SofaSofa Reviews

"Great Sofas\u2026Bought 9 years go\u2026good as new."

"Bought Agatha 4 seater in Feb which developed a loud creak in Sept (so after 7 months). Notified Sofa Sofa who collected it 1 week later for inspection and supplied us with a small loan sofa but only with travel feet so very uncomfortably low. Contacted 1 week later to be told fault had been found in frame and it had been repaired. Sofa returned 1 week after that (so 2 weeks without sofa) when we immediately noticed it had a major wobble as only the front middle leg now touched the floor and it was no longer centrally positioned or aligned with the end feet.\r\n\r\nContacted and told it would need to be collected again so we'd be without our sofa for a further 2 weeks. Also told no guarantee of a loan sofa being available this time so I said I wasn't happy about this and they offered to send us new legs and have Castelan, an independent upholstery service come to us to fix the wobble. \r\n\r\nHad to wait 2 weeks for the Castelan 'technician' who announced the wobble couldn't be fixed because it was a problem with the frame. He then stuck some cardboard spacers in the original legs and left us with a still wobbly sofa that now also had fabric damage near the legs where he'd worked on it to try to get it to sit level.\r\n\r\nTelephoned to speak to the after sales manager (Natalie Hern) who had been handling our case but wasn't allowed to speak to her. I was told I had to put it in writing. Her response was to offer to replace the sofa but with the guarantee provisions remaining under the original contract so we'd be outside the first 6 months when you have the most rights. Based on the issue we'd had with the sofa we therefore rejected this offer. \r\n\r\nWe were then offered 2 further options: \r\n1) Return the sofa and receive a partial refund with 10% deduction for use and no refund of the \u00a375 delivery charge. Whilst I don't agree with the reduction for use given that's irrelevant to the fact that this issue has arisen because they damaged the sofa when repairing it I said I would agree to it if they included the \u00a375 delivery, this was refused.\r\n\r\n2) Exchange our sofa (without a reduction for use) for a different model with full guarantee provisions but we had to pay the difference in price. On this option we were also told that prices were rising the next working day so we had to agree to this by the end of that day or we'd have to pay more based on the new price. I asked that they at least hold this offer at the price offered while we sought advice but this was refused.\r\n\r\nThe attitude from Mrs Hern has been disappointing throughout. This whole horrible situation has only arisen because Sofa Sofa damaged the sofa when repairing it. None of their resolution offers reflected this fact and she has been borderline rude in her communications. The 7 months use is completely irrelevant to the refund amount because this refund is being made because they damaged the sofa when repairing it! The fact they returned it to us damaged speaks volumes. They claim to have checked and tested it prior to return but quite frankly if they did then they need to review their quality control as it was like a see saw the wobble was so bad. \r\n\r\nMy take on this is therefore if you get a sofa with no faults then Sofa Sofa appear to be ok but if there are any issues whatsoever then you're in trouble because their customer service is appalling. We are now going to be \u00a3170 out of pocket and need to find a new sofa from elsewhere through no fault of our own, I would not recommend taking the risk! I thought I'd done my research, I saw all the positive reviews but what I should have done was take more time looking at the negative reviews which having done so now all share the same complaints about poor quality and bad customer service. Buyer beware!"

"Bought Agatha 4 seater in Feb which developed a loud creak in Sept (so after 7 months). Notified Sofa Sofa who collected it 1 week later for inspection and supplied us with a small loan sofa but only with travel feet so very uncomfortably low. Contacted 1 week later to be told fault had been found in frame and it had been repaired. Sofa returned 1 week after that (so 2 weeks without sofa) when we immediately noticed it had a major wobble as only the front middle leg now touched the floor and it was no longer centrally positioned or aligned with the end feet.\r\n\r\nContacted and told it would need to be collected again so we'd be without our sofa for a further 2 weeks. Also told no guarantee of a loan sofa being available this time so I said I wasn't happy about this and they offered to send us new legs and have Castelan, an independent upholstery service come to us to fix the wobble. \r\n\r\nHad to wait 2 weeks for the Castelan 'technician' who announced the wobble couldn't be fixed because it was a problem with the frame. He then stuck some cardboard spacers in the original legs and left us with a still wobbly sofa that now also had fabric damage near the legs where he'd worked on it to try to get it to sit level.\r\n\r\nTelephoned to speak to the after sales manager (Natalie Hern) who had been handling our case but wasn't allowed to speak to her. I was told I had to put it in writing. Her response was to offer to replace the sofa but with the guarantee provisions remaining under the original contract so we'd be outside the first 6 months when you have the most rights. Based on the issue we'd had with the sofa we therefore rejected this offer. \r\n\r\nWe were then offered 2 further options: \r\n1) Return the sofa and receive a partial refund with 10% deduction for use and no refund of the \u00a375 delivery charge. Whilst I don't agree with the reduction for use given that's irrelevant to the fact that this issue has arisen because they damaged the sofa when repairing it I said I would agree to it if they included the \u00a375 delivery, this was refused.\r\n\r\n2) Exchange our sofa (without a reduction for use) for a different model with full guarantee provisions but we had to pay the difference in price. On this option we were also told that prices were rising the next working day so we had to agree to this by the end of that day or we'd have to pay more based on the new price. I asked that they at least hold this offer at the price offered while we sought advice but this was refused.\r\n\r\nThe attitude from Mrs Hern has been disappointing throughout. This whole horrible situation has only arisen because Sofa Sofa damaged the sofa when repairing it. None of their resolution offers reflected this fact and she has been borderline rude in her communications. The 7 months use is completely irrelevant to the refund amount because this refund is being made because they damaged the sofa when repairing it! The fact they returned it to us damaged speaks volumes. They claim to have checked and tested it prior to return but quite frankly if they did then they need to review their quality control as it was like a see saw the wobble was so bad. \r\n\r\nMy take on this is therefore if you get a sofa with no faults then Sofa Sofa appear to be ok but if there are any issues whatsoever then you're in trouble because their customer service is appalling. We are now going to be \u00a3170 out of pocket and need to find a new sofa from elsewhere through no fault of our own, I would not recommend taking the risk! I thought I'd done my research, I saw all the positive reviews but what I should have done was take more time looking at the negative reviews which having done so now all share the same complaints about poor quality and bad customer service. Buyer beware!"

"This company do not even deserve 1 star!\r\n\r\nWe used Sofa Sofa as my nan had such an incredible service 20 odd years ago and consequently had her sofa for 18 years. I read reviews within the year prior to purchasing (October 2021) that the customer service and quality of their product had taken a deep dive within the last 5 of so years but thought that couldn't be true due to the quality of my nans....I could not have been more wrong. \r\n\r\nWe bought the Olivia in the colour Sunset a 2 seater and a 4 seater, after 2 months of having the sofas they had already started to discolour and bobble so cleaned as recommend by Sofa Sofa hoping it would help, it did not. Over the next 6 months they have gone from worse to worse. They did pick it up a month ago to have tests done to the fabric and came to the conclusion that heavy friction caused by a coarse abrasive throw (we have a faux fur one) and incompatible cleaning devise although everything used was as recommend.\r\n\r\nThe state of this sofa in the short space of time considering its only 2 adults and not a family is appalling and the whole experience has been completely disheartening. I would avoid using Sofa Sofa and invest your money elsewhere as you may end up paying double."

"This company do not even deserve 1 star!\r\n\r\nWe used Sofa Sofa as my nan had such an incredible service 20 odd years ago and consequently had her sofa for 18 years. I read reviews within the year prior to purchasing (October 2021) that the customer service and quality of their product had taken a deep dive within the last 5 of so years but thought that couldn't be true due to the quality of my nans....I could not have been more wrong. \r\n\r\nWe bought the Olivia in the colour Sunset a 2 seater and a 4 seater, after 2 months of having the sofas they had already started to discolour and bobble so cleaned as recommend by Sofa Sofa hoping it would help, it did not. Over the next 6 months they have gone from worse to worse. They did pick it up a month ago to have tests done to the fabric and came to the conclusion that heavy friction caused by a coarse abrasive throw (we have a faux fur one) and incompatible cleaning devise although everything used was as recommend.\r\n\r\nThe state of this sofa in the short space of time considering its only 2 adults and not a family is appalling and the whole experience has been completely disheartening. I would avoid using Sofa Sofa and invest your money elsewhere as you may end up paying double."

"This company do not even deserve 1 star!\r\n\r\nWe used Sofa Sofa as my nan had such an incredible service 20 odd years ago and consequently had her sofa for 18 years. I read reviews within the year prior to purchasing (October 2021) that the customer service and quality of their product had taken a deep dive within the last 5 of so years but thought that couldn't be true due to the quality of my nans....I could not have been more wrong. \r\n\r\nWe bought the Olivia in the colour Sunset a 2 seater and a 4 seater, after 2 months of having the sofas they had already started to discolour and bobble so cleaned as recommend by Sofa Sofa hoping it would help, it did not. Over the next 6 months they have gone from worse to worse. They did pick it up a month ago to have tests done to the fabric and came to the conclusion that heavy friction caused by a coarse abrasive throw (we have a faux fur one) and incompatible cleaning devise although everything used was as recommend.\r\n\r\nThe state of this sofa in the short space of time considering its only 2 adults and not a family is appalling and the whole experience has been completely disheartening. I would avoid using Sofa Sofa and invest your money elsewhere as you may end up paying double."

"Purchased 2 months ago. The Chair is in a very attractive textured loose cover, However this chair is too low for me, despite buying the firmer seat it still sinks. ( I am not a large person ) \r\nSo unfortunately I am going to have to try to sell this chair at a loss I can not afford as it can not be returned to the company. I did ask if they bought back - but they dont , so be wary of purchasing from a photo only - my mistake"