west elm — Local services in Summit

Note: This is not a review of this specific store, but rather a review of the company as a whole. They don’t provide customers with the chance to review their products (likely because they know what absolute trash they sell and are too scared to open themselves up to negative feedback).

Whatever you do, do NOT buy a couch from west elm. My husband and I bought a custom sectional with two reclining chairs in the alabaster performance basketweave fabric. The store clerk told us you could spill wine on the couch and as long as you wiped it up quickly it wouldn’t stain. This made us feel better about buying it in the alabaster color because we have dogs. Let me clarify that this is NOT the case for dirt. This fabric is horrible. We’ve had the couch for less than a year and it’s already discolored and the pilling is CONSTANT, despite customer service telling us it would stop after a few months. They sent us a tool to use to remove the pilling and it made it worse.

When it came to delivery day, I got an email saying they cancelled the entire delivery because two pieces were missing. This is after months of waiting because it was a custom order AND they were already delayed a week. We made them deliver the pieces they did have, but it took them another three months to make the missing ones. They did give us a credit for this inconvenience, which was appreciated but we were still stuck with an incomplete couch for months.

The sectional does not stay together, the reclining chairs are unstable and we’ve fallen backwards with the bottoms tipping up multiple times. The cushions have completely lost their density and we can’t rotate them around to even out wear because they are attached to the couch. All in all, we wasted $8K and their product guarantee/warranty doesn’t cover any of the issues mentioned so we’re...

My husband and I went to this store location to return an online purchase for a damaged item (West Elm was supposed to replace the damaged item, but instead they resent the same damaged item... which is unacceptable). The first sales associate was not able to help because he was confused. The second sales associate turned us away because apparently online purchases cannot be returned in store. When we explained the situation that we called customer service twice and nothing was resolved and was hoping for her help to reach out to the customer service team herself, she pretended to dial the phone and said, "They're not picking up because it is a Saturday. Unfortunately, there's nothing I can do, so you need to resolve this on your own at home." We called customer service AGAIN 20 minutes later, and someone picked up within 30 seconds... so not really sure where her claim came from about "West Elm customer service is unreachable on Saturdays." Luckily, Dennis from customer service was able to help, and hopefully this time around we will NOT be receiving the same damaged item / West Elm will not be selling this damaged item to a different customer in the future. Overall, this was a horrible customer experience until Dennis came along. I do NOT recommend visiting this West Elm location in Summit because the sales associates there were little to no help and very...

I order a Harmony couch set with chase from West ELM, Summit NJ. It was worth almost $6k

They delivered the couch with mismatched clips. This was their "white glove" delivery. I called them asking for clips to be fixed.

One week later they sent another section of the couch (which I already had) with same clip problem. I sent them back and called them again. They said they got it this time and sending a clip which will take 2-3 weeks.

They came again with a clip of a different kind and again did not work. I called them again and they said for sure they will get it fixed and are escalating it.

A week later someone calls scheduling delivery. I called them a day before the delivery stating please make sure it has clips and they confirmed it will. Again it came with no clips.

I was fed up with this back and forth and asked for return and refund. Now they are saying they can only issue refund when the return reaches delivery center which I have no control over.

Honestly, the experience has been pathetic and West ElM should be really ashamed of themselves. I went to it assuming it is a premium brand and its clearly not.

PLEASE PLEASE DO NOT BUY FROM WEST ELM if you value your money - I know I will never buy from there. Spend your money somewhere else. My money was stuck with them for 2 months and I could NOT...