Sofology Reviews

Name: Sofology
Rating: 1.21

1.2 Rating 1,661 Reviews

5 %

of reviewers recommend Sofology

1.2

Based on 1,661 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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Sofology 1 star review on 10th September 2025

290

Anonymous

Anonymous // 01/01/2019

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“Sofology sales-people mislead customers into submitting a 5 star review on Trustpilot at point of sale when in fact customers should reserve final judgement until they have actually taken time to use their sofas. Mine, as numerous other customers purchases did, sagged, creased and looked deflated within a few weeks of use which Sofology try to fob off as being badly maintained by the customer when in fact their products are sub-standard imports from China. The showroom sofas are of far superior quality and used to lure customers in. I got fed up with their atrocious and aggressive aftersales team, skipped the Furniture Ombudsman and filed a small claim against them. Within a day they contacted me to arrange a refund and collection. They sell overpriced, imported tat made of sub standard leather and filled with cotton wool.”

Helpful Report

Posted 6 years ago

“Thank god l came across this site.l was just about to part with a lot of money and buy a sofa & chair online.Due to system failure at the bank l was unable to get my money.Then l read all your reviews.Very scary.This company should be shut down.l will now look elsewhere.”

Helpful Report

Posted 6 years ago

“Our sofa and chairs were delivered in January 2017. The salesman was so pleasant,friendly and plausible we were persuaded to take out the warranty. We were told how it would cover stains ,damage etc and how wonderful this cover was. This cost £156 and we paid £39 for the sofology leather cleaners. As the furniture cost so much we really looked after it and cleaned it about once a month. In July I was cleaning it and I noticed a light coloured patch on one chair before I actually cleaned it. Still I thought I've got the warranty and I phoned them to be told they wanted me to do it on line. I explained that as we were older we'd rather complete a manual form. I was told someone would ring back. Over a week later I got a phone call asking for my address to send the form. Why the person I initially spoke to couldn't have done this I don't know. Any way I completed and posted the form. About a fortnight went by and I got an e mail asking for the details I'd already entered on the form. However I duly responded with the same details. I then received an automated reply saying that I would receive a reply within 5 days. Another two or three weeks passed so I phoned up. The person I spoke to didn't know what was happening so I asked if I could speak directly to the team dealing with the claim. They don't take incoming calls! I was assured I would be contacted in 5 days. After another two weeks I finally got a reply rejecting my claim. They stated that I had claimed the damage was caused by Sofology's care kit. They say that under the terms and conditions they only cover furniture where their own cleaning products have been used. I cannot find this in the small print and at no point did I suggest that the damage was caused by cleaning. Also why did the store persuade me to buy the cleaner if it invalidates the warranty which they also persuaded me to buy. I am disputing this with Castelan with no hope of a solution. Sofology may not be concerned as they have had the money for the suite but I will need anew suite at some point in the future and won't be returning there”

Helpful Report

Posted 6 years ago

“You might be thinking with an average rating of 9.2 you have nothing to worry about but you are wrong. Customer service until you order is great after delivery is where it all goes downhill BELIEVE ME. My sofa delivery arrived and out of the sofas I ordered, one came in the wrong colour. So it was refused and sent back I was given a number by the delivery driver to ring but had no help whatsoever. I was told all customer service is via email as they don't want their customers to wait on the telephone. It's absolutely nonsense!! So you email and wait for a reply sometimes it takes days and other times over a week. So it becomes a long and draining process of emails back and forth. The long and short of it is that after over 3 months I have now requested a refund as some of my family have had to sit on the floor due to not enough sofas so I can order from somewhere else. But they refuse and say they do not offer refund even though they are to blame. Seriously be aware before you order here”

Helpful Report

Posted 6 years ago

“Leather peeled off under 1 year and the company is blaming me for what I have used to clean the sofa when all I use is leather wipes”

Helpful Report

Posted 6 years ago

“Broken recliner reported to customer services March 21st via email chat. Waited 8hrs, no assistants replied. Site closed down at 5pm. Hardly any contact from Sofology. Engineer sent out after a 12 week wait (replacement motor) wrong motor ordered. 2nd visit wrong motor again!!! Engineer noticed it wasn't the motor but the button cable that was faulty. New switch ordered, wrong switch. 6 MONTHS we have been waiting!!!! No one contacts us, we have to make most of the calls to Sofology. Still waiting for solution.”

Helpful Report

Posted 6 years ago

“Cushions in store must have a different filling as ones on sofa bought sink dramatically despite constant plumping up. Customer services are a joke - lots of e-mails from different people within minutes of lodging complaint, satisfaction surveys issued when nothing resolved. All hiding behind screens and phones - appalling. Do not use this firm!”

Helpful Report

Posted 6 years ago

“Shocking service, I've waited a full year to have my sofa fixed now instead of fixing it properly they're trying to bodge it up. They have been out 4 times now and brought the wrong part each time, I've been waiting for them to bring foam for 6 months and now apparently they can't replace the whole cussion they can only pack it. Terrible company who seem to pay for reviews on trust pilot.”

Helpful Report

Posted 6 years ago

“Not happy at all.. Me and my partner visited the store 11 weeks ago and measured our perfect sofa.. We knew it wasn't going to fit through our doorway as we had checked our measurements, so we walked away.. When a salesman then comes over and asks if he can help. We explain our situation and he replies 'hang on let me take a look on my ipad, we my be able to take It apart for you and have our delivery drivers build it in your living room'. He then specifically said it would be fine as they can take the back arms and legs off and even showed us on the iPad convincing us it would be fine. Great! So off we went to buy it.. To find after waiting 10 weeks and sitting on a bean bag! That the sofa can't fit through the door.. Funny that! We said it wouldnt in the first place. Anyway it came in 2 pieces and none of the back arms came off or nothing so we was falsely sold this sofa! Fuming! After being let down we then try to get through to customer service after being passed on to department after department (5 days later) I get told Its mine and my partners word against the salesman in the store.. So basically if he doesn't admit what he told us, our only option is 30% of our refund will go to sofology leaving us £500 short.. Sorry this is just robbing us in broad day light and is not acceptable. We are first time buyers and cannot afford to loose this kind of money. The salesman is on holiday at the moment and so I am having to now wait another week to see if he admits he messed up.. I will update in a weeks time. Tamara & Sid”

Helpful Report

Posted 6 years ago

“Poor customer service. Charging us £900 due to the fact they themselves have broken the contract. No intrest in sorting the issues. Seems the get away with daylight robbery. AVOID!!!!!”

Helpful Report

Posted 6 years ago

“Crappy quality furniture useless aftersales had 5 visits from technicians and still not sorted our sofa”

Helpful Report

Posted 6 years ago

“I cannot emphasise enough how abysmal this company are to deal with. We currently have a sofa and chair which have collapsed, in their words, settled, however, it has collapsed as they use fibre in the cushions. Imagine a pillow which over time you replace, I do this every 6 months, do you want to replace a suite every six months, NO!!! The quality of the sofa and chair is abysmal. I have gone through their process and according to them there is no fault. Their technician advised the suite is supposed to look old and baggy.... really!!! If I had wanted an old baggy suite I'd have gone to ebay and bought one for a tenth of the price we've paid. Their customer service is abysmal too. I have tried to get through to them how terrible our suite looks, but they have said, nope, that's how it's supposed to look. For god sake it's less than 6 months old and looks like it's year old. It's so uncomfortable to sit in as the cushions have collapsed and they're saying there's nothing they can do. Well there's plenty I can do. If I even put 10 people off buying from them then that's a start. DO NOT BUY FROM THIS COMPANY!!”

Helpful Report

Posted 7 years ago

“There is zero customer service. You cannot ring anybody. They charge 30% for their own mistakes like if the setee doesn’t fit through your door and that’s without asking you the size. Vile experience. Something should be done about this company. Even their staff cannot help as they have no one to contact. Appalling”

Helpful Report

Posted 7 years ago

“Absolutely terrible service. Placed order for sofa on 30 June and expected delivery date was 4th September. Firstly that is a huge waiting period for a sofa. Secondly, and my main issue, come 4th September waiting in our house after getting rid of our old sofas, we are told an hour before expected delivery time that there has been a system error and our sofa hadn't been loaded and we would need to arrange a new delivery date. This is completely unacceptable. I've taken time off work, I've had to remove our old sofas and now find out it was for nothing as there will be further wait (bear in mind 30 June is when we bought the sofas, which means for almost a quarter of the year we dont have the sofas we have bought). I have since asked for an explanation as to why the sofas have not been delivered and i was told they forgot to load the van from the deport with the sofas! If only I could forgot some things also. I seriously regret buying from this company, as simple experience like buying sofas has become a massive inconvenience and not enjoyable at all.”

Helpful Report

Posted 7 years ago

“This company is shocking. Order 2 sofas and chair and foot stool over 8 weeks ago. Today they delivered and the 3 seater is missing. Told by driver that customer services will call. They call and say we have to order another on it is a 12 week lead time. They knew this was a problem one week ago but didnt even bother to discuss with us just delivered. Now all my other furniture will start to fade and look weathered before one sofa even arrives. Customer service tell me they are being reasonable when they offer to loan me a sofa and compensate me by £50. My questions around other furniture wearing and fading are ignored. This is what happens when you pay nearly £5k to this company. Avoid avoid avoid”

Helpful Report

Posted 7 years ago

“This Company is appalling. I complained about my sofa 1 month after receiving it and am still arguing with them that despite there guarantee stating "Included in the Guarantee is two years cover on leather, fabrics, inners, stitching, recliner mechanism and electrical components. So feel free to relax, it's covered for you." I have been left with a 9 month old sofa that has bobbled beyond belief and is embarrassing for people to see but also collapsed rear cushions that no amount of plumping is fixing. The condescending tones of the customer service is infuriating also. Its not like I want a new sofa, juts one new cover and 2 new inners as per the guarantee sold with it.”

Helpful Report

Posted 7 years ago

“Terrible. I purchased a sofa for my family Whilst being advised it was suitable. To find out the sofa cannot be cleaned with anything not even water. The material has all flattened and is marked. Sofologys answer is that the sofa can be sat on therefore it is fit for purpose. £3800 Later and I have a badly marked sofa 3 months In. Do not use this company”

Helpful Report

Posted 7 years ago

“If I could give this company a minus rating I most definitely would. Please accept my apologies for the very lengthy review but I cannot cut my review short. We visited the store in Farnborough in February and have to say we were very impressed with the vast variety of furniture on display. There was no hard sell and staff there were exceptionally helpful and knowledgeable. After much deliberation we decided on 2 x 2 seater leather sofas and a chair - all reclining and I was very excited to place the order. We left with complete confidence that Sofology was the company to go with. We were told that there was the usual 10 - 12 week wait but that was fine. We received regular emails updating us of the progress of our order and at the end of May we were told that it had arrived at the warehouse and was ready to be quality inspectied before being shipped to the courier (we live on the Isle of Wight and Sofology only deliver to mainland UK) . My furniture was delivered on 13th June (15 weeks from order date) and on inspection I was dismayed to say the least at the quality of the workmanship. I found at least 10 issues of shoddy workmanship - ranging from badly stitched seat cushions (puckered), a staple protruding through the leather, missed stitching on piping (the leather was hanging loose) badly fitted recliner switches on all 3 pieces of furniture (not level and indenting in to the leather, a wooden panel that the switches are attached to was actually visible through the leather, the leather around at least 2 of the switches was split and on one of the sofas there is a 2 inch gap between the 2 seats at the back and the leather is hanging loosely. . I emailed the Sofology Support straight away and sent photographic evidence of all the issues. I received a reply stating that the issues could be remedied by one of their technicians who would visit my home - they suggested re-pigmenting around the switches, stitching the piping and suggesting that my complaint regarding badly stitched seat cushions was unfounded as leather stretches - I asked them to explain how my furniture passed quality control but never did get an answer. After many & I mean many emails, telephone conversations and requests from myself for a technician to at least look at the problems it was agreed on 25th June that they would order a 2 seater arm cover and delivery would be 8 - 10 weeks. I was told that as soon as the part arrived they would send it directly to my home address and the technician would come to my home and make the repairs. I double checked that it would be delivered to me directly and was told it would. I received an email on 28th August telling me that the part had arrived and was due to be delivered the next day. I took the day off work to make sure that someone was home to sign for it only to find that the parcel was delivered and signed for in Southampton at the couriers! I spoke to a member of staff at Sofology Support who told me that they do not deliver to the Isle of Wight and I had to contact the courier myself and arrange and pay for onward delivery. As the parcel had been signed for ( not by myself) it was now my property and they would be unable to collect it. I was told that if I didn't pay to get it to the island they would have to order another part - another 10 week delay. It was finally agreed that I pay for it to be couriered to the island and they would reimburse the cost. I arranged for the arm cover to be delivered to my work address yesterday and was totally gobsmacked when I opened the parcel to find that it did not match my sofa! I called them again and I was told that it would have to be re-ordered and I would have to wait ANOTHER 10-12 weeks . This time I am afraid my patience ran out and I told them what I thought of the company and that if it wasn't sorted to my satisfaction I would be going to Trading Standards, The Ombudsman and would also get legal advice with a view to returning the furniture and getting my £4000 plus back. I asked them again to send a technician to look at my sofas BEFORE ordering the correct arm cover as I still can't see how it will resolve the problems with my sofas. I was told that someone would get back to me that day with a date for the visit. I didn't receive a call so I contacted them again today to be told that a member of Homeserve would come to look - (they can't even send their own "highly qualified" technician). The earliest date available is 19th September so once again I am having to wait another 3 weeks get this matter resolved. All I wanted was a nice comfortable sofa to relax on after a hard days work and I have to say my experience with Sofology has been far from relaxing. My stress levels are through the roof and I most definitely would not recommend them. I will of course retract this review if the issues I have experienced so far are remedied to my satisfaction, I wait in hope and with baited breath though. ”

Helpful Report

Posted 7 years ago

“Sofa was delivered damaged and the delivery drivers damaged it further with a stanly blade and by dragging the sofa over gravel. It was eventually dumped on my drive and I was told by the company and the driver that it could not be taken back so I would have to take it into my house and await a resolution. I had to pay workmen to come and take out my window to put the damaged sofa into my house. 4 weeks later I am still waiting on a resolution after numerous phone calls and promises of calls back from managers that never happen. The only thing I have been offered is a credit note to use in store to purchase another sofa from them which I think is completely unacceptable. This is the worst experience and has completely ruined moving into my first home”

Helpful Report

Posted 7 years ago

“2sofas arrived lots of faults very poor quality. hard to get through to customer service i guess due to comllaints. hard to book a technician now they want to order replacement parts which will be here in 10weeks aappaulling service avoid this store at all costs”

Helpful Report

Posted 7 years ago

Sofology is rated 1.2 based on 1,661 reviews