BusinessInterview
Torque Sofa Review: An Indian Founder on Sinking Cushions and Silent Inboxes
An India based founder says his ₹32,000 Torque sofa set failed inside its warranty, and describes three months of chasing Amazon and the brand.
Our interviewee is a founder based in India whose work centres on helping brands earn customer trust. He asked us not to publish his name. So when a sofa set he bought on Amazon India for about ₹32,000 failed within months, he kept records of every step. We spoke with him about what happened, how he says the brand responded, and what he believes online shoppers are not being shown.
What did you buy?
"The Torque Jett Plush Premium 3+2 seater sofa set in blue, sold on Amazon India under the Torque brand, which belongs to Torque Innovations Private Limited. I ordered it in December 2025. The listing promised premium fabric and a one year warranty. I paid about ₹32,000."
What were your first impressions?
"Poor from day one. The two pieces arrived in two different shades. For a matching set, that should never get past a quality check. I let it go because I assumed the build quality would make up for it."
Did it?
"No. Within five to six months of normal use, the cushions had sunk so badly that anyone sitting down could feel the wooden frame underneath. That is not wear and tear. That is a product failing well inside its warranty period."
What happened when you made a warranty claim?
"I complained through Amazon, wrote to Torque directly, and called their team. They told me I would have to pay for the repair, and pay again for a technician to visit. This was on a product sold with a one year warranty. My view is simple: if a company sells a warranty and the product fails in month five, the cost belongs to the company, not the customer."
How did they respond when you pushed back?
"They went silent. Weeks passed with no reply to my emails. I spent around two months going back and forth between Amazon support and Torque before I gave up on a repair and returned the sofa through Amazon. The refund reached me about 30 days after the return. Start to finish, it was close to three months of chasing a company over a product that should have been covered."
Was your experience an exception?
"That was my first question too. Then I read the verified reviews. A buyer in July 2026 wrote that the cushion sags and is not comfortable. A buyer in April 2026 said the cushion is not soft enough. A buyer in November 2024 said the product was not worth ₹35,000. Another published review describes cushions that sank completely within six months and a warranty claim the company refused. Those accounts match mine almost point for point."
You have a wider concern about how these reviews are surfaced.
"Yes, and I want to be clear that this is my belief based on what I have observed, so readers should check it for themselves. I believe the brand retires Amazon listings once negative reviews pile up and moves the product to fresh listings. The old listing goes unavailable, stops ranking, and its reviews drop out of what a new shopper sees. The listing I bought from is now marked unavailable with 19 ratings, yet Torque's own website still features a Jett Premium Fabric Sofa Set among its best sellers. If that pattern holds, hundreds of honest reviews are effectively buried."
The USA Standard has not independently verified how Torque manages its Amazon listings.
Torque markets itself heavily. How do you read that?
"Their website calls the company India's No. 1 sofa maker, claims over 10 lakh happy customers, which is one million, and displays a 4.64 star average. My experience and the reviews I have read tell a different story. Shoppers deserve to see both sides before they spend their money."
What should buyers in India or abroad take from this?
"Read the one star reviews first and check their dates. Screenshot the listing, the price and the warranty terms on the day you buy, because listings change. Ask the seller in writing whether the warranty covers labor and technician visits. If a claim is refused, escalate through the marketplace and keep every email. In India, the National Consumer Helpline and the e-Daakhil portal exist for exactly this kind of dispute."
What would a fair resolution have looked like?
"Honor the warranty you advertise without extra charges, answer your customers, and stop hiding feedback. That is the whole ask."
Torque India website: torqueindia.co
The Amazon listing: amazon.in product page
Related: The Manhattan Standard's report on the same dispute
