Mixed news. On the upside, the store has excellent quality merchandise, and the visual displays enhance the product. The sales associate who helped, Michael, was great--knowledgeable, patient, and with a strong sense of style. Together, we found the best solution for my home project.On the downside, outside of Michael, service was dismal. I visited the store midweek/midday, when there was a steady, but modest amount of customers. I counted seven salespeople working. Two were circulating on the floor, and four were posted behind the checkout counter. Despite making both eye and verbal contact, I was uniformly ignored. Finally, I was put in contact with Michael, who handled everything expertly till conclusion. However, when I went to check out, all four employees posted at the register bank had their backs turned to me, preoccupied with Christmas ornaments that had just arrived. When I spoke up to request making payment, all four again ignored me. I had to seek out Michael to get their attention so I could move forward.I work part time in retail, and understand the pressures of the job, but that sort of behavior would not be tolerated at my store, which like West Elm, has a relatively upscale clientele.

Very clean store, good selection, nicely set up and well kept

Had a relaxing time, store layout is inviting and inspiring. Super great inspo, staff was relaxed friendly and helpful. Easy to look around and find lots of ideas.

Scooped up two chairs for my countertop at this location. Quality of WE varies and it is inconsistent, similar pieces could be found on Wayfair for half a price, same quality. So you really have to go there and check the place out. Chairs that I’ve purchased are solid mango untreated wood and I love them. I have few pieces of WE solid wood furniture in my home, and I love them. WE will replace pieces that came damaged in delivery.But since I am doing the location review, here we go:1. Every single person in the store seemed like they don’t care, very slow and looked extremely stressed.( except people on the loading dock in the back)2. They are understaffed or at least seemed like they are when I was there.3. I have asked if I can see the chairs out of package before I purchase them, (since I live in NY and shop in NJ, and don’t feel coming back to replace them. ) It seemed it was a big problem for person who was helping me. I could see that she was annoyed.4. As a paying customer, I don’t have to experience that. Treat people with respect and not like they are an inconvenience. Almost called customer service, but thought, let me dish here on google.

Upgraded Ikea with lots if fabric and leather options. Not a lot I connected to compared to other stores, but the chairs were quite nice.

Great furniture, responsible personal. Only one store where I was able to find MID CENTURY STYLE FURNITURE. It took me couple of years to find it.

Horrible customer service and unfair policies. I bought a dining table that was originally promised for August and then moved to September. They sent me a bill due in mid August when I would not receive it until mid September. I called and they refused to do anything about it...thats their policy. Well, I think the policy is unfair and their customer service people didnt care. Ill be sure to never shop there again.

Nice place, associates take their time to assist you in whatever you need. I never felt rushed.

The reviews about rude sales staff are accurate. No one acknowledged us while we’re browsing (early morning/not crowded). We went in to look at beds. In the process of sitting on one of them to check the height, Brittany tells us to not mess up the display. There was no ‘how are you finding everything’ or any other normal customer service provided. If you’re in the area, avoid this West Elm as there are many other stores where you’ll get much better treatment.

My fiancé and I came in today to look for curtains and curtain rods. We had the pleasure of working with Linda who was nothing short of wonderful. She was so personable and really helped us with coloring and material. Would come back to this store again even if just to see and chat with her ! She was so wonderful!

Up until recently, this would have been a 4 or 5 star review. I have ordered several items from them in the past and I have had no issue. This changed over the past few weeks. I ordered a custom two piece sectional over 10 weeks ago that was originally due to be delivered between mid April and the end of April. The estimated delivery kept getting pushed back, which is fine give the current situation.I called the first week of May to make sure the item was still going to be delivered, and indeed I received a email confirmation last week to set up a delivery appointment. Less than 24 hours before my appointment I was contacted by the delivery center, that my item had not arrived yet and I would need to wait till all items are received. Seemed unusual, however I wasnt in any rush to receive my sofa. This has now happened an additional two times and the customer service department cannot give me a clear answer to why. They have charged my credit card and now I still dont have a clear answer to when I will receive my shipment. I am close to initiating a charge back and probably will never do business with West Elm or any of her sister brands as a result.Their customer service has not been helpful to say it gently. I have called 5 times before a supervisor was even willing to review my account and admit their fault in the issue.

My wife and I ordered a Harmony Sectional back in November and the delivery was supposed to be in January. Well, its the end of February and still no couch, and I have received several emails that the deilivery keeps getting pushed back. I have called a few times and they dont have any concrete answers, but keep telling me that they have it and it will ship soon, but thats obviously a lie since now the estimated delivery is in March. I have also ordered a towel bar and toilet paper holder and that is taking several months as well. I would STAY AWAY from ordering anything from West Elm as they clearly are a mess right now. They just keep dragging you along until they finally have your product which could be many months down the line. Save yourself a headache and buy from somewhere else!!!

The salesman Mike with glasses needs to be fired! Came in here for the first time interested in purchasing a couch. He is the absolute worst!! I was looking at fabrics on the wall and he rudely completely crossed his arm over right across my face and ripped a swatch right out of my hand!!!! When my husband and I said something he nonchalantly said “oh sorry” clearly without remorse. Staff obviously has no common courtesy. Will be spending my money elsewhere

My wife and I went to the Paramus West Elm store mid July to order a custom harmony couch. A lady by the name of Anita from the Paramus store showed us around the store and sold us a dream which has turned out to be a never ending nightmare. DO NOT. I REPEAT. DO NOT BUY ANYTHING FROM WEST ELM. We were told our couch would arrive at the beginning of August and mostly likely earlier then expected. We are now sitting here in our brand new apartment with no living room furniture for 5 months.Every time we check the online status the delivery date gets moved back and every time we call the customer service center they give us false promises and tell us we will receive an update in a few days, but get no calls or response. This company is a scam. When it came to taking our money they had no problem doing that, but now when it comes to delivering on our 4k dollar sofa they don’t care. Customer service blames it on covid closures but looking online at reviews on Twitter and other websites this has been going on long before covid. Save your money and spend it elsewhere please. Wish I would have know before.

Fine furniture store

Store thats closest to me doesnt allow pickups.

Good luck finding a parking spot in a one way street.

Update: Maria, the store manager helped us to make it right. I wish she was at the store last Saturday to solve the issue....I purchased a floor cabinet from this store (Mid-Century Bar Cabinet - Small, Acorn). It was a final sale (floor model). I saw some scratches, and a door knob was a bit loose, which I didnt mind. The tag said that the original price was $799, discounted at $519. I thought it was a fair deal for what we needed, especially with the additional 10% discount.I brought it home and noticed that one of the wooden legs was broken, then glued back together. At a store like WE, I had some level of quality expectation even as a floor model. In other stores I visited for other furniture purchases, major scratches or chips were pointed out along with other reasons for the discount; and none of them were selling items that had this significant damage. If I had purchased an item like this on a street, auction house, or at a shady shop, I would have blamed myself for taking the risk. However, not at a store like WE. I interpreted floor model / final sale as there are cosmetic damages and you dont get to change your mind after you buy it, not as this is like an auction store, you really dont know what you are getting - so buy it at your own risk.To add a level of disappointment, when we came home and checked online, the original price was $699.When we contacted the store, the store rep on the phone was pretty firm that there is nothing they can do due to the policy, which is fair given the lack of authority on her part. She recommended to us that we buy the legs separately on their website/store, which was very upsetting, before suggesting that we call the store manager on Monday.I went ahead and called the corporate number to make a complaint. Kara, who answered the call, did not understand my concern at all, and told me that it was my fault for not carefully examining the item. When I asked her to transfer me to speak to her manager, she flat out refused. She also told me that there is no way for me to escalate it, other than speaking with the store manager. I kept asking her for her manager, at which point she hung up on me.One good thing came out of this was learning that West Elm and Pottery Barn are part of the bigger parent corporation (Williams-Sonoma Inc.). Sad thing is that they generally have pretty bad reviews, even accounting for the negative bias. The fact that there is no way for the customers to make a formal complaint at a corporate level is a good place to understand why. This just screams I dont really focus on customer experience.The overall experience, left a bad taste in my mouth - along with a lighter wallet and a broken furniture. I am planning to make a call on Monday to talk to the store manager. Hopefully, she will be able to make this experience a bit lighter. I will update this review on Monday.

Very interesting decor at fabulous prices.

I am very disappointed with her design services. I booked an appointment for today at 11 AM. I received a confirmation email with the name of the designer and the time. The email did not give further instructions as to how the designer would contact me. When I saw that no one reached out to me I called the store to the number in the email. The lady who spoke to me explained that the system is flawed, that they have no way of contacting the client prior to the appointment to let them know that the time is incorrect because the designer does not get in at that time but later.I find it very incomprehensible for a company of the magnitude of West Elm to have such a crucial flaw in their system. This is a reflection of management and engineering that is unacceptable. Clients plan their day accordingly and it is inconsiderate of the company to do such a thing when it is very simple to change a time of service!

Only a nice name the rest worth nothing dont waist your time

I loved this place it is a really nice store with nice warkers who understand you and will try to accommodate you and your needs to the best of their ability and will go out of the way for a fellow customer

Nice selection of home furnishings although the parking area and walkway to the store had lots of trash thrown about.

Jennifer the manager went above and beyond to help me with a broken item. Always love the customer service at West Elm! Thank you !

West elm stores need to stop taking orders for furniture that can’t deliver, or fulfill previous orders to the customers that still waiting for their furniture to be deliver, my order was placed in Dec. 2020 it’s May and still waiting.

My wife and I scheduled an appointment with one of the designer at this store for today at 3pm for our new construction. At the time when we scheduled the appointment, the designer told us her name was Debbie. We arrived at the store at around 2:50pm and saw a long queue outside, however our appointment is at 3pm, so we went in and asked the greeting lady at the door for our designer Debbie. Instead of verifying the appointment schedule, the lady pushed us out and say we need to wait in line and there was no designer called Debbie. To the people who are waiting in the long queue, I totally understand they would think we just want to jump the queue and spoke out some fake designer name so we could just get in, however we did schedule an appointment for this time. My wife and I left eventually because we saw people not wearing masks inside and it was very crowded. 10mins later at 3:01 we got a call from West Elm but I was already driving out.Overall, i think it would be nice and much more professional if the greeting lady was not that rude and actually manage to verify the appointment for us before pushing us out.

Thank you, Michael. Coming from DR to buy our fourniture there was worth it because of your great advisory and price deals. All our pieces arrived on time. We are very grateful. Good job!

We traveled all the way from Boston to this store in search of furniture. Linked up with John and he was absolutely amazing! He had terrific suggestions, knowledgeable and provided a tremendous experience for us. If you are in the area and shopping for furniture. Do not hesitate to stop by this West Elm location and ask for him. They have great decor and staff!

Thank you Linda! You were the most helpful. Your customer service is beyond amazing! I love my area rug and thanks for carrying it out to the car for me.

Our new experience with West Elm has been nothing but a disaster. It started with kitchen chairs we ordered that had defective legs. Then we ordered wall art that was installed for a significant amount of money and we found that a piece was damaged. We ordered a coffee table and came to find out that the wrong table was ordered. We ordered two custom covered chairs and they were delivered in the wrong fabric!!! We called to have the matter addressed and we were left on hold and no one returned to the phone. We had to hang up and call back again. Later we spoke to the general manager who took down all the information and seemed to care about helping us. Promised sincerely to straighten everything out and would most definitely call back today after he spoke to the designer.... Low and behold no calls today. Currently our garage has four huge boxes needed to return this merchandise taking up our space. We are very disappointed with West Elm and frankly exasperated at the poor level of customer service and would never recommend this store to anyone.

I rarely leave negative reviews and have always liked west elm, but after this experience I will sadly not be shopping with them any longer. They charged me before my items were shipped, never mentioned assembly was required, and the day after purchase had a 20% off and free shipping friends and family and would not adjust price. I was told door delivery, but never it had to be assembled...purchased a coffee table, end table, and console table...you can imagine how heavy these items are and came in 8-10 pieces which all had to be assembled. I went back to the store and asked for help with this issue because I could not lift these items myself...they said sorry nothing we can do and if you return we will charge you shipping and we will not price adjust for the friends and family sale. I am truly disappointed. Buyer beware...just think twice about purchasing there...not sure they deserve our patronage.

I bought a bench there and waited 3 months. When they charged me for it and said it was being shipped, there were an extra $139 in previously undisclosed fees. After waiting another month for the bench, I called West Elm and they couldnt tell me where it was. They offered no explanation or options. When Chase bank called them, they were completely inappropriate and unapologetic. Ultimately Chase gave me my money back and there was never any proof the bench ever existed.

I recently moved and bought new furniture for my entire house all with Anitas help. She is helpful and friendly and absolutely amazing! She took her time to assist me with choosing each and every piece. She is very honest as she told me exactly what she thought, especially if she didnt like something. I drove her CRAZY! She stayed late many nights, past the time of her shift and was completely okay with it. I love shopping online but would rather go into the store and deal with her directly. LOVE HER and will definitely be going back to her for all the little things once all my big pieces arrive =)

We’ve left after waiting for 15 minutes for sales person - no results. Dirty elevator with 3-4 forgotten items.

Not bad interesting stuff to see.

I bought the dining table here

If you like mini sized furniture this is your place.

Store staff was extremely helpful. We went there to browse, and one of the designers talked things over with us. I left my email, and she made sure to reach out when they had a sale going, so I was able to purchase several items at less than full price. She also arranged for some of them to be shipped to the store, to avoid shipping charges. We love the design of West Elm, especially when we can get a deal!

I have been a great fan of West Elm for the design and the product until today. I bought 2 reclaimed wood shelves today and hardware parts were missing. Called to see what could be done, they just informed me that they can mail them out tomorrow. I was not provided with any other informations nor apologies. Very disappointed with their service. Made the trip today so I can install it right away. Now we have to wait couple days. Could have just ordered on line.

My wife and I purchased the Canto dinning table and Streamline marble coffee table from the Paramus, NJ store and had it set up for delivery to our new apartment. From start to end our experience has been a hassle. We had to go to the West Elm store in Paramus, NJ multiple times on the same day just because there was no one available to help us. When someone finally did help, we asked technical questions about the table and no one had an answer for us. Finally we placed an order and set up at home delivery for both items and were eagerly awaiting their arrival. Upon delivery, both items were delivered scratched up and damaged and we had to reject the delivery. Now we have to wait another 3 weeks for our items since customer service says that’s the earliest they can deliver these items for us. We are expecting guests over the weekend and we will be sitting on the floor for our meals over the weekend and for the next 3 weeks. We expected that if something came to us damaged then the replacement items delivery should be expedited. However, West Elm has disappointed us yet again. From the customer service at the store to this whole delivery process, we were both highly unsatisfied with how West Elm has handled things and we definitely do not recommend them to anyone.

The store itself has a nice showroom for furniture and other items. This was my second time at this branch and my husband and I were specifically going to buy a bed. Service wasnt all that great but the employees did seem overwhelmed (we had a nicer sales associate the first time we went).

We loved their Axel leather sofa and we had to buy it, but after reading all the negative reviews about their shipping mishaps, we decided to buy it and follow up on the status of the shipping a day after we bought it.Ended up that that they actually didnt place the order that day and my call almost served as a reminder. I highly advise calling them and asking for the Job # or Order # the day after you buy anything...That the only reason why Im dropping one star......Aside from that, their merch and service is top notch and next to none. I highly recommend them.

Super friendly and knowledgeable staff. They were very helpful in finding the specific items we needed and did everything in their power to make us happy. Kudos to the managing the staff.

West Elm like all the Williams Sonoma brands it looking a little rough around the edges. Cant afford to keep these places staffed well enough to service customers, keep the shop neat, and execute the elaborate projects handed down from corporate. When we were there three staff members were engrossed setting up a picture wall.

Wow, this store has a problem with customer service and the attitudes of the employees.I am trying to understand the workers here although I’ve spent thousands of dollars. However what kind of attitudes do these people have? I am not just talking about one person but several I’ve asked for help. No smile, no nice gesture to help but just want to go through the transaction asap and get it done and go home.It looks like hardly anybody seems to truly enjoy their job. It seems their morale is very low.I only give two stars instead of one because I still want to believe the company delivers some good value for furniture.

John was very helpful and knowledgeable. He went the extra mile to get us new merchandise when we thought we were taking a floor sample. Great experience with John!

Its fun to look, very pricey though. You probably want to bring atleast $200 with you even if it is for a single item. Its good to get design ideas here and buy unique pieces.

Decent prices, but poor quality. The staff is friendly and helpful

Boring... no flair, no real substance. More of the same displayed here and there. Employees worked really sloppily unpacking merchandise, leaving boxes and wrappings blocking aisles and entire sections, only to find no employee actually there. Just remains of their shoddy work ethic. Quality is lacking for the price point. Wouldnt recommend.

I usually never do reviews but I had a horrible experience. During the day of purchase everything was great with sales. However they dont tell you all the policies for return or whats on the dotted lines. I was pushed into opening the west elm card for no APR for a year, I was told delivery was only $200. Not only did they take over a month to deliver my sofa which was ready to be shipped but I had to call multiple times to find out it had been at the delivery center for over 2 weeks (I was waiting for the order for over 1 month). To add to it all, the account was never put into no APR and I was overcharged for delivery. I would recommend you to steer away from buying anything here specially If you are not 100% sure you like the items because returning is a almost impossible and customer service is a nightmare. Safe time and headaches!

Horrible experience, scam artist and manipulators! The sales woman named Jen, assisted me and told me, I had to sign up for the credit card in order for me to receive the 30 percent off. I found out from another sales representative that I didnt need to sign up to get the 30 percent off.She lied so that she can receive commission on every person who signs up to a credit card. When she was caught in her lies, she tried to tell me I misunderstood! However, I wasnt the only person she did this to!I made two inquires on my credit and then told the furniture will arrive at different times.. months in between for living room furniture! I complained to the manager, but it was as if everyone was in on a scam! No customer service, for high quality items? I even doubt the quality in their furniture, because they hire the worst type of conartist!!!I thought by going to Paramus and a creditable company, I could trust them!!! However, I was better off going to Paterson, NJ and being treated better!!!

I HAD PURCHASED 2 CHAIRS IN STORE THAT NEEDED TO BE ORDERED. AFTER 2 MONTHS I WENT BACK TO STORE TO HAVE REFUNDED BECAUSE IN THE INTERIM I HAD FOUND SOMETHING BETTER ELSEWHERE. I NEVER RECEIVED A PHONE CALL OR EMAIL THAT MY CHAIRS WERE IN. APPARENTLY THEY SAID THEY HAD CALLED ME AND LEFT A MESSAGE. THEY REFUSED TO REFUND MERCHANDISE I NEVER GOT FOR $1100 WHICH I BOUGHT NOT ON SALE AND IS A NEW ITEM. PRIOR TO THAT I HAD PURCHASED IN EXCESS OF $5 K TO FURNISH MY SONS HOUSE AND RECEIVED NUMEROUS CALLS AND EMAILS FOR PICK UP AND DELIVERY. NOW IM STUCK WITH A GIFT CARD FOR $1100 AND A NEGATIVE VIEW OF WEST ELM. SO MUCH FOR BIG CORPORATIONS THAT DONT REALLY CARE ABOUT THE CUSTOMER.

We like the quality, design and service of WE. Recommend to anyone. Not true that this is a bit better quality than IKEA, its great quality. I would say to pay attention to handcrafted as the word indicates it can have flaws, but you can request a new one if thats the case.

I spent thousands of dollars at West Elm in the past few months and have had issues with almost every single order I have placed. The Halsey sectional sofa is already falling apart and the most recent situation is that they sold me Slope chairs ($399 each) and since the boxes wouldnt fit in the car we took them out of boxes, which makes the item final sale. When we got home and removed the wrapping off the chairs, one had a large stain on it. I took pics and emailed customer service immediately who took 2 days to reply saying I have to call the store - useless. Called the store, they took hours to get back to me and it was a stock person who called me back being rude and accusing me of damaging the chair on my way home - because a chair can get stained in the back of a car considering it is wrapped in plastic???? The manager never called back, I spent $400 on a damaged chair and wasted a bunch of time and effort. NO SHAME!

Solid selection and semi-helpful staff. Its a bit chaotic in there but it seems like they are trying really hard. Great products though.

Terrible customer service, condescending, unprofessional, tried to add on things I didnt buy, before I stopped them. Love their product, however every time after I walk out that store, I ended up feeling terrible!

Not very impressed with West Elm. We had chicken wings which were OK, but small and very overpriced and an appy which again was around $9 for two bites of food. Great beer selection, but the place is small and it was crowded so it was hard to hear my partner which was across the table.

Love this store

My wife keeps stopping in here but I dont find anything here and I would put my home. Its very eclectic and that might be what some people want but I dont find their furnishings to be that all inspiring thats just a personal opinion

I always have great experiences at this store. The management is really helpful, and the furniture is just beautiful.

Some of the items seem to be losing quality

Ask for Shandi ... she is amazing and really wants to make sure you get the best deal for the least hastle ... she loves her job ...

Love this store. The manager is amazing, find John!

On Saturday 5/5/2012 at 4:00 p.m. I walked into West Elm along with my family and was completely ignored. There was staff standing all around and not one person said hello or may I help you. However, they looked at us and started to to the customers that were not us. I guess maybe because we were African American, the workers in West Elm do not think we can afford to buy from West Elm merchandise. I will never go in the store again,

I expected more selection, but I was pleasantly surprised by the service.

Worse customer service and ever. The women had an attitude and was not helpful or listed well either. I will never go there!

Fun store to browse and shop

One step up from IKEA. Similar quality, but a little cooler looking

Mostly overpriced, and there never seems to be enough associate coverage on the floor, even when its not that busy. Ive stopped coming here because of how long Ive had to wait to get attention.

Linda helped us, she was so friendly and helpful!

Nice store. Friendly staff. Most items over priced.

Service is great here. Dont always have things in stock, but thats to be expected with furniture stores

Great place for furniture and not heavy on the wallet too!!

Ordered the Urban sofa sectional on Black Friday and was told that, if I selected the fabric and layout of the floor model, the couch would be delivered in 2-4 weeks because that was their most popular model. I fell right into that trap and placed the order. 2 weeks later, half my sectional was delivered -- but the chaise was not on the truck. I was told that the chaise was on back order and wouldnt be ready until January 10, 2017 at the earliest (7+ weeks later, if anyones counting). January 10 has come and gone and I am now told the chaise will not be ready until February 4, 2017, which is outrageous. Ive had half of a couch in my house for almost 2 months, meanwhile West Elm has all of my money. Weve placed complaints to the BBB already for false and deceptive advertising but I wanted to warn everyone here that this company is not to be trusted. At this rate, Im beginning to explore ways I can recover my money for failure to deliver goods as promised.

Good range of trendy furnishings, just a little expensive.

Good selection of housewares at decent prices.

Great selection of mid-century modern furniture

Pretty nice place to shop for home stuff. Maybe a little bit overpriced but the quality is there none the less.

They never have anything in the store. if you want to buy bedding everything needs to be ordered online. they never have the right size.

Good store, friendly staff, lots of nice furniture. They try to out a lot in the store so it can be a bit tight and busy.

Very helpful staff

So many beautiful things, Its very difficult not to purchase something.

Beautiful furniture.

Very neat but very expensive. Also a singular specific style.

Love the store, and the workers, very pleasant and helpful.

Nice stuff with ample parking but a tad expensive

Decent selection but a lot of the floor models were already broken

Sales staff is very knowledgeable!

Great store, great service

Super modern furniture and accessories for your home

Pricey and quality not that good. Dissapointed .

They have the worst customer service

Great product

TrendyFair prices.

Good sales

Really nice furniture.

Great store, nice and helpful staff

Didnt like their choice of furniture. Cheap and not interesting

Went to see sofas, not the best selection

Nice clean place