I ordered my sofa and armchair back in June 2021, with a delivery date in September. My delivery was delayed 3 times, with no communication from Sofology. The only information I had was on the online portal. No one responded to my emails asking when I should get rid of my old sofa. I finally got a confirmed delivery date and the delivery drivers turned up during the 4 hour assigned time slot. But they turned up with a 4 seater sofa instead of the armchair! The response from the deliver drivers was very unhelpful, saying that it had a label with my name on it. I showed them my order, clearly an armchair and not a 4 seater sofa and they accepted that it was wrong and agreed to take the sofa back. Upon calling customer services and being on hold for an hour, I spoke to someone who put me on hold for half an hour whilst they emailed the depot, only to then tell me to wait a week for them to call back and see if they can find my armchair. If not, then they will have to reorder it, which will take another 5 months. I ordered this chair with a 3 month delivery timeframe. To have to wait 10 months, with no apology, no offer of compensation or discount, is an absolute joke. I’ve asked for an email confirming what’s happened and what we’ve agreed, but they refuse to put anything in writing and have just said they’ll call me back in a week. I already know that they won’t. In the meantime online it says my order has been completed and successfully delivered. Someone is meeting their SLAs by lying, with no thought for the customer. Sofology charge a premium and therefore I was expecting a premium service. This is shocking. The communication is non existent, they’re disorganised and the customer service team try their best to help but clearly aren’t set up for success here. Why can’t they call the depot and only email? It’s crazy that they can’t diagnose whether the issue is that the supplier has sent the wrong item, or if the delivery depot has placed the wrong label on the wrong item. They should have records of the stock received from the supplier! It’s basic business sense. All I can say is, the best investment I’ve made this whole time is a giant beanbag from IKEA.