Sofology - Support Centre Reviews 242

I payed for my furniture 12 days ago by transfer which I was told would take one day to clear in time for my delivery. The delivery was cancelled as this was the wrong information and it would take 5 days to clear. It is now 12 days later I’ve asked to speak to someone in the management team and have been several times and been guaranteed a call back but no call. Same thing today. I’ve paid for my furniture in full but they say they are waiting payment. And there is no one I can speak to to look into this further. Never experienced customer service like this.

Awful, awful and more awful. Stores are great. Logistics terrible and support are useless.

Ordered back in Jan, tole I would have mid April. Now mid May. Got told it was “docking” and would get delivery booked in the next day. Never heard anything. Turns out I was misled and told false information. Now they are chasing with their supply chain team who simply don’t reply. It’s just excuse after excuse after excuse and no tangible information. Do not ever order from here as it’s the worst service at premium prices

I currently have no idea when the sofa is going to be delivered….

Poor quality technical information in store resulted in my ordering a battery pack with my sofa that I didn't need and which cost me £100. When I tried to return this for refund or credit note I was told they couldn't accept the battery back or offer a refund. Had they had the information I needed in store I wouldn't have had to needed to waste £100 on a battery I don't need. I'll be avoiding Sofology and DFS going forward.

Once they have your money they dont care. They dont tell you about the fibres move and can make things feel and look flat.

Gave me 2 days notice for a 3 week early delivery . Had to then borrow funds as didn’t get payed till week after . Had to then break my old settee up and many trips to the tip as I had already booked some one to take the window out and he wasn’t available. Then got a call an hour before it was due saying part missing Carnt deliver .appalling customer service . Someone will call you un 3 days . Nothing to sit on . Im going as far as I can go with this Evan the ombudsman. Sick of companies take ing your money and then not giving a dame

Paul from the direct sales team was so helpful and efficient. He made the ordering process a dream!
Can’t wait for my Georgio sofa to arrive 😆

I don’t normally post personal content on here but Sofology what’s going on !!!!

In 25 years of sales and customer relations I’ve never gone from thinking what amazing customer service to that has to be the worst experience in retail I’ve ever experienced.

In the store we we had recently spend thousands not on finance the sales team where so helpful with my request to exchange for a better product however the store manager only words where speak to customers services I can’t do anything … that’s your store manager people.

Then I call the number he gave me and the tone and the way I was spoken to I could of been interrogated by the police in a better more understanding tone and support and then he puts the phone down on me.

To any higher ups at Sofology I think some training and coaching is needed BADLY !!!

Won’t be going back again

I've asked Sofology for a DSAR and final response with reference number and they're just ignoring me. Keep trying to close my query and clearly hoping I'll go away. This is a replacement sofa from them after the first one was shocking and have further issues now caused by 'friction of fibres' that they're saying isn't a fault because 'this is a known feature of chenille'. Unable to answer why, if this is known, they're making their sofas out of this. Trying to claim their sofa is 'nothing to do with the fibres bobbling' despite the fact that friction by definition requires TWO objects rubbing together, one of which is the sofa, so fail to see how it's nothing to do with it... the other item is regular clothes that I wear in which to sit on my sofa. Absolutely disgusting customer service

Sue was very helpful both speaking to myself and my partner, very professional

If I could give zero stars I would. Never experienced such disgusting after sales service. Sofa was delivered damaged so I didn’t except it. All legs and leg blocks were broken. Was then told I had to except it or cancel order and once redelivered they would repair it. What company supply’s damaged goods??? The sofa bed was over £2000 and I needed it for Xmas so had no choice really than to accept this. After complaining I had staff promise to call me back and didn’t, wouldn’t respond to my emails and then after 5 weeks of lots of calls and emails they offered a refund of the delivery charge or collect sofa and give a full refund. They made it very clear that was a final offer and couldn’t care less about the service provided. I had to take 2 further days off work unpaid for the redelivery and then the repair of the sofa. I will never use this company again!!!!

Hundred percent customer value wonderful company to deal with thank you

Can't create account, contacted support and all they did is say "Oh weird, I can't on my end either..." MAYBE INVESTIGATE AND FIX IT?! HOW ARE YOU EVEN DOING BUSINESS?

Abysmal unacceptable non service from SOFOLOGY , paid in full over 2 months before delivery . Chair arrived in a disgusting filthy state . The delivery guys were in agreement and took it back either them . We now after nearly a month and promised full credit immediate , apologies wasted time still not received our credit 😡. Avoid this overpriced 1/3 rd rate company Now they have the audacity to reply on Trustpilot after half a dozen emails and phone calls to this exact address 🤬

First Sofas were sent back after awful stench of toxic fumes which were poisoning my house which led to hospital admission to treat pneumonia caused by a fire retardant the manufacture was trialling FORMALDEHYDE also used to embalm bodies!!Credit note offered after lot of hassle & sofa removed out of my house, new sofa ordered & promised that chemical was no longer used. Delivery promised in 12 weeks 4/12th still no update. Was told twice the sofas were in local depot waiting to be delivered then to be told they do not know where my order is. Requested a call back from manager at least 10 times, I'm still waiting....call received after making this true review & have been told sofa will hopefully be here end of January!!All promises broken & Christmas ruined 😡 Now waiting for refund

There was a delivery mistake which should have been easy to resolve, but after 2 calls that went unanswered and an email sent, all I get is an email telling me to call the number that doesn't get answered. I'm very disappointed in their customer care after purchase.

Went to the Gateshead store picked a sofa went home measured the wall it was going on went back told them how long it was to which the guy called Dave said oh yes that will definitely fit it got delivered today to find that its far too big so rejected the order rang customer service they were rude and unhelpful when I said I have kids one who has chronic kidney disease and they said that's not our problem worst company ever leaving myself my daughter and my disabled child without a sofa and then tell me if I want a different sofa I have to pay a fee of 900 quid absolute conartists

I’m actually at a loss of where to go with chasing my sofa. Constantly getting fobbed off and everything is a wait of 72 hrs from a call back to screening of sofa from delivery network to being given a date. We ordered on 22 September with a guarantee of Christmas delivery and no one can tell us anything. Put two complaints in and am now waiting 72 hrs for a bloody call back with only 2 weeks until Christmas. Terrible company and service

The initial process of buying our sofa was a good experience. Since then when my sofa was delivered incorrectly, it has been an absolute trauma to try and get to speak to people, emails ignored and we are 6 weeks in and I've still not received the rest of what i ordered, which i may add went to another customer, so therefore I will be receiving secondhand goods. Still not resolved, still emailing, still calling, been back to the showroom and yet nobody really cares.

I ordered a sofa (£4299) in August, I put down a large deposit and took advantage of the 0% finance on the balance. Sofology contacted me to 2 weeks ago to let me know my sofa was ready for delivery, I confirmed a date of 27th November. I received a text from Sofology on the 25th November asking me to book the delivery, given my delivery was already booked, I called Customer Services who advised me that my delivery was cancelled as there was a £2k outstanding balance. I told Customer Service that the £2k is funded by the finance agreement and they said “you don’t have a finance agreement” to which I responded “I do, I’m sitting here reading it”. Anyway after spending about 2 hours on the phone to Customer Service, it transpired that Sofology had attached my Finance Agreement to a previous order by mistake. Naturally the Customer Service team were unable to resolve the issue, so it’s been escalated to a Manager. I’ve had zero response from anyone in Sofology, I’ve sent emails to the complaints team and social media complaints requesting the error to be resolved quickly. Sofology have failed to deliver on their promise to respond to my complaint within 72 hours, I’ve literally heard nothing from them, every time I called Customer Services, I’m simply advised that I need to wait for a call or email, there is no accountability for an error that they have made. I have no sofa’s, no resolution and have lost all trust in Sofology. Up until this experience, I would highly recommend Sofology as I’ve ordered from them several times before. But my advice now is to completely avoid them.

Appalling customer services and dishonest delivery driver bodging the build of the sofa by forcing a large screw so hard into the frame of the sofa because the hole where the leg should be fixed did not have a screw receiver. The driver forced it so hard he snapped the head off the screw and left without telling me. Sofology have not arranged the replacement or made contact. Terrible company!!!