I purchased a sofa from the Cramlington branch of Esofa on 07/08/25 for £1,575 (cash) after browsing and viewing a sofa I had liked. The staff quickly gave me the sales talk asking me about colour, type of cushions etc - never discussing this would make the sofa a “bespoke item” and non refundable. They just wanted my money by any means possible. I took measurements beforehand and was assured the sofa would fit through my door and into my living room. Despite the manager claiming this was not done and it was my “fault” the sofa did not fit …..(when it eventually got delivered). I was told delivery would take up to 4 weeks, but after this time passed, I had to constantly chase for updates. I was repeatedly given delivery dates that were never met, each time followed by excuses and new promises. This happened multiple times. Communication was sporadic, rare and filled with empty promises and lies. The sofa was eventually delivered on 06/10/25, but the delivery drivers broke my door trying to force the sofa inside - even though it clearly did not fit. On top of that, they damaged the sofa by ripping the fabric and tried to hide it. Then I was blamed saying I asked them to force it in… At no point did I say this. Even if the sofa had made it inside, I would have demanded a refund or replacement due to the damage.When I contacted the manager, Zaki, I was spoken to in a shocking and unprofessional manner. I was told the situation was my fault, that I was not entitled to a refund, and was treated with complete disrespect. Even told that it wasn’t his problem and once it’s been delivered, it’s no longer his problem. May I remind you it was not delivered. I eventually managed to get 2 “options”:• Pay £700 extra for a smaller sofa• Choose another sofa at the same price or less with no refund or difference in price refunded. After multiple arguments and being belittled, we finally agreed on a smaller sofa - but I still had to pay £50 delivery. I was ignored, lied to, and had to constantly chase, threaten legal action, and even visit the store in person just to get updates.My replacement sofa was finally delivered on 19/01/26 - over 5 months after my original purchase. Bear in mind I had waited for the delivery across the full weekend, again with promises and excuses made. I was even asked on the phone to take my review down and they would take the £50 delivery fee off. (I hadn’t even created a review. I would not be stupid enough to do so UNTIL I have received my product). I have never experienced such poor customer service in my life. The company lies, ignores customers, blames, and treats people with total disrespect.I will never use Esofa again, and I will actively encourage others not to buy from this company.
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e-Sofa is a rapidly growing company, all our sofas are handcrafted to order right here in the UK in one of our own high-standard, quality-approved factories. For you this means a fairer priced, customised piece that you will love with the reassurance of having experienced professionals handling your sofa. Committed to provide sophisticated, high-grade furniture we work alongside independent creators allowing us to have more control over amendments you choose to make. For over 25 years our factories have brought comfort to thousands of happy customers through hard work and determination giving us a well earnt reputation for quality and service, which is why we are one of the leading sofa specialists in the UK.See more
