Sofology - Gateshead Reviews 4.019

My experience in the store was really good but Iv been disappointed with the fact that I ordered a swatch on the day that I ordered and payed in full for my purchase which was on the 26-04-26 and I’m still waiting for it to arrive. I contacted customer service via the online chat and although sympathetic it turns out I just have to reorder my swatch which I have done. I’ll be very disappointed if it doesn’t arrive this time!

Hazel and Jo went above beyond at metrocentre store . They were so knowledgeable and really helped me choose the right sofa . Lovely ladies

Jane was excellent and was very attentive, superb customer service.

Friendly, patient and well informed staff

Lots of choice
Helpful knowledgeable staff

WARNING! This in an update since writing my original review. I receive an email from Sofology telling me to contact them to resolve my complaint. I received a reply stating that wait times for repair submissons has increased to 7-10 days due to the volume of repair requests, which speaks volumes about the quality? We have now been waiting 16 days? More worrying is that when I tried to use the same email address it comes back as undeliverable? So this is the only way I can get their attention. We paid £2250 for my sofas and I might as well have thrown my money away. Less than 6 months old they are already falling to bits. The most infuriating part is that we paid an extra £140 for the repair insurance which was also a waste of money. Depending on which heading you use when making an online claim it will invariably tell you that your particular request is not covered by the insurance. My first attempt at claiming was refused and my second has apparently gone to the claims department to see if it will be accepted? That was nearly 2 weeks ago and I still haven't had a reply? We now have a relatively new sofa that needs to be binned. Poor quality, expensive products with misleading and appalling after care service. PLEASE SPEND YOUR MONEY ELSEWHERE.

The advisor was really good and helpful and she explained how the process was going to work

Store was clean and we were able to browse without being hassled. Earl was incredibly helpful with helping us make our choice for our new home. Out of the huge range of great options they have at the store Earl helped advise us of what options could best suit our needs whilst knowing exactly what we wanted. Payment options available to suit the timeline we are expecting and explained all options clearly. We can't wait for our new sofa. Would highly recommend a visit to this store.

Very well looked after store,staff very welcoming and able to help when required,the gentleman who helped me pick my required sofa was very good and helpful,first time buying with sofology was impressed.

I’m really disappointed to have ended up cancelling my order with Sofology, especially because the in-store experience was actually very positive.

The issue started with incorrect details being entered by the salesperson for the finance agreement. What should have been a simple correction quickly turned into a long, drawn-out process involving over 20 emails and hours spent on the phone. Each time it felt like we were getting closer to a resolution, something else would go wrong or we’d be asked to repeat information we’d already provided.

It became frustratingly clear that a basic administrative fix just wasn’t being handled efficiently. The lack of ownership and the constant back-and-forth made the whole experience far more stressful than it needed to be. In the end, I reached a point where I’d had enough and decided to cancel the order before it was fully processed.

It’s a real shame, because the service we received in store was good. Unfortunately, the aftercare and handling of what should have been a straightforward issue really let the whole experience down.

Very helpful and informative

Shocking customer service!!

I went to Sofology and found two sofas I loved but I was unsure which sofa to choose. The lady in store told me she could email me links to the two sofas I liked so I could think about it at home and place the order through her once I’d made my decision. She reassured me this would still count as a store order, which was important as I live over an hour away from my nearest store.
I did exactly as I was advised, only to then be hit with a £125 delivery charge. When I queried this with her, I was told that if I had ordered in store she could have sorted it, but because I ordered online it was now out of her hands. This made no sense considering she was the one who instructed me to order through the link she sent.
I explained again that I had only followed her advice, but instead of offering any help or trying to resolve the issue, I was dismissively told, “All that matters is that you have your sofa.”
Absolutely shocking attitude towards a paying customer. Rude, unhelpful, dismissive, and clearly only interested in securing the sale rather than providing genuine customer service. I certainly wouldn’t recommend shopping here based on my experience

We were allowed to browse without being hassled. Once we asked for assistance the staff member was friendly, helpful and patient. We were advised of alternative materials to suit our needs which we appreciated over being encouraged to buy a more expensive fabric. The staff member should be acknowledged for their great customer service. Thank you

Friendly staff.
Wanted a riser recliner chair, there was a limited choice. We are happy with what we ordered but wasnt expecting it to take 11 weeks to be delivered.

Excellent service

We bought our sofa for the Gateshead Metrocentre shop and Hazel was absolutely amassing and left us to wonder round the shop taking our time looking with no pressure at all.

Our sales lady Hazel at the Gateshead branch was superb. Very friendly and knowledgeable. Not pushy.. she just left us to have a good sit on the sofa for as long as we needed . We bought it with her help. Lovely lady credit to the company

We walked into store, seen the suite we really liked, spoke to Dan and she gave us the price and we said yes, so simple and straight forward without the pressured sales jargon

The staff were knowledgeable and friendly.