- Monday, 9th March 2015
Firstly, we love the sofa. It's lovely and deep and so comfortable. One issue is that the fabric marks extremely easily but I think we were just silly to choose the crushed velvet as that is perhaps the nature of the material. We were, however, unfortunately very
disappointed with the service we received. Firstly, when we could not make the delivery date given to us, I called to let sofa.com know and was told that I would receive a call within the next couple of days to let me know whether my suggested dates could be done.
Over a week later, I had heard nothing and so had to chase twice and it was then sorted out. We wanted to change the size of the slippers which were free with the sofa and I sent two emails to this effect, asking for confirmation, and heard nothing back. I had to
call again to sort this out. The sofa arrived and my partner spilt water on it pretty much straight away(!) and so we called sofa.com and asked how we make use of the guarantee that came with getting the fabric protected by Guardsman. We were told that they would
email Guardsman to register us so that they could then come and sort the fabric for us, and that they (sofa.com) would email in a couple of days to let us know that this had been done and was getting sorted. That was over two weeks ago and we have heard nothing.
Finally, sofa.com sent the wrong size slippers with the sofa. I emailed to let them know and to request the correct size and received a rude, and pretty patronising, email back assuring me that they had sent the correct size and attaching the invoice as 'proof' and
saying that they had no bigger sizes. This was most odd as the proof was clearly in the fact that I had the slippers in front of me and they were the wrong size - i.e. the wrong size was printed on them! I emailed stating this and attaching a photo of the slipper
size and then sofa.com responded apologising (which was of course good) and saying they would send the correct size slippers out straight away. So, clearly they did have them! All in all, a fairly frustrating experience to be honest, but we do love the sofa - the
customer service just needs to be improved.