Sofology - Support Centre レビュー 242

Shocking customer service, sofa delayed by months, took two weeks to arrange delivery for no apparent reason once in warehouse. Then was told chair is missing, still waiting on whereabouts of chair for last 12 days.Know one seems interested in the slightest in communicating, absolutely shocking company.

Night 5 without a Sofa!! Delivery due today (arranged 2 days ago). Got text our 4 hour slot yesterday of 2.15-6.15pm. Got to half 6 today with no contact AT ALL so I rung them. Driver fell ill- managed 5/14 deliveries today and we were no 13. Have to wait for it to be checked back in the depot before we can arrange a redelivery now which is likely to be some point next week so at least another 5 days without a sofa!! Re-arranged and swapped my whole working week around for nothing and I have had to chase and contact them for an update as no-one bothered to inform me! Will be making a complaint when the woman from customer rings me back tomorrow morning to book a new delivery date. NOT IMPRESSED.

Sofa entirely useable and no empathy from customer service.

For context we have a newborn baby and had ordered two brand new sofas late last year.

The sofa we have issues with is the shoreditch grand split with fibre inserts. We ordered a long sofa to have a family feel. At point of ordering we had sat on the sofa in store and it was comfy. Importantly I was not made aware of a foam insert at the point of ordering and the potential difference in comfort/ function.

On arrival Cosmetically it looks good but it’s completely dysfunctional.The seat cushions provide 0 support and collapse on every use.

After emailing my concerns and issues I was advised to perform manoeuvres to maintain the cushions and was assured this would fix the problem ( although clearly stating I was already doing this ) Unsuprisingly the cushions continue to be constantly mishappen.

I suggested a fix could be supplying us foam inserts.

I got a reply saying this would not be possibly ( despite the sofa cushions being available with foam inserts )

It has got so bad my wife has been crying due to back pain. I have had to buy a new recliner and now managed to order custom foam inserts which provide much better support. ( from an external company )

This obviously has come at both financial an emotional expense for me and my family.

I am extremely dissappointed with the service and quality of product I have received. It’s not acceptable for the price of the product.

This could simply be a design flaw, as the sofa is particularly long and the soft cushions rest on essentially unsupported soft base.

I don’t believe me as the individual paying customer should suffer the consequences of this.

I am extremely disappointed.

NEED TO SEE GOOD REVIEWS ON DELIVERY
Please can I have any positive delivery and quality reviews as just having paid £4500 on new sofa and chairs I am now worried after reading so many horror stories about delivery. Wondering whether to cancel and go elsewhere. Instore sales staff were excellent.

Still waiting for our third replacement sofa, as the previous two were faulty and the wrong colour. An arrangement was made through customer service to replace for the third time and was told 22 April 2022. Made so many calls , emailed the Thurrock store and people say they are going to chase up and call back, noone ever does. This is already a complaint and it just gets worse !! Just got off the phone again to be told there is a problem with the supplier, before that it was all blamed on Covid !!....We are now in May 2022 and nobody in customer service know when we are due this bloody delivery. Absolutely unbelievable service. If you cannot provide a replacement then just give me my money back!!!

I wanted a sofa/settee quickly so I started with the reduced ones that were in stock. Sadly I couldn’t find a way on the website to find out descriptions or measurements etc so I gave up. Make it easier from the photo so that when the new (below) pop-up opens there is more info.

What a very cheerful and helpful lady Gemma was,she really made sure I had all the information I needed.there should be lots more like her.

great to order.

extremely poor service thereafter.
i cant believe how bad these people can be.

i ordered sofas in beginning of feb.
They cannot send me a swatch of the material and its April.
repeatedly sent me empty boxes
Now they have told me they have no swatches of this range.

totally totally useless.

Ordered my new furniture for delivey in February. Finally turns up in March but they had lost part of the order. Told them wanted it all delivered at the same time. 7 phone calls from different people and offered £50 good will for all the messing about, ridiculous service and misinformation. Cancelled the order today and will take my custom elsewhere. Customer service treat you like you are an inconvenience for questioning their mistakes. Will never shop with them again, rather sit on the floor.

Your staff a rude and awful to deal with

I have never been spoken down to so much in my life by “superior men”

My sofa finally arrived Sunday with the footstool and sofa legs a completely different colour but apparently that’s “how it is” absolutely shocking after spending over £1000 and receiving legs on a stool that aren’t even an option online.

Can a manager please contact me and sort this out I have had enough of speaking to people who can’t help me or are just plain rude

Sofology Stockport.Brilliant service and advice.
Paris was great at explaining all about the products we were interested in. We made our purchase of 3 piece suite and we were so happy. Thank you Paris and all the staff for your help

I’d give no stars if an option. My sofa was meant to be delivered and in 5 days I have spoken to a Vanessa and Patrick who told me that they would sort out and call me back and never did. A guy called Daniel then hung up on me. Called back and whoever answered the phone did not speak and hung up. Currently on hold again. The stress of this has been crazy and it’s so expensive. My shopping experience in the Brent Cross store was great but this has ruined it. If I could do it all over again I wouldn’t have bought from here.
Shaun Cook sort your customer service out!! The worst experience I’ve ever had

Amazing service from Jamie . So excited to receive my lovely sparkly footstool . Thankyou again :)

I was talking to Victoria and she was absolutely amazing and so helpful.
Furthermore it was an absolute pleasure dealing with her.

Kind regards

Malcolm Stuart

Very bad service do not buy of this company. After care and customer services are so atrocious and lie to you. Cannot get to speak to a manager. Sofa never came only one part of it and still don’t know when it’s coming.

My second order in just over 3months where the price has gone up by 20%
in that time due to there chairs and sofas made in China where presumably
the shipping increases reflect the huge increase.
The chairs and sofas appear well made but the after service poor as paid
£39 for care kit and £223 for Sofacare and 1 month after delivery have received no details of guarantee for sofacare and no care kit.
You have to keep ringing there customer services department to chase them which you should not have to do !!!!!!

Wouldn’t touch them with a barge pole. Absolutely incompetent people . Lost a £3000 sofa and don’t seem to care where it is. Passed from pillar to post eventually told to reorder or get a refund. Customer service non existent. Waited 4 month for nothing.

Have not taken delivery of the sofa yet, so can’t comment on that. The process for ordering on the telephone was very efficient & well explained at each stage by the sales lady, who was also extremely friendly & pleasant.

Don't be fooled into the reviews that are placed after you made your order! The order process is good, at which point you are asked to leave a review on trust pilot...

I am leaving my review after finally taking delivery and speaking to the complaints team and my overall advice would be... AVOID!

In summary, I was pushed with 3-4 months of extra delays, probably would have been longer if I wasn't on the ball... I had to constantly chase them in order to book the final delivery, customer services fobbed me off 3 times and took a week to arrange delivery dispute it being ready...

Booked the afternoon off work to take delivery (as I was given a PM slot). Delivery men turned up at my house at 10am and had to cancel my morning of work...

Sofa is damaged so I know have to go through the process of getting that fixed. The entire process has been a nightmare...

And after all that, they offer a £100 gesture of good will.... Considering £50 is standard for a 7 day delay according to their terms and conditions, an additional £50 for 3/4 months delay, loosing a days work, having to constantly chase is an absolute joke. They had a chance to refund me a fair and appropriate amount to compensate me for my time but didn't, they clearly think it's acceptable for the customer to jump through many hoops to get their order...

There are still ongoing issues, as I now have to wait for someone to come out and repair the sofa...

Never again, AVOID!

Please don't buy .The quality of the furniture great that's we're it ends.I am still waiting for a delivery from October .The customer service is non existent.And whatever you do don't but the leather cleaning kit still waiting for that as well.