Sofology Questions & Answers


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

Leather Armchairs and sofas are too big to go through doors, can the delivery people take backs and sides off to facilitate getting separate parts into the final room and reassemble?

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Asked by Alan (9 months ago)

Has anyone ever had a crystal winged chair , I have had 2 and back legs on both were wobbly

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Asked by Vicky (1 year ago)

Has anyone purchased a Clarence corner sofa and had problems with creasing the material covering. We have been told to pat it out.

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Asked by Garry Lucas (2 years ago)

We still have not received our love settee this is nearly a month ago and you have not said where it is or what you are doing about it later emailed loads and range you you have messed me around so much so long am canceling the direct debit l have had enough

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Asked by Diane Sargeant (2 years ago)

I'm really upset I have two disabled parents who have had paid £85 to have their sofas taken away as they were due a delivery the next day. It's been nearly 3 weeks and nothing! Even the temporary sofa for them has not turned up. I work neatly every day and I haven't got time to chase this up! Please can I have the customer services manager's email ?

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Asked by Maria Christ (2 years ago)

Anyone have a number where I will actually be able to speak to some Regarding my sofa not arriving on the delivery date ?

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Asked by Anouska Millard (2 years ago)

Is there much point, I can see from past users on this site that Sofology doesn’t reply. I have tried every available means to contact Sofology, I now want my money back

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Asked by Tracey Tanner (2 years ago)

How long is it before I get my refund after sending my sofa back.you have picked the sofa up 2 weeks ago

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Asked by Brett killen (3 years ago)

Colour loss in 12 months

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Asked by Andrew lee (3 years ago)

I have the galleria sofa. I’m moving house soon but want to know can I unscrew the arms off to get sofa in my new house

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Asked by Julie stimpson (3 years ago)

Can you take arms of galleria sofa has moving will be tight to get in new house

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Asked by Darron Flint (3 years ago)

Why is there such a wide gulf between the Trustpilot reviews for Sofology and your reviews. Trust pilot averages around 4 stars while your reviews less rhan 2 stars?

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Asked by Peter Sage (4 years ago)

Absolutely agree. All the reviews on TP are about how lovely the staff are in the stores and how they will make you a cup of tea. Virtually none about the sofas. Cannot be a coincidence? Sofology must be manipulating reviews in some way. Trust Pilot needs to investigate.

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Answered by Martin Peters (4 years ago)

Was told my purchases were to be delivered on 25/09/19 so got rid of my current 3 piece to charity, as they drove off sofology text me saying delay in delivery. After 2 phone calls turns out the suites have not even been made as they have not received the fabric yet. Atrocious customer service with a team that just keep telling me lies. Wish I had bought from Harvey’s again, what a fool I have been

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Asked by A jepson (4 years ago)

Can I delay delivery date

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Asked by Ken (4 years ago)

Can I change the small cushions for a different colour. I paid for a Saturday delivery the chair arrived without legs, they are being fitted on Tuesday and I have to take a days leave from work. I am requesting a refund on delivery.

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Asked by Pauline Watson (4 years ago)

Has anyone had a chemical smell with their leather sofa as the one we have as for a week now Is a corner leather in Le Mans blue smells dreadful

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Asked by Laney (4 years ago)

We have our leather sofa for about 5 months now and there is a distinct chemical smell in our lounge that irritates my throat. I have noticed it more this week as I am home on my own and there are no other perfumes or odours going around the house just now. I need to look into this as I am worried about potential health issues with this odour.

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Answered by Martin (4 years ago)

Weve just had ours delivered this morning and I left the house for an hour came home to the worst chemical smell - leather should smell of leather not a chlorine - y smell i'm really upset it stinks !

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Answered by Kim Robinson (4 years ago)

What country are the sofas made ?

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Asked by R Lawrence (4 years ago)

opps a bit concerned, ordered serena suite waiting on delivery!!! I always read reviews b4 I purchase anything!! odd reviews seemed ok... now there are disastrous!!!!!

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Asked by deb (4 years ago)

After reading the reviews about sofology...... why should I even consider buying ..... sell the company to me

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Asked by Lesley Ewing-brand (4 years ago)

I was considering buying a Laurence corner sofa from sociology but after seeing all these bad reviews I won't be going anywhere near them which is a shame because I really liked this one.

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Asked by Mrs Wightman (4 years ago)

Why are my seats on my Fellini sofa sagging in the middle after 5 months .

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Asked by Jacqueline brown (4 years ago)

I was about to spend nearly 5k with them today but came back to measure up and then I thought it was best to check reviews first. I’m so glad I did and needless to say I won’t be going back!!

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Asked by Anonymous (5 years ago)

Why when over 2 months since our sofa was delivered damaged, has nothing been done about it.?

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Asked by Gary Burton (5 years ago)

Hi Gary. These lot are useless. They sell you something then ignore you. Worst customer service I’ve experienced 3 months after ordering a sofa I’m sitting on it now and it’s not the same sofa i ordered and am now waiting for them to pick it up for a full refund. I would suggest you do the same and spend your money elsewhere

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Answered by Mark (5 years ago)

Hi there. if you buy a sofa and you pay by card you are insured, also paying monthly if the goods are damaged why can you not stop payment until resolved and my final question is the no payment for 12 months, this must give you the upper hand to refuse to pay for faulty goods until your purchase is replaced or fixed..it would be good to let us know preference for payment.....

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Asked by Gary dickel (5 years ago)

Thank god I read the reviews in here I nearly parted with £4500 yesterday, sounds like yet another scam company to me, shame really as I really liked the furniture but looks like they are just out to make a quick buck

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Asked by Mike (5 years ago)

Do Sofology, have any one capable of answering questions, or do your suite's get delivered quicker.

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Asked by James Robertson Borboluk (5 years ago)

After buying and being assured that the Portia 3pc broke down, upon delivery the guy's who were excellent buy the way, told us it didn't they were right, it was only with their experience that we got it in the house, was told that if the suite was returned Sofology would charge us a third of the price to return it, is that correct.

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Asked by James Robertson Borboluk (5 years ago)

It is now November 2018 and I'm considering spending £6,500 on furniture from Sofology. I'm told that now they are owned by DFS and have a new CEO things have improved. Is this true????

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Asked by Mark Fletcher (5 years ago)

Appalling service. Ordered a sofa in July. 3 sofas have been delivered incorrectly! It's January and I am still no further forward! No one will explain what is happening and why they can't get the order right. I can't get hold of anyone. You are only able to speak to someone online and they will never call back. They have no managers apparently? They were on watchdog recently. If you post a complaint on social media they will comment on the post asking you to message them the details for them to look in to it, but that's the last you will hear. They reply on social media to portray the image they deal with complaints but sadly they don't. Google the reviews - stay clear of this company. I wish I had seen the reviews before ordering.

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Answered by Suzanne Rees (5 years ago)

Steer clear of these people, they are hopeless, at best. I've had problems for well over 12 months and they just do not care. We even spent an extra £250 on different cushions, which made no difference to the problem and they still do not care that there is a systemic issue with the sofa.... Would not touch them with a barge pole and hope they go out of business!

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Answered by Bruce Steyn (5 years ago)

No they are worse they tell you one thing then somebody else rings then tells you something different any excuse to rectify the problem especially with the material on the settee or cushions . The technician comes out basically lies to your face says yes he can see how bad it is it’s put him off getting one. Then tells me in his report he was putting down for 4 new cushions . He then did not put down four at all he put in for one that’s two settees we had were the technician is a liar and is blind Basically I’m disgusted in their service I won’t be going there again.

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Answered by Samantha Sargent (4 years ago)

Why am I still waiting a response from. SOFOLOGY A week after my second compliant? Why is there no telephone number for customer services?

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Asked by Lynn Owen (5 years ago)

Appalling service. Ordered a sofa in July. 3 sofas have been delivered incorrectly! It's January and I am still no further forward! No one will explain what is happening and why they can't get the order right. I can't get hold of anyone. You are only able to speak to someone online and they will never call back. They have no managers apparently? They were on watchdog recently. If you post a complaint on social media they will comment on the post asking you to message them the details for them to look in to it, but that's the last you will hear. They reply on social media to portray the image they deal with complaints but sadly they don't. Google the reviews - stay clear of this company. I wish I had seen the reviews before ordering.

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Answered by Suzanne Reed (5 years ago)

where do i find an honest member of staff at sofology ? ive not found 1 that tells me the truth or says the same thing !!!!! just look at all the reviews on here u should be ashamed

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Asked by karen (5 years ago)

Appalling service. Ordered a sofa in July. 3 sofas have been delivered incorrectly! It's January and I am still no further forward! No one will explain what is happening and why they can't get the order right. I can't get hold of anyone. You are only able to speak to someone online and they will never call back. They have no managers apparently? They were on watchdog recently. If you post a complaint on social media they will comment on the post asking you to message them the details for them to look in to it, but that's the last you will hear. They reply on social media to portray the image they deal with complaints but sadly they don't. Google the reviews - stay clear of this company. I wish I had seen the reviews before ordering.

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Answered by Suzanne Rees (5 years ago)

Carla Fox is the most helpful lady at sofology she actually tries to help you with the problem and tries to resolve them they should hire more people like her.

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Answered by Samantha Sargent (4 years ago)

where can I find a review of the ACTUAL sofa I am considering?

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Asked by rosie panting (5 years ago)

Appalling service. Ordered a sofa in July. 3 sofas have been delivered incorrectly! It's January and I am still no further forward! No one will explain what is happening and why they can't get the order right. I can't get hold of anyone. You are only able to speak to someone online and they will never call back. They have no managers apparently? They were on watchdog recently. If you post a complaint on social media they will comment on the post asking you to message them the details for them to look in to it, but that's the last you will hear. They reply on social media to portray the image they deal with complaints but sadly they don't. Google the reviews - stay clear of this company. I wish I had seen the reviews before ordering.

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Answered by Suzanne Rees (5 years ago)

I am in the proccess of ordereing sofa but on reading reviewsi have had a second thought 7% would recommend SOFOLOGy and you haven't responded to any of the worst reviews. Questions relating to potential sales have been answered but not The reviews Why?

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Asked by Maxwell Akyampong (5 years ago)

as you have seen for yourself lots of complaints

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Answered by sandra argent (5 years ago)

Appalling service. Ordered a sofa in July. 3 sofas have been delivered incorrectly! It's January and I am still no further forward! No one will explain what is happening and why they can't get the order right. I can't get hold of anyone. You are only able to speak to someone online and they will never call back. They have no managers apparently? They were on watchdog recently. If you post a complaint on social media they will comment on the post asking you to message them the details for them to look in to it, but that's the last you will hear. They reply on social media to portray the image they deal with complaints but sadly they don't. Google the reviews - stay clear of this company. I wish I had seen the reviews before ordering.

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Answered by Suzanne Rees (5 years ago)

we have some repairs on our settee and chairs and was just wondering when they are getting done.ref 1894576

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Asked by mr brian hubery (5 years ago)

How can I find a store that has the Barcetto on display? I live in Hartlepool.

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Asked by Martin Krell (6 years ago)

Hi Martin, We don't currently have the Barcetto on display in store. We refresh our products monthly to ensure all our new products are displayed. If you would like any further information on the Barcetto why not pop online and hit live chat? www.sofology.co.uk Many thanks Leah

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Answered by Sofology (6 years ago)

Do sofology have black friday or christmas sales

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Asked by M bradnock (6 years ago)

Hi M We don't have specific seasonal sales as we believe in fair pricing all year round. We do have an outlet section, with up to 50% discounts available! Why not take a look? https://www.sofology.co.uk/clearance-sofas Our stores also have a huge clearance event, with some great discounts on our clearance goods. To find your nearest store visit: https://www.sofology.co.uk/store-locator/ Thanks Will

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Answered by Sofology (6 years ago)

Save your money cos even if they give them away they will be faults with them they won’t rectify them especially if it’s guaranteed Sofa-shield they say that’s a different company it’s not with sofology but they don’t mind asking us at the time of purchase to get it do they to protect your settee from a spillage but not material ( really worn velvet that ends up looking like patchy denim in a settee that’s only eleven months old).

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Answered by Samantha Sargent (4 years ago)

Do sofology have sales

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Asked by M brnadnockr (6 years ago)

Save your money u will not be happy with your purchase after 5 months

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Answered by Samantha Sargent (4 years ago)

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