Complaint Review: West Elm - Miami Florida

 I have purchased this sofa (Dekalb 85" Sofa, Performance Velvet, Otter) around a year ago+. On Feb 15th of Last year, I have contacted West Elm as it started to fall apart,including, all stitched around the sofa are coming apart. -- West Elm Reply (came after serveal months):"I apologize for the delay in response in getting back to you. After reviewing your order I am showing this is order is from 2014 and you had initially contacted us one year later on 9/8/2015 advising that the stitching was coming undone and the middle of the sofa was sagging. Per the conversation you had with another one of our colleagues on 9/15/2015 they had advised that due to the item being moved after delivery we are unable to take any action on the order. Unfortunately, we still would not be able to take action on the order. Kind Regards, Williams Sonoma Inc. [continued below].... Report Attachments: .....

Delivery Quality Team [email protected]. -- The sofa was pruchasded and was suppose to be delived in two month time to my new apartment. the order came a week and a half ahead of time (they called me the same day telling me they are on their way. so i had no choice but to take it in the plastic bags and move in 30 minutes away to my new apaermtnet.The last conversation I had with West represeteteive she promised me she will call the manager and get an approval as it was purchased under the West Elm Discount employee plan. The representative never got back to me. The item was moved a week in the plastic bag as it arrived. here was no damage happened during that time and as i can read online it is a common issue with the sofa/fabric with those sofas and i need it to be addressed as soon as possible. -- West elm Reply (after two weeks time):"I apologize again but we are unable to take action on this order as stated below and per the conversation last year. In addition, it was documented last year when you had contacted that your name is not listed on the order and we would need the associate who placed the order or their GM to contact us. With your name not listed on the order and this being moved to a different address we have no proof that this wasn’t sold through another site such as craiglist. I apologize but once again we are not able to take action on this order. We do however have individual parts for sale such as legs and seat casings if you need to order additional parts.. Kind Regards, Williams Sonoma Inc. Delivery Quality Team [email protected]." --

I replied that I have proof that the item was sent to my previous address. Bascially, West Elm didnt even offer to do anything about a product which is not even a year and two months old (as i was sending them letters via email and customer service for over a year now) and now, pretty much that it was my problem to deal with a damaged sofa. So now, I am having to live with a torn sofa that a company would not make right. This sofa should be of satisfactory quality by West Elm Handcraft commitment, fit for the purposes specified and as described. If it described as a particular color or fabric, it should not differ widely from this. It should also remain in good condition for a reasonable length of time without sagging, coming apart, or deterioration to the fabric as it is clearly is. furtehrmore, the middle of the sofa is sagging and, the legs of the sofa are not standing straight. Save yourself the issues and go with a different brand, a brand that cares about its clientele and respect their issues with its produtcs. I won't do that mistake again, I am sure. #WestElm #Dekalb #Badsofa #Otter #williamsonoma #buyother #dekalb #ikealastprobablylonger

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