Firstly if I could give 0 stars I…
Firstly if I could give 0 stars I would. I Bought sofas from this company and within 7 months they needed a repair, that repair held for only 8 weeks which led to a further repair. That repair then lasted 12 weeks and the same problem occurred again, they then replaced the sofa. The replacement lasted 7 months and now the same issue has arose as the previous sofa. The 12 month warranty has expired even though the replacement sofa is only 7 months old. Due to faulty workmanship, sofa structure and poor product quality we are in a battle to get our money back!!
Reply from The Sofa Shop
Dear Sian Morgan,
Thank you for reaching out and sharing your concerns. We’re genuinely sorry to hear about the repeated issues you've experienced and understand how frustrating this situation must be.
At The Sofa Shop, we strive to provide the best possible service and support to our customers. From the outset, when you first encountered a problem with your sofa, we responded by arranging two separate repairs. When the issue persisted, we took the further step of replacing the entire sofa, which you accepted, in an effort to ensure your satisfaction.
More recently, when you notified us of an issue with the replacement sofa, we promptly arranged a technician visit to assess the problem, understand the cause, and determine the most suitable resolution. That appointment is already scheduled for 17/10/2025.
We do appreciate that this process can take time, and we assure you that at no point have your concerns been ignored or left unsupported. Our team has consistently responded and taken action in line with your reports.
Please know that we are not dismissing your experience, quite the opposite. However, in order to move forward fairly and effectively, it is essential that the technician inspects the item before we can proceed with a resolution. This step ensures we fully understand the root cause of the problem and can address it accordingly.
We appreciate your patience and cooperation and remain committed to resolving this matter as quickly and fairly as possible.
Kind regards,
Rodger
Customer Service Team
The Sofa Shop