March 2024 by Matthew Truin
Well, it all starts off so well, at the sale stage but then it completely goes down hill and nobody takes ownership of anything and is willing to help.Purchased two sofas from Sofology White City, Trafford. We were having the sofas delivered to a removal company so that they could be shipped with the remainder of our furniture when we moved. This meant that they would only accept deliveries between 8am-4pm and we were clear with that. Yes yes, not a problem at all so we placed the order. All rosy and fine and when the sofas were ready to be delivered we called to confirm the date and again confirmed that delivery needed to be between 8-4pm.The day before delivery and we received an email saying delivery will be between 3-7pm which obviously wouldn?t work so called and spoke to Amy who basically advised there was nothing she could do as they only offer all day slots. I explained that two of her colleagues had said that time slot of 8am-4pm would be fine (Sofology, please check your call recordings!) but she repeated there was nothing she could do. I asked for a manager to discuss further but was advised no managers were available. She said she would get one to call me back but they never did.Second call trying to resolve the issue and I spoke to Brad and we went through all the points again and he could even see the notes on my order saying delivery only possible between 8am-4pm. There were no managers but he would call me back to see if anything he could do. He said he would create a case for the complaint at the same time.No response by lunch the next day so third call made and someone quite convincing spoke to me who said he would call me back in 10 minutes after speaking to the depot. As you can guess he never called me back.Call four and spoke to Charlotte who was reassuring. I asked to speak to Brad but she said he was on holiday, his last day was yesterday. So how he expected to call me with an update from his holiday I?m not sure. This pretty much reflects my experience with Sofology and one I will never repeat again, nobody takes ownership and they just want to get you off the phone. We should have used DFS, someone we have never had problems with.Charlotte called the depot whilst I waited on the call and said they might get to the address but couldn?t guarantee it but if not she?d help out to rebook.Overall, lesson is Sofology are really happy to take your order but any follow up service is non-existent and very much ?computer says no?
February 2024 by Jordan Arnfield
Nice experience shopping today. The store was clean and well presented. The staff friendly and professional. Ikram and Gemma were really helpful in finding me a perfect sofa
January 2024 by Abby Jerram
Ariel was brilliant, really helpful, welcoming and accommodating. Would highly recommend this store!
November 2023 by Seven Maung Maung
i love you manchester united
November 2023 by Karen Brooks
Same furniture just different colours.
November 2023 by Shakeel Gohar
Very poor delivery service! Ordered no one arrived no call no communication waited 6 weeks! After u called the had to re arrange the delivery and had to wait another 6 weeks! They will also not refund you!!! DO NOT RECOMMEND.
September 2023 by Hernán Bessera
3 and a 1/2 months of delay to get my new sofa.They never replied to any of my calls whilst they always said they were going to assign this case and contact me within 48 hrs.Complete SCAMMERS.I WOULD NEVER recommend Sofology to anyone.
September 2023 by Darren Andrews
High prices. High quality. No pushy sales people. They just leave you to it.
August 2023 by Mr C
Didn?t have anything for me on this visit, I thought with the changing times the sofas wouldn?t look so dated!
April 2023 by Khalid
Great service from Happy, a really nice guy with a friendly, pleasant manner. There's a lot to consider when buying a new sofa but unlike some other sofa shops, there was no hard sell and I didn't feel pressurised into buying anything.I visited this shop a couple of times before eventually deciding what to buy and each time Happy talked me through all the various options, gave me plenty of relevant info and once I was ready to buy a sofa, he went through the whole sales transaction with me. I would recommend to anyone.
April 2023 by Sammy Lee
Poor service and poor communication. Would not recommend in the slightest.I visited the store between Christmas and New Year 2022 and had an account set up by a member of staff to purchase a sofa and chair. While in the store, the sales assistant (who to their credit, was helpful and informative) informed me that the sofa I had chosen could have the back and sides removed easily so it could fit through front doors etc. and be reassembled. I ordered the sofa and chair online on 04/01/23, using the account set up in store. The amount paid was just over £2,700.The sofa and chair were to be delivered on 24/03/23. However, when it arrived, the delivery driver told me it could not fit through the door. When I asked about the back/sides being removed I was informed by the delivery driver that it was not straightforward and that it would have to be taken back to the warehouse to be disassembled. As a result, the sofa and chair were taken back. I then phoned up Sofology customer service and spoke to a member of staff who informed that the sofa would come apart easily enough and that the delivery driver should have been able to dissemble and reassemble the sofa (I was also provided with a document on how this can be done for future reference). The customer service person then spoke to a manager in the warehouse and informed me that they would call me back. This was on 24/03/23 and as of today (29/03/23), I have not heard anything back regarding this.Furthermore, I sent an email to the Sofology customer service on 27/03/23, asking for a full refund, including postage, as I was dissatisfied with the service which I believed to be unacceptable given the amount paid and time waited for delivery. I received an automated response telling me that they ?normally reply within 48 hours?. At the time of posting this, it has been over 48 hours and I still have not received a reply or refund.I would advise anyone thinking of purchasing a sofa to shop elsewhere. While their sofas and chairs are of great quality, this is of little relevance if not delivered. Furthermore, the lack of communication and customer support is appalling for a company of this size, and regarding a purchase of this cost.
February 2023 by shirin Sakallizade
Fantastic quality sofas. Bit pricier than other high street furniture places like DFS but you?re paying for quality. Great service provided by Happy, he was super helpful, made the process run smoothly especially with setting up finance & he didn?t try to rush us into making a decision, as we were back & fourth between a couple of designs! Look forward to receiving in 9 weeks!
February 2023 by Christine Parnell
Staff member was very attentive but lots of communication issues. If a member of staff states you have 24/48 hours to change your mind about a purchase, my understanding was I was able to cancel the order, which I tried to do. I was informed you can not cancel but can change the colour/material only. Customer service gave no breathing space and did not advise me I could pick a different chair from the store, the words the staff are told use are very misleading. They read from a script
January 2023 by Afsar Aliar
Al-sabaFantastic chap..Very helpfulHe helped us to choose the right one
December 2022 by Alexandra Monica Sandu
Customer service was exceptional, they would take their time to explain everything you would want to know before you actually make the purchase. Big diversity of sofas and other furniture.
