As a regular customer of the company spending well into the 6 to 7 figures between me and my firm. I would say the staff at this location has been the worst experience. The staff in Ny are much better trained and shows with customer care and service. I would save anyone's energy and go directly to the redbank location for a better in person experience if your in central Nj. 20minutes of walking around and slowly browsing each section without ever being approached or even greeted must have been a first time for me. To anyone in the area. Its staff like these that make brick and mortar stores close. read more

West Elm is nothing but a defunct Pier One in a tuxedo. Tepid designs tethered to exorbitant pricing brings an ironic smile to my face as I wander through the ho hum assortment of veneer bookcases and canvas sectionals that might look really smart on the set of a Friends reunion. Fantastic, there's a Danish (not so) Modern platform bed, maybe I can sleep off the boredom. read more

We bought a king size headboard on 5/2/23. We asked if we could expedite it and were told it was unable to be expedited because they are making it, it's not stock that's stored. We were told it would be 6 weeks. We received an email saying that our order was ready to schedule delivery, and we scheduled for 7/6/23. Day of, we received a text with a tracker to watch where our delivery was. Our headboard was expected to arrive at 8:10. We watched the tracker come down the highway, and go past our exit. We received a call at about 7:50 saying that our order was lost, they were unable to find it on the truck. We were told we'd get a call within 72 hours with answers and/or a resolution. The 72 hours passed and I did not receive a call, so I called them. The person I spoke to was apologetic, didn't know what happened. Sent an email for someone to get more information and call us the next day. No one called. So the following day I called back. Also a friendly/kind person on the phone, apologetic. Said she would email her supervisor and the supervisor for shipping and scheduling to try and get someone to give me some information. Never heard back from them, but did receive a call the following day from the depot saying they found our headboard and could schedule delivery again. Chose 7/22. I specifically asked if it's our headboard, the original, packaging not damaged, and they said yes. Morning of 7/22 we call West Elm, and we are assured that they can see through the system that our item was put on the truck and will be delivered. Our delivery window was 8-1. At 12:30, my husband calls bc there's no sign of delivery. He is told the item is lost again, they never had it, we shouldn't have been told they have it, it was never on the truck. I call that afternoon and speak with someone, also very kind. I explain the situation and ask to speak with a manager. She is very apologetic but says she can't transfer me to a manager, but she can send an email. So she typed up an email, and then tells me we can schedule a replacement if I'd like, but it'll take 6 weeks again. I again ask if there's any way they can expedite it, she gives me the same answer that they have to build it and ship it, so no, that's how long it takes. It's due to arrive in September. She tells me when I receive the new one, I can call to ask for an appeasement for my troubles. I don't hear from her manager. A few days later, I receive a voicemail saying they found our original AGAIN and that it's ready to be delivered AGAIN. I call back, and this person was not kind and friendly. She was clearly annoyed with the fact that I was (kindly) asking if this was actually going to happen this time, and if there was any way I could get a more definite answer. We scheduled delivery for 7/29. She said she'd go ahead and cancel the replacement and I asked her not to, because I had no faith the headboard was actually coming this time and I didn't want to push out delivery any further. I would cancel the replacement once we received the original, if we did. Once I got off the phone with her, I called the depot to see if I could get an answer from someone who could maybe put eyes on our headboard. The gentleman I spoke to was very kind. I asked if the delivery guys could send him a picture of my shipping label on my package as proof that it exists, and then he could tell me he saw my physical package. He said he could do that and call me back. I never received a call back to tell me either way. On 7/29 we finally received our headboard! It is beautiful and is in fine condition. On Wed 8/2 I called to cancel our replacement order and ask for the appeasement, as I was advised to do. I was told that the headboard was on its way to the delivery depot, so she couldn't cancel. I said there's no way bc I just placed the order for the replacement on 7/13 and I was told 6 weeks, this is probably a mixup still from the original. She said, no, this is the replacement. It's due to arrive tmw. And she couldn't cancel it or ask for the appeasement until that headboard was received from the depot. So I'd have to call back AGAIN. So not the next day (8/3) as she said, but on 8/7, I receive the email saying the replacement headboard is ready for delivery. So I call to cancel it and ask for the appeasement again. This person on the phone was very kind, and she was able to cancel the replacement. Her supervisor told her that max she could do for the appeasement was $101. I asked if we could please have the shipping fees covered, which was $169. She said her supervisor said $101 is the max they can do and they won't budge. Which is honestly not enough for all the hassle I went through with this order. I will never order from West Elm again. The ONLY reasons I'm giving 2 stars is because 90% of the people I spoke to were very kind, and we do legitimately love the headboard. read more

Gorgeous classy and creative furniture and decoration items (bedding, lighting, dinnerware, candles, etc.) with a friendly staff, ample free parking, etc. The clearance section is at the back of the store on the right side. read more

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I am very disappointed and frustrated with the experience that I an having at West Elm. not only have I fully paid for furniture that is months late but I was refused an opportunity to speak to a supervisor. I also have written 3 letters and have not had one response. As a businessman I am sympathetic to staff or supply issues but not to the poor and unprofessional treatment that I am experiencing. read more

I need to give a huge shoutout and thank you to the folks at the West Elm store in Princeton Marketfair. Every salesperson was amazing and very helpful. When we noticed that the items we'd been considering had gone on sale we knew it was time to get them. Erin and Luis were wonderful. Erin confirmed that in addition to the sofa, they had the coffee table in stock and they offered the floor model for the console table which enabled us to transport everything with a single truck rental!! They were so enthusiastic about our project and we loved the whole purchasing experience. Everyone at the Princeton store is terrific and West Elm is perfect!!! read more

west elm took my online order for comforter and shams last year. After comforter was delivered and could no longer be returned I was told shams would be on backorder for six months. Was just notified order for shams was cancelled by them and could not be fulfilled. so now stuck with very expensive item that is useless. West Elm IS a sham. Will never do business with them again. read more

Very disappointed in the customer service at West Elm in Princeton, NJ. Unfortunately, this is my second time in this store at this exact location with the same experience. Went in this past weekend to look for living room furniture that I seriously thought I would purchase in store after a few questions were answered. I never got the chance to get these questions answered as I was never approached or given a chance to inquire. One saleswoman said hello after I'd been in for about 10min. I asked for color samples and she directed me to the right location to look for them, offered to meet me over in that location shortly, but never showed. As I browsed through the swatches, I was approached by 2 other salespeople who needed swatches for themselves for other customers. I excused myself so they could find what they needed. I was barely given the time of day by the one male salesperson. The sales lady did ask what color I was looking for and attempted to help find it. When she couldn't locate the color, the help stopped there. She never inquired about what color family I may be interested in or even what furniture piece I was interested in. This store has multiple color shades available in couches. I'm pretty sure I could've been persuaded to look at a similar color and found what I needed had I been helped a bit further. After a second round back to the couch of my interest, there were 3 cashiers behind the desk (all seemingly busy although no other customers were in front of them checking out). Not one 'hello' or 'can I help you' was offered as I browsed the display directly to the right of the counter. Eventually, I asked for help from a gentleman behind the counter. He did answer a few questions but did not delve any further than what I asked. He then proceeded to ask another group of customers if they needed any help. So in total, I spent about 20-25min browsing with 4 salespeople interactions in this store and still left with no furniture after I was confident I would purchase something. Let's be clear, I will not be returning to this location again or recommending it to anyone looking as the customer service is poor. I did consider the fact that I am African American and possibly this was the issue with getting assistance. But I've seen other reviews with the same complaints so there's an obvious problem here that needs to be addressed (from whichever standpoint the issue arises). With so few in-store shopping options available, I would expect customer service at such a "high end" furniture store to be excellent. This was the exact opposite. I've received much better service at less expensive furniture stores. I would assume that the staff would be trained to at least attempt to draw people in to feel comfortable looking around and eventually purchasing. West Elm states that they offer design services and such but simply getting a "hello!" Or "May I help you?" seems to be a bother. I'd leave 0 stars for this review if possible. I have an entire bedroom set and several accent pieces from West Elm which I purchased online (sight unseen) bc once again, when I looked in store, I was ignored and never helped. I am very happy with my purchases but completely second guessing ever purchasing from this store again, whether it be online or in store. Do better. read more

Scored the jackpot and received 20% off all purchases!! Store layout was adorable. Staff was attentive but also gave you space to shop. We accidentally lost my nephew's water bottle and they helped us look for it. read more

This location is horrid. I came from the store in Red Bank looking for a specific piece of furniture. I was told "yes, they have it there! Enjoy!" (Props to the RB store...they're great). When my fiance and I got to the Princeton store, though, we were told "oh, sorry, we sold it". Really? In less than an hour they sold something that had been put on hold just to make a sale. The attitude I received when I brought that up was haughty and arrogant. They're a lower-tiered Pottery Barn knock off...check yourself. read more

While I have found the employees at this location to be helpful, my overall experience has been terrible. The quality of two separate purchases was less than par. The West Elm customer service department is rude, unhelpful and if you have any quality issues, the "might" reluctantly accept a return, but you eat the outrageous shipping costs. I've attached a photo of my couch within 20 minutes of delivery after the first and only person sat on it. Customer service answer: it's supposed to look like that. $1200 for complete trash. Will cost me $400 to send it back. Insane. Next time I will wait and try Joybird. Don't even get me started on the cheap laminate dining chairs. Funny, they look pristine in the showroom. Customer service answer: we pay those people to make the furniture look great all day. I wish I never made these purchases. read more

west elm - Worst quality ever. Customer service was useless and said that's the way it's meant to be. two saggy rear end dips? For $1200? Cuckoo - Furniture Stores Near Me - Princeton, New Jersey

This particular West Elm location is hit or miss. Sometimes the staff is helpful and friendly and sometimes they're not. I have had both positive experiences and mediocre ones but luckily none have left me never wanting to go back. I find it helpful to check out the website before going particularly when viewing furniture swatches. In the back there is a very large sale section where I've found incredible steals. read more

I went to this West Elm location because I was on a business trip. It so happen to be a 30 minute drive from my hotel location. This place was awesome, I was acknowledge by the staff as soon as I walked through the door. The person that assisted me was extremely helpful and helped me design my space to make sure the sectional I wanted met my needs. She helped me place my order for the large 4 piece urban sectional. I received a call 5 days after placing my order to schedule a delivery. My furniture arrived in perfect condition and it was just what I was looking for. Thanks West Elm!! read more

west elm - Amazing!! - Furniture Stores Near Me - Princeton, New Jersey

Store has some decent selections. Service leaves you wondering if you want to spend $500 or not. Especially the manager didn't seem to care about losing your business. I guess they have other priorities in mind. read more

I went to purchase a sofa and the entire staff was extremely helpful and knowledgeable. Erin was able to help me set up my room and I ended up buying more than I expected! Highly recommend this location. Thank you Princeton West Elm read more

I've been a LOYAL west elm customer for years, in fact almost everything in my place has at one point been from west elm or sister companies. However, 6 weeks ago I purchased a large sectional for my new home that was said to be delivered within 2-4 weeks. As you can see it's already 2 weeks behind schedule and after many, many calls and A LOT of misinformation, I am being told it's delayed another 2 weeks. After speaking with over 4 representatives and managers, I called the West Windsor store where I originally purchased over $4,000 worth of furniture in hopes that they would assist me. I spoke with Ellen the manager, who after telling me would call me back but didn't, said that the most she can do is send an email to management to escalate my issue. When I asked how I would be compensated she told me I could cancel the order?!! I'm all my years of ordering, I've never had a store manager tell me to cancel the item without even trying to assist. She was dismissive and rude and completely unprofessional. I will never again purchase a single item from West Elm after being treated this way over and over again. Extremely disappointed read more

Purchased 3 pieces from West Elm with CASH at the retail store. At the store they took my cash and made me purchase gift cards in order to make the purchase. Now that I need to return a piece I am being told that I cannot have my cash back only a gift card. I was never told that I would not be able to get my cash back, the purchase is over $900!!! No one will help me get my cash back and I am very upset! Buyers Beware...don't buy from west Elm ever with cash!!! read more

I love West Elm but unfortunately this location sucks. I went in seriously looking for dining room furniture and no one acknowledged my presence or asked if I needed help the entire time I was there. Not even a smile hello. No other customers were in the store. I was turned off and ended up leaving without purchasing anything. read more

Let me start off by saying that I am giving them 2 stars because West Elm designs are great. The staff at this location however are not so great. I have been in a few times and each time the sales staff has disappointed me. One time they just stood around talking to one another and completely ignored my presence. I was the only one in the store and standing very close to them looking at merchandise. Another time, I asked a lady about items on a shelf listed as 20% off and she replied "oh I don't know, I would have to check." She then walked off. I guess they are just not interested in making money at this location. Let me also add, that I tend to dress very casual when shopping. Hopefully this isn't a case of judging a book by its cover. If so, too bad for them. Anyway, a big thumbs down on the customer service here. West Elm, train your employees for better customer service because your merchandise is good and you guys are losing out. read more

Worst customer service ever. I've spent thousands of dollars there between shopping online and going to the Princeton Marketfair store. I love everything in the store. When I made a massive purchase of multiple large mirrors, wall art, and other small pieces of furniture over the summer, I had tons of problems. No free shipping. I tried to order things in the store - many things were unavailable and items on the floor could not be sold to me. When I opened one of the mirrors I ordered, it was CRACKED. I called the store and was told to bring it back in and have it reordered. When I managed to get it back in my car and drove all the way back to the store, they gave me a hard time about returning it and told me no one in the store would have told me I could return it! They eventually replaced it after days of going back and forth over the phone. Other things I ordered - paintings, a coat rack - were chipped and damaged, but I didn't even bother contacting them again. For Christmas this year, my significant other ordered me some items and paid to have the gift wrapped. When he picked them up, they were not wrapped. He was told that they don't offer that service. When I went to exchange a few of the items he bought me (but didn't want to ask him for a receipt) I was told they will take nothing back without a gift receipt and will not even give me store credit. fter spending thousands of dollars there, I earned a $15 reward, which has since expired! They are awful! So many of their employees have been rude and unaccommodating. It's not even worth shopping there. I'm looking for similar things to the ones I wanted at other stores so I don't have to shop there again. What a terrible way to treat loyal customers. read more