Sofology Cambridge

Great Customer Service, we visited Sofology Cambridge recently and had a great customer experience with lots of help from Paula. We selected a sofa from their clearance which unfortunately was not available in the Cambridge store in the size we wanted so Paula immediately initiated a group store chat and successfully identified 2 or 3 stores that held stock. We received calls quickly and a couple of calls later we not only ordered our sofa but a matching footstool from Sofology New Maulden. Delivery scheduled for a couple of weeks! Great sofas, lovely staff.

Greeted with a very friendly and warm welcome from Parisa and Phi. Very knowledgable team who offered a handful of lovely sofa options. Such a stunning variety of items it was hard to choose (in a good way!) Purchased the Illinois in Teal with darker looking chrome feet and button powered reclining feature , terrific lumbar support and ideal for at home movie watching!

Our original post for our in store and purchase experience was a 4-5 star review, then switched it to 3 for following reason below, however having completed the entire journey now, we have returned it to a 4* rating.

THE CONCERNS:
2 days after of the initial purchase, we needed to make a minor edit to our order. It was utterly impossible after attempting for 3 days straight to make contact with customer service over the phone. It would ring and then hang up.
The online chat person (albeit a very kind person) was not able to help with our simple query.

Furthermore, we had to drive out 35 min back to the store to speak with someone in person (Gasper) who was very friendly, professional and helpful and was able to solve our sofa file edit.
There was an irritation that after multiple attempts to contact someone we had to return to the store when it wasn’t really necessary. We were informed in store this file amendment could have been done online via our client profile. Why did the online chat person never mention this??

We have since seen some concerning and negative post purchase customer reviews on various social media platforms which are making us feel nervous now about parting with our money and certainly hope our post sales experience is more positive and not a wild goose chase to receive our new sofa.

THE GOOD NEWS!!!
Once the sofa was ready, the communication flowed smoothly. From moment our final payment was due to our delivery time was efficient and a reasonable timeline.

Scott and Mr. Hall (didn’t get his first name) our delivery drivers were excellent. Scott called when they were 10 min away to give us sufficient notice and the delivery process was smooth and efficient. Truly appreciated how well they cleaned up after the delivery and Scott was excellent on politeness and genuine with overall customer service!

Our Illinois sofa is well built and comfortable. So far very pleased ! (Time to buy allot more decorative cushions as our previous sofa was a mere two seater.)

We have just received our new sofas and the quality, style and colour is absolutely excellent. In terms of the product I'm very happy with the purchase. My issue is that, despite going to our Sofology appointment with every possible measurement of our lounge, we have ended up with a sofa that is really far too big for the room. I didn't realise at the time that the sales assistant, who spent 4 hours helping us choose, wasn't paying any attention to any of the measurements. The Laurence sofa we chose is much larger than most sofas. One of the armchairs we purchased has had to go in another room. My recommendation is just to be extremely careful about the size of the sofa but the quality is great.

I bought a sofa, it was smaller than I expected (my fault) as well as 5 cm smaller form the published measurements The sofa was not super expensive. They charge 100 pounds for delivery. I asked to return to sofa back (as they did not have the larger version of that particular brand) and they refuse to refund me. They should be more helpful with costumers

Awful experience. Ordered from them in February, told it would be here at the end of May. The sofas did not come until June. Then we soon let them know that the armchair was faulty. They had new parts delivered and someone came to fit them, but turns out they had not ordered all the parts that were needed. That was 6 weeks ago and we have not heard from them since if new parts have been ordered or what. We have a large box just sitting in our living room. I wish we had never ordered from them.

I'm afraid I cannot recommend this company. Two weeks ago, we spent £3000 on a sofa, to be delivered in mid January 2023 (ie. 10 weeks from now) to my mother in law. Unfortunately, she then had a serious stroke and will not be able to move into the apartment this sofa was intended for (it has stairs). We asked customer service if we could change the colour of the sofa, or exchange the sofa for something else. The answer was no. Obviously, we will never use this company again, and I urge you to give them a wide berth. Customer service is still important in 2022.

The process of ordering was smooth. The delivery process has been absolutely terrible. For the first delivery attempt, the driver did not show up and no update was provided at all by sofology team. For the second attempt, the driver found out that they only had part of the sofa with them when they arrived, and the sofa is actually damaged too!!! So we are left with a damaged half-sofa with no update from sofology

Really good welcome and introduction from Phi when we entered, he then helped us to customise the sofa we wanted to make sure it met all our needs, and was very friendly and helpful throughout. Thank you Phi!