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

“When I bought my Lawrence sofa (over £3000) in june 2020, the customer service from the York store was great. Unfortunately, the after sales is not the same. After less than 6 months I noticed that one of the seats was seriously dipping. I phoned CS and after trying to tell me it was natural usage, eventually agreed an engineer would come out and inspect. On the day of inspection the engineer told me it was a common problem but his hands were tied. The seat needed another piece of foam adding. Apparently Sofology used to do it as a gesture of goodwill but no longer do. He left saying he would let CS know that I was still not happy. I waited a week, heard nothing. Spoke to Amy @ York (who has been great) and she raised another ticket. Weeks have passed and still heard nothing more from CS. Be warned, paying more for what you think is going to be quality is not the best option, I even purchased the additional care insurance. Complete scam!!!”

Helpful Report

Posted 3 years ago

“I will never use this company again due to poor after care service. Technician told me there was a fault on my armchair which he tried to fix but failed and they refused to come back out.”

Helpful Report

Posted 3 years ago

“Ordering and delivery of sofa was all fine, but there was a defect in the leather on the seats when it arrived. Reported it and someone came out two weeks later (31st March 2021), had an email to say replacement has been ordered. Still to this day (22nd July) I am waiting and after numerous emails (to which I have had no reply) phone calls (1hr + wait) and visiting the store (to be told they have to go through same channels) still nothing. Maybe they should spend more time paying for more staff to take queries than the money they spend on paying A list American celebrities to advertise them!!”

Helpful Report

Posted 3 years ago

“3 Failed deliveries, ALL promised call-backs don't happen and if you don't call at 8:30am on the dot you are looking at a 3hour waiting time just to get cut off. Check The BBC watchdog section on them.”

Helpful Report

Posted 3 years ago

“I ordered and payed for a new sofa back in April, no sofa, no updates, hours on the phone, lots of emails. Terrible customer service. PLEASE DO ORDER 🤬🤬🤬🤬”

Helpful Report

Posted 3 years ago

“Honestly if I had seen the BBC Watchdog section on Sofology before purchasing our sofa I would have avoided at all costs. Exactly like the rest of the legitimate 1 star reviews on here (I am sooo convinced the 5 star reviews on here are friends/family/paid) - we got the text to book a slot, booked the slot, drivers called us on route and when they arrived the sofa wasn't loaded.. If I wasn't already mentally prepared for it I think I would have been gutted. So they call their depo, we go through to webchat with the 'typical response in a few minutes' and just received a response over 72 hours later from Katie not having even read the query... Couldn't make it up. Luckily we're in contact with the branch we ordered from and they gave us some kind of insight that we should expect another text to rebook delivery this week and we need to hold out. So we shall see, we could still go up a couple of stars that it was an accident and it's solved or we might be going through the banks to get our money back for a sofa we haven't received.”

Helpful Report

Posted 4 years ago

“Worst experience ever nobody responds to queries easy to buy sofas but don’t have them & everyone refuses to reply to this!!! Avoid at all costs”

Helpful Report

Posted 4 years ago

“11 months of misery with this company. Spent days trying to get through to customer service, it often cuts you off after waiting an hour! Still don’t have the right items so now would just like my money back so I can start again elsewhere. Waiting for a response...........”

Helpful Report

Posted 4 years ago

“STAY WELL AWAY.. We have been left for weeks and weeks without our new sofa.Just deckchairs.I could write a20000 word essay with all the wrong going ons .Even contacted CEO on 2 occasions but surprise surprise no reply.”

Helpful Report

Posted 4 years ago

“Do not buy from this company worst customer service ever No uplift and collection no one contacts to let you know!! Have to drive back to store to speak to someone as you cant get through to customer services Problem resolved only to be cancelled the second time!!! Then suite is lost on their computers! Anyway finally delivered its brown when I ordered urban grey. I have sent2 emails to customer services as it takes 72 hours for them to get back to you a week later still no reply”

Helpful Report

Posted 4 years ago

“Unable to find my order, had a delivery slot of 7:30 -10:30, 4 hours later no delivery, no contact from anyone and unable to get any answers where it is. Webchat has no response for over an hour, call lines cut you off, absolutely disgusting service”

Helpful Report

Posted 4 years ago

“We bought our 2 two-seater sofas and a footstool at the York outlet. It arrived in January 2019. At first, it was fine but the footstool has lost its colour in patches. Also, the cleaner's (which are very expensive and really not much good) was used as directed from new We previously owned another leather suite for over 20 years and it was looking a little used, but the colour and finish were fine on the older one. We haven't tried to get in touch with Sofology as we have NO hope of any rectification work being done. BUYER BEWARE!!!!!!!!!”

Helpful Report

Posted 4 years ago

“After waiting for 13 weeks our sofa arrived with loose baggy material, scratched, scags and stains on it and generally in really poor condition. Sofology agreed to send us out another one and after another 13 weeks the replacement was much of the same and had to be rejected on delivery. Expecting them to maybe replace the material at their site they decided against that and put an order on for another replacement which I waited again 13 weeks. I had zero faith the 3rd would turn up in any better condition and I was correct it was rejected by myself on delivery just yesterday. On going for me at the moment but I would never use or recommend this company ever!”

Helpful Report

Posted 4 years ago

“This company are thief’s who steal your money and don’t order a sofa 14 week wait and no sofa delivered apparently it’s lost hate this company with a passion no customer service staff no online chat staff they just completely ignore u they need shut down IMMEDIATELY”

Helpful Report

Posted 4 years ago

“The delivery was on time but. Only one sofa came not the other nor cleaning products came l rang a few times and emailed no luck l said you got 1 week or we cancel the agreement never again disgusted how they treat customers you find you can't get hold of them”

Helpful Report

Posted 4 years ago

“After a good ordering experience I was happy & impressed with company & products. Sadly it all went wrong after the Delivery Date was set. I was called on 30 June & told my order wouldnt be coming ( despite my receiving an email the day before to say it was ) - the sofabed had been mislaid but now found in Bristol. No one updated me so on 1 July I was on leave & spent 3 hours holding; Laura tried Bristol & failed. Laura said she would call me to update; said they are doing weekend deliveries now then failed to call me. I returned to work & customer services closes unhelpfully at 5pm on the phone; so I'm down to umpteen web chat messages and emails that go unanswered. Tried using 'My Sofology' - firstly the password system is highly irritating as it doesnt remember you & I've had to reset it every time I go in. All my chat messages are there but only a 'bot' responds. My order is nearly 2 weeks overdue. I cant change the delivery date as it's set. I'M SO VERY DISAPPOINTING AFTER SUCH A GOOD BUYING EXPERIENCE. My guests had to sit on garden furniture & stay at a local Premier Inn. BUT its the feeling of being helpless, sidelined and neglected that sticks in my throat! I emailed the MD last week and guess what? No response. I guess they overextended themselves. I could accept being told to wait 2 weeks at least I would feel Im in the 'queue' as it is I dont even know if the goods I've paid for are reserved and I will eventually receive them. Apparently Im due a £50 credit for missed delivery ... does that accrue for every week they are late?”

Helpful Report

Posted 4 years ago

“AVOID AT ALL COSTS- the customer service is diabolical See the Facebook complaint groups for this company. The "my sofology" app and the online web chat doesn't work and the wait time when calling is horrendous - over 65 minutes on 4 occasions. Still waiting for a response to my emails. Still have not had a my receipt, let alone the VAT invoice which is a legal requirement for business to business. Very shocking customer service. Seems the other reviews are correct that the minute your delivery/order goes wrong - which seems to happen a lot - your left high and dry and totally at their mercy. You have been warned. I will be contacting the VAT office to ask them to audit the company as they are clearly breaking the rules.”

Helpful Report

Posted 4 years ago

“if I have ever read this review, ill never bother ordering online, after 4 weeks they confirmed that they have the money and the order number , recipient details for my order and they are still asking for more information, i have ordered a mobile phone for a needy student due to online learning they are siting on my money and not delivered , So Don't use them”

Helpful Report

Posted 4 years ago

“Worst service l have ever had from a retailer. I would have to write a 10,000 word essay with the issues with them. Happy to take your money but if anything goes wrong they just don’t want to know. They lie and side step.”

Helpful Report

Posted 4 years ago

“Had my sofa and chair for 9 weeks looks years old, I could cry. Stitching coming apart, sagging, leather worn, creasing. Company does not care, they say leather goes like that. I live on my own and work 49 hours a week as a nurse so I have hardly sat on it. AVOID THIS COMPANY”

Sofology 1 star review on 11th July 2021

Helpful Report

Posted 4 years ago

Sofology is rated 1.2 based on 1,655 reviews