Name: Sofology
Rating: 1.21

“We dealt with Barney in the Lakeside store. I don’t think I’ve experienced customer service as good as this. He was carrying chairs for me from around the store and was so patient with me. Typical woman could not make my mind up. Decided on the Marmont sofa mixed with the Midas chair Can not recommend Sofology lakeside highly enough and Barney is an example of what gold standard customer service looks like. Looking at the reviews below re delivery time. We have been given a 12 week delivery time which I would expect from any sofa company. Maybe they have changed their delivery times now to reflect what has happened to customers below.”

Helpful Report

Posted 4 years ago

“Ordered on 1st July, deposit taken from account. Cancelled on 2nd July assured deposit would be refunded in 7 working days, all this verbally, can get nothing In writing and no money as yet. Shop staff very pleasant but rest of organisation poor.”

Helpful Report

Posted 4 years ago

“Poor poor service. Unable to get in touch and nobody willing to help. Then say they will charge me! Utter disgrace.”

Helpful Report

Posted 4 years ago

“Please do not purchase from Sofology, also do not do your review until you have used it. Our sofa delivered beginning February 2020, within weeks fabric puckered and foam sagging, have picture of this with date, have complained and had a visit from technician seems there is not a problem? We have been advised to 'dress' the sofa regularly? Get on your hands and knees on the floor,and push the overstretched material back and to the sides, sit on different parts of the sofa? Really? So we have and yes when you sit back on it it puckers again, also difficult to sit on different parts of sofa as where it has sagged you are then sitting on an uneven base which tips you to the side. Several emails to sofology barely acknowledged,the contents, advised continually they go by the technicians report which states there is no problem, no acknowledgement that there is a problem and their customer is unhappy. Following every one of their emails stating there is no problem I am then advised the case is closed when clearly they can see I am unhappy. I have never complained about a sofa before and have had many over the years and this is by far the worst experience made worse by the non existent customer care approach. I do not wish anyone else to have this experience so please avoid as once you purchase that seems to be the end of it. I will attempt to upload a picture of the sofa two months after delivery.”

Helpful Report

Posted 4 years ago

“Wait until you receive your goods before posting a review. Sofology are a bit crafty on Trust Pilot - as they email you soon after you order your sofa asking for you to post a review and this review site for Sofology is full of 5 star reviews from customer who have recently placed an order before they have had chance to enjoy (or otherwise) the full "Sofology experience" - 6 months later when you are still waiting for delivery your 5 star review may not seem so true Anyway here is my experience Ordered December 30th 2019 appreciate weve had covid so have been patient, have had a couple of emails one at the beginning of June saying my sofa was ready, had nothing more since that so i rang last week chasing they said wouldnt be delivered until end of July, apparently somehow my sofa has ended up in Scotland, we ordered from Cheltenham!! Had been promised a call a week ago on 29th June to discuss how they could improve this - still no call. Would suggest Sofology ask for an honest review from customers upon delivery of goods not upon ordering so they can post true experience review.”

Helpful Report

Posted 4 years ago

“Since buying my corner suite in 2016, and having the expert technician come out to repair the stitching a month later, the seats are having to be swapped over & plumped up constantly. I complained & was told to just do what you’d do with your pillows! I have serious back problems & find it difficult & painful to do this every time I’ve been sitting. I recently emailed again & explained the seats look flat & creased as if more filling is needed. The reply was that my warranty for this expired after 2 years & to get an upholsterer to fix it!! Disgusting service considering the price. I expected this furniture to last many years, the 10 year warranty covers webbing, springs & woodwork. How convenient.”

Helpful Report

Posted 4 years ago

“I purchased a sofa on 8/6/2020 based on being told it would arrive within 2-3 weeks (3 Weeks maximum) We missed the 3 week deadline. So after calling up and being palmed off constantly with the same story by the main contact for deliveries - I decided to keep turning up to the showroom every 2-3 days. This helped and got me a delivery date for 4/7/2020. I waited all Saturday for my sofa after receiving a confirmation email it would arrive. Around 2pm I still hadn't heard anything so I called the showroom. They looked into and It's been delayed again. I had to call the showroom to find out???? Ash the manager apologised and excuse what's happened, at the same time he couldn't give me a straight answer on WHEN AM I GOING TO GET MY SOFA!!!!!!!! I compromised my choice of Sofa based on delivery/lead time. At this rate I could have chosen my dream sofa range and it could have been delivered the same time as my compromise/quick delivery sofa which cost excess £3000. The guys in the showroom are pleasant enough but they seem powerless to make anything happen above in the event of let downs like this. My expectations have been completely mismanaged by the sales people based on whats happened, so be wary about what you order and when you expect it to arrive. As long as you're happy for Sofology to waste your days chasing them/waiting around for deliveries that don't happen, then I'm sure whatever you order will arrive but on their terms and when they are ready. I anticipate any response to this will be COVID-19 full stop. If that's the case don't say 2-3 weeks maximum in the showroom. Say it should be 2-3 weeks but could be anytime that suits Sofology because of COVID-19 you will get your sofa when the company is ready.”

Helpful Report

Posted 4 years ago

“I purchased a sofa on 8/6/2020 based on being told it would arrive within 2-3 weeks (3 Weeks maximum) We missed the 3 week deadline. So after calling up and being palmed off constantly with the same story by the main contact for deliveries - I decided to keep turning up to the showroom every 2-3 days. This helped and got me a delivery date for 4/7/2020. I waited all Saturday for my sofa after receiving a confirmation email it would arrive. Around 2pm I still hadn't heard anything so I called the showroom. They looked into and It's been delayed again. I had to call the showroom to find out???? Ash the manager apologised and excuse what's happened, at the same time he couldn't give me a straight answer on WHEN AM I GOING TO GET MY SOFA!!!!!!!! I compromised my choice of Sofa based on delivery/lead time. At this rate I could have chosen my dream sofa range and it could have been delivered the same time as my compromise/quick delivery sofa which cost excess £3000. The guys in the showroom are pleasant enough but they seem powerless to make anything happen above in the event of let downs like this. My expectations have been completely mismanaged by the sales people based on whats happened, so be wary about what you order and when you expect it to arrive. As long as you're happy for Sofology to waste your days chasing them/waiting around for deliveries that don't happen, then I'm sure whatever you order will arrive but on their terms and when they are ready. I anticipate any response to this will be COVID-19 full stop. If that's the case don't say 2-3 weeks maximum in the showroom. Say it should be 2-3 weeks but could be anytime that suits Sofology because of COVID-19 you will get your sofa when the company is ready.”

Helpful Report

Posted 4 years ago

“I’m very surprised about all the negative comments. I’m so sorry a lot of customers have had such a negative experience . Having said that however, I have to share a that my experience has been very positive. Purchased my sofas In 2016. Had to ask for repairs twice, once for a loose stud which they came out immediately and fixed , the second time was my adult son jumping on the footstool and cracking the frame. Again they came out and repaired the damage, no questioned asked. I would recommend Sofology Sofas.”

Helpful Report

Posted 4 years ago

“Very bad services! No one try to help. They didn.t even bother to reply to your complain. Ordered my sofa from february. Had no updates!!!!”

Helpful Report

Posted 4 years ago

“Mattress has gone out off shape”

Helpful Report

Posted 4 years ago

“everything court proceedings in process do not by from this company very nice till they've taken your money then the fun start i will keep all informed of the out come”

Helpful Report

Posted 4 years ago

“I am giving them a 1 only because I couldn't give a zero. Do not buy from Sofology!! We bought a 3 seater from them a year ago. From day 1 it wasn't right. When we sat on the sofa, the vision material would rise up and then dip making the fixed cushions look old and tatty. When I complained, they fobbed me off and said it would settle. It didn't. Complained again, they sent someone out who said it was the style!! To cut a long story short..... They have used cheap labour, cheap foam and now saying it's 'the style'. We originally thought we would buy the living room sofa's from here too. Thank God we didn't order at he same time. Currently speaking to the Furniture Ombudsman to see how they can help, but it's not looking good. Steer well clear of Sofology if you have any sense.”

Sofology 1 star review on 30th June 2020

Helpful Report

Posted 4 years ago

“WARNING to anyone considering buying a sofa from this dreadful company! I have been a customer of sofology for years (when it was CSL) and have always rated them but have since found out they’ve merged with DFS and now their customer service is appalling. Long story but in a nutshell... they failed to mention the offer Nhs discount when I spent £2500 on a new sofa and sofa shield in the Gateshead store 8 days ago. I then had to return to the store to add on another sofa once we’d checked it would fit in another part of our room. They weren’t answering calls in store (fair enough they may have been busy) so I had to wait for a lift to the store as it is 20 miles away from home. When I was in store waiting to be seen I overheard a salesman informing some prospective customers they offer NHS discount which was never mentioned when I purchased mine despite asking my occupation as a nurse and my employers details. Nice in this covid situation!! Secondly when I’ve tried to add the 2 seater sofa to my order for £1100 they now tell me I have to pay another £110 for the sofa shield!! Sofa shield is 10% of the cost of your sofa (capped at £2500 so if my order had all gone through as one I wouldn’t have had to pay. They state I am 1 day late and unfortunately I would have to pay again as you only get 7 days to amend your order even though sofashield is just a service!! Disgusting. Their attitude on the phone was terrible. I have never experienced such appalling customer service and since looking through these comments I now realise I have made a terrible mistake and should have researched them before I bought. They seem to be prioritising their taking orders when previous customers have been waiting months for theirs and they just won’t answer emails or messages. When I spoke with customer services today they were extremely rude and refused to let me speak to a manager. So sorry for the rant but if it saves any more customers wasting their hard earned money on this greedy company then that will make me feel a lot better!”

Helpful Report

Posted 4 years ago

“I ordered a corner chaise and a love seat maybe 3/4 months ago for the delivery men to tell my my chair had no feet. They left the furniture with me and promised my legs for the chair would be with me the next day. 4 months I’ve waited for the legs and today I receive them.. BLACK..!!! My legs and my corner chaise are brown and these are quite clearly blackest of black..!! Trying to get in touch with sociology is a joke all the do is email to tell me they will not be sending anymore feet out as these are dark wood therefore I have to have odd feet on my furniture. I didn’t pay a couple of hundred pounds these two pieces of furniture cost thousands..!! I am fuming and think it’s an absolute disgrace.. the customer service is appalling and I would never recommend or use this company again.”

Helpful Report

Posted 4 years ago

“Dont buy from here sofa stained so expensive aswell... and when you speak to them regarding warranty they dont want to know.”

Helpful Report

Posted 4 years ago

“Bought 2 three seat sofas, and 2 two seater sofas in pure white, the delivery men dragged the sofas front facing, the scratched the front bottom both sides, phoned customer services they offered free pack of cream and conditioner worth 30 quid, they don’t have any serious persons or see Customer care n importance, won’t buy again worst experience ever, I’m not the sort looking fault or claiming money back, all they said if not happy will collect and charge 200 quid for collection, bloody thieves”

Helpful Report

Posted 4 years ago

“Had 12 months Demure black two 2 seaters within that time repair had to be done to one of the sofas whilst this was happening was getting concerned that the colour of the sofas (black) was coming off on cushions, clothes, leather car seats(transferring off our clothes), walls etc. Reported this to store and customer service in February this year- it was quickly agreed there was a problem, selected new sofas with different material ...... still waiting fir replacements- even with Covid this is extraordinary as deliver might be AUGUST..!! We live with bits of material draped over the sofas!! 6 months....”

Helpful Report

Posted 4 years ago

“We wish we had read these reviews before we spent £2500 on 2 Sofas.Delivered in March,we complained about the creases and loose leather,we was told to pump up the cushions daily which makes no difference.More complaints to Sofology they sent a technician down,he said he can make it better but it would not last as this was the norm he knew we we not satisfied and said he would put it in is report. one hour after he left we get an email saying it was all resolved which it was not.We asked for a full refund as the product is very poor quality and we are totally dissatisfied.They are not interested in unsatisfied customers only to fob you off,we are now told there is nothing wrong with the sofas the technican said everything was ok in his report so everything is resolved (not). The filling in cushions looks inadequate and is very weak as we all ways have creases and slack leather.The technician also said if we paid some one to put more filler in it would be better which we are not prepared to do on a 2 month old sofa. Avoid this company at all costs. Poor aftersales and poor quality only interested in Profit not customer satisfaction.”

Helpful Report

Posted 4 years ago

“Bought a 3 seater sofa leather delivered it in December,2019 in march the cushions started sagging I reported it on line because we was on lockdown they sent technician out in June he said yes the cushions have sunk I will send report in the same day I get a phone call from sofology.saying sorry we can't do anything about that disgusting they are conning Custer's I will never ever shop there again and I have told all my family and friends I haven't finished with them yet I am now getting in touch with trading standards it's about time this company stopped telling there customer lies”

Helpful Report

Posted 4 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