Front desk girl was so rude and unhelpful, which is a shame because they have such lovely things

Came here looking for furniture, but i guess nothing piqued my interest. I guess the style and the inventory that they were carrying didnt suit me... read more

See all

It's big, nice and quiet, but at the end of Hoboken where it's not super convenient to get to or to park. I'm giving four stars because the employees were very nice. They took my rug I purchased online and allowed me to do an in-store return. It was an easy process (except that I wasn't refunded for the $35 I paid in shipping... I get it). They should definitely update their hours, I came around 730 since it was listed they were open till 8 PM. They actually close at 7 FYI! If you're looking for a quiet WestElm to shop with good service, I would definitely come here. Their location in Chelsea is wild in comparison! read more

We recently made an appointment with Design Consultant, Michael Selva, from the West Elm store, in Hoboken, as our son was moving into an apt., in town, and we were very unclear as to how to design the space and figure out furniture options. Michael arrived punctually for our appointment, with a smile and an eagerness to assist and clarify all questions we had for him. He was so professional (refreshing in this day and age), well spoken, clear with options and answers, and super patient. He made our experience with West Elm and purchasing furniture / designing the apt. space so pleasurable and time saving. Thank you Michael and thank you West Elm. This service is a gem. Lisa and Brian Hoboken, NJ read more

Do not come to this furniture store or just any west elm altogether. I ordered a couch from here and they lied to me telling me that it would come in 3 months but ended up I waited almost 6 months. Let alone the quality of the couch is completely not the one I tried at this store, the one in the store came with very soft pillows and cushions that you didn't want to get out once you sat there, but the one they shipped me used different cheap materials with probably different factory that is hard like some cheap made furnitures. And 3 out of 4 of the legs are crooked and I had to chase them many times to have them send a person to come fix the legs. Whatever they display at this store, they sell you a same looking couch with way cheaper quality from different factories in Asia. Even my friend tried it at the store and told me that the one I have feels like trash. read more

I purchased a large sectional from their store (build your own). The sales rep on the floor placed the order (and probably got a commission from it). The net price was ~6K. In the months that followed, we purchased a large rug (~1.5K) and multiple linens and duvets as well (~1K). Long story short, the sectional was defective. It wasn't until the sofa had been used for some time that it became apparent. Other than this flaw, I was generally very happy with the piece. I simply asked that they attempt to repair it and make things right. The minute that I had a problem with the sofa I went into the store to ask for help. Thus began a pathetic cycle of incompetence, ineffectiveness, and unaccountability. The store General Manager, John Castro, referred me to online customer service, claiming that there was nothing that he could do to help since it was a custom order piece (never mind the fact that the transaction took place in the store). Zero problem solving. Zero customer solution mindset. He completely passed the buck. Online customer service was downright hostile. I fought with the person for well over 30 minutes. I finally had it escalated to a supervisor, Jennifer King-Malee. After considerable pushback and more of the same, she finally concedes and submits the item for repair. What comes next is probably the most offensive part of the entire experience: her repair team blames me for the defect, saying that I am somehow responsible for this and that they will not be able to help resolve this since it fell outside of their approved service period. But the toxic attitude and lack of awareness is what really gets me up. is pretty. Zero customer. I've never been treated with such a careless attitude after spending so much money at a store. It's actually rather bewildering that they care so little about trying to resolve their customer's problems. My message to any would be customers is to steer clear. Check out their Yelp reviews and you will see that my experience is the norm, not the exception. While they may have nice furniture at an affordable price point, they have NASTY attitudes and an unforgiveable lack of training. Should you ever have a problem with your purchase, don't expect them to lift a finger or go out of their way to help you. This is all very unfortunate because the Mrs and I had been eyeing a bedroom set and multiple additional items from there. After having such a horrible customer service experience I can safely say that we will NEVER buy another item from them. Congratulations, West Elm. You turned a loyal customer into an irate one who is going to go out of his way never to shop with you again. read more

west elm - Defective sectional image 1 - Furniture Stores Near Me - Hoboken, New Jersey

Please think carefully before ordering anything from West Elm. Not only are you paying a service fee when delivering to the store but the delivery date are extended without any notification and when you call into customer service the reps are extremely rude, not empathetic, unhelpful and hangs up on you like it's not their jobs to try and help customers. I ordered a side table in April and to date I have not received any notification of when the table will be delivered and they have continued to deny me a refund so I'm stuck without a table and my money stays tied to merchandise I was promised would be delivered 14 days after purchase. You cannot treat customers in this manner and expect loyalty just because your merchandise is of decent quality. I felt it necessary to write this review because I shop a lot online from various businesses and I have never experienced this lack of empathy,professionalism and abuse EVER. read more

The best West Elm location. Sales reps are very knowledgeable and know a great deal about home decor. Purchased the best quality rustic industrial furniture. It was delivered on time too. I highly recommend this location for shopping in the tri-state area. The prices vary, but like they say you get what you pay for. I got amazing furniture. read more

See all

I am standing in front of the store. Two employees in there eating. Another woman is standing here . It is 7:23 the store closes at 8pm. We are knocking they cannot even acknowledge us. Made eye contact and looked away. Terrible. read more

west elm - 7:23pm - store closes at 8pm and they cannot be bothered. Pathetic service. - Furniture Stores Near Me - Hoboken, New Jersey

Rude and racist staff. Came in with my daughter and got weird looks and vibe from the staff. The white customers were being treated well and spoken to politely though. Love west elm stuff but won't be coming to this particular store again. read more

DONT' BUY FROM WEST ELM or SISTER BRANDS! Beyond disappointed with my experience with West Elm. They don't seem to care about the inconvenience caused to their customers which makes me believe that they're not in the business of retaining customers. My order was delayed by a few (3) months. The team made no attempts to reach out to me to communicate the delay because of warehouse issues, everytime they delivered wrong stuff and I have to call delivery man about wrong item. Staff is very rude and supervisors dont' come on phone. To add insult to injury on top of that I call into customer service and get repeatedly told "their supervisors are in a meeting" which is total bogus because when I ask when it's over the lady says "oh well uh I can send them an email but they are still in one right now".I would 100% not recommend anyone fill their home with west elm. Zero star. read more

Great location that has only been open about a week! It was very organized, clean and had a great selection of home decor items. Lots of wonderful smelling candles, beautiful throw blankets and very soft organic sheets. They also sell furniture and other home items like dishes, tablecloths, placemats etc. The entire staff, especially Steve and Greg, were very professional, knowledgeable and helpful. They currently are offering a 25% discount on everything in the store and they have a great loyalty program! read more

Just outright rude! Google hours said 8 pm. I was knocking on the door at 7:30. Both of the employees made eye contact with me but thought it was ok to ignore me. I knocked a few more times and they mouthed that they were closed and then walked out of the showroom. They had no idea why I was knocking. Did I leave my phone or wallet in the store? They didn't seem to care. read more

This West elm is one of the best. They provide high quality furniture and their customer service is great! The designer, Orve, is a pleasure to work with. The only downside is that you have to wait for a long time before your furniture arrives. But it's strongly recommended, and their delivery service is reliable and fast too. read more

The absolute worst customer service I have ever experienced. They set a delivery date and time, and I never heard from them again. Made multiple phone calls with absorbent hold times. Hung up on 4 times. No one knows where my delivery is. They had no problem charging my card after waiting over a month. I will never do business with West Elm again, and hopefully steer people away from this terrible establishment read more

Please DO NOT BY FROM THIS STORE if you want to have a piece of mind. I bought a coffee table and a rug from them and after three weeks that it supposed to arrive I found out that my order just got canceled without any reason and when I called them and stay on the line speaking with them for more than an hour I realized that the only option I have is to reorder the items and wait for two more months. I am really pissed of!! read more

Just had the most abhorrent (lack of) customer service at this store today. We went in wanting to buy a few items that we had seen online; I approached a store associate and asked if we could be helped (to make the purchase) when she was done with her current client. After some time it seemed like she wouldn't be finishing soon, so we went up to the counter where there was no line, for assistance; the same associate passed us several times, did some work at the counter for some time, not a single time acknowledging us, never setting expectations that she was still busy with a client or would ask someone else to help us--just blatantly ignored us. After waiting over 10 minutes in front of the counter, another associate freed up, just for us to be told the item is out of stock at the store, and if we want to order to the store it would cost "less" in shipping than if we order to our home. (It's not clear to me why I would need to foot shipping to the store if it's not my fault the store is out of stock.) Couldn't help but notice how other customers were being assisted so quickly while we couldn't even get assistance when we explicitly asked for it. These guys can't even be coaxed into doing a sale let alone anything else I could possibly need. Needless to say, we walked out of the store upset and empty handed, and unsure if we will even place the online order after this borderline discriminatory experience. read more

I visited the West Elm in Hoboken this weekend and was extremely impressed with the experience. Instructive story: I've been in 3 West Elms in the last week trying to make a furniture decision (don't ask). Same furniture, obviously - a custom sofa order. What finally got me to buy was the manager in the Hoboken store, David. For the first time, he gave me the confidence to buy, knowing that his team would be there if I needed help later (not unusual with custom furniture). He was also very supportive in my purchase of an item in-store that, again, I'd already seen in another branch days before. The Hoboken store is small, but - as I think about it - the things a manager can control - attitude, knowledge, presence, helpfulness, the expectations s/he creates for the staff, etc. - make Hoboken an absolute winner. read more

You get very exited when you see a large beautiful mirror where price has dropped ! I tell you my story : I purchased the multi panel foxed mirror online and they sent a scratched and dented frame with nicked mirror , they even delivered it, leaving the mirror in the buzzing area of my building , where anybody from street has access to, they should at least had left the mirror in lobby, I immediately wanted a replacement , they also offer %20 if item is defective, you think you are dealing with a prestigious company, but nope they are not, they should have offered half of price for a damaged product, I choose replacement and they picked it up last week and sent a new one today, in worse conditions, when I actually begged costumer service to check mirror out before leaving warehouse , Because I don't wanna deal with all this hassle of replacement I'm taking %20 , I feel disappointed and frustrated , this company take advantage of costumers, they should be honest and they should advertise item as second hand, or damaged , so you know what to expect. Never again WEST CRAP ELM read more

See all

One of the worst and most time consuming ordering mishaps I have ever had the displeasure of experiencing. I sent a copy of this complaint to West Elm customerservice@westelm.com back on 11/27/2017 but no one had the decency to call me back, so I figured Yelp was a good option to be heard. Went into the West Elm Hoboken on 11/5/17. Wanted to purchase one expandable dining table and a bench. Ended up mistakingly being charged for (3) tables and (2) benches. Needless to say, I was on the phone a lot with West Elm and my credit card company. The Hoboken West Elm computer system was intermittent when we first went to the store on the last day of the 15% sale on 11/5/17 so we left and the manager had an associate call me back to place our order. The associate was ill-equipped to take a phone order, placing me on hold numerous times without warning. I voiced my frustration with him and decided it better for the manager to call me back. When the manager finally did call me back I told the manager the associate took all our order info and I was afraid of being double billed. The manager assured me that was not an issue and then proceeded to ordered us (1) table and (1) bench...or so I thought. We called the store a few weeks later to inquire about the bench, since the manager told us it would take 4 weeks for the bench to be delivered to the store, and we were told the bench had arrived. After going to the store and bringing the bench home I came to realize it was the floor model! We were never told it was the floor model and we were being charged full retail price. When I got home and realized the bait and switch I called and asked "why would I pay full price for a floor model" the person on the phone tried saying we knew it was a floor model. "No, we ordered a new one and were waiting for it to arrive". I then had to make a return trip to the store to return the item. They tried to offer me a discount, but it was only a $40 difference with the 20% sale currently active at the store. So the price was not worth the visible damage on the item. Also, I was told the floor model was our best bet since the bench was backordered until the spring. That detail was never communicated to me when we ordered the item, I was told four weeks back in November. So, we decided not to buy the bench at all. The correct table did arrive to our home, but it was a bit of a hassle to arrange with the delivery company due to the numerous duplicated orders. Once the dust settled and my amex statement arrived we were shocked to see we were charged more than $2,700 for duplicate items that never arrived. Oh, the reason we were unaware of these additional items....the associate or manager spelled my email name wrong on the duplicate orders, and the items sat dormant at the shipping facility. The table should have only cost about $900. Eventually I had the overages credited back to my Amex, but not after a very lengthy detective mission which unveiled the numerous and incorrect duplicate orders. Wish that was the end, but it wasn't. In February of 2019 I received a West Elm charge on my credit card for $1,280. Seeing how I never shopped with them again, I knew this was going to be another issue. I called customer service at West Elm and was told part of my old order was in some sort of loop where the charge would magically reappear because it wasn't coded/cleared properly. The nice customer service person on the phone credited back the charges to my Amex, but again another hour on the phone. But wait there is more....after these charges were credited back to my amex I received a gift card from West Elm for about $381. A strange amount, but I figured they were trying to make amends. Wrong! After a few weeks I went to the store to use the gift card and it was declined. The nice sales woman called customer service for me and customer service said, "the customer was already credited the amount back to their credit card". Seeing how the gift card and the amex overcharge of $1,280 didn't even closely line up, my only reaction was WHAT?! My first set of phone conversations to figure out this mishap totaled two hrs, after which time it became apparent we were being double and triple billed for the wrong table, the correct table and a bench. Then all the subsequent calls were probably another 3 hours. So, it took me 5 hours to straighten everything out. read more

Will never purchase from west elm again. I ordered a significant amount of furniture off the website and they double charged me due to a software glitch. After 10 weeks of repeatedly calling the company they refuse to refund me until their programmers "fix" the problem. They admit the mistake on their end but still will not refund me a large amount of money. Do NOT trust their website and customer service has been terrible. read more

Very poor return experience at this store. Ordered upholstery online and they shipped me the products without any receipt in the box. The color looked darker than what we saw online and so we took the products unopened in the original packaging to the Hoboken store within 7 days of receiving the product. The associate who processed the return- Mary, started off extremely unfriendly as if she was doing a favor to us. She wanted the original receipt which the company had not sent in the box and instead we provided a copy of the original order printout. She eventually apologized and managed to process the return and said it was actually easier with the printout than a receipt. The proof of return was a printout from William Sonoma, not West Elm, which said "Refund amount shown is not confirmed until processed" ad that I needed to call a number if refund was not received in 14 days. In this day of quick shipping and hassle-free returns from every retailer, I will never ever order anything online from West Elm again or visit this store based on my experience. read more

I visited the store and fortunately the store manager was able to request a credit back. I've received the card via mail a week later.

So impressed by the customer service here I felt compelled to share the story. The manager (David) and team at this new West Elm location went above and beyond with customer care. I just moved to Hoboken and had an issue during the move with a light I bought from west elm. David was incredibly helpful and helping me get a replacement part. Way more than I expected. You guys have a customer for life... read more

Manager on Monday's is the worst. Tried to buy furniture in west elm and they were not in stock. The manager didn't try and get the sale by ordering for us online at the cash register when checking out on other items. Never to more than an "mhmm" or "nope" when I asked about the displayed ottoman. Try asking if you can place an order for me online. read more

Was there today Saturday, November 18. I asked if there were any more ornaments in the store. So many online. Was told no. When I asked if I could order them online and have them shipped to store sales person was very nasty. Older gentleman, glasses, striped sweater today. I believe his name ended in a y. Not the nice guy in flannel with dogs. The next sales person said no. And when I asked if I would have to pay shipping if I order it online he said yes. Then turned to an other associate and said something nasty. He didn't offer in store ordering or anything. Nasty nasty nasty nasty sales person. And I probably will not go back there. And I will tell many of my friends to not go back there. Plenty of west elms around. I would give zero stars but can't. read more

nice to have this store in the neighborhood. street parking generally not an issue. unfortunately was not impressed with the design services. the rep that helped me didn't seem to be able (or comfortable?) to get creative. still glad to have them in the neighborhood. read more