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

“Disgusted with the sofas I have both sofas sinking, and are uncomfortable to sit on. Only a week old and look like they have been sat on for years. Very different foam used to the ones in store. Wold never have choopen these sofas if I had realised how uncomfortable they would be. Yes I have complained and I am waI ting for a technician to look at the sofas. Not holding my breath for an easy resolution.”

Helpful Report

Posted 5 years ago

“Terrible. Don't go there. Poorly built although look good in the shop. Aftercare is horrendous.. They don't want to know!! Stay away. Be warned.”

Helpful Report

Posted 5 years ago

“I have aleady said how bad this company is on Trust Pilot. I was contacted today. Even though i am booked in for a technician on Tuesday. They have asked I call and book a technician what an absolute joke. Cant the read. We got the Lawrence Sofa delivered eventually on 17 Oct. What a shock, who ever QC'd the sofa must have had there eyes closed. Cushions out on line, not enough packing in places. To top it off, they didnt bring the chair that was ordered. So we had to wait another 2 days for that. The store staff are great you cannot fault them. Most of the delivery guys are great. However customer service is appaling. They promise, but give nothing. Blabbering on about needing a texhician to attend, doing any rectification work onsite. Just a word for those who have taken out finance. Contact them and report it. They will tell you your rights. Oh if you area reading this from sofology. Dont contact me.”

Helpful Report

Posted 5 years ago

“Bought a new safari footstool, the delivery process was horrendous, at first they couldn’t find it in the lorry, when they did the packaging was ripped and had large holes in it, the cardboard packaging inside plastic wrapping was not wrapped around the footstool and was merely shoved inside, i carried it from the lorry 100 yards to my house, I unwrapped it and realised the feet were missing, thinking that due to the disgusting state of the packaging it was possible the feet had fallen out so I immediately phoned the delivery driver who was not interested in looking in the back of the lorry, the driver also mentioned what I’d been thinking that this was a customer returned item. So I wasn’t having that so phoned customer services and was given the usual “computer says” spiel, I asked to speak to a Manager, none available, I asked for the name of the Managing Director, this was denied to me, as I was not giving up in the end they offered to collect the item with a full refund. The delivery and customer services system is frankly awful and all this after I had spent in the last 4 weeks or so over 4K on Sofology products. Not pleased”

Helpful Report

Posted 5 years ago

“Chinese crap sold by fob off monkeys ! I bought a £3000 leather suite off these horrible people and it was just the worst ever piece of furniture i have ever bought ,serious faults appeared after a couple of weeks and Sofologys call centre basically fobbed me off ,you really should avoid buying anything from this company as soon as they get your cash they dont give a damn !”

Helpful Report

Posted 5 years ago

“The worst experience I have ever had with an consumer, purchased a sofa in early 2016 when it arrived within a month a consultant had to come out as there was issues with the legs, thereafter it was problem after problem occurring with the quality of the leather. The lack of support from sofology and customer services was beyond believe - 3 years later have been left no choice to seek legal advise. Do not waste your time with this company.”

Helpful Report

Posted 5 years ago

“I was very happy, until the sofa turned up in the wrong colour. I ordered black and got a hideous grey/brown colour. They have turned their backs on me saying that is correct. I have been conned by their system, please be careful you don't fall the same way”

Helpful Report

Posted 5 years ago

“Awful customer service no help given leaving me upset my sofa had issue with the cushions the technician said to plump the cushions every night ridiculous with a brand new sofa so I left with disgusted definitely would not recommend Sofology for a sofa”

Helpful Report

Posted 5 years ago

“This is without doubt the worst company that I have ever dealt with. The sofa and 2 chairs were damaged on arrival. I have been sent 3 different lots of replacement leather cushion covers and whole pieces of leather to cover the whole carcass of the damaged chairs. Every replacement item has been damaged/faulty. I have been trying to get a resolution since February 2019. I have asked for my complaint to be escalated 6 times, I have asked for a copy of the official complaints procedure 6 times, I have emailed the complaints team directly twice. Today I have been told that I cannot have replacement furniture as they cannot guarantee that the new items will not be faulty or damaged. I have been told the only solution is for my damaged/faulty furniture to be taken away, leaving me with no furniture. This is the only offer of a solution and the final offer. I am taking the matter to the Ombudsman. Sofology have no interest in customers and have untrained, unprofessional staff. Do not use this company. I communicated by email and telephone and took 3 days off work to try and resolve the matter”

Helpful Report

Posted 5 years ago

“Quality of furniture not worth the money, had loads of problems. If I could return it and go somewhere else I would.”

Helpful Report

Posted 5 years ago

“Absolutely avoid at all costs. Bought a sofa Midas to which the studs have rusted and been told that there’s no time scale on how long they would take to rust? Nothing they can do! D/D held and trading standards have been contacted to further assist me. The customer service was shocking & the attitude of the staff on the phone is nothing I’ve ever heard before. It seems to be there aren’t interested after purchase unless you’ve got there aftercare kit / insurance.”

Helpful Report

Posted 5 years ago

“Delivery arrangements were appalling and after sofas were delivered , customer service was poor . Store staff were very good hence the 1 star, badly let down by customer service”

Helpful Report

Posted 5 years ago

“Purchased a leather reclining sofa with "Sofashield" support. Within 18 months of moderate and careful use the leather started to peel away. Contacted sofology and they told me I would not be covered as it was down to "wear and tear" I dont own any animals however I have family and friends who also own leather sofas and do have animals that climb all over them and I have seen less damage on their furniture. Poor quality. Will never shop there again....still stuck paying for this one in the finance agreement too!”

Helpful Report

Posted 5 years ago

“I had my Felton sofa delivered today and was very pleased with the service also the delivery guys were very good”

Helpful Report

Posted 5 years ago

“Well after reading reviews there is no way i will be risking £1500.00 on this company. Thanks.”

Helpful Report

Posted 5 years ago

“They delivered half a sofa...When I contacted customer service for help, I would have been luckier had I spoken with Carol "computer says no" Little Britain. It is not worth it - stay away !”

Helpful Report

Posted 5 years ago

“Bought 2x2 seater leather recliners from the Brody range. Got delivered 3weeks ago. No complaints so far. I did have nightmares on the days leading up to the delivery after reading all the negative reviews. But everything went ok for me. Only moan I have is the 11wk wait.”

Helpful Report

Posted 5 years ago

“Only 5% of customers would re-shop with Sofology, this is a shocking but very true statistic. If my experience is testament to this fact I would estimate this business is heading for failure in the very near future in a challenging retail market. I can’t stress enough to potential customers DO NOT BUY FROM THIS COMPANY. I am going to find it hard to articulate into a brief statement the utterly unbelievable experience and current situation I am experiencing with this company. Firstly, I ordered a sofa in March in store which when delivered and opened I realised was not the correct sofa. While I accept I made the final decision on sizing the dimensions written down from a store personnel on my initial visit to the store were different to that of the ordered sofa. As a fair consumer I took responsibility for this error paid £500+ to amend the sofa and re ordered a new one. After waiting nearly 8 x weeks my new sofa was due to be delivered, which was when the nightmare begun. I was contacted a day before the sofa was delivered from the customer service team to advise the supplier had manufactured the wrong sofa in the wrong size. I then experienced appalling customer service trying to resolve this issue to no avail. My query was not followed up in a timely manner and I was forced to ring and chase for an update on numerous occasions. I found all communication un-professionally managed and more concerning I was advised the customer service team don’t have any senior managers and no one available every time I called to discuss this at a more senior level. I understand how manufacturing and buying works as this is my line of profession and everything about Sofology concerns me following all of my touchpoints. One alarming concern for all consumers to think about, if a customer service team don’t have any senior management and are completely isolated from the wider business then there is a bigger problem with the infrastructure of this business than I initially thought- or are these just lies? A new sofa was then ordered in a different colour as they no longer made the sofa I initially ordered and I agreed to wait another 10 weeks. The worst part of this experience however, despite being contacted by the customer service team the day before my delivery was due I was woken at 7.35am on the Saturday morning by the delivery driving attempting to deliver a sofa that I knew was not loaded onto the van. He was rude and completely disregarded my feelings that this was simply not acceptable. I had to advise he went and checked the van for the sofa and call me back to confirm. This highlights the utter dis-jointment this business has within its infrastructure and must be wasting significant amounts of money through all channels. Another 7 weeks passed by and finally, the sofa was due to be delivered today or not! I opened the door to a delivery driver who was not friendly advising they didn’t have my sofa on the van. I thought this was a joke. He quickly told me I should have been contacted by customer services yesterday as the supplier has not sent the entire sofa and left in a hurry. The driver advised customer service would ring me as a matter of urgency. An hour later I had not received a call so I called the customer service team to find out exactly what had happened and what solution they had in place for me to finally get the sofa I had ordered nearly 7 months earlier. As per my previous experience I was told the customer service team were unable to contact the supplier or team who work with the suppliers and I could only re-order a new sofa with a minimum of 10 x weeks wait. When I suggested numerous solutions I was told, ‘we can only email other parts of the businesses and cant telephone’ and they simply disregarded my solutions or the company’s failings for the third time. I then called up at 5.30pm this evening to discuss in more detail if any actions had been taken as no one had got back to me from 9.45am and was told there was nothing that could be done. I either ordered a new sofa and waited or requested a re-fund. The customer service team had no possible solutions or support available to help me. This is shockingly unacceptable and once again I was unable to discuss this at a more senior level. I asked if the supplier could be contacted or the buying team to discuss this and again told this was not an option. Lastly, think about this if a multimillion pound company the size of sofology cant contact their suppliers regarding manufacturing issues they have made it is portraying that this supplier is not adequate and more worryingly it highlights another major concern in terms of quality of sourcing. These suppliers should be audited for compliance and quality on a regular basis. Reading other reviews about this business and discussing with colleagues, friends and family it shows this is not an isolated incident and in fact is happening a lot. I will spend more time again tomorrow in an attempt to resolve this but I think my only option as it will be nearly 9 months until I get another sofa is to source from a more reliable, adequate retailer as I can risk a fourth mistake.”

Helpful Report

Posted 5 years ago

“We very nearly spent £1000’s at our local store after very professional no pressure service. Thanks to these reviews we didn’t. The real problem is where can you go? Most, if not all of the national furniture retailers seem to have similarly shocking reviews.”

Helpful Report

Posted 5 years ago

“Totally agree with the other reviews, the £2500 corner suite we chose in the showroom (Gateshead Metrocentre) looked really well made and felt very comfortable. The one we received does not look the same quality- leather is full of crinkles and mis-shaped and the seat cushioning appears to be sagging (we even paid extra to upgrade the leather). I questioned the crinkles on the sofa during delivery/inspection and was told they would ‘fall out’ as it was just how it had been stored......this has not been the case. 100% I wouldn’t buy from them again, I don’t know what the situation is with a DFS merger/buy out but i’d be wary, I’ve had sofas in the past from DFS and they have been ok, not great but certainly better than sofology, I’ve also had sofas from SCS which in my experience were the better of the 3.”

Helpful Report

Posted 5 years ago

Sofology is rated 1.2 based on 1,647 reviews