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

“To whom it may concern; I would like to lodge a formal complaint against my order 2219087/1 placed on 08.09.2018 with Sofology. Despite the original 6-8 weeks advised upon purchase, a total of 12 weeks has passed. Whilst I’m aware things can be slightly delayed, this time frame is simply not acceptable, and moreover the way in which this was dealt with was completely unsatisfactory. My online dashboard originally informed me I should expect the delivery within 10 weeks, (already surpassing the original timeframe), which I could accept. However, upon contacting customer service myself, I was then informed I’d be waiting until the start of December. As you can expect I was disheartened by the delay, but more so that I was having to chase your company myself. This level of customer service is beyond poor and unacceptable, in particular for a purchase of such high value! After my first complaint, and further nagging, I was provided with a rental sofa on 6.11.2018. This sofa can just about accommodate two people, (hardly comparable to our purchased sofa that exceeds eight feet). As a family of four, this rental sofa was virtually pointless. Low and behold a delivery date was finally confirmed and myself and my partner scheduled the day off work to sit and wait. Upon arrival, the delivery contractor could see the sofa would not fit in the lift; something the rental sofa delivery drivers should have previously noted. He proceeded to have a look at the stairs, to which he claimed were 5 floors above ground level. We are on floor 3, in an easily accessible apartment, via a wide set of stairs. For your driver to say he wasn’t happy to deliver the sofa due to its value is quite simply ludicrous, when that is the sole purpose of his job. This, to us, seemed like complete laziness, and just another display of negligence from your company and contracted staff. We are now given yet another delivery date, 28.11.18. Another day booked off work to await a delivery; which unsurprisingly failed to show. The time slot of 7:30-10:30 is far exceeded and I receive a text at 1:30 to inform me of yet another failed attempt. By now I have lost all faith in even receiving this sofa! Upon more wasted time chasing your customer service department, I receive one final delivery date, 8 days beyond this point. As you can imagine I was not willing to accept this, fortunately after a little persuasion this was brought forward to 30.11.12. On the day, of course, there was a 1.5-hour delay. After a 12 week wait, and 5 mishaps, we have received our sofa. As much as I can appreciate there are far greater problems in the world, myself and my partner have felt nothing but stress throughout this buying experience, not to mention the disruption it has caused our family of four. When you’re £4,500 out of pocket and your two young children have been sat on the floor for 3 months, it is not something you are willing to brush under the carpet! And you sent me the wrong coloured feet……. Further from this, I would like to request a partial refund, at the very minimum equal to the value of the lost hours myself and my partner need to try and recoup after having our time wasted, not once, but twice by your delivery staff. We are in no position to be losing this kind of money, especially around Christmas, and after spending such a large amount of money with yourselves! As you can imagine, any form of discount or voucher is most certainly insufficient as we can safely say we will be avoiding this company at all costs from here onwards. I’ll eagerly wait for your solution to such a terrible, unsatisfactory buying experience.”

Helpful Report

Posted 6 years ago

“The in store experience was great . The delivery & after sale service was appalling . Would NOT recommend to anybody .”

Helpful Report

Posted 6 years ago

“I purchased the Linara 4 seater sofa from Sofology and after 3 months of light use we had to complain as the seats had sunk and the sofa looked terrible. When I contacted Sofology I was told not to worry at all as this is normal, and that as it’s leather the material stretches so just tuck it in down the back of the sofa! I wrote back immediately and said that this is an unacceptable response and I shouldn’t have to pay that amount of money to tuck my sofa in at night. They wrote back and said a technician can attend to see if there is anything wrong with the sofa. The technician walked in and immediately said I take it you have an issue with the seats as they look awful. Sofology contacted me after this visit and said that they will be replacing the filling of the seats and the leather covering as they have had an issue with all the Linara sofas provided by their supplier and will be doing this under warranty and that their other customers have been happy with this change over the past few months. I then asked Sofology why they lied to me and tried to get me to go away when they knew there was a product issue with this sofa. I have written to Sofology 4 times now and they are not responding. Funny how once they’ve been found out, they go silent! Why was there not a product recall? Why did they tell me the issue was normal and not to worry? My trust has completely gone with this company and I’d warn others to think twice about using them. £1,700 for a saggy sofa! Not acceptable!”

Helpful Report

Posted 6 years ago

“The quality of the sofas that we bought is terrible, I asked for a refund as soon as we took delivery! We’ve now bought another sofa and put the Sofology one into storage. Do not buy from Sofology!”

Helpful Report

Posted 6 years ago

“We have the Hendrix fabric sofa from sofology. What we saw in the shop was more fluffier than what we got. Pillows are alway flat. There are not enough fillings inside. It’s been only 7months and the feathers are already started to come out. If you call customer service they have only one reply maintain it every day. Also the footstool I got the leg is loose. They said they will change the leg but it’s been 7month and I m still waiting. Worst customer service ever.”

Helpful Report

Posted 6 years ago

“Finally a website that shows a true reflection of Sofologys hideous service. I had not one faulty sofa but two in a 12month period. I had to get my finance agreement to get my refund as they point blank refused even though the independent technician said it was a manufacturing fault! I'm trying to keep a long story short to! This has taken me 6months to solve the most recent sofa. No apology for the terrible service no compensation. I emailed CEO only two individuals apparently deal with the escalations. One of which tried to fob me off with a car anaolgy and the other one the so called manager needs some serious Customer Service training. Please please please save your money and go to a more deserving company that will look after their customers.”

Helpful Report

Posted 6 years ago

“Stay away from this company sofa cushions flat poor quality foam packing in clumps unable to sit in any comfort causing back problem told by customer services that it was normal and to puff up the cushions letting the air to flow through and I was the only one to have these problem. The sofa looks demolished and they basically don’t want to know it’s only just over one year old and not fit for use we are at our wits end with this company no one wants to know save your money”

Helpful Report

Posted 6 years ago

“Sofology need to reduce their advertising budget and increase their customer service budget! I have now been waiting on the phone for well over half an hour! Just listening to repeated messages stating "we'll be with you an a moment". Unexceptable. DO NOT BUY FROM SOFOLOGY - After they take your money at lightening speed, they no longer want to know. I have never dealt with such an appalling company. WARNING! Stay clear of SOFOLOGY”

Helpful Report

Posted 6 years ago

“The sofa was unacceptable, sagging and losing shape after 2 months. Fabric was covered in bobbles. Customer service is zero woth Sofology, so condescending and actually hung up on me after me being on the phone for 45 minutes. Very upset with my experience with sofology.”

Helpful Report

Posted 6 years ago

“Extremely disappointed! Sofology customer service are useless ! I havnt received my new sofa due day 8 days ago ! Someone made mistake and we still do not know what’s happening ! CNt get any answer from customer service , store at Coventry , numerous emails been send with no success! We sold our sofa we have nothing to seat on and no info if our sofas will be delivered before Xmas ! This company is absolute joke ! People do not believe good reviews ! If could would give 0 stars !!! Do not deserve a one star ! They do not care at all ! No one can give us any answers!!!”

Helpful Report

Posted 6 years ago

“I can only speak as I find and I had a great experience with Sofology. Customer service was excellent, delivery team excellent and my suite is beautiful. I have noticed a lot of negative reviews on here relate to leather suites, (mine's fabric) so maybe they don't do leather suites very well? There are other review sites with mostly excellent reviews for Sofology so I'm pleased it was those I saw before I purchased. I would have been put off if I saw the reviews here so I'm glad I didn't......”

Helpful Report

Posted 6 years ago

“We bought expensive leather sofas which are less than a year old and the leather on all the seats is horrible and wrinkly. We contacted customer services who asked for a photo......they said that stretching is normal on a leather sofa and we should smooth out seats after use. This has made no difference what so ever and sofa looks terrible. Do not buy from sofology. Would give it a minus rating like everyone else if I could.”

Helpful Report

Posted 6 years ago

“Would not recommend. Sofology want me to pay £53 to replace the cushion on my chair which keeps going flat. It's taken over a month of numerous e mails and nonsense calls and photos to reach this conclusion. It would seem I also have a favourite chair. I have told them I am not prepared to pay £53 and am not at all happy but they really don't care.”

Helpful Report

Posted 6 years ago

“Don't buy from this disgraceful company do your research there is hundreds of people out there that have got genuine complaints against sofolgy don't buy save yourself the grief”

Helpful Report

Posted 6 years ago

“Keep away from this shop. These people treat customers like dirt. They won’t deliver on time or they’ll give you damaged goods. Please please do not be fooled by they’re showroom they are a corrupt company and even after being on watchdog they are no better. Keep away if you want to keep your sanity. You have been warned”

Helpful Report

Posted 6 years ago

“Dispicable company. Even after being on watch dog they have messed me around yet again. This is the third time they were going to deliver and now I have been told they cannot locate the sofa and someone will call next week. Vile company that should be taken to court and fined so much they go into liquidation and let reputable soda companies sell to the public.”

Helpful Report

Posted 6 years ago

“Bought the Galleria sofa and two armchairs 2018. Delivery was on time, but when it arrived, both chairs and sofa had numerous faults, both from transit and manufacture. Very cheap grade of leather used on most of suite even though it was £2300. Did not want to accept delivery , but driver stated that we would have a further charge if he took it straight away. He took photos of the faults and said he would notify the company of this, then I received an email to ask for further photos as they needed proof of faults to take further action. I did this and also requested a refund as I was in the ' cooling off ' period of the first 30 days and by law a consumer is entitled to a full refund. After numerous phone calls a technician was booked for the following Friday to assess the faults. He arrived and took 19 + photos of faults and said he would put in his report and said it usually took a couple of days for the van to collect the faulty furniture. This didn't happen. We received a phone call the following Saturday to say an independent technician would be calling to look at it. Lots and lots of phone calls and fob offs later and a mention of a small claims court, trading standards and the consumer act 2015 later I eventually got to speak to a escalated complaints advisor who offered a full refund and collection of the suite. Three very stressful weeks later , the suite was collected last night and it couldn't have come too soon. AVOID , AVOID , AVOID !!!!!!”

Sofology 1 star review on 24th November 2018

Helpful Report

Posted 6 years ago

“I will never buy from sofology again. There aftercare is disgusting. You can only get in touch with them by email. I've had terrible trouble with my sofa. Would not recommend them to anyone.”

Helpful Report

Posted 6 years ago

“I ordered 2 sofas from Sofology on 31st September with a 10 week delivery, we paid a cash deposit and expected the sofas on approximately the 9th November. We arranged disposal of our old sofas on the 8th November as our online account showed delivery to be on the 9th, after calling Sofology we were informed that there was a delay from the manufacturer and the sofas would not be delivered on the 9th. I rang every week for an update and on Wednesday 21st November was told that the sofas were due in the following day and delivery would be on Friday 23rd November, this was then followed by and e-mail and a text on the 22nd November confirming delivery between 07:30 and 10:30 the following day. I booked leave from work and guess what, 10:30 came and no sofas, after waiting a further 45mins I called customer service to be informed the sofas would not be delivered and the earliest they could deliver them was 27th November. We have now been living in our bedrooms since the 9th, had no sofas or chairs in our downstairs and wasted precious annual leave from work all of which could have been avoided if Sofology had basic good customer service and kept their customers informed - I've been offered £50 compensation which won't even cover my phone bill for the amount of times I have called them, sat in a queue or been put on hold”

Helpful Report

Posted 6 years ago

“Ugh, why didn't I read the reviews on here? Horrific company to deal with. Original sales experience was fine, if a little drawn out while they tried to sell us optional extras and extort good reviews for Trustpilot. But, if you ever have a problem, my experience is that the company motto is "Computer Says No". Product quality is very low and the no quibble fix or replace insurance that I paid a vast sum for is worth absolutely zero. I'd rather sit on old boxes than buy anything off them, in future.”

Helpful Report

Posted 6 years ago

Sofology is rated 1.2 based on 1,647 reviews