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

“Firstly, let me start by saying the terrible user journey Sofology has laid out is not at fault of the pandemic, or stock issues due to the pandemic. My first order with this company was in 2018 for a 3 seater recliner which was faulty within a month, it was a paint to contact them and getting any clear sight of communication. Sofology sent an engineer out who said there was a bent bar underneath and he hammered into place... not offering a replacement of the part even though I asked. I let this slide, but have had the same fault but now it over the guarantee period. I then had a burn on the fabric which I bought extra cover insurance from Sofology. Again, a pain to get in touch with them, but worse, they fob you off telling you its a third party company that deals with repairs...and when in store they sell you this like its the best service ever. Fast Forward to the upholsterer that came... wait for it... he replaced the fabric and put back the recline buttons backward! so the front button retracted and the back button open the recliner... I checked whilst he was there, he said, "that's how they make it" I was laughing, I told him it wasn't that way before, and the other side is fine, you've put it on backward. I was told to contact Sofology for any problems and he left. As you can imaging this was a pain to contact Sofology, again they fobbed me of saying it a third party issue, after numerous calls, eventually an engineer came out, he told me it was just two wires that needing swapping and the previous engineer should've known. Absolute STRESS. I have reluctantly ordered a matching recliner in Feb with 4 months waiting for deliver and delays, and they turned up without the feet of the recliner and told me they had to take the sofa back. now its a waiting game again. Absolutely terrible company. The rebrand is going to be an absolute wast of money if they don't get their customer retention rate right!”

Helpful Report

Posted 3 years ago

“Don’t put yourself through the stress. You won’t get your sofa. They claims it’s been misplaced. Very hard to get your money back actually impossible to get your money back. Just lucky I paid a big deposit on my credit card so I could get a lot of the money back that way. Still trying to contact the finance company to stop the payments. Awful company.”

Helpful Report

Posted 3 years ago

“We ordered our sofa in December 2020 with prepayment of nearly 1000 GBP, the delivery time was estimated 20 weeks. The first delivery team came beginning of May and punched a big hole in my ceiling. They were just unprofessional beginners, not like stated on the homepage a professional team. It took over 3 weeks to even hear from them. Since then I have tried to get in contact with them several times but without success. That leaves me with no sofa, a lot of money already payed, a big hole in my ceiling and a none existing customer service. I am beyond angry and frustrated with Sofology and can only recommend to not buy anything from them. I can very well understand the bad score given here and all the frustration caused by the unprofessional behaviour of Sofology. Don't trust Trustpilot on this one, somehow the managed to get a good review, but this is mostly customers going into the shop. Once you have bought something the customer service is beyond bad.”

Sofology 1 star review on 19th June 2021

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Posted 3 years ago

“More than anything else I am really sad for my two disabled parents. It was arranged that their old sofas be taken away as the new ones would be delivered the next day... no delivery, no phone call. As a busy teacher I'm on the phone for hours waiting... emails and messages answered mostly by bots. A loan sofa was agreed yesterday... simply did not turn up. I ordered a sofa from them that took 8 months to arrive and I had a loan sofa but put it down to supply chain and lockdown so wanted parents' sofas sooner so ordered from clearance. I spoke to two helpful people - one who was retiring in the day, who said there was a part missing and that's why there was no delivery and another who is about to go on oartenity leave. I'm saddened, angry and disappointed.”

Sofology 1 star review on 16th June 2021

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Posted 3 years ago

“Sofas never turned up on set delivery date , and being put on hold for over 2 hours to eventually never get through to someone .”

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Posted 3 years ago

“We shopped around quite a few couch companies but none compared to the quality of Sofology. We weren't jumped on the minute we walked on but there was always some available if needed. We took a long time asking questions and prices and left the shop to think about it without any fuss from staff. Obviously we went ahead with the purchase and we couldn't be any happier. The communication was spot on and the delivery faultless. From start to finish a great experience. We bought three couches (Majestic in steel). Perfect.”

Sofology 5 star review on 15th June 2021

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Posted 3 years ago

“Fantastic service from Warrington store, Ordering was effortless once we had made our choice from the Galleria range. We were given a time scale of approx. 8 weeks and delivery was a couple of weeks after this which wasn’t a problem. Delivery was as promised and within the 4 hour time slot given. The guys were fantastic and did a great job getting the suite into our living room. The suite looks fabulous and now hoping that it will continue to look as good with daily use. Thank you sofology.”

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Posted 3 years ago

“Great experience from start to finish, shop staff very helpful, sofa came sooner then originally estimated, delivery team were very good & new Mazizini Corner sofa exceeds our expectations. Also used the Clearabee removal service for our old 3 piece & they were very good also. I had read a lot of bad reviews beforehand and so was a bit apprehensive of using Sofology but i am very happy that we did as are my brother & sister in law who also had a positive experience with them.”

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Posted 3 years ago

“Got my 4 hour delivery slot and even got a call from driver to say I was the next delivery. I then got a phone call from driver 10 mins later to say he didn't have my sofa. Tried to go to store to get zero help from the manager who just looked at me with a blank face and said they can't help they are just a showroom. I then spent all day trying to get through to customer services, 4 hours in total, to be told they couldn't do anything either and someone would ring me tomorrow. I highly doubt anyone will as someone was supposed to ring me yesterday to cancel my delivery. Instead they let me believe it was coming and take a days holiday!”

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Posted 3 years ago

“RIGHT EVERYONE, I THINK IT IS VERY PLAIN TO SEE THAT SOFOLOGY DON'T CARE ABOUT THEIR CUSTOMERS. I THEREFORE URGE YOU ALL TO CONTACT WATCHDOG OR SIMILAR. THESE CROOKS NEED TO BE HELD ACCOUNTABLE WHEN THEY ARE IN EFFECT STEALING OUR HARD EARNED MONEY. THERE ARE ALSO FACEBOOK GROUPS TO HELP YOU THROUGH THIS PROCESS”

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Posted 3 years ago

“Absolutely shocking customer service. No delivery of sofa as promised. Almost 3 hours on hold in a queue. No one can give me answers. The CEO SALLY HEPSON will not even give customers the courtesy of a reply. I will be going to store for a full refund and if I didn't get it any potential customers will be warned of this companys failings. #Sofology Sofology WebTeam”

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Posted 3 years ago

“The worst Customer Service I have ever experienced. I have had an ongoing dispute with Sofology since January, 2021. My wife is disabled, and I am now in my 70’s and disinclined to move heavy furniture around any more than I need to. When completing our order, the salesman mentioned that, at extra cost, we could have “Sofaglides” fitted. We were not shown examples, but were given to understand that “Sofaglides” represented a method by which “castors” retracted into the base of the furniture when someone sat down, but were spring-loaded to reappear and facilitate easy moving of the furniture. This was a new concept to my wife, my 20 year old son and myself, and all of us gained the same impression and understanding. Somewhat naively, as it turns out, we felt that this was entirely in keeping with the innovative technology we had seen throughout the store. Of course there are many versions of the truth, depending on one’s perspective, but it seems remarkable to me that three people (my wife, my son and myself) should all invent a technological improvement to Sofology’s furniture, of which we could have had no prior knowledge. After twelve weeks, without furniture, the sofa bed and chairs arrived. I was somewhat nonplussed to witness self-adhesive discs of nylon being stuck on the feet of the units. I raised the point with the delivery driver, but he assured me that these discs were, indeed, the “Sofaglides” for which we had been charged £75.00. Subsequent investigation revealed that these “Sofaglides” are readily available, online, for, at most, 50p each, and are clearly unfit for purpose. The first time the furniture is moved, they come off! Had we been shown, in the shop, what we were getting, we would have saved our money! We also paid £39.00 for a fabric care kit. Despite requests, we are still waiting for this. Sofology Customer Services arbitrarily closed our complaint as "resolved". It is anything but! I have written to customer services and to the Chief Executive, Ms Sally Hopson, without receiving the curtesy of a reply or even an acknowledgement. If you must deal with this company, record everything that their salesman tells you, and certainly do not be conned into paying their exorbitant price for”Sofaglides”.”

Helpful Report

Posted 3 years ago

“Trustpilot reviews Categories Blog My Reviews My Settings Help LOG OUT Mark T GB For companies Review of Sofology Mark T 3 reviews 1 star: Bad 26 minutes ago They ask for a review after ordering so… They ask for a review after ordering so most reviews are positive. Reality is after paying that's were customer service ends. Webchat claims 3 mins response time but reality they don't bother responding at all. If you call you are in a queue of 50 people and it will take 2 hours 20 mins to get your turn to speak. When you do finally get through and inquire about your order you are asked to hold while they check. After 25mins of holding again you get put to the back of the original queue so 2 hours 45min then you have to start the whole process again. Absolutely disgraceful. Sofa was expected to be delivered 5/6/21 but then changed to 7/6/21 but I suspect it has not even left China. All I wanted was an update I know the expected delivery is meaningless but why change it to 2 days later if its not even been built?”

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Posted 3 years ago

“Don't use Sofology...you'll regret it. We bought a sofa in April, and the delivery was initially planned for the beginning of May. One month later (June) and still nothing. Their customer service is the worst I have seen (all industries included). It's so difficult to contact them (you have to wait two hours over the phone) and at the end they'll tell you they will contact you but nothing. Just run away when you see Sofology.”

Helpful Report

Posted 4 years ago

“Ordered sofa in November 2019 - was expecting delivery 14th May. No delivery made - no communication - no response to emails or complaints and no money back. Avoid like the plague.”

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Posted 4 years ago

“My god what a truly awful company. I ordered 2 x grey zinola sofas when they came 1 was grey the other one was plum my order number was put on the wrong sofa. I have emailed ,complained, all to no avail still have not got my other sofa cant get through by phone they really are the lowest of the low.Please do not use this company”

Helpful Report

Posted 4 years ago

“Please do not order from this company ... it is absolutely horrendous service! I NEVER leave any feedback but feel it is my duty to do so regarding how bad the company are.... eventually I managed to source the email address of the ceo and customer service operations manager and after emailing them directly only then I received a response.... do the same!!!”

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Posted 4 years ago

“ABSOLOUTELY SHOCKING COMPANY AVOID AT ALL COST!!!! ORDERED A SOFA 10TH JANUARY, DELIVERY WAS MEANT TO BE IN APRIL AND NOTHING CAME. ONLINE THE DATE CHANGED TO 21ST MAY (I WAS NOT CONTACTED TO EXPLAIN WHY APRIL DELIVERY NEVER HAPPENED). IT IS NOW 3RD AND STILL NO SOFA OR CONTACT FROM SOFOLOGY!! I WILL BE REPORTING THEM TO TRADING STANDARDS AND TAKE THEM TO COURT TO GET MY MONEY BACK! SERIOUSLY HOW IS THIS COMPANY STILL TRADING???”

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Posted 4 years ago

“Do not buy from here! Waited over 20 weeks for our sofa. Got a delivery date of 21 May confirmed and sofology didn’t turn up. They provided no update, just didn’t show up. Spent 3 hours on the phone to customer service to be told they would look into it and get back to us. It’s now been nearly two weeks later, we have no update and no sofa. We have made complaints and received no response. Do not waste your time!!”

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Posted 4 years ago

“Everyone on here surely we can do something , this company can not continue to get away with this , supplying faulty damaged furniture , taking money and not delivering ! Not answering the phone chat emails , are they going bust ? Cos no decent company would treat their customers in this manner , 22 weeks waiting for my order , glad i only paid a deposit .I will contact my bank to do a charge back .Dint even want the sofas now , i think i probably got away light compared to some people .”

Helpful Report

Posted 4 years ago

Sofology is rated 1.2 based on 1,654 reviews