Sofology Reviews

Name: Sofology
Rating: 1.21

1.2 Rating 1,647 Reviews

4 %

of reviewers recommend Sofology

1.2

Based on 1,647 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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Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Joke of a delivery service ..no communication to say no delivery till hours later..awful service”

Helpful Report

Posted 6 years ago

“Not going to waste anymore of my time trying to pursue my complaint with sofology. This is exactly what they want. Sofology is a company that hides behind e mails. I have never experienced such shocking and at times antagonizing customer service. Complaints open complaints resolved when nothing has altered at all.”

Helpful Report

Posted 6 years ago

“Totally disappointed Totally disappointed with the lack of service this company has provided us. Was promised delivery by end of November by sales person only to find out it was mid December. Then we got a text yesterday saying delivery between 7.30 and 10.30. Called up to see where driver is and was told that I was given the wrong slot and it turns out it might not be here until 20.30. I now have to take the rest of the day as unpaid leave and when asked to speak to someone they said not possible as 48hr window is needed. I have an autistic son who will now come becoming home to a empty living room and will not understand why he has no where to sit. I will not be recommending this company to anyone as they do not provide any kind of service. This is probably the worst retail experience I have ever had. So after wasting the whole day not having my complaint dealt with and being lied to about delivery times and terms and non existent conditions imagine my suprise when at 7.31pm I receive an email to be told that my sofa won't be delivered on the 18th. As it stands I have no confirmation as to when my sofa will arrive and I'm going to have to take another day unpaid leave and hope and pray that the delivery happens. An absolute disgrace”

Helpful Report

Posted 6 years ago

“infact I would not even give this company a star. I am disgusted at how the customer care. intact no not customer care bout the heads of customer services. their lack of empathy and no care attitude. my sofa delivery was delayed by a week. I was expecting delivery Monday so sold my sofa on a Friday to make space. Saturday I had a call to say was delayed and be delivered following Sunday. I wasn't happy bit io explained my husband has a severe hernia and had a transplant. he cannot sit on the floor . if they could send a loan sofa . they would not have it at all. I kept getting that all management will say is no. what a un -cooperative company you are. lack of understanding quick to take your money. I will never ever recommend you to anyone. you have no customer support. your staff are just told to say they understand. But it is the management that needs to understand. your company has caused me a great deal of stress and my poor husband has had to sit I his bedroom . I am so upset and I know you don't care .!”

Helpful Report

Posted 6 years ago

“Terrible service Took 3 weeks longer than date arranged, couch sent back wrong order and refuse to refund me. If I want the couches back I have to pay 300 more. Very bad company I would never use sofology again and advise everyone else not buy of them”

Helpful Report

Posted 6 years ago

“Very bad service,changed delivery date with out informing us.I ordered sofa and called them more than 5 times on delivery date and didnt delivered with out informing us.over all very bad service”

Helpful Report

Posted 6 years ago

“Too long a story to bore you with. The short version is the they delivered broken furniture to us, I complained, they sent a man out to repair it, we are not happy with the repair. Now they refuse to refund or replace the footstool. This has been going on from April. Now they are refusing to reply to my correspondence. Do not buy from this company.”

Helpful Report

Posted 6 years ago

“Delivered 27th October 2018 4 seater Laurence £2500-£2600 in mist colour. On delivery I highlighted a badly creased arm and a patch in the middle back rest which was totally different in pattern to the rest of the sofa, in full show approx 6x7 inch. Delivery man said “let it warm up and it will all go away”, brilliant! After using the sofa for a couple of hours we noticed the leather was not tight and could be pinched together it was that loose. Really unacceptable the one in store was very tight. The seat was sagging within 2 days. After 1 week creased arm remained badly creased and the arm piping was not straight. Contacted Sofology within 14 days and was told to do daily maintenance, brilliant! I asked for the sofa to be returned due to poor quality. Person on the phone said I can’t return it under 14 days distance selling because I bought it in store? Really???? I explained I viewed several sofas in the store and the lady asked for my email so the ones we’d viewed could be emailed to us. I made the purchase online or via being hounded on the phone after the visit. Either way card payment and distance selling. Sofology again said the purchase was made in store and I can’t return it. My advice is to always purchase away from the store then you are covered under the distance selling act. Sofology asked to send an expert to view the sofa. Under protest and making it very clear I will only accept a return the “expert” was booked. Prior to the visit I viewed the sofa in the store and asked how long it had been on display, response a long time. I took several images of the in-store sofa to demonstrate the one I have is unacceptable to the expert. In store I showed images to the assistants and they agreed it’s unacceptable. Technician visited and agreed saying sofa needs returning for loose leather, creased arm and sagging (notes manufacturer liability), funny Sofology won’t send me the report. Expert also said “THE PATCH” right in the middle of the back rest is belly leather and sofology wouldn’t accept that as faulty but did agree it stsnds out and shouldn’t be used in that area. Wow, the pattern looks as though it’s been tangled in a machine when being pressed and really stands out. Several friends have noticed the patch. Do Sofology really think that should be used in such a prominent area???? If only Trust pilot allowed images potential customers could see what they deem as acceptable. In fact I will post a link shortly to some images, watch this space! Sofology contacted me via email suggesting they will repair the sofa with no other option available. Strange the expert said it needs returning! I refused any repairs in writing. I also asked for all communications to be in writing. Once again Sofology asked to perform a repair and suggested this is what the technician said.....but didn’t send a copy of the report. Again in writing I refused any repairs. While waiting for the issue to be resolved I see Watchdog has targeted Sofology. Another review site came up in the google search “Sofology reviews” and wow I wish I read the reviews before making a purchase. Sofology don’t seem to understand the concept of in writing. I asked for all communications to be in writing and they still phone. Had enough of them and will contact watchdog, ombudsman, trading standards and my card provider. Paid for delivery £50-70 approx. It took 12 weeks to arrive from China. Emailed to arrange a slot. Had to pay £30-£40 more for a Saturday delivery so at least £80 for delivery. £2500 for one sofa and sofology charge for delivery. My advice read the reviews, you don’t get what you see in store!”

Helpful Report

Posted 6 years ago

“Do NOT buy from this company! Lovely showroom, and salesgirls. Absolutely appalling after sales service,well, there is none. Arranged a delivery date,telephoned 4 days before, to take full payment of the £2,500, the texted to say they couldn’t contact me by phone (untrue), would I phone! and then told there was only partial delivery! Given a date approximately one month later for delivery, not contacted, spent literally HOURS on the telephone, nobody answers the telephone, live chat, or emails. No delivery date. No contact. Obtained a refund by sending a Special Delivery letter to the Sofology Chief Executive Officer, name derived from free Companies House information, stating that I was going to take Sofology to the Small Claims Court for Breach of Contract, and Misrepresentation. AVOID THIS COMPANY.”

Helpful Report

Posted 6 years ago

“Customer services do not exist the donor reply to emails either very bad thought they were going to improve there device since complaints of tv but no still bad”

Helpful Report

Posted 6 years ago

“Not a happy customer Over a week ago was expecting my sofa to be delivered. My husband has had to work away this week and would not normally leave me on my own for a week. He had arranged for me to visit my daughter so I wouldn’t be on my own When I had the text message from yourselves telling me you would be coming tomorrow I arrange to go tomorrow after you delivered my sofa. In preparation for the sofa to fit in our living room my husband got rid of it on Sunday as I wouldn’t be able to move it as I am disabled. Today you have cancelled the delivery because someone sent it to the wrong depot this is not my fault. You can deliver it on Thursday which is no use to me as I’m going to my daughters and have to have the delivery next Tuesday and I have nothing to sit on only my bed which is fab till next Tuesday You stated in your text to me if I didn’t receive it tomorrow I couldn’t have it till after Xmas but you can do it next week We had to pay £99 for delivery as we were up here but this is not our fault and we have made arrangements because of your confirmation of delivery tomorrow I am not at all happy with this at all and my husband who is away is appalled that when he comes home on Saturday we have no furniture to sit on Thanks A very unhappy customer”

Helpful Report

Posted 6 years ago

“Sofa came heavily damaged and have taken over 5 days (each day spending 45mins to hour) waiting for someone to answer customer service. Very unsatisfying.”

Helpful Report

Posted 6 years ago

“I wish I watched Watchdog before we bought. They are very good at spending money on the shopfront and advertising but as soon as they have your money it all falls apart. The sofa is damaged, the customer service is awful, when you get in contact they fob you off with automated responses! They even know their own service and product is so bad that they have created templated email responses ready and waiting for your complaint! We had penciled marks around defects that they knew about, sent it anyway and told us in an automated response that its a sign of authenticity! Buy a sofa elsewhere and be warned.”

Helpful Report

Posted 6 years ago

“We received our sofa and matching footstool that we ordered in Thurrock store. We did not see the footstool as wasn't on in store at the time, but were told and shown measurements and were happy with that. Everything was delivered ok and the sofa is very comfortable, however the footstool is higher than the sofa, making it very uncomfortable to sit with our feet up. I have just got off the phone with Steven Bell from the thurrock store who told me his one in store (and as per internet) is 38cm high. Our one is 40.5cm high, the wooden feet alone standing at 5cm. I had contacted sofology several times and was told that did not count as a defect and the sizing is not always accurate. Nowhere does it say this on their website, in store or on our forms. I finally unscrewed the 4 feet myself and it is now lower than the sofa which is more comfortable. However it slides as no longer has feet on it and apparently sofology thinks this is suitable! DO NOT BUY unless you make them sign a contract saying they will delivery EXACTLY what you ordered. This is awful and upsetting and a total waste of money!!!!”

Helpful Report

Posted 6 years ago

“My sofa was delivered damaged , my floor was scratched , it’s been over a week still no one has called me back and still unable to get through to anyone to make them aware, very very disappointed”

Helpful Report

Posted 6 years ago

“OK, here's my experience - sofa arrived with some superficial damage, but Sofology sent out an upholsterer who sorted it. Very happy with my sofa and would recommend. I was terrified to read all the negative reviews after ordering and my own experience implies some QC issues, but the sofa is really good.”

Helpful Report

Posted 6 years ago

“We found the perfect sofa and chair for around £4500 and were just about to sign on the dotted line but after reading the reviews in here there is no way I’m buying from them.Thank you all for your reviews and saving me from the same fate.”

Helpful Report

Posted 6 years ago

“Not even worth one star. The sales team were very quick to sell us the product and advised changing our address prior to delivery would be a ‘simple phone call’. After more than three hours on the phone over a week the team admitted this wasn’t the case and it would need to go through multiple systems to approve and so delivery would be delayed. Eventually the address change went through and delivery was booked. I took the day off to ensure this situation was resolved and got a text on the day saying that they would have to cancel as the suite was in the incorrect depot. So no one had noticed this until mid morning of the day itself?! Apparently it will take one week to transfer the suite to the correct depot so now awaiting delivery on 15th but I am not holding my breath and now concerned regarding the quality of the product after reading the other reviews. As a comparison we purchased our other suite from DFS on the same day and had excellent service. It was delivered efficiently and professionally and have been enjoying the sofa for weeks now with no hassle at all. Unsurpsingly the sofology complaints team aren’t even acknowledging emails either. Avoid at all costs!”

Helpful Report

Posted 6 years ago

“Why do I have to give ONE star? They are not worth even one. Delivery delayed until after Christmas but we have already disposed of our old suite in anticipation of the promised delivery. Asked the salesman at the time where it is manufactured, he said UK, turns out it is China and the transport delay is the problem. Cancelled and ordered from DFS (made in UK). Wasted hours calling their call centre about deposit refund, was on hold last night for 68 minutes 22 seconds!!! DO NOT BUY FROM THIS COMPANY!!!!”

Helpful Report

Posted 6 years ago

“Hi @Sofology @SofologyHelp I’m absolutely disgusted, after ordering a sofa and chairs for Xmas (in mid October) I had a call yesterday to da they wouldn’t be delivered in time for Xmas?!! Would you say this was acceptable?!!”

Helpful Report

Posted 6 years ago

Sofology is rated 1.2 based on 1,647 reviews