Sofology Reviews

Name: Sofology
Rating: 1.21

1.2 Rating 1,658 Reviews

5 %

of reviewers recommend Sofology

1.2

Based on 1,658 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

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Ordered a 2 seater an arm chair and a footstool on 2nd Sept 2021 was told it would be here on 26 Nov 2021 then the phone call came, our footstool was ready for delivery and we tried to tell her we had 3 items for delivery and she just put the phone down on my wife.we then got another call on the 14.12.21 saying they were awaiting our 2 seater,so we recommended they do the delivery when they had all items in stock. 28.12.21 we had confirmation the delivery was now ready and they wanted a date to collect our old sofa at the cost of £90 . By this time was not sure of their reliability so went to Croydon store to confirm with joy in cust services she confirmed and took our final payment. 30.12.21 our old sofa was collected. 31.12.21 a phone call at 9am to say our sofa was not loaded on van and could take an extra 48 to 72 hours not including the bank holiday bearing in mind it is now new year's eve,was told a manger was to phone me immediately,never received A call so had to call back only to be told our complete order has been lost and it would take another 7 to 12 weeks for it to be manufactured?? Or we can have a refund,now please bear in mind these clowns have now removed our old sofa's and my wife has quite bad arthritis and have ended up going to argos to buy a poxy blow up chair so we have a seat but the sofology team did not give a damm. Now the staff seem really really nice and we originally came away from the store after spending £3000 feeling we had made a great decision,my god how wrong were we they just don't care we are now fighting to get our money back, I will follow up on this .. Please avoid this company at all cost they could not run a bath”

Helpful Report

Posted 3 years ago

“sofa was ordered 19/06/21 and have had 4 failed deliveries the customer service is absolute shambles and to be honest they are lucky to get 1 star. The buying of the sofa was amazing but as every one says the customer service is a joke. I would never refer anyone to this company. They need to look at all these complaints and hang their heads in shame”

Helpful Report

Posted 3 years ago

“After reading the reviews on here my husband and I were very worried I am so glad we did not take any notice. The date given for the sofa to be in the Warehouse was 19th December. We were contacted on 19th to say that delivery would be 29th December again we were very worried that it would not happen after reading the reviews on this site. However we were contacted to say they would be here at 1115 at 1113 they pulled into our driveway. The delivery guys were amazing. Happy and nothing was too much trouble. The sofa is now safely installed very comfortable and exactly what we saw in the store. Please if you have ordered something from Sofology give the guys a chance as if we had gone on previous reviews we would have cancelled and I would have been without my beautiful sofa”

Helpful Report

Posted 3 years ago

“We ordered a 4 seater sofa, long foot stool and two scatter cushions in August 2021. The delivery date was given for mid November 2021. We agreed to receive the goods in mid December 2021, but received no contact to arrange the date. We contacted the company, paid in full and took delivery on 18 December 2021. However, the sofa had fabric damage in two areas (front and right arm). The delivery was refused and the goods were taken away by the driver and his assistant. We were told we would be contacted by Customer Care within 48 hours. No call received. We returned to the store where the order was originally placed on 20 December and were told we should have accepted the defective goods and allowed the company to make subsequent repairs. We asked for our money back, save the deposit whilst we waited for the company to resolve the issue / order a replacement, but were told we had to cancel the order and start all over again!! The manager took notes and promised us a call from Customer Care within an hour so they could outline our options. The call never came and we have made three subsequent calls to three separate members of Customer Care. All failed to call us back. We eventually managed to secure a refund and were refused the option of making a formal complaint!!! This company has shocking after care for their customers (as demonstrated on this review site). We intend to highlight this to others so they don’t suffer the same experience.”

Helpful Report

Posted 3 years ago

“Shocking. Ordered a item from in store. Received confirmation text of delivery date. Had someone from customer services tell me it’s lost in warehouse and would call me back in 24 hours with update. No update 3 weeks later, couldn’t get through to talk to anyone as your on hold for hours, live chat no one acknowledges you. had to go through my bank to request refund.”

Helpful Report

Posted 3 years ago

“Very poor company, stay well away, did the mistake of buying got miss sold wrong colour sofa in store by saying website has it wrong, raised a compliant 5 weeks ago telling them that colour is wrong and sofa is damaged but have not heard anything despite sending chaser on the colour instead they keep offering to send technician to fix sofa but won’t even acknowledge or answer my complaint about sofa colour, pathetic.”

Helpful Report

Posted 3 years ago

“Experience in store is lovely, staff are helpful, knowledgeable and kind. Customer service is beyond poor. Agreed time abs day of delivery. Delivery was late with no notification it was going g to be late. I was worried as I needed to pick up my daughter from school. Called customer service and I was 58th in queue so on hold for about an hour then gave up. I emailed customer service who said yes I would receive the sofa by 7pm that evening. I explained I needed to leave the house to pick up my daughter from school. I got the same message saying it will be delivered by 7 pm rather than by 2 pm as the agreed time. Sofa spot was to have a defect so Boxing Day contacted customer service. The advisor put me on hold 4 times to find me a slot for the technician to visit my home. She was only able to offer me one day in January, the one day I have to be at work. She then said because I had ‘declined’ that one day I would have to call back in January to see if anything else was available. She was cold, showed no sympathy and kept repeating that’s the only day available and I have declined. I forgot to say that when I was emailing customer service and I asked to please be sent the complaints procedure 3 times and I was just ignored. I will never shop here again and will tell my family and friends not to either. They waste so much of the customers time abs show not a shred of understanding. I don’t know who owns sofology but they need to sort out their customer services very quickly. It was a very expensive sofa too so I expected much better.”

Helpful Report

Posted 3 years ago

“The worst company we have ever dealt with shambles customer service had our money £4096 and told 16 weeks delivery time we was contacted to say out sofas ready for delivery they brought one but not the other nevertheless it’s was damadged so we sent it back no sign of the 2nd one contacted the customer service hrs on the phone to rearrange the delivery of both sofas again no sign of the second sofa we said we hadn’t paid for a second hand or damadged sofa no we was tod it’s a new one fast forward to this Wednesday just gone sofa delivery again the first one no sign of second one again same sofa damadged sent sent it back I have demanded a full refund although they dropped of the 2 puffs they were supposed to collect them on Xmas eve we stayed in for 4 hrs the time slot to collect them and nothing no email call how this company even function is beyond them as soon as I get my money back I will go elsewhere”

Helpful Report

Posted 3 years ago

“Wrong sofa was delivered and returned on the 5th of December. Long waiting time to speak to them, never contacted by Sofology to get this issue resolved, after so much wait over the phone I’ve been told it was a picking error. I’ve been told that the correct sofa will be delivered in maximum 2 weeks before Christmas and nothing has been showed up yet. No one is taking the responsibility at Sofology: customer services blaming the depot and the store (Thurrock) I’ve placed the order at blaming customer services! Wasted hours over the phone, raised a complaint and still nothing heard from Sofology! Very bad experience and causing so much trouble.”

Helpful Report

Posted 3 years ago

“I cannot fault the store but please do not order from this company as the customer service section are rubbish. Up until now I have not had a response to my emails escalated by both myself and from the store. Ordered sofa in May 2021 and was told be delivered 10/09. Moved into new home end of August based on this. All in all my date has been cancelled SEVEN times with last date 19/12. The actual manager in store said he didn’t even think the sofas were in the country and better off cancelling. We accepted loan sofas but after 4 days they still had not turned up! In the end had to cancel. Got refund within 2 days which confirms they were not in country. And icing on cake? When the loan sofa was placed whoever at their customer service activated the loan finance and they contacted me to say they would start the repayments on sofas I didn’t even have! Please save your money and the stress as this company does not care. I even tried to contact the CEO but they just ignored.”

Helpful Report

Posted 3 years ago

“Do not buy from Sofology Buying a sofa in a sofology store is a great experience, but from then on... it's awful. I have been promised a sofa before Christmas, and had 2 deliveries booked in, where they haven't turned up. I have had to call the customer service line each time, where they have no idea about what's going on and where my sofa is. It's 3 days before christmas, and still no sofa. Two days holiday taken to receive a sofa, and christmas plans changed as we have no where to sit our family! I've had 6 calls that haven't been returned, and been told to speak to someone new each time. Do not order from Sofology if you value your time and money. I can't cancel my sofa without getting through to general enquiries, 3 hours in and still number 15 in the queue.”

Helpful Report

Posted 3 years ago

“Ordered June 2021 no sofa still 22/12/2021 Advised being delivered 4 times, waited in al 4 days no delivery, no communication. Mislead and lied to by the staff. Awful communications, next to impossible to speak to a team leader or manager. Stores are nice, but supply, support and backup service awful.”

Helpful Report

Posted 3 years ago

“I have spent 10k in 18 months with this company. Lovely showrooms and sales staff who promise the earth, even the sofas are good - but the customer service is the worst I have ever experienced anywhere in the world. Order delayed and delayed and delayed. Finally turns up with love seat, care kit and glides missing. Told I'd be contacted in 24 hours, nothing in 3 days. Waited an hour on phone only for miserable lady to cut me off. 3 contact forms sent, no response. Ignore the good reviews on here, they invite you to review when you have ordered. Delivery and customer service is an absolute joke. Staff are disenchanted, theyve turned off reviews and comments on Facebook and Instagram. Absolute shambles of a company and deserve to go out of business.”

Helpful Report

Posted 3 years ago

“Appalling customer service since I received my sofa. Forgot to deliver the leather care kit we purchased when we received our sofa at the beginning of November. I have tried calling, but the message says not to contact them as they’re too busy, I’ve emailed 4 times and sent a web form request which were all ignored. I raised a complaint 8 days ago which said they would send the kit, and you’ve guessed it, I’m still waiting. I love the sofa, but the customer service and support has been awful since it was delivered. I will never use the company again.”

Helpful Report

Posted 3 years ago

“Undoubtedly the worst retailer out there. Not just sofa retailer, actual retailer! The in-store experience is good, they ask you to leave a good review and then after that, it goes wrong, terribly wrong! We were told our sofa would be delivered on December 2nd. We got rid of our old sofa, then waited, and waited and waited. We were told the sofa was at their Junction 27 warehouse and needed to be moved to Seaham before they could deliver. This took three weeks. When you have three children and a partner with Rheumatoid Arthiritus, sitting on a bean bag doesn't really cut it! Then a call from the store, they had lost the sofa. A 12-foot sofa, vanished. However, they did have another sofa, a cancelled order and it was exactly the same as what we ordered - would we like that? Yes, if its brand new and can be delivered before Christmas sure, why not? The morning of delivery the guys pulled up, and started unloading the sofa.... A sofa that cost almost 4k. Unboxed, no covers on it - just rammed in the back of a van. The first two parts of the sofa were moved into my house and immediately one of the guys said 'Is this loan furniture or second hand? Thats how bad it was. There were rips on the cushions, each section of the sofa was different colours and there were chips and scuffs everywhere. We got a refund after making that much noise. We ordered another sofa that cost £720, better quality, easy to order and communicated throughout. From the time of ordering to delivery it took 3 days, with Sofology we waited over 3 months for a second-hand sofa to be delivered. Do not buy here! Avoid at all costs.”

Sofology 1 star review on 21st December 2021

Helpful Report

Posted 3 years ago

“Nothing goes right after the time of purchase. I've received emails for delivery that turned out to be mistakes. Then when I'm expecting the delivery I recieve nothing. Customer service is terrible. Complaints procedure is terrible. Awful experience all round.”

Helpful Report

Posted 3 years ago

“Agree with latest comments. My order sent to wrong depot, not moved to correct depot, mislabelled and not on van on day of delivery, told would be moved to correct depot, not happened. Latest is "depot has been lost" no other other explanation, reorder or refund. No not use sofology.”

Helpful Report

Posted 3 years ago

“What went wrong ??? Absolutely nothing went right except the fact I eventually got my money back and went elsewhere”

Helpful Report

Posted 3 years ago

“We ordered our suite in September. Was initially told the delivery would be the week of 14/10/21. We logged into MySofology a few days before to find that the delivery date had changed to week of 03/11/21. No one had contacted us to tell us that this had occurred or why. Endless wait on customer service to be given the "apology" that it wouldn't happen again. A few days later the delivery date changed again to the 29/11/21, but was preceded by an E Mail from customer service. The 29th came and went. Made contact with the shop who abrogate all responsibility. The date changed to the 06/12/21. We rang customer service to establish what was going on. Was told that our suite had been delivered to the wrong depot. The delivery date changed to the 13/12/21. This time things seemed to progress. We contacted customer services who stated that the furniture could be delivered on Sunday 19/12/21. The only problem was that their service to remove the old suite work Mon-Fri. So we accepted that our old suite would be picked up on the 17/12/21, giving us 2 days without seats (but we were prepared to accept this inconvenience to get the suite delivered). 17/12/21 the company, Clearbee arrived prompt and early and our old suite was removed. 17/12/21 we received an E Mail confirming arrival of the suite on Sunday and giving advice on its arrival. On the 18/12/21 we received an E Mail giving us a 4 hour time slot for delivery on 19th. At 1710 on 18/12/21 we received a call from the delivery section in Rugby to be told that there would be no delivery as our suite had not been transferred from Leeds to Rugby. Convenient as customer services close at 1700. We rang customer services first thing on 19/12/21. Was told our suite was still in Leeds. Would be moved that day. Told to ring customer services mid morning on Monday 20/21/21 to confirm that its had been moved and scanned in at the delivery depot. After waiting ages to be answered. Was informed that the suite had not been moved. That they could not give a delivery date. There we are left with no suite! Have cancelled the order...”

Helpful Report

Posted 3 years ago

“Do NOT use! We bought our son a sofa, within 24 hours the arm has collapsed. We want a full refund but have been told he needs to wait a month for an engineer to review. Totally inferior product!”

Helpful Report

Posted 3 years ago

Sofology is rated 1.2 based on 1,658 reviews