Into The West Western Furniture — Local services in Fort Worth

I would give them ZERO stars if I could. We went to their “final sale closing the store” sale. We purchased a formal dining table and did a CUSTOM order. They took our order, specifics and our money. We were told 12 weeks. Our first table arrived, not to our specifications and scratched. We asked for full length planks, 7.5’ with double coat poly on top. We got mix matched planks with scratches on top. We were told they would rebuild us a table to meet our requests, and gave us a discount because of our troubles. Over 12 weeks later, they rebuilt the table; however, this time, the table had a live edge crack lengthwise down the entire table on the edge. Plates wouldn’t sit flat, it was jagged and would catch anything placed on top, including any crumbs on the table. We were not satisfied. They offered to fix it. I didn’t even let it off the truck. They said they would rebuild the table yet again. Meanwhile, the table they left with us (the first one), the turquoise inlays began popping out and cracking because the cedar used in Mexico wasn’t cured correctly. The entire thing is falling apart. We are now July until February into trying to get what we paid for and still haven’t. I have called repeatedly and finally got someone, and the owner sent me a picture saying our rebuilt table was done. It was the table with the giant crack lengthwise that had been sanded and refinished. The owner called me stating she was giving me three choices: take the table we have and let them sand and fix the scratches (doesn’t eliminate the fact that the wood wasn’t cured correctly and we will have issues for years to come), take the table with the crack down the entire side, or get a full refund and return their table. We chose the refund. This place is a disaster. They never fully made the table we paid thousands of dollars for, we had to fight to get what we wanted and at that, they never gave us quality craftsmanship. This is thrown together cheap furniture they are selling at a hugely marked up price and the customer service is lacking when mistakes are made. I had to call them multiple times to remind them we still hadn’t gotten our table. Do yourself a favor,...

I had waited two years to get to go furniture shopping in Forth Worth. I needed the big green light from my husband to go. I was so excited but also really didn’t know colors or leather/fabric to even get couches and chairs ordered. I went to a couple stores and was not inspired by what I was seeing on the floor or by the people working there. I was getting the feeling Fort Worth was not going to have any stores that felt right. And then…I walked into In To The West and was greeted by Kelly and Natalie and ask if they could help me with anything and if I would like a water or a beer or wine, after the last two stores a beer sounded perfect. I told them the rooms I was looking to buy for and we got down to business. First was the couches and chairs and once I decided on leathers I just knew I wasn’t going to be going to another furniture store. The showroom is so full of beautiful and unique furniture. I had the absolute best time. I bought a good bit off the floor and put orders in and then came back the next day and bought some more. I don’t think they thought I would get all the pieces I wanted to take with me in my car but I surprised them. They were all such a pleasure to work with Natalie, Kelly and the whole family. Natalie was great on checking availabilities and get dates orders would ship. She set up delivery for the large pieces to be delivered. I got it delivered less than a week after I bought it. Hector and his guy were so professional and very polite and friendly. They worked hard and assembled whatever needed assembly and cleaned up after themselves. They were great. Now the hard part of waiting for orders to come in. I will tell everyone that I know how cool In To The West is. One stop and I got everything I ever wanted to decorate my house. With the best customer service. How can you beat that. Thanks for the amazing experience. I will be back...

What a disappointment! We have spent tens of thousands of dollars at this store between furniture for our home and office. Everything was ok until this last visit. We asked them to make us 2 chairs to match the 4 we ordered for our conference room previously. Once they arrived, the chairs did not match. I’m not talking fabric. I mean the arm style, the pattern, everything. Even after I sent them a picture of the chairs they needed to match. On top of that, the chairs did not sit level. They had a lean to them. These are defective chairs that didnt match and Into The West will not do the right thing.

After fighting with them to take the defective chairs back, they finally agreed to give me refund ONLY IF they charge a 25% restocking fee. I believe this is completely unacceptable, as the chairs were not correct AT ALL!

I expected better after all the money we have spent in this store. Given this situation, I will caution anyone who asks to stay far away from this business.

Buyer beware! What a sad state of mind to have as a business to deliver defective product and think it is ok to charge me for their...