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

“Customer service is a disgrace. Over three hours on the phone, then cut off with no warning. This has happened so many times. My emails are being ignored for the 6th day in a row, Dates of my footstool are constantly being moved. This item has been delivered twice, however it was the wrong footstool delivered. Then 3rd attempt, lost at unknown depot, I'm still awaiting this item. (4th May) I will be surprised if it actually arrives. My second item is due soon. Or is it ? The customer service is fantastic in store with the sales team. But after that , lies and lots of false hope. Keep your money and shop elsewhere. If customer services are reading this then please contact me as I would love to be actually able to speak with a person.”

Sofology 1 star review on 23rd September 2021

Helpful Report

Posted 3 years ago

“I ordered sofa from sofology on 16th July 21. My order was due on 28/10/2021. Then on 03/11/2021, and now on 28/11/2021. They keep changing the dates with a non-chalant ' shipment of your order is delayed'. Once you have an order with them it is impossible to get hold of anyone in their customer service, whether it is chat or phone. I have stayed on hold on the phone before giving up after 90 minutes and giving up on more than 3 occasions, same with chat messages, they always remain unseen as soon as they have checked with you that you already have an order. I am not sure if anyone actually receives their stuff from sofology?”

Helpful Report

Posted 3 years ago

“The worst company ever, avoid at all costs”

Helpful Report

Posted 3 years ago

“Please please please do not use this company. Great customer service when you go to buy and after that it all falls apart. My item was ordered early June. Delivery expected 21st September. Email stating delay until October. Further email delay until November. Rang company and I was 42nd in the queue. Went into the store at Gateshead and they say I can only deal with head office!!!!!?????”

Helpful Report

Posted 3 years ago

“Placed several orders in February 2012 it’s now nearly Oct and I’m still waiting for my orders . Appalling service. Sofa arrived at the wrong address so had to wait a further 4 wks then when it arrived it arrived without the cushions and still waiting . I placed an extra order for more cushions and still hasn’t arrived it’s the first time I’ve used this company and will be my last . Every time I speak to someone I just get told they on back order . I’ve asked for a full refund and since then I’ve heard nothing. I’ve used several furniture stores over the years and sofology is the worst I’ve ever used . Please be very weary when using this company. The customer service is absolutely appalling.”

Helpful Report

Posted 3 years ago

“We ordered our sofa on the 15th of May. Estimated delivery date was 18 of August. No email, no information. On my sofology account date was changed for 21 of September. Got an email saying that sofa will be delivered on the 27 of September. Today (22/09) got the email saying that my sofa is still not in UK and it will be delivered just 18th of October!!!! People save you time and money. Don't order from this company. I tried to call costumer service and after 4 hours waiting I was cut off!!!”

Helpful Report

Posted 3 years ago

“You could say we were one of the lucky ones as we managed to get a sofa delivered, looks like some people have been waiting months to get anything delivered. Only problem we have is that it was the wrong sofa, and the bigger problem is that the sofology customer services are non exitent as you don't hear anything back from them. Is Sofology going into administration as they seem to be having lots of issues”

Helpful Report

Posted 3 years ago

“For the third time I stayed at home awaiting my delivery. I received an e mail and text saying it was coming today between 7.45 and 11.45. It is now 2pm and still not here - no call nothing to tell me what is going on. So I am holding on the phone as the chat line is not responding. I have now help for one hour thirty minutes and I am still 18th in the queue. I have never dealt with such a terrible company in my 65 years. No customer service no help no communication absolutely hopeless. I regret so much ordering from them. Please forget buying anything from them they are a disgrace.”

Helpful Report

Posted 3 years ago

“Please do not buy from or deal with this shoddy Company if you value your money and your sanity!! They have changed my delivery date 3 times since taking over £4300 of my money with NO communication NO phone call NO e mail NO message of apology or anything...latest delay only discovered when I looked at my order on their website otherwise would have sat in waiting for a delivery all day......then having held on the phone in a queue for over 70 minutes to get to the front of the queue and be cut off!!!!! They have NO customer service whatsoever. If you have paid by credit card get your bank to do a charge back to get your money refunded. I am so angry and would never have dealt with this Company if I had read the reviews first. Would like to give them NO stars but not able to.”

Helpful Report

Posted 3 years ago

“Never ever I repeat never buy a sofa from Sofology. Ordered 01/05/2021 and today 21/09/2021 we are still without the sofas we ordered and on our 6th promised delivery. Delivery driver rang to say he would be here at 12:30pm and we are now at 3pm and he has been rejecting my partners calls. Without a doubt the worst customer service I have ever received.”

Helpful Report

Posted 3 years ago

“Ordered the sofa from the Peterborough store, waited 12 weeks, Sofology pushed it back 2 weeks, then cancelled delivery, I arranged a new date which came and went without a sofa. Arranged another delivery which Sofology cancelled. When I called to find out if they actually knew where the sofa was, I discovered they didn't so I had no choice but to cancel the order. So having waiting nearly 5 months for a sofa I now have no sofa at all because in anticipation of my sofa arriving I had Clearabee remove my old one the day before the new one was supposed to arrive. And of course with no new sofa I've got nothing by my butt to sit on. To make matters worse, when I call customer services to discuss the order, which I had to do after every failed attempt to deliver, it takes about 2 hours of waiting in a queue to talk to someone, who didn't know anything and every time told me they would have to email people to 'investigate.' Absolutely shocking customer service and a shocking level of commitment to the agreement made to me to deliver me a sofa.”

Helpful Report

Posted 3 years ago

“Been waiting ages for my suite was told I would get a temp one today it did not turn up on the time they have given me I am going through the consumer people who are helping me to get my money back and going to take legal action My delivery for my order was meant to be 13 September please DO NOT USE THIS COMPANY they don’t answer emails and can’t get through on the phone I have been sitting on a sun chair given my old couches away”

Helpful Report

Posted 3 years ago

Helpful Report

Posted 3 years ago

“Please note: they have a late delivery promise - £50 credit if they don't delivery which I will be holding them to. Quality is good and that's why I bought a matching product to go with our sofa. Placed this on the 15th May, expected delivery 14th august, then 6th sept, then 9th sept, then it was finally booked for the 11st sept.... Nothing. No phone call, no apology, no rescheduling so they literally don't deliver and hold your money with very limited ways of getting hold of them. I would avoid and research other retailers with better customer service”

Helpful Report

Posted 3 years ago

“Awful experience Awful experience with scheduling delivery. 4 cancellations, finally got my sofas, however the cleaning kit has not arrived. I am unable to call anyone as you wait over 3 hours and your number in the queue is 13.... pretty much does not change! I have contacted support and no answer either. AVOID this COMPANY!”

Helpful Report

Posted 3 years ago

“On the day my order was supposed to be delivered, they send me text messages that it can’t be delivered. After 3 weeks on investigation and a large number of phone calls (waiting for almost 30 minutes in each call) they told me my item went missing!!. I am waiting for a refund. Not recommended at all. Before anyone order anything from them just try to call their customer services and see by yourself what type of service they offer. I am very disappointed.”

Helpful Report

Posted 3 years ago

“We ordered a 3 peice suite in April 1 delivery date cancelled. When it came they could not get the sofa through. Broke the hinges which I did get the money back quite quickly. They left us with 2chairs they took door handles off was going to take door off we would not let them. Endless phone calls saying 49in que. waited on phone for hours at a time one time my daughter was 3hours they cut her off eventually 3hours in the afternoon got through. Eventually they took the chairs back and a full refund quaintly off furniture was not the same as in shop customers service and aftercare is rubbish. And they have the nerve to advertise on television”

Helpful Report

Posted 3 years ago

“Dreadful experience. Emails and texts asking me to book online delivery dates but web site did not allow. Months late and still no date due so called Trading Standards who said to write Recorded Delivery stating my case. Response within 24 hours cancelling order at no cost to me. Result! Stand your ground and be "strong" in your letter and it seems to work. Promise to shout it from the rooftops if they do not do what they are legally obliged to do. If they break the contract you can threaten to sue.”

Helpful Report

Posted 3 years ago

“Please listen to what other customers are saying about Sofology, I did not and now in the same situation. Ordered sofas in June and nothing delivered even after two delivery dates and time slot allocated. Only thing delivered to us is excuses from Sofology, after requesting balance payment which I paid, big mistake, if I could get my money back I would do it now and leave this dreadful company behind. Sad thing is these stores are still selling to people knowing they cannot deliver. No answer to emails or phone calls, appalling customer service and I will certainly never use them again. We, like so many other customers are in an empty living room pending delivery from Sofology, I will only describe them as a joke, with no interest in customer service. I for one will be escalating this to higher authorities as there is no way Sofology are going to do anything to help and should not be treating people this way.”

Helpful Report

Posted 3 years ago

“I placed an order for Coco 3 seater sofa-bed in the Croydon store back in July 2021. Following the purchase, I was advised the estimated delivery would be September 2021. On the 10/9/21, I received a text message from Sofology, advising me that my sofa was ready for delivery so I booked my delivery date for 18/9/21. In preparation of the confirmed delivery date, I got rid of my old sofa and paid for professional carpet cleaning. Few days ago, I received a message claiming there were unexpected supplier issues (that's after confirming the sofa was ready for delivery?!) Sofology offered no reasonable explanation and when I tried to reach them, no one is available. I now have no sofa in my living room and what aggravates this whole situation further, when I try to contact their customer service team on any of their numbers, no one is picking up the phone so I am unable to communicate my concerns in a two way discussion, regardless of the time of day I call. To add to this awful experience, when I email their team or use their online enquiry form via their Sofology website, I either do not receive a reply or a generic response comes back, which I assume comes from a robot as it doesn’t address my concerns and I received no reassurance that Sofology would aim to rectify the situation within a reasonable timeframe. Their team so far offered no compensation or solution. I now had to make a formal complaint and after 28 days, I can escalate the matter to the relevant ombudsman. If Sofology has no resources to deliver goods on time, they should review how they run their business, instead of visiting this issue on paying customers. Additionally, it is their obligation to provide a reasonable informal step and communication channel and not ignore customers who have already been let down. Customers are under no obligation to accept being indefinitely inconvenienced and thankfully the UK consumer rights provide protection against this so my advice is to submit any formal written complaints as soon as possible to the Sofology Head Office so you can escalate your case after 4 weeks, should you face same / similar experience.”

Helpful Report

Posted 3 years ago

Sofology is rated 1.2 based on 1,655 reviews