Sofology - Maidstone Omdömen 2 413

Ordered a sofa in January, 10 week delivery time. Was pushed back 4 weeks withoiut notification. Chased it after 14 weeks, took an extra 2 weeks on top of that….16 weeks for a sofa! I chased & chased, many phone calls and emails. Im still awaiting “a manager or someone higher up” to contact me which should of been within 72hrs!!!! Im now waiting 7 days later. Shocking customer service, fobbed off with its due, it wont let me book your delivery in the system, you’ll be entitled to go down the compensation or cancellation route….im still waiting to escalate my experience further! Delivery day is today…no phone call to say they are an hour away and we are supposed to be the the next & last delivery of the day. Utter shambles!
Instore staff were very good at their job on day 1 but thats the only positive to supply.

Our advisor Emma was very knowledgeable and friendly.

Very good service and quick delivery.

Excellent customer service, Sales adviser was warm and friendly and so helpful.

Staffs were very nice and with Excellent help

We visited the Aylesford store a few times to decide what sofa to buy. The staff are friendly and welcoming without being overbearing. Caroline was excellent at finding out what would work best for our needs and suggesting considerations we hadn't thought about. She was very patient and gave us as much help as we needed with no pressure, encouraging us to take our time and not rush. She made us a cup of tea so we could relax and try out the sofas we'd narrowed it down to and also contacted me between store visits, before we'd decided on which sofa to get, to advise that the lead time for delivery would be changing soon.
Afeez also suggested reconfiguring the sofa we were looking at to the configuration we wanted and moved it around so we could get a better idea of what it would look like, which also really helped our decision making.
Big thanks to Caroline and Afeez for their help and guidance.
Once we'd purchased the sofa we were given an approximate delivery date of about 11 weeks and the sofa was ready at that time. Arranging a delivery date was very straightforward and the delivery men set the sofa up and reminded us how it worked as we had recliners, heated seats and a console.
After they left we noticed a few minor marks on the sofa material so I contacted customer service with photos and they got back to me within the hour and arranged for a technician to come out a few days later. They thought it had probably happened in transit where it'd been leaning against something. The technician brushed and steamed the marks out and gave us advice on how to keep the sofa looking nice. We're really happy with how it looks and how this was dealt with.
Dealing with Sofology has been very straightforward and their communication throughout has been great.

Jamie Foster greeted us after we had had time to wander around the store. He let us know he was there if we had any questions etc. After a while he came over to check on us again amd we then asked a few questions which he could answer confidently. We were unsure on colour and with his help we were able to make the right decision based on style and our decor at home. He was not pushy at all but was able to guide is and support us with our purchase. Very friendly and approachable.

We went to two stores, first time was at st Mary cray and the lady was brilliant. It wasn’t high pressure sales tactics, she was just knowledgable and patient. We thought we had the sofa we wanted, we changed our mind when we got home, we went to another sofology closer to us and this time a young guy served us. Again really conscientious, really amiable, knew his stuff but asked when he wasn’t sure. I just think the two sales people we met were superb. Had to change my order on measuring, that was easy. I’ve yet to have my sofa delivered so will reserve judgment there but so far, it’s been really good.

We was made very welcome, the gentleman was very helpful and wasn't rushed, explaining everything

We were contacted by the online social team who promised they would step in and help resolve this situation. Since then, we’ve heard absolutely nothing.

After chasing again today, we’ve now been given yet another excuse and another delay. The delivery date has constantly changed — from the 1st, to the 2nd, to the 11th, now the 17th — and now we’re being told it won’t even reach the Aylesford warehouse by then. On top of that, we’ve been told it could take a further two weeks after that.

By the time this sofa actually arrives, we will have been waiting 17 weeks.

This is beyond unacceptable. The lack of communication, constant delays, and being repeatedly misled is incredibly frustrating. At no point have expectations been managed properly, and it feels like we’re just being fobbed off every time we ask for an update.

I would not recommend Sofology to anyone based on this experience. If anything, I’d strongly suggest going elsewhere — companies like DFS or Furniture Village would be a far safer choice.

I had a great experience at Sofology, the staff were friendly and helpful, I always find it difficult choosing a sofa due to the shape of my room, I had been to many furniture stores without success until I visited Sofology, I was at their store for maybe two hours until I finally found the right sofa, the staff were extremely patient. I would definitely recommend.

Staff at Maidstone

The chap was not pushy .very easy going
Good service

A great salesman that really knew his stuff along with a vast amount of sofas in numerous colours and fabrics. What more could you want.

We had a very helpful and patient sales assistant and were able to find a sofa that suited our needs and wishes.

Great sales staff so helpful and friendly yet not pushy at all

There was no pressure from staff.

Very easy to buy a new suite with a credit note from the insurance cover that we purchased with our original suite. Good service from staff and good services offered by the company.

Very friendly staff, no hassling of customers, very helpful and friendly when deciding what you liked. The purchasing process was also explained very well.