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

“New leather sofa delievered mid April Slash in leather when delievered Still not repaired mid July Didn't order damaged goods!! Shop ordered from doncaster did not want to know once delievered not there problem basically NEVER AGAIN..........”

Helpful Report

Posted 6 years ago

“SOFOLOGY COMMIT A CRIMRE AGAINST CUSTOMERS BY NOT GIVING REFUNDS, THIS IS A CRIME UNDER THE CONSUMERS RIGHTS ACT 2015!!!! I just paid £1400 for a leather sofa and was told it will take between 3-6 weeks to be made for me soon as i got home i get a message saying choose your delivery date which was odd, they gave a date 10 days after ordering but i could have chose earlier, very odd as i only just ordered it, anyway "IT" arrived badly broken with a massive colour difference and lots and lots of different marks n the leather which was definitely not in the showroom example, it looked lie a different sofa to which i ordered by the sample book, funny that never had any colour differences either, strange that anyway then the shop says o we can't control colour differences in leather, WELL WHY SHOW A LOVELY LOOKING SOFA IN STORE WITH LOVELY SAMPLE BOOKS TO CHOOSE THEN SEND ME A BROKEN PIECE OF JUNK? Now can't call the people i need to talk to as they don't have an in coming call line. I took time off work for nothing now i still have no sofa and don't now whats happening, the delivery guys were brilliant and immediately loaded it back onto the van, now i will wait and see if they try to palm me off with the same sofa again or i actually get what i paid for, a newly made sofa with no colour differences as the one i got looked like 2 sofas muddled up. I won't begin to tell you about the chipboard structure the sofas are made from all bits and pieces chopped up and glue dripping out from everywhere, i could honestly make better myself, check yourself in store, ask to see underneath unzip the bottom and take a look what your buying. UPDATE!! It's been 4 days now since my furniture arrived broken with colour distortion, i have been back to the store and emailed everyone, i still have had no call back as requested, the only hint of communication is through this review as you can see, i did what they asked below and still no one has responded, i am now over £1400 out of pocket with no furniture and no one from Sofology wants to know they are ignoring my emails and won't call me back, i thought Harveys were bad these are a lot worse as you cannot speak to anyone. STAY AWAY FROM SOFOLOGY they have diabolical customer service, in fact they have NO CUSTOMER SERVICE AT ALL. UPDATE: After still having no replies to my emails and any communicaton from SOFOLOGY i contacted The Citizens Advice, They put me through to the consumer advice line which told me SOFOLOGY was committing a crime not giving me a refund. they are still using outdated legislation to con customers, USE THIS TO GET A REFUND, YOU HAVE YOUR RIGHTS, DON'T LET THEM TELL YOU OTHERWISE. (Under the Consumer Rights Act 2015 goods you supply must be fit for purpose. As there was a problem with the goods when I bought them, I request that you give me a full refund.) CALL the consumer helpline, they will tell you everything you need to do, they have a template legal letter f needed. SOFOLOGY are CONNING people into thinking they cannot get refunds when you can, as soon as mentioned the consumer rights act 2015 and told them they were committing a crime my money was refunded Immediately, they couldn't process it fast enough. I HOPE THIS HELPS ANYONE THAT HAD THE SAME PROBLEM AS ME WITH THIS UNSAVOURY COMPANY. DON'T BELIEVE THE TV ADVERT BULLCRAP. IF YOUR ARE STUCK AND CANNOT FIND THE CUSTOMER SERVICE NON HELPLINE FOR THIS JOKE OF A COMPANY IT'S 01942463019. REMEMBER THE CONSUMERS RIGHTS ACT 2015 IT'S CRIMINAL TO NOT GIVE A REFUND!!!!! THEY REFUSED ME 3 TIMES BEFORE I MENTIONED THAT NEW ACT OF 2015 NEW GOVERNMENT LEGISLATION. PLEASE IGNORE ANY COMMENTS FROM SOFOLOGY BELOW THEY ARE CON ARTIST SELLING JUNK. THANK YOU.”

Helpful Report

Posted 6 years ago

“Order sofas arrived not like on shop floor after care well had ur money on ur own no one is interested or no one wants to help avoid this company go else were”

Helpful Report

Posted 6 years ago

“sofa was scheduled for delivery today between 7.45 and 11.4am. It’s 4.13pm and there’s no sign or update of the sofa. The online chat feature on the website is useless and they have no information or contact with the delivery team. Contacted customer services and they will respond within 3 days. Have lost a full days worth of work. And no basic courtesy of someone even informing me that there’s a delay. Unbelievably inefficient systems and processes. Totally avoid.”

Helpful Report

Posted 6 years ago

“If I could rate 0 I would. The worst experience I have ever had! Reading other reviews the company needs to look at how the treat customers. I recieved 2 couches and when they arrived the stitching and colour where completely different to the swatch in the shop. After taking pictures that where taken by the store workers who stated the colour was completely different. Head office decided they where the same colour! Which is bizarre as they are now calling there staff in the store liars. Never ever would I go to sofology and I will telling all my customers the same!”

Helpful Report

Posted 6 years ago

“Bad,bad,bad customer service!!!!! I agree with all the other reviews!!! I am so disappointed I trusted the good reviews on Trustpilot!!!! As another person mentioned, the reviews on Trustpilot are mostly based on the experience you get in store. That's probably because as soon as you leave the shop you are asked to write a review for them. I was sent an email straight away asking for my review and also one of the guys in the shop asked me to write a review. I found it odd because I had not received my sofa yet so I decided to wait until I received my sofa before I left a review on Trustpilot. I'm glad I did. My experience with sofology has been so awful!!!! They really don't seem to care. After 13 long weeks waiting they finally contacted me to let me know my Sofa was ready for delivery. I chose the following Saturday (which is today) as my delivery date. Delivery was supposed to be happening today between 9:30am and 1:30pm. It is now 6:43 pm and still no sofa. When you try to contact customer service it is impossible to get through!!!! Why did it take so long in the first place for my sofa to be ready??? 13 weeks???? No communication from Sofology. When I called them after 11 weeks I was told they were not expecting the sofa to be delivered until the 2nd of July! Then I was contacted on the 13th week and told sofa was finally ready. Waited all day today. I was supposed to go out and I had things to do but I could not. I tried to phone in vain in order to find out what was happening. I finally went to the shop and talked to a customer service lady at the desk. She did not seem to care! No apologies and she did not seem in a hurry to help. She told me to sit down as it would probably take a long time. And she was right!!!!! After a very long wait she finally managed to get through to customer service and she passed the phone to me. I spoke to a lady who advised me that one of the delivery drivers did not turn up in the morning and that was the reason why my sofa did not arrive at the expected time. I totally understand her explanations but why is it that nobody contacted me to let me know???? When I asked the lady when should I expect delivery she put me on hold. After a very long wait, she came back on the phone and said it will take approximately 3 hours. It is now 7pm and I am still waiting!!!! I am so disappointed by the service! And now, after reading other reviews, I am worried that my sofa will come damaged! So worried! That is a lot of money I spent for that leather sofa and I am dreading delivery in case it comes damaged. I don't know how much longer I will have to wait but for some reason I have a feeling it will be a very long wait. My advice: Avoid sofology at all costs!!!!!!”

Helpful Report

Posted 6 years ago

“Do not buy from this company their in-house managers and customer service team are an absolute disgrace the worst ever. Very expensive sofa purchased to then find out it was faulted trying to contact some in in after sales was an absolute nightmare which resulted in numerous visits back to the store to be given no support at all from managers shoulders shrugged and advised go see ombudsman. 6 months later following 6 attempts of botched repairs see attached photo. Eventually after a long frustrating battle a partial refund was given but still ended up out of pocket. NO communication from these people, lies regarding repairs the technician is an out body and didn't have a clue what he was doing. The CEO could not be bothered to reply stay well clear of this company.”

Helpful Report

Posted 6 years ago

“never buy from sofology wish i had bought a second hand one would have had better ther furnicher looks lovely but its a load of crap and when you buy from this company they cant wait to get your money but when you want to complain they never get back to you”

Helpful Report

Posted 6 years ago

“Do not use this company. I searched for a long time to find 2 leather sofas that fitted the look and the space I had in my lounge and eventually decided on a 2 seater and 3 seater Livorno sofa from Sofology ordering them in February. They arrived on 1st May but to my disappointment one of the seats on the 3 seater arrived with a broken leg support rail and couldn't be sat on. The delivery men said that hopefully the company would be in touch but if they were slow I'd have to chase them up.... Eventually, after several phone calls, it was decided that someone would come from a company they used called Homeserve to fit a new support rail at our house. That meant another day off at home. When I asked what would happen if Homeserve couldn't repair it on the day, they refused to answer that! When the Homeserve technician arrived, he said it was repairable but he couldn't do it on the day. I emailed Sofology to say I was unhappy about paying so much for a broken sofa and wanted a total replacement. When I didn't hear back from Sofology, I emailed them again and their reply was that it was Homeserve's fault as they should have made another appointment to come and fix it and that they'd 'pop' a note to Homserve to remind them. I was furious with Sofology and let them know in another email that they'd totally ignored my request for a new sofa! That was several weeks ago and I haven't heard anything since from either Sofology or Homeserve. The customer service is absolutely dire. I've tried ringing Sofology but after waiting for over 30 minutes for someone to respond, I gave up. As I paid with my Barclaycard I have now turned to them to help me resolve this…”

Helpful Report

Posted 6 years ago

“Agree with AKR and in a similar position. do not buy from this store!”

Helpful Report

Posted 6 years ago

“Zero out of five. AVOID - STRONGLY RECOMMEND YOU DO NOT USE SOFOLOGY After the nice sales people sold me down the river I have had nothing but problems ever since. Just like all the poor reviews that Ive since discovered. It started with them admitting that someone changed the delivery address on the system so a days holiday wasted. Had to wait another 3 weeks and when the sofas finally arrived, they were badly damaged, the arms was crushed and dirty, there were at least 9 flaws in the fabric, on the arms,the cushions, fault lines the full length of both bases. The stitching was coming away and there was even a long hair sewn in on the base just a few inches away from the "quality control"signature. Then the real problems started, trying to get Sofology and the customer service teams to respond and when they did, in a satisfactory way. Ive even had the social media team respond to my poor Trust Pilot review, and still nothing! Today, I got another response to what becoming a hideously long saga ( I'm going through Resolver and keeping everything documented) only to be told the parts would be 6-8 weeks ( parts = fabric and a side cushion) and 2 months post delivery. I could have had 2 new sofas in that time. At one point, due to all the time spent looking, then chasing delivery cock ups, time off to accept delivery x 2 days, more chasing etc etc I was actually willing to have a "repair" job if it meant it was quick and efficient. I would however have expected a reduction in price given I would have ended up with 2 re-furbished Sofas and not 2 brand new ones which I paid £2500 for ( almost all of both sofas would have required new fabric and re-upholstered) And like one of the comments on here, dont go for the 3 year insurance at over £350 and worthless. What I received was nothing like the shops, someone suggested the manufacturers were in Eastern Europe which could account for why it takes two months for a cushion and fabric for the technician to then "work wonders" I was told I would be "amazed at what technicians can do" when I said that both entire sofas would need to be re-covered. I wont bore you with the farce where they lost me in the system and claimed to not realise I had any outstanding issues until I threatened to report them for Misuse to "Resolver" when they closed to close my case, the case I created in Resolver. So now I've just been told that the repairs will take another two months minimum. ( I placed my order in March) They hadn't responded for 9 days until today ( perhaps so that more delays will take me outside the 30 day return policy?) They haven't even tried to come to an amicable or satisfactory resolution or discussed a price reduction or compensation on all the time I've had to spend on this sorry saga. ( 3 months to date and they want me to wait another 6-8 weeks. I just want sofas that aren't rubbish and move on. Even writing this review is more time but I feel strongly that people should be made aware of this awful company and don't make the mistake that I did) The customer services team seem to think its OK spending thousands of pounds on shoddy sofas and then expect you to wait another 2 months to get some fabric for a technician who may or may not be able to make it look like the one in the showroom in Reading. ( "we will be in contact when the parts are received estimated 6-8 weeks") So I have already gone to the Furniture Ombudsman and have now written to Sofology again, formally requesting a refund quoting the Consumer Rights Act ie Goods be as described, fit for purpose and of satisfactory quality. None of which are true or accurate. So now more hassle and time. I will probably have to issue a claim against Sofology in the county court based on previous responses or lack of ( the legal option on the house insurance is proving money well spent) I have a new job and had to relocate, all a bit stressful as it is but who knew trying to put a living room together and just function would be this difficult. (I didn't know until I started experiencing delivery problems that Sofology were bought out by DFS) I will have to start the whole process again, and battle to get my money back from Sofology no doubt. They could have managed my situation much better than they have, they didnt recognise they were pushing on an open door (terrible customer services team and that includes the so called social media team who respond to reviews on social media but dont actually do anything after that), but anyone considering buying furniture from this company do yourself a favour and dont take the risk. A lot of the good reviews on Trust Pilot are based on the sales experience and not Sofology as a whole ( after you place your order, the salesman says although they are not on commission, they do need good reviews. When the review request comes in , it isn't clear that its for Trust Pilot so be aware if you are asked to complete a survey) Finally, if anyone knows where to get a decent sofa at a decent price, with a decent customer services team if things do go wrong, I'd love to know.”

Helpful Report

Posted 6 years ago

“The staff in the shops are excellent. Its after that the problems start. The sofa was delivered the men unpacked it and set it down. It looked ok. When a neighbour came in she said it looked lopsided. We turned it on its back and one of the legs had been over screwed on and was splintered all the way round and was shorter than the other one. We were given no paperwork when we bought the sofa and no delivery note with an order number on it. The online system takes forever using bots and is a waste of time. The phone number we eventually found says everything postdelivery has to be dealt with online. I have never known such a dreadful system implemented by a company. It is designed to make it as hard as possible to get through to anyone. Avoid these clowns at all costs. I wish we had never gone there.”

Helpful Report

Posted 6 years ago

“Was about to buy a sofa from these as they have the size and style i wanted. Thanks for this site i will go elsewhere. Seems the company need to sort their service before i would bother with this nightmare”

Helpful Report

Posted 6 years ago

“I bought a leather sofa and colour started to come of 3 weeks later. Having 4 repairs we got credit note and new sofa.The wrong cushions sent I paid for sofa shield no paperwork sent. I have tried chat and e mail can't get answer. The customer service is awful. How do I speak to someone?”

Helpful Report

Posted 6 years ago

“AVOID THIS COMPANY.. Ordered a new leather suite from Sofology paid the delivery charge have waited 16 weeks for someone to contact regarding delivery of the new sofas and found that if you want to have it delivered on a Saturday it's an extra £30 for the privilege not once was this charge mentioned instore and it is not in the delivery terms and conditions on their website, have spoken to our local store and they're not interested, neither is anyone on the end of either the telephone or live chat!!, left a poor review on another site and hey presto a message appeared to send contact details and the escalation team would be in touch within 48 hours and guess what it's 6 days later and still nothing..and to top everything off we received an email yesterday stating that they now can not deliver on our chosen date( something to do with the vessel the shipment is on) and we have to wait an extra week before they can get it to us.. Sofology your customer service is DIABOLICAL you are disinterested in anything that involves you having to actually listen and sort out your paying customers issues and frustrations, it would be ZERO stars if that was an option...”

Helpful Report

Posted 6 years ago

“Surprise surprise !!! No response or resolution after 4 weeks or initial contact!! take heed all potential customers Published 3 days ago Updated 48 hours ago absolutely shocking customer service absolutely shocking customer service. no telephone number available to speak to a human being. all now done via email so they don't have to reply to you. initially very pleased although when i was sold the suite was told (as they advertise) the sales people do not get commission, but was asked when its delivered can you go on trust pilot and give me a 5 star rating then i will get my commission. when we were sold the sofas we were told you dont have to worry about measuring your door as the arms come off. the delivery guys not very happy about taking arms off so had to go through my neighbours garden and lift both our fence panels to get in the back of our house treading mud through my kitchen. after about 3 months the arm on one of the sofas sounded like cardboard when you touched it and felt like it, very flimsy. after spending £3500 i was very disappointed. my last sofa cost me £650 and was built much better. reported to sofology and was transferred to home serve. they came and repaired the problem only to go even worse after another 2 months. home serve came out again to repair it i said i dont want it repaired as it is even worse than before, i want the arm replacing, well within my rights to ask for replacement arm ( not whole sofa). was told sofology will get back to me once they have received home serve report. 2 weeks later no reply. tried to call all numbers on website no reply. had to visit store where purchased to be told by the manager nothing they can do they only take the money. he emailed the escalation team supposed to respond within 48 hours. another 2 weeks no reply. emailed again to be told complaint now with priority team and reply within 72 hours. another week and half later still no reply. the phone number for the priority team just rings out for half an hour at a time. spoke to the finance company to be told they will get involved if problem not sorted after 8 weeks. spoke to the store again to be told if you want any action you need to write a poor review on trust pilot as someone has to respond within 48 hours. if i ever treated my customers this way i would expect to go out of business. YET AGAIN SOFOLOGY WHAT A COP OUT NO RESOLUTION JUST ANOTHER EMAIL SAYING GET BACK TO ME Sofology Reply from Sofology Published 3 days ago Hi Mrs Petford I am sorry to hear about your experience so far. Please can you send me your order details so I can look into this further for you? My email address is social.media.complaints@sofology.co.uk Many thanks Will”

Helpful Report

Posted 6 years ago

“Published 3 days ago Updated 48 hours ago absolutely shocking customer service absolutely shocking customer service. no telephone number available to speak to a human being. all now done via email so they don't have to reply to you. initially very pleased although when i was sold the suite was told (as they advertise) the sales people do not get commission, but was asked when its delivered can you go on trust pilot and give me a 5 star rating then i will get my commission. when we were sold the sofas we were told you dont have to worry about measuring your door as the arms come off. the delivery guys not very happy about taking arms off so had to go through my neighbours garden and lift both our fence panels to get in the back of our house treading mud through my kitchen. after about 3 months the arm on one of the sofas sounded like cardboard when you touched it and felt like it, very flimsy. after spending £3500 i was very disappointed. my last sofa cost me £650 and was built much better. reported to sofology and was transferred to home serve. they came and repaired the problem only to go even worse after another 2 months. home serve came out again to repair it i said i dont want it repaired as it is even worse than before, i want the arm replacing, well within my rights to ask for replacement arm ( not whole sofa). was told sofology will get back to me once they have received home serve report. 2 weeks later no reply. tried to call all numbers on website no reply. had to visit store where purchased to be told by the manager nothing they can do they only take the money. he emailed the escalation team supposed to respond within 48 hours. another 2 weeks no reply. emailed again to be told complaint now with priority team and reply within 72 hours. another week and half later still no reply. the phone number for the priority team just rings out for half an hour at a time. spoke to the finance company to be told they will get involved if problem not sorted after 8 weeks. spoke to the store again to be told if you want any action you need to write a poor review on trust pilot as someone has to respond within 48 hours. if i ever treated my customers this way i would expect to go out of business. YET AGAIN SOFOLOGY WHAT A COP OUT NO RESOLUTION JUST ANOTHER EMAIL SAYING GET BACK TO ME Sofology Reply from Sofology Published 3 days ago Hi Mrs Petford I am sorry to hear about your experience so far. Please can you send me your order details so I can look into this further for you? My email address is social.media.complaints@sofology.co.uk Many thanks Will”

Helpful Report

Posted 6 years ago

“Ordered a sofa which came In March 2018 after 2 Months a button came off and was told a service visit will take place when I book it in by ringing up and Ive currently sat on hold for 50 minutes no answer all I can say is rubbish!!!”

Helpful Report

Posted 6 years ago

“Ordered two sofas for Sofology after ordering one from them a few years ago. As they were from different ranges they arrived separately - first delivery was quick and excellent, the second was terrible and like something from a horrible comedy - think Dumb and Dumber and the Chuckle Brothers - if we hadn't been there to mirco manage them and do most of the work ourselves, I dread to think of the damage they could have done. It's made me extremely wary of buying from them again as I never want dangerous idiots like that in my home again. Unbelievable.”

Helpful Report

Posted 6 years ago

“Ordered from Sofology over the Web ex display set, great sales over the phone, great delivery guys (if not over priced @ £75:00). The suite should have been inspected prior to delivery, it wasn't. The back was broken and never got in our house, it was reported back to Customer Service by the delivery guys, we then had a stream of emails from the Customer Service department with little or no information. No Phone numbers on the website, Web chat waited over an hour then gave up after a few emails they sent a number 01942 463 019 then later on express customer service number 03444 81 80 32 when we canceled the order both numbers over an hour waiting. In short worst customer service every which you won't find out about until you have a problem like us.”

Helpful Report

Posted 6 years ago

Sofology is rated 1.2 based on 1,647 reviews