west elm Outlet — Local services in Allen

Absolutely terrible customer service from the employees in store. I’ve gone to this outlet multiple times and have made rather large purchases and my last purchase is just that (my last purchase!). I asked for help because I needed a curtain rod. A woman simply pointed in the corner of the store saying “they’re over there”. When I went to look, they were completely boxed up, sealed with tape, no indication of what they were or if they were damaged or anything. We’ve never bought anything damaged from this store so I would not have thought these would be damaged.

When I got home and opened the box, I was missed multiple parts. Called the store to ask about it, the first employee was extremely rude and unprofessional telling me that I should’ve known to open the taped up box (and multiple boxes inside it) to make sure I wasn’t missing anything. She claimed the entire store was damaged or returned product which A. No it’s not and B. There’s no indication of that in store. Online sells these with the parts included but she’s now telling me they come separate.

I asked for the manager. The manager then comes on, does not apologize or express any kind of regret for how her employee just treated us over the phone. She then tries to pass blame to me saying I should’ve known to open the product. She gives me multiple conflicting resolutions. The first saying I can come in and exchange it. When I tell her I’m going to do that, she says that it has to qualify for the exchange (doesn’t explain further) basically trying to tell me that I probably won’t get anything resolved.

The employees here are unhelpful, unknowledgeable, rude, blameless, worst customer support ever.

I am currently working with corporate for a solution and have filed a formal complain for...

You can find some really great deals here but beware that they start extra discounts at random times in the day and even if you rang up only 7 minutes before they decided to start the sale, they won't honor it. I just had to find out the hard way when our receipt says 12:53 and they only honored the deal for receipts that had 1 PM or later. So random too since they opened at noon... so I guess anyone shopping that first hour are just out of luck. I really wish West Elm did a better job with the customer shopping experience and didn't start sales in the middle of business hours to make it fair for everyone coming to shop in the same day.

I also think it would be super helpful if they posted their current inventory on IG stories like the San Marcos location does... because we have taken the trip to Allen so many times to find out they still didn't have hardly anything in due to no new trucks.

But besides those frustrating aspects, it is nice being able to find things close to new for a much more reasonable price point. Glad they finally brought one to Dallas so we didn't have to get FOMO from the one in Austin. Most of the employees here are super helpful and friendly which is also a plus.

Side note: if you are taking your items home, don't let the warehouse guys put stuff in your car. One guy was a little all over the place and scratched the paint on our car pretty bad... so to avoid that we will just be sure to be the ones handling...

I disagree with the pricing comments here. The only items I saw listed above retail were for things that were on sale online. The outlet pricing was 30-50% below that which is still good.

The manager of the store was very professional and nice.

I will say they need to hire better people to move their furniture after it’s purchased by a customer. I bought a leaf style coffee table where the top hinges open. It was loaded in a ridiculous way by a young kid who clearly has no experience moving furniture. They had no idea how to load it in my truck and significantly damaged the piece while trying to load it. Eventually I just told them to stop and loaded it myself.

Overall I’m really glad this store is here and the manager showed great customer service to resolve the issue.

I’ll go back for sure, but if the same loaders are there they certainly won’t be touching any...