Sofology Reviews

Name: Sofology
Rating: 1.21

1.2 Rating 1,658 Reviews

5 %

of reviewers recommend Sofology

1.2

Based on 1,658 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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287

Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Absoloute scam of a company - had 5 missed deliveries, wait times on phones over 2 hours. Never respond to any emails. Multiple people on instagram, facebook and other social media platforms describing similar things. Never order from here. Will be pursuing chargeback from credit card.”

Helpful Report

Posted 3 years ago

“Went into store today and got a refund.... ordered 2 sofas 6minths ago.... three failed delivery’s sat waiting no phone call or apology had enough! AVOID”

Helpful Report

Posted 3 years ago

“Worst customer service ever! Miss sold finance, now have a refund and will go elsewhere! Take a look at the fb page sofology angry customers! Says it all! Avoid, Avoid,Avoid!”

Helpful Report

Posted 3 years ago

“Absolutely horrific service. Waited 6 months for a delivery. Date pushed back 4 times. Offered a temporary sofa which never turned up. Offered compensation which I was never given. Slot for delivery booked and we waited in all day and it was never delivered. Then delayed for 10 days again. Still haven't received the sofa even though it has been paid for in full. Phone queue takes minimum of 1.5 hours to get through to someone, they promise to call back and they never do. Don't order from Sofology would be my only advice.”

Helpful Report

Posted 3 years ago

“Ordered a lamp July, didnt arrive by expected delivery date. After approx 10 calls I spoke to someone who said they could order another lamp but wouldnt receive it until well after Christmas, I said no I'd like a refund as I dont want to be waiting nearly 7 months for a lamp, said he'd sort refund never received it. I did approx 15 online call back forms due to receive call back within 2 hrs only 2 were o ly ever answered and they didnt deal with the refund either even though they said they would. Wrote approx 15 emails all of which were ignored. Sent a letter to head office complaining about the service and requesting me refund no response. Made at least 15 telephone calls got through twice they didnt deal with refund either even though it was promised, all other calls in a queue for over an hour and on 2 occasions in queue for over 2hr and got cut off when I was number 11 and 32 in the queue. In the end I had to do a charge back claim through my bank which I received the refund from the bank and they're now pursuing the money from sofology. Worst company I have ever dealt with. I'm just glad it was a £179 lamp not an expensive sofa. I was looking at purchasing a sofa after christmas but I wont be buying off this company again. Up to you if you take a chance with them but beware if you need to speak to them about anything to do with your order after you've paid over your hard earned cash you wont get an answer.”

Helpful Report

Posted 3 years ago

“Absolutely awful customer service! The show room and sales experience was great but then it goes down hill! Sofa expected date keeps getting pushed back. Then they tell you your sofa is coming and you get actual delivery dates only they either cancel last minute or just don't turn up leaving you with no sofa! After waiting in a telephone queue for 2hrs+ they promise loan sofas which again don't turn up! Lies after lies. Even people who try and getva refund have to fight for it. They are definitely a company I wish I had never known about. AVOJD AVOID AVOID”

Helpful Report

Posted 3 years ago

“Read Reviews Before You Buy - AWFUL CUSTOMER SERVICE very bad customer service, false promises , they took my deposit in July with delivery date in October , than missing chair . spoke with lady over the phone hardly understand her because of her back noise, ended up she cancelled my order without even having full conversation with me. they made you to cancel your orders so that they can take your 30percent away. looks like you are dealing with dead people. think twice before going to sofology.”

Helpful Report

Posted 3 years ago

“Please people do not use this company. Missed delivery dates, hours on end on hold to customer service, broken damaged sofas when they did arrive. Still waiting for them to be picked up and refund given, Dreadful all round . Give old sofas away the day before the first delivery date, now we face Christmas without anything to sit on apart from garden furniture.”

Helpful Report

Posted 3 years ago

“Multiple promised and missed deliveries, no communication. Hold for hours on the line to their Customer Service, the chat bot goes into the ether! Furniture finally arrived. One arm of the sofa grubby, no legs for one sofa, no cleaning kit which was paid for. Then to cap it all the £89 we paid to have old sofas removed had not been arranged & delivery guys are not insured to move the old furniture outside. You can’t shout at them as they are lovely, but what conditions to work under. At one stage compensation was mentioned. I want to know who is going to resolve all these issues. When are the old sofas being collected, currently outside my house? when are the missing items coming? You really are left feeling very helpless. It looks like we will need to go into the store again and will keep doing so until everything is sorted. If this business continues to operate in this way there won’t be a business left 2 years from now.”

Helpful Report

Posted 3 years ago

“Still no sofa after 6 months... finally received a delivery date only for the date to come and go with no sofa and no word from Sofology all whilst my living room window was taken out for the delivery. Spent 2 hours on hold and each time the phone was put down. Now advised the sofa won't be here for another 3 weeks after another hour and 50 mins on hold. AVOID Sofology and DFS who are all the same group. You will be left on your own and down £1700.”

Helpful Report

Posted 3 years ago

“We have been waiting for our sofa since June. We opted to have a loan sofa in the time being, after waiting on hold for 4 hours on the phone. They have cancelled our sofa's without notifying us, while we have taken days off work to wait for it. Then they sent us one sofa too large for the corridor, we notified them on the size (bearing in mind the sofa we actually ordered are the correct dimensions) and the following week sent ANOTHER sofa too large. We have received no updates on when our actual sofa will arrive, no responses from complaints and customer service do not seem to know why/when/what is happening with our sofa. 7 months, and I imagine we won't be receiving before Christmas. Unprofessional company, especially when spending so much money on a sofa, I would expect much better.”

Helpful Report

Posted 3 years ago

“Read Reviews Before You Buy - AWFUL CUSTOMER SERVICE Here is the thing, there are many reasons for 5 star reviews on this site, the main one is when going in store the staff are excellent, very helpful and offer excellent advice. When you leave they ask you to leave a review, if you dont you get many reminders on email. The reason for this is now clear, once you leave the store they have the worst customer service I have ever experienced. When my delivery date approached I was called telling me my sofa and chairs were all delayed by a couple of weeks. My delivery date finally came but I was missing a chair, this is when the nightmare started, if you can get onto the queue to a customer services agent, and that is a big if, there is at least an hour wait, the first two agents said they would look into it, never came back, the third time I waited over 2.5 hours for someone to answer the phone, by this point it is over a week since my delivery. I finally get a new delivery date which is another 2 weeks away. Again the morning comes, get as call this time telling me that they have now lost my chair and if I want it I have to re order with at least another 16 week wait. I just got my money back and gave up. I understand there are issues at the current time but this is just awful. Oh not to mention no response to emails either. I went into a store and complained to a manager, saying I would leave negative reviews, his response was it will make no difference, look at all the online complaints already, he is right, there are literally thousands including facebook groups. I did not do any research on this company before I made my purchase, what a mistake. Please consider seriously before you make your purchase, the products are great, the staff in store are excellent. IF THERE ARE ANY ISSUES YOU HAVE HAD IT, IT IS IMPOSSIBLE!”

Helpful Report

Posted 3 years ago

“Absolutely terrible service DO NOT SHOP HERE THEY ARE ABSOLUTE CROOKS”

Helpful Report

Posted 3 years ago

“Absolutely awful customer service after bought in store.! Promise of delivery, promise of callbacks non existent. Never again!”

Helpful Report

Posted 3 years ago

“Shocking company with terrible customer service. Ordered a sofa 7 months ago... Or so I thought. Turn out I just paid some money to them. They never orders my suite and trying to talk to someone to sort it is painful and nay on impossible. I have been in store, - all they claim to be able to do is fill out a form - ive tried phoning - constantly in a queue for 3 and 4 hours, online chat - they don't reply and email no reply.. It's no more than theft. Worst company I have ever dealt with!”

Helpful Report

Posted 3 years ago

“Customer Support is non-existant. To be honest the entire experience has been nothing short of shocking. To start the chaos I was unable to complete my finance application in store, as I had recently moved house that was understandable and I was asked to complete further checks witht he finance company which I did and the finance was approved and the store were informed to add it to my account. When my sofa was ready for delivery I was asked to pick a delivery date which I did, a Monday, via my sofolgy to be then asked to pay my £3k balance. It turned out the store had not added my finance to the order and I could not set a delivery date until tha balance had been paid or finance applied, something that took almost a week to sort out. The farce continued when the finance was added and my delivery date was confirmed for the Saturday (!) on my sofology but the store assured me it was set up for the Monday. My lounge is on the second floor but the store assured me that wasn't an issue as the backs came off the sofa and would easily fit up the stairs. On the day of delivery, which was the Monday eventually, a "man and van" turned up with my sofa. They were surprised to learn it was on the first floor and told me that as they were not from sofology they were unable to take the backs off the sofa. So struggling up the stairs they brought the 3 sections up, in doing so they ripped the wallpaper off the wall thus losing me my £800 damage deposit on my rented place - my sofa just went up in price by 33%!! On unwrapping the sofa the middle chair had a completely different shade to it which looks ridiculous. The delivery team said they would contact "driver support" and someone would be in touch. 2 weeks later and with zero responses to social media or the ticket I raised (which the phone invited me to do since I was number 77 in the queue) I went back to the Bolton store who "escalated" the ticket, after a week I contacted them again to be told that the ticket had not been looked at and "thank you for my patience" A week later and I was told someone would ring me that day - again this didn't happen. To add insult to injury we were convinced to add the SOFASHIELD PLATINUM FABRIC FURNITURE PROTECTION to our order to ensure that if we ever had any problems with our order it would be "immediately and swiftly" seen to - What a joke I would hate to see what "slow" looks like to these people. Further more we paid for Sofaglide on the footstool which also was not installed or provided. £300 on extras which aren't delivering It's quite clear that when you're buying you're the most important person in the world and especially if you are buying the extras.....but one you have an order number you are just that a number and no longer cared for. So here I am 4 weeks after delivery with a defective sofa and an extra cost of £800 for my security deposit which I'd never planned on with a £3,200 sofa to cost me £4k! Quite frankly if I someone told me I could send it back and never have anything to do with sofology ever again I would snap their hands off. I can't, but you can - I recommend you think twice before handing over your hard earned cash to a company with zero customer support.”

Sofology 1 star review on 20th November 2021

Helpful Report

Posted 3 years ago

“I wish I had listened to all the reviews before buying sofas!! The company is a fraud! You can’t get through to anyone on the phone, took over 4 hours to get through and when we finally spoke to someone they put the phone down. Meant to be guaranteed delivery before Christmas and now it’s been delayed, would never have ordered. Shocking company and customer service, I am now concerned the sofas will even turn up at all. The staff in the lakeside store are liars do not trust them!”

Helpful Report

Posted 3 years ago

“My Nine Hellish Months waiting So.. back in February 2021 we ordered a three and two seater sofa as well as a fabric repair kit. Now this part seemed rather smooth we even managed to get the sofas delivered only a few days after moving in. Now here comes the BUT... one of the sofas was the wrong colour and care kit was missing... After six long hours on-hold I managed to get through to a customer service rep who offered a £200.00 compensation but they also needed to order new sofas that wouldn't be available until October. Reluctant I agreed to these terms. Fast forward to the end of October still nothing... then after 2 weeks wait for a response on the Web chat and a further 6 hours wait on the phone I get told it will be with me next week and a further 150 compensation. Then suddenly during the call they hang up the line. No compensation ever arrived nor did any new sofas. Although some van men arrived at my house trying to take the two sofas already delivered without any new sofas so at the point we said they can come back once they've actually delivered the new sofas. So after all of this we've got to furniture ombudsman to resolve this matter. A truly disgusting company.. that have literally no aftercare and it became very obvious that bottom line to them is shifting overpriced sofas with little todo with quality of the service they offer. Avoid.... pay alittle but more and go to a independent retailer.”

Helpful Report

Posted 3 years ago

“Terrible company that sells absolute rubbish, we hate our sofa, I'm suffering with massive back pain it was the worst thing we ever bought, customer service is useless do not go near them”

Helpful Report

Posted 3 years ago

“Avoid at all costs. Placed a order with sofology all was good until the day of my delivery received a call saying my furniture has been lost.phoned customer services to be offered a credit note.no thank you.now me and my son have nothing to sit on thanks to sofology.customer service wait time is awful you can be waiting 1 hour + to get through to them until today still not record a apology from.they are nice to you until they receive your money then after that your on your own with no sofa.”

Helpful Report

Posted 3 years ago

Sofology is rated 1.2 based on 1,658 reviews