Wild West Mercantile, Mesa AZ

Been a long time online customer of Wild West Mercantile. Recently moved to AZ and was looking forward to actually going to the brick and mortar location. Decided to make the 1.5 hr run after receiving a discount code. Could have used it online but wanted to actually see the store. Was excited to get there. But that ended with the encounter with the person behind the first counter. My wife asked to use the restroom. She replied with “we don’t have public restrooms” already sounding irritated that we even asked. My wife very nicely said we’d been on the road awhile. Actually she said where we came from. The response was “It’s posted and you can use the one at the Dollar General”. It’s not the fact that public restrooms were not available it was the entire encounter with the employee, dismissive and sounding irritated from the get go. Had we not made the drive I probably would have left. Well the lingering to see what we can spend money on turned into getting what we absolutely needed (Gifts) and getting out. Your employees' interaction with customers not only cost you a much bigger sale because there were items I would have liked to get. But now you lost a long time customer. There are other vendors I’ve dealt with that are truly customer oriented. I’m truly sorry SASS has chosen to partner with you as your employee does not in any way personify what SASS stands for. The Cowboy Way. Of course I’ve come to find out by reading complaints with the BBB and other reviews it appears this is Wild West Mercantile’s standard operating procedure. Customer service and interaction is not stellar.
However, the employee at the middle counter was nice.

I ordered a pair of their cowboy trousers for an event and the day they arrived they looked great so I put some suspenders on them, put the pants on, and was wearing them around the house to break them in. I sat down and when I stood up both rear suspender buttons ripped out of the fabric leaving big holes in the material.
I emailed the company that same day and I still haven't received a response a week later.
So obviously that's very frustrating but I decided to try the pants on again and the front top fly button ripped through the fabric as well.
I emailed the company again and still no response.
I've ordered clothing from WWM and they were great and held up very well but I guess their quality as drastically gone downhill and apparently there is no customer service.
So now I'm stuck with a pair of pants with no buttons because they keep tearing through the fabric.
I would recommend shopping somewhere else if this is how they treat customers.

In over 20 years of visiting and purchasing items from Wild West Mercantile it has all been superb quality, along with excellent service. I'm lucky to have them local to me.

Ordered on a Thursday payed extra shipping to get it quicker. Still took a week for them to ship so didn't get order in time for event. If you pay more for faster shipping you would think they would get it shipped out quicker than a week later.

I've never actually visited the store. I live a couple of states away. But every order I placed got Field. I have no complaints.

I love this place. Went here alot when I was in high school in 2004 and the jewelry and clothes selection is amazing for true western fans. They have everything you need to dress up for that time period. Last time the even had the boots with buttons

I received a gift and they paid cash and gave me the receipt just in case the item didn't work. When I went to return it I was told that I needed to find something to replace it and I said I was not able to do that at the moment and they said that I was basically SOL. I bought a shirt that was too small but they refused to give me store credit so I had to purchase something. Staff was not knowledgeable and kept saying that they just had a new computer system installed so that is where the problem arose. Judging by the look and smell of this place nothing is new there. Very overpriced for items that look like they came from a cheap overseas company. I will stick with purchasing at Boot Barn where they carry a much higher quality. They also had a discount that they refused to give me because I was returning an item and purchasing another one. I would not have had to do this had they actually given me a credit like I asked.