west elm - Summit, New Jersey

Olha D.

I like coming to this store to see and try the furniture that I'm interested in and then returning home to measure everything carefully and ponder over the color swatches before placing an order online.
However, after chatting with a store representative, I realized that this reasonable and convenient practice for me might be something that could kill the store because the parent company cares the most about the sales made IN-STORE.
So I'd like to tell that parent company that I will never spend $$$ on furniture without seeing it, and that this place is a valuable showroom.
And now, instead of shopping most conveniently online, I'll have to call the store and place an order with them because I don't want it to close.
Hope this feedback helps other shoppers and managers to make better decisions.

Vijay P.

Worst customer service. Damaged bedding has no warranty past 30
Days. The manager on duty had absolutely no consideration that a long time customer that spent $$$$ at the store is being turned away for a poor quality expensive silk blanket. The blanket in 3 months of gentle use has stitches coming apart with fuzz. Will never shop again.

Nan R.

GENEVIEVE was nothing but amazing, friendly, and attentive! She made an absolute difference in my decision and comfort level in returning to the store and making a purchase.

Thank-you Genevieve!

Bhramori B.

Very poor experience with the store. I ordered two furniture from here, One of them was a center table. I ordered in September and it is November and sill they have no idea when this will be delivered. On top of that they are holding up the other furniture as I have taken a white glove service. In the mean time they have dropped the price if the center table and they are not ready to honor the price change. On top of that, none of the employees have any idea where the furniture is in the supply chain. They rely on the system that shows up on the customers end and they have no extra information neither can they follow up on to find the reasons for the delay.

Jack T.

Lisa is an incredible sales associate! She not only took the time to help us design our own mock-up room but was so swift in answering our questions, offering suggestions, and providing guidance on the most cost-effective order process - we would not have been able to make a decision without her! She is a treasure to have at the store and we will continue to come back.

Despina K.

Terrible customer service! First, we kept getting all these emails about free design services etc., not really, we just went in and picked all furniture ourselves, no real design services. Then, and the really worse part of it all, after putting in a hefty order of more than 12k worth of new furniture, we're 6 weeks into the order and we still don't have a reliable sense of when the furniture will arrive! Our order has been pushed back several times, items have been cancelled after we were charged for them and they were showing as "prepared to ship", and we're now looking at 3 months total wait time for the actual delivery. In the meantime, several items are ready for delivery in the warehouse, but West Elm refuses to deliver them, I even offered to pay separately for two deliveries, nope they won't do it. They keep saying we "may qualify for split delivery" but no one really follows through and nothing is happening. In the meantime, Raymour and Flannigan delivered to us within a week in the same area. I love the West Elm furniture but the whole customer delivery experience is terrible. I would never have purchased had I known things would go down this way. We may now get into the holidays without furniture. Very disappointed.

Anissia A.

Did not have a great experience here at all thanks to a sales associate who gave me a lecture for returning 4 pillow inserts. She rambled for the first 6 minutes about how I should call ahead to see if they have the capacity to return bulky items sold online. I don’t know if this was a profile thing or if she generally thought she was meeting the “let’s deter customers from coming back” experience. I rather shop at Paramus where they give exceptional customer service.

Maria S.

Bad experience!!!!! Save your money and your time. Worst customer service!! They have no idea about your order or how long it will take to be delivered. After you wait 2 to 3 months for a delivery the furniture cames defected.