Name: Sofology
Rating: 1.21

“Fell for the oldest trick In the book 'delivery before Christmas' after they were due to be delivered last Thursday they then cancelled our slot and only informed us at 3pm in the afternoon on that day. Told us they had been delivered to the wrong depo, most likely lies. Due to be delivered again today and this time 'can't get hold of driver'. Appalling customer service wish they would just be honest and stop making us take days off work to hang around for sofas which are not coming! Do not buy from Sofology.”

Helpful Report

Posted 5 years ago

“Guaranteed Christmas delivery...what a joke!! Waited in all day for an expected delivery 12-4...nothing! Contacted customer services....was told that they do delivery till 8pm, so waited patiently all day till 8:15pm...nothing! No phone call, no email, nothing! Called customer services....closed!!!! Rang first thing Sunday 22nd December...’we can book you in for a delivery Friday 27th December’....so much for guaranteed Christmas delivery! Waste of space! Will not use Sofology ever again!”

Helpful Report

Posted 5 years ago

“Avoid Sofology at all costs, poor quality furniture using cheap materials that look really good in the showroom. The seat cushions on our 18month old suite have softened meaning it is now very uncomfortable, we bought a suite with firm cushions due to back issues. Sofology are not interested, natural with usage according to them, was sent a cheesy video showing how to 'plump' them up again, not possible with this suite, £3.5K not well spent. Chair arm has already been repaired, engineer showed me inside made from cheap wood and hardboard. Recline mechanism has now gone faulty too, been advised parts will be 10 - 14 weeks for delivery. Local firm can repair much quicker.”

Helpful Report

Posted 5 years ago

“Where do I start..we bought our sofa from sofology, was delivered beginning of oct 2019. Middle of Nov noticed zip was burst on seat cover. We contacted sofology and they ordered another seat cover. Had to wait around 4 weeks for this. New seat covered arrived and as soon as i opened it, i could tell this zip was burst too. Was not happy to say the least. Contacted sofology but they are not willing to get this fixed and have said it would take 10 - 14 weeks for another seat cover. I promptly refused. They have offered us a credit note so we have decided to order the same sofa again. We really like the sofa. You won't believe it but the top back cushions zip has burst also. Im so shocked with the quality of there sofas. I will be asking for a full refund and cancelling my order.”

Helpful Report

Posted 5 years ago

“So, it looks like we fell for the oldest trick in the book “delivery before Christmas” I do wish they’d be honest and stop F#£&ing people over, you shameful disgraceful scum bags. Well done you arse wipes keep chipping away at decent honest people and like Corbyn you’ll fade away as joke. Well let’s hope the standard of the sofa will be the same it was in the shop. WHEN it eventually arrives, Wait out, wait out.”

Helpful Report

Posted 5 years ago

“Was promised my delivery today between 730 and 1030 now 20.45 and still no three piece suite despite 10 phones calls today 6 times cut off and promised by three people would ring me back. Do not buy from this shabby firm the customer service is awful would not recommend this company to my dog.”

Helpful Report

Posted 5 years ago

“Rubbish do not buy anything from them. The quality is rubbish from the minute it arrived, we immediately contacted them about the state of our brand new settee, they told us to plump the cushions for 1 month!!! Then sent a technician out what a joke! We've asked for a refund we don't want the shabby settee, they point blank said no. Do not purchase anything from them. You'll be left feeling stressed and with furniture that is pure bad quality and absolutely terrible customer service who just do not care”

Helpful Report

Posted 5 years ago

“Booked delivery, which arrived, only to be missing one item and second item not the one I ordered. Rang customer service only to be told they were both classed as missing. No prior notification although driver said they were aware two days prior. Not from stock bu clearance items. They promised to call back, never did. No furniture at all as had removed day before. Disabled and on dialysis, with no were to sit to dialyse but Sofology couldn’t give a damn. They only care about the £.”

Helpful Report

Posted 5 years ago

“No updates on delivery. Cancelled first order as it didnt arrive when stated. Tried again, guaranteed for Christmas delivery, been chasing all week but get no answer on the telephone. Finally advised by web chat that ig will be sometime in january. Awful customer service.”

Helpful Report

Posted 5 years ago

“I feel scammed. The sofa is uncomfortable, the chaise is higher than the rest of the sofa and it has sagged like it's 10 years old. Had a technician out once and nothing changed. Had my tickets closed countless times as there is nothing wrong according to sofology.”

Helpful Report

Posted 5 years ago

“Great up until delivery. Half the order missing, phoned customer services several times, numerous live chats, no one interested in helping and still don’t know where my footstool is... service is shocking!”

Helpful Report

Posted 5 years ago

“Delivery was late, delivery drivers used foul language. Parts of the sofa missing, lack of ownership from customer care dept....wouldn’t recommend unfortunately.”

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Posted 5 years ago

“Rubbish, don’t ever buy anything from this company. Ordered a sofa, the wrong size came and they are not interested at all, will not accept that they are in the wrong! Terrible service, wish I had read the poor reviews first”

Helpful Report

Posted 5 years ago

“No update on Deliveries very poor deliver service”

Helpful Report

Posted 5 years ago

“The issue that I have experienced was: About now few months ago I order a sofa bed with the sellman after been waiting for more then 6weeks I received not the sofa bed but just a sofa . I was dealing with the customer service and they told me was it s was mistake and they will send me the sofa bed but i need to wait another 6 weeks . After 8 weeks the new sofa arrived but this time couldn't pass the front door so they took the sofa back Until now I keep calling every day to find out a solution but they are saying we call you back but they never do I just want to write a review to be aware of the very poor customer serice and delivery you can find much better price wise and less stress.”

Helpful Report

Posted 5 years ago

“Never buy insurance from them it’s a scam big promise about care but never deliver you end up paying more . Nice to hear about great service on trustpilot but be careful when you buy from sofology as when you buy a sofa from them they make you buy insurance to protect your sofa. I buy a leather sofa £1800 and they make me buy insurance which they say will cover anything happen even lost colour or stains they will repair it at no cost. Guest what just under 8 months both side of my sofa edge slide colour change and it’s not comfortable as it use to be also it make noise when reclining. I call them book an engineer ,he came to check and say it’s fine we will paint both side and put a foam on both side for comfort but for the noise need to recheck. Which is fine I’m happy but later I got an email my case is been resolved when I call them they say I need to pay £400 to get it repair. Four hours ago the engineer told me is fine we will repair it at no cost and now I been ask to pay. Very unfair scam now I got a £1800 sofa not comfortable and some mark on side Can’t be repair even I pay full insurance cover care. You should not promise something you cannot deliver all scam just to get more money out .”

Helpful Report

Posted 5 years ago

“Embarrassing service from start to finish. Ordered sofa that broke down in order to fit it into my house, spent 30 mins providing all the relevant measurements and all the info required to carry out the order, only for a sofa to arrive that didn’t break down and wouldn’t fit. Customer service completely unsympathetic, constantly breaking promises of calls/emails back and every call they pass blame to other departments and complain how difficult their jobs are. With no customer service training and presumably endless complaints to deal with daily, the end result is a call centre full of snarky, rude, defeatist and clearly unhappy people; who seem to take pride in offering the lowest level of service they possibly can. Special shout out to Lindy who really took pride in reading her script, poor lass!”

Helpful Report

Posted 5 years ago

“Absolutely horrendous customer service. 1. Bought a sofa, a nest of tables and a coffee table from sofology in store. 2. I happily passed the credit check and started the repayments before the sofa had been delivered, even though I was told by the in-store team it will only start after delivery. This was fine by me, but it's where the issues start. 3. I received confirmation within the 9 weeks promised, that my delivery is ready to be booked. I happily booked it at the most convenient time for me and paid £67 to have a smaller van deliver it as a bigger van wouldn't fit down my street. Note, this was not communicated to me at the time of purchase by the in-store team so I was slightly miffed about this. Nevertheless, I carried on. 4. The delivery came, sofas and coffee table... no nest of tables! 5. The delivery team contacted their head office who told us that another team will call us to arrange a delivery. 6. The customer service team called to ask if I wanted a delivery or if I wanted to collect in store. I chose the delivery as it more convenient for me. They said they'd arrange this. This was on the 5th November. 7. I didn't hear from them at all, no communication whatsoever. So I logged a ticket using their online system. No response within 24 hours. This was on the 11th November. 8. I called them on the 12th November, the guy on the phone fobbed me off to the customer service who said someone will call you in the next 24hours, so I waited again. 9. I went on their webchat on the 14th November and was told to wait for a call back in the next 24 hours. 10. No call back. 18th November. I again go to their webchat and was passed around to 3 different customer 'advisers' who promise me they'll get me the tables. I was offered £20 refund as a compensation for all this kerfuffle. 11. The customer adviser sent an email to the WRONG store and sent me a screenshot of an email as proof that they're doing something about this. 12. This is still 18th November, I ask for a call back from a manager and I am told that this needs to be reviewed before a manager calls back. Note: I've now been on this webchat with this person for 1hour 45minutes and counting. I'm posting this on social media and every review page I can so that people know the truth of the customer service team of Sofology are like.”

Helpful Report

Posted 5 years ago

“Completely had enough! That's it - I cut my losses with Sofology. Eight emails, seven phone calls, five different prices, lies, retractions, unsympathetic, corporate line scripted, admissions of 'bumping up prices' (yes, I have that in an email!!), and believing that as a customer I am stupid, I have ordered my sofas elsewhere. Customers, before you push that button on a new order please consider this... The quality of product isn't that great - if you look on reviews.co.uk, there is a litany of very bad reviews. The aftercare is shocking at best. The deliveries (that you will now be paying handsomely for) will be poor - damaged - lost - if they turn up at all. Your sofa will end up in this 'refresh programme' within the next few weeks for a much cheaper price - something I was told by TWO different store managers. There is a lady somewhere with a spreadsheet that decides the stores, and when. If you buy an ex-display one, be wary of its location. Sofology will not want the additional costs associated with 'trunking it' from one warehouse to another, as it's a pain and they are told to avoid doing it - doesn't matter about what the customer wants or orders. Honestly, do yourself a favour and give them a swerve.”

Helpful Report

Posted 5 years ago

“Completely had enough! That's it - I cut my losses with Sofology. Eight emails, seven phone calls, five different prices, lies, retractions, unsympathetic, corporate line scripted, admissions of 'bumping up prices' (yes, I have that in an email!!), and believing that as a customer I am stupid, I have ordered my sofas elsewhere. Customers, before you push that button on a new order please consider this... The quality of product isn't that great - if you look on reviews.co.uk, there is a litany of very bad reviews. The aftercare is shocking at best. The deliveries (that you will now be paying handsomely for) will be poor - damaged - lost - if they turn up at all. Your sofa will end up in this 'refresh programme' within the next few weeks for a much cheaper price - something I was told by TWO different store managers. There is a lady somewhere with a spreadsheet that decides the stores, and when. If you buy an ex-display one, be wary of its location. Sofology will not want the additional costs associated with 'trunking it' from one warehouse to another, as it's a pain and they are told to avoid doing it - doesn't matter about what the customer wants or orders. Honestly, do yourself a favour and give them a swerve.”

Helpful Report

Posted 5 years ago

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

Sofology Reviews