Sofology Reviews

Name: Sofology
Rating: 1.21

1.2 Rating 1,658 Reviews

5 %

of reviewers recommend Sofology

1.2

Based on 1,658 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

“Over priced, horrible weaved fabric frays very easily and turns bobbly & feathers everywhere all coming out from the cushions. After 6 months the sofa is flat and sagging you have to plump them up every time you get up. A waste of £2300, we've had it around a year & a half and I can't wait to get rid of it!”

Helpful Report

Posted 3 years ago

“nobody wants to help. The customer care is the worst I have experienced and the staff on the phone are rude and unhelpful.”

Helpful Report

Posted 3 years ago

“We ordered a Canterbury corner sofa and cuddler chair in 2021, they arrived in July. Within 3 months I noticed the sofa was "bobbling" and I did not expect this from furniture that cost £2600. We then noticed that the sofa was sagging in the middle and was no-where near as firm as the one we had tried in the showroom. On further inspection, we found the cushion covers were badly stitched together and the inner cushions have a different name to the sofa. The seat cushion on the open corner of the sofa folds in half around anyone who sits on it - really embarrassing when you have visitors! I opened a complaint to Sofology and they sent someone round to inspect the furniture. The man who came round was basically reading from a script and said it was all fine and to buy a debobbler or use a scalpel - A SCALPEL! - to remove the bobbles. It was all as if this was a known issue; if that was the case then why were we not advised of this at point of sale? I was told there was nothing wrong with the base or the cushions and that the covers were stitched that way due to the thickness of the fabric. I emailed Sofology twice to ask them to escalate the issue to management but the person picking up the emails immediately closed my case each time on the basis that the inspection was to their satisfaction. I took the issue to the Furniture Ombudsman who, after a bit of chasing, eventually sent someone from Homeserve. This was basically a repeat of the Sofology inspection; reading from a script, no manufacturing fault, and wear and tear not considered. And that's it, I'm on my own with furniture only 10 months old that looks like a dog's dinner. Just to sum up: The fabric looks like an £8 bargain shop sweatshirt which has been worn and washed 100 times. The cushions have been stitched at the corners so badly they are lumpy and misshapen. The sofa is called Canterbury, the inner cushions are called "Chloe" - these cushions do not properly fit the Canterbury, probably because they're left over from a previous sofa design. The sofa sinks in the middle if you try to snuggle up to watch a film. We were told by the Sofology inspector that we had to sit on our own individual cushions as the sofa was not designed to support between the cushions. Sorry if you're a couple who like a cuddle, but you're expected to sit on this as if you're in a doctor's waiting room! The cushions go out of shape all the time. You're apparently supposed to take them out of covers, beat them up and put them back in. Regularly. Because we all have time for that don't we? It doesn't actually make much difference anyway. The footstool is wonky but if you "fluff" it up now and then, it's fine, apparently. Have a look on Trust Pilot at reviews for The Furniture Ombudsman. You can see why we had no luck there. If you're from Sofology, I'm not going to take this review down unless you're going to take my complaint seriously. I have all the emails to back up my review. I hope this helps anyone who is considering parting with £1000s to Sofology. My last sofa was from Harvey's, cost £1400, and left my house after 4 years in the same condition it arrived (sold due to house move). I would have bought from them again but sadly they no longer exist.”

Helpful Report

Posted 3 years ago

“Would give -10 if I could. Ordered sofa, got told we would have to wait about 6 weeks due to supply situation which was fine as really liked sofa then when delivery time came it was wrong colour sofa they were trying to deliver, when that was apparently sorted it then got delivered to wrong delivery depot so more time goes by then when up for delivery again I asked for sofa to be dismantled and put back together in house so they sent the sofa with about three bolts to put it back together with so had to go back then when out for delivery again bearing in mind I spoke to them before this delivery please make sure it has everything with it this time it then arrives without the main leg , and due to design of sofa couldn’t be put up so had to go back again! When I spoke to them that day bearing in mind I have now taken Two days off work for them to deliver this sofa the answers they give you are hilarious: Apparently the depot manager had everything checked 3 times and personally had delivery guy the parts to put sofa together again so basically trying to blame delivery guy for their depots total incompetence, to be honest the delivery guy is the only one out of any of them that had any brain cells and had twice come miles to deliver and put together a sofa the idiots clearly hadn’t checked properly, I called so many times waiting to speak to someone sometimes up to 25 minutes, the latest rubbish they are now coming out with is our sofa is with the inspection team , this has now been the excuse for over 2 weeks, each time someone says they will call you back , they never do , the hilarious inspection team , who clearly are not capable of inspecting anything , still apparently have our sofa , and now the excuse I got told today was there was a note saying that apparently I wanted to cancel the sofa so that is why it’s not out to be delivered to us and apparently it will be sorted by next Friday, which is Jubilee holiday, so bearing in Mind the brilliant inspection team apparently don’t work weekends, do you really think they will want to tax their amazing inspection talents on a public holiday 😂This company has the worst ever customer service I have EVER dealt with ever , the depot manager is totally incompetent, I have told everyone I can never to get a sofa from them , they are an absolute joke , we have had 30 houses built down the road from us whilst waiting for our one sofa to get to us , 4 year old children could do a better job than these lot , and as for the alleged inspection team, let’s just thank the lord that they are only just inspecting sofas , be that incredibly badly, and not something dangerous!!”

Helpful Report

Posted 3 years ago

“Have had our new sofa and chair for 2 weeks now and so far, so good! Delivery was efficient and sofa and chair look lovely and are comfortable. Recliners all working well. Only issue so far, the maintenance care kit was not delivered. I have reported this and been told they will send separately. Should take up to 10 days so hoping it will arrive end of next week or week after as bank holidays.”

Helpful Report

Posted 3 years ago

“Bought sofa with in 3days colour of leather came off got sofa changed wait 12weeks new sofa came with in a week sofa cushions collapsed and leather came off phoned every day 3hours trying to get threw there sent tec with new cushions had to wait 8months for new leather only for there tec to cut new leather so I had not only waited 8months but the first time someone sat on sofa it collapsed we demanded our money back asked if we could keep a chair till we could get a new sofa there said no I explained I am serious I’ll there were not bothered we ended up going to barker and stone house not only did there give us a discount but let us borrow a sofa till our new one came only one regret I should have went to barker and stone house first we’re staff are polite not like sofology when you have a problem terrible terrible service”

Helpful Report

Posted 3 years ago

“Ordered a table lamp in store towards end of March, was told it would be 3/4 weeks. Heard nothing after 7 weeks so rang, eventually spoke to someone who said they would send e-mail to depot and ring back. Didn't ring back. Rang 2 days later & spoke to someone else who said they would personally deal with it and ring me back - didn't ring back. On the third attempt I was told it had "disappeared", no record of it and they no longer sell that lamp, I asked why I couldn't be told that in the shop and she said you could still order it then, I asked if I went into one of the Sofology shops if I could get the lamp as on display in there. I was told that it was not possible I'd have to wait until it was in the clearance sale ??? Why??? If I had so much trouble with a table lamp, I pity anyone who orders a sofa etc. On the plus side I did get my money back quickly. Would not recommend.”

Helpful Report

Posted 3 years ago

“Bought a suite in good faith but had nothing but issues with the recliner had the technician visit confirmed there was a fault ordered a new part which was fitted after waiting 5-6 weeks. After a few weeks later the same fault appeared, again technician came out same outcome but this time we are still waiting and it has now been 13 weeks and to cap it all the technician said this on this visit it was their mistake originally as the suite was not installed or set up correctly when first delivered I have tried contacting them through the normal channels sent photos with no response whatsoever total disgrace from the company and will never have my custom again... This will be taken further!!!!”

Helpful Report

Posted 3 years ago

“Sofa delivered faulty. Standard of finish terrible, cushions/padding almost non existent. Service rectification team never called as promised. Went back to showroom to show photos of sagging leather after 10 days of owning the sofas. Staff advised us to reject as faulty. The showroom model was perfect, comfy, looked very classy. That’s why we ordered. Showroom staff unable to help and advised us to deal direct with customer services. Not one phone call returned. No solution offered to substandard products. Quite frankly shocked at this companies lack of communication. Would definitely not recommend spending a single penny with this company. Showroom demonstration models are beautiful and ooze quality and comfort, what we received is cheap and tacky. Very disappointed but appalled at lack of customer service.”

Helpful Report

Posted 3 years ago

“Please note there is a common thread here; the sales people are very good at their job . You will want to buy a sofa from them . Once you have paid for your sofa is when the debacle starts. It probably won't be delivered. Mine never was . They will keep trying to arrange a new delivery date but will not guarantee it will be delivered on that date as it probably won't. You will arrange your home life around this delivery which never materialises. Customer service staff will tell you the driver is an hour away from you when your sofa is still in the warehouse. The driver won't ring you to explain your delivery isn't going to happen because he doesn't want you to know that. If you ring to ask where it is no one will answer the phone . It will stay ringing until closing then automatically cut you off. If you write to ask for an explanation your letter won't be aknowledged. You certainly won't get an answer. You won't have anything to sit on as you will have disposed of your sofa to make room for the new one which never arrives. I sincerely wish I had read all the reviews that people have put on these review sites before I ordered my sofa then I would not have been sucked in to the sales patter. People don't say things like this about a sofa company lightly or out of spite. It's genuinely to warn other innocent people who want to spend their hard earned cash on a decent comfortable sofa and are cuckolded and treated like dirt by a company who don't deserve any backing from the public.”

Helpful Report

Posted 3 years ago

“Purchase went smoothly. 14 weeks later they deliver wrong sofas. Thats where it all goes horribly wrong. They dont answer phones-after 50 minutes on hold they terminate the call, endless emails sent, takes days to reply and then it's an automated response, totally ignoring what we have put in the email. Appalling service. Avoid at all costs. We now have 2 sofas that dont match and NO ONE to help us.”

Helpful Report

Posted 3 years ago

“Waited 18 weeks for new sofa which arrived in February. Delivery men damaged sofa when taking the packaging off. Complained and was compensated for this plus reorder of sofa. Waited a further 15 weeks and the sofa arrives today but the wrong size has been ordered. Absolutely gutted is an understatement. Told no further compensation for yet another fault on sofologys part. Awful customer service. Now to wait another 15 weeks for the correct sofa to arrive. If I could give this review a zero star rating I would!!”

Helpful Report

Posted 3 years ago

“Awful Awful Awful, sofa arrived with 4 feet missing and all of the connections either missing or in the wrong place, chasing customer service is a nightmare and ongoing, from delivery to a "technician" coming to sort the issue.... 6 weeks.... unacceptable, avoid this shower like a disease.”

Helpful Report

Posted 3 years ago

“I was worried about my order but all come before expected day on time and just perfect”

Helpful Report

Posted 3 years ago

“Terrible customer service and appalling attitude. Systems don’t work and they clearly don’t care about their staff or customers”

Helpful Report

Posted 3 years ago

“We have been advised that sofology have “lost” our order after not delivering on 2 dates arranged. Customer service is terrible. Will NEVER use the company ever again.”

Helpful Report

Posted 3 years ago

“Very poor after care Hi I bought 2 sofas 18 months ago. On one of the sofas the electric recliner does not work. I have had a engineer out 4 times and each time they have the wrong part When I phone I have a waiting time of approx 20 minutes and get no resolution to my problem. I would recommend everyone just because there a big name the after care is the worst I have ever experience in my life I have explained to them I have cancer and this is not helping me Keep clear of them”

Helpful Report

Posted 3 years ago

“I purchase 2 sofas and when delivered notice the cushions were a different colour to the base. I sent photos taken by 2 phones only to be informed it was just shading. How shading can be used as an excuse when the two items are together I do not know. I Then received a message the ticket had been closed so I reopened it and received an email to say someone would contact me in 3 hours. This was on the 17 March - Still waiting. Awful product and dreadful customer service. Avoid at all cost”

Helpful Report

Posted 3 years ago

“After the sale in store which they couldn’t be nicer, the nightmare begins. There should be an option for 0 stars and that’s being generous. Lost my order twice in 20 weeks. Spent about 15 hours on the phone over 3 weeks chasing answers as they never call you back and after 2 failed delivery’s we decided to cancel order. The company should be done with fraud, lie after lie, 95% of customer service staff are rude and are unwilling to help. Save yourself the hassle and avoid ordering anything from this lot, absolute cowboys!!!”

Helpful Report

Posted 3 years ago

“Zero customer service, hours on the phone and 3 visits to the local store so far. We had the wrong furniture delivered and they don’t give a toss.”

Helpful Report

Posted 3 years ago

Sofology is rated 1.2 based on 1,658 reviews