Sofology - www.sofology.co.uk

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

  • Quality of website

  • Value For Money

Summary

Note from Review Centre: Sofaworks rebranded to Sofology in February 2016.
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“Excellent friendly service at store, delivery team...”

★★★★★

written by julesuk on 17/05/2011

Excellent friendly service at store, delivery team most helpful and explained all aspects of the sofas on arrival, including their care and maintenance. staff in shop and delivery team most knowledgeable. The two sofas are well made and very comfortable.

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“Excellent service from beginning to end. ”

★★★★☆

written by on 11/05/2011

Excellent service from beginning to end.

Shopping experience was very relaxing at the Metro Center store , no pressure selling.

Even when changing the order the store was very helpful.

Good communications leading up to delivery & a very good & pleasant experience when the delivery guys arrived.

If all delivery people were as good as this; then life would be so much easier.

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“excellent service very friendly and helpful sales...”

★★★★★

written by on 11/05/2011

excellent service very friendly and helpful sales consultant Steve Smith NOTTINGHAM branch and his assistant Noelle.would recomend to friends and family.made to feel very welcome and relaxed no pressure .had time to show you round and explain everything.thanks alot both of you

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“Just had our new sofa delivered today which we ordered...”

★★★★★

written by on 10/05/2011

Just had our new sofa delivered today which we ordered from the Lincoln branch. Service was excellent. Ken Attwood was our salesman. He was very helpful and not pushy at all. We weren't 100% that our choice would fit our room so ken advised we went away and measured up. He gave us a reference number with our choices and the delivery cost. When we went home and realised everything would fit nicely we could then order it online using our reference number.

We were told it would take 6 weeks but it has arrived in just over 4 weeks.

Our delivery men were Luke and Andy. They rang ahead as we requested and let us know they would be with us within an hour. They were very friendly and helpful and even put plastic foot covers on when stepping in the house. They went through all the care instructions for the sofa and ensured we were happy with the sofas. Very efficent.

I would definitely recommend CSL to anyone.

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“We went to CSL in Chester after trawling through...”

★★★★★

written by Mark Borthwick on 10/05/2011

We went to CSL in Chester after trawling through several stores nearby to find a replacement suite to our trusted 11 year old dfs one. Firstly the customer service was excellent. They made us a cup of tea and left us to test whatever suite took our eye.
There was no pressure at all!
We opted for the primo powered recliners and then awaited delivery, which was well within the expected delivery time.
I have noticed on some websites that people are slating the quality and service of CSL products too which I cannot understand. Everything from start to finish i am very impressed with and would recommend to anyone!

We have had ours for close on two years now and have just encountered our first hiccup which was that we had a problem with the power reclining chair.
We contacted CSL who sent an engineer out at a cost of £47 which ok is a bit steep but at least we were clear in the knowledge that whatever mishap had occured it would be resolved. We had a new cable fitted a cost of £5 however it didnt fix the problem and we had to ring CSL again.
The technical service advisor stated that the problem I'd had had been rectified and that there would be another fee of £47 because there was a different problem.
This was my one and only gripe because I had to insist that the fault we had was still present and very intermmitent and therefore still the same problem.
The advisor apologised and said an engineer would be arranged at the earliest convenience at no extra cost.
Today a CSL engineer has been here, I'm sure his name was given to me by the advisor as Patrick Bownes. This man is a pure gent, and a credit to the company. He was very thorough in his testing and resolved everything to my entire satisfication. He showed me stage by stage what was what and amended the problem pretty quickly. I think he deserves a bonus or commendation for his work. Thankyou!
Finally to end my little saga I have had calls on my home and mobile phone from the CSL team to see if matters are resolved and that Im very happy with the service. To which i am indeed yes! Thankyou everyone at CSL.

I stand by my words this is a good company with quality staff and products.

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“Excellent service throughout, from the initial contact...”

★★★★★

written by ladyjill on 09/05/2011

Excellent service throughout, from the initial contact in store through to delivery and installation of goods.

After 3 months of use, we had a small problem with the protective sealant breaking down due to my husband's natural body oils causing wear around the headrest. This was immediately rectified by CSL who visited and repaired this very slight damage to a very high standard. The whole experience was very professional and we would not hesitate to recommend them to others.

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“I visited csl in Southport to look at sofas and...”

★★★★★

written by leslegs on 05/05/2011

I visited csl in Southport to look at sofas and chairs, and was given full details of the products, and directed to their website for measurements. I returned a few days later and was greeted by Debbie, who dealt with all my queries in a very professional manner I bought a sofa chair and table. Well done Debbie and csl.

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“After a nearly having a nervous breakdown trying to...”

★☆☆☆☆

written by jackwatts on 04/05/2011

After a nearly having a nervous breakdown trying to get some satisfaction with this cowboy outfit, I gave up for health reasons. I thought I couldn't endure the stress any longer. You can read the reviews and make your own mind up as to whether they are written by satisfied customers.

I can only wish you better luck than I had. But my advice is steer clear if you like a good night's sleep.

Coups111's Response to jackwatts's Review

Written on: 24/03/2012

here here they are cowboys because my sofa would not fit through door on delivery it had to be taken back and they have kept £340 back from my cash 30% what a rip off, wish i knew what to do

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“Excellent aftersales service with a true 5 years...”

★★★★★

written by Mikec1972 on 04/05/2011

Excellent aftersales service with a true 5 years Guarantee and professional and friendly staff being Mr Newbrook. Thank you!

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“Sofa was delivered earlier than the 8 weeks quoted....”

★★★★★

written by on 01/05/2011

Sofa was delivered earlier than the 8 weeks quoted. Shop and delivery staff were excellent, friendly & helpful.
Small defect with sofa leg was rectified within 2 days. Received phone calls advising of 2 hour time slots of delivery of sofa and repair.

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“We'd spent the previous day going round the usual sofa...”

★★★★☆

written by trigger2212 on 28/04/2011

We'd spent the previous day going round the usual sofa stores trying to find a decent corner sofa for our new house, but had no luck. So, we went up to CSL on the Gateshead Metrocentre Retail Park - and we're immediately impressed with what was on display. They had at least twice or three times as many corner models on display than the other shops we had previously visited. We were greeted (not pounced on!) by a sales consultant by the name of Andy Bell - who was top notch, not pushy, knowledgable, helpful and easy going - with no hard sell approach. We told him what we were looking for and he gave us some ideas and some advice, and then we made a decision to go with the Napier, and the storage footstool that went with it. I wanted to take a photo of this onj my phone, but to save me doing so Andy sent it via e-mail there and then from his iPad (I like the way that all of the sales consultants have them, we did the order and everything on them). I don't think we've ever felt so comfortable in a sofa shop, it was nice not to be set upon by a horde of salesmen and just be left to get on with things, but at that the same time there were people close at hand for advice and questions. Our delivery date isn't yet due, so we haven't actually got the sofa yet, but what I would say is that CSL were very flexible in arranging the delivery date, around the date we have for moving into our new house.

If you're going to take finance out remember you'll need photographic ID and proof of address - as we didn't have any on us at the time of purchase (which was still okay as we were able to proceed, and just present our ID in store at a later date)

Would I buy from here again, based on current experience? Yes. Would I reccomend it to friends and family? Yes I would, quite happily.

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“My husband and I went shopping for a leather sofabed...”

★★★★★

written by on 26/04/2011

My husband and I went shopping for a leather sofabed and entered CSL at Birstal shopping park near Leeds not expecting very much, but we felt we should give them a chance. I'm so glad we did! There were several assistants at the entrance which was overwhelming but we were guided to the correct dept. The shop was spotless and we started chatting with Steve Smith their representative. He was a lovely guy, not pushy, and very knowledgeable. He explained the 'in's and 'out's of what to look for ie. Leather quality and sofabed mechanisms etc. We did go and look at other local stores, but nothing compared to the product CSL was offering and at the right price. So we went back and spoke to Steve and even bought a matching footstool, I have to say... I actually enjoyed my shopping experience with CSL.

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“I visited the store in Nottingham and was served by...”

★★★★★

written by on 25/04/2011

I visited the store in Nottingham and was served by Faiz Rasool. The sales consultant helped us to choose the furniture that was right for us as a family with little children. He was very honest about the style and colours we chose and the qualities of the sofa. He gave us a thorough explanation on how to look after the leather sofa after it arrives. The customer service was brilliant. The lady at customer service was also very helpful, would definitely recommend to all my family and friends.

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“I purchased a new sofa and arm chair from csl in the...”

★★★★★

written by on 25/04/2011

I purchased a new sofa and arm chair from csl in the Birstall retail park, Leeds this week and was extremely happy with the service i recieved from the sales man Steve Smith. He was very helpful in informing me and my partner of what csl had to offer without being pushy.He was a genuinely nice person rather than some of the fake sales people you often meet. We decided to purchase from csl over Harveys even though there wasnt a sale on at csl and it was slightly more expensive because the overall quality of the product was better. The saying "you get what you pay for" has never been more true in this case, sales are not always the best way forward if you are looking for a quality, long lasting product. we are very happy with out purchase would highly recommend.

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“I purchase a sofa from CSL 2 months ago thy brought...”

★★★★☆

written by mikehill722 on 22/04/2011

I purchase a sofa from CSL 2 months ago thy brought in my hose after 20 DAYS I I do like the sofa and the people of the shop (very frindly).They know how to deal with thinks like that.

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“CSL have been fantastic from start to finish,there was...”

★★★★★

written by on 20/04/2011

CSL have been fantastic from start to finish,there was no pushy salesperson they delivered on the stated day (called and arrived early) very professional and the after service care was wonderful i would definately recommend them.

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“went to the metro centre branch and felt very welcomed...”

★★★★★

written by on 17/04/2011

went to the metro centre branch and felt very welcomed but was not jumped on or chased around the store like the other places we had visited that day. would recomend that store for helpfull staff and good quality sofas. The women who helped us with the sofa was very helpfull and made us fully aware of what we where buying and showed us how the get the very best out of the furniture. We got offered drinks and was left to make our own minds up.which i feel is a good way to work.

Go to metro CSL and ask for Suzzie.

Many Thanks

Richard B

many thanks

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“The CSL service throughout was well managed, no...”

★★★★☆

written by on 17/04/2011

The CSL service throughout was well managed, no badgering salesperson on one's trail all the time. The furniture available was about the best we had seen from 6 retailers visited.
One down side was the explanation of the sofa treatment cover as we thought the cost was per sofa not per seat! So watch out when you think it is ok but the cost doubles per seat. Still, the warranty is for 5 years and overall ok.

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“Product was as expected from the showroom. Where CSL...”

★★★★★

written by on 15/04/2011

Product was as expected from the showroom. Where CSL were particularly excellent was their customer service. They delivered within the expected timeframe, their delivery staff were excellent, very curtious and when they spotted a minor flaw they immediately pointed it out to me, phoned their service department who arranged a home visit very quickly and at a convinent time for me and when he arrived he sorted the problem very quickly.

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“After visiting few furniture retailers and pretty much...”

★★★★★

written by on 14/04/2011

After visiting few furniture retailers and pretty much giving up, I and my son stumbled across Csl in Rotherham and a lovely lady called Emma, she was a breath of fresh air and not an archetypical sales person. She helped us chose what we needed and was very understanding to our needs. I don't normally put things on websites as I don't like the Internet, but her service was o good I even called the manager at store the day after to commend her. I'm looking forwards to delivery but could do with it a bit quicker than 12 weeks. Thanks and I hop the sofa is as good as the service.

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Asked by debbiefisher2894 on 28th September 2023 Report this content
Why are their customer service department so unhelpful when trying to resolve a faulty sofa? No ownership and no apology and overpriced for quality of furniture how do we get a refund?

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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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