Do not recommend purchasing from Westwing
Since ordering the Sofia sofa from Westwing, we have faced continuous troubles and challenges:
- After waiting 9 weeks for this sofa we received it broken in several places and completely unusable
- The delivery service is highly unreliable. The delivery was initially delayed by a week as the driver did not show up on the agreed date and did not inform us of this unilateral change, despite us staying home from work to receive the sofa. For the retrieval of the broken item, here again we waited a full day at home for them to come pick it up as agreed and the delivery service never showed up, which means that we had to inconveniently be on home office twice for nothing. It also seems that we were responsible for repacking such a big item for it to be sent back, which is highly inconvenient and puts yet another burden on our shoulders for a product we received broken.
- Despite several outreaches to westwing customer service via phone calls and email, we still do not have any answer or clear information on a timely replacement (as we do not wish to wait another eight weeks) or refund process. Customer service is misleading, telling us they’ve created tickets to expedite a replacement, that they will provide an answer in writing (which we are still waiting for days later) or scheduled a specific time for pick up which then seem to not appear in our files.
- We are stuck with a big sofa and dusty wrappers in the middle of our living room for more than a week with no clear way forward.
We will not be ordering from Westwing again after this highly disappointing and frustrating experience and would not recommend for anyone to order this sofa as despite the high price point the quality is very poor