Name: Sofology
Rating: 1.22

“No update on Deliveries very poor deliver service”

Posted 5 years ago

“The issue that I have experienced was: About now few months ago I order a sofa bed with the sellman after been waiting for more then 6weeks I received not the sofa bed but just a sofa . I was dealing with the customer service and they told me was it s was mistake and they will send me the sofa bed but i need to wait another 6 weeks . After 8 weeks the new sofa arrived but this time couldn't pass the front door so they took the sofa back Until now I keep calling every day to find out a solution but they are saying we call you back but they never do I just want to write a review to be aware of the very poor customer serice and delivery you can find much better price wise and less stress.”

Helpful Report

Posted 5 years ago

“Never buy insurance from them it’s a scam big promise about care but never deliver you end up paying more . Nice to hear about great service on trustpilot but be careful when you buy from sofology as when you buy a sofa from them they make you buy insurance to protect your sofa. I buy a leather sofa £1800 and they make me buy insurance which they say will cover anything happen even lost colour or stains they will repair it at no cost. Guest what just under 8 months both side of my sofa edge slide colour change and it’s not comfortable as it use to be also it make noise when reclining. I call them book an engineer ,he came to check and say it’s fine we will paint both side and put a foam on both side for comfort but for the noise need to recheck. Which is fine I’m happy but later I got an email my case is been resolved when I call them they say I need to pay £400 to get it repair. Four hours ago the engineer told me is fine we will repair it at no cost and now I been ask to pay. Very unfair scam now I got a £1800 sofa not comfortable and some mark on side Can’t be repair even I pay full insurance cover care. You should not promise something you cannot deliver all scam just to get more money out .”

Helpful Report

Posted 5 years ago

“Embarrassing service from start to finish. Ordered sofa that broke down in order to fit it into my house, spent 30 mins providing all the relevant measurements and all the info required to carry out the order, only for a sofa to arrive that didn’t break down and wouldn’t fit. Customer service completely unsympathetic, constantly breaking promises of calls/emails back and every call they pass blame to other departments and complain how difficult their jobs are. With no customer service training and presumably endless complaints to deal with daily, the end result is a call centre full of snarky, rude, defeatist and clearly unhappy people; who seem to take pride in offering the lowest level of service they possibly can. Special shout out to Lindy who really took pride in reading her script, poor lass!”

Helpful Report

Posted 5 years ago

“Absolutely horrendous customer service. 1. Bought a sofa, a nest of tables and a coffee table from sofology in store. 2. I happily passed the credit check and started the repayments before the sofa had been delivered, even though I was told by the in-store team it will only start after delivery. This was fine by me, but it's where the issues start. 3. I received confirmation within the 9 weeks promised, that my delivery is ready to be booked. I happily booked it at the most convenient time for me and paid £67 to have a smaller van deliver it as a bigger van wouldn't fit down my street. Note, this was not communicated to me at the time of purchase by the in-store team so I was slightly miffed about this. Nevertheless, I carried on. 4. The delivery came, sofas and coffee table... no nest of tables! 5. The delivery team contacted their head office who told us that another team will call us to arrange a delivery. 6. The customer service team called to ask if I wanted a delivery or if I wanted to collect in store. I chose the delivery as it more convenient for me. They said they'd arrange this. This was on the 5th November. 7. I didn't hear from them at all, no communication whatsoever. So I logged a ticket using their online system. No response within 24 hours. This was on the 11th November. 8. I called them on the 12th November, the guy on the phone fobbed me off to the customer service who said someone will call you in the next 24hours, so I waited again. 9. I went on their webchat on the 14th November and was told to wait for a call back in the next 24 hours. 10. No call back. 18th November. I again go to their webchat and was passed around to 3 different customer 'advisers' who promise me they'll get me the tables. I was offered £20 refund as a compensation for all this kerfuffle. 11. The customer adviser sent an email to the WRONG store and sent me a screenshot of an email as proof that they're doing something about this. 12. This is still 18th November, I ask for a call back from a manager and I am told that this needs to be reviewed before a manager calls back. Note: I've now been on this webchat with this person for 1hour 45minutes and counting. I'm posting this on social media and every review page I can so that people know the truth of the customer service team of Sofology are like.”

Helpful Report

Posted 5 years ago

“Completely had enough! That's it - I cut my losses with Sofology. Eight emails, seven phone calls, five different prices, lies, retractions, unsympathetic, corporate line scripted, admissions of 'bumping up prices' (yes, I have that in an email!!), and believing that as a customer I am stupid, I have ordered my sofas elsewhere. Customers, before you push that button on a new order please consider this... The quality of product isn't that great - if you look on reviews.co.uk, there is a litany of very bad reviews. The aftercare is shocking at best. The deliveries (that you will now be paying handsomely for) will be poor - damaged - lost - if they turn up at all. Your sofa will end up in this 'refresh programme' within the next few weeks for a much cheaper price - something I was told by TWO different store managers. There is a lady somewhere with a spreadsheet that decides the stores, and when. If you buy an ex-display one, be wary of its location. Sofology will not want the additional costs associated with 'trunking it' from one warehouse to another, as it's a pain and they are told to avoid doing it - doesn't matter about what the customer wants or orders. Honestly, do yourself a favour and give them a swerve.”

Helpful Report

Posted 5 years ago

“Completely had enough! That's it - I cut my losses with Sofology. Eight emails, seven phone calls, five different prices, lies, retractions, unsympathetic, corporate line scripted, admissions of 'bumping up prices' (yes, I have that in an email!!), and believing that as a customer I am stupid, I have ordered my sofas elsewhere. Customers, before you push that button on a new order please consider this... The quality of product isn't that great - if you look on reviews.co.uk, there is a litany of very bad reviews. The aftercare is shocking at best. The deliveries (that you will now be paying handsomely for) will be poor - damaged - lost - if they turn up at all. Your sofa will end up in this 'refresh programme' within the next few weeks for a much cheaper price - something I was told by TWO different store managers. There is a lady somewhere with a spreadsheet that decides the stores, and when. If you buy an ex-display one, be wary of its location. Sofology will not want the additional costs associated with 'trunking it' from one warehouse to another, as it's a pain and they are told to avoid doing it - doesn't matter about what the customer wants or orders. Honestly, do yourself a favour and give them a swerve.”

Helpful Report

Posted 5 years ago

“Ordered two two seaters turned up damaged none of the legs touched the floor delivery guys tried saying my floor was out lol sent out technician who tried to repair damage with water and a heat gun needless to say this made no difference technician said they may have the wrong legs for sofa I was then contacted by customer service to say it wasn’t the legs it was plastic brackets which electric recliner sits on 3 months later and still waiting for parts / technician to arrive for £3600 I was hoping for a quality product I could buy an item of this quality for a third of the price avoid at all costs”

Sofology 1 star review on 17th November 2019

Helpful Report

Posted 5 years ago

“We purchased a sofa 6 months ago and already the seats have a problem The technician has been out to look at them and advised he could not rectify the problem and we were informed there would be a 10 to 14 week delivery on replacrment seats So we have to put up with very uncomfortable sofa until replacement comes Our old sofa lasted 17 years This one 6 months Not good Now concerned about durability in the future”

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Posted 5 years ago

“Took a day off with my husband to shop and purchase a sofa from Sofology Speke Liverpool. We had already seen what we wanted online. Upon arriving at the store the young girl working their literally ran towards us asking if we needed help. We politely told her we were fine but would find her if we needed assistance! NO!! She followed us right round the shop it was awful!!! She was only about 10 steps behind us and I repeated that we was ok just looking but she wouldn’t leave us alone. We planned to get away from her by looking upstairs next thing their she is waiting at the top of the stair case, I couldn’t believe it! Really bad customer service, I felt violated and angry! I wanted to enjoy my experience before paying grands for a sofa, however I left in an awful mood! I was furious! Good job DFS was next door, for a no pressure sale and happy customer :)”

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Posted 5 years ago

“Sofolgy don’t deserve any stars . I order my sofa in July . I want it delivered in October when they brought the sofa it was wrong one I was then lied to by the driver who told me he phoned up to tell the useless incompetent supplier who I was then led to believe that the sofa was reorder and that it would take a further 5 weeks . I rang sofology three weeks late just check up on sofa only to be told that the sofa had not been order by this point I’m not happy the lady I spoke to said she order it 4 me and that she put on urgent . I have called back this week to be told that the sofa will be here the week b4 Christmas that is 10 weeks after it did of been delivered there has been no urgency put in2 my sofa which was order in July. My advice is if u want wait 5 months for a sofa go 2 Sofology if u want be lied to go to sofology and if you want very poor customer service go to sofology they just don’t care at all shocking”

Helpful Report

Posted 5 years ago

“If I could zero stars I would. Avoid!!!!!!!!!!!!!!!! Horrendous quality - don't believe what you see in the shop is what you will get.”

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Posted 5 years ago

“very poor customer service from the call centre, they sent a time slot of 7:30am to 10:30am and then when questioned why the items had not turned up in the window said there service was really between 8am and 8pm and in fact we had been sent the wrong time window and that "we should be lucky it was still turning up on the day" No apology even when prompted and just a very rude and obnoxious individual who clearly hates her job and the number of complaints - no idea of service.”

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Posted 5 years ago

“Didn’t deliver as promised”

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Posted 5 years ago

“I am on the second three piece suite I have purchased from Sofology fault started to appear 12 months down the line discoloured leather multiple buttons falling off the chesterfield sofa which I purchased stitching coming away in multiple places contacted customer services multiple times very rude no help whatsoever everything customer service should not be need retraining .”

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Posted 5 years ago

“had to give one star to put a review, not worth the one in store staff at Doncaster York road branch did as much as they could to help. the aftersales team absolutely diabolical and their attitude stinks. I now have to wait two weeks for their sub standard furniture to be removed no refund till its collected cant find out who to put an official complaint to overall a terrible experience”

Helpful Report

Posted 5 years ago

“Is there any where you can buy good quality furniture.How can you ignore this amount of terrible reviews.Suppose sales out way the sales lost due to these reviews.”

Helpful Report

Posted 5 years ago

“Not even worthy of 1 star! I would like someone to call me back to process my refund for the product I haven’t yet received after a month - a whole month for a £30 cushion absolutely shocking! No communication either! Would never ever buy a sofa from here If this is anything to go by!”

Helpful Report

Posted 5 years ago

“Just now Poor service when it goes wrong, sub standard product. Well what can I say, any problems with your sofa and you will find that they will do anything and everything not to fix it. Basically if your out of warranty and bought a policy to cover yourself after the warranty is finished they will do everything in their power not to pay out or fix. Absolutely con merchants, con you for commission to buy a policy and a sofa then not pay out. The product is sub standard and you will still be paying it off while it falls apart. Refunds more likely to win £170 million on lottery.”

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Posted 5 years ago

“My sofa is two years old this week and has been a nightmare really since the day I bought it. Within weeks there were pull marks on the fabric and a zip was starting to split. A technician came out and dealt with the zip and undid them all to plump up the foam. He showed me how to plump up all the cushions. All very well for him but I am 65 years old with a plate in my right wrist and this needs dong at least three times a week. I can't actually get some of the zips to close up. Pads on the seats have flattened and mis-shapen and the covers slip off them. When I try to take the covers down to fit them on better the insides of the covers are so badly made with loose threads and mess I worry about trapping them in the zip. This has happened with two people in their sixties, neither overweight, using the furniture. Goodness knows what would happen in a family! Pointless contacting the firm after two years - it just makes me angry when I have had previous sofas for years which have never looked as worn out as this does after two years. I paid £1,500 cash. I wish now I had taken finance because I would have stopped payments months ago. The furniture is not fit for purpose in my opinion - Beware”

Helpful Report

Posted 5 years ago

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

Sofology Reviews