Sofology - Support Centre Recenzje 242

If I was able to give a no star rating this would be it.
We ordered a sofa from Norwich in October 2022 and received excellent customer service.
However we took delivery of the sofa in January and they failed to fulfill the whole order as the carekits that were ordered were not available to the delviery team.

Since then the kit has been chased numerous times and we have been told that they have been sent out twice! but still nothing was received.

A complaints was raised and it was not escaled to senior personnel in the complaints team as was requested. Finally after chasing for a third time and threatening to contact BBC Watchdog they agreed to refund the care kit cost and send out a care kit free of charge. At this point (2 days ago) all seemed well. Until today when we had a coffee spill. - No care kit to deal with it but at least the benefit of the Sofashield policy we paid for at time of order. However no documents had been recieved and trying to make a claim online there is no record of our details on the claim company's website.

No surprise there. A total let down by what we thought was a reputable company. Do not touch them with a barge pole. Their customer service leaves a lot to be desired.

Aimee was extremely professional & helpful, couldn’t fault the service she provided. This is why I am a repeat customer at sofology - excellent quality couches and excellent customer service. Well done Aimee 😊

Gemma was extremely helpful in my telephone ordering. Hopefully delivery experience will be as good

If there was zero that is what I’d put! Absolute waste of time. The stress seems never ending.

Firstly the store got my order wrong which I placed in summer now it’s December (6 weeks to delivery I was told) the three seater and footstool was ready the snuggle chair had to be reordered as that was the one they got wrong when uploading the order to the suppliers.

They were pains about doing this but I had proof of my order at first from my email. Was told it would all come together

Also purchased the one from store which they sent the wrong sofa and then swapped it. So that wasn’t a huge deal just annoying.

Lies after lies after lies about when my items would arrive. Told all coming together then they told me the day before they weren’t

Again date moved for the last item the snuggle chair and moved and moved and moved again. Told that I was getting an upgrade on the filling to speed things up…then told I wasn’t then told I was. Told I was getting a £200 gesture then wasn’t then was then wasn’t then was.

Told they would prioritise the delivery when it came in and would come in Xmas eve then told it wasn’t. Finally delivered today

Completely wrong sofa! I completely give up there’s been endless lies and not calling back and promise after promise. Just a complete mess! Been charged twice for things which after endless calls was sorted. The 3 seater back cushions are barely filled. I am pretty chilled but all this has tipped me over the edge. I can’t believe how awful this experience has been.

Seriously do not bother

Ordering online was very easy and delivery was booked well within the timescale predicted when I placed the order.
I spoke to an agent on the helpline who was very knowledgeable and made the process so easy

Very informative without taking too long. Patient, kind and friendly.

Melissa was very helpful and went out of her way to help me. Thank you so much 😊 x

I spoke to sue who was really helpful! Lovley women . And Carnt wait to receive my new sofa in time for Xmas

Barber was very helpful and knowledgeable

Excellent customer service couldn’t have asked for Better help, this made the sale for me because of the willingness to exceed expectations

We bought 5 matching items from Sofology. Delivered in July/August 4 items we have issues with. After we chased customer service they sent a person out to list what was faulty even though we reported it and their delivery guys took photos. A month later not heard a thing so called into shop where ordered the sofas. Manager chased we found out the guy they sent out hadn't listed all the faults and nothing had been done. It was then decided to send a homeserve person out. He came the day only to look at the misalignment issue. Screwed new holes in one of the sofas, still both sofas not fixed. Can the chief executive come back to us to sort out this disgusting way to treat customers?

They need to be banned from selling sofas and causing so many people distress with their poor quality and terrible customer service

Worst consumer experience ever. Just look on Facebook for hundreds of poor reviews. My sofa was delivered by a courier not packaged and wrapped and squeezed in a van. The sofa was damaged and the arm of the love seat had come away. The courier called the store and we were assured someone would call to come out and fix it. Three weeks later call after call and being on hold for an hour not getting through, plus an email exchange with Lucy who said she would resolve the issue. Again no action taken, I have sent 3 emails and had no response. Today I eventually got through to customers services through perseverance to be told I had to wait at least 3 weeks for an engineer to attend my home. The arm of the 3 seater sofa has also come away and we cannot sit on the sofa. I explained it will be 6 to 7 weeks after to resolve and the call handler said that's protocol. I explained as we purchased on the credit card we would call them for a charge back and he said that's up to me. I asked him why he wouldn't speak to a manager or someone more senior and he said I would get the same response as he has given me. We were also missing 3 cusions which will take 20 weeks to arrive. It's appalling service and although the reviews are good on here but check out Sofology reviews on Facebook, hundreds of complaints, hundreds of photo's of poor quality and after sales issues. I have given Sofology weeks to resolve the issues and we have been more than reasonable but when things go wrong they ignore you and hope it goes away. I have just called my credit card company and asked for a full refund by charging back which they have honoured and will pay an independent fitter to fix it. My advice before buying from Sofology is check out the reviews on social media platforms before buying

Horrendous customer service & my sofa looks like 3 separate sofas not 1. My complaint has been going on for 8 months. Sofology never follow up when they say if at all.
Wish I had never bought my sofa from them!!

Our 2 sofas are less than 3 years old & the leather on one of them, on one side, has worn through until it eventually split & now has a large hole. The other side is fine & so is the other sofa. It is clearly defective leather in that panel. Sofology claim they can only arrange a chargeable repair. I’ve explained the Consumer Rights Act & that it should last a reasonable time. They believe their “process” overrides that. They won’t even assess it to determine if the leather is defective.

Their finance agreements last longer than their sofas !!!

Really bad service. The after care is terrible. I would never recommend them to anyone.

We also intend to make a formal complaint against the Milton Keynes store for misleading & mis-selling of the insurance policy.

I recently received delivery of the two sofas I had purchased from Sofology at the Silverlink. I decided today to go back and purchase the matching armchair. I was shocked to be told the delivery charge
has been increased to £99.00.
This is absolutely appalling and I will no longer purchase or recommend this company to anyone. I do not know how they can justify this huge increase. Total rip off. My daughter loved my sofas so much, I had told her when she moves into her new house I would buy them from Sofology for her. No way not now. Back to good old faithful John Lewis.
Will no longer recommend this company.

Purchased a Torres 3 seater chaise electric recliner in January for April delivery. All straightforward and easy.

Sofa arrives on time , great! Head rest cushion crushed in and damaged, chaise leather all creased.

Called sofology and had an engineer out. Heat gun on the creases helped but still there. Head rest had to be replaced, (12 week wait)

During our 12 week wait the electric recliner takes on a mind of its own and starts reclining randomly ( great when you have a cup of boiling coffee in your hand) Called sofolgy and engineer comes again and replaces the motor.

4 weeks later the headrest arrives and engineer visits to fit it. The next day the chair starts reclining by itself randomly. Its now stuck fully reclined and wont budge, totally useless.

Called sofology once again and they offered a credit note to purchase a new sofa but as we have lost all faith and the sofa is not fit for purpose we requested a full refund. Two weeks later and 4 phone calls we are still waiting on a 'Manager' calling us.

After visiting the store to see if there were other options we now belive our sofa is not even the correct colour we originally ordered.

Next step is to contact the Ombudsman and then small claims court

Bought brand new leather recliner was…
Bought brand new leather recliner was sent emails saying all I have to do is relax stayed in waiting for product.it came leather scuffed packing all torn leather ground in dirty different colour dirty food staines and more.im more than dissapointed that your company has even sent this out and made me excited to think I was receiving a new couch in new condition I was completely let down by your services and unless a new couch can be delivered at same price I want a total refund delivery as this item should of never of been sent in this condition it is totally unnaceptable.also when I called to say that the brand new couch was damaged I was told brand new doesn't mean its brand new?it means it brand new to you?I have never heard anything like that ever?if it is sold as brand new it should be exactly that I was told a customer orderd it and cancelled the order.and It is in the warehouse ready to be sold and it is a brand new couch.it was not sold as used or ex display it was sold as new and it should of never been sent to a customers house for delivery dirty actually grounded in scuffed not packaged properly staines on leather food and other staines on couch and I would of never of purchased a product that isn't brand new meaning exactly that brand new