Sofology Reviews

Name: Sofology
Rating: 1.22

1.2 Rating 1,653 Reviews

5 %

of reviewers recommend Sofology

1.2

Based on 1,653 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

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“Bought a sofa and chair a few months ago which is now creased and sinking. We were told by the technician who came out that there was no fault and that every time someone sits on it we should 'plump it up'. Which is completely ridiculous. After several phone calls we are no better off as we are just told the same thing. We are so disappointed and annoyed with sofology and would advise people to stay away from this store.”

Helpful Report

Posted 11 months ago

“Probably the worst customer service have ever come across. This company charge a premium price, for a sub standard service. When I spoke to their staff, all got was lies and BS. I totally regret ever contemplating buying from them, and will never step foot in their stores ever again, If only one person follows my advice and avoids tem, I will be happy.”

Helpful Report

Posted 11 months ago

“Terrible customer service, received a sofa that has arrived soiled, damaged and with a hole. They have said “we pride ourselves on world class customer service and apologise this has not been the case for you. We cannot change what has happened or go back in time” we are being fobbed off with a refund and £100 no replacement. They have a Mickey Mouse delivery company who did not store sofa correctly and instead of Sofology getting compensation from them we are the ones who are being punished. Very upsetting, no response to emails and been back to the store 5 times! No accountability or service recovery. Avoid like the plague!”

Helpful Report

Posted 11 months ago

“Joining the legions of customers on here complaining. Have now experienced for myself the scam that is Sofology. Spent 1000s on leather suite and recliner, less than 2 years later the dye is rapidly coming off and areas of wear. Engineer came out and said himself the sofa has been well looked after but the dye is coming off due to whoever is sitting on the sofa. Laughable. If a sofa is not meant to be sat on then I give up. Sofashield insurance won’t pay as the damage is not deemed accidental. I have never seen a leather sofa deteriorate like this it is shockingly bad. So beware any potential customers, really think twice before wasting your hard earned cash.”

Helpful Report

Posted 1 year ago

“Thanks to reading a chunk of these reviews, we will now need to go and source somewhere else to purchase a lounge suite. The young guy we talked in Sofology Cambridge store was very friendly, reassuring about the company, the guarantees and aftercare services. We spent over an hour with him, successfully helping us to choose the perfect sofa and now I’m really disappointed to find that Sofology products are not even close to living up an expected standard!! I think Helena Bonham Carter should re-think who she advertises for and cancel her agreement with them!!…IMHO after reading these reviews and reports (visited on 16th April 2024)”

Helpful Report

Posted 1 year ago

“I wish I had read these reviews before I paid a deposit for a new sofa, waited 9 weeks, moved to a new home and been sat on deck chairs, service in store was fine, friendly young lady then it goes severely downhill! The guys who came to deliver really did not want to even try to get it into my house, to the point where my husband was threatened by physical violence from one of the drivers as we obviously wanted them to try get it in, they ended up saying they were taking it back to their Depot but before they left we got yet more abuse from them! To say we were upset was an understatement, we really should have rang the Police at this point but wanted to give them a chance to apologise as everyone has bad days! Rang the customer service dept and spoke to 3 different manager’s, our deposit was kept by them, despite what we had gone through!! Our neighbour witnessed everything which I’m glad about as their account was different to ours, I’ve never felt so let down by a company in my 49 years! I worked in retail and the customers were always supported by Management! We will NEVER use this company again, the only plus was the Team leader from the delivery company who couldn’t have been nicer. Do yourself a favour and shop elsewhere!!”

Helpful Report

Posted 1 year ago

“Well, it all starts off so well, at the sale stage but then it completely goes down hill and nobody takes ownership of anything and is willing to help. Purchased two sofas from Sofology White City, Trafford. We were having the sofas delivered to a removal company so that they could be shipped with the remainder of our furniture when we moved. This meant that they would only accept deliveries between 8am-4pm and we were clear with that. Yes yes, not a problem at all so we placed the order. All rosy and fine and when the sofas were ready to be delivered we called to confirm the date and again confirmed that delivery needed to be between 8-4pm. The day before delivery and we received an email saying delivery will be between 3-7pm which obviously wouldn’t work so called and spoke to Amy who basically advised there was nothing she could do as they only offer all day slots. I explained that two of her colleagues had said that time slot of 8am-4pm would be fine (Sofology, please check your call recordings!) but she repeated there was nothing she could do. I asked for a manager to discuss further but was advised no managers were available. She said she would get one to call me back but they never did. Second call trying to resolve the issue and I spoke to Brad and we went through all the points again and he could even see the notes on my order saying delivery only possible between 8am-4pm. There were no managers but he would call me back to see if anything he could do. He said he would create a case for the complaint at the same time. No response by lunch the next day so third call made and someone quite convincing spoke to me who said he would call me back in 10 minutes after speaking to the depot. As you can guess he never called me back. Call four and spoke to Charlotte who was reassuring. I asked to speak to Brad but she said he was on holiday, his last day was yesterday. So how he expected to call me with an update from his holiday I’m not sure. This pretty much reflects my experience with Sofology and one I will never repeat again, nobody takes ownership and they just want to get you off the phone. We should have used DFS, someone we have never had problems with. Charlotte called the depot whilst I waited on the call and said they might get to the address but couldn’t guarantee it but if not she’d help out to rebook. Overall, lesson is Sofology are really happy to take your order but any follow up service is non-existent and very much “computer says no””

Helpful Report

Posted 1 year ago

“he sofa is okay but the service has been terrible. The person instore was great but customer 'service' booked me in for the wrong delivery day and couldn't change it. I was assured the driver would be made aware of when i was out on the school run. They arrived when i was out regardless - so the lovely driver waited an hour until i was back. And I paid for the Sofaglide which wasn't supplied. When you phone up the Fault line takes 25 minutes to get through to a human. Unacceptable and shockingly bad customer service.”

Helpful Report

Posted 1 year ago

“Ordered a sofa in December, a very pleasant experience, thereafter a total shambles! Received a text message on 30 Jan to advise that the sofa would be delivered on 07 Feb, then received an email telling me to clear the room and route to the room into which the sofa is being delivered, so I and my wife did as asked. 10.30am this morning (07 Feb) had heard nothing further so called you, apparently the sofa is still on the ship and I'm on a list of people that they were going to get around to calling today (the day of delivery) to tell me that the delivery had been delayed because they did not know the sofa was on still on the ship until late last night, Rubbish!! Do you think I was born yesterday, your drivers don't turn up in the morning, wander around the warehouse to find the products to be delivered that day and then load their vehicles. Your warehouse management and dispatch systems know where all items are and prepare loads well in advance of the morning of delivery (or the night before). To add salt to the wound you then tell me that you do not book deliveries until you have the product. How on earth did you receive the product on the 30 Jan to book the delivery on that date, only for it to find its way back to the ship??? Lies and more lies!!! I have wasted my time clearing a room and hallway only to have to put everything back, because Sofology did not have the common courtesy to tell me that they could not meet the delivery date that had imposed upon me (yes you don't get asked if the date works for you they simply tell you they are coming (or in my case they tell you the date on which they are going to waste your time)). A complete shower! A previously happy customer who is now a very upset and angry one, who will not use your company again!”

Helpful Report

Posted 1 year ago

“Keep well away from this company. Customer service is dreadful. I purchased 2 Sofas just under 2 yrs ago and i have had repairs on stitching twice up to now. The filling in the Sofas dent and sink fast! I used their sofa care kit on 2 occasions to remove small marks/ stains and it took the colour out the Leather!! They were not interested and stated the product must be out of date,the kit has no use by date on. They then blamed me for rubbing to hard🤣🤣They are a bunch of Clowns! I have never had such poor quality Sofas in my life. Steer clear of this company.”

Helpful Report

Posted 1 year ago

“Avoid this company like the plague. My parents saved up their hard earned money to buy from this company and what a nightmare they are to deal with. The very next day after it was delivered they notice all marks on the chair where they have sat. This material is such low quality and is certainly not durable. My mum has phoned this company a number of times and all they keep saying is go through insurance. This evening my dad phoned them and explained he is a policeman and his not prepared to go through insurance because it’s not an insurance job. THIS PRODUCT IS FAULTY WHAT CANT YOU UNDERSTAND ABOUT THAT!!!! This is truly despicable customer service and after care service from this company. ADVOID”

Helpful Report

Posted 1 year ago

“I wish I'd read the reviews for Sofology more thoroughly before purchasing. I ordered a sofa from the Finchley range and waited 6 weeks for it to be delivered. When it arrived, the wrong mechanism had been put on the underneath of the sofa which meant we couldn't connect the corner piece. I was told by the delivery men that someone would be in contact to rectify this, but after three weeks of waiting I had to contact them myself to arrange it. I've had the sofa for about 10 months and sit on it probably 4 times per week. I'm 5ft2 and weigh 9st, yet the cushions on the seat have depressed and left moulds. I paid around £2,000 for this and it looks awful now!”

Helpful Report

Posted 1 year ago

“Unimpressed with the lack of responsiveness from Sofology post sales customer service. I have effectively bought a faulty leather sofa with no resolution in sight. Despite them recognising a rapid deterioration in quality i.e. the cushions have collapsed, and being notified that they no longer trade with the supplier due to "issues", I am still chasing Sofology for compensation. They set a time limit within which to claim but yet have not responded therefore causing the date to be exceeded. And so it continues ...”

Helpful Report

Posted 1 year ago

“Having seen the reviews for Sofology we were concerned about purchasing despite having found the perfect sofas in the shop. We looked around and read reviews of all other sofa companies and all had similar levels of dissatisfaction, so we decided to take the gamble and place the order with Sofology. Communication great throughout, sofas have arrived 3 weeks ahead of schedule in perfect condition.”

Helpful Report

Posted 1 year ago

“I purchased a new sofa and it was delivered damaged in a number of places. I needed to call on numerous occasions and after 10 days they had NOT informed me what they would do about it. So I called them for a full refund. I arranged for it to be picked up and their partner "The Sofa Delivery Company" refused to sign any document or let me take a video of furniture I owened in my own house. The refused to pick up my sofa more phone calls to Sofology and I was offered for another pickup two days later. This did not work as I had arrangedva replacement that same day. ONLY after threatening legal action did they sent me someone from the same "Sofa Delivery Company" who arrived and damaged my flooring in two places. Now here, credit due, this was resolved and compensation paid the next day. But I still not have received my refund from before Christmas for a sofa I no longer have. I will NEVER do business with this company even if they are the only supplier on earth. I helped organisations globally and I have found Sofology to be the most operationally deficient business I have delt with anywhere in the world. What other company called transfer calls? And one employee three times refused to accept me recording the call. The employees have a choice and so do customers NEVER EVER again!”

Helpful Report

Posted 1 year ago

“Don’t buy from this company substandard will sag within a couple of months frame is supposed to have a lifetime garamtee but dosnt cover the the plywood that sits on the arm rests and back headrests which will collapse if you put presure on”

Helpful Report

Posted 1 year ago

“This place does not even deserve 1 star. Absolute joke. Customer service a major joke. After 6 months waiting for a settee , numerous delivery date changes , being told it would arrive then it didn’t . Several complaints and still no settee. Happy to take my mo ey but struggling to get it back. Can’t afford to buy another settee so still sat on the floor. They do not care. What an absolute disgrace. How can you treat people this way”

Helpful Report

Posted 1 year ago

“Absolute garbage. 2 seater sofa is creaking like mad and a technician has just visited who can find nothing wrong with it. I won’t be back and I’ll tell absolutely everyone who will listen. Oh and thanks very much Matt for selling me a lemon, I’m sure you’ll enjoy the commission for the good review I removed. This company is all about extracting a glowing review from customers as soon as they’ve purchased, but you can’t take a sofa home under your arm! That’s why there are so many positive reviews on here - they are done 3/4 days after purchase, but the lead time for delivery is 8/9 weeks. These are reviews for the purchasing process, not the goods. As another review says a few below me - “quality is pants”. Sofology is at it. I also posted this review on Trustpilot and Sofology had it removed. DO NOT TRUST THEM.”

Helpful Report

Posted 1 year ago

“We bought two leather settees and before two years passed the top layer of colour had worn through, We contacted the firm and all we got was " sorry it's out of warranty" The sofas were only cleaned with their polish and cleaner set which are VERY expensive and no better than other products. We will never set foot in the shop again.”

Helpful Report

Posted 1 year ago

“Appalling customer service regarding delivery Had a phone call 45 minutes before the sofa was due to be delivered saying that the lorry 'wouldn't start', whilst I understand that things can go wrong, it shouldn't take a further 8 days for the sofa to get delivered. I only got it down to 8 days after several calls to customer service, it was going to be even longer otherwise. Customer service passing us from pillar to post, claiming that either the van wouldn't start, got stuck in the middle of Wales or just didn't have a clue where our sofa was. And you have the cheek to charge £99 for delivery! and on the reverse If we cancelled delivery withing 24 hours we would be charged a further £99. Was also told that we would be offered a gesture of goodwill by two different staff members, but that gesture has gone unheeded. Instead my wife was offered a '£40' cleaning kit which is probably worth less than a fiver If you do order a sofa from Sofology don't expect it to be delivered on time. On a positive note, the sofa seems nice so far and the staff in the shop were lovely when we first ordered it”

Helpful Report

Posted 1 year ago

Sofology is rated 1.2 based on 1,653 reviews