Sofology Reviews

Name: Sofology
Rating: 1.22

1.2 Rating 1,655 Reviews

5 %

of reviewers recommend Sofology

1.2

Based on 1,655 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

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Honestly the most shocking customer service I have ever received. Please do not waste your money on this company! Poor quality sofa-arrived damaged, took forever to send out not damaged parts. Then Joanne Carter responded to a complaint e-mail stating I would hear back in 24 hours. Over a month later I heard nothing so I had to ring them and spend 30 minutes on hold. Finally, I get an incredibly unsympathetic and sassy employee called Rea who basically just refunded my delivery fee as a "good will gesture" (that's if they actually do get back to me). The fee is actually what I was entitled to as I paid for a service that I didn't receive. Never mind all the time and energy I spent chasing them and running around of them to make sure they did their job properly and actually delivered a satisfactory product! There was no empathy or genuine apology for the awful customer service. I will never shop there again, and make sure that no one I know shops there.”

Helpful Report

Posted 6 years ago

“Everyone, Please avoid this company! I paid £2600 for a sofa which is complete and utter garbage. All cushions are flat even when you’ve flattened them up, stitching coming away all over the sofa - in which I’m being held responsible for because I have a small dog - who doesn’t go on the sofa! I wouldn’t recommend this company to anyone, please look into their feedback first. Go DFS or any other place first!! Thanks”

Helpful Report

Posted 6 years ago

“Rhea rude and arrogant treats you with contemp. Dont address your complaint only send e-mails pretending they have addressed your concerns wont let me speak to a manager. Had to give a 1 star to be able to do a review. Not worth 1 star. Avoid at all costs”

Helpful Report

Posted 6 years ago

“Bad quality. Even worse after care service. They try and sell you extra guarantees and extra cleaning equipment but then cannot help when this doesn’t work.”

Helpful Report

Posted 6 years ago

“The worst company I have ever dealt with, bought a lamp and tried to return it as it did not suit my purpose. I had to wait 45 minutes on the phone to speak to someone only to be told although it's been on 10 days i will have to pay a 30% fee. Absolutely disgusted, I will never step foot in that store and worn others too.”

Helpful Report

Posted 6 years ago

“The worst company I have ever dealt with. Customer service is absolutely shocking. Very rude and incompetent. Talk to you as if you an idiot and when you to try to explain your frustration they threaten to end the call and not put you through to the correct department. Had two sofas delivered and both were wrong. After 9months, still haven't received correct sofa. Only person in customer service I found decent was a man named Don. Details they held about me were incorrect so they could never get me passed security questions. I paid cash and in the security answers on their side they had something different. The woman on the phone kept repeating herself telling me to "get your invoice, it will have your payment method on there".... Yes its cash, I know how I paid.... "well we have something different" EXTREMELY FRUSTRATING. Wish I had read the many poor reviews before buying from them.”

Helpful Report

Posted 6 years ago

“Glad we’ve read the reviews before we purchased a new sofa. Will be looking elsewhere”

Helpful Report

Posted 6 years ago

“We brought our Sofa end October 2019, the stitching is coming loose, and it is so uncomfortable you can barely sit on it, if you do your back hurts! We have contacted customer services and we have waited and waited for over 5 hours to talk to people... We told them we aren't happy but because we've had it three months there is nothing they can do but send a technician out to sort the stitching, I don't want their nasty tacky uncomfortable sofa, their sofa's are not comfortable and not worth the money, I wish we went to Aldiss for a proper sofa. Disgraceful Sofology, absolute rip off merchants. Don't buy from them.”

Helpful Report

Posted 6 years ago

“After several repairs that all failed and months and months of waiting for replys I finally had to pay privately to fix the chair legs and sofa cushions which cost a few hundred pounds to repair. I would rather try to build my own furniture than buy another sofa from this company, AVOID .”

Helpful Report

Posted 6 years ago

“Avoid the buy now pay in 12 month deal you don't get a reminder about the last payment and the charge you a full years interest for the missed payment costing £1500”

Helpful Report

Posted 6 years ago

“WARNING - DO NOT ORDER FROM SOFOLOGY Having seen this company on watchdog recently, I thought they may turn a corner to rectify their issues but we had a 3rd attempted delivery today, but the wrong sofa has again been delivered. We ordered and paid for this sofa in July! They will never call you back They have provided no form of compensation despite hours of calls and time out of work to make calls and wait for delivery. You can't speak to a Manager because I am told there aren't any. They reassured us this time that the order had been triple checked! Please read the reviews on this company.”

Helpful Report

Posted 6 years ago

“Got sofa and yes not as it looked in show room and no customers service once it arrives ur on ur own as no one intersted once they have taken ur money best advice is avoid this shop sofa lol really nice but to many issues wen they arrive”

Helpful Report

Posted 6 years ago

“Poor quality product, mis sold. Do not believe that when a Technician comes it will be of any help they advise you its an independant company😳 do not be fooled they are all under the umbarella group of s**t Sofology. Customer service team no better I requested a new sofa due to the one we bought being unbeliavably uncomfortable after 2 months due to poor foam quality which is now flat plus after each sit we have to as they advise dress the cushions and seats. The adviser Shay Jones with a bad attitude advised “well no we cant do that cos youll not be happy with any sofa” no love just want something good for the money we paid! Its a Mammoth task after each sit down faffing around trying to make it look decent easier to sit in the floor!!! Disgusting standards of customer service please BUY ANYWHERE OTHER THAN SOFOLOGY!”

Helpful Report

Posted 6 years ago

“Awful service. So disappointed Amazing pre sales assistance. But really disappointed with my experience since sofa has arrived. It was damaged on arrival. So I contacted sofology via email as they've made the dubious decision to only have an after sales team on email! To date since October I have had 3 technician visits trying to repair the issue. Wrong fabric was delivered the first time, then the technician made a worse job of the repair only to leave staples on show and bunching issue on arm of sofa. This was not a cheap spend. Just over 2 grand on a sofa and footstool. I have had to take 3 days off work now and every single time I'm the one chasing and trying to get a response from sofology. Not once have they proactively contacted me to rectify the issues. As of today another technician has visited and confirmed the whole back part of sofa and arm material needs replacing! Sofology offered 50 pound as compensation for all these issues and months passed and still a sofa with more faults than when I started. Absolutely awful and wish I'd never chosen them for my new Sofa. If I could give zero for review I would.”

Helpful Report

Posted 6 years ago

“They just really aren't as good as they'd make out, especially for the price. My friend has 2 Sofology sofas and they are good quality, so I thought I'd use them for my own purchase. My first gripe is that a company that claims to have as many options as they do, doesn't. Multiple ranges are actually the same but different versions. For example Range A will be the standard sofa, but Range B will be the corner sofa. They present this as 2 ranges, but really it's exactly the same thing. What's more their colour customisation is limited to certain materials so you'll again think there are 100s of options but there are really only a handful. Their range is no bigger than that of Ikea, but comes at a massive price premium My second gripe is when it came to booking my delivery date there were only 2 options available to me. Having waited 7 weeks for the sofa I'd expect any day of the week to be open to me. What's more if I wanted it on Saturday there would be an extra charge, despite the fact delivery was already booked into the sale. An even further example is if you live down a narrower road there is another extra charge for them to use a small van. Again, for a company that claims customisation and doing right for the customer there is very little evidence of it My third gripe. I made my order over the phone, and the gentleman I spoke to was very helpful. However after we completed the order he asked me, directly, to give him positive feedback. Had he just asked for feedback he probably would have got a 9/10, but the fact he urged for it to be positive he got a 3. The urgency is because if their rating is below a 9 it gets recorded negatively. This is a policy I've experienced in lots of places so Sofology are not unique, but are none the less proponents of it. They'd rather spend time telling me how great my choice is to get their 9 rather than actually help with the sale I have not received my sofa yet, but based on my friend's example I expect it will be fine. Just as a company they have massively over sold themselves to be some unique and aspirational option. They 100% are not, they are just another sofa store with no added benefit at all”

Helpful Report

Posted 6 years ago

“Had to give one star to write the review would have given sofolgy a minus five worst company I have ever dealt with I will cut my story short even though it has been 12 months off hell ordered sofa and chair last January didn’t receive it till end off June 12 weeks later faded footplate and a big crease in sit off chair 100 emails don’t no how many phone calls to have to except a repair 12 week wait for new footplate technician arrived on 20th off December four hours later he left footplate a different colour chair seat faded where it was creased job done 29th off December chair seat has bad as ever emailed sofolgy surprise surprise no reply than can I send photos yes i will final this week I phoned them trouble finding photos oh sorry there here I will phone you back can’t believe it sofolgy want me to have another repair because technician only glued the chair and should have replaced it with a new seat so they want to ordered a new seat which could take 12 weeks and will probably be the wrong colour I have had one repair and it didn’t work so way would they think I would be happy to wait yet another 12 weeks it’s not my fault they technician did not fix it I am fuming I have asked them for a final decision to what they are going to do if a refund is not offered I will be taking it to a small claims court”

Helpful Report

Posted 6 years ago

“frame was creaking very badly. Customer service is a bit if a joke sent a video via a link they sent on a text as requested then emails sent asking for a video of the problem.?? Then sent another saying the problem had been resolved. Sofology are happy to take your money but when there's a problem they haven't got a clue about aftersales care. Further update as at 19th Jan got a further email to say nothing can be done it's just normal and they are closing the ticket without my approval. Further email then sent by me to state otherwise and wanted to raise a complaint and for solofogly to take the sofa back as it was not fit for purpose. Not long after spoke to Jade in whatever department deals with faults. Had a difference response to the email said if creaking is louder than the TV then it's probably a problem.....very scientific !!!! Told her I wanted to return the goods as I felt they are not fit for purpose but she refused and said a technician would need to come out..probably to see how loud my Tv is. What a joke this company is. Do yourself a favour and go elsewhere as once they sell you a sofa they aren't interested after and you will have to jump through multiple hoops and I even bought the insurance like a mug!”

Helpful Report

Posted 6 years ago

“Having 3 cats and a 14yr old leather sofa that I still love apart from it wearing and the cats scratching the arms, we visit all the usual sofa shops, we can't decide what will be best due to the cats and the manager comes over to us and I point to a fabric one explaining we have 3 cats and what would be the best to go for, as I didn't want damaged leather again, he told us to avoid fabric as their claws would pull threads from walking and jumping etc and the best material to go for is pigmented leather, we are advised to go sit on some sofas we like and he'd tell us if suitable, we eventually found one and yes it was pigmented, as he said the best leather for pets as it won't damage easily, we are asked if we'd like to purchase insurance at an extra couple of hundred as it will give us peace of mind spending 2.5k on a sofa that it will be covered should a drink get spilled on it zips etc, but we also have to purchase the leather care kit too, as if this isn't seen on the invoice, the insurance and guarantee won't be covered for any claims The sofology advert on the moreno sofas that we had say great for busy families and pets,so we thought OK this one it will be We paid half there and then and the other half before delivery, which was around 11 weeks I think. Anyway the sofas arrived this weekend, after they had been unpacked, the delivery guy said you don't have to buy the care kit it's something they always say but you don't need to buy it. we noticed on the 2 seater the back of one cushion has a big dip in the middle, and one arm the leather is all loose and hanging over the metal trim, whereas all the others are taut, we also notice the chrome trims are all scuffed and have tiny scratches on them, then the cat jumps on it and immediately there's a piece of leather that had ripped up, so really not happy considering we were sold it as being good for pets, we ended up putting throws over the sofas,so we had new sofas which you'd never be able to tell, we find even despite the throws the sofa is now covered with Tiny scrapes where they have walked on the cushions, we immediately go up to the store after delivery and show photos, they say to us oh that's not good and gave us a number to call, 40mins to get through, apparently they are sending out 'parts' whatever they are for a technician to come and repair, we didn't spend 2.5k to have a sofa that needs repairing before anyone has even sat on it! Then In the care book attached to sofa it states do not allow pets on the sofa as this will invalidate guarantee, so both the manager and their webpage advertising this sofa is misleading! It's only now I've found all the bad reviews had we seen them before we would have avoided, we noticed on the large sofa the arm felt lumpy, so judging by how everyone's sofas look on their site after a few weeks I don't hold out much hope for this, we darent even leave the room unless we put the cats away for fear of more damage happening, we now have 2 throws on top of each other and this is despite the cats having trimmed claws, and besides that it doesn't feel as comfortable as it did in the shop, I don't remember my old sofa feeling this way, it feels like you are sat on a trampoline, husband feels we may as well have thrown the money in the river, I don't need the stress of not daring to go loo if the cats are in the room (open plan) or having to round them up and put them all in the bedroom while I go loo and let them out after, or if they want to jump up into our laps, if we knew this we would not have chose this sofa, i just feel like I want it gone and my money back, id rather have my own reupholstered”

Helpful Report

Posted 6 years ago

“Diabolical company. Exceptionally poor customer service. After 3 months received only a pert delivery as they realised my sofa had arrived in wrong colour!! Therefore no sofa for Christmas, eventually cancelled my order and made a complaint. Have received a response to say my complaint will receive a 'priority response.....2 weeks later, still nothing.”

Helpful Report

Posted 6 years ago

“After receiving a faulty sofa i.e. 4 faults i have been told that my sofa has to be repaired it was not bought as a second so why should i have it repaired !!! Sofology have made no attempt whatsoever to reply to me either by phone or email all follow up communication has been made by me. I am very unhappy with this situation. If i had seen them on WATCHDOG before my purchase I would have definitely not placed my order !! After seven weeks I am still awaiting for this to be resolved.”

Helpful Report

Posted 6 years ago

Sofology is rated 1.2 based on 1,655 reviews