Love my sofa 

This is a totally honest and accurate account of events from 1st September 2017 up until posting date.

After my partner had been looking through Instagram she stumbled across ‘Love My Sofa’ and liked the pictures of the sofas available.
On 1st September 2017 we travelled over an hour to get to the store in Macclesfield to find it wasn’t open. This was 11am on a Friday, both a date and a time when stated it was open. Having tried the telephone number provided many times - no answer, I spoke to a local business and they replied that the shop ‘opened whenever they felt like it’. I was instantly put off but my partner persevered. Eventually they replied using social media saying they’d be open about half 1. Staff sickness. I gave them the benefit of the doubt.
They arrived and we wanted to view a chesterfield style sofa. They only had 2/3 sofas on display. Again disappointed. I also don’t like memory foam cushions and wanted to see a fibre cushion. None to show. Fabian stated we could go to the factory on Monday to view a sofa and cushion. We left with his number, with a view to visit the factory.
Monday came and went with Fabian not answering his phone. He replied Monday evening stating they’d been out with suppliers and would give me a call on Tuesday. On Tuesday after another prompting message requesting contact they replied saying due to health and safety laws we now couldn’t visit the factory. I’m sure the laws hadn’t just come into effect over the past 2/3 days. Reluctantly after a few weeks of umming and ahhhing we tried to place an order for a 7ft chesterfield sofa and footstool over the phone. We were told that they did not accept credit card only bank transfer. I was never ever paying bank transfer and especially not after the start we had with this company.
More contact was had with the business, usually through social media as they don’t tend to answer the phone or reply to messages.

On the 12th October 2017 they could then take card payment and we paid £408 deposit for the sofa and footstool. We were told it would be 10-11 weeks for delivery. We were exited as it would be just before Christmas or at the lastest just before new year. My partner asked for a summary of the order to be sent over, Maddison promised following the deposit this would be done. No email. I rang on the 14th October and spoke to another lady who promised she’d get Maddison to send it on. Again, empty promises, no email of summary of order or any sort of contract or terms and conditions were sent to us. All we had was an email stating ‘love my sofa £408’.

Since then up until we rang around the 20th December there was no contact. Around the 20th December my partner managed to speak to the business and was told that Maddison had given her workers 10 days off over Christmas so it would be ready after the new year. Not the best but acceptable of a business over xmas I thought. We were expecting the sofa now the 1st - 2nd week of January. Nothing. No sofa. No phone call. Nothing. We spoke to the business again for a delivery date and was told that it would be delievered 4th February. The delivery driver would be intouch with a time slot on the day. We advertised our sofa for sale and it was collected on the 3rd Feb. We are now sat on the floor. My partner changed telephone and text Fabian informing him of the number change. No reply. The 4th came and nearly went before Fabian replied at 6pm (after being up since 7am waiting) saying ‘there’s no deliveries scheduled for today, the van is in the garage’. No apology, no prior mention of the no show delivery, just it wasn’t coming.
We told him we were sitting on the floor to which there was no acknowledgement, he’d check when he could get the sofa out.
The day after he text saying it would be the following week and we would have to pay the remaining balance by bank transfer or cash.
I was not happy but considering we were sat on the floor, my partner agreed to pay cash on delivery with the promise of a receipt after checking over the sofa.

We enquired about collecting the sofa, which he replied with “we can collect on Tuesday”a day that they aren’t open, we enquired what the nearest delivery date would be in comparison (we had a feeling we would hire a van £58, turn up, sofa not ready, like other reviews), we got the response “we have had a lot of delays this new year and things haven’t been ready, it’s not worth rushing the furniture” .....

My partner had text Fabian requesting images of the sofa (as we didn’t believe it was made) if there would be any compensation and for the third time; a summary of the order as still 17 weeks on we still haven’t received any form of documentation or order summary. No pictures received, no documentation. I’d had enough.

We didn’t believe a word they said and could invisage us being sat on the floor for a few months being fed lies and empty promises. I reached out to Citizens Advice and they have reported this company to Trading Standards for an illegal breach of regulations.

We have sent a letter to the company recorded delievey requesting a refund within 14 days but this could not be delivered as the business was not open at the attempted time of delivery. We
have today emailed the letter to Maddison and the company, receiving a reply from her saying we placed the order in store so we had 14 days to cancel and the deposit is none refundable! Unbeknown to me I never knew browsing in a shop actually meant you’d taken out a contract with them! I must have lots of contracts for things if this is the case all over the north west ... Unbelievable.

It’s been 17 weeks of terrible customer service, excuses after excuses, misinformation and failed delivery promises.

I urge every single one of you who have had the same experiences with this company to contact citizens advice / trading standards and see if they can help you too.

To those of you who may be ‘lucky’ and doing some research into the company before making a purchase, I would say - save yourself the stress, hassle and disappointment, pay the little bit extra money and go elsewhere. Unless you are a ‘famous’ and I use that term loosely, customer, don’t expect to see your purchase on time or at all. If I could rate the company 0 stars then I would. Joke.

***Update***
Since I have posted this review, my partner has received an email reply from Maddison -

‘Please remove this slanderous review immediately.

Upon removal I will process a refund through square app the way you paid. I will do this immediately and you will receive a confirmation however it takes 5-7 days to be put back onto your credit card.

When this review is removed I will process the refund,
Please note this isn’t a trick if you were not to receive a refund you would just put another review on.’

I have never dealt with a business who runs in this manner before and I will certainly be a lot wiser and make better choices in the future after this experience. I’ve had better customer service from the worst stall on a flea market than at this business.

***In Response***

The events in which you have written are completely and utterly fictional Maddison.
We were asking about ‘a chesterfield sofa with footstool’ looking at fabric ourselves and enquiring about stuffing for the cushions. In no way did we place an order with you instore. We hardly even spoke more than a few words to yourself. We were asking the clueless Fabian about visiting the warehouse.
The order was placed over the phone with you a few weeks later, that’s when you told us you wanted a bank transfer. We wanted to pay via credit card due to the protection against the goods not arriving or being faulty. You gave us the option of “paying in cash” which we refused and decided to wait for the card machine. I have the text messages from yourself asking that we pay cash to you!! (we did not ask to do this). We have no emails or phone calls or WhatsApp’s from you. Could you provide proof if this went to court?

You keep going on about bespoke yet in the emails tell me I can have a refund as you’ll easily sell the sofa ... In exchange for removing the negative reviews. Bespoke or not, you have broken the law. I am within my rights to get a refund. And the review will stay.

You have emailed me again not to speak to you again and I shall hear from your legal team, which contradicts your message on here? Now you are saying I’m blackmailing you on another email??

We have proof of all these messages and recent emails which can be used in future proceedings. We all can’t be wrong!

You’ve reported this for an unfair complaint as your terms and conditions state no refunds, but if you have broken the law in regards to Consumer Rights Act and Consumer Contracts Regulatuons then this review must stand.

The credit card company have refunded me my money (let’s hope they claim it back from the company), the complaint has been looked at and dismissed meaning my review stands!

R. Howarth and E. Taylor

Hi I ordered from here love my sofa in may/ June 2017 the sofa is a disgrace this lady will lie block you don't pick up calls emails rude a dreamer it never happened I've had to go trading standards she brings this all on herself I have never delt with such a horrible person I will be taking my case to court small claim's only £60 it will be worth every penny and then the papers to prove this lady has to very different sides to running love my sofa If I could up load photos and inboxes shocking but I have them all for the professional that are involved also took my reviews of her page oh well there's a page on fb called scammed and scammers you don't get a whole page for nothing lol over hundreds on there with the same problem's But remember it never happened lol

Worst company I have ever experienced. My friend ordered a sofa back in July for my little girls 1st birthday, we are now in January with no sofa. I have been blocked from their website as I wanted answers and Maddison wasn’t prepared to give them. They have only replied to my friend now as she has put a review on here! Please don’t order as they take your money and you’ll never receive the goods. They delete bad reviews on their Facebook page to make them look like an amazing company. A total scam

I purchased a mini sofa back in July for my Goddaughters Christening present. We have never received the product and we’re told on several occasions that it had been sent! When complaining I was sent tracking documents in November when the product was supposedly delivered twice in October. They then proceeded to ignore me and my countless messages and emails, until I posted a review on here. I was then contacted and told unless myself and my friend remove our reviews for the page then they would not do anything. We agreed and now have finally had a refund after battling for 6 months. Their customer service is dreadful, they are rude, delete any negative comments on social media and they blackmail you so that they do not have bad reviews in the public. AVOID this company.

Response!!
The tracking you gave me was after the event and has no evidence of attempted deliveries. The supplier was also parcel2GO not yodel. My review was not unfair and neither is this one it’s just simply the truth!

If by customers like me you mean people that pay straight away in good faith and then you string along and they are patient to start with until they see through your lies then yes hopefully I’ll have lots of them. The only difference will be I will actually operate a business and send them the product they have paid for.

Sofa was delivered on time. Small
Mark on a cushion but it was replaced. Great quality and I’m really happy with it.

Do not buy from this company
my sofa arrived and the arm facial came of a month into having it, I notified them straight away with photos asking what to do as I have two young children, and there was nails sticking out, they eventually got back to me and told me it couldn't be fixed so would need to be replaced! Great I though, got a day booked in they never arrived, after countless messages to them they finally replied and said it would be fixed and not replaced and someone would come out again another date booked in no one came!! After this going on for months I asked for them to collect the sofa and give me my money back to which they offered to replace with anything of my choice (very generous I thought)
This never came either, they then said they couldn't give me something else but could collect the sofa and bring it back the next day fixed! No thank you, I have not one ounce of trust in these people,
I was very patient with them, and they took advantage of me and many other people with there lies and deceit!
Shame on them !
There website term and conditions clearly state they can be exchanged if a fault in three months, we are a long way out of that three months now by no fault of mine !

My advice is do not buy save your self the hassle and go elsewhere

I have reported them to trading standards, as it's unacceptable what they are doing to honest people

If you are to buy from this company expect lies, abuse and faulty goods.

We purchased 2 sofas and a footstool from Love my sofa in march last year and had no major problems considering they were a small start up company. We wanted a new bed for our newly renovated bedroom and decided to use Love my sofa again. We purchased our bed from them on 19/8/17 for £398 inc delivery, we were told we would receive it in around 4 weeks from that date, after numerous attempts to get a delivery date we were finally told it would be delivered on 26/10/17, it never arrived.
We were repeatedly given delivery dates over the coming 2 weeks again to receive no delivery. When the bed finally arrived on 9/11/17 it had the following issues:

It did not have chrome feet that we were promised and have receipt of

It only came with 2 out of 8 fixings required to hold the bed together

The headboard was different to what we ordered

The central support bracket was 20mm lower than the side supports for the mattress base

The central support beam was random bits of timber nailed together

We had to make and add an upright support for the central support as just the weight of the mattress was already bowing the timbers.

When challenging love my sofa with these issues we were told that the headboard design was only for queen size beds not king size as ours (this was not highlighted to us when purchased) the chrome feet would be sent out on 10/11/17 and would take up to 7 working days delivery (we are still yet to receive them) they apologised for not sending enough fixings and claims that the bed is correct and does not require additional supports. Being a design engineer I strongly feel that if we hadn't of given the bed additional support it would of eventually gave way. This has now been proven as a friend that also received a bed from them at the same time has recently sent us photos of the support where it has split.

We have since been in contact with Love my sofa and they are now claiming that we are trying to slander their company and have sent us numerous abusive messages.

We have been contacted by numerous of their other customers asking us if we have had similar issues with them. We have also noticed that customers are repeatedly writing on their social network pages with similar issues but have their comments quickly removed. Also there is now a Facebook page called ‘do not buy from love my sofa’. This is a small community of their customers who all have had similar issues and feel they need to share their views with the public as Love my sofa do not have a reviews section on Facebook. The owner of love my sofa has found this page and are extremely abusive and threatening to their customers honest comments.

We are still trying to get Love my sofa to send out the chrome feet that are clearly stated on our receipt but all we get is more lies and empty promosies. This matter has been ongoing since our bed arrived. I am sure that we won't be receiving them.

I have receipt of my purchase, email trials of my conversations with love my sofa and photos proving the issues with the bed to support my claims.

This company needs to exposed as it is unfair how they are treating their customers

Customer service shocking and non existent bought a sofa had delivery promised was then cancelled twice. Had to sit on the floor with 3 children one of which was a baby. Delivery turned up at 11.45pm! I had to help bring in the sofa as the guy was by homself. The driver couldn't slate the company enough saying how they can't cope with their orders people waiting months & deliverys being cancelled. I was offered £80 voucher because of the issues I had. Within a month the fabric on my sofa has started to stretch and sag constant phone calls & emails & I'm just ignored I try to complain on their Facebook page & I get blocked. DO NOT BUY FROM THIS COMPANY.

Avoid purchasing from Love my sofa, this entire company is a fraud. On July 1st 2017 I made a order in which I was told it will take 4-6 weeks. I was told to pay £263 via bank transfer and the rest will need to paid on delivery (they don't accept payments through PayPal). No invoice was sent and there was no communication so by Aug I tried to phone them to ask if I had a delivery slot or if the chairs was ready anytime soon. Ummm there phone kept going to voicebox. I then started to leave messages on social media and recently they got back to me. Cut a long story short MADDISON came up with every excuse under the sun. Erm, I will carry out a investigation report ( still waiting for this). Erm, we tried to contact you (false). Erm I can not see your order. But I'm sure everyone else who has made a complaint about MADDISON the scammer will be aware of the crap that she says. I never have dealt with such a unprofessional individual that claims to care about her customers #Stop this woman from trading

Who the hell was this email sent to because it wasn't me (Another lie). The thing with you is you start to believe your own lies and than play the victim. No that was not the agreement and this was notified at all, I have proof of you stating I pay a deposit and the rest on delivery. I would not be that silly and hand you over more money when you don't even respond to my messages. Yes you was called a b#tch only and ???? Clearly all these reviews speak for themselves. Why am I apologising was it you that was left without sofas or me? You are in the wrong and your trying to act all innocent. Now that's a lie about the mirror because you was willing to do it last night,so please stop lying. Seriously you need help and like I said I already have new chairs from another LEGIT company, do you think I'm going to sit around and wait for chairs I would have never got I don't bloody think so.

Please do not buy from here!!!!! My wife orderd from here it took the 6 months to bring her sofa after continiously ignoring her. The sofa then arrived completley wrong and broken maddison agreed to replace, 2 months later on the date she said it was coming she then blocked her of everything and told her she wasnt getting it. None of these reveiws are fake there all real type in facebook 'do not buy from love my sofa' and see for your self please!!!!!!

1 star is way too much for love my sofa. I ordered a sofa in January and was told it would be 6 to 8 weeks for delivery it then came in May at 10 o'clock at night then there was a missing caution and then had to wait six weeks for another cushion to be sent out which said ordered a sofa in January and was told it would be 6 to 8 weeks for delivery it then came in May at 10 o'clock at night then there was a missing caution and then had to wait six weeks for another cushion to be sent out which they said they had sent by Royal mail three times but there was no evidence of this at all it then got sent out by one of their delivery drivers to be the wrong colour the sofa is falling apart I've emailed pictures and videos to the owner of Maddison and also send text messages with the videos and pictures she said that the cushions would be remade as all the stuffing in the sofa is coming out also the seatings and they said they had sent by Royal mail three times but there was no evidence of this at all it then got sent out by one of their delivery drivers to be the wrong colour the sofa is falling apart I've emailed pictures and videos to the owner of Maddison and also send text messages with the videos and pictures she said that the cushions would be remade as all the stuffing in the sofa is coming out also the seating foam doesn't f fit the covers I've been told that these will be remade which she said was in August and I haven't heard anything since. I am now going to take this further I have contacted trading standards is and will definitely go another step further by contacting the local newspapers that big up this company

After seeing some great photos online, we decided to use a local business investing our hard earned money into a young business. Genuinely wish we had never seen the photos, photos of someone else's furniture, repeated delayed deliveries, incorrect items delivered, discounts withdrawn at the last minute.

I have worked in sales for over 20 years and have worked with many inexperience sales people who over promise and under deliver. This is unfortunately a case of taking too many orders too quickly without the infrastructure to deliver it. It's a genuine shame, I hoped the reviews I had read after ordering were just an isolated case but in my experience they seem to be justified.

The products are attractively priced but I don't feel it's worth the stress or the unknown outcome of an order that you don't get an order form, receipt for an money paid or a formal invoice confirming the goods delivered and the amounts paid.

What can I say, disappointed.

This company are a joke. I’ve never come across anyone so rude. What happened to the customer is always right?!! They recite terms and conditions constantly and they obviously haven’t a clue what the law is with regards to certain things. Ordered a sofa, a “bespoke” one on the 17th August this year. Still now, 16 weeks later nothing has been received. They have told lie after lie and now tell and other people that I’m blackmailing them, what a joke. Telling me I’ve cancelled my order and I’m an indecisive person, how rude. I’ve never cancelled my order, I merely requested a refund, which is my right as a consumer and this being a distance sale whether the item is bespoke or not. They become very abrupt and I have now been left with no sofa and £450 out of pocket. The owner makes fake profiles to abuse and threaten me on Facebook and sent a text message threatening me too. They have also blocked me from contacting them on Facebook and I cannot comment on their page either. I believe they do this to lots of others too. So please be aware, if you do come across this company, steer clear and go elsewhere. Their response is always the same. Lots and lots of people have had the same done to them. They always accuse people of threatening them, I’ve never heard anything like it. The lies will catch up with them in the end.

Just a little heads up if you're thinking about ordering from LOVE MY SOFA - my advice is DON'T!!!

I ordered a sofa from them last year where everything was fine, lovely sofa, delivered on time - perfect.
This year my nan & grandad were wanting a new sofa, immediately I recommended LOVE MY SOFA. They chose the one they liked, I messaged on Instagram, extremely quick response and rapidly took my payment by bank transfer stating the sofa would be with us in 4-6weeks.

30th July I ordered the sofa. Just checking up as you do, 30th August I sent a message asking how long it would be as it had been 4 weeks, week commencing 11th September I was told. When asking for an exact date so someone could be at home available for delivery I received nothing back.

I left it a couple more weeks, must be busy I thought. 18th September I messaged again stating it had been almost 8 weeks since I placed my order and wanted to know where my sofa was - I heard nothing. All my messages were 'seen' on Instagram but ignored which was highly frustrating, fair enough if they were behind but please just a simple message to let me know, that's all I wanted! I decided to message them on here to see if that would make them respond.

18th September I sent a message asking again and received nothing so again I tried on 27th September and still I received nothing. I was truly gobsmacked the way that a business could think it was acceptable to simply ignore a paying customer!
FINALLY they replied! Delivery was going to be this evening between 4-7pm. Woohoo! I zoomed round to tell my nan and grandad and waited with them. 5pm I messaged just to see if they had an around about time for it, took my phone number and said the delivery driver would call me. Nobody called. 7pm past and the sofa wasn't delivered.

My grandparents were so disappointed and I felt awful they had been sat on plastic chairs for weeks now, finally got some good news of a new comfy sofa arriving for it not to come.

I was fuming to say the least I rang numerous times and sent many messages asking what the hell was going on?! 2nd October I received a message! Telling me I would receive a delivery date for my sofa by the end of the day. I requested it be by 5pm so we were again able to make plans for someone to be around for delivery. Bare in mind I was being overly nice considering the amount of lies we had already been told.

I was now told that there was going to be a delay in delivery as they had ran out of cloth! WHAAAAAAT?!?! So it hasn't even been made?! Then the book was passed on as it always is with stuff like this, apparently someone had been in touch with me to ask which other cloth I would like as my requested one was now out of stock. No one had been in touch - this was just another little lie to extend the process. In the meantime I was constantly trying to get in touch with anybody who might be able to help me, but the blame was just passed about and no one helped.

Still I was trying my best to be calm as all I wanted was for my nan & grandad to get this sofa and for them to have it as soon as possible. I asked to see photos of the fabrics I could chose from, did this and sent them back across. Then I was finally told delivery would be Thursday (meaning today) oh thank god! I thought, the sofa will arrive and be all lovely and we will all forget about the horrendous time we've had trying to retrieve it. I was told I would receive a time for delivery on Thursday, I was told I would receive this time on Wednesday.

Surprise surprise Wednesday came and I didn't! Used to the lies now I simply messaged to ask when the sofa would be coming and was responded to in a disgusting manner where I was told to be patient. PATIENT? Wow! It's been 12 weeks of messing around and you tell me to be bloody patient?

Then when I said how I really felt I was told my custom wasn't wanted, the sofa we had been waiting so long for would be sold at half price. After weeks and weeks of requesting back my money I was asked for my bank details which I received back my full deposit.

Now I feel like I've just wasted 12 weeks of mine, my nans & my grandads time. The poor buggers are still sat on plastic chairs - absolute joke!

We're off to DFS now, wish we did this a long time ago!

bought all my furniure from love my sofa
amazing bespoke items so beautiful and unique
after shopping with love my sofa i wouldnt go anywhere else for my furniture

Can personally say this company is a breath of fresh air. From the minute you walk in the store to the staff you meet they are definitely top drawer for quality and service. Would highly reccomend

I can’t even come to terms with how utterly livid this company has made me feel. The customer service is by far the worst i have ever received in my entire life. I am not usually one to ever write reviews online but i felt so passionately about my experience with Love my sofa i felt as though it is only fair to warn other buyers.

I initially ordered from Lovemysofa after weeks and weeks of trying to get hold of them on their phones (by the way the phone number on the website is a fake and does not work) finally after countless facebook messages/emails and instagrams i recieved a call from Maddison Santamaria (the owner of Lovemysofa) she seemed really professional and keen to take my order and said i had to pay via bank transfer a 20% deposit initially and then the rest on delivery in cash, and that she would not accept paypal (never again will i do this as ive learnt you are not covered).

I paid in good faith for a 4 seated sofa and footstool, i was told the item would be delivered in 4-6 weeks. 3 months later and after countless emails/messages/instagram messages, and HORRENDOUS communication.. I mean i would have to message her atleast 3 times to get a response and threaten to report them for fraud would she then reply. I was told numerous different days they would be delivered and they never came, I took a week off work once as she didnt specify a day.. what a waste!! Eventually and with little notice the sofa was delivered (faulty) and with no footstool. The delivery men told me that it had been forgotten to add onto the van that morning and that i would have it delivered the next day via parcel force.
I paid the remaining sum in Cash to the delivery men (another mistake as i got no reciept of payment).

Weeks later and no response from the company ive messaged over ten times and no one has replied to me! All of my messages are stated as read but no reply!! I even had to comment on her pictures and my comments get deleted within minutes of posting yet apparently she does not have the time to respond to me via Direct mail.

Overall i feel utterly robbed and am absolutely fuming, all i want is a proper sofa and footstool as paid for and promised. It was extremely uncomfortable living in a new house for 6 weeks with no sofa as promised and I really don’t understand what is so hard to not just be honest and upfront to your customers!

I can whole heartedly say i would recommend Everyone to stay clear of this company, its clear by the response of other people i have spoken to that they have all had similar experiences.

Would love some advice on how to get my money back and never deal with them again!

Please take a moment to read this review. We also encourage others to use this platform to share their experiences from dealing with Love My Sofa.

My partner and I ordered three items over 3 months ago. A bed, a stool and an ottoman. The pictures on the company’s Instagram account looked lovely so we trusted them and paid cash via a bank transfer.
- This is the first lesson, always pay via card not cash. There is buyer protection from your bank as well as certain regulations in place when a company is given an SSL certificate to sell online.

After a while of chasing, the bed was delivered but the other two items were missing. Months went by and nothing, just false promises and days spent at home waiting for deliveries. To date we have been told 4 separate delivery dates, all of which came and went without even a single message to say they weren’t coming. Days wasted at home and taken off work!

On one occasion we came home to find a large foot stool left in the garden, which wasn’t even signed for! We spoke with the owner of Love My Sofa and asked for it to be collected ASAP, but as I write this review it’s still in our house and taking up space. This is a chunky item and not ideal to store in your home over Christmas time!

Not long after taking delivery of the bed it broke and we’ve been sleeping on the floor for two weeks now!
We eventually had enough and asked to return the bed and cancel the other items. But we’ve now been told we have to pay for the bed to be returned, even though it is faulty AND even though Love My Sofa need to send someone out to collect the chunky footstool we never ordered. I feel like I should be charging them for storage!!!

We have now reached out to other unhappy customers, so hopefully you will see their reviews on here over the next few days. I ask you to leave honest reviews and just state the facts. That will be enough to show up the poor customer service.

I can’t go on any further as I’ve now submitted this to the small claims court. We don’t want any compensation, we just want the broken bed and footstool out of our house, and to cancel the other two items. We’d like our money returned so we can buy a bed to sleep on before Christmas. It really isn’t a lot to ask!

Thank you for reading.