhaul on who you have there. West Elm- you need a better policy to cover leather items in general that should be done through the manufacturer, not at an additional cost. I have bought a lot of furniture in my home and this is by far one of the worst customer service experiences I've had. You just lost a customer for future furniture items.

I am writing to express my deep disappointment and frustration with the lack of professionalism, poor communication, and unsatisfactory customer service I have experienced regarding my recent orders placed at your Southlake location. Tressa Meacham specifically advised us to split our orders in order to schedule split deliveries and receive our furniture more quickly. Following her recommendation, we placed two orders within minutes of each other. At no point during this process were we informed that keeping the orders together would have qualified us for “concierge” status — information that would have significantly influenced our decision. Now, West Elm is refusing to honor the split delivery that was advised by your own associate, on the grounds that the orders were placed separately — even though this was done under direct guidance from your team. This is unacceptable and reflects a serious failure in internal communication and customer care. We made our purchasing decisions based on the information provided by your staff, and we are now being penalized for following that guidance. This situation is both disappointing and incredibly frustrating. I expect West Elm to take responsibility for the miscommunication and work to resolve this issue in a way that reflects the level of service your brand claims to uphold.

Worst experience!! Have been trying to replace my furniture that I got here. Sent a video of it via email that the customer service provided me. After contacting multiple times I did not get any response. I informed at the Southlake store and they said it is our responsibility to deal with customer service and they can’t do anything about it!!! My neighbor got furnitures from them which broke in two weeks. Not coming here anymore !!

Really nice store, did you know they are affiliated with Pottery Barn? The store is well lit, clean with friendly employees. I have been shopping West Elm online for awhile now but it's hard to make a decision on an expensive item without seeing it. West Elm is located in Park Village at 1709 and S Carroll Avenue on the Southwest corner with Michael's and restaurants like Gloria's and RA Sushi. They do offer designer services where they help you with your design choices. Stop by and take in the West Elm experience.

Junk. We strolled through after dinner and as a designer I would tell you to run from this store. We were not greated and in fact we were ignored as the young employees seemed more interested in their Tiktok conversation. We looked at the sofas in particular , and ever single one you could feel the frame in the arms through paper thin padding ! This is a sign of lousy quality. Sofas should be padded tightly, but with enough padding to properly cushion the frame. if you fell against any of their couches you'd break a bone or get a concussion ! terrible. and don't even get me started on the color palette.. which is white on cream on ivory on taupe.. with some dead moss greens. UGH. you can certainly tell it's owned by Pottery Barn.

Do NOT buy furniture from West Elm or Pottery Barn, I bought a sectional sofa from them that was assembled with the wrong hardware so it cannot be reassembled. It's been a month and a half and they still have not resolved the issue despite agreeing that it needs to be fixed. The sofa was one of their more expensive ones, and I bought the protection plan with it. DO NOT DO BUSINESS WITH ANY Of THEIR COMPANIES!

Hate to say this, but be very careful purchasing any sofas from Pottery Barn or West Elm. I purchasd one at a cost of over $5,000 and when movers had to disassemble it to move it, no one could reassemble it because it was assebled with the wrong hardware. I told their customer service this, as well as the store located 3 miles away, and they will not supply the new, proper hardware, or come out and assist with reassembly. (West Elm, Pottery Barn, Williams Sonoma)

Service at West Elm is nonexistent. There are no"managers", no "supervisors" no one we can speak to when we paid over 5K for a gorgeous sofa, but they delivered the incorrect legs. We are unable to get response from anyone of authority, only Paige at the store, saying there is no manager and she can only manager what is within her "4 walls". We have called time and time again, sent pics, emails, etc. Thus, we are returning the sofa and ottoman, as it isn't useable. We have much more furniture to buy...at a different store where customer service exists.

I was really excited when I saw that Southlake was going to be getting a West Elm where the old market something grocery store used to be. That location sat empty for years, and to finally have something there. of value was very exciting. However, that's where the excitement ended. I went one day, and I don't know if West Elm has just changed their products, or if the prices have just increased dramatically for average items but this small store was not impressive. I returned a second time after looking at the blankets/throws. This was New Year's Eve, and I I was greeted after about 15 minutes in the store. One of the sales ladies grabbed my shams to put them at the desk. However, when I went to the checkout to wait to checkout for my items there was a man in front of me who purchased lot of things. So it took some time for them to wrap them up. There were about three ladies working that day, but only one at the register. So one of the three ladies came up and took my items to check me out however, the register was closed, and this other lady who had just come in to buy pillow inserts, was taken to check out before me when I was at the desk with my items ready to check out and had waited in line. One lady then comes up and says thank you for your patience but I'm looking at her upset because it's not thank you for your patience. I was at the desk so the next open register that the man was previously at should have been me, and not a girl that came from behind me and then I'm relegated to staying there at the desk waiting for her to finish buying display pillow inserts for $40. So I want to make it clear that it wasn't that my purchase was insignificant and hers was this huge purchase that they had been working on in the store for hours. It was not that at all. My purchase was $270 but they made me wait off to the side of the lady to check me out. So they are closing the store down they finally get to me and they say, thank you for waiting and I'm like no. I actually am a little upset with that. I told the lady that I didn't appreciate that she just skipped over me and she said it was not intentional that they didn't know I was waiting. However, how could you not know I was waiting I was at the desk, handing my items over to the lady to ring up, and the other girl was not. It appeared that they knew her from either school or somewhere because they knew her name but irregardless of knowing her, I should've been taken next, and she should've had to wait if there was one register. So I'm not sure about the customer service here because when I told them that I was unhappy with that, I heard them whispering when I left. I really wish that I had just left the items there, but I really wanted the euro shams and throw blanket that I was getting. So I will not be shopping at the store again and I doubt that it will stay open very long because both times I've been in. there are very few people. Southlake stores like this do not stay open long with little traffic. The Z gallery closed among others because people shop outside of Southlake. Also, people come to places where they are helped and valued for their business. You are not going to come to a place where the people working there are rude and do not provide good service to customers.

Set delivery dates mean nothing. I've been waiting on my couch for 3 months. It should have arrived over a month ago and no updates.