Sofology Reviews

Name: Sofology
Rating: 1.22

1.2 Rating 1,656 Reviews

5 %

of reviewers recommend Sofology

1.2

Based on 1,656 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

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

“AVOID THIS COMPANY.. Ordered a new leather suite from Sofology paid the delivery charge have waited 16 weeks for someone to contact regarding delivery of the new sofas and found that if you want to have it delivered on a Saturday it's an extra £30 for the privilege not once was this charge mentioned instore and it is not in the delivery terms and conditions on their website, have spoken to our local store and they're not interested, neither is anyone on the end of either the telephone or live chat!!, left a poor review on another site and hey presto a message appeared to send contact details and the escalation team would be in touch within 48 hours and guess what it's 6 days later and still nothing..and to top everything off we received an email yesterday stating that they now can not deliver on our chosen date( something to do with the vessel the shipment is on) and we have to wait an extra week before they can get it to us.. Sofology your customer service is DIABOLICAL you are disinterested in anything that involves you having to actually listen and sort out your paying customers issues and frustrations, it would be ZERO stars if that was an option...”

Helpful Report

Posted 7 years ago

“Surprise surprise !!! No response or resolution after 4 weeks or initial contact!! take heed all potential customers Published 3 days ago Updated 48 hours ago absolutely shocking customer service absolutely shocking customer service. no telephone number available to speak to a human being. all now done via email so they don't have to reply to you. initially very pleased although when i was sold the suite was told (as they advertise) the sales people do not get commission, but was asked when its delivered can you go on trust pilot and give me a 5 star rating then i will get my commission. when we were sold the sofas we were told you dont have to worry about measuring your door as the arms come off. the delivery guys not very happy about taking arms off so had to go through my neighbours garden and lift both our fence panels to get in the back of our house treading mud through my kitchen. after about 3 months the arm on one of the sofas sounded like cardboard when you touched it and felt like it, very flimsy. after spending £3500 i was very disappointed. my last sofa cost me £650 and was built much better. reported to sofology and was transferred to home serve. they came and repaired the problem only to go even worse after another 2 months. home serve came out again to repair it i said i dont want it repaired as it is even worse than before, i want the arm replacing, well within my rights to ask for replacement arm ( not whole sofa). was told sofology will get back to me once they have received home serve report. 2 weeks later no reply. tried to call all numbers on website no reply. had to visit store where purchased to be told by the manager nothing they can do they only take the money. he emailed the escalation team supposed to respond within 48 hours. another 2 weeks no reply. emailed again to be told complaint now with priority team and reply within 72 hours. another week and half later still no reply. the phone number for the priority team just rings out for half an hour at a time. spoke to the finance company to be told they will get involved if problem not sorted after 8 weeks. spoke to the store again to be told if you want any action you need to write a poor review on trust pilot as someone has to respond within 48 hours. if i ever treated my customers this way i would expect to go out of business. YET AGAIN SOFOLOGY WHAT A COP OUT NO RESOLUTION JUST ANOTHER EMAIL SAYING GET BACK TO ME Sofology Reply from Sofology Published 3 days ago Hi Mrs Petford I am sorry to hear about your experience so far. Please can you send me your order details so I can look into this further for you? My email address is social.media.complaints@sofology.co.uk Many thanks Will”

Helpful Report

Posted 7 years ago

“Published 3 days ago Updated 48 hours ago absolutely shocking customer service absolutely shocking customer service. no telephone number available to speak to a human being. all now done via email so they don't have to reply to you. initially very pleased although when i was sold the suite was told (as they advertise) the sales people do not get commission, but was asked when its delivered can you go on trust pilot and give me a 5 star rating then i will get my commission. when we were sold the sofas we were told you dont have to worry about measuring your door as the arms come off. the delivery guys not very happy about taking arms off so had to go through my neighbours garden and lift both our fence panels to get in the back of our house treading mud through my kitchen. after about 3 months the arm on one of the sofas sounded like cardboard when you touched it and felt like it, very flimsy. after spending £3500 i was very disappointed. my last sofa cost me £650 and was built much better. reported to sofology and was transferred to home serve. they came and repaired the problem only to go even worse after another 2 months. home serve came out again to repair it i said i dont want it repaired as it is even worse than before, i want the arm replacing, well within my rights to ask for replacement arm ( not whole sofa). was told sofology will get back to me once they have received home serve report. 2 weeks later no reply. tried to call all numbers on website no reply. had to visit store where purchased to be told by the manager nothing they can do they only take the money. he emailed the escalation team supposed to respond within 48 hours. another 2 weeks no reply. emailed again to be told complaint now with priority team and reply within 72 hours. another week and half later still no reply. the phone number for the priority team just rings out for half an hour at a time. spoke to the finance company to be told they will get involved if problem not sorted after 8 weeks. spoke to the store again to be told if you want any action you need to write a poor review on trust pilot as someone has to respond within 48 hours. if i ever treated my customers this way i would expect to go out of business. YET AGAIN SOFOLOGY WHAT A COP OUT NO RESOLUTION JUST ANOTHER EMAIL SAYING GET BACK TO ME Sofology Reply from Sofology Published 3 days ago Hi Mrs Petford I am sorry to hear about your experience so far. Please can you send me your order details so I can look into this further for you? My email address is social.media.complaints@sofology.co.uk Many thanks Will”

Helpful Report

Posted 7 years ago

“Ordered a sofa which came In March 2018 after 2 Months a button came off and was told a service visit will take place when I book it in by ringing up and Ive currently sat on hold for 50 minutes no answer all I can say is rubbish!!!”

Helpful Report

Posted 7 years ago

“After reading the reviews below we will not be going too sofology,”

Helpful Report

Posted 7 years ago

“Ordered from Sofology over the Web ex display set, great sales over the phone, great delivery guys (if not over priced @ £75:00). The suite should have been inspected prior to delivery, it wasn't. The back was broken and never got in our house, it was reported back to Customer Service by the delivery guys, we then had a stream of emails from the Customer Service department with little or no information. No Phone numbers on the website, Web chat waited over an hour then gave up after a few emails they sent a number 01942 463 019 then later on express customer service number 03444 81 80 32 when we canceled the order both numbers over an hour waiting. In short worst customer service every which you won't find out about until you have a problem like us.”

Helpful Report

Posted 7 years ago

“Damage was caused to my ceiling during delivery. Despite using several means to complain over the past 4 weeks, no one has addressed my complaint or spoken to me. You get a standard email response stating they will respond in 48 or 72 hours, no one responds. I have never experienced such poor customer service and I want to ensure as many people as possible are aware of this. Avoid this company.”

Helpful Report

Posted 7 years ago

“Wish I had read these reviews before purchasing. Ordered several items in April, was quoted 7 weeks delivery. I chased mid May to be told they ordered an incorrect item and had to be reordered so will take 9 weeks extra but they will deliver the remainder before. Was told the remainder were now in stock but will take another 5 weeks to deliver because we are out of area (Devon). Awaiting various call backs from customer support regarding actually getting out items. Also if anyone checks they offer a £50 refund on delayed deliveries so worth checking out....not that we have received this yet! I WOULD AVOID THIS COMPANY IF YOU CAN.”

Helpful Report

Posted 7 years ago

“0 out of 5. Leather quality appalling...looks like I have had it 10 years despite it being six months old. Cushions failed so we are practically sitting on the floor. Two repair visits booked which they didn't show up to after which told wrong parts ordered. Have to have 5 seats repaired in my own home customer service appalling, contact centre a joke and still waiting to speak to a manager after six months. Ombudsmen also pointless insisting I have to have repair. If this company had any credibility they would attempt a resolution to customers satisfaction but they simply don't care. Prices 4x that if competitors.. the latter of whom provide superior quality and customer service. I am an extremely tolerant buyer who never complains. Be warned.”

Helpful Report

Posted 7 years ago

“IF I could give no stars I would. We have had 3 sofas from them, all faulty and now they have removed the customer service telephone line so you cannot get any help at all. We have emailed over and again and nobody responds. In the end we had to get the Furniture Ombudsman involved and they agreed to collect the sofa and refund us. They have collected the furniture but guess what - no refund has appeared!”

Helpful Report

Posted 7 years ago

“Very poor customer services, been waiting since January 2018 for a resolve, still have two sofas that we are paying for that are of a below satisfactory standard!”

Helpful Report

Posted 7 years ago

“Waited over 4 months for what I thought were bespoke design sofas turned out to be wrong design which didn’t fit in the room and when spoke to customer services I was more or less told tough they were the sofas I ordered and I have to live with that. Absolutely shambolic service and attitude towards customers. Definitely will not be recommending in fact will tell anyone looking for sofas to avoid this company.”

Helpful Report

Posted 7 years ago

“Everything worse service I have ever had. Ordered sofa over 9 weeks was due for delivery 4 weeks after ordering to be there was a problem was the it would be delivered 2 weeks later took a days holiday van turned up but the sofa wasn't on the van drivers didn't know where it was phoned customer service to be told sofa,was in London. After this was promised sofa would be delivered 12th may. Was sent email to say it was coming. Day came and went still no sofa phoned them again to be told part of my sofa had been delivered to another customer in London. They have now had to reorder the sofa and don't know when my new one arrive. All this time I have been sitting on bean bags.. I've phoned and emailed them so many times I am so stressed out by it all. I asked that their finance department call me as except some form of compensation. Still nothing”

Helpful Report

Posted 7 years ago

“Purchased a leather 3 seater (Brown) and a rise/recliner chair, not cheap Where you head touches back of chair , the colour is being lost, leaving an obvious fault. Reported to Sofology , they asked for photos despite us being almost on top of the store. We explained as we are 76 years old and not aufait with doing photos over internet,could someone call. they simply sent an email saying case is closed. My daughter bought 2 sofas from DFS and there was a small problem, they sent someone immediately and problem was resolved quickly. The problem with sofology is they have no support staff or facilities for doing repairs, they only have salesmen and clerical staff. Our sofa and chair - frames made in USA, leather comes from Italy and whole thing assembled in Far East then put in a container and sent to UK. So no manufacturing facility in UK Do not use sofology”

Helpful Report

Posted 7 years ago

“After the arranged delivery date some three weeks agowe have still not received any apologies we do not have any furniture as we sent our suite to charity not good for pensioners want my money refunded so I can go to a relatable company”

Helpful Report

Posted 7 years ago

“Sofa was poor quality and legs fell off”

Helpful Report

Posted 7 years ago

“Sofology sent me a damaged sofa... and some brown paint I made an order with Sofology and was told it would be a 14 week wait for the sofa. After 14 weeks I was not contacted at all and had to chase them to get it delivered. When the sofa was delivered there was damage to the right side. I was told to contact Sofology support, which I did immediately. I was told by Sofology that a "technician" would contact me to resolve the issue. Again, no contact from the "technician". Instead, a day later, Sofology sent a small bottle of brown paint to me by post. The sofa is not discoloured, it is damaged. I made this very clear several times to them. I paid over £1000 for a brand new, leather sofa. After a 14 week wait they have sent me damaged goods and instead of arranging for a replacement they just fling some paint my way and then continue to ignore my support requests. This is after the incident that happened below with assuring me the sofa would fit (and it didnt)”

Helpful Report

Posted 7 years ago

“Please do not buy from this company read all reviews.. shocking quality,and no after sales help at all.. There sofas look good in store but you end up with awful faulty products. .”

Helpful Report

Posted 7 years ago

“When purchasing the sofa the service recived is fantastic .. however it all goes terribly down hill from then on the service is awful. They call and text to advise payment required has sofa is ready for delivery book a slit then repeatedly cancel leaving myself with two children and no furniture for three weeks. Advised that a refund of delivery and a gesture of goodwill be be refunded to me after many calls and emails nothing recived they do not even acknowledge you. I have purchased sofas from other competitor company's in the past there sofas ate half the price and there services is amazing compared to sofoligy my reccomendation would to be avoid purchasing from this company.”

Helpful Report

Posted 7 years ago

“Poor internal processes and disconnect between store and warehouse. We bought a sofa with the understanding that we could pick up the sofa the same day. Drove to the warehouse and were told that's not possible. Phoned the store and no-one picked up. Drove back to the store and were told couch would have to be delivered. When we rented a van that day specifically to transport a couch! In the end, the delivery was made a week later and, despite promises made, they still deducted a transport fee from my credit card. Terrible service!”

Helpful Report

Posted 7 years ago

Sofology is rated 1.2 based on 1,656 reviews