Purchased a sofa from Sofology in the beginning of October, was told it would be delivered in mid-November. By November then received a call saying it's been delayed to December. Finally received a call in December that my sofa has arrived and is ready for delivery. On the delivery date, 2 people showed up, I politely asked them if they can take off their shoes, they said no they are not allowed, which I understand for safety reason, so I asked if they can please wear the blue shoes covers, they said no they are "not allowed". I then asked them if they have something to cover my floor which has cream colour carpet, they said no they don't carry anything like that, and I should be the one who prepared the cover. I then offered them the clear film cover which movers used, they then suggested to me the best way is to wait for the next day when they have more drivers who will bring the covering for my floor. I asked multiple times "are yousure the sofa will be delivered the next day?", he promised me it definitely will be delivered the next day. Then they left.
I then called the customer service and the person on the phone has informed me that the delivery person should not have promised that as they have no access to the delivery system and it was impossible to have the sofa delivered the next day. And since the sofa will need to return to the warehouse and be scanned again in order to arrange for the delivery, the customer service has asked me to wait for a day in order for the system to be updated and someone will call me the next day.
The next day by noon there was still no update so I phoned the customer service again. Took me over 30min to get someone online, the customer service then checked the system and said it still not been updated in the system. And that he will phone and warehouse to check the status. He phoned me back and explained that the system is still not updated with my sofa being in the queue for delivery, so I'll need to wait. And promised to call me back as soon as system is updated. I said that's fine... unfortunately then by end of yesterday I still have no updated and no phone call.
According to the warehouse manager, he has spoken to the delivery guy and the delivery guy said he never said the sofa would be delivered the next day! Not only he lied but now he has turned around and called me a liar! There were people working in my house that day and everyone heard the whole conversation with the delivery guy.
Every time I spoke to the customer service team, they all were being very sympathetic and very helpful, however, they are unable to do anything except waiting for the depo to scan my sofa back into the system in order to make delivery arrangements. I have called everyday in the past 4 days and have sent 3 enquires/complaints on Sofology website already still has no reply.
It's been a horrible experience with Sofology - sofa was 6 weeks delayed than was "scheduled", which I had waited patiently, the delivery team was not able to show any respect to the customer's property and tried to bully me into letting them walking into my house with their muddy wet boots on my carpet, was not prepared to cover their shoes or put any cover on my carpet, lied to me about the sofa will be delivered the next day, then turned around and call me a liar.
Thanks to Sofoloy, now we have to spend Christmas all sitting on the floor. I would never again purchase anything from Sofology and will never recommend anyone to purchase from Sofoloy.