Very nice company to deal with. Very pleased with both sofas
Review by TruffleButter1 month ago
Poor quality, terrible customer service. Ordered 2 very expensive custom sofas from them more than 4 months ago. Sofas were delivered after 2 months, but on closer inspection after the delivery guys had left, we noticed the arm on one sofa hadn't been properly fitted so a big gap was showing, and there was a noticeable dark stain on the frame fabric of one of them. Sofa Workshop sent one workman out who tried and failed to remove the stain. They then said they'd recover the sofa on site. Sent us a bolt of fabric to do this. Literally months and dozens of phone calls later, they finally sent us someone to do the recovering - who opened the bolt of fabric to find that it too was stained. They are now supposed to be remaking the whole sofa, but can't give us any date when it will be done or delivered, and I'd be amazed if we ever see it given the experience so far. I am so sorry we used Sofa Workshop, for the money we paid we could have gotten beautiful sofas from any number of other providers rather than this company who are clearly incompetent and don't value their customers or their reputation at all. They deserve to go out of business. Avoid at all costs - just awful.
Review by Peijin1 month ago
Superb and attentive customer service from the Kingston Branch- absolutely spot on from start to finish. Many thanks especially to Julia and to Brian for their help. Communication was excellent, even including a phone call from Julia the day before delivery to tell us the approximate time that we should expect our sofas and footstool. We are very pleased with the quality and comfort of the product and would recommend Sofa Workshop without reservation or hesitation (especially the Kingston branch!).
Review by Shaniker Derrow1 month ago
Sad to say I am very disappointed with Sofa Workshop. They have a branch in the town where I live in the East Riding of Yorkshire. The store is packed with a wide selection of furniture, and the staff are superb.
So, what’s not to like?
Towards the end of last year, I ordered a sofa from their Eden range. I elected to pay the £1370 upfront. I was given a ‘guide’ delivery time of between 8 – 10 weeks, meaning my sofa should arrive towards the end of January. It actually arrived on February 14th. Customer services was apologetic and offered a refund of £300 as compensation. I was impressed with this, and on March 31st I placed a further order for a Clarence snuggler sofa. Again, I paid the £1014 upfront. The 'approximate' delivery was stated as 7 weeks.
FIVE months later I am still waiting!
From time to time I go in to the shop to check on progress. On July 8th I was told the fabric was due to arrive at the workshop around July 19th after which they would be able to update me on when I might expect delivery. That was six weeks ago, and I have heard nothing since.
I feel sorry for the staff who work in the store; they are always so helpful and attentive, but it seems they are seriously let down by the head office. It is simply unacceptable to take an order and full payment for an item, but fail to deliver in a timely way – and offer no explanation. It has now been 22 weeks.
I have no idea if and when my snuggler will be delivered, but I do know it is extremely unlikely I will ever place another order with Sofa Workshop.
Review by Sumin1 month ago
We bought two sofas and a foot stool earlier this year. They were delivered around April/May time and remained UNwrapped since then, as the room they were destined for wasn't ready until last week. When we finally unwrapped them we noticed the stool is a different colour to the sofas. They're all green, but the stool is a different green and they're all meant to be the same. Not a problem, we think. They're mistake, they'll be falling over themselves to rectify it. Oh, how wrong we were. They could not care less.
Is it really crazy to assume a company who have MADE A MISTAKE would want to rectify it, rather than tell you to contact an ombudsman because it was more than 30 days since delivery....
Review by Nancimarie1 month ago
We purchased a chair for our sitting room in the Bromley store. Alejandra was very knowledgeable, friendly, helpful and really patient.
Review by Ataklt Desizlets2 months ago
I’ve purchased the Cameron sofa in a beautiful green colour from the Milton Keynes store. I was looked after by Hema, who was utterly fabulous; so very attentive and really patient, listening to exactly what I was after and helping me pick out the sofa and fabrics. The sofa arrived almost a month earlier than expected and it looks wonderful. The delivery men were great too. All in all, it is an excellent service and I’d fully recommend this store - I will definitely be visiting again when I want some more pieces for my house.
Review by Clements2 months ago
We are so excited! Not only did we get our beautiful sofas this week, Nima and Michelle have been extremely helpful throughout the journey. We are not the easiest of customers to please as we kept on changing our mind but they went out of their way to accommodate us. We will recommend the chiswick sofa workshop to our family and friends as the service was amazing and we loved the friendly atmosphere. Nima called us this week to check everything was up to our standard, other companies could learn a lot from sofa workshop, thank you.
Review by SIPInc Jentet2 months ago
My partner and I ordered a sofa and ottoman on April 22nd. We still don’t have either and the service is beyond being classified as poor. Store visits and phone calls have produced absolutely zero answers or results. Apparently faulty fabric was to blame but that was 6 or 7 weeks ago. When my partner asked the Bromley store manager if we would have it by Christmas - there was no assurance this would happen. Then out of the blue I receive a call last Friday from their delivery office - they left a voice message - ring back and you can’t get through to them. I don’t know what is happening - over 4 months later - and wish we had never purchased anything from this company. Total shambles.
Review by Merial2 months ago
My sofa and chair exceeded my expectations. I ordered them from the Chichester shop where I was able to try out the styles. Sam was very informative in a non sales way. Fabric samples arrived promptly which meant I got a good deal.
Review by Ronniem2 months ago
I went in with a view to getting a different sofa (from another store) but this one caught my eye and is so comfortable that I quickly changed my mind, and couldn’t be happier with the choice. I have to recommend Melissa in store as she made it all so easy for me; within minutes my sofa was individually changed to fit my exact needs. The delivery team could also could not have been more accommodating, it was assembled bit by bit and even though it is huge it fits into my small flat perfectly and I am so happy with it. 100% recommend sofa workshop, and a special thanks to Melissa for helping to make the perfect sofa!
Review by Romagirl Meeajun2 months ago
So buying the sofa and getting it delivered was really straightforward and generally exciting. The lady in the shop was really patient with me dithering about choosing and showed me all the options. However, we’ve gone for the Dillon, and a year down the line the fabrics kinda bobbly, the cushions (which they didn’t tell us would need taking off the frame and plumping DAILY) have gone kinda flat and lost their shape and initial “ooohhhhh that’s nice” vibe despite us babying them as per the package instructions. Also the zip on one of the seat cushions bust when we were plumping it and it was a nightmare trying to get them to send a new one out. Overall stunning sofa for about 6 months but considering we’re gonna be paying for it for another year absolutely not worth the price! Would never ever buy their products again - shabby and substandard compared to the 20+ year old one we now regret saying goodbye to.
Review by Sumz2 months ago
My husband and I truly love the Sofa we have at home!! It’s so inviting and super comfortable, just what we were looking for. We want to specially thank Stewart who looked into all our requirements and helped us through the process. Sofaworks truly has the right sofa for every house design. Thank you Sofa Work and the team for all your help and professionalism...:)
Review by MrJohnnydinho2 months ago
Sofa is good quality and arrived sooner than expected. Delivery was easy and quick.
Review by Dannyllo2 months ago
What an amazing experience! Sara at the Guildford store was an incredible sales woman and a real expert in her field. She took the time to listen, knew her products inside out and wasn't at all pushy. We ended up buying three sofas from her and it was an absolute pleasure. Well done team, especially Sara! We will definitely be back for more...
Review by Ricardas2 months ago
Excellent staff in store; friendly, helpful & good communication skills. Made experience stress free.
Review by Dmills2 months ago
We’ve had a really disappointing experience. The team in store (Chiswick) are lovely and tried their best to help, but actually getting our hands on the sofas we’ve ordered has been a nightmare. They are hugely late, their delivery team don’t get in touch when they say they will, and we’ve ended up with a split delivery and a sofa on loan because we have a newborn baby arriving and nothing to sit on! Needless to say they have been very efficient at taking our deposit and getting the direct debit set up :(
Review by Dibo2 months ago
I have been looking for a sofa on and off for 2 years but couldn't find any fabric I liked. Having visited the website a few times and ordered some samples, I found the perfect swatch so my husband and I visited the nearest store to us which was on Deansgate in Manchester.
We received fabulous service from Ross who was so knowledgeable on every aspect of the designs and fabrics which was really refreshing. He patiently advised us while we sat, laid and bounced on every type of cushion in the store. I then had the pleasure of also being supported by Catherine on the phone who also patiently guided me through the large number of questions I had following my visit.
I cannot stress enough what a pleasure it was to have such great service in store and subsequently by phone with the sales crew in Manchester. It really took the sting out of steeling ourselves for a Saturday afternoon stressfest in Manchester.
However, I am very concerned to read that whilst most customers had a similar in store experience to ours, generally, this does not seem to extend to delivery or after sales service. I will review again once I have received my sofa.
Review by Dematteo2 months ago
Lovely sofas and they keep well. This was my second after 5 wonderful years with my first (it's still going!)
Service is great and they were happy to keep my order until I moved house.
Thank you xx
Review by PaulFerrznolo2 months ago
Nonexistent service from Kings Road Chelsea store. Still awaiting promised compensation from April for several failures and missed delivery deadlines. Kings Road store do not reply to emails nor does anyone reply when emailing [email protected] I have emailed the latter address 4 times, and have over 25 correspondence emails to Kings Road. How is this acceptable? Each time I get told it is with the finance department who don’t appear to exist. Promised call backs and no one calls. The sofa you sent out was also damaged and had to be repaired. Shambolic company.
Review by Achtmaal2 months ago
The sofa is very well made and comfortable. Delivery was within the described time scales The sales, delivery and support staff were extremely helpful. I would recommend Sofa Workshop.
Review by WMcK2 months ago
Poor customer service, despite paying for an access visit sofa did not fit. Wrong size ordered again by store. Had to wait 5 months + for final sofa. Would not buy from them again.
Review by Shaunre Bubucis2 months ago
We bought 2 lovely navy blue velvet Cameron sofas from SW in Nottingham. On arrival I noticed the seating cushions didn’t fit very well on the larger sofa but I left them in case they settled with use, they didn’t so I decided to contact SW at the beginning of June with the issue.
I phoned head office and store on 4th June and was told we would be contacted by technical team...I heard nothing.
Recontacted mid June, I got a response, an apology and told they were on it and I’d be contacted by the technical team. Heard nothing after that.
I contacted them on the 17th June, then 21st June, and on the 22nd June I got a response with same answer that details were at head office, I will be contacted by the technical team. Emailed again on the 26th June and finally the technical team contacted me and visited on the 8th July.
He was shocked at the cushion size, he calculated the gap as 60mm and he would recommend replacements, I should hear from SW.
Where am I at the time of writing (4th August, 2 months after first complaint)? Still waiting for resolution. I think I’m getting new cushions but have no idea when and what to expect. One email from the store along the same lines, telling me pretty much nothing other than apologising and saying it will be resolved, but no view on when. Pretty disgusted with the entire process really. Shocking customer service from a premium brand!!
Review by Frahana2 months ago
We would like to flag the terrible post sales experience and coordination of the delivery of sofa we ordered earlier this year.
Initial order of the sofa made in Feb 19 was promising with good sales experience however post ordering we found we had to chase regularly to find the status of our order and arrange the delivery date. We were particularly keen for the sofa delivery before our baby (due in June) had arrived. Eventually after several calls and emails, a delivery date of the sofa on 17th June was arranged (around 19 weeks after payment of our deposit). We separately arranged for another company to remove our old sofa on this day.
My wife gave birth to our baby on 16th June and we decided to keep the 17th June Sofa Workshop delivery so that my wife and baby could return to a comfy new sofa. The sofa arrived but could not be delivered as a regular delivery had been arranged despite making it very clear from our initial order that only delivery via 1st floor would be suitable for our property. We had had paid extra for this window delivery service from initial order and reminded the store of this throughout the arrangement of delivery.
The result of this mistake meant we were left without a living room sofa when my wife returned from hospital with a newborn baby later that day.
Our experience demonstrated extremely poor coordination between the factory, logistics and the retail store just to arrange the delivery date so many weeks after making an order but the final window delivery debacle is completely unacceptable and created unnecessary stress and discomfort at a time that should be joyous. We will give 2 stars as the sofa is decent but post service and delivery coordination was terrible.
Review by Gerto2 months ago
We had a great experience in the Cambridge shop, but unfortunately everything has gone down hill from there....
Initially the time slots moved and our foot stool was nowhere to be seen. It had been lost.
It was then reported to be out for delivery - I took time off and it never turned up...
After many apologies and discounts (thank you) we were told a new foot stool was being made and would be with us soon.... it has since disappeared and can’t be traced.
It’s so frustrating that the logistics is so chaotic.. and still no sign of my foot stool?
We have been told it’s being sorted - but I’m not convinced!