Sofology - Maidstone Reviews 2,396

I am nearing a 20 week wait for a sofa I paid upfront for in August. I have made multiple complaints, met with a different person upon every response. No one actively chasing or updating me, giving bad information as to why there are delays. Better yet, still advertising the sofa as a 12 week lead time online!
Appalling customer service and responses. I will be visiting store this weekend for a full refund.

Emma was extremely professional, polite and knowledgeable even though she had only been working for Sofology for two weeks. She allowed us to make informed decisions without prompting us in a specific direction. She is an asset to your business.

Appalling Service - Two Month Nightmare ⭐

Experience Date: August - November 2025

I wish I could give zero stars. This has been the worst furniture buying experience of my life.

The Timeline of Disaster:

September 25: Scheduled delivery day. Confirmed multiple times via email, text, and online dashboard. Driver called saying he'd arrive in 25 minutes. Called back 10 minutes later - sofa not on van, delivery cancelled. I'd already thrown out my old sofa.

September 26-29: Three phone calls to customer service, each 30+ minutes long. Promised callbacks within 24 hours. Zero callbacks received.

Early October: Offered compensation and promised delivery the following week.

Mid-October: Multiple emails requesting updates. Radio silence from Sofology.

October 26: Sofa finally delivered - nearly TWO MONTHS late. Upon inspection: visible damage, missing items, 14 furniture legs needing replacement, fabric stains/marks.

Late October: Filed formal complaint about the damaged delivery.

Early November: Requested they send technician to fit replacement legs and clean fabric. Requested appropriate compensation for the ordeal.

Mid-November: Told original dark wood finish no longer available - only Chrome, Gold, or Light wood offered. This would make the sofa look completely different. Their compensation offer remained inadequate.

Late November: Escalated to Ombudsman. Sofology stopped trying to resolve or even send the technician to clean.

What Went Wrong: ❌ Failed delivery despite confirmations ❌ Left without living room furniture for 2 months ❌ Broken promises about callbacks ❌ Damaged goods delivered ❌ Missing items ❌ Wrong/damaged furniture components ❌ Inadequate compensation ❌ Unavailable replacement parts in correct finish ❌ Poor communication throughout

The Impact: My family lived without living room furniture for two months. The emotional stress, logistical nightmare of disposing of our old sofa early, and then receiving damaged goods was unacceptable.

Would I Recommend? Absolutely not. There are plenty of furniture retailers who actually deliver what they promise, when they promise it, in the condition you paid for.

Advice to Others: Read reviews carefully before ordering. If I had, I might have avoided this nightmare.

I received exemplary service from Emma on both of my visits to Sofology, Maidstone. Emma was exceptionally helpful, and at no point did I feel rushed or pressured into any unnecessary purchases. During my second visit, we were also attended to by Jamie, who provided excellent customer service. Both staff members demonstrated extensive knowledge of the product range and were consistently friendly and approachable, offering us comprehensive information and guidance to facilitate a smooth sofa purchase. Both employees are a true credit to the store.

I went to the Maidstone Sofology and had a great experience. A lady called Emma helped us, she was friendly and knew a lot of information about the sofa, the best sort of fabric we should get as we have a dog. The experience was really postive against other sofa places we had been too, not pushy but informative. We decided to buy the sofa there and then. She was very patient and with us and a brilliant member of the team. Thank you Emma.
Our order number 2341305/1

Had a nice experience. Jamie was helpful and supportive with us.

Easy and straight,friendly honest sales guy

Lovely staff so helpful, knowledgeable and it was lovely to be able to walk round without a salesman following us. Thank you so much with all your help

Buying my sofa from Sofology in Maidstone was a very pleasant experience. I was made a cup of tea during the paperwork phase and helped when trying to choose.
I visited twice trying to decide and both times I was left to take my time but I knew help was there. It’s a lot of money to spend and you want to get it right!

Nick was friendly professional. He listened to what I wanted and with patience showed the appropriate ranges and answered all my questions and did not once put any pressure on me to commit to an order.

We wanted to choose a reclining sofa and we found Emma to be very friendly and helpful. If she didn't know the answer to something she made sure to find out. We found the sofa we wanted and Emma made the process very simple.

Very helpful and obliging sales staff, Pina and Joshua were excellent and very customer centric.

A great phone call to the Maidstone store
Very helpful in every way!
Thank you

A very good experience buying from Sofology...that is apart from the Sofology website which is really poor! We dealt with a lovely lady. Giuseppina was brilliant, she was very knowledgeable about the chairs we wanted to buy, she gave us time and space which we appreciated. My wife Sue and I would like to thank Giuseppina for her help.

We had a great experience from the time we arrived through the choosing and ordering process
Just waiting for delivery now

The store experience was very good and we looked forward to receiving our new sofa. However the aftersales experience has been completly negative. They seem to have so many complaints that they sre unable to answer the phone in an acceptable time. We did get a call after going back to the store to complain, but were told we would have to be patient as they were very busy.

Caroline at Aylesford Sofology spent time explaining my options on the two occasions I visited the store. First time to find which sofa bed, second time to purchase a sofa bed and pick the guarantee, and how to look after the sofa bed

We visited the Maidstone branch of Sofology where Colin helped us decide on the best sofa for us. Colin for very friendly and helpful.
He made us his only focus and gave us the time to decide on our perfect sofa.
Colin was very knowledgably about all the products within the store.
Overall a great visit and 3 new sofas ordered.
Keep up the good work Sofology Maidstone. A+++

All staff (Jamie was main person) were very helpful at the Maidstone branch!

A most enjoyable purchase experience. Plenty of space to wander around looking at the side selection of sofas, without the pressure of a salesperson hanging onto us but yet being available when we had questions. Once we’d decided, Jamie helped us on the fabric choices and briefed us on the insurance options. Then we closed on the final sale.