Bottom line - I would never purchase a sofa from West Elm again.
I chose the “Paidge” queen sleeper sofa in a custom performance velvet fabric. It took three months for the delivery.
It was beautiful. But after a day or two, I began to notice that it squeaked every time you sat down, and if you sat near the arm you definitely listed toward the arm. I removed the cushion to see a large (4 inch) unsupported gap between the bed frame and the arm and that the frame of the couch and the frame of the bed was not level. This was a $2,000.00 couch.
I took pictures and a video and sent them to West Elm customer service, not once, but twice.
I have yet to hear a response to my complaint. Sjanna Leighton
Reason of review: Bad quality.
Monetary Loss: $2000.
Preferred solution: Full refund.
West Elm Cons: Quality of product and customer service.
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Comments
Please avoid publishing any personal information and promotional content
Hi Sjanna. My name is Allison, and I am a Social Media Team Lead for West Elm.
I've sent you a private message with my contact information. I would like to assist you with your order, and resolve everything to your complete satisfaction.
I look forward to hearing from you at your convenience. Have a lovely night, Allison.
Hi, Allison,
I also contacted your corporate offices and they have promised to investigate this and get back with me. If they do not I will be in touch.
Thanks