Comfort Works Reviews

Name: Comfort Works
Address: Suite 112/327, Clarendon St, South Melbourne, Victoria
Rating: 4.80

4.8 Rating 4,625 Reviews

96 %

of reviewers recommend Comfort Works

4.8

Based on 4,625 reviews


Shipping & Delivery
Delivery Methods	Courier, Postal Service
Average Delivery Time	Over 7 Days
On-time Delivery	95%
Accurate And Undamaged Orders	99%
Customer Service
Communication Channels	Email, Live Chat, Telephone
Queries Resolved In	6 - 12 Hours
Customer Service	4.8 out of 5
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

About Comfort Works:

We're a small Australian company specialising in the creation of beautiful handmade sofa covers, we aim to rejuvenate all the world's old & tired couches.

Visit Website

Phone:

3 9015 9789

Email:

sales@comfort-works.com

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Comfort Works 5 star review on 26th April 2024

Greg O

Kaba

Comfort Works 5 star review on 20th April 2024

J L

1496

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Total scam. I was looking for sofa covers, I searched their web site for sofa covers. What they sell is replacement upholstery. Their response to me was pretty much "tough luck". Scammers, beware”

Helpful Report

Posted 1 year ago

Hey Luiz, thanks for your feedback and your continuation to work with us on this. We're actually still trying to understand what you mean by "Replacement Upholstery" and the difference with sofa covers or slipcovers -- could you reply us with a photo reference of each via email so we can better understand visually, what your expectations are? For us, we manufacturer and sell sofa covers, also known as slipcovers -- so with the term "Replacement Upholstery", it also sounds like an accurate description of the same product. Hope to hear back from you soon to see how we can best resolve this with you!

Posted 1 year ago

“"Everyday Tweed" fabric is poor quality. The fabric does not wear well and the fibers become matted. This was a replacement for a Pottery Barn slipcover. The Comfort Works replacement looks cheap. You get what you pay for in this case.”

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Posted 1 year ago

We are sorry that our product didn’t quite match your expectations.You can be sure that our ‘Everyday Tweed’ fabric is durable and suitable for the everyday home. However, it can still be vulnerable to different factors that are out of our control. That being said, we would like to investigate your feedback further. Could I kindly get a photo of the affected area? Please send us the photo to info@comfort-works.com and we'll use it to investigate what might have gone wrong and we'll see what's the best way to resolve this problem. - Jesus from Comfort Works -

Posted 1 year ago

“The claw proof velvet wasn't claw proof enough. My puppy was able to chew the corner of the small pillow....”

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Posted 1 year ago

We are sorry that our product didn’t quite match your expectations.You can be sure that our claw-proof fabric is durable and scratch-resistant. However, it can still be vulnerable to aggressive scratching and biting from extremely sharp claws and strong teeth. That being said, we would like to investigate your feedback further. Could I kindly get a photo of the affected small cushion? Please send us the photo to info@comfort-works.com and we'll use it to investigate what might have gone wrong and we'll see what's the best way to resolve this problem. - Jesus from Comfort Works -

Posted 1 year ago

“Unsubscribed still receiving emails. Latest emails have no option to unsubscribe. I replied to email and it bounced back with “ no such email exists “”

Helpful Report

Posted 1 year ago

Hi Jacinta! Thanks for bringing this to our attention! We have unsubscribed your email address from our newsletter and apologies for any inconvenience caused. Please feel free to reach out to us via email at info@comfort-works.com should you have any questions :) - Melissa from Comfort Works

Posted 1 year ago

“Très très déçue du produit ET du service pour un produit de ….400€ quand même pour un canapé standard référencé sur le site ( donc connu et maîtrisé normalement….) Je précise que mon canapé est un canapé Maisons du Monde qui a moins de 2 ans Concernant le produit reçu, même si la couleur est conforme et les finitions ok, beaucoup trop de points bloquants et surtout un service client aux abonnés absents ! - tous les éléments de la housse sont trop grands - mon canapé à un coussin unique d assise ( comme un matelas) et la, carrément la housse, n a pas la même forme - il manque les scratch sur le matelas et sur la housse de la structure pour empêcher le Matelas de glisser ( existant pourtant sur la housse d origine) ……et de fait il glisse 😢 - j ai pris le set USB mais il est livré sans aucun mode d emploi : encore une dépense pour rien car inutilisable J ‘ai aussitôt envoyé des photos et on m a répondu qu on allait me remplacer la housse ….. et depuis ….. silence total ! Ayant payé avec PayPal, je vais ouvrir un litige A fuir !”

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Posted 1 year ago

Bonjour Madame, Monsieur, Nous sommes vraiment navrées que vous ressentez cela, Suite à nos informations internes, vous nous avez contacté pendant la période des fêtes de fin d'année, nous avons clairement indiqué que nous serons limitées en personnel et de bien prévoir des retours tardives/lents de notre part. Puis nous avons tenté de raisonner avec vous en vous demandant des informations plus précises par des photos pour avoir une vue d'ensemble sur votre canapé et de vous proposer une solution plus adéquate donc une housse de remplacement gratuite. Avec les informations précises, nous pouvons faire les ajustements nécessaires pour que vous ayez une housse mieux adaptée pour votre canapé. Ensuite, nous avons également indiqué que nous ne faisons pas de retour mais malheureusement vous avez préféré de déposer un dossier de litige. De plus, c'est PayPal qui a indiqué de faire un retour et non nous Comfort Works car encore une fois, nous ne faisons pas de retour ni d'échange. Si vous souhaitez résoudre ce problème à l'amiable, nous espérons que vous revenez sur notre proposition initiale. Vous pouvez en savoir plus sur nos termes et conditions ici pour plus d'informations sur notre garantie de satisfaction de 60 jours: https://comfort-works.com/fr-fr/content/termes-et-conditions-3/ Cordialement, L'équipe Comfort Works

Posted 1 year ago

“on 9/23/2020 i request true Facebook 2 covers with the amount $95.94 order 22165 i never received was pay and request the never received and never was send to my address but the tracking was incorrect and other was show but not my address. do not trust them”

Helpful Report

Posted 1 year ago

Hi Angela, thank you for bringing this to our attention. Please send over the order number (CW-xxxxx) or the email address that was used to place the order to info@comfort-works.com so that we are able to assist you - hope to hear from you soon.

Posted 1 year ago

“Service client catastophique : ils me réclament 12€ car le colis a été déposé chez ma voisine, le transporteur n'ayant même pas respecté la date de livraison prévue. Ils font référence aux CGV du transporteur, dont le nom n'était même pas mentionné lors de la livraison. Bref, expérience d'échanges de mails très désagréable : je ne recommande pas ce site.”

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Posted 1 year ago

Bonjour Aurélien, Il semble que notre agent de l'expérience client ait été en contact avec vous et examine actuellement votre cas. Nous continuerons à communiquer par courriel pour régler le problème jusqu'à ce que nous trouvions une solution. Je vous remercie par avance. - Mira de Comfort Works

Posted 1 year ago

“This is a fraudulent company who does not send the correct product, charges you for the incorrect product and has a no return policy only to tell you that you can spend more money to get the right product that you originally ordered. When I got my wrong slip covers they were so small they did not fit at all and I spent over 826 dollars and they would not correct there mistake. Also the product is cheaply make the fabric was very thin and the seems were unfinished. Highly disappointed.”

Helpful Report

Posted 1 year ago

Hi Jennifer, thank you for your feedback. After looking at your case, we would need to respectfully disagree with you here that we charged you for the wrong product. You ordered the covers for the Pottery Barn Basic series when the shape of your sofa (especially the armrests) actually matches more closely with the Pottery Barn Comfort Roll Arm series, which in our experience, is significantly larger. We don't accept returns as these items were made to order based on your specifications selected during checkout. That said, we did offer you an opportunity to get the correct model at a discount, which is something we do mention in our product guarantee. We totally understand if this isn't the most ideal solution here, but at the same time, we weren't able to link the sizing issue to a manufacturing fault at our end. I hope you'll reconsider the solution that we offered previously as that would help you get the sofa covers that would fit your furniture properly. Sorry about that! -Melvyn from Comfort Works-

Posted 1 year ago

“Pas contente de la dernière livraison Merci de me rapppeler au 0450644889”

Helpful Report

Posted 1 year ago

Bonjour, merci d'avoir fait part de vos commentaires et d'avoir pris le temps de nous écrire un avis. Pourriez-vous nous envoyer un e-mail à info@comfort-works.com avec un résumé de votre problème et quelques photos afin que nous puissions régler tout cela? Veuillez compter un jour ouvrable pour une réponse de notre part. Nous nous engageons à vous aider!

Posted 1 year ago

“I usually don't write reviews, but Comfort Works is a definite exception. In all my years of online shopping, I have never come across a more miserable shopping experience. I mistakenly ordered a sofa cover for the compact IKEA Soderhamn 3 seater sofa instead of the IKEA Soderhamn 3 seater sofa, and what sucks is that the company does not offer refunds/returns whatsoever. Ok fine. I'm left with a mistake that cost me a bunch of money and I have to pay extra to get a replacement that actually fits. I explained the whole situation to customer service (I had to do all this through email because their number isn't reachable), and I somehow got paired up with the most insanely incompetent representative named Omar B. If you get this guy, good luck getting anything done. It took me a whole month of daily emails (They only respond once a day at most) just to be able to get a new cover that actually fit my couch. He told me to resell the old one online when he knows that isn't likely. I was frustrated throughout the process because it was so slow and there was no focus on the customer at all, but I still maintained a level of respectfulness throughout, until Omar starts giving me attitude? Not what you would expect from a customer service representative at all. All throughout this email chain, Omar repeatedly calculates the numbers and pricing incorrectly, leading me to have to correct him. And at the end, he still didn't include the half off (that the company policy gives for mistake orders) for my sofa legs, but it was only a $20 USD difference. And I would much rather spend that money than to have another day or who knows how long talking to this guy. The replacement came in and the fit was still loose at the base, and not as it is supposed to fit. A whole month of stress and frustration with this guy and this company. It is possible that the company itself is not so bad, but this Omar guy certainly did not paint a good image of it for me. Terrible experience overall. I would not force this upon my worst enemy.”

Helpful Report

Posted 1 year ago

Hi Paul, thank you for taking the time to write us a review - we are always ready to troubleshoot any and all feedback. We sincerely apologize for the confusion with the discount quoted. We've reviewed the thread of correspondences between yourself and our agent and found that our agent did not use any hostile or disrespectful language. We believe one of our senior agents, Melvyn, was in touch with you via email - we will continue to communicate from there to address the issue until we come to a resolution. Thank you.

Posted 1 year ago

“Buyer Beware! We have a 3-section Mitchell Gold sofa and chaise. Although the picture on the Comfort Works website clearly shows three sections, we received covers that fit over two sections (and face the wrong way!). They have a no-return/no exchange policy. Response from customer service was basically "tough luck". Don't buy from them! We gave "one-star" because you can't post without some level of star rating.”

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Posted 1 year ago

Hi Frank! Thanks for the feedback, we have a no-return/no exchange policy as it doesn't quite make sense to ship covers back to us as they can't be used for anyone else. At the end of the day, we just want to deliver our promise of a brand new sofa look for you. This means we'd most likely send a replacement to you without you even needing to return the covers. To reiterate the current issue, we saw that you've bought the left-arm chaise version instead of the right-arm chaise version you needed. This explains why the covers faced the wrong way. I see that you got these covers from our Etsy store, where we did state (on the item images) that there would be 2 covers for the frame (and not 3 sections like you mentioned). It's a real bummer when this happens, but this is certainly not a manufacturing issue at our end. When we last spoke with you (on Etsy) we did offer you the alternative way to get the correct set of covers, so here's hoping you'll take us up on it and reconsider getting your sofa refurbished. -Melvyn from Comfort Works-

Posted 1 year ago

“I purchased the performance velvet Amber fabric because I have a miniature pinscher that sleeps on the couch. It started pilling immediately I wore them an email and was told it was from my dog even though it’s specifically recommended for pets. Initially offered spare covers to try to minimize wear and tear now no response.”

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Posted 1 year ago

“Such a horrible experience. The cover doesn't come close to fitting. It is sloppy and way too big, doesn't fit most of the measurements of our IKEA sofa. We are on month #2 of trying to get a refund. They have requested that we take dozens of photos and meausurements in our to "show" them how it doesn't fit. Each time we send in a new set of photos, they request another set. We are still waiting for a refund or a replacement. So very disappointing becuase I had such high hopes.”

Helpful Report

Posted 1 year ago

Hi Joanna, thank you for your feedback, and for taking the time to write us a review. Rest assured that it is never our intent to doubt or make customers feel like their concerns are invalid. To clarify, the photographs help us get a clear idea and understanding of the issue at hand. We believe that our customer experience agent is already in the midst of looking into this to resolve the issue. We will continue to communicate via email to address the issue until we come to a resolution. Thank you.

Posted 1 year ago

“I got some random cover which doesnt fit to my chair. Finding contact information and customer support is a very difficult process which is frustrating!”

Helpful Report

Posted 2 years ago

Hello there, thank you for your feedback and for taking the time to write us a review. We already tried to contact you via email last week. Unfortunately, we did not receive any reply in order for us to understand and investigate the issue with your order. Please feel free to get back to us so that we can find a resolution. Thank you.

Posted 1 year ago

“I purchased the ikea kivik slip covers, and I can tell you with full confidence, do not buy from this company, you will be scammed with your money, you will not get what you think you're getting, they promise an original fit similar to the ikea covers but what I got was at least 2 to 4 inches looser and just looked horrible on my couch SCAM!!! do not buy”

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Posted 2 years ago

Hi Fadi, thank you for your feedback, and for taking the time to write us a review. We believe that our customer experience agent is already in the midst of looking into this to resolve the issue. We will continue to communicate via email to address the issue until we come to a resolution. Thank you.

Posted 2 years ago

“We ordered the cushion covers for the Muji living dining sofa chairs and could not be more disappointed. The covers do not even fit the cushions...the fabric feels cheap and the colour does not match what is advertised on the website. We have requested a refund and will not be making any future purchases from this site.”

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Posted 2 years ago

Hi Matthew, thank you for bringing this to our attention. Please note that our agents have received your ticket and will be reviewing the matter before reverting to you with the next steps. Rest assured we will be working through the issue with you as soon as possible. Thank you.

Posted 2 years ago

“DO NOT BUY FROM THEM! Their slipcovers are see-through! I was trying to get my dark grey couch covered with a white slipcover, but oh no!! The company would only offer a 75$ refund which is more than insulting when you have spent over 900$ for it. I will file a dispute on paypal and hope ill get refunded”

Helpful Report

Posted 2 years ago

Hi Phébiola, thank you for your feedback, and for taking the time to write us a review. We see that you're in touch with our customer experience team, and as explained, our Pure Linen fabrics are slightly thinner than other fabrics due to its natural properties. While you purchased samples beforehand, we strongly advise that customers test the fabric on the sofa itself for a better idea of how it would look and feel. Per our email, we are unable to proceed with replacements without the photographs requested. If you'd like to pick this back up, we hope to hear from you via e-mail the soonest so our agents can get the process started. Thank you.

Posted 2 years ago

“This is what our “new” sofa cover looks like after only a couple of days’ use. This was supposed to fit the Hagalund IKEA sofa bed , but the fitting is clearly too loose, the fabric is thin and stretchy and it is definitely not worth the price I paid for it. Customer service were very unhelpful, asking me to do all sorts of things e.g. taking pictures of the sofa with and without the cover from all angles (?), washing the cover and let it drip dry (during the winter in England?). Overall a very frustrating and disappointing experience.”

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Posted 2 years ago

Hi Laura, thank you for your honest review. We appreciate the feedback and input, and we regret that we weren't able to come to an amicable agreement on a resolution. On that note, we would like to keep the options offered by our colleague, open to you. Please feel free to reach out to us via email if this is agreeable.

Posted 2 years ago

“We ordered replacement sofa covers from Comfort Works because our original ones were stained. Having had the Comfort Works covers on for only a matter of weeks, they became badly bobbled and saggy - see photos. We originally left a positive review although we were surprised at how thin the fabric was when it arrived. We should have trusted our instincts, because after a few weeks of use, it turned out that the tweed fabric we chose is totally unsuitable for sofa upholstery. Having raised our concerns with the Customer Services team, the best they could do was to offer us 50% off a replacement order. We feel that it’s totally unacceptable to expect us to fork out more money to replace what was effectively a shoddy, cheap and substandard product. We still cannot understand why they would sell a fabric that is totally unsuitable for upholstery! Apparently Comfort Works’ fabric warranty does not cover piling or bobbling. This is baffling because the sofa covers now need replacing entirely - they look 10 times worse than the stained originals!! All in all, we have been left feeling really disappointed and ripped off. We spent over £260 replacing the covers that have only been used for a few weeks. A complete waste of money! The Comfort Works website repeatedly boasts customer satisfaction, but in our experience, the service and products that Comfort Works provides are incredibly poor quality and the information on the website is completely misleading. Please think twice about ordering from Comfort Works!”

Helpful Report

Posted 2 years ago

Hi Mel, thank you for your feedback regarding the (Everyday) Tweed fabric. While bobbling is certainly not great to look at, this isn't a fabric defect for this fabric the you've selected and is also a known characteristic for cross-weave polyester fabrics, especially in parts where the covers get used or sat on more often - meaning to say where they receive the most friction. We're bummed that our offer to provide a set of replacement covers made using a different fabric with a discount was not acceptable. We believe this was already a really generous offer seeing that pilling isn't covered under our warranty. We still thank you for giving us a try and hope you'll be able to find an alternative solution to get your slipcover woes resolved.

Posted 2 years ago

“So, where do I begin? I decided to get new slipcovers for my Crate & Barrel Sofa back in October 2020, yes you read that right, I just received the last email this morning closing my case. Nearly a year later. I’ve been dealing with these people for almost A YEAR. The person I was dealing with never once mentioned samples. Ignored me when I mentioned the discrepancies I found when measuring the sofa: “Thanks for doing the initial checks. The difference most probably lies in how we measure actually”- and from that day (15/10/20) when she confirmed that the measurements were “probably” ok it took almost a full month for my order to be even confirmed.Once my order arrived (it took two months) it was the wrong size, color and terrible quality. I’m talking inferior to Ikea slipcovers that is what I somehow was expecting as the bottom line. So if you want at least decent quality you have to get their most expensive fabrics, if you go with the basic ones you’ll be disappointed. And then is where the real fun began. Turns out my sofa model wasn’t one they had done before (obviously no one noticed while I was placing my order, it just shows how much this people know about sofas) so no previous reference for sizing. I was left with made to measure as my only option (not what I paid for) Never ending emails and measurements until I decided to just ask for a refund. In June I was given the option of a new set of covers based on some new measurements they now had, Or a full refund. I was stupid and willing enough to go with the measurements. Obviously, they didn’t match. So I once again sent the differences and guess what they said? “It’s probably ok” (this would actually be funny if it wasn’t by the fact that they are ripping so many people off). After thinking about it I decided that I wasn’t comfortable going through all of it again and get a second pair of ill fitting covers so I asked for my full refund WHICH THEY HAD OFFERED me. Now all of a sudden they can no longer do a full refund, only 70%. Which I now see -and based on all of these bad reviews- I’m one of the very lucky ones considering how many people are loosing their full amounts. Truly awful experience. If you are lucky enough to get your covers right on the first attempt then you’re good. Now if you happen to have ANY issue at all, even when being 100% their responsibility like in my case and you can just give up. Don’t be like me and waste time you’ll never get back trying to solve their mistakes. The people working for them and in particular the ones answering emails have no idea what they are doing. They have no regard for the environment all they want to do is to just send another set of covers without even taking a minute to think about how wasteful that is. Just thinking about all the wrong size covers they send, the amount of material going to waste, it’s disgusting. Most of us getting new covers are trying to be mindful of the environment by extending the life of our sofas just to realise that this company represents exactly the opposite, the culture of waste. And worst of all they lack any kind of integrity and are unable to keep their word and take responsibility. NEVER AGAIN.”

Helpful Report

Posted 2 years ago

Hi Johanna, thank you for reaching out to us. We're terribly sorry for how this has turned out. While the initial mixup was indeed regrettable, we did our best to resolve this with you over the past 9 months as it got complicated down the line. We really hoped that our offer for a free replacement would have solved this issue for you. Unfortunately, since this wasn't something you had agreed to, we had gone ahead and processed your refund. We understand that the refund does not solve your fit issue, but we thank you for your honest feedback and wish you well always. - Naomi from Comfort Works

Posted 2 years ago

Comfort Works is rated 4.8 based on 4,625 reviews