Sofology
Reviews and Complaints

THE WORST COMPANY AND CUSTOMER SERVICE I'VE EVER ENCOUNTERED. Please read as there is a SCAM you should be aware of too.
In October we went into store to order sofas as preferred their professional support with measurements etc. rather than ordering online. Store staff advised multiple times our previous Sofology sofas were bigger than the ones we were purchasing. They brought details of our old one up on their system. However, we had our own measurements and the sofas would fit easily in the room. In December they attempted to delivery the sofa. Delivery guys said it would be a 'failed' delivery as the sofas could not fit through the lounge door as the 'turning point' was not high enough. We were then without any furniture as sold ours in readiness for new. Rang Customer 'Care' many times and each time was told we had to take accountability for the measurements. I explained many times that we had, but their expert in store sales had told us numerous times our sofas were smaller. The issue wasn't with the size but the 'turning point'. We were not asked about the turning point only access. We answered ever question honestly but again blamed for the turning point.
The SCAM - if you don't measure correctly and it is a failed delivery you will pay 25% of the full price on top of the cost. In store sales are selling sofas with little or certainly not enough care, the delivery guys are saying sofas shouldn't be sold and that they have many failed deliveries per week. I was their second that day. Sofology are then making a further 25% on top for all these failed deliveries. This was not advised as a potential outcome by in-store staff at time of purchasing. This is a business model for gaining more profit/income. This was not argued when I spoke to various customer care staff.
Further attempts to deliver the sofas were made. However 3 of the attempts we booked off work but they just didn't show. The 4th attempt they had got a guy they considered a specialist - he took the 3 seater out of the house, turned it around, brought it back in and he got the sofa in! The 4 seater was re-ordered as a 3 and we wasn't charged the 25%.
As it was Christmas they agreed for us to have the 3 seater & chair as good will but normally don't agree to a part delivery. We should have had the 3 seater delivered in February we have now been advised it's going to be March. Had the Christmas good will not have been agreed we would have been without any sofas from October to March.
We eventually spoke to a customer care lady named Alison who was the first person in a long line that acknowledged that if sales staff tell you repeatedly that your new sofa will fit into your house you have no reason to distrust this. She also waivered £129 to deliver the 3 seater in March. We was being charged an additional delivery cost even though the failed delivery was the fault of Sofology! We also trusted that the delivery guys are trained sufficiently that they will think to take the sofa out, turn it around and bring it back in?!
In addition to still not having all that we ordered, the finance has already started! We have begun payments for something we don't actually own.
Time to do again, I would be much more confident to order online as the travelling to store was detrimental and not helpful. I will also Never order from Sofology again. You spend thousands on sofas especially at Sofology and things you spend less on such as carpets, you will receive support to measure correctly. The fact this company is making a huge amount of money on mistakes is shocking especially when there is not enough care to avoid the mistakes.

We have had our leather suite for just under two years, and a small hole has worn through on the backrest of the armchair.

I won't bore you with the earlier problems we have had with Sofology (took months and months to get delivered, during which time customer service were impossible to contact, then couch dropped off delivery lorry and feet smashed, then took months to get repaired etc) so I will get straight to our latest fiasco.

Sofology "technician" visited today, looked at problem, took large intake of breath, then announced that the problem had been caused by my sweat.

The hole, I should point out, is not on a headrest, but on the backrest behind the middle of my back. And no, I am not in the habit of sitting on the chair nude. And no, I am certainly not a sweaty person!

He asked me to feel the leather on the backrest, then compare it to the same part of the couch.

"See" he says, "the leather feels rough on the armchair due to the material reacting to your sweat, but it's smooth on the couch because you don't sit on it".

I pointed out that I did sit on the couch probably as much as on the chair", but he wasn't having it.

"I am frightened to run my hand over the rear of the armchair", he then said, because the surface was all ready to peel away, all because of the damage caused by my sweat.

Eventually he left, after saying that he would put in a report based on his findings, and it was up to Sofology whether or not they would repair the problem. He also said that if they did, then the repaired section would probably not match the original, then hinted that he "didn't know what other cover I might have", which obviously meant that I should perhaps claim on my house insurance?

Take heed - do NOT buy from Sofology!

we purchased a 3 piece sofa a 2 piece sofa a chair and a foot stool from the

galleria range from the Leicester branch with the cost of over £4000. we purchased what was called a rehome stock or showroom stock we was informed that the items would go through a rigorous checks to insure that the sofas would be in tip top condition. We also took out insurance to cover what we told anything that the warranty would not.

We got the sofa on the 16/09/23 everything looked OK until we sat down for the evening two cushions on the 3 seater sofa sank and felt that had been used for some years and uncomfortable to sit on to be honest the last sofa we had for 6 years me my wife and family sat on this everyday and the cushions are in better condition then the new one we purchased from sofology.

We sent emails and had numerous phone calls to sofology and we are told that the warranty only covers the wooden frame and webbing and not the cushions and was advised to go through the insurance.

We contacted the insurance company and they told us we couldn't make a claim due to warranty was still active even though the Warranty does not cover the cushions, we have now been told won't be able to make a claim on the cushions in two years time as we have attempted to make claim now. Even though we was only asking after being told by the company this is what we should do, By phoning & explaining the issue this is classed as a claim

We have now got a sofa we can't sit on and a insurance that we can't use and the only advice we have got was a video link on how to plump the cushions and a phone number to a third party to fix the cushions at cost to us.

We are so disappointed with the purchase and wished we hadn't bothered buying this sofa we was assured in store that all would be fine and was sold the insurance on the basis that it would cover if we had any issues. We also thought can this sofa be returned & we buy a full price one.

The sofa should last us for years I think that this sofa won't last out the year the cushions are dipping so low I feel the leather will tear

We went & looked at so many different sofas in different shops & even thought this was outside our budget we decided after 3 visits to the shop that it was worth it. The way staff treated us & reassured us. We now think they are just like others shop's that are just there to sell, when until now this wasn't our opinion of sofology.

We have emailed different CEO of the company with no reply, customer care just say plumb up the cushions which is a joke when the cushions are non removable.

Does anyone have any advice on where to get help

The sofa I have received isn't the same quality that the one that I have tried in store and paid for. When I was in the store, it was comfortable, soft fabric, ergonomic. The sofa I have received has a huge gap in the middle, you can literally pass your hand through the sofa and touch the floor, as well as the wall. The two main components barely hold together and aren't attached properly. The material feel rough, the ergonomic of it isn't the same than the one is store and it is so stiff that it isn't comfortable. I have been chasing since the day they delivered and been told one week later that I have to wait 3 more weeks for an engineer to come over and confirm that there is a fault, otherwise they won't refund a penny. I have spent £2200 for this sofa that is uncomfortable and I sincerely regret buying from Sofology. What you order from them isn't what you receive.

Update: After been forced to wait a whole month, an engineer was sent over, who could see that the sofa was barely holding together in the middle. Confirmed that I have a right for refund according to Consumer Act rights. Then I have chased repeatedly Sofology until they finally got back to me saying that no fault was found so no money will be refunded.

They are scammers! What you try in store isn't what you will receive at home. And despite you fighting from day one to have your money back, you won't receive anything. Don't buy from them unless you are ready to throw £ 2K down the drain.

REFERENCE: Sofology 3386437/1 - Giovanna sofa

I purchased a Giovanna sofa from Sofology. At the point of purchase I paid £3600.00.

After two days of receiving the sofa and chair the leather got very baggy and loose this starting happening the day after sofa was delivered I then contacted Sofology and was told to send photographs of my concerns. A week later after sending photos and not hearing I contacted Sofology again by email and I was told to puff the seating cushions and was told if I looked after it the furniture should last. Not happy with this response as it was two days old I then rang the company and spoke to a loverly lady who’s name was Seethal Singh who while I was on the phone looked at the photos her reply was this should not happen on sofas under a week old I was told she would pass these photo eon to correct department and then I would be contacted. Still no one contacted me eventually after many e-mails from myself they agreed to send a technician out. On arrival he walked in and said no this is should not of have happened. I was told the wrong filling had been put inside causing this and the webbing was too loose and that he would order all new seating filling. Noe the back rest cushions are getting indentations making the back baggy I sent photographic evidence and have not yet had a reply. I’m told to puff it up like a pillow which I aware of as I have had leather sofas for 35 years. The sofa 4 weeks old looks a year old. If the filling is the incorrect filling and needs to be replaced surely this is not the item described to me in the shop on the day of buying and having to have all the filling on the seating area replaced on both chair and sofa as my consumer right 2015 states if my sofas that are delivered not as described when buying then I am entitled to a full refund and my sofa and chair that was delivered on the 14th May are not as described and unfit for purpose.

The Consumer Rights Act 2015 makes it an implied term of the contract I have with Sofology that goods be as described, fit for purpose and of satisfactory quality.

As you are in breach of contract and I've owned the product between 31 days and 6 months, I am within my statutory rights to ask for it to be refunded.

I gotta say, my experience with Sofology was a bit of a mess. I splurged on a ?5000 suite, but after just two days, the cushions started sinking in. Not exactly what I was hoping for, you know? So I tried calling and emailing the company for five whole months, but never got a response. Finally, they gave me a refund, but no compensation - apparently that's not their policy. And now that the issue's resolved, I can't even talk to a manager about it.

Honestly, I wouldn't recommend Sofology to anyone. If you're thinking about buying from them, you might want to think twice. I definitely regret my purchase.

I was pretty chuffed when I ordered my new sofa from Sofology. I mean, who wouldn't be excited about a new piece of furniture to spruce up their living room? But my excitement quickly turned to disappointment when the sofa arrived in the wrong colour. I had ordered a sleek black sofa, but what turned up was this weird grey/brown colour that looked like it belonged in a 70s sitcom.

I contacted Sofology to try and sort out the issue, but they were having none of it. They basically told me that the colour was correct and that I was just being picky. I mean, come on, it's not like I ordered a pink sofa and then changed my mind - this was a legitimate mistake on their part.

I feel like I've been completely conned by their system. They took my money and then sent me something that wasn't even close to what I ordered. It's really frustrating and I wouldn't want anyone else to fall into the same trap.

Honestly, I wish I had read some reviews about Sofology before I made my purchase. It seems like I'm not the only one who has had issues with their customer service and quality control. Lesson learned, I guess.

I had a really bad experience with Sofology. I wouldn't recommend buying from them. I had to wait on hold for hours just to talk to their customer service, and even then they wouldn't cancel my order. They didn't even know when it was going to be delivered! It was really frustrating. They said that not having the materials to sell the items they are selling is "not their fault". But that doesn't make any sense to me. If they don't have the materials, why are they still selling it on their website with the same delivery time as mine? It's been over a month since the delivery timeframe they gave me, and I still haven't received my order. It's really disappointing.

I went to the Plymouth branch of Sofology and was greeted by a friendly sales assistant named Chris. As soon as I walked in, I spotted a beautiful clearance sofa that caught my eye. I asked Chris for more information about it and he was more than happy to help me out. I decided to send my son home to check if the measurements were okay and if the sofa would fit in our living room. My son came back and confirmed that it would fit perfectly, so I went ahead and purchased the sofa and set up finance.

Unfortunately, when I got home and double-checked the measurements, I realized that the sofa was actually 20cm too long for our living room. I was devastated and didn't know what to do. I immediately called Chris and he was so understanding and helpful. He listened to my concerns and assured me that he would do everything he could to help me out. He even offered to make me a cup of tea to help calm me down!

Chris went above and beyond to help me resolve my issue. He managed to get me a full refund and was so patient and kind throughout the whole process. I was so impressed with his customer service skills and his willingness to help. He truly is a credit to the company and I will definitely be coming back to Sofology in the future.

I would highly recommend Sofology to anyone looking for high-quality furniture and excellent customer service. Chris's cheerful demeanor and willingness to help really made a difference and I feel that his hard work and dedication should not go unnoticed. I will be recommending Sofology to all of my family and friends. Thank you, Chris, for all of your help and for making my experience at Sofology a positive one!

We recently made a purchase from Sofology and we have to say, the customer service was absolutely amazing. They were always there to answer our questions and help us with any issues we had. However, we did have a bit of a problem with the delivery of our furniture. Instead of a shiny Sofology truck, we had a contractor deliver our items. Unfortunately, our corner sofa was damaged during delivery and we had to have a technician come out to fix it.

To make matters worse, the armchair we ordered was in such bad shape that we had to get a replacement. But even the replacement chair was worse than the original! We couldn't believe it. The third chair we received was so badly damaged that it didn't even make it off the lorry. We noticed broken stitching, gouges in the velvet, a poorly shaped cushion, and loose fabric on all of the chairs. It was really disappointing to see such poor quality control.

To top it off, the furniture in the back of the lorry destined for other customers was so badly piled up that it looked like a bad game of Tetris. We were really disappointed with the whole experience and it left us wondering if we would ever buy from Sofology again. Unfortunately, the answer is a resounding no.

Overall, we were really let down by the quality of the furniture and the delivery process. While the customer service was great, it just wasn't enough to make up for the issues we had. We hope that Sofology can improve their quality control and delivery process in the future so that other customers don't have to go through what we did.