Name: Sofology
Rating: 1.21

“Ten weeks after "loosing" my order and over 9 hours on the phone plus 10s of emails to the none existent customer services still haven't received my sofas. Never again Sofology you are probably the worst company I have dealt wit, so sad as your shop staff are brilliant and your sofas stylish.”

Helpful Report

Posted 3 years ago

“Have no idea why Sofology are getting away with all the issues they have, why are trading standards not looking into this? I eventually got through on the phone after 2 hours waiting, was told I had to pay 30% to cancel the order, an order that looks like I'm never getting. So not only will it cost me £600 to cancel order, I still have nothing to show for it. I'm now going to print off loads of leaflets and stand outside stores and let other potential customers know of these huge issues. The trustpilot ones are obviously fake and created by bots. An absolute sham and a scam, time to take action.”

Helpful Report

Posted 3 years ago

“Poor quality sofa. Seat has lost all shape over one year and when they came to visit was told that’s what to expect for a cheap sofa £1000 for a 2 seater sofa. They feel a years life is about what you can get out of a sofa for one person living alone who works full time.”

Helpful Report

Posted 3 years ago

“Don't bother! My experience has been terrible & the worst customer service I've ever received! Ordered/paid for 2 x sofas 4 Feb 21. Everything great at point of sale & couldn't be faulted. My Sofology account set up the next day with anticipated delivery date mid-April. Blanket email received day before saying phones busy & there are delays due to lockdown but deliveries are still being scheduled & they are emailing customers as soon as delivery can be arranged. Heard nothing further so chased end June. Couldn't get through by webchat or phone so found an email addy. Got a reply saying someone would call the next day about delivery but nobody did. Chased a few more times by email to mid-July but heard absolutely nothing. Hung on the telephone for an hour end of July & did get to speak to someone vaguely helpful who confirmed both my sofas existed & that one had made it to the correct local depot but the other was still 150 miles away. She would get it moved over to the local depot & call me when but, needless to say, nobody did. Emailed 9 August to say enough was enough, I was disgusted & unless there was an immediate resolution & apology I would be cancelling. Got a holding reply with anticipated 72 hour response time but heard nothing so telephoned 20 August but couldn't get through or leave contact details. Also checked My Sofology & saw the first change in there since it was set up back in Feb namely (& very worryingly) that my order details had disappeared & were now completely blank! So I got solicitors involved who sent a letter by post & email on 25 August. The email bounced back undelivered from the very address Sofology tell you to use in their T&Cs (!) so the next day the solicitors sent it to every Sofology email address I have used since first dealing with them & within 40 mins their Complaints Department (complaints@sofology.co.uk) were on the phone processing a full refund which hit my bank on 28 August signalling THE END OF A LONG & GALLING EXPERIENCE. It wasn't the delivery delay that caused this opinion. It was the lack of contact to and from this company. I note they have a new update on their website at the time of writing but they should be sending that info out to their customers or, at the very least, updating people's My Sofology accounts.”

Helpful Report

Posted 3 years ago

“We have just been conned by Sofology. We waited all day for the delivery of our sofa...and yes, you guessed it, our sofa never came! No phone call, no text and no email. We're fighting back. We have been in touch with the BBC Watchdog Sofology investigation line and Martin Lewis's recommended complaints line and we intend to contact our MP tomorrow. We had no idea about Sofology's horrendous treatment of its customers but having read these nightmare reviews, we now bitterly regret our purchase. However, we intend to fight this and encourage you to do the same. Sofology is a big company and adverse attention will have a very damaging impact. We cannot stand by and let Sofology get away with this - contact your MP and television consumer programmes. Don't get mad, get even. Please fight back. Dr Chris Penny”

Helpful Report

Posted 3 years ago

“Scandalous organisation bordering on being fraudulent. Have not delivered sofa ordered in May, we have been into the store twice, written, phoned, emailed. No one replies. This company is a disgrace.”

Helpful Report

Posted 3 years ago

“This company is defrauding customers by taking money, not delivering goods and refusing to deal with complaints. We are over £1000 out of pocket. Complaints to Customer Service are ignored and it’s impossible to speak to anyone.”

Helpful Report

Posted 3 years ago

“Had purchased sofa online in good faith. I was told it was a cancelled order. Little did I know from the purchase day till now I would be left without my old sofas and to now without any sofa at all in my house. It all started on the delivery date in June 2021 to have the delivery cancelled on the day. That was not too bad as a replacement sofa came not on the promised day but two days later still no phone to let us know but they just turned up. When we got delivered the sofa we ordered, it was not a cancelled order, it was a shop floor sofa and came with damages. We were told to contact the office, took me 1 hour 45 minutes of waiting to get through, to be told we can have the delivered sofa returned and to be replaced with the same alternative. I have also purchased a 4 seater new, to be told they can deliver the set and would have a call back to let me know with a delivery date. 3 weeks has gone by had no call at all. I had then called waiting this time got 1 hour and 17 minutes to be told I shall get a call back the following week with an update of delivery. Once got a call back on a the following week Wednesday (though I had fully paid for the sofa) 10th August 2021 - the sofas had been sold to alternative customers in the 14th August and they have taken delivery of the items on the 26th August 2021. I have been waiting for a call back from the managers / been two weeks into September and still waiting. The have full payment from me but no sofa from sofaology there is a lot more that I have not added as it would take me at least 30 minutes to type. What a f”ing joke. Still no call, still waiting times of over an hour to speak to someone”

Helpful Report

Posted 3 years ago

“Dont know how sofology get good reviews on trust pilot and nowhere else. This company has treated us with total comtempt. We have spent months trying to have our complaint dealt with. Three weeks ago told the emergency complaints team would be in touch within 24 hours. Still waiting. We have been left with no alternative than to seek legal advice and disgusting puddled leather sofas. They should be investigated by trading standards. I would advise to never use this company!”

Helpful Report

Posted 3 years ago

“3 failed delivery’s…waited 4 weeks and every time they lie. Take time off work and it never arrives. Wait 3 hours every time to for a phone call. Their disgusting. What makes it worse their trust polite reviews are fake. They use a service from India to fake them. They use bots who create new accounts etc. It’s all automated and dont be fooled when they mention a name too. On top of this I took the sofa on finance to boost my credit, as it’s 0 interest. Now I have had to cancel the order and effected my credit for no reason..usually when they do a search it goes down but once the payments are paid on time it goes up. But now it won’t go up as im not paying for the sofa. Their effecting peoples lives”

Sofology 1 star review on 11th September 2021

Helpful Report

Posted 3 years ago

“Got a delivery date and time slot. They simply didn’t turn up. No contact. Impossible to get in touch with them.”

Helpful Report

Posted 3 years ago

“Ordered sofa in May delayed until September but accepted delay due to problems wirh shipping. Delivery arranged for today given time slot of between 12 and 4 on message yesterday. WHERE IS MY SOFA ??? Waited all afternoon still not arrived at 8.30 tonight no comunication from sofology and unable to get in touch with them as there is over 1 hour wait on telephone and I very much doubt that there will be anybody to answer after the wait. Will be going into store tomorrow and will require an answer. Also got rid of old sofa so have nowhere to sit and suffering with medical problems !!”

Helpful Report

Posted 3 years ago

“Had a delivery slot sent for 0800-1200 today. It is now almost 1700 and no delivery, phone call, email etc. We have had to cancel other appointments for this delivery. My wife is currently “10th” on the phone to them. Absolute joke”

Helpful Report

Posted 3 years ago

“I made an order eith them over the phone in august 2021 of one of their clearance sofa’s. We agreed to have it delivered on the 30th of august, the sofa did not arrive neither did I receive any communication to let me know that it wouldn't arrive. The next day i gave them a call, a lady called Natalie noted down my complaint and promised that she would get back to me and has emailed all relevant parties to find iut where my sofas are. She did not get back to me. Since then i have called sofology every single fay on my lunch break and been on hold for hours. Two days later i called again after being on hold for an hour and spoke to a gentleman called Matt, he apparently arranged for loan furniture to be sent to me on the 7th of September however that also did not arrive. I was also liaising with him over the sofology web chat to which he stopped replying to. If i do manage to get through to anyone their only response is that my sofas are in the wrong warehouse and they will email the relevant parties and get back to me with an update. It has now been nearly two weeks since my sofas have not arrived, i have got rid of my old sofas, i am out of pocket £400 as i am self employed and took 2 days off to accept these deliveries and my 3 year old and 1 year old children are now sitting on the floor.”

Helpful Report

Posted 3 years ago

“Never had replies with my order and was never able to make a booking, absolute scam”

Helpful Report

Posted 3 years ago

“Please don't buy from here. Just don't. Buy from anywhere else but not here. This whole place is a mess and you will be left wondering why did I not take notice of the thousands of bad reviews. Honestly, these guys are horrendous.”

Helpful Report

Posted 3 years ago

“Totally disorganized supply chain, unreliable estimated delivery dates, non responsive customer support. Do not place any orders with this company unless you are happy to pay out thousands with no idea when you might get your order”

Helpful Report

Posted 3 years ago

“Customer service non existent not contactable queue position 40 when you ring emails ignored still having problems 6 months after ordering my sofas”

Helpful Report

Posted 3 years ago

“Don't bother! My experience has been terrible & the worst customer service I've ever received! Ordered/paid for 2 x sofas 4 Feb 21. Everything great at point of sale & couldn't be faulted. My Sofology account set up the next day with anticipated delivery date mid-April. Blanket email received day before saying phones busy & there are delays due to lockdown but deliveries are still being scheduled & they are emailing customers as soon as delivery can be arranged. Heard nothing further so chased end June. Couldn't get through by webchat or phone so found an email addy. Got a reply saying someone would call the next day about delivery but nobody did. Chased a few more times by email to mid-July but heard absolutely nothing. Hung on the telephone for an hour end of July & did get to speak to someone vaguely helpful who confirmed both my sofas existed & that one had made it to the correct local depot but the other was still 150 miles away. She would get it moved over to the local depot & call me when but, needless to say, nobody did. Emailed 9 August to say enough was enough, I was disgusted & unless there was an immediate resolution & apology I would be cancelling. Got a holding reply with anticipated 72 hour response time but heard nothing so telephoned 20 August but couldn't get through or leave contact details. Also checked My Sofology & saw the first change in there since it was set up back in Feb namely (& very worryingly) that my order details had disappeared & were now completely blank! So I got solicitors involved who sent a letter by post & email on 25 August. The email bounced back undelivered from the very address Sofology tell you to use in their T&Cs (!) so the next day the solicitors sent it to every Sofology email address I have used since first dealing with them & within 40 mins their Complaints Department (complaints@sofology.co.uk) were on the phone processing a full refund which hit my bank on 28 August signalling THE END OF A LONG & GALLING EXPERIENCE. It wasn't the delivery delay that caused this opinion. It was the lack of contact to and from this company. I note they have a new update on their website at the time of writing but they should be sending that info out to their customers or, at the very least, updating people's My Sofology accounts.”

Helpful Report

Posted 3 years ago

“God forbid something goes wrong! Non existent customer service. Quick to take mone in store. Now stuck with damaged sofa and ruined nerves. Save yourself and your money and go to Homesence or Ikea to get off the shelf sofa!”

Sofology 1 star review on 7th September 2021

Helpful Report

Posted 3 years ago

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

Sofology Reviews