Sofology Reviews

Name: Sofology
Rating: 1.22

1.2 Rating 1,656 Reviews

5 %

of reviewers recommend Sofology

1.2

Based on 1,656 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

“Cushions in store must have a different filling as ones on sofa bought sink dramatically despite constant plumping up. Customer services are a joke - lots of e-mails from different people within minutes of lodging complaint, satisfaction surveys issued when nothing resolved. All hiding behind screens and phones - appalling. Do not use this firm!”

Helpful Report

Posted 6 years ago

“Shocking service, I've waited a full year to have my sofa fixed now instead of fixing it properly they're trying to bodge it up. They have been out 4 times now and brought the wrong part each time, I've been waiting for them to bring foam for 6 months and now apparently they can't replace the whole cussion they can only pack it. Terrible company who seem to pay for reviews on trust pilot.”

Helpful Report

Posted 6 years ago

“Not happy at all.. Me and my partner visited the store 11 weeks ago and measured our perfect sofa.. We knew it wasn't going to fit through our doorway as we had checked our measurements, so we walked away.. When a salesman then comes over and asks if he can help. We explain our situation and he replies 'hang on let me take a look on my ipad, we my be able to take It apart for you and have our delivery drivers build it in your living room'. He then specifically said it would be fine as they can take the back arms and legs off and even showed us on the iPad convincing us it would be fine. Great! So off we went to buy it.. To find after waiting 10 weeks and sitting on a bean bag! That the sofa can't fit through the door.. Funny that! We said it wouldnt in the first place. Anyway it came in 2 pieces and none of the back arms came off or nothing so we was falsely sold this sofa! Fuming! After being let down we then try to get through to customer service after being passed on to department after department (5 days later) I get told Its mine and my partners word against the salesman in the store.. So basically if he doesn't admit what he told us, our only option is 30% of our refund will go to sofology leaving us £500 short.. Sorry this is just robbing us in broad day light and is not acceptable. We are first time buyers and cannot afford to loose this kind of money. The salesman is on holiday at the moment and so I am having to now wait another week to see if he admits he messed up.. I will update in a weeks time. Tamara & Sid”

Helpful Report

Posted 6 years ago

“Poor customer service. Charging us £900 due to the fact they themselves have broken the contract. No intrest in sorting the issues. Seems the get away with daylight robbery. AVOID!!!!!”

Helpful Report

Posted 6 years ago

“Crappy quality furniture useless aftersales had 5 visits from technicians and still not sorted our sofa”

Helpful Report

Posted 6 years ago

“I cannot emphasise enough how abysmal this company are to deal with. We currently have a sofa and chair which have collapsed, in their words, settled, however, it has collapsed as they use fibre in the cushions. Imagine a pillow which over time you replace, I do this every 6 months, do you want to replace a suite every six months, NO!!! The quality of the sofa and chair is abysmal. I have gone through their process and according to them there is no fault. Their technician advised the suite is supposed to look old and baggy.... really!!! If I had wanted an old baggy suite I'd have gone to ebay and bought one for a tenth of the price we've paid. Their customer service is abysmal too. I have tried to get through to them how terrible our suite looks, but they have said, nope, that's how it's supposed to look. For god sake it's less than 6 months old and looks like it's year old. It's so uncomfortable to sit in as the cushions have collapsed and they're saying there's nothing they can do. Well there's plenty I can do. If I even put 10 people off buying from them then that's a start. DO NOT BUY FROM THIS COMPANY!!”

Helpful Report

Posted 6 years ago

“There is zero customer service. You cannot ring anybody. They charge 30% for their own mistakes like if the setee doesn’t fit through your door and that’s without asking you the size. Vile experience. Something should be done about this company. Even their staff cannot help as they have no one to contact. Appalling”

Helpful Report

Posted 6 years ago

“Absolutely terrible service. Placed order for sofa on 30 June and expected delivery date was 4th September. Firstly that is a huge waiting period for a sofa. Secondly, and my main issue, come 4th September waiting in our house after getting rid of our old sofas, we are told an hour before expected delivery time that there has been a system error and our sofa hadn't been loaded and we would need to arrange a new delivery date. This is completely unacceptable. I've taken time off work, I've had to remove our old sofas and now find out it was for nothing as there will be further wait (bear in mind 30 June is when we bought the sofas, which means for almost a quarter of the year we dont have the sofas we have bought). I have since asked for an explanation as to why the sofas have not been delivered and i was told they forgot to load the van from the deport with the sofas! If only I could forgot some things also. I seriously regret buying from this company, as simple experience like buying sofas has become a massive inconvenience and not enjoyable at all.”

Helpful Report

Posted 6 years ago

“This company is shocking. Order 2 sofas and chair and foot stool over 8 weeks ago. Today they delivered and the 3 seater is missing. Told by driver that customer services will call. They call and say we have to order another on it is a 12 week lead time. They knew this was a problem one week ago but didnt even bother to discuss with us just delivered. Now all my other furniture will start to fade and look weathered before one sofa even arrives. Customer service tell me they are being reasonable when they offer to loan me a sofa and compensate me by £50. My questions around other furniture wearing and fading are ignored. This is what happens when you pay nearly £5k to this company. Avoid avoid avoid”

Helpful Report

Posted 6 years ago

“This Company is appalling. I complained about my sofa 1 month after receiving it and am still arguing with them that despite there guarantee stating "Included in the Guarantee is two years cover on leather, fabrics, inners, stitching, recliner mechanism and electrical components. So feel free to relax, it's covered for you." I have been left with a 9 month old sofa that has bobbled beyond belief and is embarrassing for people to see but also collapsed rear cushions that no amount of plumping is fixing. The condescending tones of the customer service is infuriating also. Its not like I want a new sofa, juts one new cover and 2 new inners as per the guarantee sold with it.”

Helpful Report

Posted 6 years ago

“Terrible. I purchased a sofa for my family Whilst being advised it was suitable. To find out the sofa cannot be cleaned with anything not even water. The material has all flattened and is marked. Sofologys answer is that the sofa can be sat on therefore it is fit for purpose. £3800 Later and I have a badly marked sofa 3 months In. Do not use this company”

Helpful Report

Posted 6 years ago

“If I could give this company a minus rating I most definitely would. Please accept my apologies for the very lengthy review but I cannot cut my review short. We visited the store in Farnborough in February and have to say we were very impressed with the vast variety of furniture on display. There was no hard sell and staff there were exceptionally helpful and knowledgeable. After much deliberation we decided on 2 x 2 seater leather sofas and a chair - all reclining and I was very excited to place the order. We left with complete confidence that Sofology was the company to go with. We were told that there was the usual 10 - 12 week wait but that was fine. We received regular emails updating us of the progress of our order and at the end of May we were told that it had arrived at the warehouse and was ready to be quality inspectied before being shipped to the courier (we live on the Isle of Wight and Sofology only deliver to mainland UK) . My furniture was delivered on 13th June (15 weeks from order date) and on inspection I was dismayed to say the least at the quality of the workmanship. I found at least 10 issues of shoddy workmanship - ranging from badly stitched seat cushions (puckered), a staple protruding through the leather, missed stitching on piping (the leather was hanging loose) badly fitted recliner switches on all 3 pieces of furniture (not level and indenting in to the leather, a wooden panel that the switches are attached to was actually visible through the leather, the leather around at least 2 of the switches was split and on one of the sofas there is a 2 inch gap between the 2 seats at the back and the leather is hanging loosely. . I emailed the Sofology Support straight away and sent photographic evidence of all the issues. I received a reply stating that the issues could be remedied by one of their technicians who would visit my home - they suggested re-pigmenting around the switches, stitching the piping and suggesting that my complaint regarding badly stitched seat cushions was unfounded as leather stretches - I asked them to explain how my furniture passed quality control but never did get an answer. After many & I mean many emails, telephone conversations and requests from myself for a technician to at least look at the problems it was agreed on 25th June that they would order a 2 seater arm cover and delivery would be 8 - 10 weeks. I was told that as soon as the part arrived they would send it directly to my home address and the technician would come to my home and make the repairs. I double checked that it would be delivered to me directly and was told it would. I received an email on 28th August telling me that the part had arrived and was due to be delivered the next day. I took the day off work to make sure that someone was home to sign for it only to find that the parcel was delivered and signed for in Southampton at the couriers! I spoke to a member of staff at Sofology Support who told me that they do not deliver to the Isle of Wight and I had to contact the courier myself and arrange and pay for onward delivery. As the parcel had been signed for ( not by myself) it was now my property and they would be unable to collect it. I was told that if I didn't pay to get it to the island they would have to order another part - another 10 week delay. It was finally agreed that I pay for it to be couriered to the island and they would reimburse the cost. I arranged for the arm cover to be delivered to my work address yesterday and was totally gobsmacked when I opened the parcel to find that it did not match my sofa! I called them again and I was told that it would have to be re-ordered and I would have to wait ANOTHER 10-12 weeks . This time I am afraid my patience ran out and I told them what I thought of the company and that if it wasn't sorted to my satisfaction I would be going to Trading Standards, The Ombudsman and would also get legal advice with a view to returning the furniture and getting my £4000 plus back. I asked them again to send a technician to look at my sofas BEFORE ordering the correct arm cover as I still can't see how it will resolve the problems with my sofas. I was told that someone would get back to me that day with a date for the visit. I didn't receive a call so I contacted them again today to be told that a member of Homeserve would come to look - (they can't even send their own "highly qualified" technician). The earliest date available is 19th September so once again I am having to wait another 3 weeks get this matter resolved. All I wanted was a nice comfortable sofa to relax on after a hard days work and I have to say my experience with Sofology has been far from relaxing. My stress levels are through the roof and I most definitely would not recommend them. I will of course retract this review if the issues I have experienced so far are remedied to my satisfaction, I wait in hope and with baited breath though. ”

Helpful Report

Posted 6 years ago

“Sofa was delivered damaged and the delivery drivers damaged it further with a stanly blade and by dragging the sofa over gravel. It was eventually dumped on my drive and I was told by the company and the driver that it could not be taken back so I would have to take it into my house and await a resolution. I had to pay workmen to come and take out my window to put the damaged sofa into my house. 4 weeks later I am still waiting on a resolution after numerous phone calls and promises of calls back from managers that never happen. The only thing I have been offered is a credit note to use in store to purchase another sofa from them which I think is completely unacceptable. This is the worst experience and has completely ruined moving into my first home”

Helpful Report

Posted 6 years ago

“2sofas arrived lots of faults very poor quality. hard to get through to customer service i guess due to comllaints. hard to book a technician now they want to order replacement parts which will be here in 10weeks aappaulling service avoid this store at all costs”

Helpful Report

Posted 6 years ago

“All three items faulty could not speak to anyone tried and tried to get through phone constantly busy still ongoing not sorted yet very very upset disappointed no customer service at all AVOID.”

Helpful Report

Posted 6 years ago

“I purchased a sofa and armchair in December 2017 from Sofology. Some 12 weeks later I was unhappy with the appearance of the sofa as the seat cushions had gone flat and were sagging in the middle. I am of a light stature and felt that this should not have occurred after such a short period of use. I telephoned Sofology's customer service line and after a half hour wait to be answered, I was told that I had to have a web chat with one of their 'technicians'. I said that I didn't want to do this as I felt it needed to be inspected in person so I asked for someone to visit my home to look at the sofa, but was advised that "they don't offer this service". I was then advised to give the sofa a further "settling in period of another 6 weeks". I was then asked if I "unzipped the seat cushions at night to let them breath". I knew then that I was wasting my time and that they were not prepared to help me. I immediately contacted my credit card company, with whom I paid for the sofa. My credit card company persued Sofology, I obtained an independant inspection which confirmed that the sofa seat filling was fibre and therefore an inadequate material for a seat cushion, and 7 months after my initial phone call to Sofology's Customer Service line, I have had a full refund. Avoid, Avoid, Avoid Sofology as a company due to poor quality goods and lack of interest in customers once they have purchased a product.”

Helpful Report

Posted 6 years ago

“Hopeless fabric gone bad with in a year paid £185 upfront for the insurance and been refused by insurance saying which wasn’t stated in the claim. Hopeless company and rude customer service”

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Posted 7 years ago

“On line avert says sofas guaranteed for 20 years. When complained about fabric stretching on settee my sofa mysteriously only guaranteed for 2 years. Load of twaddle no help what so ever . I went to this company thinking they where trustworthy been had AGAN”

Helpful Report

Posted 7 years ago

“The sales experience is slick and good experience and that's when we are asked to review. I decide to wait for actual sofa delivery before I write the review and here I am. My sofa was delivered after 12 weeks, and even after delivery charges that I had paid upfront, I had to pay £30 for Saturday delivery, fair enough. One of the sofa was delivered damaged, the delivery crew noted it in receipt and said someone would call me. It has been 4 days and no call/no communication from Sofology. I had to pay extra £30 for getting a damaged sofa. There is no phone number to call for defect or support. Try this for yourself - If you call for ordering a sofa, you get through in one minute, for delivery issues the average wait time is 42 mins, and for defect, the automated voice will say there is no phone number and refers to the website. I called the Croydon store hoping they will help me. They said, once you have paid for your sofa then there is nothing more we can do. Anything you want, delivery, support, complaint, defect, call the customer care. We can't help you in anyway. The same cooperative sales guy become a rude stranger to you. Sofology does not know the concept of after-sales service ! I was sure no one would call me so I myself wrote a mail using the site, attached the pictures, and it has been 4 days, no communication at all. Feels like I wasted my £2511 in paying for the sofa. First I pay my hard earned money and then it is me who has to chase for elusive support. Please read the reviews carefully before you buy from here.”

Helpful Report

Posted 7 years ago

“Indifference Made a mistake when i ordered my sofas. Did not read any reviews .Now going down the rocky road of dealing with strange E mails. All of your comments appear to be coming true. T V adverts-fortunes on advertising -no budget for customer care? I think this company enjoys our pain. Ref1937419 D Long.”

Helpful Report

Posted 7 years ago

Sofology is rated 1.2 based on 1,656 reviews