Sofology

WARNING: AVOID AT ALL COSTS! My blood boils just thinking about the atrocity that is the leather recliner Sofa from Sofology.

My wife and I were fooled by their flashy advertising and the promise of a 20 year guarantee, so we decided to shell out a whopping £2500 of our hard-earned savings on this monstrosity. It took months to arrive and when it finally did, we were initially thrilled. But that feeling soon evaporated as the seats began separating on their own, which was annoying but tolerable.

But things went from bad to worse when, just two years later, the recliner's bottom stopped working and the metal bracket simply snapped. Of course, we thought, thank goodness for that 20 year guarantee - surely this must be covered, right?

Wrong. When we contacted Sofology and sent them pictures of the broken metal recliner frame, we were informed that the guarantee only covers structural issues. What a load of rubbish! What do they call it when the metal framework snaps?

Apparently, that's only covered under their measly 2 year guarantee - which had already run out.

Can you believe this?! Two guarantees - one that they promote but won't honour, and another that only lasts for two years. It's a complete joke, and typical of cheap, shoddy manufacturers who care nothing for their customers. We paid a small fortune for a sofa that only lasted two years - what a rip off!

Sofology have conned us, and to make matters worse, their customer service is non-existent.

They're peddling lies with their so-called 20 year structural guarantee, which they won't pay out on when a structural problem actually arises.

Save yourself the heartache and avoid shopping at Sofology at all costs. If you want quality, look elsewhere - because you certainly won't find it

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Bought Sofology Maxwell 3 seater power recliner sofa & 2 seater standard sofa after doing a lot of research in June17 despite some negative reviews regarding their product quality & customer service after being carried away by their smart showrooms and discussion with the Edgware Branch sales team. I was also concerned about these sofas made in China but was assured that the Chinese manufacturer-Violini was one of the largest global suppliers.

On delivery in Aug 17, I noticed that both the sofas has their hand cushions with significantly less foam filling so I refused delivery but was blackmailed into accepting it as they would neither replace it nor give a full refund. To pacify me, they sent their technician who flatly denied my claim saying this was within normal limits. I again raised this complaint after 6 months and despite them sending an independent technician this time he too refused to accept liability thus toeing the companys line again as he was paid by them. This is similar to number of other complaint on various Sofology review sites confirming the company practice of denying any claims including those within warranty period and sending technicians just to show they are taking customer complaints seriously.

Within 3 years of using the sofa at the start of Covid in June20, two seats from my 3 seater and both seats on my 2 seater had significantly started to dip and sag but I couldnt do anything because of the lockdown. Once Covid situation opened up, I reported this complaint to Sofology so after a few months, they sent a technician who again conveniently claimed that the foam seats were faulty and not the sofa foundation/structure-Serpentine springs without even removing the seats because the latter was within the 10 year structural warranty but the foam seats were not. He also saw the depressed hand cushions and agreed there were very low on foam but said that was only covered under a two year original warranty so he sheepishly admitted he couldnt do anything now about it. I was very upset with the dipping/sagging situation on both the sofas as it was causing me severe back pains but the technician was adamant that the foundation ie suspension springs were fine without even removing the seats to check if the under - warranty Suspension springs were faulty as they would have to replace the Serpentine springs and the damaged seats at a much higher cost.

This is consistent with the strategy that Sofology has been employing as seen from most current reviews too. The company then asked me to pay for 4 new foam seats they would fit & supply from their Chinese manufacturer which would take over 3 months. I had no option but to agree to this despite feeling cheated for the second time as I was desperate to get the sagging in the sofas resolved ASAP. I paid the amount in full and got written confirmation that when the new seats were replaced, if the foundation was found faulty, the company will replace the seats and suspension springs at their own cost.

After 1 mth of placing the order and paying the full cost, I was informed that the order had not even been placed with the Chinese supplier. After another month, I got a call from Sofology to say that they couldnt source the seats from their Chinese supplier as they had stopped sourcing from them. So I checked with someone else at another Sofology outlet & was told that they were still getting sofas made by Violini but Sofology refused to use a local upholstery maker to get the new foam seats manufactured and fitted as they never had any intention of getting this problem resolved. I then spoke to a CheckerTrade rated UK upholstery furnishing company who told me that in their vast experience of dealing with such complaints, a dip in a Chinese-made sofa is most likely caused by faulty foundation i.e.

webbing/suspension springs than foam seats though Chinese made seats were also of very poor quality.

From this awful experience with Sofology which is not an isolated case, it is clear to me that the company not only supplies poor quality Chinese-made sofas but also has a non - existent customer service and more importantly, cannot be trusted as they deny all genuine customer quality complaints even when within the warranty period. I think by highlight my experience in detail other unsuspecting Sofology customers need to understand that they are making the biggest mistake by buying any furniture from Sofology.

When such poor quality companies like them fool potential customers with glamorous TV ads and spruced up showrooms but in reality, everything they do is not fit for purpose, its time that potential customers stop ordering from them to save future disappointment while losing their hard earned investment in such furniture. It is sad that most new customers also go by the initial 4/5 star possibly faked reviews which mainly deal with delivery and the initial aesthetics of the Sofology furniture instead of taking such quality and service complaints seriously enough to STOP ordering any furniture from SOFOLOGY which in my view, has a very poor quality Chinese- made product and a non-existent customer service track record.

My sofa is broken. I have been going through a shambles of a process of replacing it.

Half of my new order is ready for delivery and half of it was missed. I have made several calls and have been called several times by the delivery team. Every time I ask to escalate my complaint I am fobbed off with I promise Ill call you back Mrs Stuber obviously never to hear from the same person twice, this has been going on since before the summer. I still have a faulty sofa.

I still am waiting a call back. I still am struggling to understand why this situation is so difficult to resolve! I wait for your call.

And an apology and some kind of compensation. What on earth is the pint of having extra insurance in the event of something going wrong???

PLEASE CALL ME!!!

Tess Stuber PL210RP