USE FURNITURE BEFORE REVIEWING

Sofology - www.sofology.co.uk
★★★☆☆
3.3
59.0% of users recommend this
  • Customer Service

  • Quality of website

  • Value For Money

VJKK's review of Sofology - www.sofology.co.uk

“USE FURNITURE BEFORE REVIEWING”

★☆☆☆☆

written by VJKK on 08/06/2016

Firstly we would have liked to rate this company ZERO, reluctantly we have to give it 1 star to write a review. A pity we cannot download photos as a picture tells a thousand words.
It would appear that the majority of positive reviews are submitted by customers reporting their initial in store experience often before taking delivery or using their furniture, conversely most negative reviews tell a different story.
My wife and I had a pleasant in store buying experience a result of which we ordered a leather three seat sofa and an armchair both with power recliners.
When the furniture was delivered we immediately noticed all of the armrest cushions had indents caused by the transit security straps compressing them, the delivery guys assured us this was common and the internal filling would soon expand and cushions would return to correct shape, this did not happen but it was the least of problems to follow, it was all downhill from now on.
Due to personal circumstances the furniture was not used for two months, after three months use the filling in all seat squabs and leg support pads on the recliners became severely compressed and the leather consequently stretched becoming very creased with a loose appearance.
I phoned Sofology customer services to report these problems, a support adviser without asking any relevant questions e.g. how many people regularly use the, furniture ? Adults or children ? Any pets ? etc. She told me the wear was normal.
I told her we had previously owned six leather suites and numerable armchairs most with power or manual recliners and we had never experienced similar problems and her explanation was unacceptable, she then transferred my call to a Rapid Diagnosis Adviser, someone able to solve problems on the phone, furniture unseen, presumably using a crystal ball or invoking super powers. After my repeating everything and listening to the same lame tale she condescended to arrange for a technician/upholsterer to visit and examine the furniture.
Three weeks later a pleasant young man arrived and with one glance said "the leather is puddling, it is normal" he further stated he "sees this problem all the time" he agreed the foam filling was compressed and then unbelievable said it was the fault of the EU who impose strict manufacturing restrictions on the construction of foam which in turn contributes to the leather stretching because the foam compresses.
He agreed that using a better grade and quality foam that returns to shape would alleviate the problem but that would incur extra expense and Sofology prices would not be competitive.(Unable to say how companies using better materials manage to sell their products?) After failing to massage the leather to any noticeable improvement he then took some photos and departed to report back to the powers that be.
The very next day a third adviser rang us, unfortunately i was unable to take the call so she promised to ring back, this never happened, instead she sent an email stating that if they didn`t hear from me within seven, days the case would be closed, I replied to this email asking for the result of the home visit, I received no answer.
So I phoned again and spoke to yet another adviser, I requested a copy of te technicians report, this was refused and I was told it was for internal company information only, we then began the whole dance again culminating in him sending an email telling me the would "supply parts to repair the furniture but at our expense" I rplied asking which parts can repair a fault they say does not exist and what is the cost of such a miraculous solution ? To date I have had no reply.
Throughout this sorry saga the advisers and technician have had the attitude that because the furniture is comfortable I should accept there is not a problem. I would contend that a simple bean bag is comfortable and less expensive, people purchase furniture to enhance their home as well as for comfort, our local charity shop sells secondhand leather furniture showing less sign of wear than our furniture shows after less than four months use.
Adding the suffix "ology" to a word tends to imply a degree of scientific expertise e.g. Archaeology, Zoology, Physiology, etc.
Sofology is more in the realm of science fiction i.e. Something not true.
Had we read reviews on this and other sites before spending our hard earned pension we would have questioned. Why did the company CSL change its name to Sofaworks who in turn became Sofology ? Most companies treasure the title that reflects their reputation.
We accept that we will receive no satisfaction, there are far worse things than poor furniture and our lives are to short to stay in stressful conflict with a company that has no moral compass.
We give up ! Sorry for the length of this review but we hope it will save someone from a painful expensive experience.

  • Leather reclining sofa & reclining armchair

    Goods purchased & cost

  • On time

    Delivery

  • Customer Service

  • Quality of website

  • Value For Money

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