Sofology - Support Centre Recensioni 237

Paul from Omni was very helpful and secured us our dream sofa! Perfect service and really took his time to talk me through every step. Thank you for your exceptional customer service!

What an appalling company. You order sofas, then wait the allotted time. Nothing arrives. There is no contact from the company. You try to ring them, but the phone just cuts you off. You email them and they ignore you. You message them on FB and Twitter, but there are so many people asking for help on there, you realise you’ve got no chance of anyone replying. What to do now? Any thoughts? I’m at my wits’ end. Use the Lounge Company if you want sofas. I bought one off them a few months back and they were fantastic from start to finish. REALLY wish I’d used them again.
Post Script
Don’t pay any attention to the reply from Sofology below. They are only trying to look concerned. I emailed as requested and two weeks later haven’t had a reply.

I am shocked by how many people are in the same situation as me. Supposed to be delivered Friday, didnt turn up. 3 hour wait on the customer services number only to be told she would need to speak to someone else about it, promised to phone back yesterday. no phonecall. this morning logistics phoned to say that it will be delivered next week so we will have been sitting on the floor for 10days by that point and reading reviews on here i dont have much hope it will be delivered then either. Totally disgusting company and service. Avoid like the plague. they need to be shut down doing this to people. They were quite happy taking the money in the shop!
UPDATE: We have now requested a refund and looking for a sofa elsewhere. The staff in the shop are super helpful and this is where the Customer Service ends. NO reply to their online chat, 3 different email addresses, Facebook, Instagram. Nothing. Before you buy from here, please look at Sofology Complaints group on Facebook. The amount of people who are waiting for a sofa after no shows and even the van has turned up to deliver the sofa only to find the sofa is not on the van! Please think carefully before parting with thousands of pounds. It has been a really stressful experience i wish no one else to go through.

I been waiting for nearly 19 week for my sofa to be delivered.
The weekend estimate dates is in November 2021.

I have trying call customer service many times and I have been waiting for nearly 2 hours on the phone finally the agent answer and of course no news and I’ll need to wait for the customer service to contact me to arrange a delivery date.
It’s getting too much now.
Please confirm when I’ll get my order.
I have been in new home and I don’t have sofa since I moved in 18 week ago. Now when I login show estimated delivery in anther 2 week 20 week waiting and no guarantee when I’ll get my sofa.
It’s shocking company how you operate in UK. I’ll escalate this matter very soon.

The showroom were very quick to take the money and place the order.

11 week wait time.

Delivery booked, time slot given and then.... Sofa doesn't arrive.

Phone customer service and wait 3 hours to speak to someone who claims it's a failed delivery and they will reschedule for a few days later.

Fails to arrive again.

I spent over 16 hours trying to get through to them on the phone, countless unanswered emails, tweets and messages.

Horrendous customer service who literally have zero idea what they are doing.

Eventually got a full refund but I am now without a sofa as my old one was taken away on the original delivery date.

Avoid like the plague.

I have Never dealt with a more incompetent company in my life absolutely no customer service at all sofa didn’t arrive after me getting rid of my old one and no phone call to say why so I was left with no sofa having to go elsewhere and wait another 16 weeks apparently you lost it it’s about time you were closed down so many people left sitting on the floor for months after being let down in so glad it wasn’t my elderly parents I will let everyone know not to go near this company

Worse customer service ever . My delivery should have been sat 30th October. Was cancelled by sofology
Very late on delivery day due to some1 hurting themselves. Its now 4th November and still waiting to hear when my delivery will be rescheduled for .not a word from customer service when I try to call waiting time is over 1hr and this is no matter what time or day. Wish I had read some of these reviews before I spent such a large amount of money with a company who does not value their customers . Very Very bad service I have had no sofa to sit on since .sofology does not seem to care . Would never shop with this company again .worst mistake ever . Would definitely not recommend .hope to get my sofa in the next few days . No harm in dreaming eh 😌 Very frustrating 😑

We purchased our sofa 18months ago on credit, it was sold as a premium leather sofa and was over £3,000. The sofa has rarely been used other than seating at night odd times to watch tv, this is all. no pets no excessive use and its 18months old.
A engineer came out today, he was here for around 7-8minuets? he got a cloth out, wiped the back of the sofa and the sides, gathered a little bit of dirt on a cloth, he then said in my 23 years of experienced, if you haven't cleaned your sofa in twice a year your leather will corrode?

I then asked him well he wiped the back of the sofa and the side of the sofa? Both these parts of the sofa are in immaculate condition and the leather has not corroded one single bit?

So why has it only got corrosion on every single seating area? we are a family of 5, 2 of my children are 7/5 and a new born baby.

This isn't one certain seat which is corroded, its every single seat? Its under 2 years warranty, still we are told by the engineer basically its our fault.

I Would also add, that after him giving it a good wipe, he had less than a small layer of dust on his cloth, this is just a excuse used to customers.
The leather us poor quality, we have owned leather sofas for over 8 years, this is a very poor company and this sofa was not a budget sofa, it was one of the premium ranged sofas?

If you cannot sit on a sofa without it corroding within 18months they should not be for sale.
I would also add we have cleaned this Sofa a lot more than twice a year, we wipe it down with a cloth and water regularly.

You are advised to use a leather cleaner to stop the leather drying out and cracking when purchasing a sofa, this is not what has happened, the sofa has completely corroded on all 4 seats.

The technician was absolutely useless, no point him even arriving, he turned up 7-8mins he had left telling us basically there's nothing he can do, even tho he agrees we need 4 new seat covers, said he will feed this information back to company.

Very disappointed, in future ill stick with DFS and the more reputable sofa brands, tried a newer company who are just churning out absolutely garbage quality sofas at premium prices.

We are now stuck with a sofa we owe credit on for another 6 months which ruins the image of our home and we have to now put throws over it.

avoid this company and stick with the companies who have been doing this for 20 plus years who are actually selling premium quality leather which wont dissolve after 18months of just sitting on a sofa.

I have added a picture in my profile pic, If I could add images I would show you the condition this sofa is in after 18months, from simply sitting on it, terrible.

3 hours in a telephone queue of 42 people.. when I got to number 6 they cut me off.. horrendous service! I have never known anything like this. Severely regretting my order

Very helpful staff, prompt delivery.

Please Please if you are reading this, do not buy from this company - sales team are great but they will take your money and nothing will arrive - I have like many others not received my furniture and have had to endure endless hours each day trying to get through, to be told someone will call be back - this was 10 days ago and still no update / no refund and no furniture. Despite chasing them by email and phone calls daily. How service like this can be allowed to happen is shocking, to leave families with no furniture for days and in for some people months is shameful. Please Please shop elsewhere its just not worth hassle.

Needed to call head office about a missing item, waiting just under 2 hours to get through to someone. got to position '2' in the queue, then it jumped back to '5' (???), meaning I had to wait another 20 minutes to get through.

The store are great at selling and taking your money. However it is impossible to get the product delivered. We had a failed delivery on the agreed date as at 32 weeks pregnant I could not help with the lifting (I didnt realise this was a requirement). Was told there would be another delivery on Wednesday nothing happened. I have spent 16 hours on the phone to them so far to have a date. I have written complaints and not had a response. Still no idea if and when they will redeliver the sofa. They are very incommunicative once they have taken your money. Update - we have now found out that they have lost a piece of the sofa but they still will not process a refund.

I placed an order on 25 May 2021, which had a 9 week lead-time (27 July 2021), after placing the order the mysofology indicated that the delivery date would be 17 August (12 weeks from order). I understand we are in unprecedented times and there are unforeseen delays and material shortages so we accepted this without any complaint.

It then took a further 10 days (27 August) to receive a text to allow us to book a delivery, the earliest delivery date was 9 September, this takes us to 15 weeks from order and 6 weeks past the original delivery date, again with zero complaint and total understanding of the supply chain issues they may be facing.

Unfortunately, this is when the issue became worse, we did receive a delivery on 9 September, however we was informed by the driver that the two seater sofa was missed from delivery and that Customer Services would call me shortly to advise on the new delivery date, again, not great but we took it on the chin and accepted there was nothing the driver could do.

I did not receive any communication from Customer Services on either Thursday 9 or Friday 10 September. I had to call on Monday 13 September, with a two hour hold period to obtain an update. I was told that the item was missing and that it was been investigated and I would receive a call back within a few days, this did not happen.

I then tried other means of contact, Social Media, that appeared not to be active, Emails to customer services and Online Forms, all of which resulted in zero response.

We are now 5 weeks from delivery, 20 weeks from order and 11 weeks from the original delivery date and I am still missing half of my delivery.

I've called on numerous occasions now and spoken with different people along with trying the online chat and emails. I've been promised call back from all of my telephone conversation and once again received nothing.

Not to mention the loan furniture we have been promised by all of the above that has not materialised.

I keep being told the sofa is in Sheffield but nobody can get hold of the depot, which I find hard to believe, in fact it's outright lie that nobody within customer services, or Sofology in general can get in touch with one of their own depots in 5 weeks.

I'm quite frankly in utter disgust in the way I have been treated and continue to be treated.

There seems to be no urgency or even effort to track down said missing sofa or even keep communication with a customer that has spent thousands of pounds with Sofology.

I have even been in email contact with the CEO/MD, who escalated the matter but I'm still yet to receive a response, which shows how poorly run the whole company is.

If I could give them 0 stars I would.

A constant stream of lies, if you can ever get hold of anyone. Ordered in May with 14 week delivery guide. Supposed to finally deliver in mid October, but simply didn't arrive when booked in and no contact from them at all. They don't answer emails or tweets (beyond a bot that promises to help and doesn't do anything) Their phone system is set up to stop you getting through, it simply cuts you off most of the time, or you have hours on hold. Five days later I finally managed to get through to someone by going for the sales phone option and being transfered. The person I spoke to promised to sort the problem and call me back, and email a link to rebook the order. Neither of those things happened. Avoid this company at all costs, they simply don't provide any customer service, or any goods.

I have been on hold for 2 hours and 39 minutes started as number 39 and am now number 3, keep going back up the queue aswell, surely there can't be 39 people complaining about sofas, oh also I'm calling because sofology has managed to lose my footstool within their warehouse, an absolute joke if you ask me, im so unhappy with the service so far, especially with the amount they charge for there sofas you would think the customer service would next ro perfect

If I could give no stars I would. DO NOT GIVE THiS COMPANY YOUR MONEY.

The quality of the furniture is poor. I ordered 2 sets of furniture. There is fault with every piece from broken mechanical head rest, leg not bolted to furniture, oil stains and when the install took place, damage to my new carpets.

Been on hold for over 20 hours trying to resolve for now over 3 months! When you do get through, the response is you have come through to the wrong department and they immediately transfer you into another queue. I have emailed the CEO and MD, guess what, no response.

This business should be shut down!

Worst customer service I have ever experienced in my life. Delay, delay, delay and impossible to get ahold of. I have been emailing their 'priority' email address for 2 months and still awaiting a response. Dont give them your money.

I wouldn’t even give 1 star this place is awful!! We bought our sofa being told that it was sitting in a warehouse and would be ready for us within 2 weeks. We went to book a day for delivery to then be told it would take another 7-10 working days for it to be delivered. That was annoying but only the first in the list of issues. Our sofa finally arrives and doesn’t fit through the door to go up the stairs. The delivery drivers informed us that we could get the sofa split in to 4 parts in stead of 2 and to call up customer services to arrange this. My husband then tried to call sofology and was in a queue for over 3 hours and did not get a hold of any one. Finally we got through to someone and we were told someone would call us on Friday 23rd August - no one called. My husband then called every day last week and each person was just as clueless and useless and the last. We called today to finally get a response and we were told they can’t do anything and we’ll just get a refund?? Absolutely ridiculous the amount of time that has been wasted and we don’t even get the sofa we want. We were told nothing else can be done? The customer service from this place is absolutely awful. The sales team in the store are nice but the after service is absolutely awful. Don’t waste your time or your money

No delivery of ordered items despite being given a confirmed date and time slot. This was 3 days ago.
Customer service phone queue is over an hour and then I have twice been cut-off when I've reached number one.
Over 7 hours wait on web chat with no response.
I am a multi-purchase previous customer who cannot contact anyone to resolve my problem.
SHOCKING
Update : spoke to someone this morning who confirmed there was no chance that our delivery would have ever been delivered when confirmed. Couldn't even tell us where in the country the items were. Promised to call back by 5pm today to confirm, it's 5:47pm, guess what....NOTHING