I ordered a sofa in late December 2025, and it was delivered early April 2026, ......and it arrived without the hardware and legs. I was told the legs were on another moving van and would be located and delivered within a few days, but that never happened. The sofa was shipped from Hong Kong without all of the necessary parts, and the company then refused to send the missing hardware by any method other than boat. After more than a dozen calls to customer service, I was told I would have to wait until September 2026 for the legs to arrive. As a result, I have had to wait an additional five months before I can use the sofa, which is still sitting on the floor without its hardware or legs. Customer service has been completely ineffective in resolving the issue. read more

My husband and I needed ready made curtains for a few rooms in our new home. We had never really shopped at West Elm, but at the Pike & Rose location, we found several wonderful items: eucalyptus greenery, worn velvet draperies, small drink table. We made several purchases for draperies, but the colors online were slightly different and that difference did work well with our space. The return process has been outstanding. Whether ordering online or in the store, the process allowed us to return to the store. On many occasions, Marna Eshra, has been very helpful in selecting the best color for draperies. Marna was attentive, gave us space to talk amongst ourselves, and looked for the best alternatives. Marna has great customer service skills and really looks out for the best interest of the customer. One thing that could be improved is for the store to supply fabric samples for the ready made curtains to help reduce the number of returns due to inconsistency between color on the website vs color samples in the store. Thank you. Andrea Hines read more

The customer service is dismal. They "open" at 10 but didn't bother to open the door on time - despite clearly seeing that my husband was waiting in the rain. No one asks if you need help in store - we have been there numerous times to compare couches and items. Not once has anyone asked us if we needed assistance. read more

Great customer service for online pick up order of a concrete coffee table. Patient staff and very professional. Doesn't hurt that the store smells lovely. read more

West Elm - Concrete coffee table - Furniture Stores Near Me - North Bethesda, Maryland

An update to my review of the harmony chaise sectional I purchased back in August. The issue is ongoing and still not resolved. After walking into the store to talk to someone in person about my sofa issues, their first comment was, "Oh, you should've never ordered from online; we should've ordered it for you in store." I was told by the lady in the store that I had to order online. Apparently, now they've resorted to gaslighting their customers to say it's my fault for ordering online. My sofa has been missing a leg since the day of delivery. Multiple attempts to get a replacement leg (3 and counting) have always ended with something wrong--the first two were improperly packaged and arrived damaged. Since walking into the store to make my complaint in-person, they've "opened a case" to help me resolve this issue and make sure the new leg is delivered properly and undamaged. Just a heads up, their case numbers mean nothing. Finally after another month, the 3rd replacement leg arrived, and this time it was properly packaged and not damaged. However, it was the wrong leg! (See pictures) I called into the store just now, and they're going to schedule and send one of their "furniture medics" to "take a look." The manager on the phone rudely hung up after the conversation. My advice is to stay away from this company. It's not worth the hassle. read more

West Elm - They sent the wrong leg - Furniture Stores Near Me - North Bethesda, Maryland

This location is okay in selection but I feel that the staff here aren't always helpful. Maybe they are understaffed, who knows. They always seem to be with customers but I never feel assisted. West elm is one of my faves but sometimes it's best to shop online. read more

The bad: West Elm has very limited quantity available in their brick & mortar locations. This location is more of a showroom. If you see something you like, you have to order online and pay shipping. The good: The staff are super helpful and friendly but they will most likely have to order the item you want online. It is nice to be able to see things in person to measure, view the texture, color, etc. Quality: I have purchased furniture from them in the past and have no complaints with the quality. Their prices can be steep but I do think it's worth it (for the most part). I hope they don't go 100% online and just make some tweaks to improve the overall customer experience. There is no replacement for a human touch and the ability to see and touch items in person. read more

West Elm - Furniture Stores Near Me - North Bethesda, Maryland

Located in Pike and Rose, West Elm is a new addition to the furniture stores in the Maryland area. A lovely showroom filled with sofas, dining tables, chairs, lamps, and throws. You can also find holiday decorations and accent pieces to decorate your home. The salespeople are courteous and helpful. They helped my friend find a piece of furniture that she found online, but didn't see in the store. The showroom is beautifully decorated and has so many items to choose from. I especially liked the fur blankets that decorate the sofa and the decorative pillows. Prices are on point and they have something for everyone. read more

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My experience with West Elm was horrible. Their customer service is less than humiliating and they sound like a broken record. So, they gouge their customers without recourse. I purchased two recliners that you were forced to custom order and will not allow you to return them. They did NOT tell me they weighed hundreds of pounds, and they did NOT tell me you had to plug them in to operate. If you don't plug them in, they are chairs. I can't move them to see the fireplace they are so heavy. Now I am stuck with extremely heavy chairs that take up the entire living room. The escalation to the next manager only ended with repeating the same language as the employee who answered the phone. Stay away from this company. Nothing is returnable and their customer service leaves a lot to be desired. They rudely hung up on me towards the end of our call. Not only do they have poor customer service, but they are also rude to boot. Never going back to this company. read more

So happy that West Elm opened up in Pike and Rose. It's conveniently across a 2 hour-free parking lot and a garage for those who reside in the area. It's a fairly large store and everything is well furnished and displayed for the public. You have a ton of options in terms of home decor with contemporary, modern, rustic, bohemian, southern, etc. The staff here are very friendly and helpful. They'll take the time out to assist you if you're looking for something in particular or having a difficult time deciding between products, colors and textures or simply if you're having a hard time figuring out where you want these furnishings in your home. I definitely don't agree with the current 2.5 star rating displayed on Yelp. I think this West Elm is truly worth checking out if you're in the area and need help with home decor. read more

West Elm - Furniture Stores Near Me - North Bethesda, Maryland

These are lots of nice choices in this shop. I like the beds, desks, planters, lighting, and other accessories. I am waiting for the next sales event. The salesperson was friendly and spoke to us at length about some of the pieces in the store. Worth a visit. read more

West Elm - Furniture Stores Near Me - North Bethesda, Maryland

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I came in buy a couch and maybe some decor and spent about an hour and a half looking around and in that whole time I wasnt once helped by an employee. In fact when I had questions I needed answered I needed to hunt someone down and once they answered my question they quickly went back to ignoreing me. I can only assume the fact that I'm about a decade younger then most of the people in that store had something to do with it. Especially since everyone else who came in was being asked if they needed help and and were actually treated like a paying customer unlike me. It's really a shame because I'm still going to buy my couch just definitely not here. read more

Our vanity was shipped in two parts, but on the user end we couldn't tell that it wasn't shipped all together initially, so we had to call the store and ask them to send us the vanity top as well. The vanity top arrived late, and when I opened it, I realized it was cracked through. I've waited on hold for the Customer Service Department for 45 minutes on two separate occasions, and they have been unhelpful and rude. It's not the fault of the store, and when I spoke to staff there, the store member admitted there seems to be centralized problems. She wanted to give me an e-mail address, but Customer Service no longer offers an email address. I will not be shopping at West Elm again. I'd rather pay more for better service. read more

Very high end. Nice stuff but pretty expensive. That is okay. What isn't okay is when the staff didn't seem to care that I could not look at any items cause my wheelchair couldn't fit between their too close together displays. I mentioned that I couldn't access the aisle. Both stor folks kept tapping on their cell phones. That's a shame. read more

Regardless of how you feel about the merchandise this place needs to be avoided due to the lack of any kind of sales staff. Think check out clerk at the grocery store ... that's actually a notch above the clueless self absorbed cell phone addicts lounging at the counter. Clearly no regional management involved because if there was any they'd clean house and bring in people who have been shown what it means to be a salesperson. Total waste of time and space. If any one in corporate gives a damn, plan an unannounced visit and see for yourselves. read more

I just came back from West elm. I happen to use a wheelchair, they have no visible handicap parking anywhere near the store, so I wound up taking my chair out into traffic at night and having to go half a block to the nearest curb ramp. Their restroom while beautifully done on the interior is absolutely useless because the door is set so heavy that I was not able to open it from the inside and had to call for help! For the first time in 30 years, I needed help to get out of a restroom! The store floor is incredibly cluttered with trendy trash, to the point that furniture that we were looking at was not accessible to roll up and transfer. The management and staff were hard to find, I asked the agent behind the front counter for a manager she says well I'm a manager and I said I would like the overall manager and she says I am the man I'm a manager and left it at that. She did not give me her name. But she has full sleeve tattoos on both arms and a blonde streak above her left eye and dark hair and a very quote so what attitude and quote. Based on my experience with the store, I would hesitate to recommend it to anyone except masochists. read more

We bought a table and 8 chairs . We paid extra to have assembled . So table came and they assembled . They said chairs would came ups . They came but I had to assemble . And believe me wasn't fun assembling 8 chairs !!! I felt I was back in college assembling ikea furniture . Just be aware this is just a high end IKEA Seems like all good reviews are about stores appearance not actual buyers who have the furniture read more

Lovely store, about time a decent furniture store came to Rockville/Bethesda MD area. (Crate and Barrel is now in Spring Valley, D.C.) O.K. sales people--not great. Certainly not trained. Like a cashier at Target. Abysmal delivery. Was not informed when, where, how. Two large, heavy boxes were thrown at my door at 6 pm. UPS man ran away quickly. I guess this is how the company saves money, but I am not impressed. Not appropriate delivery service for price of furniture. I complained to "manager" at store but seemingly didn't really care. read more

West Elm - One of large boxes dropped by my door, had no idea it was coming this way. Hardly appropriate for a chair that costs $999!! - Furniture Stores Near Me - North Bethesda, Maryland

Will never shop again. I wanted a 9x12 rug that was not in store but was told it was in stock and could be delivered. Took 4 weeks for the rug to arrive. Cost was 1100. After two weeks the rug started to fray. Called and was told rug would be picked up and credit given. Found out rug was now on sale for 400. Asked if I kept the rug, would they sell to me for 400. Answer-no. No credit adjustments. So now the rug will be returned, credit for 1100. If I reorder it I will pay 400 but the rug is in back order for 6 weeks. Horrible policy and makes zero sense. Extremely hard to get to customer service supervisor. After 30 min finally got to talk to one who immediately put me on hold and then was rude. Plenty of other places to shop. Sorry I bothered. Buyer beware. read more

West elm is experiencing some significant delays in furniture shipping and the website isn't being upfront about timelines, but the staff at the Pike and Rose location is very helpful. Melissa specifically was knowledgeable, and went above and beyond to help me get me the items that were delayed through local stores. She also gave me more realistic timelines to help me make decisions on whether or not to purchase furniture from West Elm. In the end I had to cancel all of my furniture orders from West Elm due to delays, but I appreciated the store associates help and honesty. read more

I had the worst experience ever, the lady that was helping me was really rude, I was trying to pay for a table and when She asked for my address I told her hey I have an strong accent here is my ID for you to verify my address. She answered super rude im immigrant too I have accent and being noisy even my wife was far come to check was going on and we ending leaving. The worst part was they rude and the manager came and spoke with her without even trying to ask the customers what going on and give us a bad look. read more

I'm an avid west elm shopper, and absolutely adore the brand but this branch doesn't treat their customers with great service. I walked in searching for some Christmas decorations. As I looked around the floor, not one associate greeted me but 3 of them were behind the counter, with only one helping another guest. When I was ready to check out, I asked the associate if she knows if there's any more of the garlands I want around the store because I noticed there's only 2 but I'd like 4. She told me what I see is what's left. No offer to order it online for me, or even check stock. She also made me fetch the items which were on displays around the store. The sale signs were also deceiving as they were out on the floor but she said "we are actually taking them down right now so these aren't all on sale." read more

I love it when I have thousands of dollars that I want to spend and the sales associates treat me like absolute sh*t. We are building a house and need to furnish it. We have friends that bought a couch from here and we love their couch. We stopped in to order one because we know furniture is roughly 4 months out right now. We were in the store 30 minutes before a sales associate even touched us. And by touching us, we got a heyyyyyy as one was walking by. We finally approached the sales desk to ask about a couch and the service we received was so arrogant and off putting that I doubt we would purchase a product in this store. We will consider an online purchase cause why would I purchase from someone who has an attitude. I hope West Elm will reflect and do some staff training. I realize in this day and age having a job inconveniences people, but I still need to buy a couch. Customer Service, West Elm. It's not dead. read more

The telephone customer service offered by West Elm is among the worst I have experienced. I spent over half an hour trying to get a price adjusted, due to the fact that the price of a couch I bought was dropped immediately after purchase but before delivery. Their policy is not to offer adjustments, but A $400 gift card was promised after more than half an hour of haggling on the phone (the alternative was to cancel the order, and re-order it online at the new price - hardly in anyone's interest). I was told an email would be sent to confirm, and that the gift card would be sent by mail. Neither arrived. Upon calling back a couple of weeks later, I spent over an hour and a half, because the initial call-agent didn't make any notes or log any details of our call! On the second call, I learned that the agent herself has to get authority from a "lead" agent via a text-chat function, so the customer is basically communicating with one person by phone, who is just an intermediary communicating with the person with authority by text-chat. At the end of the day, the Lead wanted to refuse to honor the initial promise, because there were no notes made of the initial call! So incompetence compounded by a lack of ethics, on top of a system that is just designed to make customers feel dehumanized. Finally, only because I insisted and threatened to take legal action, was I put through to a supervisor, who finally honored the agreement. (I will say that the second call-agent I spoke with did her best, and was as helpful as she could be within an impossible system). Companies that treat customers like this do not seem to understand that no matter how good the product may be, the experience will lead many if not most customers to refuse to ever again give the company another dollar's worth of business. read more

Very hard to find people to help with furniture searching at this store. You will spend a lot of time alone here without any input or help from the sales staff. read more

Colleen is seriously the best, so knowledgeable, patient and helpful! She took the time to provide tips and insights into my search for a sofa. Highly recommend! read more

Great experience all around. Gidion was extremely kind and helpful to me as I was making a special order purchase. Thank you Gidion!

The store itself is very nice and so is the staff. My review is with regards to furniture orders and delivery. I ordered two sofas, a custom ottoman and a small table. Maximum 4 weeks for delivery. On all the items except the custom piece was 12 weeks. They said it would be a split delivery so that we wouldn't have to wait for the custom piece. It took 2 phone calls to get the split delivery. They then brought the sofas and table. One sofa was a sectional piece,not a sofa so they reluctantly took back the wrong piece. Now the sofa is on backorder. That was 3 weeks ago. 8 phone calls later, numerous promises of a sofa soon to be delivered to the warehouse....nothing. read more