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

“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 4 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 4 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 4 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 4 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 4 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 4 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 4 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 4 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 4 years ago

“Bought a sofa and a cuddle chair out the of the Canterbury Range in September 2019. We have already had the support out to the sofa as it started to creak and groan despite the soft not had any weight on it. They came, gave it a few tweaks, puffed the cushions up a bit and went on their way. Ive got to say although the two are from the same range, the fabric appears very different. The cuddle chair that is sat on daily has worn well however the sofa looks like we have had it years. Extremely disappointed as know the sofa will not last long and loved the colour to match my lounge. Extremely disappointed on the quality.”

Helpful Report

Posted 4 years ago

“Sagging sofa and frame is all wobbly after a few years. Poor quality, disappointed having spent £4000 on these sofas”

Helpful Report

Posted 4 years ago

“Bought sofa bed and matching chair mid 2019. Chair cushion much softer than sofa cushion. Uncomfortable. Tried to get it changed but they said nothing wrong . Now sofa and chair both their cushions are soft and no support. Would not buy again from. Them as no customer service.”

Helpful Report

Posted 4 years ago

“Bought 3 sofa's back in January to the value of nearly £3000 which we paid in full. They were due to be delivered in April. Lock down came, so understandably there was a delay. In June i started to ask when they would be delivered.....I constantly chased them with phone calls and emails. But nothing re-delivery date. In July I then asked for refund if they could not give me my sofa's. All of this time they were holding my money that I had paid in full in January. Once we reached August I then proceeded with a 'section 75' on my credit card to try to get my money back. Then they agreed that they would refund me. 7 months later..... I'm afraid I wouldn't buy from Sofology again. I have had no apology the delay in giving me back my money or explanation as to why I didn't get my sofa's that I was hoping to get.”

Helpful Report

Posted 4 years ago

“On delivery the designer footstool was missing. We called up and it arrived two days later with different feet to the two sofas and single footstool. We rang and they were not interested in the slightest. So we are left with 4 pieces with different feet. We spent over £3000 and they didn’t give a damn. Customer service is seriously lacking. Rude obnoxious staff. Do not buy from them. Spend your hard earned cash elsewhere. They don’t deserve to be in business!! We are extremely disappointed. We expected so much more.”

Helpful Report

Posted 4 years ago

“Do not touch these absolutely dishonest outfit with a barge pole. They sold us a suite from the Capriana range and they had different feet on them, I asked for them to match and they told me i should have understood this....absolute joke outfit the whole lot if them. AVOID AT ALL COSTS YOU HAVE BEEN WARNED!!!!!”

Helpful Report

Posted 4 years ago

“We purchased a sofa end of June with delivery guaranteed within 2 weeks. 2 weeks later no news of Sofology, we went to their store in Croydon who told us they cannot do anything that we have to contact their customer service via phone. When we called them after 2 hours of waiting time , their customer service told us that the purchase order was not attached to our sofa and the sofa was sold to another client. They offered us the same sofa in a different color that we accepted. They advised delivery will be in a week time. On the delivery day, no one turned up, no one called us to inform us of a time frame or of any issues. We had to chase them by email but had no answer. We called them and after another waiting time of 2 hours their customer service advised that delivery will not happen and that one of their manager will call us asap. 2nd week of August and we had no communication at all from Sofology. When we called after hours of waiting time we spoke to one of their manager who guaranteed a delivery on the 19th of August. Today 19th of August, we had no phone calls or emails, when we chased them via email the answer was delivery will not happen today that someone from customer service team will call us shortly. We waited till afternoon for a phone call, when we once again called Sofology one of their customer service representative told us that Dominic is away from his desk that he will call is shorty, we told her we are not happy and we want to talk to a supervisor she hang up and put us again in their queuing system. We are yet to receive any kind of answer or updates on our delivery. I am surprised that they have 5 stars!! Zero communication, zero customer service and extremely unprofessional staff”

Helpful Report

Posted 4 years ago

“SCAM! 1) ordered a sofa over the phone. Very efficient at taking money. Documented the wrong address despite repeating it multiple times 2) To correct the address- waited on the phone 45 mins and had to call 5-6 times. No help. Have to submit passport copy and evidence of address. So went to the showroom with all this and corrected the address 3) delivery in 4 weeks. Fine. Booked leave to wait for the sofa. On the day before the delivery, I was told there was a mess up with the delivery and have to reschedule it in 2 weeks. Thankfully they offered me free delivery for the weekend!! Yeyy. still not received the sofa. 4) don't bother complaining to manager. Waiting for an hour over the phone and don't get anywhere. Just pray your sofa will arrive before this company goes into administration, 5) Scared to ask for a refund. considering how 'efficient' their service has been so far.”

Helpful Report

Posted 4 years ago

“Bought a lovely 2+2+1 suppose to be ltalian leather made suite, I don’t think it been anywhere near Italy. Within a few months the colour of the leather had gone in patches it appears to look older than it is, the seat on one of the settees ripped , this happened twice , when I asked about the colour fading and what to do about it I was told to just use shoe dye on it. When the settee ripped again I was told that they would have to order another piece of leather from China and it would take some weeks for it to arrive. Now the bracket has broken on the other settee and all I have had from them is that they do not deal with that supplier and to get a local upholster to deal with it . When I said it is covered with the 10yr guarantee they just said that that part is not covered. Nothing but trouble from day one not happy with this company, will not be buying from this company again and I’m not the only person to have a problem with the quality of the work and service.”

Helpful Report

Posted 4 years ago

“Sofology Anastasia bought 18 months ago. Leather started peeling and was told it’s accidental damage but not covered by sofa shield (owned by Castelan). No explanation of what caused it, just that it’s not covered. Bought the insurance in good faith as sales reps stated it will cover most instances, but obviously not this one! Very frustrating and unimpressed with this company! Also, footstool arrived without legs and was told it would take another 10 weeks for the legs to arrive! Be careful as the insurance company will do anything not to repair!”

Sofology 1 star review on 15th August 2020

Helpful Report

Posted 4 years ago

“Was expecting sofa this morning nobody has appeared have spent the equivelent of four hours listening to bad music and telling you to order delivery on app. Tried three numbers and the online ...so called help sent email which came back undeliverable. I am now sitting here on friday night my old suite took away yesterday morning and have no way to speak to anyone. Utter shambles. I am in ill health and cant move furniture and stuff back myself. Feel so powerless and cant stop crying. I will make sure all i know and who they know avoid this company. Sales team are good and you put a good review on after you purchase but realise now thats why i thought they were okay. Dont know what to do now .”

Helpful Report

Posted 4 years ago

Sofology is rated 1.2 based on 1,655 reviews