west elm — Local services in Red Bank

So I finally order an MTO harmony sofa. After three months of waiting which I get it everything is backed up now, the couch comes in and it’s delivered in complete. I called up the delivery man right after they leave to let them know the piece is missing. They tell me I will hear from someone within the hour. Two days later I decide to call back because no response from the company. They tell me my options are: Return the couch and get a full refund. Which means I have to go purchase something else and wait another 3+ months for something to sit on. The couch has been discontinued so they’re not sure if they can get the part. In which case I have to fix it myself and will be given a $350 voucher on a $3500 couch. LOL

So I wait to hear back and they sent me an email stating that the part will be delivered to me January 4. Three months from now. Which means I now have an incomplete piece of furniture for an additional three months which my five-year-old daughter will no doubt break by accident from jumping on it. Upon which I will have to get that part replaced and it will probably be another four months. I go to the store where I place the order which they have a floor model and ask them why they can’t just give me that piece and they say it’s not their policy. Upon which I am just giving many apologies and I am SOL. I will never purchase anything from this company again and can promise you I will tell the story to everyone looking...

Buyer beware. The service here is the worst I have ever experienced. Salesperson Dana told me the benefit of ordering my sofa through her instead of online was that she could keep me informed of my order and help if any issues arose. Well when tracking stopped at the first step for over 25 days and I reached out because the end of my delivery window was nearing, she had zero information as to when I could expect the sofa. She told me I would get a call from the delivery company but I did not. Then when I emailed her on the last day of the delivery window asking for her to help, she felt totally fine telling me that they were well within the delivery window -- because that day they changed my window to a completely different set of dates. She wasn't a customer service rep overseas that just sees what the computer says, she sold me the sofa and knows I had been inquiring because the window was over. I am in awe that she thinks that response is ok. She made mistakes with my initial order and just continued to fail us. It's been over two months since I made the purchase, over a month since they charged me and I have no idea where my sofa is. Wish I had read all the reviews about how bad the staff is here before I made this large purchase. Despite my love for West Elm's style, I will never buy another item from this location. The store is beautiful - but I highly recommend making big...

Rude serviceee and bizarre lack of interest in actually selling their merchandise. I went into West Elm Red Bank ready to purchase ca $3000 worth of bed, tables, two small and one large coffee table and a cover. The service was so terrible I left without purchasing anything. When I asked a floor rep to measure one of the coffe tables to confirm size, she reluctantly got up from her computer, did so, and when I said I wanted to order two she asked if I wanted to do it in store or online (I guess she was busy.) If I wanted to order online I could have--I wanted to see the items and check their quality and measurements which is why I took the time from my day to go to their store. Went upstairs to check out a blanket I had previously identified and asked the floor rep dusting a shelf to open up one up or take down the one on display. She said she could not. When I insisted, she muttered under breath and went to check with her "visual display manager," --and came back to say she could not do this. I guess rather than actually selling the items, their display is of more importance. She was largely uninterested in helping me after that, suggesting that West Elm did not have what I wanted when I asked about the sizes of throws and other covers. My desire to purchase anything from this store vanished as I then did--and so should you! ...