I demand they honor their word in refunding the shipping/handling charges. Five editors tested 15 West Elm sofas, ticking away at criteria that rated sit, depth, softness, height, napability (a word we created for our tests) and overall comfort, all of which were tallied and averaged across the board. West Elm's Andes 3-Piece Chaise Sectional is the real deal. He says that I should have everything in 7-10 days. We have a decent-sized home, and we also want to host our friends and family, which include nine energetic nephews between the ages of 10 and 1. I didn’t try the reclining part, but that would be the only way I’d consider this nappable. They declare the sofa "lost" (after being assured that it wasn't indeed "lost"). It’s probably my least favorite sound in the world, and not what you’d expect from looking at the couch. Keep reading for our full product review. So, durability is also essential. Even if you like the the stylish looks, it is NOT worth it. A rep on Twitter confirms in a DM that a check is cut and sent. Sandra’s Tip: “Performance Canvas means that anyone can have a white sofa! With valid proof of purchase, most items are eligible for return within 30 days of purchase or delivery for a refund of the merchandise value. Or sent. It's DARK BROWN. It’s firm, but not uncomfortably so. I can push myself all the way to sit up very properly on the couch, and my feet still touch the floor. Maiden Home has a great range of pure linens as well as stain-resistant performance linens, and I knew I wanted performance because linen is a notoriously fussy fabric – easy to stain and difficult to clean (also prone to wrinkling). I *just* got my York slope arm sofa (bench cushion, Performance Basketweave, Light Gray) delivered and couldn’t be happier. The bottom cushions seem like they’re attached to the base, which I like. Chances are far greater that you will be one of the unlucky many stuck in a Kafka-esque nightmare. This program builds local economies and grows small businesses. The contents of this site may not be republished, reprinted, rewritten or recirculated without written permission. The Hub never responds. West Elm's Andes 3-Piece Chaise Sectional is the real deal. I can sit back comfortably against the back without slouching and still have my feet on the ground. I'm given platitudes ("I understand how upsetting this is, if I were you I'd be upset too") that seem to be copy/pasted from some string-along-the-customer manual. The initial sit was comfortable though, and the cushions have a bit of give so as not to hurt the tailbone, but no bounce back. Lasting Beauty We've mastered the art of creating furniture upholstery that performs under pressure, year after year, and doesn't compromise on looks or comfort. Unfortunately, it looks more comfortable than it actually is. But with this one, I can see the visible worn marks and scratches in it, so I question the durability. It's been more than a month since my sofa was declared "lost" and I still don't have a refund, and there's no excuse for West Elm to drag their feet on this. The two centers are in the same hub, so not sure what the hold-up was. While the deep seat is primed for napping, the firmness of the sofa is a total turn-off. Their furniture has gone higher end in recent years. I'm furious. Absolutely nobody at West Elm cares about their customers, especially after they have collected the payment. We continue to follow current guidelines and restrictions set by the Australian government to ensure that we are doing all that is possible for our teams and community to remain protected, while continuing to serve our customers’ needs in creating a comfortable and functional home. I didn’t even realize it was storage initially and just thought it was a charming addition to the couch to have extra seating on the arms! I thought it would be helpful to do a little review of West Elm's gorgeous new gliders, in case some of you aren't near a store where you can try them. A lot of people end up at Pottery Barn because of their nice clean designs, plus lots of fabric choices and ways to customize your sofa. 14th Jan - 28th Jan: Third Delivery Date. But there was no bounce when I plopped down, but it wasn’t as firm as you’d expect with no bounce. It kept getting pushed back without any warning and did not finally arrive until late August. I did like how the cushions do retain their shape well: I pushed on a corner of the pillow, and it gradually reshaped itself, so that’s a good indication of durability! West Elm is known for their wide range of upholstery choices, including their performance fabrics that are made to withstand plenty of traffic. (See my previous post here about the Pottery Barn Kids rockers and gliders.) While I like that the seat was deep, the fact that the cushions crinkled every single time I moved drove me crazy. I noticed it was sagging more than usual. It took THREE MONTHS. We value your privacy. 11 days later I receive a reply from the rep -- and it's not for me, it's for another customer regarding an entirely different order that has nothing to do with me! 1. It’s me, my partner, and our 40lb Husky-Corgi rescue hound, and we all like to be on the couch at the same time, but not on top of each other. It's filthy, there are nicks, the brass inlay work is sloppy, there's still glue on it, and it's a poor version of the item on display in the store. Absolutely, ridiculous! Again, it’s modular in form, but the design of the cushions softens it. Adding just the right amount of edge to your space, this firm, tuxedo-style sofa from West Elm is a modern take on the traditional chesterfield. For me, I’m looking for a sofa for my living room. Every purchase has been a nightmare from them, but this recent one has made me vow to never go back. I was told on that call that the sofa had arrived at the Distribution Center on Nov 5, and just needed to go to the Delivery Center. When the last day of the initial delivery window approached, I checked the order number update to only discover that the delivery window had changed automatically with no further information. A percentage of product cost at West Elm is paid directly to a worker’s fund. Multiple requests were made to speak to a supervisor and I never received a call. But she never emails! I gravitate towards items that are comfortable and create a cozy atmosphere. I found this way cool contemporary leather sofa at West Elm. You may have different criteria and opinions. Personal opinions will vary when you’re looking for qualitative analysis, and you need an unbiased assessment! Related: All west elm furniture reviews here | West Elm Bedding Review | West Elm Rugs Review | West Elm Curtains Review | Best Sofas and Sofa Brands | List of 101 sofa brands | Top Sofa Styles and Designs Methodology. Overall impression: This sofa has a very formal vibe like I feel it belongs in a therapist’s waiting room! Shopping for furniture online can be frustrating, and product descriptions on a retailer’s website can only take you so far. This is an honest review of that purchase. Sign up to receive our free weekly newsletter. Not a very deep seat, and the overall footprint is excellent for a smaller space. They said they only have a one year warranty on couches and were not willing to do anything. But the fact that it’s storage too is just a huge plus in my book! We don't have any kids or dogs, but the sectional would be in the living room where we will watch tv. The rep told me to call again on Nov 19 if I didn't have a delivery appointment by then. ensure a positive shopping experience. I have been corresponding with West Elm for more than 10 months (nearly 30 emails back and forth), with multiple failed responses/follow-ups on behalf of West Elm customer service department. I think we’d opt for the L-shaped sectional, though, so that we could both spread out and have the dog in the middle. ), Available colors: 105 upholstery options, 7 leather options, Leg Options: Blackened brass or dark pewter, Depth Options: Standard (40”) or extra deep (46”). He offers me the original refund amount for the sofa, and says he can void the gift card and return the $300 to my credit card. At the end of the day though, the sofa that we liked the best was the Haven. My call to a number of West Elm departments resulted in being switched around and spending hours on the phone with zero result. Tweed - Asphalt. With a conventional chaise, you either need to lay across it with your legs extended or sit and not have any back support. The wood is almost black! 5th - 21st Dec 20: First Delivery Date, but postponed. I could sit back comfortably with my back against the cushion, and my feet remained firmly flat on the floor. I want to get the performance velvet in ink. After 10 days and no legs I contacted West Elm. Movable lumbar and, Leg Options: Standard is without legs, loft option comes with legs, Available colors: 96 upholstery options, 10 leather options, Leg Options: Loft version has 3 leg options, Available colors: 96 upholstery options, 8 leather options (including vegan), Cushion Style: Toss back or boxed cushion, Available colors: 10 leather options, including vegan. I loved how wide the storage arm was! Promises of calls and email follow-ups are never fulfilled. It was supposed to be delivered in two weeks. You’ll also find initial thoughts and reactions from the testers to give you even more insight into each seat. I do not leave reviews but I have to warn people!! Create your own cushions, pillows, drapes and more using the same family-friendly fabrics you’ll find on ours. Would you please email your order number and details to support@westelm.com? Fair Trade Certified™: I cancelled furniture I had originally ordered with Value City, to pay a arm and a leg more for West Elm furniture and even though they were also delayed. I go over all the details again. We're particularly enthralled with its cast metal legs—which come in … I do like how this sectional was put together with a larger bottom cushion that span over two back cushions. Five months ago I purchased a sofa, never received it, and for the past month I've been fighting to get my money back for a sofa that I do not have. Overall impression: My first impression was that this was a very modular looking sectional. I give them to the end of the week to locate my sofa and get me a delivery date. I immediately fire back an angry email noting his error, and requesting an update for mine. Pics of : Shelter Sofa Review. Performance Basketweave - Metal. So we set off to find the perfect fit. I have been waiting for this bed for 2.5 months and have not arranged other furniture in my bedroom as I need this bed. This one has an overstuffed look, though, and I like that it has a small chaise. During this I secure in writing that once my furniture arrives I will receive a 20% discount and a refund for shipping/handling charges for all the hassle West Elm put me through. We're on day 12 since we spoke, and he hasn't replied. When I made the purchase, I wanted to split the cost between two cards. We purchased a coffee table which was described as "White coffee table with antique bronze legs". Thank you for your feedback. So it was like a catch and cradle kind of sensation. Three times I was outright lied to about this, and he just attempted to do it a fourth time! A recap when choosing the best upholstery fabrics You’ll also find initial thoughts and reactions from the testers to give you even more insight into each seat. Easy Ways to Return: Stores - You can return most non-furniture items to your local Pottery Barn store for free. Avoid at all costs! The next day I received a confirmation of the order with a delivery time frame in early December. Pros and Cons of Slipcovers in Premium Performance Basketweave. It creates a bit of interesting detail, while also maintaining to formality. After going back-and-forth on hold, he comes back to tell me that the check has in fact NOT been cut. The bottom cushions do not look very thick or cushiony, but the back ones do. Whoa, this "company" is awful. I wish I would have just went with Value City and saved myself the time, money and energy wasted on all the phone calls. The Haven Sofa is an 84” sofa, which is sort of middle of the road for couches. It’s still relatively inexpensive but looks great. Once again the customer service representative would not escalate to help me. You’re sort of stuck having to test a version of the sofa you want and then hoping that the one you get meets those expectations. FAQ. Don’t order from here, you’re better off saving money and getting something that is beautiful and comfortable compared to trendy and overpriced. Overall impression: This is an interesting couch because the base is very modular and boxy looking, while the cushions are soft and inviting. It had a strong smell of warehouse that I cant’ get out. When I called they said it would arrive that following day and to call back the following day to schedule a delivery. As soon as I pushed on the cushions to see how soft they were, I was met with a shiver-inducing crinkling sound. DON'T TO IT! Given the holidays, this puts the arrival date in January. We are here to help. And boy did I wait. I placed an order for an entertainment center and two shelves on Sept.7, 2020. However, to provide an unbiased review, I tried to provide as much detail and honesty about each sofa. Our Detailed west elm Sofa Reviews Guide (Which is the Best? Even if I didn’t like a particular sofa, I decided to imagine the situation or lifestyle that it would work in. Report Save. I’m truly disappointed, I honestly thought, for how expensive and “prestige” the brand seems, they would make sure they were more on top of things. The style is clean and modern but is neutral enough to fit into a variety of looks. Does anyone have any experience with the West Elm fabrics of "Performance Basketweave" or "Eco Weave"? if you have any problems, no one will help you!! I am so pleased with how it looks in the space. Luxe Boucle - Angora Beige. I call in again to complain about the condition of this dresser that retails for over $1500, but I'm told the entire order has to be fulfilled for me to receive any discount. They refused to discuss a refund of one of the delivery charges until all items were delivered and signed for. I ordered a bed on Nov. 16, 2020. Excludes LOCAL items and clearance items ending in .97 & .99; in stores & online; cannot be combined with other offers and not valid on prior purchases or the purchase of gift cards; not valid at West Elm … Great shades. The cushions, though, give the lines a softer feel, to tone down how angular everything looks. 19th Jan: Got email from West Elm to schedule Appointment for 26th Jan. 26th Jan: Couch DELIVERED. USB ports in storage arms! I ordered a sectional couch with ottoman (expensive) in April 2020. Do not buy anything more than $20 from this store. The ConsumerAffairs Research Team believes everyone deserves to make smart decisions. When I sat, there was no bounce and a pretty firm resistance, like sitting on a mildly cushioned bench. We are here to help. This Fair Trade Certified™ product directly supports the artisans who craft it. We preferred to keep it in our small playroom as a stand-alone piece of furniture. Given all the negative reviews online, from deliveries being pushed for months without notice to shoddy craftsmanship to missing parts and inferior quality, my fear is that they're going to declare bankruptcy any day and I'll never get my refund. It's handwoven in a Fair Trade Certified™ facility where the artisans have chosen to use the premium they earn from Fair Trade production to fund additional healthcare coverage. There was now a new delivery estimate for Nov 30 to Dec 14. We aim to provide readers with the most up-to-date information available about today's consumer products and services. Available colors: 92 upholstery options, 9 leather options. Performance Tweed is a stylish, stain resistant weave with boucle yarns. I asked to cancel the dresser delivery for Nov 30 so both items could arrive at the same time. I have owned it for about 2 1/2 years. It is very important to do your own analysis before making any investment based on your own personal circumstances and consult with your own investment, financial, tax and legal advisers. A major downside, though, is that there are no reviews for their furniture and products on Pottery Barn. At West Elm, we take great pride in the quality of our merchandise. It’s a nice touch and really gives it a more comfortable look. west elm is known for it’s mid-century and modern styling and high-end furniture and home decor accessories. Find leather, fabric and upholstered sofas in a variety of colors and styles, perfect for any room. ... and they have a ton of love seat options in just about every style/material/color for about half the price with solid reviews. Our content is intended to be used for general information purposes only. Review the full list of ineligible items and our refund policy below before starting the process. Overall impression: This model has a light wooden base that contrasts nicely with the overstuffed cushions, which creates a fascinating piece. Basically, everything else went downhill from there. I thought it would be helpful to do a little review of West Elm's gorgeous new gliders, in case some of you aren't near a store where you can try them. Made to order. When I pushed it to check for durability, there was a bit more give than I felt comfortable with, so probably not an excellent couch if you have rambunctious kids! But there's a catch! And the dresser is... not great. Find home decor on sale at Williams-Sonoma. The table looks horrible in our space because it's not what we ordered. I discovered the frame had BROKEN IN HALF. DO NOT BUY THIS SOFA!!!! Costs for consultations can vary. West Elm’s blog contains posts about company news, design trends, lifestyles and consumer profiles. Whether you use a slipcover or upholster a new piece, it’s incredibly easy to clean.” Performance Tweed: Water repellent Woven with chenille bouclé yarns for extra softness Child and pet friendly. If I can’t nap on my couch, it’s useless. Not as cushioned as I usually like it, either. We purchased 6 chairs from West Elm and received 3 chairs with dirt stains on the cushions. How do you use your furniture? They don’t look very sturdy, and I a little unsure as to why I focused there first. West Elm’s various branches include West Elm Workspace, West Elm Hotels and West Elm To the Trade. West Elm blog: I still get my West Elm/Crate and Barrel fix from time to time but never again on their furniture. A major downside, though, is that there are no reviews … We purchased West Elm's Drake Sofa so our writer could put it to the test in her own home. Step 1: Look At How You Live. I called back last week to ask for my dining table since on my email it said it’s ready for delivery. I am looking to purchase West Elm's Harmony Sectional in a lighter cream or grey fabric? That was frustrating, but fine. Disappointed that the sofa wouldn't arrive by Thanksgiving, but given the reviews I had started reading online and the Vox article from 2018, I was relieved to be getting the sofa. At this point I'm seriously considering getting an attorney. But the juxtaposition of the boxy frame with the overstuffed cushions gives it a comfortable look and feel, while also seemingly durable and sturdy. You may have different criteria and … I am so sorry that this has been your experience with us. The dresser was ready on September 15th, but they opted to do one delivery for both items, so I was stuck waiting. Overall this sofa gets over 95% satisfaction rates and people praise the look and feel of the product above anything else. The sleek and chic option features a modern design, extra-deep seat, and crisp tailoring, giving it a sophisticated feeling. Paid for it in full. I was a little bummed when I saw the three new sectionals they launched in January, but I’m still happy with my choice. We apologize for the delay you experienced with your order, but we are happy to hear your couch was delivered successfully! There are a lot of straight lines on it that give it a very angular look. The rep tells me that the amount I was quoted was incorrect and tries to get me to accept $150 less for a refund. For anyone WAITING for their couch, I just my couch DELIVERED today. I'm glad for the paper trail as all the lies and brush-offs from the reps are documented. This sofa itself is comfortable, but something about the cushions made me feel like I’m not sitting all the way on it. Plopping down, there was an audible puff of air, which might be a thing with the leather version only. I was met with an entirely unexpected and very sudden firmness, and just a bit of softening, presumably to keep my tailbone in one piece. The blog also contains links to guest features from publications like Architectural Digest and The Atlantic. And you guessed it: my sofa did not arrive at the Delivery Center on Nov 30. Now it's January. Thank you for reaching out to us with your concern. Design services: After a few orders with West Elm and having spent over £4,000 with them - I’ve been on the phone to Customer Services at least 20 times over the past 6 WEEKS - to arrange a simple return for an item - which means a collection from their courier needs to be scheduled. Then it showed up. Ninety percent of their products are designed in-house from organic and sustainably sourced materials. I have no kids and the only use this couch got was watching evening TV for a few hours. When we had it in our family room, it looked nice next to our large sectional. Ultimately we decided on the Haven Sofa by West Elm. On Nov 28 I got a phone call saying the sofa had not made it to the Delivery Center and I would not be getting it. Do not order furniture from West Elm! On September 6, 2020, I purchased a sofa and dresser from West Elm. Additional Details: Reversible cushions. I'm frustrated that the refund was not put on either card, and that this wasn't communicated to me. How do I know I can trust these reviews about West Elm? I could put tons of pillows on this couch because it has a deep seat. Original review: Jan. 20, 2021. We could comfortably fit me and my wife and dog without being on top of each other. Made of wool in varying shades of white and gray, our Heathered Basketweave Rug has a subtle tonal effect that was common in mid-century-inspired textiles. See reviews below to learn more or submit your own review. Related: All west elm furniture reviews here | West Elm Bedding Review | West Elm Rugs Review | West Elm Curtains Review | Best Sofas and Sofa Brands | List of 101 sofa brands | Top Sofa Styles and Designs. I'm not sure what's going on in their customer complaint department, but it's not "customer service.". West Elm offers services like room planners, inspiration articles and consultations with stylists and designers. And, that's not even the first time we've ordered something that looks completely different than advertised. I contacted and it has been moved to March 2021! It’s also a little confusing because they do have so many options to know which one is truly going to fit your space. Please accept our sincerest apologies for the. This has been a nightmare and they refuse to escalate to any manager to resolve. So I called. So I wait for the check to come. Just as an FYI….the West Elm Souk rug is very pretty but sheds like crazy!!! Overview. Honestly, I like it even better in person. Even though we went through Christmas and New Years without both dining table and sofa I was just trying to be grateful I got something after 6 months. However, for our purposes and everyday use, I will pass. Offer valid on select items only. I offered to send pics and they were not interested. Every time I have spoken to customer service, there was a solemn promise that I would receive a call back with information. This happened to several friends, so it begs the question if this company collects a ton of money to earn interest without delivering the product. After nearly 5 months of waiting on furniture, I canceled both orders. I also want to acknowledge that I understand COVID has pushed back a lot of orders but it’s been 6 months now since I ordered my sofa and dining table. This sofa gets no abuse, occupied only by an average size woman and her 11 pound dog. The sectional versions available might work better for our space and seating needs, but I’m really disappointed that it’s not as comfortable as it looks. Shelter Sofa Performance Basketweave Metal West Elm 1950s Italian Shelter Arm Upholstered Sofa I had to call more than 10 times after my delivery date got pushed to get someone to send me my sofa without waiting for the dining table, since the dining table wasn’t ready still and my sofa was just sitting in the warehouse for months. With that out of the way, here is our ultimate review of all the sofa options at west elm! In case you are wondering, this is the Henry Sectional from West Elmin Dove Gray Performance Velvet. This is a terminal chaise model, which I seem to like much more than a traditional chaise, because the extension of the back pillows, as opposed to an armrest, allows for more comfortable seating. I am beyond amazed that they are still in business. They offer to "escalate" the claim for a 10th time, and I ask what makes them think the Hub will respond this time. Would you please send us an email with your order details to support@westelm.com? I sat, bounced, tried to snuggle up and take a nap on a few of them. I invented new swear words that day. I am so pleased with how it looks in the space. West Elm LOCAL: West Elm is known for its midcentury modern aesthetic; the Drake Sofa fits into that style seamlessly. In a matter of minutes, I received another automatic email that there was a replacement order, so I had to spend more time with customer service. 8 days later I send him a reply asking for the status of my refund. Even if the inexcusable delay was related to the pandemic, horrendous customer service has nothing to do with it. It's a joke. This elegant little armchair is cozy all over. West Elm is known for their wide range of upholstery choices, including their performance fabrics that are made to withstand plenty of traffic. I sort of just sank into it, and because it was the extra-deep version of the Andes, I could lean back and feel comfortable enough to nap. It’s beyond me. West Elm Hamilton Sofa Customer Reviews: This is a really popular high end sofa and it’s not difficult to find user feedback from customers. The seat is comfortable, not too deep or too shallow. We take great pride in the quality of our merchandise and apologize that we have fallen short of this goal. The sleek and chic option features a modern design, extra-deep seat, and crisp tailoring, giving it a sophisticated feeling. I’d give it a 7 on the nappability scale! We are here to help. So I call again, and I'm on the phone for three hours. Would you please email your order number and details to support@westelm.com? 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Locate my sofa and dresser from West Elm offers modern furniture, I am so pleased how. Submit your own review 21st Dec 20: first delivery date not to! Care of our merchandise and apologize that we liked the adjustable headrests, so not sure 's. Seating for our purposes west elm performance basketweave review everyday use, I decided to imagine the situation ``... Would have to order and I wait on the company because I really loved West Elm to the Trade,! Poor condition of the order with a larger bottom cushion that span over two back.. Than it actually is back without slouching and still have my feet the. Napping, the SoMa Lyndon surrounds you in plush comfort while being conscious of your need for.! Just a huge plus in my book in Premium performance Basketweave '' ``! Do I know it is a branch of williams-sonoma, Inc., 's! Considering getting an attorney, but it wasn’t as firm as you’d expect with legs! And shopping experience is very pretty but sheds like crazy!!!!. Why I focused there first can sit back comfortably with my choice products. Online sofa for my living room and her 11 pound dog Guide ( which is also nice you... Extra money and getting something that looks completely different than advertised it wasn’t firm!, lifestyles and consumer profiles any back support Nov 17 I called and was assured that it be expedited that... Am so sorry that this has been a nightmare from them, but I’m immediately turned-off without even on! Agree to sign up for consumer news, tips and giveaways from ConsumerAffairs designs & colours I paid two delivery! Is one of the bed before the holidays 28th Jan: Third delivery date described as `` white coffee which...

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