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

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“This company is shocking. Order 2 sofas and chair and foot stool over 8 weeks ago. Today they delivered and the 3 seater is missing. Told by driver that customer services will call. They call and say we have to order another on it is a 12 week lead time. They knew this was a problem one week ago but didnt even bother to discuss with us just delivered. Now all my other furniture will start to fade and look weathered before one sofa even arrives. Customer service tell me they are being reasonable when they offer to loan me a sofa and compensate me by £50. My questions around other furniture wearing and fading are ignored. This is what happens when you pay nearly £5k to this company. Avoid avoid avoid”

Helpful Report

Posted 6 years ago

“This Company is appalling. I complained about my sofa 1 month after receiving it and am still arguing with them that despite there guarantee stating "Included in the Guarantee is two years cover on leather, fabrics, inners, stitching, recliner mechanism and electrical components. So feel free to relax, it's covered for you." I have been left with a 9 month old sofa that has bobbled beyond belief and is embarrassing for people to see but also collapsed rear cushions that no amount of plumping is fixing. The condescending tones of the customer service is infuriating also. Its not like I want a new sofa, juts one new cover and 2 new inners as per the guarantee sold with it.”

Helpful Report

Posted 6 years ago

“Terrible. I purchased a sofa for my family Whilst being advised it was suitable. To find out the sofa cannot be cleaned with anything not even water. The material has all flattened and is marked. Sofologys answer is that the sofa can be sat on therefore it is fit for purpose. £3800 Later and I have a badly marked sofa 3 months In. Do not use this company”

Helpful Report

Posted 6 years ago

“If I could give this company a minus rating I most definitely would. Please accept my apologies for the very lengthy review but I cannot cut my review short. We visited the store in Farnborough in February and have to say we were very impressed with the vast variety of furniture on display. There was no hard sell and staff there were exceptionally helpful and knowledgeable. After much deliberation we decided on 2 x 2 seater leather sofas and a chair - all reclining and I was very excited to place the order. We left with complete confidence that Sofology was the company to go with. We were told that there was the usual 10 - 12 week wait but that was fine. We received regular emails updating us of the progress of our order and at the end of May we were told that it had arrived at the warehouse and was ready to be quality inspectied before being shipped to the courier (we live on the Isle of Wight and Sofology only deliver to mainland UK) . My furniture was delivered on 13th June (15 weeks from order date) and on inspection I was dismayed to say the least at the quality of the workmanship. I found at least 10 issues of shoddy workmanship - ranging from badly stitched seat cushions (puckered), a staple protruding through the leather, missed stitching on piping (the leather was hanging loose) badly fitted recliner switches on all 3 pieces of furniture (not level and indenting in to the leather, a wooden panel that the switches are attached to was actually visible through the leather, the leather around at least 2 of the switches was split and on one of the sofas there is a 2 inch gap between the 2 seats at the back and the leather is hanging loosely. . I emailed the Sofology Support straight away and sent photographic evidence of all the issues. I received a reply stating that the issues could be remedied by one of their technicians who would visit my home - they suggested re-pigmenting around the switches, stitching the piping and suggesting that my complaint regarding badly stitched seat cushions was unfounded as leather stretches - I asked them to explain how my furniture passed quality control but never did get an answer. After many & I mean many emails, telephone conversations and requests from myself for a technician to at least look at the problems it was agreed on 25th June that they would order a 2 seater arm cover and delivery would be 8 - 10 weeks. I was told that as soon as the part arrived they would send it directly to my home address and the technician would come to my home and make the repairs. I double checked that it would be delivered to me directly and was told it would. I received an email on 28th August telling me that the part had arrived and was due to be delivered the next day. I took the day off work to make sure that someone was home to sign for it only to find that the parcel was delivered and signed for in Southampton at the couriers! I spoke to a member of staff at Sofology Support who told me that they do not deliver to the Isle of Wight and I had to contact the courier myself and arrange and pay for onward delivery. As the parcel had been signed for ( not by myself) it was now my property and they would be unable to collect it. I was told that if I didn't pay to get it to the island they would have to order another part - another 10 week delay. It was finally agreed that I pay for it to be couriered to the island and they would reimburse the cost. I arranged for the arm cover to be delivered to my work address yesterday and was totally gobsmacked when I opened the parcel to find that it did not match my sofa! I called them again and I was told that it would have to be re-ordered and I would have to wait ANOTHER 10-12 weeks . This time I am afraid my patience ran out and I told them what I thought of the company and that if it wasn't sorted to my satisfaction I would be going to Trading Standards, The Ombudsman and would also get legal advice with a view to returning the furniture and getting my £4000 plus back. I asked them again to send a technician to look at my sofas BEFORE ordering the correct arm cover as I still can't see how it will resolve the problems with my sofas. I was told that someone would get back to me that day with a date for the visit. I didn't receive a call so I contacted them again today to be told that a member of Homeserve would come to look - (they can't even send their own "highly qualified" technician). The earliest date available is 19th September so once again I am having to wait another 3 weeks get this matter resolved. All I wanted was a nice comfortable sofa to relax on after a hard days work and I have to say my experience with Sofology has been far from relaxing. My stress levels are through the roof and I most definitely would not recommend them. I will of course retract this review if the issues I have experienced so far are remedied to my satisfaction, I wait in hope and with baited breath though. ”

Helpful Report

Posted 6 years ago

“Sofa was delivered damaged and the delivery drivers damaged it further with a stanly blade and by dragging the sofa over gravel. It was eventually dumped on my drive and I was told by the company and the driver that it could not be taken back so I would have to take it into my house and await a resolution. I had to pay workmen to come and take out my window to put the damaged sofa into my house. 4 weeks later I am still waiting on a resolution after numerous phone calls and promises of calls back from managers that never happen. The only thing I have been offered is a credit note to use in store to purchase another sofa from them which I think is completely unacceptable. This is the worst experience and has completely ruined moving into my first home”

Helpful Report

Posted 6 years ago

“2sofas arrived lots of faults very poor quality. hard to get through to customer service i guess due to comllaints. hard to book a technician now they want to order replacement parts which will be here in 10weeks aappaulling service avoid this store at all costs”

Helpful Report

Posted 6 years ago

“All three items faulty could not speak to anyone tried and tried to get through phone constantly busy still ongoing not sorted yet very very upset disappointed no customer service at all AVOID.”

Helpful Report

Posted 6 years ago

“I purchased a sofa and armchair in December 2017 from Sofology. Some 12 weeks later I was unhappy with the appearance of the sofa as the seat cushions had gone flat and were sagging in the middle. I am of a light stature and felt that this should not have occurred after such a short period of use. I telephoned Sofology's customer service line and after a half hour wait to be answered, I was told that I had to have a web chat with one of their 'technicians'. I said that I didn't want to do this as I felt it needed to be inspected in person so I asked for someone to visit my home to look at the sofa, but was advised that "they don't offer this service". I was then advised to give the sofa a further "settling in period of another 6 weeks". I was then asked if I "unzipped the seat cushions at night to let them breath". I knew then that I was wasting my time and that they were not prepared to help me. I immediately contacted my credit card company, with whom I paid for the sofa. My credit card company persued Sofology, I obtained an independant inspection which confirmed that the sofa seat filling was fibre and therefore an inadequate material for a seat cushion, and 7 months after my initial phone call to Sofology's Customer Service line, I have had a full refund. Avoid, Avoid, Avoid Sofology as a company due to poor quality goods and lack of interest in customers once they have purchased a product.”

Helpful Report

Posted 6 years ago

“Whatever you do please read the reviews before you buy! Fantastic sales Talk, but if you have a problem with the furniture THEY DONT WANT TO KNOW. If I could turn the clock back I certainly wouldn't buy from Sofology!”

Helpful Report

Posted 6 years ago

“Hopeless fabric gone bad with in a year paid £185 upfront for the insurance and been refused by insurance saying which wasn’t stated in the claim. Hopeless company and rude customer service”

Helpful Report

Posted 6 years ago

“Made me very unhappy. 1st delivery was shabby and of poor quality. Returned after frustrating encounter with Sofology inept and clumsy customer support dept. Would never recommend this company.”

Helpful Report

Posted 6 years ago

“On line avert says sofas guaranteed for 20 years. When complained about fabric stretching on settee my sofa mysteriously only guaranteed for 2 years. Load of twaddle no help what so ever . I went to this company thinking they where trustworthy been had AGAN”

Helpful Report

Posted 6 years ago

“The sales experience is slick and good experience and that's when we are asked to review. I decide to wait for actual sofa delivery before I write the review and here I am. My sofa was delivered after 12 weeks, and even after delivery charges that I had paid upfront, I had to pay £30 for Saturday delivery, fair enough. One of the sofa was delivered damaged, the delivery crew noted it in receipt and said someone would call me. It has been 4 days and no call/no communication from Sofology. I had to pay extra £30 for getting a damaged sofa. There is no phone number to call for defect or support. Try this for yourself - If you call for ordering a sofa, you get through in one minute, for delivery issues the average wait time is 42 mins, and for defect, the automated voice will say there is no phone number and refers to the website. I called the Croydon store hoping they will help me. They said, once you have paid for your sofa then there is nothing more we can do. Anything you want, delivery, support, complaint, defect, call the customer care. We can't help you in anyway. The same cooperative sales guy become a rude stranger to you. Sofology does not know the concept of after-sales service ! I was sure no one would call me so I myself wrote a mail using the site, attached the pictures, and it has been 4 days, no communication at all. Feels like I wasted my £2511 in paying for the sofa. First I pay my hard earned money and then it is me who has to chase for elusive support. Please read the reviews carefully before you buy from here.”

Helpful Report

Posted 6 years ago

“Indifference Made a mistake when i ordered my sofas. Did not read any reviews .Now going down the rocky road of dealing with strange E mails. All of your comments appear to be coming true. T V adverts-fortunes on advertising -no budget for customer care? I think this company enjoys our pain. Ref1937419 D Long.”

Helpful Report

Posted 6 years ago

“Absolutely awful 5 month experience with this company (except the store staff who've been badly let down). First time customers with them and NEVER again. Different density sofa cushions noticed after about 3 weeks. Tried, tried, tried to get Customer Services engaged but to no avail despite us being polite from start to finish. We had to resort to the Furniture Ombudsman to progress our observations after being advised by the Sofology branch where we ordered the sofa to email a complaint. I could write this review in full but who'd want to read it all! Suffice to say, after a visit by a furniture 'technician', who admitted that there was a difference in cushion density, he said we had an invalid claim as it was not a manufacturing 'fault'. So, we're living with it now; nothing else we can do as they won't even swap the cushions at the branch. Sigh.”

Helpful Report

Posted 6 years ago

“This company is an absolute joke, I honestly can't believe they are still in business. We have had nothing but aggro since our sofa arrived and it's still ongoing nearly a year later. The quality is awful and the couldn't care less. Avoid this company at all costs. If this was a £200 sofa from Ikea, I'd blame myself and say buy cheap, buy twice, however, these sofa's are expensive but the quality is absolute tat.”

Helpful Report

Posted 6 years ago

“Cheetah 3 seat sofa was great until delivered. We sunk on it. Compared to the shop equivalent my wife was unable to rise from the sofa unaided, once seated due to the lack of volume in the cushion. NO PROBLEM said sofology customer services. They replaced the seating with like for like despite the visiting engineer advising a firmer, more stuffed cushion. It wasn't just the poor filling but the appearance was disgraceful . Sofology repeatedly told us ALL we had to do was plump the individual cushions every day in a manner that would require a fit teenager to do repetitively. These cushions are heavy and awkward for we have disabilities; which Customer services have ignored. Sofology repeatably kept closing the issue only with us reopening to try and find some help. We were told Sofology would not do any more. Therefore we had to have it reupholstered independently”

Helpful Report

Posted 6 years ago

“Just spoke to Natalie Wilde customer support Had Amersham Sofa since 7th April Badly damaged when delieverd ......been told that it will soften in Time but 3 months gone by still uncomfortable no give what so ever Im 90kg so not light either ,still no give Never mind got delievered damaged... You Dont go out and spend £3200 to be sat on day in day out not to have some form of comfort NO comparison to sofa in store Keep getting told same thing it's to the specication what crap it is Same shape as sofa in store, but nothing like it in the way of comfort As for customer support total JOKE!!!”

Helpful Report

Posted 6 years ago

“Very poor company who don't care about customer service or ethical selling. Mis sell you a sofa to do what it cannot, agree it was wrongly advertised and mis sold. Won't offer to refund it to enable you to buy the sofa you would of brought from another company if they hadn't MISLED you to get your money. I would seriously recommend you consider spending your hard earned cash elsewhere.”

Helpful Report

Posted 6 years ago

“Different shades of leather. Customer services WILL NOT SEND OUT REPRESENTATIVES TO LOOK, They want photos !! i sent photos and they said they are fine. SOFOLOGY ARE SCAMMERS AND CROOKS !! DO NOT BUY SOFOLOGY”

Helpful Report

Posted 6 years ago

Sofology is rated 1.2 based on 1,647 reviews