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 agree the staff needs to retake a course in customer service. The in house designers are awful too - other than knowing how to work their software they lack basic sense of design, colors and texture. read more

Don't go to this store. Staff very inefficient. Took 30 min for the cashier to serve each customer with simple orders. I waited for over 1 hour to simply buy a floor lamp. 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

I came to the West Elm in Summit over the weekend to purchase a new sofa. Cassie was more than helpful with my choice, she answered all of my questions and gave great suggestions. The store was very busy, but she made me feel welcome and took the time to work with me. I will definitely be back to shop in this location, everyone was so nice! Thank you! read more

Bought over $2500 worth of furniture that was "on sale". Got delivery and had item damaged on delivery. I called customer service and was told since UPS delivered it I had to either repackage and send it out or drop off at store, which I did. Was told replacement was ordered and would e delivered before the holidays. It was'nt. I expressed my frustration and was essentially told, oh well, it should arrive sometime. There was no apology or expression of care regarding the issue, and no offer/discount for the inconvenience. They could care less. Not going back. read more

I came in here with my sister and her kids and I wanted up finding three really beautiful hanging candleholders and I'm going to hang from my ceiling in the living room. I've never seen more unique accent pieces in any store. I customer service was great and I'm really happy with my purchase thank you everybody will be back soon. read more

west elm - My new hanging candle accent for the living room! #westelm - Home Decor Near Me - Summit, New Jersey

This store has the worst customer service and the employees are just mean, I am not quite sure why they even work in retail. I tried to return a set of 2 placemats that didnt work out with my decor. I was outside the 30 day return policy. I joked with the salesperson as it was $11 for the return..when the manager came same story..no returns after 30 days. I told her I had just furnished my daughters apt in Boston with many things from West Elm, that she could pull up my account to see all the money I have spent but no.. I offered to accept a gift card or even better to donate the money to St. Judes as they are doing a collaboration...nope..just mean people willing to lose a customer over $11 and so cold as not wanting to help St. Judes. I wont shop in that store again, what a horrible experience. I only wish I had asked the managers name so I could call her out but it was on Sunday Nov.22, 2020 that this happened. read more

This store has false and misleading advertising and does nothing to correct their mistakes. We received a we "miss you" 20% off promotion with no restrictions on your purchase. We wanted to buy a chair that was on sale and then use the 20% coupon. No where in any fine print or in store notices did it say you could not combine the promotion, even the employee agreed we were correct. Bottom line the manager and customer service on the phone refused to honor their own promotion and refused the discount. We did not buy the chair and will never do business with them again based on principle. . read more

Shocking that corporate would waste the money on the real estate without training the managers in particular and the staff to CARE about a customer experience They all need to go shop at Anthropologie learn how it is done write it down and go back and make some attempt Three separate tries and three times staff have failed to make the experience of spending hundreds and thousands of dollars in an instant a bit more satisfying and pleasant Anyway The bedroom set up downstairs is nice for display if you want to touch and feel they are not fully stocked with pieces and two times asked a sales person then a manager for something we could not find the shams to match the duvet Was then asked if we looked ??? While indeed we had searched not just looked I looked everywhere in the other displays because it was a mess but we said so upfront when seeking help we have looked and were hoping you could help First round if you don't see it we don't have it - makes me question buying duvet if I can't get matching shams .. so I could have walked out a Second round said she would look but she looked at a distance did not dig through display and said we don't have it Third lovely associate young bright enthusiastic and not yet scarred Said let me see went into a back room and smiling came out with two shams that we could now complete a purchase plus she was so nice she helped us pick a few accent pillows SCORE let's remember we have been in the store for almost two hours they almost lost the sale twice and if not for persistence and insistence would not have gotten what I wanted Needless round two we go back shopping to fill a new apt Staff and managers were ill informed on color fabric options on chairs and color and sizes available on tables They take us to look it up !!! Wait for this and we all are looking at the Public web site that I could have viewed from the comfort of my properly ordered and shipped POTTERY BARN. Sofa Note to store and corporate if the best your associates and manager can do is admit that they just don't know and look at the same site that I can look at home. And cannot provide further explanations than Please do have customer service phones positioned all over the store so I can get the specific details measurement and colors of various items that I really want and sort of need Round three ordered new pieces heavy pieces specifically for new address Was promised after asking and confirming about pick up versus delivery that we could not set a delivery date In advance when we could be there and they would not drop it off but would CALL US to arrange a delivery Notice now delivery was quick and delivered to the current resident of a Rental apt within a few days where someone else was nice enough to sign for it NOT the intended receiver and buyer and then the tenant proceeded to notice and state that she did not buy any furniture because she was moving out Note that anyone in the building could have stolen the Delivery because it has been paid for - dropped off and signed for When asked if they would pick it up and wait for proper delivery timeframe - we were informed no they will not cannot not it is marked as delivered and signed for Doesn't matter that the person who paid for it is not In possession of their items They care not one bit Now we purposefully need to go to the new apartment. Find people who live And work there and who now think that we are idiots but we did not ask for immediate delivery And were told twice by store employees that it would not be delivered until we pick a date We now need to find somewhere to keep these large heavy boxes Also they should be clear that all of these items are heavy arrive in flat boxes and need to be assembled on home If we had known that we would have gone to IKEA where it is clear you get flat boxes and need to assemble Overall unpleasant and the phone are customer service is much more helpful knowledgeable and trained This was painful experience end to end I only hope we wind up with the proper pieces and that they hold together and wear well I DO NOT RECOMMEND going into the store /this store To make any purchases go online pay for shipping or wait for a free shipping coupon Better yet Go to Pottery Barn and Anthropologie in Short Hills get what you want get treated right and get a proper delivery At least you will have a store appreciate and respect that you worked hard for the money you are spending I am so done read more

DAMMIT! If I could give 5 more stars I would!!!! AMAZING CUSTOMER SERVICE...AMAZING!!!!! WOW!!!! Annie...first all...phenomenal does not even describe this wonderful young lady. Every positive, complimentary word in the English dictionary describes Annie's character. Her collaboration with the team in finding a solution for my 17 giftcards was astounding and should be commended (10 card limit on site and in-store). She had the great idea of combining the remaining 10 giftcards into 2 giftcards so I could purchase my Andes sofa. Let me tell you something else, I was not left hanging on hold which I truly appreciate. I plan on visiting Summit, NJ to meet Annie and the team. West Elm needs to hire more Annies'. I want to also say thank to Rob for creating an estimate id when with my sofa specifications so I wouldn't have to call back again and start over. THANK YOU THANK YOU THANK YOU THANK YOU!!!!!!! read more

I love the merchandise West Elm offers, but their customer service is terrible. Recently I went to the Summit store to buy some wall planters I had seen on-line. They were displayed in the store but they had none in stock. I offered to buy the floor models, but was told how they couldn't do that. I pointed out that what was the sense of displaying something that you couldn't sell. Still no go. Ok. The sales person placed an order for me, but after it was placed I realized that the sizes were wrong. I was told that the order that was just placed 30 seconds ago couldn't be cancelled, but a new order could be placed and I could return what I didn't want when everything came in. THEN I was told that one of the planters was on back order and wouldn't be shipped until September. It would have been considerate if she had told me that when she placed the first order. Whatever. Amazingly, the all the planters came in early and I started to hang them this morning. I wanted to hang them like they had been hung in the store, and I called the store to ask if they could take a picture and text it to me. I was told that they were not allowed to do that. Really? Like I said, great merchandise, terrible customer service. read more

Store associates were great but manager, Breanne, was super tough to deal with. Huge attitude and not helpful at all. Will probably not be shopping here since she made us feel pretty uncomfortable. read more

So I like the furniture and the table service we bought there, I really do. But the customer service is appalling. First the clerk charged us without showing us the itemized bill. After arguing I managed to see it (it was about $500 higher than I expected). They charge us $350 of delivery fee plus $150 for mandatory "white glove" service. This is theft. We were in a rush so begrudgingly went for it. We specifically asked for everything to be delivered 3 weeks later. Half of the order was shipped the next day... and when I reviewed exactly what had been delivered, I realized that a bedside table was missing, and had to argue on the phone about it. Also there was no easy way to schedule delivery for the rest. Eventually the bed was shipped at an agreed time. And some parts were missing. So much for white glove. The last piece was a month late. At the agreed date I received 2 calls telling me that it was supposed to have been delivered yesterday (really?) but that they were on their way. Totally disorganized, appalling follow through and you pay for that read more

The customer service in the store is poor. Summit is an affluent town and the attitude of the sales associates while attempting to convey exclusivity simply comes off as dismissive. The showroom is lovely. I inquired if a chair was in stock. I was told that it would be in stock if it's on the showroom floor. After a search of their computer inventory and a call to the stockroom - 5 minutes - I was told that there were none in stock. On the floor there were five chairs, one of which stood alone. I inquired whether I could buy the floor sample. I was told this is the area's showroom and that nothing could be sold from the floor. I asked to speak to a manager who took even less time to tell me that this is the policy. No attempt was made to call another store or even at that point to pretend to inquire if an "exception" could be made. Just to be clear neither associate was impolite - just disinterested. An email to customer service produced an equally unsatisfactory response. In the store that afternoon the sales personnel - at least four- outnumbered the two customers that were in there. So, lovely showroom but what good is it? Short Hills Mall and Crate and Barrel are 15 minutes away where I then went and purchased a different chair. When you go to the Williams-Sonoma family of stores that are standalone in the nicer downtown areas you frequently encounter this attitude. read more