Sofology - Support Centre Reviews 237

Paul from the direct sales team was so helpful and efficient. He made the ordering process a dream!
Can’t wait for my Georgio sofa to arrive 😆

I don’t normally post personal content on here but Sofology what’s going on !!!!

In 25 years of sales and customer relations I’ve never gone from thinking what amazing customer service to that has to be the worst experience in retail I’ve ever experienced.

In the store we we had recently spend thousands not on finance the sales team where so helpful with my request to exchange for a better product however the store manager only words where speak to customers services I can’t do anything … that’s your store manager people.

Then I call the number he gave me and the tone and the way I was spoken to I could of been interrogated by the police in a better more understanding tone and support and then he puts the phone down on me.

To any higher ups at Sofology I think some training and coaching is needed BADLY !!!

Won’t be going back again

I've asked Sofology for a DSAR and final response with reference number and they're just ignoring me. Keep trying to close my query and clearly hoping I'll go away. This is a replacement sofa from them after the first one was shocking and have further issues now caused by 'friction of fibres' that they're saying isn't a fault because 'this is a known feature of chenille'. Unable to answer why, if this is known, they're making their sofas out of this. Trying to claim their sofa is 'nothing to do with the fibres bobbling' despite the fact that friction by definition requires TWO objects rubbing together, one of which is the sofa, so fail to see how it's nothing to do with it... the other item is regular clothes that I wear in which to sit on my sofa. Absolutely disgusting customer service

Sue was very helpful both speaking to myself and my partner, very professional

If I could give zero stars I would. Never experienced such disgusting after sales service. Sofa was delivered damaged so I didn’t except it. All legs and leg blocks were broken. Was then told I had to except it or cancel order and once redelivered they would repair it. What company supply’s damaged goods??? The sofa bed was over £2000 and I needed it for Xmas so had no choice really than to accept this. After complaining I had staff promise to call me back and didn’t, wouldn’t respond to my emails and then after 5 weeks of lots of calls and emails they offered a refund of the delivery charge or collect sofa and give a full refund. They made it very clear that was a final offer and couldn’t care less about the service provided. I had to take 2 further days off work unpaid for the redelivery and then the repair of the sofa. I will never use this company again!!!!

Hundred percent customer value wonderful company to deal with thank you

Can't create account, contacted support and all they did is say "Oh weird, I can't on my end either..." MAYBE INVESTIGATE AND FIX IT?! HOW ARE YOU EVEN DOING BUSINESS?

Abysmal unacceptable non service from SOFOLOGY , paid in full over 2 months before delivery . Chair arrived in a disgusting filthy state . The delivery guys were in agreement and took it back either them . We now after nearly a month and promised full credit immediate , apologies wasted time still not received our credit 😡. Avoid this overpriced 1/3 rd rate company Now they have the audacity to reply on Trustpilot after half a dozen emails and phone calls to this exact address 🤬

First Sofas were sent back after awful stench of toxic fumes which were poisoning my house which led to hospital admission to treat pneumonia caused by a fire retardant the manufacture was trialling FORMALDEHYDE also used to embalm bodies!!Credit note offered after lot of hassle & sofa removed out of my house, new sofa ordered & promised that chemical was no longer used. Delivery promised in 12 weeks 4/12th still no update. Was told twice the sofas were in local depot waiting to be delivered then to be told they do not know where my order is. Requested a call back from manager at least 10 times, I'm still waiting....call received after making this true review & have been told sofa will hopefully be here end of January!!All promises broken & Christmas ruined 😡 Now waiting for refund

There was a delivery mistake which should have been easy to resolve, but after 2 calls that went unanswered and an email sent, all I get is an email telling me to call the number that doesn't get answered. I'm very disappointed in their customer care after purchase.

Went to the Gateshead store picked a sofa went home measured the wall it was going on went back told them how long it was to which the guy called Dave said oh yes that will definitely fit it got delivered today to find that its far too big so rejected the order rang customer service they were rude and unhelpful when I said I have kids one who has chronic kidney disease and they said that's not our problem worst company ever leaving myself my daughter and my disabled child without a sofa and then tell me if I want a different sofa I have to pay a fee of 900 quid absolute conartists

I’m actually at a loss of where to go with chasing my sofa. Constantly getting fobbed off and everything is a wait of 72 hrs from a call back to screening of sofa from delivery network to being given a date. We ordered on 22 September with a guarantee of Christmas delivery and no one can tell us anything. Put two complaints in and am now waiting 72 hrs for a bloody call back with only 2 weeks until Christmas. Terrible company and service

The initial process of buying our sofa was a good experience. Since then when my sofa was delivered incorrectly, it has been an absolute trauma to try and get to speak to people, emails ignored and we are 6 weeks in and I've still not received the rest of what i ordered, which i may add went to another customer, so therefore I will be receiving secondhand goods. Still not resolved, still emailing, still calling, been back to the showroom and yet nobody really cares.

I ordered a sofa (£4299) in August, I put down a large deposit and took advantage of the 0% finance on the balance. Sofology contacted me to 2 weeks ago to let me know my sofa was ready for delivery, I confirmed a date of 27th November. I received a text from Sofology on the 25th November asking me to book the delivery, given my delivery was already booked, I called Customer Services who advised me that my delivery was cancelled as there was a £2k outstanding balance. I told Customer Service that the £2k is funded by the finance agreement and they said “you don’t have a finance agreement” to which I responded “I do, I’m sitting here reading it”. Anyway after spending about 2 hours on the phone to Customer Service, it transpired that Sofology had attached my Finance Agreement to a previous order by mistake. Naturally the Customer Service team were unable to resolve the issue, so it’s been escalated to a Manager. I’ve had zero response from anyone in Sofology, I’ve sent emails to the complaints team and social media complaints requesting the error to be resolved quickly. Sofology have failed to deliver on their promise to respond to my complaint within 72 hours, I’ve literally heard nothing from them, every time I called Customer Services, I’m simply advised that I need to wait for a call or email, there is no accountability for an error that they have made. I have no sofa’s, no resolution and have lost all trust in Sofology. Up until this experience, I would highly recommend Sofology as I’ve ordered from them several times before. But my advice now is to completely avoid them.

Appalling customer services and dishonest delivery driver bodging the build of the sofa by forcing a large screw so hard into the frame of the sofa because the hole where the leg should be fixed did not have a screw receiver. The driver forced it so hard he snapped the head off the screw and left without telling me. Sofology have not arranged the replacement or made contact. Terrible company!!!

Sarah from the Online Sales was a massive help when it came to making the right choice.

Went into store and chose a sofa which after measuring up I ordered online. The sofa arrived and the colour is nothing like in store, I ordered a colour that looked light beige in store it arrived and looks light grey.

I phoned Sofology and was told by a very uncaring unhelpful person that the lighting in store is warmer which makes the colours look slightly different!!!

I am In disbelief that the customer advisor has admitted this - I was then told to change the sofa I would need to pay £1049 up front. To return I would need to pay £1258.

I will NEVER buy another sofa from here again

From start to finish an awful experience. Purchased in 2021 largely out of desperation as wait times for sofas in covid were insane and I was 5 months pregnant sitting on a beanbag chair after moving between lockdowns! Ordered two sofas but due to stock issues had to accept split delivery dates which was a nightmare from start to finish,
Was given a delivery date in the past! And spent hours and hours on hold to their helpline trying to sort it. Ended up emailing the CEO i spent so much time trying to sort all the issues. Sofas were dreadful quality from the start but with a baby on the way i had little choice to keep them. The material looked cheap, cushions sagged after a few months, now 4 years on I am getting rid, they are so uncomfortable sagging, cushions seams misaligned. You’d think these were 15 years old not 4 (my mums 20 year old laura ashley sofas are in better condition) i wouldn't say we are heavy users with only 3 of us in the house and no pets. If you have any other option please don’t use this company - they are disgraceful!

Ordered 2 Astoria sofas in July was told delivery would be 6/7 weeks ,had 3 msg to select delivery date but they are constantly changing,all you get are emails saying they are sorry when you complain if they can’t supply goods I want a refund.

Absolutely no use in giving these people a call. Just get the 72 hour wait time for someone to call back. Delayed sofa due partial items missing. Made to feel as I shouldn't have an issue, even though my delivery was confirmed and now left with no sofa for the foreseeable. Two kids in house and Sofology customer service (Charlotte & Michelle) dont seem to think I should have an issue with this predicament we have been put in by buying a sofa from them. I would steer well clear of this company. Customer service agents clearly do not care and for there to be an initial pre-recorded greeting on call stating 'They promote a happy atmosphere' clearly proves they are not shy at receiving calls from frustrated customers.