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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“Great experience from start to finish, shop staff very helpful, sofa came sooner then originally estimated, delivery team were very good & new Mazizini Corner sofa exceeds our expectations. Also used the Clearabee removal service for our old 3 piece & they were very good also. I had read a lot of bad reviews beforehand and so was a bit apprehensive of using Sofology but i am very happy that we did as are my brother & sister in law who also had a positive experience with them.”

Helpful Report

Posted 3 years ago

“Got my 4 hour delivery slot and even got a call from driver to say I was the next delivery. I then got a phone call from driver 10 mins later to say he didn't have my sofa. Tried to go to store to get zero help from the manager who just looked at me with a blank face and said they can't help they are just a showroom. I then spent all day trying to get through to customer services, 4 hours in total, to be told they couldn't do anything either and someone would ring me tomorrow. I highly doubt anyone will as someone was supposed to ring me yesterday to cancel my delivery. Instead they let me believe it was coming and take a days holiday!”

Helpful Report

Posted 3 years ago

“RIGHT EVERYONE, I THINK IT IS VERY PLAIN TO SEE THAT SOFOLOGY DON'T CARE ABOUT THEIR CUSTOMERS. I THEREFORE URGE YOU ALL TO CONTACT WATCHDOG OR SIMILAR. THESE CROOKS NEED TO BE HELD ACCOUNTABLE WHEN THEY ARE IN EFFECT STEALING OUR HARD EARNED MONEY. THERE ARE ALSO FACEBOOK GROUPS TO HELP YOU THROUGH THIS PROCESS”

Helpful Report

Posted 3 years ago

“Absolutely shocking customer service. No delivery of sofa as promised. Almost 3 hours on hold in a queue. No one can give me answers. The CEO SALLY HEPSON will not even give customers the courtesy of a reply. I will be going to store for a full refund and if I didn't get it any potential customers will be warned of this companys failings. #Sofology Sofology WebTeam”

Helpful Report

Posted 3 years ago

“The worst Customer Service I have ever experienced. I have had an ongoing dispute with Sofology since January, 2021. My wife is disabled, and I am now in my 70’s and disinclined to move heavy furniture around any more than I need to. When completing our order, the salesman mentioned that, at extra cost, we could have “Sofaglides” fitted. We were not shown examples, but were given to understand that “Sofaglides” represented a method by which “castors” retracted into the base of the furniture when someone sat down, but were spring-loaded to reappear and facilitate easy moving of the furniture. This was a new concept to my wife, my 20 year old son and myself, and all of us gained the same impression and understanding. Somewhat naively, as it turns out, we felt that this was entirely in keeping with the innovative technology we had seen throughout the store. Of course there are many versions of the truth, depending on one’s perspective, but it seems remarkable to me that three people (my wife, my son and myself) should all invent a technological improvement to Sofology’s furniture, of which we could have had no prior knowledge. After twelve weeks, without furniture, the sofa bed and chairs arrived. I was somewhat nonplussed to witness self-adhesive discs of nylon being stuck on the feet of the units. I raised the point with the delivery driver, but he assured me that these discs were, indeed, the “Sofaglides” for which we had been charged £75.00. Subsequent investigation revealed that these “Sofaglides” are readily available, online, for, at most, 50p each, and are clearly unfit for purpose. The first time the furniture is moved, they come off! Had we been shown, in the shop, what we were getting, we would have saved our money! We also paid £39.00 for a fabric care kit. Despite requests, we are still waiting for this. Sofology Customer Services arbitrarily closed our complaint as "resolved". It is anything but! I have written to customer services and to the Chief Executive, Ms Sally Hopson, without receiving the curtesy of a reply or even an acknowledgement. If you must deal with this company, record everything that their salesman tells you, and certainly do not be conned into paying their exorbitant price for”Sofaglides”.”

Helpful Report

Posted 3 years ago

“Trustpilot reviews Categories Blog My Reviews My Settings Help LOG OUT Mark T GB For companies Review of Sofology Mark T 3 reviews 1 star: Bad 26 minutes ago They ask for a review after ordering so… They ask for a review after ordering so most reviews are positive. Reality is after paying that's were customer service ends. Webchat claims 3 mins response time but reality they don't bother responding at all. If you call you are in a queue of 50 people and it will take 2 hours 20 mins to get your turn to speak. When you do finally get through and inquire about your order you are asked to hold while they check. After 25mins of holding again you get put to the back of the original queue so 2 hours 45min then you have to start the whole process again. Absolutely disgraceful. Sofa was expected to be delivered 5/6/21 but then changed to 7/6/21 but I suspect it has not even left China. All I wanted was an update I know the expected delivery is meaningless but why change it to 2 days later if its not even been built?”

Helpful Report

Posted 3 years ago

“Don't use Sofology...you'll regret it. We bought a sofa in April, and the delivery was initially planned for the beginning of May. One month later (June) and still nothing. Their customer service is the worst I have seen (all industries included). It's so difficult to contact them (you have to wait two hours over the phone) and at the end they'll tell you they will contact you but nothing. Just run away when you see Sofology.”

Helpful Report

Posted 3 years ago

“Ordered sofa in November 2019 - was expecting delivery 14th May. No delivery made - no communication - no response to emails or complaints and no money back. Avoid like the plague.”

Helpful Report

Posted 3 years ago

“My god what a truly awful company. I ordered 2 x grey zinola sofas when they came 1 was grey the other one was plum my order number was put on the wrong sofa. I have emailed ,complained, all to no avail still have not got my other sofa cant get through by phone they really are the lowest of the low.Please do not use this company”

Helpful Report

Posted 3 years ago

“Please do not order from this company ... it is absolutely horrendous service! I NEVER leave any feedback but feel it is my duty to do so regarding how bad the company are.... eventually I managed to source the email address of the ceo and customer service operations manager and after emailing them directly only then I received a response.... do the same!!!”

Helpful Report

Posted 3 years ago

“ABSOLOUTELY SHOCKING COMPANY AVOID AT ALL COST!!!! ORDERED A SOFA 10TH JANUARY, DELIVERY WAS MEANT TO BE IN APRIL AND NOTHING CAME. ONLINE THE DATE CHANGED TO 21ST MAY (I WAS NOT CONTACTED TO EXPLAIN WHY APRIL DELIVERY NEVER HAPPENED). IT IS NOW 3RD AND STILL NO SOFA OR CONTACT FROM SOFOLOGY!! I WILL BE REPORTING THEM TO TRADING STANDARDS AND TAKE THEM TO COURT TO GET MY MONEY BACK! SERIOUSLY HOW IS THIS COMPANY STILL TRADING???”

Helpful Report

Posted 3 years ago

“Do not buy from here! Waited over 20 weeks for our sofa. Got a delivery date of 21 May confirmed and sofology didn’t turn up. They provided no update, just didn’t show up. Spent 3 hours on the phone to customer service to be told they would look into it and get back to us. It’s now been nearly two weeks later, we have no update and no sofa. We have made complaints and received no response. Do not waste your time!!”

Helpful Report

Posted 3 years ago

“Everyone on here surely we can do something , this company can not continue to get away with this , supplying faulty damaged furniture , taking money and not delivering ! Not answering the phone chat emails , are they going bust ? Cos no decent company would treat their customers in this manner , 22 weeks waiting for my order , glad i only paid a deposit .I will contact my bank to do a charge back .Dint even want the sofas now , i think i probably got away light compared to some people .”

Helpful Report

Posted 3 years ago

“I cannot fathom the utterly poor service I have received from Sofology. Receiving an order wrong or slightly later than expected is forgivable, but this bunch of pirates have stuffed up everything that could possibly be stuffed up. Several of my friends have echoed a similar experience so I feel justified in writing this feedback. Placed a £6k order in November '20 for 3 chairs and finally received it March '21. Ok fair enough, I'll just have to believe the 'supply chain delay' excuse for this one. The sofas then arrive - one has a foot missing and another the wrong feet completely. After much slagging off of his own company, the delivery guy phoned back to customer service whilst still onsite to get the correct ones ordered and sent out asap. Waited a week or two and nothing arrived. Emailed in to chase and clearly the info hadn't been recorded so had to start from scratch and faff around sending photos etc of the issue. Then had to chase several times for the parcel. (By the way I gave up phone or live chat as the wait time was disgusting. More than once, my live chat was answered the next day. Not sure how 'live' that is!!). Oh, and the £40 care kit never arrived with the original delivery so that had to be chased. each time the reply was from a different customer service advisor giving me some pathetic response about being very busy and was clearly just a template response they had copied and pasted onto the email. I'm still waiting for the care kit now 3 months later. I never usually give feedback, but this must have wound me up so much that I have done! I would add that at each touch point, I've been met with the same 'don't care, we're very busy' attitude......it just stinks. I'm not even going to bother leave any case references or contact info because Sofology won't bother following me up to apologise, so I'll leave it there. I just hope Iain Hayes the Customer Service Head sees this feedback and takes it seriously if he cares about the horrendous service his company is giving.”

Helpful Report

Posted 3 years ago

“Bought the sofa Dec 20 with the platinum insurance. Dog damaged the sofa beginning of May contacted insurance company. They have no record of my purchase and therfore cannot start a claim, so I contacted sofology 7th May and they said it will be sorted asap and to this day have contacted at last twice a week and neither myself or the insurance company have received any documentation to enable repairs. I have asked for a manager no reply. Its a disgrace and will be getting a solicitor involved in the next 7 days. Its now 2nd June”

Helpful Report

Posted 3 years ago

“I've never known a business to need a support group for all who enter. Oh man. I have so much rage for this company. Ordered Fellini 3 + 2 seater and they said 2-3 weeks. It's been Well over a month now and had heard nothing. Managed to finally contact a person through online chat (replied 3 days later). They said the 3 seater is in the warehouse so they could send that. She booked it in for this afternoon. But received a text yesterday saying it was arriving AM. After reading all reviews I really did not expect it to turn up and SURPRISE it hasn't Really want to turn up in store and ask for a full refund. But apparently the T+C's say you have to pay 30% From what I have read all the sofas are turning up damaged or wrong colour and also the Fellini reviews say they crack and flake. Oh man. I feel like a mug. I do not have the energy to be the 47th caller in the queue. Had no sofas now for a while.”

Helpful Report

Posted 3 years ago

“Ordered sofa at end of April. They Called 6 days later to arrange delivery yet it was meant to be about 14 weeks. They confirmed it was for us. Delivery ordered for 10th May. Texts and emails received day before with time slots. But no show on the day. Spent 4 hrs on hold in a queue to be told it will still arrive. Asked them to call me back the next morning as I couldn’t spend another 4 hrs in a queue if it didn’t. Tracey didn’t call back so 4 more hours in a queue to speak to John who can’t do anything except say he understands why I’m angry. He rebooks for 23rd May. No text or email the day before. 2 further hours in a queue. Lisa this time assures someone would call us back once she checks with the warehouse. She didn’t so I went to the shop. Two managers there explained there was no chance it was correct and it must have been a mistake until they saw the texts and emails. Warehouse contacted and I’m told there was a sofa but it’s damaged and can’t be delivered but our order will still be in queue and delivery set to original time. Not impressed but the bigger there’s a problem....I have no sofa to sit on. They tell me they will request a loan sofa and have customer services ring us. That was on 23 rd May. Nothing until we missed a call yesterday 31st May and received an email offering refund if we didn’t want to reorder or opportunity to reorder....neither acceptable as I have no sofa to sit on and can’t do without until we can order something somewhere else and wait 16 odd weeks for delivery. Email tells me to ring them....queue time was over an hour so I gave up and replied by email complaining I was even more furious than before and requesting they call me again his morning. Nothing. I am totally disgusted.”

Helpful Report

Posted 3 years ago

“The customer service is nonexistent. My couch was to be delivered and didn't turn up. I call, email, use the chat feature and could not get a single person on the other end. After hours in queues I got through to a human on day 3, they could not help as the system is down and no manager is available. They will call back ... they never did. This has happened twice in the last 2 weeks and I still don't have my sofa but I have paid in full for it. I wouldn't wish this company on an enemy. It is absolute trash.”

Helpful Report

Posted 3 years ago

“Paid a deposit in April duped into paying the balance 2 weeks later. App doesn’t work and says delivery date 15th April it’s now 30th May and I have no sofa, they don’t answer email or contact me. They make the staff lie about where the sofa might be. I just want my money back they can keep the sofa.”

Helpful Report

Posted 3 years ago

“I HAVE MADE SEVERAL COMPLAINTS ABOUT SOFOLOGY AND NO ONE HAS THE DECENCY TO RESPOND TO ANY OF THEM. I HAVE PURCHASED A SOFA FROM YOU AND KEEP BEING TOLD TO LOG INTO THE ACCOUNT WHICH ONLY TELLS YOU TO CALL THE CUST SERVICE NUMBER. YOU HAVE TO WAIT WELL OVER AN HOUR ONLY FOR A RECORDING TO TELL YOU YOUR GOING UP IN THE QUEUE INSTEAD OF DOWN THE QUEUE. I WAS GIVEN A DELIVERY DATE OF 28TH MAY, SO MY OLD SOFA WAS COLLECTED ON THE 27TH MAY. TODAY IS 29TH MAY AND I HAVE NO SOFA TO SIT ON. MY 89YR OLD MOTHER HAS NO SOFA TO SIT ON. IMPOSSIBLE TO GET THROUGH ON THE PHONE AS I DO HAVE A JOB, SO I CANNOT KEEP WASTING TIME HOLDING TO BE TOLD IM CALLER 28 FOR 30MINS TO THEM BE TOLD IM CALLER 30. WHERE IS MY SOFA?!!! IM AM SO ANGRY WITH SOFOLOGY. I WANT A FULL REFUND OF ALL MONEY PAID YOUR CUSTOMER SERVICE IS DISGUSTING. FUNNY THING IS I CALL THE ORDER LINE AND THAT IS ANSWERED IN LESS THAN 10MINS BUT NOW YOU HAVE OUR MONEY IT IS IMPOSSIBLE TO GET THROUGH TO ANYONE!”

Helpful Report

Posted 3 years ago

Sofology is rated 1.2 based on 1,647 reviews