Quite frankly one of the poorest customer service experience I've ever had. Verified ORDER Published 09 October 2017 Updated 06 December 2017 Turning into an awful experience. Should have gone elsewhere! Nutshell: Good sales guy but absolutely terrible after sales. You will end up chasing them (on hold for hours) and get nowhere. Reviewing my experience thus far (haven't received the item yet so cannot review this...!) Super friendly staff, not salesy or pushy in any way, knowledgeable, and also really keen to make sure you choose the right sofa. I'd recommend shopping there. Update (29.11.17) - We waited 8 weeks for our 4 seater sofa to arrive. On arrival day, the 2 guys who arrived could not get it into the house. They tried their best, but as they could not speak much English, they couldn't really communicate next steps to me. I called customer service and spoke to Johnny whilst the delivery men were in my house. I told Johnny what was going on, and he suggested I order another sofa with him (there and then on the phone). I said that I would need to speak to my wife about this and that I needed to go and speak to these guys as I can't understand quite what they're saying and would be able to call me back? He said absolutely and promised to call me back at 2pm. In the meantime, the delivery guys offered me a 3 seater sofa which they put in my house.. but it turned out to be another customer's (language barrier). In the end the guys had to leave - leaving me with no sofa and a mountain of hassle. I waited until 3.30pm but no call arrived from Johnny. I called again, waited on hold (again for at least 25 mins each time), spoke to another guy (Mike) who promised to help me.. offered me a few solutions and promised to call me back before 6pm. He did not call me back. He sent me an email and said he tried to call me (I can guarantee that's a lie) and then put in the email my potential next steps - one of which was to order a new sofa. If i didnt respond in 30 days, they'd assume I'm happy with my sofa and I'd have to keep the order - although it wasnt even in my house? (how infuriating). I emailed back instantly and said I am by my phone and he should call me ASAP - but of course nothing happened. So for the THIRD time I had to call them - now amassing about 4 hours of wasted time, and got through to - surprise surprise - Johnny! Johnny refused to acknowledge any blame for not calling me back and said i had to accept some responsibility too. I felt he was unhelpful and didn't show the empathy needed at this stage of my issue. He ordered me a new sofa and advised he'd let me know the next day whether or not the Merchandise team could expedite it. No call ever arrived! No email confirmation came. NOTHING. I even called out to their social media team on Twitter - who were awful. They asked me to DM them - but hadn't followed me. Then they didn't follow up the DM. And once I complained a bit, they DM back stating 'this has already been handled'. No apology or empathy at all. Terrible. 4th call now.. 5 days later. I'm lodging a formal complaint. My sofa status is 'delivered', my finance agreement seems to have kicked in.. and I am sitting on my living room floor. Would I recommend them? NO. I will never ever shop there again. in future I will go to John Lewis or even Ikea! UPDATE (5.12.17) My experience worsens. Someone below advises i'll be contacted in 24 hours as of Monday 4th December. Tue 5th December I receive a miss call and then a text message asking to call their standard number. After sitting in a queue for 20 minutes, wondering WHY sofology had not left a voicemail or followed up with an email, or continued communicating via ZenDesk, OR advising me that they would be calling.. I reach a customer service rep who finds out that the person who asked me to call them.. was now finished for the day (as it was now 4.25 pm). What a joke of a service. Where is the customer service? What part of just service don't they understand? UPDATE (6.12.17) Sofology promised me a call back today, and even confirmed on twitter yesterday. They have since blocked me on twitter and have not called me. What an awful example of a company they are. Please, go on twitter and research 'sofology' and you will find nothing but complaints. The stress continues. AVOID SOFOLOGY. So far I should bill them for 1 days work, as I've spent so many hours on this complaint.