So disappointed. I love West Elm's stuff, but the delivery experience has been a nightmare. I ordered a bed in mid March that was meant to be delivered by end of March. They rescheduled the delivery for April 3rd, and then canceled the day before as they were missing parts, I was told I would be notified within 3 days when they were able to reschedule. After hearing nothing, I called a week later and they said they would call to reschedule when they have to parts. It is now approaching the end of April and I still have not heard anything about them rescheduling the delivery. I have called to follow up multiple times. In addition to this, I also ordered a couch in March. About 2 weeks ago (early April), I realized it will be too large for my space. I called West Elm to cancel the order, as they did not allow me to cancel online. The woman I spoke to told me it would be no more than 3 days to hear whether or not my cancellation request was approved by the manager. Again, I heard nothing. When I called back today, they acted as if they had never heard that I wanted to cancel the order (now far less-likely to be canceled due to being further along in production). They again told me they would put my request through to the manager. I spent 30 minutes on the phone with someone that was able to get me no answers. I am extremely disappointed with their service. Their products are expensive, and the lack of communication and responsiveness after a sale is unacceptable. read more

Worst delivery experience ever! West Elm was unable to fit the sofa we purcahsed into our elevator and advised that we would have to take the whole thing apart. They left the sofa in the loading area of our building, and we were forced to hire a third-party (at significant added cost) who was able to fit it into our elevator by simply removing the legs and cushions. The incompetence and lack of effort by the West Elm delivery team was beyond belief. To make matters worse, they delivered the wrong rug, installed bed frame legs on backwards, and have refused to fully reimburse me for added costs incurred. Shame on you West Elm! read more

Disappointed & frustrated don't even begin to describe my experience with West Elm. I purchased (ordered online) a 63" vanity console, it's corresponding marble counter top, and it's corresponding antique brass hardware for a whopping $2559 (this price also includes taxes and shipping). And this was on SALE. But I loved the style and felt I deserved to splurge for myself and my home. At the time of my purchase, all three of these items were sold separately. When my order arrived, the marble countertop was missing. I called West Elm and they sent me the missing countertop who knows how many WEEKS later. The countertop arrived damaged. Again, I called West Elm to request a replacement. My request was approved. However, I was told that there was an issue because now, the console and countertop were being sold as 1 item and could not be purchased separately as I had done when I made my original order. They told me this made it impossible to send me just a new countertop. I'd also like to add that while my countertop was marble, the countertop that is being sold now is quartz- a less expensive & lower quality material. I voiced that I had no problem receiving the quartz instead and was not requesting a price adjustment or any type of refund for the material change if that would make it easier. I just needed a countertop to fit my console so I could use my bathroom! The rep I was speaking to told me she would call me back by end of day or end of next business day when a resolution was determined because of this complication on West Elm's end. She never called. I gave the company time. 2 weeks later I called back. The rep I spoke to then told me that the issue was resolved, that I would be receiving both a new console and countertop. He even gave me order numbers so I could track the shipment. The order was supposed to arrive this week (6 weeks after I was given the order numbers for the replacement console & countertop). Tracking showed that up to this morning; the items had not been shipped. So I called this afternoon to follow up and get information. I was told that the reason my items haven't shipped is because the order was never finalized. The woman I spoke to, Janis, was wonderful. She stayed on the phone with me for 2 HOURS trying to help me!! She couldn't finalize the orders because those items didn't "exist" anymore (like I said, sold as one item now instead of two separate like before. Meaning whoever tried to order the replacements for me and gave me these order numbers made a mistake and gave me false information that kept me waiting around for 6 weeks!) Janis and I tried to explore other options. The vanity and quartz top are now being sold at $2649 pretax & pre-shipping & not including hardware. With all of those included, the total is $3188.52... that's $629 more than what I originally paid and again, for quartz!!! Janis tried to see if she could get me the current item at the price match of my original purchase. The MULTIPLE managers she pitched this to denied the request. One manager even hung up on her. Janis also tried to see if I could get the same discount as my original purchase. Remember; I bought my items on sale- 30% off. I told Janis if they could match the 30% off on the now $2649 vanity, even if I had to pay a little more, I would. The managers denied this request also. Finally, a manager said he could "help". He offered me a gift card to West Elm and it's sister stores worth 15% of the current sale price of $2649. So not even money off, just money I could spend at their companies!!! This means regardless, if I want a vanity and countertop that is not broken... I HAVE TO SPEND $629 MORE! Even if I get a GC at 15% of the sale price - which is about $400 & I understand that's a decent amount of money- it's still money that comes out of my account and into West Elm's pocket. I would understand if I was somehow at fault for any of this. But it wasn't on me that they forgot the marble top the first time; it wasn't on me that the marble top that came was damaged; it's not on me that they now sell the items as 1 unit instead of 2 separate pieces. And to top it all off; I would be spending $629 more for countertop of less quality and that is worth less than what I had originally ordered! And I know this is a lengthy review, but I was gracious on the phone. I wasn't freaking out and screaming and being a disgruntled customer. Janis even thanked me for how I was handling the situation and could not stop apologizing to me on West Elm's behalf. I just cannot believe that at the end of all of West Elm's errors in this experience, their solution for me is that I have to spend more money. West Elm hasn't upheld their end of the transaction and they think it's appropriate to ask me for more money???? I'll never spend another cent there or with their sister companies. Don't waste your time with this company. SHOP ELSEWHERE. read more

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Shopping for a couch and made our way down Route 17, stumbled upon West Elm. The layout of the store is a little confusing, I found myself going in circles quite a bit. On the weekend, it was crowded. There were times when we had to wait to test out a couch because people were sitting on it for too long! I think the store would benefit from being larger. You feel like you are always in the way or on top of people with how the store is laid out. Our saleslady was helpful and kept her distance, which was appreciated. She wasn't being too pushy or rushing us, she really let us take our time. Ultimately we did not purchase from here due to the lack of things being in stock and customization required. read more

just left feeling really uncomfortable. there was a man trying to talk about hosting the holidays event there and two other workers talking with him. they all stood blocking my way and clearly knew i was trying to look at the napkin display. no one looked at me and smiled or asked if i needed help. then, this taller lady with brunette hair fixed the napkins i was looking and annoyed as soon as i put the napkins back. (i was still trying to decide if i wanted to get them). she didn't have the time to ask if i needed anything or even offered to step aside while i was looking, but then quickly rearranged the display when i was right there so it would look "perfect." listen lady, your displays may be nice but your attitude is atrocious!!horrible customer service!!!! thank you for making me feel uncomfortable and making me think about visiting another west elm to purchase my stuff. read more

Five stars for selection, but unfortunately this West Elm falls short in the customer service department. Again, the selection is fabulous. The space is huge and there are tons of different items to check out. I've only ever been to the West Elm Flagship in NYC (also large) so can't compare to others, but I have a feeling that this could also be one of their largest locations. Because of Covid they are controlling the flow of customers which is great. It was pretty packed on Labor Day because of the sale, but luckily the line moved quickly. But because of the crowds, once inside it's impossible to get help. I asked an employee if someone could help me 'when they got a sec' and he sharply replied that no one would help me in one second because they were busy. Understood, but that's just an expression people use. Most things at West Elm are a large purchase, and if you don't have help (figuring out different sizes, ordering schedule, various color swatches, etc) it's really difficult to pull the trigger. We later went to the Crate and Barrel up the road and the West Elm Flagship in NYC and were met with much better customer service at both locations (both of which were also packed because of labor day sales). Because of that we ended up making purchases there. I think if they hired more employees it would be a better experience! But, if you don't need as much assistance or just want to look at things for an idea this is a great place for furniture. read more

Beautiful store and great service. Phenomenal selection. Prices are very high! Busy on Saturday with customers and traffic on Route 17.

Sales Service was ok. The Nightmare began immediately after that when they rescheduled our delivery date 3x and unlimitedly neglected to contact us even though it would not be delivered. It was three days before Christmas, and the staff, mostly Jennifer and the manager, could not complain about their incompetence; my family would be without furniture for Christmas & New Year. She was just so unprofessional to the point we had to block our phone numbers to get her on the phone for an update as she lied and even offered us a loner that was never going to happen. SHAME ON WST ELM!! Stay away. They just don't care after you pay read more

I ordered two chairs and an ottoman on Sept 23, and was totally mislead and lied to regarding delivery. I was charged within 48 hours, and my tracking showed the items were in transit, but the "estimated" delivery date of mid October didn't change until that date passed, and then it was two weeks later, now it says Oct 30- November 17, but the store says the item was shipped mid October and takes 4-6 weeks, so best case November 15 and worst case next year. The store won't cancel the order until it arrives, so can't get a refund until it gets here. They won't deliver the chairs that are here until the ottoman arrives because they don't want to incur two shipping costs. DON'T ORDER from West Elm if you expect truth in advertising and don't have enough money to lay out for an alternative purchase while you wait for a refund. read more

As an avid shopper of West Elm I was quite disappointed to experience poor customer service at this location as it's one of the nearer stores to my home. I must have browsed in this store for about 45 mins without greeting or any offers of assistance from the staff. I planned to stage my dinner table and was able to find some of the products I liked on my own. I love West Elm style, the quality of the furniture and decor, so I had no issues with the items found. I may have waited 20 mins to check out and I was the next person in line. The store appeared to be fully staffed however no one bothered to go beyond their own pondering to complete a sale transaction. When I did check out the cashier was not the best in assisting with my rewards credits. I have gotten great service in the Chelsea store, they could take lessons on providing customer service and sales. read more

Writing the review here as this is where I purchased everything. WSI is a disaster and by far the most incompetent company around. They do not stick to timelines, and they cant seem to differentiate shipping to a delivery in Miami Florida from Denver Colorado. Additionally, if you want to schedule a delivery you have to hold their hand every step of the way and call each day. I could go on and on and on but it is far to difficult to articulate here! read more

I generally enjoy the furniture browsing experience at west elm and this one is no different. This seems like a large location so the selection seems good and you can get a good idea of their offerings through their displays. The location is pretty abrupt and can be easy to miss on Rt 17. The parking lot is odd (few spots in the front that seem tight and competitive) but the main parking is in the back. In the summer months, there can be quite a line to get into the store. Would recommend going during the week/during off hours when it's less busy instead of the weekends. read more

Love this store It's a nice large one The items sold are lovely and well made although pricey read more

bought a fairly expensive sleeper sofa (Harris model). It took a long time to get it and it was very difficult to coordinate delivery. There was very little flexibility. When the sofa arrived, the seat cushion was very hard. This was nothing like the sample in store. When I tried to get it replaced, I was told to live with it and break it in. I brought back to the store to show the manager and compare it to the floor sample. I was told the floor sample had been there for almost 2 years and my cushion was fine. This seems like a bait and switch operation. I would never have bought this sofe if I thought it was going to take months before it was comfortable. I will NEVER shop at West Elm or any of the Pottery Barn stores again. I just don't trust them. read more

I recently moved into an apartment in September. I ordered a banquette a custom item and after patiently waiting the day before delivery I was informed the leg on the banquette is broken and a replacement would not be available until March. That would be 6 months wait time. I'm so disappointed. I will never purchase furniture from here. read more

Stephane was amazing to work with. He was so patient and gave few variables / options to outfit my space. Truly a gem to work with. Highly recommend. read more

While my wife and I absolutely love west elm's mid century modern decor, the service we've come to receive here, much like Crate&Barrel is less than stellar. I'm not sure if it's because we're younger, or because we're a same sex couple, but our business should be valued just as much as a middle aged, or heterosexual couple who comes in to furnish their home. Although, we are late 20-somethings, we have spent nearly $20K preparing our first home, and no matter the price, we should be treated justly. We've come to purchase online, because it's more pleasant than the ill feelings we've been left with, having dealt with in-store associates. read more

TL;DR - Ugh, HARD PASS. Go here if you like being mistreated by rude employees. We'd stopped in because we're re-doing out bedroom. First off, nobody even acknowledged us until we went looking for someone 15 mins after entering. Then, we were sitting on one of the beds to see if the height would work. And Brittany was extremely rude, asking us not to sit there & "ruin the display". Seriously? Why would I stop by a store if I can't try the products? At this point, we left. And I will never spend a dime at West Elm. Crate & Barrel is always an exceptional experience. read more

The staff here wasn't even my issue. I thought the selection and guest service at this West Elm was fine. However, the guest service at West Elm promised us a delivery date close to when my partner and I would move, and this wasn't the case. We bought a sofa and coffee table on April 24th. This West Elm location promised that this would be delivered close to our June 1st move in date. This was the only furniture store to promise this since delays had been for months in every other store. They even went as far as to say that everything was in stock, so they anticipated no issues. Here I am July 13th with no couch or coffee table. I understand delays happen, but why was this promised? Why is that everytime I contact West Elm about this issue, I get a different person responding to me each time, therefore no solution is given other than " your in-home delivery appointment was scheduled." If you're going to shop here, make sure to expect less than average guest service from West Elm. read more

I purchased a 9 foot by 12 foot rug. I was not told that the delivery personnel would not unwrap and unroll it for me. This needs to be communicated to the buyer. I was physically unable to do so I paid neighborhood boys to do it. I'm sure I'm not the only senior to buy a rug. BUYER BE WARE. West Elm will dump it in you living room, then it's up to you. read more

Not the best customer service . If you're in the area in would be worth driving to the NYC Broadway location instead. Larger store , better selection. read more

We went to the Paramus West Elm store mid July to order a custom harmony couch. A lady by the name of Anita from the Paramus store showed us around the store and sold us a dream which has turned out to be a never ending nightmare. DO NOT. I REPEAT. DO NOT BUY ANYTHING FROM WEST ELM. We were told our couch would arrive at the beginning of August and mostly likely earlier then expected. We are now sitting here in our brand new apartment with no living room furniture for 5 months. Every time we check the online status the delivery date gets moved back and every time we call the customer service center they give us false promises and tell us we will receive an update in a few days, but get no calls or response. This company is a scam. When it came to taking our money they had no problem doing that, but now when it comes to delivering on our 4k dollar sofa they don't care. Customer service blames it on covid closures but looking online at reviews on Twitter and other websites this has been going on long before covid. Save your money and spend it elsewhere please. Wish I would have know beforehand. read more

Up until recently, this would have been a 4 or 5 star review. I have ordered several items from them in the past and I have had no issue. This changed over the past few weeks. I ordered a custom two piece sectional over 10 weeks ago that was originally due to be delivered between mid April and the end of April. The estimated delivery kept getting pushed back, which is fine give the current situation. I called the first week of May to make sure the item was still going to be delivered, and indeed I received a email confirmation last week to set up a delivery appointment. Less than 24 hours before my appointment I was contacted by the delivery center, that my item had not arrived yet and I would need to wait till all items are received. Seemed unusual, however I wasn't in any rush to receive my sofa. This has now happened an additional two times and the customer service department cannot give me a clear answer to why. They have charged my credit card and now I still don't have a clear answer to when I will receive my shipment. I am close to initiating a charge back and probably will never do business with West Elm or any of her sister brands as a result. Their customer service has not been helpful to say it gently. I have called 5 times before a supervisor was even willing to review my account and admit their fault in the issue. read more

Paramus store -- Terrible service. Staff is rude and completely unhelpful. I really hope they work on commission because the sales woman with the iPad and ear piece who would only point in the general direction of the requested furniture and not physically move her body to actually show the item missed out big time. Her reply was you can look it up on line! If I wanted to look it up on line I would have stayed home! Because of her the nice sales lady at crate and barrel got the commission for selling much nicer sofa, chair, dining table and chairs. If you are smart you will stay away from west elm in Paramus. read more

We bought the leather Haven sectional in December 2019. By late January 2020, the middle cushion was wearing far faster than the rest of the couch. By March it looked as if the middle cushion was years old with cracks and peeled leather. This couch in INSANELY comfortable, but the leather is so cheap and our new couch looks like a piece of garbage. Customer service for West Elm is ATROCIOUS. We called months ago and spent roughly 30min on the phone with a service rep who then apparently never escalated our request. Then I called again recently, went through the entire process again, just to be told a week later via email that our request doesn't fit their parameters. Nothing else, just "doesn't fit". I will be sharing this with everyone I can. DO NOT BUY THE LEATHER VERSION OF THIS COUCH. While it is the most comfortable couch I have ever purchased, we wasted our money and now have an old looking couch that continues to peel off the leather. I would recommend the cloth version or finding another company. West Elm is the worst to work with. read more

west elm - Furniture Stores Near Me - Paramus, New Jersey

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The reviews about rude sales staff are accurate. No one acknowledged us while we're browsing (early morning/not crowded). We went in to look at beds. In the process of sitting on one of them to check the height, Brittany tells us to not mess up the display. There was no 'how are you finding everything' or any other normal customer service provided. If you're in the area, avoid this West Elm as there are many other stores where you'll get much better treatment. read more

West Elm has become my guilty pleasure in the last few months. I recently bought a house, and it just seems like everything in this store is a perfect fit for my home! Plus they've been collaborating with local artists lately, and I love being able to add a touch of Jersey in my decor. They display the contact info too, so if you're looking to follow an artist that meshes with your style, they make it so simple. It's a bit of a pain to battle the Paramus traffic on 17 to get here, and since it's a shared lot with the Container Store, it's always crowded -- especially on Saturdays. But the friendly, helpful service and the great layout of the store makes it worthwhile. They always have a lot of the online merchandise on display in-store, and a lot of it is even in stock. The salespeople are pretty patient and helpful when it comes to the barrage of questions I always throw at them. They've assisted me in ordering some larger furniture, and they've helped me choose matching decor accents to scatter throughout my house. Plus their stuff is expensive but always goes on sale -- just be patient, and everything seems to go through a 20-30% off cycle. read more

I just came back from the store. The store mgr, Maria, was more than understaning of the situation and provided a full refund. I only wish the store reps were better at dealing with customers and more polite. After all, Maria fixed the situation and I wish she was at the store last Saturday to help us with it sooner. read more

Ok, so West Elm's latest addition isn't nearly as large or as good as their location in Chelsea (the only other one I've been to)... but it's got a few perks. 1. It's West Elm. The perfect fusion of modern and earthy design for furniture and home decor. Clean, angular lines with a few tree stumps thrown in along the way. Everything is very simple, product and store design. My favorite part is its complete lack of floral patterned sofas or anything resembling the "country" look which seems to fill a lot of department stores. 2. It's right near one of my jobs, which I'm sure doesn't matter to you, but it gives me something to do if I have a long break. 3. It's next to Starbucks and the Container Store. So if you're in the mood for coffee or... containers, you're in luck! BUT... like any other West Elm, it is a bit pricey. Those nifty tree stumps (used as end tables) will run you $100 each... Does anyone know of a nearby lumber yard? Then you start to realize you really don't have a lot of money at all and you just spent $5 on an iced mocha at Starbucks and $8 on wrapping paper at the Container Store AND, well, you could go to the IKEA right down the street instead... Maybe if their sales people acknowledge me next time I will be in a better mood to buy. read more

I love West Elm. Sure its a BIT pricey, but it is far and away the most affordable option for the look. For those not familiar, West Elm specializes in a high quality furniture and home accents with a very urban minimal style with accents and accessories that incorporate natural elements, reclaimed materials and/or Global marketplace designs. I find this location to be superior in terms of service to the Manhattan location I had previously visited. The salespeople have always been friendly and efficient. I have never been talked down too, even though it is pretty clear from my Old Navy jeans that West Elm is on the high end of my budget. The space is very nice, with the typical West Elm airiness. Paramus is rather small, and has a bit more limited selection. If you use their credit card, they have an incentive program where you receive 10% back in the form of store credit. While this is nice, you have to use all the credit in one trip (sometimes difficult to do, if you have just made a big purchase). Also, if your purchase goes over the certificate amount, you have to pay for the balance on the West Elm card. Still, it's a nice incentive. One star deduction: they had sold out of the table I wanted, but assured me that they would be getting it in stock in 3-6 months (which is why they couldn't sell me the floor sample). I asked if I could get a curtesy call when the table was back in, and the girl said "sure" and took down all my information. I never got the call. Fortunately I was checking the website, and figured it out on my own. I later found that that girl no longer worked there, so I assume there was just a communication break. read more

i would give this less than 1 if i could. They did not honor the price they quoted and even confirmed by email I went to the store and purchased a sofa for $999 and was told if I spent over $1000 it would be 25% off, so I bought a $5 candle as well. I paid for this purchase and even received an email confirmation regarding my payment. I then received a voicemail stating that in the very fine print it said that the 25% off discount did not apply on special order sofas and they would have to charge me full price. This was roughly 5 hours after the purchase was (I thought) completed, they changed the price on me. Not cool. read more

Probably the worst customer service ever. I normally don't write reviews and I'm not quick to pull the trigger and submit negative review, but I share my bad experience. 1 - we paid top dollars on what seems to be high quality product. The sofa we bought less than 6 months ago is falling a part. The pillows look like hell since west elm used cheap materials. 2- we are still waiting for one more unit For the last 4 months. They shipped the wrong product and customer service is useless. We called them 10 times and we don't seem to get any valid reason why the product was not shipped and why we are getting charged for it. Do yourself a favor and shop somewhere else. read more

Horrendous customer service. They don't return phone calls after leaving messages. They promise to call you back for a follow-up but they never do. They said shipping arrangement was completed, but later they update you with a new schedule and blame you for not picking up the ONLY phone call they made during the entire communication to do the confirmation. Once you place an order, they care you NO MORE. read more

Here is a tip: if you looking for a dinning table and love west elm designs MAKE SURE YOU PLACE THE ORDER 3 MONTHS IN ADVANCE. Me and my wife went to multiple west elm location (ny & nj) trying to locate a dinning table...every location gave us different info as far as the wait list and surcharges....oh yeah there are surcharges involved if you want to order something not available in stores. Overall disappointed and wont bother spending any more time looking at their lines when nothing is available or gets discontinued fast. Shame. read more

Good in between option if you are ready to graduate from ikea but not ready yet for boconcept. Spacious and airy location is definitely improving their displays. Salespeople are so nice that they told me that all beddings are going on sale 20pct next week. read more

Great store, Linda is the most helpful person ever. She can help you design the perfect setup for any room. I always go to Linda every time I've been in the store. read more

I absolutely love this store! Not only is their furniture and accessories right up my alley, the prices are decent for the quality and the customer service is excellent! The best time to shop is on weeknights when it's nice and empty...great for undivided attention from your sales associate! You can get spoiled big time if you're lucky to be helped by Linda, John or Marissa (as you can see I'm a frequent customer :p). And their customer service over the phone is also great! I like to browse through all the furniture, bedding and accessories that are on regular price first and save the sale section (a small corner in the back) for last. I get so excited when I find such great buys like my rope stripe bedding (king duvet cover, 2 pillow cases, 2 euro shams) all for under $50 and throw pillow cases for $4!. I am also a happy owner of 8 Garvey dining chairs, Bicolor linen window panels, Jute/poly roman shades, and the Square arm sofa and chair! Plus, if you make purchases with their West Elm credit card, you receive 25 design dollars for every $250 you spend! Just the other day I used my 25 design dollars for an online purchase on a $30 queen box spring mattress cover (marked down from $80)... SCORE!!! And every now and then you receive discount notices via e-mail like a coupon for an additional 15% off purchases! read more

Ughh why do they have to be so expensive I went to the store the other day and it was like heaven on earth Staff said hello and let me browse without harassing me read more

ask for JOHN... or anyone... but ask for JOHN. he's well-versed in west elm products making it easy to furnish your place. Shopping with him was an easy going experience. He made the process more collaborative, rather than salesy. We shared our budget, vision, and timeframe and he provided multiple options for us. John was genuine and truly cared for the future look of our home. ask for JOHN read more

This is my favorite furniture store. Modern and stylish - they stay relevant and basically every piece of furniture I ever purchased was either from this store, or used from someone who bought it from this store. The stuff holds up over time, so while it's on the pricier side, I feel like it's just worth it. Some things like a fork and knife for $50 are crazy but long term pieces like a bed set, desk, table, are usually worth the price tag. Also - Linda is my favorite. I look for her advice on just about everything I buy. read more