Sofatime Avis 

Monika was a lovely person, very helpful and went above and beyond to help us.

Toni at Dreams Coleraine was very helpful and patient. He spent an hour on and off guiding us through options and gave us space to browse comfortably. We felt well looked after and are thrilled with our new bed and mattress.

Shirley was fantastic, took us through what types of sofas available. She went through the colours and all the different modifications. She is a very honest and trustworthy saleswoman. Would definitely recommend a trip to sofatime.

Emma in the Ballymena store looked after us today. She was extremely friendly, knowledgeable and professional and a credit to the company. We just popped in to have look around, but her attentiveness and customer service skills made us comfortable to make a purchase.

Faulty “High-End” Sofas and Unresponsive Customer Service

I am writing to express my extreme dissatisfaction with a 3 and 2 seater sofa set purchased from Adam at your Boucher Road store in March, which was delivered on July 23, 2025. While Adam was an excellent and knowledgeable salesperson, the quality of the delivered product is far from what was promised and what was displayed in the showroom. Adam had been quite vocal during a few of the many visits we made before purchasing on the sub standard quality of competitors in the area and how the sofas never arrive as seen in the showroom.

Upon arrival, I immediately noticed significant issues with the 2-seater sofa: the footrests were heavily wrinkled and one was visibly droopy. I contacted the store on July 25th, and customer service responded on July 28th, requesting photos, which I promptly provided. On July 30th, I was informed that there was "nothing wrong" with the sofa, and the wrinkling and drooping were attributed “the part of the animal the leather was from”.

I was then asked to pay a £50 fee for an independent technician visit, which I refused, stating my intention to contact Trading Standards. This led to the fee being waived. The technician visited on August 6th and confirmed the footrest was indeed wrinkled and droopy, offering to steam out the wrinkles. I declined this "repair" on a brand new, £3700 sofa.

By this time, I had also discovered that one of the headrests was sloped, and the back of the 3-seater was loose. The technician attempted to refit them, but this made no difference. Despite the technician's acknowledgement of these issues, customer service continues to deny any "manufacturer faults," reiterating the "natural leather" explanation and dismissing the droopy footrest and loose backs as non-manufacturing defects. They suggested I obtain my own independent report.

I find it highly suspicious that the technician identified and even attempted to rectify faults, yet the “official report” claims there are no defects.

The Sale of Good Act says;
Satisfactory Quality: Goods must be of a standard that a reasonable person would consider acceptable for the price paid.
Fitness for Purpose: Goods must be fit for any purpose that the buyer communicated to the seller.
Description: Goods must match any description that they are sold by.

The two sofas I have received, and reported within 24 hours of receiving are not of satisfactory quality and are not as described. I have detailed photographs of the sofas in store which are very different to what I received.

When I rang, I only wanted the one sofa replaced which arrived in poor condition but due to how I have been treated and lied too, I wouldn’t even want the sofa if it was free.

Following advice from Trading Standards, I contacted Which? and initiated a Section 75 claim through my credit card company, informing customer services of this action. I also requested the technician's report in writing in August but have yet to receive a response.

Furthermore, Sofatime has misrepresented the situation to the credit card company by claiming they offered a "free of charge" technician visit, when in fact, this only occurred because I refused the initial £50 fee due to the immediate defects in a new product.

I urge potential customers to beware of Sofatime's poor quality control and their blatant refusal to rectify legitimate issues.

October 2025 - Update

I still haven't received the "independent report" from August which was done by Sofatime. I was advised to get a further independent report done, I used a company that was recommended by the credit card company. The report was completed and sent back, listing the manufacturers fault. Still no response from Sofatime.

December 2025 - Update

Apparently Sofatime don't agree with the independent report, they are just running with their own report which they paid for - not sure how that could be classed as 'independent'. Especially when the technician offered to fix it - but there isn't anything wrong with it.

If you need a new bed or sofa etc..call in & see Tony in the coleraine store. Let's just say he has a different approach to sales than most people I have met in the industry. He is very professional, knowledgeable & honest . A very refreshing change from the usual BS. Tony went above & beyond and got us exactly what we wanted. So we'll done Tony that's how it's done.

We had an excellent experience buying our new sofa and recliner. Emma was knowledgeable, patient, and never pushy. They took the time to explain all the options, answered our questions, and made sure we found something that fit both style and budget. The whole process felt easy and stress-free—highly recommend!

From the minute we walked in for a nosey untill walking out hours later we were well looked after 200% with a new sofa and bed and new friends will be back soon lol

Went into Dreams/Sofatime in Coleraine looking for a new bed and mattress advice. The choice was somewhat bewildering.

I needn't have worried. Melissa was on hands to assess my needs and answer all my questions. One Tempur mattress and a suitable bedframe later it was a 'done deal'.

Thoroughly enjoyed my shopping experience and will know where to go for that beautiful leather suite of furniture. Thanks Melissa!

Edward was great and was very helpful, he made sure we understood everything before going forward. Will definitely be back again just for his customer service!

We were given all the information we needed and asked all the questions to understand our lifestyle and needs. We are given proper time and the customer service was great from Edward at the Bangor branch!

Melissa was very helpful and a pleasure to deal with

What a morning only went in to have a look ended up with a bed and 2 2seater sofas Edward was a great help explained everything I needed to know no pressure sales talk only bad thing is I'm going to have to decorate bedroom and living room

Jeff from the Omagh store was very knowledgeable. His customer care skills are outstanding.

Melissa was an absolute delight to speak to. She took her time to show us all the frames and mattresses within our budget. Her personality was infectious and her knowledge of the products was fantastic. 5 star service. Buy from Melissa! 😀

Michael was very helpful and made us feel very welcome in store and helped us choose the right sofa! Thank you Michael

Caroline was very helpful and patient assisting us in buying our new sofa! Not pushy at all and let us have a good look around answering any questions we had. 10/10 service from Caroline. Thank you

Excellent and the experience was so quick and staff was very helpful l especially Johnny at the Ballymena store.

Monika was extremely helpful and attentive. A very kind person to deal with and she provided great advice!