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

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“Avoid this company because they don't care once they have taken your money. Finally had our sofa delivered after 3 months. 6 months into having it we are experiencing one of the sofas squeaking, it's embarrassing! They sent out an engineer who wrote his report and that's the end of that! They won't do anything to else about it as the engineer said there was no fault LOL We are still in a 2 year warranty which they haven't even considered. The after care team are absolutely useless and unsympathetic, they don't go that extra mile to make sure cases are resolved within our rights. Lauren from Product Support was useless and very repetitive in going on that they won't help. After they have your money they don't give a ****”

Helpful Report

Posted 3 years ago

“Worst company I have ever dealt with. Ten times I have been promised a call back by customer services and not one has responded. It takes an average of 4 hours to get through on the phone. Ordered a sofa in April, now 3 missed deliveries, then decide they have lost a bit of the sofa so will order again but have just told me they don't make that one any more! 4 months gone, no sofa and am back to where I started except they have my money.”

Helpful Report

Posted 3 years ago

“Our sofa was sat in their warehouse for 3 weeks and after 16hrs worth of phone calls we finally managed to get this delivered (wish we hadn't bothered) the reason for the delay was that no one had scanned in the sofa for delivery but they confirmed it has been there for weeks. We had raised a complaint and asked for a manager to get back to us however no one has ever got back to us on this or had the courtesy of responding to emails or phone calls. When the sofa did finally arrive one of the nuts for the foot was missing and the other loose, the drivers also had to cut the fabric at the bottom to attach the feet to the sofa. The sofa glides that we're ordered were also not delivered. It's like getting a shoddy second hand sofa and having to have it repaired straight away! After another call today it turns out that again no one had bothered to action the email or resolve the issue. Overall the service from sofology has been awful. Not one person has taken ownership of this issue or attempted to resolve this. Would avoid this company at all costs once they have your money and finally deliver a damaged faulty sofa they ignore you!”

Helpful Report

Posted 3 years ago

“Customer Service Department is non existant once you have bought and had delivery. They do not answer e mails to resolve problems and to get through on phone is impossible. This company needs to be exposed as giving worst customer service in UK. Its alright having flash showrooms and having shiny products but customer service must be there when customer needs it. Do not buy from Sofology you will be dissapointed and frustrated once you have purchased........I have never been so dissapointed by a company that can only be called second rate.”

Helpful Report

Posted 3 years ago

“BEWARE OF SOFOLOGY! We purchased three sofas from them back in December 2020 just shy off £10 000. The service we received pre sale in store was fabulous! We heard everything that we wanted to hear from the sales team and BINGO we parted with our hard earned money! THATS IT! This was the beginning of the worst retail experience we have ever encountered. To date we are suffering at SOFOLOGY’s hands. The minute they take your money you literally become invisible in their eyes. They don’t respond to emails! They don’t respond to your concerns on the phone. I have lost count of the amount of times I called and emailed them. Basically 4 months after we placed the order upon delivery of the sofas we discovered that Sofa 1 was a completely different sofa to what we was ordered . Sofa 2 had a fault! It didn’t work when plugged into the socket so we couldn’t adjust the seating. Sofa 3 was fine until it SANK after 6 weeks usage. We are in AUGUST 2021 and to date we have an incorrect sofa, a faulty sofa and a sunk sofa. The anxiety and stress this has caused me has lead me to take sleeping pills. We got nowhere with them so found the CEO s details and emailed her. Got nothing back ! NOTHING. April 21 we threatened them with Court Action! Someone got back to us and said the correct sofa needs to be reordered and will take 8 weeks. They also said a new adapter will be sent to us for the faulty sofa which will solve the issue. In regards to the Sunken sofa we were told on the phone not to sit on it continuously and asked about our weight! They told us someone will come to our address to have a look! Nobody came! No adapter arrived and to our absolute horror 8 weeks later upon delivery of what we thought would be the correct sofa we paid for we received a replica of the incorrect sofa we initially received! Currently SOFOLOGY HAVE BEEN ISSUED WITH A COUNTY COURT JUDGEMENT FOR DAMAGES. We are waiting for the outcome. They have drained us emotionally and we have suffered financially too! They are NASTY in every way and to avoid the same fate as us AVOID THIS THIRD CLASS COMPANY.”

Helpful Report

Posted 3 years ago

“Absolutely the worst customer service we have ever received. Ordered a sofa and armchair in April, which was due to be delivered start of July. Only the sofa arrived, no armchair as there had been a mix up. We were told to call customer services to re-arrange delivery. It took dozens of attempts and over 4 HOURS on hold to actually get through to anyone. Delivery was rearranged for the 19th but no one showed up. We are still trying to get through to someone to rearrange delivery for a second time. We have made a formal complaint that was not even acknowledged. Online chats are not answered and it is near impossible to get through to anyone on the phone. Additionally, the sofa that was delivered has a dip in the middle so it seems there is a fault. We will definitely be going to the ombudsman about this company. Absolutely disgraceful.”

Helpful Report

Posted 3 years ago

“What an awful company for customer service. Ordered sofa 2020 arrived with manufacturers fault. Reordered waited months!! Again turned up manufacturers fault! Waited another few months as ordered a different model, rung after 4 months to be told someone actually hadn't placed the order!! Now in 2021i ordered again this time sofas didn't fit through door! Was not told it was not a split or might not fit through a normal door so poor customer service... In all this time you cannot go ask at the store they say you have to call.. I log onto my account and only original order on there no data or record of other orders. Now it has been 9 days calling them everyday and just same message waiting time over an hour, I have even called at 4am and you get the same message!!! I have emailed many times no one responds... Am thinking there must be a complaints procedure somewhere official like trading standards..”

Helpful Report

Posted 3 years ago

“Ordered a sofa in June. Got a text to say I could choose a delivery slot. Trie several times but “there was a problem “ managed to get hold of someone via email who told me I needed to pay my balance! Explained I’d taken out finance for the rest. He came back 2 days later to say I could now choose my slot. I chose Saturday 6th of august. Gave away my old sofa a day before delivery. Didn’t get the promised text or email with my 4 hour slot so started calling them at 9am. Got hold of Zoe after 2 hours on hold who put me on hold to have a look at my delivery details, 20 more minutes on hold and I was cut off. Spent another 2 and a half hours on hold then spoke to the same girl who told mr the delivery hadn’t been arranged. I had two emails confirming the delivery date! So now I’m sofaless and can’t get another one (from DFS) until November. Avoid this dreadful company!”

Helpful Report

Posted 3 years ago

“It's a shame to have to leave such a negative review, but things are absolutely shambolic. I was contacted the evening before my sofa was meant to be delivered, to be told that it had been sent to the wrong depot, and I would be contacted the following day to re-arrange delivery. No contact was made. I contacted Sofology myself, a ticket was raised, and a promise of a phone call the following day. Yet again no phone call. Was on hold from 8:20am for three hours, made it from 27th in the queue to 2nd in the queue to be cut off, rang a further 2 times, to be cut off again. Sent a web chat message, that was not responded to for three hours, re-sent the original message a handful of times to try and receive a response, finally got a response that told me to stop sending messages. I queried my complaint again via message, and was once more ignored. Feeling like this is essentially daylight robbery at this rate, is this even legal?”

Helpful Report

Posted 3 years ago

“AVOID AT ALL COSTS !! Complete shambles of a company !!”

Helpful Report

Posted 3 years ago

“Instead of 2 weeks I'm still waiting for my footstool 2 months....customer service very bad....”

Helpful Report

Posted 3 years ago

“Great service in the shop initially but that is where it ended. The sofa we bought was one that was in store and in their clearance. Delivery date was arranged for 2 weeks later. The day arrived and no sofa. No phone calls or emails to advise us of any problems. My husband emailed, messaged and tried to get through on their nightmare of a phone line to no avail. Went back into store and was told they didn't know what would happen and could only email which would take 3-5 days for another response. Promised someone would ring us to rearrange delivery. No one has. Can't seem to get to speak to anyone yet they have our money and we have no sofa. Absolutely diabolical!”

Helpful Report

Posted 3 years ago

“Avoid Sofology!!!! They have no customer services, no after sales, worse experience I ever had as a consumer. They treat you like fool, I felt so neglected and disrespected. At the end had to ask for refund ( I am still waiting after 3 days) because I just can't deal with them anymore. This is the experience I had: I purchased a sofa and after 6 weeks waiting they finally confirmed the delivery for a Sunday. I removed my previous sofa and was waiting for the whole day, NO one turned up! I called them after 1 hour 43 minutes waiting, the line went down. On Monday I called again I waited 3 HOuRS 18 minutes on a call, the lady was sorry (as they always are) said would speak the the manger and get back to me as she has no idea where the sofa was and when it would be delivered ( she never did) I explained that I went through a cesarean and had other birth complications and not having a sofa was very inconvenient for me, in between the time I emaild them, Sofology replied as an automatic email only! The same answer to all of my emails, I also tried to speak to customer services on My Sofology account online/ live chat In 12 hours they reply the same automated response as the email the same answer there is nobody live there. So, I went to my local store where I purchased the sofa, spoke to Ish, they offered loan furniture which I accepted but customer services had to confirm first NO ONE TURNS UP, No one calls nothing! A week later I went to my local store again in Brent Cross, Ish did not have a response to any of my complaints, my emails, phone calls were all useless because there is nobody to hear, read and come with a solution for your problem, they just sell the product, Sofology does not care about their customers. Following week called back I requested a refund which as been 3 days and I am still waiting. So my experience is, they don't know where the sofa is, they have no idea when it would be delivered, they don't return your calls or emails. If you go to the local store they will not do anything. You just have to wait for God knows how long for them to confirm a delivery. Plus there is no option to rate them directly! Sofology should be ashamed! Avoid!!! Avoid!!!avoid!!!”

Helpful Report

Posted 3 years ago

“Similar story to others on this site. I bought a clearance sofa (ie.already made to go) on 24th May 2021. Finally a delivery date was set for 17th July. On the date of delivery I had a voice mail from the delivery depot informing that the driver did not have my sofa on his van and they would investigate and get back to me (no one did). Messaged and emailed Sofology, and after the usual appologies was told they would investigate and get back to me. So far no one has come back to me. I have tried numerous emails and messages. I got rid of my old sofa to make space for the new one. This lack of communication seems common to all our complaints”

Helpful Report

Posted 3 years ago

“Shocking customer services”

Helpful Report

Posted 3 years ago

“£9300 spent of a sofa, they delivered half, lost the rest. They are still showing stock on their website of the lost items but I cant have those, I have got to wait for them to find the ones I ordered. I've spend 6 hours on the phone to customer services to no avail, including a very rude Kirsty”

Helpful Report

Posted 3 years ago

“Don’t ever buy from them it’s SHOCKING”

Helpful Report

Posted 3 years ago

“Customer service is a joke and completely none existent - the chat feature and contact form are a waste of time, you never hear back from anybody. Only choice is to get on the phone for 2+ hours just to change a delivery date... this has put me off buying a sofa from them for the office. Awful”

Helpful Report

Posted 3 years ago

“Absolute terrible company. Never respond to emails, wait hours on the telephone to get through to them, promised a call back, never happens. Shocking customer service. Would not recommend.”

Helpful Report

Posted 3 years ago

“Customer service does not exist within this Company. The sales staff in store are great at their job but once the deal is done you are on your own. In April I bought two sofas described as clearance items. The salesman assured me that they were fine and possibly the reason for the reduction was that they had been returned by customers as they were unsuitable for their homes, possibly too big. I paid for these cash with an estimated delivery of 2/3 weeks. At the same time, I also ordered two brand new sofas from the Chiltern range for delivery in approx 9 weeks. A delivery date was booked with a time slot from 7.30 a.m. for the two clearance sofas. On the due date I was rung by the delivery driver to give me an estimate of their arrival time and also to make sure I had been informed they were only bringing one sofa. I had not been informed. As they were checking the sofa on the van the driver noticed that the back was covered in what look like green paint. More importantly he also noticed that the foot on one side looked misaligned. He proceeded to slash the bottom lining with a knife only to discover that the whole of the leg frame was split from top to bottom. It was beyond usable and therefore they took it away. Hours later, having had no communication from Sofology, I contacted the Hull store and the assistant said she could see my second sofa in store and was puzzled as to why it hadn't been delivered with the other. Apparently, according to the driver and assistant all furniture goes to Sheffield for checking and packing prior to delivery. After several more days of no contact from Sofology, I rang and spoke to someone claiming to be the Manager of the Hull store. He dismissed the drivers and store assistant claim that furniture went to Sheffield to be checked and insisted he had personally packed checked and packed both my sofas some two weeks prior to my delivery and sent them to Sheffield for delivery only. I tried endless ways to contact customer services and had the same problems as described by everyone else. Long wait times, disconnection and emails unanswered. I no longer want my Chiltern sofas but reading the small print, it seems it will cost me 30% of the original price to cancel if, in fact, I could every find a way of cancelling them. I visited the store yesterday and the Manager was most unhelpful claiming that they have just much trouble contacting customer services and have to wait in the queue. As if !!!!!!!!! He said the reason for the delays was due to the unprecedented success of the company sales that had gone through the roof since opening after the covid closures. He claimed to never having spoken to me, knowing nothing about my missing sofas and was totally unable to help other than sending someone an email asking them to ring me. I know this is never going to happen and so the saga goes on. To add insult to injury, it seems that the Chiltern range has now been discontinued. People do yourselves a favour, avoid this company.”

Helpful Report

Posted 3 years ago

Sofology is rated 1.2 based on 1,647 reviews