Sofology - Chester Avis 

We bought a sofa after 10 weeks it arrived, and rather than stand over the delivery team we foolishly left them to it, after a period of silence we looked to see how they were getting on but the had sneaked out the front door leaving us with a sofa that did not work or an instruction manual as to how it worked. we contacted the Chester store where we bought it who kicked the can down the road to the service department what a joke they were, the first person we spoke insisted we crawl on the floor to get the serial number before he would continue we are both in our seventies and he knew it no one ever contacted us we had to do all the arrangements and keep phoning back to see what was happening, after a further 2 weeks a third party engineer finally fixed the problem he provided the missing cable and gave us a full demonstration on how to use and take apart something Sofology should have done attitude was we got your money now pop along, to cap it all we received a ridiculous email from a character called Mike Lloyd who said everything bar sorry our advice don't go there they are all talk we have had an electronic reply no one can be bothered to pick up the phone we have their money so dump them on a third party so how can we trust the garantee from Sofology as I have paid with a credit card may as well get our money back it is still within the time for a claim

All good John was very knowledgeable about the products , & gave us all the details information to decide what we wanted , it was our 2nd visit to see John to order our sofa & chairs .

Everything on time as you say and packaged well delivery people excellent as were sales staff overall pleased 👍

Nic was fantastic at making us feel comfortable, it was more like discussing our purchase with a friend than a salesperson! She is a credit to your brand!

Greeted with smile and agent was happy to help couldn’t do enough happy to visit store satisfied customer service thank you

Sales assistant very professional
Very helpful
Nothing was to much trouble
Coffee was good to.

Friendly and patient staff with great product knowledge. Phil and Kirsten were fantastic.

The staff in both the Chester and Speke stores really helped us to come to a decision on our sofa without being pushy about the sale. They offered expert advice which made the whole thing easier

Well layed out showroom, great customer service from staff who are informative, friendly and not pushy. Special mention to the lovely John.

when we arrived at the Chester store we were greeted by John the salesman he guided us through the different sofas we enquired about. Johns knowledge of the different configurations of the suites was outstanding. he guided us through the first sofa and we were that impressed we purchased a second sofa for the conservatory. John was very customer connected and no pressure to buy. Thanks John

Phil in the chester shop was brilliant.
We had called in a week or two earlier and Phil showed us a range of sofas. We couldnt decide so returned 2 weeks later. Phil remembered us, he was patient with us and not pushy with sales and knowledgeable with the product . It was because of Phil we did return and made our purchase. Thank you

Great customer service from Julia Lee. Very helpful and went above and beyond to help us make the right decision

Helpful assistant who did not follow us around the store but was there when needed. Provided helpful information and did not pressure or rush us

Great sales man. Really helpful

Failed delivery

The delivery should have been done by means of a van due to the location of the property.
This was communicated via the web based system, and a direct telephone call.
The notes, as advised by the delivery driver said as much. However, the delivery attempt was made with a lorry for a Kirb side delivery, which would be approximately two thirds of a mile away. Hence the request for a van.

A second date was offered however I was unavailable, yet delivery was attempted anyway.
After multiple telephone calls and apparently notes taken, and availability being advised a new delivery date has been booked when I am not available.

There is clearly either a lack of internal communication or an inadequate system to facilitate communication of information provided.

If the delivery cannot be made on a date suitable to me I will pursue a full refund under consumer rights 2015.

Unfortunately the saga continues, after nearly two weeks of failed deliveries and poor communication, both internal and to me an attempt to deliver was made today. firstly It was nearly two past the stated end time. then to add more insult to injury at least two of the three item was damage/of poor quality. the third didn't't even leave the van as Iwould not accept any of them, however judging by the state of the box of the third it was likely to be in a bad way too, possibly even worse than the others.
I was offered a repair service? REALLY on a new item. come on who accepts that?

Overall in summary a SHOCKING service both the delivery, or failed attempts and the quality. 💩

Julia was very helpful, demonstrated all options, answered all my queries on ordering and delivery.

We had a great experience here after being chased aggressively around another furniture shop we were greeted and advised that staff work on a none commission basis and just to ask if we needed help. On this basis we were able to interact as we needed and then we left alone to consider our choices. We were sent an online log in so we could choose at home in peace but we ended up coming back into store again and spoke with another member of staff who was also really helpful. I think the quality of products in this store is far superior to any of the others that we looked at the interest free credit option is also very welcome. I can’t say what will happen if anything goes wrong with our so for all we did buy additional coverage. And it seems like a good deal yes I would recommend.

First thing to greet you as you enter the shop is a lovely smell. All the staff we met were friendly, helpful & polite but didn’t humbug you. The furniture was great, good quality, lots of choice, most could be made in a variety of colours & sample materials were all to hand. We chose what we wanted & the young man who went through the sale with us made it so easy. A pleasure to do business with.

Phil @ Chester store was absolutely fantastic. You are never made to feel like a salesperson is chasing a commission at Sofology, and you approach someone when you are ready for more info.
We had been to several outlets in the Northwest, but never found just what we were looking for, and were never really impressed with any of the sales teams, who either pestered and told us what we wanted, or weren't able to answer our specific questions.
We kept getting drawn back to Sofology, mainly due to experience of the quality (we got our last sofa here 10 years ago and it is still going strong in our conservatory now) and by the fact that the sales team really know their stuff!
We spent almost 2 hours in the store and were provided with several cups of delicious coffee whilst we tried several seating positions on the sofa we had chosen. Phil was pleasant throughout, even when I changed my mind midway through the order to add optional extras! The process was smooth and pain free, and now we are just awaiting delivery!

Helpful member of staff and patient with our decision making