Sofology - Farnborough Avis 2 936

When I was looking for new sofa’s, I wasn’t hounded, I was given help and advice when I requested it. The staff were pleasant and helpful.

Unfortunately, I had to contact the store and head office to cancel my order less than 24 hours after the purchase was made, because one of the doors in my home is slightly smaller than the others and so the sofa would not fit in the room it was bought for.

Upon making the request, I was told their SLA to get in contact with me was 5 days, which they broke. On my second call to follow up with them, they told me someone would contact me that day.

2 days later I still had no contact, so entered into an email exchange with their customer service representative, Declan Bisping, where I was informed of the cancellation rules in their customer charter.

When completing the purchase of a sofa from the Farnborough store's "rehome" section, I was presented with a document to sign. I specifically asked the sales representative for clarification on what this document was and was told by the representative that this was your "Privacy Policy" and that the full text was available on your website.

Based on this verbal assurance, I signed the document. It has since come to my attention that this document was in fact the "Customer Charter," which contains restrictive terms regarding cancellation rights.

When a salesperson provides false information (calling a cancellation policy a "privacy policy") to induce you to sign a contract, they are likely in breach of the Misrepresentation Act 1967 and the Consumer Protection from Unfair Trading Regulations 2008.

Since I was informed that I actually signed a customer charter, not that I had read a privacy policy, Declan confirmed that delivery of my sofa was booked for 17th January 2026. I phoned on the date for an update, and was told they couldn't find my order number, and someone would phone me back first thing Monday 19th January.

I didn't hear anything today, so I made my 5th phone call to customer services to ask for an update, and they told me again that someone would call me to discuss it "within a few days".

Considering they have already broken their SLA's twice now for responding to my enquiries, I'll now be taking this matter further in order to obtain a full refund, along with the written communication I have from Declan.

Great service at your store today, very helpful sales person.

Sid was excellent all the way through the exploring and buying process. We looked at multiple sofa series in various configurations and he was always eager to make adjustments and provide valuable advice.
Excellent service.

This is the fourth consecutive sofa I have purchased from this store,good sales people and great service

Evan was very attentive and welcoming as soon as walked into the store. He did however not advise me of the £129 delivery charge which may have been cheaper had he told me to go order it from Guildford which is my closest store.

Exactly the models we were looking to choose from were in store, allowing us to make a confident choice. Candace was really friendly and helpful throughout, with great advice.

Good service from Charlie

Candace, was an absolute delight in guiding me through the purchase of my sofa. I had met Candace the day before with my mum and on acknowledging it was myself buying and not my mum, Candace was very attentive in ensuring I was heard, my choices mattered and prioritised my input. I came in the following day on my own and Candace used her expertise to guide me through the purchase and remained as personable as before.

Member of staff super helpful

Store nicely laid out and staff very welcoming and knowledgeable.

Had to hunt for someone to help us once we had wandered around and decided to go ahead with a purchase. Charlie had just finished with someone as I approached him and was happy with to help straight away. He turned the experience around!

The stuff bend over backwards to help you out you really should be sending me this after I received my sofa

Evan was incredibly helpful and a pleasure to deal with.

Barry was friendly and helpfully guided us through our sofa purchase.

Really easy and helpful

They are very kind and helpful

Candice was welcoming, friendly and knowledgable helping us to choose the perfect sofa for our needs.

Sofology seems to have created a great store to look for and purchase a new sofa. Abdul was very friendly knowledgeable and helpful. Thanks