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

“Extremely poor after sales customer services. Our leather sofas were delivered on Monday. Shortly after delivery I noticed two scratches on one of the sofas that were definitely not natural tarnishes. I have been continuously been fobbed off with stock email answers that are so obvious cut and pasted from a crib sheet. The last conversation I had with them was that someone would call me back.......3 days on I am still waiting for a call. We saw that sofology was on watchdog a couple of months ago just after we had ordered our sofas and our hearts sank and hoped there would be nothing wrong with what we had ordered. But alas the woeful story of an organisation with no idea of what good customer services is and is not bothered if this will impact on the sustainabilitym of their business has come to bite us in the bum. So my advice is DO NOT BUY YOUR NEW SOFAS FROM SOFOLOGY - THEY ARE A HIT AND TRAIN WRECK OF A FURNITURE RETAILER.”

Helpful Report

Posted 6 years ago

“Buyer beware sale staff hook you in with promises but when it goes wrong and it will go wrong the after sales is terrible you can only contact them via email and they don’t reply remember you purchase in store you can complain in store they don’t like you to do this as it puts new customers off we eventually got our money ack but only after recording conversations making note of the names of all the people you speak to in store and going to trading standards”

Helpful Report

Posted 6 years ago

“Do not buy a sofa from this company they are terrible, they lost our order of £4000 then told us they didn’t know when we would get it, so we cancelled and had to fight for our money back and by the sounds of things we have dodged a bullet, do yourself a favour and go elsewhere.”

Helpful Report

Posted 6 years ago

“Don't ever buy anything from this scumbag cartel, Sofology. They will take your money, then if you have any problems, they will not give a flying turd. I wouldn't even know where to start about how bad their customer services really are. Avoid these lowlife scumbags at all costs!”

Helpful Report

Posted 6 years ago

“We bought a fibre filled four seater sofa and chair. Within a few months cushions looked awful. It now resembles a 20 year old suite. The fibre in the cushions is substandard and most uncomfortable. After many complaints all I get back from customer service is to pull the fibre, bang it and keep plumping. It’s exhausting and just goes back the same. I’m disgusted in after service and would advise anyone never to buy a fibre filled suite from Sofology. You will get no after care just useless information. Their guarantees are worthless. Do not buy these sofas.”

Helpful Report

Posted 6 years ago

“Firstly, feel very foolish to put my faith in what appears to be a legitimate company. Purchased a two seater settee 10 months ago, after a couple of months it became obvious that one seat was collapsing to one side, which has the effect of tipping you sideways, we were told it was settlement, at ten months Sofology sent a technician to inspect the faulty item, siad he couldn't find anything broken but acknowledged they the seat tipped sideways. We phoned the service line and was told in no uncertain terms because nothing was broken they are not prepared to help us. Buy from this company at your peril.”

Helpful Report

Posted 6 years ago

“Bought 2 sofas from here and had the insurance pushed on me. After a while I found the sofas to be quite uncomfortable and moved them into the conservatory where they were hardly used. They have been there for 2 years now and so I decided to sell them. I have asked Sofology to refund the 2 years left on the insurance as I was not allowed to transfer it to the new owners and it was just going to waste. I spent ages looking for a suitable number or email and then hung on the phone for another age and just went round in circles, this happened 3 times. When I finally got through, they just didn't want to know. Quite abrupt with their refusal. I am now going to the Ombudsman because I shouldn't have even had the insurance, I told them my household insurance would surely cover it but they said it wouldn't! I only wanted to claim a measly £60 back. So much for keeping customers onside. I won't be going there for the new sofa I now need.”

Helpful Report

Posted 6 years ago

“If you want to buy from a company where there is any level of aftersales service I suggest you go elsewhere. It turns out that the three year warranty that we were told about in store is actually one year and now that we have a problem Sofology are not interested. Sofology sent a technician to our house to review the problem and he agreed with me but then wrote a report saying there is nothing wrong so Sofology are not willing to do anything and say all I can do is contact the Furniture Ombudsman. I am now seeing lots of reviews from people saying the same about technicians reports. Worst customer service I have ever had from a retailer. They do not return calls when promised and their "Priority Team" are worse than their standard customer services team. Suggest you spend your money elsewhere.”

Helpful Report

Posted 6 years ago

“We have a 2nd sofa/chair delivered as the 1st was not acceptable and truly uncomfortable, after having this for just over 1 week now this sofa and chair is starting to look like a 5 year old sofa, when recently complained about the lack of comfort and sinking through the cushions and that I wanted to start a return/refund I was told that the sofas are weighed when built so the comfort should be ok and the ticket shall be closed! and If I wanted to reopen the ticket I must send photos which I have now done, but am getting the feeling this is going to be a long winded process,my honest opinion is that these sofa lack any kind of quality and are really cheaply put together, my previous furniture was from Furniture Village which are a little pricier than Sofology but at least you get a decent sofa along with customer service, be warned!”

Helpful Report

Posted 6 years ago

“A more useless customer service tema is hard to imagine, even after they've given us a credit note after three months to replace thaey can't even send an order acknowledgement. Total time on the phone to these clowns is now 9 hours.”

Helpful Report

Posted 6 years ago

“Purchased a 3 seater leather sofa and a rise/recliner chair about 2 years ago Not long after I noticed that the colour was disappearing where my head touches Reported this to Sofology and requested someone to come, they said send photos which we did. Heard nothing apart from an email in April saying case has been settled and closed. I replied back saying not settled ! Again nothing from Sofology until a month ago I saw BBC Watchdog which fearured scathing reports re Sofology. Contacted BBC Watchdog and suddenly they sent a "Technician" not a sofology employee, to see the problem which had got much worse He turned up at just after 7.30 am we had only just got up. He simply took more photos and rubbed part of the chair (arm) and said no loss of colour, pretty obvious seeing as the problenm was on the back ! We pointed out some areas on the seat (sofa and chair) where the same problem was starting again he took photos. This"Technician" was a furniture repairer re the frames etc Sofology then said the problem was caused by ourselves use of hair oils , not cleaned. down to us - end of story I am 77, nearly bald and am the only person to use this rise/recliner as I suffer from Parkinsons I need a rise/recliner. My wife uses the cleaning materials supplied by Sofology according to their instructions. So Do not put your head on the back of the chair and do not use the expensive cleaning materials and do not sit on the furniture and you will not have a problem Sofology do not have any manufacturing or repair facilities only 3rd party companies who will not upset their trading relationship with Sofology. The frames are from America , the leather from Italy and the whole lot put together in the far east and shipped over in a container, so no quality control whatsoever. If you have a problem hard luck AVOID .”

Helpful Report

Posted 6 years ago

“Worst company I have ever dealt with. Finally received a full refund from sofology this week after three years of appalling service. I had a creaking recliner mechanism. Sofology technicians and homeserve technicians come out to my property 11 times to try and resolve the issue. They kept trying to fob me off with ridiculous explanations. If your in the same boat keep at them don’t accept no for a answer keep at them and demand they fix the issues or give you your money back. As people have stated they have nice showrooms and good sales staff. But their customer service and their technicians are a absolute joke. I will never use this company again and I wouldn’t recommend them to anyone.”

Helpful Report

Posted 6 years ago

“Appalling - we waited all morning and then because we are in a bad reception area we suddenly got a voicemail message saying that the driver had been and gone (!) but he had never been to begin with - he clearly went to another address because nobody knocked on our door - nobody rang our doorbell - checked with all the neighbours and no van or lorry had been down our road this morning - so it is all lies - he went to another address. Of course, when we tried to call the driver, and later on Sofology's own customer service tried to contact the driver - and surprise surprise, it was going straight to voicemail! So their driver drove 6 hours from their depot, to our town, went to the wrong address, supposedly waited 20 minutes, then turned around and drove 6 hours back - and they would only have been a few miles away when we tried to call. I would never recommend this company to anyone. They have plush show rooms, good sales staff, but you wait ages (30 minutes the first time I called their customer service and then got cut off and had to call a second time during which I waited about 18 minutes) to talk to anyone in customer service and they can't even contact their own drivers!”

Helpful Report

Posted 6 years ago

“Joke of a delivery service ..no communication to say no delivery till hours later..awful service”

Helpful Report

Posted 6 years ago

“Not going to waste anymore of my time trying to pursue my complaint with sofology. This is exactly what they want. Sofology is a company that hides behind e mails. I have never experienced such shocking and at times antagonizing customer service. Complaints open complaints resolved when nothing has altered at all.”

Helpful Report

Posted 6 years ago

“Totally disappointed Totally disappointed with the lack of service this company has provided us. Was promised delivery by end of November by sales person only to find out it was mid December. Then we got a text yesterday saying delivery between 7.30 and 10.30. Called up to see where driver is and was told that I was given the wrong slot and it turns out it might not be here until 20.30. I now have to take the rest of the day as unpaid leave and when asked to speak to someone they said not possible as 48hr window is needed. I have an autistic son who will now come becoming home to a empty living room and will not understand why he has no where to sit. I will not be recommending this company to anyone as they do not provide any kind of service. This is probably the worst retail experience I have ever had. So after wasting the whole day not having my complaint dealt with and being lied to about delivery times and terms and non existent conditions imagine my suprise when at 7.31pm I receive an email to be told that my sofa won't be delivered on the 18th. As it stands I have no confirmation as to when my sofa will arrive and I'm going to have to take another day unpaid leave and hope and pray that the delivery happens. An absolute disgrace”

Helpful Report

Posted 6 years ago

“infact I would not even give this company a star. I am disgusted at how the customer care. intact no not customer care bout the heads of customer services. their lack of empathy and no care attitude. my sofa delivery was delayed by a week. I was expecting delivery Monday so sold my sofa on a Friday to make space. Saturday I had a call to say was delayed and be delivered following Sunday. I wasn't happy bit io explained my husband has a severe hernia and had a transplant. he cannot sit on the floor . if they could send a loan sofa . they would not have it at all. I kept getting that all management will say is no. what a un -cooperative company you are. lack of understanding quick to take your money. I will never ever recommend you to anyone. you have no customer support. your staff are just told to say they understand. But it is the management that needs to understand. your company has caused me a great deal of stress and my poor husband has had to sit I his bedroom . I am so upset and I know you don't care .!”

Helpful Report

Posted 6 years ago

“Terrible service Took 3 weeks longer than date arranged, couch sent back wrong order and refuse to refund me. If I want the couches back I have to pay 300 more. Very bad company I would never use sofology again and advise everyone else not buy of them”

Helpful Report

Posted 6 years ago

“Very bad service,changed delivery date with out informing us.I ordered sofa and called them more than 5 times on delivery date and didnt delivered with out informing us.over all very bad service”

Helpful Report

Posted 6 years ago

“Too long a story to bore you with. The short version is the they delivered broken furniture to us, I complained, they sent a man out to repair it, we are not happy with the repair. Now they refuse to refund or replace the footstool. This has been going on from April. Now they are refusing to reply to my correspondence. Do not buy from this company.”

Helpful Report

Posted 6 years ago

Sofology is rated 1.2 based on 1,655 reviews