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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.

I didn't like: Quality of product and customer service.

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West Elm Verified Representative

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.

to WestElmSocialTeam #1389916

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.


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