Sofology Reviews

Name: Sofology
Rating: 1.22

1.2 Rating 1,654 Reviews

5 %

of reviewers recommend Sofology

1.2

Based on 1,654 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

“Please, please read the customer reviews before purchasing from them. The sales team and the store are fantastic and they lure you into purchasing a very expensive sofa because of this reassurance. Then the problems start. Delayed delivery, payment issues with the finance company and the worst part of all is the cheap Chinese junk they have sold you. Supposed to be a 20 year guarantee on the structure and springs but that guarantee really isn't worth the paper it's written on. They will do everything they can to wriggle out of repairing it. Despite written conformation that the springs and structure of the seat is covered for 20 years by there customer services, the repair guy was told by his Manager not to repair it and that the spring in my seat isn't covered under the warranty!! Apparently it's a different spring. Also I'm only just out of the 2 year warranty of everything else and despite being in a worldwide pandemic, they will not budge on the dates of the warranty. Sofology must be classed as key essential workers during this nationwide lockdown period! Once again, I cant stress enough, please read the reviews. What seems to be an amazing product in their lovely showroom is nothing more than cheap Chinese tat that is backed up with appalling customer services and false guarantees. You will regret buying from them.”

Helpful Report

Posted 4 years ago

“The in store staff are good and they send you a review request straight after that because their customer service is horrendous and if they sent the request when/if you receive your sofa their reviews would be terrible. Mine was ordered 4 and a half months ago, it still hasn't arrived and it has been delayed for a 2nd time for a further month without them even bothering to contact me”

Helpful Report

Posted 4 years ago

“So far not too happy. Ordered sofa in September based on their advertising of "Order now and sofa in time for Xmas, they draw you in, customer service very pleasant, you purchase and sign up, only then comes the phone call a few dsays later to advise they can't guarantee in time for Xmas but she said "you got your nhs discount though" meaning I should be happy with that. And yes I did get 15% off " if purchased instore", however the online price was the same price as my discounted price".”

Helpful Report

Posted 4 years ago

“If I could give 0 stars then I would, you don’t deserve 1 star. Ordered a sofa at beginning of January, waited nearly 8 months for it to be delivered, hardly any communication during this time. The sofa has several faults with it from the day it was delivered. 2 technician appointments cancelled your end at last minute. Now you are not responding to me. Over 10 months and we still do not have a working sofa. Awful customer service.”

Helpful Report

Posted 4 years ago

“After waiting over 3 month for delivery, we had an email informing us of a further delay. This is due to the shipping not able to dock. Well, I certainly was not made aware I was paying all this money for some cheap stuff manufactured in China”

Helpful Report

Posted 4 years ago

“Absolute shambles of a company! Have spent nearly 4K on my sofas only to firstly have another delayed delivery which nobody from Sofology had the decency to inform me about! Now having further issues which Sofology don’t seem to be interested in resolving. I spent hours on the phone trying to speak to someone in the customer service team and every time I get through to someone which would take around 20mins each time they seem to not be the right department! I’ve been transferred to 6 different people and can you believe it that I still haven’t got to speak to one person who can help me. Would NEVED recommend this company at all. The customer service team don’t seem to know anything and are just happy to transfer you to someone else and then someone else etc etc. It’s not 1 star that I give them it’s ZERO!!! Oh and still waiting for a response from my complaints email which was sent 3 weeks ago! Goes to show how serious this company takes their customers. DISGUSTING!”

Helpful Report

Posted 4 years ago

“Terrible after sales service can’t find out when my order will arrive .think I will be cancelling my order”

Helpful Report

Posted 4 years ago

“If I could score no stars I would. I have never come across a company that cares so little about customers once they have signed on the dotted line. Sofa arrived 8 weeks late after numerous phone calls to an incompetent customer services team that can’t seem to access notes on the system nor warehouse systems nor be able to answer your call in under 30mins. Nobody can tell you what is happening, nobody knows what is happening and what they tell you is fabrications and blame aimed at other departments. A coffee table was missing off the order, variously this has been the fault of the delivery men, the warehouse and now the suppliers. I have been on the phone 12 times have visited the store 2 times and demanded to speak to managers on 3 separate occasions, I am waiting on call backs and fear I will be in my grave before they bother with me. I have lodged a formal complaint on their site, I am still waiting for someone to get back to me. In a final showdown today with what I can only describe as a brick wall of a customer services girl who refused point blank to take my point and let me speak to a manager, she then terminated my call as she was insulted I asked to speak to someone senior. Solutions provided are on sofologys terms, I can like it or lump it. If I want refunded I have to wait till the wrong items are uplifted and taken to their depot. I don’t trust I will ever be refunded and have lost the will to live with this shocking company. I will be very sure nobody I care about ever orders from them and hope that this review does the same. I see it isn’t the only one!”

Helpful Report

Posted 4 years ago

“Awful service”

Helpful Report

Posted 4 years ago

“I am trying to save someone from all the stress I am going through dealing with this company and having such a poor quality new sofa which looks 10 years old instead. Please do not put your trust on the 20 years warranty they use as selling point as that is something they will forget as soon as the sofa is sold. I hardly went through all the stages of complaining to customer service, including having a technician to check the item. He did report that there was no manufacturing fault. The point is, compare to what? The sofa I received is so extremely poor quality compare to what I bought that it is ridiculous. After a lot of stress, waste of time and disappointment they offered me a couple of new fibre filling for my cushions which will be exactly the same as the original ones they say. What’s the point then? Additionally I found out this morning that there is a hole in the back of the structure. This sofa will not even last a couple of more months and they talk about 20 years warranty?? (Which by the way they find every way not to comply). Please believe all these bad reviews, I never wrote a bad review before this happened but this is definitely something that needs to be addressed and I feel I have to help others from all the stress I am experiencing having spent my money trusting the professionalism of completely dishonest company and people. Please stay away from this company!”

Helpful Report

Posted 4 years ago

“After sales absolutely terrible not interested.Cushions sagged after less than 6 months and all they could say was it was within manufacturing specifications,”

Helpful Report

Posted 4 years ago

“Great Sales and delivery service unfortunately the fabric which covers the seats has stretched badly and looks old after only 6 months. Customer service is non existent. I am now obtaining an independent report as they will not accept an responsibility. DO NOT BUY FROM THEM QUALITY IS SHOCKING”

Sofology 1 star review on 28th October 2020

Helpful Report

Posted 4 years ago

“Wrong colour”

Sofology 1 star review on 27th October 2020

Helpful Report

Posted 4 years ago

“Sofology salesman lied about delivery time - refusing to answer emails The salesman in the Sofology Croydon branch lied to us about the delivery time of a sofa saying it would be delivered within 4 weeks to induce us into making the £999 purchase. After waiting 4 weeks we called to check when it would be delivered (we have just moved house and urgently need a sofa as we do not have an existing one) we were told that it would not be delivered for another 11 weeks. We raised this issue with the customer complaints team online, over the phone and finally several times by email with no response. We still have months to wait without a sofa and will be forced to either (i) rent; or (ii) buy an interim sofa. It has been five weeks since we complained, and Sofology have not replied to our emails (we have chased on several occasions since) or even acknowledged our issue. They are extremely unhelpful on the phone and borderline rude. Still nowhere near resolving this issue; it has been an awful customer experience.”

Helpful Report

Posted 4 years ago

“Sofa damaged on delivery. It’s now been two months since and we’re still none the wiser as to what is happening with the repair / replacement. That is despite me calling every week and getting promises of calls back that never come. Worst customer service ever.”

Helpful Report

Posted 4 years ago

“The customer service is absolutely terrible! My delivery has been “lost” for 8 months and whenever I call customer services they put me on hold for an hour and half saying they are referring me to “the general enquiry team” and end up HANGING UP on me! Absolutely disgusting and poor service I don’t recommend you order from sofolgy AT ALL!!!”

Helpful Report

Posted 4 years ago

“Sales Teams were great! Everything went downhill on delivery. We arranged via Sofology to have our current furniture go to a charity; the driver just broke up up the sofa and chair so they were useless. The paid for gliders did not arrive with the sofa, when they did arrive they were not worth their money, they are stuck on and the glue did not last long and they dropped off; also the furniture does not move easily. The left side of the sofa did not extend as it should, they had dispatched the sofa without connecting the equipment! Also lots of threads and snags. The aftersales trying to getting the delivery issues resolved was painful, hard to contact and it took over a month to get sorted. 10 months after delivery the one side of the sofa most used has now become uncomfortable. The 20% loss of cushioning the sales person stated is more like 80%. After half an hour the back sinks enough for me to feel the wood behind me and the chair is similar. On complaining to Sofology, they claim after sending out a technician that is it is normal settling. They have as a gesture of goodwill ordering replacement cusionin for the sofa seat. This took a lot of hard work. Shockingly the Customer Service person we last spoke to stated the new cushions would probably not last that long either. We are so disappointed with Sofology that they feel this settling is satisfactory and we wish we had done our homework before spending our money on this garbage.”

Helpful Report

Posted 4 years ago

“Sofa didn’t arrive when scheduled. Very poor customer service, speaking to anyone who could actually answer simple questions was impossible as the people on the chat lines don’t actually work for the company. They eventually arranged for a stop gap sofa to be sent out as I had disposed of my old sofa ready for the new one to arrive. Tiny and uncomfortable but better than nothing. New sofa eventually arrived. Damaged but the whole experience was far too stressful for me to tackle that so I settled for a damaged sofa! I’ll never purchase from this company or any of its subsidiaries again.”

Helpful Report

Posted 4 years ago

“Brought a leather sofa and arm chair in July, delays in production however only found this out after we chased them. When finally delivered, leather dented, scratched and a bump on the arm where the infill wasn’t fitted correctly. Arm chair had leather missing from one of the arms. Told they would repair it, however we wanted a replacement.....17 weeks for a new one! Ended up getting a refund after waiting 3 hours on the phone to them. Then had to chase the refund as still wasn’t processed! Terrible service, would not recommend”

Helpful Report

Posted 4 years ago

“Ongoing from a couple of weeks ago.the tech man came to look at my fault on sofa & told me a new part had to be ordered & would take 4 weeks.He also took pictures of all damage to my hallway & scraped gloss floor.That night I recieved an email saying it was going to be 14 weeks to be corrected!!This would take it to a full YEAR of ordering a new settee.Have spoken to trading standards & am taking things further.waited nearly a year for a sofa but gave them over £2500 but have got nothing to sit on!!!!!!!!!If you want to have your account emptied(took double my deposit which was over £3000 accidentally!!!))be locked out,have property damage,have nothing to sit on, have loads of stress then I would highly recommend.By the way if you recieve an email giving you a priority number to call you will keep going up the queue & never go down so you give up I recorded this happening for to use with my case.”

Helpful Report

Posted 4 years ago

Sofology is rated 1.2 based on 1,654 reviews