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:1. 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.2. 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. LOLSo 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 for furniture.

I thought West Elm was a high end retailer. So far my experience has been nothing but shabby to say the least.

Service is absolutely horrible. I placed my order with Madalyn and after the order was placed, Madalyn has not helped me one bit. Instead, I’ve had to call West Elm customer service myself over 10 times now and sat on hold for all of the calls. This furniture is WAY too expensive to provide this HORRIBLE of service. Buyer tip- don’t buy from a sales rep at this store as they just want your commission and don’t do anything to help.

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! AVOID THIS STORE.

Nice spot to shop on west side of red bank

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 wasnt 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. Its 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 Elms style, I will never buy another item from this location.The store is beautiful - but I highly recommend making big purchases elsewhere.

Ordered a plate online which was available for pickup same day. opened package right away and was just amazed. It had numerous scratches. The salesman did not even blink when i raised the question.

This is the only west elm location Ive ever been in that was not fun to shop and walked out not wanting anything. I even had a gift certificate to spend and still walked out empty handed. It is a shame because looking on the website there are plenty of things Id like to buy. I understand not every item can make it into every store, however I just felt this location was merchandised very poorly. This is the only location I left feeling pretty bland and uninspired

The staff here is amazing! They are very helpful, personable, and professional. Special thanks to Dana and Michael for assisting us in the purchase of our couches. I highly recommend working with their in-store staff rather than shopping online- they are experienced and give the attention needed rather than just clicking away online. Thank you!!!

I cant say enough good things about the staff at this store. I shopped over the course of a week. Dana was the first person I worked with. We brain stormed in the store and over the phone. The day I went into the store to purchase she was out sick. But she alerted the management team I was coming and they were prepared to help. They helped me design the layout for the floor plan I provided and select all the pieces I needed. Mike and Christy in particular were so helpful and so patient. But others in the store helped too without being intrusive or making me feel overwhelmed. It was the perfect in store experience. These days I do most of my shopping online. But the team at Red Bank West Elm reminded me that there is no substitute for great in person customer service.

The red bank store is great, however the quality is a joke. It’s a $3,000 couch that I purchased and it’s barely used by myself and one other person. Not even every night. Yet the couch foundation cracked. Shocker the company won’t do anything. Disappointed. Wouldn’t suggest their couches but I have other small items that are fine.

Carol and the entire team at this location were absolutely amazing! Super helpful and patient as we browsed every chair and couch in the store. We love West Elm as it is, but this store went above and beyond and helped make our decision much more painless. Thank you all! We look forward to coming by again soon.

This store is always gorgeous and I find myself going often and picking out things Ive never noticed before.I go to be inspired and I always leave with something in hand cause I need to have something to take home from this beautiful place.The staff has always been accommodating and friendly. Jimmy the store manager cannot be nicer or more helpful.If I could I would send my direct deposit there cause I want EVERYTHING!

Me and the Mrs. have been looking for a new couch for a few weeks and West Elm has a great sale going on. After seeing a few possible sofas on their website, we decided to stop by the Red Bank, NJ location while on the way back north from a trip to AC. We figured we could get a few swatches and get some more info on the pieces we were interested in. We were there for about 20 minutes before we walked out. No greeting from the employees. Not one person asked if we needed help. None of the employees even made eye contact with us. We ended up rooting through their swatch bins on our own but were so put off by the employees that we left. I would like to call the customer service trash but non existent would be a better description. It was very disappointing to say the least. Restoration Hardware has been our go to home furnishing store for nearly a decade but we wanted to try something new. I guess not. Thanks for nothing West Elm in Red Bank.

Complete NIGHTMARE to work with. Their sales team makes open ended promises that their fulfillment center has no intention of completing. After spending thousands of dollars with this company I implore you to take your money elsewhere! Not only will they deliver 3 months LATE but the will also threaten to put you in collections after giving you a discount for the amount supposedly discounted for their own failure as a company! I have never been so spoken down to in my life. Clearly their team could use a course on business ethics! I should invoice them for the amount of time I have wasted on the phone and waiting for schedule d deliveries that never show up.

Some unique and trending home furnishing ideas. Courteous and helpful staff.

I actually really love West Elm but the staff at this location is awful. I like being able to browse and shop without being followed around the store every second which makes for a pretty uncomfortable shopping experience especially in a store that’s more on the expensive side.

Nice product but the staff leave more to be desired. I went in one night to look at a fixture that my wife wanted the green light on. I spoke to the sales staff and informed them that we wanted to purchase it, and that we would be calling tomorrow morning to do so. They neglected to inform me that the fixtures price was going up tomorrow. When we called to purchase, they would not honor the price from the night before. Customer service was certainly lacking and we ended up getting what we wanted somewhere else.

Beautiful furnishings and very friendly, informative staff. No one was pushy, everyone was happy to answer questions, and never made us feel like we were pressured into buying anything. Great experience!

Was an average brunch that was overpriced. Example is the 24 dollar lobster roll. Service is ok and food is above average

Open nights. Great to visit before theater. Great stuff.

Everything is incredibly overpriced. The staff is nice but they treat you a little bit nicer if they think youre wealthy.

This is a great store of cheap imports for dorm room furnishings, temporary use, etc. Some of the designs are nice knock offs, but on a scale of 1 to 10, the quality of materials in most cases is about a 3.

The staff in the store are nice and helpful. Unfortunately I cannot say the same for the employees that work at the customer pick-up. They are very rude and not accommodating. They were not willing to help put all my items in the car, I basically had to do it myself. Terrible customer pick-up!!!!!!

There was a sale and a Halloween event, so free candy and cookies. Also this place smells great.

Cool stuff. Gold+wood+glass=👌Cant afford most of it though.

The stuff is great, but customer service sucks. I am currently on hold about an item and have been waiting for 45 minutes. Ridiculous.

What a beautiful store. Cannot wait to go back.

Very nice stuff but not too much of a selection.

Big selection and very nice and helpful staff! Its my favorite West Elm!

Very good sale going on here on great items.

Beautiful high end furnishings for the home

Very cool, but pretty pricy!

Beautiful furniture nice shopping atmosphere

Great location and facility.

Beautiful furniture and decorating ideas.

Terrible staff!Just horrible...

Good selection of furniture

Walked through, not one employee acknowledged me.

Fantastic

Classy stuff

AWESOME, AWESOME, AWESOME