A Houston woman said in a TikTok video that she and her husband bought a couch from West Elm for almost $4,000 in June and still did not have it months later. True Hernandez Reavis, who posts as @true.hernandez.re, described the purchase in person at the Rice Village store and said the couch arrived damaged on July 30 while the ottoman was fine. The video gained hundreds of thousands of views as she detailed repeated contacts with customer support.
She stated that a representative first said they would order a replacement, then said Furniture Medic could fix the couch in their home, and then said the medic needed to take it away instead.
