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.
Examples from available reviews (Dec 2021 – Feb 2026).
Guildford staff provided patient, detailed help and efficient follow-up.
“The follow up since ordering has been straightforward and efficient.”
Delivery damaged sofa and customer service handled complaints poorly.
“They simply HUNG UP ON ME.”
Sofa cushions failed within months and company refused remedy.
“they're designed wrong.”
Quoted an extra £119 delivery for fabric already paid.
“I have been quoted £119 to deliver 3m of fabric!”
Many customers praise helpful, knowledgeable showroom staff and attentive in‑store support, while multiple others report production delays, incomplete deliveries and inconsistent assembly experiences.
Very few reviewers comment on value; one detailed complaint concerns an unexpected additional delivery charge for fabric despite earlier delivery payment.
Consistent positive reports about in‑store guidance: staff providing fabric advice, clear measurements and patient assistance that helped customers choose suitable sofas.
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.
Recurring complaints about customer service responsiveness, confusing or repetitive order emails and unsatisfactory complaint handling or call‑centre interactions.
Overall experiences vary: many satisfied customers report smooth purchases and delivery, but several describe stressful post‑sale issues affecting satisfaction.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (40) · Reviews (3) · Reviews (1) · Quotes shortened · As of: February 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 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.