Sofology - Gateshead Reviews 4.048

Terrible service. Delivery did not happen on the day ,as they had an incorrect delivery address linked to my delivery there mistake not mine. We have a disabled son and no seating in living area. The new delivery date is 1.5 weeks later despite me calling and emailing. They accept no responsibility and dont care. Very poor customer care!

Excellent customer service from walking into store very knowledgable on product.
A great range of styles and choices of materials available.
Would recommend Sofoloogy

Really good service and can not wait to get our new sofas

Very helpful and informative staff. Earl was very kind with a fantastic attitude from start to finish. Very patient and perfect customer service.

Very knowledgeable and helpful staff.

Not being hounded by sales staff giving the hard sell.you're greeted in store then left to browse

Very helpful, not pushy to sell.

We had help from Danielle and she was amazing.
She went out of her way especially when we were deciding on the right colour for us. She even found some cushions in the colour scheme I had in mind so we could see them together.
She helped with the basic measurements we had and talked us through all the paperwork step by step.
Danielle was so friendly and helpful and we can’t thank her enough

My experience in the store was really good but Iv been disappointed with the fact that I ordered a swatch on the day that I ordered and payed in full for my purchase which was on the 26-04-26 and I’m still waiting for it to arrive. I contacted customer service via the online chat and although sympathetic it turns out I just have to reorder my swatch which I have done. I’ll be very disappointed if it doesn’t arrive this time!

Hazel and Jo went above beyond at metrocentre store . They were so knowledgeable and really helped me choose the right sofa . Lovely ladies

Jane was excellent and was very attentive, superb customer service.

Friendly, patient and well informed staff

Lots of choice
Helpful knowledgeable staff

WARNING! This in an update since writing my original review. I receive an email from Sofology telling me to contact them to resolve my complaint. I received a reply stating that wait times for repair submissons has increased to 7-10 days due to the volume of repair requests, which speaks volumes about the quality? We have now been waiting 16 days? More worrying is that when I tried to use the same email address it comes back as undeliverable? So this is the only way I can get their attention. We paid £2250 for my sofas and I might as well have thrown my money away. Less than 6 months old they are already falling to bits. The most infuriating part is that we paid an extra £140 for the repair insurance which was also a waste of money. Depending on which heading you use when making an online claim it will invariably tell you that your particular request is not covered by the insurance. My first attempt at claiming was refused and my second has apparently gone to the claims department to see if it will be accepted? That was nearly 2 weeks ago and I still haven't had a reply? We now have a relatively new sofa that needs to be binned. Poor quality, expensive products with misleading and appalling after care service. PLEASE SPEND YOUR MONEY ELSEWHERE.

The advisor was really good and helpful and she explained how the process was going to work

Store was clean and we were able to browse without being hassled. Earl was incredibly helpful with helping us make our choice for our new home. Out of the huge range of great options they have at the store Earl helped advise us of what options could best suit our needs whilst knowing exactly what we wanted. Payment options available to suit the timeline we are expecting and explained all options clearly. We can't wait for our new sofa. Would highly recommend a visit to this store.

Very well looked after store,staff very welcoming and able to help when required,the gentleman who helped me pick my required sofa was very good and helpful,first time buying with sofology was impressed.

I’m really disappointed to have ended up cancelling my order with Sofology, especially because the in-store experience was actually very positive.

The issue started with incorrect details being entered by the salesperson for the finance agreement. What should have been a simple correction quickly turned into a long, drawn-out process involving over 20 emails and hours spent on the phone. Each time it felt like we were getting closer to a resolution, something else would go wrong or we’d be asked to repeat information we’d already provided.

It became frustratingly clear that a basic administrative fix just wasn’t being handled efficiently. The lack of ownership and the constant back-and-forth made the whole experience far more stressful than it needed to be. In the end, I reached a point where I’d had enough and decided to cancel the order before it was fully processed.

It’s a real shame, because the service we received in store was good. Unfortunately, the aftercare and handling of what should have been a straightforward issue really let the whole experience down.