Sofatime

Abysmal experience with a side order of cynical customer-blaming tactics. Ordered a sofa from this branch and five months later the delivery arrived—it was the wrong orientation, the opposite of what we had ordered. The delivery guys—who were very nice—said that they couldn’t take it away, that ‘customer care’ would call. Predictably, they did not, so we followed up and thus ensued a week of hell, dealing with toxic, customer-blaming, off-the-script, computer-says-no helpline and in-store people. This was not an impulse buy; we measured the showroom model carefully and ascertained that the size and orientation was a fit for our lounge. Yet—repeatedly—we were accused of having ordered the wrong version and of ‘not checking the docket’ before leaving—apparently the onus is on the customer to decipher the alphanumeric code that represents your purchase at the POS and flag any errors that the staff have made (for example, entering a couch with the opposite orientation to the one you asked for.) Eventually we settled for the showroom model, which is the correct orientation (we had asked 5 months previous if they could sell us this, but it was ‘not allowed’.) Perplexingly, the staff remembered every detail of our original visit, except for the bit where we asked for the floor model—a request that validated our position that the wrong orientation had been entered. Anyway, here we are sitting on our used couch we waited 5 months for and paid full price for, no apologies, no discount…just bitter memories of dealing with a shoddy, unprincipled company.

My mum has been waiting forever & a day for her sofa to be delivered ! Absolutely no communication from sofatime Coleraine! When my mum phones to find out what's happening, she is promised that someone will get back to her but no one ever does! She has been given several dates & times but it feels to me like they are picking dates out of the sky! I will be purchasing a new suite & I had planned to purchase it from sofatime but I will absolutely go elsewhere!
It takes 30 seconds to send an email to a customer! it takes 2mins to make a phone call & let a customer know what's happening! Really very poor customer service & very damaging to a business reputation!

Really disappointed with the service I am experiencing. I ordered a sofa in May from the Boucher road branch. I was quoted 8 weeks by several staff members on when it would be delivered. This was the only reason i bought from Sofatime- their lead times were much shorter than other stores.
Sofa was due to be delivered end of July. No one called, so i called them, to be told it would be delayed by 6 weeks.
I called again today (6th of sept) after being told it was due into their warehouse this week. I was told the sofa has not even been made yet and will be in their warehouse next week. Going by experience I'm sure this will be delated further and no one will tell me until I call them myself.

I feel like Sofatime quoted 8 weeks and knew this was unrealistic as its coming up to double that time and the sofa has yet to be made. I am starting to think it is all a scam and the sofa will never appear. Terrible experience, as a customer all i ask for is transparency when ordering an expensive product. Time and time again Sofatime has been anything but transparent.

I bought a sofa (after I had already bought a bed) and was told it would be delivered in the morning time of the 26/7/19 as I had a 12 hour shift I phoned at 12 asking where my sofa was to be told it’s 100% coming today by 5pm after a few calls I was on the phone to gail the manager to be told it wouldn’t be here until Monday. Meaning I lost out on a 12 hour shift in work and had to pay a guy to remove the old sofa on the Thursday evening. This cost me a lot of money and management did not know why my sofa was not here on the delivery day and had nothing to sit on all week. I will certainly not be recommending this company to anyone

Just ordered and bought a Brooke (Kingston) 3 seater sofa and 2 recliners from Ryan in your Bangor store!

Ryan was Amazing. Excellent customer service skills, top banter and he supports Man U football team, so it was a no-brainier!!!

Thank you

Sasha!

First class service came in set up my sofa where we wanted it and cleaned up after themselves couldn't of ask for any better 5 stars

Me and my partner were recommended by a friend to visit after her own impeccable experience when she purchased her first sofa so we went and visited there first! As soon as we walked in we fell in love with the first sofa we’d seen. Declan in the Newry store came over and and was only too pleased to give us a hand! We were sold on our first choice but decided to at least have a look elsewhere but in the end we were drawn back to our first choice at sofatime. Declan never forced or rushed us into anything and we were sold on his fantastic customer service so much so in fact we will back for beds etc in the near future! 10/10

Gail in store was fantastic, she answered all of our questions really well. Massive credit to the twan

Excellent customer service from store manager, Jonny. Great prices, very accommodating. Will recommend and use again.

I believe the assistant gave me misleading delivery information to secure the sale and now find myself making numerous calls ti ascertain expected delivery

Was served my Tanya and she was really lovely and helpful but forgot to mention that you only have 24hrs to change or cancel your order and there would be a penalty charge of 20% of your order which was ever stated during our time in store we where told if we put a deposit down that day we had 3 months to change our minds which we did based on that information not 24 hours which I think is outrageous as you should be allowed at least 14 days to change your mine seeing as we won't be receiving are sofa for at least 5 weeks.
We had to change our order as we ordered a footstool and after going home and measuring the room we realised that we had no room for the item when we went back to pay the full amount we where then informed about the penalty which we weren't happy to hear Tanya did contact head office via email that day about the change but since we didn't hear anything back I rang the shop the next day to find out what was happen and was lied to my another member of staff who told me that head office don't reply back to emails until after 12pm due to "morning meeting" so my partner rang customer service and explained what was happening we where told that the staffs advisor had lied about the so called morning meetings and the girl rang the supplier who said it was fine for us to change our order so lucky enough we weren't charged the penalty.

Before purchasing our sofa we visited the store a few days previously. The advisor 'Mandy' was very attentive and offered excellent advice to us.

We mer stephen in ballymena store, he was very welcoming when we came into store to have a look for suite, he was very helpful in answering our questions and this made our decision easier to do business

Ordered sofa start of October and wont get TIL January... all other companies still guaranteeing before xmas

Carol the sales assistant was brilliant and very customer focused, there was an issue with processing the credit and she went above and beyond to sort it. Very easy process .

Very helpful staff member (Terence)great sales pitch, very knowledgeable abut all his products

Shop assistant Darrell was excellent he went above & beyond to help me couldn't praise him enough

The young lady who served us understood that we couldn’t take delivery in the seven week slot as we were away but that we didn’t want to lose the reduced price so she set up the sale so everyone is happy

Declan, the sales assistant, was extremely helpful and helped us to decide which furniture to purchase. We recommended the store to my parents, who came and purchased their furniture an hour afterwards.