How to Tell a Setup Problem From a Product Defect

Before diagnosing a defect, verify all packaging is removed, the cushions are correctly oriented, modules are connected, legs are installed, and the sofa is on a reasonably level surface.

Check setup first

Watch the direction of change

• Photos from the same angle — A simple before-and-after record shows whether the condition is actually changing.
• Return or damage-report deadline — Do not let a waiting period run past the time allowed to report a genuine problem.
• All packaging removed — Straps, liners, folded cushions, or plastic can mimic an expansion problem.
• Correct cushion orientation — Compare matching pieces only after every cushion is positioned as intended.

Document, do not guess

Avoid making it worse

• Using direct heat without approval.
• Discarding packaging before inspection.
• Waiting past the support deadline while hoping damage fixes itself.

When support should take over

• The condition is moving in the right direction
• Obvious damage has been documented
• Seller deadlines remain protected