Service at this store is good-review is for corporate customer care but there is no place to review overall experience. I ordered the Harris Left Arm Bumper Chaise Sleeper Sofa 112" and the chaise was damaged before delivery. And upon delivery of the sleeper and inspection, the delivery team pointed out that sleeper mattress was stained. That was on January 27. I was told I'd get a new mattress delivered, no action needed on my end. So I waited on that and I was told I would be credited for the damaged left-arm bumper chaise in Golden Oak Performance Velvet on Sat Feb 1. The customer service rep told me I would see an email with the credit between 2-24 hours. When nothing came into my inbox, I called again on Sunday Feb 2 and was told it would take 48 hours from the time it was initiated, which would be end of day Monday. Again, nothing in my inbox Monday so I called Tuesday Feb 4 and was told I needed to talk to someone named Yvette. I was transferred to her, left a voice message, and now it's been another 24 hours with no response. I'm just trying to get merchandise credit so I can order a new piece of furniture from West Elm and continue my relationship as a long-time shopper with the PB/WS/WE franchise. This refund/return process has been unclear and my money ($1599 + tax + delivery fees) is hanging in the balance. I haven't received any communication regarding the issue unless I reach out to West Elm and even then, when I'm told I will receive a follow up email or call, it doesn't come. I do get plenty of marketing emails and I received all my receipts and delivery confirmations, however, so I know it's not an issue of an incorrect email address. I love West Elm and Pottery Barn, and while the initial ordering and delivery process was an easy and positive experience, there's been so little transparency and urgency regarding next steps and making this right that I'm second guessing any future purchases with this organization. Additionally, when I mentioned during my chats with customer service that my sleeper chaise was delivered with a stained mattress, there was no record of this and I was asked to submit photos as proof. I did that and am waiting to hear next steps as it's the 3rd business day and the instructions stated that I would receive a response in 1-2 days. I did not even receive a confirmation of photo submission. Something is broken within the post-sales and post-delivery customer experience and needs an overhaul. As a customer, I need clear expectations and follow up communication via phone/email/text. Everyone I have spoken to when I call in has been pleasant and given me the impression that this is moving along and I am being taken care of, but then radio silence and no clarity. And final note, I purchased a $200 wall-mount light fixture and it arrived too damaged to assemble. What is going on?! Return process for that was simple and done online, but still, the quality control is non-existent. I will not purchase from West Elm again unless it's an item in stock at the store. read more

First visit to the brick and mortar store. Definitely my kinda place. For this visit i just did a look-and-see. So much that i loved from a particular boucle sectional sofa right from the get-go to chairs to dining tables to pillows, lamps, and vases. Colors, textures all eye appealing. read more

Horrible customer service. Ordered several pieces and scheduled "white glove delivery" only for delivery men to arrive and state they were unable to carry our furniture up. Why offer this service if you cannot successfully provide it? When I called, no special arrangements were made for our delivery to be prompt- 1.5 weeks to have second delivery attempt made. read more

And now the thrilling conclusion. Two and a half weeks after the replacement parts showed up we finally got a Williams Sonoma delivery crew to come put the couch together. They got it done quickly and were amazed at the story. It looks great. So we contacted the customer service representative we have been dealing with to discuss reimbursement. Back in May she told us that once everything was finished we would discuss the refund amount, but they based on the end of June estimated completion date she would offer 40%. Except now - with it actually resolved the first week of August - she offered 20%. Clearly forgetting she put the 40% offer in writing. Incredibly insulting. You jerk us around for four months and then try to low-ball us when the service ended up being even worse as time went on. We pointed the original estimate out to them and were forwarded to a supervisor who issued a 75% refund. So that's the lifehack here folks. Buy the couch first week of February, get it delivered the first week of April but not assembled because they forgot to include the hardware, have it sit until the first week of August when they finally fix it, save $1800. It's as simple as that! Sectional looks great though. read more

west elm - Furniture Stores Near Me - Pittsburgh, Pennsylvania

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My experience has been horrible with them. We made a large order with them to furnish an entire new house. They have completely screwed up my large order over and over again. We have spent hours on the phone with them and are told a different thing every time. We don't get call backs. Too many problems to list them all but here are a few: 1. They shipped some of my furniture to a random stranger who had an address not remotely like ours. Our name was on the package and he was nice enough to look us up and call us. It took at least 6 long calls to West Elm to get them to finally go and pick it back up from the stranger. They were supposed to then get the furniture (nightstands) to us at the right address but never did. Now they say they hope to get it to us by March of 2022. 2. Of the furniture we have received, the largest item (a kitchen table) has a large crack in it. After an hour on the phone about this with them nothing got resolved. We were supposed to get a call back and never did. This is just a few of the problems. For how expensive their furniture is (over-priced for the quality I have learned), I am shocked at how bad their customer service is. DON"T USE THEM!!! read more

DO NOT BUY FROM HERE. If this company were not a national brand... I would probably say that this company/store is a scam. Irresponsible. Consistently overpromising and underdelivering. Save yourself money and a whole lot of frustration and time and go somewhere else. I placed an order in September... thinking it would be safe to arrive as a Christmas Gift... guess again. My initial order was delayed from a two week delievery window until a 2 month delivery window in March 21. After several hours of phone calls to various folks, some of which were kind, others quite rude, I finally got someone who was 'able to help me.' They explained my item was on backorder and that they could not do anything about it. I explained that this was to be a Christmas gift and that I would be happy to pick a different item that fit my criteria that they had in stock. I spent time on the phone with the person going through options that were in stock and could be delivered to me without a back order situation. They must have lied, because two hours after placing my order... the status was changed to back ordered. The estimated delivery date has shift twice more, and now is more than a month after the initial expected delivery date. Customer service tells me they can't help me, nor can they get any more information. Three weeks ago I asked to speak to a customer service manager, I was told they were in a conference call and would call me back. I am still waiting... long conference call I suppose. The business model of this company must be to earn interest on money of customers until they get so fed up with them to cancel their order and demand a refund. read more

The folks here are amazing! We purchased the floor model bed and they were able to hold it for us for a few weeks while we got ready to move. The time came for them to deliver it, but the logistics company continually flaked on us. In order to make sure that we got our bed, the amazing people working at this location WALKED THE BED ACROSS THE STREET! They then stayed and put the whole bed back together. Thank you so much for giving us a place to sleep! read more

I've never reviewed a furniture purchase before but my experience with West Elm was so bad, I feel I have to warn the others! Don't risk the time-suck and aggravation I endured. Just shop elsewhere. Tl;dr: it took almost a month from my "quick-ship" sectional coming into stock to it finally arriving in my home--after a half-dozen delivery windows, two delivery attempts, and hours of phone calls. Still no compensation from West Elm for the hassle despite their assurances. Every misstep along the way was inexcusable and on West Elm. I know there are worse problems in life but my first and only West Elm experience was so bad that I'm not spending another penny at West Elm (or any of their related stores like Pottery Barn or Williams Sonoma). Full story: we ordered the Andes sectional in the Pittsburgh PA store June 24. It was a quick-ship item and Agnes, our sales rep, was great. It all went downhill from there though. The sectional came into stock July 2. Our first delivery date was July 9. We were given a 3-5pm delivery window. We got a call during our window saying we're pushed back to 5-7pm. No problem - I came home early but can wait. At 7pm they called to say DOT regulations require their drivers to be off the road by 7pm and they can't come out today. Annoying, but these things happen I suppose. I called West Elm and after a long hold was told the drivers have a "two-day route" from Columbus so they can come the next day. They gave me a new delivery window the next afternoon (2-4pm) but that evening they emailed with a later delivery window (4-6pm). July 10 we expected to finally get our sectional during the 4-6pm delivery window. Instead, we got a call from the delivery company--a bit after 4pm--saying they won't come today and to call West Elm to reschedule. When we asked why, the driver or dispatcher said the truck had to be back in Columbus by 7pm (which is 3 hours away from Pittsburgh) and then rudely noted there's no way he's risking a $10,000 DOT fine for us. Um, say what? West Elm gave us a 4-6pm delivery window when its delivery truck has to be three hours away by 7pm? So basically our delivery was impossible from the start. This part, in particular, is inexcusable. I called West Elm right away to figure out what is going on and had to call a few times to find someone who was actually helpful. Notably, not a single rep could get ahold of the delivery company to get information and the text status updates they promised never came. The next day, July 11, the delivery in their system still showed as pending (for the day before) and that day the rep had to do a manual override in order to give me another delivery window. This time I had to wait for a weekend (July 14) because I just couldn't rearrange our schedules for a third weekday of getting home early. On July 14, the truck arrived during our scheduled window. Finally, I thought, our sectional is here! They brought in one piece of a three-piece sectional. And that was all they had. They had no idea where the other two pieces were. The driver showed me that their loading documents only listed one piece, even though our email confirmation showed three pieces were scheduled to arrive. I had to reject the piece. As the driver was leaving, he told me West Elm's warehouse called and they found the other two pieces. They were just sitting in Columbus, never designated for loading on the truck to Pittsburgh. Again inexcusable. I was ready to just cancel my order at this point. But after more phone calls, West Elm assured me they will get me my top choice of delivery windows and will compensate me.They promised someone would call me after my delivery was complete. I finally got all three pieces of my sectional during the 7am slot on Sunday, July 22 (not exactly a convenient time but it seemed like the only way to avoid getting bumped again). This final delivery went fine, though the drivers noted they were over-scheduled with more than a dozen deliveries for the day and a lot of other recent deliveries had been wrong or rejected. Thus we finally got our order about a month after this "quick-ship" sectional came into stock. The quality is fine, but not remotely worth the aggravation. And it's been more than two weeks since my sectional was finally delivered, but no one from West Elm has called me despite multiple assurances I'd be contacted about my credit. West Elm has been the single most inefficient and inept furniture company I've ever dealt with. I understand things happen, but West Elm's problems seem to run deep: poor logistics management, overworked delivery companies, and under-staffed customer service. I'm done with this family of companies. And with all of these failings, West Elm doesn't deserve your business either. read more

The furniture is all beautifully made, modern, comfortable, and the prices are better than Ethan Allen and pottery barn. They have really nice plant stands also as an added bonus! read more

INCONVENIENCE AT IT'S FINEST or WORST In November of 2021, my husband and I visited the Bakery Square store to see if they had a display of a stool we were interested in. We wanted to see it in person prior to ordering. To our luck they had one-and had a discounted floor sample for sale. We swiftly snagged the sample, and told the associate that we wanted to order TWO more of the EXACT stool (color and hardware). Fast-forward to December when the stools come and hardware was incorrect. I then am told to bring the stools to the loading dock and someone would meet me to retrieve them. (Parking at this location is a nightmare). No one came and I had my 6yo daughter with me. A man (who I believed to be the WE employee) came to the door and let me in. My daughter and I lug the stools through the back hallway. I am then met with a confused male employee, questioning why I was in the loading hallway and it's "dangers." I am finally relieved of the stools and am told to move my vehicle from the loading dock to avoid being towed-I'M COMING TO DO AN EXCHANGE OF INCORRECT PRODUCT! Let's move along...I park AGAIN, and met with unapologetic employees, who were unwilling to even compensate shipping on my CORRECT items. We are now in April '22, and the stools' delivery date have been delayed multiple times, and are slated to maybe come at the end of June. First world problems-YES ABSOLUTELY The lack of care and concern that this establishment continuously shows to it's patrons is bothersome and shameful. The parking enforcement at Bakery Square is the only saving grace.-KUDOS to those men! read more

Truly the worst customer experience I have ever had. They truly could not care less if customers are happy with their service. I have made many purchases from this location and each time it is the worst service. I recently purchased a set of lights from them for $250. They were order 3 months ago. I have called at least 3 times to check on status, and even said, if you can't provide the lights to me, please cancel the order. Their response back to me, "sorry, it is in the hands of the vendor who supplies the lights" They refuse to cancel the order, and just let me hang for months. I called a 4th time 2 days ago to ask for resolution. Still no lights, no response, and they are not willing to cancel the order. No priority for customer service or satisfaction! Great way to run a business in a Pittsburgh community. read more

My husband and I came here to shop for new bedding. The staff was extremely helpful and we ended up with a neutral toned duvet and a blush colored throw. I ordered these throw pillows from urban outfitters to match. I will come back to decorate my next room. read more

west elm - Furniture Stores Near Me - Pittsburgh, Pennsylvania

Holy moly fancy schmancy... If you want to get some cool ideas and feel pillows covered in sheep fur (or some other animal fur), this is your place. I strolled in on a Friday evening and loved the decor. There's a nice mixture of items available from furniture, dishware, candles, rugs, art work and linens. If you're looking for a gift or an interesting piece for your home, you're sure to find it here! read more

This is a really nice store! It's clean and well merchandised, and it's pretty big. They are well staffed with people out on the floor, which I really like. If I have a question about something, there is always somebody close by. I also like that when I start picking out things to purchase, I often run into a floor-person who says "can I take those up to the register while you shop?" Yes, that's a great idea, thank you! read more

West Elm officially opened TODAY, and as one of the brand's biggest fans, I was so excited to check out the store! The store wasn't slammed - but definitely not quiet either - for it's Thursday night opening. However, I expect that they will be hectic over the weekend as people venture to Bakery Square to check out the new location. The store is large, well-designed, and has an excellent selection. I think that this store definitely conveys the brand's aesthetic and offers a good selection of products available, even though additional styles and colors are available online only. I expected to be ignored since the associates would be overwhelmed during the grand opening. However, I was immediately greeted by someone as I entered the store (one of the managers, I think), and another associate named Rachel followed up with me as I was carrying around a couple of awkward items. While checking out, the man who helped me seemed a little overwhelmed by the cash register. I think this may be his first retail job, but he got through the transaction and apologized for the delay. Overall, I was very impressed by the courtesy and genuineness of the employees. Here's hoping I don't spend every cent of my money shopping here. :) read more

Meh. I have a love hate relationship with West Elm. I like the style, but it's usually way over priced for the quality. I bought a sheet set on sale for 100 dollars and it started pilling within a month and a half. I really like the coffee table and matching side table I bought though. Okay, now to talk about this particular store. I've been in here a few times and the employees have always been pleasant. A few days ago I stopped in a bought a floor model table but couldn't take it with me at that time. The lady told me I could pick it up anytime that weekend. I came in on Sunday afternoon to get it and was told I would have to wait for stock room guy to get there for me to get it. I was then reprimanded for not making an appointment to pick it up. After telling them they never told me to make an appointment, just to come in, I was greeted with furrowed brows and looks of scorn. They wouldn't let me take it out the front, so I had to sit there and wait. I only had to wait 10 minutes, but I was definitely annoyed at how rudely I was treated. Just because you sell over priced, snooty goods doesn't mean you shouldn't have decent customer service. read more

I've always been a West Elm catalog girl and usually for a accent or unusual piece to finish off a room. The Bakery Square store is compact and appears to be a full-service room design establishment. They were definitely well staffed and the large open area highlighted everything from furniture to art to dining options. Very calm atmosphere. Great options if you're looking for an update! read more

Joan is the best! She was so much help with picking out our new living room furniture for our new house! She was very patient with my extremely indecisive husband. I also want to add that Jeff and Joan were so helpful with design ideas and color choices. We cannot wait to go back and buy more decor for our home and visit Joan again! West Elm is my new favorite home store! read more

Store is nicely designed but sales staff was the worst. My daughter and I were in there at least 15 minutes with no acknowledgement or even eye contact from anyone. She told me she had a similar experience a couple of months ago when she went in to return an on line purchase. Waited 10 minutes at the counter. No excuse for rudeness. Won't be back. read more

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. Don't buy anything from these clowns. read more

The store was very well organized, and there was a lot of nice things, but the people were very rude. There was a woman who kept on starring at me, and wouldn't look away. And we were there for about 45 minuets just to get a lamp. The service there was also not the best read more

Worst service ever. Pithy sales person and others are disorganized. Maybe it's the Sunday staff. Buy online.

This place has great customer service. They are polite and go above and beyond in their assistance with complicated issues.

I'm a big fan of West Elm's designs, but I think I'll stick to shopping online. The service at this store was completely non-existent. I think there was maybe only one other customer in the store, but all of the employees were too busy fussing with the merchandise to be bothered to even greet me. And I had gone in with the intent of at least partially furnishing a new apartment! Don't waste your time. read more

We had a wonderful experience at West Elm in Bakery Square. Paula was amazing to work with and such a pleasure! She helped us through the design of our house, organized the furniture through a 3D program so we can see everything before buying it. She navigated us through the entire design process when we have 0 experience and it helped us through a vision we had for our home. We are so happy with everything- thanks Paula! read more