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November 2025 by Elissa J
Every time we have visited this location, the staff have been very helpful. Celine, a staff member, went above and beyond to help customers in front of us in line. When it was our turn, she searched the whole store to find what we were looking for. Very satisfied with West Elm products as well.
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October 2025 by Ken R.
We haven't purchased yet, but Daibe (so sorry if I'm spelling it incorrectly) was awesome! He gave us a full rundown on the best times to purchase, customizations (which I didn't know we're offered), post purchase holding since I'm moving, and more. After he introduce himself and gave us all the information we definitely needed, he left us to our shopping. We didn't feel badgered or ignored. It was the PERFECT customer service. Thanks so much! Can't wait to get my new living room set.
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October 2025 by Aparna Reddy
Highly recommend West Elm in Plano! Friendly and knowledgeable staff who go out of their way to help you find what you want in your home.
Eryn was so helpful- she was patient and immediately understood what I was looking for. She gave advice and suggestions when pieces were out of stock or didn’t fit. She made sure I was taken care of when she left on vacation.
Mary Beth was quick and knowledgeable. She spent quite some time with us, coming out to measure at our property and finished up on a busy Saturday to make sure and get everything right. She definitely knows her furniture pieces and doesn’t hesitate to tell you clearly what would work- which I found to be invaluable!
Penny the store manager was friendly and helpful with arranging delivery (along with Mary Beth), so we would get our pieces in a timely manner.
Eryn. Mary Beth, Penny, Maggie, and all the other associates at this store work seamlessly. You never feel like you are being handed off to someone else. They each help the other to make the customer happy. You can sense that as a customer which makes it a happy place to shop. Don’t miss visiting this store!
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August 2025 by Priyanka Paul
Disappointed with West Elm’s handling of a defective product and poor follow-up. What should have been a simple resolution took nearly two months, with miscommunication along the way. Integrity and trust matter — unfortunately, this experience fell short of the brand’s promise. Hoping leadership addresses the gap in service. #WestElm #CustomerService #WestElmSupport #WestElmLeadership #ServiceFeedback
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July 2025 by mr northville
I recently had a mix-up with an order, accidentally selecting a swivel model instead of the non-swivel one I needed. You’d expect a big-box store to brush you off and say it’s your own mistake, but not West Elm! Maggie from customer service was an absolute gem. She handled my situation with such kindness and efficiency, arranging for a seamless return and ensuring I received the correct item without any hassle. Her dedication to making it right turned a potential frustration into a delightful experience. This is exactly why I’ll keep coming back to West Elm—outstanding service like Maggie’s truly sets them apart! Thank you, Maggie, and thank you, West Elm!
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July 2025 by K D
Ridiculous store. I coughed once and a sales person leapt around the corner asking me if I needed help and what was wrong with me and recommending Ginger Tea. Then I dared to attempt to purchase 3 pillows , which they had a million of in multiple displays on the floor. and I had brought to the checkout area,only for the sales associate to mumble something about checking in the back and disappearing. Another woman was standing there and I asked what the issue was. She , rather shortly, informed me that they couldn’t sell merchandise off the floor if they didn’t have stock to replace it as corporate was taking pictures this week. I said that was crazy and why are they even open if they can’t sell merchandise. She said “ you can order this on line. I can’t sell it to you today.” Wow . Great customer service. No wonder no one shops in person anymore.
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May 2025 by Zenab Pirbhai
I can't say enough positive things about the West Elm store located at Windsor Legacy Drive.
The staff was incredibly friendly and approachable, readily available to answer my questions and provide assistance. They made me feel welcomed and valued as a customer.
I want to recognize the store manager Penny. She was very understanding, and helpful and gave excellent customer service. I will visit the store again.
The West Elm is my go-to store for all my house furniture, bedding, decor, etc and I highly recommend it to others.
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March 2025 by Robert Bennett-Benge
The customer service at this location is top notch - Mary Beth in particular is awesome. I will absolutely give them my business again in the future.
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January 2025 by John Dillinger
Attention buyers. If you need to buy piece of furniture avoid this place.
Their customer service is ridiculous, 0 starts, we bought sectional and our cushions got damaged 2 months after and they won’t accept warranty due to fact that we need to “maintain” cushions. Who in the world pays $4000 for sectional that will get damaged after 2 months from just sitting on it.
Bad quality. Definitely not walking in this store again.
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December 2024 by Parag Tembulkar
The worst Logistics & Shipping team ever. Been waiting for an Office Chair that I ordered three and a half months ago. (August end, it's mid December now.) Countless follow up calls and emails later, there is still no update as to when I will get it. Just terrible service and bad form. You're better off buying stuff from C&B, RH, or even Bob's Furniture, to be honest. At least you will get what you ordered without the long, endless wait.
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December 2024 by SueFox
I visited West Elm in Plano many months ago, but the service I received from Marybeth Holland was simply awesome. The store is amazing and the attention to detail and support she gave me while I was making decisions on fabrics, colors and furniture was fantastic. I felt like I had my own personal designer right there with me. Grateful to the store and grateful to Marybeth for her amazing support.
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October 2024 by Moe G
The customer service at this store is abismal. The person helping me today was not helpful at all, scrolled through the options, told me to “visualize” what something looked like. Was extremely sarcastic and rude. I was ready to buy a 3k bed frame but the interaction just made me never want to come back.
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September 2024 by Srinivas Chada
I hope I could give negative rating to this store. I bought 3 items on July 2nd from this store for more than 7K and at the time of the purchase I was told that these will be delivered on different dates. But when I check the status now two of them are at the delivery center and they are waiting for the third. I called them and now I am being told that all items in the order need to be ready for the delivery to be complete. God knows when the third item will be ready and since it is a custom order they say it doesn't qualify for return. Irony is that they cannot even give a correct date when the third item will be at delivery center. That status shows shipped for more than a week. Absolutely atrocious service in store and on phone. No idea what made me go to this store but I advise every one of you to never buy anything from them.
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August 2024 by Aisha Ambrose
I order the silky Tencel sheet set on August 20 from the Plano location. Two days later I put the sheet on my bed and I noticed the threading from both pillow cases & flat sheet begin to unravel. I am highly upset with my purchase considering I paid $149.00 for the Tencel sheets. Walmart sells better quality sheets than West Elm. I will not be buying any more of their products.
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June 2024 by tian zo
We bought a dining room table in February with expected date in June. This date kept on getting pushed back to October, at which point we decided to cancel as we are moving. However, after my husband has been on the phone for close to an hour, the associate tells us this simply cannot be done as the marble top and base have been shipped out separately, and we can’t return it until we’ve received it.
I feel this is absolutely preposterous and woman who attempted to help us agreed. I’m not sure what will come of this, but please everyone beware!
