DreamSofa.comReviews of dreamsofa.com

From the beginning of our experience to the delivery, was true customer service and care. We were trying to decide what style and fabric we wanted. They never limited our request for samples. We talked to representatives several times and they were very helpful. When we decided on our sofa, they kept us updated on the status. The delivery was in the time they said and went like clockwork. And we are so happy with our sofa - quality, comfortable and fabric is fabulous!

The couch is well-crafted with a very tight weave that (should) repel basic spills and stains. I have a light color fabric so this is important. The cushions are firm and comfortable. I did not want a soft, bed like sofa. Jose was excellent with delivery and set up. He showed me how to connect the two modulars to the center piece (there are three with the love seat). For some reason, I never received updates on when my sofa would be complete, so I had to call and check in on it. Two days after I called, it was brought to my door, but it was a 2.5 month wait so updates would have been helpful. Other than that, I highly recommend the company.

Kara Coronell has been super helpful. We ordered a custom sectional, which we received about three months ago. It is gorgeous! Ultimately we decided we really wanted the cushions to be softer, though, and Kara helped us put in the order for the replacement cushion inserts. Overall, I really think Dream Sofa has provided an excellent product and great customer service.

We searched for months for a sectional that would fit our smaller living room. We came up short; pieces were either too large or too small. We designed a sectional on DreamSofa.com and loved it so much that we decided to add on a loveseat as well. The fabric options seem endless and the samples we received were high quality. We've had the couches for a year and a half and they look as new as the day we got them!

Couch quality is fantastic and very well made and comfortable. The buying process was great and the ability to choose from so many colors and sizes made it a premium option compared to competitors. The only two issues was with the delivery time and the quality of the delivery team. The delivery time went well past the estimated time and the delivery team was pretty poor and there was basically no protection on the couch when it arrived (luckily there was no damage). The delivery crew did not make an attempt to call when they arrived and simply left and then tried to charge almost $200 for a missed delivery fee. It took a while to get sorted with dreamsofa, but to their credit they removed the fee and the couch finally arrived undamaged. All in all, the couch is great and it’s holding up very well after a year of ownership. And that’s with multiple kids.

TLDR: DreamSofa sold us a sofa based on incorrect renders and didn't reach out tell us. Then they lied about refunding our order. Only a dispute with Affirm could claw our payments back. As a kicker, some customer service is extremely likely to be AI. Empty promises and only being updated when prompted are the norm. Check other negative reviews for similar stories. --- This is my four month long headache from DreamSofa. I've marked a I've marked commentary with "red flags"🚩. MAY We ordered a Mykonos Sectional during a Memorial Day sale at the end of May 2026, selecting the "choose your fabric later" option, ordered swatches, and figured we'd have a couch in a couple months. We receive swatches a week later. Some were different than what we had ordered. Looking at the website for renders of our swatches, we noticed that the Mykonos Sectional render *looked different* than when we ordered. I saved the image, so I could say for certain we didn't make a mistake. Confused, we set up a call with a design assistant. JUNE On a call, service rep Marissa tells us that the website was "being updated" during our order, but what is now there is correct. Also, that unavailable swatches were replaced with the next closest ones. 🚩 So they knew the website was incorrect - during a holiday sale. Things happen, but they didn't reach out to customers that were affected. Not a good sign. 🚩 Replacement swatches are fine. But why not communicate this with a notice? I should have cancelled here, but we needed a couch and didn't hate the "corrected" renders. We put in an order for more swatches, expecting to make a decision the next week. Over two weeks pass. No package, shipping notification, or update email. I ask for an update and "Mico Torres" responds that they are "looking into this". Never receive an update, but we get the swatches a few days later. 🚩 The customer service only gives updates when responded to. I later suspect "Mico" of being AI (see end). JULY We ask for renders of specific swatches that aren't available on the site. Two days later "Mico" responds a couple days later with pricing information and a promise that "I am still coordinating with our design team" on renders. A week later, no response. I ask another question unrelated to the renders. "Mico" responds that the have "encountered some technical problems with their rendering tool that has left us without the ability to generate those images for you at the moment". 🚩 Technical issues seem too convenient. If you don't want to, just tell me. Two months in an we haven't finalized an order. AUGUST We decide the vibe is off, decide to cancel. I decide to call due to spotty email. The rep tells me there is no one to call for cancellations, but they will put a ticket in for me. I give a reason: the couch we ordered does not exist due to website issues. I receive a "I will personally update soon" email same day. Another week passes with no updates. I request an update. Two days later "Mico" is "personally looking into the status of your cancellation with our management and finance teams" and are "working to secure the necessary approvals". 🚩 How many approvals do you need to cancel an order?! How many teams? Finally, Marissa responds. They apologize for the delay due to an unusually high volume of requests. 🚩 This is the same excuse listed by another reviewer. They present me two options: 1) Proceed with order, with choice of any fabric with no additional cost due to the delayed swatches. 🚩 That was not the main reason for my cancellation here. Proceed with cancellation, but "less our 3% cancellation/credit card processing fee". 🚩 I didn't use a credit card, I used Affirm. I respond to the email, making them know how ridiculous it is that I'm being CHARGED FOR A MISTAKE THAT THEY MADE. SEPTEMBER Next day, Marissa states they are waiving the fee and the refund should be complete in 24-48 hours. Two days later, Marissa notifies that my "order cancellation request has been successfully processed". Affirm says that the money could take up to 10 days to show up in my account. 10 days later. No cancellation. No refund. 🚩 Ok, so they just lied about the refund. I send another email. "Mico" responds they are "personally tracking this". Four days later, no update. I've lost any hope that I can resolve this with DreamSofa directly. I open a dispute with Affirm directly, attaching all of the emails with customer service. Another 10 days later on Sept 29 - over four months - Affirm resolves the dispute in my favor. Headache over. 🚩 While writing this I had a suspicion that "Mico" might not be human. I copied all emails from all reps over to an AI detection service. Only those from "Mico" get a high confidence of being AI generated. This explains the empty promises, and only sending info when prompted. Note that others might be as well.

This is our experience with DreamSofa, and it may not be the norm for everyone. We ordered a couch from DreamSofa, and it took about three months to arrive. The timeline itself was expected, so we had no complaints there. Unfortunately, the delivery and refund process has been extremely frustrating. DreamSofa uses Metropolitan Warehouse for delivery, and we paid for white-glove delivery service. We were told that we would receive a notification when the delivery team was approximately an hour away so that someone could be home to receive the couch. Instead, we were not given an accurate delivery window, and the delivery team left when we were only about 10 minutes away. We were initially told that we would need to pay another $600 to have the couch redelivered. After going back and forth and providing evidence that the agreed-upon delivery notification had not been given, they eventually agreed to cover the redelivery cost. During the second delivery attempt, the Metropolitan Warehouse delivery team noticed cracks on the bottom of the couch and grease stains on the sides. According to Metropolitan Warehouse, the condition of the couch was not acceptable, and they wanted to take it back. After speaking with DreamSofa right then and there, we ultimately decided not to accept the couch, especially since Metropolitan Warehouse was refusing to complete the white-glove delivery and setup because of its condition. A DreamSofa representative, Karla, then promised us a full refund. However, DreamSofa intentionally waited for weeks to process the refund so that the charge would fall outside the window in which we could dispute it with our credit card company. We are now expecting a refund of approximately $3,000, and they are no longer responding to our emails. Karla had been very responsive throughout the process and made us believe this would be taken care of, especially given how poor the overall experience had been. We simply wanted to resolve the situation quickly and move on, since these things can happen, but the company has continued to drag the process out. First, we were charged $600 in redelivery and fuel fees on a $3,000 couch, and now we are still waiting for the promised refund. At this point, we have been going back and forth with them over email for about three months. On the upside, the couch itself did appear to be good quality, so if you can get past the delivery issues, there is that.

Very happy with our Dreamsofa, it is as comfortable as we hoped and holding up well!