West elm in summit it is so cold that I cannot shop. The second I walk in I want to turn around, go home, and get into my warm bed. I would love to shop in there more but I cannot. I run hot and me and all of my friends have talked about how cold it is in this store and how we all can't shop. This is my formal request to please make it warmer. read more

Beautiful showroom but condescending staff. We are in the process of furnishing our new home but couldn't find anyone to help us here. I did need assistance and every time an employee looked over at me they'd just give me the up-down with their eyes and look away. Sorry you didn't like my Sunday shopping outfit, I didn't realize I had to look a certain way to shop this store. I guess unless you're dressed up and look like the part of their preferred consumer, don't expect any help. We shopped for about an hour, and waited until we left before I mentioned something to my husband, he said the same thing happened to him at a different section of the store. Maybe it's the town we were in but it's still a reflection of the West Elm brand. Oh well. read more

Don't bother! Condensing staff, refused to help, although store was empty, ask that I fill out a questionnaire to pre-screen my request, stupidly I did it, and still waiting for a call back. Mind you - I've shopped west elm for years (not this store) and am a very good customer! That is, until now. read more

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

Ordered a table from here during the pandemic and realized shortly after its arrival that it wasn't going to work in the room. Mind you, it was still in its crate sitting in my garage. Since the store was closed and their customer service line wasn't being attended to, I waited for them to reopen to arrange for a return. When I called the store they told me that I missed the return window by a few days and I was basically fucked. I argued that there was a pandemic going on and that there was no way I could do so before the return date and was basically told tough shit. I have spent thousands and thousands of dollars completely furninging my new home from top to bottom including every room and have literally not spent another dime at West Elm. That they use the pandemic as an excuse to make people keep furniture they couldn't otherwise return is completely unforgivable. I will never spend another dime there, nor will anyone else I know. Plain and simple, they suck. read more

Zero stars. By far the worse customer service experience. Staff is totally clueless and just say "yes" so you buy. Example: I asked that a console be delivered disassembled. The only service option 'white glove'. Sales person said, "when logistics company calls just tell them you don't want it assembled". Delivery happens and console is assembled. I call the store and they basically wiped their hands of it. I had to take it apart so I can move it into my daughters apartment. When I go to set it up I notice it's missing one of the little feet at the bottom. I call the store and told, "there's no SKU for the foot". So for those who don't know, West Elm is part of Williams & Sonoma. Any one interested in even purchasing a decorative pillow, I suggest buying elsewhere. read more

This is about West Elm corporate.......Customer Service Ordered a Patio Heater. I got a notification that it was delivered. It made it to my town but it was returned by UPS due to a shipping label issue. I called immediately I was told that they were sold out and that they wouldn't be available until December 16th. I AM STARING AT THE HEATER ON MY NEIGHBORS DECK that was delivered who ordered it AFTER WE ORDERED OURS!! Thank you customer service people that I spoke with. We had to cancel our holiday plans and will get to enjoy watching our neighbors enjoy their time with their family because it s too cold to host ours. If I had ordered it when we spoke during the first phone call that I made we would have had it in time. Now there are none available to order locally and none can be delivered in time for the holiday this week. read more

Don't waste your time and money. I just called the store looking to immediately buy a replacement area rug. The last one I got from west elm was fine. Around $299. I asked the salesperson if they had these in stock and he told me they were too busy and would get to me at the end of the day. I went on Amazon and found adequate replacements for 15% to 30% of the West Elm cost. Delivery expected in two days. read more

Well this one is a doozy. As a Summit residence, I frequently visit my local West Elm store in in Downtown Summit. In fact, I was on my way to do some early Christmas shopping at West Elm with my daughter when my daughter had a serious medical emergency just as we pulled into the parking lot at the back of the store. This was around 12:20 pm, and the date is November 9, 2023. I ran into the store obviously frazzled, and ran to the bathroom, in order to grab some napkins, for some makeshift first aid. A store employee came into the bathroom while I was in there, used the bathroom and then, when she came out of the stall she saw me grabbing napkins. This woman (looked to be in her late 30s or maybe early 40s, with blonde hair tied up in a ponytail) might have been a manager, since she obviously felt very comfortable speaking to me in a condescending tone, with a sense of self-importance and authority. She says to me, "Um...excuse me...that's a lot of napkins." I hurriedly apologized and explained to her that my daughter had a medical emergency in my car. Instead offering to call emergency services or showing any care or concern for my daughter, the employee gives me a dirty look, scrunches up her face and said, "Okay, yeah, it's just we don't have a lot of those napkins!" I didn't have the time to argue with her, but I was appalled that this woman was clearly telling me the napkins are worth more than my daughter's life! I left the store, drove my daughter to the emergency room and will never be returning to West Elm ever again. I also want to make note of how difficult it is to get in touch with someone from corporate West Elm. They don't have a functioning customer service email, and force you to use their chat service where you have to wait literal HOURS to get a live assistance to come on talk to you. This just shows how little this company as a whole values their customers. I am not at all surprised that this Summit West Elm store has such low reviews across the internet, but I would not recommend any West Elm stores to anyone. SHAME ON YOU West Elm, for having so little care and compassion for a HUMAN LIFE! I do hope you do have a full stock of your precious napkins, though, because that's obviously that's something very important to you! I would seriously recommend you reconsider your values and come to a realization that a HUMAN LIFE is more important than napkins! read more

Really poor, inconsistent customer service. While there are some nice team members and I hate lumping everyone together, there are others that are annoyed to help or explain things to you properly. I won't be going back to this location. read more

The service today was top rated! Not only did the staff help me with a very frustrating situation but they fixed the issue but they were extremely pleasant through the whole process even though the store was closing - they did not rush me at all - they wanted to make sure my issue was fixed Mya was amazing from the moment I called till I walked out the door Jessica the manager reassured me to call if any issues with my order Thank you both And look forward to seeing both of you again! read more

Exceptional customer service! Was approached numerous times while testing out various couches and chairs to see how I could be helped. Great design feedback from the staff. Very easy shopping experience. Amazing products. read more

New store opened November 2016. Large store with bedroom furniture in basement. No employee said hello or even a smile, all self absorbed. Collections are nothing like what they had in the past. Everything very generic. read more

west elm - Home Decor Near Me - Summit, New Jersey

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I called the store beforehand because I was interested in a rug that I saw online and wanted to know if they had it stock. They said they had 2 in stock in the size I needed. I went to the store the next morning and the rug was no where to be found. I asked one woman for help who passed me onto another woman (thanks for that *totally rolling my eyes*) who took over 15 minutes of "looking" to tell me they didn't have the rug that I wanted in stock and said they never had it stock. And instead of making things right for their mistake/misinformation over the phone, she told me it would cost $25 (I think) to get it shipped to the store. I imagine a company with better customer service (like Room & Board for example) would have never done that and most likely waived the shipping fee for their error. I'll definitely be buying my rug elsewhere. read more

Terrible customer service. Placed an order 09/02/20 with Delivery early October for the first part then early November for the second. They first send an email for a delay to beginning of November.Then Charged my card for the full first shipment on October 25th. Since then no news about the delivery. Their web site got stuck as my items are in transit from their distribution center for the past twenty five days. I feel like they are walking by themselves. Stopped by the Summit showroom an arrogant manager let me know they always charge to pay their vendors and it is what it is. Emails, phones to their customer service ends up with no reply and hung up calls. I only lost about 2k. Can still go to small claims court. I hate these companies using Covid19 as excuse to their terrible business practices. My wife definitely made a bad choice I prefer to wait until new year sitting in my old couch. Sal Bilgin read more

Don't bother visiting this store. The store manager would not honor marked sale price price on chair, contacted the corporate contact info, and they acted like they were doing me a favor by extending the said price. Experience was so frustrating that I will no purchase from west elm again. read more

While waiting for a dinner reservation, I found a moment to browse this West Elm location... I was met within a few minutes by a friendly,tentative sales associate, Susan!! Susan qualified my interests during my visit, and left me with a great service level impression....I'll be back to shop when time permits! Great showroom, very well kept.. read more

I am a 69 year old recent widow (4 months) who has spent close to 4k at this store. I have a broken pillowcase. I also have thousands if pages of medical, financial, government documents. I have had to move as I couldn't afford our apartment. I gave away everything that reminded me of his sudden death. I do not have the pillowcase receipt. I was gobsmacked! HE CALLED THE POLICE!!!!! on a 69 yr old sobbing new widow. He was quoting 'store policy.' This was not good customer service or good human behavior. Go somewhere where they value their customers! - try the mall! read more

Unable to reach anyone over the phone. I called in, someone picked up after 5 minutes ringing, asked if I am still there, I said 'hello', and they put me on hold before I could say anything else. read more

I came in looking for a rug a few months back. I asked for some help and was met with a rude condescending attitude by employees who seemed uninterested in helping. Took my money elsewhere. Employees and management need some lessons in customer service and kindness. read more

Went in to purchase a sectional and the sales reps were so inept it made me scratch my head as to why exactly are they there. They did basically everything I could have done from home regarding the purchase. What I did want was knowledge and they failed me miserably. No swatches to see what my product looks like, not able to give me a comparable idea of what it would look like, not able to give me accurate information regarding the online promotions they regularly have. Do yourself a favor: Purchase the big ticket items at home. It saddens me to say this but the big push to eliminate the "middle men" is taking out the competency of these sales representatives. read more

Terrible customer Service !! Walked in and was not greeted by one person. They just look at you. 2019 .... turned right around and walked out MY MONEY HAS AN EGO read more

So excited that another West Elm finally opened in northern NJ -- now I can shop on Sundays! (No offense, Paramus!) I'm not familiar with the Summit area, but I do visit Short Hills Mall often and this West Elm is less than a 10 minute drive away. This shop is sandwiched between a few other stores on Springfield Ave, but if you can't find street parking, there is a (paid!) lot in the back of the store. And there are two entrances on the street side and the parking lot side, so it's very convenient! It's a two-level glorious, sunny, spacious shop filled with furniture and home decor items. High ceilings make it almost feel like you're at an open-air market, but without the weather. I was pretty surprised at how big it was, considering the area. The spaciousness allows for a lot of little vignettes, which you will have no problem imagining in your home. Upstairs was more living room decor, with rugs, couches, and seasonal items; downstairs seems to be reserved for smaller chairs, bedroom furniture, & linens. They had a pretty sizeable selection of most of their items too! It's pretty much my go-to for cute & affordable decor, and their furniture design seems to have been built for my home. Besides, something is always on sale! I appreciate that. I didn't have much staff interaction -- I didn't need help with any items, but we also weren't approached or greeted the entire time we were in the store. But they've only been open a month (at the time of my visit), so I'm sure that will improve over time. The parking situation will probably limit my visits to weekends, but I'm happy to have another West Elm option in the area where I can get my midcentury/modern fix! read more

Poor customer service. Was excited to see a store closer than Paramus but if you really want to make a purchase or even just be acknowledged at the registers, best to make the longer trip. I tried to purchase bedding twice. I received great customer service while browsing however the attempt to purchase was disappointing. I went up to the registers where there were two employees - one on the phone and another on the computer or perhaps register, with her back to me (although they saw me walk up). There was no motion to acknowledge me standing there and when the woman on the phone placed it down to only pick back up to make a call, there was not even a blink of the eye in my direction -- the live, ready to buy, customer standing right in front of her. If only to just politely say hello, and will be with me in one moment but have urgent need with this phone call. I couldn't continue to wait given time left on the parking meter. Not to be dissuaded, I then tried again a few days later. Hard to believe but same situation. This time 3 people at the registers. One walked away after I approached, the other had their back to me at the register/computer and the third - yep - on the phone. Not one of them gave me even so much of a head nod. When I smiled to the employee on the phone she did not even bother smiling back or making a motion to say 'be right with you'. Heck, just a simple smile would have been nice. So once again, perhaps the store is making an incredible sale by phone but it's disappointing customer service when you're in person and seeking the most minimal of interaction with no response. read more

Great store and good products .. would resort to a different store going ahead as did not get a welcoming experience here. Found what I wanted quick enough . The lady who helped with the checkout was nice however cannot tell the same about others here. I see that others have had similar experiences . read more

This had some cool items for your housing. Beautiful art work. Furniture with unique designs. They even sold jewelry. I never knew this place existed, I would visit pier1 imports, but this is a place you should step inside and take a look. read more

west elm - Home Decor Near Me - Summit, New Jersey

After waiting over 4 months for a delayed couch, I promised I'd never buy anything else there again... and I won't. I went back to return a small vase the customer service was so terrible. It's a "concept store" (i.e. come in and look at things) so if they don't have something in stock it's a shipping charge regardless of how your slice it. They should re-brand this a showroom with no retail because people going into purchase small items will be frustrated at every step of this retail experience. read more

Worst customer service. The first customer service I encountered that will hang up your call. They always put you on hold for around an hour and tell you they will call back and then disappear. read more

I've been a west elm customer for a few years now, spent over $20,000 in store, I love the Paramus location because their customer service is amazing. This location in summit was very disappointing I tried to return an item couldn't get that done, I also tried to purchase a 2x3 rug in the store I was told at the register they couldn't not sell it to me some crap about not everything on The floor is for sale. I finally tried to purchase bulbs was told I couldn't use my designer discount on the order without ID I've used it plenty of times in other location New York and paramus, I don't even know what their deal was , but I no longer interested in shopping at west elm because of this location. You just lost a great customer! I will be closing my card and shopping at CB2 from now on. read more

Horrible customer service. I agree with all of the below comments. I called for a very quick question to see if that had one item in stock. After 20 minutes, and rudely being placed on hold 3x, I was finally told no with no other options. I will not be shopping at this west elm store in the future. Lost my $$$ read more

I usually go to the Paramus, NJ location because the staff is amazing and super helpful. Today I decided to go to the Summit location to purchase Christmas ornaments. Goodness, as soon as you walk into the store no one greets you, several sales people would give me eye contact and not question if I needed help, and one sales woman literally was looking at me as if I was shop lifting. I felt super uncomfortable. Yes, I wasn't dressed like the typical Summit resident, but please don't judge me on my laid back appearance! Just pure snobs working there. Fortunately I found the shark ornaments my son wanted, hence the reason for two stars . read more

My experience at the summit west elm store was so unsatisfactory. I had to chase someone around for help with furniture. The sales team is unresponsive. My sales person neglected to let me know that a delivery could not be changed to a curbside pick up after I said I was going immediately home to measure if I could fit the box in my truck I was within a half hour away I will not be buying anything else from west Elm read more

I returned a gift for credit and they advised that a store credit it would be sent in the mail. Strike 1. Later went in and asked where it was; the manager made a call and said it would be delivered in the mail the next day. Strike 2. Within 2 days the credit was posted to the gift giver !!! I would call that an absolutely embarrassing strike 3! Stay away from this place!! read more

Wow! Had the worst customer service experience in the West Elm Summit NJ location. No need to go into details. Left the store wondering what just happened in there? Was it me? Then read Yelp and Google reviews! Apparently the staff in Summit NJ really needs some customer service training or should I say, human interaction training! But reassuring to read, they treat everyone with the same unprofessional rudeness. It takes so much less energy to be nice read more

Out of the ordinary service! We mistakenly showed up after the store closed on the last day of a giant sale. There were sales people still working so we knocked on the window and one of them came to hear our plea. Not only did they let us in, but several of them help us buy the items we wanted. Great merchandise and above and beyond service!! read more

I had a great experience shopping for my new office at West Elm in Summit. This was largely due to the fabulous Kim who helped me with my project from start to finish. Much more than a sales associate, Kim was part interior designer, part cheerleader. She knows the West Elm catalogue like the back of her hand, and the instant you tell her what you have in mind, she has specific suggestions in mind. I had to design a small office space and Kim was very positive about my options and made me feel empowered to design a beautiful space despite size limitations. I ended up choosing a loveseat and desk based on her recommendations. West Elm has beautiful, modern, and high quality pieces. I was really happy with the service here from placing orders, to delivery, to personalized shopping assistance. If you go to the Summit location, be sure to ask for Kim- she goes above and beyond! read more

Terrible customer service. They will put you on hold indefinitely. Sales person who "helped" me was quite snotty. I haven't had this experience with the other stores. Try to avoid this one if possible. read more

I wish I could give this place zero stars. I used their design services to buy an expensive (for us) couch for our new home. After months of waiting, just the day before delivery I found out the designer ordered the wrong one. I went back to the Summit store to cancel the order and waited nearly 2 hours for West Elm to process a return that would hit my credit card account in 3-5 business days. That was over a month ago. It's been a nightmare of calling their returns department to find out that the return was either processed incorrectly (twice) and most recently mailed to the wrong address! I'm beyond pissed off and still don't have my money. It's time to contact American Express! Do yourself a favor and NEVER SHOP THERE. read more

I wanted to write about the horrible experience I have experienced with Customer Service and the Summit store . I simply was misinformed by everyone I spoke to starting with store Manager Brie and temp SM Drew. These two were the most unhelpful people and refused to honor a sale price of a chair that CS created a draft order for. It was a 5% difference in price since the sale ended but to me it was the way I was treated and the run a round that made me upset. They had the chair in store so pick up would have been easy since I had the items on hold but Drew told me to deal with CS instead since they were the ones that created the draft order to honor the sale price for 10 days. This would add more time for chair arrival and I am due in three weeks. It was the last thing to complete my nursery. I got my Sloan crib and dresser from Pottery Barn and never had an issue with any of the other stores that I love. I truly do not understand what the difference is between ordering online or the store. Everything should have been honored if that is what I was promised. They made me feel as my business was not important and did not even try to make things better. I called the store numerous times to get a response when I was told they would call me back. Not impressed since this is the first and the last time I attempt to shop at West Elm. I hope you guys will take this seriously since I went over the story with a few people to see if I was overreacting and everyone agreed they should have honored the sale price of $279 VS 319.00. So it is not me being over emotional. Brie (store manager) was rude from the first time I spoke to her over the phone to verify availability of the chair to when I encountered her at the store in Summit. She was short on the phone and told me she was busy with customers. I called first thing when the store opened. When I had her check inventory she said she would call me back and never did. When she suggested I call the store when I was there in person, I told her I spoke to someone who was rude and she replied that was me and I was being direct not rude. She did not even apologize knowing I took it as rude. I did speak to one nice person by the name of Vanessa she found the chair that Brie said they did not have and put it on hold to me. She explained she needed to wait for her manager to approve the price adjustment since it was not 25% off anymore. She was super helpful but at the end of the day it was the store manager that made the final decision. Just wanted to share my story and hope you guys do something about your upper level managers since they should know better. You do not treat anyone that way. I find it funny that when I asked Drew for the Corp number or email he said he had no idea what it was. Seriously as a manager he should have found it. Google is great and I found all the info I needed and emailed them to let them know how upper level mangers handle their customers. Brie let her pride and her power get the best of her and decided not help me when she easily could have honored the sale price and sold me the chair. I have never seen a store walk away from business like this. CS was no better when I called them to work out the issue. They kept me on hold for an hour and would not budge on the 33 dollar shipment charge or ship to store for me, they did agree to honor the sale price. West Elm this policy has to change cause the people I spoke to all agree it is pretty silly to run on line and store policies different. Lost business over $40 is just plain silly. As a consumer we have so many choices and I will go with the company that can make me feel as my business matters and I matter. read more

I was super excited to see that the location in summit was less than 7 miles away from me. I ended up getting the emmerson table in Paramus and needed a bench and chairs to complete the look. I ended up going to this location and ended up getting 4 chairs and a bench. I ended up going back twice because they wouldn't let me use the west elm credit card without my boyfriend present. That Sunday, I went back to order the bench and chairs and got the worse customer service ever. I waited about 45 minutes to be helped and the person who rung me up was very rude. This was not the kind of service that should be tolerated for the kind of money I dropped at this store. A little consideration for your customers go a long way. The day I picked up the chairs, I was even told that I might not even get the chairs that day because they just got a shipment and my orders was all the way in the back. So they had to go out of way to get it out, but they were not sure if they can get it out. Overall horrible horrible service. Please train your workers to work on their customer service to maintain a healthy relationship with their clients. Thanks you read more