Sofology Reviews

Name: Sofology
Rating: 1.21

1.2 Rating 1,641 Reviews

5 %

of reviewers recommend Sofology

1.2

Based on 1,641 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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“Failed to deliver as arranged Delivery arranged for Saturday 14th, no update or estimated time by lunch so called them. Confirmed delivery expected that day about 16:30. no sign at 5 so called them again to find their offices had clsed for the day. Called Sunday to be told I now had to speak to customer service, customer service could not get any answer from their delivery people so advised she had sent them an email BUT it would be at least 48 hours before another delivery time could be arranged. In the meantime we have no lounge furniture, their recycle partner did at least what they were supposed to do, and collected our old one as arranged and on the date arranged, Friday. Now Monday 07;00 still no word from Sofology. Oh and on Saturday we got no word from them or the driver to say they had cancelled the delivery or reason why they could not get there on that day arranged, we were left in limbo.”

Helpful Report

Posted 1 year ago

“I wish I would have read these before ordering 4 k for a sofa still not got it now they want to deliver it damaged and send someone out to fix it so waited in today and they want to take back the 3 seater we had delivered last week they do not know we’re our 4 seater is ?”

Helpful Report

Posted 1 year ago

“Order Reference 2657873/4. This delivery experience has been bad from start to finish. My delivery was booked and due for 12th January (yesterday) and did not arrive between the confirmed delivery slot (14:05PM and 17:05PM). I had no update from Sofology advising that the delivery would not be made. I called customer service this morning (as customer service is only open until 5PM) for an update only to be told that I will have to wait 24hrs for an update when my sofa is scanned back into their system and THEN rebook the delivery (last delivery slot I had was 5 days from date of booking). I acted as instructed by Sofology not to remove my current furniture until the delivery was booked. I got rid of my sofa on Wednesday in time for the delivery that was meant to be on Thursday. I am now without any seating in my home until whenever it might be that my delivery is reorganised. I booked time off work to wait in, so this is yet another annoyance on top of everything else. I cannot believe that Sofology do not prioritise failed deliveries - awful service offering. In addition to the bad delivery experience, my order was actually placed in October 4-6 weeks delivery (meaning latest delivery date should have been 20th November) guaranteed before Christmas. It was then pushed back to 12th December because of foam issues. The 2 days before the order was due in their system the order was pushed back to January (for which I did receive some compensation). This is this the second sofa I have had off Sofolofy and is the second bad experience I have had. I wish I had never ordered from them again. The service has been terrible. I would not recommend Sofology to anyone.”

Helpful Report

Posted 1 year ago

“Electrical power pack has gone on my chair its 17 months old and have contact them said they would be intouch in 72 hours no phone call would never buy of this company again”

Helpful Report

Posted 1 year ago

“Do not use sofology that would be my advice. I have was mis-sold sofa I had chosen. The after care team is a shame and would not do anything to rectify the missold item. All they would offer was for me to buy another sofa with a 30% discount and not taking the blame for there sales staff giving us us the wrong information I have now ended up with a ver expeneive sofa that is not fit for purpose. If you are going to buy from sofology then please remember they do not have a returns policy. They are thieves!!!”

Helpful Report

Posted 1 year ago

“Honestly the worst service we’ve ever received. Firstly we ordered our sofa back in September when we bought our house and it was said it would be ready for the end of November which was fine. The day we were meant to receive our sofa we received a call to say we actually wouldn’t receive the sofa and that we were looking at a 6-8 week delay because there was no foam for the inside of the sofa. So we had no sofa for Christmas and couldn’t move into our house. Then we were told they have our sofa in at the end of December and we scheduled a delivery for New Year’s Eve. . When we sorted the finance we had to use our current address details but the lady made a note to deliver our sofa to our new address. New Year’s Eve comes and they send the sofa to our current address which is obviously no good to us and refuse to take it to our new address which is 5 mins around the corner. I call the shop an the manager tells me there’s nothing she can do until next week and the best she can do is give me a call. It’s honestly the worst service I’ve ever received and i wish we could go back and order the sofa with somebody else. The manager an the guy I spoke with on the phone were nice enough but this didn’t help my situation as I am still couch-less. The delivery driver wasn’t helpful either.”

Helpful Report

Posted 1 year ago

“Worst customer service I have ever had the misfortune to encounter. I paid for 2x 2.5 seater sofas. On delivery day one was clearly a previously returned for repair but had not been repaired - it had no feet and bolts were missing (the delivery driver todl us this). I waited an hour on the phone to be told they couldn't do anything for 48hrs and someone would call me. Nobody did.. I called 2 more times and held on for an hour each time... then gave up. I emailed.. waited days for a pointless one line response that told me nothing.. So I emailed again with a bit of a rant as it was Christmas in a few days and where would my guests sit as we now have only 1 sofa?? I had paid them to take our old suite away. Got a call to arrange the redelivery. This turns up and then we realise that the first one is a 2 seater!!! The second one they delivered has scuffed and damaged feet, there is a ding on the side and still NOTHING!!! I've been phoning and emailing... eventually I spoke to someone who took details and pictures and said it would be dealt with now. Days later NOTHING! So I chase and I get an email saying they can't do anything without a batch ID, what is a batch ID?? I don't know? Again another email response with a pointless and completely unhelpful response. It is always days in between responses...SO I've have now said come and get your sofas including the one you have tried to pass off as a 2.5 seater. I want all my money refunded. I will but a suite from a reputable company which Sofology is NOT. DON'T BUY FROM THEM! Once they have your money you can't get anything from them. WORST and NON-EXISTENT CUSTOMER SERVICE! Am I frustrated and very annoyed? Yes you bet I am.”

Helpful Report

Posted 1 year ago

“Purchased a sofa from Sofology in the beginning of October, was told it would be delivered in mid-November. By November then received a call saying it's been delayed to December. Finally received a call in December that my sofa has arrived and is ready for delivery. On the delivery date, 2 people showed up, I politely asked them if they can take off their shoes, they said no they are not allowed, which I understand for safety reason, so I asked if they can please wear the blue shoes covers, they said no they are "not allowed". I then asked them if they have something to cover my floor which has cream colour carpet, they said no they don't carry anything like that, and I should be the one who prepared the cover. I then offered them the clear film cover which movers used, they then suggested to me the best way is to wait for the next day when they have more drivers who will bring the covering for my floor. I asked multiple times "are yousure the sofa will be delivered the next day?", he promised me it definitely will be delivered the next day. Then they left. I then called the customer service and the person on the phone has informed me that the delivery person should not have promised that as they have no access to the delivery system and it was impossible to have the sofa delivered the next day. And since the sofa will need to return to the warehouse and be scanned again in order to arrange for the delivery, the customer service has asked me to wait for a day in order for the system to be updated and someone will call me the next day. The next day by noon there was still no update so I phoned the customer service again. Took me over 30min to get someone online, the customer service then checked the system and said it still not been updated in the system. And that he will phone and warehouse to check the status. He phoned me back and explained that the system is still not updated with my sofa being in the queue for delivery, so I'll need to wait. And promised to call me back as soon as system is updated. I said that's fine... unfortunately then by end of yesterday I still have no updated and no phone call. According to the warehouse manager, he has spoken to the delivery guy and the delivery guy said he never said the sofa would be delivered the next day! Not only he lied but now he has turned around and called me a liar! There were people working in my house that day and everyone heard the whole conversation with the delivery guy. Every time I spoke to the customer service team, they all were being very sympathetic and very helpful, however, they are unable to do anything except waiting for the depo to scan my sofa back into the system in order to make delivery arrangements. I have called everyday in the past 4 days and have sent 3 enquires/complaints on Sofology website already still has no reply. It's been a horrible experience with Sofology - sofa was 6 weeks delayed than was "scheduled", which I had waited patiently, the delivery team was not able to show any respect to the customer's property and tried to bully me into letting them walking into my house with their muddy wet boots on my carpet, was not prepared to cover their shoes or put any cover on my carpet, lied to me about the sofa will be delivered the next day, then turned around and call me a liar. Thanks to Sofoloy, now we have to spend Christmas all sitting on the floor. I would never again purchase anything from Sofology and will never recommend anyone to purchase from Sofoloy.”

Helpful Report

Posted 1 year ago

“Blackburn store went wrong absolutely disgraceful ordered sofa October 10th paid in full guaranteed Xmas delivery guess what no sofa for me for Xmas shame on you Blackburn will never buy from you again rang customer service every day wait time up to an hour to be told day before Xmas eve no delivery slots available”

Helpful Report

Posted 1 year ago

“Excellent service until delivery day! Excellent service until delivery day! Really pleased when we were called to say our sofas (Persia) Were ready for delivery far earlier than we had been been told/anticipated. We were told delivery would take place between 11-3pm, we rearranged our diaries to be home for delivery. We had paid to have our existing sofas recycled but when our sofas arrived the driver explained it was a different company that collects recycled furniture, we didn’t have room to store 3 old sofas and accept 2 new 4 seaters, we called customer service, we were on hold for 30mins only to be told they had neglected to book the company to collect our old sofas, their suggestion was to reject delivery and rebook, the agent was very matter of fact, no apology for any inconvenience caused, just nothing! In the end we decided to store our 3 old sofas in our garage which has been converted into a gym, so now that is out of use until we can rehome/dispose of them! The two delivery guys were pleasant they told us we had no chance of getting through to customer service let alone getting a resolution today, they virtually encouraged us to reject the delivery, we informed them we would find a solution and we would not be rejecting delivery they suggested we leave 3 huge sofas outside the front of our house, we had to explain why it was not an acceptable solution, they were polite and nice guys but it was clear that they had no customer service training, they did not care whether they completed the job to customer satisfaction or not. When it was time to bring the new sofas into the house one of the guys, within seconds informed us the sofa wasn’t going to fit, my husband explained it was partially already in the door (it was tight but a few inches had crossed the threshold) after some discussion, one of the them remembered the arms were detachable, once the arms were detached it came through the street door with ease. It was obvious they had very little knowledge of what they were delivering, we got the impression they would have been happy for us to reject delivery or for them to report delivery failure. I can’t stress enough they were very polite they just didn’t care. The sofas we purchased were not cheap, it was a pleasant surprise to have delivery earlier than expected but the delivery service was stressful not the service expected from a well known brand, now we will have to find the time to call customer service to get our recycling fee refunded, I suspect it will involve another long wait on the telephone! Sofology you let yourselves down today!”

Helpful Report

Posted 1 year ago

“Great show room extremely poor after sales and delivery back up . Too much on line over complicated system with no substance . Late delivery . Better if they sacked some of the staff loitering with intent and concentrated on customer service.”

Helpful Report

Posted 2 years ago

“DO NOT!!!! Buy from this company YOU have been warned the Sofia you see in the store is not what you receive, after one week the seating has collapsed 5 weeks later a technician comes rounds agrees the Sofia is sub standard new ‘foam’ is now on a 12 week delivery REMEMBER this review it’s honest don’t purchase from this company rubbish product rubbish service great stores and website BE WARNED!!!!!”

Helpful Report

Posted 2 years ago

“Absolutely shocking service from Sofology - I have now twice waited in for my sofa to be delivered on the booked day and it has not arrived, with nobody at Sofology able to explain why this is the case. I am now left having spent several thousand pounds on a sofa and having no assurance that it will ever turn up. The warehouse apparently have no ability to speak to the delivery drivers in question, and on both occasions the driver has just 'decided' to miss me off the list and refuse to answer any calls, all day, from the warehouse. Absolutely shocking customer service. If I knew this would be the case, I would never have ordered with them.”

Helpful Report

Posted 2 years ago

“Do don't waste your time purchasing products from Sofology, They are all nice and eager at the purchase stage then once they have received your payment they just do not want to know you. The customer service department has clearly been trained/briefed to lie to customers rather than remedy problems and complaints. The system seems to have been engineered to frustrate and halt complaints rather than address them. We had incorrect furniture delivered to us on 3 occasions with Sofology making no effort to assist in remedying the situation. On numerous occasions the customer services were clearly giving false information. Worst purchase experience we have has in 25 years.”

Helpful Report

Posted 2 years ago

“Avoid sofology! They are un trustworthy and unreliable. They do not respond, deliveries are never within the stated period, no communication. Please avoid. I have waited 3 months for a delivery that was meant to come within 3 weeks! I have attempted to raise complaints, they do not acknowledge or address it. I have used several contact channels incl. social media, responses as always are what you want to hear but NEVER actually happen! After over 3 months the item gets delivered, when it arrived im told they don’t have the tools to build the sofa so it needs to be redelivered!!! For the amount of money that sofology charge for a sofa the level of service, quality of communication and general approach is terrible! PLEASE PLEASE be careful, they will tell you everything you want to hear then not follow through.”

Helpful Report

Posted 2 years ago

“My wife and I who are pensioners were told when we were buying this leather suite that it was a superior grade leather and would not stretch. After two years and with little use it has stretched an excessive amount and looks like a ten year old suite.We are still paying for the suite and rang Sofogy to complain only to be told that this was normal and I did not have a valid complaint. Do not buy furniture from this company if you are expecting any after sales service. Whilst the furniture looks good in the shop it ages and deteriorates very quickly. Remember this review when you are considering buying furniture from Sofology. Brian Hayden. Liverpool.3/12/22”

Helpful Report

Posted 2 years ago

“Purchased 2 sofas in April!! Did not fit up my stairs when delivered in October .. the store then gave me only one option and that was to lose 40% of the price I paid and then pay some more money to choose another sofa type .. was promised delivery on 28 th move 22 .. no sign of the sofas yet .. and no way of contacting them as the phone number given just cuts you off and says there are too many calls ( I wonder why) .. avoid my Sofology at all costs .. you will have deep regrets if you buy anything from them”

Helpful Report

Posted 2 years ago

“Terrible service at sofology, we ordered our sofa in July and was told we'd have it by beginning of October, it's now December and nothing, after countless phone calls chasing it up and being give various excuses we are now being told it's not even been made yet and they don't know when it's going to be ready, so looks like we're sitting on the the floor for Xmas, thanks a lots sofology. Wish we'd never walked in the shop, AVOID. (Order number 3234732/1)”

Helpful Report

Posted 2 years ago

“FRAUDULENT COMPANY I purchased my sofa from this ‘company’ (without checking the trust pilot reviews, which i pray i had done before hand). Whilst purchasing the sofa i had a very pleasant experience which normally is the case with sales people to lure vunerable clients into buying. After purchasing the sofa i had no issues with it until 3 months later where i started noticing the padding of the cushions getting weak and the armrest coming apart. My initial reaction was to go back to the store i ordered it from, when doing so the polite staff member pointed me towards contacting customer services via email/ phone. I contacted customer service by email, to which i got a fairly quick response, however AFTER me describing the issue i had NO reply. I then went and phoned the customer support team. The staff memeber i spoke to was ever to polite dealt with the situation as professionally as he could, sent out a technician to check the sofas. Technician arrived, checked the sofa, CLAIMED THE SOFA WAS IN BAD CONDITION THE PADDING SHOULDNT HAVE GONE DOWN, he even sat on them and claimed they are WEAK (this is all an act they get paid to do this) . After writing everything down on his report i had a call this morning from one of the staff . NATALIE BRANIGAN, who quite frankly i think is UTTERLY RUDE AND UNPROFESSIONAL. Claiming the sofas cannot be repaired under manufacturers warranty only the handle will be repaired. I am disgusted by her behaviour and this ‘companys’ resolution service, i purchased this sofa with no problem paying yourselves only 6 months ago , is this how customers are treated? Every single one of the padding in the cushioned had weakened, when going back to check the cushions on the store sofa they were perfectly fine assuming so many people sit on them daily. i just merely wanted a repair or the cushions fixed! Especially after paying £2799 for the MIDAS SOFA. I didnt expect rude unhelpful responses from the staff when all i have done it co operate. To add to the situation only 2 weeks ago i purchased ANOTHER sofa to gift to my mum from the company another £4000 spent , if i had known this was the response i was going to get i would never ever buy from them! DO NOT BUT FROM THIS COMPANY THEY ARE FRAUDS ONLY THERE TO TAKE THE MONEY. QUICK ENOUGH TO MAKE YOU PAY , not so helpful on repairs or bothering to repair”

Helpful Report

Posted 2 years ago

“Didn't even want to give Sofology the satisfaction of 1 star... Absolutely DISGUSTING company and AVOID AT ALL COSTS!!!!!!!! I wish I read these reviews before placing an order, but with such a big well known company like Sofology you just don't think too (my god what a lesson learnt). I had my delivery date booked in and a time slot received so I booked the day off work and waited in. They were supposed to delivery between 6am-9am and I was delivery number 2 out of 11. It got to 10.30am, still heard nothing, no call from driver, nothing (they state they will call you 1hr before arriving). I checked the tracking and it said 'we are currently making delivery number 6, you are delivery number 2'. I then called the customer services, and he called the depot to see if they could contact the drivers direct to see what was going on, shock they couldn't get through to the drivers so I left all my details for them to call me back the minute they have any update. 7 hours later still NOTHING!!!! I call them again, only to find their customer service line is now shut!!! I checked my tracking and it said 'we are currently making delivery number 10, you are delivery number 2'. I knew the drivers obviously couldn't be arsed to deliver my sofa as i live in an apartment block with no lift. I waited in ALL day, cancelled my evening plans thinking they may turn up, but nope, nothing all day. I then call their customer service first thing the day after and complain and ask what the hell is going on, after I have paid £100 for delivery and your delivery men can't be arsed to deliver my sofa!!!!!!!!!! They looked into it and it stated on the system my sofa had a status of 'returned to warehouse'. How can a sofa be returned when no attempt of delivery was made??? I wanted answers so demanded more, she then stated it looked like the delivery driver had a 'family emergency' that day so couldn't complete my delivery. What a load of BS I was number 2 which meant the second delivery of that day, so how did they manage to deliver the other 10 that day???? I then had to wait until my sofa was scanned back into the warehouse for me to rebook delivery - at this point i was thinking how damaged will my sofa be, being lugged round in a truck all day to be shoved back in the warehouse to then be sent back out again??!! I had to call sofology numerous times to rebook this delivery when they promised they would call me. I got this rebooked, and had to have my BF sit in with me as (from reading the reviews whilst all this was going on), I knew I would have a problem with the delivery men and the access to my flat. He went downstairs and dealt with them, I had no involvement as I didn't want to speak to them - and he came back upstairs saying that at first they looked at the front door to the apartment block and said nope this wont fit!!!!!!!!! and then called the other driver out the van to have a look and he agreed!!!! my BF said very sternly you WILL get that sofa up there what ever it takes, and oh shock.... the sofa did fit up the stairs fine and in my flat fine!!!! Sofology have promised me compensation for all this stress, but they are now not answering any of my emails / calls. After paying £1500 for a new sofa and £100 for delivery fee I am absolutely DISGUSTED IN SOFOLOGY - worst company there is out there and their lack of customer service is appalling. I will constantly be contacting them for my compensation, as the sofa's cushions itself now have all started to sag - I HAVE ONLY HAD IT 1 MONTH!!!!!!!! AVOID AT ALL COSTS PLEASE”

Helpful Report

Posted 2 years ago

Sofology is rated 1.2 based on 1,641 reviews