dreamsofa.com

Pros: The couch is very nice. We were warned from other reviews to expect it to start a little firm

Pros: The couch is very nice. We were warned from other reviews to expect it to start a little firm and need some breaking in, but we found it comfortable from the start. We haven't had it long enough to know how well it will last, but it has held up well to minor abuse from our cat. It feels heavy and well-made, and there's no obvious issues with the frame or upholstery. Everyone I spoke to on the phone, from the designer to customer service was very nice and helpful (specifically when on the phone, I'll get to that). Shout out to Karla for advocating for us to those with refund-giving authority.

Cons: While I like the couch, I unfortunately cannot recommend buying anything from DreamSofa, the company.
We placed an order in mid September and were told, both on the phone and by the website, to expect shipping in 4-6 weeks, maybe 8 weeks if something truly unexpected came up, plus 2 weeks for packaging and shipping. At most, a 10 week wait. By the second week in November (right at the 8 week mark), we got confirmation that our order had moved to inspection, so likely to need another week and we could have it in hand by week 11. Disappointing to be behind the "worst case" schedule, but not a crazy thing to have happen. We didn't hear anything at all for another 2 weeks.

Then, an email informing us our couch had failed inspection and the fabric we wanted wasn't up to standard and couldn't be restocked. They said they'd send us a new set of fabric swatches immediately and prioritize our order so that, after we picked a fabric, it would only take a few more weeks to build and re-inspect. We were additionally offered a modest refund in the form of upgrading our shipping for free. AGAIN, we heard nothing for two weeks. I found it strange that they hadn't rush shipped our swatches given how far behind schedule things were, so I called customer service (multiple times and eventually got through). I was assured that my swatches would actually be arriving in the next three days and everything was okay. When the swatches arrived, the package was postmarked the day after I had called. They simply had never sent the first pack of swatches when they promised. We selected a fabric and waited. This was over the holidays, so some slowdown was reasonable. It took an additional 5 weeks to get it finished, and by the time we received it, it had been exactly 21 weeks since we placed the order.

During the wait, I called customer service to complain about the swatch issue and ask for a larger refund, and was offered slightly less than 10%. More specifically, I called many times and nobody in customer service was picking up the phone, so I set up a time (over email) to be called by someone with decision making power. They no-showed the time we had arranged. Their explanation for why: there were actually a lot of customers in my position, and they were currently swamped. You too, could be one of these customers.

When the couch finally shipped, we double checked what they were offering us and were told that the 10% refund was actually separate from the free shipping and we were only getting one or the other (the shipping was a $150 value). I found this to be incredibly petty. Calling again, I expressed that I felt the current refund didn't reflect the doubling of the "worst case" timeline, and the customer service failures along the way. They increased the refund to 15% (I'm including the shipping in this). I do not find this to be sufficient. I was also strongly discouraged from leaving a review by customer service, and was told by an employee that they would be personally punished if I left a negative review. On a personal level I feel bad for this person because they're being hung out to dry by their employer. On a professional/business level, leveraging the actual well-being of a person against my ability to share my bad experience is wild and a big red flag.

We were told to let them know when we received the couch so they could apply the refund. We did and got ghosted for 2 weeks! Again! We emailed and were told they would look into it, and we didn't hear from them for another week. What finally seemed to work was calling customer service (again, many times) and leaving a message. That got them to process the refund, but only half of what we had agreed to. I then called multiple times to no answer and left a message, after which point they finally got it right.

If you would like to spend 21 weeks and tens of hours advocating for yourself for a 15% discount, I'd recommend my experience. If you read this review after buying something from them, or choose to go ahead, my main advice is as soon as anything goes wrong you need to be on top of them, sending emails, calling, and leaving messages so they don't go weeks and forget about you.

Date of experience: Mar 16, 2026