Is sofology really that bad???

gerhardrossy

I bought a home in lockdown and so getting furniture everywhere has been tougher than normal especially with Brexit and the Suez Canal all hitting at once. So this feedback is equally benchmarked with other companies handling similar things. 

Sofology have been awful. Truly. Nobody is going to be impolite to you. Their trust pilot is full of glowing reviews about people who work in the company. It’s not a people issue. It’s the rest. Check their Twitter for the true state of affairs. 

The company is just badly put together. Their website half works. Their customer portal is worse than useless although you’ll be constantly directed to it. When it doesn’t answer your question (I’m not sure what one it does) and you have to try and speak to the company;
•Nobody answers webchat.
•You can’t get through on the phone (45 people and over an hour long, no thanks).
•Even priority lines can be tricky if you’re lucky enough to make the cut. Not only can you go down in the queue, you can go back up! You can bounce back from being next in the queue back to number 5,10... really whatever the system wants. 

You won’t receive your furniture when you’re supposed to. And they won’t tell you that it’s not coming or keep you up to date like they say they will. When you finally speak to someone to ask why your furniture hadn’t arrived you’ll just be told “logistics is like that” and thrown £50. 

But the fact of the matter is £50 or not, you cannot trust this company. I don’t trust this company. When you miss two delivery dates and I’m the one fighting to get in touch with you, you don’t really want to sell something to me. 

You have the choice to shop elsewhere. Sofology will be a 4 month wait for nothing but stress and frustration. 

Jenni_D

Well they have to pay for Owen Wilson somehow ....

sofa_searcher

Issues with delivery is down to brexit and partly suez canal delays. A lot of furniture retailers are warning of long lead times. This also applies to furniture made in the UK but with imported materials

sheramber

Have a read of their facebook page.

charlie71

sheramber said:

Have a read of their facebook page.

We had a nightmare with them.  Delayed delivery by 2 months, then shoddy furniture when it did arrive.  Not the same quality as in their very nice showrooms.  After 6 months got them to agree to pick them up and remove them for a refund. 

Customer service hen you can get hold of them is appalling.  As Sheramber says - read 'sofology angry customers' fb page.  Some horrendous stories on there. 

AVOID.

C.

Jobin62

 The store in Chester is great, staff are helpful, but once you've signed on the dotted line, your life (and money) are at the mercy of the After Sales Team - who quite honestly, couldn't care less if you cancel or not and after waiting for months for your new sofa, will quite happy cancel when it doesn't arrive. I ordered a sofa off them in April - it was due to arrive finally on July 7th - they took it to my old address and I haven't seen it since. They initially told me it was my fault, but having gone into the store with my delivery address in hand, I proved that was not the case. A gentleman in store has been trying to help me - but all he could say was that my sofa had been returned to the depot, hundreds of miles away and until it arrived there was nothing anyone could do, but he would keep trying. Well it must still not have arrived - almost a week later.
Now they don't even reply to my emails, I can not get through on the phone, (waiting is over an hour minimum and they cut you off frequently) and the 'web chat help' (that responds in minutes apparently - Not) is more than useless! After telling me there was nothing they could do until it arrives at the depot and refusing to allow me to speak to a Manager, they no longer respond at all. I have not been rude or abusive at all. So now they have left me £3000 out of pocket and siting on deck chairs!! Even the CEO doesn't respond, disgraceful! Never ever have I had the misfortune to deal with a company like this - its shocking. No wonder there are Facebook complaint groups for this company. Check them out before you buy. Because the minute your delivery goes wrong - which happens a lot - your left high and dry and totally at their mercy. Almost a week later - and no resolution. No sofa - no date - no contact and no response....... Beware!!

sheramber

How did you pay?

daveaspy

well we are considering a sofology sofa so interesting reading on this thread.

Is there any added protection by purchasing on a credit card as opposed to their interest free credit?

Jenni_D

Either way you'll get Section 75 protection, so no - no difference from that perspective.  

The only subtle difference is that their finance provider may be more-inclined to take their side in any dispute.

Silver_Shark

Jenni_D said:

Either way you'll get Section 75 protection, so no - no difference from that perspective.  

The only subtle difference is that their finance provider may be more-inclined to take their side in any dispute.

As will the Furniture Ombudsman if and when you have problems with the sofa once it's delivered.