West Elm wants to make things right. After an essay review of its Peggy sofas by writer Anna Hazel went viral, the retailer quickly pulled the couches from its online store. In her earnest review, Hazel wrote:
"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."
Hazel also noted that she had run into others in person and online who purchased the same sofa and experienced similar issues.
— youngna (@youngna) October 17, 2015
Once West Elm caught wind of this, the company issued a statement to notify consumers that it would be issuing a full refund on the Peggy sofas to anyone who purchased one after July 2014.
"We were sorry to learn of our customers' experience with the Peggy Collection and have decided to temporarily remove it from our U.S. and Canada assortment– online and in stores – until we can better understand and resolve any issues," the company said in its statement. "We stand behind the integrity of our products and take customer feedback seriously."