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

“Terrible company to deal with. Our new leather sofa turned up with scratches on the back, scuffs all along the top and a cut on the front of one of the seat cushions. Online chat- doesn`t work when you mention complaint. Telephone numbers- prepare yourself for a long wait. I started at caller 21 then was 20 then 22 then 23??? Customers service staff- hard nosed and difficult to deal with. Seem unaware of the law in to relation to Consumer Rights. My advice- Contact the CEO Sally.e.Hopson to get things moving. Customer services will basically ignore you. We bought sofa online which actually proved to be a bonus as you have rights to reject faulty goods within 14 days of delivery!! CONSUMER CONTRACTS REGULATIONS 2014 -quote that to them. If the goods are faulty, they are also responsible for picking up goods at their expense. CONSUMER RIGHTS ACT 2015 is another useful tool when dealing with SOFOLOGY. I had to e-mail the CEO twice to get my money back. Keep at them and don`t get disheartened. You have spent a lot of your hard earned cash on a second rate product, demand what you paid for. Our sofa was badly built. I unzipped the bottom cover and had a peek inside. Wood used to build frame was in very poor condition, some still had bark on it. Screws were not tightened properly. A very shoddy piece of work, definitely not £1400 worth. Sofology- NOT GOOD ENOUGH BY A LONG SHOT. Good luck getting what you want from this company!!”

Helpful Report

Posted 3 years ago

“3 months wait for delivery and Chairs nowhere to be seen and the sofa arrived damaged. 3 hours waiting over two calls for someone to deal with my issues. No calls or updates in 3 weeks re the missing chair and a technician had to come out to check if he could repair my brand new sofa. This is my response below from the customer service team leader Make of it what you will”

Helpful Report

Posted 3 years ago

“I ordered two Fluted Ivy velvet sofas that were delivered on 4th November - badly marked. I foolishly agreed to allow Sofology to replace the damaged parts - seat covers and the complete back of one sofa. This is now the 27th May the parts have got lost and need to be reordered and will not match when they do arrive. This company say they want your experience to be memorable well it is but not in a good way. Still attempting to get this resolved as goods were damaged on delivery. My advice is to steer clear”

Helpful Report

Posted 3 years ago

“Do not use Sofology. Disgusting company. I’ve had months of hell and financial hardship because they didn’t deliver furniture to our rental property. Just go £200 phone bill for my hours on hold to add insult to injury. Cancel your order and get a refund now!!! I did 😡”

Helpful Report

Posted 3 years ago

“£110 phone bill to this cowboy company to arrange a delivery of a sofa totally outrageous”

Helpful Report

Posted 3 years ago

“Paid for a sofa and got a delivery window of 4 hrs, but it never arrived at that time and no updates about it, tried calling customer services and was on que for a long time at 40th place. Tried email and online chat no respone yet. They took our old sofa last Friday, now it's Tuesday and they can't even say when they can deliver or at least contact us about it.”

Helpful Report

Posted 3 years ago

“Ordered sofa online in January with an estimated delivery of late April. That moved to early May and allowed me to select 6th May as delivery date. 4th of may I get a text email and phone call saying delivery cancelled and delayed. Although I had to take a day off work I accepted delays in current climate and thought fair enough. I tried unsuccessfully a few times to get them on the phone but finally an email told me it would arrive on the 19th. When I used the My Sofology app it offered me earlier dates so I selected the 12th but after a few minutes again it would ask me to select a date. I tried this countless times then tried to call them again, stuck on hold for over 2 hours to get to 3rd in queue then cut off. Eventually I managed to get through to an advisor who confirmed it was booked for the 12th so again I booked a day off work. No confirmation email or text and My Sofology app still showing the 19th I’m concerned so on the morning of the 12th I call first thing to be told no it’s not booked and earliest delivery is the 19th. On the 18th I get a text and email saying it will be with me between 10.45-2.45 so fingers crossed. Again not my usual day off work so unpaid holiday is requested. By 4pm no delivery and they have closed the phone line due to the queue currently waiting. I call on the 20th and get an apology and an acceptance of my bad service and that I’ll be entitled to compensation and she’s booked me on for 22nd between 7-1 and will call me. I get no further text or email but My Sofology does state the 22nd for delivery. In-between this I get an email saying my finance payments have started. I don’t trust them anymore so I call on morning of 22nd to be told it’s out for delivery today. My parents are now in my house all day as I can’t take a day off work again, and no show. I’ve joined a Facebook group of angry Sofology customers who provide me a number of email addresses to send my issues too. I do this on Sunday 23rd as customer service agent cannot help with my issue. No response. I call again on 24th where customer service agent is told by the warehouse they are too busy to look for my sofa. I call again on 25th and same agent tells me the depot have not responded to her email request so they have a no system in place that management deal with and provide a resolution within 72 hours. I send a 2nd email to all the higher ups expressing my utter dismay and disgust and as of yet not a single reply...to be continued”

Helpful Report

Posted 3 years ago

“Awful! Missold a corner sofa, promisedit all came apart to fit through the front door, then it didnt when it eventually arrived 6months later! Promised it would be sorted and unvestigated even taken apart for us but no, another no show and then had to fight to cancel the order and they tried to charge us 30% of the total cost... When we were missold! Now waiting nearly 4 weeks for refund of our deposit, not hapoy at all. On hold for hours at a time to contact them! Useless! Avoid!!”

Helpful Report

Posted 3 years ago

“The service we received in store was fantastic. When the sofa was delivered, the team attempted all they could to get the sofa upstairs, they offered to leave the sofa in the hall way as they had other deliveries and could not 'wait around'. They left the sofa without asking me to check if first, when they had gone I noticed a large stain of what looked like blood. I tried to contact the helpline, which disconnects, I have sent two complaints to customer service which have gone 4 days without being responded too. I now have a £3k sofa with blood on it. THIS IS NOT ONLY DISGUSTING BUT INCREDIBLY UNSAFE.”

Helpful Report

Posted 3 years ago

“I ordered 2 sofas in mid-April. They were clearance items (ex display) - and so should not have been subject to excessive delay. On the first delivery date, the delivery did not appear. I phoned sofology (2 hours on hold to get through) and the person on the delivery team couldn’t understand what may have happened, but promised to contact the warehouse and phone me back before the end of the day. No return call. I phoned sofology again the next day (2.5 hours waiting to get through) and a person on the delivery team said that the sofas hadn’t been transferred from their Rugby warehouse to the Bristol one in time for my delivery. They arranged a delivery for a few days time - which he claimed to be sure would happen. The second delivery date came and went - no appearance of the delivery and no communication from Sofology. I phoned sofology again (2.5 hours holding on) and this time spoke to someone from their delivery team who arranged for a new delivery date 10 days later. He promised to check up to make sure all was in order for this delivery and call me back to confirm. No return call. On the third delivery date I was surprised to receive a call from the delivery driver saying that he’d be with me in 30 minutes. Then .... “but, you know we’ve only got the 2-seater sofa on the lorry don’t you?” Unbelievable. They arrived with the sofa poorly packaged to protect it from in-transit damage. After a bit of deliberation, I stupidly (in retrospect) agreed to accept the sofa - hoping that the other sofa will follow in a few days. No communication from sofology. I have joined the Sofology Angry Customers social media group - to learn that my experience is similar to that of hundreds of others. I would urge you, before buying anything from this appalling company to take a look online to see how customers are treated - and the extensive quality - as well as delivery - problems ... and think carefully about whether to take the risk of having your life blighted by this bunch of scoundrels.”

Helpful Report

Posted 3 years ago

“22-5-21 Disgusted with this company Yesterday i spend 4 hours, yes from 9am-1pm waiting to PAY for my sofa. I was number 50 in the queue. The reason why the calls are so high is because the MYSOFOLOGY account does NOT work. All I want to do is pay and arrange a delivery. I got through but could not make my payment because Sofology's payment system was not working. I tried several times to make a payment with adviser it would not go throug, i called my bank while the sofology adviser was on the phone and my bank said its not us its Sofology, they keep returning my payment (how absurd). I was advised to pay via BACS. I did this and today called back and waited from 8:30am-11:30am (3 hours) only to find out that the payment has not cleared so i can not schedule a delivery!! This is a one Man in a shed organisation. Please DO NOT part with your money, Sofology is SOOOOOOOOOOO BAD!! I have been promised a call back in the morning?????”

Helpful Report

Posted 3 years ago

“I would give a minus stars but it’s not an option. We have been sitting on foldin picnic chairs over a week now and for the second time you have failed to deliver. I stayed in all day for a 9-1 slot with absolutely no communication from you. I’ll be going for my money back tomorrow!!!!”

Helpful Report

Posted 3 years ago

“NEVER NEVER NEVER NEEEEVEEER USE THIS COMPANY! The worst customer service in living memory, Story too long to write, sofas should have been delivered between 8.15 and 12.15 today, it's now 6.30 no sofa, no call or text and if course there closed!!! Save yourself massive anxiety and keep your money to use in a reliable company! 😤😤😤🤬🤬”

Helpful Report

Posted 3 years ago

“Bought Lowa sideboard and whilst unit looks very good, it doesnt work, drawer opens 2 inches and spring hinge is broken. Have tried in vain to contact the company, even emailing CEO but nothing works. Issue with unit I can live with if customer service was not so poor.”

Helpful Report

Posted 3 years ago

“Ordered 2 sofas 20 weeks ago , have not heard a word since , no one answers the phone tried several numbers waited 3 hours , sent emails no response , i just want my deposit back , went back to the shop and they said they only deal with sales , and they tell you to ring customer services .After reading all these hundreds of terrible reviews i dont even want the sofas . CHEAP BADLY MADE FURNITURE FROM CHINA . Seems everyone is in dispute with this bunch of sharks .”

Helpful Report

Posted 3 years ago

“Appalling. Delivery cancelled after due time. Impossible to contact by phone and chat line unresponsive. The company appears to show signs of going into administration such is the lack of investment in service. From my experience the whole company could be operating a huge scam whereby they only have photos and try to deliver defective goods to customers who have paid up front. I have contacted Trading Standards about this possible scam and would urge others to do the same. Meantime, please consider if it is wise to risk your money with such a company.”

Helpful Report

Posted 3 years ago

“Disgusting service! I would not even give them one star if I could, people be aware. This is the most ridiculous company that you could ever buy a sofa from. the service before selling to you is great but wait until you have to stay on the line for well over 4 hours to book your delivery and for them to not attend. then you have to call back and wait another 4 hours as there is adorably one operator and you have 142+ people in front of you. Then they arrive and refuse to bring your sofa up through the staircase as they only use lifts and if the sofa doesn't fit in your lift good luck to get a refund as it is impossible. I will raise a complaint with the trading standard as this is just impossible and I would not believe this if it was not happening to myself. They will never deliver and you have to call your bank to block the transaction otherwise they would hold your money as long as they can. Disgraceful!”

Helpful Report

Posted 3 years ago

“Absolutely appalling! I had an estimated delivery date of May 16th and told via their customer account to choose a delivery slot from the above, none to be seen. Tried to call their delivery team, put on hold for 4hrs 45mins! No exaggeration honestly! When I got through, I was told couldn’t trace my order and to call back in two days. 3 emails, 2 web chat attempts and 15 phone calls left on hold and never getting through later. I am now no further on meanwhile Sofology have had full payment. Terrible do not buy from this company. I am now going to seek legal advice.”

Helpful Report

Posted 3 years ago

“The single star is for the service in the showroom, everything afterwards went downhill. We did at least get our sofas, slightly late but not the fault of the delivery drivers who were actually removal men hired ad hoc to do the delivery. Apparently they were kept waiting to be loaded at the Rugby depot for an hour past the start of my delivery slot, despite this being over 1 & half hours away from our location without figuring in the 2 other delivery's before me. No notification of delay, but the care kit was missed off the order (£39). Try contacting them several times by phone, always 1hr que. Tried message them multiple times, always bot response saying how busy they are. Very stressful experience and would not recommend.”

Helpful Report

Posted 3 years ago

“The customer service is absolutely appalling. I’ve been waiting since 30th April (now 17th may) for a call regarding where my missing table lamp is. I’ve still not had this call. I’ve been on hold for hours, hung up on and had various conversations open through the webchat function and nothing has been answered.”

Helpful Report

Posted 3 years ago

Sofology is rated 1.2 based on 1,647 reviews