Sofology Reviews 284,901

No pressure salesperson just gave us all the information we wanted.

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

Mistakes can happen, but how a company resolves them says everything about their customer service.

My sofa from Sofology was delivered without its feet. The delivery team assured me they had logged the issue and that the company would be in touch — they weren’t.

I then had to chase multiple times:

* First call: I was told it was being looked into — it wasn’t.
* Second call: I was told they were checking with the warehouse and would call me back — they didn’t.
* Third call: I was told the feet hadn’t even been ordered, but they would do it immediately — they didn’t.

I eventually submitted a complaint via email. Only then did I receive a call, where I was told replacement feet could not be ordered unless I provided a photo of the missing feet.

I was genuinely incredulous — being asked to send a photo of something that doesn’t exist. I was told this was required so they could “prove it internally” to another department. That’s their internal process issue, not the customer’s responsibility — especially when the delivery team had already logged the problem.

The feet were finally ordered and today I am advised they are on their way.

This experience highlights a breakdown in communication, accountability, and basic trust in the customer. A service-focused company resolves issues quickly and without unnecessary friction.

Unfortunately, that was not my experience with Sofology. When things go wrong, they are not on your side.

The sales consultant was excellent and listened to all our requirements, helping us to choose the right sofa for our home.

DO NOT BUY IN STORE
If you buy in store they will tell you that you have a 14 day cooling off period, this is a lie. You cannot cancel any orders past 48 hours even if they tell you otherwise. We are moving house and needed to cancel after 13 days as the new sofa will not fit and we are now trapped with it. Do not listen to the lying salespeople.

I visited Sofology and made it very clear at the point of sale that the sofa would need to be delivered in parts so it could fit into my home. I was reassured this wouldn’t be an issue and trusted their advice when placing my order.

When the sofa arrived, it did not fit through the access points, exactly the situation I had raised beforehand. Despite this, they have refused to refund my deposit, even though I relied on their guidance when making the purchase.

The level of customer care has been shocking. There has been no accountability and no effort to resolve the issue. I have effectively been left without a sofa and out of pocket. To make matters worse, they attempted to charge me 25% of the total cost on top of everything.

I would not recommend purchasing from them. Based on my experience, I would strongly advise against relying on their advice, as it proved to be completely inaccurate

Excellent customer service and a superb range of furniture.

Very thorough and thoughtful sales team. All information provided and produced. Helpful to the end.

Good knowledgeable service

Good staffs in Kirkcaldy Sofology very helpful because we are Profound Deaf

We were assisted by Ben, he took time to explain about the product to us and he offered refreshments and many options in the store. The reception we received and customer service was out of this world

Very pleasant and knowledgeable salesman who helped us get what we needed

The whole experience was very easy and straightforward. The staff were very helpful and friendly. Would definitely recommend Sofology

Very helpful ,great service

Customer services, was excellent. Staff happily answered my enquiries.

Lady who helped me find my perfect sofa was very patient ☺️

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.

Ordered the 2.5 Allure sofa in store which was a huge mistake as no option to change your mind or a cooling off period.Had I purchased it online I could of sent it back for a full refund within 28 days if i wasn't happy. The sofa is extremely uncomfortable and not worthy of the £2000 price tag!
I fully regret this purchase and cannot recommend sofology as a result.My advise would be to go elsewhere with an option to change your mind or order online,do not purchase in-store as I did.

Very personalised care. My dad has mobility issues so the lovely staff brought the chairs to the front of the shop for him to try.

Our advisor was very knowlegable about the sofa suite we bought. He was not pushy and our final decision was made in a calm and timely manner. We are very satisfied with the purchase we have made together with his assistance