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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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

“Well thank you all for the reviews thought I’d found the perfect sofa yesterday but will keep on looking elsewhere better safe than sorry I’d say”

Helpful Report

Posted 5 years ago

“They just really aren't as good as they'd make out, especially for the price. My friend has 2 Sofology sofas and they are good quality, so I thought I'd use them for my own purchase. My first gripe is that a company that claims to have as many options as they do, doesn't. Multiple ranges are actually the same but different versions. For example Range A will be the standard sofa, but Range B will be the corner sofa. They present this as 2 ranges, but really it's exactly the same thing. What's more their colour customisation is limited to certain materials so you'll again think there are 100s of options but there are really only a handful. Their range is no bigger than that of Ikea, but comes at a massive price premium My second gripe is when it came to booking my delivery date there were only 2 options available to me. Having waited 7 weeks for the sofa I'd expect any day of the week to be open to me. What's more if I wanted it on Saturday there would be an extra charge, despite the fact delivery was already booked into the sale. An even further example is if you live down a narrower road there is another extra charge for them to use a small van. Again, for a company that claims customisation and doing right for the customer there is very little evidence of it My third gripe. I made my order over the phone, and the gentleman I spoke to was very helpful. However after we completed the order he asked me, directly, to give him positive feedback. Had he just asked for feedback he probably would have got a 9/10, but the fact he urged for it to be positive he got a 3. The urgency is because if their rating is below a 9 it gets recorded negatively. This is a policy I've experienced in lots of places so Sofology are not unique, but are none the less proponents of it. They'd rather spend time telling me how great my choice is to get their 9 rather than actually help with the sale I have not received my sofa yet, but based on my friend's example I expect it will be fine. Just as a company they have massively over sold themselves to be some unique and aspirational option. They 100% are not, they are just another sofa store with no added benefit at all”

Helpful Report

Posted 5 years ago

“Had to give one star to write the review would have given sofolgy a minus five worst company I have ever dealt with I will cut my story short even though it has been 12 months off hell ordered sofa and chair last January didn’t receive it till end off June 12 weeks later faded footplate and a big crease in sit off chair 100 emails don’t no how many phone calls to have to except a repair 12 week wait for new footplate technician arrived on 20th off December four hours later he left footplate a different colour chair seat faded where it was creased job done 29th off December chair seat has bad as ever emailed sofolgy surprise surprise no reply than can I send photos yes i will final this week I phoned them trouble finding photos oh sorry there here I will phone you back can’t believe it sofolgy want me to have another repair because technician only glued the chair and should have replaced it with a new seat so they want to ordered a new seat which could take 12 weeks and will probably be the wrong colour I have had one repair and it didn’t work so way would they think I would be happy to wait yet another 12 weeks it’s not my fault they technician did not fix it I am fuming I have asked them for a final decision to what they are going to do if a refund is not offered I will be taking it to a small claims court”

Helpful Report

Posted 6 years ago

“frame was creaking very badly. Customer service is a bit if a joke sent a video via a link they sent on a text as requested then emails sent asking for a video of the problem.?? Then sent another saying the problem had been resolved. Sofology are happy to take your money but when there's a problem they haven't got a clue about aftersales care. Further update as at 19th Jan got a further email to say nothing can be done it's just normal and they are closing the ticket without my approval. Further email then sent by me to state otherwise and wanted to raise a complaint and for solofogly to take the sofa back as it was not fit for purpose. Not long after spoke to Jade in whatever department deals with faults. Had a difference response to the email said if creaking is louder than the TV then it's probably a problem.....very scientific !!!! Told her I wanted to return the goods as I felt they are not fit for purpose but she refused and said a technician would need to come out..probably to see how loud my Tv is. What a joke this company is. Do yourself a favour and go elsewhere as once they sell you a sofa they aren't interested after and you will have to jump through multiple hoops and I even bought the insurance like a mug!”

Helpful Report

Posted 6 years ago

“Having 3 cats and a 14yr old leather sofa that I still love apart from it wearing and the cats scratching the arms, we visit all the usual sofa shops, we can't decide what will be best due to the cats and the manager comes over to us and I point to a fabric one explaining we have 3 cats and what would be the best to go for, as I didn't want damaged leather again, he told us to avoid fabric as their claws would pull threads from walking and jumping etc and the best material to go for is pigmented leather, we are advised to go sit on some sofas we like and he'd tell us if suitable, we eventually found one and yes it was pigmented, as he said the best leather for pets as it won't damage easily, we are asked if we'd like to purchase insurance at an extra couple of hundred as it will give us peace of mind spending 2.5k on a sofa that it will be covered should a drink get spilled on it zips etc, but we also have to purchase the leather care kit too, as if this isn't seen on the invoice, the insurance and guarantee won't be covered for any claims The sofology advert on the moreno sofas that we had say great for busy families and pets,so we thought OK this one it will be We paid half there and then and the other half before delivery, which was around 11 weeks I think. Anyway the sofas arrived this weekend, after they had been unpacked, the delivery guy said you don't have to buy the care kit it's something they always say but you don't need to buy it. we noticed on the 2 seater the back of one cushion has a big dip in the middle, and one arm the leather is all loose and hanging over the metal trim, whereas all the others are taut, we also notice the chrome trims are all scuffed and have tiny scratches on them, then the cat jumps on it and immediately there's a piece of leather that had ripped up, so really not happy considering we were sold it as being good for pets, we ended up putting throws over the sofas,so we had new sofas which you'd never be able to tell, we find even despite the throws the sofa is now covered with Tiny scrapes where they have walked on the cushions, we immediately go up to the store after delivery and show photos, they say to us oh that's not good and gave us a number to call, 40mins to get through, apparently they are sending out 'parts' whatever they are for a technician to come and repair, we didn't spend 2.5k to have a sofa that needs repairing before anyone has even sat on it! Then In the care book attached to sofa it states do not allow pets on the sofa as this will invalidate guarantee, so both the manager and their webpage advertising this sofa is misleading! It's only now I've found all the bad reviews had we seen them before we would have avoided, we noticed on the large sofa the arm felt lumpy, so judging by how everyone's sofas look on their site after a few weeks I don't hold out much hope for this, we darent even leave the room unless we put the cats away for fear of more damage happening, we now have 2 throws on top of each other and this is despite the cats having trimmed claws, and besides that it doesn't feel as comfortable as it did in the shop, I don't remember my old sofa feeling this way, it feels like you are sat on a trampoline, husband feels we may as well have thrown the money in the river, I don't need the stress of not daring to go loo if the cats are in the room (open plan) or having to round them up and put them all in the bedroom while I go loo and let them out after, or if they want to jump up into our laps, if we knew this we would not have chose this sofa, i just feel like I want it gone and my money back, id rather have my own reupholstered”

Helpful Report

Posted 6 years ago

“Diabolical company. Exceptionally poor customer service. After 3 months received only a pert delivery as they realised my sofa had arrived in wrong colour!! Therefore no sofa for Christmas, eventually cancelled my order and made a complaint. Have received a response to say my complaint will receive a 'priority response.....2 weeks later, still nothing.”

Helpful Report

Posted 6 years ago

“After receiving a faulty sofa i.e. 4 faults i have been told that my sofa has to be repaired it was not bought as a second so why should i have it repaired !!! Sofology have made no attempt whatsoever to reply to me either by phone or email all follow up communication has been made by me. I am very unhappy with this situation. If i had seen them on WATCHDOG before my purchase I would have definitely not placed my order !! After seven weeks I am still awaiting for this to be resolved.”

Helpful Report

Posted 6 years ago

“Extremely poor after sales customer services. Our leather sofas were delivered on Monday. Shortly after delivery I noticed two scratches on one of the sofas that were definitely not natural tarnishes. I have been continuously been fobbed off with stock email answers that are so obvious cut and pasted from a crib sheet. The last conversation I had with them was that someone would call me back.......3 days on I am still waiting for a call. We saw that sofology was on watchdog a couple of months ago just after we had ordered our sofas and our hearts sank and hoped there would be nothing wrong with what we had ordered. But alas the woeful story of an organisation with no idea of what good customer services is and is not bothered if this will impact on the sustainabilitym of their business has come to bite us in the bum. So my advice is DO NOT BUY YOUR NEW SOFAS FROM SOFOLOGY - THEY ARE A HIT AND TRAIN WRECK OF A FURNITURE RETAILER.”

Helpful Report

Posted 6 years ago

“Buyer beware sale staff hook you in with promises but when it goes wrong and it will go wrong the after sales is terrible you can only contact them via email and they don’t reply remember you purchase in store you can complain in store they don’t like you to do this as it puts new customers off we eventually got our money ack but only after recording conversations making note of the names of all the people you speak to in store and going to trading standards”

Helpful Report

Posted 6 years ago

“Do not buy a sofa from this company they are terrible, they lost our order of £4000 then told us they didn’t know when we would get it, so we cancelled and had to fight for our money back and by the sounds of things we have dodged a bullet, do yourself a favour and go elsewhere.”

Helpful Report

Posted 6 years ago

“Don't ever buy anything from this scumbag cartel, Sofology. They will take your money, then if you have any problems, they will not give a flying turd. I wouldn't even know where to start about how bad their customer services really are. Avoid these lowlife scumbags at all costs!”

Helpful Report

Posted 6 years ago

“We bought a fibre filled four seater sofa and chair. Within a few months cushions looked awful. It now resembles a 20 year old suite. The fibre in the cushions is substandard and most uncomfortable. After many complaints all I get back from customer service is to pull the fibre, bang it and keep plumping. It’s exhausting and just goes back the same. I’m disgusted in after service and would advise anyone never to buy a fibre filled suite from Sofology. You will get no after care just useless information. Their guarantees are worthless. Do not buy these sofas.”

Helpful Report

Posted 6 years ago

“Firstly, feel very foolish to put my faith in what appears to be a legitimate company. Purchased a two seater settee 10 months ago, after a couple of months it became obvious that one seat was collapsing to one side, which has the effect of tipping you sideways, we were told it was settlement, at ten months Sofology sent a technician to inspect the faulty item, siad he couldn't find anything broken but acknowledged they the seat tipped sideways. We phoned the service line and was told in no uncertain terms because nothing was broken they are not prepared to help us. Buy from this company at your peril.”

Helpful Report

Posted 6 years ago

“Bought 2 sofas from here and had the insurance pushed on me. After a while I found the sofas to be quite uncomfortable and moved them into the conservatory where they were hardly used. They have been there for 2 years now and so I decided to sell them. I have asked Sofology to refund the 2 years left on the insurance as I was not allowed to transfer it to the new owners and it was just going to waste. I spent ages looking for a suitable number or email and then hung on the phone for another age and just went round in circles, this happened 3 times. When I finally got through, they just didn't want to know. Quite abrupt with their refusal. I am now going to the Ombudsman because I shouldn't have even had the insurance, I told them my household insurance would surely cover it but they said it wouldn't! I only wanted to claim a measly £60 back. So much for keeping customers onside. I won't be going there for the new sofa I now need.”

Helpful Report

Posted 6 years ago

“If you want to buy from a company where there is any level of aftersales service I suggest you go elsewhere. It turns out that the three year warranty that we were told about in store is actually one year and now that we have a problem Sofology are not interested. Sofology sent a technician to our house to review the problem and he agreed with me but then wrote a report saying there is nothing wrong so Sofology are not willing to do anything and say all I can do is contact the Furniture Ombudsman. I am now seeing lots of reviews from people saying the same about technicians reports. Worst customer service I have ever had from a retailer. They do not return calls when promised and their "Priority Team" are worse than their standard customer services team. Suggest you spend your money elsewhere.”

Helpful Report

Posted 6 years ago

“We have a 2nd sofa/chair delivered as the 1st was not acceptable and truly uncomfortable, after having this for just over 1 week now this sofa and chair is starting to look like a 5 year old sofa, when recently complained about the lack of comfort and sinking through the cushions and that I wanted to start a return/refund I was told that the sofas are weighed when built so the comfort should be ok and the ticket shall be closed! and If I wanted to reopen the ticket I must send photos which I have now done, but am getting the feeling this is going to be a long winded process,my honest opinion is that these sofa lack any kind of quality and are really cheaply put together, my previous furniture was from Furniture Village which are a little pricier than Sofology but at least you get a decent sofa along with customer service, be warned!”

Helpful Report

Posted 6 years ago

“A more useless customer service tema is hard to imagine, even after they've given us a credit note after three months to replace thaey can't even send an order acknowledgement. Total time on the phone to these clowns is now 9 hours.”

Helpful Report

Posted 6 years ago

“Purchased a 3 seater leather sofa and a rise/recliner chair about 2 years ago Not long after I noticed that the colour was disappearing where my head touches Reported this to Sofology and requested someone to come, they said send photos which we did. Heard nothing apart from an email in April saying case has been settled and closed. I replied back saying not settled ! Again nothing from Sofology until a month ago I saw BBC Watchdog which fearured scathing reports re Sofology. Contacted BBC Watchdog and suddenly they sent a "Technician" not a sofology employee, to see the problem which had got much worse He turned up at just after 7.30 am we had only just got up. He simply took more photos and rubbed part of the chair (arm) and said no loss of colour, pretty obvious seeing as the problenm was on the back ! We pointed out some areas on the seat (sofa and chair) where the same problem was starting again he took photos. This"Technician" was a furniture repairer re the frames etc Sofology then said the problem was caused by ourselves use of hair oils , not cleaned. down to us - end of story I am 77, nearly bald and am the only person to use this rise/recliner as I suffer from Parkinsons I need a rise/recliner. My wife uses the cleaning materials supplied by Sofology according to their instructions. So Do not put your head on the back of the chair and do not use the expensive cleaning materials and do not sit on the furniture and you will not have a problem Sofology do not have any manufacturing or repair facilities only 3rd party companies who will not upset their trading relationship with Sofology. The frames are from America , the leather from Italy and the whole lot put together in the far east and shipped over in a container, so no quality control whatsoever. If you have a problem hard luck AVOID .”

Helpful Report

Posted 6 years ago

“Worst company I have ever dealt with. Finally received a full refund from sofology this week after three years of appalling service. I had a creaking recliner mechanism. Sofology technicians and homeserve technicians come out to my property 11 times to try and resolve the issue. They kept trying to fob me off with ridiculous explanations. If your in the same boat keep at them don’t accept no for a answer keep at them and demand they fix the issues or give you your money back. As people have stated they have nice showrooms and good sales staff. But their customer service and their technicians are a absolute joke. I will never use this company again and I wouldn’t recommend them to anyone.”

Helpful Report

Posted 6 years ago

“Appalling - we waited all morning and then because we are in a bad reception area we suddenly got a voicemail message saying that the driver had been and gone (!) but he had never been to begin with - he clearly went to another address because nobody knocked on our door - nobody rang our doorbell - checked with all the neighbours and no van or lorry had been down our road this morning - so it is all lies - he went to another address. Of course, when we tried to call the driver, and later on Sofology's own customer service tried to contact the driver - and surprise surprise, it was going straight to voicemail! So their driver drove 6 hours from their depot, to our town, went to the wrong address, supposedly waited 20 minutes, then turned around and drove 6 hours back - and they would only have been a few miles away when we tried to call. I would never recommend this company to anyone. They have plush show rooms, good sales staff, but you wait ages (30 minutes the first time I called their customer service and then got cut off and had to call a second time during which I waited about 18 minutes) to talk to anyone in customer service and they can't even contact their own drivers!”

Helpful Report

Posted 6 years ago

Sofology is rated 1.2 based on 1,647 reviews