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

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“On the day my order was supposed to be delivered, they send me text messages that it can’t be delivered. After 3 weeks on investigation and a large number of phone calls (waiting for almost 30 minutes in each call) they told me my item went missing!!. I am waiting for a refund. Not recommended at all. Before anyone order anything from them just try to call their customer services and see by yourself what type of service they offer. I am very disappointed.”

Helpful Report

Posted 3 years ago

“We ordered a 3 peice suite in April 1 delivery date cancelled. When it came they could not get the sofa through. Broke the hinges which I did get the money back quite quickly. They left us with 2chairs they took door handles off was going to take door off we would not let them. Endless phone calls saying 49in que. waited on phone for hours at a time one time my daughter was 3hours they cut her off eventually 3hours in the afternoon got through. Eventually they took the chairs back and a full refund quaintly off furniture was not the same as in shop customers service and aftercare is rubbish. And they have the nerve to advertise on television”

Helpful Report

Posted 3 years ago

“Dreadful experience. Emails and texts asking me to book online delivery dates but web site did not allow. Months late and still no date due so called Trading Standards who said to write Recorded Delivery stating my case. Response within 24 hours cancelling order at no cost to me. Result! Stand your ground and be "strong" in your letter and it seems to work. Promise to shout it from the rooftops if they do not do what they are legally obliged to do. If they break the contract you can threaten to sue.”

Helpful Report

Posted 3 years ago

“I have to say other than taking 4 months to arrive I got it today and there were no issues. My couch arrived today all in great working order, delivery team were fab too! I was worried after reading these reviews that it wouldn’t turn up or if it did it would be damaged but it’s all good! Maybe I was just lucky but I recommend Sofology!”

Helpful Report

Posted 3 years ago

“Please listen to what other customers are saying about Sofology, I did not and now in the same situation. Ordered sofas in June and nothing delivered even after two delivery dates and time slot allocated. Only thing delivered to us is excuses from Sofology, after requesting balance payment which I paid, big mistake, if I could get my money back I would do it now and leave this dreadful company behind. Sad thing is these stores are still selling to people knowing they cannot deliver. No answer to emails or phone calls, appalling customer service and I will certainly never use them again. We, like so many other customers are in an empty living room pending delivery from Sofology, I will only describe them as a joke, with no interest in customer service. I for one will be escalating this to higher authorities as there is no way Sofology are going to do anything to help and should not be treating people this way.”

Helpful Report

Posted 3 years ago

“I placed an order for Coco 3 seater sofa-bed in the Croydon store back in July 2021. Following the purchase, I was advised the estimated delivery would be September 2021. On the 10/9/21, I received a text message from Sofology, advising me that my sofa was ready for delivery so I booked my delivery date for 18/9/21. In preparation of the confirmed delivery date, I got rid of my old sofa and paid for professional carpet cleaning. Few days ago, I received a message claiming there were unexpected supplier issues (that's after confirming the sofa was ready for delivery?!) Sofology offered no reasonable explanation and when I tried to reach them, no one is available. I now have no sofa in my living room and what aggravates this whole situation further, when I try to contact their customer service team on any of their numbers, no one is picking up the phone so I am unable to communicate my concerns in a two way discussion, regardless of the time of day I call. To add to this awful experience, when I email their team or use their online enquiry form via their Sofology website, I either do not receive a reply or a generic response comes back, which I assume comes from a robot as it doesn’t address my concerns and I received no reassurance that Sofology would aim to rectify the situation within a reasonable timeframe. Their team so far offered no compensation or solution. I now had to make a formal complaint and after 28 days, I can escalate the matter to the relevant ombudsman. If Sofology has no resources to deliver goods on time, they should review how they run their business, instead of visiting this issue on paying customers. Additionally, it is their obligation to provide a reasonable informal step and communication channel and not ignore customers who have already been let down. Customers are under no obligation to accept being indefinitely inconvenienced and thankfully the UK consumer rights provide protection against this so my advice is to submit any formal written complaints as soon as possible to the Sofology Head Office so you can escalate your case after 4 weeks, should you face same / similar experience.”

Helpful Report

Posted 3 years ago

“AVOID - extremely poor communication. Money taken but furniture not delivered. Would give a zero rating if it was available. We were originally impressed with the in store service and ordered over £4,000 of sofas and a chair back in May having been informed that the estimated delivery date of 31st August (shown online - My Sofology) was "worst case scenario". Since placing the order we have received very little communication about our order. Back in July we received an email advising that our order had been made and was on its way. Our attempts to communicate by email, online chat and telephone have all been unsuccesful/ignored. Eventually we received a text advising us to book our delivery date online which we did - for the earliest possible date of Monday 20th September. At 5pm tonight - Friday 17th September we have received an email advising that delivery has been postponed but no further information. No surprise - no luck with email response, online chat or telephone! We have been sent another text to book delivery online but on logging in we've found that this isn't an option. In the meantime Sofology have our money and we have nothing to sit on as we disposed of our old furniture ready to take delivery of the new.”

Helpful Report

Posted 3 years ago

“DO NOT BUY FROM THEM I hate to leave this review - but buyer beware! We had a sofa delivered in December 2021 and it had many faults and was well below the standard we expected - it's not 100% usable as of today as one of the sections does not have any feet attached to it and the seat base is broken do cannot be sat on. Customer service agreed to replace the whole sofa a few days after we reported the faults. As of September 2021 we still have not received the replacement. I have made contact with Sofology numerous times and each time am fobbed off by being told that it has been escalated. This was an expensive sofa and I am so so bitterly disappointed with both the quality of the product and the lack of service we have received.”

Helpful Report

Posted 3 years ago

“Very, very poor customer service with no updates on when my order will be fullfilled. Only way to try to get info about my order is queing on the telephone over 2 hours and I still dont know anything apart from I know my furniture is sitting in the Basingstoke warehouse and no one seems proactive to get me any update when it will be delivered which has been sitting there since May/ June. My online view of my account is not visible to me as they entered my email address incorrectly and apparently no way to correct this I was told. Delivery people told me clearance furniture will have damage (small tears, chips in legs, dirt) I will have to accept and that it is not just old stock. Unfortunately I love the pieces of furniture and just want this hassle to end. I could never take money from a customer and deliver it part of it broken and part given no update as when I can expect yo receive it for months. No reply to many, many calls, emails, webchats. Just aweful service and experience with Sofology.”

Helpful Report

Posted 3 years ago

“Terrible company, ignore all emails and literally just don't answer the phone. Avoid.”

Helpful Report

Posted 3 years ago

“After waiting 10 weeks our £3,300 sofa and stool were delivered as promised. So far so good - but two pieces were heavily damaged and from what we could see the quality was not the same as we had seen in the shop. On advice from the delivery team (who said this was quite normal!) we refused to accept. Then our problems began. We could not get our money back and numerous attempts to speak to customer services failed, being told to ring back later, or at best being number 40 in a queue. After revisiting the shop we found they rang the same customer services number as the general public and were also number 40 in the queue. The manager then told us they get priority over the general public so number 40 in the queue could in fact be number 140 for us! Then to add insult to injury we saw our goods being sold on their clearance site without mentioning the damage and before refunding us. We spoke to three separate members of the sales team (yes you can get through to them very easily and quickly) who promised to ring us back but not surprisingly none of them did. We threatened legal action and surprise, surprise our furniture disappeared from sale and two weeks later our money was refunded. After 4 months and lots of anguish and stress we found ourselves back where we had started without furniture. To summarise do not be fooled by the shops’ friendly and laid back “we are not on commission” attitude. The company is not good and I can only suggest the lovely Helena Bonham Carter was duped when agreeing to appear in their TV adverts the same as we were. Stay well clear of this company who are not what they purport to be. They trade on customer’ money. We will never step inside their shops again and urge you not to. They need exposing- I understand “Watchdog” are on the case. Interestingly Trustpilot would not let me post this one star review!!!!!”

Helpful Report

Posted 3 years ago

“Do not use Sofology! First, I ordered my sofa beginning of April and am now on the third delay notice with a potential (!) delivery date in November. Even worse, I had delivery of a loan sofa confirmed three times - and each time the sofa wasn't delivered due to some mistakes... I staid home from work today and lost a whole day while no one at Sofology is even able to speak to you - unless you want to place an order of course. Never ever again!!!!”

Helpful Report

Posted 3 years ago

“Great sales staff and choice of furniture but after sales is terrible. Couldn’t get a reply from anyone to my 5 emails regarding suite not arriving on due date. When it did arrive extras purchased (care kit £39) was not sent. Delivery man said report to customer services but over an hour queue time each time we tried. Eventually sat in a queue then suddenly told the office was closed now. Webchat do not respond. Dreadful customer services let this company down”

Helpful Report

Posted 3 years ago

“Sofology delivered a pair of sofas Jan 2021 ordered August 2020. They were wrongly finished in contrast stitching. After numerous calls emails (dozens and dozens) and a physical visit to let in store customers who they were dealing with, they agreed to change them. June 2021 they delivered after a no show 2 weeks before (NOTE SOFOLOGY STATES IF YOUR DELIVERY IS LATE YOU GET £50 REFUND...I DID), the 2 seater sofa correct finish no contrast stitching. However the 3 seater arrived with with peach stitching!!! They agreed to order new sofas after dozens of calls shop visits and ignored emails. Sept 12 new sofas Delivered 1 x 2 seater & 1 x 2.5 seater. What was ordered was a 2 seater & a 3 seater. Now again we will have to fight to get this sorted.. In all instances they were to blame for the errors. They have not taken ownership of this huge cockup. They do not answer your calls unless you wish to purchase a product (Think twice before you do), now we start again. Big TIP go to the store and make your case known to shoppers buying their products in store, the manager will then do what he should get you talking to Sofology's NON EXISTING CUSTOMER SERVICES. BEWARE BUYERS.”

Helpful Report

Posted 3 years ago

“Do not buy from this company sofa was meant to arrive Monday 13 September they called me Sunday night the 12 September it won’t be delivered they said don’t know when it will arrive can’t get through on the phone don’t reply to emails I have given them nearly £3000 pounds please read these reviews they don’t care”

Helpful Report

Posted 3 years ago

“Oh dear, I’ve been had just like so many and now falling down a worm hole of waiting for a sofa that never comes Of course the shop looked nice and service to take my £2K plus for the sofa was a dream, but that was the end of service. Sitting in living room on dining chairs but deadline has past for delivery. No one answering phones and no info on my sofa I’ve been done up like a kipper by the worst company of cowboys I’ve ever had the displeasure of dealing with. Avoid Avoid Avoid”

Helpful Report

Posted 3 years ago

“Sofas arrived damaged. Was told by delivery drivers they would let sofology know and then we would be contacted to resolve. I had to phone them. Over hour to get through. Agreed for sofology to try to repair sofas. Was told verbally and by email would be done within 6-10 weeks. My complaint is with the disgusting service we have received from customer services. Over 10 weeks since delivery of sofas with no update to let us know what is happening. Spent over 2 hours last week trying to get through to them only to be cut off. Tried e-mailing. No response. Tried the on-line chat many times. Two days to get back to me from an instant on line chat. Told someone from Technical department will call back within 24 hours. Nothing. More on-line chats with either wrong information given to me or again told would get phone call within 24 hours. Constantly being fobbed off. 5 days from first trying to speak to someone on the phone managed to get through to customer services today only to be told they won’t speak to me as delivery order in my husbands name. After I told her I’m fed up with customer services etc she put the phone down on me. We paid for our faulty sofas in full so sofology you need to stick to your terms and conditions and either fix my sofas, replace them with new or refund me. This is by far the worse service we have ever experienced from any company. You should be ashamed of yourselves sofology and to be honest the service you are providing I’m surprised you are still trading.”

Helpful Report

Posted 3 years ago

“DO NOT USE SOFOLOGY. Same as most other customers. Paid for sofas, delivery day came in July, only 1 sofa delivered. 2nd sofa missing. Left to chase up, hours and hours on the phone.. emails, webchat ignored, fobbed off, lied to. My sofa wasn’t sent from the manufacturer, to, it is lost in the warehouse, now back to its with the supplier… but that’s it. How does that help… 2 months since it wasn’t delivered. The only contact is via me sending complaint after complaint…. Just to be fobbed off with “they are looking into it”. I have no sofa! I have 1 “love seat” for a family of 5. How is them looking into their failed delivery helping me?? I want a solution, I want to know my sofa is being delivered on #### date… Or…. As I have told them, with no response… a REFUND. Please don’t ignore these reviews. Do not buy from Sofology. Stressful and upsetting is an understatement.”

Helpful Report

Posted 3 years ago

“I didn't realise Sofology had such bad reviews until after I had placed my order and was getting quite worried. I ordered a clearance/ex-display sofa online and so only dealt with Sofology via telephone and email. I was contacted to arrange delivery which arranged for a day that suited me. However, 48 hours before the delivery date I had to take my dog to the vet and his follow up appointment was scheduled for the delivery day so I had to phone Sofology. I was fifth in the queue and on hold for about 10 minutes, spoke to a lady who cancelled the delivery and contacted me later that day to reschedule. The day before the delivery I was text my four hour delivery window and the morning of the delivery I got a phone call asking if I was home as they were running earlier than scheduled. The delivery itself went smoothly, the guys were friendly and professional, carried my new sofa upstairs for me and I'm very happy with it. I also paid for the Clearabee Sofa Rescue service which went equally smoothly. It was a bit of a fiddle to get the old sofa out but they took a part off and got it out. It couldn't have gone better and from the experience I had I would use them again.”

Sofology 5 star review on 14th September 2021

Helpful Report

Posted 3 years ago

“Great shop service, but once you’ve paid, if anything goes wrong with your order as it did with us, they drop you like a lead weight and leave you dangling. Customer service sucks. No calls returned, hung up on, delivery times not held too. Avoid at all costs”

Helpful Report

Posted 3 years ago

Sofology is rated 1.2 based on 1,647 reviews