Only 5% of customers would re-shop with Sofology, this is a shocking but very true statistic. If my experience is testament to this fact I would estimate this business is heading for failure in the very near future in a challenging retail market. I can’t stress enough to potential customers DO NOT BUY FROM THIS COMPANY. I am going to find it hard to articulate into a brief statement the utterly unbelievable experience and current situation I am experiencing with this company. Firstly, I ordered a sofa in March in store which when delivered and opened I realised was not the correct sofa. While I accept I made the final decision on sizing the dimensions written down from a store personnel on my initial visit to the store were different to that of the ordered sofa. As a fair consumer I took responsibility for this error paid £500+ to amend the sofa and re ordered a new one. After waiting nearly 8 x weeks my new sofa was due to be delivered, which was when the nightmare begun. I was contacted a day before the sofa was delivered from the customer service team to advise the supplier had manufactured the wrong sofa in the wrong size. I then experienced appalling customer service trying to resolve this issue to no avail. My query was not followed up in a timely manner and I was forced to ring and chase for an update on numerous occasions. I found all communication un-professionally managed and more concerning I was advised the customer service team don’t have any senior managers and no one available every time I called to discuss this at a more senior level. I understand how manufacturing and buying works as this is my line of profession and everything about Sofology concerns me following all of my touchpoints. One alarming concern for all consumers to think about, if a customer service team don’t have any senior management and are completely isolated from the wider business then there is a bigger problem with the infrastructure of this business than I initially thought- or are these just lies? A new sofa was then ordered in a different colour as they no longer made the sofa I initially ordered and I agreed to wait another 10 weeks. The worst part of this experience however, despite being contacted by the customer service team the day before my delivery was due I was woken at 7.35am on the Saturday morning by the delivery driving attempting to deliver a sofa that I knew was not loaded onto the van. He was rude and completely disregarded my feelings that this was simply not acceptable. I had to advise he went and checked the van for the sofa and call me back to confirm. This highlights the utter dis-jointment this business has within its infrastructure and must be wasting significant amounts of money through all channels. Another 7 weeks passed by and finally, the sofa was due to be delivered today or not! I opened the door to a delivery driver who was not friendly advising they didn’t have my sofa on the van. I thought this was a joke. He quickly told me I should have been contacted by customer services yesterday as the supplier has not sent the entire sofa and left in a hurry. The driver advised customer service would ring me as a matter of urgency. An hour later I had not received a call so I called the customer service team to find out exactly what had happened and what solution they had in place for me to finally get the sofa I had ordered nearly 7 months earlier. As per my previous experience I was told the customer service team were unable to contact the supplier or team who work with the suppliers and I could only re-order a new sofa with a minimum of 10 x weeks wait. When I suggested numerous solutions I was told, ‘we can only email other parts of the businesses and cant telephone’ and they simply disregarded my solutions or the company’s failings for the third time. I then called up at 5.30pm this evening to discuss in more detail if any actions had been taken as no one had got back to me from 9.45am and was told there was nothing that could be done. I either ordered a new sofa and waited or requested a re-fund. The customer service team had no possible solutions or support available to help me. This is shockingly unacceptable and once again I was unable to discuss this at a more senior level. I asked if the supplier could be contacted or the buying team to discuss this and again told this was not an option. Lastly, think about this if a multimillion pound company the size of sofology cant contact their suppliers regarding manufacturing issues they have made it is portraying that this supplier is not adequate and more worryingly it highlights another major concern in terms of quality of sourcing. These suppliers should be audited for compliance and quality on a regular basis. Reading other reviews about this business and discussing with colleagues, friends and family it shows this is not an isolated incident and in fact is happening a lot. I will spend more time again tomorrow in an attempt to resolve this but I think my only option as it will be nearly 9 months until I get another sofa is to source from a more reliable, adequate retailer as I can risk a fourth mistake.