Sofology Reviews

Name: Sofology
Rating: 1.21

1.2 Rating 1,666 Reviews

5 %

of reviewers recommend Sofology

1.2

Based on 1,666 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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Sofology 1 star review on 10th September 2025

290

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“So,so dissappointed with my sofa from Sofology and if I could they would have no stars at all.I ordered the top of the range Palm Sofa at a cost of£6,000.I had seen the ad on the tv with Owen Wilson and thought it looked amazing and decided because we have a large room it would look great in there.I didn't go see it first in the showroom as due to the covid thought it would be better to order it online and thought at that price it would be fine.Oh what a mistake I have made !! On the day it arrived we noticed the to middle cushions looke slighly creased after sitting on them and thought it was maybe they had been stored in a warehouse with maybe other cushions or something with weight on top of them and if we gave it a few days they would maybe fill out and look better but no the more we sat on them the saggier and creased they looked and it looks like we've had the sofa for years.I contacted Sofology where they recommended watching a video on You Tube on how to dress the sofa.This involves having to take each of the 4 cushions off which are each the size of a small sofa and very heavy and awkward to hold as well as then shake up and down.Also there are the 22 smaller cushions all the way round the sofa that have to all be removed to do this.When my husband tried this yes the middle cushions looked plumped up and like you see in the advert but as soon as we sat on them again they went back to looking creased and saggy again,so I contacted Sofology again who said they would send a technician out.Two weeks later he showed up and agreed with us they looked bad and took them off to plump them up but said there was probably nothing they would do because even if you got some more cushions they would just do the same thing and its just how they're made.He said as well what they do in the shop when customers got to look at the Palm is direct them over to a sofa half the price and talk them into getting that so people think they're getting a bargain.He sadi The Palm is just a show sofa ! Anyway within the day I received an email from Sofology saying their technician had found nothing wrong with it and so the case was closed.I was fuming and contacted them again saying it definately was not closed and what were they going to do now.They said all they could do was to get an independent company to send their technician and if he agreed with them that would be it.He came out to see us yesterday and sure enough said although yes they look very creased its becuse they have like a pleated line down the interior of the cushion which is abit like a duvet and this is to stop the filling moving about and there is nothing can be done to stop you seeing this as thats just what they're made of.He suggested maybe going to a reupholsterer to get all foam interiors put in but it will be expensive !! So there again he put his report in and today I got the same emai saying nothing wrong found with the sofa and so the case is closed.I have just written back to them saying I want them to pay the cost of having to get the cushions done again or I'll be taking it much further.After reading everyone's bad comments on here I;m sure it won't do me any good but I have to try as its unbelievable that they can make sofa's like this which unless you dress them everytime you sit on them they look like you've had them years and not 5 weeks like ours.My advice to anyone reading this is don't buy from Sofology as your just buying rubbish with no good customer aftercare !!!”

Sofology 1 star review on 3rd October 2020

Helpful Report

Posted 5 years ago

“Simply, I want to confirm all the bad reviews already made from other customers. I just wish I had seen all these bad reviews before to buy the sofa. I feel so very disappointed as buying a sofa whilst purchasing the first property is something that definitely I wanted to get right. The frustration this company causes to many people that ended up buying a very poor quality sofa, spending money and not being able to sit on it, (since it becomes very uncomfortable within minutes), is not to be undervalued. You end up in the situation where you do not have the sofa as expected to be, you have spent your budget and you need to get rid of this almost new sofa and buy another one. I thought about it and decided to write their customer service explaining the problem and trying to rectify it. Well, it appears that it not their fault but it is my fault because I do not do the daily maintenance required. What? I live on my own, I just bought it a few months ago and I do not even sit on it as too uncomfortable and they tell me that I do not do the daily maintenance? I wrote them again and I am now waiting for the technician. We will see! I may write another review afterwards. Sofas in the showrooms are not the true quality you will get and I will report this to the Trading Standards. I do feel the pains of all the companies as a result of the pandemic but my sofa was manufactured before the pandemic, as many other sofas of people doing bad reviews. Integrity and honesty are musts and I definitely do not think this company has any of those values. NOT RECOMMENDED!”

Helpful Report

Posted 5 years ago

“This is the most appalling customer service I have ever experienced. I bought a clearance sofa through the clearance phone line. All appeared good and the sales man was helpful at the time, however the process turned bad very quickly. I was told when placing the order that it would be delivered within 3 weeks, which I was happy to wait for. However, when contacting the delivery team after I made the purchase to enquire about a delivery date, I was told the sofa was ready and could be with me within 2 days. At this point I was very pleased, looking forward to having a sofa. I booked time off work to stay in for the delivery on delivery day. When the truck arrived I was told that it wasn’t on the back of the lorry. I asked why this was the case at which point they told me that they don’t know. They told me someone from customer services would contact me. I was relying on this sofa to arrive as I don’t have a chair to sit on at the moment as I have just recently moved to a new property. When speaking to the delivery team on the phone, they told me they already knew that the furniture was MISSING and they forgot to contact me. In short I waited In for a sofa that was never going to arrive. The staff member from the delivery team wasn’t helpful at all and just passed me to customer services. I reiterated my dissatisfaction with the customer service agent. They could not explain to me where my sofa was and why it was missing. It was not sold, they just couldn’t find it! I have never experienced this before. I was told by a member of customer services that the only sofa in that range that was available is £300 more, however I would have to make up half of that if I wanted to order it.In essence I would have to pay for their mistakes and negligence. That was apparently their gesture of good will! I also lost leave from work which I cannot get back. Please do yourself a favour and go elsewhere for your furniture, it will not only cost you your time but also your money!”

Helpful Report

Posted 5 years ago

“Worst service ever!!! Bought a sofa from Sofology Giltbrook on 20.9.20 was told it would be removed from the showroom on 22.9.20 and delivered as it was clearance- sofology terms and conditions state I have to ready to receive it with 14 days!!!! ) we were sent a link to an online account ( didn’t work) we heard nothing!!! Tried phoning multiple times ( no answer) went back to the store 29.9.20 -My furniture was being sat on by customers in the store -spoke to Lewis who tried to help - but couldn’t give an explanation why my furniture was still in store and still being used!!!!!! He tried phoning customer services after 30 mins got to the front of the queue! But customer services couldn’t get through to the Sheffield depot ( no one was answering!!) I quoted sofology terms and conditions and asked if I could collect from store - I was told yes but to go to the store the next day, the next day I was told that my furniture had been picked up and was on its way to Sheffield!!!!!! This is past my house which is 2 miles away from the store- I eventually got through to the depot to be told it wouldn’t be delivered till a week on Thursday — I am not holding my breath there service, communication and ecological standards are so far below expected I am amazed they ever make any money”

Helpful Report

Posted 5 years ago

“Hi We bought an ex display sėt that We were told will be checked over and come to us as new, when it came the foot stool was broken hinges falling off and gas struts bent , told them and they said as it’s ex display you can’t have a replacement just £50 quid back or a repair , as I am a joiner it’s not repairable so looking further at the quality decided to ask for refund , so no probe they took it back , but as we don’t look at our front door very much or use it the delivery drivers smashed the shapeless foil of my white pvc doors , so watched the next chaps who came to collect and they were fine , we excepted £150 for the damage just to say bye bye , then 3 weeks later the first payment of finance has come out , so now chasing for a refund for furniture returned, looking back at our experience with the actual store when we bought it should have warned us away , as the sales person agreed a cost with us then when we got to the till to pay the cost went up over £200 , so we ended up walking out and buying it direct on line instead and got it for the cheaper price, I would say stay away as the quality does not look good ,”

Helpful Report

Posted 5 years ago

“I only had my sofa 5 days before the foam had sunken and the leather had rippled. Unless something drops off or is broken, Sofology is not interested.”

Sofology 1 star review on 25th September 2020

Helpful Report

Posted 5 years ago

“If there was a ‘0’ star it would get it. This is the worst company and customer service I’ve ever encountered. Ordered the sofa because it was ex-display and advertised 2 week delivery time. 5 week delay on the 2 week promise - so far!! 3 no-show deliveries. Paid money in full. They damaged the sofa in their warehouse so it didn’t make it onto the delivery van. No contact from them. It was the delivery driver that called and said he had my paperwork but no sofa on his van. Was about to ask for money back but they miraculously found me another one and arranged for it to be delivered the next week. No show again, no contact. Third delivery date has been and gone today. Each time I’ve had an email with a specific time slot but I honestly believe they have no idea where my sofa is or when they will deliver it to me. Called over 8 times. Each time with an hour’s wait on the phone. Been to store 3 times. They are not empowered to help you at all! So stressful and absolute shambolic system they have. Would never recommend to anyone.”

Helpful Report

Posted 5 years ago

“I’m looking for a suite after reading all reviews I wouldn’t touch this company at all . You treat customers bad your business will go bust gillhughes”

Helpful Report

Posted 5 years ago

“Purchased sofas 12 weeks ago paid in full, over £4000 since then no contact. Delivery time been and gone no sofas no update and no contact. Emailed no reply. Absolute muggers. Avoid at all cost really frustrating and stressful.”

Helpful Report

Posted 5 years ago

“I don't often leave negative feedback - every business can have an off day. But my experiences with Sofology recently pushed poor customer service to the extreme for me. For those who are saying in their reviews that they've had a good experience in-store yeah - I was pretty much the same. But just wait - you don't know what is in store for you in the after-sale. I was promised delivery by mid-August. Four weeks on - no sofas, no messages, no apologies, no information, and still can't get through to Customer Services - either on the phone or online. 36 hours it took a representative to respond to the 'instant' message I sent. Unfortunately, I wasn't at my computer at the time - so missed the opportunity to actually find out what is happening! I called the store. The Hull store manager was rude, unhelpful, and pretty much told me to suck it up as they were experiencing excessive demand telling me my only option was to contact customer services. Who remember, are uncontactable (this is why I was calling the store!). Totally, utterly unacceptable and I will never be using this company again. If you're currently in the market for a new Sofa I'd strongly recommend you go somewhere else.”

Helpful Report

Posted 5 years ago

“Bought sofa with cleaning kit and 5 years insurance as sales woman recommended, total Healy £2000. Sofa went down low quickly, wanted to use I insurance but they decided not allow to use it. Insurance itself was over £300 but need to claim within a day. If you don’t notice something you spill on it or not sure what it is, they don’t do anything. Very regret to bought sofa here and also I insurance. Do not buy insurance from them!”

Helpful Report

Posted 5 years ago

“I have a 3 seater sofa and chair which I purchased in June 2018. It is out of the 2 year warranty but I purchased the extended warrant. The leather on one arm and back of the sofa is peeling off and I am not covered by the warranty as it is classed as structural. I would have expected that a sofa costing approx £1400 would have lasted longer than this. Very disappointed with Sofology”

Helpful Report

Posted 5 years ago

“Purchased a leather sofa, within the first week the leaher was becomin baggy and relaxed. Informed Sofology I was dissatisfied with the product and they've done nothing. A technician came roynd, ageeing with my compkaont and apoligising as there was nothing he could do. Sofology have now tried to close the complaint. The pdoduct was sold to me under false pretences as the demo sofa in store did mot have this issue despute it being a frequent complaint. Shocking customer service and blatant lies. Avoid like the plague.”

Helpful Report

Posted 5 years ago

“I ordered and paid for a footstool, 100% upfront, I was given a delivery date. But then, on the day of delivery... nothing!! No one called, no one turned up.. nothing. Then for almost a month thereafter I was left chasing it, practically on a daily basis because every time I was promised a call back but due to extremely bad customer service at Sofology.. no call back. Until finally I was told they lost it. I told them to give me a full refund and I will never deal with such an incompetent company again. When I asked for the name of the customer service manager to write in about my experience, I was told they are not obligated to do so and as I had a full refund I was no longer a customer.. have you ever heard something so PATHETIC!!! So glad I purchased my sofa from Darlings of Chelsea... service is exceptional!!”

Helpful Report

Posted 5 years ago

“Dreadful. Salesman was a liar. (see below) Offered me 15% discount then when I looked at the invoice done remotely there was no discount. Told me that it was retrospective and that all I needed was a copy of an NHS card and get the discount on line. He said it was not a problem as he could do this in store if i could not get a copy of a card. When i checked on the site it was 10% and as both my NHS friends felt uncomfortable. I returned to the store and the salesman checked with the store manager who said it was too late anyway. If I had a complaint i could only do it online. I demanded to see the store manager who refused to see me and I had to sit in front of his desk. I recorded the whole conversation and only when I pointed this out did things get interesting. They had to use a staff members own purchase discount to get my price. The sofas are dreadful with the electric foot recliner supports all broken. Used to be wood now brittle plastic. 1 may be careless 2 may be unlucky but 3 and 4 design fault. Dont bother with customer service there isn't any. They ignore emails. the my sofoly app no longer recognises me and phone support makes you cry. I have made my own replacement parts from plywood.”

Sofology 1 star review on 8th September 2020

Helpful Report

Posted 5 years ago

“Was sold a leather sofa and assured it would keep it's shape and firmness. They lied. The sofa is soft and sagging! They replaced the base cushions but the same problem. Now they don't want to know. Horrible company!!! Avoid at all costs!”

Helpful Report

Posted 5 years ago

“Product is poor quality. A fault has occurred and initially I was assured the faulty item would be replaced within 6 to 8 weeks. 4 months later my ticked has been closed I don't have a replacement, emails ignored and staff unhelpful and have no knowledge of processes. Still paying for a sofa under guarantee which is fit for te skip. Don't bd taken in go to a quality store don't waste your money”

Helpful Report

Posted 5 years ago

“What a bunch of jokers!! I paid a deposit on two sofas from Sofology ten weeks ago and have not heard a word since. Have tried every which way to contact this slapdash outfit since then with NO RESULT! Tried using their "My Sofology" section to track delivery dates but it has never been updated so is useless. Tried sending a web enquiry to ask for an update and waited 48 hours in vain. Sent questions in via their Webchat and waited all afternoon without any response. Phoned numerous times and either never got into their queueing system or got cut off when someone finally picked up. And have requested a fabric sample several times in vain. Surprise surprise, they can't supply one for my sofa! A total waste of space.”

Helpful Report

Posted 5 years ago

“My 2 sofas look dreadful a year on dispite all plumping the backs completely sagging was told nothing they could do due to engineer who came out 3 weeks after i got them said all was ok. Theyd started sagging then. Gave it few months eee how they went end feb/marchbid had enough had to buy 3 roll pillows to help support back. Helped a bit but was not happy at all tried to call customer services to get recorded message due to covid. Did online complaint which when i finally got to speak to after sales 3 weeks ago said they never recieved. Still wont budge or send engineer out to see how bad these have gone due to engineer saying all was ok in september. Take a look for yourself if you think this us acceptable & this is after a good plumping without support cushion to help hold it up. Appauling”

Sofology 1 star review on 1st September 2020

Helpful Report

Posted 5 years ago

“Bought a sofa 3+2+1 (Collins range) less than two years ago spent over £3000. Straight away noticed one made lots of creaking but thought it may settle. Then the headrests came loose and a piece of the frame could be felt sticking out. Sofology came out shoved a piece of sponge in the headrest and tightened it all up. Left the headrest looking wonky af! Then the leather started to peel on the 3, phoned castlean (waste of time) said it wasn’t accidental damage. Then started peeling on the 2. Luckily sofa was still under warranty. Was given a credit note. But to buy the same now would be near £4000 as sofas have gone up in price. We don’t want the same again so basically all the sofas we could have afforded two years ago we can’t now. So looks like we will have to pay an extra grand or so to get a sofa. An don’t try going in store saying you have a credit note they won’t give you the time of day ! No commission for them !”

Helpful Report

Posted 5 years ago

Sofology is rated 1.2 based on 1,666 reviews