Name: Sofology
Rating: 1.21

“We paid 2.000£ for corner sofa 1,5 years ago, rubished quality never again buy from this company.”

Posted 4 years ago

“Everything. Took my money, no Sofa. Scammer, fraudsters, And liars. Steer well clear at all costs. You have been warned.!!!!!!!!”

Helpful Report

Posted 4 years ago

“These people are a joke!!! They have been extremely efficient at selling to us, taking our deposit and then our money, but after over 4 hours on the phone and 2 changes to the delivery dates we can't talk to anyone and they are cutting us off. Don't touch with a barge pole!!”

Helpful Report

Posted 4 years ago

“I originally put 5 stars ..when I bought my sofa...couldn't do enough for me..however.....soon as I paid in full nobody has contacted me regards any concerns or about when my delivery date is which has been and gone twice!! All I get is a standard generated letter saying they will contact me in 3 days which tbey dont!! Why cant I cancel without loosing my money?? Especially if they are not adhering to thei side if the contractWe are both nhs shift workers and have had no sofa since January...(sitting on my outside sofa) I honestly will never reccomend this company!! Absutley gutted!! Why are they allowed to dobthis???”

Helpful Report

Posted 4 years ago

“I could score 0 stars I would if I could score 0 stars I would, first off the wrong sofa was originally delivered, it then took several weeks to get a loan sofa delivered and the wrong sofa picked up, now the correct sofa is available for delivery, it was booked in for Thursday, no one showed up, no phone call to advise it would not be delivered, 2 hours on hold on the phone later it was arranged for Sunday, exact same happened again, after another 2 hours on call, still no update. phoned again today 2 hours on hold, still cant locate my sofa. I have gave them until the end of the day for an update before I demand a full refund. total incompetence from the whole company.”

Helpful Report

Posted 4 years ago

“I could score 0 stars I would if I could score 0 stars I would, first off the wrong sofa was originally delivered, it then took several weeks to get a loan sofa delivered and the wrong sofa picked up, now the correct sofa is available for delivery, it was booked in for Thursday, no one showed up, no phone call to advise it would not be delivered, 2 hours on hold on the phone later it was arranged for Sunday, exact same happened again, after another 2 hours on call, still no update. phoned again today 2 hours on hold, still cant locate my sofa. I have gave them until the end of the day for an update before I demand a full refund. total incompetence from the whole company.”

Helpful Report

Posted 4 years ago

“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

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

Sofology Reviews