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October 2024 by Jack Tomy
Lisa is an incredible sales associate! She not only took the time to help us design our own mock-up room but was so swift in answering our questions, offering suggestions, and providing guidance on the most cost-effective order process - we would not have been able to make a decision without her! She is a treasure to have at the store and we will continue to come back.
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October 2024 by Dee Bucca
We had an amazing experience with our recent purchase. David provided outstanding service—kind, patient, and incredibly easy to work with throughout the entire process. The rest of the staff was also extremely helpful and supportive of each other, which made everything easy. It was a truly enjoyable and seamless experience. Highly recommend!
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September 2024 by Despina Kontos
Terrible customer service! First, we kept getting all these emails about free design services etc., not really, we just went in and picked all furniture ourselves, no real design services. Then, and the really worse part of it all, after putting in a hefty order of more than 12k worth of new furniture, we're 6 weeks into the order and we still don't have a reliable sense of when the furniture will arrive! Our order has been pushed back several times, items have been cancelled after we were charged for them and they were showing as "prepared to ship", and we're now looking at 3 months total wait time for the actual delivery. In the meantime, several items are ready for delivery in the warehouse, but West Elm refuses to deliver them, I even offered to pay separately for two deliveries, nope they won't do it. They keep saying we "may qualify for split delivery" but no one really follows through and nothing is happening. In the meantime, Raymour and Flannigan delivered to us within a week in the same area. I love the West Elm furniture but the whole customer delivery experience is terrible. I would never have purchased had I known things would go down this way. We may now get into the holidays without furniture. Very disappointed.
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September 2024 by K C
employee at the counter was rude, the one staff member on the floor was unhelpful & did not acknowledge me.
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August 2024 by Amira Miller
I usually don't do any reviews, but for the last review, I was in the store with my husband and we witness the whole thing. The customer and his wife brought the side table to return, and the associate told them they will need the box back in order for them to ship it back to the warehouse. Which make sense. The wife yelled at the associate and basically told her she doesn't care what they need to do she just need to return this item. I really don't know why people are so rude, and these people just work in the store following what they are told to do, no need to be yelled at. The people who work in this location are actually very helpful and nice. Please be nice wherever you go, they don't deserve your yelling. I also spent a good amount of money in this location and they're always very helpful.
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August 2024 by Saba Sabouhi
Terrible experience!
By far the worst customer service that you could experience!
The staff say lie to your face!
I am a trade customer and ordered multiple pieces for my clients and this is a worst treatment that I have received from this brand!!!
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July 2024 by J
Really nice selection of furniture. The location is great for weekend walks around town.
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June 2024 by Leigh Allocca
I just was in this location today and cannot say enough about this store and more so about Jessica who works there. She spent so much time with me helping me figure out what couch was good for my space and all the details surrounding it. She is so knowledgable about every product and helped me so much! She is the best and I can’t wait to work with her again in future!!!
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June 2024 by Pedal
Horrible customer service. Ordered 2 furniture pieces 2 months ago and after waiting order was wrong! Then on top of that have to wait another 2 months, no follow up after 5 days waiting- they have my money and won’t provide any compensation other than shipping fee. Never again West Elm, this is so disappointing and frustrating. Don’t trust or use them!
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June 2024 by Cedric Warren
Was very informative.
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June 2024 by Hugues-Olivier Le Roux
Excellent products / Bad customer experience
As loyal West Elm customers for over six years, we've invested in four sofas, one living room table, and two consoles; all of these purchases have consistently impressed us with their exceptional style and quality.
However, our satisfaction with your products is unfortunately not mirrored in our customer experience. During most of our visits to your Summit store (NJ), we've felt overlooked. This was once again the case earlier this year when, despite spending a substantial 30 minutes considering a sofa (the one we purchased => ~4,000 USD), no staff members approached us. It was only when we approached the cashier to proceed with our order and payment that we were acknowledged. Furthermore, when we sought guidance on cleaning and/or maintaining the materials, the staff referred solely to information available on the website (i.e. reading the website in front of us). This begs the question: what is the purpose of visiting the store if not to receive personalized advice and assistance?
We urge you not to single out any particular salesperson in this feedback, as our experience reflects interactions with multiple staff members over the past six years.
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June 2024 by Jessica Duran
I had a good customer service experience at the store. Dan Chi was patient and helpful.
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June 2024 by Jessica Chriss-Malone
Large, two-floor showroom featuring home furnishings, decor and bedding in downtown Summit
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May 2024 by Lucia Mauriello
Store is so well organized and the staff was exceptionally kind and helpful. Thank you so much to Megan who helped me with my purchase today!
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March 2024 by M Raby I&S
Terrible experience picking up an item. Such rude and arrogant staff member for no reason - first time in this store, absolutely won't be back ever again.
