Great furniture selections. Great quality

No customer service. I just bought a home and saw some cute furniture and also needed a office chair and dining room table. No one spoke or even looked our way. Spent 10 min there and not one helped us so I left wont be back again. I saw they helped the fair skinned guests but not anyone of color

Excellent experience with Natalie! She helped us with picking out our furniture and I highly recommend asking for her if you are there at the Plano store. High quality furniture and couldnt be happier!

Love their store I just wish they had more outdoor furniture to look at in person during the spring summer months. The quality / customer service is excellent as well

Truly superb customer service - not overbearing, respecting customers personal space yet enthusiastically offering advice upon request. There were some bargains that we availed.

No customer service! There were at least 5 salespeople and not one asked can I help you? I even asked a question and the salesperson couldn’t really answer it. They lost my sale and others that were considering going to the Legacy West location.

This review is only for this store location.West Elm online shopping and customer service is fantastic. However, i returned an item at this store that was purchase online. The refund was never processed even after 4 weeks. Unfortunately I didn’t bother to save the receipt . Upon calling the store they didn’t seem helpful at all, just said they don’t see it in the system and thats it.But West Elm online customer service resolved it promptly. I will have to be very careful dealing with this particular store location.

Horrible experience! If you go to a low-end furniture store you will get better service! I was there today for more than 30 minutes to buy a bed and a dresser. No sale person was available. I approached the from desk to ask some questions two times, and every time they told me I need to wait. At one point, I tried to ask my question from a sale person who was walking around. She was pretty much rude in her tone and told me if I have a question, I need to wait for some sale person to become free. I am glad that this bad costumer service made me stay in their shop for 30 minutes and look closely to the quality of their products, specially their sofa and their chairs. Now I know why everyone compare the quality of their products to IKEA, but 3 times more expensive! I left, and will not go back there again!

You can find some many nice things here, the store is full of inspirations !!!

A nice assortment of items for your home

Horrible customer service, the manager black lady with glass I dont know her name its been few times Im trying to talk to her but she always ignores. nobody helping you out there. Just poor poor customer service

For the first time ever i had great customer service at this location due to a sweetheart named Allie, outstanding job!!!

I’d recommend going elsewhere - poor customer service and overall experience the last 3 times I’ve been.

DO NOT BUY OUTDOOR FURNITURE! 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 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!!!!!!

A furniture must stop and dreamily look at the mid century modern offerings with ethnically resourced wood. Go see Morghan, shes a super star sales associate.

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 elsewhere.

Pretty small shop but friendly staffs help you finding whatever you like

Nice furniture but we couldnt find what were looking for

Ive been to this location a couple of times in the last few weeks to scout out some furniture for our new house. Literally no one ever acknowledged my presence or asked if I needed help. I was walking around for probably 30 minutes or longer. One salesperson stopped, looked at me, said nothing, and immediately asked another couple a few feet away if she could help them. I look very young and was by myself so I guess they assumed I didnt have any money to spend? Well, I definitely wont be spending my money here! plus, Im not sure I trust the quality anyway.

If you go to West elm, just ask for Morgan, she spent more than 2 hours helping my wife, and I set up an order. We had a few issues with our return. She helped us as well. Besides, she asked if we have any problem coming back to her, she will help further. I don’t usually post reviews, but this time I needed. Thank you, West Elm legacy, Thank you, Morgan!!!!

This one specific store is terrible, along with the shipping manager. Delivery trucks part right in front of a residential address and refuse to move. Driver drove right at me while with two dogs.

We spoke to an employee here today. She was incredibly rude and when we decided to not purchase an item she implied we had wasted her time. We will not be shopping at West Elm again.

Not many options too $$$$

Great home furnishings!

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 and the customer service. However, that changed today.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. I looked around, needed assistance, and could not get help from anyone. 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 to us.

We had a great experience with customer service here on Saturday. It was a little busy but we were immediately greeted and helped with our return, even though there was a line at checkout for other guests who were making purchases. We were helped quickly and with amazing service!

I cannot express how AWFUL this company is. Furniture was purchased in July and was supposed to be delivered in September. Then pushed to October. Then pushed a couple weeks out more. When the delivery service arrived, they did not have the correct supplies to install the furniture. We have been inconvenienced long enough! No compensation given. Terrible customer service. Will NEVER be using this company ever again. The saving grace with the two delivery man named Juan and David. They went out of their way to Home Depot to try to rectify the situation. The scheduling company it’s self was a nightmare

If I could rate my West Elm experience lower, I would. Dont purchase a couch from West Elm unless youd like to be met with incredibly unhelpful customer service and a run-around on shipping.We ordered a couch from this location (and struggled to get customer service even at the physical location as another reviewer did). We then waited 8 weeks to hear anything back.I called customer service to get an update and it took them a long time to even find my order information. When I finally talked to shipping and delivery on the phone, days before it said it was going to arrive, they said I had to wait longer and someone would reach out to me.Then of course, no one did. I called again, talked to 4 people, got hung up on several times and finally got the information that no, it could not be delivered in the window listed and promised because the truck was full. Now we have family arriving in a few days sans anywhere to sit and West Elm is unwilling to do what it takes to resolve the problem. Oh yeah, I cant even return the couch. We even came into the store to ask for assistance and was again met with a no.Take your money elsewhere (like Interior Define) where youll actually get treated like a valued customer. Im making sure to tell everyone I know to not go to West Elm and will never purchase anything else from this store or this company.

I orderd in November 2019 a bed room set I was told they will be delivered in 3 shipmentsand everything will be delivered by the end of February 2020 first my West Elm credit card was charged without items being delivered and when I inquired about the charges they responded the dresser and night stands are in stock and we charge only for those items but we deliver them when all items are in. Going back and forth with them finally they dellivered those in stuck items. Meanwhile i was charged with interest and penalty. for bed they changed the delivery date from end of February to June 2020 and now to mid August 2020 meanwhile we are sleeping on the floor. Their final response to me was we are missing the sides of the bed and dont know when we are going to get it Stay away from them if you expect custmer service

Update on reopen-We visited the plano store on May 22, 2020, just to be told they ONLY accepted customers by appointment and the whole weekend is already booked, even though their website shows that you can come by and wait if the occupancy is full. I dont understand that with customers constantly coming out of the store, why not let others go in to shop, during which time the occupancy ratio wont change at all. The staff who answered the phone seemed to be very entitled and dont really care if you shop with them or not. Besides, there is no staff there to attend the front door or explain the situation to customers, so the people after me who did make appointment still wasnt able to go in. Come on, there are so many other options to shop home decors. No need to stick with this store.

Convenient location. They make returns super easy by allowing pick up and drop off at the store.

Im elated that West Elm has opened a location at Legacy West, which is much closer to me than the Mockingbird Station one. We snuck in about twenty minutes before closing to wander around and see how it compares to the experience weve come to expect. This store is absolutely breathtaking. Gorgeous layout and presentation of every last corner.

Very bad costumer service, rude, they getting to greedy as well not like before. Very bad experience lately and recently.

I wish giving zero stars was an option. Drove here for some items that were “placed on hold” for me that weren’t available when I arrived and was told I can order for an October delivery. Proceeded to buy a blanket for which I was charged more than the price on the sticker because of “price increases” that weren’t reflected on the tag yet. Waited > 30 min to get in to begin with and then another 30 min in line while two people at the register took their time taking care of the one customer in front of me with a total of 3 items.

They hanged up my phone within 5 seconds. Rude.

If I could give it no stars I would - This company is completely irresponsible for too many reasons to list but the one thing that stands out the most is how the DO NOT HONOR their rewards program AT ALL - I sadly spent well over 5k on furniture that let’s be honest is not quality but basically laminate furniture- I was dazzled by the style and overlooked the quality which is bad on me. But to earn 875$ in rewards and them not honor it is irresponsible. We will NEVER step into another west elm again- no matter how pretty the window set up is. NEVER!

AWESOME customer service! I had a defective product that I was super disappointed about and Angie, the manager, took great care of me when I returned it. Great products and great customer service!

Visited this location. We were helped by Aaron, a gentleman who goes well above and beyond to help. Offers alternatives, check and researches stock, confirms (by running to the warehouse) that they actually have it, and even retrieved furniture from warehouse just to show us.Needless to say, we succeeded in getting the right furniture, and he even loaded it all up with his co-workers.All this with a nice we can help attitude, he deserves that sixth star!Thanks Aaron!

Service were helpful and asked if we had questions

Great furniture and even better staff... only issue is everything is always on backorder, at least the things we like. This could still be considered a positive in terms of how much people like.

Bought bedding and pillow covers on JUNE 10th... tracking said it wouldnt be delivered until around JULY 22nd... OK. Now I checked the tracking and it says it wont be here until SEPTEMBER 2!!! They already charged my card and got their money but I wont get my order for another 6 weeks.... SO RIDICULOUS. They say they cant cancel my order because it is too far in the process... so Im sure on Sept 2 I will see another update saying it is delayed another 2 months.

We had a bad experience with a very rude sales assistant called Morghan at the Plano store. She was very rude, argumentative and standoffish. Perhaps she could do with some customer service training.

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 (see 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. They would not budge when it came to honoring this deceitful ad.

Was looking to buy furniture for our entire house but with so many negative reviews and not a so fire store manager comment, it was extremely easy to make a decision.

Aaron gave us an outstandimg customer service .Beautiful store, great lighting, very helpful and attentive sales staff.Our short visit really made our day and completed the accessories in one of our bedrooms.

I liked the products thoughtout the store but didnt care for the non-West Elm solicitors inside the store without notice. I thought it was a West Elm evolute asking me how I was.

Great customer service according to my awesome girlfriend who got me some killer outdoor furniture for my birthday.

You would end-up paying more for shipping than product most of times. and in-store pickup is a big joke.. any items you select would not be available even after selecting 200miles.. :)

Love this place! affordable and cute ideas!

First time buyer at West elm. Staff was great..collection and quality is excellent...

Better than the West Elm in Dallas Mockingbird.

Customer service and the overall return process is extremely difficult and frustrating.

High End decoration for your home.

Not a lot of inventory in store, but good selection nonetheless.

I really like this place

Rude peoples!

Nice furniture, little on the expensive side.

Imagine what your Grandparents furniture looked like when it was new in 1950...

Lovely friendly staff

Lovely choices!

Good selection