Sofology - Support Centre Recensioni 237

First class, very knowledgeable assistant

No stars ⭐️ would be better
Sofa arrived. Faulty. Call customer care. Awful. Paid a lot money. Customer service and care is needed . Abysmal. I am asking for refund. Prefer to sit on the floor and not have the hassle and stress after having heart ❤️ surgery I dont need it. Not that they care. Very upset 😭 and sad 😔 that a company can be so uncaring.

Oh and now today I am told homeserve will come and see my settee in 2 weeks !!! So I am left with a settee not working. This was delivered yesterday. You should be ashamed of yourselves. Awful awful customer service and totally uncaring . They ask people to review in store DONT. Wait till you get your settee and have the other experience like me then you will mark 1 star.

Awful customer service. I am still waiting for a refund which should have been processed nearly 4 weeks ago.

Terrible customer service.
Sofa delivered in September 2021 and immediately queried if the colour was correct, along with the feet being the wrong colour as well as being damaged. Delivery team said i would have to contact customer service. After trying on the phone numerous times and being on hold for hours at a time I used the chat function. Initially received a fairly swift response from customer service who requested the batch number, which we provided. Since then we have had sporadic correspondence usually repeating the same questions, and us providing the same answers. Received an response to my last email stating that the matter was now closed (it isn't). I responded again saying that the matter was not closed, and provided all of the photographs and information again. We received an auto-response saying that our query has been re-opened as high priority and they would respond within 4 business hours - this was a month ago!

Would never use again. Despite the customer service issues we are less than impressed with the overall quality of the sofas regardless.

Bought Sofology Maxwell 3 & 2 seater sofas after doing a lot of research in June17 despite some negative reviews regarding their product quality & customer service after being carried away by their smart showrooms and discussion with the Edgware Branch sales team. I was also concerned about these sofas made in China but was assured that the Chinese manufacturer-Violini was one of the largest global suppliers. On delivery in Aug 17, I noticed that both the sofas has their hand cushions with significantly less foam filling so I refused delivery but was blackmailed into accepting it as they would neither replace it nor give a full refund. To pacify me, they sent their technicians twice who flatly denied my claim saying this was within normal limits. This is similar to number of other complaint on various Sofology review sites confirming the company practice of denying any genuine claims and sending technicians just to show they are taking customer complaints seriously. Within 3 years of using the sofa during Covid in June20, 2 seats from my 3 seater and both seats on my 2 seater had significantly started to dip/sag but I couldn’t do anything because of the lockdown. Once Covid situation opened up, I reported this complaint, so they sent a technician who again conveniently claimed that the foam seats were faulty and not the sofa foundation/structure-Serpentine springs without even removing the seats because the latter was within the 10 year structural warranty but the foam seats were not. I was very upset with this as it was causing me severe back pains but the technician was adamant that the foundation ie suspension springs were fine without even removing the seats as they would have to replace the Serpentine springs and the damaged seats at a much higher cost under warranty. This is consistent with the strategy that Sofology has been employing as seen from most current reviews too. The company then forced me to pay for 4 new foam seats they would fit & supply from their Chinese manufacturer which would take over 3 months. I had no option but to agree to this despite feeling cheated for the second time as I was desperate to get the sagging in the sofas resolved ASAP. I paid the amount in full and got written confirmation that when the new seats were replaced, if the foundation was found faulty, the company will replace the seats and suspension springs at their own cost. After 1 mth of placing the order and paying the full cost, I was informed that the order had not even been placed with the Chinese supplier. After another month, I got a call from Sofology to say that they couldn’t source the seats from their Chinese supplier as they had stopped sourcing from them. So I checked with someone else at another Sofology outlet & was told that they were still getting sofas made by Violini but Sofology refused to use a local upholstery maker to get the new foam seats manufactured and fitted as they never had any intention of getting this problem resolved. I then spoke to UK upholstery furnishing company who told me that most complaints regarding a dip in a Chinese-made sofa is most likely caused by faulty foundation i.e. webbing/suspension springs though Chinese made seats were also of very poor quality.
From this awful experience with Sofology which is not an isolated case, it is clear to me that the company not only supplies poor quality Chinese-made sofas but also has a non - existent customer service and more importantly, cannot be trusted as they deny all genuine customer quality complaints even when within the warranty period. I think by highlighting my experience other unsuspecting Sofology customers shouldn’t make the same mistake by buying any furniture from Sofology to save future disappointment while losing their hard earned investment in such furniture.

So we initially ordered 2 sofas and they was lost by sofology- we got no notice that this had being lost until I called on the day i then had to pay an extra £100 to receive a new sofa - I will add these sofas were new but cancelled orders so in the clearance. The second sofa arrived yet this turned up filthy, covered in human hair, food, stains, dog hair - which I find a complete health and safety risk coming out of a global pandemic - I was promised compensation for this when the sofa arrived given the amount of stress and hassle we had when moving in to a new property. Still no email in relation to the compensation. I will add the initial sales team we’re brilliant in the Leeds store but they have completely being let down.

Appalling customer service - avoid at all costs.

Staff in Nottingham store were brilliant no hard sell and incredibly helpful and knowledgeable.

Suite then delayed by 5 weeks, no information from them. Told them not to ring between certain dates as on holiday - came home to 13 answer phone messages getting more irate asking us to book a delivery date. Booked then chair arrives with no legs or gliders.

Emails aren't responded to, different departments blame each other, and if you're Rosanne in technical you don't even bother to forward the details to general enquiries like you promised.

I've spent hours on the phone trying to resolve the issue - all very nice, polite people but working for a completely useless company.

It's sad as we're actually really pleased with our new suite, but based on how they have dealt with all of this I wouldn't recommend then to my worst enemy.

Breach of privacy laws. Unsolicited marketing emails sent to my personal Inbox without my consent.
I have not purchased and do not intend to purchase from this company.

We have recently brought a new property and was really pleased that sofology had some options for quick delivery clearance products , that would take 3 weeks as all in stock (thought would be quicker as in stock )
We visited the farnborough store and spoke to Evan who couldn’t be less helpful with no customer service .
So we ordered online with a Masie who was actually initially helpful but since we past over money has had no involvement.
We are now currently in our 6th week and still no products we have been chasing for last 2 weeks constantly with no outcome asked numerous times for calls backs and updates ..
We have now lost confidence that our purchases are even available as wazan from online said the location of goods was now actually closed (Basingstoke warehouse) and does not know where they are ?
I asked her to contact me with a resolution or for a manager to contact me heard nothing again .
All we wanted was communication and updates and we would have probably been ok with the situation .
Please can someone help ??
We have no customer reference number as never had a invoice .

I purchased a sofa from Sofology in May and from the first week we have had problems with the quality of the cushions. I have complained via the store and have had a Sofology technician inspect the sofa and give a biased report that there is nothing wrong. I have disputed this and have had an "independent" report from Homeserve who were able to look at photo`s I took of the in-store sofa and our poor example of a sofa and the technician said that there clearly was a difference between the two. I requested that Sofology send the Homeserve technician to inspect the in-store sofa first and then ours and Sofology said that it was up to Homeserve if they would do this, I asked the Homeserve technician if he had done this and he replied that Sofology did not instruct him to do this if they had he would have done so. I have e-mailed Sofology and accused them of deliberately undermining the independent inspection, I have had no response from Sofology either from my e-mail or the Homeserve technicians report which was sent directly to Sofology from my home. Sofology have now stonewalled me regarding my request for a full refund even though I can clearly demonstrate that Sofology have miss sold me an inferior poor quality sofa that is in no way the same quality as the in-store item. Citizens advice have advised me how to proceed and they have informed Trading Standards who have taken an interest in this case because it clearly demonstrates that Sofology are using better quality furniture items to entice customers to purchase items then deliver poor quality substandard sofas. My purchase is covered by the Consumer Rights Act 2015 as not of a satisfactory quality and not as advertised and doe`s not match the sellers description of the item. DO NOT UNDER ANY CIRCUMSTANCES BUY FURNITURE FROM SOFOLOGY unless you are prepared to accept poor quality furniture.

excellent customer service from the telesales i was taken on a great shopping journey and utterly enjoyed purchasing the sofa from her
The sales person was polite and patient and found out an answer to all my questions.

Very good from seeing it in the shop too buying later online. Only issue operative in the shop in Poole said the scatter cushions came with the sofa and in the instance of the Ivana suite we bought for £2.5k it didn’t.

Brilliant customer service from Lee.
Went above and beyond to help.

Absolutely the worst online customer experience I have had in a long time. Did not deliver my complete order - headrest missing. Another 3 moths to get a headrest. Tell me it's ready but can't book a delivery online. Phone wait time completely unacceptable and then they just hang up. I will never use this company again or promote it to anyone I know who wants to buy a sofa.

Shocking customer service, sofa delayed by months, took two weeks to arrange delivery for no apparent reason once in warehouse. Then was told chair is missing, still waiting on whereabouts of chair for last 12 days.Know one seems interested in the slightest in communicating, absolutely shocking company.

Night 5 without a Sofa!! Delivery due today (arranged 2 days ago). Got text our 4 hour slot yesterday of 2.15-6.15pm. Got to half 6 today with no contact AT ALL so I rung them. Driver fell ill- managed 5/14 deliveries today and we were no 13. Have to wait for it to be checked back in the depot before we can arrange a redelivery now which is likely to be some point next week so at least another 5 days without a sofa!! Re-arranged and swapped my whole working week around for nothing and I have had to chase and contact them for an update as no-one bothered to inform me! Will be making a complaint when the woman from customer rings me back tomorrow morning to book a new delivery date. NOT IMPRESSED.

Sofa entirely useable and no empathy from customer service.

For context we have a newborn baby and had ordered two brand new sofas late last year.

The sofa we have issues with is the shoreditch grand split with fibre inserts. We ordered a long sofa to have a family feel. At point of ordering we had sat on the sofa in store and it was comfy. Importantly I was not made aware of a foam insert at the point of ordering and the potential difference in comfort/ function.

On arrival Cosmetically it looks good but it’s completely dysfunctional.The seat cushions provide 0 support and collapse on every use.

After emailing my concerns and issues I was advised to perform manoeuvres to maintain the cushions and was assured this would fix the problem ( although clearly stating I was already doing this ) Unsuprisingly the cushions continue to be constantly mishappen.

I suggested a fix could be supplying us foam inserts.

I got a reply saying this would not be possibly ( despite the sofa cushions being available with foam inserts )

It has got so bad my wife has been crying due to back pain. I have had to buy a new recliner and now managed to order custom foam inserts which provide much better support. ( from an external company )

This obviously has come at both financial an emotional expense for me and my family.

I am extremely dissappointed with the service and quality of product I have received. It’s not acceptable for the price of the product.

This could simply be a design flaw, as the sofa is particularly long and the soft cushions rest on essentially unsupported soft base.

I don’t believe me as the individual paying customer should suffer the consequences of this.

I am extremely disappointed.

NEED TO SEE GOOD REVIEWS ON DELIVERY
Please can I have any positive delivery and quality reviews as just having paid £4500 on new sofa and chairs I am now worried after reading so many horror stories about delivery. Wondering whether to cancel and go elsewhere. Instore sales staff were excellent.

Still waiting for our third replacement sofa, as the previous two were faulty and the wrong colour. An arrangement was made through customer service to replace for the third time and was told 22 April 2022. Made so many calls , emailed the Thurrock store and people say they are going to chase up and call back, noone ever does. This is already a complaint and it just gets worse !! Just got off the phone again to be told there is a problem with the supplier, before that it was all blamed on Covid !!....We are now in May 2022 and nobody in customer service know when we are due this bloody delivery. Absolutely unbelievable service. If you cannot provide a replacement then just give me my money back!!!

I wanted a sofa/settee quickly so I started with the reduced ones that were in stock. Sadly I couldn’t find a way on the website to find out descriptions or measurements etc so I gave up. Make it easier from the photo so that when the new (below) pop-up opens there is more info.