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

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Everything has gone wrong . Repeated phone calls to find out where my sofa is as no one seems to know . Heads up . I will be starting the process of section 75 in the consumer rights act to get my deposit back .. and if they think i will be paying the 30% they are saying i have to pay for cancelling ... they can whistle dixie up my $#%*. Thank you for standing out from the rest ... standing out in a way that i will be avoiding this co.pany dfs and dwell like covid !!”

Helpful Report

Posted 3 years ago

“Disgusting customer service..by store manager and online.”

Helpful Report

Posted 3 years ago

“We made two visits to the SOFOLOGY store on Teesside Park in Stockton before deciding to order two leather sofas with fixed cushions, one stool and scatter cushions, totaling over £4,000.00. On both of our visits we questioned the salesperson about the sofas mainly about the fact of the quality of the leather and cushions and the fact that we did not want a sofa where the cushions would crease or puddle and look unsightly. We know this is possible because our previous leather sofa was almost perfect when we sold it after 7 years. We were assured by the salesperson that the sofa we had picked would meet our requirements, it was good quality leather. We viewed another sofa in the same store and were told that the leather quality was not so good and that would not meet our requirements, like the one we were choosing. On receiving the assurances, we ordered the sofas and although slightly later than predicted they were received without problem. We sat on the sofas on the evening of receipt and when we sat up at the end of the evening the cushions had creased and puddled badly, and a hollow was starting to develop already. The following day we contacted SOFOLOGY to report our dissatisfaction that if this was what the cushions were like after one sitting, what would they be like after several months. SOFOLOGY recorded our complaint and said that we needed to “dress” the sofas to prevent this happening. We told the SOFOLOGY representative that we knew how to dress the sofas. It’s now three months old and the cushions have deteriorated further. The leather is loose and creased and the hollow has deepened, and it is like sitting in a hole. SOFOLOGY arranged for a technician to visit and examine the sofas and he reported that there was no structural fault. We explained that it did not meet our requirements / specification and the assurances we received at the point of sale. The technician told, us that modern day sofas were made for the younger throw away market, bought on finance, which they replaced when fashions changed, or they could afford it. They were not for the discerning buyer and even said his wife would not be happy with a modern sofa. SOFOLOGY dismissed and closed our complaint and said our only recourse was through the Furniture Ombudsman. We contacted the Ombudsman and registered our complaint. They advised SOFOLOGY that they should send an independent technician for further review. SOFOLOGY sent a further in-house technician who repeated the examination and again advised us that there was no structural fault. The technician demonstrated how we needed to dress the sofa cushions to minimize the creasing and puddling. This involved using a clenched fist and beating the vertical front of the cushion like hitting a punchbag with the side of the fist for several minutes. The technician went on to say that the foam in the cushions was the medium of three quality grades and would always crease and puddle. The technician had to report that there was no structural fault but understood how we felt and how bad it looked. On reflection we should have been sold sofas with the highest quality foam in the cushions, but were never given any advice or options by the salesperson. We contacted the Ombudsman to report that another SOFOLOGY technician (not and independent technician), had visited and then SOFOLOGY arranged another independent technician. The independent technician repeated there was no structural fault. All the way through this saga we were told no structural fault, but our position was that at the point of sale we hade specified our quality requirements and received assurances from the salesperson that the chosen sofa would meet our requirements and that we feel we had been miss-sold the sofas. The Ombudsman decided that as the sofas were not structurally faulty, they rejected our complaint and we could not provide any evidence of the assurances we had received from the salesperson, which really means that you should record and discussions at the point of sale. We intend to further pursue this through trading standards and other means where possible, but we would strongly urge people to avoid SOFOLOGY. We wish we had read some of the other reviews before ordering.”

Helpful Report

Posted 3 years ago

“Awful company. Couches came with black legs on one and silver on the other. The two seater couch had a rip in it. After hours of trying to get through on the phone had to drive to the store. Replacement couch even worse, loud squeaking noise when reclining that is embarrassing when guests use it, told to rub powder on it and nothing they will do. Ordered 2 coffee tables, only one turned up. 12 months later the second one came faulty and still isn’t sorted. Terrible customer service, and terrible company would never buy anything again”

Helpful Report

Posted 3 years ago

“Delivery guys told me half hour away they wouldn’t get product through door, they said they have never been able to get this item in any door but a French door, I’ve had large three & two seater sofas through this door way but items took away, no contact about what going to happen now I’ve waited month for this product now no sofas no contact no information no answer on line by email and on hold over an hour no answer totally disgusting service worst I’ve ever had now left wondering if I’m now going to be just left out of pocket horrendous company”

Helpful Report

Posted 3 years ago

“Would give 0 stars if I could. Ordered a sofa that was in the warehouse and was quoted at two weeks for delivery. This was early October. A couple weeks later they called to arrange delivery and their first available date was November 27th. (6 weeks after purchasing). We rearranged schedules to be home that day then were called at 9am and told our delivery would not be going ahead with no reason given. Called to reschedule and had to wait on hold for 2+ hours. The customer service agent was not helpful at all and only told us that she can’t find the couch in the system and once they do that they’d call us to arrange delivery. That was 2 weeks ago and still nothing. Went into the store because it’s quicker than waiting on hold for 2 hours and the folks in the store were not helpful and referred us to the customer service team. Just began the process of requesting a refund. This company is a colossal waste of time. DONT SPEND YOUR MONEY HERE!!!”

Helpful Report

Posted 3 years ago

“Ordered in June, estimated delivery date pushed back many times. Call eventually received on Wednesday to arrange delivery for this Saturday. We waited in all day and no delivery! No call to say there was an issue and unable to reach by phone.”

Helpful Report

Posted 3 years ago

“Delivered a faulty sofa, chemical offgassing for months. No other sofa I have bought had that issue.”

Helpful Report

Posted 3 years ago

“Disgusting service. Complete scam of a company and should not be trusted or even allowed to be operating. Complete theft taking full payment of the sofa and then delaying delivery over and over again. Had a delivery slot cancelled only to receive a call saying they were outside but would not wait 10 minutes for me to get home. (I was only out because they said they had cancelled the delivery slot) was given a new date of today and waited in all day but no delivery. I wish I had read these reviews before as clearly this is a reoccurring issue with this scam of a company. DO NOT THINK YOUT EXPERIENCE WILL BE DIFFERENT. Once they receive your payment they do not care about their customers at all. I am now looking at taking legal action against this company to get my money back as they refuse to respond to any method of contact.”

Helpful Report

Posted 3 years ago

“Deserve 0 stars - they are taking money daily from people knowing full well they will never deliver them a sofa. Ordered in the summer, Oct 25th was told it was on the way 2nd delivery slot. Never arrived, can’t get them on the phone, took 10 days to reply on Twitter (website messages still not responded to) blamed the ports and have since had dates of 9th Nov, 10th Dec and now 19th Dec. Still can’t get hold of them to beg for a refund - spending Christmas on garden furniture as sold it October the day before delivery was due. My only advice don’t think your order will go differently - there’s a reason why if you call their line now you’ll be position 45 in the queue constantly - NOBODY is getting their sofas or help. Don’t waste your money fighting for my 3k back so I can finally order elsewhere.”

Sofology 1 star review on 11th December 2021

Helpful Report

Posted 3 years ago

“Do not order from this company. Ordered on June 14th, with a 12 week wait. We were emailed that our sofas would be delivered on time. It's now been six months, they have taken our payment in full, and continually delay our order. They ignore all attempts at us making contact. Spend your money elsewhere. This company is a scam.”

Helpful Report

Posted 3 years ago

“We have order sofa in the shop on 1st August. We have been advised that it won’t take longer than 6-8 weeks for the sofa to be delivered. We have received sofa on 11th December and one part is missing!!! In a mean time we have tried to call customer services, and staying on the line for 2 hours each time for a call to be picked up no answers were given! On the website under our order delivery date was change 3 times! Today we called to report missing part and after staying on the line for an hour lady picked up the phone and dropped the line!! No one called me back! Honestly worst experience ever! If you want smooth furniture delivery don’t go to sofology!”

Helpful Report

Posted 3 years ago

“Ordered my Mother's sofa & chair in May 2021, finally received a delivery date (via email) for 10th December. So I took a days' holiday, removed the old furniture from her house, I had to be with my mother as she is 80 years old and has dementia. I got a call from someone at 10.30 asking if I wanted to book my delivery for the 14th December, to which I said that I'd already had confirmation for the 10th. He apologised and said that I was correct and after checking his system, delivery was definitely the 10th and would be in the afternoon. I waited all day until 6.15pm, when I rang Customer Services, only to find out that apparently they have 2 different systems and that my delivery date was only noted on one of them! I was advised to call this morning at 9am...It is now 10.55am and I am currently still holding! I started off at caller number 50, am now number 36, although I seem to keep getting bumped higher up the queue periodically...not happy, especially as my mother has been left with nothing to sit on. Impossible to get hold of this company...AVOID!!!”

Helpful Report

Posted 3 years ago

“Not just bad customer service - totally non existent. Would rather give -0 stars. The sofa I got has a hole in the back of it...submitted service email - no response. Tried to call - got auto message saying I was 70 in queue!! Did online message (quickest way to get a response apparently!!).....never even read never mind replied to. Posted on facebook - told to pm. Did so and told I would get a reply from service asap. Heard not a jot. Further facebook messages generated the info that the mail box was no longer being manned...!!! Told to submit complaint, which I already have, as mentioned, with no response. Had previously been told NOT to submit multiple messages, yet now being told doing so is the way to go.... beggars belief. Would never ever use again or recommend to anyone.”

Helpful Report

Posted 3 years ago

“Please,please do not use this company I believe this company will only employ you if you are a good liar or they will train you .Never delt with a more incompetent company in my life was told furniture on van 15 mins away .. never arrived found out next day it was not on the vehicle they could not find items in warehouse best thing that could happen they go bust and not able to pay their lying staff ....”

Helpful Report

Posted 3 years ago

“God I wish I had looked at these before going in the store!! Same story - ordered in the summer and been waiting - confirmed to be delivered today, email to confirm. Stayed in all day and just been told it’s not coming and now have no sofa as thrown out yesterday- avoid!!”

Helpful Report

Posted 3 years ago

“Terrible . Ordered my sofa on 3rd of July and date keeps getting pushed back . Now looking at 28th January. I have received various confusing email saying it is on its way. SEVEN months ... no one can get information from the manufacturers and they don't phone you when they say they are going to . DO NOT FALL FOR THE LOVELY IN STORE EXPERIENCE ..IT ALL GOES DOWM HILL FROM THERE .”

Helpful Report

Posted 3 years ago

“Unfortunately not able to give zero stars. Premeditated scam - they contact you to say your items are ready for delivery but before they can give you a date you must pay the balance in full. So, you pay the balance in full but guess what - they deliver nothing. Out of pocket, no goods and no leverage to get anything sorted. One area they must be congratulated on is having the biggest warehouse in the world. It must be huge as they've been searching for my sofa in it for weeks and still can't find it.”

Helpful Report

Posted 3 years ago

“Ordered sofa and chair 6/9/21 was told delivery would be 26/11/21 then delayed to 29/11.21 finally rang to arrange delivery then said ah sorry it’s gone to wrong depot will have to get it moved one week later delivery arranged for tomorrow 10/12/21 but not before I paid them the balance of £499 which I did our old one was sold and taken away ready only for them to ring to say we’ve only got the chair my sofa is still in Glasgow and can’t deliver also no idea when they can I wish we’d never used the absolutely rubbish customer service is zero when you can speak to somebody which almost always never they have had over £1000 but still we have no sofa or chair PLEASE DO NOT USE THIS COMPANY EVER”

Helpful Report

Posted 3 years ago

“Sofology has not delivered a piece of my corna sofa. Its now 3 weeks, i have not heard a phone call from sofology customer service.”

Helpful Report

Posted 3 years ago

Sofology is rated 1.2 based on 1,646 reviews