Is sofology really that bad???

mattyprice4004

Always been fine for my family, even organising a repair was remarkably painless. 

ileven1225

Hi everyone, since Sofology now belongs to DFS, has the quality of sofa and their service been improved?

born_again

All I can say is our 5 year old sofa from then is still going strong despite some heavy use and 2 dogs who sleep & sit on it most of the day.

kraphtous

Looked at customer complaints review of Sofology as experiencing a very negative response from, so called customer service. They are in denial of my sagging seat problem having spent just under £4K for a suite. This problem appears to be fairly common as is their reluctance  to take responsibility for it. Have been referred to ombudsman, well see if they are effective or not. 

Next step small claims court.

Advice, don’t by furniture from Sofology without a very very good reason.

AndrewHicken

If anyone is thinking of buying from this company, think again!

On 25th August we ordered a new sofa from Sofology, due to our previous one from another supplier being returned as it was faulty.

We were told it would be 8 weeks, give or take a few days.

4 weeks later, we received an e-mail saying it would be delayed by 4 weeks, but they could offer loan furniture. I wasn't keen on this, but as we only had armchairs to sit in I took them up on the offer, explaining that the sofa would need to be able to be dismantled (like the one we had ordered), as our hall shape is awkward, and it would be difficult to get into the lounge. Delivery was booked for 10th October. Delivery arrives - sofa much larger than the one we had ordered and would not fit through door! New loan furniture booked for 3 days later. Received a call on the morning to say delivery lorry had broken down and we wouldn't receive it that day. Finally received a very ugly loan sofa and chair another 3 days later.

Next I was told our 'real' furniture would arrive on 19th November. Date arrives, and yes you guessed correctly, delayed again!

Told it would definitely be coming into warehouse on 27th Nov. Telephoned on 28th and was told it had arrived and I could book delivery. Paid the balance in full and booked delivery for today, 3rd December.

Tuesday, I went onto the website to check all was OK, but the website was down, with an error message stating if there was any change to deliveries the customer would be contacted by text and email.

No communication received, but decided to phone at 5pm yesterday to check all was still going ahead. Was told all lorries were loaded, the delivery was going ahead and I would receive an e-mail with my allocated time slot by first thing this morning.

No e-mail received, so phoned customer services as soon as they opened at 8.30, to be told the delivery wouldn't be happening, as they 'can't locate' our sofa.

I have given them until tomorrow to find and deliver, otherwise I expect a full refund.

To say I'm furious is an understatement.

They need to sort their customers orders rather than paying Hollywood stars to advertise their product. 

couriervanman

Well its owned by DFS

Beanbear81

Myself and my husband recently ordered their new offering, the Banbury” sofa. After 4.5 long months of waiting due to covid we were so excited. However it soon became apparent that all was not rosy. Within 24 hours the “non-dipping” sofa cushions dipped significantly. After 4 days we could not believe the shabby look of the sofa. We were assured on multiple visits to the showroom and talking to the same salesman that this would never happen as the filling was fibre and foam mixed and high quality. Not only that, but I had been told 3 times on 3 separate visits that the sofa could be broken down if it struggled to get through  the door. I didn’t believe him but he insisted. To clarify, the sofa cannot be broken down other than taking the feet off as it’s all stitched together. Thank god we didn’t order the 3 seater he’d encouraged us to go for I thought. 

Within a few days we had enough. Called their company’s team. Explained our disappointment and sent photos. Told we’d hear within 48 hours from a technician. Nothing. Chased them by emailand still nothing 5 days later. 

Enogh was enough so we failed them again. This time the woman was helpful. But they won’t send technicians out unless it’s a health and safety issue due to covid. Emergencies only. They offered to replace the fillings but only the sane crap quality as we had. Refused to upgrade it. Only option was cancellation but charged 30% of price. Yes it’s in the contract, but after being blatantly lied to by a trickster salesman and only 48 hours it had got that bad, we outright refused. After a huge argument the person agreed to waive the 30% charge and we asked her to put it in writing. You have to reallly push tho to get this. Don’t let them use the 30% fee to force you to keep crap that they produce. I’ll believe it when I see the money back in the account with no arguing. 

Furthermore she then prooceefed to say all their sofas were filled with soft foam now. That essentially means what might look good outside is filled with the lowest quality fillings there is. Their sofas will never last. 

My advice..stay well away from Sofology. What you see is not what you get. Never believe a word the sales guys say. 

Id recommend going to independent sofa stores who offer much better quality and always go for the high density foam fillings with fibre or feather outside. Something Sofology have admitted they do not offer. 

MattMattMattUK

I bought a sofa from Sofology in mid 2019, delivery was on time, the sofa is great. Some people will have bad experiences, those people will generally be much more vocal. It is also worth noting that if everyone refused to buy from companies which people had complained about on here, or which had a bunch of bad TrustPilot reviews etc. then none of us would be able to buy anything from anywhere.

ems2601

Yes they really are! Hard to get so many things wrong but they somehow manage it. More informed sales staff who should ask customers some key questions before closing the sale would help. Also a customer service that actually does just that would help! 

parkerdirk

I ordered a £3.5k sofa in Feb.
On the website my "expected delivery" was yesterday, 19th May.
Sofa didn't arrive. No phone calls. No emails. 
No response from the chat bots. No emails, no phone calls.
I have tried ringing Sofology 8 times. 3 times the call wouldn't connect.  5 times I was on hold for over an hour and I had to terminate the call. I have emailed them over a week ago, no response. Whilst on hold you can "press 0 to leave a message"......pressed 0 it just rings off, no opportunity to leave a message.
I've tried the chat bots 3 times, hilariously the autoresponder says "Sofology usually responds within a few minutes". It's has bee 5 days with no response.


This screams of a company about to go under. 
For now, do not order from Sofology. If you do, use a credit card for added protection