Sofology - Hedge End Avis 

The purchase of our sofa was an excellent process from start to finish. World class customer service from the Hedge End team which we can highly recommend. Pressureless, patient, superb product knowledge and all designed to give the customer a great experience. The importance of human service in a rapidly changing AI world.

Fabulous staff and service thank you. I was particularly impressed with Steve who I met on my first visit and then Natasha when I ordered it.

Very pleasant experience for our first sofa with Dave been very helpful and giving us time

Great staff ,very clear on all my questions. A pleasant experience.

Marie, our salesperson approached after a while browsing and asked if she could help. She had great product knowledge and gave us time to consider our options. We are very pleased with the service and our purchase.

Ever since we first walked into Sofology we had nothing but problems. First we were told they don’t do sales so the price you see is what you get, only to proceed with the purchase and receive a promotional email that weekend offering a free footstool. This would have saved us £500 and after raising with customer services, they refused to accept there was any confusion and insisted we were in the wrong. Later when the soda was delivered, the footstool that we paid extra for was the incorrect colour. After providing photos they refused to believe me and I had to have a dragged out email conversation which eventually ended up with them sending fabric samples which I used to prove the colour was wrong. The footstool was eventually replaced but there was damage to the foam from an over tightened packing strap. We let it slide and thought it would come out over time, however it never has and they won’t do anything about this either because it wasn’t reported at the time… despite it being foam so we thought it was petty to raise this on delivery and not give it chance to bounce back.

We paid extra for the insurance and when trying to claim on small scratches caused by our cat, they refused to cover it stating it appears to have built up and we didn’t report it the second it happened. Apparently they expected me to raise an insurance claim the second my cat scratched it once and every time subsequent time after that. I explained that this would only cost them more money since they would have replaced it multiple times rather than once, but once again they insisted on this point as a loophole to not provide cover.

Now, 3 years or so after having the sofa, we’ve not even paid the finance off and the springs have gone on one side. We’ve treated the sofa very well yet the springs have collapsed and started to rub on the frame below creating a horrible creaking sound. It’s also uncomfortable and causing me back pain. I’ve had an engineer out and because they cannot find a ‘manufacturing defect’ Sofology are once again refusing to cover it. According to the terms and conditions of sale, springs are covered in the 20 year warranty but they won’t cover because there is no fault. I’ve asked them multiple times throughout the complaint process how they deem this to be fair ‘wear and tear’ on a what was sold to us as £1,500 high quality sofa that is meant to last 20+ years based on its warranty. I urge you to avoid at all costs. Despite their customer service team being polite, they continue to accept responsibility on every occasion and will find a way to avoid holding up their agreement.

Team in store were excellent, great knowledge and made the experience very easy.

Mathieu was very friendly and efficient, explaining everything but not over pushy in terms of sales. Excellent service so far.

Mathew was very cool and helpful going the extra mile for us and understanding our needs. Great selection of sofas and clear pricing.

Helpful staff and easy to purchase a sofa.

Staff was great help and offered us amazing service

*edit* they say to email but when you do they offer no further help, thanks for wasting more of my time

Great experience in store, loved the sofa, but the one arrived felt completely different, wasn’t comfortable, at all, and the power head rest puts your neck in an incredibly awkward and uncomfortable position

None of these matters seem to be issues as far as Sofology are concerned

Stuck with a sofa we don’t like and Sofology handed off the complaint to finance provider at the first opportunity

Had an amazing experience shopping at the hedge end Sofology, Mathieu was a great help and was amazing in helping us find the perfect sofa and accent chairs to go with it. He showed exactly what we was after and all the options we had for what we were looking for. When returning to the stores few days later he noticed us immediately and remembered exactly what he had put in our online basket as option. He was very helpful in completing are order and helping us finalise what we wanted. Couldn’t recommend sofology and Mathieu enough, really was an amazing experience and was made very easy for us.

No pressure to buy a sofa, like other stores. Si was very patient and helpful as we were in store a long time. He went through everything about how to look after the sofa.

Very pleased with Sofology , so much choice in sofas, I bought my last sofa from sofology over 5 years ago and still in good shape .

Absolutely shocking company that is not customer focused at all!

It’s been lies after lies, no same member tells you the correct information, you find out from another member of staff that the previously information is incorrect which leads to frustration.

We were originally told 10 weeks minimum 12 weeks max which we later found out was wrong information.

We were told 15 weeks all together but currently standing at 17 weeks and 4 days and that’s not for home delivery. So they are out of the agreement.

We were told by the assistant manager that a deposit didn’t need to be paid when ordering.

Store manager laughing within the situation at his entertainment

We requested a swatch so we could find material to make cushions etc but they sent us the wrong swatch (which we later found out)

Still waiting for head office to call my wife, it’s been 5 working days.

Social media response person has closed my ‘complaint’ but nothing has been resolved.

We just want to cancel our order because through the whole process we have been lied too, there is no confidence within the company AT ALL!

Please please please do your research and have everything in paper trail because they aren’t interested in your needs but instead your money.

We wish we never went with the company, it’s appalling

Sofa looks great but we haven't got it yet so it's too early for a review.
Staff were great but it's too early to review delivery or after-sales.
Overall, it's annoying being harassed into a review at this stage.

Emma was very polite and not pushy. She was so knowledgeable about the sofas. She listened and let let us explore. Once we’d decided to buy, she made us drinks and completed the sale information whilst we sat on our chosen suite. Best sofa shopping experience (and I’ve bought a lot of sofas).

We went to several sofa shops but when we went to sofology and Radhika welcome us offered her help and after We made our choice She explained about the materials, colours the payment options, delivery dates and how to care for the sofas She was great very knowledgeable and made such difference on our purchase