Please, NEVER EVER BUY A SOFA FROM THIS COMPANY!!! It has been a painful experience from start to finish. After nearly 11 months from our original order we have only just got to the point where we have a sofa that is something CLOSE to what we ordered. Apologies in advance, this is quite a saga but the following will give you an idea of what you could be letting yourself in for! We ordered a Cricket corner sofa on the 10th September 2022. The original delivery was made on the 6th November. It had the following problems: The corner section and the single seat section had the wrong colour cushions - different colour piping when it should be the same colour piping. 5 missing legs (for the corner section). The joining brackets were misaligned at all interfaces so we couldn't connect the individual pieces together properly. There were brackets on the end of the single section where the terminal piece sits - these shouldn't have been there as the terminal piece is moveable and does not have corresponding brackets itself. The corner section under the cushion was not as firm as the adjacent pieces (seems like it was missing something inside) which means that the cushion on this section sat around an inch lower than the others. Sofology sent the missing legs. They then decided that the other problems were too difficult to resolve and that it would be easier for them to send a whole new sofa. This seemed like a huge waste but they chose to do this rather than resolve the individual issues. The second sofa should have been delivered on 22nd January in the afternoon. We were told over the phone that the delivery would be in the afternoon as it included a collection of the first sofa. They also sent an email to confirm afternoon delivery. The delivery company (not Sofology) attempted to deliver in the morning when we were out. They called me, I said that we were out and that they should be delivering in the afternoon. The delivery driver said he would call the office and call me back but never did and the delivery was not made in the afternoon. Sofology then tried to charge us a £99 delivery fee for not being in! We had arguments with Sofology over several phone calls with some of the Sofology employees being rude and argumentative. They insisted that the sound recording from the phone call they made to us to arrange delivery was retrieved which we agreed to as we knew they'd stated an afternoon slot during that call. Sofology never provided the recording to us but instead we received a phone call to apologise to us, remove the £99 from our account and give us £200 and flowers as an apology! The replacement sofa was then delivered to us on 4th February. It had damage to the corner piece (damage to the material on the front edge - very visible) as it wasn't packaged correctly, it was missing the cardboard that the other pieces had. The delivery driver advised that we should not accept it. We almost did as we'd had enough at that point but decided to return the sofa. Many more phone calls took place. Sofology said that we should have accepted the damaged sofa and that they could send someone out to repair it. We said they should repair it before it is redelivered and check for any further damage (as the sofa was not unpackaged during delivery as the damage was visible without removing all the packaging). Sofology refused to do this and said we had to take receipt of the sofa. They delivered again on the 18th March (the fourth time we'd make ourselves available for delivery). The sofa was unpackaged and there was significant damage to most of the pieces (fabric worn right through). It had to be seen to be believed that a nationwide sofa company would attempt to deliver a sofa in this condition, particularly after all of the other problems! We sent it back. We then gave Sofology three options: 1) A new damage-free sofa. 2) A complete new set of matching cushions for the sofa that was originally delivered (and we would live with the other issues). 3) Our money back. Sofology refused to provide a full set of cushions but said they would only provide replacement cushion covers for the ones that were the wrong colour and a technician to fit them. We had to accept this even though we thought the colour match with the other cushions/sofa frame would be poor. We recieved replacement cushion covers on the 22nd May but they did not come with the buttons that are fitted to the top cushions! Further emails and calls to Sofology were made. Over two months later (29th July) we received replacement top cushions for the corner and single piece. So.... over 60 emails (sent and received) and numerous phone calls (at least 30+ with at least two calls lasting longer than 1hr 20mins!) and nearly 11 months later, we have a sofa that is KIND OF close to what we ordered. The cushion colours still do not match well, we've had to move and reaffix the brackets ourselves, we've taken the brackets off the single piece and put the screws back in to fills the holes and we've put additional cushions under the corner piece to raise the cushion up level with the rest. Not bad for £3,437!!! The customer service has been abysmal throughout. Each time Sofology called us, it was always someone different and usually from the wrong department that couldn't help, having not read our emails, with the phone calls usually ending by them saying we'd receive a phone call from another department which we never did. There was never any effort made to put things right as quickly as possible, it was as though our problems were typical and the Sofology employees are used to it. We've wasted a huge amount of our own time and still ended up with a far from perfect sofa. We still feel very angry about how Sofology have dealt with us throughout. So, please, please, NEVER BUY FROM THIS COMPANY!
9 months ago
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Sofology has a 1.2 average rating from 1,630 reviews

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