Sofology Reviews

Name: Sofology
Rating: 1.21

1.2 Rating 1,646 Reviews

4 %

of reviewers recommend Sofology

1.2

Based on 1,646 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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“Ordered a 3 seater corner sofa for my elderly mum (81 years old) and the week before Christmas they delivered a corner and an end piece to her! She waited 3 weeks after me spending hours on the telephone to customer services and sending numerous emails on her behalf, to finally be informed that they had “lost” the 3 seater section. No apology, no one returns calls, no compensation…please save yourself grief and unnecessary hassle and avoid this company.”

Helpful Report

Posted 3 years ago

“Absolutely horrendous experience. Do not buy a sofa from here. I have waited 9months & spent hours & hours on the phone to people who cannot even help you. I eventually had to give up after my sofa was missing & nobody knew why. I am waiting for a refund & it’ll be interesting to see how long that will take.”

Helpful Report

Posted 3 years ago

“Descriptions completely inaccurate. First was told item was in stock. After I paid, was then told would be 6 months to deliver. Finally received today only to find that the description indicating it was three pieces was also inaccurate. The sofa arrived as two pieces, so wouldn't fit into lift. Calling customer service resulted in two options. Pay a fee of 20% original price to order a new item and likely wait another 5-6 months due to supply. Or cancel for a 30% fee. So £1000 gone for nothing. So frustrated with this entire experience.”

Helpful Report

Posted 3 years ago

“I have purchased a Clarence corner sofa. It was fine when we took delivery, but after a while, just a few weeks we had creases in the fabric. We were told to pat the creases out by hand, which didn`t work and the creases remain. I would like to know if anyone else has the same problem with this model sofa.”

Helpful Report

Posted 3 years ago

“Worst service of my life, huge regret.”

Helpful Report

Posted 3 years ago

“Can only add that the customer service you receive from this company once they have taken your money is absolutely appalling! If you are one of the few lucky ones to receive the correct order then great but if you have a problem, such as a missing item, you have zero chance of getting anyone to sort it! It would take too long to list the attempts I’ve made to contact this company and sort the issue, even visited the Golborne warehouse in person! I only wished I had seen all the comments on here before we ordered, we would never use this company again simply for the fact it’s so difficult to get hold of anyone and even when you do no one follows things up for you! The most frustrating and time consuming purchasing experience ever! Would give less than one star if possible.”

Helpful Report

Posted 3 years ago

“We ordered our sofas from the Cannock store in August - estimated delivery 10th December . Phone call to say the sofas were in and could deliver either the 8th or the 10th December . Lovely delivery guys , took great care of getting sofas in , took away all packaging . Have to say we are over the moon with the sofas and our experience so far . Can't fault the process - looking at the other reviews we have had been fortunate and had a very good experience .”

Helpful Report

Posted 3 years ago

“ABSOLUTELY DISGUSTING COMPANY Not sure how this company is still operating. Failed to deliver 1 of our armchairs and had no response from them for around 6 months. Ended up having to go to the Furniture Ombudsman to be told that they no longer make the sofa we ordered (although it is still showing for sale online now) and only option is to collect the other sofas. What a waste of a year of our time. They have not even apologised once through the process. We read the reviews before ordering and hoped we would be one of the lucky ones.. don't make this mistake too!”

Helpful Report

Posted 3 years ago

“Dont use this company they will let you down big time”

Helpful Report

Posted 3 years ago

“Ordered a 2 seater an arm chair and a footstool on 2nd Sept 2021 was told it would be here on 26 Nov 2021 then the phone call came, our footstool was ready for delivery and we tried to tell her we had 3 items for delivery and she just put the phone down on my wife.we then got another call on the 14.12.21 saying they were awaiting our 2 seater,so we recommended they do the delivery when they had all items in stock. 28.12.21 we had confirmation the delivery was now ready and they wanted a date to collect our old sofa at the cost of £90 . By this time was not sure of their reliability so went to Croydon store to confirm with joy in cust services she confirmed and took our final payment. 30.12.21 our old sofa was collected. 31.12.21 a phone call at 9am to say our sofa was not loaded on van and could take an extra 48 to 72 hours not including the bank holiday bearing in mind it is now new year's eve,was told a manger was to phone me immediately,never received A call so had to call back only to be told our complete order has been lost and it would take another 7 to 12 weeks for it to be manufactured?? Or we can have a refund,now please bear in mind these clowns have now removed our old sofa's and my wife has quite bad arthritis and have ended up going to argos to buy a poxy blow up chair so we have a seat but the sofology team did not give a damm. Now the staff seem really really nice and we originally came away from the store after spending £3000 feeling we had made a great decision,my god how wrong were we they just don't care we are now fighting to get our money back, I will follow up on this .. Please avoid this company at all cost they could not run a bath”

Helpful Report

Posted 3 years ago

“sofa was ordered 19/06/21 and have had 4 failed deliveries the customer service is absolute shambles and to be honest they are lucky to get 1 star. The buying of the sofa was amazing but as every one says the customer service is a joke. I would never refer anyone to this company. They need to look at all these complaints and hang their heads in shame”

Helpful Report

Posted 3 years ago

“After reading the reviews on here my husband and I were very worried I am so glad we did not take any notice. The date given for the sofa to be in the Warehouse was 19th December. We were contacted on 19th to say that delivery would be 29th December again we were very worried that it would not happen after reading the reviews on this site. However we were contacted to say they would be here at 1115 at 1113 they pulled into our driveway. The delivery guys were amazing. Happy and nothing was too much trouble. The sofa is now safely installed very comfortable and exactly what we saw in the store. Please if you have ordered something from Sofology give the guys a chance as if we had gone on previous reviews we would have cancelled and I would have been without my beautiful sofa”

Helpful Report

Posted 3 years ago

“We ordered a 4 seater sofa, long foot stool and two scatter cushions in August 2021. The delivery date was given for mid November 2021. We agreed to receive the goods in mid December 2021, but received no contact to arrange the date. We contacted the company, paid in full and took delivery on 18 December 2021. However, the sofa had fabric damage in two areas (front and right arm). The delivery was refused and the goods were taken away by the driver and his assistant. We were told we would be contacted by Customer Care within 48 hours. No call received. We returned to the store where the order was originally placed on 20 December and were told we should have accepted the defective goods and allowed the company to make subsequent repairs. We asked for our money back, save the deposit whilst we waited for the company to resolve the issue / order a replacement, but were told we had to cancel the order and start all over again!! The manager took notes and promised us a call from Customer Care within an hour so they could outline our options. The call never came and we have made three subsequent calls to three separate members of Customer Care. All failed to call us back. We eventually managed to secure a refund and were refused the option of making a formal complaint!!! This company has shocking after care for their customers (as demonstrated on this review site). We intend to highlight this to others so they don’t suffer the same experience.”

Helpful Report

Posted 3 years ago

“Shocking. Ordered a item from in store. Received confirmation text of delivery date. Had someone from customer services tell me it’s lost in warehouse and would call me back in 24 hours with update. No update 3 weeks later, couldn’t get through to talk to anyone as your on hold for hours, live chat no one acknowledges you. had to go through my bank to request refund.”

Helpful Report

Posted 3 years ago

“Very poor company, stay well away, did the mistake of buying got miss sold wrong colour sofa in store by saying website has it wrong, raised a compliant 5 weeks ago telling them that colour is wrong and sofa is damaged but have not heard anything despite sending chaser on the colour instead they keep offering to send technician to fix sofa but won’t even acknowledge or answer my complaint about sofa colour, pathetic.”

Helpful Report

Posted 3 years ago

“Experience in store is lovely, staff are helpful, knowledgeable and kind. Customer service is beyond poor. Agreed time abs day of delivery. Delivery was late with no notification it was going g to be late. I was worried as I needed to pick up my daughter from school. Called customer service and I was 58th in queue so on hold for about an hour then gave up. I emailed customer service who said yes I would receive the sofa by 7pm that evening. I explained I needed to leave the house to pick up my daughter from school. I got the same message saying it will be delivered by 7 pm rather than by 2 pm as the agreed time. Sofa spot was to have a defect so Boxing Day contacted customer service. The advisor put me on hold 4 times to find me a slot for the technician to visit my home. She was only able to offer me one day in January, the one day I have to be at work. She then said because I had ‘declined’ that one day I would have to call back in January to see if anything else was available. She was cold, showed no sympathy and kept repeating that’s the only day available and I have declined. I forgot to say that when I was emailing customer service and I asked to please be sent the complaints procedure 3 times and I was just ignored. I will never shop here again and will tell my family and friends not to either. They waste so much of the customers time abs show not a shred of understanding. I don’t know who owns sofology but they need to sort out their customer services very quickly. It was a very expensive sofa too so I expected much better.”

Helpful Report

Posted 3 years ago

“The worst company we have ever dealt with shambles customer service had our money £4096 and told 16 weeks delivery time we was contacted to say out sofas ready for delivery they brought one but not the other nevertheless it’s was damadged so we sent it back no sign of the 2nd one contacted the customer service hrs on the phone to rearrange the delivery of both sofas again no sign of the second sofa we said we hadn’t paid for a second hand or damadged sofa no we was tod it’s a new one fast forward to this Wednesday just gone sofa delivery again the first one no sign of second one again same sofa damadged sent sent it back I have demanded a full refund although they dropped of the 2 puffs they were supposed to collect them on Xmas eve we stayed in for 4 hrs the time slot to collect them and nothing no email call how this company even function is beyond them as soon as I get my money back I will go elsewhere”

Helpful Report

Posted 3 years ago

“Wrong sofa was delivered and returned on the 5th of December. Long waiting time to speak to them, never contacted by Sofology to get this issue resolved, after so much wait over the phone I’ve been told it was a picking error. I’ve been told that the correct sofa will be delivered in maximum 2 weeks before Christmas and nothing has been showed up yet. No one is taking the responsibility at Sofology: customer services blaming the depot and the store (Thurrock) I’ve placed the order at blaming customer services! Wasted hours over the phone, raised a complaint and still nothing heard from Sofology! Very bad experience and causing so much trouble.”

Helpful Report

Posted 3 years ago

“I cannot fault the store but please do not order from this company as the customer service section are rubbish. Up until now I have not had a response to my emails escalated by both myself and from the store. Ordered sofa in May 2021 and was told be delivered 10/09. Moved into new home end of August based on this. All in all my date has been cancelled SEVEN times with last date 19/12. The actual manager in store said he didn’t even think the sofas were in the country and better off cancelling. We accepted loan sofas but after 4 days they still had not turned up! In the end had to cancel. Got refund within 2 days which confirms they were not in country. And icing on cake? When the loan sofa was placed whoever at their customer service activated the loan finance and they contacted me to say they would start the repayments on sofas I didn’t even have! Please save your money and the stress as this company does not care. I even tried to contact the CEO but they just ignored.”

Helpful Report

Posted 3 years ago

“Do not buy from Sofology Buying a sofa in a sofology store is a great experience, but from then on... it's awful. I have been promised a sofa before Christmas, and had 2 deliveries booked in, where they haven't turned up. I have had to call the customer service line each time, where they have no idea about what's going on and where my sofa is. It's 3 days before christmas, and still no sofa. Two days holiday taken to receive a sofa, and christmas plans changed as we have no where to sit our family! I've had 6 calls that haven't been returned, and been told to speak to someone new each time. Do not order from Sofology if you value your time and money. I can't cancel my sofa without getting through to general enquiries, 3 hours in and still number 15 in the queue.”

Helpful Report

Posted 3 years ago

Sofology is rated 1.2 based on 1,646 reviews