Sofology - Support Centre Recensioni 237

Ordering online was very easy and delivery was booked well within the timescale predicted when I placed the order.
I spoke to an agent on the helpline who was very knowledgeable and made the process so easy

Very informative without taking too long. Patient, kind and friendly.

Melissa was very helpful and went out of her way to help me. Thank you so much 😊 x

I spoke to sue who was really helpful! Lovley women . And Carnt wait to receive my new sofa in time for Xmas

Barber was very helpful and knowledgeable

Excellent customer service couldn’t have asked for Better help, this made the sale for me because of the willingness to exceed expectations

We bought 5 matching items from Sofology. Delivered in July/August 4 items we have issues with. After we chased customer service they sent a person out to list what was faulty even though we reported it and their delivery guys took photos. A month later not heard a thing so called into shop where ordered the sofas. Manager chased we found out the guy they sent out hadn't listed all the faults and nothing had been done. It was then decided to send a homeserve person out. He came the day only to look at the misalignment issue. Screwed new holes in one of the sofas, still both sofas not fixed. Can the chief executive come back to us to sort out this disgusting way to treat customers?

They need to be banned from selling sofas and causing so many people distress with their poor quality and terrible customer service

Worst consumer experience ever. Just look on Facebook for hundreds of poor reviews. My sofa was delivered by a courier not packaged and wrapped and squeezed in a van. The sofa was damaged and the arm of the love seat had come away. The courier called the store and we were assured someone would call to come out and fix it. Three weeks later call after call and being on hold for an hour not getting through, plus an email exchange with Lucy who said she would resolve the issue. Again no action taken, I have sent 3 emails and had no response. Today I eventually got through to customers services through perseverance to be told I had to wait at least 3 weeks for an engineer to attend my home. The arm of the 3 seater sofa has also come away and we cannot sit on the sofa. I explained it will be 6 to 7 weeks after to resolve and the call handler said that's protocol. I explained as we purchased on the credit card we would call them for a charge back and he said that's up to me. I asked him why he wouldn't speak to a manager or someone more senior and he said I would get the same response as he has given me. We were also missing 3 cusions which will take 20 weeks to arrive. It's appalling service and although the reviews are good on here but check out Sofology reviews on Facebook, hundreds of complaints, hundreds of photo's of poor quality and after sales issues. I have given Sofology weeks to resolve the issues and we have been more than reasonable but when things go wrong they ignore you and hope it goes away. I have just called my credit card company and asked for a full refund by charging back which they have honoured and will pay an independent fitter to fix it. My advice before buying from Sofology is check out the reviews on social media platforms before buying

Horrendous customer service & my sofa looks like 3 separate sofas not 1. My complaint has been going on for 8 months. Sofology never follow up when they say if at all.
Wish I had never bought my sofa from them!!

Our 2 sofas are less than 3 years old & the leather on one of them, on one side, has worn through until it eventually split & now has a large hole. The other side is fine & so is the other sofa. It is clearly defective leather in that panel. Sofology claim they can only arrange a chargeable repair. I’ve explained the Consumer Rights Act & that it should last a reasonable time. They believe their “process” overrides that. They won’t even assess it to determine if the leather is defective.

Their finance agreements last longer than their sofas !!!

Really bad service. The after care is terrible. I would never recommend them to anyone.

We also intend to make a formal complaint against the Milton Keynes store for misleading & mis-selling of the insurance policy.

I recently received delivery of the two sofas I had purchased from Sofology at the Silverlink. I decided today to go back and purchase the matching armchair. I was shocked to be told the delivery charge
has been increased to £99.00.
This is absolutely appalling and I will no longer purchase or recommend this company to anyone. I do not know how they can justify this huge increase. Total rip off. My daughter loved my sofas so much, I had told her when she moves into her new house I would buy them from Sofology for her. No way not now. Back to good old faithful John Lewis.
Will no longer recommend this company.

Purchased a Torres 3 seater chaise electric recliner in January for April delivery. All straightforward and easy.

Sofa arrives on time , great! Head rest cushion crushed in and damaged, chaise leather all creased.

Called sofology and had an engineer out. Heat gun on the creases helped but still there. Head rest had to be replaced, (12 week wait)

During our 12 week wait the electric recliner takes on a mind of its own and starts reclining randomly ( great when you have a cup of boiling coffee in your hand) Called sofolgy and engineer comes again and replaces the motor.

4 weeks later the headrest arrives and engineer visits to fit it. The next day the chair starts reclining by itself randomly. Its now stuck fully reclined and wont budge, totally useless.

Called sofology once again and they offered a credit note to purchase a new sofa but as we have lost all faith and the sofa is not fit for purpose we requested a full refund. Two weeks later and 4 phone calls we are still waiting on a 'Manager' calling us.

After visiting the store to see if there were other options we now belive our sofa is not even the correct colour we originally ordered.

Next step is to contact the Ombudsman and then small claims court

Bought brand new leather recliner was…
Bought brand new leather recliner was sent emails saying all I have to do is relax stayed in waiting for product.it came leather scuffed packing all torn leather ground in dirty different colour dirty food staines and more.im more than dissapointed that your company has even sent this out and made me excited to think I was receiving a new couch in new condition I was completely let down by your services and unless a new couch can be delivered at same price I want a total refund delivery as this item should of never of been sent in this condition it is totally unnaceptable.also when I called to say that the brand new couch was damaged I was told brand new doesn't mean its brand new?it means it brand new to you?I have never heard anything like that ever?if it is sold as brand new it should be exactly that I was told a customer orderd it and cancelled the order.and It is in the warehouse ready to be sold and it is a brand new couch.it was not sold as used or ex display it was sold as new and it should of never been sent to a customers house for delivery dirty actually grounded in scuffed not packaged properly staines on leather food and other staines on couch and I would of never of purchased a product that isn't brand new meaning exactly that brand new

Sue the sofology support salesperson was great. She took me through everything and purchasing a sofa was easy. Would recommend

Crap system! Just returned a call to arrange delivery. The only day I could do was next Monday, as had commitments and work until then but they could not deliver then. I was told that if I did not have a delivery in 7 days my order would be cancelled and I would be charged 40% of order (about £500). So now I am unable to go to my brother in laws 60th birthday breakfast. Obviously, no one let me know about this policy when I was buying the sofa!! Will not use again! So what happens when someone is away on holiday???

They clearly don't communicate as a company!
Ordered sofa in early May with expected delivery early July. Was very forgiving to the fact it was delayed and we ended up with a date of August 4th. On the day of delivery we get a timeslot of between 2pm - 6pm. At 3.30pm we get a call from the delivery driver saying the lorry has broken down. Again was very understanding to the fact that this could not be helped.
Heard nothing from sofology that day but got a call from two different people Friday morning saying that we had requested a redelivery. After explaining to the first person she apologised and said she would update and get this resolved asap for us. Within the hour another call from a person who had no record of the previous call and said the same thing she would resolve and come back to us. Friday came and went no call back. I called them Saturday morning to find out they couldn't seem to locate our furniture and that they would contact depot and come back with an update. No call back Saturday, called again Sunday to find our furniture had made its way back to rugby (funny as I thought the lorry had broken down). After this I got another call on Sunday from the guy I spoke to on Saturday telling the same thing and that someone would be in touch Mon/Tues to rearrange delivery. (Again no communication amongst the customer service team) No one called on Mon/Tues however got a call Wed morning saying earliest delivery would be 15th August. For a mistake on the part of the company, they have made no effort to apologize. I reschedule a whole afternoon of work for initial delivery and have been sitting on the floor for a week as we had followed the guidelines on the website and only had our furniture removed when we had a delivery date. Definitely not focused on providing a good customer experience!

This is the worst ever company I deal with.
I went to take out a sofa on credit, they did all the process for the financial credit witha company V5. They completed the form and wait for 10mins and they accepted the finance, so straight away i went to paid for the deposit, £1,320.
Me and my family were so happy to get such a nice sofa, a week later V5 contacted me to asked more questions, 2 mins later they said "we sorry but credit is been declined" I said okay I'm gonna asked for my deposit back, soofology clean their hands and said " you can't cancel the order, otherwise we will take 40% from your deposit" I said wait a minute, is not my fault that V5 told at the beginning of the application, yes and after said not. It doesn't sound fair. They didn't care. But I didn't accepted that and I asked my bank to get my money back, also they didn't care. Now after two months, they still having my money of the deposit and I don't know what to do next, this bloody companies do whatever they want with the customers and no one there to help.
Is very upsetting because you fail to pay 1 penny and they will take you to court for that.
Before you do any business with this company read all the reviews from real customers like me. I made a huge mistake and I didn't read all the complaints and I'm paying my mistake with money.

The one star I have given is for the sales staff who sold me my initial sofas - they were very helpful paisley Branch).

HUGELY DOWNHILL AFTER THAT !!!!

I ordered two identical "Lucca" 3 seat sofas in June 2021 (made in China), and received them in September 2021. From the outset one of the sofas had a buckled recliner mechanism which was supposed to be replaced (it never was!). In the next four months we had our sofas, we had a few visits from the Sofology engineer to attempt to rectify various faults with the reclining mechanisms, and also to view my complaint that the padding in the seats and the arm rests had deteriorated terribly (there are only my wife and I in the house, and we had been rotating the sofas to ensure even wear, yet my twenty year old sofas, that were relatively cheap to buy, were in better condition than the new ones when I gave them away to charity).
Eventually in January 2022 it was suggested by Sofology that I should re-order new sofas.
Because of the issues I had previously, I did not want another pair of "Lucca`s", so I stumped up another £600 and ordered two sofas and a foot stool from the "Galleria" range (not recliners, and made in Italy, so no problems expected).
Sofas/Footstool (£4.5k spent) arrived in March and looked pretty good. It was not until I upended them to fit some more robust felt pads to the sofa feet that I found out that, out of the twenty four bolt fixings that should have held the feet in place, there were actually seven missing!
More heartache dealing with customer services (when I could eventually get through to them on the phone - sometimes >60 mins waiting, or they bothered their backsides to reply to an e-mail - had to continuously chase for a reply) I SUPPLIED THEM WITH MORE THAN ENOUGH INFORMATION NEEDED TO GET THIS SORTED, BUT STILL IT TOOK SEVERAL ATTEMPTS AND MONTHS OF WAITING.
A couple of days ago I received yet another set of replacement feet for my sofas - Hallelujah - they were the correct fit, albeit they were badly scratched and not really fit for purpose. I couldn`t afford another day of waiting for an engineer, so I took them to my garage, smoothed out the scratches and touched up the stains and fitted them to the sofas myself.
SOFOLOGY - YOU AND I ARE DONE !!!!!
(I waited a long time to write this review in the hope that I could give you a good one, unfortunately in all honesty, I can`t.
And you never did send me the £100 you promised me for my inconvenience)
Whoever reads this, please believe me, I am not generally an angry man - pretty chilled actually, but dealing with Sofology Customer Services is hard work.
I had intended sending Tim Stacey (CEO) and Emma Dinnis (MD) copies of my emails to show them the shockingly poor standard that their company provides to the paying customer, but looking back on previous reviews, it looks like people have done that before and not even received a courtesy reply, so I guess I`ll just have to "suck it up" and put this bad experience in the past.
Future Buyers Beware!