Sofology - Support Centre Reviews 

I emailed customer service on Sunday 30th August around 9am regrading an issue with my sofa. By 9.15am on the morning on Monday 31st August I had received a call back and the problem was dealt with and the issue fixed. Fantastic service from Ida the customer service operator.

Any advice for people buying, avoid at all costs!

I have spent nearly a year and 2 faulty sofas later still no better off!

First sofa had a smashed drinks cooler on delivery and the delivery guys scratched the whole top of the sofa bringing it in!

Another 12 week wait for a replacement, replacement has the heat pad stuck on continuously they sent out the parts to fix but are refusing to fit them WEIRD 🤷🏻‍♂️
The leather on the same chair is very thin and crinkles like paper when reclined unlike the other 2 chairs!

Sofology’s Answer You ask?
Because Emmira Group didn’t fill in the report properly we will not fix your sofa instead we will refund it and collect it in 7 days leaving a disabled person with no sofa!
AND to top it off the refund is not enough to go out and buy the same sofa from the same shop because the price has gone up a lot in the time Sofology have taken to get this sorted!

None of this is any fault of mine they arrived faulty both times with completely different faults!

Want some advice avoid this company they say they pride themselves in excellent customer care I haven’t received this at all it’s been horrendous on a £6k sofa

AVOID Sofology

Already email the complaint to social.media and complaints email for Sofology

Extremely disappointing experience – repeated faults and unresolved complaint

I am extremely disappointed with my experience with Sofology.

I originally ordered my sofa in January 2025 because I really liked the design and had specifically designed my living room around it. The model was Paramount.

Unfortunately, the sofa delivered in April 2025 had multiple faults.

Sofology offered me a replacement, partial refund or credit note. I chose a replacement because I genuinely wanted the sofa and gave Sofology the opportunity to put things right.

Unfortunately, the replacement delivered in September/October 2025 also had faults. I agreed to a repair and waited several weeks for a replacement part. A technician attended and fitted the part, but this did not resolve the problem.

I was then offered another replacement. As I couldn’t find another design that suited my living room, I agreed to the same model in a different material, hoping the material might have been contributing to the problems.

During this period, I also experienced another issue where metal from the sofa was grinding and left residue which transferred onto and damaged my brand-new cream carpet. I complained to Sofology and was offered £60 towards having the carpet professionally cleaned.

The replacement process continued, and in January 2026 I arranged another replacement over the phone. This was still under the same original order number.

The latest sofa was delivered in April 2026 and, once again, it had faults. The headrest was uneven and initially would not fully recline. I contacted Sofology and requested a replacement, but instead I was persuaded to accept another repair and was offered £100 compensation.

The replacement parts were eventually fitted in July 2026. Unfortunately, I am still unhappy with the sofa. There are noticeable gaps around the recliner console. Sofology’s position is that these gaps are “within acceptable tolerances” and I have been directed towards ADR.

What I find particularly frustrating is that I have been patient and have repeatedly allowed Sofology opportunities to repair or replace the sofa. This has now been going on for approximately 18 months and involves three sofas, multiple faults, several repair/replacement attempts and considerable inconvenience.

I didn’t want to reject the sofa. I genuinely liked the design and went with my livingroom decor. I gave Sofology numerous opportunities to resolve the problems. However, after everything that has happened, I have now lost confidence in the product and the process.

I am currently seeking to exercise my final right to reject the sofa under the Consumer Rights Act 2015 and have asked Sofology to resolve the matter. If it cannot be resolved, I will pursue the matter through the appropriate ADR process.

This review reflects my personal experience and the way my complaint has been handled. I sincerely hope Sofology takes the opportunity to review the history of my order and provide a satisfactory resolution.

Sofa came in the opposite orientation from what was requested in store. Company will not accept responsibility for this and it has been several weeks now dealing with their customer service department.

Thought sofology where in the businesse of making month, not the case, seen nice sofa 3 setter 799.00, cuddle chair 449.00, and matching round coffee table thing 199.00 all ex display, i said I'd take it and pay in full. Fine but would still have to wait 9 weeks, I asked would they remove from display, answer nope, I said could I arrange my own pick up nope, I said so I can pay in full and everyone can still sit on it yes! So if it got damaged in that time, i was told if damaged when delivered they would replace with a new one, does not make sence. It's reduced as display, its end of season stock. Lost my bussiness. Don't suppose they evan care.

Title:

Rating: 1 Star

Review Body:
We placed an order for a sofa with Sofology back on 21/04/2026 with an estimated delivery date of mid-June 2026. What followed has been an absolute masterclass in poor service, broken promises, and complete disregard for the customer.

Here is the exact timeline of our experience:

Missed ETA & Initial Delay: The original mid-June delivery date came and went. Following an initial two-week delay, we were given a revised delivery commitment for 17/07/2026. That date also passed with no sofa delivered.

Formal Complaint Ignored: Due to constant broken promises and a total lack of communication, I filed a formal complaint (Ref: 11573280 / Email Request: 1854720). To date, I have received no formal response or meaningful update regarding this complaint.

Wrong Item Delivered: Today (31/07/2026), the delivery team finally arrived—only to bring the WRONG sofa.

Zero Follow-Up: We turned the delivery away and are now left entirely without furniture. Promised follow-up calls from customer service to resolve this catastrophic blunder have failed to materialize.

We have been forced to chase Sofology constantly while receiving non-existent customer support. At this point, any sort of actual customer support would be a start. Due to this severe breach of contract and appalling service, I am demanding an immediate full waiver of all delivery fees alongside substantial financial compensation.

If this matter is not escalated and resolved by a senior manager prior to 7th August 2026, I will be taking formal legal action through the Small Claims Court.

Reference Details for Escalations Team:

Order Number: 3996213-1

Formal Complaint Ref: 11573280

Email Request Ref: 1854720

Status: Awaiting an urgent phone call from senior management to resolve.

I am writing to make a formal complaint regarding my recent experience with my Sofology purchase

When purchasing my sofa in store the salesperson discussed the available optional extras with us, including Sofa Shield. We agreed to take Sofa Shield (having a 3 year old toddler and buying a beige sofa it was a no brainier), after it was offered during the sales process and we left the store under the clear understanding that this had been included with our purchase

I have recently attempted to make a claim, only to be informed that we do not have Sofa Shield on our order.This has come as a complete surprise as we believed we had purchased the cover. Had we been told at any stage that it had not been added, we would have raised this immediately. Instead we have only discovered the issue when trying to use what we believed we had paid for.

I would like Sofology to investigate how this happened by reviewing the sales documentation and, if available, any recordings or notes from the sale. It appears there has either been an error during the sales process or a misunderstanding that was never identified.

I would appreciate a prompt response explaining how this occurred and what steps Sofology intends to take to resolve the matter.

I payed for my furniture 12 days ago by transfer which I was told would take one day to clear in time for my delivery. The delivery was cancelled as this was the wrong information and it would take 5 days to clear. It is now 12 days later I’ve asked to speak to someone in the management team and have been several times and been guaranteed a call back but no call. Same thing today. I’ve paid for my furniture in full but they say they are waiting payment. And there is no one I can speak to to look into this further. Never experienced customer service like this.

Awful, awful and more awful. Stores are great. Logistics terrible and support are useless.

Ordered back in Jan, tole I would have mid April. Now mid May. Got told it was “docking” and would get delivery booked in the next day. Never heard anything. Turns out I was misled and told false information. Now they are chasing with their supply chain team who simply don’t reply. It’s just excuse after excuse after excuse and no tangible information. Do not ever order from here as it’s the worst service at premium prices

I currently have no idea when the sofa is going to be delivered….

Poor quality technical information in store resulted in my ordering a battery pack with my sofa that I didn't need and which cost me £100. When I tried to return this for refund or credit note I was told they couldn't accept the battery back or offer a refund. Had they had the information I needed in store I wouldn't have had to needed to waste £100 on a battery I don't need. I'll be avoiding Sofology and DFS going forward.

Once they have your money they dont care. They dont tell you about the fibres move and can make things feel and look flat.

Gave me 2 days notice for a 3 week early delivery . Had to then borrow funds as didn’t get payed till week after . Had to then break my old settee up and many trips to the tip as I had already booked some one to take the window out and he wasn’t available. Then got a call an hour before it was due saying part missing Carnt deliver .appalling customer service . Someone will call you un 3 days . Nothing to sit on . Im going as far as I can go with this Evan the ombudsman. Sick of companies take ing your money and then not giving a dame

Paul from the direct sales team was so helpful and efficient. He made the ordering process a dream!
Can’t wait for my Georgio sofa to arrive 😆

I don’t normally post personal content on here but Sofology what’s going on !!!!

In 25 years of sales and customer relations I’ve never gone from thinking what amazing customer service to that has to be the worst experience in retail I’ve ever experienced.

In the store we we had recently spend thousands not on finance the sales team where so helpful with my request to exchange for a better product however the store manager only words where speak to customers services I can’t do anything … that’s your store manager people.

Then I call the number he gave me and the tone and the way I was spoken to I could of been interrogated by the police in a better more understanding tone and support and then he puts the phone down on me.

To any higher ups at Sofology I think some training and coaching is needed BADLY !!!

Won’t be going back again

I've asked Sofology for a DSAR and final response with reference number and they're just ignoring me. Keep trying to close my query and clearly hoping I'll go away. This is a replacement sofa from them after the first one was shocking and have further issues now caused by 'friction of fibres' that they're saying isn't a fault because 'this is a known feature of chenille'. Unable to answer why, if this is known, they're making their sofas out of this. Trying to claim their sofa is 'nothing to do with the fibres bobbling' despite the fact that friction by definition requires TWO objects rubbing together, one of which is the sofa, so fail to see how it's nothing to do with it... the other item is regular clothes that I wear in which to sit on my sofa. Absolutely disgusting customer service

Sue was very helpful both speaking to myself and my partner, very professional

If I could give zero stars I would. Never experienced such disgusting after sales service. Sofa was delivered damaged so I didn’t except it. All legs and leg blocks were broken. Was then told I had to except it or cancel order and once redelivered they would repair it. What company supply’s damaged goods??? The sofa bed was over £2000 and I needed it for Xmas so had no choice really than to accept this. After complaining I had staff promise to call me back and didn’t, wouldn’t respond to my emails and then after 5 weeks of lots of calls and emails they offered a refund of the delivery charge or collect sofa and give a full refund. They made it very clear that was a final offer and couldn’t care less about the service provided. I had to take 2 further days off work unpaid for the redelivery and then the repair of the sofa. I will never use this company again!!!!

Hundred percent customer value wonderful company to deal with thank you

Can't create account, contacted support and all they did is say "Oh weird, I can't on my end either..." MAYBE INVESTIGATE AND FIX IT?! HOW ARE YOU EVEN DOING BUSINESS?

Abysmal unacceptable non service from SOFOLOGY , paid in full over 2 months before delivery . Chair arrived in a disgusting filthy state . The delivery guys were in agreement and took it back either them . We now after nearly a month and promised full credit immediate , apologies wasted time still not received our credit 😡. Avoid this overpriced 1/3 rd rate company Now they have the audacity to reply on Trustpilot after half a dozen emails and phone calls to this exact address 🤬