Sofas Direct

I have bought many sofas & artifacts from the fabulous girls at Sofas Direct – My many clients have loved the items I have suggested from SD - the feedback has always been positive and I am sure to buy many in the future. Show details

Great after-sales customer service – Purchased sofa from Sofas Direct, Armadale. After-sales customer service extremely helpful. Slight issue addressed promptly & successfully. Locally made & great quality. Show details

Disgusting after sale customer service – When we were purchasing our sofa the service was very good and the sales person even came to our home to advise us on our purchase of the Willow lounge suite. However now after 3 years the feather filled cushions have collapsed and not at all comfortable to sit on. I have now been dealing with their customer service for about two months trying to… Read more

get someone to come out and have a look at the cushions. They keep telling me every week that the manufacturer will get in touch with me but to date have had no contact with manufacturer. They were happy to come out while I was purchasing from them, now nobody is prepared to come out from Sofas Direct. In fact today when I called [Name Removed] in customer service, she actually slammed the phone down on me while was still talking. Is this what you call customer service??? It was down right rude! Not sure who runs this company as there is no way of contacting any senior person in management.

Beyond disappointed – To say we are extremely disappointed is an understatement. We ordered the Sofa early January. Initially the service seem great. We were told 14 weeks as everything was pushed out because of the new "covid normal". Which was fine. But even with the excuse of "lockdown" which was a total of 6 weeks, making maximum 20 weeks till delivery we are… Read more

still not even close!!! We also were told we could use the sofa as a gift registry for our wedding. MULTIPLE guests had an impossible time getting hold of them or being able to pay money. And we are not entirely confident all monies paid went to our sofa - without asking guests who didn't provide a gift if they put in or not we will never know if this was the case, but given the issues others had I am highly suspect that there was enough organization for funds made their way to our sofa. That aside, we have had to chase multiple times for delivery date and each one there has been no follow through to say its not being delivered. We are now told next Friday - not holding our breath. We also asked for a discount given we have waited 6 months and was assured a call back today. No surprise there wasn't one. We also asked 5 weeks ago for yardage on a chair - still don't have it. But given the experience we will not be purchasing from them. I am beyond upset but the dismal service given the prices of the sofas - which we were happy to pay but not when we still don't have the product!!!! Follow through is the big take home Sofa Direct

My Favorite Sofa Store – I've been meaning to write this review for a while but time got away from me. I purchased my first piece from Sofas Direct (South Melbourne) about 10 years ago - a Balmain double sofabed, and then a few years later I purchased a Watson double sofabed. The quality, look and comfort of these have been outstanding, and they are still like new. Late… Read more

in 2018 I decided to replace my living room sofas which were falling apart, and I spent hours looking at furniture sites but could not find the look and durability I wanted. I finally went back to Sofas Direct (Hawthorn) and decided to go with a 3 seater and a 2 seater Bendigo sofa - the style and comfort were ideal, coupled with the fact that there were a huge range of upholstery fabrics to choose from. I am delighted with these sofas - they are so comfortable and durable, and they suit my 1930s house. There were no manufacturing flaws and the quoting, sales, and delivery processes were straightforward. I think these sofas will outlast me, to be honest, and I recommend anyone looking to buy a sofa to check out Sofas Direct if you want really solid and comfortable furniture.

Top quality product with expert service - 10/10 – I have high standards of quality and service, and I was very satisfied with the entire experience with Sofa's Direct. I'll admit, when I was researching where to buy some arm chairs, the existing review from anonymous30 scared me! I had already had a good experience perusing their store (Richmond) and speaking to the sales staff about what we were… Read more

after, looking to match our other furniture etc. They were really forthcoming with ideas about styles and materials and weren't just out to sell us anything/the most expensive option. So when I saw the review below I was a little hesitant to continue with them.

In the end I looked at quite a few other places over the next few weeks but they had the style we were after and had some great interior design tips on contrasting colours and matching with what we already have. I did some research and found out they're a family business that has 5 stores and has been in business for 13 years, so I figured surely if it were really that bad I'd expect to see more bad reviews or for them not to have had the success they have? I actually brought up that I had seen this bad review to their manager (as the review also made my boyfriend nervous), and asked if they were aware it existed. As much as I like to listen to the voice of the public, and really value online reviews, because this was the only bad thing I had heard about them I wasn't prepared to completely discount them from my list of options. I also believe in letting the vendor have their say too, they're people as well after all!

It turned out they were aware of this review and told me their side of the story too, where they really felt they had delivered a quality product and were reluctant to just give in. They're genuinely disappointed that the customer wasn't happy, but I think the main thing to note of that whole saga (now I have read/heard both sides of the story) was that Sofa's Direct won at VCAT, not because they'd been paid for, but from the evidence and after they brought in both the chair in display and the product that had been made, and they viewed and sat on them and could not tell any difference. They even put more padding on the chairs for free but the customer still wasn't happy. Also, this was the only time they had ever had to deal with VCAT in their 13 years in business.

So I went ahead and ordered two arm chairs and an ottoman in a grey marl with charcoal piping....and we're thrilled with the result! They've come up really well, are comfortable and we get loads of comments on how great they look & feel already. So I suppose as well as giving them a good review, I am glad I didn't let that one bad review below deter me. I appreciate honest reviews and I think it's just as important to give credit where it's due to a product/service as it is to give feedback when you've had a negative experience too.

I am testament to the professional service and quality of their product, and I am quite a discerning consumer that doesn't give good (or bad) reviews lightly. I would post a picture (yes the novelty of the chairs & ottoman hasn't worn off yet!) if I could of what we bought but I can't seem to in this forum. So to sum up I would recommend to family and friends, we're happy customers. :) The expert advice and honest service, reliable and quality product. You can tell they take care and pride in their business and offering. The only con is the negative review posted on this site - unfair and not at all reflective of them. It almost scared me off!

Great Sofas – Great products and “The Sofas” in particular!! As it’s 100% Australia made so it’s of great quality. Super friendly staff, great customer service. All in all good experience with sofas direct. Show details

Top services and products! – Really loved the variety and quality that Sofas Direct offers in affordable range. The sales team seems very kind and efficient. In particular i would like to mention about Shaina, who helped me through choosing the range without being a pushover and gave great ideas to set up the interiors for our living room using their wide range. I would highly recommend the Sofas Direct, Fitzroy store to pick up any furnitures. Show details

Great sofas – Had a great experience with sofas direct really good workmanship, style and comfort quality is good 100% Australian made worth the money. Also the sales staff is very helpful and friendly with exceptional after sales service. Show details

Terrible service, communication and quality control – I had some of the worst service that I have ever experienced with Sofas Direct. Our sofa was delivered to the wrong specifications, there was very poor communication, promises about providing the right sofa were not kept, there was very poor coordination between Sofas Direct and their manufacturer, and misleading information was provided. It took… Read more

three months of further hassling Sofas Direct to get them to actually deliver the sofas I had specified and paid for. An extremely disappointing and frustrating experience.

Woeful Service and Accountability – One of the worst buying experiences we have ever had. We decided to purchase Australian made couches from Sofas Direct. Initially, they were all over us with service, answering questions etc. Their service stopped just after our purchase. We had to chase them up continually regarding delivery. And we had major issues with the couches once we… Read more

received them. The couch covering didn't fit at all which was fixed by the manufacturer, but then the cushions would simply slide off the couch when we sat on it. The fabric also pilled badly. Their follow up service was incredibly rude, arrogant and dismissive. We ended up selling these couches as Sofas Direct wouldn't honour any warranty, refund etc. Just a horrible experience and I would not recommend buying from Sofas Direct at all.

How not to run a business - dismissive service and poor quality product – Unfortunately, we had a terrible experience with Sofas Direct. Rude and dismissive service, a complete lack of communication or accountability and a product that was a real let down. Super disappointed in the whole experience, please take your money to another Australian made manufacture, until they sort out their business. Show details

Personally I would not recommend Sofas Direct to anyone – In my opinion the build quality was very questionable and the customer service was aggressive and dismissive. I will not be recommending Sofas Direct to anyone i know.

Worst customer service – Fact 1: Decor looked good and I was thinking of purchasing a product or two. Fact 2: Walk up to the lady at the counter wanting to ask about a particular design of sofas. To summarise the conversation, instead of saying they don’t manufacture this model, she proceeds to convey the following messages. 1. You can’t afford it. 2. When I said it’s… Read more

an investment, she proceeded to comment about the look on my husbands face. 3. If we manufactured it here it would cost $6500. My response was yes, that’s how much I spent on my last couch and I walked out of the store.

Sofa and chair lovely, VERY POOR AFTER SALES EXPERIENCE – Our custom made sofa was purchased through the Armadale store. Whilst the sales process was satisfactory, what happened when the sofa arrived with defective stitching on the zip and rock hard cushions (we had specified that the sofa must be soft from the start), was decidedly UNSATISFACTORY,. [Name Removed] , the sales person became dismissive,… Read more

rude and decidedly unhelpful, and, to this day some 3 weeks later, has not returned phone calls or done anything to solve our problem In desperation I called [Name Removed] at the Hawthorn store who could not have been more helpful .Manufacturer contacted, problem fixed, no drama. If you want true customer service, including after sales, do not even contemplate the Armadale store, go to Hawthorn and deal with [Name Removed] who is a delight.

Workmanship not up to standard – We recently purchased a sofa from Sofas Direct in South Melbourne which was custom made. When our sofa arrived there was a section of unravelled stitching. When contacted, South Melbourne said they would get in touch with the factory so that it could be fixed. After almost two weeks, the factory had still not been in touch. During that time,… Read more

we also discovered, on opening up the seat cushions, that the filling inside was not what we had ordered. This error was in part due to the unprofessional handwritten orders/invoices which do not adequately detail the specifications of the furniture to be made.

Furthermore, the foam inside the seat cushions had been patched and glued together in order to meet the required length. The stitching was shoddy and the material was not overlocked for strength and to stop potential fraying. There had clearly been little if any quality control during the making of the sofa and certainly none before the finished product left the factory. Given that the sofa cost in excess of $4000, the standard of workmanship was unacceptable. We expressed our concerns to staff at South Melbourne and also to the owner of Sofas Direct.

After almost 4 weeks and a sharp email threatening social media and consumer affairs action, our sofa cushions were eventually remade as originally requested. However, our other concerns regarding the quality of workmanship were not addressed.

Perfect costumer service and product – Would love to congratulate the staff at sofa direct in Rixhmond . Jessica in particular was exceptional both on the product knowledge the flexibility of product viewing materials and simply made the purchase so profetional . Thank you and keep up the great customer service ...will recomend you to anyone. .. Thanks Helen

Great couch and excellent customer service – We met with Jessica in store, who managed our couch customizations, material choice and delivery with great finesse: the whole process was truly enjoyable!

Similar experience at Richmond Store – I had a similar encounter with a man at the Richmond store. My instructions in regard to the delivery of the sofas had not been followed. I pointed this our politely and then was subject to a tirade of abuse, the likes of which I had never encountered in any circumstances, let alone when i was the customer. I would never deal with him again. This occurred a couple of years ago, so he may no longer be there.

Best retail experience – I couldn't speak any higher of my experience buying a Sofa Rug and cushions from Sth Melbournd store. Carol couldn't of been anymore helpful and such a beautiful person. Thankyou so much. Vicki

Fantastic experience - highly recommend them! – I recently purchased a sofa from Jessica at Sofas Direct Richmond. The whole experience was an absolute pleasure! Nothing was an issue for them - I had to move delivery back a number of times due to delayed settlement of my new place and Jessica happily accommodated this. Amazing customer service - I would highly recommend them!

Best Shopping Experience – What's to love about Sofas Direct, Richmond? Easy answer; everything. I recently purchased a Bendigo Sofa, Ottoman and queen size Chloe Sofa Bed. Jessica and the staff at Richmond were great, knowledgeable of their product, supportive and helpful. The whole process ran like clockwork and most importantly what they said would happen actually… Read more

happened. I was notified promptly when my sofas were ready and delivery was arranged, so the whole process was a positive one. Now I have beautiful, well constructed sofas covered in the fabric of my choosing. I would highly recommend Sofas Direct before looking anywhere else.

New sofa's, Jessica gave us excellent customer service – We recently purchased 2, 2 seater Sofas from the Richmond store. When looking at all the designs, we chose the "Sutton" style, upholstered in a lovely grey fabric. Jessica was most helpful and courteous in helping make our decision in buying these sofa's, especially the choice re the fabric. We were delighted when Jessica called to say they… Read more

were ready earlier than the date we were told. They both look great in our newly painted "Fuschia Pink" room, sitting on a deep navy carpet.

Will be going back to Sofa's Direct, Richmond to get Ottoman's in the New Year.

Lorraine.

My Purchasing Experience at: "Sofas Direct Richmond" – Recently purchased a 2 seater sofa, chair and coffee tables from Sofas Direct Richmond. Found the staff courteous, friendly and very professional-they understand fabrics and the materials they work with; and have a great knowledge of Interior Design which was really helpful in my case. Delivery went smoothly and they kept me informed of the… Read more

arrival time- date and time of the delivery.

Thank you the staff of Sofas Direct for your professional advice-appreciated---ra

Supporting local - well worth it! – We purchased a 2 and 3 seater sofa (Venice), and couldn't be happier. The service we received was great. The sofa was delivered on time and has been manufactured very well. We got our sofas in the velvet material and it is just lush! Really nice to know that we supported local manufacturers. Sofa's Direct have some great products, and are worth taking a closer look at.

Exceptional customer service – We recently bought the Profile Sofa (1x2.5 seater and 1x2 seater). The product is made in Melbourne as I wanted to support local manufacturing. At the time of the order, Jessica advised delivery date. The sofa arrived exactly on that day. The commitment to customer service is outstanding. The product is extremely comfortably and made to our specifications. It was the same sofa we bought 12 years ago, and $200 cheaper. Go figure that one!

Amazing customer service , great quality – Purschaded custome made ottoman and 6 seater sofa , amazing quality and time frames exceeded all expectations. Jessica was absolutely amazing during the process

High quality & seamless process!! – As an interior designer and decorator, I focus on engaging high quality local manufacturers for my projects. Therefore, for a recent project, I engaged Sofas Direct to custom make a 3 seater sofa, 4 seater sofa and matching ottoman for my client. The staff guidance and professionalism from the initial stages to delivery was fantastic. My client… Read more

loves her new sofas/ottoman and says they are SUPER comfortable! I highly recommend Sofas Direct and I am looking forward to working with them in the future.

Terrible quality for a high priced custom sofa – Purchased Match Sofa from Armadale store, told 4 weeks it took 5 1/2 weeks and when finally arrived the finished product was just appalling and a lot of lines didn't meet up and very messy joins and the bottom line was all wavy and buckled looking it certainly didn't look like a custom sofa worth $3,500, more like something picked up from… Read more

Fantastic Furniture for $700 which I mentioned to them.

I was not at all happy with this Match sofa I called up and spoke to [name removed] who arrogantly said he doubted it would be delivered like that, after sending thru picks said he would call the Warehouse and sort it out, it was collected 3 days later and (repaired) and returned later the next day and was a lot better but one section cushion was definitely noticeably lower than the rest of the Sofa as because the middle section didn't line up they seemed to just take a bit of padding out to make the line meet up.

After waiting for over a month and paying up front for this Match Sofa and then getting the Sofa back in a much better condition than first delivered but with the left side section seating noticeably lower than other two pieces and them not meeting up to centre with gaps between pieces, it was nothing like the exceptionally made display model in the Armadale store, I must say I'm certainly not at all happy with the sofa or the arrogance I received from [name removed] each time I contacted them and certainly would not be purchasing any more pieces to add to this suite which was my intention when I purchased it.

Very disappointing from a local Melbourne made family company, I certainly expected more from Sofas Direct.

Certainly wish I had purchased elsewhere as I'm now stuck with a sofa that I am not at all happy with and I certainly would recommend you steer clear of Sofas Direct as there are plenty of other furniture companies that do deliver premium quality and outstanding customer service as Sofas Direct is not one of them!!!

********UPDATE August 2016 - Just received Match Sofa back after been remade for the 3rd time, yes 3rd time ...4 times including when first delivered way back 3 and a bit months ago ... still not happy with quality of Sofa as pieces still don't align up well and fabric quite loose but supposedly that's because I want the pieces to align up (which they don't) so you work it out ....

After being remade for the second time I requested a full refund and for the owner [name removed] to collect the Sofa which was not accepted but to have it picked up and remade for the 3rd time, all the while going on there track record so far I knew it would not come back any better, but no use in demanding refund as it was never going to happen, so when it was returned a week or so later and being told they would on pick up give me a loan sofa while this was once again having a full remake so I wouldn't be left with no sofa again for the 3rd time, which did not happen and as I was upset with this ridiculous debarkle of dealing with Sofas Direct they decided to make me a ottoman (free of charge) so to soften me up a bit I guess as I had previously planned to buy one to add to the Sofa after it was first initially delivered after purchase and there was no chance now after all these months of dramas and remakes that was I ever going to spend another cent @ Sofas Direct .

So upon receiving the sofa for the 4th time, 3rd remake (are you keeping up!!!) With the ottoman, a lovely gesture but I'm guessing only done after I threatened to hand it over to my solicitor and taking them to VCAT to get a full refund, so it would have been great if the Match Sofa was perfect after all these remakes to have it to align up and match the piece beside it but it wasn't any different and the fabric is very loose now, supposedly my fault because I want the pieces to meet up with out gaps, which are still present and back line of couch where seat meets back cushion is not straight or near at all, so they made some lumber cushions (free of charge) to cover up the back miss matched lines which is not what I wanted when I purchased the Match Sofa for the straight minimal lines with no cushions on it ever and not at all what I received ...

This whole process has been the worst experience I have ever had and now have a sofa that I'm certainly not happy with and certainly don't ever wish this upon anyone. I'm sure Sofa's Direct make some great quality Sofas but I just don't think the "Match Sofa" is one of them as they seem to have a problem in getting the pieces to match ...Good Luck!

Great service and product – We took advantage of a 'Buy one couch and get 50% of a second couch' offer. The service right from the start was brilliant. The sales person, Jess, was very helpful and gave great ideas. We weren't pushed into anything and had time to go and measure up. The delivery took a little while because we ordered it over the holiday period but that was… Read more

explained to us clearly. Ultimately, it came two weeks earlier than expected. The couch is over very high quality and very comfortable. We will recommend to others. Thanks.

Great store...until yesterday – I live almost next door to Sofas Direct Hawthorn and have browsed in there a few times and found {name removed] and [name removed] terrific, going out of their way to explain things and generally help their customer. However, I struck someone else yesterday who has put me off going there again. The whole time I was in the shop he was making phone… Read more

calls, without first establishing whether I was happy to look around by myself.

In the course of my visit I asked him two questions. His reply to the first was rather curt and made me feel a little uneasy; but his reply to my second innocuous question was breathtaking. It was met with distinct aggravation that he had been interrupted with what he obviously thought was such a stupid question, his grimace telling the story very plainly. I left soon after. Plenty of sofas for sale in Richmond!

Great after-sales service – After previously purchasing a leather sofa setting from Sofas Direct South Melbourne store, we later asked if it was possible to find a matching ottoman (even though there were none in store or listed in the system). David checked all stores and was able to find one for us, which was a great outcome. Definitely recommend Sofas Direct for going… Read more

above and beyond to find this piece for us (even though it looked like there were none available anywhere).

custom made in Melbourne – After being so pleased and well looked after with the purchase of new sofas I wanted to express our gratitude via social media. From start to finish, Excellent service at the sofas direct hawthorn store, very knowledgeable on their product and especially our needs. Excellent communication skills, they listened and offered solutions, all positive. Competitively priced and excellent value for money. Highly recommended.

Great quality products, great service, great price – We had been looking for new sofas for quite a while but hadn't found anything we were both happy with. My wife happened to wander into Sofas Direct South Melbourne and saw a beautiful brown leather sofa and matching leather armchair. Due to it being floor stock she was quoted with a decent discount. I went down and took a look and they were… Read more

very comfy and well made. David (salesman) was able to do us a great deal to bundle up the sofa with 2 armchairs, a coffee table and a console. Due to it being floorstock it was available for delivery very quickly. We paid in full on the Saturday and took delivery of the furniture on Thursday. Overall it was an easy experience and we are very happy with our premium furniture, delivered quickly for a great price! Thankyou David & Sofas Direct

Great sofas! – Received our two 3 seater sofas last week and they are just perfect! They were customised to our liking (we needed specific measurements) and not only do they look amazing but they are more comfortable than our bed. The sales lady was super helpful and everything was delivered on time. Would highly recommend.