Sofology - Cambridge Avis 1 610

Sofologist was very friendly and knowledgeable.

Storm and Megan were great.

I visited Sofology and made it very clear at the point of sale that the sofa would need to be delivered in parts so it could fit into my home. I was reassured this wouldn’t be an issue and trusted their advice when placing my order.

When the sofa arrived, it did not fit through the access points, exactly the situation I had raised beforehand. Despite this, they have refused to refund my deposit, even though I relied on their guidance when making the purchase.

The level of customer care has been shocking. There has been no accountability and no effort to resolve the issue. I have effectively been left without a sofa and out of pocket. To make matters worse, they attempted to charge me 25% of the total cost on top of everything.

I would not recommend purchasing from them. Based on my experience, I would strongly advise against relying on their advice, as it proved to be completely inaccurate

Very helpful person, who took us through the options and answered all our questions.

Great help with finding the right sofa

Really knowledgeable team. I believe we were served by the store manager. We were left with a coffee to discuss and decide how we wanted to progress.

I went to sofology because I wanted a premium brand and service. I was even told this in store. "Sofology don't do deals because they are a premium brand."

Firstly if you order in store you do not get a 14day money back guarantee. You only get 48hours to amend your order, the tough.
For me this was no problem I amended my order within 48 hours, go through to someone no problems, was reassured everything was taken care of.

But I would recommend going in store to try the sofa and see them, but then you are better off ordering online.

Sofashield and care kit was just added to my order without full explanation of what it was and what was included. (Which was fine I would have taken it anyway as I have pets, but still.)

I waited the full 22 weeks for my sofa, again fine it's what I expected with made to order sofas. However you pay £129 for delivery, again delivery drivers are ment to walk through, unpack in the room and set your sofa up where you want it. A dodgy grey and dirty looking van turned up, two men who spoke in their own language with each other. They unpacked my order in the van, there was a bolt missing and the base fabric of my £3k sofa was ripped, to which they tried to hide. I called sofology while they were still there as I was going to refuse my delivery, despite the delivery guy trying to tell me it would be fine and thats the second one thats come like that today, the bolt was not needed. Needless to say it's not fine as I demonstrated to him, I was unable to sit on the middle section of my sofa as the foot didn't stay on and it collapsed down.

Sofology transferred me to the correct team (despite saying on the automatic messages they cannot, probably because I wanted to refuse delivery of my sofa.) Anyway the girl on the phone was great and had someone with me on Saturday to fix my sofa.

The delivery team left super quickly, I then realised they left the sofa in the middle of the room, I have spinal issues and ordered a sofa to support my back. I was then left with a 3 seater recliner sofa, not in the right place and couldn't move it into place.

The next day I received my finace agreement and they have not rectified my agreement amount, so I am now paying £499 over the amount I should be paying. I have called sofology and was told someone will call me back if they can see a fault. Yet the lady on the phone did the maths and said yes she can see there has been an over charge, so I asked for a guaranteed call back, she said someone will call me within 48hours. I also sent an email on the same day, and I am yet to receive a response. I re emailed again today, along with the finace company, to which if I do not hear back I will be having to take further legal action.

Sofa arrived damaged and not fit for purpose as I was unable to sit on it for 3days. Over charged for my goods, with no response to my call or email. The sofa its self now it is fixed is comfortable and supportive. However, £3k for this many issues. It's been a huge and expensive lesson learned. This is far from a premium company or experience.

I have attempted to responded to the email given below, but got an unable to deliver email straight back.

Sofology has since rectified this issue and corrected the error. It's a shame that it took this long and was made this complicated, but Olivia called me yesterday and she was super helpful, eventually getting it resolved.

Felt a bit rushed, felt sales person was eager for a sale,was only asked did I have any questions after agreement was signed but must add he was polite,can understand eager for sale in the present climate ,Many companies having to shut there doors. I am eager to get my new furniture as it was just matched my needs

Great service and experience in the store. Storm was welcoming from the start. Once we told her what we were looking for, she was very knowledgeable and directed us to the sofa that we actually ended up buying. The Cambridge store has a vast selection of sofas which was so important to us as we wanted to try it out before buying. We look forward to enjoying many years on our beautiful sofa! Thank you :)

Excellent customer service!
Easily 5 stars *****
Storm in sales was excellent to deal with, professional throughout, detailed in everything and very friendly.
We had a great experience!

The staff were welcoming, friendly and knowledgeable. They made the experience simple by explaining the ins and outs in a straightforward manner. It almost felt like we were at home. We really cannot wait to receive our new sofa.

I went into the store with a definite idea of what I was going to order. Lisa was very patient with me and showed me all the new options available but didn’t pressure me. I was very impressed with her as she made me feel at ease. I ended up buying one of the new options.

Great collection
And great service
Customers care staff by Storm was really great

We were served by Storm who was training Mel. Storm was very thorough, friendly and knowledgeable. We purchased a 3 piece suit and came away very happy and fully informed on all aspects. Now looking forward to getting delivery of the couch!

We had a really great experience at the Cambridge branch thanks to Storm and Ryan. They were both extremely helpful, friendly, and knowledgeable from start to finish. They took the time to explain everything clearly, answered all of our questions, and made sure we felt fully informed throughout the process.

Nothing felt rushed, and their professional but approachable attitude made the whole experience much easier and more reassuring. It’s clear they genuinely care about providing good customer service.

Thank you both for your help — it was very much appreciated! 😊

Friendly and knowledgeable team. As we entered we were approached and pointed to areas where we could find the type of sofa we were looking for. We were left to look around on our own with no pushy sales chatter, which we loved.
Friendly salesperson approached when we were ready. He was knowledgeable and able to answer our questions and offer appropriate suggestions. A very pleasant experience altogether.

Great staff, very welcoming but left us to browse. When we needed help they were very professional and informative another the products.

The service was exceptionally good. The young lady,Storm, who sold us our cair was very knowledgeable, and extremely helpful and personable.

Ethan was brilliant. Really helpful and explained everything