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

“I ordered a 2 & 3 sofa set back in June on a 12 week lead time which was pushed back to 16 weeks (covid related - fair enough) only for it to be delivered today and one of the sofas is the wrong colour. The replacement sofa is going to take 20 weeks! 36 weeks, 8 MONTHS (!!!) in total to get the right order. I am so disappointed. Not only this but the delivery driver noticed that there was the same issue with his next drop! I can say though, that the delivery drivers were lovely and the sofas look decent so far. Customer service has been so-so. The people are nice but cannot actually offer any guidance or help other than what you can see on your sofology account. It has also taken me between 30 and 60 minutes to get through on every occasion I have called. After spending £1800 with them I really wish we had spent our money elsewhere.”

Helpful Report

Posted 4 years ago

“I’m looking for a suite after reading all reviews I wouldn’t touch this company at all . You treat customers bad your business will go bust gillhughes”

Helpful Report

Posted 4 years ago

“Purchased sofas 12 weeks ago paid in full, over £4000 since then no contact. Delivery time been and gone no sofas no update and no contact. Emailed no reply. Absolute muggers. Avoid at all cost really frustrating and stressful.”

Helpful Report

Posted 4 years ago

“I don't often leave negative feedback - every business can have an off day. But my experiences with Sofology recently pushed poor customer service to the extreme for me. For those who are saying in their reviews that they've had a good experience in-store yeah - I was pretty much the same. But just wait - you don't know what is in store for you in the after-sale. I was promised delivery by mid-August. Four weeks on - no sofas, no messages, no apologies, no information, and still can't get through to Customer Services - either on the phone or online. 36 hours it took a representative to respond to the 'instant' message I sent. Unfortunately, I wasn't at my computer at the time - so missed the opportunity to actually find out what is happening! I called the store. The Hull store manager was rude, unhelpful, and pretty much told me to suck it up as they were experiencing excessive demand telling me my only option was to contact customer services. Who remember, are uncontactable (this is why I was calling the store!). Totally, utterly unacceptable and I will never be using this company again. If you're currently in the market for a new Sofa I'd strongly recommend you go somewhere else.”

Helpful Report

Posted 4 years ago

“Bought sofa with cleaning kit and 5 years insurance as sales woman recommended, total Healy £2000. Sofa went down low quickly, wanted to use I insurance but they decided not allow to use it. Insurance itself was over £300 but need to claim within a day. If you don’t notice something you spill on it or not sure what it is, they don’t do anything. Very regret to bought sofa here and also I insurance. Do not buy insurance from them!”

Helpful Report

Posted 4 years ago

“I have a 3 seater sofa and chair which I purchased in June 2018. It is out of the 2 year warranty but I purchased the extended warrant. The leather on one arm and back of the sofa is peeling off and I am not covered by the warranty as it is classed as structural. I would have expected that a sofa costing approx £1400 would have lasted longer than this. Very disappointed with Sofology”

Helpful Report

Posted 4 years ago

“Had delivery minus 3 seater sofa . After a long waiting time over 3 days finally got through and told that sofology had lost the order for the sofa. I told them that I wanted my money back and for them to pick up the furniture that was delivered. They said that the furniture would be picked up on the Saturday and I would get a time slot on Friday and then they would reimburse me. I have not been contacted by them and its is impossible to get through to customer services. This company has to be the worst I have ever dealt with and I strongly advise anyone considering buying a sofa to look elsewhere !!”

Helpful Report

Posted 4 years ago

“Purchased a leather sofa, within the first week the leaher was becomin baggy and relaxed. Informed Sofology I was dissatisfied with the product and they've done nothing. A technician came roynd, ageeing with my compkaont and apoligising as there was nothing he could do. Sofology have now tried to close the complaint. The pdoduct was sold to me under false pretences as the demo sofa in store did mot have this issue despute it being a frequent complaint. Shocking customer service and blatant lies. Avoid like the plague.”

Helpful Report

Posted 4 years ago

“I ordered and paid for a footstool, 100% upfront, I was given a delivery date. But then, on the day of delivery... nothing!! No one called, no one turned up.. nothing. Then for almost a month thereafter I was left chasing it, practically on a daily basis because every time I was promised a call back but due to extremely bad customer service at Sofology.. no call back. Until finally I was told they lost it. I told them to give me a full refund and I will never deal with such an incompetent company again. When I asked for the name of the customer service manager to write in about my experience, I was told they are not obligated to do so and as I had a full refund I was no longer a customer.. have you ever heard something so PATHETIC!!! So glad I purchased my sofa from Darlings of Chelsea... service is exceptional!!”

Helpful Report

Posted 4 years ago

“Dreadful. Salesman was a liar. (see below) Offered me 15% discount then when I looked at the invoice done remotely there was no discount. Told me that it was retrospective and that all I needed was a copy of an NHS card and get the discount on line. He said it was not a problem as he could do this in store if i could not get a copy of a card. When i checked on the site it was 10% and as both my NHS friends felt uncomfortable. I returned to the store and the salesman checked with the store manager who said it was too late anyway. If I had a complaint i could only do it online. I demanded to see the store manager who refused to see me and I had to sit in front of his desk. I recorded the whole conversation and only when I pointed this out did things get interesting. They had to use a staff members own purchase discount to get my price. The sofas are dreadful with the electric foot recliner supports all broken. Used to be wood now brittle plastic. 1 may be careless 2 may be unlucky but 3 and 4 design fault. Dont bother with customer service there isn't any. They ignore emails. the my sofoly app no longer recognises me and phone support makes you cry. I have made my own replacement parts from plywood.”

Sofology 1 star review on 8th September 2020

Helpful Report

Posted 4 years ago

“Was sold a leather sofa and assured it would keep it's shape and firmness. They lied. The sofa is soft and sagging! They replaced the base cushions but the same problem. Now they don't want to know. Horrible company!!! Avoid at all costs!”

Helpful Report

Posted 4 years ago

“Product is poor quality. A fault has occurred and initially I was assured the faulty item would be replaced within 6 to 8 weeks. 4 months later my ticked has been closed I don't have a replacement, emails ignored and staff unhelpful and have no knowledge of processes. Still paying for a sofa under guarantee which is fit for te skip. Don't bd taken in go to a quality store don't waste your money”

Helpful Report

Posted 4 years ago

“What a bunch of jokers!! I paid a deposit on two sofas from Sofology ten weeks ago and have not heard a word since. Have tried every which way to contact this slapdash outfit since then with NO RESULT! Tried using their "My Sofology" section to track delivery dates but it has never been updated so is useless. Tried sending a web enquiry to ask for an update and waited 48 hours in vain. Sent questions in via their Webchat and waited all afternoon without any response. Phoned numerous times and either never got into their queueing system or got cut off when someone finally picked up. And have requested a fabric sample several times in vain. Surprise surprise, they can't supply one for my sofa! A total waste of space.”

Helpful Report

Posted 4 years ago

“My 2 sofas look dreadful a year on dispite all plumping the backs completely sagging was told nothing they could do due to engineer who came out 3 weeks after i got them said all was ok. Theyd started sagging then. Gave it few months eee how they went end feb/marchbid had enough had to buy 3 roll pillows to help support back. Helped a bit but was not happy at all tried to call customer services to get recorded message due to covid. Did online complaint which when i finally got to speak to after sales 3 weeks ago said they never recieved. Still wont budge or send engineer out to see how bad these have gone due to engineer saying all was ok in september. Take a look for yourself if you think this us acceptable & this is after a good plumping without support cushion to help hold it up. Appauling”

Sofology 1 star review on 1st September 2020

Helpful Report

Posted 4 years ago

“Bought a sofa 3+2+1 (Collins range) less than two years ago spent over £3000. Straight away noticed one made lots of creaking but thought it may settle. Then the headrests came loose and a piece of the frame could be felt sticking out. Sofology came out shoved a piece of sponge in the headrest and tightened it all up. Left the headrest looking wonky af! Then the leather started to peel on the 3, phoned castlean (waste of time) said it wasn’t accidental damage. Then started peeling on the 2. Luckily sofa was still under warranty. Was given a credit note. But to buy the same now would be near £4000 as sofas have gone up in price. We don’t want the same again so basically all the sofas we could have afforded two years ago we can’t now. So looks like we will have to pay an extra grand or so to get a sofa. An don’t try going in store saying you have a credit note they won’t give you the time of day ! No commission for them !”

Helpful Report

Posted 4 years ago

“Bought a sofa and a cuddle chair out the of the Canterbury Range in September 2019. We have already had the support out to the sofa as it started to creak and groan despite the soft not had any weight on it. They came, gave it a few tweaks, puffed the cushions up a bit and went on their way. Ive got to say although the two are from the same range, the fabric appears very different. The cuddle chair that is sat on daily has worn well however the sofa looks like we have had it years. Extremely disappointed as know the sofa will not last long and loved the colour to match my lounge. Extremely disappointed on the quality.”

Helpful Report

Posted 4 years ago

“Sagging sofa and frame is all wobbly after a few years. Poor quality, disappointed having spent £4000 on these sofas”

Helpful Report

Posted 4 years ago

“Bought sofa bed and matching chair mid 2019. Chair cushion much softer than sofa cushion. Uncomfortable. Tried to get it changed but they said nothing wrong . Now sofa and chair both their cushions are soft and no support. Would not buy again from. Them as no customer service.”

Helpful Report

Posted 4 years ago

“Bought 3 sofa's back in January to the value of nearly £3000 which we paid in full. They were due to be delivered in April. Lock down came, so understandably there was a delay. In June i started to ask when they would be delivered.....I constantly chased them with phone calls and emails. But nothing re-delivery date. In July I then asked for refund if they could not give me my sofa's. All of this time they were holding my money that I had paid in full in January. Once we reached August I then proceeded with a 'section 75' on my credit card to try to get my money back. Then they agreed that they would refund me. 7 months later..... I'm afraid I wouldn't buy from Sofology again. I have had no apology the delay in giving me back my money or explanation as to why I didn't get my sofa's that I was hoping to get.”

Helpful Report

Posted 4 years ago

“This is NOT a review for Sofology but for the team who delivered on their behalf , which was called I think BQ logistics or something along those lines. The 2 guys were brilliant . They went above and beyond for Sofology. The team at Sofology could learn a lot about customer service from these.”

Helpful Report

Posted 4 years ago

Sofology is rated 1.2 based on 1,647 reviews