Sofology Reviews

Name: Sofology
Rating: 1.22

1.2 Rating 1,655 Reviews

5 %

of reviewers recommend Sofology

1.2

Based on 1,655 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

“I ordered sofas in May 2021. Delivery was due August 2021. In July I received an email stating my sofas had been manufactured and were due to be delivered on time. I needed to pay my outstanding balance and I could then choose a delivery date. I paid my balance in July and the delivery date option did not appear on my online account. I visited the branch to be told they couldn't help. estimated delivery has now changed online to September. On phoning I have been number 58 and then number 42 in the queue. I have been cut off after waiting over an hour each time to speak to someone.I have emailed the CEO and I am waiting on a response. This service is appalling. The company have thousands of pounds of mine and I have no sofas. They have breached my contract and no one is willing to assist. Do not purchase from sofology.”

Helpful Report

Posted 3 years ago

“What went right you mean...! Ordered in May. Told 9 weeks but expect in 6. Only halve order arrived. This is of poor quality and damaged. Shop not interested. Customer Servives non existent within an hour. Assurances given by email but lies about trying to call. Your company isn't fit for trade. Trading Standards have been advised. Just want a refund!!!”

Sofology 1 star review on 17th August 2021

Helpful Report

Posted 3 years ago

“I am still waiting on thousands of pounds of furniture ordered in spring. Their customer service is beyond shocking. Hours of waiting on a phone line, no one responding on their web system, sporadic responses to emails. This was furniture I ordered for a business, paid for in full, so the funds are tied up with them leaving me unable to buy elsewhere. Also on their website it says they refuse refunds due to delivery delays. If you want anything this year, do yourself a favour and buy from somewhere else.”

Helpful Report

Posted 3 years ago

“If you were to give an example of what NOT to do in this kind of sales process, they are it. Delivery days 1 and 2..... Nothing. Not even a phone call. Offered 10% refund to prevent the order being cancelled. Accepted, and they cancelled the order anyway..... Communication seems to be the last priority for this company. I can't even understand how they are doing business having read the other reviews!”

Helpful Report

Posted 3 years ago

“I bought a chair for over £800. I received an email asking me to pick a date for delivery. I picked a date, but did not receive any other correspondence. Or my chair....I went to my sofology store to discuss the phantom chair. The manager was horrified that this had happened and assured me that he would raise a ticket, get it sorted and some one will get back to me...I'm still waiting, I have have made no less than 3 trips to the store, where it still says my chair is in transit. What I can't understand is that you can pay a deposit in store online or over the phone, but for a refund it has to come from head office, who you have zero chance of getting through to, and who never contact you. I wish I had read the complaints on here before purchasing a non existent chair. I just want a refund and to cancel the order with this joke of a company. Seriously this is the worst purchasing experience I have EVER had.”

Helpful Report

Posted 3 years ago

“Order placed in April. Expected delivery July. Told delivery 30 July. On morning of 30th told sofa not put on lorry. After several attempts to find out what was going on, informed on 4 August that sofa did not exist. Unable to contact them so had to arrange credit card refund.”

Helpful Report

Posted 3 years ago

“I usually don't write reviews and think most people who write them are just complainers, but this is a genuine warning to anyone looking to buy a sofa from Sofology. I Was expecting a delivery by the end of July, without any background or information of why this was changed by 2 and a half weeks. Got a call this morning from our delivery driver that he was 15 minutes out. 5 minutes later give a ring back to say that the delivery has been cancelled on his end. Having read other reviews this seem like a common way to keep customers away from complaining. We've had sofas from Sofology in the past without any issues and they've been good quality but this is getting ridiculous. After the lack of customer service, support or any form of aftersales and delay I wouldn't recommend this company to my worst enemies. If you can find a sofa elsewhere, do it or prepare for months and months of waiting.”

Helpful Report

Posted 3 years ago

“Avoid avoid avoid. Like all the below reviews. I am sitting here waiting as we speak expecting our news sofas to turn up today- 5th time lucky…. Customer services for after sales is non existent. Was told this morning that they can’t promise anything at the minute as they are over run I got the impression they don’t even know where my sofas are. They know where the money is I have paid for them though. Seriously considering a section 75 for non receipt of goods”

Helpful Report

Posted 3 years ago

“Worst of the worst, nothing much to say , dnt and please dnt buy anything from sofology”

Helpful Report

Posted 3 years ago

“Do NOT buy from Sofology! They have been paid for our order, delivered halve of it which is faulty...Can't/won't deal with it instore...Customer Service non existent. Financial Ombudsman it is! APPALLING! I would urge everybody to shop elsewhere!”

Helpful Report

Posted 3 years ago

“The sofa usb started smoking the corner seat all caved in had to fight my case for 2 months to get it sent back only had the sofa 6 days I’m so glad for a group on fb called sofology angry customers they helped a lot so many horror stories on that page. This was my second sofa sent back they use low grade leather that all sags. There is no customer service you stay on the phone holding for hours then get cut off so ended up I had to open a section 75 with credit card for a full refund”

Helpful Report

Posted 3 years ago

“So disappointed about the service I have received or rather haven’t received. My sofa was due to arrive on 25/06/2021 and didn’t arrive... since then I have tried and tried to make contact and cannot get through... I have emailed and left messages as my sofa did not arrive and I haven’t had a refund! Such bad customer service not to even have an email regarding this. I will be taking this further as I have no sofa and no refund, it’s unacceptable to be left like this for nearly 2 months!!!”

Helpful Report

Posted 3 years ago

“Avoid this company because they don't care once they have taken your money. Finally had our sofa delivered after 3 months. 6 months into having it we are experiencing one of the sofas squeaking, it's embarrassing! They sent out an engineer who wrote his report and that's the end of that! They won't do anything to else about it as the engineer said there was no fault LOL We are still in a 2 year warranty which they haven't even considered. The after care team are absolutely useless and unsympathetic, they don't go that extra mile to make sure cases are resolved within our rights. Lauren from Product Support was useless and very repetitive in going on that they won't help. After they have your money they don't give a ****”

Helpful Report

Posted 3 years ago

“Worst company I have ever dealt with. Ten times I have been promised a call back by customer services and not one has responded. It takes an average of 4 hours to get through on the phone. Ordered a sofa in April, now 3 missed deliveries, then decide they have lost a bit of the sofa so will order again but have just told me they don't make that one any more! 4 months gone, no sofa and am back to where I started except they have my money.”

Helpful Report

Posted 3 years ago

“Our sofa was sat in their warehouse for 3 weeks and after 16hrs worth of phone calls we finally managed to get this delivered (wish we hadn't bothered) the reason for the delay was that no one had scanned in the sofa for delivery but they confirmed it has been there for weeks. We had raised a complaint and asked for a manager to get back to us however no one has ever got back to us on this or had the courtesy of responding to emails or phone calls. When the sofa did finally arrive one of the nuts for the foot was missing and the other loose, the drivers also had to cut the fabric at the bottom to attach the feet to the sofa. The sofa glides that we're ordered were also not delivered. It's like getting a shoddy second hand sofa and having to have it repaired straight away! After another call today it turns out that again no one had bothered to action the email or resolve the issue. Overall the service from sofology has been awful. Not one person has taken ownership of this issue or attempted to resolve this. Would avoid this company at all costs once they have your money and finally deliver a damaged faulty sofa they ignore you!”

Helpful Report

Posted 3 years ago

“Customer Service Department is non existant once you have bought and had delivery. They do not answer e mails to resolve problems and to get through on phone is impossible. This company needs to be exposed as giving worst customer service in UK. Its alright having flash showrooms and having shiny products but customer service must be there when customer needs it. Do not buy from Sofology you will be dissapointed and frustrated once you have purchased........I have never been so dissapointed by a company that can only be called second rate.”

Helpful Report

Posted 3 years ago

“BEWARE OF SOFOLOGY! We purchased three sofas from them back in December 2020 just shy off £10 000. The service we received pre sale in store was fabulous! We heard everything that we wanted to hear from the sales team and BINGO we parted with our hard earned money! THATS IT! This was the beginning of the worst retail experience we have ever encountered. To date we are suffering at SOFOLOGY’s hands. The minute they take your money you literally become invisible in their eyes. They don’t respond to emails! They don’t respond to your concerns on the phone. I have lost count of the amount of times I called and emailed them. Basically 4 months after we placed the order upon delivery of the sofas we discovered that Sofa 1 was a completely different sofa to what we was ordered . Sofa 2 had a fault! It didn’t work when plugged into the socket so we couldn’t adjust the seating. Sofa 3 was fine until it SANK after 6 weeks usage. We are in AUGUST 2021 and to date we have an incorrect sofa, a faulty sofa and a sunk sofa. The anxiety and stress this has caused me has lead me to take sleeping pills. We got nowhere with them so found the CEO s details and emailed her. Got nothing back ! NOTHING. April 21 we threatened them with Court Action! Someone got back to us and said the correct sofa needs to be reordered and will take 8 weeks. They also said a new adapter will be sent to us for the faulty sofa which will solve the issue. In regards to the Sunken sofa we were told on the phone not to sit on it continuously and asked about our weight! They told us someone will come to our address to have a look! Nobody came! No adapter arrived and to our absolute horror 8 weeks later upon delivery of what we thought would be the correct sofa we paid for we received a replica of the incorrect sofa we initially received! Currently SOFOLOGY HAVE BEEN ISSUED WITH A COUNTY COURT JUDGEMENT FOR DAMAGES. We are waiting for the outcome. They have drained us emotionally and we have suffered financially too! They are NASTY in every way and to avoid the same fate as us AVOID THIS THIRD CLASS COMPANY.”

Helpful Report

Posted 3 years ago

“Absolutely the worst customer service we have ever received. Ordered a sofa and armchair in April, which was due to be delivered start of July. Only the sofa arrived, no armchair as there had been a mix up. We were told to call customer services to re-arrange delivery. It took dozens of attempts and over 4 HOURS on hold to actually get through to anyone. Delivery was rearranged for the 19th but no one showed up. We are still trying to get through to someone to rearrange delivery for a second time. We have made a formal complaint that was not even acknowledged. Online chats are not answered and it is near impossible to get through to anyone on the phone. Additionally, the sofa that was delivered has a dip in the middle so it seems there is a fault. We will definitely be going to the ombudsman about this company. Absolutely disgraceful.”

Helpful Report

Posted 3 years ago

“What an awful company for customer service. Ordered sofa 2020 arrived with manufacturers fault. Reordered waited months!! Again turned up manufacturers fault! Waited another few months as ordered a different model, rung after 4 months to be told someone actually hadn't placed the order!! Now in 2021i ordered again this time sofas didn't fit through door! Was not told it was not a split or might not fit through a normal door so poor customer service... In all this time you cannot go ask at the store they say you have to call.. I log onto my account and only original order on there no data or record of other orders. Now it has been 9 days calling them everyday and just same message waiting time over an hour, I have even called at 4am and you get the same message!!! I have emailed many times no one responds... Am thinking there must be a complaints procedure somewhere official like trading standards..”

Helpful Report

Posted 3 years ago

“Ordered a sofa in June. Got a text to say I could choose a delivery slot. Trie several times but “there was a problem “ managed to get hold of someone via email who told me I needed to pay my balance! Explained I’d taken out finance for the rest. He came back 2 days later to say I could now choose my slot. I chose Saturday 6th of august. Gave away my old sofa a day before delivery. Didn’t get the promised text or email with my 4 hour slot so started calling them at 9am. Got hold of Zoe after 2 hours on hold who put me on hold to have a look at my delivery details, 20 more minutes on hold and I was cut off. Spent another 2 and a half hours on hold then spoke to the same girl who told mr the delivery hadn’t been arranged. I had two emails confirming the delivery date! So now I’m sofaless and can’t get another one (from DFS) until November. Avoid this dreadful company!”

Helpful Report

Posted 3 years ago

Sofology is rated 1.2 based on 1,655 reviews