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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“Shockingly awful service, I never write reviews online but the service I received from Sofology was so bad that I just have to warn people. Sofa was supposed to be delivered in early July, received text messages and emails confirming but sofa never arrived on the day. Called Sofology, 1 hour 40 minute wait and they said there was an error and someone would call to rearrange deliverey. 2 weeks no phone-call so I call back, 1 hour 20 minute wait, and they say there is a problem with trunking it over from one warehouse to another and someone would contact me as soon as it is done. Again no phone-call so I call back 3 weeks later, another stupid wait to get on the phone, and they say the same thing about trunking. This goes on for a few weeks... I called them today and they finally admit that I am not getting the sofa and it's lost but I need to speak to customer services to request a refund. 3-4 months wait and about 15 hours of wasted time on the phone and not even an apology. Absolutely awful company.”

Helpful Report

Posted 3 years ago

“I have experienced the same problems as everyone else. Lies, Lies and more Lies. Sadly everyone who works for this company is rotten to the core. * It upsets me reading all the reviews. I placed my order early April. The first time it was delivered It was wrong material. I refused the order. Later the same day I received text saying my order would be with me the next day. 6:45am the van turned up without the 2 sofas and arm chair. I had already paid in full. Like everyone else. At first I couldn't get through on phone. 2 hours wait. I started ringing at 8:30 Option 3 this worked. I also started going into the shop. The response to my emails, was useless. It was nightmare, I went into the shop I told the Manager this making me feel ill. He showed no compassion. 'I told him' I’ve had enough’ ‘It was fight back time’ if I was going to lose the money I wasn't going to sit back and be ripped off. I told him ‘I was going to come back into the shop the next day and refuse to leave until my money was transferred back into my account. The manager told he would phone the police and get me arrested? ‘I explained that's exactly what I wanted him to do. I told him I intended going to the News papers T.V. and trading standards. I also emailed the company of my intentions, Follow up by 8:30am phoned call. Whilst I was on the phone the money was transferred back in my account it would take 3- 5 working days. To my surprise a few days later the money was transferred back into my account. This company should not be allowed to trade.”

Helpful Report

Posted 3 years ago

“I only bought the lamp and mirrors as I needed them for a party and was assured they could be delivered. I get a text two days before saying delivery will be done. Then get a text 1 day before saying they can’t deliver and to ring a number . 28th in the queue on the phone. Held on for 85 minutes still not answered .on the live chat person sakes what the issue was then disappeared . Utterly gutted needed items for the party.So glad I don’t pay out for a sofa with them!”

Helpful Report

Posted 3 years ago

“Same as all the other reviews on here: No sign of my sofa, delivery dates keeps getting pushed back & back. Order placed on 25th May 2021, current delivery date (although I suspect it'll get pushed back yet again) is 18th Oct 2021 making it a 21 week wait for my order! No response to any form of attempted communications with them. Appalling customer service, and still nothing to sit on! SAVE YOURSELVES THE HASSLE AND DO NOT PLACE AN ORDER WITH THESE COWBOYS.”

Helpful Report

Posted 3 years ago

“PLEASE AVOID THIS COMPANY (THEY HAVE BEEN ON WATCHDOG).DO YOUR RESEARCH ONLINE ,CUSTOMER SERVICES YOU CANNOT GET THROUGH TO, STORE NOT INTERESTED IN THE PROBLEMS , ordered a sofa instore and it came in the wrong configuration as the manager didnt listen and was more bothered about the upselling of guarantees and cleaners on the day it arrived after a 16 week wait they dropped it out of the truck and damaged it then we found it was the wrong configuration. then we found it was 170mm short on both items, we are still trying to get refund”

Helpful Report

Posted 3 years ago

“Seriously....don't bother! My experience has been terrible & the worst customer service I've ever received! Ordered/paid for 2 x sofas 4 Feb 21. Everything great at point of sale & couldn't be faulted. My Sofology account set up the next day with anticipated delivery date mid-April. Blanket email received day before saying phones busy & there are delays due to lockdown but deliveries are still being scheduled & they are emailing customers as soon as delivery can be arranged. Heard nothing further so chased end June. Couldn't get through by webchat or phone so found an email addy. Got a reply saying someone would call the next day about delivery but nobody did. Chased a few more times by email to mid-July but heard absolutely nothing. Hung on the telephone for an hour end of July & did get to speak to someone vaguely helpful who confirmed both my sofas existed & that one had made it to the correct local depot but the other was still 150 miles away. She would get it moved over to the local depot & call me when but, needless to say, nobody did. Emailed 9 August to say enough was enough, I was disgusted & unless there was an immediate resolution & apology I would be cancelling. Got a holding reply with anticipated 72 hour response time but heard nothing so telephoned 20 August but couldn't get through or leave contact details. Also checked My Sofology & saw the first change in there since it was set up back in Feb namely (& very worryingly) that my order details had disappeared & were now completely blank! So I got solicitors involved who sent a letter by post & email on 25 August. The email bounced back undelivered from the very address Sofology tell you to use in their T&Cs (!) so the next day the solicitors sent it to every Sofology email address I have used since first dealing with them & within 40 mins their Complaints Department (complaints@sofology.co.uk) were on the phone processing a full refund which hit my bank on 28 August signalling THE END OF A LONG & GALLING EXPERIENCE. It wasn't the delivery delay that caused this opinion. It was the lack of contact to and from this company. I note they have a new update on their website at the time of writing but they should be sending that info out to their customers or, at the very least, updating people's My Sofology accounts.”

Helpful Report

Posted 3 years ago

“Ordered a lamp - told it was going to be 3 months. Now 4 months in and it was due to be delivered yesterday - no show!!!!!! and no contact from Sofology to cancel delivery slot or explain why. Have phoned customer services line this morning at 8.30pm ..... was no3 in the queue .... it is now 10am and I have made it to the No1 slot - hopefully they will answer before they close at 5.30pm. Shouldn't be surprised took them nearly 4 hours to answer last time I contacted them. Never Never Never again will I enter their shop”

Helpful Report

Posted 3 years ago

“worst company that has not gone bust ....YET! only a matter of time, look at twitter, look at trust pilot etc etc , no one has a good word to say about them, just tried to deliver half of my suite to me, settee missing and no one has a clue where, answered the phone after 2.19 minutes on hold in a queue, ceo just resigned, what more do you need to know?”

Helpful Report

Posted 3 years ago

“When your sofa doesn’t turn up there is no way to make contact with sofology. Hours holding in a queue on the phone, which then cuts you off, emails not responded to, and a web chat that doesn’t exist.! This company will make you ill with the stress… if they have no staff to deliver purchases STOP taking orders in your stores until you’ve sorted out this huge issue you clearly have. Keep your customers properly informed of what the actual issue and above all please give everybody on here an actual number to call to speak to someone. Stop sending out automated emails requesting payment and to book a delivery date which you are clearly not fulfilling NOT ACCEPTABLE,”

Helpful Report

Posted 3 years ago

“Absolute scam. They look good on TrustPilot because they ask customers to review them after the initial sale. The initial sale process in store is very good, the consultants are really helpful. It goes as far as that. You're told it may take up to 14 weeks but can often be quicker. I'm now waiting 20 weeks with no delivery date, no updates, no nothing. You also have to wait between 1 - 2 hours on hold to get through to anyone on the phone. If I looked further into reviews before I'd purchased I'd have seen all of this. If you are reading this and deciding on whether to purchase from them, honestly, steer clear. Filter the TrustPilot reviews by the 1 star reviews and you'll see how many there are.”

Helpful Report

Posted 3 years ago

“PLEASE AVOID BUYING FROM THEM! They are now trading with DFS and blaming THAT for the shambles... We ordered suite in May. Only halve arrived!, the other WENT MISSING!!! Hours on phone! One call lasted 1 hour 22 mins, resulting in yet more blatant lies...Shop not interested! We are now seeking legal advice as they have collected our substandard sofa, and have not issued ANY refund. MORE LIES! Trading Standards have received countless complaints so I would avoid buying from either SOFOLOGY OR DFS!”

Helpful Report

Posted 3 years ago

“We got sucked in by how nice their store looks and their promises to help the environment. Don't order from Sofology. We viewed in store, found the perfect sofa and then purchased online after checking the measurements of the new house. I wish I'd looked at the reviews and endless twitter complaints before ordering. The actual sofa arrived on time but the footstool arrived in the wrong design and faulty. I was promised a call the next day to resolve... Nothing. It took two months of emails, tweets, DMs and chat messages (one no show delivery and one incorrect item again) to finally get the footstool. I raised a complaint and they only acknowledged it after 3 weeks and me forwarding it to the CEO, that was the only way to get my item finally reordered. The online support team don't respond for days and then send a generic message about being really busy, ask if you still need help and then you wait several days for the same generic message again. There are clearly some fundamental flaws in Sofologys processes, just look at twitter, Facebook and between the fake reviews on Trustpilot to see how many people are struggling. Mistakes can happen but Sofology are clearly making regular mistakes and it is a battle for anyone to get them resolved.”

Helpful Report

Posted 3 years ago

“Absolutely abmisal service. My 78 mother still waiting after 19 weeks. She went to Brent Cross last week to chase, she is still waiting for Olivia to call her back, was promised a call with delivery date by Sunday 3pm. Still waiting.”

Helpful Report

Posted 3 years ago

“WILL NEVER buy from Sofology again. I reported that the seats on my sofa were not sufficiently filled with the foam, and that material was loose on seats. A Sofology technician came out, then later that day received email to say the matter was resolved. I couldn’t believe it. Sofology said if I wanted to change seating, I would have to pay extra, I have only had sofa 3 months. Bad customer uncaring service, ignore what you tell them. DO NOT BUY FROM SOFOLOGY”

Sofology 1 star review on 31st August 2021

Helpful Report

Posted 3 years ago

“Seriously....don't bother! My experience has been shockingly terrible & the worst customer service ever! Ordered & paid for 2 x sofas 4 Feb 21. Everything great at point of sale & couldn't be faulted. Sofology account set up the next day with anticipated delivery date of mid-April. Blanket email received mid-April saying phones are busy & there are delays due to lockdown but deliveries are still being scheduled & they are emailing customers as soon as delivery can be arranged. Heard nothing further so chased end June. Couldn't get through by webchat or phone so found an email addy. Got a reply saying someone would call the next day about delivery. Nobody did. Chased a few more times by email to mid-July but heard absolutely nothing. At the end of July I hung on the telephone for an hour & did get to speak to somebody vaguely helpful who confirmed both my sofas existed, (my first confirmation that they did!) & that one had made it to the correct local depot but the other was still 150 miles away. She would get that one moved to the local depot & call me in a couple of days when that had been done but, needless to say I heard nothing further. Emailed 9 August saying enough was enough, I was disgusted & unless there was an immediate resolution & apology I would be cancelling. Got a holding reply with anticipated 72 hour response time but heard nothing further so telephoned 20 August but couldn't get through or leave contact details. Also checked My Sofology & saw the first change there since it was set up back in Feb namely (& very worryingly) that my order details had completely disappeared & were blank! So I got solicitors involved who sent a letter by post & email on 25 August. The email bounced back undelivered from the very address Sofology give in their T&Cs to use (!) so the next day the solicitors blitzkrieged it to every Sofology email address I have used since first dealing with them & within 40 mins their Complaints Department (complaints@sofology.co.uk) were on the phone processing a full refund which hit my bank on 28 August signalling THE END OF A LONG & VERY CRAPPY EXPERIENCE. It wasn't the delivery delay that caused the problem. It was the total lack of agency in being able to contact Sofology. I note they have a new blanket update on their website at the time of writing but they should be messaging that info to their customers or, at the very least, updating their My Sofology accounts.”

Helpful Report

Posted 3 years ago

“If I could have awarded less than 1 star I would have. I have spent over 5 hours of my life that I can't get back waiting of a response. Insurance company placed order as it is replacement for damage furniture so I don't have access to track where order is upto. I had been promised that I would have got my replacement by end of August 2021. I haven't heard from company to arrange or explain delay. VERY POOR. Feel rate going it will be February 2022.”

Helpful Report

Posted 3 years ago

“I agree with all the other 1 star reviews, bad customer service, no sofa and approaching 5 months since I ordered. You spend your life chasing round after them and trying to do their job for them. Avoid, Avoid, Avoid!!”

Helpful Report

Posted 3 years ago

“We have unfortunately had a terrible experience so far with Sofology. We were quoted 8-10 weeks for the delivery of the sofa we ordered and we now expect to receive it after 18 weeks. That in itself has made the experience frustrating, but the fact that every time we try to call the customer service, we have to wait at least 1 hour on the phone before being able to speak with someone has made everything worse. On top of this, we are not able to cancel our order as this would incur a penalty of 30% of the price we paid for the sofa. Although the sofas are well priced, I would be willing to pay more somewhere else next time.”

Helpful Report

Posted 3 years ago

“So angry with this company, All the reviews here are 100% true. I wish I could give zero stars. Our delivery date has been changed yet again with the same "cargo issue" being used. You cant keep using covid as an excuse, if you have staff shortage then dont give an expected delivery date. We have moved into our new home and based our delivery date on the expected sofa delivery date given. Me, my wife, 3 year old a 5 week old have been on the floor since moved in. My wife is breastfeeding sat on the floor, I can't even explain how emotional I am that my family have nowhere to sit comfortably. I wish I never used sofology, I wish I never believed the rose tinted BS the Farnborough staff told us. Beyond poor, absolutely disgusted. Will NEVER recommend!!!!!”

Helpful Report

Posted 3 years ago

“We ordered a settee and love settee only one came l rang emailed you the love settee was never mentioned where it was this was 3 months later and phone to pick the settee up and they said the love settee was never made it is disgusted how we have been treated won't be having anything else from there”

Helpful Report

Posted 3 years ago

Sofology is rated 1.2 based on 1,647 reviews