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Sofology Reviews

1.2 Rating 1,630 Reviews

5 %

of reviewers recommend Sofology

Company Reviews

1.2

Based on 1,630 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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Sofology 1 star review on 3rd December 2022

Sofology 1 star review on 3rd December 2022

Sofology 1 star review on 3rd December 2022

Sofology 1 star review on 3rd December 2022

Sofology 1 star review on 19th October 2022

Sofology 1 star review on 19th October 2022

Sofology 1 star review on 19th October 2022

282

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Joining the legions of customers on here complaining. Have now experienced for myself the scam that is Sofology. Spent 1000s on leather suite and recliner, less than 2 years later the dye is rapidly coming off and areas of wear. Engineer came out and said himself the sofa has been well looked after but the dye is coming off due to whoever is sitting on the sofa. Laughable. If a sofa is not meant to be sat on then I give up. Sofashield insurance won’t pay as the damage is not deemed accidental. I have never seen a leather sofa deteriorate like this it is shockingly bad. So beware any potential customers, really think twice before wasting your hard earned cash.”

Posted 3 days ago

“Thanks to reading a chunk of these reviews, we will now need to go and source somewhere else to purchase a lounge suite. The young guy we talked in Sofology Cambridge store was very friendly, reassuring about the company, the guarantees and aftercare services. We spent over an hour with him, successfully helping us to choose the perfect sofa and now I’m really disappointed to find that Sofology products are not even close to living up an expected standard!! I think Helena Bonham Carter should re-think who she advertises for and cancel her agreement with them!!…IMHO after reading these reviews and reports (visited on 16th April 2024)”

Posted 1 week ago

“I wish I had read these reviews before I paid a deposit for a new sofa, waited 9 weeks, moved to a new home and been sat on deck chairs, service in store was fine, friendly young lady then it goes severely downhill! The guys who came to deliver really did not want to even try to get it into my house, to the point where my husband was threatened by physical violence from one of the drivers as we obviously wanted them to try get it in, they ended up saying they were taking it back to their Depot but before they left we got yet more abuse from them! To say we were upset was an understatement, we really should have rang the Police at this point but wanted to give them a chance to apologise as everyone has bad days! Rang the customer service dept and spoke to 3 different manager’s, our deposit was kept by them, despite what we had gone through!! Our neighbour witnessed everything which I’m glad about as their account was different to ours, I’ve never felt so let down by a company in my 49 years! I worked in retail and the customers were always supported by Management! We will NEVER use this company again, the only plus was the Team leader from the delivery company who couldn’t have been nicer. Do yourself a favour and shop elsewhere!!”

Posted 3 weeks ago

“Well, it all starts off so well, at the sale stage but then it completely goes down hill and nobody takes ownership of anything and is willing to help. Purchased two sofas from Sofology White City, Trafford. We were having the sofas delivered to a removal company so that they could be shipped with the remainder of our furniture when we moved. This meant that they would only accept deliveries between 8am-4pm and we were clear with that. Yes yes, not a problem at all so we placed the order. All rosy and fine and when the sofas were ready to be delivered we called to confirm the date and again confirmed that delivery needed to be between 8-4pm. The day before delivery and we received an email saying delivery will be between 3-7pm which obviously wouldn’t work so called and spoke to Amy who basically advised there was nothing she could do as they only offer all day slots. I explained that two of her colleagues had said that time slot of 8am-4pm would be fine (Sofology, please check your call recordings!) but she repeated there was nothing she could do. I asked for a manager to discuss further but was advised no managers were available. She said she would get one to call me back but they never did. Second call trying to resolve the issue and I spoke to Brad and we went through all the points again and he could even see the notes on my order saying delivery only possible between 8am-4pm. There were no managers but he would call me back to see if anything he could do. He said he would create a case for the complaint at the same time. No response by lunch the next day so third call made and someone quite convincing spoke to me who said he would call me back in 10 minutes after speaking to the depot. As you can guess he never called me back. Call four and spoke to Charlotte who was reassuring. I asked to speak to Brad but she said he was on holiday, his last day was yesterday. So how he expected to call me with an update from his holiday I’m not sure. This pretty much reflects my experience with Sofology and one I will never repeat again, nobody takes ownership and they just want to get you off the phone. We should have used DFS, someone we have never had problems with. Charlotte called the depot whilst I waited on the call and said they might get to the address but couldn’t guarantee it but if not she’d help out to rebook. Overall, lesson is Sofology are really happy to take your order but any follow up service is non-existent and very much “computer says no””

Posted 1 month ago

“he sofa is okay but the service has been terrible. The person instore was great but customer 'service' booked me in for the wrong delivery day and couldn't change it. I was assured the driver would be made aware of when i was out on the school run. They arrived when i was out regardless - so the lovely driver waited an hour until i was back. And I paid for the Sofaglide which wasn't supplied. When you phone up the Fault line takes 25 minutes to get through to a human. Unacceptable and shockingly bad customer service.”

Posted 1 month ago

“Ordered a sofa in December, a very pleasant experience, thereafter a total shambles! Received a text message on 30 Jan to advise that the sofa would be delivered on 07 Feb, then received an email telling me to clear the room and route to the room into which the sofa is being delivered, so I and my wife did as asked. 10.30am this morning (07 Feb) had heard nothing further so called you, apparently the sofa is still on the ship and I'm on a list of people that they were going to get around to calling today (the day of delivery) to tell me that the delivery had been delayed because they did not know the sofa was on still on the ship until late last night, Rubbish!! Do you think I was born yesterday, your drivers don't turn up in the morning, wander around the warehouse to find the products to be delivered that day and then load their vehicles. Your warehouse management and dispatch systems know where all items are and prepare loads well in advance of the morning of delivery (or the night before). To add salt to the wound you then tell me that you do not book deliveries until you have the product. How on earth did you receive the product on the 30 Jan to book the delivery on that date, only for it to find its way back to the ship??? Lies and more lies!!! I have wasted my time clearing a room and hallway only to have to put everything back, because Sofology did not have the common courtesy to tell me that they could not meet the delivery date that had imposed upon me (yes you don't get asked if the date works for you they simply tell you they are coming (or in my case they tell you the date on which they are going to waste your time)). A complete shower! A previously happy customer who is now a very upset and angry one, who will not use your company again!”

Posted 2 months ago

“Keep well away from this company. Customer service is dreadful. I purchased 2 Sofas just under 2 yrs ago and i have had repairs on stitching twice up to now. The filling in the Sofas dent and sink fast! I used their sofa care kit on 2 occasions to remove small marks/ stains and it took the colour out the Leather!! They were not interested and stated the product must be out of date,the kit has no use by date on. They then blamed me for rubbing to hard🤣🤣They are a bunch of Clowns! I have never had such poor quality Sofas in my life. Steer clear of this company.”

Posted 2 months ago

“Avoid this company like the plague. My parents saved up their hard earned money to buy from this company and what a nightmare they are to deal with. The very next day after it was delivered they notice all marks on the chair where they have sat. This material is such low quality and is certainly not durable. My mum has phoned this company a number of times and all they keep saying is go through insurance. This evening my dad phoned them and explained he is a policeman and his not prepared to go through insurance because it’s not an insurance job. THIS PRODUCT IS FAULTY WHAT CANT YOU UNDERSTAND ABOUT THAT!!!! This is truly despicable customer service and after care service from this company. ADVOID”

Posted 3 months ago

“I purchased a new sofa and it was delivered damaged in a number of places. I needed to call on numerous occasions and after 10 days they had NOT informed me what they would do about it. So I called them for a full refund. I arranged for it to be picked up and their partner "The Sofa Delivery Company" refused to sign any document or let me take a video of furniture I owened in my own house. The refused to pick up my sofa more phone calls to Sofology and I was offered for another pickup two days later. This did not work as I had arrangedva replacement that same day. ONLY after threatening legal action did they sent me someone from the same "Sofa Delivery Company" who arrived and damaged my flooring in two places. Now here, credit due, this was resolved and compensation paid the next day. But I still not have received my refund from before Christmas for a sofa I no longer have. I will NEVER do business with this company even if they are the only supplier on earth. I helped organisations globally and I have found Sofology to be the most operationally deficient business I have delt with anywhere in the world. What other company called transfer calls? And one employee three times refused to accept me recording the call. The employees have a choice and so do customers NEVER EVER again!”

Posted 3 months ago

“Don’t buy from this company substandard will sag within a couple of months frame is supposed to have a lifetime garamtee but dosnt cover the the plywood that sits on the arm rests and back headrests which will collapse if you put presure on”

Posted 3 months ago

“This place does not even deserve 1 star. Absolute joke. Customer service a major joke. After 6 months waiting for a settee , numerous delivery date changes , being told it would arrive then it didn’t . Several complaints and still no settee. Happy to take my mo ey but struggling to get it back. Can’t afford to buy another settee so still sat on the floor. They do not care. What an absolute disgrace. How can you treat people this way”

Posted 4 months ago

“Absolute garbage. 2 seater sofa is creaking like mad and a technician has just visited who can find nothing wrong with it. I won’t be back and I’ll tell absolutely everyone who will listen. Oh and thanks very much Matt for selling me a lemon, I’m sure you’ll enjoy the commission for the good review I removed. This company is all about extracting a glowing review from customers as soon as they’ve purchased, but you can’t take a sofa home under your arm! That’s why there are so many positive reviews on here - they are done 3/4 days after purchase, but the lead time for delivery is 8/9 weeks. These are reviews for the purchasing process, not the goods. As another review says a few below me - “quality is pants”. Sofology is at it. I also posted this review on Trustpilot and Sofology had it removed. DO NOT TRUST THEM.”

Posted 4 months ago

“So I’m really not understanding this company at all? Or are we all stupid enough to think the service would be great?? In the year 2023 I would expect great Customer service to increase not decrease. So my experience so far is.. we moved from the south to the north into our dream home so looked around for the best settee for our room and when you are spending so much you want to try before you buy, The service in store is amazing and it does make you wonder why the service can’t continue? Is it all deliberate or is the supplier really that stupid? … after all with all the bad reviews it’s only a matter of time before the company disappears from the ever changing high street. Any way back to the story..in store I was advised my settee would take 7 weeks so on the day I’d not heard anything? I had emailed twice before with no reply a week before which advices someone will get back to you within 48 hours?? So on the day I rang and waited 1 hour on the phone to be told it would be 12 weeks? Ok so I was a little confused so rang the branch I purchased it from?.. she asked me which settee? And then was advised there was a delay on the material? .. firstly I believe it’s an excuse they use with everyone and secondly you couldn’t just call the client to advice them as after all the customer is paying your wage? So after 2 weeks of my emails I was advised there was a delay on material??? … I think I found that out several weeks earlier 🥴. The truth is when you buy a settee you are not paying a few pounds .. you are spending big money for something you’ve dreamt up for a while then to have someone take the experience away from you! I honestly don’t trust this company at all and honestly I’m really not fussed about the settees either as to be honest I’m expecting an arm or a leg missing with the wrong material.”

Posted 5 months ago

“Failed delivery Damaged when delivery finally made Eight months to get problems resolved No real customer service. Will never purchase from them again Full review on trust pilot”

Posted 5 months ago

“Had to chase delivery was expecting it in jan 23 didnt arrive until march. This new one, ive had to call customer services as one side of cushion is dipping and soft in middle. I had my dfs sofa 10 years slept on it most nights and it never dipped. Was expectinfmg better quality. Also they lie they say sofas are made in uk its a total lie my sofa was delivered from either spain or portugal”

Posted 5 months ago

“ordered a Sofa said it would be ready in 9 weeks, now into the 13th week and still no sign of it arriving, called them three times and said it's in the T&C's and the sofa cold take another 5 weeks to get here. DO NOT ORDER FROM THESE”

Posted 5 months ago

“Absolute worst experience with the customer care. We have been waiting for our couch for more than two months. The delivery date was pushed back thrice on its own with no intimation and we are now gone a week past the delivery date - with no information on the next delivery date. We obviously got rid of our old couch a day before the third delivery date and are now looking at spending the season happily on the rug. Each time I speak to customer care, I get a very different status and timeline. The people at the store can’t help either. To add to my pain- I have gone ahead and subscribed myself to their after- sale care. Happy times!”

Posted 5 months ago

“Avoid ordering from this company!! Ordered a sofa beginning of July 23 been delayed till 30 November 23. 18 weeks and we still don’t know if we are going to get our sofa! Customer service constantly giving different excuses! Won’t let me cancel to re order something else.”

Posted 6 months ago

“We were miss sold an insurance policy for our leather suite with a company called Castelan during our purchase . This appears to be the company practise when making a purchase . Casterlan are awful and didn't actually cover what would have been expected. Please read other review sites Buyers beware !”

Posted 7 months ago

“Trustpilot reviews Thanks for your review! Sofology - Glasgow shaan ali 6 reviews GB Rated 1 out of 5 stars 11 hours ago Stinks The in store service was perfect, premium luxury experience, sign the contract and then fast forward to the worst experience of my life with a big purchase. They gave a delivery date that is set in stone because the sofa is made brand new it will be there on that date which I should say was nearly a three month wait but anyway, you wait. You expect the same stellar service throughout after they hook you into the contract I should say but no! I have a slipped disc and a 8 week old daughter with colic and a 5 year old and we live in a two bed flat, the only way I can lay comfortably is in bed or supported. Y the sofa in order to help with the baby. Anyway we put the old sofa out the night before for an uplift and ready for the new one with nowhere to sit the night and most of the day before as you've no choice who has the room and they don't remove your old one. So the delivery is trackable all day and they say that if you want to change or anything that you will pay a surcharge of £99, the delivery team according to the tracker we're on course to deliver all day and then suddenly at 6:20 in the evening 3 hours and 25 minutes into are time slot the guy phones and tells us sorry not gonna make the night the customer service will call within 24 to 48 hours to rearrange. Oh my God you can imagine the disbelief, I begged him told him my circumstances and got no empathy from him at all just monotone repeating the same thing sorry mate can't help you. Bare in mind that at this point the phones are all off at customer service and delivery so I go into store and tell them they send a big email and the couch comes the next afternoon, a day too late in my opinion but if it was all there I have said I could have just been a unhappy disgruntled customer and moved on but no they finish try to leave and I say where is the footstool/ coffee table like 7 hundred pound it cost and they say aw we'll check the can, no nothing there again someone will be in contact with you through customer service, fast forward to today 2 days after and they say that it will be delivered earliest Sunday ,again i explain this isn't good enough we signed a contract and they should uphold there end. There is a complete lack of communication with us and between the store and the depot for deliveries, they will not give me a way to complain to the head office or someone higher I'm met with a brick wall every one says they will raise the issue, passing the buck I don't feel there has been any accountability for what they have put us through mentally and were meant to just like it or lump it. I should say that they say they will cancel the delivery fee of 99 pound and that's all they can do but I have said that I don't care about the money I want to complain to the most senior person I can and be heard and get an apology from them and also just to get it sooner but no sorry Mr ali there is nothing more we can do and we're not a compensation company one lady from customer service said today on the phone, absolutely disgusting. Bottom line I will never shop there again and would advise anyone else not to regardless of the way they make you feel in store like first class on a plane, they outsource to a delivery company that doesn't know the head from there tail, completely incompetent . It all stinks and I'm gutted absolutely gutted at what they have done”

Posted 7 months ago

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Sofology is rated 1.2 based on 1,630 reviews