Sofology - www.sofology.co.uk – Questions & Answers

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Asked by Suzed on 19th November 2016 Report this content
I bought the Smile range sofa and am wanting to add to it but I have been told it as been discontinued, I am very disappointed and think I should have been told this when I purchased it. I have been told I cannot get another one so I'm left with a brand new 3 seater that is no good to me. What can I do?

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Answers (2)
Report this content Easylife1956 Written on: 23/11/2016
The main issue as I understand the law is how long have you had the Sofa. The Consumer Rights Act 2025 states you are entitled to a refund if goods are even slightly faulty. Is there any problem with the original setee and was this notified within a month. You can sue quite easily through the small claims court and you can do this without a solicitor on line. Howeaver if you've bought a sofa and it's ok but just looking to add to it and it's discontinued thst may be insufficient grounds to bring them to book. There is one thing most customers know on.this site, Sofology are unsympathetic and appear to push the boundary of the law and the best advice is just avoid them in the first place. After my disaster with them I got a much better deal and did not have to pay for the goods until delivered.. This was through a long established independent in Doncaster. Good luck I hope the above helps
Report this content Big PG Written on: 24/11/2016
Hi some will depend upon how long you have had the sofa and how you paid for it. If it's not that old but that particular style had been on sale for a long time then the sales person should have made you aware of that. If you paid by credit card you could ring them and explain see if they can help,if you paid by interest free credit then you can ring them and tell them you wish to make a formal complaint against sofa works But first thing is to raise a complaint with head office.it took a few months a lot of phone calls and emails but be strong and persistent Hope this helps
Asked by Alison2011 on 8th August 2016 Report this content
I was asked to give a pin in store when purchasing my sofas. Seems quite odd now being that I had to set up a new one online without being asked for email address or any other data it automatically knew what I purchased. What is the pin for?Because in all the rush for my deposit he told me everything bar what my pin was for, it's not on credit! I'm paying cash! Why the pin in store?

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Answers (1)
Report this content ClaireJasper Written on: 10/08/2016
When I went online to track my delivery it asked for my pin that I set up. I think it's just a quicker way of logging in than entering an email and a password.
Asked by soniamonk on 6th January 2016 Report this content
Hi Everyone, just wanted to ask who do I speak to if my 5 month old new sofa is sagging terribly? We are a family of 3 adults yet our 3 seater is looking like we've had this for years! Funny enough the 2 seater is fine! We are not particularly heavy or large people and we are at work most of the time so we were not expecting this to happen so quickly! The service from Sofaworks has been 2nd to none but we are hugely disappointed.

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Answers (6)
Report this content Claire2924 Written on: 06/01/2016
You say that the service from SoFaWorks has been second to none,are you referring to the sales,or have you had an opinion from them as to why your furniture is sagging so badly.There is help for you from our Facebook group,with advice from people who have had the same experience as you,if you want our help,please leave a message on this page and we will come back to you
Report this content Smokieno1 Written on: 06/01/2016
Phone the store you bought it from and start there. I'm sure they will be happy to help or at least point you in the right direction.
Report this content dee2196 Written on: 06/01/2016
First you have to speak to the manager of the store you bought it from but good luck with receiving any help from this company after the friendly manager assures you . I gave this company 3 chances to make my sofa in the colour I chose, I was very patient but had enough when I found out on the 3rd attempt it took them 2.5 weeks to even bother putting the 3rd order through putting me to the back of the queue to wait weeks again. No calls to apologise, no attempts to communicate back with me ever. Trying to get a refund when finally cancelling is still ongoing, they just pretend you don't exist but we have sent them a copy of the court papers to be issued now to put a rocket up their asses. They should be ashamed of themselves. I've not had bad service, I've had no service, they are a bunch of idiots and if you call them, they all tell you different as no one knows anything so can't believe a word they say. Bear this in mind and give them a date to sort this out from the start then go to the court and prepare your papers. Good luck
Report this content Stu557 Written on: 07/01/2016
You can also put you thoughts on Trustpilot , you have to put it everywhere and inform them that you will return the furniture and leave it on the front of there showroom and explain to customers about the quality of there furniture . One thing you should do is not give up Good luck
Report this content Robinhood494494 Written on: 15/01/2016
Go on there Facebook page my sofa sagged went instore 3 times the extended guarantee not worth the paper it's written on they tried to fix it twice took months. So repaired myself in the end even said it was my fault. I would tell them you want your money back it's not fit for purpose and not of merchantable quality I'm not sure if you have it repaired you may lose the right
Report this content dee2196 Written on: 10/08/2016
You should have read reviews before buying from them. They won't do anything in fact mostly you will be ignored. Sorry to tell you. Probably best to just get an independent person to look at it to cut the BS out. Their own people will deem it your fault if they do ever get back to you. Plenty of reviews about your situation on here already,
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Asked by cheryl8334 on 20th August 2015 Report this content
How do you get your complaint heard by someone higher than a customer service administrator? I've emailed and called but so far cannot get anyone to escalate my problem. I totally agree with the comments on here, wonderful sales staff but terrible furniture and ridiculously poor customer service.

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Answers (7)
Report this content Maatkare Written on: 21/08/2015
Post on the company's facebook page.
Report this content Claire2924 Written on: 21/08/2015
you can post on the company Facebook page,you need to spell out what you are complaing about for all to see,it usually gets their attention,but failing that, post again and we can offer advice
Report this content brianriches Written on: 22/08/2015
Don't waste your time nothing will happen I tell everyone that I can about the poor quality products and poor customer service
Report this content dee2196 Written on: 06/01/2016
Hope you have this sorted now but we emailed them a photo of the court papers filled in ready to issue to get our ongoing problem sorted.
Report this content Razzle24 Written on: 13/03/2016
Take them to the small claims court - I had to do this when they were CSL. They will just fob you off. contact Trading Standards.
Report this content dee2196 Written on: 10/08/2016
You need to start the papers for small claims court and email a copy so they see your ready to go and give your final date you want an answer. Only way they respond to you. I'm speaking from experience
Report this content Steveoliva Written on: 11/08/2016
Email the ceo of Sofology. He is as high as you can go. He will pass your complaint to a senior escalations manager. In our case it didn't work that we'll. What did was to issue small claims proceedings in the county court. It's easy you can apply online. There is a fee. Howeaver in our case it was a game changer when the claim form (summons ) landed on their door mat. They arranged to collect our settee and refunded us straight away. We got no ware up until that point. Gather evidence. Take photos. Write down dates, times and names of who you dealt with. In my experience it was the only language they understood. 
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Asked by dibyamitra on 13th August 2015 Report this content
How do I ship internationally?

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Answers (1)
Report this content dee2196 Written on: 10/08/2016
Don't waste your time or money. They did my order wrong 3times, it was a nightmare . You need reliable people to ship abroad . Read all the reviews on problems after ordering, not the people saying the showroom people were nice. No after sales at all.
Asked by Jan2014 on 9th December 2014 Report this content
I want to take a legal action against Sofaworks for selling a sofa which could not be delivered through the door although I gave them the measurements of the door in the first place. I have the written proof as it was communicated through emails. They now want to deduct 30% of the money I paid and try to force me to spend the remaining 70% to buy another sofa from them. Did anybody take them to court and win a legal action against them?

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Answers (1)
Report this content Claire2924 Written on: 09/12/2014
The only way you have a hope is to go to small claims court,anything else will be a waste of time.this company is ruthless,they want your money,nothing else.They failed to deliver your goods,you have the proof,just do it,please do not waste your time on them.see you on avoidcsl/sofaworks,good luck and let us know how you get on.
Asked by Debswelsh on 26th November 2014 Report this content
Do sofa works deliver to Northern Ireland?

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Answers (1)
Report this content Claire2924 Written on: 27/11/2014
You had better hope that Sofaworks does not deliver to Northern Ireland,this is the worst company you will ever deal with,run in the opposite direction.I hope you take this advice.
Asked by TraceyCrabtree on 18th November 2014 Report this content
Why is there no formal complaints procedure?

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Answers (4)
Report this content Claire2924 Written on: 18/11/2014
Hi Tracey,As far as Sofaworks is concerned,once you have complained to them,they then'deal' with your complaint,usually by sending a technician(who works for them),then they tell you that 'no fault found' Or you have caused the damage,they wash their hands of it.The technicians report is used against you if you go down the Ombudsman route(personally I would not bother,they find for Sofaworks),I speak from experience. I would advise you to have your own Independant report done,and go to County Court(Small Claims),to me,this is the only way.If I can help in any other way please let me know.I am willing to give you my Phone no or e-mail
Report this content brianriches Written on: 18/11/2014
Because no one cares, once you have paid then that's it. We have had a saggy sofa for the last 18 months
Report this content Age1000 Written on: 18/11/2014
Like brain said they dont really care. Probably get so many complaints having a procedure or a formal way to complain would probably attract more! Im guessing that's why they changed their name from CFS , too many bad negative reviews on the internet. Thats what they were called when i reviewed them, my review complaint eventually went to head office where i was fobbed off. Having said all that my sofa is nice and i have no problems with it. Service was awful.
Report this content Maatkare Written on: 22/08/2015
You do not have to put up with poor quality goods. If you are on facebook, leave a message on SW page, and I will contact you.
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Asked by mmoleary on 3rd August 2014 Report this content
How much wooden floor protection do I need for a 3 seater Belfry and two 1 seaters? I know the Belfry is heavy and I don't want my floors marked.

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Answers (1)
Report this content hertsessexlad87 Written on: 04/08/2014
Sofaworks are very good, when they arrive they put pad's on the feet of ur furniture so you shouldnt need any pertection yourself.
Asked by Learnah on 28th June 2014 Report this content
We've had our suade corner sofa since November 2012, since we've had it the cushions that come with it have been flat with hardly any stuffing in them, and one of the large back cushions has gone a little flat too. Despite all the large cushions being plumped up constantly by me or my partner. Also a friend has broken one of the arms on the sofa by leaning on it, it's cracked in the middle and now got a hole inside. There are numerous marks on the sofa & one of the legs is faulty which has been the case since the day it was delivered. We love the sofa & all of the cushions on the back and the bottom apart from that one cushion are perfect still. Except the marks. We did take out the sofa shield insurance so will they help? I really want our sofa looking as lovely as it used too. I love our sofa but this is making me dislike it a lot. Can anyone give any advice?

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