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Sofology Reviews

1.2 Rating 1,630 Reviews

5 %

of reviewers recommend Sofology

Company Reviews

1.2

Based on 1,630 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 3rd December 2022

Sofology 1 star review on 3rd December 2022

Sofology 1 star review on 3rd December 2022

Sofology 1 star review on 3rd December 2022

Sofology 1 star review on 19th October 2022

Sofology 1 star review on 19th October 2022

Sofology 1 star review on 19th October 2022

282

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Our sofa was delivered on the 1.6.23 and within a week it looked 5 years old. It had lost much of its firmness and support and the leather had stretched. We complained and have been complaining ever since but just get the usual run around from customer services. Apparently you need to plump your cushions everyday and that will magically rectify the problem of a substandard product. It is impossible to plump cushions effectively if they are attached to the frame and according to a professional upholsterer we contacted completely unacceptable to expect people to do this on a daily basis and in her opinion Sofology had used very poor quality products in the production of the sofa. We are in a pursuit of a refund and it is currently in the hands of our credit card company. PLEASE read the Angry Sofology Customers of Facebook Group and be warned.”

Posted 7 months ago

“The delivery time i was told on point of sale was up to 7 weeks . Or if i could accept before to let them know asap . I rang two days later to say id like delivery as soon as poss . After several calls various emails i got no ans other than there is a delay . How long i asked one week 2 werks a month 2 month i dont know is the only ans i got . My seven weeks was up on 31st august so i emailed called still no date given we are now on 8th sept 23 other than its in a wharehouse waiting to go to another wharehouse . How long now then i asked not sure was the reply . Emails replys were not even proffesional my grandaughter could have written better . If id read the reviews before i bought id never have bought as they get ur money over 4k and dont care. ..iv had to cancel a holiday waiting for delivery and still waiting . Iv had nothing to sit on causing me great stress .”

Posted 7 months ago

“Have never in my 60 years experienced such hideous customer service. Spent £4,000 for sofas that look like I've made them myself. We're on the second set as first set had a gap so huge between the seats (recliner) a baby could have fallen down it. Second set has the sAme issue with seats Nd headrest not aligned. They look awful. My husband is still waiting on their laughs fly appreciated service to get in touch. I would NEVER use again nor would I recommend. I'm so bitterly disappointed. My issue is with the company as a whole not a specific store”

Posted 8 months ago

“I'd NEVER buy from Sofology! Bought a sofa 5 years ago from Crewe store. Seams disintegrated after 5 weeks. Went back to store- Staff gave me cold shoulder and junior manager took me to farthest corner of store to avoid other customers hearing about the faults. Couldn't deal with it so he sent me home with a customer complaints phone number. Took me ages to get through to very curt woman who was aggressive and demanded ( not politely asked for) photos of faults. I sent photos. She phoned me back and agreed there was a quality issue. Waited 8 weeks for replacement. Despite being assured same fault wouldn't recur it happened again but 18 months later. I couldn't be bothered to report it. Most uncomfortable sofa now too. Didn't stand the test of even a brief time. Company's attitude stinks and products are not fit for purpose. M and S or John Lewis next time for me!”

Posted 8 months ago

“Please, NEVER EVER BUY A SOFA FROM THIS COMPANY!!! It has been a painful experience from start to finish. After nearly 11 months from our original order we have only just got to the point where we have a sofa that is something CLOSE to what we ordered. Apologies in advance, this is quite a saga but the following will give you an idea of what you could be letting yourself in for! We ordered a Cricket corner sofa on the 10th September 2022. The original delivery was made on the 6th November. It had the following problems: The corner section and the single seat section had the wrong colour cushions - different colour piping when it should be the same colour piping. 5 missing legs (for the corner section). The joining brackets were misaligned at all interfaces so we couldn't connect the individual pieces together properly. There were brackets on the end of the single section where the terminal piece sits - these shouldn't have been there as the terminal piece is moveable and does not have corresponding brackets itself. The corner section under the cushion was not as firm as the adjacent pieces (seems like it was missing something inside) which means that the cushion on this section sat around an inch lower than the others. Sofology sent the missing legs. They then decided that the other problems were too difficult to resolve and that it would be easier for them to send a whole new sofa. This seemed like a huge waste but they chose to do this rather than resolve the individual issues. The second sofa should have been delivered on 22nd January in the afternoon. We were told over the phone that the delivery would be in the afternoon as it included a collection of the first sofa. They also sent an email to confirm afternoon delivery. The delivery company (not Sofology) attempted to deliver in the morning when we were out. They called me, I said that we were out and that they should be delivering in the afternoon. The delivery driver said he would call the office and call me back but never did and the delivery was not made in the afternoon. Sofology then tried to charge us a £99 delivery fee for not being in! We had arguments with Sofology over several phone calls with some of the Sofology employees being rude and argumentative. They insisted that the sound recording from the phone call they made to us to arrange delivery was retrieved which we agreed to as we knew they'd stated an afternoon slot during that call. Sofology never provided the recording to us but instead we received a phone call to apologise to us, remove the £99 from our account and give us £200 and flowers as an apology! The replacement sofa was then delivered to us on 4th February. It had damage to the corner piece (damage to the material on the front edge - very visible) as it wasn't packaged correctly, it was missing the cardboard that the other pieces had. The delivery driver advised that we should not accept it. We almost did as we'd had enough at that point but decided to return the sofa. Many more phone calls took place. Sofology said that we should have accepted the damaged sofa and that they could send someone out to repair it. We said they should repair it before it is redelivered and check for any further damage (as the sofa was not unpackaged during delivery as the damage was visible without removing all the packaging). Sofology refused to do this and said we had to take receipt of the sofa. They delivered again on the 18th March (the fourth time we'd make ourselves available for delivery). The sofa was unpackaged and there was significant damage to most of the pieces (fabric worn right through). It had to be seen to be believed that a nationwide sofa company would attempt to deliver a sofa in this condition, particularly after all of the other problems! We sent it back. We then gave Sofology three options: 1) A new damage-free sofa. 2) A complete new set of matching cushions for the sofa that was originally delivered (and we would live with the other issues). 3) Our money back. Sofology refused to provide a full set of cushions but said they would only provide replacement cushion covers for the ones that were the wrong colour and a technician to fit them. We had to accept this even though we thought the colour match with the other cushions/sofa frame would be poor. We recieved replacement cushion covers on the 22nd May but they did not come with the buttons that are fitted to the top cushions! Further emails and calls to Sofology were made. Over two months later (29th July) we received replacement top cushions for the corner and single piece. So.... over 60 emails (sent and received) and numerous phone calls (at least 30+ with at least two calls lasting longer than 1hr 20mins!) and nearly 11 months later, we have a sofa that is KIND OF close to what we ordered. The cushion colours still do not match well, we've had to move and reaffix the brackets ourselves, we've taken the brackets off the single piece and put the screws back in to fills the holes and we've put additional cushions under the corner piece to raise the cushion up level with the rest. Not bad for £3,437!!! The customer service has been abysmal throughout. Each time Sofology called us, it was always someone different and usually from the wrong department that couldn't help, having not read our emails, with the phone calls usually ending by them saying we'd receive a phone call from another department which we never did. There was never any effort made to put things right as quickly as possible, it was as though our problems were typical and the Sofology employees are used to it. We've wasted a huge amount of our own time and still ended up with a far from perfect sofa. We still feel very angry about how Sofology have dealt with us throughout. So, please, please, NEVER BUY FROM THIS COMPANY!”

Posted 8 months ago

“Waited three months for our sofa to arrive, got a text 24 hours before the confirmed delivery date leaving us without a sofa and not so much as apology. The rescheduled the delivery in which when unloading from the van only have half the sofa, no one could locate the missing part. The part that had arrived had a hole in it which someone was meant to come and fix, none surprisingly no one ever came. They refunded us the delivery cost and advised we will receive further compensation when the sofa arrives. They had to build another sofa which was another 3 months wait when they came to deliver it they had no idea they had one to take away. I called to get this further compensation and was advised this cannot happen. Spent £3600 on a sofa missed days of work to receive the sofa (self employed so this meant no income for the 3 separate delivery dates). Appalling service and very disappointed by the lies.”

Posted 10 months ago

“Received an email to book our sofa delivery, so sold our old sofa, got a text message confirmation on the day. Nothing turned up on the delivery day so had to call customer service and was told the sofa hadn't even arrived the warehouse. Company doesn't offer any sort of compensation for the 2 week delay and inconvenience of sitting on the floor despite it being THEIR fault. Avoid this unreliable company”

Posted 10 months ago

“Delivered my sofa set after 3 months , footstool came in wrong colour . Had to ring back the customer service again and again to re order the footstool . Unfortunately took 12 weeks for the new footstool to come down .. Very Disappointing customer service .”

Posted 10 months ago

“Avoid This companyWhoever left positive feedback have had never experienced any complications with them! everything is great unless something goes wrong with them! the level of their customer service and dealing with complex situations is below 0. I really regret why I chose them and bought a sofa from their clearance section. Once I received a delivery text message from them as per their advice I disposed of my old sofa and surprisingly they delivered the wrong size sofa so I had to reject it. I called their customer service and they said it takes 48 hours to search the warehouse for the correct sofa! so they left me with no sofa and an unpaid day off from my workplace! after a week someone called Cloe Mackintosh contacted me and gave me the worst customer service I ever had! She keep repeating her sentences over the phone and did not allow me to speak with her manager or any senior customer service. funny enough she did not want to refund me so she gave me a credit note with them! after all, they said we don't have the sofa so we can refund you within a week! haha, They made me go to one of their branches and choose another sofa from the same manufacturer as I ordered a couple of other pieces of furniture based on the color and material of the initial sofa. The difference between the one they FAILED to deliver and the replacement one was about £200 so again their customer service rejected this! it had been a week since their senior customer service was supposed to call me and it never happened. They did not even refund me so far! They put me in so much trouble and ruined my plan. So AVOID THIS COMPANY AS MUCH AS YOU CAN AS THEY ARE NOT CAPABLE TO DEAL WITH DIFFICULT SITUATION AND THEY KEEP REJECTING THE CUSTOMER.”

Posted 10 months ago

“They promise that it will be ready in 6 weeks with estimated delivery times on the sign in portal only for it to be delayed and delayed. Service is good when they are selling you the sofa however the after care is very poor.”

Posted 10 months ago

“I bought a 3 seater persion sofa, that was reduced as it was showroom piece and delivered within 2 weeks.. I got a 2 seater on finance, waited for 4 months for delivery, after 1 month buttons fell off thread became loose it was so poorly made. I refused to keep it and asked them to take back. I ordered a smaller chair in Its place for which I waited another 4 months for delivery. In the mean time I still have the two seater which they were collecting when delivery of chair arrives. So kept it covered so no ware occurred as it was going back, when chair arrives it looked poor quality and cheap, bearing in mind it was 1,399, looked more around £300 cushion was full of lumps. The stress, anxiety that it's took, a year from first ordering and still not happy. I can't pay that money for this chair it not worth it I have asked them for compensation for the stress this has caused me. If they give a discount on the chair I may keep it, if not it's going back, I cannot warrant paying that amount of money for what it is. This company advertises on TV, so you expect it to be good quality furniture. My experience has been awful. As for the showroom 3 seater sofa, not a problem, much better quality, big difference, I assume all in showroom good quality, as that is why people buy, but those that are made to order don't fit the same standard”

Posted 10 months ago

“Delivery problems like always. Don’t expect otherwise. Forget to leave cleaning kit so do you think they will come back and give you ? NO. Will send parcel and week later still nothing has arrived”

Posted 10 months ago

“we purchased a set of 2 Accentures, which after a late delivery, they arrived one with feet and the other one without! It was very kind of the lorry driver to provide us with a spare set of feet that he could find in his truck. However, when I contacted customer service to request a color change of the original feet, they refused to do so, saying: "we can only provide the original color." This is the worst and the most imperfect way of serving a customer especially when you purchase a set of chairs with a value of £1000 but they refuse to change the color, which would cost them only £16 or even less!( we could simply find them on Amazon.) The customer service was very disappointing and unsatisfactory. No sympathy was expressed over the phone call neither any attempt was made to rectify their mistake or correct their disorganized service. I'm not sure about the quality of the product since it's pretty new, but definitely don't recommend the customer service.”

Posted 11 months ago

“Don't spend your time purchasing in their attractive and gorgeous stores, as the reality it's completely different, in a TERRIBLE way! I ordered a 3 Seater Sofa Fluted Isla, 2 Seater Sofa Fluted Isla & a Care Kit, on 26/12/22 and I was excited as I booked my delivery for 11/03/2023, even though it's one week later than they promised. The nightmare started when the driver realized (inside my house) that they didn't have the 3 seat sofa in the lorry. Can you imagine my expectations after 3 months after I bought my Sofa when I see the lorry parked in front of my house? As soon as they said that, I refused the delivery as I thought in an innocent way, it's complicated to solve if I receive only part of my purchase.I spent one hour with the Customer Service that day, stressing myself out with no answers. Day after day, week after week, I spent a month struggling with them, stressing myself by phone and e-mail and they even knew where my sofa was. All that I could hear was "Sorry". It's more than 50 sorry in total, losing my precious time contacting them to have my rights. One month after the first try, I finally received my 2 and 3 Seats Sofas on 12/04/2023, but they forgot my Care Kit and the Sofa has some issues. Can you imagine that? More mistakes with the same customer!I hadn't had enough stress for them I thought. In summary, they don't have plan B for their issues, they are slow with their process, they don´t care about their customers! I could rate 0 with no regrets! I'm never going to buy anything again from Sofology and I'm certainly waiting for a better apology than words. I´m still trying to book an engineer for a day that I´m available but it seems impossible as they don't have availability. They told me by email on 30/03/2023 they certainly look into some form of gesture to apologise for these issues once the items are in my home but until now I haven't been contacted and received anything from them.”

Posted 11 months ago

“Mis-sold a £2000 sofa that’s not fit for purpose. The salesman pulled a blinder persuading me to buy the useless extra guarantee as well. Worst sofa I’ve ever sat on. Hard, hurts my back and I have osteoporosis making me wish I’d kept my old (but comfy) sofa. They won’t acknowledge blame, are actually putting the phone down on me when I call the store (what professional company does this?), have had customer service and the store manager speak to me like I am a criminal. I decided to treat myself to a new sofa instead of going to New York for my 50th. I actually feel suicidal about what has happened. Lost my money, despise the couch which I need to get rid of as I can’t bear the sight of it and will be paying for it for the next 3 years to top it all off. They are thieves. Stay away!”

Posted 11 months ago

“Worst company ever, bought new 3 seater and 2 seater recliner leather sofas out of the Albion range, we liked the height and firmness of them, especially with my husband having a big operation on his spine. We informed salesman more than once why we needed the firmness and height. Everything was ok until about a month after my husband had his operation, he had not used the sofas at all and he started to use the recliner and within a few weeks noticed the seats dipping and the leather pooling, and then checked 3 seater and noticed the same, so sent off complaint and was told this was normal, well I told them we have had leather suited for over 30 years and never come across this before so they sent out a technician who advised us this was normal and we explained the problem and that if we had have been informed we would not have bought them, so he said it was a point of sale issue. Sofology then tried to close down complaint and I told them still not satisfied so they sent a so called independent technician out who also said it was point of sale fault and told us to plump cushions but it’s a bit hard when they are not separate. Again they tried to close complaint until I said I wanted to use the Consumer Act of 1975 and informed them they were not fit for our purpose as one of the agents on the phone told me that people use sofas for different reasons never heard such claptrap Sent off email to Ombundsman and sent all photos all emails going back to January, and again explained that we were not informed of the seats dipping when we explicitly explained to salesman why we needed the firmness. Well today had their answer and unless we had it in writing and could prove the salesman didn’t inform us then that’s it, but what idiot would buy something after being told they sofas wouldn’t keep their shape and firmness. Worst company I ever had to deal with 😡 If I could have done they wouldn’t have got one star”

Posted 11 months ago

“Worse ever experience. It has been exactly two month and 10 days since we have been waiting for our sofa and still not here(some say its lost in one of there warehouse,some say it has been delivered to your local depo now and we will call you in afternoon to book a date,some say its a shortage of foam.(although they have promised us deliveries up to 4weeks max as your choicen sofa is already a cancellation order from someone else): Since last month we have been on the phone with them to chase it up, and each and every person we speak to (4hrs & 43min total conversation over the phone)gives us different answers and promises. No one seems to know where the sofa is and when we ask them for the refunds they are not giving us a penny as they say its none refundable and you will have to just wait,and there is nothing we could do about it. Do not buy any sofa from them as they hold your money rand some ,then they will make you wait as you have no other choice.(even when you ask them to put you through a manager:they won’t).we have done numbers of refurbishment (roof tiles,plastering,electrical ,paint and decoration and none of them was as bad as it was with sofology). Very very very bad experience. Never again.”

Posted 1 year ago

“While you can't fault the quality of their sofas, their handling of customer orders and service is another thing. After several delays, including then calling us to ask what we were expecting to be delivered (they had a footstool instead of a sofa for us!) we were excpecting deliver today, but once again a no show. So far I've been blamed for not being in for the delivery and then blamed for misunderstanding that there was ever supposed to be one, even though I kept receiving tracking messages about being 4th delivery of the day. Still waiting to be contacted to find out if my sofa actually exists ..... Order 2645729/2 if anyone reading is interested.”

Posted 1 year ago

“3366309/1 - ABSOLUTELY SHOCKING SERVICE!!!!! SPENT NEARLY £8000 ON NEW SOFAS. BOOKED OUR DELIVERY FOR TODAY, 5 APRIL 2023, CALLED TO SPEAK TO AN ADVISER ON 4 APRIL 2023 AND THIS WAS CONFIRMED THAT WE WOULD RECEIVE OUR ORDER ON 5 APRIL 2023 AND THAT WE WOULD RECEIVE A TEXT ON 5 APRIL 2023 WITH A DELIVERY WINDOW. CALLED SOFOLOGY ON 5 APRIL 2023 AT 11:01AM AS NO TEXT RECEIVED. SPENT 50 MINUTES ON THE CALL ONLY TO BE TOLD THAT THE DELIVERY WILL NOT BE HAPPENING AND THAT THERE IS NO VALID REASON/EXPLANATION AND THAT THEY NEED TO WAIT 24HOURS FOR THE SYSTEM TO UPDATE BEFORE THEY CAN ATTEMPT TO BOOK A NEW DELIVERY DATE AND THAT THIS WILL MAYBE ONLY BE WITHIN A WEEK FROM NOW. I TOLD THE LADY THAT WE NOW HAVE NO COUCHES TO SIT ON AS THEIR OWN WEBSITE SAYS TO ONLY DISPOSE OF OLD SOFAS WHEN DELIVERY DATE IS CONFIRMED, WELL IT WAS CONFIRMED IN AN EMAIL AND ON THE PHONE FOR 5 APRIL 2023!!!!! WE HAVE 2 FAMILIES COMING OVER FOR THE EASTER WEEKEND AND NOW NO PLACE FOR ANYONE TO SIT!!!!! WE WILL NOW HAVE TO CANCEL WHAT IS A RELIGIOUS WEEKEND GATHERING BECAUSE OF THIS MESS!!!! BEYOND ANGRY AND DISAPPOINTED AT THE TOTAL LACK OF BUSINESS ETHICS AND SERVICE!!!!!! THE NEGATIVE REVIEWS ARE ALL TRUE AND I SHOULD HAVE LISTENED!!!! TO TOP IT OFF WE HAVE NOW BEEN LOCKED OUT OF OUR ACCOUNT AS WELL AND PASSWORD RESET LINKS EXPIRE THE MINUTE YOU TRY TO USE THEM (VERY CONVENIENT)!!!!!”

Posted 1 year ago

“Rated 1 out of 5 stars Recliner sofa. Convinced to buy based on "superior quality" Radley sofa with dual manual recliners, not working as demo'd in store, but apparently "they work", so tough. From the start, I nearly bought the Foster power recliner from DFS at hundreds of pounds cheaper than the Radley manual recliner I ended up buying with Sofology. The sales assistant in Sofology was amazing, so knowledgeable and friendly, an absolute credit to the company who went on to let his hard work down. I was sold on the superior quality of fabric with sofology and above all else, the build quality. Although not a power recliner, the manual recliners in store were super easy to use, so the in store demo model, combined with "the sell", quality of the build and fabric convinced me to pay more for a manual recliner. Delivery day came and the driver was the worst. I cleared an easy open run through my open plan home from the back garden right through the house to make their lives easier than trying to squeeze through a narrow hallway, the drivers attitude the entire time was terrible "mate, I can't be bothered to take it round the back, we'll drag it through as I don't have time for that". His demeanour and attitude was really intimidating and made me uncomfortable. He build the sofa up and shoved the handheld signature device in front me and left. The second he left I went to try the new sofa but it still had cable ties holding the recliners down. So I cut them off. One side of the recliners wouldn't pop open and needed you to reach down and pull it out and the other side, popped open but wouldn't close. I called him 1 minute after he pulled off and he huffed down the phone at me and said "mate, I haven't got the time, you need to call it in".... And that was that. I immediately called up customer services and had to book a technician to come out. When he came a week later, I noticed my sofa didn't have the sofa glides on it which I'd paid for, so had to call customer services to arrange a set. The technician couldn't fix anything and needed to order a brand new mechanism for the one side, but told me the other side that wouldn't pop open was fine, I just need to hold me legs out horizontally in front of me before pulling the button. I disagreed, as I've never heard of that being the case with a recliner and it certainly wasn't the case on the store version. He disagreed and that was that. Customer services arranged a new date for a new technician to come and install the new mechanism, whilst in the meantime I went back to store just to 100% confirm I didn't need to hold both legs up in the air before reclining. I spoke with a senior sales advisor and he laughed and told me the technician was talking absolute rubbish and that's the funniest one he's heard so far! And went to tell his other colleagues about the nonsense I'd been told. Demoing the sofas again in store, they were perfect, as I expected. Technician comes back out (same guy) and installs the new mechanism. Now, it closed, but you need to boot it in to get it to close, so I said I wasn't happy with that. He advised it could take months for it to settle as it's a new mechanism. This made me wonder, when sofas are made in the factory, does it take 3 months to deliver because someone it just opening and closing the recliner for 3 months to get it to settle? .... I don't think so. The other side, no change and he stood by the horizontal legs out solution. Even though, the other side he just worked out popped out fine without the "legs out" fix. It literally makes no sense as a conversation. I called customer services again to say I wasn't happy still and they sent a 3rd independent technician. He altered the spring resistant settings on the back which made the one side of the sofa A BIT easier to close, but I feel like Im still giving it a sofa boot closed, and the other side still doesn't open properly every time. He advised I'm not sitting on it right, that I'm sitting too far forward, even though I'm sat exactly the same as I am the other side which opens fine, with my back and bum right back on the sofa. However, because it "worked" more than it didn't when HE tried it, that's the end of the conversation and I should keep using the mechanism daily for 3/4 months to get it to settle. I'm yet to call customer services again as I'm losing the will. I absolutely resent this sofa and the total experience. They're speaking to my like I'm a mutant with utterly stupid reasons as to what's happening with my sofa (as confirmed by their own store assistants), and I'm a pretty well educated and switched on individual.... This isn't how it should be, or how it's sold. I feel like I was conned out of getting the cheaper DFS power recliner, based on sofologys quality of fabric and build (ha! joke's on me!). So disappointed. It's an expensive buy and I just feel completely ripped off. I'd love nothing more than a refund to wash my hands of this sofa and experience. I must now apparently wait the 3/4 months for it to settle in AVOID”

Posted 1 year ago

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Sofology is rated 1.2 based on 1,630 reviews