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

Visit Website

Write Your review

Tell us how Sofology made you happy

Minimum 10 characters

Would you like to add a photos or videos?

Strengthen your review by uploading photos & videos.

Drag files here or browse

(Supported files: jpg, png, mpeg, ogg, mp4 & webm)

What's your name?

Leave this blank if you'd like to publish your review anonymously.

(Optional)

What's your email?

We need your email address to verify that your review is genuine

Please note that we may share your email with the company to verify your order.

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

“I cannot fathom the utterly poor service I have received from Sofology. Receiving an order wrong or slightly later than expected is forgivable, but this bunch of pirates have stuffed up everything that could possibly be stuffed up. Several of my friends have echoed a similar experience so I feel justified in writing this feedback. Placed a £6k order in November '20 for 3 chairs and finally received it March '21. Ok fair enough, I'll just have to believe the 'supply chain delay' excuse for this one. The sofas then arrive - one has a foot missing and another the wrong feet completely. After much slagging off of his own company, the delivery guy phoned back to customer service whilst still onsite to get the correct ones ordered and sent out asap. Waited a week or two and nothing arrived. Emailed in to chase and clearly the info hadn't been recorded so had to start from scratch and faff around sending photos etc of the issue. Then had to chase several times for the parcel. (By the way I gave up phone or live chat as the wait time was disgusting. More than once, my live chat was answered the next day. Not sure how 'live' that is!!). Oh, and the £40 care kit never arrived with the original delivery so that had to be chased. each time the reply was from a different customer service advisor giving me some pathetic response about being very busy and was clearly just a template response they had copied and pasted onto the email. I'm still waiting for the care kit now 3 months later. I never usually give feedback, but this must have wound me up so much that I have done! I would add that at each touch point, I've been met with the same 'don't care, we're very busy' attitude......it just stinks. I'm not even going to bother leave any case references or contact info because Sofology won't bother following me up to apologise, so I'll leave it there. I just hope Iain Hayes the Customer Service Head sees this feedback and takes it seriously if he cares about the horrendous service his company is giving.”

Helpful Report

Posted 4 years ago

“Bought the sofa Dec 20 with the platinum insurance. Dog damaged the sofa beginning of May contacted insurance company. They have no record of my purchase and therfore cannot start a claim, so I contacted sofology 7th May and they said it will be sorted asap and to this day have contacted at last twice a week and neither myself or the insurance company have received any documentation to enable repairs. I have asked for a manager no reply. Its a disgrace and will be getting a solicitor involved in the next 7 days. Its now 2nd June”

Helpful Report

Posted 4 years ago

“I've never known a business to need a support group for all who enter. Oh man. I have so much rage for this company. Ordered Fellini 3 + 2 seater and they said 2-3 weeks. It's been Well over a month now and had heard nothing. Managed to finally contact a person through online chat (replied 3 days later). They said the 3 seater is in the warehouse so they could send that. She booked it in for this afternoon. But received a text yesterday saying it was arriving AM. After reading all reviews I really did not expect it to turn up and SURPRISE it hasn't Really want to turn up in store and ask for a full refund. But apparently the T+C's say you have to pay 30% From what I have read all the sofas are turning up damaged or wrong colour and also the Fellini reviews say they crack and flake. Oh man. I feel like a mug. I do not have the energy to be the 47th caller in the queue. Had no sofas now for a while.”

Helpful Report

Posted 4 years ago

“Ordered sofa at end of April. They Called 6 days later to arrange delivery yet it was meant to be about 14 weeks. They confirmed it was for us. Delivery ordered for 10th May. Texts and emails received day before with time slots. But no show on the day. Spent 4 hrs on hold in a queue to be told it will still arrive. Asked them to call me back the next morning as I couldn’t spend another 4 hrs in a queue if it didn’t. Tracey didn’t call back so 4 more hours in a queue to speak to John who can’t do anything except say he understands why I’m angry. He rebooks for 23rd May. No text or email the day before. 2 further hours in a queue. Lisa this time assures someone would call us back once she checks with the warehouse. She didn’t so I went to the shop. Two managers there explained there was no chance it was correct and it must have been a mistake until they saw the texts and emails. Warehouse contacted and I’m told there was a sofa but it’s damaged and can’t be delivered but our order will still be in queue and delivery set to original time. Not impressed but the bigger there’s a problem....I have no sofa to sit on. They tell me they will request a loan sofa and have customer services ring us. That was on 23 rd May. Nothing until we missed a call yesterday 31st May and received an email offering refund if we didn’t want to reorder or opportunity to reorder....neither acceptable as I have no sofa to sit on and can’t do without until we can order something somewhere else and wait 16 odd weeks for delivery. Email tells me to ring them....queue time was over an hour so I gave up and replied by email complaining I was even more furious than before and requesting they call me again his morning. Nothing. I am totally disgusted.”

Helpful Report

Posted 4 years ago

“The customer service is nonexistent. My couch was to be delivered and didn't turn up. I call, email, use the chat feature and could not get a single person on the other end. After hours in queues I got through to a human on day 3, they could not help as the system is down and no manager is available. They will call back ... they never did. This has happened twice in the last 2 weeks and I still don't have my sofa but I have paid in full for it. I wouldn't wish this company on an enemy. It is absolute trash.”

Helpful Report

Posted 4 years ago

“Paid a deposit in April duped into paying the balance 2 weeks later. App doesn’t work and says delivery date 15th April it’s now 30th May and I have no sofa, they don’t answer email or contact me. They make the staff lie about where the sofa might be. I just want my money back they can keep the sofa.”

Helpful Report

Posted 4 years ago

“I HAVE MADE SEVERAL COMPLAINTS ABOUT SOFOLOGY AND NO ONE HAS THE DECENCY TO RESPOND TO ANY OF THEM. I HAVE PURCHASED A SOFA FROM YOU AND KEEP BEING TOLD TO LOG INTO THE ACCOUNT WHICH ONLY TELLS YOU TO CALL THE CUST SERVICE NUMBER. YOU HAVE TO WAIT WELL OVER AN HOUR ONLY FOR A RECORDING TO TELL YOU YOUR GOING UP IN THE QUEUE INSTEAD OF DOWN THE QUEUE. I WAS GIVEN A DELIVERY DATE OF 28TH MAY, SO MY OLD SOFA WAS COLLECTED ON THE 27TH MAY. TODAY IS 29TH MAY AND I HAVE NO SOFA TO SIT ON. MY 89YR OLD MOTHER HAS NO SOFA TO SIT ON. IMPOSSIBLE TO GET THROUGH ON THE PHONE AS I DO HAVE A JOB, SO I CANNOT KEEP WASTING TIME HOLDING TO BE TOLD IM CALLER 28 FOR 30MINS TO THEM BE TOLD IM CALLER 30. WHERE IS MY SOFA?!!! IM AM SO ANGRY WITH SOFOLOGY. I WANT A FULL REFUND OF ALL MONEY PAID YOUR CUSTOMER SERVICE IS DISGUSTING. FUNNY THING IS I CALL THE ORDER LINE AND THAT IS ANSWERED IN LESS THAN 10MINS BUT NOW YOU HAVE OUR MONEY IT IS IMPOSSIBLE TO GET THROUGH TO ANYONE!”

Helpful Report

Posted 4 years ago

“Terrible company to deal with. Our new leather sofa turned up with scratches on the back, scuffs all along the top and a cut on the front of one of the seat cushions. Online chat- doesn`t work when you mention complaint. Telephone numbers- prepare yourself for a long wait. I started at caller 21 then was 20 then 22 then 23??? Customers service staff- hard nosed and difficult to deal with. Seem unaware of the law in to relation to Consumer Rights. My advice- Contact the CEO Sally.e.Hopson to get things moving. Customer services will basically ignore you. We bought sofa online which actually proved to be a bonus as you have rights to reject faulty goods within 14 days of delivery!! CONSUMER CONTRACTS REGULATIONS 2014 -quote that to them. If the goods are faulty, they are also responsible for picking up goods at their expense. CONSUMER RIGHTS ACT 2015 is another useful tool when dealing with SOFOLOGY. I had to e-mail the CEO twice to get my money back. Keep at them and don`t get disheartened. You have spent a lot of your hard earned cash on a second rate product, demand what you paid for. Our sofa was badly built. I unzipped the bottom cover and had a peek inside. Wood used to build frame was in very poor condition, some still had bark on it. Screws were not tightened properly. A very shoddy piece of work, definitely not £1400 worth. Sofology- NOT GOOD ENOUGH BY A LONG SHOT. Good luck getting what you want from this company!!”

Helpful Report

Posted 4 years ago

“3 months wait for delivery and Chairs nowhere to be seen and the sofa arrived damaged. 3 hours waiting over two calls for someone to deal with my issues. No calls or updates in 3 weeks re the missing chair and a technician had to come out to check if he could repair my brand new sofa. This is my response below from the customer service team leader Make of it what you will”

Helpful Report

Posted 4 years ago

“I ordered two Fluted Ivy velvet sofas that were delivered on 4th November - badly marked. I foolishly agreed to allow Sofology to replace the damaged parts - seat covers and the complete back of one sofa. This is now the 27th May the parts have got lost and need to be reordered and will not match when they do arrive. This company say they want your experience to be memorable well it is but not in a good way. Still attempting to get this resolved as goods were damaged on delivery. My advice is to steer clear”

Helpful Report

Posted 4 years ago

“Do not use Sofology. Disgusting company. I’ve had months of hell and financial hardship because they didn’t deliver furniture to our rental property. Just go £200 phone bill for my hours on hold to add insult to injury. Cancel your order and get a refund now!!! I did 😡”

Helpful Report

Posted 4 years ago

“£110 phone bill to this cowboy company to arrange a delivery of a sofa totally outrageous”

Helpful Report

Posted 4 years ago

“Paid for a sofa and got a delivery window of 4 hrs, but it never arrived at that time and no updates about it, tried calling customer services and was on que for a long time at 40th place. Tried email and online chat no respone yet. They took our old sofa last Friday, now it's Tuesday and they can't even say when they can deliver or at least contact us about it.”

Helpful Report

Posted 4 years ago

“Ordered sofa online in January with an estimated delivery of late April. That moved to early May and allowed me to select 6th May as delivery date. 4th of may I get a text email and phone call saying delivery cancelled and delayed. Although I had to take a day off work I accepted delays in current climate and thought fair enough. I tried unsuccessfully a few times to get them on the phone but finally an email told me it would arrive on the 19th. When I used the My Sofology app it offered me earlier dates so I selected the 12th but after a few minutes again it would ask me to select a date. I tried this countless times then tried to call them again, stuck on hold for over 2 hours to get to 3rd in queue then cut off. Eventually I managed to get through to an advisor who confirmed it was booked for the 12th so again I booked a day off work. No confirmation email or text and My Sofology app still showing the 19th I’m concerned so on the morning of the 12th I call first thing to be told no it’s not booked and earliest delivery is the 19th. On the 18th I get a text and email saying it will be with me between 10.45-2.45 so fingers crossed. Again not my usual day off work so unpaid holiday is requested. By 4pm no delivery and they have closed the phone line due to the queue currently waiting. I call on the 20th and get an apology and an acceptance of my bad service and that I’ll be entitled to compensation and she’s booked me on for 22nd between 7-1 and will call me. I get no further text or email but My Sofology does state the 22nd for delivery. In-between this I get an email saying my finance payments have started. I don’t trust them anymore so I call on morning of 22nd to be told it’s out for delivery today. My parents are now in my house all day as I can’t take a day off work again, and no show. I’ve joined a Facebook group of angry Sofology customers who provide me a number of email addresses to send my issues too. I do this on Sunday 23rd as customer service agent cannot help with my issue. No response. I call again on 24th where customer service agent is told by the warehouse they are too busy to look for my sofa. I call again on 25th and same agent tells me the depot have not responded to her email request so they have a no system in place that management deal with and provide a resolution within 72 hours. I send a 2nd email to all the higher ups expressing my utter dismay and disgust and as of yet not a single reply...to be continued”

Helpful Report

Posted 4 years ago

“Awful! Missold a corner sofa, promisedit all came apart to fit through the front door, then it didnt when it eventually arrived 6months later! Promised it would be sorted and unvestigated even taken apart for us but no, another no show and then had to fight to cancel the order and they tried to charge us 30% of the total cost... When we were missold! Now waiting nearly 4 weeks for refund of our deposit, not hapoy at all. On hold for hours at a time to contact them! Useless! Avoid!!”

Helpful Report

Posted 4 years ago

“The service we received in store was fantastic. When the sofa was delivered, the team attempted all they could to get the sofa upstairs, they offered to leave the sofa in the hall way as they had other deliveries and could not 'wait around'. They left the sofa without asking me to check if first, when they had gone I noticed a large stain of what looked like blood. I tried to contact the helpline, which disconnects, I have sent two complaints to customer service which have gone 4 days without being responded too. I now have a £3k sofa with blood on it. THIS IS NOT ONLY DISGUSTING BUT INCREDIBLY UNSAFE.”

Helpful Report

Posted 4 years ago

“I ordered 2 sofas in mid-April. They were clearance items (ex display) - and so should not have been subject to excessive delay. On the first delivery date, the delivery did not appear. I phoned sofology (2 hours on hold to get through) and the person on the delivery team couldn’t understand what may have happened, but promised to contact the warehouse and phone me back before the end of the day. No return call. I phoned sofology again the next day (2.5 hours waiting to get through) and a person on the delivery team said that the sofas hadn’t been transferred from their Rugby warehouse to the Bristol one in time for my delivery. They arranged a delivery for a few days time - which he claimed to be sure would happen. The second delivery date came and went - no appearance of the delivery and no communication from Sofology. I phoned sofology again (2.5 hours holding on) and this time spoke to someone from their delivery team who arranged for a new delivery date 10 days later. He promised to check up to make sure all was in order for this delivery and call me back to confirm. No return call. On the third delivery date I was surprised to receive a call from the delivery driver saying that he’d be with me in 30 minutes. Then .... “but, you know we’ve only got the 2-seater sofa on the lorry don’t you?” Unbelievable. They arrived with the sofa poorly packaged to protect it from in-transit damage. After a bit of deliberation, I stupidly (in retrospect) agreed to accept the sofa - hoping that the other sofa will follow in a few days. No communication from sofology. I have joined the Sofology Angry Customers social media group - to learn that my experience is similar to that of hundreds of others. I would urge you, before buying anything from this appalling company to take a look online to see how customers are treated - and the extensive quality - as well as delivery - problems ... and think carefully about whether to take the risk of having your life blighted by this bunch of scoundrels.”

Helpful Report

Posted 4 years ago

“22-5-21 Disgusted with this company Yesterday i spend 4 hours, yes from 9am-1pm waiting to PAY for my sofa. I was number 50 in the queue. The reason why the calls are so high is because the MYSOFOLOGY account does NOT work. All I want to do is pay and arrange a delivery. I got through but could not make my payment because Sofology's payment system was not working. I tried several times to make a payment with adviser it would not go throug, i called my bank while the sofology adviser was on the phone and my bank said its not us its Sofology, they keep returning my payment (how absurd). I was advised to pay via BACS. I did this and today called back and waited from 8:30am-11:30am (3 hours) only to find out that the payment has not cleared so i can not schedule a delivery!! This is a one Man in a shed organisation. Please DO NOT part with your money, Sofology is SOOOOOOOOOOO BAD!! I have been promised a call back in the morning?????”

Helpful Report

Posted 4 years ago

“I would give a minus stars but it’s not an option. We have been sitting on foldin picnic chairs over a week now and for the second time you have failed to deliver. I stayed in all day for a 9-1 slot with absolutely no communication from you. I’ll be going for my money back tomorrow!!!!”

Helpful Report

Posted 4 years ago

“NEVER NEVER NEVER NEEEEVEEER USE THIS COMPANY! The worst customer service in living memory, Story too long to write, sofas should have been delivered between 8.15 and 12.15 today, it's now 6.30 no sofa, no call or text and if course there closed!!! Save yourself massive anxiety and keep your money to use in a reliable company! 😤😤😤🤬🤬”

Helpful Report

Posted 4 years ago

Sofology is rated 1.2 based on 1,654 reviews