Sofology Reviews

Name: Sofology
Rating: 1.21

1.2 Rating 1,646 Reviews

4 %

of reviewers recommend Sofology

1.2

Based on 1,646 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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“I ordered on 19th October, the next day i was called to book in delivery for 31st October. Delivery did not arrive... apparantly my sofas were at the wrong depot. We re-booked for 14th November... it didnt turn up. I have spent hours on hold to Sofology customer services, who say its in Rugby but their booking system isnt working and it needs to be booked manually. I have complained and visited the Thurrock store, who did not care. they said they would get a Manager to call me this morning .... that did not happen either. I am going to request a refund... this Company is a joke!”

Helpful Report

Posted 3 years ago

“Fraudsters is not enough to describe this despicable company. We bought an ex display emperor settee in September 2021 for £4.000. Paid 2k deposit and took out a finance fir for the ramainder. Promised delivery date was 28th sept. A day before, they texted saying they could not deliver as the settee was still in some depot. Ok following that, you would expect some form of communication to rebook a date. Nothing, so we started visiting the croydon store practically every week. The staff were very lovely before sales. But once they get your money, they are shambolic. Inept, ignorant and display an I dont really care attitude. We were told it was the new delivery company at fault. But hey, we asked about their tracking system, none existent. Customer service line is a bigger joke, hours in queue and always number 40 plus. Eventually after weeks of going to the Croydon store, they admitted that this huge emperor settee was lost, unbelievable. So we agitated for a replacement. They managed to track one down in Rugby or some far away place. To be delivered a week or 2 after. When we got no notification, we started visiting the croydon store again every week. To our horror, joy, one of the managers started alluding to the fact that she could locate this replacement on the system. And her job ends once innocent customers are conned into buying a product from them. We were left with no settee as we got rid of the old ones not knowing that sofology are fraudsters in disguise. Then suddenly on the 12th Nov, we got notification that the settee would be delivered the next day between 0800hrs and 12.30pm. We stayed home all day, took time off work in great expectation that this beautiful settee was finally coming. Another horrible treatment, no once came and no contact to explain why. So we went to the store yesterday, joy always managers to get customer service, a lady called Rhea. Very arrogant, no manners and very condescending. Telling to listen and not shout or be angry. Unbelievable, she gave 2 options, get a full refund or a credit note to buy another product. No mention of actually honouring their contractual agreement to deliver a product that was paid for. And not to forget, they have started collecting money from my account for a product that they have failed to deliver. Tell me how this is not fraud? Anyway this arrogant Rhea then decided that she would cancel the purchase and ask for refund. Not caring how we feel or if we really wanted a refund. All we wanted was for the delivery of the emperor settee. After reading all these reviews , I feel flabbergasted that the trading standard has not stepped in to expose these jokers. I know bbc watchdog has. For now, we will shop around for a new settee and wait for our refund. Not to forget that we met other customers at the Croydon store who came to ask for a refund as their product was not delivered.”

Helpful Report

Posted 3 years ago

“I am still waiting for my sofa over 6 months after delivery, I keep trying to contact them and got through once over an hour's wait, I was assured they would look into this and come back to me but still no call back, order from this company at your own peril!”

Helpful Report

Posted 3 years ago

“Shocking service”

Helpful Report

Posted 3 years ago

“Another missed delivery and poor service. These guys need to be reported to trading standards. Their service is appalling”

Helpful Report

Posted 3 years ago

“Unhappy and disappointed throughout. Particularly, regarding the conduct of Peterborough store Deputy Manager Nick. After first going into the Peterborough store we had problems at every stage of purchase. After initially placing an order for a Tulula sofa and paying the deposit, we received no confirmation of our order or any acknowledgement at all, despite being told we would receive it over text message and email. After not receiving any confirmation of our order, we went back into the store where we found that the sales assistant had incorrectly inputted my name into the system, meaning we did not receive any order confirmation or details, despite paying a deposit for our sofa. I can understand that people make mistakes with names but if the assistant was unsure then they should ask. No apology from either sales assistant or the deputy manager. We were then told again that we would receive confirmation of our order through text and email, which we still did not receive. We then returned to the store where the sales assistant was unable to find any record of our order or deposit payment, with myself having to show staff our bank statement as proof of payment. Embarrassing and frustrating. We spent over an hour in store while staff attempted to find our order, something which should be so simple. Eventually finding the details. After changing the order, we were told again we would receive confirmation over text and email. This was again not received. At this point, we were increasingly frustrated at receiving no order confirmation or proof we had paid a deposit. We drove to the store for the 4th time and spoke to Deputy Manager Nick and explained our problem and how annoyed we were at not receiving any details regarding our order. No apology was made, with Nick simply blaming the problems on the Sofology IT system. He wrote down his name and contact details for us, with a promise to ensure we would have our order confirmed by Monday of the following week. Despite being annoyed at the lack of apology, we accepted this and waited over the weekend. The following week we had still not received any information from Sofology confirming our order. We called Nick using the number provided and asked why we had still not received any information, or heard back from him despite his promise. His response was probably some of the worst customer service i have ever experienced. Not only was there no apology from Nick, but he described our concerns as “not his top priority”. The fact that poor customer service is not at the top of the Deputy Managers priorities is frankly beyond me. He was rude and unprofessional. While still on the phone to Nick, my partner indicated we would like to make a formal complaint and asked how we could do this. Nick was silent and did not answer the question. After we suggested head office, Nick replied “Yeah i suppose you could write to head office” in a sarcastic manner. The fact that we had prompt your staff to reveal how make a complaint is disgusting. Almost immediately after ending the phone call, i received our confirmation through on text and email. This obviously indicates that IT problems had nothing to do with our issues, and was purely down to Sofology staff incompetence and lack of action to rectify our complaint. Despite all of this, we continued with our order and waited the excessive 6 months for our estimated delivery date of the 18th June 2021. The date that was quoted by multiple staff in the Peterborough store as "the last date that we would receive our sofa”. Once again Sofology let us down, we did not receive our sofa, nor any communication as to when it will arrive. The sofa eventually turning up 2 weeks late. Our formal complaint to the company was also never replied to, and it’s almost impossible to get through to the customer service team (30+ people on hold). AVOID!”

Helpful Report

Posted 3 years ago

“Bought two settees March, arrived in July. Good so far. Different coloured legs on the sofas. Delivery guys said they would get in touch with manufacturers. I also went back to the store within a few days to let them know. Have been back to the store several times and they are apologetic and promise it will be sorted everyone. It is now November and excuses are still the norm.”

Helpful Report

Posted 3 years ago

“I ordered my sofa and armchair back in June 2021, with a delivery date in September. My delivery was delayed 3 times, with no communication from Sofology. The only information I had was on the online portal. No one responded to my emails asking when I should get rid of my old sofa. I finally got a confirmed delivery date and the delivery drivers turned up during the 4 hour assigned time slot. But they turned up with a 4 seater sofa instead of the armchair! The response from the deliver drivers was very unhelpful, saying that it had a label with my name on it. I showed them my order, clearly an armchair and not a 4 seater sofa and they accepted that it was wrong and agreed to take the sofa back. Upon calling customer services and being on hold for an hour, I spoke to someone who put me on hold for half an hour whilst they emailed the depot, only to then tell me to wait a week for them to call back and see if they can find my armchair. If not, then they will have to reorder it, which will take another 5 months. I ordered this chair with a 3 month delivery timeframe. To have to wait 10 months, with no apology, no offer of compensation or discount, is an absolute joke. I’ve asked for an email confirming what’s happened and what we’ve agreed, but they refuse to put anything in writing and have just said they’ll call me back in a week. I already know that they won’t. In the meantime online it says my order has been completed and successfully delivered. Someone is meeting their SLAs by lying, with no thought for the customer. Sofology charge a premium and therefore I was expecting a premium service. This is shocking. The communication is non existent, they’re disorganised and the customer service team try their best to help but clearly aren’t set up for success here. Why can’t they call the depot and only email? It’s crazy that they can’t diagnose whether the issue is that the supplier has sent the wrong item, or if the delivery depot has placed the wrong label on the wrong item. They should have records of the stock received from the supplier! It’s basic business sense. All I can say is, the best investment I’ve made this whole time is a giant beanbag from IKEA.”

Helpful Report

Posted 3 years ago

“DO NOT USE SOFOLOGY Just because they have Owen Wilson on their TV adverts and charge high prices, dont be fooled into thinking they're a reputable high end company, they are a SHAMBLES! Ordered our sofa in the clearance section purely because we didn't want to wait 22 weeks for delivery, we settled for the colour that was on sale and our sofa was delivered (not straight forward as i kept getting texts to say i could book my delivery online but i wasn't given any options on My Sofology to do this! Eventually it was resolved with numerous phone calls). Sofa arrived, the following day we went to put it together and noticed one of the terminals was missing! After speaking to 2 people on 2 different occasions i was told they're trying to locate the missing part from their warehouses. 3 weeks on and no missing part has been found, we are paying £52 a month for this sofa which is incomplete. I have been told if the part cannot be found the only 2 options are for a full refund and collection of the sofa or we pay the extra to have a brand new sofa (which would then come with a long wait time!) either way, we don't want anything to do with Sofology now and unfortunately have to find a new sofa and wait weeks for delivery :( will be advising anyone I can NOT to use sofology!! Hideous customer service.”

Helpful Report

Posted 3 years ago

“Bough a £3300 sofa in June 2019 delivered sep 2019 beautiful sofa leather. One year later seat pads stretched and we both get numb bums sitting on it ( both of us under 9 stone) dh puts a cushion on top for comfort I sit on the floor. Done the recommended plumping after use ( I never did this once with my old sofa) Had my last sofa for 15 years did not have this problem, gave it to my mother who sill has it now, the problem is that sofa is better looking than my one year old sofa I would be lucky to get £50 on gumtree. Ringing up is a nightmare can't get through.”

Helpful Report

Posted 3 years ago

“We ordered a new 3 piece suite and we’re happy to wait 14 weeks for delivery. We were paid the full amount and after 11 weeks given a delivery date with a time between 7:15 and 11:15. At 2pm nothing arrived not phone call to say they were delayed. We tried to call Sofology help line and was 68thin the queue. After 25 minutes we were 44th and at this point we were cut off. At the same time I tried the online chat line but I have still not had a response. I went to the store and they were clearly not interested and said they have no way of knowing where the sofa is or if or when it will be delivered (3rd party deliveries). At 4:30 we received an email to say it would be delivered the next day between 7:15 & 11:25. However 10 minutes later we had a call from the delivery driver to say he was 10 minutes away. They were 2 fantastic guys who were very helpfully but do not work directly for Sofology. They said they are given 20 minutes to park, unload, install, unpack, construct, remove packaging. This is not realistic. They were rushing and it still took 40 minutes. The management of Sofology need to take their heads out of there arses and get real. Sort the communication routes. If I had read the reviews I would never have bought a sofa from them. I gave 1 star but it’s only because it won’t allow 0. Thank you to the delivery guys who are obviously being unfairly treated. I will never recommend Sofology to anyone. No contact by phone, email, or live chat or answers from store!!!! After sales is absolutely disgusting.”

Helpful Report

Posted 3 years ago

“Do not buy a sofa from this company. They are an absolute joke. First agreed collection of old sofa on the 18th October wasn't booked by the store. Was told to leave it outside and they would arrange collection after the delivery of the new suite which was booked for the following day. The delivery never happened. Emails, live chat and on hold for over an hour and a half, no one got back to me. I had to call the local store directly who said that they would get back to me. I had to ring them back three times to see what was happening. Finally a two weeks later someone called me, followed by an email confirmation,to say the old furniture would be collected yesterday and new delivered to day. The old furniture was collected but guess what? The new hasn't arrived! On contacting the store it appears that it hadn't been booked for delivery. What a joke! So we have no furniture to sit on and a promise that someone will call me on Monday or Tuesday. I won't hold my breath.”

Helpful Report

Posted 3 years ago

“Worst company by a country mile. Bought sofas at start of June. Spent a lot of money. Delivery date pushed back from Sep to October to November. Customer services is non existent. Over 3h wait time to be told absolutely nothing on delays and failed promises. After 4.5 months given delivery slot. Stayed in all day, arranging family to come up and paid extra for childcare. No delivery despite being reassured that the delivery van was on route and “stuck in traffic” on numerous occasions throughout the day. Next day no call back. After long wait I was then informed that the delivery van was not out to deliver sofas as they have not been time stamped and therefore still not been built. You can imagine how I felt. An absolute shambles. Cancelled my order by going in store. Managed to get a full refund at least. They should not be allowed to trade. An utter disgrace of a company. A number that works to get through without spending 3h on hold is the delivery number 020 3738 8875. They have access to notes and can update you (if you believe them)”

Helpful Report

Posted 3 years ago

“Zero stars. Failed delivery. Faulty goods, two failed collections, have finally brought the rubbish products back myself and are currently sitting at the front of the Cannock store if you want to come and look at the terrible quality ! Nobody in store can sign to say that they have the goods back! TOTAL THIEVES!!!!”

Sofology 1 star review on 12th November 2021

Helpful Report

Posted 3 years ago

“Had very bad experience 3 times with these people. First time i was told not to buy sofa from outside your town and if anything happens I will have to go to the sofology shop where we bought the sofa from. WHICH IS LIE. Second time was when I found few items in clearance and wanted to but them but they did not honor the price and said it was an IT error and wont give it to me on that price. Looks like they advertise one thing to lure people and dont sell them actually. WHICH IS A SCAM. Third time was when we actually placed and order waited for sofa delivery on the day. Number of emails were also there for confirmation. Sofa didnt arrived so we called then they said that sofa is not available. WTF who does that. WHICH IS A COMPLETE FRAUD.”

Helpful Report

Posted 3 years ago

“ABSOLUTELY AWFUL. THIS COMPANY SHOULD BE ASHAMED OF THEMSELVES. WHY ARE YOU ALL LYING TO CUSTOMERS. STOP AMKING A FOOL OF THEM AND TELL THEM THE TRUTH!!!!! e”

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Posted 3 years ago

“How about we all get together and hire a lawyer as we're all complaining about the same thing? They have our money but we don't have the goods, surely that's a breach of contract?”

Helpful Report

Posted 3 years ago

“Shocking!!!! Customer service doesn't come into it. I don't have the time or inclination to write everything that has gone wrong with my sofa order and delivery. The sofa was delivered with broken legs....6mths later can't use the sofa!!!! Countless hrs waiting on the phone...only to be cut off. No replies to emails...the list is endless. DO NOT BUY FROM THIS COMPANY!!!!”

Helpful Report

Posted 3 years ago

“Do not buy the leather linara sofas from sofology !!!! You will be paying out a lot of money for rubbish.One month after receiving our sofas the stitches started coming away on one of the sofas & all the leather on them has gone big &saggy!!!!They sent somebody to look at them & take photos then a couple of weeks later we got a call from them to say there was nothing wrong with them!!!! & if we wanted them refilled we would have to pay for it.Sofology they should have been filled properly in the first place!!!!!! Rubbish company do not give them your hard earned money!!!!”

Helpful Report

Posted 3 years ago

“Their customer service is absolutely shocking. Couch not yet arrived and no updates whatsoever from the company. Impossible to speak to anyone via phone or message. Shocking!”

Helpful Report

Posted 3 years ago

Sofology is rated 1.2 based on 1,646 reviews