Sofology Reviews

Name: Sofology
Rating: 1.21

1.2 Rating 1,687 Reviews

5 %

of reviewers recommend Sofology

1.2

Based on 1,687 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 10th September 2025

290

Anonymous

Anonymous // 01/01/2019

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“I genuinely wish I had never bought a sofa from Sofology. What should have been a straightforward purchase has turned into well over a year of stress, frustration, wasted time and endless chasing. We bought a three-piece sofa set which was delivered in May 2025. The problems became apparent almost immediately. The seats began sagging, the cushions lost their firmness, the upholstery became misshapen and the sofa developed excessive and very loud creaking/structural noises. This was nothing like the sofa we sat on and tried in the showroom. I first raised the problems in person at the Inverness store in June 2025 and subsequently discussed them by telephone. Despite this, Sofology/V12 have subsequently referred to August as the date the faults were first reported. That is extremely frustrating when I know that I raised my concerns considerably earlier. We were also told before purchasing that Sofology technicians regularly travelled to the Scottish islands. After purchasing, we were told that technicians do not travel to the Isle of Lewis. Instead, Sofology suggested an independent local upholsterer. This was particularly disappointing because this person had no connection with Sofology or the manufacturer and, as far as we were concerned, there was no reason they should be expected to determine whether a sofa had a manufacturing or structural defect. Throughout this entire process we have repeatedly had to explain the same story to different members of staff. Cases have been closed, reopened and passed between departments, with very little sense that anyone actually took ownership of the problem. I formally asked Sofology in October 2025 that all communication be conducted by email. I then submitted a formal written complaint in November, giving 14 days for a response. I received no meaningful response. Meanwhile, we are left with a very expensive sofa that we are extremely unhappy with. My husband experiences significant back discomfort when sitting on it, and the sofa is simply not comfortable or comparable to what we believed we were purchasing. There is also the ridiculous situation surrounding delivery. We were originally given incorrect information about the sofa being able to come apart sufficiently for delivery. As a result, a window had to be removed to get the sofa into our home. Sofology eventually paid £150 towards the consequences of that mistake. Unfortunately, if the sofa is eventually uplifted, the window will have to be removed again, which creates another considerable logistical problem. The matter has now gone as far as V12 Retail Finance. Their final response has effectively been: prove the sofa is defective by obtaining an independent report from a VAT-registered technician. So after buying a sofa from a major national retailer, raising problems with it, repeatedly trying to get the retailer to deal with those problems, going through their complaints process and the Furniture & Home Improvement Ombudsman process, I am now expected to arrange and potentially pay for expert evidence myself simply to establish what should have been dealt with by the retailer in the first place. This has consumed an enormous amount of time and energy. The most disappointing part isn't even that the sofa developed faults. Things can go wrong with products. It is how Sofology has dealt with it. There has been very little ownership, too much passing the problem from one person to another, contradictory information, unanswered correspondence and an apparent determination to make the customer keep jumping through hoops. We bought from Sofology because we believed we were buying from an established retailer that would stand behind its products. Our experience has been the complete opposite. If you're considering buying from Sofology, I would strongly suggest you think very carefully about what happens if something goes wrong after the sale. For us, this hasn't been customer service. It has been an exhausting battle to get someone to take responsibility for a very expensive sofa that we have never been happy with. Sofology: you didn't just sell us a sofa. You sold us the expectation that you would stand behind it. That is the part that has been most disappointing.”

Helpful Report

Posted 3 weeks ago

“Wrong sofa, endless call centre promises, no resolution Sofology delivered the wrong colour sofa. What should have been a very simple problem to correct has turned into an extraordinary customer service shambles. I have now spoken to them numerous times. Almost every conversation follows the same pattern: I am told that the person I am speaking to cannot deal with the problem, that it belongs to a different team, and that somebody will call me back. They don't. From my conversations, it appears that many of the people answering the phones are effectively operating from a call centre script. They have told me that they can book deliveries, take messages and send emails, but apparently cannot actually resolve the problem. So I repeatedly explain everything, another message is supposedly sent, and nothing happens. The only substantive callback I have received came after I posted a negative Trustpilot review. During that call, the operative appeared to try to persuade me that the colours were "similar". They are not. One is essentially white; the other is a light brown colour described as "stone" on their website. I know which one I ordered. I still cannot get a straight answer as to when the correct sofa will be delivered. What is particularly disappointing is that Sofology appeared able to react to a negative online review, yet repeated direct attempts by a customer simply trying to get the sofa he actually ordered have produced virtually nothing. At this stage, it feels as though more attention is being paid to managing online reviews than actually resolving the underlying customer-service problem. For a company selling relatively expensive furniture and charging £129 for delivery, I expected considerably better. I will update this review if and when Sofology actually resolves the problem.”

Helpful Report

Posted 1 month ago

“Extremely disappointing experience with Sofology from start to finish. We waited 9 weeks for our sofa to arrive, only to have it delivered with the wrong legs, making the sofa completely unusable. We were then told we would have to wait for the correct legs to be delivered, and after that, wait again for a technician to come out and fit them. At this point, we decided to cancel the order and arranged for the sofa to be returned. Unfortunately, the problems didn’t end there. We’re now still waiting for our refund, and despite it being over a week since the return, we’ve been told that the refund hasn’t even been logged on their system. The customer service has been poor, there’s been very little urgency or accountability and we’ve had to repeatedly chase for updates on an issue that was caused entirely by Sofology. Based on our experience, I would not recommend Sofology at all.”

Helpful Report

Posted 1 month ago

“Very disappointing experience with Sofology Croydon — buyers beware I purchased a sofa, footstool and care kit from Sofology in Croydon. At the point of sale, I was not clearly told that the order would be treated as non-cancellable. Had this been explained to me clearly before I committed to the purchase, it would obviously have affected my decision. Instead, in my experience, the salesman briefly flashed the terms in front of me, moved through them quickly and obtained my signature without drawing my attention to the extremely important point that Sofology would later rely upon — that I supposedly had no right to cancel the order. When I subsequently contacted Sofology to cancel, I was simply told that the order was “uncancellable” and that I would have to take the furniture. I find this sales approach completely unacceptable. A restriction as significant as “once you sign, you cannot cancel” should be stated clearly and prominently before a customer signs, not buried in paperwork or rushed through during the sales process. I am not disputing that I signed an order. My complaint is about how the implications of what I was signing were communicated to me. At no stage do I recall the salesman clearly saying: “Before you sign, you need to understand that you will not be able to cancel this order.” If that had been said plainly, there could have been no misunderstanding. I would urge anyone considering buying from Sofology Croydon to take their time, read every single term before signing and specifically ask, in writing, whether the order can be cancelled and what cancellation rights you have. I have been left feeling that securing the sale and signature was given greater priority than making sure I properly understood the cancellation conditions. I am asking Sofology to reconsider its position, cancel the sofa, footstool and care kit, and deal with my complaint fairly. Until this is resolved, I cannot recommend Sofology based on my experience.”

Helpful Report

Posted 1 month ago

“Any advice for people buying, avoid at all costs! I have spent nearly a year and 2 faulty sofas later still no better off! First sofa had a smashed drinks cooler on delivery and the delivery guys scratched the whole top of the sofa bringing it in! Another 12 week wait for a replacement, replacement has the heat pad stuck on continuously they sent out the parts to fix but are refusing to fit them WEIRD 🤷🏻‍♂️ The leather on the same chair is very thin and crinkles like paper when reclined unlike the other 2 chairs! Sofology’s Answer You ask? Because Emmira Group didn’t fill in the report properly we will not fix your sofa instead we will refund it and collect it in 7 days leaving a disabled person with no sofa! AND to top it off the refund is not enough to go out and buy the same sofa from the same shop because the price has gone up a lot in the time Sofology have taken to get this sorted! None of this is any fault of mine they arrived faulty both times with completely different faults! Want some advice avoid this company they say they pride themselves in excellent customer care I haven’t received this at all it’s been horrendous on a £6k sofa AVOID Sofology”

Helpful Report

Posted 2 months ago

“Sofology are the worst company I have ever had the misfortune to do business with. Store staff are pleasant enough but their customer care is way beyond a joke. I would encourage anyone contemplating purchasing a sofa from this company to consider other options.”

Helpful Report

Posted 2 months ago

“Very disappointing experience with Sofology. We purchased a sofa costing around £3,000 and waited over six weeks for delivery. On the delivery day, after arranging our schedule around receiving it and travelling to our new home during a house move, we were informed by the driver that the sofa had several stains. What is most concerning is that we were told the issue was already known before the sofa left the warehouse, yet it was still sent out in the hope that we would accept it and have it cleaned afterwards. For a brand-new sofa at this price, this is completely unacceptable. After spending significant time contacting customer services, the store and the complaints team to find a solution, we eventually lost confidence and cancelled the order. Although Sofology processed the refund, they refused any compensation for the wasted time, disruption, stress and inconvenience caused, stating that we had chosen to reject the order. This ignores the fact that we were rejecting a damaged product, not simply changing our minds. Mistakes can happen, but the way this situation was handled was extremely disappointing. We expected much better from a company selling premium furniture.”

Helpful Report

Posted 2 months ago

“Sofology sent me a text with a confirmed delivery day. I emptied my room and waited home. Having heard nothing I spoke to an agent on live chat. They told me they didn't have the sofas. Having already waited 8 weeks, this is shocking service from Sofology. Don't waste your time with this company unless you enjoy false promises, waiting and an overall shockingly bad customer service experience.”

Helpful Report

Posted 2 months ago

“I ordered a 2 seater sofa bed from Sofology in April, It was derlivered on 29th May, without any feet. When my overnight guests tried to open it up the bed mechanism was jammed with what looks like half a roll of industrial polythene containing a pillow. My daughter and my disabled granddaughter had to sleep on the floor that night, I've been told that the feet or legs for the sofa will be arriving by Royal Mail from Wigan and that I will have to make an appointment for a technician to come and fit them. No mention yet of the faults in the bed mechanism. This is an expensive sofa bed Over £1700 in price--to say I am annoyed is an understatement--I am Goddamned furious. What makes it even worse is that when I phone customer services I can't get any sense from the people at the other end of the phone, who appear to be reading from a script as they polish their fingernails. I've tried emailing as well as phoning, promises are made of call backs which never appear. I'm considering standing outside their shop with a placard telling people to stay away. To buy stheir sofas omewhere else. I want my money back which I'm entitlrf to through the Customer Service Act 2015”

Helpful Report

Posted 4 months ago

“I bought a Sofa from sofology the Allure corner sofa. The sofa did not even survive 5 months of use. The leather started to peel in different areas. Reason was given we were using the sofa. A sofa is not for show is it is for use, my hands will go on there so will body oils. It doesn't mean the sofa should start to detoriate so early. I understand a year or 2 after sofas looses their look but it shouldn't peel to the point where the white cushion is showing. Im definitely sure this is not pure leather its mixed with plastics. I bought the sofa for nearly £4000 pounds. Please save yourself and do not buy from sofology. The worst quality sofa I have ever seen and used..”

Helpful Report

Posted 4 months ago

“I received our brand new sofa in January to discover deep crease marks on the two recliners and first technician said it was transit marks and would disappears after use. 2 months on and deep marks still there, second technician said it’s a normal for this design of the sofa and if I had an issue to pay for a professional independent report. Where does it say this in their literature. Absolutely shocked on their level of support having spent so much money. Pls do not buy from Solofolgy.”

Helpful Report

Posted 5 months ago

“Incompetence and data management. Lied to by customer service on numerous occasions. Settee finally arrived is poor quality and not fit for purpose. Avoid this company”

Helpful Report

Posted 7 months ago

“We ordered a brand-new sofa from Sofology for Christmas and patiently waited eight weeks. What arrived was a beige sofa in a state you’d expect from a clearance sale, complete with visible stains on the cushions. Naturally, this was not quite what we had in mind for Christmas. Customer service then helpfully suggested sending a cleaner after the holidays — a truly inspired solution for anyone planning to host guests. Quality control appears to be a theoretical concept, and festive deadlines clearly optional. Thank you, Sofology, for making our Christmas memorable — just not for the right reasons. One star. Avoid.”

Helpful Report

Posted 10 months ago

“PEOPLE DONT DO IT . USELESS 1 YEAR IN STILL TRYING TO SORT OUT WITH THEM THAT THEY DELIVERD AN IN STORE DEMO YES A USED BROKEN LEG SAGGY CUSIONS & WORN MATERIAL SOFA & YOU HEARD RIGHT IM 1 YEAR IN”

Helpful Report

Posted 10 months ago

“We ordered a sofa on 28th October. Initially, it was delivered on 5th December, but after coming to our home, the delivery team said that the drawing room door was too small and the sofa would not fit, so they took it back with them.Later that same day, we went to the shop, where we were told that delivery was not possible. They only gave us a customer service number, which was very disappointing. We had a family function on the 7th, but even then we did not argue or complain.Again, on the 15th, they informed us that they would send the sofa again. The staff is extremely unprofessional. On top of that, the delivery team said that their vehicle does not even come to our road, which is unacceptable.Overall, this has been a very bad experience. Due to the poor service, lack of coordination, and unprofessional behavior, we will not recommend this shop to anyone.”

Helpful Report

Posted 10 months ago

“£6,000+ spent on sofas, delivery booked for 13 December, and Sofology sent the delivery to our old address instead of the one we confirmed. We were told this is a known Sofology system issue for returning customers. Delivery cancelled on the day and rebooking may not be until next week or later. We had already got rid of our old sofa ready for delivery, so we now have no seating at all and may be without a sofa over Christmas — entirely due to Sofology’s error. Customer service acknowledged the mistake but said there was nothing more they could do. Very poor experience for a “premium” retailer.”

Helpful Report

Posted 10 months ago

“My parents paid in full for their sofa's in August was promised delivery in October which never happened!! Then the 4th of November then the 16th then the 28th still nothing!!! This is absolutely disgusting the way customers are treated !!!!”

Helpful Report

Posted 10 months ago

“I would give no stars if I could . Brand new sofa turned up with an ink stain in the middle of armchair cushion and scratches and scuff marks on material on several other pieces . Then had to wait 12 weeks for new pieces to be made and ended up with some missing and some I didn’t need!!! Sent the technician to get scratch marks out of the material on footstall for him to totally ruin the material by using a steamer and leaving it covered in watermarks, so yet another 12 weeks to wait for a replacement cover which has been fitted to a very poor standard and yet again he used a steamer to get the creases out ( which I told him not too ) but he insisted it would be fine and yep yet again left with water marks !! Customer service guy said marks aren’t that bad in photo so sending technician again to sort it and tidy up the unsightly mess he’s made around the hinges . Ordered sofa in January, delivered April and still not sorted to a decent standard , if it’s not sorted to a satisfactory standard this time then will be contacting furniture ombudsman. Will never ever buy from Sofology again.”

Helpful Report

Posted 11 months ago

“Terrible. Lied about delivery time. Customer service was a joke. Very disappointing”

Helpful Report

Posted 11 months ago

“Delivery nearly 3 months late. Damaged goods on arrival with the promise of a call within 48 hours to fix followed by gauntlet of trying to get through to their customer team waiting on endless queues”

Helpful Report

Posted 11 months ago

Sofology is rated 1.2 based on 1,687 reviews