Sofology Reviews

Name: Sofology
Rating: 1.21

1.2 Rating 1,641 Reviews

5 %

of reviewers recommend Sofology

1.2

Based on 1,641 reviews

Shipping & Delivery
Delivery Methods	Courier, Own Driver
Average Delivery Time	Over A Month
On-time Delivery	Greater than 26%
Accurate And Undamaged Orders	Greater than 54%
Customer Service
Communication Channels	Live Chat, Email, Telephone
Queries Resolved In	Over A Week
Customer Service	1.2 out of 5
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

About Sofology:

Sofology - Leather & fabric sofas, sofa beds, corner suites in hundreds of exclusive designs at low prices Feel at home on a sofa you love with UK

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Sofology 1 star review on 3rd December 2024

285

Anonymous

Anonymous // 01/01/2019

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“We were miss sold an insurance policy for our leather suite with a company called Castelan during our purchase . This appears to be the company practise when making a purchase . Casterlan are awful and didn't actually cover what would have been expected. Please read other review sites Buyers beware !”

Helpful Report

Posted 1 year ago

“Trustpilot reviews Thanks for your review! Sofology - Glasgow shaan ali 6 reviews GB Rated 1 out of 5 stars 11 hours ago Stinks The in store service was perfect, premium luxury experience, sign the contract and then fast forward to the worst experience of my life with a big purchase. They gave a delivery date that is set in stone because the sofa is made brand new it will be there on that date which I should say was nearly a three month wait but anyway, you wait. You expect the same stellar service throughout after they hook you into the contract I should say but no! I have a slipped disc and a 8 week old daughter with colic and a 5 year old and we live in a two bed flat, the only way I can lay comfortably is in bed or supported. Y the sofa in order to help with the baby. Anyway we put the old sofa out the night before for an uplift and ready for the new one with nowhere to sit the night and most of the day before as you've no choice who has the room and they don't remove your old one. So the delivery is trackable all day and they say that if you want to change or anything that you will pay a surcharge of £99, the delivery team according to the tracker we're on course to deliver all day and then suddenly at 6:20 in the evening 3 hours and 25 minutes into are time slot the guy phones and tells us sorry not gonna make the night the customer service will call within 24 to 48 hours to rearrange. Oh my God you can imagine the disbelief, I begged him told him my circumstances and got no empathy from him at all just monotone repeating the same thing sorry mate can't help you. Bare in mind that at this point the phones are all off at customer service and delivery so I go into store and tell them they send a big email and the couch comes the next afternoon, a day too late in my opinion but if it was all there I have said I could have just been a unhappy disgruntled customer and moved on but no they finish try to leave and I say where is the footstool/ coffee table like 7 hundred pound it cost and they say aw we'll check the can, no nothing there again someone will be in contact with you through customer service, fast forward to today 2 days after and they say that it will be delivered earliest Sunday ,again i explain this isn't good enough we signed a contract and they should uphold there end. There is a complete lack of communication with us and between the store and the depot for deliveries, they will not give me a way to complain to the head office or someone higher I'm met with a brick wall every one says they will raise the issue, passing the buck I don't feel there has been any accountability for what they have put us through mentally and were meant to just like it or lump it. I should say that they say they will cancel the delivery fee of 99 pound and that's all they can do but I have said that I don't care about the money I want to complain to the most senior person I can and be heard and get an apology from them and also just to get it sooner but no sorry Mr ali there is nothing more we can do and we're not a compensation company one lady from customer service said today on the phone, absolutely disgusting. Bottom line I will never shop there again and would advise anyone else not to regardless of the way they make you feel in store like first class on a plane, they outsource to a delivery company that doesn't know the head from there tail, completely incompetent . It all stinks and I'm gutted absolutely gutted at what they have done”

Helpful Report

Posted 1 year ago

“Our sofa was delivered on the 1.6.23 and within a week it looked 5 years old. It had lost much of its firmness and support and the leather had stretched. We complained and have been complaining ever since but just get the usual run around from customer services. Apparently you need to plump your cushions everyday and that will magically rectify the problem of a substandard product. It is impossible to plump cushions effectively if they are attached to the frame and according to a professional upholsterer we contacted completely unacceptable to expect people to do this on a daily basis and in her opinion Sofology had used very poor quality products in the production of the sofa. We are in a pursuit of a refund and it is currently in the hands of our credit card company. PLEASE read the Angry Sofology Customers of Facebook Group and be warned.”

Helpful Report

Posted 1 year ago

“The delivery time i was told on point of sale was up to 7 weeks . Or if i could accept before to let them know asap . I rang two days later to say id like delivery as soon as poss . After several calls various emails i got no ans other than there is a delay . How long i asked one week 2 werks a month 2 month i dont know is the only ans i got . My seven weeks was up on 31st august so i emailed called still no date given we are now on 8th sept 23 other than its in a wharehouse waiting to go to another wharehouse . How long now then i asked not sure was the reply . Emails replys were not even proffesional my grandaughter could have written better . If id read the reviews before i bought id never have bought as they get ur money over 4k and dont care. ..iv had to cancel a holiday waiting for delivery and still waiting . Iv had nothing to sit on causing me great stress .”

Helpful Report

Posted 1 year ago

“Have never in my 60 years experienced such hideous customer service. Spent £4,000 for sofas that look like I've made them myself. We're on the second set as first set had a gap so huge between the seats (recliner) a baby could have fallen down it. Second set has the sAme issue with seats Nd headrest not aligned. They look awful. My husband is still waiting on their laughs fly appreciated service to get in touch. I would NEVER use again nor would I recommend. I'm so bitterly disappointed. My issue is with the company as a whole not a specific store”

Helpful Report

Posted 1 year ago

“I'd NEVER buy from Sofology! Bought a sofa 5 years ago from Crewe store. Seams disintegrated after 5 weeks. Went back to store- Staff gave me cold shoulder and junior manager took me to farthest corner of store to avoid other customers hearing about the faults. Couldn't deal with it so he sent me home with a customer complaints phone number. Took me ages to get through to very curt woman who was aggressive and demanded ( not politely asked for) photos of faults. I sent photos. She phoned me back and agreed there was a quality issue. Waited 8 weeks for replacement. Despite being assured same fault wouldn't recur it happened again but 18 months later. I couldn't be bothered to report it. Most uncomfortable sofa now too. Didn't stand the test of even a brief time. Company's attitude stinks and products are not fit for purpose. M and S or John Lewis next time for me!”

Helpful Report

Posted 1 year ago

“We were very pleased with our sofa to start with. It still looks great but is no longer comfortable. The foam has fairly much collapsed. A technician has visited and says the foam is not covered by warranty.”

Helpful Report

Posted 1 year ago

“Please, NEVER EVER BUY A SOFA FROM THIS COMPANY!!! It has been a painful experience from start to finish. After nearly 11 months from our original order we have only just got to the point where we have a sofa that is something CLOSE to what we ordered. Apologies in advance, this is quite a saga but the following will give you an idea of what you could be letting yourself in for! We ordered a Cricket corner sofa on the 10th September 2022. The original delivery was made on the 6th November. It had the following problems: The corner section and the single seat section had the wrong colour cushions - different colour piping when it should be the same colour piping. 5 missing legs (for the corner section). The joining brackets were misaligned at all interfaces so we couldn't connect the individual pieces together properly. There were brackets on the end of the single section where the terminal piece sits - these shouldn't have been there as the terminal piece is moveable and does not have corresponding brackets itself. The corner section under the cushion was not as firm as the adjacent pieces (seems like it was missing something inside) which means that the cushion on this section sat around an inch lower than the others. Sofology sent the missing legs. They then decided that the other problems were too difficult to resolve and that it would be easier for them to send a whole new sofa. This seemed like a huge waste but they chose to do this rather than resolve the individual issues. The second sofa should have been delivered on 22nd January in the afternoon. We were told over the phone that the delivery would be in the afternoon as it included a collection of the first sofa. They also sent an email to confirm afternoon delivery. The delivery company (not Sofology) attempted to deliver in the morning when we were out. They called me, I said that we were out and that they should be delivering in the afternoon. The delivery driver said he would call the office and call me back but never did and the delivery was not made in the afternoon. Sofology then tried to charge us a £99 delivery fee for not being in! We had arguments with Sofology over several phone calls with some of the Sofology employees being rude and argumentative. They insisted that the sound recording from the phone call they made to us to arrange delivery was retrieved which we agreed to as we knew they'd stated an afternoon slot during that call. Sofology never provided the recording to us but instead we received a phone call to apologise to us, remove the £99 from our account and give us £200 and flowers as an apology! The replacement sofa was then delivered to us on 4th February. It had damage to the corner piece (damage to the material on the front edge - very visible) as it wasn't packaged correctly, it was missing the cardboard that the other pieces had. The delivery driver advised that we should not accept it. We almost did as we'd had enough at that point but decided to return the sofa. Many more phone calls took place. Sofology said that we should have accepted the damaged sofa and that they could send someone out to repair it. We said they should repair it before it is redelivered and check for any further damage (as the sofa was not unpackaged during delivery as the damage was visible without removing all the packaging). Sofology refused to do this and said we had to take receipt of the sofa. They delivered again on the 18th March (the fourth time we'd make ourselves available for delivery). The sofa was unpackaged and there was significant damage to most of the pieces (fabric worn right through). It had to be seen to be believed that a nationwide sofa company would attempt to deliver a sofa in this condition, particularly after all of the other problems! We sent it back. We then gave Sofology three options: 1) A new damage-free sofa. 2) A complete new set of matching cushions for the sofa that was originally delivered (and we would live with the other issues). 3) Our money back. Sofology refused to provide a full set of cushions but said they would only provide replacement cushion covers for the ones that were the wrong colour and a technician to fit them. We had to accept this even though we thought the colour match with the other cushions/sofa frame would be poor. We recieved replacement cushion covers on the 22nd May but they did not come with the buttons that are fitted to the top cushions! Further emails and calls to Sofology were made. Over two months later (29th July) we received replacement top cushions for the corner and single piece. So.... over 60 emails (sent and received) and numerous phone calls (at least 30+ with at least two calls lasting longer than 1hr 20mins!) and nearly 11 months later, we have a sofa that is KIND OF close to what we ordered. The cushion colours still do not match well, we've had to move and reaffix the brackets ourselves, we've taken the brackets off the single piece and put the screws back in to fills the holes and we've put additional cushions under the corner piece to raise the cushion up level with the rest. Not bad for £3,437!!! The customer service has been abysmal throughout. Each time Sofology called us, it was always someone different and usually from the wrong department that couldn't help, having not read our emails, with the phone calls usually ending by them saying we'd receive a phone call from another department which we never did. There was never any effort made to put things right as quickly as possible, it was as though our problems were typical and the Sofology employees are used to it. We've wasted a huge amount of our own time and still ended up with a far from perfect sofa. We still feel very angry about how Sofology have dealt with us throughout. So, please, please, NEVER BUY FROM THIS COMPANY!”

Helpful Report

Posted 1 year ago

“Waited three months for our sofa to arrive, got a text 24 hours before the confirmed delivery date leaving us without a sofa and not so much as apology. The rescheduled the delivery in which when unloading from the van only have half the sofa, no one could locate the missing part. The part that had arrived had a hole in it which someone was meant to come and fix, none surprisingly no one ever came. They refunded us the delivery cost and advised we will receive further compensation when the sofa arrives. They had to build another sofa which was another 3 months wait when they came to deliver it they had no idea they had one to take away. I called to get this further compensation and was advised this cannot happen. Spent £3600 on a sofa missed days of work to receive the sofa (self employed so this meant no income for the 3 separate delivery dates). Appalling service and very disappointed by the lies.”

Helpful Report

Posted 1 year ago

“Received an email to book our sofa delivery, so sold our old sofa, got a text message confirmation on the day. Nothing turned up on the delivery day so had to call customer service and was told the sofa hadn't even arrived the warehouse. Company doesn't offer any sort of compensation for the 2 week delay and inconvenience of sitting on the floor despite it being THEIR fault. Avoid this unreliable company”

Helpful Report

Posted 1 year ago

“Delivered my sofa set after 3 months , footstool came in wrong colour . Had to ring back the customer service again and again to re order the footstool . Unfortunately took 12 weeks for the new footstool to come down .. Very Disappointing customer service .”

Helpful Report

Posted 1 year ago

“Avoid This companyWhoever left positive feedback have had never experienced any complications with them! everything is great unless something goes wrong with them! the level of their customer service and dealing with complex situations is below 0. I really regret why I chose them and bought a sofa from their clearance section. Once I received a delivery text message from them as per their advice I disposed of my old sofa and surprisingly they delivered the wrong size sofa so I had to reject it. I called their customer service and they said it takes 48 hours to search the warehouse for the correct sofa! so they left me with no sofa and an unpaid day off from my workplace! after a week someone called Cloe Mackintosh contacted me and gave me the worst customer service I ever had! She keep repeating her sentences over the phone and did not allow me to speak with her manager or any senior customer service. funny enough she did not want to refund me so she gave me a credit note with them! after all, they said we don't have the sofa so we can refund you within a week! haha, They made me go to one of their branches and choose another sofa from the same manufacturer as I ordered a couple of other pieces of furniture based on the color and material of the initial sofa. The difference between the one they FAILED to deliver and the replacement one was about £200 so again their customer service rejected this! it had been a week since their senior customer service was supposed to call me and it never happened. They did not even refund me so far! They put me in so much trouble and ruined my plan. So AVOID THIS COMPANY AS MUCH AS YOU CAN AS THEY ARE NOT CAPABLE TO DEAL WITH DIFFICULT SITUATION AND THEY KEEP REJECTING THE CUSTOMER.”

Helpful Report

Posted 1 year ago

“They promise that it will be ready in 6 weeks with estimated delivery times on the sign in portal only for it to be delayed and delayed. Service is good when they are selling you the sofa however the after care is very poor.”

Helpful Report

Posted 1 year ago

“I bought a 3 seater persion sofa, that was reduced as it was showroom piece and delivered within 2 weeks.. I got a 2 seater on finance, waited for 4 months for delivery, after 1 month buttons fell off thread became loose it was so poorly made. I refused to keep it and asked them to take back. I ordered a smaller chair in Its place for which I waited another 4 months for delivery. In the mean time I still have the two seater which they were collecting when delivery of chair arrives. So kept it covered so no ware occurred as it was going back, when chair arrives it looked poor quality and cheap, bearing in mind it was 1,399, looked more around £300 cushion was full of lumps. The stress, anxiety that it's took, a year from first ordering and still not happy. I can't pay that money for this chair it not worth it I have asked them for compensation for the stress this has caused me. If they give a discount on the chair I may keep it, if not it's going back, I cannot warrant paying that amount of money for what it is. This company advertises on TV, so you expect it to be good quality furniture. My experience has been awful. As for the showroom 3 seater sofa, not a problem, much better quality, big difference, I assume all in showroom good quality, as that is why people buy, but those that are made to order don't fit the same standard”

Helpful Report

Posted 1 year ago

“Delivery problems like always. Don’t expect otherwise. Forget to leave cleaning kit so do you think they will come back and give you ? NO. Will send parcel and week later still nothing has arrived”

Helpful Report

Posted 1 year ago

“Placed two orders on 1st April, sofa (ex-showroom) and a matching foot stall (new). Sofa delivered within 10 days but arrived with no feet and the back was badly damaged. I was told by the driver they will arrange parts to be ordered and a technician to come out. The last 2 months have been a nightmare. Wrong parts ordered, no response for weeks and nobody over the phone or email could confirm actual parts ordered. My sofa (8 weeks later) is still the same as when it arrived and I have just been told it will be 4 weeks before correct parts arrive, what a joke. So I currently have a damaged sofa with no legs! As for the foot stall I was told it would take 8 weeks lead time to make and I’d be contacted for delivery. Just rang Sofology (it’s been 8 weeks) for an update and have been told my order was marked as “no delivery before 20th May” which means they have only just started processing it. So I have waited 8 weeks only to wait again for them to actually make it. Nobody in customer service can explain why my order was put on hold until 20th May and there is no way to speed it up. Seriously awful when you’re spending thousands with a company.”

Helpful Report

Posted 1 year ago

“Further to my previous review of my daughter's purchase and the missing cushions.... sofology said they would give her £100 compensation as they could not fulfil the order..... when she never heard anything she took them to the small claims court.... that lit a fire under them.... almost immediately they got in touch..... apparently they were refunding the £100 by knocking a small amount off her direct debit payments over the four year term of the loan!!!! £2 odd a month....... but the customer service advisor agreed that as this arrangement had not been relayed to my daughter by email their communication left a lot to be desired so the advisor refunded my daughter £135.00 on the spot - £100 for the cushions and the £35.00 county court fee. I assume her direct debit payment will return to the origjnal figure. A result eventually after 6 months.....!!”

Helpful Report

Posted 1 year ago

“we purchased a set of 2 Accentures, which after a late delivery, they arrived one with feet and the other one without! It was very kind of the lorry driver to provide us with a spare set of feet that he could find in his truck. However, when I contacted customer service to request a color change of the original feet, they refused to do so, saying: "we can only provide the original color." This is the worst and the most imperfect way of serving a customer especially when you purchase a set of chairs with a value of £1000 but they refuse to change the color, which would cost them only £16 or even less!( we could simply find them on Amazon.) The customer service was very disappointing and unsatisfactory. No sympathy was expressed over the phone call neither any attempt was made to rectify their mistake or correct their disorganized service. I'm not sure about the quality of the product since it's pretty new, but definitely don't recommend the customer service.”

Helpful Report

Posted 1 year ago

“Don't spend your time purchasing in their attractive and gorgeous stores, as the reality it's completely different, in a TERRIBLE way! I ordered a 3 Seater Sofa Fluted Isla, 2 Seater Sofa Fluted Isla & a Care Kit, on 26/12/22 and I was excited as I booked my delivery for 11/03/2023, even though it's one week later than they promised. The nightmare started when the driver realized (inside my house) that they didn't have the 3 seat sofa in the lorry. Can you imagine my expectations after 3 months after I bought my Sofa when I see the lorry parked in front of my house? As soon as they said that, I refused the delivery as I thought in an innocent way, it's complicated to solve if I receive only part of my purchase.I spent one hour with the Customer Service that day, stressing myself out with no answers. Day after day, week after week, I spent a month struggling with them, stressing myself by phone and e-mail and they even knew where my sofa was. All that I could hear was "Sorry". It's more than 50 sorry in total, losing my precious time contacting them to have my rights. One month after the first try, I finally received my 2 and 3 Seats Sofas on 12/04/2023, but they forgot my Care Kit and the Sofa has some issues. Can you imagine that? More mistakes with the same customer!I hadn't had enough stress for them I thought. In summary, they don't have plan B for their issues, they are slow with their process, they don´t care about their customers! I could rate 0 with no regrets! I'm never going to buy anything again from Sofology and I'm certainly waiting for a better apology than words. I´m still trying to book an engineer for a day that I´m available but it seems impossible as they don't have availability. They told me by email on 30/03/2023 they certainly look into some form of gesture to apologise for these issues once the items are in my home but until now I haven't been contacted and received anything from them.”

Helpful Report

Posted 1 year ago

“Mis-sold a £2000 sofa that’s not fit for purpose. The salesman pulled a blinder persuading me to buy the useless extra guarantee as well. Worst sofa I’ve ever sat on. Hard, hurts my back and I have osteoporosis making me wish I’d kept my old (but comfy) sofa. They won’t acknowledge blame, are actually putting the phone down on me when I call the store (what professional company does this?), have had customer service and the store manager speak to me like I am a criminal. I decided to treat myself to a new sofa instead of going to New York for my 50th. I actually feel suicidal about what has happened. Lost my money, despise the couch which I need to get rid of as I can’t bear the sight of it and will be paying for it for the next 3 years to top it all off. They are thieves. Stay away!”

Helpful Report

Posted 1 year ago

Sofology is rated 1.2 based on 1,641 reviews