We got the Crosby couch from West Elm three years ago and it is similarly total total crap. Buttons off, fabric pilling, cushions sagging— it looks 30 years old, not 3. But! This story has a hopefully happy ending as well: we called customer service and they’ve agreed to come pick it up and give us a credit for the cost of the couch. I’m hesitant to get another couch from them (i HATE that they dont have reviews on their site), but either way I’m doing tons of research on fabric etc. before I commit again. That being said, we do have a few other pieces from WE (a mirror and pendant light) and they’ve both held up well — though they obviously dont get the same type of daily wear and tear.