Sofology - Nottingham Avis 3 175

Great help and helped me get the exact sofa I wanted

Very professional and helpful

Order Number: 395304711

Avoid Sofology if you value honesty, communication and reliable customer service.

I want to start by saying that the sales consultant who helped us in store was absolutely exceptional. She was knowledgeable, professional, friendly and genuinely went above and beyond to help us choose the right furniture. She is a real credit to Sofology and, unfortunately, the only positive part of this experience. Sadly, everything that happened after placing the order completely let her down, along with the reputation of the company itself.

Three weeks ago, I was told my sofa, chair and two footstools would be delivered on a Friday. I arranged my schedule around that date, only for the delivery not to happen. No proactive communication, no apology and no explanation.

I was then contacted and informed that my furniture was in the warehouse and could be delivered on Sunday 24 May. I explained that this was impossible as my partner and I were due to go away on 23 May. I was assured that delivery could instead take place on 22 May.

Trusting Sofology's word, my partner took another day off work and waited at home all day. After hearing nothing, I called Sofology only to be told that the furniture would, in fact, be delivered on Sunday 24 May – the exact date I had already explained was not suitable.

So, after multiple promises and two confirmed delivery dates, I have no furniture and my household has lost two working days because of Sofology's failures and lack of communication.

What is particularly frustrating is that on neither occasion did Sofology contact me to tell me the delivery arrangements had changed. Both times I had to chase for information myself. Customers should not be left wondering whether a delivery is actually going to happen or forced to spend their time repeatedly calling for updates.

This was not a bespoke order. These were stock items. I paid a £1,000 deposit and arranged finance for the balance, yet Sofology has repeatedly failed to deliver what was promised despite assuring me the furniture was available and in the warehouse.

The level of disorganisation, poor communication and disregard for customers' time is astonishing. Taking time off work once is frustrating enough; having to do it twice because of promises Sofology failed to keep is completely unacceptable.

The sales consultant did everything right and deserves recognition for her professionalism. Unfortunately, the systems, communication and customer service that follow once an order is placed fall woefully short of the standards she represents.

I have now requested cancellation of the order and a full refund. After this experience, I have absolutely no confidence in Sofology's ability to fulfil even the most basic commitments to its customers.

A fantastic salesperson let down by a deeply disappointing company process.

Daniel in their Nottingham store is brilliant. Really patient, not pushy and he knows their range really well.

I was treated very well and allowed to sit for as long as I needed. When I went back 2 days later to confirm and buy I was remembered and it was no trouble to explain things. I wish I could rembember the name of second man that helped but Daniel helped first.

Very positive and relaxed experience. Sales staff very helpful and not pushy to secure a sale.

We did not feel rushed and there was no “hard sell”

Haven't had delivery yet, but the buying experience was great.
Lini was a breath of fresh air. Been to another shop beforehand, was hounded and pressured. She left us to browse, when we'd made a decision she was chatting (very knowledgeable) about the products, and Jeff the dog. A credit to the store and a wonderful, funny person.

Everyone was so helpful without any pressure too buy

Over promised under delivered.poor customer service,caused us a lot of stress

Great service from Jay. Really knowledgeable and went above and beyond.

The service was excellent, product information, care and delivery given to me by Danni was second to none. I look forward to receiving my sofa.

Evie didn’t just help me find a sofa — she completely turned the whole experience around.

I went in feeling overwhelmed, unsure of what I even wanted, but she just got it. The way she listened, asked the right questions, and somehow narrowed everything down made it feel effortless. And then she found it — not just a good option, but the perfect sofa.

What really stood out was how easy she made everything feel. It could’ve been stressful, but instead it felt smooth, even enjoyable.

Honestly, I didn’t just leave with a sofa — I left thinking, Evie absolutely nailed that.

The team took time to explain and were very helpful

Experienced no end of issues with our new sofas. Ordered in January after visiting the Nottingham branch and had next to no communication from anyone at Sofology after ordering. Was given a "rough" timeframe of 8-12 weeks, which is understandable with large pieces of furniture. My main issues were not with the staff at Nottingham Sofology but the customer service centre. We received an email stating they would be delivered on the 14th of March. Therefore, we sold our previous sofas the day before in preparation (as anyone would). To then be told on the day of expected delivery that they were unable to complete our delivery and to contact Sofology bookings team to reschedule. Called to reschedule and was advised I needed to call back at 17:00. Called at 17:00 to then be told we needed to call back the next day. When calling up to reschedule I was then told the next available day was the 28th of March. Going 14 days without a sofa is ridiculous for a large family. We were pushed and shoved between the customer service centre and the Nottingham branch which finally led to a refund of the delivery fee (after numerous emails and calls). I have no trust in the delivery service of this company and would not recommend. By the looks of it, this appears to be a common issue for them to cancel deliveries last minute, leaving families with no furniture.

The seller was not entirely honest. He claimed that another company could collect the old sofa and would definitely do so, but that did not happen.