Name: Sofology
Rating: 1.21

“poor customer service”

Posted 5 years ago

“Bought a three and two seater leather sofa from sofology about 6 weeks after delivery the seat pads had stretched and are rucked up .The back cushion on the 3 seater is loose and baggy the filling not now filling the leather . we contacted sofology technician came ,seemed to be looking for manufacturing faults and because he couldn't find one gave advice to stretch the seat pad leather after each time sat on and bang and pat hard the back cushion. The technician also advised NOT to sit in the same place on the suite each time you sat down. Got a call from customer services who stated that no manufacturing fault and as far as they were concerned the matter was resolved despite the fact they knew we were still not happy. So the leather rucking on the seats is NOT a manufacturing fault . The back cushion now not being filled out by the cushion is Not a manufacturing fault. Not being able to sit in the same place on the suite to lessen the above Not a manufacturing fault . Not interested at customer service, seems that if the technician says no manufacturing fault you are wasting your time because as far as they are concerned all is well. but remember don't sit on the suite .I have had previous leather suites from the company without issue so why on this occasion.”

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Posted 5 years ago

“Sofas arrived with legs smashed off. Accidents happen I suppose. My real issue was with how they handled it. I sold my sofas the day before delivery so when they arrived damaged I sent them away leaving me without a sofa. All the people I spoke to didn’t seem to care, just offered a refund with no recognition of the inconvenience. Worst service ever!”

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Posted 5 years ago

“Do not buy from this company their warranty is worth nothing. One year old and the leather is peeling. We were told this is our fault because we put out feet on the sofa. What a joke! One we don't put our feet on it and so what if we did because we also have a foot stool made for the same leather. Funny the foot stool is not peeling and my feet go on it everyday! Right from the word go the technician that they sent out to see this was trying to prove it was our fault. Well that is a poor way to treat a customer who has spent a lot of money with you! Well never again and I'm going to tell as many people as I can about the poor quality of the sofas that these people sell leather sofas that are not of merchantable quality in my option! I can't believe they can put in a report customer put feet on the sofa so it's accidental damage. Save time and pain and go to another high street shop!”

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Posted 5 years ago

“Do not buy from this company their warranty is worth nothing. One year old and the leather is peeling. We were told this is our fault because we put out feet on the sofa. What a joke! One we don't put our feet on it and so what if we did because we also have a foot stool made for the same leather. Funny the foot stool is not peeling and my feet go on it everyday! Right from the word go the technician that they sent out to see this was trying to prove it was our fault. Well that is a poor way to treat a customer who has spent a lot of money with you! Well never again and I'm going to tell as many people as I can about the poor quality of the sofas that these people sell leather sofas that are not of merchantable quality in my option! I can't believe they can put in a report customer put feet on the sofa so it's accidental damage. Save time and pain and go to another high street shop!”

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Posted 5 years ago

“Took delivery on 7/2/20 of our leather suite. Contacted Sofology today, 10/2/2020, as the filling in some of the cushions is well below what is acceptable causing big creases in the leather! I was contacted by an advisor who informed me the call would be recorded, no probs on my part, HOWEVER, as soon as I advised her that our calls are recorded, she said she would have to terminate the call!!! WHY?! Really does not fill me with confidence, neither do the reviews on various other sites! We paid £49 extra for ‘Easy gliders’ which turned out to be bits of plastic that stick on to the sofa feet...the sofa would NOT glide, when I mentioned this I was told its a new line and we are aware they do not glide on thicker carpet!!! If I had not mentioned it they would of pocketed the money! I find this company very deceitful and untrustworthy. I was hoping for a much better experience sadly this gas not been the case, I feel ripped off and wasted our money. Plus goodness help you if you wish to have a delivery on a day to suit!! AVOID”

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Posted 5 years ago

“Expensive sofa confirmed with customer services that it wouldn’t sag as per previous reviews but still did. Asked them to listen to the telephone conversation but still adamant that the sofa was okay what a load of rubbish. have Given the sofa to my dog to lay on and abuse. A total waste of money do not buy from them or take their word for anything. Very rare for a me to leave a bad review but had to warn other people. Even sent a email to the UK CEO Who I have met before and the person who just passed it on to customer services to give me a load of rubbish. Shame on this company”

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Posted 5 years ago

“Bought two sofas the one is not used very often so still looks good but the other has gone saggy on the two seats used, very disappointed as it looked good. No wonder they ask you for a review on ordering, of course I wouldn't as hadn't received the sofas.”

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Posted 5 years ago

“Ordered a yellow sofa from the Leicester branch, delivery was on time. Looks lovely in my summer house.”

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Posted 5 years ago

“Got to be the worst furniture company when you have a problem. They just don’t want to know about seat problem just keep say Union Jack method to sort out uneven seating pads”

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Posted 5 years ago

“Bought my sofa only 3 years ago paid a lot of money for it after just 3 years the leather has discoloured in places and the padding in the foot rest has disintegrated already after many emails and a phone call Sofology basically said tough I even paid £300 for extra protection and apparently that won’t even cover it ? Shocking I gave away a 15 year old sofa that looked in better condition than this one does”

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Posted 5 years ago

“Bad experience. If reviewing you should let other review web sites know how bad Sofology are as they Getty to place a review on another review web site which is based on taking an order rather than on actual delivery/goods giving a completely false impression . We gave a 5 star on the original ordering process . What a mistake as it makes it seems as if they are a great company which 3 months down the line and with no delivery they definitely aren’t!!”

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Posted 5 years ago

“Months have passed and the coffee tables are still in their warehouse not delivered. A shambles to be honest”

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Posted 5 years ago

“I would give no stars if possible . Had sofa and chair delivered 11 days ago try to raise a fault 3actually !!, they want batch number which is under the sofa ( I'm not going to be doing that ) then said im not authorized on the account anyway. Although 3 times my husband told them I must be on it as he works away . At this point I lost my cool and said the company's a joke I'll have a refund it they keep this up . Woman on customer service then said well you will be charged over £500 !! SO LET ME GET THIS STRAIGHT THEY MAKE YOU JUMP THROUGH HOOPS TO GET A FAULT SORTED THAT WAS ALREADY ON THE SOFA AFTER DELIVRY AND THEN WANT TO CHARGE YOU £500 TO TAKE IT BACK FOR REFUND . Please I implore you do not commit to buying a sofa from Sofolgy it will save you stress and depspair. We are tied to this terrible company for 4 years!!!!!”

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Posted 5 years ago

“Don't even bother trying to get a problem solved. The customer service team is appallingly bad.”

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Posted 5 years ago

“I feel l was totally missed sd the accidental cover insurance when l stated to the sales lady that l had dogs. I was assured that l would be covered by pet damage....1 claim a year up to the value of the sofa. Castelan insurance have stated the damage to my sofa is not accidental but wear and tear and the sofology team state it's not wear and tear but accidental damage!!!! It's got to he one or the other.....my suite is just over a year old and cost 3k......l am not amused and have contacted the financial ombusman......do not take out this insurance.....its just robbery!!!!”

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Posted 5 years ago

“Absolutely disgusting company do not fool for the sales team no hassle friendly service they are just a mirage leading you into your nightmare. We purchased the Massini in the first few days we noticed the leather was going saggy also that we was sinking . We complained a technician came out in disbelief he asked if we had purchased a refurbished sofa although the sofa was now only 3 months old he told us we needed a new sofa.However when customer service emailed us stating it was booked in for repairs and that we only needed new fillers we stated we wanted our money back they said they had right to repair. We gave them that right we was told parts will take 5 weeks to get delivered and we had to take the delivery of the parts which we refused. They could not even give us a date that the repairs would be carried out four months later the technician was finally booked in then cancelled at five o'clock the day before he was due to come having booked the day of work. Ten days later we was rebooked the technician phoned at seven o'clock in the evening with emerdale blaring in the background to confirm he was coming two hours after he was due customer service called us to let advice us that the wrong parts had been delivered to them this has been going on for nearly five months now we demanded or money back they are now willing to do this but want the sofa back within seven days knowing we will be without a sofa for weeks while we look for a replacement . My partner has had five months of tearful and stressful phone calls we have been passed from piller to post not once have they contacted us we have done all the chasing this company has caused arguments in our houshold they are rude liars and uncaring please do your homework on this company before buying your sofa .”

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Posted 5 years ago

“The most horrific store I've ever been to. Bought in store, CASH transaction took one and a half hour to process!!!!!!! Ridiculous! Bought a chair, 26 Dec, it was available to be delivered there and then. Delivered end Jan, damaged, no power pack. Such a drama, emails, phone calls, no solution. NEVER go near this store.”

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Posted 5 years ago

“Awful customer service. Each person we spoke to passed the buck onto other employees. They also made it extremely difficult to make a formal complaint.”

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Posted 5 years ago

“Delivered sofa with a hole in, wouldn't let me reject delivery. After over 5 months of countless emails, phone calls and engineer visits, they have finally admitted they cannot resolve the issue.”

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Posted 5 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