All of Sofa.com's items are lovingly handmade to order and they take pride in ensuring your beautiful new sofa or bed arrives in perfect condition. On the rare occasion where this doesn't happen, they will always strive to resolve the issue efficiently.
Sofa.com have a company who works alongside them called Homeserve who will come to your home and assess the issue. If they can fix it there and then, they will. If this is not possible they will update Sofa.com so they can decide on what further action needs to be done to resolve the problem for you.
If you do need to report an issue to us, please provide us with as much information as possible and if you can include some images, that will really assist us in helping resolve this promptly for you.