Name: Sofology
Rating: 1.22

“We have waited 5 months,we received email to book the delivery date online,so in order to do that we had to pay the rest of the balance, we did that and delivery slot disappeared. Beginning to think it’s a scam, dodgy company. Everyone please beware before u buy from Sofology.customer service is no existent. Take 40 mins to answer and when they do pick up they say they cannot help and and if we cancel then we will lose the deposit. Now they r saying we won’t receive the sofas until end of August. Terrible service”

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Posted 4 years ago

“Please do not buy from sofology, when I went into the store I though wow much better then dfs etc the look of them is pretty however within 1 year I have crackling noises from my sofa a engineer came out sprayed it and said it’s fine but he told me how sofology resell used sofas as new and they do not tell the truth to there customers. 1 hour later the noise is worse then before and I can’t even sit on it. Another engineer is due in another there Week ridiculous. I have complained so let’s see what they say but I can’t believe a 3.5k sofa has this much damage this quick, I also have gaps in the cushions and cushions are Not made correct as they have less padding and gaps in it.”

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Posted 4 years ago

“although have used before without fault.. my 700 quid reclining chair is not good... the foot rest is basically a piece of wood that is padded.... however that bit of wood has no padding on one corner and the bit of wood has no chamfer...or.. knife edge sharp corner... the leather now has a hole...... hello chamfer or round the corner off.... not rocket sience”

Sofology 1 star review on 17th July 2020

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Posted 4 years ago

“Have waited nearly 6 months, no regular updates, was told I would have a date for deliver end June, didnt happen, was told by email I could have a refund if I didn’t have the sofa by end of July I could have a full refund, I have phoned, emailed and onlined message they haven’t responded to any of these, only to a link to book a delivery end of August or September which I don’t want. Have asked for a refund but they are ignoring me, will have to go through PayPal but it’s shocking customer service. They don’t ring you back when they promise.”

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Posted 4 years ago

“We had a technician out to inspect the ‘sinking’ of our one year old sofa. He said it was designed this way so that it sinks into more comfort?! So why do we have to sit on top of cushions just to get any kind of support? Sitting in a dip with our knees up at our chest is not “more comfort”! So, now that Sofology refuse to acknowledge there is an issue with the furniture, they have closed our case and we are stuck with relatively new but very uncomfortable furniture. What are we meant to do now?!”

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Posted 4 years ago

“We had a four seater sofa delivered in Jan. The cushions were uneven so we called customer services who booked a technician to come out. On two occasion, the technician did not turn up and we were called after to rebook - complete waste of two days for us as no time given. Third time lucky?!? The technician came in June and was in the house for 5 mins - he agreed cushions were uneven and that the fabric had started bobbling and that he would feed this back. We then received an email stating that this was normal and we should use a defuzzer to get rid of the bobbling. Not would we expected, especially given the price. Mediocre quality, terrible service, we do not recommend.”

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Posted 4 years ago

“This is going back a while but it is time which is important. The sales assistants were very helpful, but when our sofa arrived, it was nothing like the one in the showroom, which was smart & comfortable. The fabric looked tired and the seating cushions were much softer and very uncomfortable. There also seemed to be 2 stains in the material. The 'technician' came out and removed one stain but said he couldn't really see the other one; he thought it was the colour of the material. As far as the seating cushions were concerned he said we needed to take the cushions out of their covers and plump them up once a week. This is not something we have had to do with previous suites and seemed a most unusual request. The problems continued and we complained to the point where we were given 2 new seating cushions but they were just as bad. Also over time the material began to look discoloured and shabby, even though it was not mistreated in any way. Short of having a completely new suite there really was no solution to this situation. We have concluded that the furniture is simply inferior and very badly made and obviously we will never buy anything from there again. Although we are still paying for it we are going to replace it, as we simply can't put up with it any longer.”

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Posted 4 years ago

“We dealt with Barney in the Lakeside store. I don’t think I’ve experienced customer service as good as this. He was carrying chairs for me from around the store and was so patient with me. Typical woman could not make my mind up. Decided on the Marmont sofa mixed with the Midas chair Can not recommend Sofology lakeside highly enough and Barney is an example of what gold standard customer service looks like. Looking at the reviews below re delivery time. We have been given a 12 week delivery time which I would expect from any sofa company. Maybe they have changed their delivery times now to reflect what has happened to customers below.”

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Posted 4 years ago

“Ordered on 1st July, deposit taken from account. Cancelled on 2nd July assured deposit would be refunded in 7 working days, all this verbally, can get nothing In writing and no money as yet. Shop staff very pleasant but rest of organisation poor.”

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Posted 4 years ago

“Poor poor service. Unable to get in touch and nobody willing to help. Then say they will charge me! Utter disgrace.”

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Posted 4 years ago

“Please do not purchase from Sofology, also do not do your review until you have used it. Our sofa delivered beginning February 2020, within weeks fabric puckered and foam sagging, have picture of this with date, have complained and had a visit from technician seems there is not a problem? We have been advised to 'dress' the sofa regularly? Get on your hands and knees on the floor,and push the overstretched material back and to the sides, sit on different parts of the sofa? Really? So we have and yes when you sit back on it it puckers again, also difficult to sit on different parts of sofa as where it has sagged you are then sitting on an uneven base which tips you to the side. Several emails to sofology barely acknowledged,the contents, advised continually they go by the technicians report which states there is no problem, no acknowledgement that there is a problem and their customer is unhappy. Following every one of their emails stating there is no problem I am then advised the case is closed when clearly they can see I am unhappy. I have never complained about a sofa before and have had many over the years and this is by far the worst experience made worse by the non existent customer care approach. I do not wish anyone else to have this experience so please avoid as once you purchase that seems to be the end of it. I will attempt to upload a picture of the sofa two months after delivery.”

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Posted 4 years ago

“Wait until you receive your goods before posting a review. Sofology are a bit crafty on Trust Pilot - as they email you soon after you order your sofa asking for you to post a review and this review site for Sofology is full of 5 star reviews from customer who have recently placed an order before they have had chance to enjoy (or otherwise) the full "Sofology experience" - 6 months later when you are still waiting for delivery your 5 star review may not seem so true Anyway here is my experience Ordered December 30th 2019 appreciate weve had covid so have been patient, have had a couple of emails one at the beginning of June saying my sofa was ready, had nothing more since that so i rang last week chasing they said wouldnt be delivered until end of July, apparently somehow my sofa has ended up in Scotland, we ordered from Cheltenham!! Had been promised a call a week ago on 29th June to discuss how they could improve this - still no call. Would suggest Sofology ask for an honest review from customers upon delivery of goods not upon ordering so they can post true experience review.”

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Posted 4 years ago

“Since buying my corner suite in 2016, and having the expert technician come out to repair the stitching a month later, the seats are having to be swapped over & plumped up constantly. I complained & was told to just do what you’d do with your pillows! I have serious back problems & find it difficult & painful to do this every time I’ve been sitting. I recently emailed again & explained the seats look flat & creased as if more filling is needed. The reply was that my warranty for this expired after 2 years & to get an upholsterer to fix it!! Disgusting service considering the price. I expected this furniture to last many years, the 10 year warranty covers webbing, springs & woodwork. How convenient.”

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Posted 4 years ago

“I purchased a sofa on 8/6/2020 based on being told it would arrive within 2-3 weeks (3 Weeks maximum) We missed the 3 week deadline. So after calling up and being palmed off constantly with the same story by the main contact for deliveries - I decided to keep turning up to the showroom every 2-3 days. This helped and got me a delivery date for 4/7/2020. I waited all Saturday for my sofa after receiving a confirmation email it would arrive. Around 2pm I still hadn't heard anything so I called the showroom. They looked into and It's been delayed again. I had to call the showroom to find out???? Ash the manager apologised and excuse what's happened, at the same time he couldn't give me a straight answer on WHEN AM I GOING TO GET MY SOFA!!!!!!!! I compromised my choice of Sofa based on delivery/lead time. At this rate I could have chosen my dream sofa range and it could have been delivered the same time as my compromise/quick delivery sofa which cost excess £3000. The guys in the showroom are pleasant enough but they seem powerless to make anything happen above in the event of let downs like this. My expectations have been completely mismanaged by the sales people based on whats happened, so be wary about what you order and when you expect it to arrive. As long as you're happy for Sofology to waste your days chasing them/waiting around for deliveries that don't happen, then I'm sure whatever you order will arrive but on their terms and when they are ready. I anticipate any response to this will be COVID-19 full stop. If that's the case don't say 2-3 weeks maximum in the showroom. Say it should be 2-3 weeks but could be anytime that suits Sofology because of COVID-19 you will get your sofa when the company is ready.”

Helpful Report

Posted 4 years ago

“I purchased a sofa on 8/6/2020 based on being told it would arrive within 2-3 weeks (3 Weeks maximum) We missed the 3 week deadline. So after calling up and being palmed off constantly with the same story by the main contact for deliveries - I decided to keep turning up to the showroom every 2-3 days. This helped and got me a delivery date for 4/7/2020. I waited all Saturday for my sofa after receiving a confirmation email it would arrive. Around 2pm I still hadn't heard anything so I called the showroom. They looked into and It's been delayed again. I had to call the showroom to find out???? Ash the manager apologised and excuse what's happened, at the same time he couldn't give me a straight answer on WHEN AM I GOING TO GET MY SOFA!!!!!!!! I compromised my choice of Sofa based on delivery/lead time. At this rate I could have chosen my dream sofa range and it could have been delivered the same time as my compromise/quick delivery sofa which cost excess £3000. The guys in the showroom are pleasant enough but they seem powerless to make anything happen above in the event of let downs like this. My expectations have been completely mismanaged by the sales people based on whats happened, so be wary about what you order and when you expect it to arrive. As long as you're happy for Sofology to waste your days chasing them/waiting around for deliveries that don't happen, then I'm sure whatever you order will arrive but on their terms and when they are ready. I anticipate any response to this will be COVID-19 full stop. If that's the case don't say 2-3 weeks maximum in the showroom. Say it should be 2-3 weeks but could be anytime that suits Sofology because of COVID-19 you will get your sofa when the company is ready.”

Helpful Report

Posted 4 years ago

“I’m very surprised about all the negative comments. I’m so sorry a lot of customers have had such a negative experience . Having said that however, I have to share a that my experience has been very positive. Purchased my sofas In 2016. Had to ask for repairs twice, once for a loose stud which they came out immediately and fixed , the second time was my adult son jumping on the footstool and cracking the frame. Again they came out and repaired the damage, no questioned asked. I would recommend Sofology Sofas.”

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Posted 4 years ago

“Very bad services! No one try to help. They didn.t even bother to reply to your complain. Ordered my sofa from february. Had no updates!!!!”

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Posted 4 years ago

“Mattress has gone out off shape”

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Posted 4 years ago

“everything court proceedings in process do not by from this company very nice till they've taken your money then the fun start i will keep all informed of the out come”

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Posted 4 years ago

“I am giving them a 1 only because I couldn't give a zero. Do not buy from Sofology!! We bought a 3 seater from them a year ago. From day 1 it wasn't right. When we sat on the sofa, the vision material would rise up and then dip making the fixed cushions look old and tatty. When I complained, they fobbed me off and said it would settle. It didn't. Complained again, they sent someone out who said it was the style!! To cut a long story short..... They have used cheap labour, cheap foam and now saying it's 'the style'. We originally thought we would buy the living room sofa's from here too. Thank God we didn't order at he same time. Currently speaking to the Furniture Ombudsman to see how they can help, but it's not looking good. Steer well clear of Sofology if you have any sense.”

Sofology 1 star review on 30th June 2020

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Posted 4 years ago

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

Sofology Reviews