Name: Sofology
Rating: 1.22

“I have already written a review on here about the absolutely shocking level of customer service with regards to the delay in our settee being delivered. We now have our settee (nearly 3 weeks after it should have been delivered) I did eventually speak to ‘Courtney’ who assured me she would keep in touch with me with the status of the settee, which she did, in the loosest sense of the word, however told me she would contact me once the settee was delivered to see if we were happy and to talk about a goodwill gesture, almost a week later and nothing, I have emailed her and nothing. I strongly urge anyone who is considering buying from Sofology to think again. With the amount of poor reviews on here, it’s amazing they are still running. Don’t be fooled by Trust pilots reviews, like us, we gave a very good TP review shortly after our purchase because the customer service in store is very good, obviously they want your money, the link to giving the review is emailed to you very soon after signing on that dotted line, we were told by Chris in the Norwich store that anything under 8 and he would lose his job, can’t believe now how we fell for that, but he was so lovely I felt that we’d made the right decision in our purchase, how very wrong we’re we. After sales is worse than appalling. Do your homework, I wish I had.”

Helpful Report

Posted 6 years ago

“They damaged my floor when delivering my sofa, they dragged it across my vinyl tried to hide the fact that they did it and are now lying saying it was damaged when they went in. It wasn't damaged until they did it for and not once did he check my floor so how can they say that they are a bunch of liars that's all sofology is no direct contact number instead getting replies via email DO NOT BUY FROM SOFOLOGY BUNCH OF LIARS”

Helpful Report

Posted 6 years ago

“SOFOLOGY - MUST TRAIN STAFF TO LIE TO CUSTOMERS - IF YOU HAVE A PROBLEM WITH ANYTHING BOUGHT FROM SOFOLOGY YOU CANNOT GET IT RESOLVED. THEIR CUSTOMER SERVICE DEPARTMENT DOES NOT CONTACT YOU AT ALL AND WHEN YOU CONTACT THEM THEY JUST GIVE YOU FALSE INFORMATION - BEEN WAITING 18 WEEKS TO HAVE A FAULTY SOFA REPAIRED AND STILL NO NEARER - DO NOT BUY FROM THIS COMPANY!!”

Helpful Report

Posted 6 years ago

“I agree with comments below!! Never buy from this company again, all queeries are dealt with on line,I am retired and not computer literate, I want to speak to a living person not an automated system that just redirects you to links, guarantees,extra sheild protection, rubbish! Total waste of time, spend your money elsewhere!”

Helpful Report

Posted 6 years ago

“SOFOLOGY - LIARS AND CROOKS Sofology are the worst company I have ever seen. Everyone on here should write to watchdog complaining about their after sales service - I am sure if enough people complain at the same time we would get somewhere. Their customer service is generated from a computer and no-one ever contacts you. To other people who are disgruntled by the lack of service please also review them on Trust pilot. We can do this on a daily basis and that will at least warn other people about the company”

Helpful Report

Posted 6 years ago

“Can i make it no star They are so poor just run past customers care is they dont care”

Helpful Report

Posted 6 years ago

“I bought a large corner sofa 5 years ago had a accidental rip on one seat ,took cover out for 5 years it run out ,got intouch with your tchenical team to ask if they can get material and was told no they dont do the material any more ,but wanted me to pay 55 pound to origially to find out if they could get it ,its a joke because you are advertising sofas in the same material ,email after email ,no one rang me to try helping ,i am going on social media to warn people about your after care ,i wouldnt mind but my husband bought me the sofa ,and he died last year ,so its the sentimental part of this as well ,he paid £2,500 pound i am disgusted that you havnt helped me get the material to put it right ,i have looked after it ,it still looks brand new ,i feel let down ,i have rang other funiture stores and they said they would have been able to get material after only five years so this tells me alot about your company .”

Helpful Report

Posted 6 years ago

“Sofology are the worst company i have ever dealt with.there customer service is shocking .are replacment suite was delivered after waiting another 12 weeks,it was a nightmare getting it replaced,then the delivery men one of then had no idea how to lift furniture in the process my wooden floor got damaged in several places,they walked out of my house and said nothing disgracefull, i saw it has soon has i walked in i phoned the drivers and told them what they had done they didnt care just said head office will sort it,i couldnt get throgh to customer service so i rang the hanley store where purchased,they were brilliant they conntacted them for me,the good customer service ended there,after serveral e.mails several phone calls,i recieved an e.mail this morning saying that the drivers made a statment saying that the floor was damaged before what liars how dare they my floor is perfect before they stepped into my house ,so they are calling there customers liars,we are seeking legal advice .they are disgracefull .”

Helpful Report

Posted 6 years ago

“Sofology is by far the worst organisation I have ever come across. They provided me with a faulty sofa and refused a return, when contacting the ombudsman Sofology have cleverly opted out and therefore only way to pursue a refund is through civil court - which no one has time or money to do over a sofa. DO NOT DO IT TO YOURSELF”

Helpful Report

Posted 6 years ago

“Advised online they would deliver on a Sunday, only to find they don't and having to pay £30 to have it delivered on a Saturday. (I would have booked a week day off if I had known this in advance!). Bought the leather care kit that never arrived. Complained to online webchat team who either ignore the messages completely or reply with a rude response. Filled in the online complain form and its been over a week with no reply!”

Helpful Report

Posted 6 years ago

“I have tried to look on their website for accent chairs and footstools but it is impossible to isolate them. There isn't a menu choice for chairs or footstools so you have to look through every configuration of sofa in order to find them. The site is terrible. I have also tried their online chat and that is useless too. The response was monosyllabic and I can only imagine they were sitting there playing cards or reading the paper as they certainly weren't interested in a sale. I have purchased my sofa elsewhere because the original service was so poor - now it seems I will be buying the other items elsewhere too.”

Helpful Report

Posted 6 years ago

“ABSOLUTE NIGHTMARE- SAVE YOURSELF THE STRESS AND SHOP ELSEWHERE !! Worst experience I have ever had with an aftersales support team ( or lack there of). I purchased a sofa and matching foot stool, waited the 10 weeks lead time and unfourtunately when they arrived the ~£500 footstool was not the same colour as the sofa. Delivery team advised that I would have to contact Sofology directly. Nearly 1 month on and in summary Sofology have repeatedly ignored my emails, have refused to collect the footstool and refund me even though they have acknowledged that the footstool is not the right the colour and customers are legally entitled to ask for a refund for incorrect products. I am now having to inconvenience myself further by going to the Ombudsman as Sofology have said they cannot ‘ help’. First and last experience shopping with Sofology, absolutely gutted and wish I had taken my money elsewhere !”

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Posted 6 years ago

“Still under my 2 years warranty but they are refusing to deal with a tear in the fabric, they say my warranty has ran out but it has not. They have said I will have to pay for their repair service...erm... no I wont, I will fix it myself for free. Lovely sofa, but if this is how they treat their customers then I wont be using them again.”

Helpful Report

Posted 6 years ago

“Terrible after sales support. Sofa had very bad stain appeared after 5 days delivered. Sofology wouldn’t do anything about it. We had sofashield out to clean it they wouldn’t touch it saying it’s a manufacturing fault. Only by slatting Sofology on social media and local press they agreed to collect and refund. Do not buy from this company. Just check reviews on social media. This company should not exist”

Helpful Report

Posted 6 years ago

“Terrible after sales support. Sofa had very bad stain appeared after 5 days delivered. Sofology wouldn’t do anything about it. We had sofashield out to clean it they wouldn’t touch it saying it’s a manufacturing fault. Only by slatting Sofology on social media and local press they agreed to collect and refund. Do not buy from this company. Just check reviews on social media. This company should not exist”

Helpful Report

Posted 6 years ago

“Here we go again....and still waiting for Sofology to contact me!! After sending Scarlett from ‘Social Media Complaints’ my contact details no one has actually phoned me even though she replied saying...‘a member of our priority support team will be in touch shortly’ - that was on 8th October!!! The service provided in the store is good but just wait until something goes wrong....THERE IS NO HOPE!! It’s impossible to get to speak to anyone who can help. Our situation at the moment is stil waiting for a part to come in, when I asked where it was coming from I was told they didn’t know!! It was promised (on 12th July via email) to be with Sofology within 10 weeks, that was almost 14 weeks ago and we are none the wiser!! Cannot get an answer from anyone. So I’ll await for another reply from Scarlett in Social Media Complaints & in the meantime will look at other ways in which to escalate this issue; I’m sure there is some help available.”

Helpful Report

Posted 6 years ago

“If I could give this company zero stars I would have - customer service department does not deserve any!! Absolutely awful after sales service! Every review I am reading on here sounds like what has happened to us. We paid over £3,500 for our sofa and within six months looks like it wont last till the end of the year. We contacted customer service, it took 2 days for someone to finally reply after being told initially “someone will be with you in a couple of minutes” We were asked to forward photos, which we did - then nothing! We left another review and someone from the social media team said they wanted us to contact the, we did and then again NOTHING!!! I am not giving up I am disgusted with how they are treating people that have spent a lot of money with their Company. If I have to stand outside the store we bought it from and tell potential customers as they go in what we have had to deal with I will. *****DO NOT TOUCH WITH A BARGE POLE - DISGUSTING COMPANY WHO WILL TAKE YOUR MONEY AND THEN IGNORE AND DISREGARD THEIR CUSTOMERS AND THE SHODDY WORKMANSHIP THEY PASS OFF AS SOFAS****”

Helpful Report

Posted 6 years ago

“Please be aware the awful customer aftercare service offer. I paid over £1500 for my sofa. On delivery I was 90% sure the wrong type of cushions arrived. Not only that, there were marked badly. To give Sofology the benefit of the doubt I asked them to re listen to actual sales call when I ordered. I was also advised to send in pictures of the marked cushions. Which I did. I got a shoddy email back saying to markings were normal and to just clean them with my hoover. They never called back about the sales call recording. They then emailed me a few times asking for my ID to give me a copy of the call. I was surprised as why would they need this to listen to to their own call. I was then sent an email saying my case was closed. I was away for weeks working and couldn't find time to deal with this in detail So I emailed back again and the case was reopened by their so called Priority Specialist - Paul M. I emailed back explaining the full picture of the dirty cushions which I believe I didn't order. I also followed up with a call, but he was busy. So I left all the info again with his colleague to pass on. He eventually called me back and was obnoxious, and unhelpful. He opened the call by asking what he could do to help. I asked if he had read my email in full and if not then it would be best to read over the email and call back. He then confirmed he HAD read my email. Yet he called me back like he knew nothing about my case. He then got me to explain the situation again. He then said I would have to keep the cushions! At this point I asked to speak to his line manager. Apparently he doesn't have one, but Sam in his team does the same job as he does on his team.. Apparently Paul and Sam report to the CEO. I ended the call with Paul and tried to get through to HQ - was sent back to same team. I requested to speak to Sam but was told by the team I HAD to deal with Paul. Even though I requested under GDPR for this person not to have access or deal with my account as he was rude, unhelpful and difficult. I am now going to log a complaint to the Furniture Ombudsman. They are quick enough to take your money but want nothing more to do with should you have an issue. Paul has called back since my review and acknowledged he didn't handle my call in the best way. But based on how upset I got they would close my account, collect the sofas and refund my money. He implied I was rude to the team. But what can they expect after being blocked each step of the way, ignored, mis quoted and being given the run around after spending the money I did. There is NO aftercare service here and read the other 1 star reviews, it's not just me”

Helpful Report

Posted 6 years ago

“Quite frankly one of the poorest customer service experience I've ever had. Verified ORDER Published 09 October 2017 Updated 06 December 2017 Turning into an awful experience. Should have gone elsewhere! Nutshell: Good sales guy but absolutely terrible after sales. You will end up chasing them (on hold for hours) and get nowhere. Reviewing my experience thus far (haven't received the item yet so cannot review this...!) Super friendly staff, not salesy or pushy in any way, knowledgeable, and also really keen to make sure you choose the right sofa. I'd recommend shopping there. Update (29.11.17) - We waited 8 weeks for our 4 seater sofa to arrive. On arrival day, the 2 guys who arrived could not get it into the house. They tried their best, but as they could not speak much English, they couldn't really communicate next steps to me. I called customer service and spoke to Johnny whilst the delivery men were in my house. I told Johnny what was going on, and he suggested I order another sofa with him (there and then on the phone). I said that I would need to speak to my wife about this and that I needed to go and speak to these guys as I can't understand quite what they're saying and would be able to call me back? He said absolutely and promised to call me back at 2pm. In the meantime, the delivery guys offered me a 3 seater sofa which they put in my house.. but it turned out to be another customer's (language barrier). In the end the guys had to leave - leaving me with no sofa and a mountain of hassle. I waited until 3.30pm but no call arrived from Johnny. I called again, waited on hold (again for at least 25 mins each time), spoke to another guy (Mike) who promised to help me.. offered me a few solutions and promised to call me back before 6pm. He did not call me back. He sent me an email and said he tried to call me (I can guarantee that's a lie) and then put in the email my potential next steps - one of which was to order a new sofa. If i didnt respond in 30 days, they'd assume I'm happy with my sofa and I'd have to keep the order - although it wasnt even in my house? (how infuriating). I emailed back instantly and said I am by my phone and he should call me ASAP - but of course nothing happened. So for the THIRD time I had to call them - now amassing about 4 hours of wasted time, and got through to - surprise surprise - Johnny! Johnny refused to acknowledge any blame for not calling me back and said i had to accept some responsibility too. I felt he was unhelpful and didn't show the empathy needed at this stage of my issue. He ordered me a new sofa and advised he'd let me know the next day whether or not the Merchandise team could expedite it. No call ever arrived! No email confirmation came. NOTHING. I even called out to their social media team on Twitter - who were awful. They asked me to DM them - but hadn't followed me. Then they didn't follow up the DM. And once I complained a bit, they DM back stating 'this has already been handled'. No apology or empathy at all. Terrible. 4th call now.. 5 days later. I'm lodging a formal complaint. My sofa status is 'delivered', my finance agreement seems to have kicked in.. and I am sitting on my living room floor. Would I recommend them? NO. I will never ever shop there again. in future I will go to John Lewis or even Ikea! UPDATE (5.12.17) My experience worsens. Someone below advises i'll be contacted in 24 hours as of Monday 4th December. Tue 5th December I receive a miss call and then a text message asking to call their standard number. After sitting in a queue for 20 minutes, wondering WHY sofology had not left a voicemail or followed up with an email, or continued communicating via ZenDesk, OR advising me that they would be calling.. I reach a customer service rep who finds out that the person who asked me to call them.. was now finished for the day (as it was now 4.25 pm). What a joke of a service. Where is the customer service? What part of just service don't they understand? UPDATE (6.12.17) Sofology promised me a call back today, and even confirmed on twitter yesterday. They have since blocked me on twitter and have not called me. What an awful example of a company they are. Please, go on twitter and research 'sofology' and you will find nothing but complaints. The stress continues. AVOID SOFOLOGY. So far I should bill them for 1 days work, as I've spent so many hours on this complaint.”

Helpful Report

Posted 6 years ago

“Ordered our Emporer corner sofa and love seat from Sofology 6 weeks ago. Was told it would be with us between 4-6 weeks, fair enough. Today, our deliver arrives, accept it didn’t, just the love seat, no corner suite. Driver has no knowledge as to where it is albeit it’s on his delivery sheet. I speak to the driver services department which is for the delivery driver (who was questioning on our behalf where our settee was), get told someone will ring me back. Wait an hour and nothing. Driver has left by this time. Use their ‘messenger service’ and ask for customer services to call me back, that message isn’t looked at for over 30 minutes. So I ring the store who I bought it from who tell me that the corner suite had to be reordered for some reason and won’t be delivered for another 3 weeks but no reason as to why. Get told I will get a call back. Eventually ‘eleanor’ who can’t explain to me what has happened but can offer a ‘loan’ settee and will email back letting me know what’s happening. NOTHING, NO UPDATE, NO APOLOGY, NO EXPLANATION. YOU CANNOT GET HOLD OF CUSTOMER SERVICES FOR LOVE NOR MONEY. I AM TRULY AND UTTERLY RAGING RIGHT NOW. PLEASE READ REVIEWS AND DONT BUY FROM THIS COMPANY!!! I wish I had read the reviews first. Just won’t be paying the direct debits.”

Helpful Report

Posted 6 years ago

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

Sofology Reviews