Experience in store is lovely, staff are helpful, knowledgeable and kind. Customer service is beyond poor. Agreed time abs day of delivery. Delivery was late with no notification it was going g to be late. I was worried as I needed to pick up my daughter from school. Called customer service and I was 58th in queue so on hold for about an hour then gave up. I emailed customer service who said yes I would receive the sofa by 7pm that evening. I explained I needed to leave the house to pick up my daughter from school. I got the same message saying it will be delivered by 7 pm rather than by 2 pm as the agreed time. Sofa spot was to have a defect so Boxing Day contacted customer service. The advisor put me on hold 4 times to find me a slot for the technician to visit my home. She was only able to offer me one day in January, the one day I have to be at work. She then said because I had ‘declined’ that one day I would have to call back in January to see if anything else was available. She was cold, showed no sympathy and kept repeating that’s the only day available and I have declined. I forgot to say that when I was emailing customer service and I asked to please be sent the complaints procedure 3 times and I was just ignored. I will never shop here again and will tell my family and friends not to either. They waste so much of the customers time abs show not a shred of understanding. I don’t know who owns sofology but they need to sort out their customer services very quickly. It was a very expensive sofa too so I expected much better.