Sofology New Malden 150 Kingston Road, New Malden KT3 3RD

"SALES EXPERIENCE: I had a really great sales experience at Sofology New Malden. I had two visits, the first to check out the sofas and then the second to actually make my purchase. Both times I appreciated the staff's friendly welcome, balancing attentiveness as well as giving us space to consider our purchase when we needed it. It was much better than a nearby furniture store which had very pushy sales staff who put us off immediately. On our second visit to make the purchase we were helped by Jimmy who was friendly and did everything for us, demonstrating how the sofa bed we were interested in worked and also demonstrating an alternative sofa bed so we knew all our options. He was knowledgeable answering all our questions on fabric and cushion materials. Finally he took us through optional add ons and our financing options all the way to a successful purchase. All the while he listened to our requirements and made us feel like valued customers and we appreciated the time he spent with us. He advised us that the lead time on the sofa we were interested in was under 8 weeks, so I will reserve judgement on the final product until it actually arrives! For constructive feedback, I had two minor gripes. 1) Sofology's website does not give the detailed dimensions of the products that you need to know for whether you can get the sofa into your home. For example, the dimensions on the website give the height of the sofa including back cushions, but you can, of course, take the back cushions off to get it through a door! I took a tape measure along to the showroom to measure the "hard" dimensions of the sofa bed to double check that the sofa bed could get into my home. 2) The New Malden showroom did not have the material I wanted (Drift Lime) on a sofa so I could not see it on a full sofa. Jimmy explained that this was because the choice of fabrics was greater than they had space in the showroom to display. The swatches were good to get a sense of the fabric, but it would be good to see a bigger sample. Some sofa shops have a big rail of fabrics on hangers so you can see what a big sample of each fabric looks like. Overall, a great experience. UPDATE 14/11/2022: DELIVERY EXPERIENCE My sofa order took just over the 8 weeks I'd been quoted for the sofa to arrive at the Sofology warehouse, but not too concerned about that. For the first delivery attempt that Sofology arranged my address did not go into their system properly because the name for my block of flats got removed from the delivery address. The delivery driver ended up five minutes away, but said he was unable to come and deliver to my flat because the address was not exactly correct, which was frustrating. I called Sofology back and they told me to call the New Malden store. The staff member I spoke to was very apologetic and helpful, understanding my issue and making sure to manually fix my address on the system. I also received good communication from Sofology central office to rearrange delivery. On the day of second delivery attempt I kept updated on when the delivery would happen on the app. The delivery staff carried my very heavy sofa bed up several flights of stairs to my flat and also had to negotiate parking because all of the spaces outside of my flat were occupied. They were professional and courteous, true heroes. The result is that I have my new sofa and I love it! I will post an update again in a few months to note how it has performed."

"When we went to SOFOLOGY store in New Malden the sale team were great me and my wife looked at sofa and really liked it but went home to think about it. When we got home received a call for the store stating we won't have to wait 3 months for the sofa as there was one already in there warehouse in Farnborough so went back to the store and brought the sofa in cash with a good deal and a good discount. 3 weeks later the sofa arrived we were the last delivery and they were in quite a rush to finish and go home and stated if we have and problems with the sofa to contact Sofology. When the left we noticed that the armchair was the wrong colour and now it been a month sending emails after emails and we are still suffering for this to be changed and now received a email stating that Sofology has cancelled our protection insurance policy at no fault off ours. I find this Disgusting how we are being treated by Sofology watch dog are happy to look into this if nothing gets resolved. It's a shame for the staff in New Malden because they are so helpful l will never pay cash up front again."

"PLEASE AVOID THIS COMPANY! Never in my life I have been treated so unprofessional and unfair. No calls back, no emails back, missold from the beginning, put my family at risk (healthy & safety issue-still 2 missing legs in the furniture) illegal finance action, manipulation and poor customer service. I spend hours on the phone to discuss the case but on the end I was told that what has been agreed and confirmed with one of the team member is misunderstanding (I have all correspondence and evidence of Sofology manipulation but they do not care). We bought prime leather sofa with footstool, the product came without legs, the leather is cut, scratches in many places, discolouring, missold from the beginning. PLEASE PLEASE PLEASE BE AWARE ABOUT THIS COMPANY AND HOW THEY DEAL WITH PEOPLE!"

"The only reason i gave one star is i couldn't give no stars. Furnature turned up with faults and we were misold it from the beginning. Totally unfit for purpose. The customer service is appalling and so is the build quality. It is so uncomfortable we would rather sit on the floor. Definitely would recommend people dont use them. We have been waiting nearly a week for a manager to call us back. Once they have got your money they are not interested. As you can all see by their reply sofology's social media has now sent a message about my review i have now emailed their department lets see if they do anything about my refund or just ignore me like their other departments. I would urge everyone to read the bbc watchdog page on sofology about all the complaints also money saving experts website is full of bad reviews and also the Sun newspaper have done at least one piece on them. I have contacted all of them and they all seem keen on doing more pieces about sofology miselling, shoddy workmanship and appealing customer service. If you have a complaint i urge you to contact the above organisations and give them details"

"Initial customer relations were very good. I was about to purchase an instore sofa that a customer didn't want! Apparently they couldn't tell me the reason and they couldn't offer insurance or leather warranty. My wife spotted a tear on the leather seat hidden by a cushion apparently could be repaired and since have become suspicious of the quality. Since then have checked out the reviews elsewhere and have become a little wary of the quality. I hope its future owner is more cautious."