Sofology - Bristol Reviews 1,002

All was great and an exceptional service

Very good customer service. Give more information & advice

When our 2 x power reclining sofas were delivered the installer noticed that they came with one twin and 1 x single cable for 4 reclining seats. He said he would raise a ticket and someone would ring me to sort it. No-one rang me back

I did an initial webchat - that didn't get responded to, apart from a generic “You can find quick answers to many questions by visiting our FAQ's”

I have since rang 5 times

Call 1. Option 2 - a fault with your sofa - “you need to select a different option”

Call 2. "you've come through to the wrong department. Please choose option 1, then 2

Call 3 (option 1 then option 2) on the phone for ages whilst the agent was on hold waiting to speak to someone else!

My phone rang the same day just once (one ring) and when I rang back no-one answered for 20 minutes and as I was at work I had to cancel the call

Call 4 (same day) Option 1 then 2. "You need to select option 2". SERIOUSLY!!

Call 5 (same day) Option 2 - On hold awaiting someone to answer for 45 minutes. I have to say Chris Boyle was very helpful and apologetic! As was Tracey Thorpe on the next call

Whilst I can appreciate things don't quite go correctly on occasions this is an easy sort but it shouldn't take this long and so many occasions getting pushed from pillar to post to sort, let alone waiting over an hour in total to speak to anyone

All I needed was a twin power cable. Why does it take 6 phone calls and 17 days to send it?!

Great service at store, assistant made it easy to order and explained everything

Supportive and relaxed atmosphere with a great appraoch by Kayliegh at the cribbs branch in bristol, really helpful and calm. Not pushy at all

Incredible people. Sales person was a great person.

Ordered sofa from Sofology. It is very comfortable but very disappointed on the colour. Based on colour only I would give them 1 star only.
I've ordered caramel all over but it literally is cappuccino at best.

After Sofology reply to get in touch with a current issue, there is no response, no service. Shocking for to the business they pretend to be.

Nice helpful staff

Sales assistant very knowledgeable and professional very happy with service

Nice customer experience in the store. Quite helpful to choose the right model we want

Sofa ok, it’s obvious now it’s home it’s been on the shop floor a while sadly. And had to ring customer services 3 times for them to get our address correct after spending an hour explaining the address in the shop. You get what you pay for I guess…

Quite frankly the worst customer service I have experienced. Paid several £k’s of pounds for a guaranteed Christmas delivery. With 3 days to go and having made several phone calls, not a single call, email or text back. Promised that a manger would call me back on each occasion, but nothing. Been told delivery will now be January.
So you order a sofa with absolute guarantee for Christmas, when I had the chance to order from other outlets but chose Sofology because of this. Never again and the order will be cancelled. Thanks Sofology for ruining Christmas before it even gets here!
Order no. 2011577-2 if you ever get the decency to phone me back

Such a welcoming place absolutely no pressure while looking around but really helpful when we had questions.
Super easy transaction looking forward to receiving my sofa.

Their sofa's are nice, you can't argue with the quality. However, their ability to get your new sofa to you within the timeframe that the sales person advised - highly questionable. We've ordered two sofa's from them now - both were delviered weeks late. In fact, the 2nd one still hasn't been delivered. Don't expect their customer service team to contact you - they won't. You need to call them, and only then do they deliver the disappointing news.

Very polite, helpful staff.

Had just the furniture we were looking for and Hayden the sales assistant was really helpful

Can't fault Hayden, very knowledgeable. Clear explanations, easy pleasant transaction completed in store. Looking forward to delivery.

Very helpful
Lots of advice

Amazing service by Kayleigh. She gave the perfect balance of giving us space but also checking we had everything we needed, and giving us a great overview of all the services. Kayleigh was knowledgable, friendly and professional.

DO NOT BUY FROM THEM!!! At the time of purchase no explanation of the term- you need to buy a chaise depending on standing opposite looking at it, which is a common knowledge staff should explain to customers & not expect them to just know! I ordered left thinking when im sat on it, it’ll be on my left. Staff ordered right side, the next day i went online to double check & rang store, spoke to diff staff & said it needs to be on left, he said ok its done. Neither staff gave clarity on how it needs to be ordered AT ALL. First staff- Meg from bristol just went along & ordered R without explaining why, when i called to correct, the man on phone who didnt speak fluent english just went along with me asking it to be corrected to L without explaining aswell. Delivery day comes & it took for the DELIVERY DRIVER to have the common sense & explain the right way an chaise needs to be ordered! Whilst still in my home unpacking i rang cust service right away, told it will be looked into, month later of me chasing for a solution, being told repeatedly by robotic staff keep saying- we cant give you the department number but we will pass on your message. Today finally spoke to someone who put me on hold to ring the store, comes back with- meg isnt in today, ( funnily she wasnt in last time too) but i spoke to colleagues who said they do explain that as an general term, i said but meg nor the other staff did, he didnt care for it, treated me like im dumb, kept explaining it to me in general terms instead of an individual, & even apologised if they got it wrong but refused to give me a solution (hyprocrite). He said, even if meg was in & said she didnt explain the correct term of ordering a chaise it wouldnt change the resolution. So firstly he assumed what meg wouldve said, then told me regardless of what she says it wouldnt change anything anyway, wasted a whole month for nothing! Refused to accept fault, told me its my fault because i signed contract, & had the opportunity to check after too, WHICH I DID!! But at no point did either staff clarify “you dont order it depending on the side when your sat on sofa. You order it looking at the sofa standing opposite it” had they done that, i wouldnt have wasted chasing, calling, and waiting for a solution. It has left me so so stressed, drained, staff have made me feel like im wrong, im dumb, & not treated me fairly or as an individual. Only thing he offered me today was an exchange which i have to pay a charge for!!!! Their customer service is shocking, they are arrogant & refuse to accept fault, upright blame the customer & want more money from you instead of understanding. He assumed meg would tell him she didnt explain explain it, how ridiculous!!! Tried to be clever with me by speaking to colleagues about general terms instead of looking into my individual issue made by 2 staffs. Its a term staff should explain to every customer not expect customers to know!!!! Its shocking, pathetic & ridiculous. I am so so distressed dealing with customer service for a whole month. I have gone from hyping the company so much to now hoping your company goes bust!! I am warning you all, you will be banging your head on the wall with their customer service, its not worth buying from!!!!!