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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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 chose the suite of my dreams in March 2018 with the promise the suite could be totally broken down to fit a small entrance. Waited 3months & then donated my old suite! Bare living room - My 1st Delivery got changed, 2nd delivery didn’t turn up, 3rd delivery arrived sofa not broken down, 4th delivery they noticed the corner unit could not break down so took my whole suite back, had to order a totally new unit, got offered a replacement suite, took 5th day off work, delivery failed as they forgot to put replacement on the van, took 6th day off, replacement suite arrived (not broken down) Had to wait another 3 months for new order, that’s 6months waiting & 3 months with no furniture in my living room. New date came for my new sofa, called to confirm that it’ll be broken right down to assemble in the house, The suite arrived NOT broken down & the delivery men left with my suite AGAIN.... it’s been a living HELL!!! An absolute nightmare!”

Helpful Report

Posted 6 years ago

“Disgusting service & totally incompetent! chose the suite of my dreams in March 2018 with the promise the suite could be totally broken down to fit a small entrance. Waited 3months & then donated my old suite! Bare living room - My 1st Delivery got changed, 2nd delivery didn’t turn up, 3rd delivery arrived sofa not broken down, 4th delivery they noticed the corner unit could not break down so took my whole suite back, had to order a totally new unit, got offered a replacement suite, took 5th day off work, delivery failed as they forgot to put replacement on the van, took 6th day off, replacement suite arrive (not broken down) Had to wait another 3 months for new order, that’s 6months waiting & 3 months with no furniture in my living room. New date came for my new sofa, called to confirm that it’ll be broken right down to assemble in the house, took 7th day off work & the Suite arrived NOT broken down, delivery men said the back won’t come off & left with my suite AGAIN.... it’s been a living HELL!!! An absolute nightmare! Iv never ever experienced this level of total disregard for my loss of earnings & stress. Iv had no furniture ALL SUMMER! It’s just disgusting! Do not order from Sofology unless you have free mentalhealth after care!”

Helpful Report

Posted 6 years ago

“Pre sales promise the earth, it's only after you start to see the cracks. Ordered a settee which was delivered, cushions soiled etc but was fast talked into signing for the couch under the agreement that photographs had been taken and someone would call be later that day to replace them. According to customer services this was never even logged. I called the store I bought it from (Bolton) and they don't want to know - you get told to go to an online system and cannot speak to a real person. Noone has ever replied, I did get someone on chat and she replied telling me to put another support ticket in and then stopped replying. I have contacted my bank who are now helping me sort this out as Sofology don't want to know, and I'm left with a filthy, stained couch. Allegedly your couch should be delivered in a red bag and I can't help but thinking if ours had been this wouldn't have happened. Your asked to say it was if anyone asks by the driver though! Spoke to Laura the manager at Middlebrook who's reply was "There's nothing I can do about it" - she also said it was OK to quote her saying that. ** Important edit *** After getting nowhere, I remembered to check the CCTV footage from the front of my house which shows one of the delivery people dropping the cushions on the road and in the back of the van (none of them covered in wrapping etc). Amazingly when I mentioned this, as if by magic a customer service manager is coming tomorrow to have a look.... but they'll charge us £69 if we're not in and they won't tell us when they're coming!”

Helpful Report

Posted 6 years ago

“While I agree that the initial service was excellent and I did rate it very highly two years ago. However a few weeks ago I went in to the shop where I purchased the suit with photos of the leather peeling off. Some were small areas around the seams but some were larger. The manager looked at the photos , agreed that there seemed to be a problem and emailed the company for us. They said they would respond within 24 hours. We went home happy with this service. An initial email asked for photos which I sent however on looking at another email that had come from them they said that it was only covered by a one year warranty and that I would have to pay £69 for a technician to visit plus the cost of any repairs. This is totally unacceptable, in my opinion, and have contacted them by email again was told exactly the same. I have not been able to contact them by phone. If it was possible to give a zero score I would. Please do not be misled by the initial contact.”

Helpful Report

Posted 6 years ago

“Please do not ever use this company!!!! Appalling lack of customer service No one ever returns a call Minimum of 30 min wait just to get through to a human being Delivery delayed with less that 24 hours notice 4 weeks later and still no contact from customer service or complaints I will literally never use this company ever again”

Helpful Report

Posted 6 years ago

“I have been so excited to get my new sofa that is costing me a small fortune but it was my treat. Ruined by the fact they sent an entire wrong peice. How can sofa experts get it so wrong?? Is the stock not checked and double checked before it is delivered??? And judging by all the poor reviews I don't think I will get resolved any time soon. I have requested a phone call as there is no one for me to phone and still nothing. Sofology you suck”

Helpful Report

Posted 6 years ago

“Sofology sales-people mislead customers into submitting a 5 star review on Trustpilot at point of sale when in fact customers should reserve final judgement until they have actually taken time to use their sofas. Mine, as numerous other customers purchases did, sagged, creased and looked deflated within a few weeks of use which Sofology try to fob off as being badly maintained by the customer when in fact their products are sub-standard imports from China. The showroom sofas are of far superior quality and used to lure customers in. I got fed up with their atrocious and aggressive aftersales team, skipped the Furniture Ombudsman and filed a small claim against them. Within a day they contacted me to arrange a refund and collection. They sell overpriced, imported tat made of sub standard leather and filled with cotton wool.”

Helpful Report

Posted 6 years ago

“Thank god l came across this site.l was just about to part with a lot of money and buy a sofa & chair online.Due to system failure at the bank l was unable to get my money.Then l read all your reviews.Very scary.This company should be shut down.l will now look elsewhere.”

Helpful Report

Posted 6 years ago

“Our sofa and chairs were delivered in January 2017. The salesman was so pleasant,friendly and plausible we were persuaded to take out the warranty. We were told how it would cover stains ,damage etc and how wonderful this cover was. This cost £156 and we paid £39 for the sofology leather cleaners. As the furniture cost so much we really looked after it and cleaned it about once a month. In July I was cleaning it and I noticed a light coloured patch on one chair before I actually cleaned it. Still I thought I've got the warranty and I phoned them to be told they wanted me to do it on line. I explained that as we were older we'd rather complete a manual form. I was told someone would ring back. Over a week later I got a phone call asking for my address to send the form. Why the person I initially spoke to couldn't have done this I don't know. Any way I completed and posted the form. About a fortnight went by and I got an e mail asking for the details I'd already entered on the form. However I duly responded with the same details. I then received an automated reply saying that I would receive a reply within 5 days. Another two or three weeks passed so I phoned up. The person I spoke to didn't know what was happening so I asked if I could speak directly to the team dealing with the claim. They don't take incoming calls! I was assured I would be contacted in 5 days. After another two weeks I finally got a reply rejecting my claim. They stated that I had claimed the damage was caused by Sofology's care kit. They say that under the terms and conditions they only cover furniture where their own cleaning products have been used. I cannot find this in the small print and at no point did I suggest that the damage was caused by cleaning. Also why did the store persuade me to buy the cleaner if it invalidates the warranty which they also persuaded me to buy. I am disputing this with Castelan with no hope of a solution. Sofology may not be concerned as they have had the money for the suite but I will need anew suite at some point in the future and won't be returning there”

Helpful Report

Posted 6 years ago

“You might be thinking with an average rating of 9.2 you have nothing to worry about but you are wrong. Customer service until you order is great after delivery is where it all goes downhill BELIEVE ME. My sofa delivery arrived and out of the sofas I ordered, one came in the wrong colour. So it was refused and sent back I was given a number by the delivery driver to ring but had no help whatsoever. I was told all customer service is via email as they don't want their customers to wait on the telephone. It's absolutely nonsense!! So you email and wait for a reply sometimes it takes days and other times over a week. So it becomes a long and draining process of emails back and forth. The long and short of it is that after over 3 months I have now requested a refund as some of my family have had to sit on the floor due to not enough sofas so I can order from somewhere else. But they refuse and say they do not offer refund even though they are to blame. Seriously be aware before you order here”

Helpful Report

Posted 6 years ago

“Leather peeled off under 1 year and the company is blaming me for what I have used to clean the sofa when all I use is leather wipes”

Helpful Report

Posted 6 years ago

“Broken recliner reported to customer services March 21st via email chat. Waited 8hrs, no assistants replied. Site closed down at 5pm. Hardly any contact from Sofology. Engineer sent out after a 12 week wait (replacement motor) wrong motor ordered. 2nd visit wrong motor again!!! Engineer noticed it wasn't the motor but the button cable that was faulty. New switch ordered, wrong switch. 6 MONTHS we have been waiting!!!! No one contacts us, we have to make most of the calls to Sofology. Still waiting for solution.”

Helpful Report

Posted 6 years ago

“Cushions in store must have a different filling as ones on sofa bought sink dramatically despite constant plumping up. Customer services are a joke - lots of e-mails from different people within minutes of lodging complaint, satisfaction surveys issued when nothing resolved. All hiding behind screens and phones - appalling. Do not use this firm!”

Helpful Report

Posted 6 years ago

“Shocking service, I've waited a full year to have my sofa fixed now instead of fixing it properly they're trying to bodge it up. They have been out 4 times now and brought the wrong part each time, I've been waiting for them to bring foam for 6 months and now apparently they can't replace the whole cussion they can only pack it. Terrible company who seem to pay for reviews on trust pilot.”

Helpful Report

Posted 6 years ago

“Not happy at all.. Me and my partner visited the store 11 weeks ago and measured our perfect sofa.. We knew it wasn't going to fit through our doorway as we had checked our measurements, so we walked away.. When a salesman then comes over and asks if he can help. We explain our situation and he replies 'hang on let me take a look on my ipad, we my be able to take It apart for you and have our delivery drivers build it in your living room'. He then specifically said it would be fine as they can take the back arms and legs off and even showed us on the iPad convincing us it would be fine. Great! So off we went to buy it.. To find after waiting 10 weeks and sitting on a bean bag! That the sofa can't fit through the door.. Funny that! We said it wouldnt in the first place. Anyway it came in 2 pieces and none of the back arms came off or nothing so we was falsely sold this sofa! Fuming! After being let down we then try to get through to customer service after being passed on to department after department (5 days later) I get told Its mine and my partners word against the salesman in the store.. So basically if he doesn't admit what he told us, our only option is 30% of our refund will go to sofology leaving us £500 short.. Sorry this is just robbing us in broad day light and is not acceptable. We are first time buyers and cannot afford to loose this kind of money. The salesman is on holiday at the moment and so I am having to now wait another week to see if he admits he messed up.. I will update in a weeks time. Tamara & Sid”

Helpful Report

Posted 6 years ago

“Poor customer service. Charging us £900 due to the fact they themselves have broken the contract. No intrest in sorting the issues. Seems the get away with daylight robbery. AVOID!!!!!”

Helpful Report

Posted 6 years ago

“Crappy quality furniture useless aftersales had 5 visits from technicians and still not sorted our sofa”

Helpful Report

Posted 6 years ago

“I cannot emphasise enough how abysmal this company are to deal with. We currently have a sofa and chair which have collapsed, in their words, settled, however, it has collapsed as they use fibre in the cushions. Imagine a pillow which over time you replace, I do this every 6 months, do you want to replace a suite every six months, NO!!! The quality of the sofa and chair is abysmal. I have gone through their process and according to them there is no fault. Their technician advised the suite is supposed to look old and baggy.... really!!! If I had wanted an old baggy suite I'd have gone to ebay and bought one for a tenth of the price we've paid. Their customer service is abysmal too. I have tried to get through to them how terrible our suite looks, but they have said, nope, that's how it's supposed to look. For god sake it's less than 6 months old and looks like it's year old. It's so uncomfortable to sit in as the cushions have collapsed and they're saying there's nothing they can do. Well there's plenty I can do. If I even put 10 people off buying from them then that's a start. DO NOT BUY FROM THIS COMPANY!!”

Helpful Report

Posted 6 years ago

“There is zero customer service. You cannot ring anybody. They charge 30% for their own mistakes like if the setee doesn’t fit through your door and that’s without asking you the size. Vile experience. Something should be done about this company. Even their staff cannot help as they have no one to contact. Appalling”

Helpful Report

Posted 6 years ago

“Absolutely terrible service. Placed order for sofa on 30 June and expected delivery date was 4th September. Firstly that is a huge waiting period for a sofa. Secondly, and my main issue, come 4th September waiting in our house after getting rid of our old sofas, we are told an hour before expected delivery time that there has been a system error and our sofa hadn't been loaded and we would need to arrange a new delivery date. This is completely unacceptable. I've taken time off work, I've had to remove our old sofas and now find out it was for nothing as there will be further wait (bear in mind 30 June is when we bought the sofas, which means for almost a quarter of the year we dont have the sofas we have bought). I have since asked for an explanation as to why the sofas have not been delivered and i was told they forgot to load the van from the deport with the sofas! If only I could forgot some things also. I seriously regret buying from this company, as simple experience like buying sofas has become a massive inconvenience and not enjoyable at all.”

Helpful Report

Posted 6 years ago

Sofology is rated 1.2 based on 1,647 reviews