Sofology Reviews

Name: Sofology
Rating: 1.21

1.2 Rating 1,668 Reviews

5 %

of reviewers recommend Sofology

1.2

Based on 1,668 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

“If you want to buy from a company where there is any level of aftersales service I suggest you go elsewhere. It turns out that the three year warranty that we were told about in store is actually one year and now that we have a problem Sofology are not interested. Sofology sent a technician to our house to review the problem and he agreed with me but then wrote a report saying there is nothing wrong so Sofology are not willing to do anything and say all I can do is contact the Furniture Ombudsman. I am now seeing lots of reviews from people saying the same about technicians reports. Worst customer service I have ever had from a retailer. They do not return calls when promised and their "Priority Team" are worse than their standard customer services team. Suggest you spend your money elsewhere.”

Helpful Report

Posted 6 years ago

“We have a 2nd sofa/chair delivered as the 1st was not acceptable and truly uncomfortable, after having this for just over 1 week now this sofa and chair is starting to look like a 5 year old sofa, when recently complained about the lack of comfort and sinking through the cushions and that I wanted to start a return/refund I was told that the sofas are weighed when built so the comfort should be ok and the ticket shall be closed! and If I wanted to reopen the ticket I must send photos which I have now done, but am getting the feeling this is going to be a long winded process,my honest opinion is that these sofa lack any kind of quality and are really cheaply put together, my previous furniture was from Furniture Village which are a little pricier than Sofology but at least you get a decent sofa along with customer service, be warned!”

Helpful Report

Posted 6 years ago

“A more useless customer service tema is hard to imagine, even after they've given us a credit note after three months to replace thaey can't even send an order acknowledgement. Total time on the phone to these clowns is now 9 hours.”

Helpful Report

Posted 6 years ago

“Purchased a 3 seater leather sofa and a rise/recliner chair about 2 years ago Not long after I noticed that the colour was disappearing where my head touches Reported this to Sofology and requested someone to come, they said send photos which we did. Heard nothing apart from an email in April saying case has been settled and closed. I replied back saying not settled ! Again nothing from Sofology until a month ago I saw BBC Watchdog which fearured scathing reports re Sofology. Contacted BBC Watchdog and suddenly they sent a "Technician" not a sofology employee, to see the problem which had got much worse He turned up at just after 7.30 am we had only just got up. He simply took more photos and rubbed part of the chair (arm) and said no loss of colour, pretty obvious seeing as the problenm was on the back ! We pointed out some areas on the seat (sofa and chair) where the same problem was starting again he took photos. This"Technician" was a furniture repairer re the frames etc Sofology then said the problem was caused by ourselves use of hair oils , not cleaned. down to us - end of story I am 77, nearly bald and am the only person to use this rise/recliner as I suffer from Parkinsons I need a rise/recliner. My wife uses the cleaning materials supplied by Sofology according to their instructions. So Do not put your head on the back of the chair and do not use the expensive cleaning materials and do not sit on the furniture and you will not have a problem Sofology do not have any manufacturing or repair facilities only 3rd party companies who will not upset their trading relationship with Sofology. The frames are from America , the leather from Italy and the whole lot put together in the far east and shipped over in a container, so no quality control whatsoever. If you have a problem hard luck AVOID .”

Helpful Report

Posted 6 years ago

“Worst company I have ever dealt with. Finally received a full refund from sofology this week after three years of appalling service. I had a creaking recliner mechanism. Sofology technicians and homeserve technicians come out to my property 11 times to try and resolve the issue. They kept trying to fob me off with ridiculous explanations. If your in the same boat keep at them don’t accept no for a answer keep at them and demand they fix the issues or give you your money back. As people have stated they have nice showrooms and good sales staff. But their customer service and their technicians are a absolute joke. I will never use this company again and I wouldn’t recommend them to anyone.”

Helpful Report

Posted 6 years ago

“Appalling - we waited all morning and then because we are in a bad reception area we suddenly got a voicemail message saying that the driver had been and gone (!) but he had never been to begin with - he clearly went to another address because nobody knocked on our door - nobody rang our doorbell - checked with all the neighbours and no van or lorry had been down our road this morning - so it is all lies - he went to another address. Of course, when we tried to call the driver, and later on Sofology's own customer service tried to contact the driver - and surprise surprise, it was going straight to voicemail! So their driver drove 6 hours from their depot, to our town, went to the wrong address, supposedly waited 20 minutes, then turned around and drove 6 hours back - and they would only have been a few miles away when we tried to call. I would never recommend this company to anyone. They have plush show rooms, good sales staff, but you wait ages (30 minutes the first time I called their customer service and then got cut off and had to call a second time during which I waited about 18 minutes) to talk to anyone in customer service and they can't even contact their own drivers!”

Helpful Report

Posted 6 years ago

“Joke of a delivery service ..no communication to say no delivery till hours later..awful service”

Helpful Report

Posted 6 years ago

“Not going to waste anymore of my time trying to pursue my complaint with sofology. This is exactly what they want. Sofology is a company that hides behind e mails. I have never experienced such shocking and at times antagonizing customer service. Complaints open complaints resolved when nothing has altered at all.”

Helpful Report

Posted 6 years ago

“Totally disappointed Totally disappointed with the lack of service this company has provided us. Was promised delivery by end of November by sales person only to find out it was mid December. Then we got a text yesterday saying delivery between 7.30 and 10.30. Called up to see where driver is and was told that I was given the wrong slot and it turns out it might not be here until 20.30. I now have to take the rest of the day as unpaid leave and when asked to speak to someone they said not possible as 48hr window is needed. I have an autistic son who will now come becoming home to a empty living room and will not understand why he has no where to sit. I will not be recommending this company to anyone as they do not provide any kind of service. This is probably the worst retail experience I have ever had. So after wasting the whole day not having my complaint dealt with and being lied to about delivery times and terms and non existent conditions imagine my suprise when at 7.31pm I receive an email to be told that my sofa won't be delivered on the 18th. As it stands I have no confirmation as to when my sofa will arrive and I'm going to have to take another day unpaid leave and hope and pray that the delivery happens. An absolute disgrace”

Helpful Report

Posted 6 years ago

“infact I would not even give this company a star. I am disgusted at how the customer care. intact no not customer care bout the heads of customer services. their lack of empathy and no care attitude. my sofa delivery was delayed by a week. I was expecting delivery Monday so sold my sofa on a Friday to make space. Saturday I had a call to say was delayed and be delivered following Sunday. I wasn't happy bit io explained my husband has a severe hernia and had a transplant. he cannot sit on the floor . if they could send a loan sofa . they would not have it at all. I kept getting that all management will say is no. what a un -cooperative company you are. lack of understanding quick to take your money. I will never ever recommend you to anyone. you have no customer support. your staff are just told to say they understand. But it is the management that needs to understand. your company has caused me a great deal of stress and my poor husband has had to sit I his bedroom . I am so upset and I know you don't care .!”

Helpful Report

Posted 6 years ago

“Terrible service Took 3 weeks longer than date arranged, couch sent back wrong order and refuse to refund me. If I want the couches back I have to pay 300 more. Very bad company I would never use sofology again and advise everyone else not buy of them”

Helpful Report

Posted 6 years ago

“Very bad service,changed delivery date with out informing us.I ordered sofa and called them more than 5 times on delivery date and didnt delivered with out informing us.over all very bad service”

Helpful Report

Posted 6 years ago

“Too long a story to bore you with. The short version is the they delivered broken furniture to us, I complained, they sent a man out to repair it, we are not happy with the repair. Now they refuse to refund or replace the footstool. This has been going on from April. Now they are refusing to reply to my correspondence. Do not buy from this company.”

Helpful Report

Posted 6 years ago

“Delivered 27th October 2018 4 seater Laurence £2500-£2600 in mist colour. On delivery I highlighted a badly creased arm and a patch in the middle back rest which was totally different in pattern to the rest of the sofa, in full show approx 6x7 inch. Delivery man said “let it warm up and it will all go away”, brilliant! After using the sofa for a couple of hours we noticed the leather was not tight and could be pinched together it was that loose. Really unacceptable the one in store was very tight. The seat was sagging within 2 days. After 1 week creased arm remained badly creased and the arm piping was not straight. Contacted Sofology within 14 days and was told to do daily maintenance, brilliant! I asked for the sofa to be returned due to poor quality. Person on the phone said I can’t return it under 14 days distance selling because I bought it in store? Really???? I explained I viewed several sofas in the store and the lady asked for my email so the ones we’d viewed could be emailed to us. I made the purchase online or via being hounded on the phone after the visit. Either way card payment and distance selling. Sofology again said the purchase was made in store and I can’t return it. My advice is to always purchase away from the store then you are covered under the distance selling act. Sofology asked to send an expert to view the sofa. Under protest and making it very clear I will only accept a return the “expert” was booked. Prior to the visit I viewed the sofa in the store and asked how long it had been on display, response a long time. I took several images of the in-store sofa to demonstrate the one I have is unacceptable to the expert. In store I showed images to the assistants and they agreed it’s unacceptable. Technician visited and agreed saying sofa needs returning for loose leather, creased arm and sagging (notes manufacturer liability), funny Sofology won’t send me the report. Expert also said “THE PATCH” right in the middle of the back rest is belly leather and sofology wouldn’t accept that as faulty but did agree it stsnds out and shouldn’t be used in that area. Wow, the pattern looks as though it’s been tangled in a machine when being pressed and really stands out. Several friends have noticed the patch. Do Sofology really think that should be used in such a prominent area???? If only Trust pilot allowed images potential customers could see what they deem as acceptable. In fact I will post a link shortly to some images, watch this space! Sofology contacted me via email suggesting they will repair the sofa with no other option available. Strange the expert said it needs returning! I refused any repairs in writing. I also asked for all communications to be in writing. Once again Sofology asked to perform a repair and suggested this is what the technician said.....but didn’t send a copy of the report. Again in writing I refused any repairs. While waiting for the issue to be resolved I see Watchdog has targeted Sofology. Another review site came up in the google search “Sofology reviews” and wow I wish I read the reviews before making a purchase. Sofology don’t seem to understand the concept of in writing. I asked for all communications to be in writing and they still phone. Had enough of them and will contact watchdog, ombudsman, trading standards and my card provider. Paid for delivery £50-70 approx. It took 12 weeks to arrive from China. Emailed to arrange a slot. Had to pay £30-£40 more for a Saturday delivery so at least £80 for delivery. £2500 for one sofa and sofology charge for delivery. My advice read the reviews, you don’t get what you see in store!”

Helpful Report

Posted 6 years ago

“Do NOT buy from this company! Lovely showroom, and salesgirls. Absolutely appalling after sales service,well, there is none. Arranged a delivery date,telephoned 4 days before, to take full payment of the £2,500, the texted to say they couldn’t contact me by phone (untrue), would I phone! and then told there was only partial delivery! Given a date approximately one month later for delivery, not contacted, spent literally HOURS on the telephone, nobody answers the telephone, live chat, or emails. No delivery date. No contact. Obtained a refund by sending a Special Delivery letter to the Sofology Chief Executive Officer, name derived from free Companies House information, stating that I was going to take Sofology to the Small Claims Court for Breach of Contract, and Misrepresentation. AVOID THIS COMPANY.”

Helpful Report

Posted 6 years ago

“Sofa came heavily damaged and have taken over 5 days (each day spending 45mins to hour) waiting for someone to answer customer service. Very unsatisfying.”

Helpful Report

Posted 6 years ago

“I wish I watched Watchdog before we bought. They are very good at spending money on the shopfront and advertising but as soon as they have your money it all falls apart. The sofa is damaged, the customer service is awful, when you get in contact they fob you off with automated responses! They even know their own service and product is so bad that they have created templated email responses ready and waiting for your complaint! We had penciled marks around defects that they knew about, sent it anyway and told us in an automated response that its a sign of authenticity! Buy a sofa elsewhere and be warned.”

Helpful Report

Posted 6 years ago

“We received our sofa and matching footstool that we ordered in Thurrock store. We did not see the footstool as wasn't on in store at the time, but were told and shown measurements and were happy with that. Everything was delivered ok and the sofa is very comfortable, however the footstool is higher than the sofa, making it very uncomfortable to sit with our feet up. I have just got off the phone with Steven Bell from the thurrock store who told me his one in store (and as per internet) is 38cm high. Our one is 40.5cm high, the wooden feet alone standing at 5cm. I had contacted sofology several times and was told that did not count as a defect and the sizing is not always accurate. Nowhere does it say this on their website, in store or on our forms. I finally unscrewed the 4 feet myself and it is now lower than the sofa which is more comfortable. However it slides as no longer has feet on it and apparently sofology thinks this is suitable! DO NOT BUY unless you make them sign a contract saying they will delivery EXACTLY what you ordered. This is awful and upsetting and a total waste of money!!!!”

Helpful Report

Posted 6 years ago

“My sofa was delivered damaged , my floor was scratched , it’s been over a week still no one has called me back and still unable to get through to anyone to make them aware, very very disappointed”

Helpful Report

Posted 6 years ago

“Made me very unhappy. 1st delivery was shabby and of poor quality. Returned after frustrating encounter with Sofology inept and clumsy customer support dept. Would never recommend this company.”

Helpful Report

Posted 7 years ago

Sofology is rated 1.2 based on 1,668 reviews