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We Collect & Analyse Reviews

Sofa.com
Experiences & Reviews

Sofa.com is a UK furniture retailer specialising in sofas, armchairs and upholstered seating sold online and via physical showrooms. The brand offers configurable fabrics and styles with delivery and assembly options, which makes showroom visits and delivery reliability common decision factors for UK buyers seeking reviews and comparison information.

Overview & Key Metrics

Reviews Analysed 21
Positive Sentiment 67%
Latest Review 30d
Overall Rating
3.7

Our Analysis

🎯

Service quality

Many customers praise helpful, knowledgeable showroom staff and attentive in‑store support, while multiple others report production delays, incomplete deliveries and inconsistent assembly experiences.

Share
35%
Mixed
💰

Value for money

Very few reviewers comment on value; one detailed complaint concerns an unexpected additional delivery charge for fabric despite earlier delivery payment.

Share
2%
Mixed
⚡

User experience

Consistent positive reports about in‑store guidance: staff providing fabric advice, clear measurements and patient assistance that helped customers choose suitable sofas.

Share
26%
Strong
🔧

Product quality

Some buyers report good build quality and comfort, while a number describe early faults such as flattened cushions, staples through fabric or damaged or missing parts.

Share
17%
Mixed
📞

Communication

Recurring complaints about customer service responsiveness, confusing or repetitive order emails and unsatisfactory complaint handling or call‑centre interactions.

Share
15%
Weak
⭐

Overall experience

Overall experiences vary: many satisfied customers report smooth purchases and delivery, but several describe stressful post‑sale issues affecting satisfaction.

Share
6%
Mixed

View all 21 public customer reviews – filtered by relevance →

Our Independent Methodology

How we analyse customer reviews without bias

Data Collection

We analyse public reviews from verified platforms like Google, Trustpilot, and Facebook.

AI Analysis

Our AI detects patterns in genuine customer experiences without modifying content.

100% Independent

Zero company influence. No payments, no bias — just real customer voices.

Always Current

Updated regularly with the latest reviews and customer feedback.

All Customer Reviews

Filtered, experience-based customer reviews from public sources; vague and duplicate submissions removed.

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Showing all 21 reviews

All Customer Reviews

Sources: Trustpilot (20) · Collected.reviews (1) · Quotes shortened · As of: September 2025

A
Adam Clarke
trustpilot.com Sep 30, 2025

Beware, something is not right.

We visited the Chelsea showroom. Pleasant enough and the staff were helpful. We then placed an order online and received the "we're about to handcraft...

L
LCH
trustpilot.com Sep 30, 2025

I have been quoted £119 to deliver 3m…

I have been quoted £119 to deliver 3m of fabric! This is despite me asking for the fabric to b...

J
Jan Laing
trustpilot.com Sep 30, 2025

I found all aspects of buying my sofa’s…

I found all aspects of buying my sofa’s excellent....

M
Michael Baker
trustpilot.com Sep 30, 2025

They know it's broken. They won't fix it.

3 months. That's how long it took for our expensive sofa to become a glorified wooden bench with fabric draped over it. The cushions? Flat as roadkill...

A
Ayah Sankari
trustpilot.com Sep 30, 2025

Exceptional experience and staff

Devanshi has been incredibly helpful and resourceful. Her knowledge of fabrics sofa styles and how to match...

H
Hilary Smith
trustpilot.com Sep 30, 2025

Really friendly and knowledgeable staff…

Really friendly and knowledgeable staff - great expe...

L
Lou
trustpilot.com Sep 30, 2025

Missing parts

Ordered a corner sofa weeks ago and finally delivered but missing the bolts /leg nails to connect together - so now left with three parts which can’t...

J
JN
trustpilot.com Sep 30, 2025

SHOCKING CUSTOMER SERVICE AND DELIVERY

AVOID THIS COMPANY. It all started so well… I went to the Guilford location to look at sofas, where the staff there (especially Alex) were extremely h...

A
Anthony Price
trustpilot.com Sep 30, 2025

Staples Coming Through Fabric After 3 Weeks, Denied Replacement

We bought a Jack Wills “Jack” sofa in July, and whilst we were initially impressed with the service and delivery time, we later found out the sofa was...

C
Clare D
trustpilot.com Sep 30, 2025

Emma helped me choose some sofas in the…

Emma helped me choose some sofas in the bath store today and she was amazingly helpful! I would highly recomme...

J
Jason Breacher
trustpilot.com Sep 30, 2025

Great service from the team in…

Great service from the team in Guildford. Very accommodating of our specific needs. Even let us know when the next sale was on so we didn’t feel rushe...

L
Lorinda
trustpilot.com Sep 30, 2025

Fabulous Bluebell Sofa!

Just ordered my Bluebell 3 seater sofa in Damson from sofa.com House of Fraser Manchester. Claire was really helpful, I saw all the fabrics available...

P
Penny M
trustpilot.com Sep 30, 2025

A lot of information but clear expectations

We went to Sofa.com in Bath and knew we wanted a sofa that could be breakdownable. Once we walked around and tried them all out we were approached by...

C
Customer
trustpilot.com Sep 30, 2025

Fantastic Service

We’ve had incredible service from the Guildford store. Our initial visit was with Alex and then on the phone with Shazima. We went back to the store a...

F
Fiona
trustpilot.com Sep 30, 2025

Thrilled

I am beyond thrilled with my new armchair! As I am way up in the north east of Scotland I took a risk with ordering online without seeing the item in...

S
Sophie
trustpilot.com Sep 30, 2025

First Class Service from Emma at Bath store

Went to the Bath store and couldn't have been better looked after. Emma was fabulous. She was personable and very knowledgeable, allowing us time to l...

H
Hayley Williams
trustpilot.com Sep 30, 2025

helped by asper

we visited the store today and was helped immensely by asper. she was so attentive an...

c
customer nor
trustpilot.com Sep 30, 2025

Went to York shop to choose was given…

Went to York shop to choose was given advice. Order made took 6 weeks to arrive BUT sofa came today absolutely thrilled. Had to be taken apart for my...

A
AT
trustpilot.com Sep 30, 2025

Customers are a nuisance

If ever there was a lesson on how NOT to treat a customer, this is it. Customer srevice team are trained to fob you off, and treat you like you are a...

C
C Thompson customer
trustpilot.com Sep 30, 2025

Pleasant surroundings at Chelsea

Pleasant surroundings at...

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Conclusion

Reviews show a clear split: many customers report helpful, knowledgeable showroom staff and a straightforward in‑store buying experience, while a substantial minority report problems with delivery, assembly and post‑sale support. Product feedback is mixed: several buyers praise comfort and build, but there are repeated reports of early faults (flattened cushions, staples, missing parts). Communication and complaints handling are recurring pain points—some reviewers describe confusing order emails and unsatisfactory customer‑service interactions. If you’re considering Sofa.com, visit a showroom to assess fabrics and service in person, confirm delivery and assembly arrangements in writing, and keep records of any issues to support a complaint or claim.