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“Customer Service After Care Appalling”

written by on 09/06/2016

Buying our new 3 seater, 2 seater,1 footstool and 1 leather chair was a good experience. Service ends in the shop. Both my husband and I paid for weekend delivery as we both work. 5 weeks after putting in our order our furniture arrived. The 2 sofa's were just perfect. The chair was wobbly and the wrong footstool had been delivered. The delivery men took photo's and notes telling us Sofology would be in touch on the Monday. This was back in February. We waited until the Tuesday when we still had heard nothing. After a number of calls, being passed from one person to another we were told that a technician would come out to look at the chair. We had requested a technician come out on a Saturday due to work commitments. After a further number of calls on our part we were told nobody could come out at a weekend.
Fabulous service there. After sending the care team a number of Photo's ourselves I was exasperated to be told that the footstool can differ in colour, texture, stitching etc to the rest of the furniture. It basically was our footstool. It totally wasn't! After a very unhappy conversation with a dippy person I was put through to another person who agreed it was wrong. 4 weeks after our furniture was delivered our proper footstool was delivered.This was the correct one. 5 weeks after a further number of calls and an email to the Big Man himself [MD], our chair was picked up and another delivered. The chair didn't wobble but had a small tear on the back. Back to square one. Lots of phoning/emails on our part. We are now into April and a technician comes out and says tells us we need another chair. He would inform Sofology and we would hear from them. 3 days after his visit we have heard nothing from Sofology, my husband called again. The person didn't have a clue what was going on.They didn't know a technician had been and was trying to book one with my husband.It goes on and on! Finally we were told another chair would be delivered. After a further 8 weeks we took delivery of another chair. This one is fine.
This has gone on for so long from February to June. Staff need training in the customer care. We found the whole experience a shambles!