We made two visits to the SOFOLOGY store on Teesside Park in Stockton before deciding to order two leather sofas with fixed cushions, one stool and scatter cushions, totaling over £4,000.00. On both of our visits we questioned the salesperson about the sofas mainly about the fact of the quality of the leather and cushions and the fact that we did not want a sofa where the cushions would crease or puddle and look unsightly. We know this is possible because our previous leather sofa was almost perfect when we sold it after 7 years.
We were assured by the salesperson that the sofa we had picked would meet our requirements, it was good quality leather. We viewed another sofa in the same store and were told that the leather quality was not so good and that would not meet our requirements, like the one we were choosing. On receiving the assurances, we ordered the sofas and although slightly later than predicted they were received without problem.
We sat on the sofas on the evening of receipt and when we sat up at the end of the evening the cushions had creased and puddled badly, and a hollow was starting to develop already. The following day we contacted SOFOLOGY to report our dissatisfaction that if this was what the cushions were like after one sitting, what would they be like after several months. SOFOLOGY recorded our complaint and said that we needed to “dress” the sofas to prevent this happening. We told the SOFOLOGY representative that we knew how to dress the sofas. It’s now three months old and the cushions have deteriorated further. The leather is loose and creased and the hollow has deepened, and it is like sitting in a hole.
SOFOLOGY arranged for a technician to visit and examine the sofas and he reported that there was no structural fault. We explained that it did not meet our requirements / specification and the assurances we received at the point of sale. The technician told, us that modern day sofas were made for the younger throw away market, bought on finance, which they replaced when fashions changed, or they could afford it. They were not for the discerning buyer and even said his wife would not be happy with a modern sofa.
SOFOLOGY dismissed and closed our complaint and said our only recourse was through the Furniture Ombudsman. We contacted the Ombudsman and registered our complaint. They advised SOFOLOGY that they should send an independent technician for further review.
SOFOLOGY sent a further in-house technician who repeated the examination and again advised us that there was no structural fault. The technician demonstrated how we needed to dress the sofa cushions to minimize the creasing and puddling. This involved using a clenched fist and beating the vertical front of the cushion like hitting a punchbag with the side of the fist for several minutes. The technician went on to say that the foam in the cushions was the medium of three quality grades and would always crease and puddle. The technician had to report that there was no structural fault but understood how we felt and how bad it looked.
On reflection we should have been sold sofas with the highest quality foam in the cushions, but were never given any advice or options by the salesperson.
We contacted the Ombudsman to report that another SOFOLOGY technician (not and independent technician), had visited and then SOFOLOGY arranged another independent technician. The independent technician repeated there was no structural fault.
All the way through this saga we were told no structural fault, but our position was that at the point of sale we hade specified our quality requirements and received assurances from the salesperson that the chosen sofa would meet our requirements and that we feel we had been miss-sold the sofas.
The Ombudsman decided that as the sofas were not structurally faulty, they rejected our complaint and we could not provide any evidence of the assurances we had received from the salesperson, which really means that you should record and discussions at the point of sale.
We intend to further pursue this through trading standards and other means where possible, but we would strongly urge people to avoid SOFOLOGY. We wish we had read some of the other reviews before ordering.
3 years ago
Sofology has a
1.2
average rating
from
1,647
reviews
Book your activation call by clicking the button below. Or call us now on
+1 213-325-5109 .
Book a Call
Alice, Customer Support
Start Your Free Trial
Thank you! Now Check Your Email...
A member of our team wil be in contact shortly to discuss your existing contract and the next steps to take.
We've sent you a link to verify your free account. Click the 'VERIFY ACCOUNT' button in the email to complete activation and access your REVIEWS.io dashboard.
If you have any issues then please open chat to talk to a product specialist.