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

“Please be wary of dealing with this company. Although our experience of the store staff (Manchester White City) was very positive, the after sales support team are an absolute NIGHTMARE. The sofa we ordered, a leather suite consisting of a 2 seater recliner and a 3 seater (costing around £2600) arrived with serious manufacturing defects. Both sofas are visibly misaligned and in different sections rather than in just one area. The seams do not match up and are awry. The rear of the 2 seater is visibly askew. The technician's visit confirmed that there were indeed manufacturing defects in both the sofas. He took several photographs for his report. Since then the company have been bullying me into accepting the sofa subject to repairs. I have repeatedly explained that I ordered a brand new fairly expensive sofa which should have arrived in perfect condition or at worst with minor defects such as a mark or scratch which could be considered for a touch up. The sofa that did arrive was unfit for sale even at fraction of the cost. Given the scale of the faults, any repairs will amount to a refurbishment rather than a repair. As I wasn't interested in buying refurbished furniture, but a new one, I asked several times now for a replacement or outright cancellation and refund. However, the support team are utterly deaf to my requests, and are continuing to force me into accepting the sofa on their terms. I have never before experienced such an atrocious, uncooperative attitude from a major furniture company. On occasion that a problem arose, the companies have been extremely forthcoming in offering replacements with no quibbles. I regret having stepped into this store. It's a mistake I shall not repeat.”

Helpful Report

Posted 6 years ago

“Wouldn’t touch Sofology with a barge pole! After sales service is atrocious. Bought a leather recliner sofa and electric recliner armchair. Sales rep promised the world at point of purchase, but when chair completely flatten, tore underneath and foam disintegrated, Sofology completely wiped their hands of all responsibility, and this despite having a load of hassle immediately after delivery.”

Helpful Report

Posted 6 years ago

“Bought a Morretti leather suite that was almost perfect except that the armchair had been very badly made and one arm didnt match the the other ,very different grades of leather had been used and the underside cover had been ripped exposing cable ties and old bits of wood and loose bolts ,mailed Sofology and just got fobbed off told me to rub the affected arm with a pillow ,how very different the attitude of this company when they have your cash ,they went from warm and friendly to treating me like an idiot,sent many images showing the problem but was passed from pillar to post ,do not buy anything from them there is no after sales just well tained fob off monkeys”

Helpful Report

Posted 6 years ago

“After very good sales rest of the experience has been an absolute nightmare. We were told our suite was coming on October 3rd between 10 a.m. and 2 p.m. My wife changed her working hours and we arranged to have the old sofa collected by a charity. It got to 3.15 p.m and no sign of the suite. After several phone calls to a variety of people ( as we were passed from one person to another) we discover that the wrong sofa was delivered This is the first we have heard of this. My wife has now been on the phone for over an hour. We now have nothing to sit on except for garden chairs and have guests coming on October 12th. Further to my earlier posting someone was supposed to call us after 10 a.m. today about the horrendous cock up Sofology have caused.. It is now 18.55. We called in at Sofology, Cannock where the manager, Raj, could not have been more helpful. He e mailed Sofology and asked someone to contact me or my wife, giving both mobile numbers. We waited, we waited, we waited. No call. My wife called Raj and he let them know we still haven`t had a call. He contacted them again. Still no call. He rang to say he was going home and would get in touch with Sofology in the morning. What sort of company ignores their own employees and their customers ???!!! I did have a response from someone about my earlier posting with an e mail address but what is the point ? Strange that having put a negative review on here there quickly followed lots of positive ones, diluting my comment. Strange that eh ? Save yourself hassle, time and money. Go elsewhere !”

Helpful Report

Posted 6 years ago

“Wish we had seen these reviews before purchasing. Fed up to the back teeth of chasing Sofology ‘ customer services ‘ haha joke of a department up. Reclining sofas came apart soon after purchase and getting them fixed has been a joke. Engineer came out twice, once unannounced, so we were not in, second time, fixed but soon after broke again. Customer service both by email and phone is an absolute disgrace. They cannot even spell or string together an understandable sentence. I have been told that the recliner is ‘like a jigsaw’, fits back into place but you can still see the lines.?!?!?! There’s an inch gap in between my jigsaw pieces thanks Sofology!!!!!! No matter how nice you think the sofas are in store, and how lovely the sales staff are, do not order from Sofology unless you have nothing better to do with your life than chase up endless repairs! Avoid ! Avoid! Avoid!!!!!!!!”

Helpful Report

Posted 6 years ago

“AVOID like the plague!!! The worse customer service EVER. Once you have signed on the dotted line, there is no going back. they do not listen, and the policy of customer rights does not sit well with this company. I just wish I had seen this site before buying :(”

Helpful Report

Posted 6 years ago

“I have come across this site only through my experience with a fellini leather settee I purchased 10 months ago from SOFOLOGY. the seating cushion has basically lost all its shape in no time at all, its of very poor quality for that to happen. emailed for support and been in touch with a guy called craig and to my astonishment after viewing the pics I sent him he got back in touch with me saying all it needs is a bit of tlc !! wtf paid 1500 quid and its been in no way misused or abused in anyway for the 11 months I have had it, so for it to end up like the state it is in is very annoying and then to get in touch with SOFOLOGY to be told a bit of tlc will sort it is a insult. I'm left fuming at how much I paid for a settee that is not fit for purpose and to be patronized so this is my one and only experience with this joke of a company- so for any potential buyers out there, be aware that the quality is not just poor but its very poor along with their customer service team pushing it all the way for a dead heat. had I of come across this site before I purchased it , I would of taken onboard all the negative reviews and avoided this sham of a company. take it from me.......JUST AVOID”

Helpful Report

Posted 6 years ago

“Horrendous experience and shocking quality. Sofas sagged to the point of severe back pain after six weeks and leather Peeling. Promised a repair but took three months to send cushions after which technician failed to show. Further visit arranged but wrong cushions ordered...they are huge and I still have them taking up space after 6months. Ombudsman a waste of time. They go off reports from sofology who surprise surprise say nothing wrong. I had arrogant and patronising call centre staff telling me it's a beautiful piece of furniture and they are only repairing out of goodwill...joke! Eventually they do a repair. Seats still uncomfortable and sagging. I got to see internal quality and it is appalling . No manager call despite requesting for past year . Wood floor damaged during repair which they dispute and basically called me a liar. Do not buy from this company. Overpriced shoddy goods and no customer service.”

Helpful Report

Posted 6 years ago

“I chose the suite of my dreams in March 2018 with the promise the suite could be totally broken down to fit a small entrance. Waited 3months & then donated my old suite! Bare living room - My 1st Delivery got changed, 2nd delivery didn’t turn up, 3rd delivery arrived sofa not broken down, 4th delivery they noticed the corner unit could not break down so took my whole suite back, had to order a totally new unit, got offered a replacement suite, took 5th day off work, delivery failed as they forgot to put replacement on the van, took 6th day off, replacement suite arrived (not broken down) Had to wait another 3 months for new order, that’s 6months waiting & 3 months with no furniture in my living room. New date came for my new sofa, called to confirm that it’ll be broken right down to assemble in the house, The suite arrived NOT broken down & the delivery men left with my suite AGAIN.... it’s been a living HELL!!! An absolute nightmare!”

Helpful Report

Posted 6 years ago

“Disgusting service & totally incompetent! chose the suite of my dreams in March 2018 with the promise the suite could be totally broken down to fit a small entrance. Waited 3months & then donated my old suite! Bare living room - My 1st Delivery got changed, 2nd delivery didn’t turn up, 3rd delivery arrived sofa not broken down, 4th delivery they noticed the corner unit could not break down so took my whole suite back, had to order a totally new unit, got offered a replacement suite, took 5th day off work, delivery failed as they forgot to put replacement on the van, took 6th day off, replacement suite arrive (not broken down) Had to wait another 3 months for new order, that’s 6months waiting & 3 months with no furniture in my living room. New date came for my new sofa, called to confirm that it’ll be broken right down to assemble in the house, took 7th day off work & the Suite arrived NOT broken down, delivery men said the back won’t come off & left with my suite AGAIN.... it’s been a living HELL!!! An absolute nightmare! Iv never ever experienced this level of total disregard for my loss of earnings & stress. Iv had no furniture ALL SUMMER! It’s just disgusting! Do not order from Sofology unless you have free mentalhealth after care!”

Helpful Report

Posted 6 years ago

“Pre sales promise the earth, it's only after you start to see the cracks. Ordered a settee which was delivered, cushions soiled etc but was fast talked into signing for the couch under the agreement that photographs had been taken and someone would call be later that day to replace them. According to customer services this was never even logged. I called the store I bought it from (Bolton) and they don't want to know - you get told to go to an online system and cannot speak to a real person. Noone has ever replied, I did get someone on chat and she replied telling me to put another support ticket in and then stopped replying. I have contacted my bank who are now helping me sort this out as Sofology don't want to know, and I'm left with a filthy, stained couch. Allegedly your couch should be delivered in a red bag and I can't help but thinking if ours had been this wouldn't have happened. Your asked to say it was if anyone asks by the driver though! Spoke to Laura the manager at Middlebrook who's reply was "There's nothing I can do about it" - she also said it was OK to quote her saying that. ** Important edit *** After getting nowhere, I remembered to check the CCTV footage from the front of my house which shows one of the delivery people dropping the cushions on the road and in the back of the van (none of them covered in wrapping etc). Amazingly when I mentioned this, as if by magic a customer service manager is coming tomorrow to have a look.... but they'll charge us £69 if we're not in and they won't tell us when they're coming!”

Helpful Report

Posted 6 years ago

“While I agree that the initial service was excellent and I did rate it very highly two years ago. However a few weeks ago I went in to the shop where I purchased the suit with photos of the leather peeling off. Some were small areas around the seams but some were larger. The manager looked at the photos , agreed that there seemed to be a problem and emailed the company for us. They said they would respond within 24 hours. We went home happy with this service. An initial email asked for photos which I sent however on looking at another email that had come from them they said that it was only covered by a one year warranty and that I would have to pay £69 for a technician to visit plus the cost of any repairs. This is totally unacceptable, in my opinion, and have contacted them by email again was told exactly the same. I have not been able to contact them by phone. If it was possible to give a zero score I would. Please do not be misled by the initial contact.”

Helpful Report

Posted 6 years ago

“Please do not ever use this company!!!! Appalling lack of customer service No one ever returns a call Minimum of 30 min wait just to get through to a human being Delivery delayed with less that 24 hours notice 4 weeks later and still no contact from customer service or complaints I will literally never use this company ever again”

Helpful Report

Posted 6 years ago

“I have been so excited to get my new sofa that is costing me a small fortune but it was my treat. Ruined by the fact they sent an entire wrong peice. How can sofa experts get it so wrong?? Is the stock not checked and double checked before it is delivered??? And judging by all the poor reviews I don't think I will get resolved any time soon. I have requested a phone call as there is no one for me to phone and still nothing. Sofology you suck”

Helpful Report

Posted 6 years ago

“Sofology sales-people mislead customers into submitting a 5 star review on Trustpilot at point of sale when in fact customers should reserve final judgement until they have actually taken time to use their sofas. Mine, as numerous other customers purchases did, sagged, creased and looked deflated within a few weeks of use which Sofology try to fob off as being badly maintained by the customer when in fact their products are sub-standard imports from China. The showroom sofas are of far superior quality and used to lure customers in. I got fed up with their atrocious and aggressive aftersales team, skipped the Furniture Ombudsman and filed a small claim against them. Within a day they contacted me to arrange a refund and collection. They sell overpriced, imported tat made of sub standard leather and filled with cotton wool.”

Helpful Report

Posted 6 years ago

“Thank god l came across this site.l was just about to part with a lot of money and buy a sofa & chair online.Due to system failure at the bank l was unable to get my money.Then l read all your reviews.Very scary.This company should be shut down.l will now look elsewhere.”

Helpful Report

Posted 6 years ago

“Our sofa and chairs were delivered in January 2017. The salesman was so pleasant,friendly and plausible we were persuaded to take out the warranty. We were told how it would cover stains ,damage etc and how wonderful this cover was. This cost £156 and we paid £39 for the sofology leather cleaners. As the furniture cost so much we really looked after it and cleaned it about once a month. In July I was cleaning it and I noticed a light coloured patch on one chair before I actually cleaned it. Still I thought I've got the warranty and I phoned them to be told they wanted me to do it on line. I explained that as we were older we'd rather complete a manual form. I was told someone would ring back. Over a week later I got a phone call asking for my address to send the form. Why the person I initially spoke to couldn't have done this I don't know. Any way I completed and posted the form. About a fortnight went by and I got an e mail asking for the details I'd already entered on the form. However I duly responded with the same details. I then received an automated reply saying that I would receive a reply within 5 days. Another two or three weeks passed so I phoned up. The person I spoke to didn't know what was happening so I asked if I could speak directly to the team dealing with the claim. They don't take incoming calls! I was assured I would be contacted in 5 days. After another two weeks I finally got a reply rejecting my claim. They stated that I had claimed the damage was caused by Sofology's care kit. They say that under the terms and conditions they only cover furniture where their own cleaning products have been used. I cannot find this in the small print and at no point did I suggest that the damage was caused by cleaning. Also why did the store persuade me to buy the cleaner if it invalidates the warranty which they also persuaded me to buy. I am disputing this with Castelan with no hope of a solution. Sofology may not be concerned as they have had the money for the suite but I will need anew suite at some point in the future and won't be returning there”

Helpful Report

Posted 6 years ago

“You might be thinking with an average rating of 9.2 you have nothing to worry about but you are wrong. Customer service until you order is great after delivery is where it all goes downhill BELIEVE ME. My sofa delivery arrived and out of the sofas I ordered, one came in the wrong colour. So it was refused and sent back I was given a number by the delivery driver to ring but had no help whatsoever. I was told all customer service is via email as they don't want their customers to wait on the telephone. It's absolutely nonsense!! So you email and wait for a reply sometimes it takes days and other times over a week. So it becomes a long and draining process of emails back and forth. The long and short of it is that after over 3 months I have now requested a refund as some of my family have had to sit on the floor due to not enough sofas so I can order from somewhere else. But they refuse and say they do not offer refund even though they are to blame. Seriously be aware before you order here”

Helpful Report

Posted 6 years ago

“Leather peeled off under 1 year and the company is blaming me for what I have used to clean the sofa when all I use is leather wipes”

Helpful Report

Posted 6 years ago

“Broken recliner reported to customer services March 21st via email chat. Waited 8hrs, no assistants replied. Site closed down at 5pm. Hardly any contact from Sofology. Engineer sent out after a 12 week wait (replacement motor) wrong motor ordered. 2nd visit wrong motor again!!! Engineer noticed it wasn't the motor but the button cable that was faulty. New switch ordered, wrong switch. 6 MONTHS we have been waiting!!!! No one contacts us, we have to make most of the calls to Sofology. Still waiting for solution.”

Helpful Report

Posted 6 years ago

Sofology is rated 1.2 based on 1,656 reviews