Sofology - Thurrock Reviews 6,007

The staff was very helpful on helping choose our new sofa

Just purchased a sofa from sofology from Jon at lakeside thurrock ,, very helpful , quick and easy, would definately recommend buying from there

Great Service received from Rob in store at the Thurrock Branch.
He was very attentive, helpful and knowledgeable.
This is the third time purchasing from Sofology and again the service did not disappoint.

Great service

Rob was great - which made for an easy experience!

Ordered the Amalfi sofa, even managed to get it discounted!

Saad was amazing. He really helped with his knowledge and guide us in making the right choice for what we wanted.

Brilliant happy with my buy

A great selection of sofas to choose from

Friendly, knowledgeable and professional staff (Steve was very informative and helpful)

Have purchased from this store before and always our first choice

Really pleased with the support we got from Steve at The Thurrock store.

Very good customer service in the shop

Ordered sofa.
However unable to log in for updates on my order etc
Colin Dobson
07961323541
Order no 3930916-1

Very helpful and gave great advice

We were serve by Ameet who made us feel comfortable with our purchase, which was because of His knowledge. After this purchase we will be recommending this store. Thanks Ameet

Served by Steve for the second time lovely guy very welcoming, will recommend Steve for future reference

We were left alone to wander round and when we were ready Jon came over to assist

Recently went to the Thurrock store with an idea of what sofa we wanted. We was greeted by Saad as we entered and advised us he was around if we had any questions. We spoke with Saad and advised of the sofa we was looking for and he showed us, he then left us alone to look around the area. We asked some questions and Saad had great knowledge of the products and recommended others we may be interested in. Saad gave us time to discuss our options and we didn’t feel pressured into making any decisions. We did purchase our sofa and Saad was very helpful with this process.

Steve was a diamond good at his job made us welcome keep up the good work steve 👏

I am absolutely disgusted with Sofology’s customer service and the way my issue has been handled from start to finish.

My sofa was delivered with red/pink dye stains all over the front of it. This is not what I paid for. When I raised the issue, I was first told to contact the store I bought it from, only for them to say this was incorrect and that I needed to ring customer services instead. I then spent over 45 minutes on hold just to speak to someone.

When I finally got through, the advisor initially refused to order a brand new sofa, despite the fact I had paid for a new one and received a damaged product. I was only offered replacement cushion covers and a small amount of compensation, which was completely inadequate given the situation. Even then, the replacement covers never arrived, and the agreed compensation was never added to my finance account.

I had to contact Sofology several times chasing updates, only to be told two months later that I could have a replacement sofa — but now with no compensation, despite the compensation having already been agreed previously and never honoured. To make matters worse, I later found out that the replacement sofa hadn’t even been ordered, and this was three weeks after being told it would be.

At no point did the cushion covers arrive. At no point was the compensation applied. Instead, I was left chasing, repeating myself, and being messed around for months.

By the time the sofa finally arrives, I will have had a sofa with visible dye stains on the front for around five months, and Sofology seems to think this is acceptable — with no compensation for the inconvenience, stress, or time wasted.

Customer service has been nothing short of disgusting. This whole experience has been frustrating, exhausting, and completely unacceptable for a company of this size. I would not recommend Sofology to anyone, and I am appalled by how poorly this has been handled from start to finish.

Staff are all keen to help find the right sofa for you, there is no pushy sales as none of them work on commissions. They were all really friendly and knowledgeable of their products and was willing to take us around and show the right product.
Only thing to highlight is the fact that there is no cancellation policy at all. I'm sure a grace period could be set.
Additionally, given the price we are paying, we prefer to have our furniture's made in the UK than China (not that I am against China, just my preference)