Sofology Reviews

Name: Sofology
Rating: 1.22

1.2 Rating 1,656 Reviews

5 %

of reviewers recommend Sofology

1.2

Based on 1,656 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

“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

“Please be wary of dealing with this company. Although our experience of the store staff (Manchester White City) was very positive, the opposite has been true of the after sales support team. The sofa we ordered, a leather suite consisting of a 2 seater recliner and a 3 seater (costing around £2600) arrived with serious manufacturing defects. Both sofas are visibly misaligned and in different sections rather than in just one area. The seams do not match up and are awry. The rear of the 2 seater is visibly askew. The technician's visit confirmed that there were indeed manufacturing defects in both the sofas. He took several photographs for his report. Since then the company have been bullying me into accepting the sofa subject to repairs. I have repeatedly explained that I ordered a brand new fairly expensive sofa which should have arrived in perfect condition or at worst with minor defects such as a mark or scratch which could be considered for a touch up. The sofa that did arrive was unfit for sale even at fraction of the cost. Given the scale of the faults, any repairs will amount to a refurbishment rather than a repair. As I wasn't interested in buying refurbished furniture, but a new one, I asked several times now for a replacement or outright cancellation and refund. However, the support team are utterly deaf to my requests, and are continuing to force me into accepting the sofa on their terms. I have never before experienced such an atrocious, uncooperative attitude from a major furniture company. On occasion that a problem arose, the companies have been extremely forthcoming in offering replacements with no quibbles. I regret having stepped into this store. It's a mistake I shall not repeat.”

Helpful Report

Posted 6 years ago

“Not even worth one star. The sales team were very quick to sell us the product and advised changing our address prior to delivery would be a ‘simple phone call’. After more than three hours on the phone over a week the team admitted this wasn’t the case and it would need to go through multiple systems to approve and so delivery would be delayed. Eventually the address change went through and delivery was booked. I took the day off to ensure this situation was resolved and got a text on the day saying that they would have to cancel as the suite was in the incorrect depot. So no one had noticed this until mid morning of the day itself?! Apparently it will take one week to transfer the suite to the correct depot so now awaiting delivery on 15th but I am not holding my breath and now concerned regarding the quality of the product after reading the other reviews. As a comparison we purchased our other suite from DFS on the same day and had excellent service. It was delivered efficiently and professionally and have been enjoying the sofa for weeks now with no hassle at all. Unsurpsingly the sofology complaints team aren’t even acknowledging emails either. Avoid at all costs!”

Helpful Report

Posted 6 years ago

“Why do I have to give ONE star? They are not worth even one. Delivery delayed until after Christmas but we have already disposed of our old suite in anticipation of the promised delivery. Asked the salesman at the time where it is manufactured, he said UK, turns out it is China and the transport delay is the problem. Cancelled and ordered from DFS (made in UK). Wasted hours calling their call centre about deposit refund, was on hold last night for 68 minutes 22 seconds!!! DO NOT BUY FROM THIS COMPANY!!!!”

Helpful Report

Posted 6 years ago

“Hi @Sofology @SofologyHelp I’m absolutely disgusted, after ordering a sofa and chairs for Xmas (in mid October) I had a call yesterday to da they wouldn’t be delivered in time for Xmas?!! Would you say this was acceptable?!!”

Helpful Report

Posted 6 years ago

“To whom it may concern; I would like to lodge a formal complaint against my order 2219087/1 placed on 08.09.2018 with Sofology. Despite the original 6-8 weeks advised upon purchase, a total of 12 weeks has passed. Whilst I’m aware things can be slightly delayed, this time frame is simply not acceptable, and moreover the way in which this was dealt with was completely unsatisfactory. My online dashboard originally informed me I should expect the delivery within 10 weeks, (already surpassing the original timeframe), which I could accept. However, upon contacting customer service myself, I was then informed I’d be waiting until the start of December. As you can expect I was disheartened by the delay, but more so that I was having to chase your company myself. This level of customer service is beyond poor and unacceptable, in particular for a purchase of such high value! After my first complaint, and further nagging, I was provided with a rental sofa on 6.11.2018. This sofa can just about accommodate two people, (hardly comparable to our purchased sofa that exceeds eight feet). As a family of four, this rental sofa was virtually pointless. Low and behold a delivery date was finally confirmed and myself and my partner scheduled the day off work to sit and wait. Upon arrival, the delivery contractor could see the sofa would not fit in the lift; something the rental sofa delivery drivers should have previously noted. He proceeded to have a look at the stairs, to which he claimed were 5 floors above ground level. We are on floor 3, in an easily accessible apartment, via a wide set of stairs. For your driver to say he wasn’t happy to deliver the sofa due to its value is quite simply ludicrous, when that is the sole purpose of his job. This, to us, seemed like complete laziness, and just another display of negligence from your company and contracted staff. We are now given yet another delivery date, 28.11.18. Another day booked off work to await a delivery; which unsurprisingly failed to show. The time slot of 7:30-10:30 is far exceeded and I receive a text at 1:30 to inform me of yet another failed attempt. By now I have lost all faith in even receiving this sofa! Upon more wasted time chasing your customer service department, I receive one final delivery date, 8 days beyond this point. As you can imagine I was not willing to accept this, fortunately after a little persuasion this was brought forward to 30.11.12. On the day, of course, there was a 1.5-hour delay. After a 12 week wait, and 5 mishaps, we have received our sofa. As much as I can appreciate there are far greater problems in the world, myself and my partner have felt nothing but stress throughout this buying experience, not to mention the disruption it has caused our family of four. When you’re £4,500 out of pocket and your two young children have been sat on the floor for 3 months, it is not something you are willing to brush under the carpet! And you sent me the wrong coloured feet……. Further from this, I would like to request a partial refund, at the very minimum equal to the value of the lost hours myself and my partner need to try and recoup after having our time wasted, not once, but twice by your delivery staff. We are in no position to be losing this kind of money, especially around Christmas, and after spending such a large amount of money with yourselves! As you can imagine, any form of discount or voucher is most certainly insufficient as we can safely say we will be avoiding this company at all costs from here onwards. I’ll eagerly wait for your solution to such a terrible, unsatisfactory buying experience.”

Helpful Report

Posted 6 years ago

“The in store experience was great . The delivery & after sale service was appalling . Would NOT recommend to anybody .”

Helpful Report

Posted 6 years ago

“I purchased the Linara 4 seater sofa from Sofology and after 3 months of light use we had to complain as the seats had sunk and the sofa looked terrible. When I contacted Sofology I was told not to worry at all as this is normal, and that as it’s leather the material stretches so just tuck it in down the back of the sofa! I wrote back immediately and said that this is an unacceptable response and I shouldn’t have to pay that amount of money to tuck my sofa in at night. They wrote back and said a technician can attend to see if there is anything wrong with the sofa. The technician walked in and immediately said I take it you have an issue with the seats as they look awful. Sofology contacted me after this visit and said that they will be replacing the filling of the seats and the leather covering as they have had an issue with all the Linara sofas provided by their supplier and will be doing this under warranty and that their other customers have been happy with this change over the past few months. I then asked Sofology why they lied to me and tried to get me to go away when they knew there was a product issue with this sofa. I have written to Sofology 4 times now and they are not responding. Funny how once they’ve been found out, they go silent! Why was there not a product recall? Why did they tell me the issue was normal and not to worry? My trust has completely gone with this company and I’d warn others to think twice about using them. £1,700 for a saggy sofa! Not acceptable!”

Helpful Report

Posted 6 years ago

“The quality of the sofas that we bought is terrible, I asked for a refund as soon as we took delivery! We’ve now bought another sofa and put the Sofology one into storage. Do not buy from Sofology!”

Helpful Report

Posted 6 years ago

“We have the Hendrix fabric sofa from sofology. What we saw in the shop was more fluffier than what we got. Pillows are alway flat. There are not enough fillings inside. It’s been only 7months and the feathers are already started to come out. If you call customer service they have only one reply maintain it every day. Also the footstool I got the leg is loose. They said they will change the leg but it’s been 7month and I m still waiting. Worst customer service ever.”

Helpful Report

Posted 6 years ago

“Finally a website that shows a true reflection of Sofologys hideous service. I had not one faulty sofa but two in a 12month period. I had to get my finance agreement to get my refund as they point blank refused even though the independent technician said it was a manufacturing fault! I'm trying to keep a long story short to! This has taken me 6months to solve the most recent sofa. No apology for the terrible service no compensation. I emailed CEO only two individuals apparently deal with the escalations. One of which tried to fob me off with a car anaolgy and the other one the so called manager needs some serious Customer Service training. Please please please save your money and go to a more deserving company that will look after their customers.”

Helpful Report

Posted 6 years ago

“Stay away from this company sofa cushions flat poor quality foam packing in clumps unable to sit in any comfort causing back problem told by customer services that it was normal and to puff up the cushions letting the air to flow through and I was the only one to have these problem. The sofa looks demolished and they basically don’t want to know it’s only just over one year old and not fit for use we are at our wits end with this company no one wants to know save your money”

Helpful Report

Posted 6 years ago

“Sofology need to reduce their advertising budget and increase their customer service budget! I have now been waiting on the phone for well over half an hour! Just listening to repeated messages stating "we'll be with you an a moment". Unexceptable. DO NOT BUY FROM SOFOLOGY - After they take your money at lightening speed, they no longer want to know. I have never dealt with such an appalling company. WARNING! Stay clear of SOFOLOGY”

Helpful Report

Posted 6 years ago

Sofology is rated 1.2 based on 1,656 reviews