Sofasuperstore Avis 274

**We would not recommend this company to put it extremely politely**



We initially visited DFS on the same retail park as Sofa Superstore (SS) in Warrington back in February. 
Unfortunately as their (DFS) sofas were either too big or too small, we decided to see what Sofa Superstore had.


Our first interaction with Chris was as expected from a sales rep. Polite, helpful, typical nice sales guy experience. We spent a fair amount of time going through exactly what we wanted (measurements, materials, etc) with him. 

At checkout, we initially paid a small deposit but then felt somewhat pressured into paying the full balance there and then to secure a “better deal and benefit from time limited discounts”.


After a brief private discussion, we agreed, believing it was good value (despite it being more expensive than competitors).



We were also asked to leave a Trustpilot review there and then, which we did based on that initial experience. 



We left happy and excited. However as you can see from other reviews left, this is misleading and promotes a very false reflection of SS.



Everything since has become extremely abysmal.

We were initially told delivery would be approx 6–8 weeks. This came and went with no update. We then had to repeatedly chase, only to get vague, repetitive 'fob offs', and any emails were ignored.



Eventually, nearly 4 weeks later, a sofa was delivered by Furdeco. And it was immediately clear it was not what we ordered.

We had agreed a 2 Corner 1 RHF (right-hand facing) sofa with a 'free' 75cm x 75cm footstool.

Instead, we received what is essentially a 3-seater sofa, two incorrect sized footstools (60x60 and 80x110), with tacky mismatched feet.



The invoice clearly outlines what we agreed, although notably the only invoice copy we received from them, reflected no signatures from us.



Since then, dealing with Sofa Superstore has continued to be horrific. Where we continue to be repeatedly fobbed off and their “aftercare” team, has been anything but. Long holds, no callbacks, failed promises, ineptitude and further ignored emails. 



Along the way, we've also now experienced different staff provide conflicting information, making it hard to know what’s actually happening and because of this, we’ve started recording calls just to keep track. (as they continually make us question our sanity).



They also don’t appear to use any ombudsman or 3rd party dispute service, and their complaints process is genuinely non existent.



As we feel no closer to getting a direct resolution with SS. We’ve felt we've had no choice but to contact Citizens Advice and also seek legal action due to this continued ineptitude from SS.



Update (29/04/26):
 We were contacted by the lone aftercare agent, who said they had been “investigating” (which hadn’t been at all communicated to us that this is what they were doing). They proceeded to advise on a couple of occasions on this call that they had deemed the manufacturer was at fault and that a replacement sofa would be made to the correct spec as a result. "Apologies, yadayadayada".

 This again was met with the running theme of ineptitude and a lack of accountability from SS, where they had to reach out to their superior for further support. 

What followed was with a call from a 'Pinnacle Consultancy' agent, who was vulgar and defensive from the off, focusing on anything but the issues at hand. Ultimately trying to argue that because our signature was on a document (which they sent over to us) with the scribble/diagram of a corner sofa we discussed with Chris during our visit in February, that it would be legally binding and that would be their final position on the situation.

Update (07/05/26):


The aftercare agent has been in touch a couple of times over the following fortnight trying to resolve the issue(s) at hand. And in their defence, we can see they are trying to resolve this situation to the best of their position. But it's clear they're stuck between us (as the customer) and their superiors. Don't get us wrong, we do feel sympathy for them too, especially as they're the scapegoat in their employers continued shortcomings.

At present, they have reduced their attempts to deflect blame on to us as customers, and instead continue to mention that the manufacturer is responsible for the failure(s). No accountability from themselves directly still. No apology (in writing) yet and whilst we are slowly moving in the right direction towards resolution with SS, we're again still waiting to hear back from the 'aftercare' agent with a fair compensation figure (for the distress and inconvenience they continue to cause us) to get said resolution finally across the line.

H

Ordered new sofa, wrong item deliverd after 5 days of chasing , emails, call s no response ,very poor to date I don’t have a delivery date for correct item. Brought through Amazon

I ordered a made-to-order sofa from Sofa Superstore which was delivered the week before Christmas, and it arrived completely wrong. After spending a lot of money on a custom sofa, I expected it to be made exactly as ordered, but it wasn’t.

It has now been 5 months and only in the last month has a replacement order finally been processed. In that entire time, I have had to do all the chasing myself. I am constantly being told someone will call me back, but no one ever does. Every update has come because I have chased them repeatedly.

The customer service has been absolutely dreadful. The woman I have been dealing with has been one of the rudest customer service representatives I have ever spoken to. She speaks to customers as if they are stupid, instead of understanding that people are upset because they have spent a lot of money and simply want what they paid for.

I have also been repeatedly promised some form of goodwill gesture because of all the delays, inconvenience and poor service, only to now be told I will not receive anything until the replacement sofa is eventually delivered.

Been told I’m ’priority’ and my new show will be delivered in 2-3 weeks, shock, it’s been longer than that and no one is answering the phone.

This has honestly been one of the worst customer service experiences I have ever had. Five months later, I am still waiting for the situation to be resolved. Poor communication, rude staff, constant delays and no accountability. I would strongly advise anyone thinking of ordering from Sofa Superstore to avoid them completely.

We came to Bolton store today with the intention to look round couple of stores before making our choice. But was attended to by one of the most outstanding sales representatives called Chris. He gave us warm reception and was very patient and attentive to all our request and eventually helped us to make our decisions. We were so happy & grateful for Chris help today.

Visited the Warrington store and was helped by Brandon. Really quick, easy and friendly service, would recommend! Thanks

A welcoming team at the Bolton Store. Michelle went the extra mile for us, showed great patience and took her time, and helped us pick the right sofa.

Left us to browse, then was attended to when needed. Thank you Michelle at Bolton

Gary was absolutely fantastic to speak to in the store today. We are moving house soon and was coming in to have a look around at potential sofas. Gary explained that they offer home buyers package. This instantly changed our minds and we wanted to secure our sofa today.
Gary, thank you for taking your time to fully explain everything. Making us feel welcome and being so helpful with fabric choices. We would highly recommend this store if you are looking to buy a sofa.

Gary and team are great at what they do they were very patient and helped us finding the best sofa.

Michelle at the Bolton store was great. This is our first time buying a sofa for our first house and she made the process easy and offered great advice.

Joanne at Warrington branch, so helpful in helping us buy our sofa and made it so easy! A credit to the company

Joanne in the warrington office was amazing. She was so helpful and assisted us to the best of her ability. A real credit to the company.

This was our first time buying a sofa so we came into store a bit apprehensive. Michelle was great with us and helped us out massively but without putting any pressure on us. Michelle gave great advice and we feel very happy and at ease with the purchase.

Amazing experience today. Tax went above and beyond with his customer service today. He helped my elderly mother select a comfortable couch. During the ordering process, he broke each step down. He went to the effort of providing hard copies of the information too.

Bolton store
Store Manger Michelle.

I have been in need of a sofa for a while now, searching endless shops where I have not felt satisfied with the help provided for my specific needs (young kids, pets in the house and all round look). However, I have recently visited SofaSuperstore Bolton, to where I was greeted by a very professional and helpful lady called Michelle. I don’t think I have ever felt so happy with the help and information provided when browsing before. Michelle was a credit to your store and I will definitely be coming back to buy the sofa we had discussed upon, it was an all round great experience and I would definitely recommend SofaSuperstore, everybody who experiences the service I did would be extremely satisfied!

Spoke with Joanne
Very helpful
We bought 2 bed packages

Immy at Bolton store was brilliant from the minute we walked in!!! Found the sofa we wanted and ordered straight away!! Brilliant store

Gary F. Was amazing, very helpful and kind. Thanks so much for the purchase we’re happy with it

Amazing place to purchase a sofa and exactly what i was looking for,was helped by an amazing lady michelle at middlebrook,very polite extremley helpful and who took the time to go the extra mile.highly recommended!! Service is second to none!

Bought a new sofa from these guys. Service was fantastic from garry f and would highly recommend for a good deal for quality products.

Thanks for all your help.