Sofology - Systems Down

sayraay85

Absolutely disgraced at Sofology’s customer service.  Has anyone experienced this too?

We ordered a sofa from them on 30th August and it was due for delivery on 29th November.  After a 13 week wait, we have still not received the sofa.  Their customer advisors currently claim the systems are down and they will not provide us with any update as to the sofa’s whereabouts or an expected delivery date. 

They have £2125 of our money!  Today we spoke with Dan (who refused to provide us with a surname) he wouldn’t let us complain or escalate this further.  They refuse to issue a refund as claim all accounts are down too.  As a result, they have our money indefinitely with no update on when there will even be an update.

We are currently without a sofa and without our money with no idea of when there will be any resolution, if any.  All we are told is check the website for an update.

JJ_Egan

Yes systems are down  .

Try their Twitter feed .

Aylesbury_Duck

I'm not sure what more you can do until their systems are back online.  If they physically can't access their own inventory/delivery/payment records, you'll just have to wait. 

sayraay85

4 days a company that size claims all their systems are down, with no idea of when they’ll be fixed, yet they can still take new orders. It is all very suspicious sounding to me. 

Aylesbury_Duck

sayraay85 said:

4 days a company that size claims all their systems are down, with no idea of when they’ll be fixed, yet they can still take new orders. It is all very suspicious sounding to me. 

What's your theory, then?  

sayraay85

They’re going to go into administration 

KatrinaWaves

Never understood the obsession with getting a surname 😒 no doubt his full name would have been on here if he had. You don’t need it. Only ridiculous customers start insisting on surnames and you have absolutely no right to it 

m4DD0gg

OP should count themselves lucky, i would ask for a refund asap as Sofology are appalling to deal with as is the quality of their product.
We spent £2200 quid on two sofas, when they arrived one of the arms of the sofas was damaged, nothing major but not what you would expect from a sofa of that price. We were told that the 'systems' were down (they are always down) and that it would not be possible to raise a fault. I was going to refuse delivery at which point their sub contractor delivery drivers informed that the sofas 'would end up in a warehouse in Coventry, where they would gather dust and not be looked after well'.
Speaking to customer services its a 3 month lead time on repairs minimum and once again the 'systems' are down and have been for a week - this is a regular occurrence. 
Their customer service people are atrocious, rude, incompetent and poorly trained. There is zero escalation path either.
Sofology are on par with DFS and Made.com for how bad they are and it would not surprise me if they are going into administration in the next 3 months.

Aylesbury_Duck

m4DD0gg said:

OP should count themselves lucky, i would ask for a refund asap as Sofology are appalling to deal with as is the quality of their product.
We spent £2200 quid on two sofas, when they arrived one of the arms of the sofas was damaged, nothing major but not what you would expect from a sofa of that price. We were told that the 'systems' were down (they are always down) and that it would not be possible to raise a fault. I was going to refuse delivery at which point their sub contractor delivery drivers informed that the sofas 'would end up in a warehouse in Coventry, where they would gather dust and not be looked after well'.
Speaking to customer services its a 3 month lead time on repairs minimum and once again the 'systems' are down and have been for a week - this is a regular occurrence. 
Their customer service people are atrocious, rude, incompetent and poorly trained. There is zero escalation path either.
Sofology are on par with DFS and Made.com for how bad they are and it would not surprise me if they are going into administration in the next 3 months.

...and this is where your conscience kicked in and you just couldn't do that to your sofa?

Sofology are actually part of DFS.

Uptown_Boy

Maybe they've paid so much to Owen Wilson that they've ran out of funds to fix their "systems".