"An absolute shambles"

This entire experience has been absolutely shocking. We ordered an armchair and received a phone call double checking the fabric and colour - all good, no worries. We were then told on the Wednesday it would be delivered on the Saturday. We waited in all day Saturday with no delivery. When I chased up the company they said the driver was late and would be there tonight - no problem, things happen. We then received a call that the delivery driver would arrive between 10pm & 11pm which was a bit late but we thought okay, whatever we'll just wait up. We waited up until half past midnight and eventually gave up and went to bed, half expecting to find an armchair in our driveway in the morning.

The following morning we received a message from the company asking if we'd received the chair. I explained we hadn't. Throughout Sunday I messaged the company several times asking for an update and eventually said I just wanted a refund because this was ridiculous. Monday morning comes round and we receive a message asking if they can deliver it today. We decided to give them another chance and said okay. When they asked what time we'd like it delivered, we said between 3pm & 5pm, they then asked if it could be later - why bother asking in the first place? They eventually agreed and we waited again for the chair to turn up.

4:45pm comes around and still no chair so we ask for an update. The driver calls and says he won't be there until between 10pm & 11pm again. We explained we asked for delivery between 3pm & 5pm but he didn't speak much english so didn't understand and ended up passing the phone to someone else, who we told to just cancel the delivery because we wanted to cancel the order. They said that was fine and no delivery would take place.

We messaged the company several times asking to cancel the order with no response, until late Tuesday night when they asked if they could deliver at the weekend "during the day this time". We said no and that we wanted a refund.

This company has continued to ignore our messages requesting to cancel and to refund us. I'm now out £180 that I paid upfront for the chair with the rest being financed, and have had to deal with this absolute shambles of a company. Absolutely avoid them, it's a miracle they have any positive reviews in the first place.

"Very professional very helpful fab…"

Very professional very helpful fab service

"Very professional lovely fellas"

Very professional lovely fellas

"Very professional on time and great…"

Very professional on time and great service from delivery team

"Very helpful staff very friendly…"

Very helpful staff very friendly professional and on time

"Very nice sofa"

Very nice sofa, very nice staff, the delivery guys Zeshaan and Ismael went the extra mile and helped more than they had to in the set up. Thank you to everyone at the company!

"Updated: Charcoal Midas Dog Sofa"

Service was a little less than expected. I was told the sofa would arrive on Tuesday. On Tuesday, I got a phone call around 2 pm stating it would come on Friday. On Friday, I was called around 10 am and told it wouldn’t fit in the van (which I found amusing, as it’s a dog sofa from a sofa company). After asking what they would do after messing me about twice, they offered to throw in some cushions and promised delivery on Monday.

On Monday morning, I received a call from the driver saying delivery would be between 3 and 4 pm. Then I got another call at 1:30 to say he was 30 minutes away. The delivery team brought the sofa upstairs to where my matching full-size Midas sofas are and finished up. I had to ask them to wait until I unwrapped and checked the sofa. They didn’t take away any of the wrapping either.

The cushions are nice, but they couldn’t have picked smaller ones if they tried. The sofa also isn’t as well built as the original. It has plastic legs at the back and only metal legs at the front, which doesn’t match the picture. The finish on the arms is rough—separate parts of fabric stuck together—and the studs on the top left arm look quite uneven. It’s definitely not up to par with the quality of our larger versions from Sofology. However, considering the price and the fact that it’s for our dog, we’ve decided to keep it.

That said, I wouldn’t use this company again.

Update:

Since my initial review, the company repeatedly reached out, persistently requesting a five-star rating. After I made it clear that a partial refund was necessary for a higher rating, they agreed to provide a £100 refund along with additional cushions and matching feet for the back. However, this agreement only came through after I issued a final notice due to their initial silence post-agreement. In an unprofessional twist, they began calling me on Saturday nights, attempting to barter for a five-star Trustpilot update. Their messages also became overly informal, even referring to me as “mate,” which I found inappropriate for a customer service exchange.

While they eventually provided the refund and items, the sofa itself remains disappointing—its proportions and finish differ significantly from the photos along with details not meeting the description they have. It also falls far short of the quality seen in our full-sized sofas from the same range. Despite these issues, no apology was offered for either the poor service or the substandard product.

Based on this entire experience, I’ve updated my rating to three stars for finally fulfilling the agreement, but I would not recommend this company or choose to use them again.

"Midas range Sofa and stool "

Been looking for a 2 seater sofa for our attic conversion that was practical and glamorous. We decided to go for the Midas range 2 seater sofa and stool and we was not disappointed!! High quality material and good customer service! Would highly recommend

"Olivia Medium Corner Sofa"

Olivia Medium Corner Sofa - great high quality sofa. Really comfy and great sofa and service.
Delivery service was also great and onetime. Would definitely recommend and look to use again in the future.

"Carnaby U Shape sofa - GORGEOUS"

I'm changing my whole review from the one I previously left. Although things went a little bit pear shaped after I'd ordered the sofa, having eventually spoken to Sofas Way, they put everything right, so credit where credit's due.
I was interested in the Carnaby U Shape sofa and had asked numerous questions about it. I was offered the option of having it in plush grey velvet, which is what I really wanted.
It arrived 12 days after ordering and I'm so happy with it. It's MASSIVE, which I knew it would be having measured it but it looks so big now it's in my lounge. The plush velvet is beautiful and it's very comfortable. I would recommend the sofa and the company - but I would just say one thing to the company - please keep your customers updated, that's all I wanted, it can be a bit worrying when you don't hear from a company for a few days with no explanations. As I said earlier, they did put it right and gave me two extra cushions for my trouble. Thank you Sofas Way.