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

“I don't think I'd have enough space to fit everything that has gone wrong with this purchase in this box based on other people's reviews saying the same. Copied from my Resolver complaint dated 01/08/2021 and still awaiting acknowledgement: "I placed an order for a clearance sofa in May, with an estimated delivery date of 20/05/2021. I found that after a number of issues in booking, numerous phone calls and delays waiting for a change of address, the sofa could not be found in the depot and actually apparently never existed. I spoke to Olivia in Customer Service (after approximately a total of 15 hours on hold over a number of phone calls (some up to 3 hours on hold before being cut off or hung up on), She arranged for an alternate item that matched the original purchase, another clearance item, to replace the one I had ordered and after a few chase up attempts over the course of a few weeks (including some extended delays due to her being off work) we then found out that the item had been sold by auction within this period so was also no longer available. I was then offered a refurbished sofa, with the inclusion of a refurbished love seat, a refund and compensation for the inconvenience we had gone through in the extended period of waiting, which included taking time off work to wait for deliveries that never arrived, having to hold off sales of old sofas, then being without a sofa because of being let down on the 2nd order failure and having to use makeshift furniture until a loan sofa could be arranged. At the last point of contact with Olivia, over 5 weeks ago, I was advised that 1 item was already at the local depot and the other anticipated in the following couple of days, after which delivery could be arranged and the issue resolved. However, I have not heard a thing back and have had to come to the conclusion that she has either taken an extended period of absence or no longer works for Sofology. Unfortunately, it appears this has also applied to the rest of the work force, as it is physically impossible to speak to anyone over the phone (calling customer services or the delivery dept. puts me around 45th in the queue and systematically cuts me off after about an hour now), no one has even read the online web chat messages I have been sending and I have no way I can find out what is going on with the order." I will be going into store soon to give you hell, not to mention the sharing of all of the communications (or lack of) across social media imminently.”

Helpful Report

Posted 3 years ago

“In store service was great. Ordered, paid deposit, given a delivery date. Received two emails telling me my order would be with me soon and to pay balance. Did so and delivery date immediately changed by a further four weeks. Now my order seems to have disappeared from the “my sofology” page. Can’t get through on phone. Emails not responded to, web chat ignored. Absolute nightmare, making me feel ill, would urge people not to buy from this company. Shame there’s not an option for zero stars”

Helpful Report

Posted 3 years ago

“My parents had there delivery not turn up on 3 occasions!!!! (Each time nobody explained it was not being delivered) not even a courtesy call and when you ring them they pass you to 3 different people and blatantly make excuses. Would never recommend.”

Helpful Report

Posted 3 years ago

“Very disappointed never known anything like this. Delivery service something else.”

Helpful Report

Posted 3 years ago

“Please do not purchase from Sofology. We ordered two sofas with a promised lead time for delivery of 14-16 weeks. The order was delayed by a further two weeks which was accepted. 4 separate text messages confirming delivery dates and times but no delivery. 5 phone calls to Customer Services later after holding for a combined time of 12 hours 30 minutes delivered not our sofas but a ream of excuses from issues with supplies, didn’t get loaded on to the truck, lost in their Basingstoke distribution centre. Sofology offered a £50 refund for each failed delivery. Our order total was £3300. I gave them one last chance to deliver my sofa after they confirmed it was in their warehouse. I was told the delivery would be with mr around 1415 and I was delivery number 7. Nothing. I rang Monday morning and after 75 minutes of holding I demanded my deposit of £1498 back which to be fair they processed immediately. Initially they said they would call me back in 5 days to process the refund. No chance was I accepting this. I then went to a Swedish furniture store and purchased 2 chairs and a sofa with a 10 year guarantee for £800. I hired a van from the store for £20 and delivered my own furniture. The Trustpilot reviews are also very suspicious. Again, avoid this company like the plague.”

Helpful Report

Posted 3 years ago

“Had I been able to mark nil star, I would have done. Ordered a suite over the telephone as we were told we couldn't have the one in store. We subsequently received an email thanking us for our custom and we were given delivery date of 5th August. We disposed of our old suite prior to this so effectively have nowhere comfortable to sit. This date came and went without the delivery turning up and no reasons or excuses have been made. Trying to contact Sofology on the telephone is pointless. I was told the I was number 53 in the queue and having waited for over 1/2 an hour the phone went dead During this time they play the most horrendous music which no-one will listen to for very long and in my opinion is designed to get rid of you. The so called chat line promises an answer within 72hours but I got the runaround and was constantly asked to give details of my order. My wife eventually made contact with a member of staff at the Doncaster store as we were told that this is where our suite was routed. He appeared most helpful and organised a new delivery date of the 18th August. We were informed that we would receive an email confirming delivery. This has not happened. So we have nowhere to relax and have absolutely no idea of how to progress this order. I am seriously considering the small claims court to get my money back and put it all down to a bad experience. The boxes below relate to delivery I can't score them as the suite has not been delivered. I sincerely hope this review will help someone else avoid what has been a very stressing experience.”

Helpful Report

Posted 3 years ago

“Pathetic customer service. They are very good at sales and worst at customer service. I am still waiting like many many others to get a delivery which they have rescheduled 4 times now.”

Helpful Report

Posted 3 years ago

“We ordered our sofas in February was told delivery would be may/ June received a email end of may saying there was a delay our new due date would be august 24th,,yesterday another email to say our delivery will now be October 😡that will be 8 months wait time absolutely not acceptable!! Given priority email for sofology with no response to emails what so ever 🤬 waited in queue on telephone for 3 hrs with no answers at the end of it we will not be buying from you again !!”

Helpful Report

Posted 3 years ago

“I ordered sofas in May 2021. Delivery was due August 2021. In July I received an email stating my sofas had been manufactured and were due to be delivered on time. I needed to pay my outstanding balance and I could then choose a delivery date. I paid my balance in July and the delivery date option did not appear on my online account. I visited the branch to be told they couldn't help. estimated delivery has now changed online to September. On phoning I have been number 58 and then number 42 in the queue. I have been cut off after waiting over an hour each time to speak to someone.I have emailed the CEO and I am waiting on a response. This service is appalling. The company have thousands of pounds of mine and I have no sofas. They have breached my contract and no one is willing to assist. Do not purchase from sofology.”

Helpful Report

Posted 3 years ago

“What went right you mean...! Ordered in May. Told 9 weeks but expect in 6. Only halve order arrived. This is of poor quality and damaged. Shop not interested. Customer Servives non existent within an hour. Assurances given by email but lies about trying to call. Your company isn't fit for trade. Trading Standards have been advised. Just want a refund!!!”

Sofology 1 star review on 17th August 2021

Helpful Report

Posted 3 years ago

“I am still waiting on thousands of pounds of furniture ordered in spring. Their customer service is beyond shocking. Hours of waiting on a phone line, no one responding on their web system, sporadic responses to emails. This was furniture I ordered for a business, paid for in full, so the funds are tied up with them leaving me unable to buy elsewhere. Also on their website it says they refuse refunds due to delivery delays. If you want anything this year, do yourself a favour and buy from somewhere else.”

Helpful Report

Posted 3 years ago

“If you were to give an example of what NOT to do in this kind of sales process, they are it. Delivery days 1 and 2..... Nothing. Not even a phone call. Offered 10% refund to prevent the order being cancelled. Accepted, and they cancelled the order anyway..... Communication seems to be the last priority for this company. I can't even understand how they are doing business having read the other reviews!”

Helpful Report

Posted 3 years ago

“I bought a chair for over £800. I received an email asking me to pick a date for delivery. I picked a date, but did not receive any other correspondence. Or my chair....I went to my sofology store to discuss the phantom chair. The manager was horrified that this had happened and assured me that he would raise a ticket, get it sorted and some one will get back to me...I'm still waiting, I have have made no less than 3 trips to the store, where it still says my chair is in transit. What I can't understand is that you can pay a deposit in store online or over the phone, but for a refund it has to come from head office, who you have zero chance of getting through to, and who never contact you. I wish I had read the complaints on here before purchasing a non existent chair. I just want a refund and to cancel the order with this joke of a company. Seriously this is the worst purchasing experience I have EVER had.”

Helpful Report

Posted 3 years ago

“Order placed in April. Expected delivery July. Told delivery 30 July. On morning of 30th told sofa not put on lorry. After several attempts to find out what was going on, informed on 4 August that sofa did not exist. Unable to contact them so had to arrange credit card refund.”

Helpful Report

Posted 3 years ago

“I usually don't write reviews and think most people who write them are just complainers, but this is a genuine warning to anyone looking to buy a sofa from Sofology. I Was expecting a delivery by the end of July, without any background or information of why this was changed by 2 and a half weeks. Got a call this morning from our delivery driver that he was 15 minutes out. 5 minutes later give a ring back to say that the delivery has been cancelled on his end. Having read other reviews this seem like a common way to keep customers away from complaining. We've had sofas from Sofology in the past without any issues and they've been good quality but this is getting ridiculous. After the lack of customer service, support or any form of aftersales and delay I wouldn't recommend this company to my worst enemies. If you can find a sofa elsewhere, do it or prepare for months and months of waiting.”

Helpful Report

Posted 3 years ago

“Avoid avoid avoid. Like all the below reviews. I am sitting here waiting as we speak expecting our news sofas to turn up today- 5th time lucky…. Customer services for after sales is non existent. Was told this morning that they can’t promise anything at the minute as they are over run I got the impression they don’t even know where my sofas are. They know where the money is I have paid for them though. Seriously considering a section 75 for non receipt of goods”

Helpful Report

Posted 3 years ago

“Worst of the worst, nothing much to say , dnt and please dnt buy anything from sofology”

Helpful Report

Posted 3 years ago

“Do NOT buy from Sofology! They have been paid for our order, delivered halve of it which is faulty...Can't/won't deal with it instore...Customer Service non existent. Financial Ombudsman it is! APPALLING! I would urge everybody to shop elsewhere!”

Helpful Report

Posted 3 years ago

“The sofa usb started smoking the corner seat all caved in had to fight my case for 2 months to get it sent back only had the sofa 6 days I’m so glad for a group on fb called sofology angry customers they helped a lot so many horror stories on that page. This was my second sofa sent back they use low grade leather that all sags. There is no customer service you stay on the phone holding for hours then get cut off so ended up I had to open a section 75 with credit card for a full refund”

Helpful Report

Posted 3 years ago

“So disappointed about the service I have received or rather haven’t received. My sofa was due to arrive on 25/06/2021 and didn’t arrive... since then I have tried and tried to make contact and cannot get through... I have emailed and left messages as my sofa did not arrive and I haven’t had a refund! Such bad customer service not to even have an email regarding this. I will be taking this further as I have no sofa and no refund, it’s unacceptable to be left like this for nearly 2 months!!!”

Helpful Report

Posted 3 years ago

Sofology is rated 1.2 based on 1,647 reviews