Sofology Orpington Orpington

Reviews

1. Ashutosh Sharma ★☆☆☆☆

   Overall experience was horrible starting from sales to delivery. First of all they sold us sofas saying we can cancel anytime but then refused afterwards. It was a big mistake from their side and they wasted our whole 3 days making us call up customer service and visiting the store back and forth. Secondly the sofa delivery boys did such a shabby job in making the sofas, the wires were everywhere, the sofa has a friction rub on the cloth, and they didn't even place it correctly. The sofa had unbalanced legs as well so one sofa was lower than the other. We were told that Sofology is a premium brand but our experience was a huge nightmare.

   almost 8 months ago
2. Kraig Francis ★☆☆☆☆

   DO NOT PURCHASE ANYTHING AT ALL FROM SOFOLOGY!! **Message to sofology, no I won’t be sending you an email as you have advised other customers. Just call me as promised to get this sorted if you want to save your business! Their customer service is absolutely appalling! I’ve given 1 star because I have to but they certainly do not deserve anything at all. Mollie or molly at the Orpington branch is a liar. I was completely misinformed. She told me when I purchased the sofa that sofology would call me with a delivery date and I could discuss the further care cover with them when they call me. I never received a call but I received a text message and an email with the delivery date. So I called customer service to ask about the extra care cover and the person I spoke to wasn’t able to inform me of what the cover actually includes and advised me that she was not able to transfer the call to someone who could inform me but she would request that someone call me within the next 3 days. This never happened so I called customer service again to ask about the care cover and about my delivery. I spoke to a Scottish lady who spoke far too fast and wasn’t really very informative. She also assured me that my sofa would be delivered by sofology employees not a sub contracted company. On the day of my delivery I was called at around 4pm by Brad from THE SOFA COMPANY a SUB CONTRACTOR to let me know that unfortunately they were not able to deliver my sofa today because the driver has had an allergic reaction to something at a customers home so he could no longer drive. So my new sofa would have to be delivered another day. I then asked Brad to speak to his manager to ask what could be done about this. His manager then called me to explain that nothing could be done to get my sofa to me today. He was extremely rude and aggressive and wouldnt allow me to speak and ended the call. I then called customer service again and spoke to Sean and was informed that the information I had received from the sofa company was correct and the sofa would have to be delivered another day. I told Sean I was on my to the Orpington branch to get a FULL refund and he didn’t tell me any different. I then arrived at the Orpington branch and asked to speak to a manager and I was told by Molly or Mollie that no manager was at the store at that time. I asked molly or mollie why she told me sofology would call me with a delivery date. She tried to deny that’s what she told me. She also told me that I was not able to get a refund from the store I would have to call customer services to request that. So I left the store and called customer services back again and spoke to Steven. He told me that he was unable to issue a refund because a case was still open for a manager from head office to call me in the next 72 hours because I had made a complaint. So yet again I had been misinformed. Steven informed me he has now sent 2 more messages to the management at head office to request an urgent call back! So I’m now waiting for a call back to get a FULL refund and compensated for all the inconvenience. Called customer service again 3 times today. Every advisor I spoke to gave me different information. So I decided to visit the store in Orpington again and demanded that the staff call someone to sort this out. I spoke to Sophie on the phone a senior member of staff and she advised me that no escalation had been received! Can you believe it?! 5 days of my time completely wasted! Who exactly was I speaking to previously? Are they even a company? I really could not believe what I was experiencing! Sophie is going to speak to another department tomorrow 31st October 2025 and call me back before 17:30. We’ll see how that one goes but I’m not holding my breath! If you can’t offer the service you don’t get my money. I’ll go elsewhere to buy a sofa who can offer an excellent service. They just want your money and not offer the service. Please please do not purchase anything from sofology. Your life will be made an absolute misery. Awful awful place!

   almost 9 months ago
3. Alex Tringham ★☆☆☆☆

   Terrible after care support. Refusing to have item returned. Sofa was delivered 8th September and I have since been trying to return it. I have called 9 over a 4 week period and have been promised a callback to order collection within 24 hours each time. I have not received a single callback from them.

   almost 10 months ago

1. Gabriel Ng ★★★★★

   Our family had the pleasure of recent sofa purchase taken care by Nicole Lippi one of the customer advisor - She was super attentive with great customer service skills and had plenty of suggestions in various sofa variation and advised on design and specifications as we visited the store twice. I'd recommend Nicole to any ongoing customers visiting the store. She's definitely one for the best advisors we've experienced and made our purchase seamless. After care was great too, Nicole followed up with queries related to invoicing and had even called to update on resolution. We will surely visit Sofology Orpington again for any furniture purchases. Best, Ng Family

   almost 10 months ago
2. Leah Thompson ★☆☆☆☆

   Review is in respect of after care/support by Sofology customer care team and not store who have already tried to help but efforts blocked by central customer care team. After placing expensive order for 2 sofas, we were expecting delivery on 16/8/25. Advised delivery time between 7am and 6pm. Delivery arrived after 7pm. Upon entering property, delivery driver noticed that architrave on one door frame had been painted earlier that day and it was his recommendation that we do not take delivery. He firmly advised us that he would return sofas to warehouse and they would be loaded onto lorry for delivery the following working day which would have been 18/8/25. Yesterday we were advised delivery now not until 29/8/25 and Sofology are refusing to support with earlier delivery, simply washing their hands of the matter despite being advised that we did not refuse delivery, it was merely that recommendation of the driver that delivery did not take place. We have several reception rooms in the house and he did not offer nor try to deliver sofas to any of the other rooms. He was clearly just wanting to finish his shift and get home instead of fulfilling his responsibility. We are now left for over 10 day with no sofas when I am due to give birth tomorrow. Such appalling lack of empathy and support from this organisation.

   1 year ago
3. Katherine Brewer ★★★★★

   I really don't understand the poor reviews. We came in today and we were greeted and assisted by the very knowledgeable Karim. We were in store for around an hour and he answered all of our questions as well as explaining all the various buying processes. We have come home, remeasured the lounge, logged onto mysofology and ordered the sofa he saved for us. Bish bash bosh. Thanks!!

   almost 3 years ago

1. Ris AR ★☆☆☆☆

   I really do get the reviews now that I have experienced it first hand. Went with my mum who is recovering from surgery after two major ops. This was the first time I'd taken her out and she is sofa less so wanted a nice sofa quickly. Salesman Courtney served us. He was very inappropriate in the way he was with me in particular but mum liked the sofa so she put down a sizeable deposit. A day later mum was concerned because an item on the online receipt was not showing up. She called Courtney but he brushed off her concerns telling her not to worry. At over £3000 for the sofa, my mum had a right to worry and question. Days later with mum still not reassured I suggested we try dfs (Crittles Corner) as they had a sale and we hadn't tried there. We ended up with an amazing sofa at half the price. The sales man was also professional and knowledgeable. We were also given a receipt showing the breakdown of the items brought. We were not given this at Sofology. Straight after we went to cancel the Sofology sofa. Courtney was noticeably angry saying that he works towards targets and that us cancelling was not good news. Mum felt so uncomfortable, I was just angry and shared my concerns with the manager and another member of staff, one of who was lovely and understood my point. However, I was happy to get mum out of the store as the atmosphere was terrible. If I was not with mum they would have taken advantage of her for sure. I will not shop at this store again. ----------- 5 months have gone by and no apology from this company. Terrible!

   almost 4 years ago
2. Tracey Oakenfull ★☆☆☆☆

   I would never recommend this shop. I took delivery of my new corner sofa yesterday. The guys was attempting to put the feet on the sofa. But was not able to as there was a problem. There for I have part of the sofa with feet screwed on and broken and other without. Making it impossible to use. I telephoned the service department and was told I need to wait another month before A technician can come out. I would never ever use Sofology again. And would never recommend. Please bare in mind at a cost of over £4500.00 this is not acceptable.

   almost 4 years ago
3. GWM Autos ★★★★★

   First visit to a sofology store. The customer service, attention and help given by David and his colleague Carlon was exceptional. Spent time showing me different options, the swatches and how sofas look (in store and on tablet) I nearly bought my choice sofa on the spot but thought it better to be prudent and shop around. Looks like I will be going back to make my purchase.

   almost 4 years ago

1. James Dunford ★☆☆☆☆

   This is quite likely the worst customer service I have ever experienced from any company worldwide. After ordering a recliner chair six weeks ago, the chair was out for delivery and we were called on the day a short time after placing the order in store. We were given a delivery time “we will be with you at 11am. That’s the last we heard from sofology. The delivery driver eventually answered his mobile after 35 attempts when they were 4 hours late to tell us that the chair was not actually loaded onto the van. We were told sofology would be in touch to re arrange a delivery but they didn’t. I’ve left 10 messages not for a manager to contact me and they just ignore you. The phone lines are one hours waiting minimum and then they put the phone down when you finally get through. I just want a refund but it seems I am going to have to fight until the bitter end to get it. I would honestly urge NO-ONE to ever use this shockingly bad company, it truly is professionalism and customer service at its very very worst!!!

   almost 4 years ago

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