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

“Absolutely shocking customer service... nice as pie and happily take the money for the sofa and promised how seamless delivery would be, was given delivery time slot, took the morning off work... no delivery or even a phone call. I've sent emails, made phone calls, I'm now waiting on a reply from their 'live chat'... 2 hours ago and still nothing.. I would never EVER buy / recommend anything from this company. Look at their recent reviews.. all 1 star, says it all.”

Helpful Report

Posted 4 years ago

“Awaiting delivery today which I paid £40 extra 4 hrs late no explanation, 3 hrs 48 mins on phone got through to be cut off no delivery while on hold waiting to talk to someone as I left a unhappy email got a call to say not arrived in warehouse so why arrange delivery and give a time slot then! Now no sofa at all for me and my children to sit on and unsure when my sofa will arrive”

Helpful Report

Posted 4 years ago

“I spent £4,500 on three leather sofas before Christmas and the delivery date of 26th April eventually arrived, but the sofas did not. Apparently the driver could not get to our property! Since then, I have probably spent fifteen hours on the phone in various queues (the quickest of which was an hour and a half, the slowest nearly three hours!) trying to rearrange my delivery. I have requested managers to return my call (which has not happened) and have emailed the Director of Customer Services - Iain Hayes, who has not deigned to reply! Clearly the shoddy service comes from the very top!! After two hours on the phone yesterday I was told my delivery had been rearranged for today and I would receive an email that evening with a timeslot. As the email did not arrive I spent another 2 hours on the phone this morning (at opening time at 8:30 I was 29th in the queue!) and I was told the sofas were on their way. At 13:00 the delivery arrived. One sofa and not the three I had ordered and for which I had paid. I rang customer services and was 48th in the queue. I lost heart! I have now emailed the CEO. Sadly I do not expect an answer! I have been buying goods of all descriptions for over 30 years and this is CATEGORICALLY the worst experience I have ever had!”

Helpful Report

Posted 4 years ago

“We ordered our sofas at the beginning of February. We booked to take delivery today, 7th May. Excitedly sold our previous sofas, got the room set for the delivery - they turned up almost as the last slot on the delivery run - and they failed to load our order, over £2,500 of sofas onto the truck! Delivery driver was rude... made me feel guilty for the sofas not being on the back of the truck! So, there I am, no sofas, no furniture in the house... the driver said he would try to get them out to us over the weekend but couldn't promise anything... tried to call his boss - no luck there - tried to call his boss' boss - not luck there either. I tried to call sofology - the phones just went dead at 5pm - no thought to the people waiting in the queue, who may be pretty upset that their furniture may not have been delivered and they may now be sitting on the floor - and they even warn you when you phone up: you will be queuing for over 1 hour waiting to speak to someone. Sofology - if you read this - you need to do the following: 1) Train your drivers to care about your customers - trust me - you're not winning brownie points there. 2) Get more call centre staff - and take the live chat feature off your website if you cannot be arsed to man it. 3) Communicate better... we waited months for our sofas, you didn't once communicate with us or send and form of update. We felt like we fell into a black hole - remember: your customers have paid a lot of money to buy your products - treat them with a little respect - it's not that difficult. and 4) Remember: without customers you will not have a business - so put them at the heart of everything that you do and don't treat them with the contempt that you have treated me.”

Helpful Report

Posted 4 years ago

“I have been traumatised by the appalling bad service that I have received from sofology that I have developed high blood pressure. No one warned me. The company needs to be fined.”

Helpful Report

Posted 4 years ago

“Simply appalling customer service by Sofology We ordered our Miidas paid and duly waited, the delivery day came and sofology had sent the wrong sofa. Tried for numerous hours to call customer services, finally got through and they reluctantly agreed to take back. Thid despite the one delivered not fitting in our front room. Was were then promised a temporary sofa whilst we wait for our Midas sofa. At this stage we had disposed of our old sofa and sofology advised that we would have to wait a further 7 weeks. The temporary sofa finally turned up, a week late and stinking of smoke and clearly not having been cleaned. This js clearly an issue considering we are in the midst of a pandemic. Called sofology to explain that we have asthmatic children and they couldn't sit on it due to the over powering stench and that we needed to swap as a matter of urgency. Sofology said that they would replace, again. So after a further week we took a call to collect the temporary sofa but they had no other sofa on board. Again contacted saofology customer services another 3 hours wasted to be advised that they would again organise a replacement, well that was a month ago. We have had to have the temporary sofa cleaned, at our cost, due to the stench in our house and families health. I couldn't describe the utter incompetence of this company, they fail to call back, follow through on any promises and won't even pass us to a manager or department to discuss costs and compensation. We have had numerous days off work for failed deliveries and If we hadnt paid we'd simple cancel. We are in discussions with resolver and the furniture ombudsmen. I highly advise against anyone from using this company. They are beyind terrible”

Helpful Report

Posted 4 years ago

“To everyone having a bad experience with Sofology. I will share my appalling experience here and also how to approach it. This applies if you are a UK customer and bought from Sofology online (so consumer rights & distance selling regulation applies). I bought from sofology online - 2 settees, approx ~£3500 in December 2020 (part deposit, part finance). Delivery date in April came around, but on the day only 1 settee arrived. 2 hours on hold on the phone, live chats open for days with no response. No indication of what happened to my 2nd settee. As of today (05/05/2021) I at least have all of my money back and am awaiting Sofology to contact me (ha ha) to collect the 1 settee in pristine unused condition. Here is how to approach this: 1. From the date of delivery, you have 14 days to cancel the order in its entirety without reason. This is part of UK distance selling regulation (your statutory rights). Ensure that you write a recorded, signed-for letter to Sofology (and any finance company involved in the purchase) explaining the cancellation immediately. 2. If you paid for any part of the transaction using a credit card, you are also protected by Visa / Mastercard (for transactions over £100). Contact your card issuing bank, and request to raise a dispute enclosing the details of the transaction and any correspondence with Sofology. If Sofology fail to respond adequately, your bank can uphold the dispute against them and refund you directly. I hope this helps. I recommend everyone takes this direct action as the only way to stop incompetent businesses like Sofology is simply, to put them out of business. Full disclaimer: This is my own personal experience, I am not versed in law or the legal profession in any way.”

Helpful Report

Posted 4 years ago

“Still sat on garden furniture weeks after my promised delivery date. Zero customer service just automated replies to emails and on line chats. 3 hour hold time to speak to a customer no service rep to be promised a call back that never happens. Joined Sofology Angry customers FB page to discover over 300 people have experienced the same service. Wish I’d gone elsewhere with my 5K... 😡”

Helpful Report

Posted 4 years ago

“I have now been waiting 6 months for a sofa to be delivered and today I got another call to tell me there was a problem and I needed to wait another month at least. Customer service does not seem to have the power to do anything and cannot give any explanation as to why the constant delays. Honestly, do yourself a favour and do not buy from Sofology, unless you are happy sitting on the floor £3000 down.”

Helpful Report

Posted 4 years ago

“Please AVOID Sofology at all costs! They seem the perfect company until you get your money taken and they receive our order but after that you are left with worst experience ever. We ordered Gigi sofa and waited for nearly 15 weeks for delivery (website said up to 12). Once it arrived it was very clearly second hand, covered in scratches and water and oil stains, and faded in some places. The process to get a refund was the worst it could be, we had to copy their CEO in our correspondence in order to get any response, and even then had to take legal advice and threaten legal action before we could get the issue resolved. Save yourself the hassle, even if you have to pay a little extra (though Sofology isn’t even cheap), and go somewhere reputable like John Lewis. We also ordered 5 cushions and they delivered 3 cushions (one of them is wrong one to which we ordered) so much stress we have had last few months dealing with Sofology.”

Helpful Report

Posted 4 years ago

“Sofa ordered January 11th, received an email 2 weeks ago asking us to book delivery, we paid an extra £40 for a Saturday slot. Received an email on Friday confirming delivery would be made as booked between 0730 and 1030, 3 hours later another message to say there was now a problem and we wouldn't be receiving today.....odd ??? Spent hours holding on the phone to eventually speak to someone that basically said it wasn't their problem (customer services - go figure) and we needed to speak to 'deliveries', currently waiting for a call back which we can assume won't happen. Sold our old sofas two days ago so sitting on the floor .... Sofology are a joke and I would of given no stars if possible. Just waiting for their BS excuses now 🙄”

Helpful Report

Posted 4 years ago

“Awful service”

Helpful Report

Posted 4 years ago

“Ordered a sofa from Sofology online. Got my delivery slot, took the day off work, removed my old sofa which I gave away the night before the delivery was meant to arrive. Waited all day in my house waiting for the delivery that never came. Called their customer service number the next day, waited for over an hour for someone to take my call to then be told my sofa was missing parts which they have known about for almost a week. I asked why have I been receiving text messages and emails all week giving me instructions what to do ahead of this existing delivery day ! The woman said oh, someone has just not updated the system therefore you are still getting the delivery timeslot emails / texts. I asked what am I meant to do now as I have no sofa for my family to sit on. She said they will give me £150 towards another one. I said this is unacceptable and asked for someone to call me back asap with more authority to discuss this further. Surprise, surprise no one called. I called again the following day and they then offered me a refurb one. I was disgusted with them, no compassion or understanding of this situation. I will never purchase from them again.”

Helpful Report

Posted 4 years ago

“Very quick to take your money, but beyond AWFUL when it comes to delivery. I received a text to confirm a day and time slot for delivery. I waited in, received nothing. I waited a little longer before calling Sofology to find out where my product was. It was taking so long for Sofology to answer, I tried webchat multiple times, but no one ever answered me on webchat. I had to wait over 2 and a half hours on the phone to be told, the item was marked as returned...no explanation provided at all. I was told I would receive an update in 72 hours. I never received an update in 72 hours. So I tried webchat again, thankfully someone answered. They apologised, seemed like they could rearrange and I was provided a new day for delivery. When the product arrived, it was WRONG. I walked into the store I bought the product from but was told they cant help me and I have to call customer services or try webchat. To me it seems pretty dreadful if a store (who happily took your money) says they can't help you. After calling Sofology, I was on hold again for over 2 and a half hours. I emailed photos to prove the product was incorrect - just as I was told to. But since they said I would hear back in 72 hours (and last time that was a lie), now I am trying to get a new delivery rearranged but I can't get hold of anyone. I waited on the phone for another hour and 38 minutes, and the lady who answered my call suddenly stopped talking after announcing herself; and despite me telling her, can she check if she's put herself on mute (because I knew I hadn't), she hung up on me. She didn't try calling me back either. Worst customer service ever experienced.”

Helpful Report

Posted 4 years ago

“My mother ordered a swivel chair through clearance, paid and was told it would be delivered in a few weeks time. A week before delivery, she was called to confirm the date of delivery, then on the delivery day was called to say her product "could not be located". When speaking to customer service, she was refused a new version of the same chair (that was apparently in stock) and told none of the clearance versions were available, despite them still being on the website. She was then told that the website was not reliable as it wasn't updated as quickly as their systems, so an item that was out of stock could still be shown as available and purchased through the website. This has left her with nothing to sit on but the floor, having removed her old sofa to make room for the new chair. Absolutely disgusted in Sofology”

Helpful Report

Posted 4 years ago

“Like some of the previous reviews my sofa started sagging after 24 hours, and yet the sales person in the paisley reassured me that the leather sofa he recommended would not do this, the technician they sent out said that is the style of the suite, why would anyone buy something that looks like its been sat on for years, and they are refusing to take it back unless I pay a percentage of the cost of the suite, but I am taking this further, do not buy from here.”

Helpful Report

Posted 4 years ago

“If I could leave a minus star score I would. Ordered a 2k sofa last November - delivery date to be this March. two weeks or so before delivery date they emailed to say oh sorry we didn't actually put the order in. Emails out to the Priority customer link bounced back(strangely received a response post my tc with 'customer service'). When I spoke to a worker they were rude and offhand - who advised that the emails probably bounced back because I had poor wifi (what?) appears that they are employing petulant children to manage customer service- I suppose because they just read a script therefore not necessary to have any service skills whatsoever. Offered a discount, which I accepted and they gave me a new delivery date of early May. Again, received an email saying nocando as the supplier cant source the fabric (what?!) and that they would email me when they could and I could go to a link to book in my own delivery date post June. No actual confirmation of timings or that the product could actually be made. Emails went unanswered, bar one which stated that they couldn't respond to emails due to a problematic email system. No response whatsoever from my calls to the 'priority' telephone number supplied (jokes on me I guess). Eventually, once I raised a complaint via Paypal for a refund this was actioned. Unbelievably poor service - good luck with staying in business. 100% SHAMBLES of a company. Unless you have masochistic tendencies then I would strongly advise that you steer clear of these cowboys.”

Helpful Report

Posted 4 years ago

“I took delivery of a leather 3 seater and 2 seater only 4 weeks ago .... the leather on the 3 seater was creased on delivery and started to sag almost straight away. The “technician” has been today and I’m told his report says there is nothing wrong with the sofa !!!! It’s a mess !!! Customer service was not helpful at all, despite the technician agreeing with me that the sofa leather has sagged he did not write this in his report so I’m told that as he is the expert I have no recourse. The sofas are being collected and I will have to pay forgo % charge ... my advice. Think very carefully before you but from sofology ... I have also asked for a copy of the technician report..... not seen that as yet !”

Helpful Report

Posted 4 years ago

“Sofa not even 3mths old and cushions are flat, only my husband and myself in the house. Can’t get through on the phone, terrible service so I’ll have no option but to go back to the shop to complain. Total waste of my money... not a happy customer”

Sofology 1 star review on 24th April 2021

Helpful Report

Posted 4 years ago

“I rarely write a view but have to this time. I have never experienced such shockingly terrible customer service! Ordered a £4k sofa in January, delivered scheduled for 6th April - stayed in all day with no delivery. It is now 22nd April, I have called them and was told this would be looked into - not heard back, I have emailed - not heard back, I tweeted - not heard back and live chat is about as handy as a chocolate teapot! Really really wish I had NEVER ordered from this company! WHERE is my sofa????????”

Helpful Report

Posted 4 years ago

Sofology is rated 1.2 based on 1,654 reviews