The staff has been exceptional every time we have visited. They are always willing to help, giving design advice and are never pushy to make a sale. This location in our experience has been better than others as it is usually not too crowded.

Wish I would have read reviews before visiting.My gf wanted to visit as a result of seeing online items that peeked her interest. She recently bought a new home, I knew this world be a fun field trip.Walked in and it was beautiful. Well staged, 2 levels and plenty of staff.Sadly the plenty of staff didnt acknowledge us during our 45 minute visit. Not 1 Hello, Hi, Hey, etc.Ive never visited somewhere so customer service cold.Plenty of well staged spaces, well priced and endless color and texture options.My friend specially wanted to view a rug in store and we couldnt even reach it. No one offered to assist despite being within ears reach. How did we get the item down, well lets just say unconventional methods.** le sigh **Forgot to mention, we couldnt even find the damn rugs at first.This location has a lot to offer inventory wise. I was absolutely in love w the tableware and statement pieces but I think I prefer to take my purchasing talents elsewhere.The audacity !

By far the most difficult company to work with. Took the whole charm out of our remodeling project. Delayed deliveries, continued communication from us ( the customers), with no attempt to contact or respond made by the company.For all this trouble, their products are not what they are made out to be. Still waiting on an order placed on March 6th. Every time the delivery date is pushed back without any satisfactory response.This back and forth with Westelm, has become my side job, wish it was paid, considering the amount of hours I have spent on the phone with customer service.

The furniture here is absolutely beautiful and the showroom is clean and inviting.The problem is, nobody working here wants to take my money. When the gentleman helped us he was very knowledgeable and efficient. However it took a while.

This is on corporate not the Baltimore location. Communicate better with your customers and vendors. Original lead time 8-10 weeks. Final lead time: 19 weeks. Oh and no compensation for it. Scratched product had to be re-delivered on their schedule. Every piece of our order was late. Our delivery was scheduled and moved 4 times. Took calling customer service and asking for an update 7-8 times after they said they would contact us with more information within a few days. All I wanted was shipping $$$ back on one of my late items. Instead they wanted to give me a $100 gift card to buy from them again. No. How about No Scott.

Nice store. We went to look for 1 piece. Closest place to Scan Ive seen in years.

On the evening of June 3, 2021 I shopped at West Elm in Harbor Point Baltimore for a duvet cover and was assisted by a manager by the name of Mike. Mike never greeted/approached me as I was looking around for quite some time and I had to approach him for my needs. The gentleman was very short, had an attitude, didn’t seem like he wanted to be there quite frankly, and lacks essential customer service skills however, I let it go because I figured he may have been having a bad day.I then returned today, June 4, 2021 to return the duvet cover because after putting it on my bed I discovered it had a yellow stain on it. Mike, was assisting me yet again with the same demeanor as the previous night and I’ve now realized that this is indeed who he is or at least towards me. I informed Mike that I closed the account connected to the debit card I purchased the duvet cover with and asked him could I receive it back on another card or in cash as I used my pin when I made the purchase. He was very short yet again and said, “You need to insert the same card and if you don’t have it then you can receive store credit.” I then asked him was he sure and that I would like to speak to a manager so, I could try to exhaust all options. Mike then said,”There isn’t a manger here and they aren’t going to tell you anything different.” I said well I would at least like to speak to someone else and he then proceeded to tell me “I am a manager.” I then asked to speak to whoever his manager was and he gave me an assistant managers card by the name of Ian Strathy-Miller. I then told him I would like my duvet cover back, that I would be calling customer service, and I was confused as he told me he was a manager and then proceeded to give me an assistant manager’s card so, I asked for his name for reference and he told me, “You don’t need my name.”I had to leave the store and call to ask another associate for his name so I could call corporate. I think this might be the worst customer service experience I’ve had in my life!

This place is horrible specially the service. I found a sofa on their website and decided to go and check out before buying it. They convinced me not to buy on their website but instead place the order at the store because store will handle and help me with my delivery. Now my order is delayed more than 6 months and ppl at the store refuse to answer my questions and ask me to contact online customer service. I Should have ordered from the website. Stay away from this place.

Love the selection n staff.

This in on West Elm corporate, not this specific store. I ordered a bed on Nov 12. West Elm stated I would receive the bed around the end of Nov. The delivery estimate date was then pushed backed twice, then on Jan 4, West Elm said the bed was lost in transit and they would have to cancel the order because the bed was out of stock. I ordered a different bed on Jan 4, only to have West Elm cancel that order a few days later because they had no stock. So, about 2 months later, I have to start over in finding a bed. Note to West Elm; either pull the items off your site, or specify if items are on backorder.

Beautiful store but very difficult to find. Need to use parking app and salesman couldnt help

After saving up and shopping online I went to this location to finally pull the trigger on a couch. No one greeted me, no one asked if I needed help or even seemed concerned with my presence, even after stopping at multiple couches and looking up their info on my phone because no one wanted to help me. Totally understandable if the store was busy, but there was maybe 3 customers in the store and 4 employees visible to me. Apparently if you’re 25 and in Athleisure you’re not considered a serious shopper or worthy of being helped. I don’t think I should have to seek out assistance in a quiet store when I’m looking to spend upwards of $3k on something. I’m mostly disappointed because I was really interested in getting a west elm couch and I received no information and am totally frustrated with the experience.

This is for the west elm website and not the Baltimore location (there is no way to leave a general review for the website). The shipping times are NOT accurate. I ordered a dresser in the beginning of February and at the time the item was supposed to arrive within 2 weeks. Now over 6 weeks later the dresser is not here and delivery keeps getting pushed back without even email notifications. Horrible customer service. You cannot even cancel the order until it arrives.

Thank you to Sarah, who works on the floor at this West Elm. I was in search of a sofa and couldnt push the button to buy online without sitting on it in person first. Sarah let me try out several sofas until we narrowed it down to two. And then we talked colors and she brought out fabric samples. Im very happy with my purchase and appreciate the stellar customer service.

Dont do it!!! Somehow my order was cancelled. I did not find out until I tracked the order. Baltimore was unable to help. But, they did put me in touch with several different departments within West Elm. All departments took several attempts to reach. Each time I reached someone, they transferred me to another person or voicemail. Dozens of calls and hours on hold - NO REASON SUPPLIED, NO CHAIRS and NO RESOLUTION as of today. Process began in August. Dont do it.....

We stopped in to look at furniture for our new house and were able to talk to the Design Consultant, John, completely free of charge. John was really helpful, spending about an hour with us looking at pictures of our space and chatting about different possibilities and configurations that might work. We left with some great ideas that we may not have otherwise thought of/considered.

Dont trust the delivery times, they seem to mean nothing. I placed an order for a bed I was planning on sleeping on the following month; it continues to get delays and the customer service online doesnt seem to be able to tell me anything regarding when it will leave their warehouse.

Just built a home so I purchase a lot from West Elm & PB-even have store credit cards-used too much. After dealing with this store and the manager Mike L, I’ll reconsider purchasing anything from this brand again. Wanted to purchase store model outdoor table/chairs to match the West Elm sectional purchased last year. Two of the chairs were being held by someone that hadn’t paid over 24 hrs prior. We were purchasing that day-Sunday to pick up Monday. They said that we had to take the same day or couldn’t purchase. Wait-didn’t you just allow another customer to hold without payment? It wasn’t just the clear discriminatory practice but his attitude that was unacceptable. He had an attitude from the moment I walked in and inquired about parking-it’s a construction nightmare trying to park at the store, and the signs are confusing. Reached out to corporate and they assured us that we’d get the furniture at the discount-2 weeks later I haven’t heard back. West Elm/Pottery Barn, what a disappointment. For those shopping at the Harbor East store, expect an air of entitlement and lacking customer service.

Be very careful when returning items bought online to this store. Although the West Elm website says you can return non-furniture items to a local store for free, the staff at this location highly discourage it and seem to have been directed to recommend a merchandise credit instead of a refund, even if you provide a receipt. It has taken me almost a month and many phone calls to receive credit on my original credit card for a valid return. Make sure that you request a refund and not merchandise credit, and ask the staff to explain the codes on the return receipt.

We bought the Mid Century Expandable Dining Table in walnut from the Harbour East store location. It is a beautiful piece of furniture. The price is great, the quality looks/ seems really great (weve only had the table a week) and I love that it is Fair Trade and sustainably sourced with FSC wood. The delivery team arrived early and they were quick and efficient, the table arrived in perfect condition. Overall great experience from this company and the furniture is beautiful.

Beautiful store, could work on service. Went unnoticed by staff; dragged my kids out in the rain because I NEEDED a couch. Couldnt reconcile spending money in a place that didnt seem interested. In all fairness they did seem preoccupied with a new floor design 🤷🏽‍♀️

Two staff members went above and beyond during our shopping experience - they had two rugs in stock that werent on the rack within the retail space, so they took us back to the storeroom so we could see the two rugs in person. They were very patient while I went back and forth about which rug to take home. Thank you!

Have always loved this store and happy to have it in our backyard until today. The floor staff were extremely helpful but the manager was not helpful and extremely rude when we were interested in buying a floor model product. There were not any new ones in the back and when I noticed the product was damaged but the only one left I let him know I would purchase it if he could discount it. He stated that was not possible and he was unwilling to be polite and work with us on an option such as ordering another one to the store or finding it in another store. Very unhappy with the customer service provided by this manager.

The customer service here is great! Love West Elm products and the quality. The best part? They are dog friendly! Do yourself a favor and walk your pup over to this store on the next sunny day

I love West elm furniture. My husband and I came to the store because we wanted to check out a few pieces of furniture in person. We were prepared to make a purchase for table and chairs but the customer service was awful. Not one person asked if we needed help or even acknowledged us.

I had purchased a dresser and nightstand and had the hardest time communicating with the staff and manager! I expected follow up but got none of that..very disappointed that I had to literally pop up in store 6-7 times, call and email to get the items returned! Its a shame for west elm has great furniture but bad customer service.

I went into the store a couple weeks ago to return an online purchase and the gentleman that attended to me was a little snooty. I went back today to look at color swatches. John attended to me and was incredibly helpful. Im really giving John 5 stars with this review.

Best store and delivery

Friendly staff, helpful with questions and providing specs on the furnishings. Beautiful new store. We will visit often!

I guess because I was dressed down on my off day from running errands all day, I wasn’t dressed up enough to be acknowledged when I first walked in the store. After the employee saw me standing at the counter for a little bit he yells from about 20 feet away...”what’s up?” And I told him I was here to pick up an online order. No enthusiasm or welcoming me to the store. I suppose had I been dressed up coming from work, he would have seemed more interested in at least greeting me correctly, instead of a “what’s up”. His greeting and interaction was very unwelcoming.

Love the Store however the customer service is lacking. Every time I come in the store I am never greeted. I normally have to go up stairs and walk around for at 15 mins before Im acknowledged. I just rather order online. Plus the delivery is much quicker!!!

Your customer service was terrible. No one knows what they are doing.They did not know the product and the material-misleading. I wanted to buy six dinning room chairs but required basic information which was promised twice until they could not find the info.

A nice addition to the furniture options in the city. (Beats schlepping to Towson!) No complains about service here, and the price is reasonable for awesome design.

Purchased Andies sectional less than a year ago. Delivery was 4 months wait. Finally got the sofa and having a lot of issues with inferior quality. The cushions are already sinking in the middle. The stitching on the fabric is very poor. The seams do not align and unraveling on the underside of the zippers. Contacted customer service and they directed me to the manufacturer. The manufacturer never responded. I can not recommend this product and I regret my purchase.

I love this store. I always find something to buy.

I had a terrible incident that I don’t want to explain on a review. I spent a lot of time dealing with their staff and they are all friendly, but nothing was accomplished.

Super helpful. I ordered a table online and wanted to exchange it for something on back order they took care of everything.

Great selections !

Manager Mike @westelmbmore is a total d-bag. Worst customer service experience ever. Other area managers were sympathetic because clearly this guy has a reputation of being an absolute jerk. But his D-enhancement kit should be arriving soon, so that should help his Napoleonic complex. Proceed in store with caution, make sure you don’t need any help with anything. You won’t get it. #douchebagalert @westelmbmore @harboreast

I have to agree with other reviewers that the customer service at this West Elm location is pathetic. The staff are rude, stand-offish, and condescending. If they get a whiff that youre looking to buy a sale item, you can forget about them being polite. I was going to purchase a duvet and shams, but when I realized the shams were the wrong size and asked an associate if more were available, he smugly said, Oh, is that a clearance item? Well... what we have over there is...what we have. I promptly left. My money spends just like the rest and I will not buy from anyone who is judgmental or condescending. Put that in your pipe and smoke it, hipster.

Very helpful staff. Would definitely reccomend going there instead of buying online.

Typical West Elm store. Street parking available and within walking distance of J.Crew, Whole Foods, Anthropology, etc

Has great knick knacks and pillows for the house.

Locks doors before closing time

Cool stuff. Designer was very personable.

Pretentious staff who are selective to whom they will provide customer service to. I received no greeting. No - Ill be with you in a moment. No - Can I help you with anything? No - Do you have any questions? In fact, I felt as though I was bothering the staff. I wont return to this store or purchase anything from West Elm again. When I am ready to drop another $550, Ill go elsewhere.

Terrible. My husband and I bought 2 sofas from them at the beginning of March. They were supposed to be delivered between May 12 and May 16. It is June and we still dont have them but we have been billed for them. The customer service reps in store and on the phone have been kind and friendly but they have no information on where my order is or when I can expect it. The say they will call back and then I hear nothing. I call and either the wait time is more than 1 hour or the people I need to speak to are not available. I will NEVER be buying any other piece of furniture from them EVER again. Go to Crate and Barrel. We have bought a table, dining room chairs and living room chairs from Crate and Barrel and never had any trouble, except for a small delay in delivery due to Hurricane Sandy which was explained clearly.

Friendly staff, helpful with questions and providing specs on the furnishings. Found a couple clearance bargains!

Good chic modern furniture store

The store itself is fine, just like any other West Elm. Worst part is that you only get a parking voucher for the parking garage if you purchase something.

I did very well during the sale they were having.

Please tell me how an automated system and a changing delivery time make for white glove service. this is not acceptable

Good deals

Beautiful scenery

Friendly staff