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August 2024 by J G
Ordered two matching coffee tables, first one was a MONTH over an already pretty long shipping date. After a month over, i get an “order cancelled” no explanation, nothing. Definitely think twice
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August 2024 by Rene Balanza
It's been 8 months and am still waiting for my item that said would take only 2 weeks. And on another order it took 3 months for them to cancel the order, customer service is terrible for this company. I did receive a few items and they work very well, but I am very hesitant to ever buy from here again due to the couple experiences I've been through. The premium price is for the high quality items and delivery experience, customer service if something goes wrong is poor.
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July 2024 by Averi Westerman
Would give this particular location 0 stars if I could. The same sentiment is plastered all over the reviews here, but I will still share my piece.
If you don’t walk in with your designer handbag/ clothing don’t expect to be treated with any respect here. I have never experienced an associate who is more disrespectful, condescending, belittling, unhelpful, lazy, rude, judgmental and borderline prejudice in my entire life than what I was met with at this location when I came to pick up my piece of furniture I had already paid for. If I hadn’t ordered in advance, I would have immediately walked out and gone to another store within the first five minutes. I wasn’t acknowledged when I walked in the door initially, and when I finally spoke to the woman at the front desk, I couldn’t get her to say more than two words to me at a time or even make eye contact.
And, to top it off, if you ever need any help with your order because of a mistake they made, don’t expect anything there either. They will talk to you / treat you like a child, not take any responsibility, and will make their mistake your problem instead of talking to the support team and finding a solution on your behalf like any store with semi-decent customer service would.
I’m not sure why someone like this would ever be hired to work in retail / customer service, but the entitlement and laziness is absurd. Maybe my $800 dollar bill was not high enough? Who knows.
Advice to management: If you expect people to spend money here and recommend your store to others, reconsider who you have working the sales floor or invest in some serious customer service training. It is shameful how your employees treat paying customers, especially at the price point / brand recognition your company has and this needs to be addressed.
Advice to customers : Take your business elsewhere.
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July 2024 by Chuck Allen
The visual manager here is amazing. Knowledge and professional
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February 2024 by K J
Spreading only from pricing and store lay out- very competitively priced compared to other furniture stores. Was pleasantly surprised with the modern aesthetic layout.
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February 2024 by Patrick Winter
Comically bad experience here. Purchased a sectional and the sales woman did all the ordering. She was pretty rude but I chalked that up to the holidays and was eager to just make the purchase and be outta the store. The two items arrived at diff times (as she mentioned would probably happen) but the colors are completely different. I talked to one of the managers over the phone after receiving the different color and she explained they're the same color (puzzling based on the picture). She told me she'd create a incident and west elm support would reach out immediately. One week later, no call or reach out, so I went in store to help remedy.The woman in store claimed it was a dye thing and they're actually the same color but because they get their material from different supply sources this can happen. I tried to explain that the colors are so off it's joke and shared them picture. I also tried to explain that I'm merely trying to receive and what were next steps. They told me to work with the support team who finally reached out after the store escalated. Upon sending the pictures, the support team said they couldn't see a difference. I asked her if she was joking and we're now on several hours of images and escalation.Thanks for the yin and yang colored couch that's supposed to be matching, waste of money, time and poor customer experience.
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November 2023 by Hunter Johnson
Recce (I most likely spelled incorrectly) she is an incredible at her job and at customer service. Proving the team at this store was great and very helpful.
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November 2023 by Michelle G.
Super cute shop! Stopped in here while taking a walk with my friend & son. It was such a cute shop! Smelled amazing & lots of Christmas things to choose from this time of year. Small parking lot but plenty of parking that is available. Staff is sweet & interacted with my son .
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October 2023 by Buzz L.
How in the literal F is this place still in business? All of the 1 star reviews are 100% accurate. Miserable staff and service. Decent products but holy wow I will never buy here ever. EVER! Total A hole employees. Off to Restoration Hardware we go, with our $15k sectionalpurchase !
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October 2023 by Xiaoyin Wang
Like this place in Solana Beach fashion district. Bright, cozy, friendly, and warm.
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October 2023 by Steve Smith
This brand and parent company have some top tier finds
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October 2023 by Tim Harrington
Sales people not very helpful
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August 2023 by Marilyn Christopher
I was so well taken care of. Lahanna and Carrie did such a great job helping me. I had to wait 5 months for chairs, but so well worth it. The furniture is such good quality. I highly recommend doing business here.
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August 2023 by Mizu
Don't waste your money, when we had a problem we called customer cervice at least 6 times and they told us they will call us within 10 days, it's been 4 months still we couldn't reach anyone ...nobody helps us, and their stuff is also not good quality...
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July 2023 by Lon D.
Oh my goodness. What a terrible policy on shipping out items. We ordered an outdoor table and benches, hoping to enjoy them for the summer. Estimated shipping in May. Then we find out there is a hold up on the benches and they refuse to ship the table until the benches arrive (we tried asking multiple times). It's been over 3 months now, summer is almost over (we are in August), and still nada! Tried cancelling and they want me to pay $300 for the non-existent shipping? How does that even make any sense since they haven't shipped me squat? In the meantime, they've already charged my CC for the full amount. Opening up a dispute with my CC. What's to prevent them from withholding delivery forever until I give up and eat the $300? This is fraud and I will never do business with these crooks again. Beware, this may happen to you as well!
