West Elm pulls its Peggy sofa after scathing blog piece, years of bad reviews

A writer drew attention to the furniture in an article called: "Why does this one couch from West Elm suck so much?"
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If you've bought a Peggy sofa from West Elm in the past few years and had some buttons fall off, you can now get your money back.

The upmarket furniture company said it will offer refunds and replacements for "defective" Peggy sofas bought since July 2014. And judging by this column by Anna Hazel on The Awl on Tuesday, that could include hundreds of customers.

It comes after another piece Hazel wrote last week called, "Why does this one couch from West Elm suck so much?" She described her experience with the $1,119 sofa:

"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 says she was contacted by "hundreds" of other Peggy buyers who said they experienced the same issues, and looking back over social media it seems this has been going on a while.

One reviewer on Yelp reported that buttons kept popping off even after spending extra money to get them repaired.

"To have created a detailed training guide with colored pictures on how to repair your sofa means you've probably received hundreds, if not thousands, of calls, emails and visits about this awfully made Peggy sofa," she wrote. "You have to do better, West Elm."

Three days after the Awl piece was published, Buzzfeed reported that the Peggy had been "quietly removed" from the West Elm website.

On Wednesday, West Elm, which is owned by Williams Sonoma, issued a statement to Buzzfeed saying it will be offering full refunds or replacements on defective Peggy sofas, chairs and sectionals.

“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," it added.

If you're one of those affected, call West Elm at 888-922-7870, or email support@westelm.com.

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