Sofa-Sofa - www.sofasofa.co.uk

We made a special trip to Wales to go and see these sofas having heard good things about them. They had just the style we wanted, so we ordered. Delivery day, I asked over and over to make sure they call me half hour before delivery as I was in work. The next thing I know, I have a driver calling me stating that he's on my doorstep and if I am not there in the next 10 minutes he will leave. Bearing in mind I have paid £75 for this! Fast forward 4 months - The sofa looks an absolute mess!! The back cushions are looking scruffy and lumpy already! Every time you lean against them, they sag and are starting to leave sagging lines, which I cannot plump out. I wouldn't say that the sofa has a high usage, my husband and I usually sit down from around 8:30pm - 10pm every evening. I email Sofasofa and to their credit they arrange collection of the back cushions - leaving us with nothing for a few days! They say they quality checked them and that there was nothing wrong, this is just a design feature. I ask if they can send me some cushions the same material as the seats. They say no, but they will send new back cushions as a good will gesture. The cushions get sent back but they are certainly not new!!! They also said that I had 30 days or something to return it, now I know why, because it started to fail after the 30 days. So I have spent £1000 on a rubbish quality sofa, that looks awful after not even having it 6 months. Who wants to be plumping (or should I say, taking them off completely and banging them as hard as you can) each evening before bed. Awful, awful design, incredibly disappointed. What a waste of my hard earned money, we are already looking for a new sofa. After writing the above review on Trust Pilot, they came back with the excuse that the cushions were in bad condition and poorly kept, apparently by my own admission. Which as you can see is not in the above post and I’ve said that I have been plumping them every evening. So in addition to this, they don’t read feedback properly and lie to save face. So disheartening and upsetting. I would not recommend this company.

Had the Newport 3 seater for 5 years, great build, bought spare loose covers, wash really well, foam upgrade on seat cushions good idea, really pleased with this, dogs n cats have slept)jumped on it and it still looks and feels as good as new. Would recommend to pet owners or those who tend to spill wine on their furniture in a friday night!

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.

Contacted 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.

Had 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.

Telephoned to speak to the after sales manager 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.

We were then offered 2 further options:

1) Return the sofa and receive a partial refund with 10% deduction for use and no refund of the £75 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 £75 delivery, this was refused.

2) 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.

The attitude 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.

My 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 £170 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!

We 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.

We 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.

The 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.

Re Sofa Sofa: Having had a "Valencia" sofa for several years (thus used to washing covers etc.) I bought the Madrid loose cover 3 seater sofa and chair April 2021 but find after washing the covers twice at 20 degrees there is shrinkage and fading of the fabric.

A "loose" cover should be easy to remove, wash and replace but it took 3 of us to put it back! I would have preferred to pay a little extra than them skimp so much on measurement!

I rang with my problem to see if there had been any other complaints, thinking maybe a bad batch, but was rudely spoken too as if it was all my fault as to how I was putting the cover on! I was told if I sent it to them and they could fit it on their testing model they would do nothing about it, presumably the fading and the fact it is now a good 2cm higher off the floor doesn't matter!

I have sent for fabric samples for new covers but really don't feel it should be necessary after 14 months! I will probably end up having them made elsewhere in better fabric!

I now feel very disappointed with a company I previously trusted.

Rubbish quality, we are on our second set of covers which again are being sent back. They dont fit properly, the colours are different even though the room does not receive any sun. The material is splitting and looks old after five months.

The staff are very rude and tell you to contact trading standards, CAB etc. but tell you have no chance of getting your money back.

DO not buy from Sofa safa

I was not too sure about buying a sofa online having not sat on it and checked the quality. I couldn't be more happy with it and the quality is better than the High Street and the price is excellent. Highly recommend.

We have had our Albany sofa for a week and the smell of the chemicals used in the fire retardant is almost unbearable. I have had our French windows open but the smell is as strong as ever. I've had a few new sofas over the years and never had this before. It's horrible and I'm just hoping it will fade, eventually....makes me feel sick. Would NEVER buy a sofa unseen, again. Pretty disappointed...

Don’t do it! Seriously, they’re so nice when you’re buying, but wait til things go wrong - and they will, because their furniture is not built to last. They claim it’s easy to complain - it isn’t! Absolute rubbish build, rubbish quality. And the stain protection you pay extra for? It doesn’t work and we’re not even sure it’s on there!

make excuses

make excuses they do not honour the guarantee,and very rude staff DO NOT BUY FROM SOFA SOFA just a waste of money and now reported to trading standards.