Sofology Reviews

Name: Sofology
Rating: 1.22

1.2 Rating 1,654 Reviews

5 %

of reviewers recommend Sofology

1.2

Based on 1,654 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

“I ordered a coffee table waited 3 weeks for a delivery date. Then waited in all day on the day of delivery and no one showed. You spend half the day on phones trying to sort it out . I am surprised this company is not on watchdog as the customer service is the worst i have seen. Will not be buying anything here again.”

Helpful Report

Posted 3 years ago

“Avoid!. I ordered 2 sofas and a footstool from the Leeds store in April. Staff were friendly and helpful. I got a message 2 days before the sofa was due to be delivered to say delivery would need to be rearranged due to the supplier. On ringing and finally getting in touch with sofology, delivery was rearranged and did to my surprise turn up as agreed. 7 weeks later a spring broke and came out of the bottom of the sofa after sitting on it! This had a 20 year guarantee. After spending over an hour on the phone a guy came to view the sofa and said someone would get in touch within 7 days. Never happened. I emailed them yesterday and got a same day reply! I have been offered a credit note and given a number to ring. Have been stuck in a queue of 26 people for 2 and a half hours and the queue number keeps going up and down. Don't know if this will ever get sorted ,please don't risk spending your money with this company.”

Helpful Report

Posted 3 years ago

“Waited 5 months for delivery, had sofa 3 months and it broke. Spent 3 hours on phone and managed to get credit note, then 3.5 hours to order new sofa. Worst customer service and company I have ever dealt with.”

Helpful Report

Posted 3 years ago

“Im only giving a 1 as I cant give zero. Shocking company. Never again”

Helpful Report

Posted 3 years ago

“Oh dear appalling customer service. The saga has been going on for over a year. The first two and three seater settees turned out to be faulty. So we paid an extra £1400 for an upgrade. They clearly stated, and in writing, that they would collect the faulty goods at the same time as delivery of the new upgrades. So when months later the delivery driver rang to say he was on his way we just asked about picking up the old one, he stated he had no knowledge of this and his van was too small😳. So it appears we are back to square one. Currently caller 46, again, to their customer support?!”

Helpful Report

Posted 3 years ago

“Sofology must employ a grand total of 1 person on their ‘call centre’. Always more than 1hr wait time. What a farce. Cancel a delivery with no notice. You get a call from them that rings exactly once before they put down. Ask you to call them back immediately 😂. Their complaints team doesn’t respond at all, never mind to their published 72hr SLA. Boggles the mind. But hey, they’re sitting pretty with customers’ money. Whilst we’re not sitting at all.”

Helpful Report

Posted 3 years ago

“Sofology Review I am struggling to put our experience with Sofology into words but really struggling as I have never come across a service this bad!! It all started really well in December 2020 when we ordered two sofas sets at Brent Cross store. But it all started to unrevel when it was time for delivery. Delivery got delayed for first sofa by 7 weeks but we were still patient as Brexit/Pandemic were quoted as reasons. We were then told that sofa is in warehouse but we could not book delivery due technical issues. Apparently they mixed up two finance applications. This went on for 5 weeks despite me giving them all details. THERE SEEMS TO BE NO COORDINATION BETWEEN CUSTOMER SERVICES, SALES & FINANCE. REPS ARE REALLY NICE AND COURTEOUS BUT COMPLETELY CLUELESS AND INCAPABLE OF RESOLVING THE ISSUES. THERE ARE NO SENIOR STAFF/MANAGERS TO OWN UP A PROBLEM AND RESOLVE IT. CONTACT NO IS PROGRAMMED TO NO 46 IN QUEUE AND ONE HAS TO WAIT OVER AN HOUR TO GET THROUGH TO SOMEONE. WE HAD TO CANCEL TABLE AND LAMP AS 6 MONTHS LATER AND 6 WEEKS AFTER ARRIVING IN UK, THEY GOT LOST IN WAREHOUSE. WE ARE STILL WAITING FOR SECOND SOFA SET AND FOR PAST TWO WEEKS ONE PIECE IS IN WAREHOUSE AND THE OTHER LOST. CONSIDERING OUR EXPERIENCE So FAR, I'M NOT HOPEFUL AT ALL IF WE WILL GET IT SOON. I DON'T KNOW HOW IS THIS SERVICE BEING RUN AND WITH SO MANY PEOPLE EXPERIENCING A COMPLETE NIGHTMARE, IT IS BEYOND BELIEF THAT THOSE RESPONSIBLE ARE NOT INTERVENING AND FIXING THE PROBLEMS.”

Helpful Report

Posted 3 years ago

“6 weeks after arranged delivery still no sofa,but worse still,zero contact from sofology. They are impossible to get in contact with via any means. The only response weve had is via a chat function... 3 days later,with a standard response which did not address any of our issues but offered 'sincere' apologise, laughable. 6 weeks late. No contact. No sofa. No refund. Nothing to sit on with a young family. Disgraceful”

Helpful Report

Posted 3 years ago

“I ordered my sofa and matching cushions back in February 2020. Of course there were delays - to be expected in a pandemic. I won’t bore with with the arduous tale of how many delivery attempts it took (4), how many unanswered emails (too many to count, or how many hours sat on hold (again too many to count). And weeks using deck chairs- I have had spinal surgery so that was fun! The situation now is a year and a half later, I am still waiting for the £50 cushion promised to me in March this year. No cushion, no refund, many more ignored emails from sofology. They keep trying to close the ticket as resolved when they have made no contact with me. The sofas are great. Getting them to give them up is a full time job! I no longer want the cushion. I may not live long enough to see it! I will be contacting my credit card company tomorrow to claw back the charge. An absolute disgrace.”

Helpful Report

Posted 3 years ago

“This company is awful. They did not deliver my complete order. My three seater went missing in their warehouse. I had to contact them following the delivery of only two sofas. They keep you on hold for nearly three hours and when you eventually get through you are put on hold again and the phone gets disconnected without you getting the help. Up to now I don’t have my three seater sofa. They re-ordered and promised me a loan sofa which has not turned up. They made me loose two days of work after lying to me that a delivery for the loan sofa was coming on both those occasions. I have requested to speak to the Manager but to no avail. The last time I spoke to someone in customer service I was told the manager would call me and it’s nearly two weeks and I have not received that call. I have had to call myself but was put on hold and then cut off. This company has no integrity whatsoever ever and I will be reporting them to the relevant authorities. They lie to customers, they do not care about the impact their conduct has. I paid over £4,000 cash for my sofas and yet I still do not have my sofa that I ordered. I only agreed to keep the other two sofas on the basis that they give me a loan sofa at their expense whilst they order my missing sofa but this has not transpired. I have to wait until October for the missing sofa to come and in the meantime I am not enjoying what I paid for. They are totally in breach of their contract with me and they seem not to care. I am so frustrated and distressed by the conduct of this company. I will not recommend anyone to buy sofas from them. This company is a NO NO NO.”

Helpful Report

Posted 3 years ago

“Emails returned as undelivered, 5 hours hanging on the ‘phone before being cut off at 4:35pm, chat on line was undeliverable. Three people (Matthew, Ellenor and Sebastian) took up chat with me and had the same answers, with the same errors, demonstrating these were automated responses. Where is my order.........? Surely someone could ‘phone the delivery men in Bristol and ask them. Absolutely disgusting service. There must be many elderly , disabled people like me who get caught up in their web of deceit and lies. Please do not deal with Sofology.”

Helpful Report

Posted 3 years ago

“Please AVOID! Ordered my sofa a couple months ago. First delivery got cancelled in advance...frustrating but atleast i was told. Second delivery day arrives, morning slot. Doesn't show up. I call and they told me it was running late, definatley on its way. NEVER TURNED UP! Customer service is shocking, never get through and they don't respond to online messages. I called the store in wednesbury and Phil was amazing!!! The store folk are GREAT! New delivery day tomorrow but I'm highly doubtful they are coming. Not even received a time slot yet. They were kind enough to take my old one away a week ago!! Now I face the prospect of the summer hols with nothing to sit on!! Honestly what the hell is going on sofology!!! Don't promise orders you can't supply!!!!!!”

Helpful Report

Posted 3 years ago

“Currently waiting in customer service queue for 1 hr 35 mins and 15th in the queue. Sofology driver refused to deliver our sofa yesterday as the wrong delivery address had manually been put on the delivery notice by Sofology customer advisor. Waited 2 hours 15 minutes to get through to customer service yesterday. Promised £100 compensation and a call back which never happened. We've already ordered a second sofa - dread to think what experience we will have with that one.”

Helpful Report

Posted 3 years ago

“Hi i bought a sofa £3500 cash also bought cleaning kits for £60 the cleaning kits still not arrived 2 months later.iv e.mailed Sofology 9 times and been promised delivery.but guess what no delivery. Its a discrace to treat customers this way.i will never shop there again and neither should you.terrible after care.order number 2877858/1”

Helpful Report

Posted 3 years ago

“THERE WAS NOTHING RIGHT.GOODS NEVER TURNED UP COULD NOT GET AN EXPLANATION.WAITED 7 WEEKS TO GET MONEY BACK.AVOID AVOID AVOID.CUSTOMER RELATIONS NON-EXISTENT.NEVER AGAIN.”

Helpful Report

Posted 3 years ago

“One of the worst experiences of shopping in my life! After waiting 3 months we got our delivery date for 7th July AM slot. I waited in all morning but no Sofa arrived. I rang customer services, was in a que of 30 callers and was disconnected after 30 mins. I used the online chat but no one even responded. I emailed and eventually got a reply saying they would rebook a delivery and contact me to confirm but this never happened. Then that afternoon a sofa arrived. Not the two sofas we ordered and paid for, just one. No explanation as to why or if/when the other was arriving. It has still not arrived three weeks later. I am now using the Consumer Rights Act 2015 to get a full refund.”

Helpful Report

Posted 3 years ago

“Sofology should be ashamed of themselves. They initially contacted me nearly a month ago to arrange delivery of my sofa and chair, since then they have failed to turn up 3 times. I have spent hours waiting on their customer service line only to be palmed off with promises of emails that are not sent and call backs that never happen, they also completely ignore their online messaging service. Each time I do wait the 45min wait to speak to someone I find out that nothing has actually been done to find my sofa and get it delivered to me. My email to the complaints team has also gone unanswered and I am none the wiser as to where my sofa is, and apparently nobody can actually tell me. Easily the most disgraceful customer service I have ever experienced. I am still without furniture 3 weeks on from my initial delivery date with no solution or temporary furniture offered, and have also been told that they cannot offer any compensation at this time despite me spending over 24hrs of my own time trying to resolve their incompentancies. Not to mention the fact that on every instance I have been advised a call back or email they have not bothered which has resulted in my spending hours on hold trying to contact someone- with still no answers”

Helpful Report

Posted 3 years ago

“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

Sofology is rated 1.2 based on 1,654 reviews