sofa.com Reviews 6,653

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!

My experience with Sofa.com has genuinely been shocking.

In August 2025, after only two years, one of the wooden legs on my custom Audrey King Size Bed from Sofa.com snapped clean off. Not after years of wear. Not after misuse. Just snapped.

Seven months later… I am still waiting for one replacement wooden leg.

In the meantime my very expensive bed has been propped up on a wooden jewellery box just to make it usable. Seven months of emails, chasing, and promises that the part is “being arranged”.

Let that sink in:
A premium furniture company cannot send one small wooden leg in seven months.

When you buy from a brand advertised as high quality, you expect decent build and responsive customer service. Sadly, I’ve experienced neither.

The bed itself looks beautiful, but what’s the point if a basic component fails and the company can’t resolve it for over half a year?

Buyers should know that when something goes wrong, the aftercare may be painfully slow.

I genuinely hope Sofa.com sorts this out soon. But until then, this has been a deeply disappointing experience.

#CustomerExperience #FurnitureFail #SofaDotCom #HomeInteriors

New sofa cost me over 2k in damages - they had a 3rd party come to review it

They said there was a malfunction on this item and they would send all information back to the office

I then let sofa.com know about this and they said they were not liable for their own sofas!!!

Avoid avoid avoid

I sent legal letters but no progress

We ordered two leather sofas which looked impressive at first . We have had them just over a year and now the cushions cannot be plumped up and the fame is unstable feeling every movement of another person .
Very expensive for the quality received - disappointing as they looked stylish

We’ve just taken delivery of our new Sofa.com sofa (our first in 27 years!) and we are delighted! Emma Wolff from the Bath store was superb throughout whole process. She is extremely knowledgeable about the designs and fabrics and gave exceptional advice. Additionally, she made herself available for every phone call made during the purchase which was really appreciated given that we are not local to the Bath store and travelled in to choose our Otto furniture. Sofa.com are very lucky to have such a professional and personable member of their team. Thanks Emma!

• I ordered the "Lucy Bed" from sofa.com. It's made to order, with the upholstery you choose, the legs you choose the size you choose etc. It comes with a "white glove" delivery service.

• I waited 6 weeks, took the day off of work to accept the delivery.

• The bed arrived and the deliver guys asked me "Did you order this un-upholstered?"( I didn't, obviously). They told me to refuse the order because they are not upholsterers and they couldn't complete the white glove service.

• The Sofa.com team said "this is the way the bed comes" (LIKE JUST PADDING ON A BED FRAME). There was no indication of this in the product description.

• There was never any effort to "make this right" or find a solution other than a refund, which I did receive.

Terrible experience: misleading website, poor product, waste of time.

I found Emma who helped me at the Bath store to be very helpful and efficient.

Emma at sofa.com in Bath has been so helpful in sorting out replacement covers for our sofa. From start to finish she went out of her way to ensure we received what we wanted.

We bought an Isla sofa, matching footstool and a Hockney armchair. Within two weeks, the sofa and footstool cushions were sagging so badly they looked 10 years old.

They were advertised as requiring “very little plumping”. In reality, they need heavy plumping after almost every use. (And still looks terrible). Sofa.com’s own engineer confirmed in writing that the cushions must be fluffed every time they are used — which directly contradicts the product description. Instead of addressing this, they measured the cushions and declared “no manufacturing fault”.

The Hockney armchair also arrived with a visibly misaligned arm.

We reported all of this within days of delivery and followed their full process. No remedy was offered. We’ve now had to pursue a claim through our credit card provider.

The store staff have been polite and helpful throughout, but there is a clear disconnect between the friendly showroom experience and the poor quality / profit at all costs approach of a Mike Ashley-owned company.

Extremely disappointing.

We bought a 2.5 seater bluebell sofa from sofa.com in May of 2024. Very happy with the sofa when it arrived. Unfortunately, within two years the cushions have become flat, lumpy and very uncomfortable, despite us following the care instructions. Whilst I have contacted the company about this issue, they have advised that their inserts are only guaranteed for one year, and have advised us to buy replacement inserts from them. I think it's a reasonable expectation that a sofa at this price point should remain comfortable and functional for far longer than a year and a half. We will not be purchasing from sofa.com again given the poor quality for the rather high price point and just hope our experience can save someone else some money!

The sofa (Carmel) is a nice colour — that’s the only positive. The sofa did not arrive on the date it was supposed to which when you take a day off work to be there for is unacceptable. The quality is extremely poor and completely unsupportive. You will regret spending this much money on such a bad product, especially when you have to physically lift elderly relatives out of it because it offers about as much support as a bean bag. Feathers constantly poke through the cushions and stab you when you sit down.

Customer service is truly disappointing. They send out a technician who suggests that if you use all your energy plumping each cushion for 25 minutes (who has 4 hours to spare?) every day, the sofa will be “fine.” The technician even acknowledged that the cushions did not arrive in a suitable condition and agreed that the footstool doesn’t align with the sofa — yet still reported back to sofa.com that everything was fine.

The end result: no resolution, no accountability, and an overpriced bean bag masquerading as a sofa.

Great advice and customer service from the lovely guy who answered all our questions and more in the Sofa.com show room in House of Frazer in Belfast. We were given advice about fitting a sofa in the room and getting it into the room through hallway and door frames etc. We also got good advice about current discounts. There’s also a good range fabrics to choose from and of course the opportunity to try the various settees and chairs for comfort and style.

really helpful staff both at the store we visited and on the phone @sofa .com

Great service and extremely efficient sales staff

In store shop experience was great and Victoria at the Guildford store was extremely helpful throughout the sofa selection process and order taking. It was very much appreciated.

I bought a large dog sofa which cost the best part of £400. Yes it was some time before I realised just how uncomfortable it was (it was for the dog not me after all) and approaching Sofa.com to ask if they can supply some cushioning for it I was told they can't. This was the end of 2023.

Had it cost £100 I would not even bother but given it was well over £375 including delivery then this is not fit for purpose.

We absolutely love our sofa. The Quality is amazing, and the delivery drivers were very friendly and helpfull. Highly recommend.

Really good service, friendly staff and lovely showroom. Great deals and gorgeous sofas. Looking forward to receiving ours in a few weeks.

Our experience with Sofa.com to date has been excellent - good advice in store and rapid helpful responses to our post purchase questions.