DreamSofa — Local services in Campbell

(My name is actually Michelle, I can't get it to change in my Google profile) (Update: After my review was posted, I was contacted and told that I would receive a replacement sofa bed mattress. This one was checked for length before leaving the warehouse, so I am upgrading the review to a "4" from a "3". Dreamsofa, you guys have great products. But, you need to work on your communication and shipping) I had a flood upstairs in my home, and I was trying to find a replacement sofa that I liked. I found this company online and was intrigued. I really wanted a tufted back sofabed, and those are nearly impossible to find. I did, however, purchase one from this company. I have mixed reviews. Getting my house fixed back up was a nightmare, and when I found this company, I only had a few months left on my insurance claim. Ordering was not at all easy. Initially, communication was great. But promises were made that were not fulfilled. A phone meeting was forgotten (it happens). Re-scheduling the meeting became very difficult. Swatches were promised but not sent. Then they were supposed to be over-nighted to me. They weren't, and I live in Michigan (the company is in CA). I was in a panic by this time, because my claim was ending in a few days. I was finally able to order this right at the end of my claim. Delivery is contracted out, and it wasn't all that pleasant. Deliveries are scheduled during work hours and are for the entire day. The delivery guys were not very friendly and weren't proficient in English, so communication was a struggle. I love the material. I was told that it is pet friendly and can be washed. It is a magnet for pet hair, but if I brush my hand over it, it literally comes right off. The material is soft and comfortable. The sofa bed, however, is very short. I am 5'4", and my feet almost hang over the end. I contacted the company right away, and that hasn't been a great experience. Mattresses are supposed to be 72" long for the full sized sofa that I purchased. Mine is 4 inches short. Instead of replacing the mattress, they have sent me a copy of a notice that the lengths can vary up to 3". Mine is off by 4". They said that if they send another mattress that it will probably also be off. But then they told me that I can PURCHASE another mattress from them, instead (how that one wouldn't be "off", I am still wondering about. I have sat on the sofa about 6 times. It's only been here a short time. With the warranty promises, I am disappointed that I have had to go back-and-forth about this thru email. (No one ever answers the phone. You have to leave messages and wait for a reply). The sofa is beautiful, as promised. I love the material thus far, because it's soft and pet hair removes easily. Ordering was a struggle. Communication is hot and cold and gets very frustrating. Delivery made me grumpy. Thus far, the warranty fixing (which I asked specifically about before ordering) has been disappointing. (In the pic below, the pillows were added by me and not part...

This couch is everything I envisioned and hoped it would be!!

I got a custom U-shaped Alton (they don't advertise being able to customize the layout on the website, but to do so you just need to set up an appointment with one of their designers). I chose the Durham-Tangerine fabric. It is super vibrant and the texture is soft and cozy. The legs on this couch are Espresso, but basically look black in reality which I'm cool with.

As for the comfort level, this is where it was crucial you speak with a designer. I definitely wanted it to be soft but also hold up as long as it could over time. In my initial phone call with the designer, she mentioned that the "plush" level with the built in springs would probably be a bit firm for what I was looking for and kind of stay that way forever. She recommended the medium level named "the wave" and I am very pleased with the softness 10 days into owning it. It was a little bit bouncy when I received it, but as it breaks in, it's nice and comfy. The overall build quality is very good and holds up to the $5.5k price tag, no disappointments in that department. I first spoke with a designer on 7/15, ordered on 7/29, and ended up receiving the couch on 9/20.

My only gripe: all communication/correspondence after the initial phone call with the designer felt like pulling teeth. This includes both before and after I placed the order.

I ordered the couch two pretty excruciatingly long weeks after first speaking with the designer. I would email a few questions to them, and no matter when I sent it, they would always reply at about 4:30pm the next business day. This happened 4-5 times wrapping up details before clicking order. It's a big investment, I had questions and tweaks to make like anyone else would have, but a second phone call or a dedicated customer support team for this would have made it 5x faster. I often forwarded my email to their support email to get my message replied to. I wanted to order my couch asap because I knew it would take a while, but when I had to wait one or two business days after every email, it got frustrating quickly.

Ok, so fast forward to when the couch was done and ready to ship from their factory in LA. I knew it shouldn't be more than a few days to reach me in Vegas. Their customer service told me the local delivery company would call me one week prior to the delivery date to coordinate the right time so I can be home and receive the white glove service. I ended up being called the morning before it was delivered. Luckily, my wife was going to be home during the 7-9am window they gave us, so it was super short notice but obviously we were stoked to finally see it.

Overall, amazing couch. Very disappointing customer service. 5 stars because it's all about the product I received, and I'll have this beautiful couch for years and years! If you are ok with waiting a while, I really don't see any reason why you wouldn't love your...

UPDATE Feb. 2025: Karla took care of us! My concerns were the baggy cushions and softness of the seat, after we upgraded. We lived with it and gave it a good chance, but just got worse with time. She arranged to send us new cushions for both the seat and back of the sofa and that did the trick! No more looking like a really old couch. It firmed up nicely, no more having to get up and trying to smooth things out to look decent again, it just bounces back. I am a little older and now it is easy to get up and off v.s. before. Dream Sofa took care of us, free of charge, and most of the "white glove" shipping. She agreed to a price I could afford to make this right to have new cushions sent. She also sent a video on how to get the new cases on, but I found a better way. Just turn inside out, and then make sure you line it up properly and reverse it and pull it over. It's still some work, but the not the struggle it was tying like the video. Each bottom seat took about 8 minutes to put on and zip. The seams are sewn really well. Have a buddy help you zip. The nylon zipper I feel is the weakest link of the couch, but with patience and 2 people you should be able to get it done. Thank you Dream Sofa and especially Karla for making this right and not a regret!

We ordered the 77" Paris sofa in Durham Lime Green. We went with the Wave comfort level. We are really impressed with the whole process from start to finish and customer service was the best, especially Karla with following up in both phone calls and in emails. Delivery was exceptional and living out of state was tax free, which was a plus! The sofa was extremely well made and comfortable. I had concerns of the fabric and they were exceptional with answering my questions and also keeping a file for future reference. If doing it over, I would have probably chose the firm cushions, just me having it here, but the medium is fine. I added the striped pillows, and the cat haha, (not included) A+ in quality and A++ in customer service!

January 2024 update...The material seems to be baggy on the bottom cushions in the center and don't have the bounce back it once had and back cushions are loosing their shape, going more to the round than rectangular shape. The back cushions are not a formed pillow, rather just fiberfill and tend to round out, the bottom seat is not as firm as I'd like it to be having upgraded, and compresses when you sit on it. While it's still comfortable, it needs flipping and smoothing to make it look nice, starting to sit lower than I had anticipated.

January 2025 Working with Karla, she reached out and addressed the issues we are having and solving the problem. Customer service is top notch and they do listen. I will update with new photos and review soon once we get it all fixed. Karla...