Sofology Reviews

Name: Sofology
Rating: 1.21

1.2 Rating 1,646 Reviews

4 %

of reviewers recommend Sofology

1.2

Based on 1,646 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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“Placed an order In May, was told it would be with us in September. We are now in December and still no Sofa! Didn't chase the order as we had one in place and there was no rush. We received Emails and text message saying the kit would be delivered on 7th! Sold the old Sofa and was removed on 6th. No delivery arrived. My wife called and spoke to them and was told she would get a call back! No call back! She called again the next days and was told a different story about the sofa and was told she would get a call back! No call came. 1st story was it was lost in the warehouse, second story was it was out for delivery and returned to depot. Story to me was it was only 2 cushions that were on the delivery and the manufacturer would deliver directly. I called, waited in the queue forever. New story. The kit is lost in the warehouse. The lady I spoke to said she has sent the part numbers to the warehouse and I have to wait for a call.! I have been told I will get a call 4 times now! Have never received a call. They have also taken the 1st payment! Day three and they now decide to send an email to the warehouse!”

Helpful Report

Posted 3 years ago

“So this has turned out to be the worst company and customer service I have ever had to deal with. I ordered a 3 seater corner sofa and a 3 seater sofa bed from Sofology way back on the 3rd June 2021. This was initially with an estimated lead time of 14 weeks, so I was expecting them in September. After numerous delivery delays from Sofology to this 14 week window, the order was eventually organised for the 11th November 2021. Unfortunately on the day, half the corner sofa was missing and the sofa bed was delivered damaged of which the delivery driver logged at the time and I followed it up with many email tickets, all without any response. Trying to make a phonecall to Sofology is a nightmare, with an announcement of over 1 hour waiting time at the start of every call, it would be nice to receive a response to my email tickets. Eventually on the 17th November I received a phonecall from Sofology wanting to speak about my order. Unfortunately I missed the call, but an answer machine message was left for me to call back, but for some reason the number left was for B&Q. Probably explains why I wasn’t getting any response to the email tickets, there doesn’t seem to be a dedicated Sofology after sales care team. Finally at the end of that week on the 21st, I received some hope in a text message that asked me to call and arrange the delivery as the sofa had arrived into the distribution network. I called the number provided and surprisingly got straight through to a delivery company working on behalf of Sofology, who booked the delivery for the Wednesday. At the time I asked about the damaged sofa bed and was informed I would receive a call about this soon, amazingly I received a call 10 minutes later to arrange for a replacement sofa bed to be made. Unfortunately the order email for this replacement is now telling me there is a 22 week lead time, so this is about May 2022! On the morning of the 24th November I receive a call from the delivery company informing me that my 3 seater corner sofa will not be delivered that day, as it is fact still missing! Despite raising yet another complaint about this, it was once again completely ignored! Finally I received a call on Sunday 5th December, yet again to arrange delivery for the following Wednesday 7th December, yet this time there was no phonecall and once again no delivery either.”

Helpful Report

Posted 3 years ago

“Never buy from them again. They haven’t delivered part of my order, it’s now 7 months on and they still aren’t sorting. Customer services don’t want to help, you wait for 60 mins to try and sort. You never get an answer when you use their online form…horrific company..”

Helpful Report

Posted 3 years ago

“Sofology is suffering from supply issues... I can appreciate that, but according to Sofology my Sofa was completed back in August, should've been in the country in October, and should've been in Sofology's hands today. But here I am, sofaless, with no communication from Sofology and ever-changing expected delivery dates.”

Helpful Report

Posted 3 years ago

“Walking in that store is what went wrong . Lies lies and more lies . These poor store sales people must be going throu hell right now having to deal with no sofas scandal from many a customer . I read all the 5 star reviews which are solely about the sales agent ... thats where it ends im afraid ..THERE IS NO CUSTOMER SERVICE WITH THIS COMPANY ***AVOID AVOID AVOID" ***”

Helpful Report

Posted 3 years ago

“Disgusting service, would NEVER EVER use the company again or recommend them to anyone. Had exactly the same experience detailed by countless others below. If I could give them zero stars I would.”

Helpful Report

Posted 3 years ago

“Never been so dissapointed in my entire life. They sent me a used sofa it had marks on the back, it had sunk down, the decor button fell off before delivery guy had left. The bottom zip was broken. Bad customer service, They never pick up the phone, had to wait on the phone 2 hours for someone to pick up and when they do pick up the agents are rude and dont know what their doing. Coffee table didnt turn up even after several deliveries were booked for it, in the end i didnt want it anymore. I was promised the finance would be held till my replacement sofa arrived, that didnt happen either they took the money out without informing me. I'm paying over 3,000 and i expect the furniture to arrive brand new. If i wanted second hand sofa i would of gone to facebook market. Now i understand why their own delivery guys were asking me why i chose sofology. Sofology - never ever again !!!”

Helpful Report

Posted 3 years ago

“NIGHTMARE! NEVER EVER AGAIN! DO NOT RECOMMEND, DO NOT USE, DO NOT EVEN GO ANYWHERE NEAR THERE! So, we placed our order for a brand new sofa on 17th July 2021. It's now 7th December 2021 and guess what... Yup, STILL NOT HERE. They were quick to take payment though. Scam mentality? Con man mentality? Starting to feel all a bit too familiar. Finally our sofa arrived in their depot on 23rd November 2021 so that's 18 weeks and 3 days after placing the order at their Sofology store in Thurrock, Essex. Funnily enough, our coffee table that we ordered with them had gone missing at this point to which no-one actually knows where it is. We then called to book a delivery to which they answered (very robotically) that we must clear the balance in order for them to schedule delivery. Payment was made online 30 seconds later. They then booked it in for today, 7th December 2021 only to find out that the ONLY item/s that have been loaded for delivery from the depot are the armchair and the footstool. My whole L Shape Corner Unit and Coffee Table is nowhere to be found on the truck. Called them and the person I spoke to at the Goldburn Office advised me that she has spoken to the Depot Manager (Paula of the Rugby Depot) who has said that they have to carry out a depot search??? Which takes a "few days"? When I asked them to define "few days" I have been told that they cannot say and we have to wait. Not good enough at all. Especially when me AND my wife have taken the day off to receive this delivery. Especially when we have had to book a van to remove my old sofa which I will now lose the money I paid in advance. When I said I wish to cancel the order, I was told that I would lose 30% of what I paid to them... THE CHEEK OF THIS COMPANY AND IT'S GUIDELINES!!! Extremely frustrated and I will now be activating their official complaints procedure which I will see to the very end. I have a feeling that many people are in the same boat and what I would advise is to do the same - complain officially. It may seem that it is effort but what else can we do as they hold both the carrot and the stick dangling both in front of consumers while they sit up there pretty. Nope - not having that!”

Helpful Report

Posted 3 years ago

“NIGHTMARE - WOULD NEVER EVER RECOMMEND! NIGHTMARE! NEVER EVER AGAIN! DO NOT RECOMMEND, DO NOT USE, DO NOT EVEN GO ANYWHERE NEAR THERE! Of course they were awesome in the showroom. Because that's where you dream. It's only AFTER they've taken a little bit of your money and all of your commitment that the actual nightmare begins. So, we placed our order for a brand new sofa on 17th July 2021. It's now 7th December 2021 and guess what... Yup, STILL NOT HERE. They were quick to take payment though. Scam mentality? Con man mentality? Starting to feel all a bit too familiar. Finally our sofa arrived in their depot on 23rd November 2021 so that's 18 weeks and 3 days after placing the order at their Sofology store in Thurrock, Essex. Funnily enough, our coffee table that we ordered with them had gone missing at this point to which no-one actually knows where it is. We then called to book in a delivery to which they answered (very robotically) that we must clear the balance in order for them to schedule delivery. Payment was made online 30 seconds later. They then booked it in for today, 7th December 2021 only to find out that the ONLY item/s that have been loaded for delivery from the depot is the armchair and the footstool. My whole L Shape Corner Unit and Coffee Table is nowhere to be found on the truck. Called them and the person I spoke to of the Goldburn Office advised me that she has spoken to the Depot Manager (Paula of the Rugby Depot) who has said that they have to carry out a depot search??? Which takes a "few days"? When I asked them to define "few days" I have been told that they cannot say and we have to wait. Not good enough at all. Especially when me AND my wife have taken the day off to receive this delivery. Especially when we have had to book a van to remove my old sofa which I will now lose the money I paid in advance. When I said I wish to cancel the order, I was told that I would lose 30% of what I paid to them... THE CHEEK OF THIS COMPANY AND IT'S GUIDELINES!!! Extremely frustrated and I will now be activating their official complaints procedure which I will see to the very end. I have a feeling that many people are in the same boat and what I would advise is to do the same - complain officially. It may seem that it is effort but what else can we do as they hold both the carrot and the stick dangling both in front of consumers while they sit up there pretty. Nope - not having that!”

Helpful Report

Posted 3 years ago

“Ordered and paid for in July constantly delaying delivery date. Dreadful service”

Helpful Report

Posted 3 years ago

“Ordered May latest estimated delivery 21/12/21 but not holding my breath I’ve had 4 dates before this one Cannot contact anyone by phone after so long it cut off and emails go unanswered although they promise to get back within 72 hours - that didn’t happen Absolute shambles hiding behind COVID”

Helpful Report

Posted 3 years ago

“My bad experience is still on-going. Order placed about 10 weeks ago, paid for special delivery as not mainland. Was told delivery was arranged, but it didn't turn up. (This was after a 3 hour queue on the general Sofology number). I can understand that, but there has been no further communication. On further enquiry (4 hours queuing on a phone-line which call was ended by Sofology when we had got to number 2 in the queue)we were told that the delivery line no couldn't help us as our delivery would be being handled by a courier, but they couldn't provide any detail or any number to call. Feels like the company is not at all set up to deal with our enquiry, it is impossible to get through in a decent time and the people answering the call do not have information on where our chairs are that we paid for months ago and when we might receive them. Feel like we have been robbed.”

Helpful Report

Posted 3 years ago

“This is the worse customer service experience I have ever had. We ordered a Clearance sofa and were told at the time of ordering it would be available for delivery within 3-4 weeks. We were then updated to say it would take an extra week and they would call to book in delivery. Never had a call. Called them, only to be 76th in the queue!!!! Tried calling several times after this to still be in a queue 60-70 people in front of us. Spoke to the sales (got through straight away) they couldn't help and said they would put a request into the warehouse to see if they had it ready for delivery. Checked my account details online today… The order has been CANCELLED! Unbelievable!!!! Absolutely devastated to say the least. Put more effort in your after sales teams and stop causing undue inconvenience and stress.”

Helpful Report

Posted 3 years ago

“Wanted to give nil stars..terrible experience bought 2 love seats and footstool over £4000 a year ago..delivered the wrong cushions and after speaking to over 30 different people 40 emails and writing to the CEO who has completely ignored us (CANT BELIEVE SHE STILL HAS HER JOB) still couldn't get the right ones to us, even sending them many photos of the problem it's been such a frustrating year not one of their staff could get it right, so in the end we went to the furniture Ombudsman, we sent all the relevant info i.e photos emails ,they got intouch with Sofology and the Ceo who all ignored them within the time limit so again they got intouch with them saying they were in the wrong and that we could get our money back ,we thought what a relief that was BUT not so easy it took again many phone calls to get the sofos picked up 3 different days they NEVER turned up , eventually when they did we then had the problem with them saying not all the furniture had arrived back in their warehouse so again after many calls and 3 weeks later someone had found it and after speaking to her manager ( who are always in meetings) so we can never speak to one he agreed she can refund our money so thank god we got it back and would never ever use or recommend them again!”

Helpful Report

Posted 3 years ago

“Ordered in June 2021 delivery estimated at 6 to 8 weeks. Now December , failed delivery end of November. Promised call within 48 hours, nothing, went to shop to complain , promised call within few hours, nothing. Over months of waiting tried to call, tried emails , can’t get through, don’t answer emails. Shocking customer service. Don’t know when getting furniture.”

Helpful Report

Posted 3 years ago

“Ordered a sofa and other items in early August I formed I would have the sofa by the 2nd November.. it’s now 4 weeks later, no sofa, impossible to get through to anyone with 1 hour wait times. Drove to store made a complaint and filed a form absolutely no response still. They also won’t refund the sofa or refund an item I cancelled. They are very clever with great sales but after sales is the worst if any company I have ever dealt with. The aftercare is more akin to buying off the back of a lorry than a large brand.”

Helpful Report

Posted 3 years ago

“f you need to buy furniture you need to stay away from Sofology. I have ordered a sofa online and still waiting for it. I have until now 4 failed delivery attempts and obviously every time there is a new reason. I had to wait countless hours to reach customers service and every time there is an “escalation” which does nothing. The managers are hiding behind the call service as either they do not care or they can not do anything which could means there problem is higher. So this is how it went: - first delivery attempt had only half the sofa as the other part was a chair. - second delivery attempt never showed up and never called - third delivery attempt the driver called saying that it should be arriving in 15 min but didn’t show up and the the phone was closed. - fourth delivery again half a day passed with no sign. Waiting another hour to get to the customer service and which with honesty being told that the delivery will not happen. I made a formal complaint but obviously ignored and with no resolution. As I lost 2 days from work with the failed attempts I asked for compensation for the inconvenience and the negligence in the service. I’ve been offered 100£ only after the product is delivered but with no clear steps. Obviously the old sofa is out so we do not have furniture to stay. The only choice we are left is to cancel the order and buy it from another brand. The reason I am writing this review to save the next buyer to lose all this time.”

Helpful Report

Posted 3 years ago

“The furniture arrived with a ripped cushion cover having waited 3 months for delivery. They left the furniture and said someone would be in touch. That didn't happen. I tried to ring Customer services but there are huge queues each time you ring. I did fill in two online forms to complain and they did contact me. They are now sending out a replacement cushion cover which will be posted for me to fit and the delivery is expected in a further 2 months. I'm hoping they send the right one.... fingers crossed. My advice would be to try ringing customer services before you buy anything. Just see if you can contact them.”

Helpful Report

Posted 3 years ago

“Still waiting for our order from the 22nd June delay after delay ,plus side only paid deposit after reading thousand of bad reviews about poor quality and asking for full payment in August we haven't paid yet feel sorry for those people who have paid and not recived their goods not happy at all”

Helpful Report

Posted 3 years ago

“Shockingly bad company Never ever again to them 4 hrs in queues and then calls drop or they will turn down calls Massive delays in deliveries Sofa lost by them and can’t find after Long delays Agreed delivery date - they did not turn up”

Helpful Report

Posted 3 years ago

Sofology is rated 1.2 based on 1,646 reviews