DreamSofa.comReviews of dreamsofa.com

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.

After two weeks of waiting,... we were sent the wrong fabric swatches.

Purchased a Brussels sleeper in Hepburn Apricot. The sofa that was delivered looks very little like the photographs or renderings on the website that buyers are supposed to make their orders from. The specific complaint is the detailing along the seatback. The photos on the site show deep darting, and well defined decorative lines. The sofa that showed up does not have those well defined details. In fact, they’re almost imperceptible which gives the sofa a cheap look which is a shame because the sofa was certainly not cheap. The sofa is brand new, but the Hepburn fabric does not give the impression that it is going to be durable long-term. Sofa also took more than a month longer than I was originally told when I made the order. I would certainly not purchase anything from this company again, and recommend others to be very careful with their selections.

ordered my sofa on August 25, and was told it would be 4-6 weeks for completion/delivery. I am now entering my ninth week, and still have no sofa. I do not receive any information on the progress unless I reach out to them. three weeks ago I was told my order would be a priority and someone was assigned to my order to personally monitor it.........that has not happened. the latest was last Thursday when I was contacted by the shipper letting me know I would receive it either Sunday, Tuesday, or Wednesday. it is the latter end of Wednesday, and I have not heard a peep (since that last Thursday call). very disappointing customer service with this company ***UPDATE*** Dream Sofa claims my sofa is finished and in the Delivery Drivers hands. The Delivery Driver claims he tried to pick it up, and it isn't ready. Somebody is lying to me here. JUST BE HONEST AND UPFRONT WITH THE CUSTOMER. Good or bad, the truth will be accepted. but when you start lying or placing the blame elsewhere, you lose me and anyone I know as a customer!

I bought two sofas from them. The sofas were fair . . . not great not awful. The customer experience, however, was beyond awful. Their delivery agents were downright crooks, and ended up holding my (already paid-for) sofas hostage until they could extract a few hundred extra dollars based on spurious arguments. I would never ever deal with them again, and consider yourselves warned.

If I could give 0 stars I would this whole experience has been a nightmare and much like the other bad review on here, I am given NOTHING but excuses. I don't even have my couches yet to which I was promised they would be ready by mid NOVEMBER. The pattern is empty promise, failed, apologise, don't fix it, give excuses, and then empty promises again. I would be told swatches would be overnighted to me. I sent images and color samples and stated I wanted swatches of colors similar that are AVAILABLE, to which I would be told "omgosh we have the perfect color I see exactly what you are looking for, and we have it we will overnight these swatches to you." 10 days later no swatches. 5 days later the most bazaar colors farthest thing from what you ask for, and then repeat. EXCUSES and frustration. This whole experience has been miserable and annoying!! RUN and DO NOT ORDER FROM Dream Sofa if customer service, integrity, and prompt service is what you desire.

After several attempts via email to get in contact and help with our sectional making a squeaking noise Karla C finally responded. She asked us to send a video of the issue/noise happening so we did. The first email back was sorry its not covered as we determined it is a third party/your fault it was mishandled or abused by you. Second email stated the same thing as above and I left a review here. Within 20 min of leaving a review Karla C. Gave me a call explaining that somehow it was escalated to her production team within 20 min of leaving my review and determined that it NOW was something they were going to take care of. They even asked me to remove my review. I obliged and figured they were going to take care of the issue and I have an agreed upon email clarifying they were going to make it right. I emailed 3 days after they said they were going to fix it and was told to give them until the end of the week to get back to me. Well the end of the week came and left without an answer until I reached to confirm that they were still working on a resolve to get someone to come and take a look at my sectional. I finally received an email stating that Kies upholstery was going to come and take a look with what was wrong with my sectional. I got the phone call from the owner of Kies Upholstery who was pleasant and wanting to make sure the sectional was fixed properly. He came over today 9/14/21 and said that our sectional arm does have something lose that is making the squeaking noise. He then went on to say ( Karla C from Dreamsofa informed him to tell us that the noise it is making is normal and does not need repairs) Asking another company to lie for your product is shameful. The owner of the upholstery place was shocked and offended that they encouraged him to tell us this. Thank goodness the man from Kies upholstery has honesty and integrity because DreamSofa.com clearly has none. I have asked for a call from a manger but have not gotten one yet. For paying almost $4,000 for a sectional and ottoman one would think they would want to help customers with issues they have. My warning to ALL is avoid buying from dreamsofa.com and I give you my word that this review is 100% truthful!