Sofology - New Malden Avis 

Left alone to try out the different sofas but good information given when I needed it.

A good collection of sofas - swatches displayed easier to see fabrics - sales assistant explained what was on offer and different options in terms of power assisted leg rest etc - Not pushy at all or too "salesy"
Better quality than some competitors for similar price. We managed to get waht we wanted with a few extras, for the same price as a standard sofa

From moment we stepped into store our needs were listened too. Extremely knowledgeable sales lady, making whole experience very good.

Sofa which cost £2000, so alot of money. We would have expected better service.
It was due to be delivered yesterday from 14.15 to 18.15. My husband took annual leave to ensure someone was home to take delivery. He checked the tracker at 14:10 and it said 'sorry, we were unable to deliver your furniture today'. He was home the whole time. No phone call to let us know if there were any issues. He spoke to someone on sofology on their live chat and they said they will look into this asap. Still no answer 24 hrs later. I called sofology number, the lady said she does not know why they could not deliver, there are no notes on the system. She said she will pass it onto another department. She said it will take 72 hrs for a reply. This is very disappointing as we deliberately bought from Sofology as we bought a sofa from DFS 10 years ago and it has been good quality. We understand they are part of the same group of companies. We are upset my husband took a day off work for this. The communication has been very poor. We are none the wiser why you could not deliver yesterday. We are worried that any subsequent deliveries will have the same issue. Basically it shows a real lack of respect for your customers - no communication. Please can you get back to us asap?

Thanks

Addendum -
Your email for me to complain to does not work. The email bounced back. Pls supply another email.

Great customer service- sales rep took time to talk and discuss various options.

Junior was very helpful

Junior was super helpful and friendly. Really knew everything about the sofa we liked and would absolutely recommend Sofology to anyone looking to buy.

After going around a few sofa shops, we were not hassled and Nip was great at explaining everything. So much so we went back the next day and ordered our new sofa’s

Sales staff were very knowledgeable and informative. The showroom was well laid out.
Big shout out to Sam.

Great sales staff who really know their product clean and spacious sales environment with no pressure overall a very positive experience

Great member of staff who knew all the info and details of all sofas

Very helpful salesman - no pressure at all

The sales representative was not pushy, knowledgeable and she made us feel very welcome.

It all started off so well, the staff at the New Malden branch were very helpful.
However when the sofa was delivered the stitching didn't line up and the left hand section of the sofa looked like it just didn't fit with the other sections.
A technician was sent out, upon arrival he said this is a common problem with the Marvella sofas and went on to say we needed to dress the sofa. This meant banging & pulling the fixed cushions in order to try to get the stitching to line up, this didn't work.
After complaining again another technician's visit was booked and the same engineer arrived!
This time he removed the lining from under the sofa to check if the frame was in line, which apparently it was and he could do nothing further.
Yes the sofa is fine to sit on but looking at it is a different story. We were told that we should accept the stitching to be out as the sofa is handmade so basically they are saying if I was to order a handmade suit and it arrived with one leg longer than the other you should just accept it as you can still wear it this is absolute rubbish.
We went back to the store and the manager couldn't believe the photos we showed him so sent a complaint in on our behalf but this hasn't made any difference.
Maybe Sofology should have our sofa in their store to see how many orders they get.
We are left with a sofa that we are unhappy with and now they are expecting us to pay for an independant sofa technician to come and look at it.
DO NOT BUY FROM SOFOLOGY, THEY ARE NOT THE SOFA EXPECTS THEY CLAIM TO BE.

Elena was extremely patient and very helpful throughout. Glitch on retrieving email (solely my fault) was sorted by Elena and her Manager again very patient and helpful lady. As a returning customer hope sofa will also be up to expectations on delivery

Excellent support and advice from Sam at the New Malden store

Very helpful and polite.

Sam was extremely helpful, leaving us with a clear understanding of the options. This made it easy for us to agree on the sofa we wanted.

So far so good. The sales rep was very helpful and informative. I can only hope delivery and after care is as good