Sofology…shambolic!!

GrEnN159

3rd delivery date and surprise surprise no sofas!! Lies after, after lies, after lies! At one point I was even told my sofas were out for delivery on van number 49!! Very difficult to get hold off. Normally wait for at least 1 hour 40 minutes on hold before speaking to customer services. Do not waste your time, effort or money on this shambolic company. Very nice when they want the sale but afterwards they do not care. I wish I’d read the awful reviews and watchdog investigation before I placed an order. Family of 6 with no sofas to sit on. Now going through trading standards. Brought a dining room set from Furniture Village and could not fault them…wish I had brought sofas through them now.  Live and learn!

McKneff

I have just used Sofology with absolutely no problem at all. 
First delivery date was postponed for a week die to the situation at the docks then delivered with in a week no issues. 

By the way, Sofology use independent delivery companies. 

These are unprecedented times  

GrEnN159

We ordered four items from Sofology,  and with no notification whatsoever two items have now turned up…luckily someone was home! I am aware the delivery companies are independent and they were sympathetic as regards to our incomplete order. They said they have no control over what they deliver and are use to getting “a lot of complaints” from customers when delivering for Sofology. Make of that what you will. I am also aware we are living in unprecedented times, being a nurse, but this does not excuse poor customer service. Sofology should not be taking peoples hard earned money if they are not committed to providing a good service….or the items you have paid for!

Aylesbury_Duck

GrEnN159 said:

We ordered four items from Sofology,  and with no notification whatsoever two items have now turned up…luckily someone was home! I am aware the delivery companies are independent and they were sympathetic as regards to our incomplete order. They said they have no control over what they deliver and are use to getting “a lot of complaints” from customers when delivering for Sofology. Make of that what you will. I am also aware we are living in unprecedented times, being a nurse, but this does not excuse poor customer service. Sofology should not be taking peoples hard earned money if they are not committed to providing a good service….or the items you have paid for!

What do I make of that?  That lots of people ordering large items that are probably produced abroad, in the middle of an established pandemic, in a post-Brexit adjustment period where customs and port processes are not straightforward and when there is a lack of HGV drivers, have unrealistic expectations of retailers and a lack of patience.

There are UK-based furniture producers you can buy from if delivery date certainty is important to you.  Otherwise, you just have to be patient, because all the sheds selling cheaper furniture are at the mercy of those aforementioned circumstances.

sparklep0ny

Aylesbury_Duck said:

GrEnN159 said:

We ordered four items from Sofology,  and with no notification whatsoever two items have now turned up…luckily someone was home! I am aware the delivery companies are independent and they were sympathetic as regards to our incomplete order. They said they have no control over what they deliver and are use to getting “a lot of complaints” from customers when delivering for Sofology. Make of that what you will. I am also aware we are living in unprecedented times, being a nurse, but this does not excuse poor customer service. Sofology should not be taking peoples hard earned money if they are not committed to providing a good service….or the items you have paid for!

What do I make of that?  That lots of people ordering large items that are probably produced abroad, in the middle of an established pandemic, in a post-Brexit adjustment period where customs and port processes are not straightforward and when there is a lack of HGV drivers, have unrealistic expectations of retailers and a lack of patience.

There are UK-based furniture producers you can buy from if delivery date certainty is important to you.  Otherwise, you just have to be patient, because all the sheds selling cheaper furniture are at the mercy of those aforementioned circumstances.

I liked how the OP said they're aware, and then goes on to contradict it and make it clear that they're not aware, and clearly don't care.

ThumbRemote

Aylesbury_Duck said:

GrEnN159 said:

We ordered four items from Sofology,  and with no notification whatsoever two items have now turned up…luckily someone was home! I am aware the delivery companies are independent and they were sympathetic as regards to our incomplete order. They said they have no control over what they deliver and are use to getting “a lot of complaints” from customers when delivering for Sofology. Make of that what you will. I am also aware we are living in unprecedented times, being a nurse, but this does not excuse poor customer service. Sofology should not be taking peoples hard earned money if they are not committed to providing a good service….or the items you have paid for!

What do I make of that?  That lots of people ordering large items that are probably produced abroad, in the middle of an established pandemic, in a post-Brexit adjustment period where customs and port processes are not straightforward and when there is a lack of HGV drivers, have unrealistic expectations of retailers and a lack of patience.

There are UK-based furniture producers you can buy from if delivery date certainty is important to you.  Otherwise, you just have to be patient, because all the sheds selling cheaper furniture are at the mercy of those aforementioned circumstances.

Why do you think the customers have to adjust their expectations, but the retailers don't have to adjust their customer service?

Aylesbury_Duck

ThumbRemote said:

Aylesbury_Duck said:

GrEnN159 said:

We ordered four items from Sofology,  and with no notification whatsoever two items have now turned up…luckily someone was home! I am aware the delivery companies are independent and they were sympathetic as regards to our incomplete order. They said they have no control over what they deliver and are use to getting “a lot of complaints” from customers when delivering for Sofology. Make of that what you will. I am also aware we are living in unprecedented times, being a nurse, but this does not excuse poor customer service. Sofology should not be taking peoples hard earned money if they are not committed to providing a good service….or the items you have paid for!

What do I make of that?  That lots of people ordering large items that are probably produced abroad, in the middle of an established pandemic, in a post-Brexit adjustment period where customs and port processes are not straightforward and when there is a lack of HGV drivers, have unrealistic expectations of retailers and a lack of patience.

There are UK-based furniture producers you can buy from if delivery date certainty is important to you.  Otherwise, you just have to be patient, because all the sheds selling cheaper furniture are at the mercy of those aforementioned circumstances.

Why do you think the customers have to adjust their expectations, but the retailers don't have to adjust their customer service?

Pragmatism.  Or do you think that retailers should just stop doing business until all the current production, supply chain and customs problems are solved?  We're in a pandemic, in a botched and incomplete exit from the EU and there are problems all over Europe with supply, deliveries, etc.  Have you not been keeping up with the news for the last 18 months?  Of course customers should adjust their expectations.  What's the alternative?  Disappointment.  It doesn't get your sofa any faster though, does it.

Jenni_D

Aylesbury_Duck said:

ThumbRemote said:

Aylesbury_Duck said:

GrEnN159 said:

We ordered four items from Sofology,  and with no notification whatsoever two items have now turned up…luckily someone was home! I am aware the delivery companies are independent and they were sympathetic as regards to our incomplete order. They said they have no control over what they deliver and are use to getting “a lot of complaints” from customers when delivering for Sofology. Make of that what you will. I am also aware we are living in unprecedented times, being a nurse, but this does not excuse poor customer service. Sofology should not be taking peoples hard earned money if they are not committed to providing a good service….or the items you have paid for!

What do I make of that?  That lots of people ordering large items that are probably produced abroad, in the middle of an established pandemic, in a post-Brexit adjustment period where customs and port processes are not straightforward and when there is a lack of HGV drivers, have unrealistic expectations of retailers and a lack of patience.

There are UK-based furniture producers you can buy from if delivery date certainty is important to you.  Otherwise, you just have to be patient, because all the sheds selling cheaper furniture are at the mercy of those aforementioned circumstances.

Why do you think the customers have to adjust their expectations, but the retailers don't have to adjust their customer service?

Pragmatism.  Or do you think that retailers should just stop doing business until all the current production, supply chain and customs problems are solved?  We're in a pandemic, in a botched and incomplete exit from the EU and there are problems all over Europe with supply, deliveries, etc.  Have you not been keeping up with the news for the last 18 months?  Of course customers should adjust their expectations.  What's the alternative?  Disappointment.  It doesn't get your sofa any faster though, does it.

The real alternative is for companies to take customer service seriously and tell the truth rather than give platitudes and nonsense information just to get the complainant off the phone/email.