Sofa Concepts Avis 

Fabricated TrustPilot Reviews after inspection. Claiming there are 2400+ reviews with a rating of ~4.8

Ordered from them previously and product never arrived. Had to contact bank to issue a chargeback claim (be descriptive here). Got my money back.

Over 3 months of waiting with no product appearing.

I ordered a sofa from Sofa Concepts at the end of March, largely based on the advertised delivery timeframe of 14–21 days. Unfortunately, my experience fell far short of expectations.

Shortly after ordering, I contacted the company to request an address update and received confirmation that this would be amended on their system. When the 21-day delivery window passed, I was advised that bank holidays had caused delays, which I accepted. However, from that point onward, communication became extremely poor.

Over the following weeks, I sent more than 10 emails requesting updates, all of which went unanswered. I also tried the online chat function with no success. Eventually, after searching online for contact details and being unable to find a company telephone number, I located a mobile number and called directly. I was told there were delays with some parts, but no satisfactory explanation was provided as to why my repeated emails had been ignored.

For the next two months, I had to chase the company continuously for updates. At no point was there any proactive communication regarding the status of my order. Every update came only because I contacted them first.

When a delivery date was finally confirmed, a further issue arose. Despite having written confirmation that my address would be updated, this was never actioned. As a result, FedEx delivered the sofa to the wrong address. Neither FedEx nor Sofa Concepts could initially confirm where the sofa had been delivered, leaving me with no idea where my order was or when I would receive it. Thankfully, it arrived the following day, although I still do not know exactly how the situation was resolved. This was particularly frustrating as I had already informed the company that I would be away from the property on that day, creating unnecessary inconvenience for both myself and my neighbours.

As for the sofa itself, it looks good and is comfortable. However, the assembly was more difficult than expected because the metal frame components appeared poorly finished, with excess metal that made fitting parts together extremely challenging. Some sections also appeared slightly rusted.

The most disappointing aspect of this experience was the customer service. The individuals I spoke to were polite and pleasant, but the overall service management was extremely poor. There was no proactive communication, no ownership of issues, and no effort to keep customers informed. The entire process relied on me repeatedly chasing updates for over two months.

While I am ultimately happy with the appearance of the sofa, the ordering and delivery experience was stressful, frustrating, and far below the standard I would expect. Based on my experience, I would be very cautious about ordering from Sofa Concepts and would not rely solely on the positive reviews displayed online.