Compare Article vs West Elm

"I love my new Article, Sven Yarrow Gold and Walnut Bedframe! The delivery and assembly process went smoothly, and I am very pleased! This is my second time using Article with great results, I would definitely use them again!"

"I am incredibly disappointed with the customer service experience I’ve had with Article. Despite being a customer who appreciates the design and quality of their products, my recent interaction with their customer care has left me feeling completely brushed off and disregarded.
I recently purchased the Mod Chair in Spearmint Aqua, which I absolutely love. The chair’s design fits perfectly within my space, and its aesthetic is exactly what I was looking for. However, when I inquired about purchasing additional fabric to cover a coordinating ottoman, I encountered an unexpected and frustrating roadblock. (I want to note that if they sold a coordinating ottoman, I would've purchased it from them!)
I reached out to Article’s customer service, hoping for assistance in acquiring the same fabric or at least information about the manufacturer. Instead, I received a response that felt like a brush-off. They flatly refused to disclose the manufacturer’s information or offer any means of purchasing the fabric. Despite my clear explanation of why this information was important to me, their response was a firm "no" with no real effort to find a solution.
Their offer to send a swatch felt like an empty gesture, especially after their unwillingness to provide any meaningful assistance. To make matters worse, I have strong suspicions that a supervisor wasn’t even consulted on my request, despite their claim to the contrary. It felt more like an attempt to quickly silence my concerns rather than genuinely address them.
If it weren’t for my genuine love of the chair’s design and how well it fits within my space, I would have considered returning it solely based on this lackluster customer service experience. The unwillingness to help a customer find a reasonable solution is incredibly disappointing. I feel let down and ignored, and I’m left with the impression that Article cares more about maintaining their proprietary information than ensuring customer satisfaction. I would even sign an NDA if required, but in all seriousness, I just want to recover an ottoman, nothing more.
If you’re looking for excellent design, Article delivers. But if you value a company that stands behind its customers and goes the extra mile to help them, look elsewhere. My experience has been soured by their lack of effort to accommodate a reasonable request, and I will be sure to share this experience with others considering their products."