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

“Awful post sale/delivery customer support experiences, having spent almost £4k on 2 sofas that were delivered during May we raised a serious concern in regards to the material covering the seat bases loosening and becoming baggy. Sofology sent out a technician who advised we need to "puff up" the seat squabs, but they are fixed so no idea how we are supposed to puff them up - they are getting worse and on calling "Customer Support" (not an appropriate title), they adamantly advised that they consider everything to be OK and will do nothing for us! To compound the above last night one of the electric seat recliners stopped working and in trying to report this today I think I might have been scammed when phoning "Customer Support" as only after dialing the number to be automated told of a wait of over an hour I suddenly spotted below: Sofology Customer Helpline Contact Sofology Customer Services using the call connection number below or visit Sofology for information at no or lower cost. You can contact Sofology Mon - Sun 8.30am - 5pm 0901 545 0247 Customer Calls call connection and sms message information service costs £6 plus phone company's access charge max 180 mins duration plus £3 mobile information sms Fortunately I paid for the sofas with a credit card and will next week be seeking their support in rejecting these items. DO NOT BUY FROM SOFOLOGY”

Helpful Report

Posted 3 years ago

“Delivery delayed by three months then subesquent delivery cancelled on the same day. Team that delivered the sofa left the cardboard boxes in our general waste and recycling bins without our permission”

Helpful Report

Posted 3 years ago

“DO NOT BUY FROM SOFOLOGY. Please trust me. Google "Sofology issues" and read the site reviews.io - BBC Watchdog are looking into them. I was 3 hours 30 minutes in a queue to get through to them today as expecting my suite to be delivered in a few days. I was expecting it originally 6 weeks ago. No updates from them, don't reply to emails, now been told there's a further delay and if I want to cancel the order I have to pay 30% of cost, that would be £600 for a suite I'll never see.”

Helpful Report

Posted 3 years ago

“Spent nearly £6000 on a suite and footstool and a set of large gliders. Did not deliver gliders but said it was resolved and there are no feet for the footstool. Four weeks of complaints at the shop and on line have resulted in nothing, no answers from customer service (cheek calling themselves that !!) and the shop can't do anything, funny how the manager is never there?. I've now given them a 14 day notice of court action but I suspect that won't bother them either. An absolute shambles of a company, stay well away”

Helpful Report

Posted 3 years ago

“Horrendous experience. 12 week delivery is a joke. Still waiting. I have sat on hold for 3 and a half hours to speak to anyone (this is after many failed attempts for hours at a time!). I have now elected to cancel my couch due to the shocking service. I have been told I have to pay £800 to do so and it cant be finance. Loan couch was delivered and damaged front door, internal door and porch wall. No care taken at all. Crushed my hand behind the door as I held it to protect a newly installed media wall. Absolute joke of a company.”

Helpful Report

Posted 3 years ago

“Absolutely horrendous! Firstly, my delivery was cancelled and it said ring this number but when you do there's always over an hour waiting. I didn't receive my product care kit when the sofa was eventually delivered in August and I can't get anything done about it even though I've paid for it. The web site is not fit for purpose as it's difficult to chat to anyone and when you do eventually, you get an email with a ticket number which is never actioned. The video call only deals with sales, so my advice don't buy from Sofology! I call this theft not delivering the product you've paid for and unable to get any satisfaction”

Helpful Report

Posted 3 years ago

“Absolutely shocking - DO NOT BUY from Sofology Looks like a lot of people have been stung. If you purchased by credit card, your bank can claim full refund using chargeback services - that's what I've had to do. I ordered a sofa in the clearance and was advised of a delivery date of 10 September and time slot. It didn't arrive. I've since had to sit on call lines for over 4 hours (on 3 calls) to try to rearrange, was told it would be delivered on 27 September. Still not arrived. No one here cares!!! Was on a call for an hour and a half today, got through, asked for a refund - they put me onto customer services line, to be told I was customer no. 38 - so another hour and half at least - I gave up. MySofology account is worse than useless and no one answers emails - it's the worst level of customer service I've ever come across - not even one star level but had to select to give a review. Totally disgusted.”

Helpful Report

Posted 3 years ago

“Terrible customer care! After ordering our sofa on May we had several emails from sofology stating it was going to be delayed which is fine and we have been really patient and understating however it’s been months now and we’re currently having to sit on camping chairs - which is very uncomfortable. We emailed and no one responded so we decided to ring up and they said we could get a loan sofa - perfect right?! NO!! We’ve ordered it twice and they never showed now no one has contacted us regarding another loan sofa! Honestly this is absolutely terrible service, pretty much the worst we have ever encountered! AVIOD!”

Helpful Report

Posted 3 years ago

“In store staff were excellent but sofas were delivered without legs after 3 x3hour phone to get through to customer services and two weeks later u had to go collect them from store. One week later the sofa broke again numerous calls before someone came out. And a further two weeks later it was repaired.”

Helpful Report

Posted 3 years ago

“Please don't buy from this company. Customer service is non existant. They don't answer phones or e mails. Not bothered with you once they have your money. Not sure why CEO think this is acceptable behaviour, you should hang your head in shame. If you can't deliver the goods and deliver any form of customer service apart from the worst, you should maybe have a change of career. Complete disregard to their customers. Shame on you all.”

Helpful Report

Posted 3 years ago

“So easy to buy a sofa, store staff were very helpful and sounded convincing about the ease of the whole process but the reality of the situation was so different. I’m still waiting for my sofa to arrive - it was ordered in April. Customer service is appalling- total lack of communication - it’s impossible to talk to anyone- emails not answered. What a shame the company cannot get its customer service department trained and organised. I will look elsewhere when I want to replace my next two sofas 🤬”

Helpful Report

Posted 3 years ago

“Only one word shocking 21 weeks for delivery had at least 5 delivery dates have spent hours on end waiting for reply to priority help line and waiting for email responses just kill me now show room staff amazing friendly full of promise that's where it all goes wrong. Will never use this company again”

Helpful Report

Posted 3 years ago

“Order outstanding 18 weeks, double the expected wait, still not arrived even though in warehouse, no communication with apologies for delay, no communication at all!! Have called several times, promised delivery between 10.30& 14.30 on Friday, waited& had to chase again & told they left off the lorry ! promised 1st delivery Sunday morning, nothing! Had to chase & told no petrol so not coming although doing other deliveries!! What an earth is going on! Sorry but will be very use again, I am completely at my wits end!!”

Helpful Report

Posted 3 years ago

“5 MONTHS ON, STILL NO SOFA … I chose, I paid. Showroom staff great. After that point absolutely disgusting customer service and support. Have spent months emailing customer services. Not once have I spoken to a human being. ONE out of about 40 emails replied to. This company clearly have huge problems. They take your money then run. They are still accepting orders T their many branches, knowing they cannot supply. A company with no ethics, morals and the worst customer service, well clearly zero customer service Now taking legal action.”

Helpful Report

Posted 3 years ago

“Waited 4 months for a sofa no contact from sofology after hours on hold no reply. Web chat that took 3 days for a reply told another 3 months to get sofa after being on hold for 2 hours told they would have to transfer me to some else Took 2 weeks more to get my money back. Salesperson Drew wouldn’t reply to my calls or emails. No customer care at all”

Helpful Report

Posted 3 years ago

“Absolutely awful product quality management - one chair had entirely different feet ot the sofa and other chair on a £2.4K suite! We are still waiting 9 months later for replacements to be told they will be another 12-14 weeks. They offered £50 to accept the non matching feet - what on a £2.4K suite - its just an insult!”

Helpful Report

Posted 3 years ago

“Extremely disappointed with the after sale service at sofology paid for for a care service for 5 years my sofa reclaimers are faulty I reported the issue 4months ago until now no one came to even inspect the sofas. Apparently they are waiting for parts for a faulty sofa that they didn’t even inspect 4 months wait why pay for a service that you can’t provide? is my question I regret buying 3k worth of sofas that don’t even work. Case ref 2812793/1”

Sofology 1 star review on 24th September 2021

Helpful Report

Posted 3 years ago

“stay well away from this company. customer service is appalling. they don't respond to emails. still waiting to find out when our furniture will arrive.”

Helpful Report

Posted 3 years ago

“buy your sofa from anywher apart from this dreadful company, I was warned not to buy off them, I wish i'd taken the advice. Once they have your money they couldn't care less about you & forget customer services”

Helpful Report

Posted 3 years ago

“I ordered the Marni 3 seater, 2 seater and a Dune coffee table on 22nd May 2021 and was told they will be delivered within 14 weeks. It will be 18 weeks tomorrow, but no sign of the sofa's as yet and delivery date keeps being extended. It is impossible to get through to customer services every time I call due to the queuing times. Service after sales is appalling”

Helpful Report

Posted 3 years ago

Sofology is rated 1.2 based on 1,655 reviews