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“Non-Existant Customer Service”

written by AndyTaylor98 on 20/11/2021

Customer Support is non-existant.

To be honest the entire experience has been nothing short of shocking.

To start the chaos I was unable to complete my finance application in store, as I had recently moved house that was understandable and I was asked to complete further checks witht he finance company which I did and the finance was approved and the store were informed to add it to my account.

When my sofa was ready for delivery I was asked to pick a delivery date which I did, a Monday, via my sofolgy to be then asked to pay my £3k balance. It turned out the store had not added my finance to the order and I could not set a delivery date until tha balance had been paid or finance applied, something that took almost a week to sort out.

The farce continued when the finance was added and my delivery date was confirmed for the Saturday (!) on my sofology but the store assured me it was set up for the Monday.

My lounge is on the second floor but the store assured me that wasn't an issue as the backs came off the sofa and would easily fit up the stairs.

On the day of delivery, which was the Monday eventually, a "man and van" turned up with my sofa. They were surprised to learn it was on the first floor and told me that as they were not from sofology they were unable to take the backs off the sofa. So struggling up the stairs they brought the 3 sections up, in doing so they ripped the wallpaper off the wall thus losing me my £800 damage deposit on my rented place - my sofa just went up in price by 33%!!

On unwrapping the sofa the middle chair had a completely different shade to it which looks ridiculous.

The delivery team said they would contact "driver support" and someone would be in touch. 2 weeks later and with zero responses to social media or the ticket I raised (which the phone invited me to do since I was number 77 in the queue) I went back to the Bolton store who "escalated" the ticket, after a week I contacted them again to be told that the ticket had not been looked at and "thank you for my patience" A week later and I was told someone would ring me that day - again this didn't happen.

To add insult to injury we were convinced to add the SOFASHIELD PLATINUM FABRIC FURNITURE PROTECTION to our order to ensure that if we ever had any problems with our order it would be "immediately and swiftly" seen to - What a joke I would hate to see what "slow" looks like to these people.

Further more we paid for Sofaglide on the footstool which also was not installed or provided. £300 on extras which aren't delivering

It's quite clear that when you're buying you're the most important person in the world and especially if you are buying the extras.....but one you have an order number you are just that a number and no longer cared for.

So here I am 4 weeks after delivery with a defective sofa and an extra cost of £800 for my security deposit which I'd never planned on with a £3,200 sofa to cost me £4k!

Quite frankly if I someone told me I could send it back and never have anything to do with sofology ever again I would snap their hands off. I can't, but you can - I recommend you think twice before handing over your hard earned cash to a company with zero customer support.