Sofology - Support Centre Reviews 

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

This is a follow-up review from my previous poor review. Their social media team contacted me and claiming that my delivery is only a “slightly” delayed delivery because now it’s been 13 weeks from the purchase and the lead time is 12 weeks. This is COMPLETELY A LIE. We were told at purchase that the lead time was 7 weeks, NOT 12 weeks. So it’s now SEVERELY DELAYED OF 5 WEEKS already.

They also argued that they only advised me to pay the balance but not demanded me to do so. Implying that I did not have to pay the balance on the previous set delivery date of 5 June so I couldn’t accuse them that I’ve paid my balance for nothing in return on time. The fact is, if I didn’t pay the balance they just wouldn’t deliver, they never gave me an option to pay the balance upon delivery. So they did demanded me to pay the balance! although I still don’t get it now after I have paid it 3 weeks ago.

So what kind of reply is this? Is this a trained and professional PR? By replying to angry customer with full of BS and pushing the responsibility to the customer to make them even more furious?

Now they claimed that my delivery is set on 15 July, full 3 months from purchasing on 14 Apr, and 5.5 weeks delay from the previous set-delivery date of 5 June. Let’s see how’s it going.

Called them to order my sofa, and Debra was amazing! It was an utter please to talk to her and she sorted me out with delivery as well! Thank you Debra! Was quick easy and pain free (except for my wallet)

There was confusion with my order, thought it was sorted after talking to the store then customer service, also recieved emails advising this has been sorted, clearly it hasn’t, so now instead of just two sofas that I wanted, I now have 3 on order. Contacted customer svs today via email still waiting a response, want to cancel this, customer svs is so unhelpful and clearly don’t do what’s asked by the customer,

Bought leather sofa 2 years ago following a visit to Sofology, purchased on line, advised about 10 year cover for faults.
Moved home last month, removing legs and feet from all furniture.
When screwing the legs back, one of them wouldn't screw in as the mount holding the fixings had come off and fell through the framework of the sofa, enabling use of our sofa.
Contacted sofology to claim from their outstanding guarantee, only to be told its not covered as its not structural, none structural parts are only covered for 2 years.
Now left with a useless 3 leggered settee in the living room.
Absolutely no use or help from sofology who said "they don't cover accidents"

Make your own minds up, buy from elsewhere!

Awful customer service. Avoid avoid avoid. Told I should have read t&c ONLINE before we went shopping. Totally mislead by the store staff. Placed order in shop but asked for samples to check colour in our home as shop light very different. Told samples told be 5 days to arrive. Leave shop. Get email saying 48 hrs to make changes. Email immediately to query about samples and 48 hrs and have to chase a response so wasted 24 hours . Ok I’ll cancel order and replace and wait for samples. Can’t cancel as no cancellation policy as stated online t&c. Who goes online before entering a shop to read t&c? But apparently they want you to read t&c before you go in shop. Staff just sell and tell you nothing. Be very aware of what you get told (or in our case don’t get told).

Bought a leather suite in 2017. Yep a lifetime ago by many measures but a lifetime warranty kind of assured me when I bought it that the furniture would last.
3/2/1 configuration - both sofas have developed severe sag so I called someone out and despite the fact that your bottom nearly touches the ground, they blamed the seat cushions, not the webbing.
Beware that a lifetime warranty is meaningless with this company.

For comparison 2 previous suites made by Thomas Lloyd lasted well over 20 years, including my family growing up.

Hi , any one out there had a damaged leather black corner sofa with right end chair bent at back not lining up properly and gone back to the sofology chester shop?,
Becouse this black leather corner sofa i've received has obviously been delivered to someone else before me been refused because of the damage and been returned , this sofa has definitely been in someone else's home,
The after service is absolutely terrible,
I'm not getting offered another sofa to replace it as you'd expect, im so disappointed and expected better from sofology, and now getting legal advice.
If you think that you have received this sofa before me please let me know.
Thanks.

Bought a new sofa in October. Finally got delivered on 11th January. Following delivery got a phone call from the driver to say they had forgotten to attach the console unit as it was at the back of the van. The driver returned to add the missing piece.
A few days later I noticed the sofa was bowing in the middle. On close inspection I noticed there was a leg missing. I contacted Sofology. After a very long wait on hold I spoke to a gentleman who apologized and said they would arrange for a leg to be sent out. I received an email from Sofology to say this would take 9 weeks. A few days later I noticed there was more than one leg missing. Very difficult to see as very dark under the sofa.
I contacted Sofology to explain this. I also uploaded photos as requested. On closer inspection the recliner was tipping to one side. I explained to the gentleman on the phone that there was at least 2 center legs missing and the the frame was misaligned. I asked could an engineer visit the house to inspect the sofa. After a lot of time on hold I was given a date for an engineer to visit. I waited in all day but no one arrived. I rang Sofology at 15:30 only to be told no one was booked in to visit. That phone call took me 1hr 20 minutes.
I was informed on the phone that the legs were stocked in the warehouse but the recliner mechanism would take a further 9 weeks to be delivered.
I paid over £4,500 for this sofa and it feels tarnished with all the problems. I have now decided I no longer want it and have asked Sofology to collect it and requested a full refund as the sofa is not fit for purpose and cannot be used in it's current condition. Again no response to my email and again I have contacted Sofology only to be fobbed off by each department. I keep getting told I'm through to the wrong department and given a different number again and again.

Ordered a sofa and told 3 months for delivery. Ok so far that’s what most companies say -
Sofa arrived and there was discolouring to the bottom sides and back looked like it had been splashed with paint but was a discolouration in the leather

This was taken away and a replacement ordered and again a 3 month wait - except they didn’t order it - only by chance did I call and find this out - replacement finally ordered

Another 3 month wait and replacement arrived - this was also faulty - lost below of faults

Discolouration of leather bottom sides and back of sofa

Large gouge in side of sofa

Bottom of sofa ripped

Arm of left side of sofa smaller than right side

Rough almost suede effect on rear of sofa

Stitching on sofa all over either coming undone or about to - I would give sofa about 2 months before it would fall apart

Delivery drivers caught sofa against side of vehicle and proceeded to drag it against the vehicle

All in all a complete disgrace 6 months and no sofa - if I decided to j have another go with a replacement guess what another 3 months - cancelled
Save the grief Ann’s go else where
Told them I would post pictures and leave a review totally not bothered

Bought a sofa from this scam company never arrived on date, came damaged when it came the sofa was ripped and damaged legs. Called the company had to wait for ages, never could get through. FINALLY WHEN I DID ADVISED TO EMAIL Them pictures. They stated engineer would come out, no engineer ever came. The sofa have now broke coating us in access of £5000. Do not ever buy from this scam company.

Do not believe what these people tell you. They will tell you anything to get a sale, then when it all goes wrong they will refuse to rectify problems. I brought a corner unit then soon afterwards I decided to add a single armless unit. I was assured that the colour and grain of the leather may be different but otherwise there would be no problem. This was not true. Colour and leather were a great match but the units and seams do not line up. Customer services refused to consider a refund or return or exchange. I have just received a very abrupt response from Sofology who still refuse to consider an exchange or to rectify this issue. I have now taken a few photos which I want to put on Trust pilot but am unsure how to do it, but rest assured I will not be dropping this matter until it is resolved.

What could they do to improve...don't sell sofas would be the only way they could improve.

AVOID AVOID AVOID!

After 15 years, we purchased a new sofa from them. They pushed for delivery, even offered £100 if we took early delivery. We agreed, only to be phoned by the delivery driver on the day of delivery to be told the sofa hadn't actually been loaded on to the lorry.

No phonecall from sofology, we had to call them. They had no idea what we were talking about.

After finally booking a new date the sofa turned...well half a sofa turned up, with stickers all over it saying failed delivery!

Everytime we phone/email we speak to a different person, managers have more meetings than hours in a day and there is no trace of the rest of our sofa.

We are now stuck with half a sofa with no backs and a scary amount of money out of pocket.

My belief is they take our money to pay big name actors but can't actually sell sofas.

Please don't bother walking through the doors just to sucked in by the smooth talking salesman.

I received my sofa after 11 weeks and it arrived faulty - severe creasing and a loud banging noise when I use the recliner. Evidence had been sent to sofology. I didn't receive a response to my email so I chased up on the phone. When I explained the issues to the complaints team, she (Liz) said we were "going around in circles" and I was "tiresome", when I was simply saying I disagreed with her summation that it isn't sofology's issue if the creases occured in transit and asked for the same to be documented. She then put the phone down on me! Fortunately my daughter is a lawyer so I have been advised of my rights under the Consumer Rights Act but Liz was rude, unhelpful and only seemed to be interested in denying responsibility. Shocking customer experience and substandard quality.