Sofology - Support Centre Reviews 

Don’t be fooled with the service in store the FACTS are this company is a total joke 7 failed deliveries later and still waiting for a sofa ordered in MAY can’t get hold of anyone on phone email or live chat or social media a total joke

Awful customer experience, Original order placed easily, but once you have signed the documents, downhill all the way.
Never experienced an unsupport service like it! 4hr Queues are normal to "try" and talk to someone of they don't actually cut you off.

Ordered a sofa and chair, in August and promised it will be delivered before Christmas. Just had this email , it was due for delivery today,

We wanted to let you know as soon as possible about a delay to your sofa order, as we now know that your order will not arrive before Christmas. Unfortunately, due to well-publicised UK port congestion, the shipping company that is transporting your sofa have had to divert some ships, including the one transporting your sofa, to mainland Europe. Once they arrive, your order will then be placed onto a smaller vessel and shipped to an alternative, less congested UK port for onward transit into our delivery network.

We know that you have been looking forward to relaxing on your new sofa, but due to the uncertainty around transportation we are unable to give an estimated delivery date. We will now contact you once your order is received into our warehouse network. We are in contact with our transportation partners on a daily basis and, should circumstances change, we will be in contact with you.

We understand that this is disappointing news and we apologise, however the situation in the global supply chain is currently affecting us as well as many other companies across various sectors.

Our customer service lines are extremely busy at the moment with wait times in excess of 90 minutes. Our customer service teams have no further information, other than what’s included in this email. Unfortunately, we only have restricted information available to us until your order reaches our network - once we receive it, we will contact you immediately to arrange your delivery.

Please don’t sell or dispose of your old sofa until we have until we have contacted you to arrange your delivery.

We are really sorry for this delay and thank you for your patience.

Kind regards,
Adam Smith
Director Of Customer Service

What do I say ????????

Awful Service - Avoid them at all costs!

Ordered £8,000 worth of Sofa's back in May. Understandably, due to COVID the delivery date was pushed back. I understand why this is, and had no problem with it. Date was then pushed back a further 3 TIMES.

Finally, I got a call, delivery will be 17/11/2021 between 7:30am and 10:30am - brilliant - so I get rid of my old sofa the night before, ready for delivery.

Delivery does not come. Calls to the helpline "Over an hour wait" - you wait, no one answers. So I try web chat "Under an hour and we'll be with you" - 2 days later, no reply.

Tried calling the Solihull Store where I bought the Sofas - rings out, then disconnects.

This is absolutely appalling Customer Service. I have no sofas, I can't get in touch with Sofology! Would give less that 1 star if it were an option!

Possibly the worse customer service experience i have ever experienced.
I ordered a new canterbury sofa and chair earlier in the year. First new sofa in many years so really excited about it. It was delivered in July and the chair was damaged. After weeks of trying to get it replaced (we need to send a engineer to look at it) they finally agreed to order a new one for me. This came through earlier than expected which was good but they cancelled the first delivery half way through the day it was due to arrive. Another delivery date was sorted and the delivery company came to the house to take the damaged but did not have my new one. I asked them to leave the damaged chair with me until the new one arrives. Again after around 2wks another delivery date set and guess what, yep you got it, delivery man came to take the damaged one but did not have my new one. I have called, emailed, called, emailed and no one is coming back to me not even the sales manager of the store i bought it from. I will keep calling and emailing and will speak to the office of fair trading as this whole experience has left a very sour taste in my mouth and i am so upset i just want to get rid of the sofa and chair and go elsewhere.

Awful company. Ordered corner sofa and armchair in May 2021 due to be delivered beginning of September. Salesman very helpful and professional said the 14 week lead time factored in the current issues with Brexit, COVID and haulage. 26 weeks later no furniture, no communication, and no reassurance that my order would ever be delivered. Safe to say I cancelled with a full refund and 6 months of my time wasted dealing with these clowns.

My issue unfortunately is still ongoing, we have had major issues with this company, the customer service is shocking we’ve had 3 sofas in 3 years due to manufacturing faults the last sofa we had wasn’t what we ordered after waiting over 3 months for it, we ended up just taking the refund when we were giving the option of replacing it or refunding, I’ve called around 30 times to get some sort of resolution waiting over 3 hrs each time to speak to someone being told a different excuse from each advisor no one taking ownership of my issue, sofology came and collected my sofa and as yet we still
Haven’t been refunded when I call them
They said my refund would be processed in 10-14 days it’s now day 15 and I was on to them last night for 4 hrs and was told one of my chairs that was taken back at the beginning of October wasn’t scanned in so that’s why they haven’t refunded me but they replace the sofa at that time so how can they send a new sofa if it hadn’t been scanned in but they can’t refund me? Again not out issue that someone hasn’t scanned in our old sofa? It shouldn’t delay our refund!! We can’t buy a new sofa without our refund u have over £2000 of our money and won’t give it back to us so we have 2 young children no sofa to sit on over Christmas and no refund to get a new one at the end of last nights 4 hr call I was told a manager would call me back on Friday I was promised this on Thursday night it’s now Tuesday and nothing anyone know what I’m supposed to do? I’m actually at the end of my tether i ended up in hospital with a severe anxiety attack an hour after I got off the phone with them last night and I honestly don’t know were to go from here

Do not buy from Sofology!!!!

Wanted to put no stars, but there is no option. Paid upfront in July 2021 for delivery in September 2021. Changed our minds on the chair and rang up to change in the advised timescale of 24 hours. This changed the chair delivery to November 2021, but sofa still in September, we were okay as all would be delivered in time for Christmas. Waited until chair would be ready for delivery and rang to arrange one delivery to help the delivery team. Waited for over 2 hours on the 0344 number and arranged delivery. Sofa arrived, but not chair. Rang and waited 2 hours 20 mins on 0344 number to query why and arrange another delivery. Yes you guessed it it didn't arrive!! Just been told after spending over £100 on calls and time spent waiting in queue that the chair has 'gone missing 'in the warehouse, so will have to be re ordered and will be 20 weeks wait......34 weeks really from original order date. All at a time that I can do without the hassle and wasted time chasing the order. It's now 26th November and chair has been located in warehouse, but because not on booking system to deliver, no updates from them just me ringing up again. Two advisers have sent emails to get this resolved....and yes you've guessed it still no chair!!! Could not make this up

1 star review purely because I can’t leave 0 stars!!

Don’t be fooled into thinking this is a high end reputable company and therefore a good customer service team because this company are a SHAMBLES.

Ordered our sofa on sale so we didn’t have to wait 22 weeks for delivery. When it arrived we put it together the following day to realise one of the terminals was missing! We phoned (and were on hold for 1 hour plus) to be told to take photos of the sofa to prove there’s a part missing (strange request?!) and they’d sort it out. I sent the photos in response to the email to receive no response for over a week. So I tried phoning again (on hold for 2 hours this time) to be told they were looking into it with the depot as the terminal was missing!?? And that I would hear within 2 days.
1 week on and still no response, worried we may never get the terminal I phoned AGAIN but this time I was on hold for 3 hours!!!! To be told I was in touch with the wrong department, she also told me that they wouldn’t give any good Will gesture, if the terminal cannot be found then we either take a refund and they collect the sofa or we take a voucher for the cost of the sofa and contribute more to buy a brand new one! DISGUSTING. It’s not our fault they lost part of our sofa!?
I complained and was told a manager would ring me this evening at 6. They are now shut and I’ve spoken to no manager. I will now have to bite the bullet and phone again tomorrow to tell them to take the sofa back and cancel my monthly direct debit (and refund our deposit!) I want nothing to do with this robbing company!

Like others reviewers we have waited for delivery of a sofa for several months.
When a delivery does not arrive there is no explanation, just wasted time and frustration.

It is impossible to communicate with sofology due to the perpetually non-functioning website, lack of e-mail response and a phone system that terminates the calls randomly.

In short, abysmal customer service.

AWFUL SERVICE - THEY LIE TO YOU, THEY FAIL TO DELIVER THEY START YOUR FINANCE WITHOUT DELIVERING THE PRODUCT AND THEY DON'T CARE. Ordered in November 2020 for March 2021 delivery. Received mass email in March 2021 to say delivery date delayed and NO IDEA when it was to be received but to them contact re loan items. Contacted number to be told marketing shouldn't have given out this number and there are no loan items and no idea on furniture delivery date! Numerous calls and emails later I complained and complained and finally in April an escalated complaint gave me a number to call, and I finally spoke to someone who confirmed the furniture was in the warehouse - all except one item - so they weren't delivering everything because of this!!!! HOW STUPID. Then it got worse we're now paying finance for the item we've not received and there's no contact about the item we still don't have, and we are chasing and chasing delivery (whilst still paying monthly for it even though we dont have it). Finally in OCTOBER almost a year later someone responds to another escalated complaint. The missing item is scheduled for delivery. It doesn't show up, after emailing and calling them, someone rings to say the van has broken down but I will be called within 48 hours to re-book delivery and someone else emails within the same hour to say the van is just late - they are just LIARS. I'm still paying finance on the item and another couple of weeks later NOW NOVEMBER 1 WHOLE YEAR AFTER ORDERING AND AFTER PAYING FOR THE ITEM FOR 6 MONTHS and it's still not arrived and I've been calling and emailing and NO RESPONSE. No they didn't call within 48 hours as promised - what a surprise!!!! They are fraudsters they take money don't deliver and don't respond they should have their licence to sell finance in their stores revoked because they are not adhering to basic standards of quality. We are lodging a complaint with the financial ombudsman. I have tried every number I can find for this company to try to get someone to help me. I rang the direct sales team - because let's face it sales answer the phone and guess what, they said 'I don't have a name or contact for anyone who works in customers service' not one name of a manager? I would have to email others to ask. I stayed on hold whilst they emailed internally to get me a contact and everyone they asked in the sales team came back to say no sorry we can't give you a name???!!!!! How terrible, what poor communication, they are an AWFUL company and I feel sorry for anyone who works there in a customer facing role e.

Paul from Omni was very helpful and secured us our dream sofa! Perfect service and really took his time to talk me through every step. Thank you for your exceptional customer service!

What an appalling company. You order sofas, then wait the allotted time. Nothing arrives. There is no contact from the company. You try to ring them, but the phone just cuts you off. You email them and they ignore you. You message them on FB and Twitter, but there are so many people asking for help on there, you realise you’ve got no chance of anyone replying. What to do now? Any thoughts? I’m at my wits’ end. Use the Lounge Company if you want sofas. I bought one off them a few months back and they were fantastic from start to finish. REALLY wish I’d used them again.
Post Script
Don’t pay any attention to the reply from Sofology below. They are only trying to look concerned. I emailed as requested and two weeks later haven’t had a reply.

I am shocked by how many people are in the same situation as me. Supposed to be delivered Friday, didnt turn up. 3 hour wait on the customer services number only to be told she would need to speak to someone else about it, promised to phone back yesterday. no phonecall. this morning logistics phoned to say that it will be delivered next week so we will have been sitting on the floor for 10days by that point and reading reviews on here i dont have much hope it will be delivered then either. Totally disgusting company and service. Avoid like the plague. they need to be shut down doing this to people. They were quite happy taking the money in the shop!
UPDATE: We have now requested a refund and looking for a sofa elsewhere. The staff in the shop are super helpful and this is where the Customer Service ends. NO reply to their online chat, 3 different email addresses, Facebook, Instagram. Nothing. Before you buy from here, please look at Sofology Complaints group on Facebook. The amount of people who are waiting for a sofa after no shows and even the van has turned up to deliver the sofa only to find the sofa is not on the van! Please think carefully before parting with thousands of pounds. It has been a really stressful experience i wish no one else to go through.

I been waiting for nearly 19 week for my sofa to be delivered.
The weekend estimate dates is in November 2021.

I have trying call customer service many times and I have been waiting for nearly 2 hours on the phone finally the agent answer and of course no news and I’ll need to wait for the customer service to contact me to arrange a delivery date.
It’s getting too much now.
Please confirm when I’ll get my order.
I have been in new home and I don’t have sofa since I moved in 18 week ago. Now when I login show estimated delivery in anther 2 week 20 week waiting and no guarantee when I’ll get my sofa.
It’s shocking company how you operate in UK. I’ll escalate this matter very soon.

The showroom were very quick to take the money and place the order.

11 week wait time.

Delivery booked, time slot given and then.... Sofa doesn't arrive.

Phone customer service and wait 3 hours to speak to someone who claims it's a failed delivery and they will reschedule for a few days later.

Fails to arrive again.

I spent over 16 hours trying to get through to them on the phone, countless unanswered emails, tweets and messages.

Horrendous customer service who literally have zero idea what they are doing.

Eventually got a full refund but I am now without a sofa as my old one was taken away on the original delivery date.

Avoid like the plague.

I have Never dealt with a more incompetent company in my life absolutely no customer service at all sofa didn’t arrive after me getting rid of my old one and no phone call to say why so I was left with no sofa having to go elsewhere and wait another 16 weeks apparently you lost it it’s about time you were closed down so many people left sitting on the floor for months after being let down in so glad it wasn’t my elderly parents I will let everyone know not to go near this company

Worse customer service ever . My delivery should have been sat 30th October. Was cancelled by sofology
Very late on delivery day due to some1 hurting themselves. Its now 4th November and still waiting to hear when my delivery will be rescheduled for .not a word from customer service when I try to call waiting time is over 1hr and this is no matter what time or day. Wish I had read some of these reviews before I spent such a large amount of money with a company who does not value their customers . Very Very bad service I have had no sofa to sit on since .sofology does not seem to care . Would never shop with this company again .worst mistake ever . Would definitely not recommend .hope to get my sofa in the next few days . No harm in dreaming eh 😌 Very frustrating 😑

We purchased our sofa 18months ago on credit, it was sold as a premium leather sofa and was over £3,000. The sofa has rarely been used other than seating at night odd times to watch tv, this is all. no pets no excessive use and its 18months old.
A engineer came out today, he was here for around 7-8minuets? he got a cloth out, wiped the back of the sofa and the sides, gathered a little bit of dirt on a cloth, he then said in my 23 years of experienced, if you haven't cleaned your sofa in twice a year your leather will corrode?

I then asked him well he wiped the back of the sofa and the side of the sofa? Both these parts of the sofa are in immaculate condition and the leather has not corroded one single bit?

So why has it only got corrosion on every single seating area? we are a family of 5, 2 of my children are 7/5 and a new born baby.

This isn't one certain seat which is corroded, its every single seat? Its under 2 years warranty, still we are told by the engineer basically its our fault.

I Would also add, that after him giving it a good wipe, he had less than a small layer of dust on his cloth, this is just a excuse used to customers.
The leather us poor quality, we have owned leather sofas for over 8 years, this is a very poor company and this sofa was not a budget sofa, it was one of the premium ranged sofas?

If you cannot sit on a sofa without it corroding within 18months they should not be for sale.
I would also add we have cleaned this Sofa a lot more than twice a year, we wipe it down with a cloth and water regularly.

You are advised to use a leather cleaner to stop the leather drying out and cracking when purchasing a sofa, this is not what has happened, the sofa has completely corroded on all 4 seats.

The technician was absolutely useless, no point him even arriving, he turned up 7-8mins he had left telling us basically there's nothing he can do, even tho he agrees we need 4 new seat covers, said he will feed this information back to company.

Very disappointed, in future ill stick with DFS and the more reputable sofa brands, tried a newer company who are just churning out absolutely garbage quality sofas at premium prices.

We are now stuck with a sofa we owe credit on for another 6 months which ruins the image of our home and we have to now put throws over it.

avoid this company and stick with the companies who have been doing this for 20 plus years who are actually selling premium quality leather which wont dissolve after 18months of just sitting on a sofa.

I have added a picture in my profile pic, If I could add images I would show you the condition this sofa is in after 18months, from simply sitting on it, terrible.

3 hours in a telephone queue of 42 people.. when I got to number 6 they cut me off.. horrendous service! I have never known anything like this. Severely regretting my order