The staff here are so disrespectful and unprofessional. Hoboken store is much better.

I really enjoy this store! The staff are very friendly and available to assist you throughout your shopping experience. In a time when retailers are cutting back on labor hours and running their stores with too little staff, West Elm gets it right to ensure customers needs are always met and employees aren't frazzled and stretched thin. They carry a wonderful selection of goods that always feel fresh and current. Sometimes the style of items feels a little too style specific, but we just shy away from those items and stick with the more fluid selections to fit them into our style. I'd definitely recommend shopping at this location! They are just wonderful! read more

Nice and well organized store. Love west elm furnitures and their kitchen line. They maintain nice modern design with good quality, always makes great statement piece for the house. This is only one west elm store around my area. Parking isn't spacey but has its own parking lot infront. It looks spacey outside but it's kinda limited space inside. Generally well organized, hard to get help unless you ask the staff who works in the counter. I gave them a three stars because customer service isn't consistent, sometimes you can get good help and sometimes not. I purchased with several huge bag full of kitchen and living room stuff. I had to look for some help to move my purchase to my car, that wasn't easy at all. read more

I ordred my table in October, it is now December and am being told i won't receive it until after Christmas. Please let me know how this makes sense. No one can tell me where my table is...and no one really wants to help. This is pure garbage. If you never want your furniture ...u should definitely go to this store. read more

Do not expect help here. They are too busy doing....something else. Generally not very pleasant when hunted down.

The quality of furniture keeps this company afloat because they have THE WORST CUSTOMER SERVICE. Rude, condescending, and lazy.

The staff is very friendly and helpful but when you have a problem you have to call West Elm. The customer service is horrible. I have been having a problem with my sofa that I purchased it's pilling and it was not even a year old it looks like it's 10 years old. I have contacted them several times sent them pictures and they still have not addressed the issue. Today I called to speak to them about this and the rep put me on hold and was disconnected after being on hold for 8 minutes. I called back and told the 2nd customer service rep what happened and got her extension. It sounded like the 2nd rep just hung up on me because I asked to speak to a supervisor. I called back a 3rd time to speak to a supervisor and I am on hold for 15 minutes and still counting. I will never recommend them again or purchase anything from them because of the HORRIBLE CUSTOMER SERVICE you receive from them. read more

Be ware! They will be nice before money is in their pocket. If ANYTHING goes wrong after - you will suffer! Quality of furniture is the lowest possible. read more

Very cute store but am very disappointed at how I was treated and their return policy is disgusting. The cashier up front was extremely short and clearly pretended to call a manager in front of me. All she said was its past 30 days it's past the 30 days. No store credit or even the possibility to exchange for a different color tray. I stood there like a moron pretty much begging for at least a color change of the same item while 5 people behind the register pretending they didn't hear what was going on. This has to be the most ridiculous return policy I've ever heard of. I had the original receipt and I was 2 weeks too late of their stupid 30 day rule. Absolutely absurd if you ask me and I'm most def not coming back ever!!!! read more

I am having the absolute worst experience with West Elm and will never ever purchase from them again. I had saved up and bought the Henry sectional sofa. A sofa that is overpriced for what it is but I still purchased thinking that it was good quality, that it would last, and that West Elm would provide good customer service. Two months into having the couch and the entire thing began piling, has lint all over it, and looks like it has been used for the past 10 years. I have called West Elm multiple times about this product and have received no help at all. When scheduling a "medic" to come and see my furniture - the appointment is placed on hold or canceled without even notifying me. Therefore, I am left spending my day waiting here for someone who will never come without any notice. I will never purchase from West Elm and would recommend that others steer clear in order to prevent this headache from happening to them too. read more

I purchased a simple bench and almost 6 months later the sides started peeling off. What a piece of crap. $250 down the drain. Never again. read more

The West Elm in Paramus is well staffed and has knowledgable and friendly associates. I've been to all the locations in NY: Chelsea - Large store, could not find anyone to help. It seems there are two people working the entire store and they are always busy. Broadway - This store is huge, but like Chelsea, way understaffed. And on top of that, when you do see a staff person, they ignore you, even though you are obviously trying to get their attention. Probably my least favorite location. Riverhead - This is their outlet. Completely different staff (obvious given the location of the store) but honestly, there are more people working in this Outlet than all the locations combined. Would give it 5 stars except the non-refundable rug I bought from there (albeit at an awesome discount) had a huge stain on it. Dumbo - This location is a mix. More staff than Broadway and Chelsea, yet you can wait on line to pay for things while 3 sales associates are walking around the store fixing displays. That doesn't make sense to me. And they can definitely cop a tude but I guess if I worked in Dumbo I would do the same. At the end of the day, I would order online for West Elm's trendy yet not so great quality furniture because it fits my style and price point. But their shipping costs (and extra handling depending on the item) can run up the cost of the item. As for the stores, they are all nightmares in their own right,except the Riverhead and Paramus one. read more

I really like this store. I haven't been to any location other than this one in Paramus, NJ. It is a bit pricey but they have some really interesting designs, and they have serious markdowns on bedding when they have a sale. I especially love their glassware and entertaining items. During Christmas season they had super amazing decorations that would definetly catch the eye of visitors you may have to your home. Basically I like West Elm because it allows me to decorate my apartment like I'm a richie hipster from the 60's. It's a fun store if you are interested in retro-modern design (like that makes sense) but somehow I think it does! read more

I have purchased a lot of various home furnishings over the years from this brand; both online, in the old city location, and as of late, at the Paramus location. My review is for the people at the Paramus location. John- the store manager, the man with a plan, an all around cool guy. He goes above and beyond in the customer service area and is super friendly in the process. Think about the kind of total jerks he must encounter in Paramus on a daily basis, and he's still considerate and accommodating! Anita- design specialist, also super helpful, accommodating, and considerate. keep up the awesomeness! read more

The prices and style are great. Also, the workers in the store where knowledgable and really helpful when I bought a new couch. After that, the service fell apart. I order a couch back on Feb 3rd 2013. They said 8 weeks tops, now he I am March 18th and I still haven't received it. NO, calls, no emails to provide update. After taking my money I have to go track down my couch. So much for follow up service. read more

Today I received an email alerting me that my order for an Alexa Queen Bed had been canceled because "the price for this item was incorrect". As an "apology" west elm extended me 25% off my next full-price item. My response is "Your kidding, right?" I mean, west elm offers 25% promotion just about ALL YEAR ROUND to EVERYONE!! And, given that west elm made a MISTAKE and put me in a tough situation of having to find a bed at the 11th hour, the company is prepared to do nothing more than offer me a level of promotion that is offered to every Tom, Dick and Harry consumer who west elm didn't inconvenience? As someone who's been working in Marketing and Customer Care for 25 years, all I can say is "shame on you" west elm. read more

I love the West Elm aesthetic, but their items are usually outside of my budget. Still, I stop by from time to time seeking design inspiration. I stopped by the Paramus store yesterday looking for an item that's not in stock online, and the manager- I think her name is Victoria- went out of her way to make sure I could still receive the item at its sale price. The other associates at the store were equally friendly and helpful. It's unusual to find such good service and such friendliness in stores these days, and I really appreciated it. I'll also add that I've been thrilled with the West Elm items I've bought over the years. The Saddle Dining Chair is great for hours of studying- and the first one I ordered had a bunch of scratches, and West Elm replaced it with no issues. I have a number of planters from them that I love. Looking forward to the arrival of my most recent West Elm purchase, and will continue to visit this store in the future. read more

The gentleman working in the back of the store (freight/warehouse receiving) - helped me load my car and was very helpful! Two thumbs up for customer service read more

Thank you, Virgina!! You were so helpful to reach out to the other stores to help me find my lamp!! And then you called to follow up that the person from the Brooklyn store called me to place the order. You exceeded my expectations for great customer service and I have a feeling you are just as great everyday with every customer! Top notch service!! Thank you!! read more

I thought I loved West Elm but I have been in a customer service nightmare for months now. I purchased many items but I have been waiting for a coffee table for 4 months that will never arrive. I kept scheduling deliveries but they never actually show up. Over the last month I have spent hours on hold and I am beyond disappointed in their poor customer service, inability to resolve a simple shipment, and complete lack of understanding of the inconveniences they have caused. They promised they could deliver it today and when they did not they finally told me it is again backordered for several more months. I paid for the furniture and shipping months ago but they chose to string me along knowing it was not in stock. You would think a furniture company could deliver furniture to their customers. NEVER SHOPPING THERE AGAIN! read more

Not, not bad...but just another C&B type store, with a motif revolving around trees and more natural stylings. Overpriced? Sure! Can you find a good sale item? Yes you can. Take a look, it won't hurt. read more

DON'T BUY FURNITURE FOR DELIVERY FROM WEST ELM! At least not if you hope to see it anytime soon. We ordered a sofa and love seat from them in January and are still waiting 8 months later! But it gets worse, due to their lack of communication, or when they do communicate, it is all lies. Initially, upon purchase they said delivery would be in about 12 weeks, meaning late April. We finally got the delivery in mid-May, which isn't crazy late especially with the pandemic going on. We would have been happy if they actually delivered what we ordered but they only got half of it right. The sofa was what we ordered but the love seat they delivered was both the wrong color and the wrong style. Huh, how did that happen? We obviously had them take that back on the truck. There was no explanation of how/why they could have gotten our order so wrong. The only communication we received from West Elm was that they heard we had canceled the delivery. Uh, no. WE didn't do anything; THEY delivered the wrong item. I thought it might have just not been put on the delivery truck that day and they'd realize their mistake and get us the love seat in a few days. Wrong! They had to start building the love seat from scratch. (Again, with no explanation of why or what went wrong. And certainly there was no apology.) The new delivery date they gave us was in late July. We waited. And waited. No delivery, no explanation. In August we asked, where is our love seat? "Oh, that's not going to be delivered until early to mid-September." What? No explanation. No apology. Again, we waited. Again, they failed to deliver the love seat we ordered 8 MONTHS AGO! What gives? Now they say delivery will be in October. Do you believe them? I don't. They have already lied to us three times about delivery dates they did not meet. I'd have to be a moron to believe them again. You shouldn't believe them either. Finally, though, they seemed to acknowledge just how awful this has been by offering us a small credit on a future purchase. (It wouldn't even cover the interest on our money that they've had of ours for the last 8 months.) I don't want a credit; I want everything that I've ordered! So, you have been forewarned that this can happen to you. Do yourself a favor and shop somewhere else. I've learned my lesson already. My wife wanted to buy our new kitchen chairs there a few months ago. I agreed they looked nice but I said, what leads us to believe that if we order them we will get them anytime soon? I didn't want to be waiting 9 months to get chairs, and I didn't want to give West Elm any further business. They simply don't deserve it. read more

The store was much smaller than I anticipated, I kept saying to my husband "where is the rest of the stuff?" When I went up to the cashier counter to check out the color swatches for a couch I was interested in, the kid at the counter had absolutely no idea what I was talking about. The manager stepped up and apologized that he was short handed for labor day weekend, which was justify the kid's lack of experience. On the plus side, the bathroom is so nice and clean. read more

The managers at this store were super nice when I was in there, which is really my reason for reviewing. Some of the furniture is a bit modern, but combined with some other designers it can look great. This location is very large too, lots of space to walk around. I've been happy with the quality of the products. read more

Dealt with a worker named Anita. Extremely rude, would not let me finish talking without interrupting. Going to drive out an extra hour to the Princeton West Elm rather than dealing and giving Paramus West Elm my business. Little things can change everything in terms of customer service. read more

I love this place! I'm always greeted upon entering the store. The sales associates are are always willing to take our items to the cash register that way our hands are free! The store may be pricey, but they always have great sales & the credit card rewards help tons!!! read more

Service is outstanding. I went on a Saturday and the patience of my sales associate was commendable. While much of what i wanted was out of stock,she was able to go to the back and locate a quilt that happened to be hidden. Made my day! Showroom is awesome with tons of inspiration. I never leave without buying something! Wish they would open more locations because 17 is everyones nightmare on a Saturday. read more

I was in West Elm Paramus last weekend. I wasn't there for anything large, I really just wanted to pick up some decorative objects and pillows. I have purchased furniture at this location in the past and I can tell you for a fact the treatment you receive and the level of respect you receive when you are purchasing furniture as opposed to smaller items is in stark contrast. The store wasn't as crazy busy as I have seen it at other times but there were a decent amount of customers milling about. My friend and I were towards the back of the store looking at pillows and there was a sales associate helping a couple. The couple was contemplating purchasing a couch but were still trying to decide and told the woman as much. As soon as I saw that she was available I asked her where the inserts for the pillows were. Honestly, she seemed pretty annoyed to be stopped by someone only wanting to purchase pillow inserts and cases when she was trying to close a deal with a person for furniture just moments before. I should mention, West Elm associates receive a commission on their sales and it is a very sales driven atmosphere. I know this because I worked for them 10 years ago, but I digress. I had a square shaped pillow case and a rectangular shaped pillow case. She told me she knew they had the square ones in stock but wasn't so sure about the rectangular shaped one. I asked her if she could please check. Her demeanor was very impatient and she told me that it would be available online for certain. This one back-and-forth two or three times- her directing me to check online. That is terrible customer service. I said OK, that's great but I'd really like to walk out of the store with it today. Would you please check to see if you have them in stock. She muttered OK and walked off. My friend and I waited for quite some time for this woman to return and she never did. I decided to just purchase the cases and try my luck elsewhere or online for the inserts. When my friend and I approached the cash wrap there seemed to be no shortage of employees. However, as I stood there with my two pillowcases and hand not a single one acknowledged my presence, asked me to hold on a moment or even attempted to assist me. There was no one else online they were about five or six associates behind the cash wrap and not a single one of them was helpful or even acknowledged us. There were two women with their backs to us on a computer feverishly trying to find something in stock and I could tell they were having difficulty. However, having worked in retail... When you have a customer standing there waiting to pay for items they should never be ignored. So after about four minutes of just standing there I finally said excuse me. One of the 2 women turned around, looked at me, put one finger in the air, said hold on a second I'm doing something, then turned back around. My friends and I stared at each other in disbelief. And then we see the woman that was supposed to look for the inserts. I tried to get her attention, at this point, I didn't care about the inserts I just wanted to pay for my two items and exit the store. She said I'm sorry but you're going to have to wait I'm in the middle of something and walked away. Now my friend and I are just staring at each other incredulously. There were three more associates to the right of the register working with a couple... I'm not sure why one sale required three employees but I tried to get someone's attention again. At this point we're standing at the cash wrap for a good 7 to 8 minutes again no acknowledgement no assistance basically no respect. "Excuse me- can someone just acknowledge us here, we've been standing here for almost 10 minutes I'd like to just pay for these items." One of the women turned around and said we're busy just hold on one moment. Now, I am starting to become angry. So I said a little bit more loudly this time - that we've been standing there for an unacceptable amount of time with no acknowledgement and that it was amazing the difference of treatment you receive in that store when you are buying furniture as opposed to when you are just buying small items. This got her attention and she came over and made it a point to tell us that she wasn't on the clock but she'd ring us up anyway. Completely unnecessary information. The only thing that should've came out of her mouth was I apologize please let me ring you up. I was in retail a long time and I have been in direct sales for even longer and there is nothing more embarrassing more disgusting than watching sales people trip all over themselves to assist those they think are going to spend large sums of money while completely ignoring those who might be dressed a little bit more casually and only purchasing small things. Those same people might come back and buy a living room set. I can guarantee you if I ever shop at West Elm again it will not be in Paramus. Shame on you West Elm I thought you were better than this. read more

I love love their furnitures but poor customer service! Terrible! The guy who picked up my call was not friendly at all- made me want to not purchase anything. read more

Drove 80 minutes x 2 to my closest West Elm because after weeks of research I really wanted West Elm furniture in my new home. Ordered sectional almost $3,000 in beginnning November, with a 7 week delivery date. Checked in with West Elm customer service (have email trail) 4 times to ensure order okay, because didn't see any movement...each time they said "don't worry, on track!!". EIGHT weeks after my order they updated my delivery date of Jan 1. to APRIL 20 - MAY 5TH. 6 MONTHS!!!! Felt relieved when West Elm acknowledged this was crazy, and they offered their "Best" way to help me.... 30% off. They wanted to give me 20% off. Are you crazy? So they added in an offer to send a "loaner" couch until my couch arrived, which they assured me was "nice clean leather sofa in good condition" so I approved. What arrived was a DINGY DIRTY white CLOTH sofa with the cushions shoved in THIN RIPPED PLASTIC BAGS, exposed to the back of the delivery van, they pulled right off the floor, complete with shoppers fingerprints all over it. The store told me they do no professional cleaning, cannot verify that the item didn't have dust mites...bed bugs...any other germs. Made NO apologies when I contested I approved a leather loaner because I felt more confident I could get it clean. I asked the manager call me back...she never called me back. Due to all this debacle, I requested West Elm give me a more significant discount and expedite my couch to make it right...they would not. Cancelled my order. Wasted 3 months and 240 minutes of driving. Super disappointing as I really wanted to be a West Elm customer to furnish my brand new house. Found a lovely Crate and Barrel sofa cheaper that is delivered within ... one week! Now I recommend all my friends AVOID West Elm. :( read more

We ordered some wall art from the Princeton West Elm location but the store sent us the wrong item and charged us for shipping. Rather than covering the cost to ship it back to the store, someone there told us to return the item personally to the Paramus, NJ location, since it is closer to us and after we did that, would ship the correct item to our home. So we headed to the Paramus store this past weekend to do just that. John, the assistant manager there, was nothing short of amazing. First, he told us that we should not have to pay for shipping for the wrong item and had his store cover the shipping costs. Second, he took the time to double-check that the Princeton store actually had the correct item and after multiple phone calls, found out that it did but it was slightly damaged. Had he not taken the initiative to verify that the item was not exactly what we expected, we would be right back where we started. Third, he scoured the region to find a store with the correct item and arranged for shipping to our home. This was not a straightforward process but he took all the necessary steps and time to make sure that we would be credited for the wrong item and would receive the correct one. John should teach a course in customer service because he is truly excellent at it. If there were more persons like him, everyone would want to shop in store rather than online. read more

great furniture and style. people at register often look like I owe them money. not everyone but enough number of ppl. i've been to the store multiple times. poor experience. read more

Me and my fiance were doing some house renovations and needed a few things. We decided to go to West Elm and although it can get pretty expensive I inquired about the West Elm Credit Card. We found out we had two choices: 0% interest for 12 months or what they call DESIGN DOLLARS-for every $250 you spend you get $25. Of course since we were spending so much on renovations the 0% sounded better so we would have time to pay it off. We bought a few things totaling $1600. Since I initially had a good experience we went back two more times within a months time span and purchased 2 new rugs and bedding. I asked the associate if I could add this to my 0% interest West Elm card and she said most certainly. All the sudden I start getting charged interest and call them. They told me my purchase needed to be over $750 in order to qualify which they DID NOT tell me in store! I spent over $600 my 2nd visit and another $400 the other. Why wouldn't I have gotten everything together in one shot in order to meet this "$750" requirement so I could avoid all those ridiculous finance and APR charges? Now what? West Elm, Comenity Bank, no one could help me. They just lie or shall I say omit certain information to get the sale. Horrible customer service! My advice, go somewhere else to get honest customer service, and make sure to ask all the questions you need to before making a decision. read more

What could be more frustrating than driving to West Elm in Paramus, purchasing $340 of lighting fixtures, driving home, and unpacking it only to find you've been given the wrong merchandise? Driving back to West Elm in Paramus to return it only to encounter an unapologetic, unpleasant, and defensive manager to handle the return. Poor attention to detail in packing merchandise. Poor customer service when asked to address a problem of their own creation. An unenjoyable waste of time. Nightmare on West Elm Street? read more

Maria was AMAZING! The best customer service. She did all she could to help us get our stuff in time given our weird circumstances, and made sure to give us the best price. Thanks Maria! read more

The nice thing about the store is that it is well furnished and provides you with a good idea of how to decorate your home and stuff that you can buy. However, if you need to actually buy something, it becomes a major hassle with long wait time to find an available sale staff to buy something. I already know what I need to buy, but the cashier insist that I need to speak with a sale staff. In addition, they need to completely fire their shipping service and have someone else do it. Most furniture store will provide you with a flat $99 delivery cost for all items you buy. Obviously, it encourages people to buy more with one delivery charge. However, West Elm decided to hire a shipping company that charges $99 for first 3 items and $39 for each additional item. WTF? The cashier just coldly told me, "that's not our policy, it's the shipping company's policy." Well, then tell corporate to fire the shipping company's ass and hire the ones from Ikea or something. Also, if you want to guarantee a block of delivery time (say 9:00am - 11:00am), it'ls an additional $59 charge. They almost discourage you from wanting to buy more. Also, to make matter worst, I was trying to take advantage of the Thanksgiving discount sale, so I purchase a complete dining table set (with 6 chairs). I spent over $2,500 altogether. They cashier said that the dining table will need to ship from their warehouse and will take about 2 weeks. I had no problem with the timing since I haven't moved to my new apartment yet. I asked the cashier if they could hold on to my dining table set until I move in (approximately 1 month), and she said, "our storage is limited, so we cannot hold on to items." Again, WTF? In about 2 weeks later, West Elm called and said my delivery is ready to be picked up in the store. I asked if they could hold on for another 2 weeks or so, the lady said, "I'm not sure, our warehouse has no room, but I'll check and make a note." A few weeks later, when I was ready to pick up my order, I called to confirm my pick up, but the lady indicated that they "lost" two of my chairs. Apparently, the resold my chairs to someone else. She told me (close to yelling) that I should have picked it up with they called me the first time. Anyway, I still go to West Elm to pick up small items that I can walk away with, but they have completely discourage me from buying anything that requires delivery. Needless to say, I am completely disappointed with my experience with West Elm. P.S. West Elm is a subsidiary of William-Sonoma, who also owns Pottery Barn. Why the customer service and delivery service from William-Sonoma and Pottery Barn not carried over to West Elm? read more

Seriously the best day buying furniture ever! John the manager was so nice and helpful and discounted my shipping because he was sorry they didn't have my dressers in the store. Love this place, I'm hooked. read more

Service was a bit average when the furniture was delivered - staff were very unhelpful until senior management got involved. The do have a great range though and ultimately my issue was solved. I initially left a terrible review but I've mellowed! read more

Extremely pushy saleswoman. Ordered couch and now it doesn't fit! Customer service is HORRIBLE and will not work with me to adjust the order by exchanging pieces of the sectional with a smaller option so that it fits. I even offered to forfeit the difference in the price of the pieces (over $400) but they still didn't accommodate us. They do not get back to you after numerous requests. They are NOT a reputable company. So disappointed!!!! read more

I don't know if I'm cursed or what, but I ordered from West Elm online to save time and they sent me the wrong item 3 TIMES! The customer service people are very nice, but this is ridiculous considering I spent over $70 on curtains almost 2 months ago! Don't order from them online. read more