This is a long over due post; I'd said I would write about the process once it was finished, and now it is!
We couldn't be happier with the new sofa.
As you guys know, we had originally ordered the Bliss Down-Filled Sofa from west elm. We ordered it last August, and over the period of a year, just realized that it was terribly uncomfortable and also that the fabric was pilling REALLY badly. I blogged about it here, and had no intentions of going back to west elm to say anything. I didn't feel like I had any place to go back and say anything, given it had been over a year since we bought it -- the return period was definitely over, plus, we ordered the extra-long version, which is custom and non returnable. So, this is a story of how west elm definitely treats their customers well. Like I said, I blogged about how dissatisfied we were with the sofa, and many of you said that we should go back to the store and talk to them about the problems we were having. The main problem was that the down filled pillows squished down every day, and so in order to sit comfortably, you had to pick them up and re fluff them. And even then, they got saggy on you. In order to try and fix that, I had some new 50/50 poly/down blend pillows custom made, and they seemed to be working for a while, but eventually did the same as the aforementioned pillows. Major bummer :(
So, we decided to get a new sofa somewhere else, but first wanted to talk to west elm, just to see if they could do ANYthing. Well, I went to the west elm store over at Atlantic Station, here in Atlanta. The manager I was working with, Melissa Patterson, was AMAZING. She spoke with customer service for me, (even sat on hold for a while for me) and told me that they were going to give us a FULL refund in the entire amount for a new sofa. She explained that what west elm would do, was after the complaint was filed, they would schedule a pick up of our old sofa, then we would receive a gift card in the amount we paid, and then could purchase whatever sofa we wanted. The main problem they saw was how bad the sofa was pilling; the fabric should never do that, they said.
So, it took a few weeks, but they eventually picked up our old sofa and we decided to go with the Crosby Sectional. It was a bit more than the other sofa was, so we just paid the difference. We both love the chaise at the end - it's the main place everyone chooses to sit (including Max). It's really comfy, and I love the Mid-Century Modern feet on it.
Here are a few pics of our new sofa!
The dearly-loved chaise lounge. It's the best place ever to relax!
Heres what it looks like when you walk in the front door... for some reason, this photo makes it look very closed off. I don't think it feels that closed off in real life, but anyway, I think I still might bring the sofa table I had made back in here eventually. I need to find something to replace it for the kitchen, though, I think.
we love it. Thanks to west elm for making the whole process happen. I didn't think that this was something that we would be able to do, and I'm so happy that a company that I love to shop at treats its customers so well.
_________
By the way, don't forget to CLICK HERE for your chance to enter the BLACK + DECKER Big Finish sweepstakes.
You can enter to win $10,000 in cash, or some of these cool prizes:
This may seem a little intense... but actually, I could use one of these at our house. We have some nasty tree-weeds that need a good old fashioned chainsaw to them. This would get the job done easily.
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All these prizes are available in the contest! PLUS the chance to win $10,000. Not a bad contest. Again, CLICK HERE to enter.
and! In other news, I made some MAJOR progress on my BLACK + DECKER Big Finish room yesterday. I can't wait to share with you guys tomorrow... it's finally going to look exactly how I want it to!
Check out the Finished Project Gallery to browse the other entries and get inspiration for their own projects.
Thank you to BLACK+DECKER for sponsoring this post and inspiring me to FINALLY finish this room!
Hey West Elm become a sponsor! She buys and blogs about a lot of your items.... I am glad it was a happy ending. That blank wall needs one of your paintings or a tapestry! Alison
ReplyDeletehaha, you would think they are a sponsor, but i just really love their products and general style vibe. thanks alison! i know - i'm trying to decide what i want to do on that wall. it screams at me everyday.
DeleteKristen,
ReplyDeleteThe Crosby Sectional looks phenomenal!! I think it looks much better in your space than the Bliss. Also, it makes your coffee table look bigger!
I own the 80" version of the Bliss, and while I do not have the pilling problem, my back cushions look almost as bad as yours did. Perhaps it's the nature of down-filled cushions? Regardless, I'm glad you had a good experience with West Elm. Their customer service is top-notch. More so in the stores than over the phone, I think.
Hi there! What color/fabric is your crosby?
ReplyDeleteHi Kristen! I'd also like to know the color and fabric of your Crosby. We were just looking at this sofa yesterday and love the color you chose!
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How does it look now? The fabric looks like the kind on my Urban Sectional, which has also pilled.
ReplyDeleteHi Kristen,
ReplyDeleteI found your blog post after searching "west elm pilling sofa". I'm in conversations with them as my sofa has been wearing FAST and pilling so much that I use a de-piller one a week. I also have the Crosby, in Pebble I believe, and the fabric pulls, pills - I'm just super disappointed with it.
They first offered me 15% off something new (insult), then a social media person offered me a new bench cushion (I'm having other issues too). Of course, this won't solve the issue at all since I'll be right back in the same position a few months after use. Do you have any advice here? I'd liek to have a replacement in a MUCH more durable fabric.
Thanks!!
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ReplyDeleteWe too have experienced severe pilling on our brand new West Elm sectional. The problem started about 10 days after it was delivered and has spread and grown worse with each week/month. West Elm has been terrible with their customer response: first claiming that it is normal and will go away which to my wife who works in the textile field is laughable. They then suggested, even after sending a sofa medic who also reported the pilling as severe, that there is nothing wrong with the fabric and that "natural" fibers do that. In fact it is the synthetic fibers that are the culprit but far be it from a customer service rep to know that. In any event we're stuck with a $3000+ sectional which already looks like it needs to be replaced and we've only had it for 5 months. Time to find a consumer lawyer?
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