West Express — Local services in Calhoun

I bought a pair of boots from this store on 9/28 while I was in town for a wedding(I live about 12 hours from this store). Just under 30 days later, after wearing them less than 10 times, I noticed the leather on one of the boots was cracking. I called the store and they seemed like they were going to be helpful. I was told they would speak to the owner and their Durango rep to get it sorted out. I sent them a picture and the person on the phone agreed that they also saw the damage and they would call me back. Over one week later I had to call them back asking for an update. I was told they hadn't even spoken to the Durango rep yet and they would call me back. I get a call back about 30 minutes later(Which tells me they forgot because the Durango rep didn't seem to be that hard to get a hold of). They tell me that I need to ship the boots back(at my own expense) and the Durango rep would have to verify that they were defective(after already being told that they agreed about the damage). I was then told that if they decided that the boots were not defective that I would be out a pair of boots. I asked for clarification and was told they would not ship the boots back to me and I would have to cover any return shipping as well. I was told if I wanted any more help I could contact Durango directly. So I did exactly that. Within 5 minutes they agreed to replace the boots and sent me a prepaid fedex label to ship them back. Let me be clear, I am not upset with Durango. Their customer service was great 5/5 would recommend. West Express however, was less than helpful and nothing short of rude. I would never buy another pair of boots from west express again. They sell dry rotted boots and refuse...

Great prices! Especially on good quality hats and they shape them for no additional charge! Bought a new hat on 1/6/2020 the clerk asked me if I'd like to have the hat reshaped which suprised me even more so to find out it was free and the gentleman who actually did the work was able to do it same day despite having a busy schedule that day it was ready within a few hours. A+++ customer I dont rate many places highly but the employee's of this establishment definitely understand the importance of good quality customer service and strive to make sure your experience is a positive one! Can't wait to shop here again just due in part to great service and professionalism. If you are in the market for western wear or rodeo gear maybe just a nice pair of boots this is the one stop shop don't even think about going outside Rome for all your western needs! The new location looks amazing as well huge improvement on location and aesthetics from the...

I suppose the customer service is great as long as things run smoothly and you get what you want, however if that's not the case, prepare to be frustrated, disappointed, and left hanging. We ordered a pair of boots my husband needed for work, and was told twice that they are in stock. That was over six weeks ago. I have been trying to get in contact with the owner/manager of the place, and it's been near impossible. I was told two days in a row that he'd be in the next day. I call, and he's never there. So then they took my number and said he'd call me. No phone call as of yet. I just spoke to the lady at the front desk again and asked her to please call him now, and ask him to call me back. Still waiting, but the day isn't over yet so we'll see. I do not have my hopes up and I'm incredibly discouraged as my husband's employer expected him to have them as part of his uniform...