I am not happy to write a bad review, but hoping it will help corporate understand this store's extreme failure in customer service. The staff is incredulously smug, unhelpful, flub purchases/orders, and are genuinely annoyed with customers. I thought it was just me, but as I continued to shop this location, I overheard the rudest remarks staff were saying to their customers, and behind their backs. Steer clear of this location until corporate corrects staffing issues. read more

Super poor experience... We ordered several pieces of furniture for our living room. I was being helped at the store and was told my items were going to be shipped the next morning. After several days I checked the provided tracking number only to find out the delivery date was pushed three months out and half of the items were placed on back order. Customer service wasn't a help and neither was the physical store as they could not sell their floor items to complete our order. I didn't get notified or called about this change. It was generally a disappointing experience... So I am stuck with several items i can't return without losing shipping costs. I would not have went this route knowing I may or may not have a complete set... again, super poor experience. I would shop elsewhere. read more

If I could do less than one star I would. I did a return at this store and somehow they only refunded 2/3 of my purchase even though I did a return with a receipt from an online purchase. I have had broken promise after broken promise from this company and I will never do business with West Elm again. In my book they are crooks! My advice... Stay away from their overpriced garbage and crooked customer service. read more

I bought bed side lamps on line! They were beautiful but impossible to safely mount on the wall. I now have 8 holes in my wall, they were very heavy and poorly weighed! My husband is very handy and after 3 hours we gave up. I couldn't get them safely back in the box to return. The parking is terrible at the store but the customer service was so polite. I did park in their curbside parking because I needed to carry the boxes in. The clerk was so polite and helpful I wish I had gotten her name but very much appreciated her help. It's so nice to see wonderful customer service ! read more

Wow! We were ready to purchase a new large sectional and ottoman and were excited to see what WestElm had to offer. We walked into the Solano Beach showroom and walked around and was never greeted by a sales person. One was with another guest but the other two (maybe three) were just hanging by the register or fluffing pillows. Not even a hello. It was so weird. Not that this should matter, but we look like (and do) fit the target market and demographic of the West Elm clientele. Obviously, we took our business elsewhere. Too bad because the products looked nice. read more

I received an online order, a glass Christmas tree, which was ridiculously shipped in a soft package & was totally shattered!! So, I drove 30 minutes to this store, and they would NOT exchange it for the EXACT same item sitting right there!! The manager said there was nothing they could do but MAIL me a gift card because it was an online order that needed to be processed differently!! Can you believe how absurd this is?! WORST customer service EVER!!! They could not even give me a gift card while I was there. He did not even apologize for the shattered item or the inconvenience. I found out that West Elm gift cards can be used at Pottery Barn, so that is where I will be shopping. Never again West Elm!! read more

west elm - Delivered Shattered glass tree - Furniture Stores Near Me - Solana Beach, California

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I would give a zero if possible. Ordered a chair 5 months ago. Delivery was to be between June 6th-11th and it just now is supposed to be silvered tomorrow (August 12th) six weeks late. After many phone calls (put on hold for 30 minutes each time) and emails it was discovered to be sent to the delivery location May 6th. I guess it has been sitting there for 3 months! No one wants to take responsibility or correct the situation. N #neveragain read more

I ordered three pieces of furniture in March for ship to store. After 15 plus calls and hours spent on the phone (and subsequent cancellations of the orders without notification) I only have two thirds of this order.....what am I going to do with a single nightstand? Put it at the end of the bed? While the service calls have been friendly and seemingly helpful at the time of the call, the company and the employees are quite incompetent to fulfill orders. read more

Been standing here for 10 minutes. Cashiers ignoring me. No acknowledgement. Finally had to ask if there was anyone that can help me. No response. One cashier walks up to the register. Rings me I pay she says thank you and I'm on my way. Less than a minute. I wonder if I would have been helped if i didn't ask. read more

west elm - Furniture Stores Near Me - Solana Beach, California

Made two appointments for a designer to come to my new home. The first was cancelled because the team member quit, and the second appointment was actually never input into the system. I had to call the day before and ask if it was confirmed with them since it seemed strange I hadn't heard anything - it took them 10 minutes to tell me they had messed up and there was no one scheduled for my appointment. Now, don't get me started on when I walked into the store. I asked for a specific table and the employee looked at me as if I was from Mars - what table? What color? That happened three times! Terrible store and treacherous customer service. You'd expect a lot more from the Cedros district in Solana Beach. read more

Unfortunately, our barely two-year old outdoor dining table has developed two large cracks. When we contacted West Elm they were unsympathetic, stating it was outside the one year warranty and suggested using a furniture repair service. I expected WE furniture to last longer than two years. We are unlikely to purchase anything else from West Elm after this incident. read more

I never write reviews but the incredibly rude customer service I have received at the Solana Beach West Elm store on two separate occasions was appalling. On both occasions, both woman and worked at the front check out area. They were sharp and acted like I was bothering them. I will never shop at this location again. I walked out thinking what in the world are these people doing in customer service. The manager of the store should have a serious meeting with their staff. Not to mention both of my home delivery orders were weeks past original date for expected delivery. read more

If I could give this company a 0 star rating, I would. I ordered pillow cases and a duvet cover March 8. And I CLEARLY remember the website stating that they had this item IN STOCK. I HAVE YET TO RECEIVE MY ITEMS. When I looked into why there was a delay- I come to find that the items I ordered were backordered. Today, I tried cancelling my order because I don't want these items at this point. They can't cancel my order because it's "in fulfillment". So my only option is to now wait for these items. My tracking information says it will be here in October. OCTOBER?! ARE YOU KIDDING? 2 weeks ago it said it would arrive at the end of August. This is beyond unacceptable. DON'T BUY FROM WEST ELM. read more

I have been a long time West Elm fan, but yikes. I think I have to walk away from future purchases, all together. Today was just the tipping point for me after a series of poor customer service experiences I've had. Many of the store associates look like they are learning the job 100% of the time and I'm tired of being "helped" at the check out and service desk for 15 minutes for a simple purchase. I visited my local West Elm store today, and asked if they had an item in stock. "No". Okay, that's fine.... I'll go ahead and order with the associate in store. They say to me "You get 20%" off (yay!).... "oh wait, you don't.... it's ineligible." They tell me they can apply my 15% military discount (yay!).... "oh wait, we can't apply the military discount to this purchase." I ask if I can at least ship to the store to save on shipping.... and you guessed it, NO. The item does not ship to the store for pick up, free of charge. The item, you ask? Not a dresser or big bulky item. A BLANKET. A basic cream colored blanket. This would all have been annoying but tolerable. I get it, things sometimes don't work out. But there was literally empathy from the associate or her supervisor, not even an apology for standing there for 15 minutes to attempt to order a blanket. The supervisor simply said, "It's ineligible" in a curt manner. If I was a store supervisor and I put a customer through all that, I would DEFINITELY honor that person with even a 10% discount - because we all know they can do that. Best case scenario happened, though. I did end up saving money by ordering the product direct from the maker (yay small business). I literally did not pay shipping or sales tax, saving over $25 than if I purchased through West Elm. West Elm Solana beach: Please take Customer Service 101, honor the discounts you promote and an apology goes a long way. read more

Wanted to love it... Here's why they won't succeed in this location: lack of inventory on the floor and horrible (if even existent) service. It's a Friday afternoon with not a lot of shoppers. I waited at the counter with another person who wanted to pay for an item. A gentleman who worked there came up to the counter, saw us both and said someone will be with you shortly. 5 minutes later...still waiting. You DON'T leave paying customers waiting. I walked out and they lost the sale. Won't be returning to this location. And good luck on finding much from the catalog. Lots of weird empty space in the store. Not impressed. read more

I come here often so this review is long overdue. This store is my favorite of all west elms for many reasons. It is always so clean! So organized (even when it's super busy with customers) everything always smells amazing, They literally have the best quality bedding-around, and lastly, most importantly the staff is always sooo helpful. I have bought items and exchanged them after bringing them home and I was not in love with it. They returned full refund etc.. Belinda Foate is my favorite. I'm lucky to have her help me and my twin brother time and time again! She is a book of knowledge and smiles...So that sparked the review but non the less everyone is outgoing and willing to do whatever it takes to make that beach community clientele happy which takes skill read more

Really bad customer service. I wanted to purchase 2 shams and they only had one available to purchase, but on display they had another sham period I asked if I could purchase the one that was on display, and they said no. They said that I could either order it online (which I'd have to pay a shipping fee) or pick it up at your other store in mission valley. When I asked if they could ship it to the store in Solana Beach two of their sales people started mocking me, and jokingly said "Oh I'm so sorry that you have to go out of your way and go to another store". Really rude and unnecessary. The woman Who was checking me out up front (I purchased a duvet and a throw pillow) was very friendly, but the other two sales people were very rude to me and not helpful at all read more

Placed an order day after thanksgiving for a dresser, two night stands and a tall 5 drawer stand. today is February 18th and I still do not have my stuff. The expected date was originally in late December which changed to January which changed to February. Last week they delivered the tall 5 drawer one night stand and dresser. The dresser has a crack in the wood and the knight stand base is messed up. So nearly 90 days later and I have one item that is good. My wife has continually called and the customer service says things are missing or they cannot contact drivers. This morning items were supposed to be replaced and my last night stand to be delivered; we had a time frame and everything confirmed but online it was cancelled and the rep Michelle from customer service is of no help. This company is horrible and not worth it. They've had my money for almost 90 days and haven't delivered on their end. I have had other furniture custom made from Ethan Allen I ordered on December 18th and all of that furniture was delivered within 4 weeks, custom made and perfect. read more

My low rating is due to the logistics department, which gets a 1 or zero. If it was just the store, it would be a 4 or a 5. The staff in the store was very helpful, especially helping me work thru a not small, delivery problem. read more

Future Buyers Beware! Furniture is beautiful. But, after you order--they can't seem to get their delivery correct. We ordered an in-stock couch only to have it delivered broken. It was taken back and was supposed to be re-delivered today, but something else was found broken. Now, waiting another 2 weeks for a shipment. When I asked for compensation, I was told I was told that I would be given a 15% credit to the store, but just for the first delivery error. They can't compensate for this new round of a mistake. read more

If you have four months to wait for your furniture, this is the place... maybe. We ordered a sectional sofa on September 8, 2020. Today is December 21, 2020. We've been assured of postponed delivery on 11/21, 11/30, 12/1, 12/11, 12/14, and 12/21. Today we're being assured of "by January 4, 2021"... read more

This is a review solely for the delivery service, not the store itself. We purchased a 94 inch dining table about 8 weeks ago. When it was delivered, they sent us the wrong sized table (82 inches). We were not happy to say the least. What compounded the issue is that 8 weeks later, we are STILL waiting for them to remove the old table and replace it with the correct one we had purchased all along. You would think that when it's the company's fault for delivering the wrong item, they would make up for it immediately. Yet here we are 8 weeks later still waiting for them to rectify their mistake. Pretty much done with this company. CB2 sounds like the way to go going forward... read more

Nice store, friendly helpful employees. I appreciated the classy set up including hand sanitizer, complimentary masks and health guidelines placed right inside the front door. Since we are living under the "honor system" when it comes to who should wear a face covering, any sincere effort a business makes (like this) is a win. Of course the whole thing is voluntary, but It does speak to how west elm cares about the greater good and not just beautiful aesthetics. Good value for good looking furniture and accessories and also the Staff is excellent about seeing what their "Sister" stores (Pottery Barn) offer if they don't have exactly what you're looking for. 5 stars for this location in the design district and even the Clientele was absolutely as pleasant as the store Staff. read more

So disappointed with the lack of customer service provided by this store. I called to ask them to help me cancel an order that's been delayed 3 times as i couldn't get through to anyone at the 800 after sitting on hold for 40 minutes. Their response was "well, we would have to call customer service too, so we can't really help you?" ?!?! When I asked if they would also have to wait 40 minutes on hold to help me, she said "i have to put you on hold" and disconnected me! Store has been understaffed every time I've visited in person as well. read more

This company is so corporate that not even the employees can follow the receipts for purchases. if the product is from the online orders it is treated as if it is a different company than the store. Deliveries are very unreliable. Employees come and go. The furniture and accessories are attractive but cheaply constructed. Prices are at times good so you get what you paid for. the accounting was a big nightmare. not worth it. read more

I love this store so close to my place! Not only they have beautiful stuff of all kinds, prices, styles, tastes, colors, but the staff is great. KUDOS to manager, Tony Coburn, for his professionalism, patience, and great service. His staff is friendly, eager to help, and relaxed! Will come back soon for sure! read more

Sales associate helped me return items - believe her name was Melinda. She was wonderful and so helpful.

You guys! Don't shop here!!! The service is crazy, crazy terrible. I bought some stuff for a client and before purchasing it ASKED if I was able to return the items, they told me yes. I came in today to return 3 (out of 25 items) that I purchased and the manager (long curlyish hair tall women) came up and was so Rude that I just couldn't believe my ears. Her attitude needs a check and she cannot just come up here in our friendly Solana neighborhood and be a sassy mean girl. There are so many beautiful friendly local shops on Cedros that will gladly take my money, with a smile, and returns if the items don't work out. She tried to argue with me that I didn't buy the items at that store, which my receipt SAID CEDROS WEST ELM. She then got even more rude and tried to make me look so stupid and embarrass me in front of other people. I have never, ever experienced that kind of service anywhere. She didn't even say anything else but turned around and walked away with a smile. I'm not one to cause a scene, but I hope someone does one day and teaches her a lesson. She thinks she knows it all... read a book about customer service and how to be kind lady. It'll help the store out, a lot. Will NEVER send any of my clients or bring them here to shop ever again. read more

Love West Elm, but super disappointed in this location. We've been in twice to purchase furniture and have been completely ignored by the staff. We were in the store 30+ minutes, pulling out sleeper sofas, clearly looking for furniture and no one spoke to us. It's a shame. I'll purchase from another West Elm (Mockingbird Station in Dallas has great service) or online. read more

Not sure why all the bad reviews. I was greeted and helped immediately by Lahnna. She was friendly and very knowledgeable and helped me make my purchase quickly. She made sure that other customers were being helped as well. All the doors/windows were open, which I appreciate during Covid. read more

Great experience shopping for new furniture. Georgia and Lahnna were informative and price conscious. I am enjoying the furniture and appreciate their support and coming to the home to provide a consultation. read more

I have been working with West Elm on a couple of projects. They have been nothing but helpful. Rebecca in the design department is especially useful. She has a great eye' read more

Do not buy anything from this company. They have a 1 month warranty!!!! I spent a lot of money on their furniture, two outdoor tables, one of which is defective, the other is fine, their customer service told me they would replace it but then changed their mind because it's not 'according to their policy' - what an awful disgusting company!!! read more

Very rude and inefficient staff. Specially the manager Tony has no sense of customer service. First, they made a mistake in placing my order by ordering a wrong item and after three weeks when I went to pick up the item, they just wasted my time and did not acknowledge that they made a mistake. Looking at the other reviews, I am sure that this store is not going to last. read more

Made an appointment for a designer to come to my house, no call-no show.. Not surprising as the store is not well stocked with many fabric samples. It's difficult to get helpful staff...although I did run into one of them so they aren't all worthless. But the overall experience is frustrating. read more

The single best customer service experience -- courtesy of Elisa who has personal shopped, picked, designed and advised us for months ... Shes dynamite, her professionalism and friendliness is unmatched. We are huge WestElm fans because of Elisa and her astounding service and attention to her clients. read more

Went to the unofficial Grand Opening tonight. The store is amazingly beautiful. Great addition to the area. They have such a variety of home goods. You have got to check this place out!! read more

We purchased two Harris Chairs and media center which were delivered in January 2021. The Harris Chairs were the incorrect color. We called the store immediately, emailed the store manager and customer service pictures. West Elm agreed to replace the chairs in mid January. We have been calling the customer service line since January with zero return phone calls. The store employees have emailed customer service to assist us. No one from customer service has called us since January. On March 1st I made another attempt at calling the store for help. The manager at the store was very helpful and emailed customer service. The manager said customer service would call me back within 24 hours. I also called the store again on Match 6th. It is now 7:30 PM March 8th. No phone calls from customer service to assist. West Elm's store employees are great and very helpful. Their customer service department is horrible. Buy your furniture at another store. read more

Contrary to the previous reviews magnifying a "horrible" customer service, I went here today and have experienced a warm, professional service from not just 1 sales associate but all of them. I first called and asked first if they have in stock an accent chair I was looking for. Spoke with Carrie, she checked on her system and sounds like to be sure it's the model I was looking for, she also went to their inventory. I waited on the other line not too long and got a conformation from her that it's there! She took my phone and name to reserve it for me. The store experience, I went straight to the cashier and asked for Carrie. She was there and very swiftly, we did the payment transaction and off she went to their inventory to ask someone to pull out the chair. I was able to look around the store and was greeted by a very sweet lady, asked if someone already helped me and I said yes. Made me smile the whole time. Fyi, I work in customer service handling top customers in a global company. I sure will tell if a service is bad, good or outstanding. With Carrie and the sweet old lady (sorry, I didn't get her name) they just nailed it. Nice store, deserves too notch service. Thanks, Carrie and all! read more

I was so excited when West Elm came to Solana Beach. I have been driving down to San Diego (Mission Valley) store for quite sometime. This store is such a disappointment. I was there today for literally 30 minutes trying to get the attention of maybe 3 salespeople. Completely ignored me. I went to the cashier, the design desk, walked around and around, it was horrible. I'm done. Never going back. I will be driving back down to Mission Valley where I get MUCH BETTER SERVICE and knowledgeable people. What a waste of time to be in Solana Beach which is my back yard. Unbelievable. read more