sofa.com Reviews 6,652

I visited the Bath Sofa.com branch on a whim, hoping to get an idea of the kind of thing I'd like to purchase, I was greeted by a lovely lady named Emily, who advised me there was a sale on, didn't feel at any point pressured to make a sale or purchase anything.

Decided to come back and enquire further about a particular sofa, I have now purchased a Teddy Sofa, thanks to the help and advice of Emily and Su.

Incredibly professional, friendly and informative service, I can't recommend enough!

I visited the Bankside store on 28 June looking for a sofa. I couldn’t decide on a 2 or 2.5 seater or on fabric. So took swatches home and sales assistant sent me quotes for both sizes in all of the fabric price bands. I realised the quote included the sale prices so checked how long the quote was valid for - the expiry date on the quote showed as 25 July, so I was pleased I could take my time deciding. I went back a week later, on 4 July to get some more swatches and now there were signs saying sale ended 8 July. So I queried the expiry date on my quote and the assistant said she would check with the manager, who was not in the store. This morning I received an email saying sale ends today. I called the store and had a similar conversation- but he could not answer my query, he would need to check with the manager who was not in the store today. Advised me to put order in today in order to be sure of the sale price. I did not wish to be rushed into buying so said forget it and that I was very disappointed in the customer care displayed. And that I would be sure to reflect this in a review. Not quite believing that this could be the company culture, I called the HQ customer care - who were even ruder and less caring. They behave as if they really don’t want to sell anything. I was wanting to buy a sofa, had chosen the fabric and size but then just wanted to add contrasting cushions and didn’t want to rush my decision having been led to believe I had until 25 July. Blimey, how times have changed since I last bought a sofa.

The way dax treated me fantastic

Bought a sofa last year, there was a strange smell from cushions and seat cushions which was coming from feathers.
Have left it for about 10months and the smell is still there.
Someone came out to assess it and I received an Email which said there was no smell.
There is a smell but obviously sofa.com don’t want to deal with it as it will cost money. Let down by customer service.
Won’t be shopping there again or recommending their sofas.

Mary

Would give no stars if I could!!!
Customer service was rude, got a sofa and it was faulty, squeaks when you get up or sit down and one side dips down more than the other, spoke to them and they asked for evidence but there is not physical way of sending the proof as the website wouldn’t allow videos and it’s not something that’s easy to get evidence for then expected to pay £25 for each box to send it back!
Wouldn’t shop here again as now left with a faulty sofa!!

By listening to the customer when they say there a fault and what can't be seen on pictures and then to be told had to pay 25 pound for each box will never shop with them left with a faulty sofa

Morgan and Ella from the nottingham store are 2 very helpful young ladies. Full of information and answered all of my questions. The showroom was beautifully presented although rarther hot inside so Ella turned up the fan to help me cool down in the heat. Took a few product cards and samples to show the wife and will come back at a later date.

Purchased a number of items in their Chelsea store. For some reason my order was put into 2 order numbers even though I ordered on same day. I have heard from the delivery company regarding delivery of goods but only for part of the order and unhelpfully the bed is in one order and the mattress is in another. I called three times to ask for the deliver to be combined and was informed that this was done as the other items were ready for delivery but when I heard from the delivery company they orders are still being treated as separate and I have heard nothing further regarding the order that I was told was ready for delivery. I am moving into a new house with no furniture so this experience hasn’t been helpful.

Worst experience ever. Ordered two sofas, one 3 months ago and one 10 weeks ago.

Twice been given delivery slots only for the sofas not to turn up (my wife took a day off work). On calling customer services told the sofas hadn’t even been made.

Constantly having to chase customer services for an update and they have no idea when things will be made.

Today told that for the 3 month order they can’t now locate the sofa and so going to have to start from scratch all over again.

Honestly the worst customer service I have had in 46 years. I have sinking feeling that the company maybe going into administration as seems to be a real issue completing on orders. I did mention this to customer services on an email and they didn’t deny it.

Avoid at all costs and plenty of other providers out there to use. Very disappointing and extremely frustrating.

Update 28/6. After message below from sofa.com saying they would help sort this they Literally sent same email as week before confirming needed to reorder sofa. Despite confirming they should do this last week. As such another week delayed and don’t expect to get this delivered for for weeks more. My wife has now just said they have changed the colour of sofa ordered. Honestly this is without a doubt the worst customer experience ever. 100% don’t bother ordering through them. Seems they don’t want the business and zero customer care. Really feels like never going to get what ordered now months ago and paid thousands for!

Wish gone to loaf, as brought sofa a few years ago from them and absolutely faultless service.

Beautiful sofa and fantastic service. I’m delighted!! Bluebell in Narwhal is stunning

The customer service in the Guildford branch was first class. I can't remember his name but he went above and beyond to meet our needs. The sofa/chaise was completed and delivered ahead of schedule by professionals who kept us up to date constantly. All in all an excellent product and service. Highly recommend.

The entire experience from visiting the fab showroom in Guildford to the end delivery of the sofa was excellent . The level of customer service and time taken in the Guildford showroom by staff was outstanding. They took time to listen to our requirements and really helped us understand what would best suit our home, dog, and overall lifestyle. I was also impressed with the order process and communication as the sofa was made and delivery date and time all arranged .I will definitely be recommending sofa.com

I made a purchase of a sofa ,a chair and foot stool in Plymouth within House of Fraser,it was a cancelled order as I understood it.
A gentleman called Scott Ford served me and he couldn’t of been more helpful if he tried.His product knowledge was exceptional and his customer service second to none.I would most certainly recommend to my friends that when looking for a sofa etc in the future to pay him and Sofa.com a visit first.

Great experience at the Rushden concession with Andy. Still yet to buy a sofa but so far so good!

Everything was absolutely brilliant… from trying out styles and swatches at the Rushden Lakes showroom, to ordering online, to delivery, and best of all, to looking forward to lounging on the sofas everyday! Highly recommended!

I love my footstool and the men whondelivered it were brilliant
Thank you

Appalling delivery service and follow up and communication.
I ordered three sofas, paid and got a confirmed delivery date. I arranged for Cancer Research to take my old sofas earlier on the same day. I got a call mid morning to say there was a problem with the staffing needed to lift my sofa and so they could not deliver. I accepted that with good grace but since then the company has not been able to provide a delivery datewhen calling the help line, even if you are prepared to wait they cut off the call. Maddening - one day i suspect I will get my sofas

Really disappointed with our Teddy sofa. We had chosen the Teddy as it felt comfortable in the shop and is advertised as one of sofa.com’s most comfortable sofas that you can ‘sink into’.

We have had the sofa for over a month now and whilst it has softened very slightly, it is still hard, and you certainly don’t sink into it.. it just flattens. The cushions also lack any support. And the fabric is rough. We are so gutted after spending the past year deciding what sofa to get in our new living room.

We bought some sofas for our kitchen from Love your home which are soooo much more comfortable (and they are more formal, hard back ones). Wish we had shopped here for our living room.

I wish I had read Trustpilot reviews before making the purchase.

We initially had a great experience with Sofa.com—customer service was responsive, and we were thrilled when our Bluebell 4-seater in Sapphire Velvet arrived. Visually, it’s a stunning piece: elegant lines, rich velvet fabric, and exactly the look we wanted.

However, our satisfaction quickly faded due to the feather seat cushions. Despite following the care instructions to plump and turn daily, the cushions flatten immediately upon sitting, offering no support whatsoever. The sofa has seen very light use—just two adults, no children, and we’re not heavy—yet it’s become the most uncomfortable (and most expensive) sofa we’ve ever owned and sadly not a sofa built to last.

The constant discomfort has led to so many complaints from my husband that I’m now reluctantly searching for a replacement. It’s especially frustrating because this could potentially have been avoided had we been advised to consider a firmer or more structured filling or alternative fabric at the time of purchase. No such guidance was offered.

It’s such a shame, because we genuinely loved the look of the Bluebell, but unfortunately, the comfort just doesn’t live up to the price or the brand’s reputation.