Sofology - Support Centre Reviews 

Worst consumer experience ever. Just look on Facebook for hundreds of poor reviews. My sofa was delivered by a courier not packaged and wrapped and squeezed in a van. The sofa was damaged and the arm of the love seat had come away. The courier called the store and we were assured someone would call to come out and fix it. Three weeks later call after call and being on hold for an hour not getting through, plus an email exchange with Lucy who said she would resolve the issue. Again no action taken, I have sent 3 emails and had no response. Today I eventually got through to customers services through perseverance to be told I had to wait at least 3 weeks for an engineer to attend my home. The arm of the 3 seater sofa has also come away and we cannot sit on the sofa. I explained it will be 6 to 7 weeks after to resolve and the call handler said that's protocol. I explained as we purchased on the credit card we would call them for a charge back and he said that's up to me. I asked him why he wouldn't speak to a manager or someone more senior and he said I would get the same response as he has given me. We were also missing 3 cusions which will take 20 weeks to arrive. It's appalling service and although the reviews are good on here but check out Sofology reviews on Facebook, hundreds of complaints, hundreds of photo's of poor quality and after sales issues. I have given Sofology weeks to resolve the issues and we have been more than reasonable but when things go wrong they ignore you and hope it goes away. I have just called my credit card company and asked for a full refund by charging back which they have honoured and will pay an independent fitter to fix it. My advice before buying from Sofology is check out the reviews on social media platforms before buying

Horrendous customer service & my sofa looks like 3 separate sofas not 1. My complaint has been going on for 8 months. Sofology never follow up when they say if at all.
Wish I had never bought my sofa from them!!

Our 2 sofas are less than 3 years old & the leather on one of them, on one side, has worn through until it eventually split & now has a large hole. The other side is fine & so is the other sofa. It is clearly defective leather in that panel. Sofology claim they can only arrange a chargeable repair. I’ve explained the Consumer Rights Act & that it should last a reasonable time. They believe their “process” overrides that. They won’t even assess it to determine if the leather is defective.

Their finance agreements last longer than their sofas !!!

Really bad service. The after care is terrible. I would never recommend them to anyone.

We also intend to make a formal complaint against the Milton Keynes store for misleading & mis-selling of the insurance policy.

I recently received delivery of the two sofas I had purchased from Sofology at the Silverlink. I decided today to go back and purchase the matching armchair. I was shocked to be told the delivery charge
has been increased to £99.00.
This is absolutely appalling and I will no longer purchase or recommend this company to anyone. I do not know how they can justify this huge increase. Total rip off. My daughter loved my sofas so much, I had told her when she moves into her new house I would buy them from Sofology for her. No way not now. Back to good old faithful John Lewis.
Will no longer recommend this company.

Purchased a Torres 3 seater chaise electric recliner in January for April delivery. All straightforward and easy.

Sofa arrives on time , great! Head rest cushion crushed in and damaged, chaise leather all creased.

Called sofology and had an engineer out. Heat gun on the creases helped but still there. Head rest had to be replaced, (12 week wait)

During our 12 week wait the electric recliner takes on a mind of its own and starts reclining randomly ( great when you have a cup of boiling coffee in your hand) Called sofolgy and engineer comes again and replaces the motor.

4 weeks later the headrest arrives and engineer visits to fit it. The next day the chair starts reclining by itself randomly. Its now stuck fully reclined and wont budge, totally useless.

Called sofology once again and they offered a credit note to purchase a new sofa but as we have lost all faith and the sofa is not fit for purpose we requested a full refund. Two weeks later and 4 phone calls we are still waiting on a 'Manager' calling us.

After visiting the store to see if there were other options we now belive our sofa is not even the correct colour we originally ordered.

Next step is to contact the Ombudsman and then small claims court

Bought brand new leather recliner was…
Bought brand new leather recliner was sent emails saying all I have to do is relax stayed in waiting for product.it came leather scuffed packing all torn leather ground in dirty different colour dirty food staines and more.im more than dissapointed that your company has even sent this out and made me excited to think I was receiving a new couch in new condition I was completely let down by your services and unless a new couch can be delivered at same price I want a total refund delivery as this item should of never of been sent in this condition it is totally unnaceptable.also when I called to say that the brand new couch was damaged I was told brand new doesn't mean its brand new?it means it brand new to you?I have never heard anything like that ever?if it is sold as brand new it should be exactly that I was told a customer orderd it and cancelled the order.and It is in the warehouse ready to be sold and it is a brand new couch.it was not sold as used or ex display it was sold as new and it should of never been sent to a customers house for delivery dirty actually grounded in scuffed not packaged properly staines on leather food and other staines on couch and I would of never of purchased a product that isn't brand new meaning exactly that brand new

Sue the sofology support salesperson was great. She took me through everything and purchasing a sofa was easy. Would recommend

Crap system! Just returned a call to arrange delivery. The only day I could do was next Monday, as had commitments and work until then but they could not deliver then. I was told that if I did not have a delivery in 7 days my order would be cancelled and I would be charged 40% of order (about £500). So now I am unable to go to my brother in laws 60th birthday breakfast. Obviously, no one let me know about this policy when I was buying the sofa!! Will not use again! So what happens when someone is away on holiday???

They clearly don't communicate as a company!
Ordered sofa in early May with expected delivery early July. Was very forgiving to the fact it was delayed and we ended up with a date of August 4th. On the day of delivery we get a timeslot of between 2pm - 6pm. At 3.30pm we get a call from the delivery driver saying the lorry has broken down. Again was very understanding to the fact that this could not be helped.
Heard nothing from sofology that day but got a call from two different people Friday morning saying that we had requested a redelivery. After explaining to the first person she apologised and said she would update and get this resolved asap for us. Within the hour another call from a person who had no record of the previous call and said the same thing she would resolve and come back to us. Friday came and went no call back. I called them Saturday morning to find out they couldn't seem to locate our furniture and that they would contact depot and come back with an update. No call back Saturday, called again Sunday to find our furniture had made its way back to rugby (funny as I thought the lorry had broken down). After this I got another call on Sunday from the guy I spoke to on Saturday telling the same thing and that someone would be in touch Mon/Tues to rearrange delivery. (Again no communication amongst the customer service team) No one called on Mon/Tues however got a call Wed morning saying earliest delivery would be 15th August. For a mistake on the part of the company, they have made no effort to apologize. I reschedule a whole afternoon of work for initial delivery and have been sitting on the floor for a week as we had followed the guidelines on the website and only had our furniture removed when we had a delivery date. Definitely not focused on providing a good customer experience!

This is the worst ever company I deal with.
I went to take out a sofa on credit, they did all the process for the financial credit witha company V5. They completed the form and wait for 10mins and they accepted the finance, so straight away i went to paid for the deposit, £1,320.
Me and my family were so happy to get such a nice sofa, a week later V5 contacted me to asked more questions, 2 mins later they said "we sorry but credit is been declined" I said okay I'm gonna asked for my deposit back, soofology clean their hands and said " you can't cancel the order, otherwise we will take 40% from your deposit" I said wait a minute, is not my fault that V5 told at the beginning of the application, yes and after said not. It doesn't sound fair. They didn't care. But I didn't accepted that and I asked my bank to get my money back, also they didn't care. Now after two months, they still having my money of the deposit and I don't know what to do next, this bloody companies do whatever they want with the customers and no one there to help.
Is very upsetting because you fail to pay 1 penny and they will take you to court for that.
Before you do any business with this company read all the reviews from real customers like me. I made a huge mistake and I didn't read all the complaints and I'm paying my mistake with money.

The one star I have given is for the sales staff who sold me my initial sofas - they were very helpful paisley Branch).

HUGELY DOWNHILL AFTER THAT !!!!

I ordered two identical "Lucca" 3 seat sofas in June 2021 (made in China), and received them in September 2021. From the outset one of the sofas had a buckled recliner mechanism which was supposed to be replaced (it never was!). In the next four months we had our sofas, we had a few visits from the Sofology engineer to attempt to rectify various faults with the reclining mechanisms, and also to view my complaint that the padding in the seats and the arm rests had deteriorated terribly (there are only my wife and I in the house, and we had been rotating the sofas to ensure even wear, yet my twenty year old sofas, that were relatively cheap to buy, were in better condition than the new ones when I gave them away to charity).
Eventually in January 2022 it was suggested by Sofology that I should re-order new sofas.
Because of the issues I had previously, I did not want another pair of "Lucca`s", so I stumped up another £600 and ordered two sofas and a foot stool from the "Galleria" range (not recliners, and made in Italy, so no problems expected).
Sofas/Footstool (£4.5k spent) arrived in March and looked pretty good. It was not until I upended them to fit some more robust felt pads to the sofa feet that I found out that, out of the twenty four bolt fixings that should have held the feet in place, there were actually seven missing!
More heartache dealing with customer services (when I could eventually get through to them on the phone - sometimes >60 mins waiting, or they bothered their backsides to reply to an e-mail - had to continuously chase for a reply) I SUPPLIED THEM WITH MORE THAN ENOUGH INFORMATION NEEDED TO GET THIS SORTED, BUT STILL IT TOOK SEVERAL ATTEMPTS AND MONTHS OF WAITING.
A couple of days ago I received yet another set of replacement feet for my sofas - Hallelujah - they were the correct fit, albeit they were badly scratched and not really fit for purpose. I couldn`t afford another day of waiting for an engineer, so I took them to my garage, smoothed out the scratches and touched up the stains and fitted them to the sofas myself.
SOFOLOGY - YOU AND I ARE DONE !!!!!
(I waited a long time to write this review in the hope that I could give you a good one, unfortunately in all honesty, I can`t.
And you never did send me the £100 you promised me for my inconvenience)
Whoever reads this, please believe me, I am not generally an angry man - pretty chilled actually, but dealing with Sofology Customer Services is hard work.
I had intended sending Tim Stacey (CEO) and Emma Dinnis (MD) copies of my emails to show them the shockingly poor standard that their company provides to the paying customer, but looking back on previous reviews, it looks like people have done that before and not even received a courtesy reply, so I guess I`ll just have to "suck it up" and put this bad experience in the past.
Future Buyers Beware!

First class, very knowledgeable assistant

No stars ⭐️ would be better
Sofa arrived. Faulty. Call customer care. Awful. Paid a lot money. Customer service and care is needed . Abysmal. I am asking for refund. Prefer to sit on the floor and not have the hassle and stress after having heart ❤️ surgery I dont need it. Not that they care. Very upset 😭 and sad 😔 that a company can be so uncaring.

Oh and now today I am told homeserve will come and see my settee in 2 weeks !!! So I am left with a settee not working. This was delivered yesterday. You should be ashamed of yourselves. Awful awful customer service and totally uncaring . They ask people to review in store DONT. Wait till you get your settee and have the other experience like me then you will mark 1 star.

Awful customer service. I am still waiting for a refund which should have been processed nearly 4 weeks ago.

Terrible customer service.
Sofa delivered in September 2021 and immediately queried if the colour was correct, along with the feet being the wrong colour as well as being damaged. Delivery team said i would have to contact customer service. After trying on the phone numerous times and being on hold for hours at a time I used the chat function. Initially received a fairly swift response from customer service who requested the batch number, which we provided. Since then we have had sporadic correspondence usually repeating the same questions, and us providing the same answers. Received an response to my last email stating that the matter was now closed (it isn't). I responded again saying that the matter was not closed, and provided all of the photographs and information again. We received an auto-response saying that our query has been re-opened as high priority and they would respond within 4 business hours - this was a month ago!

Would never use again. Despite the customer service issues we are less than impressed with the overall quality of the sofas regardless.

Bought Sofology Maxwell 3 & 2 seater sofas after doing a lot of research in June17 despite some negative reviews regarding their product quality & customer service after being carried away by their smart showrooms and discussion with the Edgware Branch sales team. I was also concerned about these sofas made in China but was assured that the Chinese manufacturer-Violini was one of the largest global suppliers. On delivery in Aug 17, I noticed that both the sofas has their hand cushions with significantly less foam filling so I refused delivery but was blackmailed into accepting it as they would neither replace it nor give a full refund. To pacify me, they sent their technicians twice who flatly denied my claim saying this was within normal limits. This is similar to number of other complaint on various Sofology review sites confirming the company practice of denying any genuine claims and sending technicians just to show they are taking customer complaints seriously. Within 3 years of using the sofa during Covid in June20, 2 seats from my 3 seater and both seats on my 2 seater had significantly started to dip/sag but I couldn’t do anything because of the lockdown. Once Covid situation opened up, I reported this complaint, so they sent a technician who again conveniently claimed that the foam seats were faulty and not the sofa foundation/structure-Serpentine springs without even removing the seats because the latter was within the 10 year structural warranty but the foam seats were not. I was very upset with this as it was causing me severe back pains but the technician was adamant that the foundation ie suspension springs were fine without even removing the seats as they would have to replace the Serpentine springs and the damaged seats at a much higher cost under warranty. This is consistent with the strategy that Sofology has been employing as seen from most current reviews too. The company then forced me to pay for 4 new foam seats they would fit & supply from their Chinese manufacturer which would take over 3 months. I had no option but to agree to this despite feeling cheated for the second time as I was desperate to get the sagging in the sofas resolved ASAP. I paid the amount in full and got written confirmation that when the new seats were replaced, if the foundation was found faulty, the company will replace the seats and suspension springs at their own cost. After 1 mth of placing the order and paying the full cost, I was informed that the order had not even been placed with the Chinese supplier. After another month, I got a call from Sofology to say that they couldn’t source the seats from their Chinese supplier as they had stopped sourcing from them. So I checked with someone else at another Sofology outlet & was told that they were still getting sofas made by Violini but Sofology refused to use a local upholstery maker to get the new foam seats manufactured and fitted as they never had any intention of getting this problem resolved. I then spoke to UK upholstery furnishing company who told me that most complaints regarding a dip in a Chinese-made sofa is most likely caused by faulty foundation i.e. webbing/suspension springs though Chinese made seats were also of very poor quality.
From this awful experience with Sofology which is not an isolated case, it is clear to me that the company not only supplies poor quality Chinese-made sofas but also has a non - existent customer service and more importantly, cannot be trusted as they deny all genuine customer quality complaints even when within the warranty period. I think by highlighting my experience other unsuspecting Sofology customers shouldn’t make the same mistake by buying any furniture from Sofology to save future disappointment while losing their hard earned investment in such furniture.

So we initially ordered 2 sofas and they was lost by sofology- we got no notice that this had being lost until I called on the day i then had to pay an extra £100 to receive a new sofa - I will add these sofas were new but cancelled orders so in the clearance. The second sofa arrived yet this turned up filthy, covered in human hair, food, stains, dog hair - which I find a complete health and safety risk coming out of a global pandemic - I was promised compensation for this when the sofa arrived given the amount of stress and hassle we had when moving in to a new property. Still no email in relation to the compensation. I will add the initial sales team we’re brilliant in the Leeds store but they have completely being let down.

Appalling customer service - avoid at all costs.

Staff in Nottingham store were brilliant no hard sell and incredibly helpful and knowledgeable.

Suite then delayed by 5 weeks, no information from them. Told them not to ring between certain dates as on holiday - came home to 13 answer phone messages getting more irate asking us to book a delivery date. Booked then chair arrives with no legs or gliders.

Emails aren't responded to, different departments blame each other, and if you're Rosanne in technical you don't even bother to forward the details to general enquiries like you promised.

I've spent hours on the phone trying to resolve the issue - all very nice, polite people but working for a completely useless company.

It's sad as we're actually really pleased with our new suite, but based on how they have dealt with all of this I wouldn't recommend then to my worst enemy.

Breach of privacy laws. Unsolicited marketing emails sent to my personal Inbox without my consent.
I have not purchased and do not intend to purchase from this company.