Sofology - Support Centre Reviews 

I will place another 1 star review as you have failed to respond with our request. Your managers seem to be hiding behind your support team and not liaising with the customer does NOT bode well.
I have responded in an email as below; To date you have ignored my request for a manager to contact us and discuss the fault and the service to date.
You were given more than one telephone number and you continue to try and call without trying the other numbers.You have not tried calling 2 of our numbers as no messages or calls from your number have arrived.
We have decided you need to order a brand new 2 seater sofa and replace this one that has faulted leather. Please therefore arrange the order. Once the sofa is ready for delivery you can remove the damaged sofa and replace with the new.
If you still require access to view the damage even though we have provided pictures then please call us however, you will NOT be allowed to try and repair or alter the appearance of the sofa as effectively this would be to repair damage and we do not wish to own a sofa that has been repaired.

We have tried to call you back twice and both times your option 2 disconnects our call!!

We await your call and response to this email where we still await a manager.
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I will continue with my understanding as to your companies level of support. Our £5k purchase arrived damaged yet you response states, "With regards to your enquiry, we can look to send one of our service managers out to your property to have a look at the issue reported and any potential underlying issues.
However I do need to make you aware that if the service manager reports that there are no manufacturing defects and that the issue reported is purely down to general wear and dressing then we would not look to progress this issue any further".
Really? Wear and Tear? What a joke. As I reported the problem on day 1 you cam provide a full refund including delivery.

Very helpful staff when I called to order my sofa....easy and satisfactory system

Thanks so much Josh for your excellent customer service i really appreciate

Following my previous 5 star review after ordering our sofa in store, it all went downhill from there.
Delivery day, they built our corner sofa backwards claiming it was the only way possible. (Luckily our security cameras recorded everything including their long debate about where to drill the holes for the feet)!! After they left we took it to pieces & built it the right way round but the result was shocking.
Many emails containing photos & long winded ‘on hold’ calls chasing a way to fix all the faults isn’t something I expected having to do following purchasing a £6000 sofa!

The person who helped me order my sofas made the whole process easy. She was friendly and very helpful. Amazing customer service.

Joshua was very helpful on the online chat and i brought a sofa because of him keep up the great work

Excellent customer service. Obtaining one of the requested samples a problem but otherwise all good, able to talk to real people!
Visited Cardiff store all very helpful.

If I was able to give a no star rating this would be it.
We ordered a sofa from Norwich in October 2022 and received excellent customer service.
However we took delivery of the sofa in January and they failed to fulfill the whole order as the carekits that were ordered were not available to the delviery team.

Since then the kit has been chased numerous times and we have been told that they have been sent out twice! but still nothing was received.

A complaints was raised and it was not escaled to senior personnel in the complaints team as was requested. Finally after chasing for a third time and threatening to contact BBC Watchdog they agreed to refund the care kit cost and send out a care kit free of charge. At this point (2 days ago) all seemed well. Until today when we had a coffee spill. - No care kit to deal with it but at least the benefit of the Sofashield policy we paid for at time of order. However no documents had been recieved and trying to make a claim online there is no record of our details on the claim company's website.

No surprise there. A total let down by what we thought was a reputable company. Do not touch them with a barge pole. Their customer service leaves a lot to be desired.

Aimee was extremely professional & helpful, couldn’t fault the service she provided. This is why I am a repeat customer at sofology - excellent quality couches and excellent customer service. Well done Aimee 😊

Gemma was extremely helpful in my telephone ordering. Hopefully delivery experience will be as good

If there was zero that is what I’d put! Absolute waste of time. The stress seems never ending.

Firstly the store got my order wrong which I placed in summer now it’s December (6 weeks to delivery I was told) the three seater and footstool was ready the snuggle chair had to be reordered as that was the one they got wrong when uploading the order to the suppliers.

They were pains about doing this but I had proof of my order at first from my email. Was told it would all come together

Also purchased the one from store which they sent the wrong sofa and then swapped it. So that wasn’t a huge deal just annoying.

Lies after lies after lies about when my items would arrive. Told all coming together then they told me the day before they weren’t

Again date moved for the last item the snuggle chair and moved and moved and moved again. Told that I was getting an upgrade on the filling to speed things up…then told I wasn’t then told I was. Told I was getting a £200 gesture then wasn’t then was then wasn’t then was.

Told they would prioritise the delivery when it came in and would come in Xmas eve then told it wasn’t. Finally delivered today

Completely wrong sofa! I completely give up there’s been endless lies and not calling back and promise after promise. Just a complete mess! Been charged twice for things which after endless calls was sorted. The 3 seater back cushions are barely filled. I am pretty chilled but all this has tipped me over the edge. I can’t believe how awful this experience has been.

Seriously do not bother

Ordering online was very easy and delivery was booked well within the timescale predicted when I placed the order.
I spoke to an agent on the helpline who was very knowledgeable and made the process so easy

Very informative without taking too long. Patient, kind and friendly.

Melissa was very helpful and went out of her way to help me. Thank you so much 😊 x

I spoke to sue who was really helpful! Lovley women . And Carnt wait to receive my new sofa in time for Xmas

Barber was very helpful and knowledgeable

Excellent customer service couldn’t have asked for Better help, this made the sale for me because of the willingness to exceed expectations

We bought 5 matching items from Sofology. Delivered in July/August 4 items we have issues with. After we chased customer service they sent a person out to list what was faulty even though we reported it and their delivery guys took photos. A month later not heard a thing so called into shop where ordered the sofas. Manager chased we found out the guy they sent out hadn't listed all the faults and nothing had been done. It was then decided to send a homeserve person out. He came the day only to look at the misalignment issue. Screwed new holes in one of the sofas, still both sofas not fixed. Can the chief executive come back to us to sort out this disgusting way to treat customers?

They need to be banned from selling sofas and causing so many people distress with their poor quality and terrible customer service