Sofology Reviews

Name: Sofology
Rating: 1.22

1.2 Rating 1,655 Reviews

5 %

of reviewers recommend Sofology

1.2

Based on 1,655 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

“When your sofa doesn’t turn up there is no way to make contact with sofology. Hours holding in a queue on the phone, which then cuts you off, emails not responded to, and a web chat that doesn’t exist.! This company will make you ill with the stress… if they have no staff to deliver purchases STOP taking orders in your stores until you’ve sorted out this huge issue you clearly have. Keep your customers properly informed of what the actual issue and above all please give everybody on here an actual number to call to speak to someone. Stop sending out automated emails requesting payment and to book a delivery date which you are clearly not fulfilling NOT ACCEPTABLE,”

Helpful Report

Posted 3 years ago

“Absolute scam. They look good on TrustPilot because they ask customers to review them after the initial sale. The initial sale process in store is very good, the consultants are really helpful. It goes as far as that. You're told it may take up to 14 weeks but can often be quicker. I'm now waiting 20 weeks with no delivery date, no updates, no nothing. You also have to wait between 1 - 2 hours on hold to get through to anyone on the phone. If I looked further into reviews before I'd purchased I'd have seen all of this. If you are reading this and deciding on whether to purchase from them, honestly, steer clear. Filter the TrustPilot reviews by the 1 star reviews and you'll see how many there are.”

Helpful Report

Posted 3 years ago

“PLEASE AVOID BUYING FROM THEM! They are now trading with DFS and blaming THAT for the shambles... We ordered suite in May. Only halve arrived!, the other WENT MISSING!!! Hours on phone! One call lasted 1 hour 22 mins, resulting in yet more blatant lies...Shop not interested! We are now seeking legal advice as they have collected our substandard sofa, and have not issued ANY refund. MORE LIES! Trading Standards have received countless complaints so I would avoid buying from either SOFOLOGY OR DFS!”

Helpful Report

Posted 3 years ago

“We got sucked in by how nice their store looks and their promises to help the environment. Don't order from Sofology. We viewed in store, found the perfect sofa and then purchased online after checking the measurements of the new house. I wish I'd looked at the reviews and endless twitter complaints before ordering. The actual sofa arrived on time but the footstool arrived in the wrong design and faulty. I was promised a call the next day to resolve... Nothing. It took two months of emails, tweets, DMs and chat messages (one no show delivery and one incorrect item again) to finally get the footstool. I raised a complaint and they only acknowledged it after 3 weeks and me forwarding it to the CEO, that was the only way to get my item finally reordered. The online support team don't respond for days and then send a generic message about being really busy, ask if you still need help and then you wait several days for the same generic message again. There are clearly some fundamental flaws in Sofologys processes, just look at twitter, Facebook and between the fake reviews on Trustpilot to see how many people are struggling. Mistakes can happen but Sofology are clearly making regular mistakes and it is a battle for anyone to get them resolved.”

Helpful Report

Posted 3 years ago

“Absolutely abmisal service. My 78 mother still waiting after 19 weeks. She went to Brent Cross last week to chase, she is still waiting for Olivia to call her back, was promised a call with delivery date by Sunday 3pm. Still waiting.”

Helpful Report

Posted 3 years ago

“WILL NEVER buy from Sofology again. I reported that the seats on my sofa were not sufficiently filled with the foam, and that material was loose on seats. A Sofology technician came out, then later that day received email to say the matter was resolved. I couldn’t believe it. Sofology said if I wanted to change seating, I would have to pay extra, I have only had sofa 3 months. Bad customer uncaring service, ignore what you tell them. DO NOT BUY FROM SOFOLOGY”

Sofology 1 star review on 31st August 2021

Helpful Report

Posted 3 years ago

“Seriously....don't bother! My experience has been shockingly terrible & the worst customer service ever! Ordered & paid for 2 x sofas 4 Feb 21. Everything great at point of sale & couldn't be faulted. Sofology account set up the next day with anticipated delivery date of mid-April. Blanket email received mid-April saying phones are busy & there are delays due to lockdown but deliveries are still being scheduled & they are emailing customers as soon as delivery can be arranged. Heard nothing further so chased end June. Couldn't get through by webchat or phone so found an email addy. Got a reply saying someone would call the next day about delivery. Nobody did. Chased a few more times by email to mid-July but heard absolutely nothing. At the end of July I hung on the telephone for an hour & did get to speak to somebody vaguely helpful who confirmed both my sofas existed, (my first confirmation that they did!) & that one had made it to the correct local depot but the other was still 150 miles away. She would get that one moved to the local depot & call me in a couple of days when that had been done but, needless to say I heard nothing further. Emailed 9 August saying enough was enough, I was disgusted & unless there was an immediate resolution & apology I would be cancelling. Got a holding reply with anticipated 72 hour response time but heard nothing further so telephoned 20 August but couldn't get through or leave contact details. Also checked My Sofology & saw the first change there since it was set up back in Feb namely (& very worryingly) that my order details had completely disappeared & were blank! So I got solicitors involved who sent a letter by post & email on 25 August. The email bounced back undelivered from the very address Sofology give in their T&Cs to use (!) so the next day the solicitors blitzkrieged it to every Sofology email address I have used since first dealing with them & within 40 mins their Complaints Department (complaints@sofology.co.uk) were on the phone processing a full refund which hit my bank on 28 August signalling THE END OF A LONG & VERY CRAPPY EXPERIENCE. It wasn't the delivery delay that caused the problem. It was the total lack of agency in being able to contact Sofology. I note they have a new blanket update on their website at the time of writing but they should be messaging that info to their customers or, at the very least, updating their My Sofology accounts.”

Helpful Report

Posted 3 years ago

“If I could have awarded less than 1 star I would have. I have spent over 5 hours of my life that I can't get back waiting of a response. Insurance company placed order as it is replacement for damage furniture so I don't have access to track where order is upto. I had been promised that I would have got my replacement by end of August 2021. I haven't heard from company to arrange or explain delay. VERY POOR. Feel rate going it will be February 2022.”

Helpful Report

Posted 3 years ago

“I agree with all the other 1 star reviews, bad customer service, no sofa and approaching 5 months since I ordered. You spend your life chasing round after them and trying to do their job for them. Avoid, Avoid, Avoid!!”

Helpful Report

Posted 3 years ago

“We have unfortunately had a terrible experience so far with Sofology. We were quoted 8-10 weeks for the delivery of the sofa we ordered and we now expect to receive it after 18 weeks. That in itself has made the experience frustrating, but the fact that every time we try to call the customer service, we have to wait at least 1 hour on the phone before being able to speak with someone has made everything worse. On top of this, we are not able to cancel our order as this would incur a penalty of 30% of the price we paid for the sofa. Although the sofas are well priced, I would be willing to pay more somewhere else next time.”

Helpful Report

Posted 3 years ago

“So angry with this company, All the reviews here are 100% true. I wish I could give zero stars. Our delivery date has been changed yet again with the same "cargo issue" being used. You cant keep using covid as an excuse, if you have staff shortage then dont give an expected delivery date. We have moved into our new home and based our delivery date on the expected sofa delivery date given. Me, my wife, 3 year old a 5 week old have been on the floor since moved in. My wife is breastfeeding sat on the floor, I can't even explain how emotional I am that my family have nowhere to sit comfortably. I wish I never used sofology, I wish I never believed the rose tinted BS the Farnborough staff told us. Beyond poor, absolutely disgusted. Will NEVER recommend!!!!!”

Helpful Report

Posted 3 years ago

“We ordered a settee and love settee only one came l rang emailed you the love settee was never mentioned where it was this was 3 months later and phone to pick the settee up and they said the love settee was never made it is disgusted how we have been treated won't be having anything else from there”

Helpful Report

Posted 3 years ago

“Sofa too uncomfortable to sit on after a few weeks. Foams collapsing and sofa squeaks. Their technician told me they would fix it and then put a report in saying it’s ok. The other matching one is fine?? They wouldn’t give me replacement seat foams or even a discount on a new replacement sofa. I can squeeze the seat pads from 5inches to zero with my fingers. The second sofa is fine. Solid seat pad no squeaking???”

Helpful Report

Posted 3 years ago

“Ordered two, two seater sofas. Sofas apparently in different depots and three different times booked for delivery and only one sofa brought. I e declined to accept these as no clarity when the other one will arrive, it’s in a depot in England for some reason. Customer service awful, two hour wait in queues, My Sofology account does not work, no response to contact forms. I could go on but I think that’s enough. Absolutely no idea how a business can function so poorly. Going to cancel my order and will never use or recommend to anyone.”

Helpful Report

Posted 3 years ago

“So fed up with this company now. Delivery date been changed three times now. One excuse after another and to top it all off its me chasing up not one phone call for an update. Thoroughly peed off”

Helpful Report

Posted 3 years ago

“Avoid this company at all cost. Very poor customer service. Our sofas delivery date just keeps on getting extended and they have no loan sofas available to offer us. I have been promised a call back on 3 occasions but not heard anything.”

Helpful Report

Posted 3 years ago

“I would them zero stars but that option is not available. Paid in may delivery as been canceld twice by sofology and we still have not got it. Customer service is nil. Would not buy from them again. The company is owned by DSF to.”

Helpful Report

Posted 3 years ago

“They don’t even deserve the one star. Haven’t even received my sofa yet but their after sales customer service is literally the worst customer experience I’ve ever had. Can’t log on to My Sofology, have been emailing them and trying to resolve it since June, so today I decided to endure the wait to speak to them on the phone. I waited patiently for 2hrs and 13mins, only to get to position no 1 and then get cut off. Absolute joke. And the online chat is useless. I would avoid this company at all costs 🤬”

Helpful Report

Posted 3 years ago

“I wish I could give zero stars for this joke of a company. Over 4 weeks ago I ordered a sofa in their ‘quick stock’ with promises of a 2 week delivery turnaround. Since then I have booked 2 days holiday, both days my sofa has not been delivered due to ‘depot issues’- both times my sofa hasn’t been loaded onto the van!! Customer service is poor too- twice been promised a call back from a senior member of the team (Giltbrook Nottingham branch) and twice haven’t received an update. Have cancelled my order and will NEVER order from here again.”

Helpful Report

Posted 3 years ago

“Don’t buy anything from sofology. 20 weeks later and still no sofa. Expected deliveries cancelled and delayed and no way of speaking to someone. Customer service phone - can’t get further than caller 50 in queue. Online chat - only deal with new sales. Endless contact forms completed requesting cancellation and refund. Store unable to help after 7 days of purchase. Rather shocking and too much energy wasted. Doubt I’ll get a refund :(”

Helpful Report

Posted 3 years ago

Sofology is rated 1.2 based on 1,655 reviews