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February 2024 by Danielle Tideman
I just want to give a special shoutout to Jon who was incredibly helpful in the Hoboken store - I have been shopping for a couch for awhile and he patiently took the time to walk me through fabrics, sizes and answered any questions and concerns I had. He truly made my decision making process much smoother and I was able to pick a couch finally!
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October 2023 by Juhi J.
DONT' BUY FROM WEST ELM or SISTER BRANDS! Beyond disappointed with my experience with West Elm. They don't seem to care about the inconvenience caused to their customers which makes me believe that they're not in the business of retaining customers. My order was delayed by a few (3) months. The team made no attempts to reach out to me to communicate the delay because of warehouse issues, everytime they delivered wrong stuff and I have to call delivery man about wrong item. Staff is very rude and supervisors dont' come on phone. To add insult to injury on top of that I call into customer service and get repeatedly told "their supervisors are in a meeting" which is total bogus because when I ask when it's over the lady says "oh well uh I can send them an email but they are still in one right now".I would 100% not recommend anyone fill their home with west elm. Zero star.
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August 2023 by Joe Perruccio
Good sized location, lots of inventory, helpful staff.
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July 2023 by Amena Mir
Destini, Alberto & Idalys provided exceptional customer service. Their patience, understanding and problem solving skills were truly refreshing. West Elm should be proud of having these individuals represent the face of their company, and should consider promoting them. Thank you guys!!!
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April 2023 by Jen
Ignored by all 5 staff in store this Sunday morning and overheard one sharing with another that she’d been testing positive to Covid all weekend, so was just going to do a few things and head home. One of those few things still wasn’t greeting us (which was actually fine because ew). It’s a smallshowroom, as expected. It’s not hard to greet the only two people in the store and then carry on with your Covid convos.
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December 2022 by Katherine R.
I am standing in front of the store. Two employees in there eating. Another woman is standing here . It is 7:23 the store closes at 8pm. We are knocking they cannot even acknowledge us. Made eye contact and looked away. Terrible.
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December 2022 by Heather P.
Just outright rude! Google hours said 8 pm. I was knocking on the door at 7:30. Both of the employees made eye contact with me but thought it was ok to ignore me. I knocked a few more times and they mouthed that they were closed and then walked out of the showroom. They had no idea why I was knocking. Did I leave my phone or wallet in the store? They didn't seem to care.
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December 2022 by Francisco Nogueras
I never thought I'd like this place until I walked in and fell in love. The quality and value are unbeatable. I've shopped around quite a bit and this became my go to place when needing furniture or accessories for the home. Quick delay very for in stock items
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December 2022 by Elizabeth Perricone
Very disappointing experience at this location. I went in with my fiancé to hopefully start a registry for our wedding and despite being the only customer in the store, we were completely ignored by the sales person. We did not get a hello upon entering the store, a thank you for coming upon exiting, or any acknowledgement as we walked the entire store on our own. We don’t think we will be using West Elm unfortunately anymore for our wedding registry.
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December 2022 by Trisha B
People were helpful when we asked to see prices on a coffee table. They allowed us to take our time and were not pushy
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October 2022 by Theresa Larsen
WORST COUCH DELIVERY EXPERIENCE EVER - DO NOT ORDER!!! Paid $4K for a couch and my delivery appointment was CANCELED TWICE WITH NO NOTIFICATION UNTIL I CALLED CUSTOMER SERVICE. Not to mention the couch was already 1 month late. Reason for canceled delivery was that they didn't have the product in stock - after they told me twice it was in stock and I ordered the "in stock and ready to ship option"!!!!!!
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September 2022 by T A
I walked in the place, was the only customer there, plenty of staff was available and not a single one acknowledged my existence the entire time I was there. Not a hello, or can we help you or thanks for coming... just a slight glance at entry. I walked through the entire store, circled some areas twice, sat on/tested furniture, felt textures searched for and pulled swatches on my own (not all I came for), but still left feeling like I didn't gain less than I would've online. I won't waste my time in this location in the future. I did not feel welcomed.
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July 2022 by Izzet Bensusan
Dishonest, Furniture delays on multiple orders by 6 months, get ready for intense stress and frustration with the “we don’t care customer service” crewWe can agree that West Elm does have good pieces to buy and pricing is descent for the product. However one thing that does not meet the eye is continuous lies around delivery. In summation- You will get emails every two weeks for extended delays with no context or phone calls- Your sales rep that told you everything is in stock will not reply to your emails or calls- You will prepay and finance WestElm so they actually then start ordering from manufacturers and you are the bank- Customer service will not help nor pick up your calls in less than 55 minute wait- There will no action or reparation you will get from West Elm for delays or being silent and why you get delayedIf you find these conditions acceptable than go ahead buy furniture from West Elm, if you think it is not ok you are better off dealing with an honest firm and avoid months of deep stress and frustration. You are the customer after all and the opposite should hold true. The below are events were went through and continue to do so.We ordered multiple pieces. We specifically picked pieces that would be delivered within two to four weeks which are in stock per the sales person guidance. It turns out even when they say at the time of selling, furniture is never in stock in fact. In addition, West Elm reschedules a delivery on a continuous basis of via email with no advanced notice or anyone calling to explain why. When we tried calling back we were faced with more than one challenge. You have to wait an average 50 to 60 minutes. When we described issues they basically did not care at every single time. The only answer you will get is there are delays and I have no authority. It gets even worse, customer service is confused at all times where one gives information that it did arrive and another said it did not. Finally after several more phone calls we convinced them it did arrive. Then came delivery scheduling, they said they will hold until the last pillow comes. Eventually after more negotiation we convinced them to send the 90% of the furniture. Since then another month went by to get the last pillows. They finally arrived but West Elm being West Elm won’t deliver them before 3 weeks. The final punch line, the chairs we ordered expected to deliver end of June is now scheduled for November. And potentially might get cancelled. West Elm will blame global affairs as the cause but I am not sure how one blames rude customers service, irresponsive sales people, lack of returning phone calls and emails on global issues. Frankly if you don’t have to buy from WestElm do try to purchase from other alternatives first, otherwise buy keeping in mind that you will be delayed, you will have to make several phone calls and at times get shouted at and never be treated with civilized and human respect and care.
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July 2022 by Lori Turner
Excellent prices beautiful work!! Everything is done with love and care her work is one of a kind !! Your home or business will look like a class act
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July 2022 by Cory J.
Do not come to this furniture store or just any west elm altogether. I ordered a couch from here and they lied to me telling me that it would come in 3 months but ended up I waited almost 6 months. Let alone the quality of the couch is completely not the one I tried at this store, the one in the store came with very soft pillows and cushions that you didn't want to get out once you sat there, but the one they shipped me used different cheap materials with probably different factory that is hard like some cheap made furnitures. And 3 out of 4 of the legs are crooked and I had to chase them many times to have them send a person to come fix the legs. Whatever they display at this store, they sell you a same looking couch with way cheaper quality from different factories in Asia. Even my friend tried it at the store and told me that the one I have feels like trash.
