Sofology

If there was a ‘0’ star it would get it. This is the worst company and customer service I’ve ever encountered. Ordered the sofa because it was ex-display and advertised 2 week delivery time. 5 week delay on the 2 week promise - so far!! 3 no-show deliveries. Paid money in full. They damaged the sofa in their warehouse so it didn’t make it onto the delivery van. No contact from them. It was the delivery driver that called and said he had my paperwork but no sofa on his van. Was about to ask for money back but they miraculously found me another one and arranged for it to be delivered the next week. No show again, no contact. Third delivery date has been and gone today. Each time I’ve had an email with a specific time slot but I honestly believe they have no idea where my sofa is or when they will deliver it to me. Called over 8 times. Each time with an hour’s wait on the phone. Been to store 3 times. They are not empowered to help you at all! So stressful and absolute shambolic system they have. Would never recommend to anyone.

Hi We bought an ex display sėt that We were told will be checked over and come to us as new, when it came the foot stool was broken hinges falling off and gas struts bent , told them and they said as it’s ex display you can’t have a replacement just £50 quid back or a repair , as I am a joiner it’s not repairable so looking further at the quality decided to ask for refund , so no probe they took it back , but as we don’t look at our front door very much or use it the delivery drivers smashed the shapeless foil of my white pvc doors , so watched the next chaps who came to collect and they were fine , we excepted £150 for the damage just to say bye bye , then 3 weeks later the first payment of finance has come out , so now chasing for a refund for furniture returned, looking back at our experience with the actual store when we bought it should have warned us away , as the sales person agreed a cost with us then when we got to the till to pay the cost went up over £200 , so we ended up walking out and buying it direct on line instead and got it for the cheaper price, I would say stay away as the quality does not look good ,

Worst service ever!!! Bought a sofa from Sofology Giltbrook on 20.9.20 was told it would be removed from the showroom on 22.9.20 and delivered as it was clearance- sofology terms and conditions state I have to ready to receive it with 14 days!!!! ) we were sent a link to an online account ( didn’t work) we heard nothing!!! Tried phoning multiple times ( no answer) went back to the store 29.9.20 -My furniture was being sat on by customers in the store -spoke to Lewis who tried to help - but couldn’t give an explanation why my furniture was still in store and still being used!!!!!! He tried phoning customer services after 30 mins got to the front of the queue! But customer services couldn’t get through to the Sheffield depot ( no one was answering!!) I quoted sofology terms and conditions and asked if I could collect from store - I was told yes but to go to the store the next day, the next day I was told that my furniture had been picked up and was on its way to Sheffield!!!!!! This is past my house which is 2 miles away from the store- I eventually got through to the depot to be told it wouldn’t be delivered till a week on Thursday — I am not holding my breath there service, communication and ecological standards are so far below expected I am amazed they ever make any money

My brand new sofa has a problem with the incliner and I have been told that it will be between 10 to fourteen weeks to get fixed .i wish I didn’t bother spending my hard earned cash this firm are all smiles and very professional when taking your money they forget to tell you they have a backlog of customers waiting for there problems to be sorted out.

Bought sofa from Farnham store and after delivery the cushions have a three inch strip of discoloured area all the way round where the side cushions are. Sofology sent Rep who took photos. Their reply ...as no structural damage they accept no responsibility. They have suggested we pay £67.50 x 2 plus £15 delivery for replacement cushion covers! For a suite that has been in our room for 2 weeks. How can they say it’s light damage as discoloured areas are covered by cushions. Absolutely disgusted. Don’t know what to do we are OAPS and feel let down by their response.

Do not buy your sofa from Sofology or DFS as they are sister companies.I bought my £3600 sofa after six months the feather filling in seat cushions are coming through fabric,back cushions are flat.Priority team phoned and told me it is not their problem and I should pay for upholsterer to come and restuff my furniture.When I was in store they told me I would not have to worry about any problems with stuffing and cushions as Sofology furniture is made to high standard I told the person on phone this and she informed me that whilst in store I should always double check what salesman is saying by going online.So you lie in store and that's alright as I'm stuck with £3600 sofa I can not sit on.Do Not Buy your sofa from Sofology.

After waiting a total of 14 weeks for our new 2and 3 seater fully electric recliners . You can imagine my disappointment and horror to the poor quality workmanship . I will not go into detail yet as I’m awaiting their technician to attend in a few days in order to check the condition of the seats and the accsessories fitted to the sofas , All I can say is this was not a cheap purchase £4000 to be exact and to be honest I could’ve got much better second hand , the sofas look like they have been sat on for months , inlays are poorly positioned and so on . It’s not the sofa of dreams it’s a f****** nightmare , once the tech has been and did his report and if I’m still not happy with his findings I will post pictures of this so called quality craftsmanship . Please take note of all those other bad reviews as they are all very true . I’m just sorry I didn’t read reviews before hand , my wife just won’t stop crying ? She is getting nowhere with the customer service , Sofology u should be ashamed of yourselves !

There customer Services is none existent. Sofology give you an account to track your order, this tells you nothing until the day of delivery when they call you, therefore this function servers no purpose to an end customer (looks good at point of sale). Sofology have an on line chat service on two occasions no response for over an hour, gave up. Wrote them an email, their response was we will respond in 70 hours, 8 days later no response. Tried calling their service desk eight times on three occasions actually got though after 45 mins wait, then got transferred then cut off. This company is a joke when it comes to customer services. Fortunately I purchased via a credit card & will be taking up via credit card company to receive a full refund & will be taking this up with trading standards. As per other threads their Trustpilot score is all geared to instore experience. They are hiding behind COVID as an excuse, poor excuse they can set up helpdesk workers remotely. Advice avoid

Please please go elsewhere, yes good in-store experience then it all falls off a cliff. Absolutely shocking quality and I mean shocking and as for customer service speechless. Please save yourself a world of hurt and buy from someone else☹️☹️?

Never order online - always use the store directly. We ordered our sofa in June. It arrived in July with half of it missing. Hold times to customer service were about and hour. We went back and forth for over a month whilst they ‘looked’ for the rest of the sofa. They could not provide us with a replacement as it was a clearance item. We chose another sofa from the clearance. This arrived in October but was 2 parts of a completely different sofa which didn’t even make a whole sofa. Currently trying to organise collection. Hold times are still long and I have been cut off 4 times today on getting through to an advisor and telling them my name and address. I do not think that’s a coincidence but rest assured I am being very polite. I cannot stress enough that you should buy in store and not online. That way you’ll have somewhere to go when things go wrong. Even the delivery men who were very lovely and apologetic each time, said don’t buy clearance items as this happens all the time!!

Was panicking after reading all these reviews. Had our emperor sofa delivered a couple of weeks after estimated delivery date and its absolutely beautiful. Delivery men were lovely. So happy and relieved

Bought a spring fixed cushioned sofa 2 yrs ago it was never right from the beginning part of the lower back cushion on the left hand side looked like it didn’t have as much filling like the right side, we complained to sofology who at the time wasn’t very helpful, they did eventually send an upholsterer to refil back cushion and also a seat cushion on left side which was saggy. Because all the cushions are fixed the sofa had to be took to pieces to refill, I have to thump the cushions every night otherwise we would be sat on pancake cushions, we was told because it was a sprung filled sofa it would always keep it’s shape this is not the case so now 2yrs down the line I’ve had enough and the £900 sofa is destined to sofa heaven and are in the process of going back to a previous large store to buy new again, I wish I’d noticed the reviews 2 yrs ago then sofology wouldn’t have got my hard earned cash, so my advice is give Sofology a miss!!!!!

PLEASE PLEASE do not buy your new sofa here!!!!!! Purchased a leather corner settee last JANUARY for delivery in April.No show.it finally arrived in JULY but the wrong colour.Rang to complain & was told it was our fault for not checking the paperwork for what colour the sofologist had written down.To get the right colour was going to cost us a other £532.We reluctantly paid because of all the stress it was causing & waited another 3 months.On October 3rd the settee arrived but the delivery team who removed our front door handles for access did not replace them properly &this caused our lock to drop my key to snap in it when I was going to collect my partner from work.We were locked out!!!!phoned the delivery team who said "what do you want us to do".it was pouring with rain & had sit in car trying to get through to customer services.After trying for a couple of hours decided to call at nearest branch as phone battery was running out.Was told to call a locksmith & they would refund me the cost.another hour later at a cost £65 I got back into my home.& low & behold my partner noticed a leg on the settee was bent in & the stitching FAULTED.So 10MONTHS on & still not got what I ordered but so far over £2000 paid to them.Customer service is the worst I have ever encountered.offer of £50 as a goodwill gesture.what an Insult....ongoing!!!!!!!!!!!!!!!!!

Went into the Farnborough store yesterday. Would have brought a sofa had I not been ignored and blanked by every sales assistant in the (very empty) place. Boy am I glad I didn’t spend the £4000 plus I would have done yesterday having read these appalling reviews. Phew I dodged a bullet for sure! I’ll be spending my hard earned money elsewhere! Thanks to all who have taken the time to leave a review. I’d just add that the salespeople can’t even be bothered to talk to you in store now when you want to make a purchase. Maybe they are doing the world a favour by not actually selling their substandard sofas!!!

I bought a sofa and armchair 3 weeks ago. As soon as l've received,I noticed some issues like its metal rust...) the carrier reported to the customer service,so Ive still waiting for sending the metal.after just 1 week my sofa lost the shape and it is sneezing!! I quite disappointed,so again I reported to customer service.They called me and said that they will send me an email for sending issues picture! Now ,after 3 days I have still waiting for the email! Please let me know what should I do with £3000 sofa which I paid by cash!

So,so dissappointed with my sofa from Sofology and if I could they would have no stars at all.I ordered the top of the range Palm Sofa at a cost of£6,000.I had seen the ad on the tv with Owen Wilson and thought it looked amazing and decided because we have a large room it would look great in there.I didn't go see it first in the showroom as due to the covid thought it would be better to order it online and thought at that price it would be fine.Oh what a mistake I have made !! On the day it arrived we noticed the to middle cushions looke slighly creased after sitting on them and thought it was maybe they had been stored in a warehouse with maybe other cushions or something with weight on top of them and if we gave it a few days they would maybe fill out and look better but no the more we sat on them the saggier and creased they looked and it looks like we've had the sofa for years.I contacted Sofology where they recommended watching a video on You Tube on how to dress the sofa.This involves having to take each of the 4 cushions off which are each the size of a small sofa and very heavy and awkward to hold as well as then shake up and down.Also there are the 22 smaller cushions all the way round the sofa that have to all be removed to do this.When my husband tried this yes the middle cushions looked plumped up and like you see in the advert but as soon as we sat on them again they went back to looking creased and saggy again,so I contacted Sofology again who said they would send a technician out.Two weeks later he showed up and agreed with us they looked bad and took them off to plump them up but said there was probably nothing they would do because even if you got some more cushions they would just do the same thing and its just how they're made.He said as well what they do in the shop when customers got to look at the Palm is direct them over to a sofa half the price and talk them into getting that so people think they're getting a bargain.He sadi The Palm is just a show sofa ! Anyway within the day I received an email from Sofology saying their technician had found nothing wrong with it and so the case was closed.I was fuming and contacted them again saying it definately was not closed and what were they going to do now.They said all they could do was to get an independent company to send their technician and if he agreed with them that would be it.He came out to see us yesterday and sure enough said although yes they look very creased its becuse they have like a pleated line down the interior of the cushion which is abit like a duvet and this is to stop the filling moving about and there is nothing can be done to stop you seeing this as thats just what they're made of.He suggested maybe going to a reupholsterer to get all foam interiors put in but it will be expensive !! So there again he put his report in and today I got the same emai saying nothing wrong found with the sofa and so the case is closed.I have just written back to them saying I want them to pay the cost of having to get the cushions done again or I'll be taking it much further.After reading everyone's bad comments on here I;m sure it won't do me any good but I have to try as its unbelievable that they can make sofa's like this which unless you dress them everytime you sit on them they look like you've had them years and not 5 weeks like ours.My advice to anyone reading this is don't buy from Sofology as your just buying rubbish with no good customer aftercare !!!

Simply, I want to confirm all the bad reviews already made from other customers. I just wish I had seen all these bad reviews before to buy the sofa. I feel so very disappointed as buying a sofa whilst purchasing the first property is something that definitely I wanted to get right. The frustration this company causes to many people that ended up buying a very poor quality sofa, spending money and not being able to sit on it, (since it becomes very uncomfortable within minutes), is not to be undervalued. You end up in the situation where you do not have the sofa as expected to be, you have spent your budget and you need to get rid of this almost new sofa and buy another one. I thought about it and decided to write their customer service explaining the problem and trying to rectify it. Well, it appears that it not their fault but it is my fault because I do not do the daily maintenance required. What? I live on my own, I just bought it a few months ago and I do not even sit on it as too uncomfortable and they tell me that I do not do the daily maintenance? I wrote them again and I am now waiting for the technician. We will see! I may write another review afterwards. Sofas in the showrooms are not the true quality you will get and I will report this to the Trading Standards. I do feel the pains of all the companies as a result of the pandemic but my sofa was manufactured before the pandemic, as many other sofas of people doing bad reviews. Integrity and honesty are musts and I definitely do not think this company has any of those values. NOT RECOMMENDED!

This is the most appalling customer service I have ever experienced. I bought a clearance sofa through the clearance phone line. All appeared good and the sales man was helpful at the time, however the process turned bad very quickly. I was told when placing the order that it would be delivered within 3 weeks, which I was happy to wait for. However, when contacting the delivery team after I made the purchase to enquire about a delivery date, I was told the sofa was ready and could be with me within 2 days. At this point I was very pleased, looking forward to having a sofa. I booked time off work to stay in for the delivery on delivery day. When the truck arrived I was told that it wasn’t on the back of the lorry. I asked why this was the case at which point they told me that they don’t know. They told me someone from customer services would contact me. I was relying on this sofa to arrive as I don’t have a chair to sit on at the moment as I have just recently moved to a new property. When speaking to the delivery team on the phone, they told me they already knew that the furniture was MISSING and they forgot to contact me. In short I waited In for a sofa that was never going to arrive. The staff member from the delivery team wasn’t helpful at all and just passed me to customer services. I reiterated my dissatisfaction with the customer service agent. They could not explain to me where my sofa was and why it was missing. It was not sold, they just couldn’t find it! I have never experienced this before. I was told by a member of customer services that the only sofa in that range that was available is £300 more, however I would have to make up half of that if I wanted to order it.In essence I would have to pay for their mistakes and negligence. That was apparently their gesture of good will! I also lost leave from work which I cannot get back. Please do yourself a favour and go elsewhere for your furniture, it will not only cost you your time but also your money!

Got my sofa delivered this morning at the time I was told. In addition the delivery driver rang me when he was 10mins away. My experience from start to finish has been excellent. I was extremely worried after seeing so many negative comments on Facebook and here. Thankfully, my sofa arrived on time and it is beautiful x

Its a big company so they don't care about a few bad reviews or experiences. All about numbers and money for them... Don't care about their customers at all. We have waited over 14 weeks and have been told its another 4 at least until we will receive our sofa when we were told the lead time was 4 weeks when the order was placed!- Bought a new house beginning of the year and have had no furniture.

I will never recommend them or use them again .