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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Sofology 1 star review on 3rd December 2024

285

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

“If I could give no stars I would. Absolutely disgusted with this company. We ordered 2 sofas last August (2020.)Were told a wait time of 18 weeks. November came & went, didn’t hear a word. Spent hours trying to get on to customer service to speak to someone, emails & webchat all ignored. Finally spoke to someone mid December to be told sofas were ‘lost’ They re ordered & supplied 2 loan chairs & said the urgent order should be in warehouse end of January. We’re now in March, no communication, still taking days to contact & speak to anyone, finally told they are expected at the warehouse 26 April. Once more, nothing. I then discovered a Facebook group for Angry Sofology Customers, this provided me with email addresses of company managers & CEO. After emailing the Head of customer operations ( Jaime Goodger ) I swiftly received a call telling me that the sofas were due in week beg 10 May, had second call to confirm , but date of 17 May. We really thought we were getting somewhere until today (17 May ) we were called again to be told we would not receive our sofas at all as they haven’t been manufactured yet! They have offered a goodwill gesture of £150. We can re order with a 10% discount with a wait of 18 weeks, that takes us to October. No Sofology, why on earth do you think I would re order after this horrendous experience? I’m cancelling & going to a reputable company for my sofas. The awful thing is, I’ve dicovered that we are just one of hundreds ( over 600 people on the FB group ) that have been treated in this disgusting way. This store should not be allowed to trade. If you’re thinking of ordering from them, DON’T.”

Helpful Report

Posted 3 years ago

“Sofa supposed to be delivered on May15.. but haven't heard from them. It's already been a long wait of 4months. I don't know for how long should I wait more. Waited in queue for 2hrs to talk to customer care but all in vain.. call got disconnected.. tried again and the same. Such a horrible customer service.”

Helpful Report

Posted 3 years ago

“bought Heritage corner leather sofa, absolute garbage. Leather peeling off biggest waste of money . Would never buy anything from this store again.”

Helpful Report

Posted 3 years ago

“Sofa arrived with a dent at the front of it, they tried to repair no luck I’ve been waiting since October for a new sofa, delivery was arranged for two weeks ago no one showed up no phone call nothing, no one replies to emails if you phone your on hold forever only to be cut off. DO NOT BUY ANYTHING FROM THIS COMPANY”

Helpful Report

Posted 3 years ago

“Got a sofa November 2019 by jan 2020 recliner broken ,came out and fixed it .. couple weeks later other reclined broke then covid hit so never got anyone out to fix it till October to be told there was no proper feet fitted underneath since day I got it . Said I want replacement I opted for the Laurence range which was £700 more received it 5 months later and chair was missing eventually got the chair after 10 days and now the leather on sofa sagging really bag sent pics to them jist waiting on reply which could take weeks as have spent last 10 days chasing up the missing chair to be on the phone for hours at a time then cut off”

Helpful Report

Posted 3 years ago

Helpful Report

Posted 3 years ago

“Stay away from this company”

Helpful Report

Posted 3 years ago

“Delivery of our chair and footstool was booked for the 12th May between 7:30 and 10:30 no delivery no explanation no communication, tried to ring them several times waiting over an hour each time on hold before having to put the phone down due to other commitments , finally got through 2 days later, after 1hr 45min on hold.... they couldn’t give another delivery slot with both items I asked for the complaint procedure spent 15 more minutes on hold before being cut off. Tried live chat from 12th finally got a response on the 14th saying we will try to find out where it is, 30 hrs later still nothing. This is nothing more than fraud excepting money for goods and not supplying them. Would not recommend will not use again ......stay clear of this company....”

Helpful Report

Posted 3 years ago

“Scam. Failed deliveries and lies about ringing doorbell. I have a ring camera. 5 months wasted time. 2 hours waiting time on phone. Trying to get refund”

Helpful Report

Posted 3 years ago

“Staff in store great. Bought 2 leather electric recliners in August. Bought through the Store loan providers V12. Sofa arrived 3 weeks later using covid as explanation for delays. Delivered on 30 Dec 20. 4 days in one electric head recliner stops working. Waited 3 weeks for a technician to come on a weekend. Button broken. Received message saying 12 to 14 weeks wait for parts to come in UK. Amazed such a large company have no spare buttons... Husband convinced location of control buttons on side not in same place as display model in store. Being in Jan and a lockdown store was closed until April.. went in store checked display model and buttons are indeed 1 inch more forward than our sofa at home. Store sent message asking someone to contact us within 72 hrs chasing up new replacement button and inspect location of control buttons on our sofa.. No reply. So back to store who have again asked someone to contact us. Citizens advice said not acceptable. Trading standards have been informed. We were also advised to inform finance company of problems. We are still waiting for a response to the stores email. Customer service line is a joke. On hold for 3 hrs line then went dead before anyone answered. Online chat says response in a few mins. 2 hrs later no reply so i gave up. Absolute joke of a company...”

Helpful Report

Posted 3 years ago

“Purchased a sofa online, paid in full. Two failed delivery attempts. Countless hours on hold. Promised call backs - received nothing. Eventually I was taken seriously and was told the sofa was 'damaged' however I'm highly suspicious of this. At this point I asked to cancel the order and was refunded. Take my advise and do not order from this company. Poor products and even poorer customer service which will leave you stressed frustrated and angry.”

Helpful Report

Posted 3 years ago

“Just ordered my 5th sofa, 4 previous all significantly damaged. Absolutely zero quality control. Emails generally go unanswered. Hit and miss on aftercare personnel, some helpful (but clearly have no remit to make decisions) others are some of the most unhelpful and dismissive I’ve ever had the misfortune to speak to. Speaking to 100’s of others on (Facebook page ‘sofology angry customers’) the consensus is, is that the sofa you see in the showroom is built from far more superior materials than the one you’ll receive. I’ve had someone else’s (I can only assume rejected) order delivered to me too, with sofology claiming it was new (it had another customer order number attached). Save your money, your time, anger and frustration and buy elsewhere.”

Helpful Report

Posted 3 years ago

“Showroom experience great . All downhill after that . Leather on sofa sagging within twenty four hours took from November to March to get a response . Technician said was okay and was settling and would get to a point it wouldn’t stretch further . Pictures show it now at just over five months old . They will not inspect again . Poor quality and service avoid at all costs .”

Helpful Report

Posted 3 years ago

“Absolute shambles of a company. Quality is way below the showroom standards. Lucky if you actually get all your order in one delivery, or possibly word that as unlucky 🤔”

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Posted 3 years ago

“Shocking customer service. Been waiting for my sofa to be delivered for months. Two no show deliveries. I spent 8 hours trying to get through today, first spent 4 hours in a queue when I eventually got through to someone on both occasions I was put on hold whilst they looked into the matter, on hold forever and never came back waited and waited then found my self at the back of the queue 4 hours later again ended up being cut off, purposely I believe. I’m at the end of my teather. Still no sofa and haven’t got the energy to spend a full day on the phone again. No response to emails. Just shocking. I will never do business with the company again. Utterly disgusting business. Should not be allowed to trade.”

Helpful Report

Posted 3 years ago

“I have had four failed deliveries. One of these days a lorry did arrive at my house but with no sofas!! I kid you not. I have been given the real run around and the problem appears to lie in the warehouse and incompetence of those people working there. I’ve had a policy for the sofa to cover against damage and I haven’t even got the sofas or foot stall. Absolute shambles and I’ve paid in full.”

Helpful Report

Posted 3 years ago

“Absolutely disgusted with your after sales my 3 seater cushions from the fairmont range have gone all out of shape as you can see I got in contact with you only to have your technician come out and say nothing is wrong you told me I had to pay for replacements which is out of order first time I’ve ever ordered from sofology and will definitely never again and would advise anybody thinking about it don’t even bother quick enough to take your money but not interested if there’s any problems”

Helpful Report

Posted 3 years ago

“Dont even deserve the 1 star!!! Me and my children are sitting on floors eating our tea after they have failed to deliver 3 different date have been arranged took time off work to wait and they just don't show with no phone call email or explanations absolout joke of a company and still not.further foward as to when we are getting our sofa after spending hours on hold to then get cut off they need shutting down”

Helpful Report

Posted 3 years ago

“Ordered new sofa Dec 2020,was supposed to arrive 30th April. Voicemail left that morning to inform me that it won't be delivered as my sofa couldn't be located. Who actually admits to that? Getting hold of sofology is a nightmare,hours on the phone,which they don't answer. Don't respond to any social media ie twitter,fb messenger etc. I eventually emailed the ceo,after 2 weeks I have received a full refund. I would not touch this company with a barge pole. I will take my money elsewhere and do not recommend them.”

Helpful Report

Posted 3 years ago

“Ordered in store the Moreno reclining sofas x 2 around April 2020. Arrived on time August 2020. Having sat on them a while, realised the chrome frame didn’t touch the floor. So when getting up from the sofa it followed forward with you. The arms were very loose, and within 1/2 an hour the leather wrinkled. It was built like Meccano! Two technicians later - one being a young girl, who tipped one part piece of the sofa over scratching the karndene flooring, customer service offered me a replacement. We chose the Laurence paying an extra £320, but what the heck it had to be better than the Moreno right, which I was sure had a design fault. Anyway we had the loan of the Moreno until they contacted us to say they were ready for delivery. Begining of April the Sofas arrived. Due to covid I wasn’t able to be in the room to see them till after the delivery men had left. When I walk in to look at them my heart sank......they looked like cheap sofas that you’d get from a back street discount store. I know they’re made in China ( sales person told me so) but these looked like a blind man had made them. Seats, backs and headrests were of a horrible shiny leather, while the carcas - sides, backs of sofas and backs of headrests were like of a dull sticky cardboard leather look fabric, and was of a completely differant colour. The front of the sides of the sofas were lumpy, and the seams showed through. One sofa had some weired kind of wrinkles on the front of the seat, just like pvc sofas from years ago. And the smell was absolutely horrific, which I was told from a service rep was because it had been wrapped up in plastic for a long time - which I didnt believe for one minute!. Anyway my process was pretty quick to some other customers. An hour on phone in queue to complain, offered a refund. Sofa picked up on the right day, and right time, of that week. Rang up next morning, again - around an hour in the queue, asked for the refund to be done, and lady passed me over to accounts, on hold for 10 minutes, and then my refund was processed over the phone. I was told 4-5 days for it to go back into my account. 4 days passed and just as I was ready to ring up again - money arrived... All I can say is the majority of customer service people I dealt with personally were friendly and helpful, but that can’t make up for the long phone queues, and shocking Chinese thrown together sofas they are sending out. Whoever they have in quality control needs there eyes testing!!! Please don’t waste your time, sanity and money, (£4000 for us) what you see in the shop is NOT what you get when it arrives!!!”

Helpful Report

Posted 3 years ago

Sofology is rated 1.2 based on 1,647 reviews