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

“Still sat on garden furniture weeks after my promised delivery date. Zero customer service just automated replies to emails and on line chats. 3 hour hold time to speak to a customer no service rep to be promised a call back that never happens. Joined Sofology Angry customers FB page to discover over 300 people have experienced the same service. Wish I’d gone elsewhere with my 5K... 😡”

Helpful Report

Posted 3 years ago

“I have now been waiting 6 months for a sofa to be delivered and today I got another call to tell me there was a problem and I needed to wait another month at least. Customer service does not seem to have the power to do anything and cannot give any explanation as to why the constant delays. Honestly, do yourself a favour and do not buy from Sofology, unless you are happy sitting on the floor £3000 down.”

Helpful Report

Posted 3 years ago

“Please AVOID Sofology at all costs! They seem the perfect company until you get your money taken and they receive our order but after that you are left with worst experience ever. We ordered Gigi sofa and waited for nearly 15 weeks for delivery (website said up to 12). Once it arrived it was very clearly second hand, covered in scratches and water and oil stains, and faded in some places. The process to get a refund was the worst it could be, we had to copy their CEO in our correspondence in order to get any response, and even then had to take legal advice and threaten legal action before we could get the issue resolved. Save yourself the hassle, even if you have to pay a little extra (though Sofology isn’t even cheap), and go somewhere reputable like John Lewis. We also ordered 5 cushions and they delivered 3 cushions (one of them is wrong one to which we ordered) so much stress we have had last few months dealing with Sofology.”

Helpful Report

Posted 3 years ago

“Sofa ordered January 11th, received an email 2 weeks ago asking us to book delivery, we paid an extra £40 for a Saturday slot. Received an email on Friday confirming delivery would be made as booked between 0730 and 1030, 3 hours later another message to say there was now a problem and we wouldn't be receiving today.....odd ??? Spent hours holding on the phone to eventually speak to someone that basically said it wasn't their problem (customer services - go figure) and we needed to speak to 'deliveries', currently waiting for a call back which we can assume won't happen. Sold our old sofas two days ago so sitting on the floor .... Sofology are a joke and I would of given no stars if possible. Just waiting for their BS excuses now 🙄”

Helpful Report

Posted 3 years ago

“Awful service”

Helpful Report

Posted 3 years ago

“Ordered a sofa from Sofology online. Got my delivery slot, took the day off work, removed my old sofa which I gave away the night before the delivery was meant to arrive. Waited all day in my house waiting for the delivery that never came. Called their customer service number the next day, waited for over an hour for someone to take my call to then be told my sofa was missing parts which they have known about for almost a week. I asked why have I been receiving text messages and emails all week giving me instructions what to do ahead of this existing delivery day ! The woman said oh, someone has just not updated the system therefore you are still getting the delivery timeslot emails / texts. I asked what am I meant to do now as I have no sofa for my family to sit on. She said they will give me £150 towards another one. I said this is unacceptable and asked for someone to call me back asap with more authority to discuss this further. Surprise, surprise no one called. I called again the following day and they then offered me a refurb one. I was disgusted with them, no compassion or understanding of this situation. I will never purchase from them again.”

Helpful Report

Posted 3 years ago

“Very quick to take your money, but beyond AWFUL when it comes to delivery. I received a text to confirm a day and time slot for delivery. I waited in, received nothing. I waited a little longer before calling Sofology to find out where my product was. It was taking so long for Sofology to answer, I tried webchat multiple times, but no one ever answered me on webchat. I had to wait over 2 and a half hours on the phone to be told, the item was marked as returned...no explanation provided at all. I was told I would receive an update in 72 hours. I never received an update in 72 hours. So I tried webchat again, thankfully someone answered. They apologised, seemed like they could rearrange and I was provided a new day for delivery. When the product arrived, it was WRONG. I walked into the store I bought the product from but was told they cant help me and I have to call customer services or try webchat. To me it seems pretty dreadful if a store (who happily took your money) says they can't help you. After calling Sofology, I was on hold again for over 2 and a half hours. I emailed photos to prove the product was incorrect - just as I was told to. But since they said I would hear back in 72 hours (and last time that was a lie), now I am trying to get a new delivery rearranged but I can't get hold of anyone. I waited on the phone for another hour and 38 minutes, and the lady who answered my call suddenly stopped talking after announcing herself; and despite me telling her, can she check if she's put herself on mute (because I knew I hadn't), she hung up on me. She didn't try calling me back either. Worst customer service ever experienced.”

Helpful Report

Posted 3 years ago

“My mother ordered a swivel chair through clearance, paid and was told it would be delivered in a few weeks time. A week before delivery, she was called to confirm the date of delivery, then on the delivery day was called to say her product "could not be located". When speaking to customer service, she was refused a new version of the same chair (that was apparently in stock) and told none of the clearance versions were available, despite them still being on the website. She was then told that the website was not reliable as it wasn't updated as quickly as their systems, so an item that was out of stock could still be shown as available and purchased through the website. This has left her with nothing to sit on but the floor, having removed her old sofa to make room for the new chair. Absolutely disgusted in Sofology”

Helpful Report

Posted 3 years ago

“Like some of the previous reviews my sofa started sagging after 24 hours, and yet the sales person in the paisley reassured me that the leather sofa he recommended would not do this, the technician they sent out said that is the style of the suite, why would anyone buy something that looks like its been sat on for years, and they are refusing to take it back unless I pay a percentage of the cost of the suite, but I am taking this further, do not buy from here.”

Helpful Report

Posted 3 years ago

“If I could leave a minus star score I would. Ordered a 2k sofa last November - delivery date to be this March. two weeks or so before delivery date they emailed to say oh sorry we didn't actually put the order in. Emails out to the Priority customer link bounced back(strangely received a response post my tc with 'customer service'). When I spoke to a worker they were rude and offhand - who advised that the emails probably bounced back because I had poor wifi (what?) appears that they are employing petulant children to manage customer service- I suppose because they just read a script therefore not necessary to have any service skills whatsoever. Offered a discount, which I accepted and they gave me a new delivery date of early May. Again, received an email saying nocando as the supplier cant source the fabric (what?!) and that they would email me when they could and I could go to a link to book in my own delivery date post June. No actual confirmation of timings or that the product could actually be made. Emails went unanswered, bar one which stated that they couldn't respond to emails due to a problematic email system. No response whatsoever from my calls to the 'priority' telephone number supplied (jokes on me I guess). Eventually, once I raised a complaint via Paypal for a refund this was actioned. Unbelievably poor service - good luck with staying in business. 100% SHAMBLES of a company. Unless you have masochistic tendencies then I would strongly advise that you steer clear of these cowboys.”

Helpful Report

Posted 3 years ago

“I took delivery of a leather 3 seater and 2 seater only 4 weeks ago .... the leather on the 3 seater was creased on delivery and started to sag almost straight away. The “technician” has been today and I’m told his report says there is nothing wrong with the sofa !!!! It’s a mess !!! Customer service was not helpful at all, despite the technician agreeing with me that the sofa leather has sagged he did not write this in his report so I’m told that as he is the expert I have no recourse. The sofas are being collected and I will have to pay forgo % charge ... my advice. Think very carefully before you but from sofology ... I have also asked for a copy of the technician report..... not seen that as yet !”

Helpful Report

Posted 3 years ago

“Sofa not even 3mths old and cushions are flat, only my husband and myself in the house. Can’t get through on the phone, terrible service so I’ll have no option but to go back to the shop to complain. Total waste of my money... not a happy customer”

Sofology 1 star review on 24th April 2021

Helpful Report

Posted 3 years ago

“I rarely write a view but have to this time. I have never experienced such shockingly terrible customer service! Ordered a £4k sofa in January, delivered scheduled for 6th April - stayed in all day with no delivery. It is now 22nd April, I have called them and was told this would be looked into - not heard back, I have emailed - not heard back, I tweeted - not heard back and live chat is about as handy as a chocolate teapot! Really really wish I had NEVER ordered from this company! WHERE is my sofa????????”

Helpful Report

Posted 3 years ago

“Ive ordered a sofa in the January sales and was told it would be available by March. Its now nearing the end of April and still no sofa! trying to get through to customer services is an absolute joke no-one ever replies to their web chats despite them advertising they will reply within a few minutes. Ive tried contacting them by post, email and web chat no reply from any. Tried ringing the branch where I ordered it from (Birstall) but you cannot speak direct to branch it just directs you to the website. Its Ok Sofology we'll just keep sitting on the floor!”

Helpful Report

Posted 3 years ago

“Just awful customer service. We ordered 2 sofas in December. Still waiting for them. You can't get through to customer service unless you wait over an hour. They don't answer on line chat or emails. They told us they would deliver the sofas 3 times now and we waited in over 5 hours and nothing. no communication to say not being delivered. My Sofology web page is awful. Cant get what you need and they keep changing delivery dates and not informing you. Would NOT recommend this company.”

Helpful Report

Posted 3 years ago

“We have had a delivery rescheduled multiple times, each time involves us having to call and be on hold for between 40 minutes and 1hr and a half. Rescheduled again today. 3 hours on hold so far to try to get a resolution/ refund - AVOID THIS COMPANY”

Helpful Report

Posted 3 years ago

“After seeing the same sofa online for a fraction of the price and reading many bad customer after care reviews we are trying to cancel our order within the 7 day cooling off period. We’re having no luck, even went in to store and was told to wait for a call cancellation has been processed. We called ourselves, was on hold for 2+ hours to be told our order has not been cancelled.”

Helpful Report

Posted 3 years ago

“Only given it 1 star as I can’t give it 0 paid over £2500 for sofas only 4 year old snd it’s shocking pillows have already been replaces seat pads are flat very uncomfortable frame already been mended Sofology not interested and very rude Do yourself a favour and buy from somewhere else SHOCKING”

Helpful Report

Posted 3 years ago

“New sofa delivered 4 days ago within 1 MIN of the drivers leaving my property I had noticed that all the filling was split inside the cushions at the back of the brand new sofa absolutely disgusting rang the delivery driver back they said they will pass it on to the manager and I would be called as soon as they got back nothing I rang them and spent an hour on the phone only to be cut off at the point of hello my sofa is faulty I have emailed them on numerous occasions I have live chat them on numerous occasions and not one person has had the damn right decency to get back to me in my opinion they're not fit to trade avoid this company at all costs I've waited 14 weeks for this sofa and it's already looking like 14 years old please people don't put your money in this company read reviews”

Helpful Report

Posted 3 years ago

“Truly dreadful company from a quality perspective & a customer service perspective. I purchased 2 sofas last year and they were delivered at the end of February 2020, just before lockdown so there has been nobody using either of the sofas apart from my (standard size) husband and I. The cushions are plumped and turned weekly, so I contacted them in November (less than 9 months after I received them) to say the sofas looked dreadful as he cushions were all flat and just looked terrible - definitely not over £1500 worth. After looking at the pictures they thought the sofas were damaged they looked so bad (it has since been confirmed they are not damaged) and they agreed to send out a technician who said these sofas needed constant plumping which I should have been told about in store. He agreed that from looking at our house he could see we looked after our things. I definitely wasn’t told about the constant rotating and plumping (they upsold me sofa glides which I had to return on the direction of the delivery men as they can’t be used on wooden floors, which I definitely told the sales person about, so obviously she had no interest in what I needed, she just wanted a sale at any cost). I then found out that, to escalate this to the FHIO it has to be reported within 6 months! I was sold a sofa with a 20 year warranty but as I waited 8 1/2 months, this wasn’t covered. And as it is manufactured to look this dreadful, they are not at fault. I then received an offer from their media complaints department offering to refill the cushions although with the same materials, as there WAS a manufacturing defect. This offer was made at the end of January (still less than a year after I received the sofas), and on 10th February I agreed to this as there seemed to be no other option. My initial complaint was closed after the offer was made, and I wrote and said I wasn’t happy with that as they had agreed there was a defect and had offered to refill the cushions and now nobody was answering me, and the auto reply to that email told me I would hear back from them, usually with 24 hours. After 10 days I emailed their CEO. She didn’t bother replying to my email after I let her know nobody would reply to my other emails, but she did get someone to finally contact me to say they’ll order new interiors for the cushions. So just another 10 weeks to wait for this, although they’re apparently the same as the current rubbish ones so not sure what’ll be achieved by this. And the marketing department asking me to contact them so they can not resolve this just adds insult to injury frankly. I cannot state enough how much you should stay away from this company, they are the most awful company i have ever used. There does seem to be lots of recent negative reviews showing just how many people are having dreadful issues with this company.”

Sofology 1 star review on 16th April 2021

Helpful Report

Posted 3 years ago

Sofology is rated 1.2 based on 1,647 reviews