Sofology Reviews

Name: Sofology
Rating: 1.22

1.2 Rating 1,654 Reviews

5 %

of reviewers recommend Sofology

1.2

Based on 1,654 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

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Bought a leather sofa just over 2 years ago and as 2 year warranty just finished I have to pay to get fixed. It’s the fact that I paid a large sum for this sofa and it has only survived just over 2 years. Leather started coming away from seems. So disappointed with this company. Do not recommend as quality definitely in Question.”

Sofology 1 star review on 30th March 2021

Helpful Report

Posted 4 years ago

“Delay to arrival; which to be fair was a possibility. However it went past the “expected delivery date” so I phoned them. Delivery should take place within 7 days of coming into stock; much longer plus if I hadn’t phoned them; would have been even later. I’d bought Cubos modular sofa with extra cushions and insurance; £4538. Sofa arrived damaged and without some of the scatter cushions. Around three weeks later they came to fix it; trying to tell me “it was just the foot”. They showed me a photo of where it had been “glued and screwed” and I pointed out that it wasn’t just the foot. Don’t know why they tried to lie about this. Emailed later that day; all fixed will close off ticket; we hope we have met or exceeded your expectation. Still nor news in cushions. Cue around five phone calls each time waiting around an hour to speak to someone. They emailed stating “will get back to you in 24 hours”. Nine days later I phoned and told them to collect the sofa and cushions and give me a refund. It took around 1.5 hours to “see if they could do that”. Damaged sofa and were in breach of contract not having fulfilled my order. Would never buy from again. Glad to see the back of it. Slow to refund, and I had to chase this up too.”

Helpful Report

Posted 4 years ago

“Had sofa for 5 years and still in good condition. Couple of issues with broken wooden slat on the footstool and connection on the l-shaped sofa so thought would contact them to get them sorted under warranty. Didn’t hold out much hope based on reviews but I honestly couldn’t fault them. Sent them an email request and they followed up twice with phone calls before I called back. Engineer booked in easily and promptly, he gave heads up day before on timing and was helpful, efficient and adhered to all social distancing rules. Credit where credit is due. Would recommend them for sofas and aftercare.”

Helpful Report

Posted 4 years ago

“I ordered a coffee table and lamp table almost 5 months ago. Still received nothing! I understand that due to COVID there will be delays but 5 months?? Nobody replies to my messages and nobody gives me any answers!”

Helpful Report

Posted 4 years ago

“I placed an order on 2nd November 2020 I was told delivery would be mid February 21. I received an email saying they could not delivery until mid April and if I needed an sofa they would loan me one. I have tried to get in touch for the last 5 weeks via email and phone and still no one has been back in touch. I am very disappointed with their customer service. I will be going into the store as soon as it opens again.”

Helpful Report

Posted 4 years ago

“Their after sales service is atrocious..From the minute I got my 2 x 2 seater sofas I could see the fabric was sagging.. They kept telling me it was the nature of the fabric..After weeks of phone calls and also being ignored. They decided to send somebody to take a look. He said there wasn’t a manufacturing fault..I knew there was. Finally after 4 months and employing my own inspector. They accepted there was a manufacturing fault..Do not touch this Company. If something goes wrong god help you. Even the CEO will ignore you.”

Helpful Report

Posted 4 years ago

“Not fit for purpose. Fellini says in the middle after only three weeks and their customer service is non-existant. Don't waste your money on this appalling company. If you have and are unhappy, contact the furniture ombudsman and write to BBC Watchdog. Spread the word.”

Helpful Report

Posted 4 years ago

“Sat on 30 mins .. leather sofa .. looked like I’d had it 5 years !! Going back weds !! Absolute rubbish Iv got a leather sofa from sofology before they had their sofas made in CHINA!! And it still looks great 8 years on ., £1000 for 1 sofa .. that’s prob bought for £100 from China!”

Sofology 1 star review on 22nd March 2021

Helpful Report

Posted 4 years ago

“I wrote on here not so long ago about my sofa and how I had to wait three months after the delivery date for it to be delivered. When it arrived 9th January the arm was badly creased. I wrote to them regarding the the quality of the sofa. I sent photographs showing unsightly marks due to long term storage. They suggested sending someone out to try and resolve the issues. A lady called Paige arrive at my house on 25th January 2021 with her heat gun. She told me that the creases and ridge would be away within six weeks and if not, to get in touch again. Paige said that this problem was common with sofas that had been stored for a long period of time (which I had expressed my concerns about this very same thing before the sofa arrived). I have attached the photos which I have taken today, and there really is no difference at all. Another thing which my son has noticed is that this arm feels loose. I told Sofology that I wanted matter sorted as soon as possible, as I am not happy with paying the huge sum of money for a faulty sofa like this. They have just come back to me with this email: On review of your account, we have the following options available: - new arm covers - like for like replacement - credit note to choose something else - £250.00 keep it as it is Please advise how you wish to move forward. So I have replied with this: Thank you for your email and proposed offer to resolve this matter. However, I believe you have forgotten one of the options which is mentioned in your warranty, and I quote: Faults reported within the Sofology Warranty period - A full refund, a sum of money to keep it in its current condition or a full credit note. I am not interested in any of the offers you have proposed. I’d be happy with a full refund or the minimum amount of £1000 off the price of the sofa and I keep it as it is just as long as this does not affect or compromise my warranty and care plan which I paid extra for when I bought the sofa. What an utter disgrace. They have sold me a faulty sofa but do not even mention that I am entitled to a full refund. Absolutely terrible. I’ve had nothing but trouble with them since October 2020 when my sofa was supposed to arrive. I’d recommend you keep away from this company. I will update you with the outcome.”

Sofology 1 star review on 19th March 2021

Helpful Report

Posted 4 years ago

“Unfortunately our new sofa had a fault on delivery last November 2020. 3 visits to repair and unable to fix. Had great difficulties trying to contact sofology, on phone for hours, gave up. Their emails asked us to call, but pointless. The emails seem to be cut and paste, not person centred. Someone might call, after they advised they would call, they didn't and denied all knowledge of arranging a refund or that there was a fault. Arrangements were made for a refund and date to return sofas. Waited all day and no show. So waiting to see what happens next. Have informed trading standards as I fear they will not fulfill the refund. Although we do have the confirmation emails as evidence.”

Helpful Report

Posted 4 years ago

“Don’t do it. Sofas look great, delivery is great but all made with sub-standard products. So so many angry customers. Their CEO Sally Hopson doesn’t want to know and from some of the posts on Sofology angry customers on FB it would appear that their finance company is about to pull out because if you pay on credit/credit card the credit company has to take some responsibility so not surprising with all the claims.”

Helpful Report

Posted 4 years ago

“This company is awful, we order a sofa from the store it gets promised at start of January we receive it in February, considering we ordered this in end of august joke.. we get the sofa and it has a big brown stain on the back and didn’t notice this as the guys put it in ASAP and obviously they noticed this and kept it on the low having to move the sofa as we wanted to put some art behind it noticed this stain, we then ring them to say we want this looked at and removed they then say we have to wait 5 weeks for someone to come and look at this, then they give us 2 missed calls on my girlfriends phone when she working didn’t even knock on the door when I was waiting for them so we missed our appointment as they can’t knock on our door due to covid measures which is one big joke, makes me laugh how every company are using covid for bad customer service nowdays anything goes wrong ‘ooo covid’ and now for another appointment are asking for £70 pound haha, this made me laugh, This company are so happy to take your money but not happy to help you in the event u have any issues after purchasing aftercare is one big joke in the future as this is linked to DFS won’t use any of them!!”

Helpful Report

Posted 4 years ago

“Bought reclining sofa 2 and half years ago .call customer service to report faulty mechanism.they were were not interested.only thing they offered was to send out an upholster who would repair at my expense call out fee was £78 before they even look at it. Customer service is none existent!!”

Helpful Report

Posted 4 years ago

“Absolutely appalling customer service from this company from placing an order to failure to respond to a written complaint. I was called to arrange a delivery date, but on the date of delivery whilst waiting in for the delivery, was called again to arrange a delivery date. I expressed surprise but agreed to another delivery date, only to be called by the delivery driver on the second date of delivery to tell me he hadn’t got my furniture. I was assured someone from Sofology would be in touch......they weren’t so having spent the best part to two hours on the phone waiting I finally spoke to someone who told me that the order I had placed and paid for several weeks before had not been placed due to an error in their system. It was suggested the order was placed again and I wait another 16 weeks for delivery. Not surprisingly I chose not to take that option and have received a refund. I wrote to express my dissatisfaction and did not even receive an acknowledgment of the complaint. My advice would be to avoid this company unless you enjoy wasting your annual leave waiting in for a delivery of furniture that is not going to arrive because the company have never ordered.”

Helpful Report

Posted 4 years ago

“Horrendous !! I bought a sofa online from them a couple of months back. As it was an In stock item, the delivery was within 2-3 weeks. In a couple of days after ordering, i was told that the delivery can be scheduled and it is time to pay. I paid for the same online and chose a delivery date. A couple of days later i again contacted them to check if i can amend the delivery date. I was told that i cannot as the sofa is being transported, which was an absolute lie. Day before delivery i got a txt suggesting that the delivery will not be made the next day and i must ring up their customer service. Wait times are 30 mins min for anyone to answer. I was told that the sofa was in some other depot (Bury) and it was not moved and since it is in between weekends, i must book the delivery the next week. I had no option but to pick the earliest date available. Again, a day before the delivery i received a txt suggesting that they will not be able to deliver and must call customer service. Another 40 mins of my time on the phone - I was given a reason that there was a problem with the warehouse and was rebooked. On the day of the delivery, i had no communication from them. After waiting for more than 1/2 a day, i called them and the customer service folks suggested that i must expect the delivery between 1-4 and it is being delivered the same day. Nothing came. I had to call back again (30 mins on the phone again) finally the rep made some enquiries with the warehouse team and hold me that they have a problem. They are not able to find the sofa i had ordered and it is missing and needs to be investigated. The rep suggested that i should expect a call from sofology soon (no timeline)..I have been waiting since. They have taken my money but not delivered anything except agony ! I will never ever buy from these dodgy operators and I will recommend you as well to avoid the pain. Stay away from these guys.”

Helpful Report

Posted 4 years ago

“We've now had our Finchley sofas (2 x 2-seaters) for just 3 months and although they're generally comfortable they are looking as though we've had them much longer. There is only the two of us but the cushions can look creased and saggy. In order to avoid this we have to switch/turn the seat and back cushions every day! If we leave it more than a couple of days they look very shabby. I contacted Sofology about this soon after we took delivery and was told this was the sofa we'd chosen and owing to the materials used we had to appreciate that this type of cushion would need turning daily. I wish we'd been told that at the time. We were given all sorts of other advice - inc. that my husband should check himself for testicular cancer!!! We're usually so good at looking at reviews before buying goods, particularly when spending a lot of money, but this time for some reason we didn't. How we wish we had.”

Helpful Report

Posted 4 years ago

“It was when we could go to stores, just after the first Lockdown in October, we went to look for a sofa. We came across Sofology. No deals, that's the price..quite good salespeople. We found instead of a sofa two reclining seats- with motors and the manufacturing name was Radley. The details suggesting a UK manufacture, the name sounding British the sample chairs comfortable, we went ahead. Furniture made in the UK considered first class. Radley- so outstandingly British. The due date of delivery January- made to order and to your specification. Late February comes to an email saying the seats are in a container stuck in transit from China. I phoned and advised the furniture was not UK manufactured but "passed off " as that. Not only was this deceptive, but given China's Human rights record I was not wanting this delivered and to have the order cancelled and a refund of the deposit. The person on the phone noted my concerns and said that a sales dept. staff member would phone within 24 hours. I waited and waited and finally after 10 days phoned again. This time the person was more direct, defended the company, she said look at the company's Slavery Policy and cancellation policy. Human rights violation.. or the Slavery Act, two different things but there is a connection! My complaint is in two parts to do with the Misdescription of Goods or Sale of Goods Act, and my concerns as to China's record in human rights. She then said she would speak to the sales manager. I held, she did and that party advised to tell me that I was canceling the order and that 1/3 of the cost would be due. I explained it was not a cancellation I was complaining about Misdescription, passing off as British goods and my concerns regarding purchasing from China. I wanted the contract to be Void. Deposit returned. I asked if the call was being recorded the retort was are you recording it! I was polite and calm, the sales individual could not further assist. I was again told that the sales manager would phone me within 24 hours.. not happened, it's 3 days and counting. The salesperson did suggest they were recording the call-I said that means you require to give me a transcript of the call and send this by email, not happened. Looking at the sofology website the theme throughout is "we.. this and we that" suggesting direct involvement in the build process and service. No, this is not an end-of-line sales service from the manufacture, it's a distribution sales point, an agency set up to sell goods seemingly with roots in the UK.. made elsewhere but not identified. If you look at the website you will see a great play of contribution to replanting woodland- That's interesting, the very small contribution they make is thoroughly commendable if it were not for the fact that the trees being planted are in the UK, not where they are being removed in China. Its ESG and CSR window-dressing adding the further suggestion that the manufacturer is in the UK. I will continue to ensure that sofology makes more clear what they do and be honest. It will be a fight.. More should ask the company where is this stuff made.. know of this "deceit" using Radley and other names which are the face of Chinese goods. It's not for me to say do not buy Chinese goods- it's to know what I'm buying. That's a Duty of care missing in sofology marketing. Made in China not the UK.”

Helpful Report

Posted 4 years ago

“Horrible company, horrible customer services, horrible experience from start to finish.”

Helpful Report

Posted 4 years ago

“I don't think the quality is good, customer service department is a joke as I'm still waiting for a call back from them since December. I would definitely not recommend to anyone I wish I had gone to another company.”

Helpful Report

Posted 4 years ago

“I bought 2 & 3 seater Felini leather sofas from Sofology in 2018. Initially I had problems with noticeable markings on one side of the 2 seater. It took months before eventually home serve came and replaced it. Now the seats dip/sag permanently where you sit! They say to regularly plump them but it’s impossible as they’re fixed cushions with no flexibility to plump! Wish I’d never bought it!!!”

Helpful Report

Posted 4 years ago

Sofology is rated 1.2 based on 1,654 reviews