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

“AVOID - extremely poor communication. Money taken but furniture not delivered. Would give a zero rating if it was available. We were originally impressed with the in store service and ordered over £4,000 of sofas and a chair back in May having been informed that the estimated delivery date of 31st August (shown online - My Sofology) was "worst case scenario". Since placing the order we have received very little communication about our order. Back in July we received an email advising that our order had been made and was on its way. Our attempts to communicate by email, online chat and telephone have all been unsuccesful/ignored. Eventually we received a text advising us to book our delivery date online which we did - for the earliest possible date of Monday 20th September. At 5pm tonight - Friday 17th September we have received an email advising that delivery has been postponed but no further information. No surprise - no luck with email response, online chat or telephone! We have been sent another text to book delivery online but on logging in we've found that this isn't an option. In the meantime Sofology have our money and we have nothing to sit on as we disposed of our old furniture ready to take delivery of the new.”

Helpful Report

Posted 3 years ago

“DO NOT BUY FROM THEM I hate to leave this review - but buyer beware! We had a sofa delivered in December 2021 and it had many faults and was well below the standard we expected - it's not 100% usable as of today as one of the sections does not have any feet attached to it and the seat base is broken do cannot be sat on. Customer service agreed to replace the whole sofa a few days after we reported the faults. As of September 2021 we still have not received the replacement. I have made contact with Sofology numerous times and each time am fobbed off by being told that it has been escalated. This was an expensive sofa and I am so so bitterly disappointed with both the quality of the product and the lack of service we have received.”

Helpful Report

Posted 3 years ago

“Very, very poor customer service with no updates on when my order will be fullfilled. Only way to try to get info about my order is queing on the telephone over 2 hours and I still dont know anything apart from I know my furniture is sitting in the Basingstoke warehouse and no one seems proactive to get me any update when it will be delivered which has been sitting there since May/ June. My online view of my account is not visible to me as they entered my email address incorrectly and apparently no way to correct this I was told. Delivery people told me clearance furniture will have damage (small tears, chips in legs, dirt) I will have to accept and that it is not just old stock. Unfortunately I love the pieces of furniture and just want this hassle to end. I could never take money from a customer and deliver it part of it broken and part given no update as when I can expect yo receive it for months. No reply to many, many calls, emails, webchats. Just aweful service and experience with Sofology.”

Helpful Report

Posted 3 years ago

“Terrible company, ignore all emails and literally just don't answer the phone. Avoid.”

Helpful Report

Posted 3 years ago

“After waiting 10 weeks our £3,300 sofa and stool were delivered as promised. So far so good - but two pieces were heavily damaged and from what we could see the quality was not the same as we had seen in the shop. On advice from the delivery team (who said this was quite normal!) we refused to accept. Then our problems began. We could not get our money back and numerous attempts to speak to customer services failed, being told to ring back later, or at best being number 40 in a queue. After revisiting the shop we found they rang the same customer services number as the general public and were also number 40 in the queue. The manager then told us they get priority over the general public so number 40 in the queue could in fact be number 140 for us! Then to add insult to injury we saw our goods being sold on their clearance site without mentioning the damage and before refunding us. We spoke to three separate members of the sales team (yes you can get through to them very easily and quickly) who promised to ring us back but not surprisingly none of them did. We threatened legal action and surprise, surprise our furniture disappeared from sale and two weeks later our money was refunded. After 4 months and lots of anguish and stress we found ourselves back where we had started without furniture. To summarise do not be fooled by the shops’ friendly and laid back “we are not on commission” attitude. The company is not good and I can only suggest the lovely Helena Bonham Carter was duped when agreeing to appear in their TV adverts the same as we were. Stay well clear of this company who are not what they purport to be. They trade on customer’ money. We will never step inside their shops again and urge you not to. They need exposing- I understand “Watchdog” are on the case. Interestingly Trustpilot would not let me post this one star review!!!!!”

Helpful Report

Posted 3 years ago

“Do not use Sofology! First, I ordered my sofa beginning of April and am now on the third delay notice with a potential (!) delivery date in November. Even worse, I had delivery of a loan sofa confirmed three times - and each time the sofa wasn't delivered due to some mistakes... I staid home from work today and lost a whole day while no one at Sofology is even able to speak to you - unless you want to place an order of course. Never ever again!!!!”

Helpful Report

Posted 3 years ago

“Sofology delivered a pair of sofas Jan 2021 ordered August 2020. They were wrongly finished in contrast stitching. After numerous calls emails (dozens and dozens) and a physical visit to let in store customers who they were dealing with, they agreed to change them. June 2021 they delivered after a no show 2 weeks before (NOTE SOFOLOGY STATES IF YOUR DELIVERY IS LATE YOU GET £50 REFUND...I DID), the 2 seater sofa correct finish no contrast stitching. However the 3 seater arrived with with peach stitching!!! They agreed to order new sofas after dozens of calls shop visits and ignored emails. Sept 12 new sofas Delivered 1 x 2 seater & 1 x 2.5 seater. What was ordered was a 2 seater & a 3 seater. Now again we will have to fight to get this sorted.. In all instances they were to blame for the errors. They have not taken ownership of this huge cockup. They do not answer your calls unless you wish to purchase a product (Think twice before you do), now we start again. Big TIP go to the store and make your case known to shoppers buying their products in store, the manager will then do what he should get you talking to Sofology's NON EXISTING CUSTOMER SERVICES. BEWARE BUYERS.”

Helpful Report

Posted 3 years ago

“Do not buy from this company sofa was meant to arrive Monday 13 September they called me Sunday night the 12 September it won’t be delivered they said don’t know when it will arrive can’t get through on the phone don’t reply to emails I have given them nearly £3000 pounds please read these reviews they don’t care”

Helpful Report

Posted 3 years ago

“Oh dear, I’ve been had just like so many and now falling down a worm hole of waiting for a sofa that never comes Of course the shop looked nice and service to take my £2K plus for the sofa was a dream, but that was the end of service. Sitting in living room on dining chairs but deadline has past for delivery. No one answering phones and no info on my sofa I’ve been done up like a kipper by the worst company of cowboys I’ve ever had the displeasure of dealing with. Avoid Avoid Avoid”

Helpful Report

Posted 3 years ago

“Sofas arrived damaged. Was told by delivery drivers they would let sofology know and then we would be contacted to resolve. I had to phone them. Over hour to get through. Agreed for sofology to try to repair sofas. Was told verbally and by email would be done within 6-10 weeks. My complaint is with the disgusting service we have received from customer services. Over 10 weeks since delivery of sofas with no update to let us know what is happening. Spent over 2 hours last week trying to get through to them only to be cut off. Tried e-mailing. No response. Tried the on-line chat many times. Two days to get back to me from an instant on line chat. Told someone from Technical department will call back within 24 hours. Nothing. More on-line chats with either wrong information given to me or again told would get phone call within 24 hours. Constantly being fobbed off. 5 days from first trying to speak to someone on the phone managed to get through to customer services today only to be told they won’t speak to me as delivery order in my husbands name. After I told her I’m fed up with customer services etc she put the phone down on me. We paid for our faulty sofas in full so sofology you need to stick to your terms and conditions and either fix my sofas, replace them with new or refund me. This is by far the worse service we have ever experienced from any company. You should be ashamed of yourselves sofology and to be honest the service you are providing I’m surprised you are still trading.”

Helpful Report

Posted 3 years ago

“DO NOT USE SOFOLOGY. Same as most other customers. Paid for sofas, delivery day came in July, only 1 sofa delivered. 2nd sofa missing. Left to chase up, hours and hours on the phone.. emails, webchat ignored, fobbed off, lied to. My sofa wasn’t sent from the manufacturer, to, it is lost in the warehouse, now back to its with the supplier… but that’s it. How does that help… 2 months since it wasn’t delivered. The only contact is via me sending complaint after complaint…. Just to be fobbed off with “they are looking into it”. I have no sofa! I have 1 “love seat” for a family of 5. How is them looking into their failed delivery helping me?? I want a solution, I want to know my sofa is being delivered on #### date… Or…. As I have told them, with no response… a REFUND. Please don’t ignore these reviews. Do not buy from Sofology. Stressful and upsetting is an understatement.”

Helpful Report

Posted 3 years ago

“Great shop service, but once you’ve paid, if anything goes wrong with your order as it did with us, they drop you like a lead weight and leave you dangling. Customer service sucks. No calls returned, hung up on, delivery times not held too. Avoid at all costs”

Helpful Report

Posted 3 years ago

“Ten weeks after "loosing" my order and over 9 hours on the phone plus 10s of emails to the none existent customer services still haven't received my sofas. Never again Sofology you are probably the worst company I have dealt wit, so sad as your shop staff are brilliant and your sofas stylish.”

Helpful Report

Posted 3 years ago

“Have no idea why Sofology are getting away with all the issues they have, why are trading standards not looking into this? I eventually got through on the phone after 2 hours waiting, was told I had to pay 30% to cancel the order, an order that looks like I'm never getting. So not only will it cost me £600 to cancel order, I still have nothing to show for it. I'm now going to print off loads of leaflets and stand outside stores and let other potential customers know of these huge issues. The trustpilot ones are obviously fake and created by bots. An absolute sham and a scam, time to take action.”

Helpful Report

Posted 3 years ago

“Poor quality sofa. Seat has lost all shape over one year and when they came to visit was told that’s what to expect for a cheap sofa £1000 for a 2 seater sofa. They feel a years life is about what you can get out of a sofa for one person living alone who works full time.”

Helpful Report

Posted 3 years ago

“Don't bother! My experience has been terrible & the worst customer service I've ever received! Ordered/paid for 2 x sofas 4 Feb 21. Everything great at point of sale & couldn't be faulted. My Sofology account set up the next day with anticipated delivery date mid-April. Blanket email received day before saying phones busy & there are delays due to lockdown but deliveries are still being scheduled & they are emailing customers as soon as delivery can be arranged. Heard nothing further so chased end June. Couldn't get through by webchat or phone so found an email addy. Got a reply saying someone would call the next day about delivery but nobody did. Chased a few more times by email to mid-July but heard absolutely nothing. Hung on the telephone for an hour end of July & did get to speak to someone vaguely helpful who confirmed both my sofas existed & that one had made it to the correct local depot but the other was still 150 miles away. She would get it moved over to the local depot & call me when but, needless to say, nobody did. Emailed 9 August to say enough was enough, I was disgusted & unless there was an immediate resolution & apology I would be cancelling. Got a holding reply with anticipated 72 hour response time but heard nothing so telephoned 20 August but couldn't get through or leave contact details. Also checked My Sofology & saw the first change in there since it was set up back in Feb namely (& very worryingly) that my order details had disappeared & were now completely blank! So I got solicitors involved who sent a letter by post & email on 25 August. The email bounced back undelivered from the very address Sofology tell you to use in their T&Cs (!) so the next day the solicitors sent it to every Sofology email address I have used since first dealing with them & within 40 mins their Complaints Department (complaints@sofology.co.uk) were on the phone processing a full refund which hit my bank on 28 August signalling THE END OF A LONG & GALLING EXPERIENCE. It wasn't the delivery delay that caused this opinion. It was the lack of contact to and from this company. I note they have a new update on their website at the time of writing but they should be sending that info out to their customers or, at the very least, updating people's My Sofology accounts.”

Helpful Report

Posted 3 years ago

“We have just been conned by Sofology. We waited all day for the delivery of our sofa...and yes, you guessed it, our sofa never came! No phone call, no text and no email. We're fighting back. We have been in touch with the BBC Watchdog Sofology investigation line and Martin Lewis's recommended complaints line and we intend to contact our MP tomorrow. We had no idea about Sofology's horrendous treatment of its customers but having read these nightmare reviews, we now bitterly regret our purchase. However, we intend to fight this and encourage you to do the same. Sofology is a big company and adverse attention will have a very damaging impact. We cannot stand by and let Sofology get away with this - contact your MP and television consumer programmes. Don't get mad, get even. Please fight back. Dr Chris Penny”

Helpful Report

Posted 3 years ago

“Scandalous organisation bordering on being fraudulent. Have not delivered sofa ordered in May, we have been into the store twice, written, phoned, emailed. No one replies. This company is a disgrace.”

Helpful Report

Posted 3 years ago

“This company is defrauding customers by taking money, not delivering goods and refusing to deal with complaints. We are over £1000 out of pocket. Complaints to Customer Service are ignored and it’s impossible to speak to anyone.”

Helpful Report

Posted 3 years ago

“Had purchased sofa online in good faith. I was told it was a cancelled order. Little did I know from the purchase day till now I would be left without my old sofas and to now without any sofa at all in my house. It all started on the delivery date in June 2021 to have the delivery cancelled on the day. That was not too bad as a replacement sofa came not on the promised day but two days later still no phone to let us know but they just turned up. When we got delivered the sofa we ordered, it was not a cancelled order, it was a shop floor sofa and came with damages. We were told to contact the office, took me 1 hour 45 minutes of waiting to get through, to be told we can have the delivered sofa returned and to be replaced with the same alternative. I have also purchased a 4 seater new, to be told they can deliver the set and would have a call back to let me know with a delivery date. 3 weeks has gone by had no call at all. I had then called waiting this time got 1 hour and 17 minutes to be told I shall get a call back the following week with an update of delivery. Once got a call back on a the following week Wednesday (though I had fully paid for the sofa) 10th August 2021 - the sofas had been sold to alternative customers in the 14th August and they have taken delivery of the items on the 26th August 2021. I have been waiting for a call back from the managers / been two weeks into September and still waiting. The have full payment from me but no sofa from sofaology there is a lot more that I have not added as it would take me at least 30 minutes to type. What a f”ing joke. Still no call, still waiting times of over an hour to speak to someone”

Helpful Report

Posted 3 years ago

Sofology is rated 1.2 based on 1,655 reviews