Avoid Sofatime/Dreams
AVOID AT ALL COSTS. The worst customer experience I have ever had. We ordered our sofa in November in the Black Friday sale, it is now April and it still hasn’t been delivered. We moved into a new place in December without a sofa and knew we would be waiting a couple of months, but this is crazy.
Our sofa was advertised as 2-3 months delivery online. We spent ages picking out what we wanted and visiting loads of different shops to find the right sofa. So, when it came time to order and we were told 3-4 months we thought it was a bit crazy but we had put so much time into choosing the perfect sofa we decided it was worth it.
I called in Feb to ask for an update and was told I could call in March for a more specific date. I called on 1st March and was told it had arrived in their Belfast warehouse. However, their Dublin warehouse would be closed for the next two weeks for renovations. I was assured it would arrive in the first shipment from Belfast in the 3rd week of March.
Tell me something, if they are aware the warehouse will be closed why don’t they organise alternative delivery arrangements? Belfast is only 1hr30 away. Give me the money to rent a van and I would have collected it myself. That’s just pure laziness and a lack of care for their customers.
I called on the 16th March, only to be told the warehouse actually wouldn’t reopen until that Wednesday and they would call me back after speaking to the warehouse. I didn’t receive a call back by late on Wednesday, so I called them. I was told that no shipments are arriving to the warehouse at all that week and they don’t know why I was promised that. I called again Thursday, and I was again promised it would arrive on the first shipment the following week.
Fast forward to Monday 23rd. I heard nothing, all week. On the 27th I called again, and was told they could see it was in transit. So very obviously, it didn’t come in the first shipment that week did it? In fact, it didn’t arrive at all that week. More broken promises.
On Monday 30th March I called again. I was told that they weren’t sure if the sofa had arrived and would hopefully know later that day. I asked if it has arrived, when will it be delivered? I was told hopefully this week but if not then next week. I pushed back and said I have been messed around so much, it has to be this week. I then discover that they only deliver to my area on Tuesdays and Thursdays between 9-4 and that I would have been told this when I ordered. I was in fact not told this, and I work those days. No one is home on those days at those times. They expected me to have a family member wait in my home all day for the delivery (they don’t give set times), as though they also don’t have jobs.
Eventually I am told to await a call back. Shockingly, I get a call back after an hour. I was told that they have arranged for my sofa to be delivered on Friday 3rd April, a day I told them I would be home. I was very thankful. Sound too good to be true? It was. I waited around all day Friday. At 2pm I had heard nothing so called the store. They contacted the warehouse for me to see what the story was. I got a call back only to be told that it wouldn’t be delivered today. In fact, their warehouse closed at 1pm. Apparently there was a ‘glitch’ in their system. Yeah, sure. She acted as though they were going to do me a favour and squeeze me in for delivery Tuesday 7th, when I won’t be home.
I was then promised delivery before I leave for work on Thursday 9th or on Friday 10th. I do not trust these empty promises. I hung up the phone and cried.
I am incredibly upset and angry. I will not be letting this go. I did send an email complaining on the 19th March and was completely dismissed, they just stated that all delivery times are estimates. That may be written in their fine print, but it is a consumer right to have your goods delivered in a REASONABLE time frame. This is not reasonable.
If they had been honest this whole time that would be one thing, but to be constantly told lies and false promises is something else. This has caused me a lot of stress and has wasted so much of my time.
I have since done some digging through reviews and have found others with very similar situations. If you’re thinking of ordering from Sofatime, save yourself the headache and order from somewhere else instead.