Sofology - Support Centre Reviews 238

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

Very bad service do not buy of this company. After care and customer services are so atrocious and lie to you. Cannot get to speak to a manager. Sofa never came only one part of it and still don’t know when it’s coming.

My second order in just over 3months where the price has gone up by 20%
in that time due to there chairs and sofas made in China where presumably
the shipping increases reflect the huge increase.
The chairs and sofas appear well made but the after service poor as paid
£39 for care kit and £223 for Sofacare and 1 month after delivery have received no details of guarantee for sofacare and no care kit.
You have to keep ringing there customer services department to chase them which you should not have to do !!!!!!

Wouldn’t touch them with a barge pole. Absolutely incompetent people . Lost a £3000 sofa and don’t seem to care where it is. Passed from pillar to post eventually told to reorder or get a refund. Customer service non existent. Waited 4 month for nothing.

Have not taken delivery of the sofa yet, so can’t comment on that. The process for ordering on the telephone was very efficient & well explained at each stage by the sales lady, who was also extremely friendly & pleasant.

Don't be fooled into the reviews that are placed after you made your order! The order process is good, at which point you are asked to leave a review on trust pilot...

I am leaving my review after finally taking delivery and speaking to the complaints team and my overall advice would be... AVOID!

In summary, I was pushed with 3-4 months of extra delays, probably would have been longer if I wasn't on the ball... I had to constantly chase them in order to book the final delivery, customer services fobbed me off 3 times and took a week to arrange delivery dispute it being ready...

Booked the afternoon off work to take delivery (as I was given a PM slot). Delivery men turned up at my house at 10am and had to cancel my morning of work...

Sofa is damaged so I know have to go through the process of getting that fixed. The entire process has been a nightmare...

And after all that, they offer a £100 gesture of good will.... Considering £50 is standard for a 7 day delay according to their terms and conditions, an additional £50 for 3/4 months delay, loosing a days work, having to constantly chase is an absolute joke. They had a chance to refund me a fair and appropriate amount to compensate me for my time but didn't, they clearly think it's acceptable for the customer to jump through many hoops to get their order...

There are still ongoing issues, as I now have to wait for someone to come out and repair the sofa...

Never again, AVOID!

Please don't buy .The quality of the furniture great that's we're it ends.I am still waiting for a delivery from October .The customer service is non existent.And whatever you do don't but the leather cleaning kit still waiting for that as well.

excellent clear service

I want to say a big thank you for the kindness which was shown to me, my circumstances changed due to poor health, and sofology were very understanding and accepted my cancellation and have refunded my payment.

My review is based on help I received from a staff
so I have a very awkward livingroom shape and after looking at the website for 2 months and still can't find a sofa that fixes, Deborah .M. came to my rescue, she was very helpful, stayed on the phone for more than an hour to put pieces to gather for me to get a sofa that fixes my room, now I'm patiently waiting for my beautiful Cadenza, if you need help finding a sofa or one that will fit your room size, Deborah is the right person to speak to.

Waited 4 months for delivery of 2 settees. One of the settees arrived incomplete, minus its chaise. We had to initiate an online complaint, but were told we had to wait for the warehouse to report on its whereabouts. A couple of days later we then had to report via their 'zen' desk, faults with the other settee, a loose back and creaking frame, to which we have not had a response. We were unable to contact them on the phone, kept on hold and gave up trying after an hour. After waiting 10 days without a response we wrote and emailed to cancel our order, requesting they collect the settees. Another 9 days have passed with no acknowledgement.
We will now contact our bank to initiate a charge back.
We can only guess that Sofology are in difficulty since being taken over by DFS. Appalling lack of customer care, advise you avoid and shop elsewhere. Just to add, yesterday we recieved an email from them to say our issue had been resolved. Oh no it hasn't. We complained again and they emailed us back to say our case had been escalated and someone would ring us back within 4 hours. Still waiting for the call over 24 hours later. CROOKS.

Suzanne was very helpful and great to deal with when ordering. Overall very easy to order exactly what we wanted with no pressure for upsale or add ons.