Showroom staff and in-store advisors get steady praise for being knowledgeable and helpful. Many customers report cushions failing early, with stuffing problems and fabric faults after limited use. Delivery issues, missing parts, and slow or dismissive support after purchase come up often. Reviews draw a clear line between a strong buying visit and mixed long-term ownership.
Examples from available reviews (Dec 2021 – Mar 2026).
Helpful staff both in store and over the phone.
“really helpful staff both at the store we visited and on the phone @sofa .com”
Staff member Devanshi provided exceptionally helpful and knowledgeable service.
“Her knowledge of fabrics sofa styles and how to match my needs was exceptional.”
Cushions sagged within weeks and company offered no remedy.
“the sofa and footstool cushions were sagging so badly they looked 10 years old.”
Delivery damaged sofa and customer service handled complaints poorly.
“They simply HUNG UP ON ME.”
Many reviewers highlight in-store teams for quick, informed help and solid follow-up. Problems show up more around delivery and aftercare, with repeated mentions of missing parts, slow replacements, and dismissive replies. Service feedback splits by stage: buying support gets praise, while post-delivery help draws frequent criticism.
Several reviewers call the sofas excellent quality and worth the wait. Others point to fast cushion wear and fabric faults that make the price feel less justified. A few also flag extra cost issues, including an additional quoted delivery charge.
Showroom visits often come across as friendly, patient, and well organised, with staff helping on measurements and fabric choices. Multiple customers describe both online and in-store buying as straightforward and hassle-free. Complaints about order delays and incomplete deliveries appear mostly after purchase, not in showroom feedback.
Several reviews mention cushions sagging, seats feeling under-stuffed, feathers poking through, and staples showing in the fabric soon after delivery. Other customers report excellent build quality and comfortable seating, creating a clear split in experiences. In complaints about early failures, people describe warranty cover and quick fixes as lacking.
Some customers praise clear explanations in the showroom about size, fabric, and pricing. A smaller group describes repeated emails before production, delays with no explanation, and poor responsiveness. Updates on order progress come up less often and vary widely.
Buying experiences skew positive, helped by attentive showroom staff and supportive sales guidance. After purchase, reviews more often mention operational slip-ups and product faults, leading to strong dissatisfaction in the affected cases. Overall, the reviews show a sharp gap between early satisfaction and longer-term ownership.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (40) · Reviews (3) · Reviews (1) · Quotes shortened · As of: March 2026
Cushions sagged within weeks and company offered no remedy.
“the sofa and footstool cushions were sagging so badly they looked 10 years old.”
Cushions became flat within two years; warranty only covers one year.
“the cushions have become flat, lumpy and very uncomfortable”
Sofa poor quality, uncomfortable, and company provided no satisfactory resolution.
“Feathers constantly poke through the cushions”
Store staff gave helpful practical advice and good customer care.
“Great advice and customer service from the lovely guy”
Helpful staff both in store and over the phone.
“really helpful staff both at the store we visited and on the phone @sofa .com”
Sales staff provided great service and were extremely efficient.
“Great service and extremely efficient sales staff”
Victoria at Guildford provided very helpful in-store assistance.
“Victoria at the Guildford store was extremely helpful throughout the sofa selection process and order taking.”
Large dog sofa was uncomfortable and company could not supply cushioning.
“this is not fit for purpose.”
Absolutely love the sofa; quality is amazing and delivery friendly.
“The Quality is amazing, and the delivery drivers were very friendly and helpfull.”
Good service, friendly staff, attractive showroom and great deals.
“Really good service, friendly staff and lovely showroom.”
Good in-store advice and prompt, helpful post-purchase responses.
“Our experience with Sofa.com to date has been excellent - good advice in store and rapid helpful responses to our post purchase questions.”
Sofa uncomfortable and noisy; condition worsened despite waiting.
“it's hard, very different from the showroom.”
Dan in Hull provided great service and helpful assistance.
“Great service from dan in hull appreciate your help”
Seat and back cushions under-stuffed and sagged within weeks.
“seat and back cushions seemed under stuffed”
Bed leg broke and replacement under guarantee delayed by repeated errors.
“I’m STILL waiting.”
Sofa leg crumbled and company sent a dismissive response.
“‘enjoy the rest of your day!’”
Sofa arrived without legs and replacements took months to arrive.
“it has been over 2 months and I still haven't received the legs”
Delivery teams failed to use agreed access and customer service was unhelpful.
“Mason in customer services was absolutely terrible at trying to resolve the problem”
Sofa looks good but seat cushions are very hard and sag.
“the seat cushions which are very hard to sit on for any length of time”
Bankside showroom provided a seamless, very helpful customer experience.
“A really great experience in the sofa.com Bankside showroom.”
Sofas considered high-maintenance; company denied manufacturing faults.
“they are high maintenance and require regular plumping.”
Received repeated pre-production emails and experienced unexplained order delays.
“we're about to handcraft your order”
Quoted an extra £119 delivery for fabric already paid.
“I have been quoted £119 to deliver 3m of fabric!”
All aspects of buying were excellent with helpful sales staff.
“I found all aspects of buying my sofa’s excellent.”
Sofa cushions failed within months and company refused remedy.
“they're designed wrong.”
Staff member Devanshi provided exceptionally helpful and knowledgeable service.
“Her knowledge of fabrics sofa styles and how to match my needs was exceptional.”
Friendly, knowledgeable staff provided a great, problem-solving experience.
“Really friendly and knowledgeable staff - great experience”
Sofa delivered missing bolts, replacements expected in weeks with no compensation.
“missing the bolts /leg nails to connect together”
Delivery damaged sofa and customer service handled complaints poorly.
“They simply HUNG UP ON ME.”
Sofa showed staples through fabric after three weeks; only repair offered.
“staples coming through the fabric!!”
Emma was very helpful and provided an excellent showroom experience.
“Emma helped me choose some sofas in the bath store today and she was amazingly helpful!”
Guildford team provided accommodating service and efficient delivery.
“Great service from the team in Guildford.”
Excellent furniture quality and helpful service in Manchester store.
“Excellent quality furniture, excellent service from Claire.”
Staff provided clear information and helpful measurement advice before purchase.
“Emma understood what we wanted and gave us very clear information about fabrics, sizes and prices.”
Guildford staff provided patient, detailed help and efficient follow-up.
“The follow up since ordering has been straightforward and efficient.”
Armchair exceeded expectations and was delivered early and assembled.
“I am beyond thrilled with my new armchair!”
Emma provided personable, knowledgeable, and exceptional follow-up service.
“Emma was fabulous.”
Store assistant Asper was attentive and answered many questions.
“we visited the store today and was helped immensely by asper. she was so attentive and answered all our many questions.”
Sofa arrived after six weeks and quality proved excellent and comfortable.
“Quality excellent so far and worth the wait!”
Customer service treated customers as a nuisance and fobbed them off.
“Customer srevice team are trained to fob you off, and treat you like you are a nuisance.”
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarised without changing the content of reviews.
Sofa.com designs and sells upholstered sofas, armchairs, and occasional furniture in the UK. It offers made-to-order sofas in a range of fabrics and configurable sizes. Customers can visit showrooms to see models, take measurements, and speak with staff before buying. The company also sells through its website and provides delivery and assembly, along with published care guidance and product warranties.