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Update by user Mar 27

Update: Never received a call back after my many phone calls and emails. 3/1/19 my husband and I went into the store and talked to the store manager.

We explained what was happening. He was EXTREMELY nice and really wanted to help us. He told us he would contact corporate and find a solution. I left there feeling so much better.

3/6/19 I get a call from the store manager that he is having Pauline Hill from corporate contact me. 3/6/19 Pauling calls me and tells me to send more pictures. 3/7/19 I send the pictures to Pauline. She confirms that she has received the pictures and that she will review and get back to me.

3/11/19 I call Pauline for an update. No response. 3/14 /19 I call Pauline and ask for another update. No response.

3/20/19 I email Pauline asking for a response. 3/23/19 I get a response from Pauline that West Elm does not cover piling of their fabric and that they would send me a complimentary fabric shaver. This is a 3 month old couch that looks 10 years old!!! I am blown away!

The sad thing is we choose West Elm because we thought they had good reputation. Turns out they don't.

Take your business to RC Willey or even Costco. Much better quality and they stand behind their products.

Original review posted by user Feb 25

One nightmare after another....We bought the Drake sofa the end of October. They assured us we would have it by by Thanksgiving or the first week in December. Well Christmas was coming and we were having a houseful. The sofa showed it was in Salt Lake but the warehouse could not deliver it until after Christmas. We have a truck so I begged to let us pick up the sofa ourselves. After talking to several "manager" we were given special approval to pick up.

We picked up the sofa on December 19, 2019. By mid January the fabric looked 10 years old! It is piling and sagging.

On February 9, 2019 I called the City Creek store, since that is where we ordered it. I was given a customer care number to call. I called that number only to find out it is just for store associates. I called the store back and was given another number. It took about 45 minutes to file a report with a very nice customer service lady. She said I would receive an email with instructions on sending pictures in.

On February 14, 2019 we still had not received the email so I called again. The report never got filed?? Really? Another 30-45 minutes and I filed a new report and immediately got the email.

On February 16, 2019, I sent the pictures as instructed.

On February 20, 2019 I had not heard anything so I resent the pictures as instructed.

February 25, 2019 STILL had not heard anything. I called the direct line that was given to me on February 14, 2019. That line is for Pottery Barn shipping issues. NOT West Elm. Got transferred to West Elm. That was the wrong department. Amy said she would stay on the line to get me to the correct department. She just transferred me to The wrong area. That person.. Didn't get his name.. Transferred me to a rude woman in the Southern CA area. Also the wrong area but she assured me that she found my emails and sent them on to Northern CA which is the correct area. This ordeal was 36 minutes.. What a waste of time!!!

Still no resolution. At this point I just want my money back and don't want to deal with West Elm, Pottery Barn or William Sonoma EVER AGAIN!!!

We bought a West Elm couch because we wanted a quality product and excellent customer service. So disappointing!

Product or Service Mentioned: West Elm Drake Fabric Sofa.

Reason of review: Bad quality.

Monetary Loss: $1104.

Preferred solution: Full refund.

West Elm Pros: Style of furniture.

West Elm Cons: Quality of products, Customer service.

  • West Elm customer service
  • Avoid West Elm
  • Drake Sofa Pilling
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