sofa.com Opiniões 6651

Really poor service from sofa.com - the sofa and chair I bought was uncomfortable and looked nothing like the sofa I saw in the showroom - I have had to pay 10% of the purchase price plus delivery which I feel is unfair and was a large amount of money. They advertise ‘comfort guaranteed’ which I believe is misleading and certainly wasn’t my experience - I would definitely not recommend and have resorted to a Dusk Sofa and Chair which was a lot cheaper and definitely more comfortable.

I’ve contacted them several times over the last few months for a refund after the sofa couldn’t be delivered, with no response. I got an initial response that they would process the refund and then nothing.

The sofa itself is ok (although perhaps not the quality and comfort level you'd expect for the price). However, there is a horrible smell that started to come from the sofa just a couple of days after it was delivered in February 2025 and is still there now in April 2026. We've tried everything, fabric deodoriser sprays, sodium bicarb, putting the cushions outside on warm and sunny days, keeping the window to the living room open to ventilate it and have now had to resort to covering it with a blanket that we wash regularly, and even then the sofa makes the living room stink and I can smell it as soon as I enter the house! I raised this with sofa.com and they sent someone round who confirmed that the sofa smells but they are refusing to do anything about it as they don't consider it a manufacturing fault. This is totally unacceptable considering we spent over £2k on a sofa, more than it would have cost with competitors, and we can't even have it visible and it's making our house stink over a year later. I'd avoid sofa.com at all costs given this issue and how they've handled it.

So happy with my beautiful Slim Long Island sofa set! The whole process was smooth start to finish with very helpful delivery team bringing it up to my top floor flat and taking away all the packaging :)

Everyone in the Glasgow showroom were super knowledgeable and helpful.

The service in the Guildford store was excellent. My sofa doesn't look like it cost nearly £2000, but it's OK. I chose this sofa because it was breakdownable into sections for delivery and I was moving to a flat. The delivery was absolutely terrible. The store manager informed Wincanton delivery company that the sofa needed to be broken down a week in advance and sent me assembly instructions in case they didn't have them! The delivery guy was rude and stated that he "only had 14 minutes and if the sofa didn't fit in as it was (in one piece) it wasn't coming in!" Very stressful and disappointing.

I dealt with the Bath store online & spoke with a very helpful member of staff (Emily) She replied instantly to my initial query. Offered helpful advice & didn’t pressure me into a purchase.
I have bought from sofa.com before via the Bath store & have been very happy with the service provided & the product.

We have tried to liaise with sofa.com regarding our sofa but they are refusing to acknowledge there is a design fault. It is so uncomfy that we can’t actually sit on it - the seat pad is incredibly thin and there is a ledge at the front so you sink down and are sitting on the sofa bed mechanism. It looks saggy and considering the price we are appalled. They got an external company out to look at it who confirmed it is a design rather than a manufacturing fault. Sofa.com said we needed to return within 14 days if we weren’t happy - it is in our spare room and used over the Xmas holidays as a sofa bed not sofa so it was only weeks later we realised how uncomfortable it was and after repeated use it’s now unusable. The sofa we picked was noted to be firm which was what we wanted however, this is firm because the foam is so thin you are sitting on wood and the material sags so it looks messy all the time. The back and side cushions are lovely and thick and what we thought the seat pad would be like. Please avoid - not worth the money.

After reading reviews I was quite nervous to order from sofa.com but we were rather limited as our doorways are narrow so we needed a sofa that breaks down. Sofa.com seemed to have the best styles in breakdownable sofas within our budget (didn't want to spend more than 2k). We went with the Otto 2.5 seater as it has fully removable covers, the fabric is nice and soft (Norfolk cotton) and the colour matches the sample perfectly. We also got a bluebell footstool in a floral patterned fabric.

The thing we were disappointed with is the quality of the cushions. They are like hospital cushions, plasticy and make that crinkle noise you get with a waterproof mattress protector. We will be getting these replaced by a local upholstery company. I guess they would be good if you have dogs as they look like they'd wipe clean very easily. We will probably cover them in a different fabric and use them as cat beds.

The delivery was excellent and the two chaps were able to get the sofa in without breaking it down, though is was a very tight squeeze. They unpacked the sofa and footstool and attached the legs, took the packaging away and were only here for 20 mins roughly.

We ordered two sofas, at over £4000. Firstly they took our deposit twice (£426 x2) and despite telling them weeks ago it was still not refunded. Then the day arrived for our new sofas. We had taken our sofas to the tip the day before. I called to see when they would arrive as the delivery portal was not working. They told me sofa.com has paused the order on the 4th of March (delivery was due on the 20th) I called Sofa.com to see what has happened. They were extremely relaxed in their response - the fabric had been out of stock and the sofa had not even been made, and no unfortunately they couldn’t tell me when the new sofas would be made, let alone delivered. I cannot stress enough how unbothered they were by this scenario - even when I told them that my self employed husband had taken a day off work - loosing a days wages . They quite simple could not care less. I requested to talk to a manager - I was told this was not allowed. They said they would request a manager you email. Which they did, again stating they would not call me , again can’t tell me when the sofas would be made but that as a “goodwill” gesture they would refund the delivery charge (£140 - approx 3% of our costs) this didn’t even cover the lost wages let alone the inconvenience of having nothing to sit on for weeks!I genuinely have never received such bad customer service - avoid this company at all cost . It looks like a good quality company but it’s a facade. Needless to say I have cancelled the order - I do t want this company to get a penny of our money.

We purchased the Holly 3 Seat Sofa (in Moroccan Spice Smart Velvet) at sofa.com on Dec. 1st at 23:09. When I went to cancel my order the morning of Dec.8th I was advised that I would be charged a 10% fee to cancel my sofa order. This was explained on the basis that my request falls outside a 7-day cancellation period, yet Sofa.com terms and conditions do not specify when this 7-day period begins or ends.

On that basis, I reasonably understood the 7 days to run from the time of purchase on 1 December, meaning the period would expire at 23:09 on the 8th. In addition, the Sofa.com confirmation email stated that “within the next 7 days you will receive an email to let you know we are about to start handcrafting your order.” As I had not received that email, it was difficult to reconcile this with the assertion that the 7-day period had already lapsed. Given I didn’t receive the email, it was clear the sofa was not yet being made and Sofa.com were being unreasonable for not refunding me the full amount. I was planning on purchasing another sofa with Sofa.com, however given their rude customer service and unjust interpretation of the 7 day rule, I won’t be purchasing with them again.

For the same price you can find a company with a much better customer experience and reading the other reviews on here, it also seems like the quality of the sofas isn’t great, so seems like we dodged a bullet.

My experience with Sofa.com has been poor from both a product and customer service perspective.

After just a few years of normal use, the back cushions on my Izzy corner sofa have significantly deteriorated, losing all structure and requiring constant reshaping. This is not what I would expect from a product positioned and priced as “premium.”

What has been more disappointing, however, is the response from customer services. Despite clearly outlining the issue, the concern was dismissed as “wear and tear” outside of their one-year warranty, with little meaningful effort to engage with the substance of the complaint or the quality concerns raised. All the responses I received from them were so impersonal and clearly generated by ChatGPT.

To add to this, I was offered a 15% “discount” on replacement cushions, which was presented in a way that suggested a goodwill gesture. It later became clear that this was simply a standard promotional offer available to all customers at the time, not a genuine attempt to resolve the issue.

Overall, the experience has left me feeling that once the sale is complete, customer care and product accountability fall away entirely. For a brand that markets itself as higher end, the aftercare and durability simply do not match the price point.

I would strongly encourage others to think carefully before purchasing. Look at the other reviews which show that so many people have had the same issue yet they will not take accountability.

I placed my order in December and have had the order cancelled by the delivery company twice on the day. Once because the delivery company damaged part of the sofa and the second because they had not put the full order on the lorry . Absolutely awful. Do not buy from this company

Very happy with my couch apart from the foot stool and one of the chairs not having any floor protectors on. The foot stool was missing only one and the chair all 4 of them. It looked like they had run out half way through sticking them on and couldn’t be bothered to get anymore. It has caused a small scratch on my floor. Everything else was fine and delivery men were very helpful.

Bought a sofa after visiting the store in Guildford. That’s why there are showrooms for customer to try the items and decide. I bought my sofa after trying one in store and the quality that was delivered to me is not the same. Same day the sofa was received the cushions started to collapse and even plumping up didn’t help. The quality of material used in the cushion is so bad and gives back pain if you sit any longer. But poor quality of filling and foam is a common customer complaint which the company doesn’t want to fix. Customer service is so poor instead of helping they tell lies and blame the customer. I had a horrible experience with this company and would never recommend this company to anyone else.

Very disappointing experience with sofa.com - Poor product quality and even worse customer service.

We purchased a Jack 3-seat sofa and unfortunately found it to be uncomfortable and lacking in quality from the outset. The cushions quickly lost all support and now collapse within minutes of sitting. The frame feels unstable and wobbly, and the arms are so poorly padded that you can clearly feel and see the outline of the wooden frame through the upholstery. Overall, it is not fit for purpose as an everyday sofa.

We raised these concerns and requested a return. However, as we are based in Jersey, we were informed that sofa.com is unable to offer a technician visit, collection, or refund due to their geographic policy.

This was not something that was made clear at the point of sale and has made resolving the issue very difficult.

Whilst the ordering process was straightforward, the aftercare experience has been extremely disappointing and not what you would expect from a company of this size. We are still trying to resolve this with sofa.com, but based on our experience so far, I would strongly advise others, especially those outside mainland UK, to think very carefully before purchasing.

Very helpful staff in the Bath store. Particular thanks to Emily who was very knowledgeable and patient.

Ordered a fingal lovseat. Frame looks lovely but the cushion is like sitting on a rock. Really flat and uncomfortable.

Initially very pleased with our sofa but after only a short time the seat cushions started to deteriorate and sink to create a hollow like an old bed. Being foam you couldn’t plump them back up. After contacting sofa.com they sent an investigator around to examine the cushions who agreed this wasn’t right. However, sofa.com would only replace the cushions if we paid £180. After several e mails we gave up and bought replacement cushions from GB foam in Wycombe who were excellent and we now have a.com use cheap foam in there sofas obviously to improve there margins and as a customer you don’t realise until you have sat on them for a while.

Have used this company for 10+ years but recently their service has nose-dived!! Ordered a bespoke footstool, it arrived without the legs. The delivery (which costs £119!!!) team said they would notify the office and the legs would be sent out straight away. Nothing happened. I got in touch with customer services who assured me they would get it sorted. It’s been nearly a month now, and despite repeated calls to customer services I still have no legs for the footstool. Apparently my only recourse is to return the stool for a refund! How is this their only solution? Completely unacceptable and after years of using this company, I’m afraid they have lost a customer!