Sofology - Maidstone Anmeldelser 2.413

The store was presented well, staff were attentive and helpful but not too pushy.
Guiseppina was incredibly patient with our decision making and extremely pleasant to deal with.

Amazing experience from sales rep Emma.

Fabulous experience I have visited the shop before and both times dealt with Emma who was very informative and a pleasure to deal with

Helpful staff (Jamie), explained everything well. Would have liked the option to change the cushion colour options.

CAROLINE AND EMMA WERE VERY HELPFUL AND NOTHING WAS TOO MUCH EFFORT

We went to the Maidstone shop to look at recliners. Jamie looked after us and advised us on pros and cons. We found the chairs that suited us, had tea/coffee and placed an order. We have to wait, up to a few months for delivery. Very good service, thank you.

Nick was an extremely knowledgable and helpful

Emma, who was first to greet me, was very helpful and not pushy at all. The whole experience was great and the sofas are far better than either DFS or SCS.

Afeez was fantastic. Was really helpful. Was also really patient.

No hard sales. Assistance when needed. Jamie was friendly and informative

We were on the hunt for a new sofa but was more to look. We liked that we were left alone to walk the show room and when we felt an interest in one we sat for a while looked at its spec and colour options. Only then did a sales representative approach. He was very polite informative and knowledgeable. We did not feel any pressure and told us about the sale guarantee that if this would go in the sale over Xmas they would match this if we purchased. We were going home to think about it but instead decided to purchase. Step by step he informed us of our options and warranties. Afeez was very helpful with suggestions with regards to our current layout and new options.

The sofa itself is nice, nothing wrong with it at all.

The reason I'm leaving this as a 2 star review is the expensive footstool that looked like it had been rolled down a hill and was demolished when delivered and then waiting 3 extra months expecting it to be delivered before Xmas to then be told that there is now another up to2 month delay which generally means... there will be a 2 month delay at least.. giving me a date of 31st of January. A 3rd of a year waiting for a damn footstool, absolutely unbelievable. The disingenuous sorry with some bizarre offer of 50% off a demolished footstool, there's disappointed and then there's having the micky taken out of you.

Just to clarify, the sofa is nice, the customer service in branch (maidstone Ayelsford) was brilliant, the after care 2/10.

If I could give this company no stars, I would. Absolutely shocking service. We received our sofa a few weeks ago and one side of it was completely wrong - wrong coloured feet and wrong cushions. The feet were sent out and 2 weeks later someone attended to fit. We didn’t receive our cleaning kit that was purchased on day of order either. We were told we would have to wait a few weeks for our cushions. Today, they have arrived and they are WRONG. Shocked is an understatement. To make matters worse we have since found a rip at the bottom of our sofa. Something we will have to get sorted in the New Year. It has been an absolute shambles and I went to Sofology thinking it was more of a ‘luxury’ brand - how wrong was I!

We ordered a brand-new sofa from Sofology for Christmas and patiently waited eight weeks. What arrived was a beige sofa in a state you’d expect from a clearance sale, complete with visible stains on the cushions.

Naturally, this was not quite what we had in mind for Christmas. Customer service then helpfully suggested sending a cleaner after the holidays — a truly inspired solution for anyone planning to host guests.

Quality control appears to be a theoretical concept, and festive deadlines clearly optional.

Thank you, Sofology, for making our Christmas memorable — just not for the right reasons. One star. Avoid.

The lady that helped us was very informative and really helpful and went out of her way to make sure we got what we want. Thank you

Great customer care. Looked after our preferences and listened carefully

I am nearing a 20 week wait for a sofa I paid upfront for in August. I have made multiple complaints, met with a different person upon every response. No one actively chasing or updating me, giving bad information as to why there are delays. Better yet, still advertising the sofa as a 12 week lead time online!
Appalling customer service and responses. I will be visiting store this weekend for a full refund.

Emma was extremely professional, polite and knowledgeable even though she had only been working for Sofology for two weeks. She allowed us to make informed decisions without prompting us in a specific direction. She is an asset to your business.

Appalling Service - Two Month Nightmare ⭐

Experience Date: August - November 2025

I wish I could give zero stars. This has been the worst furniture buying experience of my life.

The Timeline of Disaster:

September 25: Scheduled delivery day. Confirmed multiple times via email, text, and online dashboard. Driver called saying he'd arrive in 25 minutes. Called back 10 minutes later - sofa not on van, delivery cancelled. I'd already thrown out my old sofa.

September 26-29: Three phone calls to customer service, each 30+ minutes long. Promised callbacks within 24 hours. Zero callbacks received.

Early October: Offered compensation and promised delivery the following week.

Mid-October: Multiple emails requesting updates. Radio silence from Sofology.

October 26: Sofa finally delivered - nearly TWO MONTHS late. Upon inspection: visible damage, missing items, 14 furniture legs needing replacement, fabric stains/marks.

Late October: Filed formal complaint about the damaged delivery.

Early November: Requested they send technician to fit replacement legs and clean fabric. Requested appropriate compensation for the ordeal.

Mid-November: Told original dark wood finish no longer available - only Chrome, Gold, or Light wood offered. This would make the sofa look completely different. Their compensation offer remained inadequate.

Late November: Escalated to Ombudsman. Sofology stopped trying to resolve or even send the technician to clean.

What Went Wrong: ❌ Failed delivery despite confirmations ❌ Left without living room furniture for 2 months ❌ Broken promises about callbacks ❌ Damaged goods delivered ❌ Missing items ❌ Wrong/damaged furniture components ❌ Inadequate compensation ❌ Unavailable replacement parts in correct finish ❌ Poor communication throughout

The Impact: My family lived without living room furniture for two months. The emotional stress, logistical nightmare of disposing of our old sofa early, and then receiving damaged goods was unacceptable.

Would I Recommend? Absolutely not. There are plenty of furniture retailers who actually deliver what they promise, when they promise it, in the condition you paid for.

Advice to Others: Read reviews carefully before ordering. If I had, I might have avoided this nightmare.