Sofology - Support Centre Reviews 242

Absolutely shocking customer service.
Sofa costing £3000 developed fault after 8 months .
The seat was sagging and had lost all support
Sent a technician out who said it was ‘usage’ I am a size 12 female, not a heavy person.
Wasn’t satisfied so sent several emails. Each email came back with a standard response asking the same thing every time. There is no trail of the complaint
Will never purchase or recommend this company

Can not get through to customer care or service, spend the day on listening to music no one wants to reply , you spend £4590 and no wants to respond

Terrible quality, as soon as the warranty runs out they start falling apart. Really poor structural quality. Poor quality cushions that after removing the cover a few times starts falling apart as well. Never again.

Very bad customer service.We bought a sofa for a £.4000 the quality is not worth the money.I complained multiple times but they didn’t do nothing.Before you buy it they make so many promises and the insurance will cover everything but looks like when you actually not happy with the product they can’t do nothing.I will never buy from them again.

Wow. Order our sofa and was told 6 weeks until deliver. That’s fine cause we expected a bit of a wait. Forward to 6 weeks and we are told it has been delayed another 3 weeks. We waited 3 more weeks WITHOUT A SOFA! And then got the email to book our delivery. We booked it for the 8th December and then received another email a day later to say it will be delivered on the 12th!! Called them and finally spoke to someone who managed to move it to the 9th!! However conveniently we have just had a call from the driver to say our sofa doesn’t seem to be on the back of the van and he doesn’t know when we will get it now!! Utter mess and very frustrating!!!

Staff in store are great, however the transport and delivery team leave a lot to be desired. You pay for the privilege of expecting a delivery to take place at a date of your choosing, however they don’t follow through. No update from them, no calls made from the delivery team to advise there was a delay. I called for an update and I was advised the driver was 90 mins behind followed by an email on the expected date at 17:29pm to advise don’t worry your order will be delivered tonight, lies no delivery. Tracked my order the next morning to see the van is going in the opposite direction. My sofa is now back in the depot and I have to wait until it’s scanned back in and then book a slot to suit them. shocking service!

We've ordered the sofa in mid-August with an estimated delivery on 16 November. The "estimated" date has moved 4 times and now is ESTIMATED on 30 November. Nobody has contacted me even once to tell me about the delay - I had to spend a lot of time on the phone to get an update. The MySofology online is a pile of rubbish, it doesn't get updated and shows completely different dates.
I went to the store last week (Kirkcaldy) to complain as we ordered long time ago and also paid in full (biggest mistake ever!!!). The salesperson was extremely rude and asked "Well what do you want me to do?!" to which I said, I just want my sofa that paid not an insignificant amount of money for. They basically treated me like a moron (excuse the language). Very poor experience. They take your money and leave you hanging. Everything is an estimate. It's as though they think they are above the law.

Ordered sofa in September and was quoted 6 week lead time. We explained at length that due to building work we needed the sofa within the 6 weeks. We were told in store that the delivery would most likely be sooner than quoted so not to worry. We went ahead and ordered.
The website order tracker stated 6 weeks and this came and went then the website estimate changed to 9 weeks. I contacted the customer care team as was told the sofa was made but there was an issue with the delivery and they could not give me a new timeframe for certain and did not offer another solution.

Eventually I was given a delivery date 9 weeks and 6 days from purchase.

Multiple back and forth with customer service to recoup my delivery fee of £129 due to the delays.
They directed me to the terms and conditions which I politely informed them they had not adhered to as they did not keep in touch and my sofa was not delivered with time of the essence and was delayed a prolonged period of time, over 62% longer than stated.

Sofology have still refused to refund stating I hadn’t waited 10 weeks and unless I had they could only offer a sofa care kit which we don’t need.
Sofology have not provided the service stated and agreed, yet received full payment.

I am now worried that if anything is wrong with the sofa when/if it arrives, that the customer service will be as poor.

I will never purchase from or recommend Sofology again.

The sales representative was friendly, courteous, knowledgeable and professional. Very competitive prices for outstanding quality products.

Sofa arrived damaged. Then after 3 phone calls and numerous photos of the damage, Sofology agreed to send out a replacement part but this would take over 12 weeks!. When the part arrived I called to arrange for some one to come and fit the part but this would be another 2 weeks wait and then told I would have to make arrangements for some one to be in the property all day as I would only be given a time slot the evening before but if that time slot is not suitable for me I would be charged £69 to cancel the appointment as I would not have given them 48 hours notice!!

**Avoid This Company Like the Plague!**

I've come to realise that after purchasing the Plaza sofa, customer service was excellent only until they’ve taken your money. The aftercare were shockingly poor is an understatement!
I received the Plaza sofa in August 2024. From the moment it arrived, we noticed that the quality was nothing like the display model in the Preston store.

For context, the Plaza was meant to replace a 15-year-old leather sofa, which has now been moved to another room and still looks perfect without any issues.

Now, back to the Plaza. Unfortunately, things started to go wrong, and I soon regretted my decision to purchase from Sofology.
Here are the faults we discovered:
• The leather had different grains on each of the seats and cushions.
• The foam quality was inadequate; every time you sat on it, it sagged more, creating a permanent dip. We were advised to "dress" it, but this made no difference to the sagging.
• After three weeks of use, the structure of the sofa began to creak loudly.

I contacted Sofology and spoke with a lady who was very kind, understanding, and helpful. She sent me a YouTube video demonstrating how to plump up the cushions. However, she also mentioned that I’d need to follow this process at the end of each day, every day. My first thought was how unreasonable that sounded—I've never had to do such a thing with any other leather sofa.

Nevertheless, I followed the instructions for several weeks, but no amount of plumping would fix the sagging, and it only got worse!
I contacted Sofology again, and this time they asked for photos and videos of the sagging and squeaking. They also advised that I needed to be more “aggressive” when plumping the cushions to get air back into the sofa. After receiving the images and videos, they agreed to send out a technician.

Two weeks later, the technician arrived. It's worth noting that this wasn’t an independent technician but one employed by Sofology, so naturally, there was some bias. He inspected the sofa, checked the springs, and looked underneath it, only to declare there was “no fault” and that the issues were down to “wear and tear”—after just a month and a half of use! He sent his report back to Sofology.

A week later, Sofology called to inform me of the technician’s findings. Since he had claimed there was “no fault,” there was nothing they could do. When I expressed my dissatisfaction with the quality of the sofa, I was bluntly told there was nothing more they could offer, and the case was closed.

Frustrated, I reopened the case, politely asking them to reconsider, warning that I’d have no choice but to seek a chargeback from my bank (since I’d paid with a debit card) if nothing was done. They responded with another apology and once again closed the case.
At that point, I contacted my bank to initiate a chargeback and provided them with all the necessary evidence, including emails, photos, and videos of the sagging and squeaking issues.

Thankfully, within three days of raising the chargeback, the bank reimbursed me in full, while informing me that Sofology had 30 days to respond.
Sofology did respond, offering me £300 to keep the sofa. I declined, and shortly after, they arranged a collection date for the sofa

What I found most shocking was their complete lack of willingness to help. They just kept closing the case and essentially washed their hands of the situation. I was appalled. These sofas supposedly come with a warranty, but it might as well be non-existent.

If it hadn’t been for the bank and the fact that I was still within the 120-day period to raise a chargeback, I’d be stuck with an overpriced, poor-quality sofa. The bank must have reviewed the evidence and agreed with me, given how quickly they refunded me—just three days!
If you're still within any windows, like for a chargeback or Section 75 claim, make sure you take advantage of them if you're unhappy with your sofa.

We will never, under any circumstances, return to or purchase anything from Sofology, nor will we recommend them to anyone. This company is deceptive and consistently breaches its own terms and conditions. It’s astonishing they haven’t been shut down yet! To anyone considering a purchase from this store or online: **DO NOT BUY! THEY ARE ASSOCIATED WITH DFS, WHICH IS EQUALLY DISREPUTABLE!** It’s far better to shop with an independent company.

customer service useless, telephone either goes back to dial tone or no answer in 35 minutes, Sure they make money by not answering and keeping you on the line.

Couldn’t ask for more with the service experience. I was helped by Sarah who explained everything perfectly! They were very responsive and helpful when I had a question about my order. They went above and beyond to make sure I was satisfied with my purchase. I would definitely recommend this company to others based on their excellent service.

I sent a few e-mail requesting an update of delivery schedule but not receive any response more than 4 days. I tried to call their customer service but not able to connect with anyone.

Very very bad experience. They do not care about customers once any product been sold.
They tell you about the delivery for 6 weeks and then once you chase after 6 weeks then they have no idea and telling you that order not even been placed yet .
Everyone suggest there own dates .
It’s a harassment
On the top will reply back you to that you have signed terms and conditions and can not cancel the order either when its not even your mistake. More than 13 weeks for sofa ?? Tell the truth to customers please while selling products .

Poor quality furniture at inflated prices, some lovely staff but no one contactable at the top. No number for upper management from anywhere. My sofa has frayed and is a mess

Extremely poor service from sofology, I have been right through your full process of asking for action and you denying there is a problem and closed the case. Yes this was last year but you told me there was nothing I could do. But I can’t take it any longer. I wrote a review last year, and only now when I read it, I now see sofology replied asking for further details. My ref is 2934938. This sofa is now so uncomfortable it is just a pile of junk. Please get rid of it and give me back my money. I fully intend to ask for assistance with this from the credit company and my credit card company if this is not resolved. Thanks you.

I am so disappointed in Sofology. The salesman we saw was extremely friendly. Before leaving the store he wrote his phone number on a card for us and said if we had any queries to call him. We heard nothing from Sofology regarding our delivery date so we called the salesman - the phone number didn’t exist! That was the first let down.

After 3 months our sofa was delivered in a rush. We noticed one side was higher and not aligned with the other side. The fun started. After calling customer service we had to send many photos and was told someone would be in touch to arrange a call out to fix it - nothing. Three phone calls later we actually got an appointment and it was fixed or so we thought.

We noticed a loud humming every time we used the cup holders and when we touched the central light we could feel an electricity leak from the metal. We did all the usual things like changing our extension and even buying a new one all to no avail. The central console is definitely not earthed properly. I contacted customer service and the whole process started again. Photos and a video recording of the humming was sent and I was assured someone would be in touch. As of today nothing again! I will phone again and probably again before anyone will actually do anything. Meanwhile we are living with an electricity leak, albeit small and cup holders that we can’t use because of the annoying humming.

This is not what we expect when paying over £2000 for a two seater sofa!

The one star is for the chap who came out to fix the alignment. Zero stars for customer service.

UPDATE ***
I have now spoken to them and been told I need a new console control box and will have to wait three months for it to arrive! In order for us to feel safe with the faulty electrics we have had to unplug the console completely.

That will make it more than six months from our purchase date for us to have the sofa we ordered in good order. At least we hope it will be finally in good order.

Dreadful sound on return call at 10.21 from call centre. Only just managed to identify the symbols involved in the word'Sofology'
Got a courteous reply on Trustpilot after 2 weeks but still no contact about my repair complaint.
Lousy Customer Service.

Good helpful advice