sofa.com Reviews 6,652

Went to the Bath store and couldn't have been better looked after. Emma was fabulous. She was personable and very knowledgeable, allowing us time to look around on our own and then answering all our numerous questions. Email follow-up with her was just as exceptional. Very happy with our order and can't wait to see it in situ.

we visited the store today and was helped immensely by asper. she was so attentive and answered all our many questions. she made it a lovely experience beginning to end :)

Went to York shop to choose was given advice. Order made took 6 weeks to arrive BUT sofa came today absolutely thrilled. Had to be taken apart for my town house and re built. Delivery guys very good washed hands and fabric was light. Re built to perfection. Quality excellent so far and worth the wait! Trust me
I am fussy and this is so comfy! Got the ilsa sofa…..Recommend 100%
Luke on York store was amazing took his time to help me choose all very smooth!

If ever there was a lesson on how NOT to treat a customer, this is it. Customer srevice team are trained to fob you off, and treat you like you are a nuisance. Their book of rules are all that matter. They apparently have no managers in customer service because they're all so well trained!!?
Seriously recommend you take your money to someone who values customers.

Pleasant surroundings at Chelsea
Helpful assustant

Ordered a 2:5 sofa bed and love chair. Love chair gorgeous, like seating in a hug. Can’t fault it for quality or style. Sofa bed though , the cushions don’t fit and the bottom cushions have NO padding , like sitting on a plank of wood and big gaps in the middle both
top and bottom where cushion just don’t meet . Sent pics , 6 weeks later ! there assessor arrives and gaslights me in my own home ! Ends up telling me I have no problem and to push them together and have the gaps at the end . THEY DONT FIT ! All that money for a beautiful looking sofa that has to now be covered by a blanket and ever one fights over who has to sit on it .
So angry and disappointed. Customer service , what service ? As soon as they got there report they want to wash there hands of my concerns.Leaving me with a sofa that is not fit for purpose. Avoid at all costs

Customer service not good. Used to be and now absolutely diabolical.

The service was fine up until delivery. One of the sofa cushions was dusty, a delivery guy brushed it off. They were fine installing it. But we found the large seat and back cushions seemed under stuffed, a bit thin and floppy. Husband says he can feel the base when he sits down. It's strange as we already have an armchair also in the Lars style and it's fine. We've contacted them as about it and waiting for a reply.

Absolutely abysmal. Do not waste your good money with this company. I purchased a sofa bed, which was delivered without the mattress. 3 weeks has since passed and sofa.com haven’t been able to do anything to resolve the issue. You can’t get through by telephone and the customer service email is totally pointless. 21 days have now passed since the failed delivery and the customer service team are still looking into the issue. Absolutely diabolical.

We visited a showroom and chose the Bluebell range. This looked lovely and was comfy in store. After placing the order we had the sofa, two armchairs and love seat delivered shortly after. Can’t complain about the delivery or lead times.

However, since using the sofa (for less than a year) the foam in the seats is completely deformed and the sofa in particular is dented on the seats meaning not only is it completely uncomfortable but also looks very untidy. After spending over £2k on a sofa it’s not the quality we expected.

We contacted sofa.com about this issue and they sent out a sofa engineer to assess. He advised that the foam would need to be replaced and that he would order replacements. Two months later and numerous emails to sofa.com we are still waiting for the replacement cushions.

My advice, sofa.com sofas look lovely but the quality is not there and they are not sofas built to last. Extremely disappointed and if i could go back I would not be giving sofa.com our business.

I went to the Chelsea showroom and was given no help by the 3 members of staff, they were too busy cleaning. Given we were about to spend a lot of money with them the staff were so unhelpful, I left feeling even more confused as I went in. Have decided to buy elsewhere.

I had been coveting a sofa from sofa.com for some time and due to a narrow hallway it was important that I had a breakdownable design. As a lone parent this was a substantial purchase for me so I was thrilled when the sofa arrived and I received a 5 star service from the delivery team K&L Transport. A year later I then ordered a matching breakdownable loveseat and this is where everything began to go terribly wrong. Sofa.com now had a new transport company (Wincanton) who told me when delivering (in a particularly rude and condescending tone) the loveseat would not fit through my doorway. I explained it was breakdownable but the guy argued 'No it was not' to the point I had to show him my receipt. He then (angrily) tried to take it apart in the front garden with little success. I even had to share my tools with him as he was attacking it in his rage and made it very clear this was a huge inconvenience for him. Eventually he managed to take it apart and rebuild it in my lounge however, I did not notice initially but he had damaged it, tearing the fabric close to the leg. Sofa. com did refund my delivery cost and organised for Emmiera to come and inspect the damage and the outcome was they would replace it as it was not possible to repair. I was happy with this but sadly the problems continued. The replacement arrived and the delivery guys were far more personable but after they left I realised there was an area of 7cm on the side panel where the fabric did not meet the seam. This was clearly a manufacturing defect. I called and messaged Sofa.com immediately and have now ended up in an extremely lengthy, frustrating and time consuming email exchange where they want me to once again accommodate Emmiera to inspect the fault. I have sent photos and there is no question this is an issue that failed quality control at manufacturing so I am unwilling to take time off work to accomodate yet another Emmiera appointment purely to confirm their poor craftsmanship and for it to then be repaired in my home as they were proposing. I purchased a perfect loveseat with no faults, not one to arrive faulty and then be repaired in my home. Sofa.com have now agreed, finally, to replace the loveseat but today I have received a message to collect the damaged one despite the replacement not being manufactured yet. I suspect they are trying to retrieve the damaged one to repair and then return it to me - in the meantime leaving me without this piece of furniture. This will not be happening. This whole experience has been so frustrating for me and is not acceptable given their price point. I don't know if management has changed since my initial sofa purchase but the level of service has gone from 5 star to 0 star. I would not recommend Sofa.com to my worst enemy and suggest you spend your hard earned money elsewhere and save yourself a long drawn out headache.

Having a very disappointing experience with sofa.com. I spent over £5,000 on two Isla sofas. They were marketed to us due to their function of being able to take off all the covers to wash and they were recommended as we have a young family. We initially were going to buy one but instead bought two. Now after washing the covers for the first time- following carefully the washing instructions - the sofa covers are ruined. The were a lovely blue and now have white lines EVERYWHERE and they look horrendous. I took the covers to the shop and they said the line of fabric had been discontinued due to these issues and to contact customer service, so I did this - sent photos- and they have been extremely unhelpful and said there is nothing they can do. This is completely unacceptable as the quality of the fabric is not good enough and they should not be sold to wash like this. Now I have spend all this money, saved for months, and now all they have said is we can buy new covers. It’s a complete disgrace. Do not buy through sofa.com. They do not stand behind the quality of their product. They say it’s high quality fabric- it is not.

We were allowed to wander around without sales pressure but Dwayne was very helpful in directing us to the chairs we might like . A friendly manner with no pressure is always a winner, we ll be back.

They messed up the delivery details, it was meant to be delivered last Wednesday and we've had zero communication from them so far despite two assurances (when we've managed to get hold of them). I would strongly recommend NOT ordering with Sofa.com.

Sofa cushion has collapsed in less than 12 month of purchases with very normal use. Emailed customer service and ended up going back and forth with 4 different customer service reps in as many days who suggested the sofa was “very used” and I should plump them (which I already do and said I did.). Poor quality product, poor customer service. Very disappointing.

Shambles. Bought a breakdownable sofa, on delivery day the driver claimed it couldn't be done. Made no attempt and completely gaslight my wife saying she is wrong and he knows what he is doing, then threatens to leave the sofa in the garden. Sofa.com CS admit the driver was wrong said they'd make it right and refund the delivery fee. Takes weeks to get a new delivery date because the sofa hadn't got back to the depot yet.... right. Finally months down the line they can deliver and guess what it breaks down fine and is delivered successfully. It's now dirty from this though and they send someone to clean it but not for another month. They claim a goodwill gesture will be made. Totally ignore all emails and attempts to follow up on this. Refund for the horrendous delivery experience not recieved either. Steer clear it is not worth the hassle.

Horrendous experience with Sofa.com. I ordered a sofa on 6 May 2025. The full payment was taken from me on 6 May.

On that date, I received an email from Sofa.com to say that I would receive an email from them within 7 days to let me know that they are about to start “handcrafting” my order. 12 days later, and no email. I then sent an email to Sofa.com to ask why I had not received a confirmation email or a delivery date.

I was then told by email that I would not receive this email for 8-10 weeks after placing the order! This was a direct contradiction to the email sent to me on 6 May. None of this was informed to me when I placed the order.

When I raised this and asked why I had been given false information when I placed the order, I was just told that it was a generic email.. oops! It was then that I was told that I would only get delivery 12-14 weeks after the order.

I have just now today, 10 weeks after placing the order, received an email saying that “our dedicated experts are ready to start handcrafting your order.”

So 10 weeks after collecting the payment from me, and giving me false information, Sofa.com have not even started to make the sofa! Of course, they will not be able to keep to their timeline of 12-14 weeks to deliver the sofa to me.

Oh and by the way, the company are not accountable. If you complain, the person at the end of the line just says, you’ll have to talk to my manager, who is not available. They also smugly tell you that they are NOT a part of the Furniture Ombudsman and complaints escalated through the ombudsman will not be valid.

This is the worst part of a company that employs a glossy marketing and sales strategy to entice customers, but are unaccountable when customers face an unacceptable experience.

Indeed, sofa.com sent me an email about “tell us how we did”, even before they have started making my sofa!

Till date, I do not know when I will receive the sofa I have paid for, 10 weeks ago. Never again will I be ordering from this company in the future. This used to be a good company 10 years ago, and I am a repeat customer. It appears that their constant appearances in glossy magazines and jacked up prices has led to the pursuance of a profit motive only, at the expense of customer satisfaction. The current experiences of other customers also show a similar experience to me.

AVOID, AVOID, AVOID!

My sofas took more than 3 months rather than the 8 weeks guaranteed on their website. I only found out about the delay because I’ve emailed asking for an update around the time the sofas should have been delivered. Their customer service team was really unfriendly and refused to take any responsibility even though the delivery time it’s in their terms and conditions.

Sofa.com once were good quality and value for money. Not anymore. Cheap material, poor finish,the foam cushions are rock hard. With the fabric pile upholstered facing in different directions, so fabric looks three different colours.
Delivered by Wincanton, drivers have no experience of dismantling and reassembling.
Very disappointing that yet another company ruined by the accountants putting profit margins before quality.
Whats has happened to sofa.com?
I have had five sofas from them, admittedly not for 12 years or so…. But this new one is not good, never again! This is not the same company in any shape or form!