Sofology Reviews

Name: Sofology
Rating: 1.21

1.2 Rating 1,657 Reviews

5 %

of reviewers recommend Sofology

1.2

Based on 1,657 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

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“Excellent service until delivery day! Excellent service until delivery day! Really pleased when we were called to say our sofas (Persia) Were ready for delivery far earlier than we had been been told/anticipated. We were told delivery would take place between 11-3pm, we rearranged our diaries to be home for delivery. We had paid to have our existing sofas recycled but when our sofas arrived the driver explained it was a different company that collects recycled furniture, we didn’t have room to store 3 old sofas and accept 2 new 4 seaters, we called customer service, we were on hold for 30mins only to be told they had neglected to book the company to collect our old sofas, their suggestion was to reject delivery and rebook, the agent was very matter of fact, no apology for any inconvenience caused, just nothing! In the end we decided to store our 3 old sofas in our garage which has been converted into a gym, so now that is out of use until we can rehome/dispose of them! The two delivery guys were pleasant they told us we had no chance of getting through to customer service let alone getting a resolution today, they virtually encouraged us to reject the delivery, we informed them we would find a solution and we would not be rejecting delivery they suggested we leave 3 huge sofas outside the front of our house, we had to explain why it was not an acceptable solution, they were polite and nice guys but it was clear that they had no customer service training, they did not care whether they completed the job to customer satisfaction or not. When it was time to bring the new sofas into the house one of the guys, within seconds informed us the sofa wasn’t going to fit, my husband explained it was partially already in the door (it was tight but a few inches had crossed the threshold) after some discussion, one of the them remembered the arms were detachable, once the arms were detached it came through the street door with ease. It was obvious they had very little knowledge of what they were delivering, we got the impression they would have been happy for us to reject delivery or for them to report delivery failure. I can’t stress enough they were very polite they just didn’t care. The sofas we purchased were not cheap, it was a pleasant surprise to have delivery earlier than expected but the delivery service was stressful not the service expected from a well known brand, now we will have to find the time to call customer service to get our recycling fee refunded, I suspect it will involve another long wait on the telephone! Sofology you let yourselves down today!”

Helpful Report

Posted 2 years ago

“Great show room extremely poor after sales and delivery back up . Too much on line over complicated system with no substance . Late delivery . Better if they sacked some of the staff loitering with intent and concentrated on customer service.”

Helpful Report

Posted 2 years ago

“DO NOT!!!! Buy from this company YOU have been warned the Sofia you see in the store is not what you receive, after one week the seating has collapsed 5 weeks later a technician comes rounds agrees the Sofia is sub standard new ‘foam’ is now on a 12 week delivery REMEMBER this review it’s honest don’t purchase from this company rubbish product rubbish service great stores and website BE WARNED!!!!!”

Helpful Report

Posted 2 years ago

“Absolutely shocking service from Sofology - I have now twice waited in for my sofa to be delivered on the booked day and it has not arrived, with nobody at Sofology able to explain why this is the case. I am now left having spent several thousand pounds on a sofa and having no assurance that it will ever turn up. The warehouse apparently have no ability to speak to the delivery drivers in question, and on both occasions the driver has just 'decided' to miss me off the list and refuse to answer any calls, all day, from the warehouse. Absolutely shocking customer service. If I knew this would be the case, I would never have ordered with them.”

Helpful Report

Posted 2 years ago

“Do don't waste your time purchasing products from Sofology, They are all nice and eager at the purchase stage then once they have received your payment they just do not want to know you. The customer service department has clearly been trained/briefed to lie to customers rather than remedy problems and complaints. The system seems to have been engineered to frustrate and halt complaints rather than address them. We had incorrect furniture delivered to us on 3 occasions with Sofology making no effort to assist in remedying the situation. On numerous occasions the customer services were clearly giving false information. Worst purchase experience we have has in 25 years.”

Helpful Report

Posted 2 years ago

“Avoid sofology! They are un trustworthy and unreliable. They do not respond, deliveries are never within the stated period, no communication. Please avoid. I have waited 3 months for a delivery that was meant to come within 3 weeks! I have attempted to raise complaints, they do not acknowledge or address it. I have used several contact channels incl. social media, responses as always are what you want to hear but NEVER actually happen! After over 3 months the item gets delivered, when it arrived im told they don’t have the tools to build the sofa so it needs to be redelivered!!! For the amount of money that sofology charge for a sofa the level of service, quality of communication and general approach is terrible! PLEASE PLEASE be careful, they will tell you everything you want to hear then not follow through.”

Helpful Report

Posted 2 years ago

“My wife and I who are pensioners were told when we were buying this leather suite that it was a superior grade leather and would not stretch. After two years and with little use it has stretched an excessive amount and looks like a ten year old suite.We are still paying for the suite and rang Sofogy to complain only to be told that this was normal and I did not have a valid complaint. Do not buy furniture from this company if you are expecting any after sales service. Whilst the furniture looks good in the shop it ages and deteriorates very quickly. Remember this review when you are considering buying furniture from Sofology. Brian Hayden. Liverpool.3/12/22”

Helpful Report

Posted 2 years ago

“Purchased 2 sofas in April!! Did not fit up my stairs when delivered in October .. the store then gave me only one option and that was to lose 40% of the price I paid and then pay some more money to choose another sofa type .. was promised delivery on 28 th move 22 .. no sign of the sofas yet .. and no way of contacting them as the phone number given just cuts you off and says there are too many calls ( I wonder why) .. avoid my Sofology at all costs .. you will have deep regrets if you buy anything from them”

Helpful Report

Posted 2 years ago

“Terrible service at sofology, we ordered our sofa in July and was told we'd have it by beginning of October, it's now December and nothing, after countless phone calls chasing it up and being give various excuses we are now being told it's not even been made yet and they don't know when it's going to be ready, so looks like we're sitting on the the floor for Xmas, thanks a lots sofology. Wish we'd never walked in the shop, AVOID. (Order number 3234732/1)”

Helpful Report

Posted 2 years ago

“FRAUDULENT COMPANY I purchased my sofa from this ‘company’ (without checking the trust pilot reviews, which i pray i had done before hand). Whilst purchasing the sofa i had a very pleasant experience which normally is the case with sales people to lure vunerable clients into buying. After purchasing the sofa i had no issues with it until 3 months later where i started noticing the padding of the cushions getting weak and the armrest coming apart. My initial reaction was to go back to the store i ordered it from, when doing so the polite staff member pointed me towards contacting customer services via email/ phone. I contacted customer service by email, to which i got a fairly quick response, however AFTER me describing the issue i had NO reply. I then went and phoned the customer support team. The staff memeber i spoke to was ever to polite dealt with the situation as professionally as he could, sent out a technician to check the sofas. Technician arrived, checked the sofa, CLAIMED THE SOFA WAS IN BAD CONDITION THE PADDING SHOULDNT HAVE GONE DOWN, he even sat on them and claimed they are WEAK (this is all an act they get paid to do this) . After writing everything down on his report i had a call this morning from one of the staff . NATALIE BRANIGAN, who quite frankly i think is UTTERLY RUDE AND UNPROFESSIONAL. Claiming the sofas cannot be repaired under manufacturers warranty only the handle will be repaired. I am disgusted by her behaviour and this ‘companys’ resolution service, i purchased this sofa with no problem paying yourselves only 6 months ago , is this how customers are treated? Every single one of the padding in the cushioned had weakened, when going back to check the cushions on the store sofa they were perfectly fine assuming so many people sit on them daily. i just merely wanted a repair or the cushions fixed! Especially after paying £2799 for the MIDAS SOFA. I didnt expect rude unhelpful responses from the staff when all i have done it co operate. To add to the situation only 2 weeks ago i purchased ANOTHER sofa to gift to my mum from the company another £4000 spent , if i had known this was the response i was going to get i would never ever buy from them! DO NOT BUT FROM THIS COMPANY THEY ARE FRAUDS ONLY THERE TO TAKE THE MONEY. QUICK ENOUGH TO MAKE YOU PAY , not so helpful on repairs or bothering to repair”

Helpful Report

Posted 2 years ago

“Didn't even want to give Sofology the satisfaction of 1 star... Absolutely DISGUSTING company and AVOID AT ALL COSTS!!!!!!!! I wish I read these reviews before placing an order, but with such a big well known company like Sofology you just don't think too (my god what a lesson learnt). I had my delivery date booked in and a time slot received so I booked the day off work and waited in. They were supposed to delivery between 6am-9am and I was delivery number 2 out of 11. It got to 10.30am, still heard nothing, no call from driver, nothing (they state they will call you 1hr before arriving). I checked the tracking and it said 'we are currently making delivery number 6, you are delivery number 2'. I then called the customer services, and he called the depot to see if they could contact the drivers direct to see what was going on, shock they couldn't get through to the drivers so I left all my details for them to call me back the minute they have any update. 7 hours later still NOTHING!!!! I call them again, only to find their customer service line is now shut!!! I checked my tracking and it said 'we are currently making delivery number 10, you are delivery number 2'. I knew the drivers obviously couldn't be arsed to deliver my sofa as i live in an apartment block with no lift. I waited in ALL day, cancelled my evening plans thinking they may turn up, but nope, nothing all day. I then call their customer service first thing the day after and complain and ask what the hell is going on, after I have paid £100 for delivery and your delivery men can't be arsed to deliver my sofa!!!!!!!!!! They looked into it and it stated on the system my sofa had a status of 'returned to warehouse'. How can a sofa be returned when no attempt of delivery was made??? I wanted answers so demanded more, she then stated it looked like the delivery driver had a 'family emergency' that day so couldn't complete my delivery. What a load of BS I was number 2 which meant the second delivery of that day, so how did they manage to deliver the other 10 that day???? I then had to wait until my sofa was scanned back into the warehouse for me to rebook delivery - at this point i was thinking how damaged will my sofa be, being lugged round in a truck all day to be shoved back in the warehouse to then be sent back out again??!! I had to call sofology numerous times to rebook this delivery when they promised they would call me. I got this rebooked, and had to have my BF sit in with me as (from reading the reviews whilst all this was going on), I knew I would have a problem with the delivery men and the access to my flat. He went downstairs and dealt with them, I had no involvement as I didn't want to speak to them - and he came back upstairs saying that at first they looked at the front door to the apartment block and said nope this wont fit!!!!!!!!! and then called the other driver out the van to have a look and he agreed!!!! my BF said very sternly you WILL get that sofa up there what ever it takes, and oh shock.... the sofa did fit up the stairs fine and in my flat fine!!!! Sofology have promised me compensation for all this stress, but they are now not answering any of my emails / calls. After paying £1500 for a new sofa and £100 for delivery fee I am absolutely DISGUSTED IN SOFOLOGY - worst company there is out there and their lack of customer service is appalling. I will constantly be contacting them for my compensation, as the sofa's cushions itself now have all started to sag - I HAVE ONLY HAD IT 1 MONTH!!!!!!!! AVOID AT ALL COSTS PLEASE”

Helpful Report

Posted 2 years ago

“I CANNOT EVEN BEGIN TO EXPLAIN MY ANGER AND DISAPPOINTMENT WITH SOFOLOGY, PAID FOR DELIEVERY, TOLD IT WAS COMING FRIDAY EVENING, NO SHOW, NO CALL NOTHING, TO CALL SATURDAY MORNING AND BE TOLD WE ARE OUT OF AREA FOR DELIVERY, NO SHOW SATURDAY, CALLED BACK SUNDAY, AFTER RECIEVING AN EMAIL TO SAY I WAS ON SUNDAYS RESERVE LIST, NO SHOW, THEN BOOKED IN FOR TUESDAY AND AN EMPTY VAN TURNS UP - NO APOLOGY NO COMPENSATION NOTHING. ABSOLUTLEY DISGUSTING WILL NEVER BUY FROM THEM AGAIN!!!!!!”

Helpful Report

Posted 2 years ago

“TERRIBLE! Do not buy from here. I spent HOURS on hold with their awful customer service who would refuse to cancel my order even though they have no idea as to when its going to be delivered. Apparently them not having the materials to sell the items they are selling is "not their fault". Interestingly on the website they are still selling it with the same delivery time as mine. I passed that delivery timeframe one month ago.”

Helpful Report

Posted 2 years ago

“I have had to reject three sofas from this company, they said they would return my deposit after they uplifted the sofa, they are not returning my calls to schedule a uplift and now refusing to give me my deposit back. DON'T DEAL WITH THIS COMPANY”

Helpful Report

Posted 2 years ago

“Was very worried after reading reviews. Ordered sofa in October 2021 - said delivery would be March 2022. Didn’t arrive until end of April. Two days after delivery - one side make a loud cracking noise while you were sitting down. Called them and they arranged for guy to call. He ordered a new part which he said would take 6 weeks but came in 3 weeks. On the other side of the sofa another cracking sound appeared. Called them back again and they said they would send out someone. He said there wasn’t anything he could do. Phoned them back - girl said the best thing to do was order a replacement or refund - we decided to order a different one - she said it would take 12 weeks. New one delivered this week. They couldn’t have been more helpful in our case,”

Helpful Report

Posted 2 years ago

“Worst company to deal with. An utter waste of time and cannot get an order rite. AVOID AT ALL COSTS USELESS.”

Helpful Report

Posted 2 years ago

“Further update re missing scatter cushions.... after asking for illustrations of missing items promised replacements then emailed as they are made to order will be 4 to 6 weeks. I have a sewing machine - just send me the inners and material and I will make my own!!!!”

Helpful Report

Posted 2 years ago

“Stitching coming away on arms of a sofa and chairs which cost nearly £3000, only had 3 years , and after only 3 months of taking delivery , had to have cushion backs refilled . Should have asked for replacement then . Sofology not interested. Wouldn’t buy from them again as after care shocking , insurance on it only covers frame and accidents”

Helpful Report

Posted 2 years ago

“Arranged for delivery on a Tuesday afternoon when we would be in. Got message Monday evening advising delivery Tuesday morning. Rang helpline, 11th in queue. Got through and advisor said we couldn't change delivery as it was less than 48 hours. Told them they were the ones who had ignored our instructions. Advised would be £99 to change!!! This would be on top of the £90 we had to pay originally for delivery!!! Suite delivered but only my husband could make it to check everything was ok. He wasn't listening when we ordered the items so did not realise that 2 scatter cushions were missing...... emailed FOUR times - first 2 bounced back, third one ignored and 4th one answered. Said our email would be forwarded to 'replacement department'. Told items despatched, now a week later (today) they have been in touch to say they need a description of missing cushions even though they have been given one. Copied and pasted an image from their own site. This has been going on for almost 3 weeks.”

Helpful Report

Posted 2 years ago

“I wish i had seen this before I ordered this bedsettee £2500 for a pile of rubbish that has multiple faults and shockingly bad workmanship and is 2 different colours. They want to charge me 40% of the purchase costs as i dont want a replacement. Customer service is shocking. They do not case one jot! So disgusted.”

Helpful Report

Posted 2 years ago

Sofology is rated 1.2 based on 1,657 reviews