Sofology Hull

Extremely helpful salesperson. Charlotte went out of way to guide us showing great initiative to show us different ranges. Xx

We were looking for a sofa and ended up buying it from the Hull store, great service and an amazing quality design ranges to choose from. We did however have a delay in delivery, due to the one we picked wasn't made in the UK .....I guess it's the sign of the times in the UK, either way the after sales service was more than good, and any queries were dealt with professionally.

Can’t thank Charlotte Harrington enough for helping us over the course of several visits over the past couple of months. Her knowledge and patience are much appreciated. A lovely person with excellent customer service skills. 10/10 recommend

The salesman was helpful & friendly but it took an hour to place the order as I had to open an online account there & then on my mobile phone and he kept making mistakes with my order. He also kept trying to sneak on add-ons. As a result my order never showed up in my account, so I couldn't track it, pay the balance, arrange delivery & after asking several times I have no receipt for my payments. Finance promised twice to send an invoice but not received and a screenshot of the order is not sufficient. Consequently, after waiting 7 weeks for my sofa, I couldn't get through to anyone to pay or arrange delivery as the phone queues average 30-40 in the queue. After a lot of hassle I got to pay and the sofa was delivered but was dirty and they took it away saying it would get cleaned and be returned by the end of the week. This didn't happen & again you can't get through, no one answers chat or emails. 2 weeks later someone rang to say it's in the warehouse and they want to return it as it's in the way and arrange for a technician to clean it at my home. So they'd had it 2 weeks and not even cleaned it, making 9 weeks wait for a sofa. When they returned it, it was ripped and the sofa bed mechanism bent in. Clearly had been thrown about. My footstool is nowhere to be seen and I've asked at least 5 times to have this back, but 6 weeks after original delivery it's still sat in the warehouse somewhere. I'm now having to wait another 8 weeks for replacements. Customer service is diabolical. A chat took a week to reply and despite leaving a phone number no one got back to me. All other chats no one answered despite saying they respond within minutes. One time I was 37 in the queue, going down instead of up sometimes and got to number 9 and was cut off. If you speak to store they have no direct contact to after sales either. Therefore I will never buy from this company again or recommend them.

I am extremely disappointed with the customer service I have experienced over the past few days regarding our purchase with sofology - purchased in the hull store. I have never experienced service like this it has been absolutely appalling with the way I have been spoken to. Our initial purchase with Gary in store was great and he was really helpful when buying our sofa however the after service onwards from that has been really disappointing. After having our sofa booked in for Saturday 8th October and never arriving we was so upset with how this was dealt with. I had a missed phone call in the morning which I later found out it was to cancel the sofa we waited in until 4pm for. There was no voicemail left, email, text absolutely nothing to inform us our delivery had been cancelled. After the disappointment of this we called up the sofa delivery line to re arrange our delivery. Me and my partner spoke to 5 different people over the weekend, 3 of which promised to ring us back with an update immediately but none of them did.. This then left us in the dark with £5,000 gone out of our bank and no explanation at all as they all responded with the same answer of ‘we can’t help you’. My partner then spoke to the Hull branch manager Craig Walters on Sunday morning who was very abrupt on the phone and said ‘well you wouldn’t have an update yet you haven’t waited long enough’. We felt really disheartened by this as we seemed to be getting no where with our questions. This morning at 11am I rang the Hull branch manager again myself (Craig Walters) where we purchased our sofa from to ask if he would be able to help us in finding out where our sofa was as no-one could give us an answer - he was argumentative straight from the get go and very passive aggressive with his responses. He continued to talk over me when explaining the situation and had a defensive excuse for everything I mentioned with how upset we was with our customer service experience. He said there is nothing he can do at all so there is no point talking to him, I explained to him I understand problems can occur but we would of appreciated an update which he responded “it’s not my fault you didn’t answer your phone” he also said “don’t call me a liar” which I never did say that I said I wasn’t getting a clear answer from anyone. He also said know one would of called me back as there was nothing to tell me which I found really unprofessional. The list could go on with how rude,argumentative and the lack of customer service skills he delivered and believe this is not how you should be spoken to as a customer I am really confused how someone like this can be in a mangers role if they are unable to delivery a good standard of service to their customers. I feel there should be training delivered on how to correct problems that occur in the workplace. I came away from this phone call feeling really let down by the service of sofology and the awful experience we have had - I have never experienced anything like this from any other company and the way we have been spoken down to and would not feel confident recommending this to anyone. I would lastly like to add that we had a lovely lady named Shannon McQuade from the delivery helpline team who finally got us booked in for our delivery this afternoon and got back to me straight away which is all I wanted a few days ago when I spoke to the 6 other staff in total. I hope this complaint can be taken further with the deflating feeling we have come away with after a stressful weekend chasing up our sofa and many phone calls and wait times. I really hope no-one else experiences this sort of customer service in the future.