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

“Ordered sofas at Solihull branch in July paying cash at £2760. I was in no rush for them to be manufactured as my sofa at home was only being replaced due to changing room colour. After having emails and phone call confirming delivery in nov 2021 I booked day off work and donated my old sofa to a hospice shop. On day of delivery I had phone call saying my sofa wasn’t ready with no expected delivery date to give me. A delivery date was given for jan 8th 2022 and when sofa arrived ( in a battered old van driven by couriers) it was found that it had been manufactured in the wrong colour. After refusing to take the sofa it was loaded back on the van and I visited sofology Solihull for a refund. The refund was prompt but no explanation was given to me after waiting 7 months for a sofa. Please do not use this company, as now I have to order another sofa elsewhere after being without since early nov 2021.”

Helpful Report

Posted 3 years ago

“Absolutely shocking customer care. Waited 8 months still no sofa time after time of false promises. DO NOT USE THIS COMPANY !!!!”

Helpful Report

Posted 3 years ago

“I've had a shockingly horrendous experience of dealing with Sofology and would never recommend this company, or DFS (same parent company) to anyone. My initial visit to the Hull showroom. On 23rd November was great, Sophie and Craig were really helpful and informative. I purchased a sofa and chair in the clearance section and physically sat on the sofa which was in excellent condition. I was assured delivery would be within 10-12 days as the sofa needed to be shipped to South Yorkshire to be placed for delivery with the chair. Delivery arranged for 8th December after I chased this. 8th December I was contacted by the delivery driver to say the legs of the sofa were damaged and he would return to the depot for this to be fixed, assuring this would be resolved within a week. After continually chasing the repair / re-delivery, I was worried to hear that the chair was in South Yorks and the sofa in Doncaster, but no one in customer service could get through to the Doncaster depot, which was not staffed. 21st December after many calls and having to resort to going back to the store, I was provided with a loan sofa. 22nd December, I was informed my sofa was repaired and with the chair ready for delivery - arranged for 24th December. 24th December, delivery of one damaged sofa and no chair was attempted. I refused delivery as the sofa was not at all usable. Again, it was left to me to chase customer services, often on hold for more than an hour. It later transpired Sofology do not have technicians in Doncaster and the sofa should never have been sent there for repair. 31st December, after contacting Adam Smith (Director of Customer Services) via Facebook, I received a call from Natalie in sofology HQ priority team, set up to deal with similar concerns and complaints. Again, further emails were sent to Doncaster with promises of being phoned back with an update. After hearing nothing again, I called Sofology again on 4th Jan to be told the chair is missing and asked if I wanted a credit note or a refund. I asked that the chair be located, as it's a large item, I struggle to understand how it has gone missing. 8th Jan I was contacted again by Natalie from the priority team and was informed that the chair has been searched for and remains missing. If I want a refund, collection of the loan sofa will need to be arranged. Search for The Scottish Sun to see an article about how sofas are stacked outside a warehouse in Scotland, and look at pictures of their shambolic warehouse. It is no wonder items are damaged. The Sofology Angry Customers page on Facebook highlights that thousands of others are in a worryingly similar predicament. Do not use this company, their customer service is non existent, internal communication is severely lacking and you will be promised updates that never happen. Take your hard earned money elsewhere and avoid this company.”

Helpful Report

Posted 3 years ago

“What went right???? Missing bit of a sofa....missed delivery dates....unable to contact anyone and they still want your money even when the quality is very poor.”

Helpful Report

Posted 3 years ago

“Absolutely appalling service. 2 failed deliveries. Waited in 2 days-sofa never arrived! No response. Have written twice to the complaints department- no response. Unable to get through on the phone. Now referred to the Ombudsman. Avoid this company at all costs- absolutely disgraceful.”

Helpful Report

Posted 3 years ago

“Terrible company. They don not communicate with you after they have your money. I would never deal with them again.”

Helpful Report

Posted 3 years ago

“AVOID AVOID AVOID. Would give this company minus 10 if I could. They took my old sofa beginning of Nov. I've only had a dining chair to sit on since then, not good when you're in you're 70's. After the third failed delivery spoke to customer services (took 3 hours to get through), asked where is my sofa he replied "in the warehouse with all the others". I asked for a delivery date and he couldn't give me a date! I cancelled the order and had all my money refunded within 5 days. Have ordered new sofa from Oak Furnitureland which is being delivered on Tuesday.”

Helpful Report

Posted 3 years ago

“Order was delayed, absolutely zero customer service. The company is quick at taking your money inshore then you're left to just hope your delivery turns up at some point. Buy your sofas somewhere else as its not worth the stress. When our sofa finally arrived it never came with feet so you couldn't even sit on it.”

Helpful Report

Posted 3 years ago

“Terrible. One sofa arrived in wrong colour, wrong fabric and with wrong feet. Impossible to get in touch with customer services. Eventually got through after many attempts, now just a 16 week wait for the correct sofa to arrive….. not holding my breath though!!!!! Worst company I have EVER dealt with.”

Helpful Report

Posted 3 years ago

“Ordered a 3 seater corner sofa for my elderly mum (81 years old) and the week before Christmas they delivered a corner and an end piece to her! She waited 3 weeks after me spending hours on the telephone to customer services and sending numerous emails on her behalf, to finally be informed that they had “lost” the 3 seater section. No apology, no one returns calls, no compensation…please save yourself grief and unnecessary hassle and avoid this company.”

Helpful Report

Posted 3 years ago

“Absolutely horrendous experience. Do not buy a sofa from here. I have waited 9months & spent hours & hours on the phone to people who cannot even help you. I eventually had to give up after my sofa was missing & nobody knew why. I am waiting for a refund & it’ll be interesting to see how long that will take.”

Helpful Report

Posted 3 years ago

“Descriptions completely inaccurate. First was told item was in stock. After I paid, was then told would be 6 months to deliver. Finally received today only to find that the description indicating it was three pieces was also inaccurate. The sofa arrived as two pieces, so wouldn't fit into lift. Calling customer service resulted in two options. Pay a fee of 20% original price to order a new item and likely wait another 5-6 months due to supply. Or cancel for a 30% fee. So £1000 gone for nothing. So frustrated with this entire experience.”

Helpful Report

Posted 3 years ago

“I have purchased a Clarence corner sofa. It was fine when we took delivery, but after a while, just a few weeks we had creases in the fabric. We were told to pat the creases out by hand, which didn`t work and the creases remain. I would like to know if anyone else has the same problem with this model sofa.”

Helpful Report

Posted 3 years ago

“Worst service of my life, huge regret.”

Helpful Report

Posted 3 years ago

“Can only add that the customer service you receive from this company once they have taken your money is absolutely appalling! If you are one of the few lucky ones to receive the correct order then great but if you have a problem, such as a missing item, you have zero chance of getting anyone to sort it! It would take too long to list the attempts I’ve made to contact this company and sort the issue, even visited the Golborne warehouse in person! I only wished I had seen all the comments on here before we ordered, we would never use this company again simply for the fact it’s so difficult to get hold of anyone and even when you do no one follows things up for you! The most frustrating and time consuming purchasing experience ever! Would give less than one star if possible.”

Helpful Report

Posted 3 years ago

“ABSOLUTELY DISGUSTING COMPANY Not sure how this company is still operating. Failed to deliver 1 of our armchairs and had no response from them for around 6 months. Ended up having to go to the Furniture Ombudsman to be told that they no longer make the sofa we ordered (although it is still showing for sale online now) and only option is to collect the other sofas. What a waste of a year of our time. They have not even apologised once through the process. We read the reviews before ordering and hoped we would be one of the lucky ones.. don't make this mistake too!”

Helpful Report

Posted 3 years ago

“Dont use this company they will let you down big time”

Helpful Report

Posted 3 years ago

“Ordered a 2 seater an arm chair and a footstool on 2nd Sept 2021 was told it would be here on 26 Nov 2021 then the phone call came, our footstool was ready for delivery and we tried to tell her we had 3 items for delivery and she just put the phone down on my wife.we then got another call on the 14.12.21 saying they were awaiting our 2 seater,so we recommended they do the delivery when they had all items in stock. 28.12.21 we had confirmation the delivery was now ready and they wanted a date to collect our old sofa at the cost of £90 . By this time was not sure of their reliability so went to Croydon store to confirm with joy in cust services she confirmed and took our final payment. 30.12.21 our old sofa was collected. 31.12.21 a phone call at 9am to say our sofa was not loaded on van and could take an extra 48 to 72 hours not including the bank holiday bearing in mind it is now new year's eve,was told a manger was to phone me immediately,never received A call so had to call back only to be told our complete order has been lost and it would take another 7 to 12 weeks for it to be manufactured?? Or we can have a refund,now please bear in mind these clowns have now removed our old sofa's and my wife has quite bad arthritis and have ended up going to argos to buy a poxy blow up chair so we have a seat but the sofology team did not give a damm. Now the staff seem really really nice and we originally came away from the store after spending £3000 feeling we had made a great decision,my god how wrong were we they just don't care we are now fighting to get our money back, I will follow up on this .. Please avoid this company at all cost they could not run a bath”

Helpful Report

Posted 3 years ago

“sofa was ordered 19/06/21 and have had 4 failed deliveries the customer service is absolute shambles and to be honest they are lucky to get 1 star. The buying of the sofa was amazing but as every one says the customer service is a joke. I would never refer anyone to this company. They need to look at all these complaints and hang their heads in shame”

Helpful Report

Posted 3 years ago

“We ordered a 4 seater sofa, long foot stool and two scatter cushions in August 2021. The delivery date was given for mid November 2021. We agreed to receive the goods in mid December 2021, but received no contact to arrange the date. We contacted the company, paid in full and took delivery on 18 December 2021. However, the sofa had fabric damage in two areas (front and right arm). The delivery was refused and the goods were taken away by the driver and his assistant. We were told we would be contacted by Customer Care within 48 hours. No call received. We returned to the store where the order was originally placed on 20 December and were told we should have accepted the defective goods and allowed the company to make subsequent repairs. We asked for our money back, save the deposit whilst we waited for the company to resolve the issue / order a replacement, but were told we had to cancel the order and start all over again!! The manager took notes and promised us a call from Customer Care within an hour so they could outline our options. The call never came and we have made three subsequent calls to three separate members of Customer Care. All failed to call us back. We eventually managed to secure a refund and were refused the option of making a formal complaint!!! This company has shocking after care for their customers (as demonstrated on this review site). We intend to highlight this to others so they don’t suffer the same experience.”

Helpful Report

Posted 3 years ago

Sofology is rated 1.2 based on 1,655 reviews