Sofology - Support Centre Reviews 

Very bad service do not buy of this company. After care and customer services are so atrocious and lie to you. Cannot get to speak to a manager. Sofa never came only one part of it and still don’t know when it’s coming.

My second order in just over 3months where the price has gone up by 20%
in that time due to there chairs and sofas made in China where presumably
the shipping increases reflect the huge increase.
The chairs and sofas appear well made but the after service poor as paid
£39 for care kit and £223 for Sofacare and 1 month after delivery have received no details of guarantee for sofacare and no care kit.
You have to keep ringing there customer services department to chase them which you should not have to do !!!!!!

Wouldn’t touch them with a barge pole. Absolutely incompetent people . Lost a £3000 sofa and don’t seem to care where it is. Passed from pillar to post eventually told to reorder or get a refund. Customer service non existent. Waited 4 month for nothing.

Have not taken delivery of the sofa yet, so can’t comment on that. The process for ordering on the telephone was very efficient & well explained at each stage by the sales lady, who was also extremely friendly & pleasant.

Don't be fooled into the reviews that are placed after you made your order! The order process is good, at which point you are asked to leave a review on trust pilot...

I am leaving my review after finally taking delivery and speaking to the complaints team and my overall advice would be... AVOID!

In summary, I was pushed with 3-4 months of extra delays, probably would have been longer if I wasn't on the ball... I had to constantly chase them in order to book the final delivery, customer services fobbed me off 3 times and took a week to arrange delivery dispute it being ready...

Booked the afternoon off work to take delivery (as I was given a PM slot). Delivery men turned up at my house at 10am and had to cancel my morning of work...

Sofa is damaged so I know have to go through the process of getting that fixed. The entire process has been a nightmare...

And after all that, they offer a £100 gesture of good will.... Considering £50 is standard for a 7 day delay according to their terms and conditions, an additional £50 for 3/4 months delay, loosing a days work, having to constantly chase is an absolute joke. They had a chance to refund me a fair and appropriate amount to compensate me for my time but didn't, they clearly think it's acceptable for the customer to jump through many hoops to get their order...

There are still ongoing issues, as I now have to wait for someone to come out and repair the sofa...

Never again, AVOID!

Please don't buy .The quality of the furniture great that's we're it ends.I am still waiting for a delivery from October .The customer service is non existent.And whatever you do don't but the leather cleaning kit still waiting for that as well.

excellent clear service

I want to say a big thank you for the kindness which was shown to me, my circumstances changed due to poor health, and sofology were very understanding and accepted my cancellation and have refunded my payment.

My review is based on help I received from a staff
so I have a very awkward livingroom shape and after looking at the website for 2 months and still can't find a sofa that fixes, Deborah .M. came to my rescue, she was very helpful, stayed on the phone for more than an hour to put pieces to gather for me to get a sofa that fixes my room, now I'm patiently waiting for my beautiful Cadenza, if you need help finding a sofa or one that will fit your room size, Deborah is the right person to speak to.

Waited 4 months for delivery of 2 settees. One of the settees arrived incomplete, minus its chaise. We had to initiate an online complaint, but were told we had to wait for the warehouse to report on its whereabouts. A couple of days later we then had to report via their 'zen' desk, faults with the other settee, a loose back and creaking frame, to which we have not had a response. We were unable to contact them on the phone, kept on hold and gave up trying after an hour. After waiting 10 days without a response we wrote and emailed to cancel our order, requesting they collect the settees. Another 9 days have passed with no acknowledgement.
We will now contact our bank to initiate a charge back.
We can only guess that Sofology are in difficulty since being taken over by DFS. Appalling lack of customer care, advise you avoid and shop elsewhere. Just to add, yesterday we recieved an email from them to say our issue had been resolved. Oh no it hasn't. We complained again and they emailed us back to say our case had been escalated and someone would ring us back within 4 hours. Still waiting for the call over 24 hours later. CROOKS.

Suzanne was very helpful and great to deal with when ordering. Overall very easy to order exactly what we wanted with no pressure for upsale or add ons.

Dont buy a sofa from them. Went into the NEW Swindon store, the first Sales man was very pushy to the point we were walking out, another sales man saved the day. The sofa turned up on time and the installers were great. Then a month down the line the Electric Switch and Motor dies on one of the recliners. Now 4 months down the line and still no sign of a fix on the sofa, we still have not had the Care Kit that cost £50, you then spend hours on the phone to get no where very quickly.

Ordered the most expensive sofa in the place at Oldham Elk Mill order was just short of £9000 sales woman was a bit pushy but nothing to excessive just doing her job I suppose.
Paid our deposit of £925.00
Then onto the finance with V12 finance what a fiasco first they phone me in store to ask me security questions then they want ID and bank statements sent them still no decision I have great credit by the way.
Then the following day they want more ID and more questions so I just cancelled the order.
Now the fun starts I went back to store and spoke to Manager to refund my card and he said my system is down I can’t process it.🤣🤣🤣 laughable.
He gave me a load sales talk and head office number to ring.
Rang them today and was spoke to like s—t no CustmrSrv skills at all and was told WE WILL CONTACT YOU IN DUE COURSE TO REFUND YOU AND HOW YOU GET THIS NUMBER.
Wow I couldn’t believe it so they have my £925 and I have no idea when I’m getting it back.
I was quite within my rights to cancel within the 7days as I was told I could.
So if you go for credit make sure it’s in place before you pay your deposit otherwise you end up like me feeling robbed.
Kev

Ex employee. Worked there just a short time. No proper training. Team leaders don't help. Managers don't take calls if customer requests. No response from warehouse. Managers don't care when a customer is upset. They just say it is what it is. Awful place to work in customer service and we got all the slack which is understandable seeing as noone in the company takes ownership. Worst part of the job was listening to people really upset and not being able to help them.

I had a Coco 4 seater, 3 seater and large footstool delivered in June 2021, the footstool was badly damaged and a replacement was ordered, I was told that the footstool would take 14 weeks, Then after numerous emails, phone calls and online chat I found out that the footstool had been lost, I was then told it would take 20 weeks to reorder, I have heard nothing since, they never reply to emails, I have no idea if I have a new footstool coming or not as cannot get hold of anybody, I am not paying for a damaged footstool so will have to continue emailing and phoning, do not buy from this company, the after service is appalling, this has caused a lot of stress and joining the group Angry Sofology customers on Facebook I am not alone and the posts on there are dreadful

Ordered June 2021 failed to be delivered within the quoted timelines. Even allowing for shipping issues and Covid. Four failed deliveries "Item not loaded on van" "Lost in warehouse" Complete lack of communication throughout. NIce stores, but awful supply chain and aftersales service. Avoid

Once you've parted with your cash... you really can expect zero customer service!
We ordered a sofa i at Sofology Cheltenha in August, it arrived in October minus the 'feet' that it is meant to sit on, the sofa is still not fit for purpose as it could collapse without the supporting feet. It is now 21 December and numerous communications (instigated by ourselves as Sofology don't want to know) have resulted in us still not receiving the missing feet.
To make matters worse... you guessed it..they are playing the covid/Brexit 'card', that the problems in communications and their ability to resolve the issue are a result of the pandemic/Brexit. They had no problem taking our money back in August though.
Terrible company, dreadful service..wish I'd checked the many reviews before we visited our Cheltenham store. Be warned!

The front end in the store is fantastic - hiding the worse customer service experience imaginable! Just hope you don't need to speak to someone, amend your delivery or if you have any kind of complaint after your order is placed. Excessively long queues to speak to someone and then responses that suit Sofology, not the customer. The customer really doesn't matter. Your 'My Sofology' account doesn't allow you to amend or request anything (don't be told otherwise), which would be a simple fix, but then the customer gets what they want and that's not Sofology's business model, so you're directed to phone or to use an online form. I tried this form four times over eight days to save time and reduce call queues for Sofology. I got a nice automated message on all, giving me a ticket number and saying the request will be dealt with within 3 working days, but alas, 2 weeks' later, still no response to any. Sorry Sofology; nice retail space, poignant written words and friendly sales people give you retail outlets, but your lack of post order support and most importantly a customer focus, will never make you a business people will want to use, return to, and recommend.

No option to leave zero star review so I'll say the 1 star is for the store sales team as they are very helpful and just as frustrated with the after sales team as us ! Had numerous failed delivery dates for my sofa. Finally got my chair after a few failed deliveries but the excuses I've had regarding the sofa are now ridiculous. I've finally given in and requested a full refund. The refund can't be completed until the collect the chair and I've now had 2 failed collection dates for the chair ! As they have failed to collect my cancelled order can't be completed and now the finance group are taking payments !!! What is so hard about arranging a chair collect and actually doing it !
I've never experienced such terrible customer service. Premium rate number to call, in hold for at least an hour but up to 3 hours and then numerous promises of calls back and not 1 person has rang me back !
I'd seriously avoid Sofology.

The worst service you can imagine. I can't believe this level of poor customer service is actually legally possible. I have ordered my sofa back in September and was meant to finally get it last friday. The guys with the delivery arrived on Friday only to drive off. By the time I opened my door I could see them driving off. Absolutely bizzare. Later on someone rang us about additional part that they will deliver which at this point we clarified we haven't got the main part i.e. sofa yet. All day nobody bothered to contact us about the sofa that won't be delivered as promised. So after 2hours in a queue I got through to a very rude guy who told me sofa was returned he doesn't know why or how to get it back to me. I asked if they will re-attempt and his answer was whether I have a re-delivery booked I said no he sarcastically commented saying well then you won't get it re-deliver tomorrow.... To which I responded with f*** underneath my nose and even apologised for the bad language. The advisor took this as opportunity to terminate the call because I was abusive towards him. If anything I was the polite person patient etc but if someone being sarcastic and you get that kind of news its normal to swear one word not at him to myself more like... Anyways throughout the weekend nobody got in touch with us. I have written complaints to which nobody replied to. I waited another hour on a line on Monday to be told the same story 'its returned they need to scan it back' I was promised a call back which never happened. I am currently waiting 2 hours on a line to get through to someone.... I sold my sofa the day before delivery so don't even have anything to sit on. The level of ignorance is unreal. I would never ever buy from this place