I purchased a sofa from West Elm that arrived September 2019. It is a small leather sectional.
Months after purchasing it I went to the store to ask how to take care of it as it had funny wear patterns. They were extremely rude and told me they sold nothing and to try saddle soap. Over the year I have had it I have repeatedly tried to make it look better and it now looks like UFO's have landed on it! I called Customer service a few months ago and the gentleman on the line was baffled, asked one of his associates and then came up with a leather care product you sell!
Not in the store, but just online. It was on back order and arrived last week. Today I read the instructions and applied the cleaner and restorer and now it looks even worse. Very disappointed in the product that you sold me.
If it looks this bad after 14 months, what will it look like in 5 years? I had a natuzzi leather sofa for 12 years that looked almost brand new when I gave it away. What is up with this? I would like to speak to someone about what we can do to fix this problem.
The sofa in the store is the exact one you sent me and it hardly looks like this? I do not have small children and we ( my husband and myself) do not use this as a meal station.
Our table and chairs are just steps away. I would not recommend purchasing a leather sofa from West Elm
User's recommendation: beware.
Product or Service Mentioned: West Elm Sofa.
Monetary Loss: $4000.
Preferred solution: Let the company propose a solution.
West Elm Pros: Nice looking at the store.
West Elm Cons: Poor quality.