Sofology

Shambolic. Sofa cushions sank after 2 days on a £5000 suite. 5 months of unreturned calls, unanswered emails later refund given. No compensation as not company policy. Can't speak to a manager as you have your money back and issue resolved. If you are tempted you will regret it.

WARNING: AVOID AT ALL COSTS! My blood boils just thinking about the atrocity that is the leather recliner Sofa from Sofology. My wife and I were fooled by their flashy advertising and the promise of a 20 year guarantee, so we decided to shell out a whopping £2500 of our hard-earned savings on this monstrosity. It took months to arrive and when it finally did, we were initially thrilled. But that feeling soon evaporated as the seats began separating on their own, which was annoying but tolerable.

But things went from bad to worse when, just two years later, the recliner's bottom stopped working and the metal bracket simply snapped. Of course, we thought, thank goodness for that 20 year guarantee - surely this must be covered, right? Wrong. When we contacted Sofology and sent them pictures of the broken metal recliner frame, we were informed that the guarantee only covers structural issues. What a load of rubbish! What do they call it when the metal framework snaps? Apparently, that's only covered under their measly 2 year guarantee - which had already run out.

Can you believe this?! Two guarantees - one that they promote but won't honour, and another that only lasts for two years. It's a complete joke, and typical of cheap, shoddy manufacturers who care nothing for their customers. We paid a small fortune for a sofa that only lasted two years - what a rip off! Sofology have conned us, and to make matters worse, their customer service is non-existent. They're peddling lies with their so-called 20 year structural guarantee, which they won't pay out on when a structural problem actually arises.

Save yourself the heartache and avoid shopping at Sofology at all costs. If you want quality, look elsewhere - because you certainly won't find it here

Have never in my 60 years experienced such hideous customer service. Spent £4,000 for sofas that look like I've made them myself. We're on the second set as first set had a gap so huge between the seats (recliner) a baby could have fallen down it. Second set has the sAme issue with seats Nd headrest not aligned. They look awful. My husband is still waiting on their laughs fly appreciated service to get in touch. I would NEVER use again nor would I recommend. I'm so bitterly disappointed.
My issue is with the company as a whole not a specific store

Promised free delivery through direct email. Not honoured as we had ordered 48h previously. Unable to cancel as we were committed. Dreadful customer service and disregard for customer loyalty. Greedy!

Absolute worst experience with the customer care. We have been waiting for our couch for more than two months. The delivery date was pushed back thrice on its own with no intimation and we are now gone a week past the delivery date - with no information on the next delivery date. We obviously got rid of our old couch a day before the third delivery date and are now looking at spending the season happily on the rug. Each time I speak to customer care, I get a very different status and timeline. The people at the store can't help either. To add to my pain- I have gone ahead and subscribed myself to their after- sale care.
Happy times!

We ordered a corner sofa and an armchair from Sofology. The customer service was, (and continues to be) fantastic. However, do not expect a shiny Sofology truck to turn up at your front door and deliver your furniture. Sofology are currently using contractors to deliver. Our corner sofa was damaged during delivery which necessitated a technician visit to remedy. The chair was so badly we damaged we received a replacement which was even worse. The third chair was so badly damaged it didn't even make it off the lorry. Broken stitching, gouges in the velvet, a poorly shaped cushion and loose fabric were among the problems in all of the chairs. The furniture in the back of the lorry destined for other customers was so badly piled up, it looked looked a bad game of Tetris. At the end of the day, you have to ask yourself the question, 'Would I buy from Sofology again?'. That would be a resounding no.

We purchased a set of 2 Accentures, which after a late delivery, they arrived one with feet and the other one without! It was very kind of the lorry driver to provide us with a spare set of feet that he could find in his truck. However, when I contacted customer service to request a color change of the original feet, they refused to do so, saying: "we can only provide the original color." This is the worst and the most imperfect way of serving a customer especially when you purchase a set of chairs with a value of £1000 but they refuse to change the color, which would cost them only £16 or even less!( we could simply find them on Amazon.) The customer service was very disappointing and unsatisfactory. No sympathy was expressed over the phone call neither any attempt was made to rectify their mistake or correct their disorganized service. I'm not sure about the quality of the product since it's pretty new, but definitely don't recommend the customer service.

The sofa I have received after 9 weeks of waiting isn't the same quality that the one that I have tried in store and paid for. When I was in the store, it was comfortable, soft fabric, ergonomic. The sofa I have received has a huge gap in the middle, you can literally pass your hand through the sofa and touch the floor, as well as the wall. The two main components barely hold together and aren't attached properly. The material feel rough, the ergonomic of it isn't the same than the one is store and it is so stiff that it isn't comfortable. The colour is also darker than what I have chosen. I have been chasing since the day they delivered and been told one week later that I have to wait 3 more weeks for an engineer to come over and confirm that there is a fault, otherwise they won't refund a penny. I have spent £2200 for this sofa that is uncomfortable and I sincerely regret buying from Sofology. What you order from them isn't what you receive.

Update: after been forced to wait a whole month for their engineer to come over, he could see that the sofa was barely holding together in the middle. He confirmed that I have a right for refund according to the Consumer Acts rights, especially as I have asked for it from the day the sofa was delivered.

So I have chased Sofology repeatedly until they finally reply and said that, according to their report, the sofa isn't faulty so no refund will be given.
They are scammers! Don't buy from them unless you are ready to pour £ 2K down the drain.

Placed an order In May, was told it would be with us in September. We are now in December and still no Sofa!
Didn't chase the order as we had one in place and there was no rush. We received Emails and text message saying the kit would be delivered on 7th! Sold the old Sofa and was removed on 6th. No delivery arrived. My wife called and spoke to them and was told she would get a call back! No call back! She called again the next days and was told a different story about the sofa and was told she would get a call back! No call came. 1st story was it was lost in the warehouse, second story was it was out for delivery and returned to depot. Story to me was it was only 2 cushions that were on the delivery and the manufacturer would deliver directly.
I called, waited in the queue forever. New story. The kit is lost in the warehouse. The lady I spoke to said she has sent the part numbers to the warehouse and I have to wait for a call.! I have been told I will get a call 4 times now! Have never received a call.
They have also taken the 1st payment!
Day three and they now decide to send an email to the warehouse!

Worse ever experience.
It has been exactly two month and 10 days since we have been waiting for our sofa and still not here(some say its lost in one of there warehouse,some say it has been delivered to your local depo now and we will call you in afternoon to book a date,some say its a shortage of foam.(although they have promised us deliveries up to 4weeks max as your choicen sofa is already a cancellation order from someone else):
Since last month we have been on the phone with them to chase it up, and each and every person we speak to (4hrs & 43min total conversation over the phone)gives us different answers and promises.
No one seems to know where the sofa is and when we ask them for the refunds they are not giving us a penny as they say its none refundable and you will have to just wait,and there is nothing we could do about it.
Do not buy any sofa from them as they hold your money rand some,then they will make you wait as you have no other choice.(even when you ask them to put you through a manager:they won't).we have done numbers of refurbishment (roof tiles,plastering,electrical,paint and decoration and none of them was as bad as it was with sofology).
Very very very bad experience.
Never again.

Ordered a sofa in December, a very pleasant experience, thereafter a total shambles! Received a text message on 30 Jan to advise that the sofa would be delivered on 07 Feb, then received an email telling me to clear the room and route to the room into which the sofa is being delivered, so I and my wife did as asked. 10.30am this morning (07 Feb) had heard nothing further so called you, apparently the sofa is still on the ship and I'm on a list of people that they were going to get around to calling today (the day of delivery) to tell me that the delivery had been delayed because they did not know the sofa was on still on the ship until late last night, Rubbish! Do you think I was born yesterday, your drivers don't turn up in the morning, wander around the warehouse to find the products to be delivered that day and then load their vehicles. Your warehouse management and dispatch systems know where all items are and prepare loads well in advance of the morning of delivery (or the night before). To add salt to the wound you then tell me that you do not book deliveries until you have the product. How on earth did you receive the product on the 30 Jan to book the delivery on that date, only for it to find its way back to the ship? Lies and more lies! I have wasted my time clearing a room and hallway only to have to put everything back, because Sofology did not have the common courtesy to tell me that they could not meet the delivery date that had imposed upon me (yes you don't get asked if the date works for you they simply tell you they are coming (or in my case they tell you the date on which they are going to waste your time)). A complete shower! A previously happy customer who is now a very upset and angry one, who will not use your company again!

I placed my order with Sofology on Sunday 5th September 2021. I added the care kit worth £39 to my order totalling my order to £2438. 00. On the 26th January 2022 I was told my Sofa was ready to be delivered and delivery was booked in for the 28th January 2022. This is when the problems started.

My order firstly arrived in a completely different time slot than what was given however this was not my only problem. It was also the wrong furniture. Our furniture had been made in the wrong material and although our email confirmation stated one thing the store in which we placed the order with ordered it in the wrong colour and material. We refused the suite of furniture and it took over a week to have something in our home to sit on as a replacement and still no answer into what had happened.

On February 3rd 2022 we recovered written confirmation that it was down to a store error and that it would not take another 5 months to have our sofa delivered. We were also told that our care kit would be delivered alongside our new suite of furniture and we were not to worry.

Our real suite of furniture arrived on Saturday 21st of May 2022 - 8 months after the original order date and still no care kit.

The drivers said they would make a note on the system and that it would be posted to us. We are now entering July with no care kit or compensation for what had happened.

The person I spoke to in regards to the compensation told me that my situation wasn't bad and I shouldn't be asking for compensation, he also dismissed me in regards to the care kit.

Do not buy with Sofology. They do not care about there customers or about the service they provide.

Our sofa was sat in their warehouse for 3 weeks and after 16hrs worth of phone calls we finally managed to get this delivered (wish we hadn't bothered) the reason for the delay was that no one had scanned in the sofa for delivery but they confirmed it has been there for weeks.
We had raised a complaint and asked for a manager to get back to us however no one has ever got back to us on this or had the courtesy of responding to emails or phone calls.
When the sofa did finally arrive one of the nuts for the foot was missing and the other loose, the drivers also had to cut the fabric at the bottom to attach the feet to the sofa. The sofa glides that we're ordered were also not delivered. It's like getting a shoddy second hand sofa and having to have it repaired straight away!
After another call today it turns out that again no one had bothered to action the email or resolve the issue.
Overall the service from sofology has been awful. Not one person has taken ownership of this issue or attempted to resolve this. Would avoid this company at all costs once they have your money and finally deliver a damaged faulty sofa they ignore you!

Radley sofa with dual manual recliners, not working as demo'd in store, but apparently "they work", so tough.

From the start, I nearly bought the Foster power recliner from DFS at hundreds of pounds cheaper than the Radley manual recliner I ended up buying with Sofology. The sales assistant in Sofology was amazing, so knowledgeable and friendly, an absolute credit to the company who went on to let his hard work down. I was sold on the superior quality of fabric with sofology and above all else, the build quality. Although not a power recliner, the manual recliners in store were super easy to use, so the in store demo model, combined with "the sell", quality of the build and fabric convinced me to pay more for a manual recliner.

Delivery day came and the driver was the worst. I cleared an easy open run through my open plan home from the back garden right through the house to make their lives easier than trying to squeeze through a narrow hallway, the drivers attitude the entire time was terrible "mate, I can't be bothered to take it round the back, we'll drag it through as I don't have time for that".

His demeanour and attitude was really intimidating and made me uncomfortable. He build the sofa up and shoved the handheld signature device in front me and left.

The second he left I went to try the new sofa but it still had cable ties holding the recliners down. So I cut them off. One side of the recliners wouldn't pop open and needed you to reach down and pull it out and the other side, popped open but wouldn't close.

I called him 1 minute after he pulled off and he huffed down the phone at me and said "mate, I haven't got the time, you need to call it in"... And that was that.

I immediately called up customer services and had to book a technician to come out.

When he came a week later, I noticed my sofa didn't have the sofa glides on it which I'd paid for, so had to call customer services to arrange a set.

The technician couldn't fix anything and needed to order a brand new mechanism for the one side, but told me the other side that wouldn't pop open was fine, I just need to hold me legs out horizontally in front of me before pulling the button. I disagreed, as I've never heard of that being the case with a recliner and it certainly wasn't the case on the store version. He disagreed and that was that.

Customer services arranged a new date for a new technician to come and install the new mechanism, whilst in the meantime I went back to store just to 100% confirm I didn't need to hold both legs up in the air before reclining. I spoke with a senior sales advisor and he laughed and told me the technician was talking absolute rubbish and that's the funniest one he's heard so far! And went to tell his other colleagues about the nonsense I'd been told. Demoing the sofas again in store, they were perfect, as I expected.

Technician comes back out (same guy) and installs the new mechanism. Now, it closed, but you need to boot it in to get it to close, so I said I wasn't happy with that. He advised it could take months for it to settle as it's a new mechanism. This made me wonder, when sofas are made in the factory, does it take 3 months to deliver because someone it just opening and closing the recliner for 3 months to get it to settle?... I don't think so.

The other side, no change and he stood by the horizontal legs out solution. Even though, the other side he just worked out popped out fine without the "legs out" fix. It literally makes no sense as a conversation.

I called customer services again to say I wasn't happy still and they sent a 3rd independent technician. He altered the spring resistant settings on the back which made the one side of the sofa A BIT easier to close, but I feel like Im still giving it a sofa boot closed, and the other side still doesn't open properly every time. He advised I'm not sitting on it right, that I'm sitting too far forward, even though I'm sat exactly the same as I am the other side which opens fine, with my back and bum right back on the sofa. However, because it "worked" more than it didn't when HE tried it, that's the end of the conversation and I should keep using the mechanism daily for 3/4 months to get it to settle.

I'm yet to call customer services again as I'm losing the will. I absolutely resent this sofa and the total experience. They're speaking to my like I'm a mutant with utterly stupid reasons as to what's happening with my sofa (as confirmed by their own store assistants), and I'm a pretty well educated and switched on individual... This isn't how it should be, or how it's sold.

I feel like I was conned out of getting the cheaper DFS power recliner, based on sofologys quality of fabric and build (ha! Joke's on me!). So disappointed. It's an expensive buy and I just feel completely ripped off. I'd love nothing more than a refund to wash my hands of this sofa and experience.

AVOID

Avoid This companyWhoever left positive feedback had never experienced any complications with them! Everything is great unless something goes wrong with them! The level of their customer service and dealing with complex situations is below 0. I really regret why I chose them and bought a sofa from their clearance section. Once I received a delivery text message from them as per their advice I disposed of my old sofa and surprisingly they delivered the wrong size sofa so I had to reject it. I called their customer service and they said it takes 48 hours to search the warehouse for the correct sofa! So they left me with no sofa and an unpaid day off from my workplace! After a week someone called Cloe Mackintosh contacted me and gave me the worst customer service I ever had! She keep repeating her sentences over the phone and did not allow me to speak with her manager or any senior customer service. Funny enough she did not want to refund me so she gave me a credit note with them! After all, they said we don't have the sofa so we can refund you within a week! Haha, They made me go to one of their branches and choose another sofa from the same manufacturer as I ordered a couple of other pieces of furniture based on the color and material of the initial sofa. The difference between the one they FAILED to deliver and the replacement one was about £200 so again their customer service rejected this! It had been a week since their senior customer service was supposed to call me and it never happened. They did not even refund me so far! They put me in so much trouble and ruined my plan. So AVOID THIS COMPANY AS MUCH AS YOU CAN AS THEY ARE NOT CAPABLE TO DEAL WITH DIFFICULT SITUATION AND THEY KEEP REJECTING THE CUSTOMER.

I was very happy, until the sofa turned up in the wrong colour. I ordered black and got a hideous grey/brown colour.

They have turned their backs on me saying that is correct.

I have been conned by their system, please be careful you don't fall the same way.

I just wish I read the reviews about them sooner!

Worst customer service I have ever had the misfortune to encounter. I paid for 2x 2.5 seater sofas. On delivery day one was clearly a previously returned for repair but had not been repaired - it had no feet and bolts were missing (the delivery driver todl us this). I waited an hour on the phone to be told they couldn't do anything for 48hrs and someone would call me. Nobody did. I called 2 more times and held on for an hour each time... then gave up. I emailed. Waited days for a pointless one line response that told me nothing. So I emailed again with a bit of a rant as it was Christmas in a few days and where would my guests sit as we now have only 1 sofa? I had paid them to take our old suite away. Got a call to arrange the redelivery. This turns up and then we realise that the first one is a 2 seater! The second one they delivered has scuffed and damaged feet, there is a ding on the side and still NOTHING! I've been phoning and emailing... eventually I spoke to someone who took details and pictures and said it would be dealt with now. Days later NOTHING! So I chase and I get an email saying they can't do anything without a batch ID, what is a batch ID? I don't know? Again another email response with a pointless and completely unhelpful response. It is always days in between responses...SO I've have now said come and get your sofas including the one you have tried to pass off as a 2.5 seater. I want all my money refunded. I will but a suite from a reputable company which Sofology is NOT. DON'T BUY FROM THEM! Once they have your money you can't get anything from them. WORST and NON-EXISTENT CUSTOMER SERVICE! Am I frustrated and very annoyed? Yes you bet I am.

I was served by a sales assistant called Chris at the Plymouth branch. I immediately fell in love with a clearance sofa. I sent my son home to make sure measurements were ok and the sofa would fit. My son said it would so we proceeded to buy the sofa and set up finance. Sadly upon arriving home I decided to double check and the sofa was 20cm too long and so I couldn't have it. I called Chris immediately and he has been utterly wonderful helping me to resolve my issue. He's managed to get me a full refund whilst I decide what to do next, but I can assure you after his customer services I will definitely be coming back to sofology. He also makes a cracking cup of tea! I'll be recommending sofology to family and friends for sure. His cheerful demeanor and willingness to help I feel shouldn't go unnoticed. He's a total credit to your company!

This company is excellent at sales and tell you everything you want to hear, but the Lazio 3 seater leather electric recliner sofa and armchair Ive bought has been delivered with damaged/dangerous wiring, the leather is scuffed/damaged, recliner motor not working correctly, parts hanging off and after a few weeks the leather seat is sagging and looking aweful. I feel incredibly disappointed. Frustrated and angry, these sofas were not cheap, but Ive spent allot of money for what I thought was going to be a quality product and the reality is very different, this company should be ashamed! If I could Id mark a 0 star, There is no way I would recommend this company, brilliant at selling, but over priced, poor quality damaged goods and the poorest after sales service Ive ever recieved.

Current Status
3 Emails sent - No replys - last sent to email below 10th of Jan - No reply or call
8 Calls to Customer Services- average hold time 30mins, problems rectified ZERO.

PLEASE DONT MAKE THE SAME MISTAKE I DID, STAY CLEAR OF THIS COMPANY.