Excellent service until delivery day! Excellent service until delivery day! Really pleased when we were called to say our sofas (Persia) Were ready for delivery far earlier than we had been been told/anticipated. We were told delivery would take place between 11-3pm, we rearranged our diaries to be home for delivery. We had paid to have our existing sofas recycled but when our sofas arrived the driver explained it was a different company that collects recycled furniture, we didn’t have room to store 3 old sofas and accept 2 new 4 seaters, we called customer service, we were on hold for 30mins only to be told they had neglected to book the company to collect our old sofas, their suggestion was to reject delivery and rebook, the agent was very matter of fact, no apology for any inconvenience caused, just nothing! In the end we decided to store our 3 old sofas in our garage which has been converted into a gym, so now that is out of use until we can rehome/dispose of them! The two delivery guys were pleasant they told us we had no chance of getting through to customer service let alone getting a resolution today, they virtually encouraged us to reject the delivery, we informed them we would find a solution and we would not be rejecting delivery they suggested we leave 3 huge sofas outside the front of our house, we had to explain why it was not an acceptable solution, they were polite and nice guys but it was clear that they had no customer service training, they did not care whether they completed the job to customer satisfaction or not. When it was time to bring the new sofas into the house one of the guys, within seconds informed us the sofa wasn’t going to fit, my husband explained it was partially already in the door (it was tight but a few inches had crossed the threshold) after some discussion, one of the them remembered the arms were detachable, once the arms were detached it came through the street door with ease. It was obvious they had very little knowledge of what they were delivering, we got the impression they would have been happy for us to reject delivery or for them to report delivery failure. I can’t stress enough they were very polite they just didn’t care. The sofas we purchased were not cheap, it was a pleasant surprise to have delivery earlier than expected but the delivery service was stressful not the service expected from a well known brand, now we will have to find the time to call customer service to get our recycling fee refunded, I suspect it will involve another long wait on the telephone! Sofology you let yourselves down today!
1 year ago
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Sofology has a 1.2 average rating from 1,626 reviews

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