I love this West Elm, my wife and I come here all of the time. They have really trendy items and the quality has been great! Keep an eye out for their clearance sections, they have some really great deals on final items sometimes!

Best customer service Ive received in the US. Great consultants, especially Paula who helped us out a lot with designing our living room. Thank you West Elm Pittsburgh.

We love West Elm and always have a great time shopping there. This time due to covid-19 they take your temp before entering which is fine but we literally had to yell inside to get one of the three peoples attention before entering. A lovely young lady greeted us and finally welcomed us in. Once in, we had a specific chair we wanted to see which the website said was in stock. No one knew where it was, the young salesperson asked the other two for assistance and it seemed to fall on deaf ears. This young lady was also trying to greet new customers with no help from the other two workers in the store. It was disturbing and unfortunate. Finally one of the other associates said the chair is probably in the back and basically told us we were out of luck and could not see it.We are very independent shoppers and usually can be self sufficient, this one time we needed a little help and were left empty. I wish I could say we just walked out but we did buy two items anyway with no help from your staff who was now more interested in talking to a friend and his dog. The first young lady was helpful but maybe can use a little more training and I say this in a positive way. Or at least more help from others. I will think twice before returning...and trust me, weve spent over $5000.00 in your store...

TL;DR: Ordered couch, never received it much past the due date. Terrible customer service.I ordered a couch. There was no update on it on the tracking service, so I called trying to get an update. I was told to wait until a month after the beginning of the original delivery window. I did this and called back, then was told there was no such policy and still no one knew where my couch was.One customer service rep said a shipping label had been created, then when I called again I was told that wasn’t true. At first they tried to say my piece was custom (it wasn’t) so they couldn’t refund me. After going back and forth, and getting very angry, I finally got a refund.Still couchless and will have to start over with another company, but from what I’ve read about the quality of their furniture maybe it was all for the best.

They have backordered the item I bought on line twice. They have done this before! Unacceptable!

Shop in store and not online. They pepper you with “sales” then when you buy the item shipping is months later. I’m talking buying an end table in September and estimated shipping is March. Then when your estimated shipping date passes and the item is still back ordered, the customer service rep just tells you to wait or cancel item. We just received an email that our item that we ordered 4 months ago is cancelled. They constantly are putting holds on the card you use which is annoying. Terrible terrible customer service.

Be very careful purchasing. There return policy is extremely limiting. If there is any discount applied, they will not allow returns for refund or credit.We went to the Pittsburgh location and wanted to purchase a product in a quantity of 12. They didnt have enough in stock, so we ordered online. We received the product and changed our minds and now cannot return because it was on sale.Additionally, the product dropped another 20% between the time the item shipped and when we purchased online and they will not price match their own price.Overall, we are done with West Elm. They have some nice products, but only being able to pay full retail on their high priced goods or not be able to return is not worth the risk.

Always have a great experience when I go there. The manager is great!

Love west elm! Was looking for an old discontinued item that we lost and were devastated about.. sure enough the associate found it in their system and it is being sent to us! Very happy customer!

Bought a dining room table in September, and the estimation window has come and gone 4 times and can’t be trusted evidently. Customer service tells me they have no clue when it’s actually coming and that to cancel I would have to get in contact with the holding facility myself, completely useless. I’ve had enough meals on the floor so here we are, posting a google review.

Ive bought a number of different items from West Elm and been impressed with their build quality. The real benefit however is this store. The staff are very attentive and willing to help you. It is a level of service you would expect only at a very high end establishment.

Elena was VERY helpful and patient with us. If youre in there ask for her.

As the prev posts mentioned the sales help is quick to judge the customer and then walks away with dissatisfied snarled look on her face. Liked the design of the furniture but the quality and durability didn’t seem much better than the build it yourself IKEA!!

I challenge you to be as bad as them in customer service! We order a table in December and it was delivered almost in July. In a different occasion, the lady in the store gives this comment: I am American, I do only inches... and refused to accept measurements in metric!! I kid you not. If you want a colorful reviews for your store, please hire their staff!

Our Midcentury Banquette was delivered on 12/22. I signed off on the delivery papers and after my husband and I sat down the buttons were hanging off the back because they were not properly secured. I called West Elm the same day to try to make an arrangement to have the banquette fixed. i was either endlessly put on hold or bounced around from person to person and eventually disconnected. I even had employees from the store I purchased the piece through trying to get through to customer service for me. After a month of not being able to have it fixed I called my credit card company and stopped payment on the banquette. With only 10 days left before the dispute closed West Elm finally called to arrange for the pieces to be fixed. I started calling in December and it took until April for my furniture to be fixed. I would not recommend purchasing from West Elm. Take a photo to your local furniture upholsterer and they should be able to make you something similar in style and of much higher quality! If you are having trouble with West Elm I recommend stopping payment on your item. That seems to be the only way to get their attention and hold them accountable for their lousy products.

This company sells furniture that looks nice but is cheaply manufactured. Customer service is poor. The only reason Im not giving them 1 star is because the local in store customer service is excellent. Everything else about this experience has been bad. We ordered a dining room table, 4 chairs and a couch. Everything has been late. The 4 chairs were all defective and we had to bring them back to the store. Weeks later the table was delivered with a big scratch on the top. Well need to wait a few more weeks for a replacement. If you want furniture that is manufactured well and backed up by the company that sells it shop elsewhere.

Furniture from West Elm looks nice, but is generally overpriced for the level of quality. Of a set of four chairs purchased less than a year ago, two have broken down (a poorly designed crossbar simply snapped off), and another arrived missing screws. Even for the better quality items, the companys poor logistics arent worth the hassle. Deliveries had to be rescheduled 6 times to get everything I ordered, since they were consistently attempting to change the delivery time with < 1 hour notice. Looking at their Twitter feed, I see that these experiences are not uncommon.Unless you are absolutely in love with a certain piece of theirs, I would certainly recommend shopping elsewhere.

Super helpful folks in this store! I ordered some curtain rods online and was having difficulty figuring out how to assemble them. Their online customer service kept telling me they must be defective and sending replacement rods which had the same problem -- so, their instructions for the rods are poor. However, I brought the rod into the store and their in-store installer, Matt, was able to figure it out and explain it to me. He and the other people working at this location were super friendly and helpful. Will be sure to deal with the store and not the online site in the future.

Nothing to buy here. Expensive and very poor quality. Shop elsewhere.

I love West Elm! I’ve gotten a few great pieces from here and they never disappoint.

Way too pricey. $$$ to $$$$$ Sales clerks were very disrespectful to me. It was the day of the clothing drive, so I brought some clothes to donate. So I had extra bags with me. They were eyeing me the entire time I was there.Beautiful store. Beautiful things. But not worth the prices. And definetly NOT handicap accessible.

I only 5 Star this Location because it is IDEAL FOR A 5 STAR LOUNGE & BISTRO. Literally looking from outside and how close it is to the hotel and gym, and the sheer size of that locations wide see through windows is a no brainer for prime Bistro location. Plenty of parking too for business traffic.

Too posh for the modern era. Sales staff actually looked up and saw us, decided we werent worth the effort and ignored our hail. We actually we standing near a sofa we wanted. Your loss.

A pretty unique store for household items. Slightly upscale but reasonably priced and there usually seems to be a sale.

I love WestElm but have to agree with many of the other reviewers. The quality of many of their pieces is sorely lacking for the price they demand. Unfortunately, I stick to rugs, accent pieces, pillows etc. from here after learning my lesson with an expensive, poorly designed chair. Buy quality pieces (elsewhere) that are investments and will last your lifetime and decorate with the fun stuff from the likes of WestElm.

I was there buying a gift off the registry for my friends wedding. For whatever reason, the receipts were printing blank, but I had requested a gift receipt, you know, because I was buying a gift that may need to be returned. The clerk tried to print it twice, gave up and attempted to convince me that I didnt want a receipt. She seemed to feel strongly that receipts were over rated. Eventually she called over a manager, who printed one for us.The positive was that the item was in stock and was relatively easy to find.The negatives: intrusive customer service - highlight was one of the reps responding to me asking my wife a question that started with honey;

We bought a sofa and a bed. I have to say that we went to buy, one week later, other furnitures but we decided not to buy more things. The customer services is very poor and they don’t do anything to satisfy the customer. I asked about different doubts and the woman who attended us said that she spoke with the general manager and all the answers were: Not is possible. In summary the customer services is Very Poor.

Love it

They have very nice stuff, but some of the prices feel a little high.

Customer service is awful, ordered a couch three months ago and no one can tell me where it is or when it will be delivered. Dont buy anything from these clowns.

Horrible customer service. Store management doesn’t follow through on remedying customer issues.

One star only because it was open. Found female abrasive, too inquisitive and presumptive actually followed behind... Thank you, but, no thank you.

Nice selection of home goods and accessories. Friendly staff.

Love this place! Parking can be challenging...

Beautiful furnishings with a modern eclectic air.

Love this place...

My wife loves this store.

My wife and I have bought a few lamps and other things here. It is not always our style, but when it is, it is perfect!

Terrible experience with a special order-order got lost was sitting in a warehouse and nobody called. I had to call many people to get order straightened out. Very disappointed.

They dont tell you that some items cant be returned until street they have run your credit card

Cool style with great staff

Absolutely gorgeous store.

Upscale, excellent home furnishings

Loved it!

Beautiful mid century style pieces!