100% full Not resolved
Customer service
Diversity of Products or Services
Exchange, Refund and Cancellation Policy
1 comment

We bought our Tillary tufted sofa (all the pieces/full set) Summer 2014 at West Elm's newly opened London store for almost £3000. It was initially delivered 2 months late, and the corner back rest even later. I was told by customer service that this was because the couches weren't passing Quality Control and were being sent back to the states to be remade. This made me quite worried initially, and I should have cancelled my order then and there! This sofa cost us almost 70% more in the UK than what it sells for in the US so it's luxury sofa prices over here!

18 months later, we've had some issues with the quality and unfortunately this expensive sofa hasn't lasted. (Keep in mind that even though we have two small children, our flat is a pied-à-terre that we only use periodically, so this sofa has been very lightly used.)

1. THE MAIN PROBLEM - On two of the pieces, the frame of the couch is sagging & protruding at the front edge, right in the area where you sit. Which leads me to believe the wooden frame is weak/cracked & poorly designed to withstand normal wear & tear. Has anyone else had this problem? (It's not like any of us are over weight or anything, so not sure why this has happened.)

2. We ordered the light grey micro-fabric. Like many reviews here, the fabric is loose and wrinkly and hasn't stretched back to its original shape.

3. We have the biggest two pieces up against a wall, and they slip all the time. My husband is planning to attach some rubber bits under the legs to keep it from slipping, so hopefully this will do the trick!

This all makes me very sad because I like the sofa very much - aesthetically it's perfect for our space & I like the flexibility of moving the pieces around. I'd also note that the fabric is easy to clean when say your toddler marks on it with a ballpoint pen - it comes right off! But overall, I'd say that if you want a couch which lasts you a long time and is good value vs quality... this is not the right couch for you! HAS ANYONE HAD ANY LUCK RETURNING PIECES OR GETTING THEM REPLACED? I'd like them to replace the pieces where the frame is sagging, as it's only been 18 months!

Reviewer is in unhappy mood. This person stated that there is a room for improvement of quality and late delivery. Please immediately contact the author of this review to discuss damaged or defective of west elm tillary fabric sofa and associated monetary loss in the amount of $4000. West Elm needs to issue a full refund according to poster's claims.

Other people also mentioned west elm tillary fabric sofa in their reviews. You may find this information helpful for further shopping at West Elm.

Had an Experience with West Elm?

Write a review


Terms of Service
Post Comment

I too had a bad experience with west elm.I ordered a sectional, it arrived late and was in two colors......one side grey and the other side dove.

After about 5 hours of getting the run around in customer service they had me keep the sectional while they remake a new one. It took 14 weeks. I ordered the sectional in July and they called in mid April that it was finally in the warehouse. I turned it down and have started the process for a refund.

Their furniture is made in China even though there are hundreds of factories in the Carolina's.

The wait is out of control, the customer service is through William Sonoma, their parent company and I will never do business there again....in any of their companies.My suggestion is to open a case with the better business bureau.

You May Also Like

West Elm - Chair Review from Fort Worth, Texas West Elm "I ordered a desk unit and two side bookshelves. The desk looks great but has a major design flaw. When you pull the chair out to sit down, you bash..." Read more West Elm Emmerson Collection poor quality West Elm "I have been an admirer of West Elm, and thought they were were known for lifelong quality pieces. Not the case. We ordered the Emmerson reclaimed table, bench,..." Read more West Elm Emmerson Dresser Review from Coatesville, Pennsylvania West Elm "I order the Emmerson 8 drawer dresser in April. They don't tell you that it is going to take over a month to arrives. It finally arrives in June! We..." Read more West Elm - Delivery Service Review from Takoma Park, Maryland West Elm "Poor delivery service. Delivery team assembled a bed I bought. Stripped all the screws. Bed was not level, not sturdy and uneven. I have been trying to work with customer..." Read more Jawbone - $150 band was broken in less than a year and I’ve received no compensation or adequate customer support Jawbone "My UP3 band was broken in July 2016 and I opened my first ticket using Jawbone support page on July 20th, 2016 I was asked for detailed information about the..." Read more Quigley Concepts Event Management - Unprofessional Quigley Concepts Event Management "Made a complaint about Quigley Concepts Event Management about one of their staff who parks on a disabled parking at glendalough station. Number one she is NOT disabled. Number two..." Read more Similitudeinc Dot Com - BTC ADDER SOFTWARE THAT IS WORKING FOR ME IN 2017 Similitudeinc Dot Com "I want to share my experience with what is called money adder software. I earlier came across Paypal adder in 2013 and lost several thousands of dollars buying different ones..." Read more Syomet - It's well made and fits perfectly. Syomet "After a long and dreadful search for the perfect birthday outfit, I got lucky and stumbled upon syomet.com website and fell in love with everything they offering! I have to..." Read more