Sofa.Com Reviews

We recently purchased a sofa from sofa.com and, unfortunately, the experience has been deeply disappointing.

Initial issue:
We accidentally ordered a sofa instead of a sofa bed, a genuine mistake on our part, which we realised only upon delivery. While we fully accepted our error, we contacted sofa.com immediately, hoping for some goodwill regarding the 10% restocking fee—particularly as this was a significant outlay for us.

The bigger problem – delivery damage & lack of transparency:
Despite their refusal to waive the fee, we proceeded with a return. However, when the removers arrived, they informed us that the rear leg of the sofa had been damaged during delivery—a fact we had not been made aware of at any point prior. The sofa had been untouched and stored in a spare room since delivery, meaning the damage was present from the outset.

The removers even suggested that customers are often not informed of delivery damage to avoid immediate returns, which raises serious concerns about transparency in sofa.com’s delivery process.

How Sofa.com handled the complaint:
When we raised this with sofa.com, we expected at minimum a discussion about fairness, especially since:
• We had no opportunity to request a replacement rather than a return, as we weren’t told the item was damaged.
• The sofa was otherwise in pristine condition, fulfilling all return conditions apart from this pre-existing issue.
• ⁠We followed all their policies in good faith, yet were penalised for a situation beyond our control.

Instead, customer service flatly refused to acknowledge the issue and continued to cite their return terms, ignoring the fact that we never had a fair opportunity to request a replacement rather than a return. When we pointed out that the sofa was delivered damaged, they dismissed our concerns, suggesting that because we had not flagged it earlier, the responsibility fell on us rather than their delivery process.

Adding insult to injury, they framed their decision not to charge us additional fees for the damage as a goodwill gesture—despite the fact that the damage occurred before the sofa reached us. This is an incredibly underhand approach to customer service.

Sofa quality – uncomfortable & not fit for purpose:
Had the sofa actually been comfortable, we might have considered keeping it despite our ordering mistake. However, the design was incredibly uncomfortable, to the point that it was simply not suitable for long-term use. Given the price point, we expected far better quality, and this only reinforced our decision to return it.

Summary:
We are now out of pocket for an expensive return that was handled unfairly from the start. Their refusal to take responsibility, combined with their dismissive and repetitive customer service responses, shows a lack of care for their customers.

If you’re considering purchasing from sofa.com, be aware that:
❌ Delivery damage may not be disclosed to you.
❌ Returns are handled rigidly, even when their own processes cause issues.
❌ Customer service will deflect rather than address concerns.

We regret our purchase and would strongly advise others to avoid sofa.com unless they’re willing to gamble with poor service and unfair policies.

It is always a pleasure visiting the Belfast showroom in House of Fraser. The team are very professional and happy to help. I have ordered the Isla sofa and I can't wait for it to be delivered. Highly recommend

Excellent service and delivery. Super happy with my sofa and the great service. Thank you

I recently purchased a sofa from the Fulham branch. Delyana Tsankova was so helpful and made the process much easier from start to finish. Excellent service - thank you

Great service - really nice salesman - all in all a positive experience all round - oh good price too with 10% off.

We had a lovely experience with Sofa.com. The showroom was beautiful and the staff were amazingly helpful. The selection of sofas was considerably better than any other sofa shop we visited in Glasgow. I will review the sofa too once it’s arrived and we’ve had it for a while - I have high hopes.

In the last 10 years We have bought both Sofa’s and a bed from Sofa.com.when we received an email from the company stating they were now in House of Fraser Plymouth, ( our home city ) we were delighted, we visited over a weekend, the space in store given to sofa.com is second to none, so easy to manoeuvre around, the room settings, the quality of fabrics and soft furnishings are amazing! The staff so knowledgeable, a special thank you to Jen, who went out of her way to give us all the answers to our many questions.... she really knows her stuff, from fabrics to style ideas for our 1970’s house.we took away swatches of fabrics to look at while at home, We returned today to place an order, with 10% discount, a saving of almost £200,Sofa.com isn’t cheap, but the workmanship and build quality is the best we have ever bought, worth paying a little more for. Our present sofas are 10 years old, and are still in great condition, the only reason we are replacing them is we have recently moved house, and they are a little too big. Well done sofa.com, and a huge welcome to plymouth !

Ordered an Isla sofa and armchair from this company in Prussian blue velvet and peony due to good reviews.Arrived in a few weeks by efficient delivery team who unpacked sofa and took away packaging.Have never ordered a sofa without sitting on it beforehand but was pleasantly surprised as feels quite firm at first but after sitting for a few seconds cushions are very comfortable.I wouldn't hesitate to recommend sofa.com. to friends and family as great selection of sofas and fabrics and didn't have a problem contacting them during lockdown.

In my experience, Sofas.com not only sells quality products but, importantly, has an excellent after-sales service. It is a company I can confidently recommend to anyone who, like me, considers product support to be an important consideration when making a major purchase. Thank you Sofa.com for being such a pleasure to deal with.

We had such a great experience in the showroom and ordered the Holly Corner Sofa. The cushions were plumped and aligned in the show room. Even the images and sketch design on the website show the cushions to be neatly aligned and plump. We had a few concerns regarding the sofa and the plumpness of one cushion but after further inspection we noticed the cushions didn’t align and didn’t fit the sofa comfortably. We spoke to the after sales team and was happy at the time to try some new cushions. It is now been a month and there hasn’t been any progress. We are now 3 months still with a faulty product. We have been mislead by the appearance of the sofa and the quality. We wanted that feather look but the measurements need to be correct like the one on the website to give it a plumped appearance. The customer service number is persistently busy and still haven’t had a call back and No response from the assistant sales manager as of yet from our email. It has been very stressful, especially with our jobs. We shouldn’t have received such a poor crafted sofa and be wasting our time trying to solve this. Hopefully someone will contact me soon to arrange a refund now. Which we would be entitled too through the consumer rights act! Feel totally let down now on the quality of the sofa and the after sales customer service. Such a special purchase and expensive one has turned into a nightmare

placed an order and paid back in November not heard anything since and impossible to get any response from customer service ,if they even have one .completely unacceptable to leave customers with no way to speak to someone to follow your order or have a response to emails. Are they still manufacturing ?

Visited the Manchester store and chose a bluebell sofa. I was unsure which fabric to go for but Mark was very helpful and nothing was too much trouble. I would definitely recommend if you’re looking for a quality sofa.