Sofology - Support Centre Reviews 

First Sofas were sent back after awful stench of toxic fumes which were poisoning my house which led to hospital admission to treat pneumonia caused by a fire retardant the manufacture was trialling FORMALDEHYDE also used to embalm bodies!!Credit note offered after lot of hassle & sofa removed out of my house, new sofa ordered & promised that chemical was no longer used. Delivery promised in 12 weeks 4/12th still no update. Was told twice the sofas were in local depot waiting to be delivered then to be told they do not know where my order is. Requested a call back from manager at least 10 times, I'm still waiting....call received after making this true review & have been told sofa will hopefully be here end of January!!All promises broken & Christmas ruined 😡 Now waiting for refund

There was a delivery mistake which should have been easy to resolve, but after 2 calls that went unanswered and an email sent, all I get is an email telling me to call the number that doesn't get answered. I'm very disappointed in their customer care after purchase.

Went to the Gateshead store picked a sofa went home measured the wall it was going on went back told them how long it was to which the guy called Dave said oh yes that will definitely fit it got delivered today to find that its far too big so rejected the order rang customer service they were rude and unhelpful when I said I have kids one who has chronic kidney disease and they said that's not our problem worst company ever leaving myself my daughter and my disabled child without a sofa and then tell me if I want a different sofa I have to pay a fee of 900 quid absolute conartists

I’m actually at a loss of where to go with chasing my sofa. Constantly getting fobbed off and everything is a wait of 72 hrs from a call back to screening of sofa from delivery network to being given a date. We ordered on 22 September with a guarantee of Christmas delivery and no one can tell us anything. Put two complaints in and am now waiting 72 hrs for a bloody call back with only 2 weeks until Christmas. Terrible company and service

The initial process of buying our sofa was a good experience. Since then when my sofa was delivered incorrectly, it has been an absolute trauma to try and get to speak to people, emails ignored and we are 6 weeks in and I've still not received the rest of what i ordered, which i may add went to another customer, so therefore I will be receiving secondhand goods. Still not resolved, still emailing, still calling, been back to the showroom and yet nobody really cares.

I ordered a sofa (£4299) in August, I put down a large deposit and took advantage of the 0% finance on the balance. Sofology contacted me to 2 weeks ago to let me know my sofa was ready for delivery, I confirmed a date of 27th November. I received a text from Sofology on the 25th November asking me to book the delivery, given my delivery was already booked, I called Customer Services who advised me that my delivery was cancelled as there was a £2k outstanding balance. I told Customer Service that the £2k is funded by the finance agreement and they said “you don’t have a finance agreement” to which I responded “I do, I’m sitting here reading it”. Anyway after spending about 2 hours on the phone to Customer Service, it transpired that Sofology had attached my Finance Agreement to a previous order by mistake. Naturally the Customer Service team were unable to resolve the issue, so it’s been escalated to a Manager. I’ve had zero response from anyone in Sofology, I’ve sent emails to the complaints team and social media complaints requesting the error to be resolved quickly. Sofology have failed to deliver on their promise to respond to my complaint within 72 hours, I’ve literally heard nothing from them, every time I called Customer Services, I’m simply advised that I need to wait for a call or email, there is no accountability for an error that they have made. I have no sofa’s, no resolution and have lost all trust in Sofology. Up until this experience, I would highly recommend Sofology as I’ve ordered from them several times before. But my advice now is to completely avoid them.

Appalling customer services and dishonest delivery driver bodging the build of the sofa by forcing a large screw so hard into the frame of the sofa because the hole where the leg should be fixed did not have a screw receiver. The driver forced it so hard he snapped the head off the screw and left without telling me. Sofology have not arranged the replacement or made contact. Terrible company!!!

Sarah from the Online Sales was a massive help when it came to making the right choice.

Went into store and chose a sofa which after measuring up I ordered online. The sofa arrived and the colour is nothing like in store, I ordered a colour that looked light beige in store it arrived and looks light grey.

I phoned Sofology and was told by a very uncaring unhelpful person that the lighting in store is warmer which makes the colours look slightly different!!!

I am In disbelief that the customer advisor has admitted this - I was then told to change the sofa I would need to pay £1049 up front. To return I would need to pay £1258.

I will NEVER buy another sofa from here again

From start to finish an awful experience. Purchased in 2021 largely out of desperation as wait times for sofas in covid were insane and I was 5 months pregnant sitting on a beanbag chair after moving between lockdowns! Ordered two sofas but due to stock issues had to accept split delivery dates which was a nightmare from start to finish,
Was given a delivery date in the past! And spent hours and hours on hold to their helpline trying to sort it. Ended up emailing the CEO i spent so much time trying to sort all the issues. Sofas were dreadful quality from the start but with a baby on the way i had little choice to keep them. The material looked cheap, cushions sagged after a few months, now 4 years on I am getting rid, they are so uncomfortable sagging, cushions seams misaligned. You’d think these were 15 years old not 4 (my mums 20 year old laura ashley sofas are in better condition) i wouldn't say we are heavy users with only 3 of us in the house and no pets. If you have any other option please don’t use this company - they are disgraceful!

Ordered 2 Astoria sofas in July was told delivery would be 6/7 weeks ,had 3 msg to select delivery date but they are constantly changing,all you get are emails saying they are sorry when you complain if they can’t supply goods I want a refund.

Absolutely no use in giving these people a call. Just get the 72 hour wait time for someone to call back. Delayed sofa due partial items missing. Made to feel as I shouldn't have an issue, even though my delivery was confirmed and now left with no sofa for the foreseeable. Two kids in house and Sofology customer service (Charlotte & Michelle) dont seem to think I should have an issue with this predicament we have been put in by buying a sofa from them. I would steer well clear of this company. Customer service agents clearly do not care and for there to be an initial pre-recorded greeting on call stating 'They promote a happy atmosphere' clearly proves they are not shy at receiving calls from frustrated customers.

The company is shambolic. The solid steel bar on our swivel.chair snapped. Took them 2 weeks to work out if it came under structure or upholstery. Instead of calling they were going to send a letter telling us they didn't know. Finally get someone to come out.....after an other 2 weeks, because apparently having a guy come around a say it's snapped is better than the pictures we sent.

It's now been 3 months since the part was ordered, we have called and all.we get told is, "its the delivery depot that will contact you, not us" we ask how long...they haven't got a clue. Then, when the part gets here, we have to book a technician and wait probably another 2 weeks for him to come back out and screw in 4 screws or it's not covered by warranty.

This chair is less than 2 years old and we paid an extra few hundred quid for the cover. Not worth it. 4 months for a replacement part and STILL waiting.

Do not use
4 months passed and still no sofa
Originally told 3 months and a delivery date of 14th September
Informed we can't cancel the order either
Do not use

Ordered two leather care kits on
July 20th. Was told they would be here in 5-7 days. Rang week later and was told could take 14 days.
Returned from week away on 9th August still no sign. Rang them again and was told an emergency despatch would be arranged. Now 19th and still no sign.
When emailed on 18th they said that it had been chased up. Asked them had they actually been despatched but no reply.
Never had a problem with sofology before this but it is now beyond a joke.
I wouldn't mind but the warehouse is only about 8 miles from where I live. I could pick them up quicker.
If not received this week will visit the local store and request a refund.

I’ve only had my sofa for 3 years and the zip has completely broken on the seat cushion. Obviously it’s not covered under warranty but not great considering the length of time I’ve had my sofa. I don’t have a family so it’s not like it’s been heavily used!

Great service , no pressure allowed to browse and great advice

Ordered a 3 seater sofa and received a 2 seater on Friday 20th, I hope I don't have the same problems as so you all had an recieve what I ordered, il let you no

Sofa took 6 months to deliver as the company were incapable of updating my address correctly - when it was due for delivery, the delivery company advised they were unable to drive the truck along the road to my house despite having discussed this on multiple occasions with customer service and told that ‘it wouldn’t be a problem’ - sofa damaged when arrived, still awaiting my delivery refund two weeks after sofa has been delivered , sofa care package that I’ve paid for is missing - the whole experience is awful and I will never buy nor recommend your company to anyone again. Multiple emails received saying sofa was on its way, then delivery had been cancelled then it wasn’t….. completely confusing for me as the customer. When you’re paying a fortune for one of their sofa’s you expect the experience to be flawless. Disappointed doesn’t cover it

I would give zero if I could.

I love my sofas but thee customer service is appalling. Failed to deliver - then took ages to get it re booked. I had to take days off work and they didn’t even apologise.

They didn’t fit my gliders - so spent 2 hours trying to sort that.

Booked in and no one came!!!

Never, ever buy from these people