Sofology - Support Centre Opiniões 238

Do Not Buy a Sofa from here!

I purchased my sofa on the 30th of May 2021 and was told we could delay delivery until September. The sofa was paid in full as soon as I was notified the amount was due. I then went to book my delivery slot when I was notified to do so and when I logged into the mysofology it came up with an error and it said to phone the customer service. An hour and a half later I was through to them to be told I would receive a phone call back later that day to inform me of my delivery date. I never received a phone call back and having waited an hour and a half I was very reluctant to phone again. I decided to go In to the store and was told my sofas were at the warehouse in Edinburgh and I should wait a few weeks and someone would again phone me with a delivery date which again never happened. So another phone call which this time took 2 hours 30 mins to get through to again be told they would look into and a phone me back. The customer service I have received has been shocking. The lines on communication between store, warehouse and customer service department is also shocking. Again I went back into store where they told me there wasn’t much they could do as they have the same phone number for customer service as I do. Beth from the customer service has been the only helpful person I have spoken to and it’s all been through online chat but unfortunately I was again told my sofa was at the warehouse in Edinburgh and then it changed again and it was no where to be seen!! I am now waiting for a refund which has still not appeared and was told I would received it within 5 days. I would stay as far away from sofology as possible.

Sue Sweeney was great in all respects.Prior to the call we had a couple of reservations regarding the seating arrangements for 4 people.Sue suggested a footstool which converts into a chair.Problem solved.
Thank you so much Sue.

Two sofas purchased 2019 and within 2 years top layer of leather started to peel. Went back to store who wanted nothing to do with and put us into customer service. This was back in May this year and we received our replacement over the weekend. However our replacement is faulty and made in China! Having dealt with customer service over the last few months I can honestly say I am not looking forward to dealing with them again. There is no customer service, they rarely answer emails and when they do they give incorrect information. As for trying to get through you are always at least 56 in the queue and have an average wait if 3 hours and that’s if you don’t get cut off. When you do manage to speak to someone they are very rarely able to answer your query. This has to be the worst company I have ever dealt with and if it was possible to give a minus score I would do so

AVOID - DREADFUL CUSTOMER SERVICE

They should spend more money on staff to answer calls to customers and less on fancy celebrities to advertise on TV. This company is ridiculous and Adam Smith, Head of Customer Services needs his P45 handing to him, even the CEO doesn't react to emails when you cc him. Great service in store, forget all about it when they have your money, you're screwed and you mean nothing to them! Why on earth isn't anyone from their management team reading the constant stream of terrible reviews!

I have spent almost 4K on furniture which has not been received 6 months later. Ordered in May with a 14 week lead time. 2 delays via email, no courtesy call. Delivery day was 26/11/21, my existing furniture has been removed to accommodate new furniture. Sofology didn’t turn up. Very difficult to call them you will wait over an hour at the very least. When I did get through I received 2 different responses. The first was that the driver must have changed the route, then our furniture wasn’t on the van. He would check it out and call me back. No phone call. Next day another hour wait on the phone this time I was told which van number it was on but not why it hadn’t been delivered. I explained that I had no furniture as a result of their failure. The response “nothing we can do”. I completely understand that I am speaking with a call centre who aren’t responsible for the failure but empathy completely lacking. I am now on my third day of having no furniture with no end in sight. I explained my husband disabled so having no furniture makes life very difficult for him. I was told they could order me some furniture but mine would probably be here before that arrived. I would not recommend Sofology to anyone.

Update: several phone calls later they can’t book me a new delivery as their system says I have my furniture. I’ve been waiting since Monday for a call back!!

My experience has been very bad. I had previously been in store to make them aware that my window needed to be removed in order for the sofa to get into my living room and to do this due to the dark nights I would need it delivered before it got dark. I was told notes had been added to the system altering the delivery company of this. When I got my 4 hour time slot the day before between 2-6pm I called them to see if I could get a more accurate time due to the window having to be out I was told estimated time of arrival would be 3.50-4.10pm so I got the window company out at around 3pm my windows was taken out and I sat waiting, however my sofa did not arrive and after waiting till after 6pm by which time it was very dark and the window company called to say they where now closed I tried for nearly 2 hours to contact sofology I managed to get through at 7.50pm only to be told my sofa was never actually out for delivery as the footstool on my order was at the wrong warehouse. So I had my window taken out and waiting in a cold unsafe house with a 2 year old child from 3pm when all along my sofa was never coming. I then had to pay a considerable amount of money for an out of hours emergency call to the window place to get my window out back in. I was then contacted by sofology the next day asking if I was happy with my sofa as it seems everyone working there has different information and no one actually knows what going on. This has been a week ago now and I still have not received my sofa and I’m being told I have to pay 30% of the cost if I wish to cancel. I have never experienced such terrible service I would never recommend using this company and I will be going to trade and standards to report them.

6 months, 4 failed deliveries and 30 hours (and the rest) on the phone trying to resolve the catalogue of errors on behalf of Sofology. Customer service was pretty good when I ordered however it soon went downhill as soon as a problem occurred.

I've had sofas not in the right warehouses, damaged sofas that should never have left the warehouse (after being told they'd be fixed in a week to then being too damaged to deliver to then turning up on my doorstep 30 minutes after), to being told I'd only paid for one of the two sofas, multiple failed deliveries and a customer service team who has no idea where the replacement sofa actually is.

I have LiveChat messages that remain unread months after sending, 3 emails of complaint without response and constantly being passed from pillar to post everytime I have the pleasure of spending hours of my life on hold to the customer services team.

I have never, ever, ever had the displeasure of dealing with a company with so little regard for their customers. The staff are always pleasant and apologetic but the entire system needs a major overhaul.

Better off going to IKEA, at least their hold music is ABBA if there's ever a problem...

Ordered our sofa and two armchairs on 28/10/21, sofa was a quick delivery, (within 3 weeks) & originally the two armchairs were coming at a later date so we were happy when we new all the furniture would be arriving together. Got to the delivery date (17/11/21) and only 2 armchairs were on the lorry, got a call from the driver asking if it was the red sofa, ‘I said no it’s blue, and he only had one chair then he said yes there’s 2 but no sofa, really! And when they turned up the packaging was a mess, I’m surprised there was no damage especially the way they were being thrown around.
Here we are trying to find out where the sofa is, been told it’s with the supplier, after being 1 1/2 hours on the phone, and someone will call back within the next 24-48 hours, that was over a week ago!
I’ve been to the store, (lakeside), my god, the said manager never even got up off her seat! She told me she couldn’t do anything only she could send an email and expect a response within 5-7 days this was 6 days ago hopefully I’ll get a call by the end of tomorrow.
I’ve sent and complaints email 19/11/21 and should expect a response within 72 hours, well that hasn’t happened so it’s highly unlikely I’ll get that call!!
And she advised me to use the helpline, so I called the number in front of her and I was 77 in the que, when i said i was 17 in the que the other day and it took 1 1/2 hours to answer, how long do you think that’s going to take, I asked ? She said that’s the only way to do it, and when I asked her if she thought that was acceptable, she replied don’t raise your voice to me..
Not bloody good enough..!!! AVOID THIS COMPANY!!
They have our money and we have no goods..
SOFOLOGY !! you are in breach of sales of goods act 2015!!! Where’s my Sofa

2 weeks on from my post we still have no sofa or contact to inform us where our sofa is. Don’t be fooled by the excellent customer service in store because it is meaningless if they can’t fulfil the order or have the courtesy to keep us updated. Wait time on phones is now 2 hours and no one answers online queries.

Original review
Despite what the marketing blurb suggests, this company has failed us. Staff in store were great but our sofas have NOT been delivered. No communication from the company to apologise, explain or rearrange. We allowed our old sofas to be collected under the agreement with Sofology the day before delivery was due. We are now left with nothing to sit on. Customers services takes an hour to contact on the phone. They apologise but have not offered any new delivery date. No one phones back, no one answers their webchat. No reply to Twitter on direct messaging.

Sofa and chair delivered 2hours late, suppose I should be grateful it was delivered at all. The two halves of the sofa are not at the same height- about 1cm difference. The recliner control on one side is on a decided slant too. This is on a 2k plus sofa. No care kit or sofa glides delivered. Have tried online for weeks and waited hours on the phone. The queue is a joke with you often going backwards in the queue ! How does that happen ! Technician now booked for 3 weeks time, we shall see if that actually happens and resolves the issues.

The showroom staff were great and if you look carefully at the good reviews on TP that's what is being praised but that's were the good experience stops in my experience.

I have waited 5 months for my sofa and told it would be delivered and never was until finally in October 2021. Then the feet were not enclosed and the incorrect cushions. It is ruining my floor . 6 emails later still not resolved??? Promised next day delivery , call backs but they don't want to know ...disgusting . Think I will end up going into the shop the weekend and waiting for the feet and cushions and not moving until I receive them. You have had my money since May 2021 ???

Don’t be fooled with the service in store the FACTS are this company is a total joke 7 failed deliveries later and still waiting for a sofa ordered in MAY can’t get hold of anyone on phone email or live chat or social media a total joke

Awful customer experience, Original order placed easily, but once you have signed the documents, downhill all the way.
Never experienced an unsupport service like it! 4hr Queues are normal to "try" and talk to someone of they don't actually cut you off.

Ordered a sofa and chair, in August and promised it will be delivered before Christmas. Just had this email , it was due for delivery today,

We wanted to let you know as soon as possible about a delay to your sofa order, as we now know that your order will not arrive before Christmas. Unfortunately, due to well-publicised UK port congestion, the shipping company that is transporting your sofa have had to divert some ships, including the one transporting your sofa, to mainland Europe. Once they arrive, your order will then be placed onto a smaller vessel and shipped to an alternative, less congested UK port for onward transit into our delivery network.

We know that you have been looking forward to relaxing on your new sofa, but due to the uncertainty around transportation we are unable to give an estimated delivery date. We will now contact you once your order is received into our warehouse network. We are in contact with our transportation partners on a daily basis and, should circumstances change, we will be in contact with you.

We understand that this is disappointing news and we apologise, however the situation in the global supply chain is currently affecting us as well as many other companies across various sectors.

Our customer service lines are extremely busy at the moment with wait times in excess of 90 minutes. Our customer service teams have no further information, other than what’s included in this email. Unfortunately, we only have restricted information available to us until your order reaches our network - once we receive it, we will contact you immediately to arrange your delivery.

Please don’t sell or dispose of your old sofa until we have until we have contacted you to arrange your delivery.

We are really sorry for this delay and thank you for your patience.

Kind regards,
Adam Smith
Director Of Customer Service

What do I say ????????

Awful Service - Avoid them at all costs!

Ordered £8,000 worth of Sofa's back in May. Understandably, due to COVID the delivery date was pushed back. I understand why this is, and had no problem with it. Date was then pushed back a further 3 TIMES.

Finally, I got a call, delivery will be 17/11/2021 between 7:30am and 10:30am - brilliant - so I get rid of my old sofa the night before, ready for delivery.

Delivery does not come. Calls to the helpline "Over an hour wait" - you wait, no one answers. So I try web chat "Under an hour and we'll be with you" - 2 days later, no reply.

Tried calling the Solihull Store where I bought the Sofas - rings out, then disconnects.

This is absolutely appalling Customer Service. I have no sofas, I can't get in touch with Sofology! Would give less that 1 star if it were an option!

Possibly the worse customer service experience i have ever experienced.
I ordered a new canterbury sofa and chair earlier in the year. First new sofa in many years so really excited about it. It was delivered in July and the chair was damaged. After weeks of trying to get it replaced (we need to send a engineer to look at it) they finally agreed to order a new one for me. This came through earlier than expected which was good but they cancelled the first delivery half way through the day it was due to arrive. Another delivery date was sorted and the delivery company came to the house to take the damaged but did not have my new one. I asked them to leave the damaged chair with me until the new one arrives. Again after around 2wks another delivery date set and guess what, yep you got it, delivery man came to take the damaged one but did not have my new one. I have called, emailed, called, emailed and no one is coming back to me not even the sales manager of the store i bought it from. I will keep calling and emailing and will speak to the office of fair trading as this whole experience has left a very sour taste in my mouth and i am so upset i just want to get rid of the sofa and chair and go elsewhere.

Awful company. Ordered corner sofa and armchair in May 2021 due to be delivered beginning of September. Salesman very helpful and professional said the 14 week lead time factored in the current issues with Brexit, COVID and haulage. 26 weeks later no furniture, no communication, and no reassurance that my order would ever be delivered. Safe to say I cancelled with a full refund and 6 months of my time wasted dealing with these clowns.

My issue unfortunately is still ongoing, we have had major issues with this company, the customer service is shocking we’ve had 3 sofas in 3 years due to manufacturing faults the last sofa we had wasn’t what we ordered after waiting over 3 months for it, we ended up just taking the refund when we were giving the option of replacing it or refunding, I’ve called around 30 times to get some sort of resolution waiting over 3 hrs each time to speak to someone being told a different excuse from each advisor no one taking ownership of my issue, sofology came and collected my sofa and as yet we still
Haven’t been refunded when I call them
They said my refund would be processed in 10-14 days it’s now day 15 and I was on to them last night for 4 hrs and was told one of my chairs that was taken back at the beginning of October wasn’t scanned in so that’s why they haven’t refunded me but they replace the sofa at that time so how can they send a new sofa if it hadn’t been scanned in but they can’t refund me? Again not out issue that someone hasn’t scanned in our old sofa? It shouldn’t delay our refund!! We can’t buy a new sofa without our refund u have over £2000 of our money and won’t give it back to us so we have 2 young children no sofa to sit on over Christmas and no refund to get a new one at the end of last nights 4 hr call I was told a manager would call me back on Friday I was promised this on Thursday night it’s now Tuesday and nothing anyone know what I’m supposed to do? I’m actually at the end of my tether i ended up in hospital with a severe anxiety attack an hour after I got off the phone with them last night and I honestly don’t know were to go from here

Do not buy from Sofology!!!!

Wanted to put no stars, but there is no option. Paid upfront in July 2021 for delivery in September 2021. Changed our minds on the chair and rang up to change in the advised timescale of 24 hours. This changed the chair delivery to November 2021, but sofa still in September, we were okay as all would be delivered in time for Christmas. Waited until chair would be ready for delivery and rang to arrange one delivery to help the delivery team. Waited for over 2 hours on the 0344 number and arranged delivery. Sofa arrived, but not chair. Rang and waited 2 hours 20 mins on 0344 number to query why and arrange another delivery. Yes you guessed it it didn't arrive!! Just been told after spending over £100 on calls and time spent waiting in queue that the chair has 'gone missing 'in the warehouse, so will have to be re ordered and will be 20 weeks wait......34 weeks really from original order date. All at a time that I can do without the hassle and wasted time chasing the order. It's now 26th November and chair has been located in warehouse, but because not on booking system to deliver, no updates from them just me ringing up again. Two advisers have sent emails to get this resolved....and yes you've guessed it still no chair!!! Could not make this up

1 star review purely because I can’t leave 0 stars!!

Don’t be fooled into thinking this is a high end reputable company and therefore a good customer service team because this company are a SHAMBLES.

Ordered our sofa on sale so we didn’t have to wait 22 weeks for delivery. When it arrived we put it together the following day to realise one of the terminals was missing! We phoned (and were on hold for 1 hour plus) to be told to take photos of the sofa to prove there’s a part missing (strange request?!) and they’d sort it out. I sent the photos in response to the email to receive no response for over a week. So I tried phoning again (on hold for 2 hours this time) to be told they were looking into it with the depot as the terminal was missing!?? And that I would hear within 2 days.
1 week on and still no response, worried we may never get the terminal I phoned AGAIN but this time I was on hold for 3 hours!!!! To be told I was in touch with the wrong department, she also told me that they wouldn’t give any good Will gesture, if the terminal cannot be found then we either take a refund and they collect the sofa or we take a voucher for the cost of the sofa and contribute more to buy a brand new one! DISGUSTING. It’s not our fault they lost part of our sofa!?
I complained and was told a manager would ring me this evening at 6. They are now shut and I’ve spoken to no manager. I will now have to bite the bullet and phone again tomorrow to tell them to take the sofa back and cancel my monthly direct debit (and refund our deposit!) I want nothing to do with this robbing company!