Sofology - Support Centre Reviews 240

Waited 4 months for delivery of 2 settees. One of the settees arrived incomplete, minus its chaise. We had to initiate an online complaint, but were told we had to wait for the warehouse to report on its whereabouts. A couple of days later we then had to report via their 'zen' desk, faults with the other settee, a loose back and creaking frame, to which we have not had a response. We were unable to contact them on the phone, kept on hold and gave up trying after an hour. After waiting 10 days without a response we wrote and emailed to cancel our order, requesting they collect the settees. Another 9 days have passed with no acknowledgement.
We will now contact our bank to initiate a charge back.
We can only guess that Sofology are in difficulty since being taken over by DFS. Appalling lack of customer care, advise you avoid and shop elsewhere. Just to add, yesterday we recieved an email from them to say our issue had been resolved. Oh no it hasn't. We complained again and they emailed us back to say our case had been escalated and someone would ring us back within 4 hours. Still waiting for the call over 24 hours later. CROOKS.

Suzanne was very helpful and great to deal with when ordering. Overall very easy to order exactly what we wanted with no pressure for upsale or add ons.

Dont buy a sofa from them. Went into the NEW Swindon store, the first Sales man was very pushy to the point we were walking out, another sales man saved the day. The sofa turned up on time and the installers were great. Then a month down the line the Electric Switch and Motor dies on one of the recliners. Now 4 months down the line and still no sign of a fix on the sofa, we still have not had the Care Kit that cost £50, you then spend hours on the phone to get no where very quickly.

Ordered the most expensive sofa in the place at Oldham Elk Mill order was just short of £9000 sales woman was a bit pushy but nothing to excessive just doing her job I suppose.
Paid our deposit of £925.00
Then onto the finance with V12 finance what a fiasco first they phone me in store to ask me security questions then they want ID and bank statements sent them still no decision I have great credit by the way.
Then the following day they want more ID and more questions so I just cancelled the order.
Now the fun starts I went back to store and spoke to Manager to refund my card and he said my system is down I can’t process it.🤣🤣🤣 laughable.
He gave me a load sales talk and head office number to ring.
Rang them today and was spoke to like s—t no CustmrSrv skills at all and was told WE WILL CONTACT YOU IN DUE COURSE TO REFUND YOU AND HOW YOU GET THIS NUMBER.
Wow I couldn’t believe it so they have my £925 and I have no idea when I’m getting it back.
I was quite within my rights to cancel within the 7days as I was told I could.
So if you go for credit make sure it’s in place before you pay your deposit otherwise you end up like me feeling robbed.
Kev

Ex employee. Worked there just a short time. No proper training. Team leaders don't help. Managers don't take calls if customer requests. No response from warehouse. Managers don't care when a customer is upset. They just say it is what it is. Awful place to work in customer service and we got all the slack which is understandable seeing as noone in the company takes ownership. Worst part of the job was listening to people really upset and not being able to help them.

I had a Coco 4 seater, 3 seater and large footstool delivered in June 2021, the footstool was badly damaged and a replacement was ordered, I was told that the footstool would take 14 weeks, Then after numerous emails, phone calls and online chat I found out that the footstool had been lost, I was then told it would take 20 weeks to reorder, I have heard nothing since, they never reply to emails, I have no idea if I have a new footstool coming or not as cannot get hold of anybody, I am not paying for a damaged footstool so will have to continue emailing and phoning, do not buy from this company, the after service is appalling, this has caused a lot of stress and joining the group Angry Sofology customers on Facebook I am not alone and the posts on there are dreadful

Ordered June 2021 failed to be delivered within the quoted timelines. Even allowing for shipping issues and Covid. Four failed deliveries "Item not loaded on van" "Lost in warehouse" Complete lack of communication throughout. NIce stores, but awful supply chain and aftersales service. Avoid

Once you've parted with your cash... you really can expect zero customer service!
We ordered a sofa i at Sofology Cheltenha in August, it arrived in October minus the 'feet' that it is meant to sit on, the sofa is still not fit for purpose as it could collapse without the supporting feet. It is now 21 December and numerous communications (instigated by ourselves as Sofology don't want to know) have resulted in us still not receiving the missing feet.
To make matters worse... you guessed it..they are playing the covid/Brexit 'card', that the problems in communications and their ability to resolve the issue are a result of the pandemic/Brexit. They had no problem taking our money back in August though.
Terrible company, dreadful service..wish I'd checked the many reviews before we visited our Cheltenham store. Be warned!

The front end in the store is fantastic - hiding the worse customer service experience imaginable! Just hope you don't need to speak to someone, amend your delivery or if you have any kind of complaint after your order is placed. Excessively long queues to speak to someone and then responses that suit Sofology, not the customer. The customer really doesn't matter. Your 'My Sofology' account doesn't allow you to amend or request anything (don't be told otherwise), which would be a simple fix, but then the customer gets what they want and that's not Sofology's business model, so you're directed to phone or to use an online form. I tried this form four times over eight days to save time and reduce call queues for Sofology. I got a nice automated message on all, giving me a ticket number and saying the request will be dealt with within 3 working days, but alas, 2 weeks' later, still no response to any. Sorry Sofology; nice retail space, poignant written words and friendly sales people give you retail outlets, but your lack of post order support and most importantly a customer focus, will never make you a business people will want to use, return to, and recommend.

No option to leave zero star review so I'll say the 1 star is for the store sales team as they are very helpful and just as frustrated with the after sales team as us ! Had numerous failed delivery dates for my sofa. Finally got my chair after a few failed deliveries but the excuses I've had regarding the sofa are now ridiculous. I've finally given in and requested a full refund. The refund can't be completed until the collect the chair and I've now had 2 failed collection dates for the chair ! As they have failed to collect my cancelled order can't be completed and now the finance group are taking payments !!! What is so hard about arranging a chair collect and actually doing it !
I've never experienced such terrible customer service. Premium rate number to call, in hold for at least an hour but up to 3 hours and then numerous promises of calls back and not 1 person has rang me back !
I'd seriously avoid Sofology.

The worst service you can imagine. I can't believe this level of poor customer service is actually legally possible. I have ordered my sofa back in September and was meant to finally get it last friday. The guys with the delivery arrived on Friday only to drive off. By the time I opened my door I could see them driving off. Absolutely bizzare. Later on someone rang us about additional part that they will deliver which at this point we clarified we haven't got the main part i.e. sofa yet. All day nobody bothered to contact us about the sofa that won't be delivered as promised. So after 2hours in a queue I got through to a very rude guy who told me sofa was returned he doesn't know why or how to get it back to me. I asked if they will re-attempt and his answer was whether I have a re-delivery booked I said no he sarcastically commented saying well then you won't get it re-deliver tomorrow.... To which I responded with f*** underneath my nose and even apologised for the bad language. The advisor took this as opportunity to terminate the call because I was abusive towards him. If anything I was the polite person patient etc but if someone being sarcastic and you get that kind of news its normal to swear one word not at him to myself more like... Anyways throughout the weekend nobody got in touch with us. I have written complaints to which nobody replied to. I waited another hour on a line on Monday to be told the same story 'its returned they need to scan it back' I was promised a call back which never happened. I am currently waiting 2 hours on a line to get through to someone.... I sold my sofa the day before delivery so don't even have anything to sit on. The level of ignorance is unreal. I would never ever buy from this place

I ordered a sofa on 30th of October , was promised a call for delivery within 2 weeks with a definitely before 4 weeks.
Phone call never came , so I tracked the order and found out at this point that it was delivered in 2019, the horror of thinking that can't be right, please dont tell me this is potentially a 2nd hand sofa and 3 years old worth of use already!
Took this up in shore, absolutely shocking customer service, to the point I felt intimidated by all 3 members of staff at once, more or less accusing me of lying, that I'd not been made aware it was 2nd hand and it was clearly labelled and the staff would've told me what the label meant...NOT! this wasn't pointed out at point of sale; as I wouldn't have bought it and definitely not 3 years old!
That no one else had ever complained, that's because they aren't made aware in the first place; as I would've been blissfully unaware if it'd been delivered as promised!!
Told it's ethical resourcing, irrelevant ..... NO it's second hand full stop , it should state it clearly, not an ambiguous meaning "re home me"....that could mean ex display, been returned because couldn't fit through the door, changed mind.... used for 3 years means 2nd hand !!
I was made to feel it was my fault and that they were doing me a favour selling it half price !... which it wasn't, as the original price was £500 cheaper 3 years ago anyway!!
They didn't know where it was and someone from the warehouse was going to ring me...didn't!
After the shock and upset from their attitude, I returned to face them as totally mis sold and ask for my money back.
They agreed and put this through the system, however they wouldn't give me a confirmation letter, as said it was a different department and it would take 10-14 days.
They're quick enough to take your money through the card machine, don't know anywhere that doesn't just use that to refund your money!
That was on 28th November
I'm still waiting for my refund!
1 hour waiting times on the phone, enough is enough, where is my money!
I will never use this company again !
PLEASE AVOID AT ALL COSTS...
SHOCKINGLY RUDE CUSTOMER SERVICE!

l ordered my sofa's in July 2021 a 2 n 3 seater Leather recliner sofa's they were due to be delivered in October
but were delayed, to beginning of November, then further delayed till 20th of November then further delayed till 7th of December in the end they arrived on the 9th of December. In all this time no one from Sofology customer service contacted me to apologise
for the inconvenience, l rang many times could only get through to the store manager who informed me they had no way of contacting customer services, other then rasing a complaint form many forms were raised but still no one came back to me with any update in regards to my sofa's. Instead l was told at one point when l called the store that they were happy to put me through to a department to cancel my order, this was VERY POOR customer service instead of trying to help and reassure me this stressed me out even more. l had my mum who is a cancer patient sitting on my garden Ratton furniture in the lounge, l can't explain the distress we have been put through not so much due to the delay but the fact that l had to call SOFOLOGY sooo many time's to chase up my order the fact that soo many forms were raised by the store manager still no one called me back l was told they can arrange for temporary sofa's but still nothing no one called to arrange this with me week after week same thing. The experience l have received from Sofology has put me off ever recommending them to anyone ever again l would never buy from them again VERY VERY POOR CUSTOMER SERVICE AND THEN FURTHER MORE A SLAP IN THE FACE WHEN THEY OFFER £50 GOOD GESTURE LIKE REALLY??, THIS IS WHAT YOU GET FOR SPENDING OVER £2500 WITH THEM . ALL I CAN SAY NEVER AGAIN AND GOOD LUCK TO ANYONE WHO IS THINKING OF PLACING A ORDER.
BUT I WOULD LIKE TO SAY THANK YOU TO THE 2 DELIVERY GUYS THAT DELIVERED AND ASSEMBLED MY SOFA'S NOW THAT'S WHAT I CALL CUSTOMER CARE, IT'S A REAL SHAME THAT THE CUSTOMER SERVICE TEAM FOR SOFOLOGY IS SUCH A DISAPPOINTMENT THE WORSE EXPERIENCE EVER.

I wish I could give sofology zero stars. I returned my sofa because it was not the right colour and did not fit the room as I had thought. sofology did deliver the sofa on time and happily took my money in full for the sofa prior to delivery ( bad mistake!). Waited TWO hours to speak to someone regarding its return. They picked the sofa back up on 19th November and I still have not received my refund even though their terms and conditions say all refunds within 14 days. I have sent numerous emails - made a formal complaint and even found CEO email and like other frustrated reviewers I have heard absolutely nothing back. This is disgraceful and continues to cause me stress as they have my money and I cannot buy another sofa until I get my refund.

Sofas due for delivery on Saturday 4th, drivers arrived on time BUT only 1 sofa on board. Hung on for 3 hours to be told wrong department, advised to expect a phone call the same day. 3 days later still waiting, no response from email either.
DONT BUY FROM THIS COMPANY
Better service at DFS, wish we had gone back to them!!!
Will somebody ever contact us; will we receive our other sofa???
Come on Sofology - get your act together!!!!!!!

This is the worse customer service experience I have ever had. We ordered a Clearance sofa and were told at the time of ordering it would be available for delivery within 3-4 weeks. We were then updated to say it would take an extra week and they would call to book in delivery. Never had a call. Called them, only to be 76th in the queue!!!! Tried calling several times after this to still be in a queue 60-70 people in front of us. Spoke to the sales (got through straight away) they couldn't help and said they would put a request into the warehouse to see if they had it ready for delivery. Checked my account details online today, the order has been CANCELLED! Unbelievable!!!! Absolutely devastated to say the least. We are now without a sofa for Christmas time.

I have never received my sofa order.
Delivery date has come and gone no items -money swiftly taken from account.
The most alarming aspect is the non-existent communication from Sofology.
Zero updates and the fact you cannot contact customer services (hours on hold then cut off) no response from web chat/e-mail a wall of silence.
The lack of customer service has to be the worst I have ever had the misfortune of experiencing. It is bordering on criminal there is no excuse for such dreadful service other than lack of staff/investment or interest.
I have handed over a large deposit which I feel genuinely swindled/robbed off the phrase Caveat emptor rings loudly in my ears.
My transaction with Sofology to date has left me with feelings of anger, angst and anxiety words that I never imagined I would feel when proceeding with my purchase.
My advice is AVOID AVOID AVOID life is difficult enough at this present time extra stress not required
Thankyou
*Updates will be provided*
Eventually managed to cancel order and get deposit back .I really don't how there is one good review about out this company the management team should be dragged in front of Trading Standards.
If you have a spare three hours try this little experiment phone 03444818181 before placing any order or going anywhere near a Sofology store. Then imagine you have no sofa to sit on whilst sixtieth in the queue then getting cut off around about the low numbers and finally add the small fact you may have already handed across 2-3 thousand pound maybe more.

Caller 29 (started at 70) 3.5 hours ago. Not sure which will give up first, the call centre staff, me, or the phone battery.

Dont buy anything from sofalogy worst company ever !!
I bought a corner sofa from the clearence rang of sofalogy for £1750 and was told the sofa is an ex display sofa with an excellent condition.
When I received the sofa there was some marks on it but we accep it as I thought as long the sofas quality is great its ok , but after using the sofa after 2 months we noticed the leather was pealing off from around the stitches and then it started to peal and the colour started to fade in seating area so I contacted sofalogy they asked the proof I sent them the pictures then they booked technician in one month time on the day of the appointment I received a call the technician is not well they cancelled the appointment and rebook it for the next 2 weeks after so all together it took 2 months since I reported fault to them so finally technician came over and took pictures of sofa and went back then after few days I received an un clear email that sofalogy is going to close my case as the sofa pealing and fading colour is as a result of tear and wear and if I want to repair it I will have to pay £100 for them to repair it for me .
I emailed sofalogy nobody responded so I called them after hours of waiting in the quee I got to speak with them the customer service girl was so rude and un polite she was not ready to co operate with me as I told her I used the sofa for 4 months how come the real leather sofa could peal and fade and sofalogy technician and sofalogy says its tear and wear .
She was constantly repeating the same thing we work based on our technician report if he says its tear and wear then we cant help you I requested to speak with her manager but she refused to put me to speak with her manager so rude and ready to fight with me over the phone .
So finally sofalogy is a crap and cheat company please please don't be fooled by their sweet conversations befor sale as they will show their real face after they taken your money .

Awful customer service, no leather care kit delivered and damaged sofa! Can I get through to any one ? Absolutely not!