west elm, Dallas TX

The staff is mostly all rude. I don’t understand why anybody would want to drop a ton of money at this store with such bad customer service. The store is filled with “Karen’s”

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

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

I had a very unpleasant communication with a representative of the store. I purchased my sofa through Affirm and there were some issues, in which the company appeared to request an amount higher that what was agreed on. When I contacted them did not provide any information about Affirm, could not clarify any of my concerns, and displayed a very rude and dismissive attitude toward how my credit could be damaged with these actions.

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.

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.

Hey West Elm,

Today was a sad day in my newly engaged life. My fiancé had made an appointment for her and I to start our registry for our wedding. I just have moved back from Australia and drove two hours to attend the appointment. Going out in the current state of the world with the virus and riots is already a Journey, but then we arrive to a locked door. We thought, no worries, we will just call the people we set the appointment with which the number was also located on the door. We called and to our surprise and sadness no one answered. We had another couple show up in obvious distress at the observation of our sad faces when we had to tell them no one was answering our calls. They then attempted to call. After a few hours of no calls or update from West Elm, we gave up on having our registry there. Not sure if they are completely out of business or just forgot about their appointments for the day. Either way, we are extremely saddened by today’s events.

I am more than happy to take this post down if this issue is resolved accordingly.

Best,
Jerick

For the one and only store in all of Dallas, with mounds of competition in this city, one would think they could offer some sort of customer service. Frankly stunned they are still in business. Thank good there are in fact so many pother place to shop at- not to mention anything anywhere on the Internet.

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.

Horrible. My wife and I weren’t even acknowledged as we waited for a long period of time. We made a 40 min drive when we had placed something on hold. To find out they had sold it. Beyond horrible service, we felt profiled. Doesn’t deserve a 1 star.

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.

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.

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

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!

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.

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.

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.

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.

Great place to be IGNORED, not helped and not even a hello. And no, it wasn't busy, so that is not an excuse. Doubt I would ever go here again.

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.