sofa.com Chelsea

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Reviews

1. Rebecca Lee ★☆☆☆☆

   Cancelled order four weeks ago - still no refund! Ordered a new bed, but due to unexpected building issues discovered in the days following, which have caused a delay, decided to cancel the order 5 days later, within the stated time frame to do so. This cancellation was confirmed on the phone and via email with customer service team. It has now been four weeks and I am still waiting for a refund! Multiple emails to customer service and the refund request has apparently been passed onto the accounts team a week ago, but still no refund. This is totally unacceptable and have now had to challenge the transaction via my credit card provider. Avoid!

   almost 3 months ago
2. Michael Baker ★☆☆☆☆

   3 months. That's how long it took for our expensive sofa to become a glorified wooden bench with fabric draped over it. The cushions? Flat as roadkill. So compressed you're basically sitting on the frame. We plump them daily, religiously, yet after 5 minutes of lounging they've surrendered again to gravity. Here's the kicker: their own technician looked at these pathetic excuses for cushions and said, verbatim, "they're designed wrong." But the written report? "No fault found." Customer service's response when I pointed out this glaring contradiction? Essentially, "verbal admissions don't count." How wonderfully convenient. They want me to pay for replacement cushions that will fail in exactly the same way. It's like being sold a car with square wheels, then being told the replacement wheels will also be square, but hey, that'll be £an-arm-and-a-leg please. The sheer audacity is almost admirable. Almost. Currently enjoying our £3500 torture device while Trading Standards sorts this mess out. You've been warned.

   almost 6 months ago
3. Aaron Fairclough ★★★★★

   I had an exceptional experience with Sofa.com! Devanshi was incredibly helpful and shared amazing knowledge throughout the process. She has a great eye for colors and provided insightful information regarding interior details. She even helped me figure out how the placement of my sofa could work perfectly in my space. Her expertise made all the difference, and I’m thrilled with my purchase! Highly recommend!

   1 year ago

1. Camilla Maudsley ★☆☆☆☆

   Terrible customer service - have been waiting 4 months for delivery of the correct item and customer service agents have stopped responding to emails and never answer the phones. Absolutely not what we expected from a company at this price point. Would never normally leave a public review but running out of options as to how to get them to take any notice of us and resolve this now.

   1 year ago
2. Brandon Hibben ★☆☆☆☆

   Chaotic delivery, damaged sofa, missing items & the worst customer service possible. I can only assume this business is about to shut its doors. They have closed down customer service and you cant call them. The phone number hangs up on you. They ask you to submit a ticket but they don't respond to that. Some auto responses now say they will come back to you in 10 days. We took delivery of an Otto sofa which had a big green stain on it and they didn't stuff the back cushions. Have a look at the photo. This is my £2,182 sofa. How did this even make it out of the factory. We also ordered two Otto love seats both with either stains or pulled fabric. I assume we will just have to live with it as the company is totally unresponsive now.

   almost 2 years ago
3. Dave Pimm ★★★★★

   Lovely large showroom with lots on show. Staff were very friendly, Christos was especially helpful and patient. Looking forward to receiving our new sofa.

   almost 3 years ago

1. Ankur ★★★★★

   Whilst its fair to say that the sofa we purchased online didn't fulfil all our expectations, we cannot fault the exemplary customer service provided by Nick and Stewart in after sales. They were empathetic, understanding, responsive and non-judgemental in the way they dealt with our feedback. They listened attentively and dealt with the matter in a very objective, transparent and reasonable way. We never felt ignored and communication was effortless. They went above and beyond to address our issue. As a result, our faith and trust was maintained in sofa.com (not always the case with online retailers) and our customer satisfaction was left intact. In short, based on our experience, this is an online retailer that you can buy from in confidence since they value their customers and prioritise their experience/satisfaction above all else.

   almost 4 years ago
2. Anthony Kelamis ★★★★★

   I must admit, I have done a fair amount of research of what type of sofa to buy. I looked into getting an Otto (keep in mind, crazy comfortable but you will sink and your back will suffer a bit). I then decided to go with a large sectional Stella. Lizzie from the Trade team is amazing and worked with my interior designer on what I was looking for. I had an issue with the cushions and Francesco from the Service team was happy to help (a rare thing I notice with many sofa stores in London). He helped me and sorted me a new set of cushions right away. I wouldn't think twice about picking a sofa from their Chelsea store. If you are lucky enough to have Lizzie and Francesco looking out for you, you will be in fantastic hands. Don't waste your time by googling every sofa store in London, these guys are great!

   almost 4 years ago
3. Pip Wright ★★★★★

   Excellent place to spend hours choosing cushions and a sofa to put them on. The free biscuits and coffee helps. Good range and excellent quality. We bought a sofa and ottoman from them a few years ago and have been really happy with them, they've put up with three house moves, a house renovation, two slobbery dogs and a mad cat with no adverse signs of wear (the sofa, not the cat).

   almost 5 years ago

1. V.A ★★★★★

   I'm very happy with my pink Aspen, I highly recommend this company. The quality of the sofa represents the price and it was well worth the 3 week wait. The delivery men Adam and Lucasz were fantastic because they ensured my sofa would fit through my narrow door. 10/10

   more 7 years ago

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