Sofology - Support Centre Reviews 

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.

What a very cheerful and helpful lady Gemma was,she really made sure I had all the information I needed.there should be lots more like her.

great to order.

extremely poor service thereafter.
i cant believe how bad these people can be.

i ordered sofas in beginning of feb.
They cannot send me a swatch of the material and its April.
repeatedly sent me empty boxes
Now they have told me they have no swatches of this range.

totally totally useless.

Ordered my new furniture for delivey in February. Finally turns up in March but they had lost part of the order. Told them wanted it all delivered at the same time. 7 phone calls from different people and offered £50 good will for all the messing about, ridiculous service and misinformation. Cancelled the order today and will take my custom elsewhere. Customer service treat you like you are an inconvenience for questioning their mistakes. Will never shop with them again, rather sit on the floor.

Your staff a rude and awful to deal with

I have never been spoken down to so much in my life by “superior men”

My sofa finally arrived Sunday with the footstool and sofa legs a completely different colour but apparently that’s “how it is” absolutely shocking after spending over £1000 and receiving legs on a stool that aren’t even an option online.

Can a manager please contact me and sort this out I have had enough of speaking to people who can’t help me or are just plain rude

Sofology Stockport.Brilliant service and advice.
Paris was great at explaining all about the products we were interested in. We made our purchase of 3 piece suite and we were so happy. Thank you Paris and all the staff for your help

I’d give no stars if an option. My sofa was meant to be delivered and in 5 days I have spoken to a Vanessa and Patrick who told me that they would sort out and call me back and never did. A guy called Daniel then hung up on me. Called back and whoever answered the phone did not speak and hung up. Currently on hold again. The stress of this has been crazy and it’s so expensive. My shopping experience in the Brent Cross store was great but this has ruined it. If I could do it all over again I wouldn’t have bought from here.
Shaun Cook sort your customer service out!! The worst experience I’ve ever had

Amazing service from Jamie . So excited to receive my lovely sparkly footstool . Thankyou again :)

I was talking to Victoria and she was absolutely amazing and so helpful.
Furthermore it was an absolute pleasure dealing with her.

Kind regards

Malcolm Stuart