Sofology - Milton Keynes Reviews 3,365

What made our experience so great was the genuinely helpful and consistent service from both Hema and James. They were friendly, patient, and took the time to understand what we needed without any pressure, which made the whole process feel relaxed and easy.
Thank you to both Hema and James.

Very helpful and easy process to order my sofa. I saw it in store and an account was made for me as I had to recheck the measurements. When I got home everything was there and I was able to simply go through and order it

They call it an order tracker, it is nothing of the sort - you can’t track anything. It’s a manual bullshit process updated by human. My Internet network date has changed behind the scenes when I’ve called, but my “tracker” has not been updated for over a week. I pretend to customers that they can actually have visibility of what’s going on with they simply can’t, we’ve just got to sit and wait and hope. The staff on the end of the phone give me platitudes, gave me a lengthy complaints process to follow, and Online I was told I’d be referred to a manager and was left hanging. Don’t expect anything but basic from this company. I haven’t had my so yet, I can only hope it’s 1,000,000% better than their customer service.

The sales lady was extremely helpful. In fact, all of the staff were.

A very welcoming store which looks great. Our sales person was super helpful, brought us a coffee, and explained all the finer details. No pressure, it was an easy purchase and we can’t wait to have our new sofa in our house. Thank you very much for your customer service.

We were very pleased with the salesperson who served us

My partner and I ordered a corner sofa from Milton Keynes Sofology about 10 days ago. On the day the customer service advisor told us we had 48hrs to cancel the order and 1 week to change anything else colour or orientation etc. We explained that the new houses was a new build and should we wait until we had exchanged to check the layout. He said if you delay the order it may not come in time and you have 1 week. I contacted customer services on the Saturday when we found out about the updated layout and was told again you have a week and we will send it through to be changed. I phoned again on the Sunday to be told that was not true but it would be escalated and then phoned again on Monday to which they said it would be escalated again. I contacted again on Wednesday to be told there was nothing to be done and the phoned was dropped on me. I spoke to the store specifically and they stated a we had a week which had now lapsed so we couldn’t really care. Throughout my interaction with your team, I experienced a number of issues that I find unacceptable. Firstly, the level of customer service provided was poor. Communication was unclear, responses were delayed, and my concerns were not handled with the professionalism I would expect. In addition, I was given inconsistent information by different members of your staff. This caused confusion and made it difficult to make informed decisions. I had to repeatedly seek clarification, which significantly prolonged the process and added unnecessary frustration. Most concerning, however, was the apparent attempt to obtain additional money from us without proper justification. On Thursday, approx 2 weeks after order you say we can change it for a cost of 25% on top of the price which was apparently in your terms & conditions so why was this never told to us during our contact with the store and customer services. As a gesture of good will you said you would decrease it to 15% however all I wanted to do was cancel the order and get my deposit back due to the frustration and confusion caused. The charges and explanations provided were unclear and seemed to change over time, which has led me to question the transparency and fairness of your practices.
Overall, this experience has been disappointing and has not met the standard I expected of a high-end brand. Still I have not received clear details on how they intend to resolve the issue. Do not buy a sofa from Sofology if you value your money and time.

My daughter and partner brought a corner sofa from Milton Keynes on the day the customer service advisor told us we had 48hrs to canx the order and 1 week to change anything else colour etc ,we explained that the new houses was a new build and should we wait until they have exchanged and check the layout he said if you delay the order it may not come in time and you have 1 week.on the Saturday five days later we need to change the order for the corner sofa to go from right to left this was when the service started to become shocking and after talking to 7 different people at the store and head office customer services each saying different things and making promises to call us back .I put in a complaint I had a call back from Shannon in the complaint team after listening to all of the bad customer service we had received she said she was very sorry but I couldn't have a refund because it was out of the 48 hours but she could give me a good will gesture and not charge me 25% of the prices to change the order she would reduce it to 15% the amount would be £ 350.00 pounds the order went to head office on the Thursday and my daughter phoned on Saturday
Please think twice about shopping with this horrible retailer

I was really impressed with the quality of the furniture and the service provided. However, regarding my purchase, I paid a deposit on the first sofa chair which left an outstanding balance for the second double sofa.
Given this, I was hoping there might be some flexibility or goodwill offered on the remaining purchase—perhaps a small discount on the price, free delivery, or even complimentary leather cleaning products for the sofa.

Our purchase went very easy and smoothly the lady who helped us was very professional and talked us through the whole process and made it very easy to complete the purchase

Ray was a lovely guy & really friendly. Love this place as no pushy salespeople!

The no pressure selling, as soon as we entered the store we were greeted by Malik who from start to finish was exceptional.

We were guided by Malik in the store and he was really helpful in ensuring we chose the correct configurations for the sofa we wanted. He advised that the one we were looking at was available as a stock item so we would not have to wait the standard 12 weeks for delivery. This one has a delivery time of 2 weeks which was ideal. He was very knowledgable and I would not hesitate to recommend him or this branch of Sofology.

Informative staff

No pressure selling which was a wonderful surprise.

Clear and unambiguous details

Very excellent warm welcome and explanation is very trust

Matthew was very helpful.
Had lots of choices of sofas to pick from.

We had Hema help us today in the Milton Keynes shop.
She really listened to our needs and took us to all the relevant sofas finding us the perfect one. She was so knowledgeable and made us feel at ease.
We are so grateful to have Hema help us with this big-ticket item.

I am a very fussy person in the look of a sofa and comfort. The sales lady at Milton Keynes was very helpful understanding and most importantly very patient!

We especially appreciated the unobtrusive sales approach. Left to make our minds up and then very thorough and knowledgeable sales person when we needed it. Very smooth process once we’d decided to buy.