I don’t usually blog about furniture here, but this post by Anna Hezel at The Awl about the Peggy Couch from West Elm really got to me:
Around when the throw pillows finally arrived, the couch began to disintegrate in small ways. We would scooch across a cushion at the wrong angle, and a button would pop off, leaving a fraying hole behind. We would lean back slightly too far, and all of the cushions would shift forward and over the edge of the couch in unison. As soon as one button had fallen off of our couch, it was like a spigot had been turned, allowing all of the other buttons to fall off, too. I emailed customer service and asked if this was normal. They sent me a button-repair kit, indicating that this probably happens a lot. The kit was backordered, so it arrived two full months later and contained a wooden dowel, two buttons, and some directions that didn’t make sense. One direction was to “Hold the cushion properly and make sure the pointed end of the stick is all the way through, until you can see both ends of the stick on each side of the cushion.” I tried in earnest to follow the directions, but the wooden dowel would not fit into the buttonholes, and the entire exercise left me with fewer buttons than I started with.
Every component of this story is nuts, from the fleet of disaffected Peggy purchasers out there trying to warn people against this couch to the awful repair kit that West Elm sends out for people having problems. Most importantly: West Elm says the couch is supposed to last 1-3 years with light use. That is an insultingly short period of time, and not a meaningful upgrade from, say, an IKEA couch. In fact, it may actually be worse despite being more expensive.
I have friends who have had bad experiences at West Elm. After reading this article and taking that into account, I can’t imagine wanting to shop there for any expensive furniture. Instead, if you really want something that’s a big improvement over Craigslist/IKEA, I’d recommend a store like Room and Board. IKEA’s high end has also improved significantly over the years, and may be worth investigating.
Update: The Peggy Couch has now apparently been removed from West Elm’s site:
Some personal news. The Peggy sofa has completely disappeared from https://t.co/QdaNx0ADfI. 👀
— Anna Hezel (@HezelAnna) February 20, 2017