Staffs are nice here. We were in the store on the past Sunday theyre extremely busy, its obvious that they dont have enough associates, but you can see theyre trying their best to help us out. I love west elm and its understandable with the shipping issues becauseeverywhere else is the same.

We had a great experience at this store. It is a big store, with room to showcase many of the West Elm furniture styles, fabrics, and colors.We had an appointment with Adrienne, one of their designers, and she was so helpful. She used software to sketch out our room and to show how the furniture would fit in the room. She had creative ideas and kept asking questions in a low-pressure, friendly way, helping us focus without feeling rushed. If you are designing a room, I strongly recommend making an appointment for their design services. It was a very helpful experience.

Rebecca, the designer, helped us figure out exactly what we wanted for a couch as far as fabrc, style and comfort were concerned. And then helped us find sizes that would work for us in our space. She gave us tips on how to lay it out on our floor space at home with painters tape to see which sizes suited our needs best and what we could live with. All her help allowed us to then figure out which sizes to decide on and we were then able to place our order online. Thank you so much for the amazing service! I cant wait for the couches to come in!

Staff very helpful however products I was shopping for were discontinued.

I have been to many popular furniture stores. Williams Sonoma Pottery Barn West Elm have the worst customer service. West Elm employees are more busy working on the displays than helping customers. I dont like visiting any of their brand stores. Pottery Barn kids in Short Hills are one of the worst. Always unfriendly employees. The company itself have good design and prices but it is very unfortunate that they do not control their employees’ attitude.

If you want low quality furniture with horrible customer service, go to west elm.PS: It has nothing to do with the employees in this store, they are nice. Just stay away from west elm. When there is quality issue, you will find how frustrating it is.

Ordered Chairs Back in April 2021 - Estimated elivery was June 2021, got an email to schedule delivery for August 2021 and now they say the chairs are not available till Jan 2022.No proper communication and very poor service

Beautiful well put furniture

Really great experience here. Althought they were out of the quilt I came in for someone was able to help me find something very similar. Cant beat the quality and customer service at West Elm in Summit, NJ!

I agree with most of the reviews here, the service at this location is terrible! We knew which dining set we wanted to buy, but could not get anyone to assist us. We ended up getting basically the exact same thing on Wayfair for less than half the price.

Great experience....beautiful and spacious showroom. I found the staff, designers and management to be very positive, helpful and knowledgeable. Looking forward to purchasing and to working again, with their in-house designers. I highly recommend West Elm, Summit NJ!

Nice store and lovey items. Great decor ideas.

Wish I had read the reviews before purchasing so much stuff here. Very unpleasant manager at SummitNJ. They will be very nice to you the day you are buying something... if you are returning you became their enemy. Never coming back to this store!

Not surprised the store is only 3 stars rating. Very bad customer service. You would think they will welcome you back with a positive experience. NoLearn from westelm Paramus staff.

I love West elm buy this service depends on the day. The only person who helped was a nice young lady sweeping the floors. She gave me a sweet goodbye when I left. Maybe Ill offer her a job at my company instead....

Very nice furniture and home furnishings.

This West Elm store in Summit NJ was the WORST store I have ever been in. The customer service is ATROCIOUS!!!!!! I bought a curtain panel off the FULL-PRICE rack along with other merchandise. I went to return it only to find on my receipt that it was a final sale item...what? There was no notice of this in the store and the salesperson said nothing to me regarding it. They refused to take the curtain back! I tried to explain to them that the notice of final sale on my receipt does me no good-it is TOO LATE!!!! I went home and tried to call the manager Breanne the next day. I left a message for her and still waiting 2 days later for her to call me back. I had to call West Elm Corporate to get a store credit and for them to send a call tag to pick up the curtain. The Summit and Princeton locations are both terrible-the annoyed looks on the faces of people who work at both locations are really terrible. They are rude and look annoyed especially when you have a return. I will NEVER shop in West Elm again. The 1 star is too much for these locations.

We were greeted immediately upon arrival by Jennifer. She was gracious, courteous and patient with us even after we mentioned we just started looking for a sofa. So we were not really sure what it was we are looking for? After a long discussion she steered us to something she liked which we would not have considered ourselves! Although we did not purchase anything I commend her on her service. Cheers to you West Elm!

Dont use the online shop. Customer service and the delivery process are the worst. I order a product on May 25, and still dont have them(3 months waiting), and the expected delivery date appears to be today which happens every time that I log in.They keep delaying the delivery date and its not allowed to cancel it.And the customer service said if I want to cancel the order, I need to talk to her supervisor and need to wait for other 37 people waiting on the line. (What a joke..)

I grew up in Summit, NJ and came back to visit my father who still lives there. My sister and I were very excited to see that a West Elm store had been opened up in our home town but was very disappointed once we stepped into the store.We were first greeted by a salesman named Mark, who asked if he could help us, which was fine and when we told him we were just looking as soon as we began to walk through the store it became obvious that the staff thought we must had been there to steal something because it became apparent they were following us around. All of a sudden salespeople were showing up in places they were not before. We went downstairs to look at the bedroom furniture and things and within 3 minutes a saleswoman came running down the stairs looking at us and pretending to be busy.I have never felt so uncomfortable in my life. My experience was not good customer service it was blatant profiling. I am African American and have never felt this way before. As the majority of the items it the store are too big to just slip into my pocket and walk out with. I was very disappointed with my experience in this store. I will never shop there or the website again.The date of my visit was March 18, 2017. At 10:05am.

Love, Love, Love West Elm!!!! I have never been and was very impressed and super great sales in lower level. Cant wait to go back

The staff was really helpful and friendly! There was a wide selection of furniture and things to choose from. The staff made sure we walked away with exactly what we wanted. The location is really nice and surrounded by a bunch of other cool stores.

I was in the Summit store returning 3 items. Poorly dressed aside, 5 people attempted to credit me for the items with all the proper paperwork in hand. Forget about getting an immediate credit, store credit or otherwise; that comes in the mail in 2-3 weeks. It took 90 minutes for me to walk out of the store before giving me a piece of torn paper off the front desk with the amount that will (hopefully) will be sent for a store credit. At one point, I was given the option of taking the phone to whoever the manager was speaking to, to resolve the issue.Stay away...they do NOT know what customer service is all about.

This location is terrible! The staff are not friendly and get annoyed when you ask a question. Instead of helping customers, they will talk about their personal life in the middle of the store. I will not be returning to this location.

My wife and I are satisfied with the accent pieces and furniture as well. Wish the customer service was just quicker to help.

I loved modern furniture I bought from West Elm. However, product quality of the furniture is not good compared to the price I paid for it. I felt like furniture is expensive compared to its quality control and product material. Cheap material all together. Check out pictures of brand new furniture pieces I bought and this is how furniture was delivered to me with scratches. One of the sofa leg broke within 1-month of purchase. Attached picture will show you quality of wood being used and how it was barely glued.

Poor customer service all other bad reviews reflect my experience there too.

Big store with lots of product. Everybody we interacted with was nice - pretty much every employee checked on us to see if we needed any help etc.

Long story short,I ordered curtains through this location, they sent me the wrong size, Bree, who I spoke to to help resolve this issue was skeptical of my issue, came off passive aggressive, never called me back when she said she would and Im still without the right product. Also, When I did call back, she said shes busy with customers.. as if im not a customer myself with an issue? This company, and specifically this branch has terrible customer service . Bree, you should probably go back through customer service training.

The store is beautiful and the products sold are beautiful but the staff here for some reason all appear highly unmotivated, unknowledgeable and mostly indifferent. Its strange as every other West Elm Ive been to doesnt have these issues.

Atrocious customer service. The staff in this store need training on how to interact with the public. When I spend good money in a store I expect to be greeted with a smile and treated courteously and with respect. The associate I dealt with was genuinely annoyed to be waiting on me. I made a purchase and asked two questions about my item, to which I got an eye roll and asked if I had anymore questions. This type of behavior really cheapens an otherwise luxury brand. Needless to say I will not be returning to this location. I will gladly take my business elsewhere. Clean up your act Summit.

Awful Customer Service & ManagementWas in the store today to return something and was told Sorry - all sales final. When I told them there was NO NOTICE at all of all sales final, i was told (in snotty accent) Its ON you receipt maam.IF THATS MY ONLY NOTICE - THEN ITS TOO LATE LATE, SINCE ITS ALREADY PURCHASED! Ugh- then I get a sob story about how they have no cash in the register....manager is totally useless....I literally had to call corporate WEST ELM CUSTOMER SERVICE just to get my money back.Avoid this store. The service is terrible. They do not care about customers. They are rude, condescending, and unhelpful.Purchase on-line if you truly like this store. If you dont believe me - read the other reviews here.

Amazing! People are so friendly at this location. Rob helped us out BIG time. Cannot thank him enough 😁

Terrible customer service. They will change their faces after you paid money. No proper arrangement for pick-up your stuff, no response when you found out they delivered defective products. They will never call you back or help you to fix the problem when you reach them for help.Also, do not expect West Elm will sell you good quality furniture though they are pricey. Terrible design drove us crazy.

I was very disappointed with the summit store customer service. I called them 4 times this week for a crew designer advise in my house and I didn’t have any return after talk to 4 different people including the 2 managers. I don’t understand at all. For me it’s no star for them at all!

Staff was helpful with my purchases and returns. Attractive merchandise.

Hip store...cant speak for quality but expensive

I’m giving this place two stars due to my frustrating experience with their ship-to-store service. Their process seems unorganized. I purchased an item and it took a month before I was able to pick it up from the store.

West Elm has a very warm and friendly atmosphere, the sales associate was very pleasant. You can get plenty of decorating ideas.

Terrible customer service. I was approached by a short male.. named Mark, he made me feel so uncomfortable. I had asked him for help and he never came back and when I saw him again he was helping someone else. I had to ask for help multiple times. They must get paid good enough there and not need any sort of commission. I love the furniture West Elm carries but Im not going back to that store. I rather make the trip to Paramus.

I bought a beautiful chair

Newly open in Summit, good place for furniture, home decor, and gifts. They have some local, NJ, items, which is nice.

Associates were great, store manager Breanne not so much. Super rude and made us feel uncomfortable - selection was great but probably wont shop here again.

Its a nice size store, the staff are very committed to the costumers

Some nice accessories but the furniture by and large looks cheap and is cheap

Great store, lots of interesting furnishings. Just the prices can be a little high.

Great place to find decor for your home. App the staff was very friendly.

Service isn’t the best. Takes 30 minutes just to get a lamp.

West Elm has the absolute worst customer service of any company Ive ever dealt with. Ive spent the past ten days trying to return four chairs and have just been told I have to wait another week for them to schedule the UPS pickup. The worst.

Staff is unfriendly won’t be returning to shop at this location

Not too big selection of furniture.

Good collection however over priced every item

Management needs training on how to treat customers terrible experience in this location will not shop here again.

Unfriendly Staff do not shop here

Staff is unfriendly and not trained

Gross!

Lame