Sofology

We ordered a Canterbury corner sofa and cuddler chair in 2021, they arrived in July.
Within 3 months I noticed the sofa was "bobbling" and I did not expect this from furniture that cost £2600.
We then noticed that the sofa was sagging in the middle and was no-where near as firm as the one we had tried in the showroom. On further inspection, we found the cushion covers were badly stitched together and the inner cushions have a different name to the sofa. The seat cushion on the open corner of the sofa folds in half around anyone who sits on it - really embarrassing when you have visitors!
I opened a complaint to Sofology and they sent someone round to inspect the furniture. The man who came round was basically reading from a script and said it was all fine and to buy a debobbler or use a scalpel - A SCALPEL! - to remove the bobbles. It was all as if this was a known issue; if that was the case then why were we not advised of this at point of sale?
I was told there was nothing wrong with the base or the cushions and that the covers were stitched that way due to the thickness of the fabric.
I emailed Sofology twice to ask them to escalate the issue to management but the person picking up the emails immediately closed my case each time on the basis that the inspection was to their satisfaction.
I took the issue to the Furniture Ombudsman who, after a bit of chasing, eventually sent someone from Homeserve. This was basically a repeat of the Sofology inspection; reading from a script, no manufacturing fault, and wear and tear not considered.
And that's it, I'm on my own with furniture only 10 months old that looks like a dog's dinner.
Just to sum up:
The fabric looks like an £8 bargain shop sweatshirt which has been worn and washed 100 times.
The cushions have been stitched at the corners so badly they are lumpy and misshapen.
The sofa is called Canterbury, the inner cushions are called "Chloe" - these cushions do not properly fit the Canterbury, probably because they're left over from a previous sofa design.
The sofa sinks in the middle if you try to snuggle up to watch a film. We were told by the Sofology inspector that we had to sit on our own individual cushions as the sofa was not designed to support between the cushions. Sorry if you're a couple who like a cuddle, but you're expected to sit on this as if you're in a doctor's waiting room!
The cushions go out of shape all the time. You're apparently supposed to take them out of covers, beat them up and put them back in. Regularly. Because we all have time for that don't we? It doesn't actually make much difference anyway.
The footstool is wonky but if you "fluff" it up now and then, it's fine, apparently.
Have a look on Trust Pilot at reviews for The Furniture Ombudsman. You can see why we had no luck there.
If you're from Sofology, I'm not going to take this review down unless you're going to take my complaint seriously. I have all the emails to back up my review.
I hope this helps anyone who is considering parting with £1000s to Sofology.
My last sofa was from Harvey's, cost £1400, and left my house after 4 years in the same condition it arrived (sold due to house move). I would have bought from them again but sadly they no longer exist.

Would give -10 if I could. Ordered sofa, got told we would have to wait about 6 weeks due to supply situation which was fine as really liked sofa then when delivery time came it was wrong colour sofa they were trying to deliver, when that was apparently sorted it then got delivered to wrong delivery depot so more time goes by then when up for delivery again I asked for sofa to be dismantled and put back together in house so they sent the sofa with about three bolts to put it back together with so had to go back then when out for delivery again bearing in mind I spoke to them before this delivery please make sure it has everything with it this time it then arrives without the main leg , and due to design of sofa couldn’t be put up so had to go back again! When I spoke to them that day bearing in mind I have now taken Two days off work for them to deliver this sofa the answers they give you are hilarious: Apparently the depot manager had everything checked 3 times and personally had delivery guy the parts to put sofa together again so basically trying to blame delivery guy for their depots total incompetence, to be honest the delivery guy is the only one out of any of them that had any brain cells and had twice come miles to deliver and put together a sofa the idiots clearly hadn’t checked properly, I called so many times waiting to speak to someone sometimes up to 25 minutes, the latest rubbish they are now coming out with is our sofa is with the inspection team , this has now been the excuse for over 2 weeks, each time someone says they will call you back , they never do , the hilarious inspection team , who clearly are not capable of inspecting anything , still apparently have our sofa , and now the excuse I got told today was there was a note saying that apparently I wanted to cancel the sofa so that is why it’s not out to be delivered to us and apparently it will be sorted by next Friday, which is Jubilee holiday, so bearing in Mind the brilliant inspection team apparently don’t work weekends, do you really think they will want to tax their amazing inspection talents on a public holiday 😂This company has the worst ever customer service I have EVER dealt with ever , the depot manager is totally incompetent, I have told everyone I can never to get a sofa from them , they are an absolute joke , we have had 30 houses built down the road from us whilst waiting for our one sofa to get to us , 4 year old children could do a better job than these lot , and as for the alleged inspection team, let’s just thank the lord that they are only just inspecting sofas , be that incredibly badly, and not something dangerous!!

Bought sofa with in 3days colour of leather came off got sofa changed wait 12weeks new sofa came with in a week sofa cushions collapsed and leather came off phoned every day 3hours trying to get threw there sent tec with new cushions had to wait 8months for new leather only for there tec to cut new leather so I had not only waited 8months but the first time someone sat on sofa it collapsed we demanded our money back asked if we could keep a chair till we could get a new sofa there said no I explained I am serious I’ll there were not bothered we ended up going to barker and stone house not only did there give us a discount but let us borrow a sofa till our new one came only one regret I should have went to barker and stone house first we’re staff are polite not like sofology when you have a problem terrible terrible service

Ordered a table lamp in store towards end of March, was told it would be 3/4 weeks. Heard nothing after 7 weeks so rang, eventually spoke to someone who said they would send e-mail to depot and ring back. Didn't ring back. Rang 2 days later & spoke to someone else who said they would personally deal with it and ring me back - didn't ring back. On the third attempt I was told it had "disappeared", no record of it and they no longer sell that lamp, I asked why I couldn't be told that in the shop and she said you could still order it then, I asked if I went into one of the Sofology shops if I could get the lamp as on display in there. I was told that it was not possible I'd have to wait until it was in the clearance sale ??? Why??? If I had so much trouble with a table lamp, I pity anyone who orders a sofa etc. On the plus side I did get my money back quickly. Would not recommend.

Bought a suite in good faith but had nothing but issues with the recliner had the technician visit confirmed there was a fault ordered a new part which was fitted after waiting 5-6 weeks.
After a few weeks later the same fault appeared, again technician came out same outcome but this time we are still waiting and it has now been 13 weeks and to cap it all the technician said this on this visit it was their mistake originally as the suite was not installed or set up correctly when first delivered I have tried contacting them through the normal channels sent photos with no response whatsoever total disgrace from the company and will never have my custom again... This will be taken further!!!!

Sofa delivered faulty. Standard of finish terrible, cushions/padding almost non existent. Service rectification team never called as promised. Went back to showroom to show photos of sagging leather after 10 days of owning the sofas. Staff advised us to reject as faulty. The showroom model was perfect, comfy, looked very classy. That’s why we ordered. Showroom staff unable to help and advised us to deal direct with customer services. Not one phone call returned. No solution offered to substandard products. Quite frankly shocked at this companies lack of communication. Would definitely not recommend spending a single penny with this company. Showroom demonstration models are beautiful and ooze quality and comfort, what we received is cheap and tacky. Very disappointed but appalled at lack of customer service.

Please note there is a common thread here; the sales people are very good at their job . You will want to buy a sofa from them . Once you have paid for your sofa is when the debacle starts. It probably won't be delivered. Mine never was . They will keep trying to arrange a new delivery date but will not guarantee it will be delivered on that date as it probably won't. You will arrange your home life around this delivery which never materialises. Customer service staff will tell you the driver is an hour away from you when your sofa is still in the warehouse. The driver won't ring you to explain your delivery isn't going to happen because he doesn't want you to know that. If you ring to ask where it is no one will answer the phone . It will stay ringing until closing then automatically cut you off. If you write to ask for an explanation your letter won't be aknowledged. You certainly won't get an answer.
You won't have anything to sit on as you will have disposed of your sofa to make room for the new one which never arrives.
I sincerely wish I had read all the reviews that people have put on these review sites before I ordered my sofa then I would not have been sucked in to the sales patter.
People don't say things like this about a sofa company lightly or out of spite. It's genuinely to warn other innocent people who want to spend their hard earned cash on a decent comfortable sofa and are cuckolded and treated like dirt by a company who don't deserve any backing from the public.

Would have chosen zero stars if I could, terrible customer service and a company that have no clue what they are doing.
Placed the order for the sofas in the second week of March, just arrived today. Ordered a rug at the same time, to then be told that it will not be shipped with the sofas. Surely common sense would have kicked in to ship this immediately after placing the order, oh know that would be too easy, they ship that once the sofa is delivered, so I am now going to have to wait another 4 weeks.....for a rug...really!
Customer service is none existent and after being promised a morning delivery from their 'delivery experts'...in a black, shiny Sofology lorry...2 hours late and arrive in a unbranded & battered Citroen van.
Be mindful of the 'Delivery Team' based in Scotland, full of people that promise the earth and deliver nothing. Promised call backs, then nothing, and when you raise something mildly awkward, they roll out "well we are just the delivery team, once we have scheduled it there is nothing we can do" - nice work guys!!!!!
BUY YOUR SOFA FROM SOMEWHERE ELSE - YOU HAVE BEEN WARNED!

We ordered a corner sofa and an armchair from Sofology. The customer service was, (and continues to be) fantastic. However, do not expect a shiny Sofology truck to turn up at your front door and deliver your furniture. Sofology are currently using contractors to deliver. Our corner sofa was damaged during delivery which necessitated a technician visit to remedy. The chair was so badly we damaged we received a replacement which was even worse. The third chair was so badly damaged it didn't even make it off the lorry. Broken stitching, gouges in the velvet, a poorly shaped cushion and loose fabric were among the problems in all of the chairs. The furniture in the back of the lorry destined for other customers was so badly piled up, it looked looked a bad game of Tetris. At the end of the day, you have to ask yourself the question, 'Would I buy from Sofology again?'. That would be a resounding no.

Disgusting attitude towards its customers. They don't/refuse to answer the phone. I have typically been held in a call wait queue for over an hour and when it gets down to 15 min wait time it changes again to 40 min wait. Their phone line is a joke. They don't give a damn about wasting their customers time. The sofa arrived marked, loose stitching in some places, the material not pulled taut (tight), the feet were uneven so it was not sitting correctly on the floor. They charge £70-£80 for their premium gliders, which are just a bit of plastic, which you can get online for a tenth of the price (and better). AVOID SOFOLOGY - based on my personal experience.

This has to be the worst customer service I have ever experienced, which had led to take the time to leave my review.
Sofology took payment for the sofa and foot stool in January which was a part cash payment and a voucher from our insurance company. In April I received a text to say that the sofa and footstool could be delivered on Saturday 18th April 2022. This was great until they requested a balance payment. I explained that there was no balance due however delivery was declined on this basis. I was then sent further e-mails and texts the following day stating that delivery was available. I contact Sofology again only to be told the same information despite being told that they would ensure accounts would deal with the mistake the previous day.
After further phone calls to Sofology I was informed that delivery would take place on 18th April and that this had been confirmed with the depot however a delivery time could not be specified and would be at some point throughout the day. I arranged to take the day off work to ensure that the delivery could be received. At 4.30pm no one had arrived, I contacted Sofology only to be informed that the delivery had not been booked in. I explained that I would be on holiday now and would not be able to take delivery until today 25th April 2022 and received a text to confirm the booking.
On Tuesday 19th April part way down the M5 I received a call to say that the delivery driver was 1.5hrs away from arriving at our property. This caused a great deal of stress to what should have been the start of a relaxing holiday. I had to arrange for a family member to be present at our property to received the order. Over the coming days I have received numerous texts stating delivery will take place on 25th April despite the order already being delivered. It is clear that there little or no communication between departments and that customer service is not a key factor in the way that Sofology run their business. Personally I would avoid at all costs and look at their reviews on line which reflect my experience.

Ordered two sofas and coffee table from their Orpington Branch 12.4.22. Discovered after few days they were selling the coffee table at considerably more than other retailers. After an extremely frustrating time actually to get through to their customer services spoke to a female who declined to bring the price down to anywhere near others but she agreed to a full refund. Yesterday was able to purchase the same table for £200 less. I was told that order for the coffee table would be cancelled. The same evening received message from Parcel Force that the order would be delivered next day. Had to stay in to refuse delivery and ensure it wasn’t left with a neighbour. Only the top part arrived which I refused to accept. Have received another message from Parcel Force to the effect that the remaining part is in transit so I will have to remain indoors again. The ridiculous thing is that Sofology have several of the same tables on offer on their website for exactly the same as the new price we have paid. Why on earth could the female I spoke to not research this. To make matters worse one the sofas we ordered is now £500 less on their website. I doubt if they will now reduce their price to us but this is all very frustrating. It takes about an hour to actually speak to someone on the phone . The waiting time actually increases not including the long periods when you are actually cut off at their end. I now fully believe all of the many poor reviews I have read.

Please be warned - the majority of positive reviews are for IN STORE experiences. My experience was very positive with staff in store. However, after two failed deliveries and my sofa going 'missing' I eventually cancelled my order. Customer Service after ordering is shocking, taking no accountability and effectively providing false information. Please see Facebook Groups of Sofology Angry Customers for a true representation of customer experience post ordering.
I wasted 6 weeks calling Sofology every single day as they never updated me and never got in contact when they said they would. Please Please save yourself time, money and effort - Avoid at all costs.

Ordered a beautiful looking £4,000+ leather sofa from sofology 7/11/21 - however what was delivered 8/3/22 was nothing like the showroom model and honestly looked like a sofa that you wanted to get rid of! The leather was loose and rippled and looked like there were sunken bottom marks across every seat. We rejected the sofa within 48 hours of delivery however we had to wait for Sofology’s technician to provide a report before they could do anything further. The technician reported “no manufacturing defects, leather within acceptable tolerance, sofa exactly as it should be and sofology have no liability for any issues”. This is where we are at complete and utter loggerheads. The sofa we received is nothing like the one we ordered and sofology will take absolutely no responsibility or even accept there is a problem with the sofa they supplied. We initially wanted a replacement sofa however given that they confirmed our sofa is exactly as it should be - we had no option but to request a refund. It is crystal clear that sofology advertise lovely looking sofa’s in their showrooms however what they supply is something quite different and they consider this acceptable. We are now taking sofology to trading standards. However this battle has only just began. The stress this is causing us is unbelievable. We have had a complete nightmare from start to finish in rejecting this sofa and we are now left without any sofa whatsoever and waiting for a refund. There is a very good reason that sofology do not allow you to review a sofa on their website. All you need to do is Google search “sofology angry customers -Facebook” - as this will give you a better understanding of the thousands of problems that sofology customers experience.

Absolutely shocked with the service we have received from this company.
We ordered a sofa and love seat in mid January. The clerk advised us they had the sofa in the clearance section, which was a great help, we got a good saving. We then ordered the matching love seat. However, when the love seat has been delivered it has a trim on the arms which the sofa doesn't have and we said at the time of ordering we wanted it matching. Meaning wooden legs, cushion back and no trim on the arms.
Pointed it out to the delivery driver who said someone would be in touch within 48 hours. No one got in touch.
Rang customer services who said they couldn't do anything and had to come in to store. So go in to store, speak to the clerk who originally served us who says nothing he can do have to ring customer services. He rings them as we tell him customer services said to come in to the store.
Half an hour in the clerk is at the end of his shift so leaves putting my husband on the phone to customer services. We are there for another half an hour to be told we have to pay a 20% restock charge even though they admit it's probably part the clerk's fault putting the order through wrong.
The chair they delivered has a flat arm on one end, which is emphasised by the trim and which my husband has already emailed photos of to customer services. So even if it was the correct order the seat is faulty.
We are then told someone will ring us tomorrow about the fault, think it was the end of his shift too.
We were in store for an hour and no further forward.
We would just like a seat to match the sofa we ordered.
Very different attitude from when we were placing a three thousand pound order with them.
The footstool is nice and we also ordered another chair which is fine.
For a huge company like this I am shocked they are wanting to us to pay 20%. That must be nothing to them, especially when it's due to a human error on both parts (why would we login to check an order we sat through? And why would we order an un-matching seat?!)
I'm 36 weeks pregnant so waiting in store for an hour wasn't ideal as well as dealing with the stress of this.
No one in store even asked if all okay when returned phone!
Very disappointed and won't be using sofology again. Only hoping someone will actually ring tomorrow and help us resolve the issue.

Purchased a Sofa, Delivery Guys couldn't get it in my Livingroom despite them managing to get it in my House and now charging an absolute fortune for me to replace and even more if I want my money back and I wasn't told this at time of purchase instore! Ibwas told they would send it back to depot to modify which then I had to call days later(yet again, they never kept up communication) to say they couldn't do this anymore. This was my Mum's money she gave me before she died last yr and I am sat with nothing and now I have to pay to exchange or money back. I told instore I was on the spectrum too and that they need to tell me what I need to know about the purchase. They didn't tell me about charges nor told me the Sofa dosn't break down, (I didn't know that) but they told customer service they did, I have a witness too as I need someone with me incase I don't undeestand what is bei g said

ality
£3500 sofa. Just I year on and Moreno sofa already sagging. Told we are not sitting properly on It and we could pay to get new inserts etc. a joke. Will be pushing all the way and twitter/Facebook/all social media platforms I will be advising not to buy from this company. The customer service person was a disgrace and just said it’s your fault the seat sagging. a joke. Who is the head of customer service - they should sort this out. The service girl carol said she was closing complaint and email said resolved. How can it be resolved if customer issue has not been dealt with. Asked to escalate and have manager call and she just closes complaint saying they will just say the same. Told us to go to ombudsman.

We ordered a sofa from the Doncaster store I think in 2019 and the sales team were great (of course as they always are) the delivery team we’re great and fitted it quickly and professionally but unfortunately only a short months after sitting on it it started to go extremely flat despite us plumping it’s every night before bed.
Now it is completely flat and we are still paying for it!! I contacted the company and they were absolutely atrocious.
Kept sending emails saying this case is now closed yet I hadn’t spoken to anyone.
When I finally did get in touch with someone they told me to pay to replace the parts… so basically the whole sofa then?
DO NOT BUY FROM THIS COMPANY!

Please don't buy from this company. It's an absolute shambles and i should have listened to others before i purchased furniture from them! I ordered the midsummer sofa and footstool last May and was told it would take 13 weeks. This time then got delayed 4 times and i didn't receive it until December. Every time i called customer services i waited 3 hours and some to be able to speak to someone! Once you get to the 3 hour point on hold, the phone then cuts you off and you have start all over again. My delivery was FINALLY booked in and the delivery guys were nice enough although they did chip my wooden floor. The sofa was exactly what i ordered, the footstool however was made in completely the wrong colour and material so not only have i waited 7 months for it, it was wrong! They left the footstool there and told me to contact customer services and arrange for it to be collected and have the right one delivered. Another few hours sitting on hold to get through to them, they advised me that they would come and collect it in a couple of days. i took a day off from work when the collection was booked and NOBODY turned up! They then apologised and booked in another collection for which i had to take ANOTHER day off from work! They collected the footstool and customer services advised me that if i wanted the correct one, i would have to wait another 7 months. i told them i wanted a refund instead. They said that because i paid a big deposit, they would be able to refund the full £500 into my bank so that i could go and buy another footstool. This again, didn't happen as they took it off my finance. They are an APPALLING company! It went wrong through every step of the way and you couldn't pay me enough to deal with them again! AVOID!

Corporate bullying. Misleading. Mis-selling of products and poor sales practices.
My parents ordered a sofa "made to order" and paid in full without finance.
Their delivery was scheduled for the 16th February 2022, but failed to arrive. No notifications/emails/updates were made to let them know why it did not arrive as per scheduled, which already goes against their own "Delays and Prolonged Delays" section on their terms and conditions.
My parents continually tried to contact via phone to see what was happening and shortly realised the best option was to cancel the order as it was early March (almost 3 weeks later) and still no sofa.
Now my mother tried to cancel this order over the phone and was told a 30% charge would be applied = £1046. This obviously would put anybody off canceling their order.
However here are some things to consider:
1. The contract says the 30% charge is applied for cancelling if you cancel within 14 days of a scheduled delivery.
2. This clause in the contract was never stipulated nor mentioned when my parents purchased the sofa.
3. The contract also says that any delays will be notified to the customer.
My parents made this purchase in-store, and was not given the chance to read any terms and conditions.
This is poor sales practice and complete mis-selling of products, as the 30% charge acts as an insurance for Sofology, and therefore should always be made aware to customers.
*As the scheduled delivery was for 16th February, if my parents were to cancel on or after the 2nd February (within 14 days) then the 30% charge applies, accordingly.
HOWEVER, it is now March, and Sofology has completely failed to deliver, it has been 14 days AFTER scheduled delivery with no updates, no notifications, and no reason.
Additionally, according to their delays terms, a £50 reduction is due.
In light of this, my parents should be given a complete refund, and not bullied into accepting another delivery date, to be again, disappointed.
IF it does not arrive by this Thursday, you can expect further complaints, and another request for a refund.