sofa.com Reviews 6,653

Wish I had read the reviews before spending thousands of £ on a new sofa and footstool. Went to the shop and sofa seemed very comfortable and pretty. Ordered it, got given a delivery date, I sold my old sofa the day before, and the delivery was cancelled on the day it was meant to arrive. 2 weeks later it arrived. Unfortunately, the sofa is extremely uncomfortable, cushions are thin and the whatever it is stuffed with makes a weird noise (plasticky) and it’s hard, very different from the showroom. I emailed to complain and I was told that the sofa needs to be sat on, that I shouldn’t worry as It takes time (probably letting me wait past the return date). 3 months later and it’s not getting better. It’s worse. So bad that I’m already dreaming about buying a new sofa but stuck with this one until I finish paying for it!! Wish I had never sold my 10-year old JL sofa! Stay away from this place. Bad furniture and customer service. Never again!!!

Great service from dan in hull appreciate your help

The sofa design is beautiful but I found the seat and back cushions seemed under stuffed, a bit thin and floppy. After a little while you are sat you can feel the base . The seat pads sag a lot in the middle, seat is really under stuffed and after less than 2 weeks it looks really bad, that is despite plumping
the cushions after every use.

We purchased a sofa from this company under 2 years ago, and on Christmas Day, one of the legs crumbled and snapped from the base. We were left sitting on the sofa on the floor. The company sent a dismissive email saying legs were not part of the guarantee and told me to ‘enjoy the rest of your day!’ I am speechless. Never again ………..

I ordered 2 sofas in November. One arrived without legs.

It has been over 2 months and I still haven't received the legs and I'm left with the sofa sat on the floor.

They said there was an attempted delivery in December which was 'rejected by the occupier' which is not true - either they didn't bother sending them or sent to the wrong address.

Waste of time chasing them via email or call, there is no urgency to fix their own mistakes.

I would avoid and look at previous reviews.

Used the perfect fit guide to check the sofa would fit. First delivery team outright refused as too nervous to drive the van down a hill. Next delivery team (3 weeks later) tried but didn’t try via the garden which is where we tested it using the guide. Mason in customer services was absolutely terrible at trying to resolve the problem so lost the deposit and will reorder from a more reputable company.

Jack 3 Seat Sofa in Green Velvet
The company and delivery were fine, but the sofa is not comfortable at all.
It looks good & everything is fine with it apart from the seat cushions which are very hard to sit on for any length of time (I have to put a softer cushion under me)
Although the cushions feel very hard, they weirdly sag a lot too, after about a week the cushions were sagging in the middle.
It feels like the quality of the seat foam is not fit for purpose.

An update on my experience 6/3/26.
Sofa .com sent a technician out to inspect our sofa.
The technician said they could not confirm any fault with the inserts & that the interior has settled within the same areas due to consistent use in the same spots, not sure where else you can sit on a sofa with 2 seat cushions?
The upshot is that we had to take the seat cushions to the foam centre in Glasgow, who were shocked by the quality of the foam and thought we had had them for years instead of 4 months.
They have replaced the foam for £110, now it feels so much more comfortable and does not sag.
I would advise against anyone even considering this sofa.

A really great experience in the sofa.com Bankside showroom. Asper was so incredibly helpful and patient and had great knowledge of all of the products. It was a seamless experience and we are excited for our sofa and footstool to arrive.

We bought our last sofa from you so we decided to buy another one as we were really pleased with it. Haven’t given it 5 stars yet as we haven’t received our new one

Disgraceful customer service. Bought a sofa in the mamchester house of frasier store and was told it would come in parts for delivery. After getting ready and taking my 80yr old grandmother's old chair outside in the rain! The chair came fully together and would not fit in the door. My grandmother had to sit back on a damp chair that had been in the rain. Contacted customer service 3 times and promised calls back each time that never happened! Until wd reached one amazing member of staff who promised to communicate with the delivery company and find out what happened as the drivers are supposed to be trained in taking the furnature apart and putting it together. 2nd delivery attempt we were promised the chair would be delivered in parts. Turns up... the drivers know nothing about it being in parts its still fully assembled!!! Absolutely useless. NEVER BUY A CHAIR OR SOFA FROM THIS COMPANY. £1500 OUT OF POCKET UNTILL REFUNDED!

Victoria was very helpful and patient!

Lovely experience, very helpful staff and enjoyed the lovely coffee too as a bonus

On 10 November we ordered two sofas from the Bath branch and were so happy that we had found a retailer where we could not only see in person the quality of their sofas but be able to sit on them to test height, depth of seat and cushioning. Although we ordered in November we didn’t want to take delivery before Christmas and confirmed that any time January would be Ok. We were given a delivery date of the week commencing 5 January to which I was slightly surprised as this is the first full working week following Christmas. I raised my concern as I thought their workshop would probably be closed between Xmas and New Year but was told that my concerns were unfounded and the sofas would delivered on the due date. On 15 December we received a mail asking us to confirm the order to which we responded (we’re surprised to have received this seeing as they had had over £4000 since the beginning of November) and in anticipation of our new sofas arriving sold our existing ones a couple of days before the delivery week. We heard nothing on 5 January as to what date delivery was due that week; a telephone call ensued in which we were told our sofas hadn’t been made yet and we’d hear something towards the end of the following week. We have raised a complaint and expect to receive a further update on 12 January. In the meantime we are sat with no sofas or any sign of them being delivered . We did NOT ask for a delivery in the first week, we would happily have waited until the end of January if necessary and would have only sold our existing sofas to correspond with that delivery date. It was only due to the insistence in store that 5 January would be ok that we agreed. It is such a shame, as our initial experience in store was excellent. Unfortunately the actual overall experience has been dire and is still unresolved 😡

Around this time two years ago we purchased a Jack two seater sofa. The ordering process was fine, the team that delivered it were really great. Soon after use I noticed the seat cushions sagging. Tried rotating the cushions left to right and, as the underside of the seat cushions are not covered in the sofa fabric, I bought a throw to cover the seat cushions to allow them to be flipped over daily in an effort to alleviate the problem. In a short space of time, the sofa cushions had become really uncomfortable. I complained. Sofa.com sent out a representative (to a rural area) to inspect the sofa. The rep agreed the seat pads were deficient. I got sent two new foam pads. Repeat. The foam pads collapsed soon after use. The sofa frame is perfect. We have looked after the sofa so the covering is in good condition but the seat cushions make the sofa an extremely poor experience. I don't know if other Sofa.com chairs and sofas are upholstered in the same way as the Jack but I would be inclined to say, don't be fooled by the stylish presentation and waste your money on what quickly becomes a largely unusable product. Very disappointed.

Terrible service in store! Ten years ago I bought sofas from sofa.com and had the most incredible service in store so was looking forward to a good experience. I took a day off to make a special trip to London to buy a sofa with my son. We walked in and were completely ignored by the staff who were talking to each other and did not acknowledge our existence. There were no other customers in the store. We waited for ages and eventually had to interrupt their conversation to ask for help. The person who served us was then pleasant with us but needed a lot of prompting to come up with some options for us to consider. The range of materials seemed limited and we came away without a sofa and feeling very disappointed as we had every intention of buying a sofa there and then. We ended up going elsewhere for our purchase. Customer service was the USP of sofa.com. Reading other reviews I see they have forgotten this! Such a shame.

We spent around £5k on a two-seater and a three-seater sofa from sofa.com
On October 28th this year we advised them that we needed a new sofa leg as one had broken off (not the company's fault, just the result of a boisterous teenage son). It's now December 23rd and we aren't going to have a 3-seater sofa available for Christmas. We've been passed from customer services person to customer services person - 6 people in total. All that happens is they politely say they will organise for a leg to be sent via UPS from the warehouse in Poland - but nothing actually ever happens. We don't receive updates and have to chase all the time. When we do, we get put on the same merry go round. Nobody owns the problem. I've even emailed the Head of Customer Services - no reply from him - he just passed it on to customer services and the merry go round starts again.
This company produces beautiful furniture (which isn't cheap). The sales staff are really good - but pray that nothing goes wrong with what you buy as nobody will own your problem, not even senior managers. You will just get passed from pillar to post. So far we've waited 8 weeks to not receive a sofa leg that we've been promised.....on a £5k spend. Don't do it!

I am so disappointed with Sofa.com. I ordered 2 items 12 hours apart and emailed to request that the order was joined together. Apparently this was not possible and I was charged 2 full price delivery charges of £119.00 each. My order has just arrived and obviously both items were delivered together by Sofa.com's delivery company Wincanton, who I would add could not have been more helpful.
In addition, I specifically ordered a sofa which came in 4 parts to take the pressure off navigating our curved and narrow staircase to access the sitting room. This option was more expensive than the standard Bluebell Sofa. The team that arrived explained they could not break the sofa down as Sofa.com do not give them any of the tools to take the arms off. So they have struggled up the stairs narrowly missing expensive wallpaper and light fittings. The sofa is now in situ but I feel like sofa.com should have delivered what my order said, which was a sofa that broke down into 4 pieces. I will be emailing for a refund as I only expect to pay the reduced price for the standard sofa but tbh based on sofa.com's response to my delvery issue I don't hold out much hope.
What a shame that instead of feeling excited by my delivery I remain frustrated and feeling like I have been had.

Ordered and paid for a rug at the beginning of September and nearly 4 months later it still hasn't arrived. I've made multiple calls and emails to the customer team who are friendly but it's always a different person and they never follow up. It seems to be a supply chain issue which no one has the time or inclination to sort out. I bought 2 sofas earlier in the year without a problem, but if something goes wrong they don't fix it .

Spent nearly nine thousand pounds on furniture from this company. Never complained before. Purchased the Marco chair and footstool, the chair wasn’t available to see at the show room we visited. The chair is the most uncomfortable thing I’ve ever sat on. To the point where it’s hurting my back and knees. The seat pad isn’t reversible also which wasn’t stated on the website despite every other bit of furniture I’ve had from them being reversible. I contacted them slightly outwith the return period however it has taken a few weeks of sitting on the chair to full appreciate how uncomfortable it is. No help at all. Will never buy a thing from them again. Do not use!!!

Will let you know once my items actually arrive. Twice cancelled delivery with late notice - morning of, for example. I'm sure I'll be adding to this review when the items come. If the process of placing the order and delivery are this bad, I have zero hopes for the quality of the furniture itself.