Sofology Ongoing complaint.

andrewash316_2

Hello! 

Please I could really do with some assistance with an ongoing complaint I have raised with sofology. 

I have fired them emails and had a few phone calls from their 'dedicated' teams. even CC'd the CEO to highlight this complaint.

Long story short (so I dont end up writing War and Peace).. we are currently 18 weeks into a 10 week lead time.. little to no communication or tell us about the delays.. ridiculous call waiting times (upto hour and half) to find out about the delays and no end in sight.

I was told I would be able to book a delivery date yesterday or get a phone call (fri 13th Nov [I know!]), which after a number of failed call backs in the past just unsurprisingly didn't happen. Tried to call the 'dedicated' complaint team number i was emailed earlier this week.. i started as call 6 in the queue..and when i hung up after 35mins when it told me i was caller 10!! yes TEN! in the queue. Lord knows how this 'dedicated' Phone line works!!!

I've had enough and that just tipped me over the edge. I was to push this further, who can i contact to take this further, who is the main watchdog/ombudsman who overseas they have to report to. lror do i need to consider taking legal action against them? also i would love some feedback from people who have done this in the past and what buttons to push for this complaint. 

Dont get me wrong i know Covid is the route cause of my delay.. my complaint it about the complete lack of communication, terrible Service and the fact they have been sat on my money for 18 weeks with no sofa!

Your help would be amazing! and I Thank you all in advance. 

ssparks2003

What outcome are you looking for? Are you trying to cancel, just want an update? Someone to say sorry? 

JJ_Egan

Cancel and get your money back .

No overseas watchdog  .

What would you take legal action against them for ?? long telephone queues .

andrewash316_2

ssparks2003 said:

What outcome are you looking for? Are you trying to cancel, just want an update? Someone to say sorry? 

I feel I've waited too long now to cancel, it would be cutting my nose off situation!
But an apology would be nice but mainly I feel I need to put a fire under there behinds and get stuff done! 

Also beaches of contract, breach of terms of service amongst other things! 

JJ_Egan

<Also beaches of contract, breach of terms of service amongst other things!  >

Engage a solicitor  for contract if contract gives you a definitive time frame .

Likewise terms of service if you have found something in the terms that fits .

DWO

I have had a complaint going since April 2020, the sofa was 10 months old at this point.
Sofology are not interested, our sofa is sagging on one of the seating positions, feels like your knees are under your chin.
We have had 2 so called technicians( 1 fabricated a report) at our home, all they do is prod a couple of cushions and take some photos.
Sofology will then say there is nothing wrong with the sofa it is natural settlement!!!!!!!
We then contacted the Furniture Ombudsman, complete waste of time, they are financed by Sofology, DFS ETC.
I the took to twitter, got a reply asking for details, no they are lying saying all there computers are down and they are really sorry.
They are not interested, customer service is NIL.
Read the reviews on Trust pilot ETC.
If you are reading this before you have bought anything, please, GO ELSEWHERE, THEIR PRODUCTS ARE NOT FIT FOR PURPOSE,CHEAP AND NASTY. 

MothballsWallet

OP, don't feel too bad about the phone wait times: I once had to call Madasafish (internet provider) in the days of dial-up about a technical issue that was preventing me sending an email (and it was urgent for a job application I was making), and I was in their queue for over an hour before speaking to someone.

They had a premium rate number at the time, and I even had a call from BT asking about the length of the call as it was going to cost me £30-40.

Soon after that, Madasfish changed to starting the charges when you actually got connected to someone.