For some reason I keep getting charged for products that I bought online. I have paid 4 times for one product that I haven’t even received yet. Spoke with staff, managers, their managers and they keep telling me I am wrong and that my credit card statement that I just paid off didn’t have full transactions. Good thing they are going out of business because I will never shop again

Too bad it’s closing. This place is so great and the staff is always wonderful.

Rude! Unorganized! Their design service is a big joke. Please don’t waste your time sending pics and room measurements. You will be disappointed. One star is too much! I am beyond frustrated!

Beware when ordering online! They charged me close to $100 in shipping cost. It wasnt until I got my emailed receipt that they showed me an anticipated delivery date of JUNE! 3 months. I called and asked if we could pick up from store to expedite and save the $100. I was basically told no, you cant have the shipping fees back, we cannot cancel, and you have to wait until June.

After 16 weeks of waiting for an overpriced couch here’s what West Elm delivered ☠️ Two completely different sectional styles/sizes, damaged, and the quality team nor customer service will get back with me about a resolution

Staff are rude not helpful. They dont seem care customers at all.

Beware of Shipping and Processing fees even if you pick up your items in the store! What retailer gets away with charging for shipping and processing when they dont have enough stock on hand? Also, there were two colors of leather bar stools in the store - we selected the lighter color. But when the staff member wrote up the order, the color indicated was for the darker one. We questioned the color and were assured it would come in the way we ordered it. But, of course it didnt. We got the darker ones. Were keeping them because the manager claims that the two samples are the same color way, the darker one had just been in the store longer and handled more. Time to get the old sample off the floor or get your stories straight, please.

I returned three light fixtures at the 7th st location and was told I was going to received the refund cards through mail. I waited and Never received the refund cards. When I called customer service they said they didn’t see a return on their end to go back to the store. I went back to the store and I was told someone was going to call me to resolve my issue. It’s been a year and I can’t still solve this issue. Stay away from this store !

Great service. Thank you Michael!

Purchased a stand will be returning really soon.

My wife and I fell in love with the Newport Sectional and could not find any sofas nearly as attractive, but all of the negative reviews online and on social media had us terrified. We actually reached out for help through the online design assistant service and were connected with Katy Bryant, who was extremely friendly and reassuring. Throughout this entire process (1 month) Katy was there for us, and patiently addressed our concerns. It felt nice having someone we could rely on and we put our faith in her, even after almost canceling the order, we reverted back to Katy, who never strayed from being personable, funny, and relatable. Now we have a gorgeous sectional in our living room and I trust her with all future purchases and design questions. Thanks Katy! Youre the bom dot com.

No customer service at all. After 30 mins in store and 5-10 mins waiting in front counter got nobody. Left the store without buying anything.

Great shop for furnishing and decorating your home. Also a great place for one of a kind gifts. In a fantastic location near restaurants and bars. Convenient parking and wonderful area for people watching. Store employees were very friendly and helpful.

Paige was amazing! Called in and asked if there was an item available and she held it for me. Such an easy process with no complaints. Keep up the good work!

Love this store. Staff are nice. The aesthetic is modern contemporary vibe. I would recommend this store for sure.

Hav a great experience. Really helpful folks. My wife is Chinese and was really impressed as well. Still trying to decide on a table they have there that in uniquely beautiful

Ive been to the store twice since it opened in Fort Worth. Everyone was extremely friendly during my visits. Patricia Baker, designer, is amazing! I brought pictures of my home and she helped me select accent pieces. My home looks great with the help of Patricia. Thank you, thank you!

I have been in the west elm Fort Worth location a few times. The store is so beautiful! I love to browse and dream! The staff has been extremely helpful ~ especially Patricia. She really gave me some fantastic ideas for decorating.

Extremely frustrated, once again with West Elm. I have been a fan on their furniture but will no longer be purchasing from them, there are plenty of other places that fulfill our families furniture and decor needs, that will provide better service. I ordered an end table 8 months ago and NEVER received it, it says that it is still in transit. I was foolish enough to order a chair and ottoman from them in February and still have not received those items. I just called and was given the ring around from customer service. They are telling me that someone is going to be calling me or sending an email, THREE weeks from now to schedule a delivery. I won’t hold my breath...

I like to shop local, really nice collection of different things to do

Very frustrating my first and last to use west elm it took 3 month to deliver order and when they deliver it they decided to change time customer service 0 there so many places to Purchase furniture from not wasting my time again

I am really impressed with the manager I have worked with and the design consultant. They have both been very helpful! Not every experience has been stellar but most of the staff I have worked with has gone above and beyond to help me find pieces I was looking for or to explain different products to me. I really appreciate the time those staff members took with me- getting great customer service is rare these days. Also I have found being fairly young in a furniture store can be a disadvantage because a lot of people can blow you off but I have never experienced that here which is why I keep returning.I would highly recommend bed linens/duvets from west elm, the mango wood pieces and the hot steel Messaro collection. I am impressed with the quality of these items I have purchased. The only item from west elm I have that has been a little disappointing is the basketweave blanket which sheds continuously. If it wasn’t so cozy I would have returned it- but I will deal with the shedding. Really like this location overall!

Store has a good location with validated free parking. All the employees we talked to were very friendly. The sales rep we ended up with was helpful and friendly, but turned a little high pressure at the end. For example, didnt know when the sale would end to pressure us into buying before we left. Another thing I didnt care for was the fact nothing we wanted was in stock, so we would have to order from the website. Our 4 items would of cost over $100 in shipping, and the wait was over a month. I came to a physical location to buy sooner than later, so that was disappointing. In a world with so much free or inexpensive shipping, that ended up being the reason we left empty handed.

I missed the first bus and I did not have to wait very long for another one to come along. Service was good and I was home before I knew it.

Lovely place and all the business within it.🥂

Been the most frustrating experience of my life. Returned a couch and the customer service staff has been unable/ unwilling to do what needs to be done to refund me. It’s been 2 months and they still can’t figure out how to refund my credit card. Just shows the lack of caring that they have for their customers. If we weren’t talking about a couple thousand dollars I would have given up along time ago. Wish I never would have shopped here and never will again or any of their affiliates.

Teresa was amazing her customer service was so on point she made my experience very pleasant koodles west elm shes a gem!!!!!

I ordered several thousand dollars in furniture for home delivery on Aug 15. I asked them to hold delivery until Sept 4, as that was the day after I moved into a new place. Without any call or email update, they did not deliver on the scheduled date. After calling and speaking with a half-asleep, couldn’t-care-less customer support person, I found out they were waiting for a part. I gave it another week, and then by checking the order status discovered on Sept 12 that everything was ready. So I called to schedule delivery. The earliest available wasn’t until Sept 20–more than 2 weeks after the original agreed upon delivery date. I gave them several weeks to get the order together (Aug 15-Sept 4), but they still dropped the ball. When I raised a complaint, again the customer service person didn’t care and offered no apology. I have purchased from West Elm online, as well, and it always takes several days for them to even ship. They are a horribly slow company who needs to catch up with the times. In the end, Amazon and Wayfair are far, far better about shipping. I will not order furniture from West Elm again. Anyone else, I’d have had the delivery weeks ago.

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. Do yourself a favor and shop elsewhere

Awesome store!!! Great service. Love it! Everyone was so friendly, and the products are amazing....

Not much selection

Horrible service, we encountered 3 different salespersons and all were VERY rude. We bought a set of plates and needed to get one down from the top shelf. 20 minutes later, waiting for one plate, a man comes with a gigantic ladder which wasnt necessary at all (a step ladder would have sufficed). The original salesperson who was helping us, attended to 3 or 4 other people before checking us out for two obvious reasons: 1)she wanted commission on bigger purchases and 2)she didnt want to wrap all of our plates. She attended other people, then I guess her shift was over, grabbed her purse, and walked out of the store without letting us know. We were finally helped 15 minutes later, and tired to express our frustration to the lady helping us, and she shrugged it off and laughed. The salesperson who rang us up, did it wrong the first time, had to do it all again for 16 items, and then put all our plates in a paper bag. After getting them all situated, she then decided it might be smarter to put them in a tote bag. A purchase that should have taken 10 minutes tops took us almost an hour. Havent ever experienced such incompetence.

Very nice decor. You got to pay to play though, and it isnt cheap.

Nice items. Not a huge variety.

Nice home and decor store

Furniture that you will love.

Great place to furniture

Great finds