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

“Do not buy from Sofology, ordered a corner suite and 3 peice suite. On the day of delivery corner suite arrived with a rip only 2 arm chairs and part of a 3 peice suite, 3 weeks later still not recieved the missing part endless time in a queue on the phone to be fobbed off every time with someone is looking for it in the warehouse, to its been found given a delivery date and guess what it never arrived. I have now asked for the suite to be taken back so I can purchase a suite elsewhere. Awaiting response to this, absolute nightmare of a company the whole experience is upsetting and frustrating. Pictured is the part of the sofa that is no good without the middle and end.”

Sofology 1 star review on 22nd August 2021

Helpful Report

Posted 3 years ago

“I wish I'd read the reviews before we ordered our sofa and footstool. They both arrived in about 12 weeks but...different colours. Now I can't seem to get anywhere to get the wrong one sent back and replaced. Their lack of customer service is absolutely appalling. The store manager has told me that the sofa is in the depot but he 'can't order it to our house as the delivery system is different'. What does that mean? Will have to go into the store for a third time as yet again I'm just waiting and waiting for someone to get back to me......”

Helpful Report

Posted 3 years ago

“The worst customer service we have ever had! We bought a clearance sofa that we saw in-store and were told we could get it delivered the next week. We were told it would be wrapped up that day. After waiting 2 weeks we got a phonecall to arrange a delivery date 2 weeks later. I questioned why we had to wait that long when we were told we could receive it within a week and was given some excuse which I accepted. Then the day before the arranged delivery date we had a phonecall left on our landline cancelling the delivery for the next day with no apology or reason given. We tried ringing on 3 occasions to be on hold for 2 hours before the call was cut off. We emailed and got a standard reply after 3 days which failed to answer our question about when the sofa would be delivered. We then went into the store and spoke to the manager who said someone would ring us within 5 days to rearrange delivery. We did not receive a call so went into the store again to cancel the sofa altogether and get a refund. We were told that it could not be cancelled in-store and we would receive a call from head office within 2 days. We asked for the regional managers name and were told that can't be given to us. We said what guarantee is there that we will be rung at all and we just want a full refund now. The store manager said he can't cancel it or he will get sacked. We asked what the issue is and he said he could not tell us. We have found the service appauling and by far the worst experience we have ever had. Sofolofy have had our money for 6 weeks and cannot even have the courtesy to resolve the issues or begin to explain what is happening. We would never use them again or recommend to anyone else. Ever. I suspect they will go into administration before long.”

Helpful Report

Posted 3 years ago

“So I ordered my sofa online after going to the store to see it. Got an email on 27/07/21 to say my order was made and that once it was at sofology I could book a delivery but it was due about 09/09/21. Received another email on 04/08/21 to say my order wasn't made (due to covid.....God knows how long that excuse will last) and delivery isn't expected till 04/10/21. PLEASE BE AWARE THAT MOST ORDERS ARE SITTING AT DEPOTS STACKED UP TO THE CEILING ON TOP OF EACH OTHER AND THOSE THAT DON'T FIT INSIDE ARE STACKED UP OUTSIDE UNDER A TARPAULIN. The depots are in chaos and the delivery guys don't know which sofa belongs to who as there's no order numbers on the sofas. I have that on authority from someone who works at dispatch!”

Helpful Report

Posted 3 years ago

“AWFUL SERVICE, my items arrived missing, the replacement have been damaged and then when they sent item put again they did not deliver despite arranging a delivery time slot and date with me. They also did not refund me untill multiple attempts to contact them were made. Really disappointed. Phone customer service team.take about an hour and a half to answer each time. I have contacted them on multiple occasions. Web chat service don't respond to you. Don't buy not worht the hassle when things aren't right.”

Helpful Report

Posted 3 years ago

“I have same situation after I have read those comments. I placed the order in early May and I am so regret that I have made full payment. My sofa was estimated delivery on 28/7 but I am still waiting for it. After I asked online, I have only got a standard message that due to lack of driver. Today, I found that my order has disappeared at online account. What's going on? This is so terrible, how to get a refund? I am newly moved into UK. Should anyone can tell me how to complain the company and get back my money by legal action? Thank you so much. I am so regret that I didn't read those comments before I ordered.”

Helpful Report

Posted 3 years ago

“Spent £5000 and after many months of them cancelling deliveries at the last minute, being unable to get through to anyone on the phone or online, I’m left with no option but to take legal action to try to get my money back. As many others have said, Sofology is uncontactable once they’ve taken your money. PLEASE do not make my mistake, don’t keep these people in business so that they can cause this amount of stress to others. We can’t let big companies provide ZERO service (and in my case ZERO goods) in exchange for money and just say “ah that’s life”, it’s criminal. If it was an individual who’d taken your money then refused to answer the phone or arrive with goods you’d contact the authorities and a solicitor. They said my order was ready (in some automatic messages which you’ll soon find are the only contact you’ll have with them) and asked me to pay the balance for my order, which I did. The target delivery date came and went (by over a month), and I attempted to contact them to find out when I could book for (they had said I can book online etc but the options were never available). They never got back to me but after MONTHS I was able to select a slot online. They sent me a notification the evening before my initial delivery to cancel, leaving me to spend 3 HOURS on hold at a time to try to get through to someone (it took several attempts as their phone system would cut out/hang up and I also have to go to work and can’t spend entire DAYS on hold), whilst listening to a 3 second loop of music and a patronising voice message saying to use the web chat feature (which I attempted to do dozens of times but never once got a reply). Many times the phone simply says “there is no reply” and cuts off, after literally hours. When I eventually do get through to someone they’re rude, rebook the delivery and then fail to show up. The online booking services don’t work (certainly not after the initial booking, at which point your order and various options are removed from your profile) so you HAVE to attempt a phone call. And the web chat feature which has ‘average response time: just a few minutes’ written on it is never answered. Okay I expect some hold time when dealing with a call centre, and sometimes deliveries can experience problems, but when a 2 hour wait is the MINIMUM and when you get to FIVE missed deliveries, that’s deliberate. They remove your order information from the ‘MySofology’ portal once the first delivery is missed (by them), and then you’re stuck as there’s no further interaction available online (not that it worked anyway) and it takes hours to get through on the phone. I noted their ‘customer promise’ of £50 if they delay your delivery and after asking several times, when I actually got through to a human, they agreed….then never followed through. It barely would have covered the phone calls at this stage but it would have been SOMETHING. I can’t accept the loss of £5000 and an endless cycle of auto messages as anything other than a scam.”

Helpful Report

Posted 3 years ago

“I don't think I'd have enough space to fit everything that has gone wrong with this purchase in this box based on other people's reviews saying the same. Copied from my Resolver complaint dated 01/08/2021 and still awaiting acknowledgement: "I placed an order for a clearance sofa in May, with an estimated delivery date of 20/05/2021. I found that after a number of issues in booking, numerous phone calls and delays waiting for a change of address, the sofa could not be found in the depot and actually apparently never existed. I spoke to Olivia in Customer Service (after approximately a total of 15 hours on hold over a number of phone calls (some up to 3 hours on hold before being cut off or hung up on), She arranged for an alternate item that matched the original purchase, another clearance item, to replace the one I had ordered and after a few chase up attempts over the course of a few weeks (including some extended delays due to her being off work) we then found out that the item had been sold by auction within this period so was also no longer available. I was then offered a refurbished sofa, with the inclusion of a refurbished love seat, a refund and compensation for the inconvenience we had gone through in the extended period of waiting, which included taking time off work to wait for deliveries that never arrived, having to hold off sales of old sofas, then being without a sofa because of being let down on the 2nd order failure and having to use makeshift furniture until a loan sofa could be arranged. At the last point of contact with Olivia, over 5 weeks ago, I was advised that 1 item was already at the local depot and the other anticipated in the following couple of days, after which delivery could be arranged and the issue resolved. However, I have not heard a thing back and have had to come to the conclusion that she has either taken an extended period of absence or no longer works for Sofology. Unfortunately, it appears this has also applied to the rest of the work force, as it is physically impossible to speak to anyone over the phone (calling customer services or the delivery dept. puts me around 45th in the queue and systematically cuts me off after about an hour now), no one has even read the online web chat messages I have been sending and I have no way I can find out what is going on with the order." I will be going into store soon to give you hell, not to mention the sharing of all of the communications (or lack of) across social media imminently.”

Helpful Report

Posted 3 years ago

“In store service was great. Ordered, paid deposit, given a delivery date. Received two emails telling me my order would be with me soon and to pay balance. Did so and delivery date immediately changed by a further four weeks. Now my order seems to have disappeared from the “my sofology” page. Can’t get through on phone. Emails not responded to, web chat ignored. Absolute nightmare, making me feel ill, would urge people not to buy from this company. Shame there’s not an option for zero stars”

Helpful Report

Posted 3 years ago

“My parents had there delivery not turn up on 3 occasions!!!! (Each time nobody explained it was not being delivered) not even a courtesy call and when you ring them they pass you to 3 different people and blatantly make excuses. Would never recommend.”

Helpful Report

Posted 3 years ago

“Very disappointed never known anything like this. Delivery service something else.”

Helpful Report

Posted 3 years ago

“Please do not purchase from Sofology. We ordered two sofas with a promised lead time for delivery of 14-16 weeks. The order was delayed by a further two weeks which was accepted. 4 separate text messages confirming delivery dates and times but no delivery. 5 phone calls to Customer Services later after holding for a combined time of 12 hours 30 minutes delivered not our sofas but a ream of excuses from issues with supplies, didn’t get loaded on to the truck, lost in their Basingstoke distribution centre. Sofology offered a £50 refund for each failed delivery. Our order total was £3300. I gave them one last chance to deliver my sofa after they confirmed it was in their warehouse. I was told the delivery would be with mr around 1415 and I was delivery number 7. Nothing. I rang Monday morning and after 75 minutes of holding I demanded my deposit of £1498 back which to be fair they processed immediately. Initially they said they would call me back in 5 days to process the refund. No chance was I accepting this. I then went to a Swedish furniture store and purchased 2 chairs and a sofa with a 10 year guarantee for £800. I hired a van from the store for £20 and delivered my own furniture. The Trustpilot reviews are also very suspicious. Again, avoid this company like the plague.”

Helpful Report

Posted 3 years ago

“Had I been able to mark nil star, I would have done. Ordered a suite over the telephone as we were told we couldn't have the one in store. We subsequently received an email thanking us for our custom and we were given delivery date of 5th August. We disposed of our old suite prior to this so effectively have nowhere comfortable to sit. This date came and went without the delivery turning up and no reasons or excuses have been made. Trying to contact Sofology on the telephone is pointless. I was told the I was number 53 in the queue and having waited for over 1/2 an hour the phone went dead During this time they play the most horrendous music which no-one will listen to for very long and in my opinion is designed to get rid of you. The so called chat line promises an answer within 72hours but I got the runaround and was constantly asked to give details of my order. My wife eventually made contact with a member of staff at the Doncaster store as we were told that this is where our suite was routed. He appeared most helpful and organised a new delivery date of the 18th August. We were informed that we would receive an email confirming delivery. This has not happened. So we have nowhere to relax and have absolutely no idea of how to progress this order. I am seriously considering the small claims court to get my money back and put it all down to a bad experience. The boxes below relate to delivery I can't score them as the suite has not been delivered. I sincerely hope this review will help someone else avoid what has been a very stressing experience.”

Helpful Report

Posted 3 years ago

“Pathetic customer service. They are very good at sales and worst at customer service. I am still waiting like many many others to get a delivery which they have rescheduled 4 times now.”

Helpful Report

Posted 3 years ago

“We ordered our sofas in February was told delivery would be may/ June received a email end of may saying there was a delay our new due date would be august 24th,,yesterday another email to say our delivery will now be October 😡that will be 8 months wait time absolutely not acceptable!! Given priority email for sofology with no response to emails what so ever 🤬 waited in queue on telephone for 3 hrs with no answers at the end of it we will not be buying from you again !!”

Helpful Report

Posted 3 years ago

“I ordered sofas in May 2021. Delivery was due August 2021. In July I received an email stating my sofas had been manufactured and were due to be delivered on time. I needed to pay my outstanding balance and I could then choose a delivery date. I paid my balance in July and the delivery date option did not appear on my online account. I visited the branch to be told they couldn't help. estimated delivery has now changed online to September. On phoning I have been number 58 and then number 42 in the queue. I have been cut off after waiting over an hour each time to speak to someone.I have emailed the CEO and I am waiting on a response. This service is appalling. The company have thousands of pounds of mine and I have no sofas. They have breached my contract and no one is willing to assist. Do not purchase from sofology.”

Helpful Report

Posted 3 years ago

“What went right you mean...! Ordered in May. Told 9 weeks but expect in 6. Only halve order arrived. This is of poor quality and damaged. Shop not interested. Customer Servives non existent within an hour. Assurances given by email but lies about trying to call. Your company isn't fit for trade. Trading Standards have been advised. Just want a refund!!!”

Sofology 1 star review on 17th August 2021

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Posted 3 years ago

“I am still waiting on thousands of pounds of furniture ordered in spring. Their customer service is beyond shocking. Hours of waiting on a phone line, no one responding on their web system, sporadic responses to emails. This was furniture I ordered for a business, paid for in full, so the funds are tied up with them leaving me unable to buy elsewhere. Also on their website it says they refuse refunds due to delivery delays. If you want anything this year, do yourself a favour and buy from somewhere else.”

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Posted 3 years ago

“If you were to give an example of what NOT to do in this kind of sales process, they are it. Delivery days 1 and 2..... Nothing. Not even a phone call. Offered 10% refund to prevent the order being cancelled. Accepted, and they cancelled the order anyway..... Communication seems to be the last priority for this company. I can't even understand how they are doing business having read the other reviews!”

Helpful Report

Posted 3 years ago

“I bought a chair for over £800. I received an email asking me to pick a date for delivery. I picked a date, but did not receive any other correspondence. Or my chair....I went to my sofology store to discuss the phantom chair. The manager was horrified that this had happened and assured me that he would raise a ticket, get it sorted and some one will get back to me...I'm still waiting, I have have made no less than 3 trips to the store, where it still says my chair is in transit. What I can't understand is that you can pay a deposit in store online or over the phone, but for a refund it has to come from head office, who you have zero chance of getting through to, and who never contact you. I wish I had read the complaints on here before purchasing a non existent chair. I just want a refund and to cancel the order with this joke of a company. Seriously this is the worst purchasing experience I have EVER had.”

Helpful Report

Posted 3 years ago

Sofology is rated 1.2 based on 1,654 reviews