Sofology - Support Centre Anmeldelser 237

Awful customer service. Avoid avoid avoid. Told I should have read t&c ONLINE before we went shopping. Totally mislead by the store staff. Placed order in shop but asked for samples to check colour in our home as shop light very different. Told samples told be 5 days to arrive. Leave shop. Get email saying 48 hrs to make changes. Email immediately to query about samples and 48 hrs and have to chase a response so wasted 24 hours . Ok I’ll cancel order and replace and wait for samples. Can’t cancel as no cancellation policy as stated online t&c. Who goes online before entering a shop to read t&c? But apparently they want you to read t&c before you go in shop. Staff just sell and tell you nothing. Be very aware of what you get told (or in our case don’t get told).

Bought a leather suite in 2017. Yep a lifetime ago by many measures but a lifetime warranty kind of assured me when I bought it that the furniture would last.
3/2/1 configuration - both sofas have developed severe sag so I called someone out and despite the fact that your bottom nearly touches the ground, they blamed the seat cushions, not the webbing.
Beware that a lifetime warranty is meaningless with this company.

For comparison 2 previous suites made by Thomas Lloyd lasted well over 20 years, including my family growing up.

Hi , any one out there had a damaged leather black corner sofa with right end chair bent at back not lining up properly and gone back to the sofology chester shop?,
Becouse this black leather corner sofa i've received has obviously been delivered to someone else before me been refused because of the damage and been returned , this sofa has definitely been in someone else's home,
The after service is absolutely terrible,
I'm not getting offered another sofa to replace it as you'd expect, im so disappointed and expected better from sofology, and now getting legal advice.
If you think that you have received this sofa before me please let me know.
Thanks.

Bought a new sofa in October. Finally got delivered on 11th January. Following delivery got a phone call from the driver to say they had forgotten to attach the console unit as it was at the back of the van. The driver returned to add the missing piece.
A few days later I noticed the sofa was bowing in the middle. On close inspection I noticed there was a leg missing. I contacted Sofology. After a very long wait on hold I spoke to a gentleman who apologized and said they would arrange for a leg to be sent out. I received an email from Sofology to say this would take 9 weeks. A few days later I noticed there was more than one leg missing. Very difficult to see as very dark under the sofa.
I contacted Sofology to explain this. I also uploaded photos as requested. On closer inspection the recliner was tipping to one side. I explained to the gentleman on the phone that there was at least 2 center legs missing and the the frame was misaligned. I asked could an engineer visit the house to inspect the sofa. After a lot of time on hold I was given a date for an engineer to visit. I waited in all day but no one arrived. I rang Sofology at 15:30 only to be told no one was booked in to visit. That phone call took me 1hr 20 minutes.
I was informed on the phone that the legs were stocked in the warehouse but the recliner mechanism would take a further 9 weeks to be delivered.
I paid over £4,500 for this sofa and it feels tarnished with all the problems. I have now decided I no longer want it and have asked Sofology to collect it and requested a full refund as the sofa is not fit for purpose and cannot be used in it's current condition. Again no response to my email and again I have contacted Sofology only to be fobbed off by each department. I keep getting told I'm through to the wrong department and given a different number again and again.

Ordered a sofa and told 3 months for delivery. Ok so far that’s what most companies say -
Sofa arrived and there was discolouring to the bottom sides and back looked like it had been splashed with paint but was a discolouration in the leather

This was taken away and a replacement ordered and again a 3 month wait - except they didn’t order it - only by chance did I call and find this out - replacement finally ordered

Another 3 month wait and replacement arrived - this was also faulty - lost below of faults

Discolouration of leather bottom sides and back of sofa

Large gouge in side of sofa

Bottom of sofa ripped

Arm of left side of sofa smaller than right side

Rough almost suede effect on rear of sofa

Stitching on sofa all over either coming undone or about to - I would give sofa about 2 months before it would fall apart

Delivery drivers caught sofa against side of vehicle and proceeded to drag it against the vehicle

All in all a complete disgrace 6 months and no sofa - if I decided to j have another go with a replacement guess what another 3 months - cancelled
Save the grief Ann’s go else where
Told them I would post pictures and leave a review totally not bothered

Bought a sofa from this scam company never arrived on date, came damaged when it came the sofa was ripped and damaged legs. Called the company had to wait for ages, never could get through. FINALLY WHEN I DID ADVISED TO EMAIL Them pictures. They stated engineer would come out, no engineer ever came. The sofa have now broke coating us in access of £5000. Do not ever buy from this scam company.

Do not believe what these people tell you. They will tell you anything to get a sale, then when it all goes wrong they will refuse to rectify problems. I brought a corner unit then soon afterwards I decided to add a single armless unit. I was assured that the colour and grain of the leather may be different but otherwise there would be no problem. This was not true. Colour and leather were a great match but the units and seams do not line up. Customer services refused to consider a refund or return or exchange. I have just received a very abrupt response from Sofology who still refuse to consider an exchange or to rectify this issue. I have now taken a few photos which I want to put on Trust pilot but am unsure how to do it, but rest assured I will not be dropping this matter until it is resolved.

What could they do to improve...don't sell sofas would be the only way they could improve.

AVOID AVOID AVOID!

After 15 years, we purchased a new sofa from them. They pushed for delivery, even offered £100 if we took early delivery. We agreed, only to be phoned by the delivery driver on the day of delivery to be told the sofa hadn't actually been loaded on to the lorry.

No phonecall from sofology, we had to call them. They had no idea what we were talking about.

After finally booking a new date the sofa turned...well half a sofa turned up, with stickers all over it saying failed delivery!

Everytime we phone/email we speak to a different person, managers have more meetings than hours in a day and there is no trace of the rest of our sofa.

We are now stuck with half a sofa with no backs and a scary amount of money out of pocket.

My belief is they take our money to pay big name actors but can't actually sell sofas.

Please don't bother walking through the doors just to sucked in by the smooth talking salesman.

I received my sofa after 11 weeks and it arrived faulty - severe creasing and a loud banging noise when I use the recliner. Evidence had been sent to sofology. I didn't receive a response to my email so I chased up on the phone. When I explained the issues to the complaints team, she (Liz) said we were "going around in circles" and I was "tiresome", when I was simply saying I disagreed with her summation that it isn't sofology's issue if the creases occured in transit and asked for the same to be documented. She then put the phone down on me! Fortunately my daughter is a lawyer so I have been advised of my rights under the Consumer Rights Act but Liz was rude, unhelpful and only seemed to be interested in denying responsibility. Shocking customer experience and substandard quality.

I will place another 1 star review as you have failed to respond with our request. Your managers seem to be hiding behind your support team and not liaising with the customer does NOT bode well.
I have responded in an email as below; To date you have ignored my request for a manager to contact us and discuss the fault and the service to date.
You were given more than one telephone number and you continue to try and call without trying the other numbers.You have not tried calling 2 of our numbers as no messages or calls from your number have arrived.
We have decided you need to order a brand new 2 seater sofa and replace this one that has faulted leather. Please therefore arrange the order. Once the sofa is ready for delivery you can remove the damaged sofa and replace with the new.
If you still require access to view the damage even though we have provided pictures then please call us however, you will NOT be allowed to try and repair or alter the appearance of the sofa as effectively this would be to repair damage and we do not wish to own a sofa that has been repaired.

We have tried to call you back twice and both times your option 2 disconnects our call!!

We await your call and response to this email where we still await a manager.
+++++++++++++++++++++++++++++++++++++
I will continue with my understanding as to your companies level of support. Our £5k purchase arrived damaged yet you response states, "With regards to your enquiry, we can look to send one of our service managers out to your property to have a look at the issue reported and any potential underlying issues.
However I do need to make you aware that if the service manager reports that there are no manufacturing defects and that the issue reported is purely down to general wear and dressing then we would not look to progress this issue any further".
Really? Wear and Tear? What a joke. As I reported the problem on day 1 you cam provide a full refund including delivery.

Very helpful staff when I called to order my sofa....easy and satisfactory system

Thanks so much Josh for your excellent customer service i really appreciate

Following my previous 5 star review after ordering our sofa in store, it all went downhill from there.
Delivery day, they built our corner sofa backwards claiming it was the only way possible. (Luckily our security cameras recorded everything including their long debate about where to drill the holes for the feet)!! After they left we took it to pieces & built it the right way round but the result was shocking.
Many emails containing photos & long winded ‘on hold’ calls chasing a way to fix all the faults isn’t something I expected having to do following purchasing a £6000 sofa!

The person who helped me order my sofas made the whole process easy. She was friendly and very helpful. Amazing customer service.

Joshua was very helpful on the online chat and i brought a sofa because of him keep up the great work

Excellent customer service. Obtaining one of the requested samples a problem but otherwise all good, able to talk to real people!
Visited Cardiff store all very helpful.

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