"Delivery issues and then poor customer service"

Called before I ordered to ensure they could deliver to my property, which has restricted access. Told everything would be fine. First delivery attempt was missed. Rescheduled. Second time the delivery company refused to deliver, citing restricted access. Spoke with company and arranged for sofas to be delivered elsewhere. Was told I would get a refund of delivery charge. Nothing happened. Emailed a couple of times to complain and still heard nothing.

"Absolutely amazing service"

Absolutely amazing service, after buying a chair which is lovely we noticed a small tear in the fabric. Arlo and Jacob have bent over backwards to replace our chair and it is now with us before Christmas which I wasn't expecting. Thank you!

"Really good company"

Really good company. Very polite and heplful staff from the original order enquiries through to the delivery guys. They contact to check on materials and colours, follow that up with 1-2 weeks notice of delivery and the full turn around was only 5 and a half weeks.

The sofa's are really high quality as well.

In an age of ever deteriorating customer service they are a rare exception.

As an update 11 months after the original order I had an issue with a couple of buttons and they arranged a very quick repair within a couple of days.

"could be a 5 stars but far from it. Think I will have to return as nothing is rectified"

Whilst the sofas are extremely comfortable and have the promise of being a 5 ⭐️. Unfortunately we are not far from Christmas now. I ordered in August. The sofas rear cushions were not cut to size. They are far to small. I have been promised replacement back cushions. STILL AWAITING. NO FOLLOW UP. I would expect fast replacement. Far from!

"Fabulous service"

We love our Holmes sofa.
Hollie at head office was extremely helpful sending out samples and also the girls in the Bristol showroom couldn't have been nicer special mention for tracy who was very sweet and couldn't do enough for us
Will definitely buy from them again

"Poor quality fabric and customer service"

I am so disappointed in the poor quality sofa I have received. The post-sale customer service has also been truly atrocious.
Within 4 months of the sofa being delivered I discovered a hole in the fabric. The sofa had been very lightly used.
I raised my dismay to Arlo & Jacob to have my emails ignored. Eventually they got in touch to claim that the damage is due to wear and tear and so they are not prepared to repair, replace or refund. So either the fabric they are selling is subject to damage within 4 months of very light use or (what seems most likely) the damage was done in factory but not noticed until it worsened and so visable to eye. Either way, Arlo & Jacob have been less than helpful.
Even now (over a month after raising my initial complaint) they continue to ignore my correspondance.
As a result, I still have a sofa taking up space in my home that I no longer want to see, let alone use, as a constant reminder of my mistake in thinking Arlo & Jacob would provide a quality sofa.

"We received our beautiful armchair this…"

We received our beautiful armchair this morning. A long wait, but for a handmade piece to be expected. And for a change, two extremely friendly, happy delivery men delivered our chair without any fuss. They changed the mood for the day - what a great experience!!!

"Accomodating service & pleasing products!"

Ordered a Darcy sofa and later a Berkley fireside armchair over the course of a year, after first visiting their London showroom and being made to feel very welcome. The company were exceptionally helpful and accomodating in making some design changes for us (2 sofa seat cushions instead of 3 & feet on the fireside chair to match the sofa), as well as resolving a minor issue arising with the subsequent re-designed seat cushions. Reaonable turn-around times given that these were manufactured to order and excellent delivery/unpacking service received. Pricey furniture but worth it for the lifetime frame guarantee, the comfort, the look and the service! I think the only improvement could be including Stainguard as standard and maybe offering a choice of cushion fillings. Would definitely shop again and do recommend.

"Poor costumer assistance at the Putney showroom"

I went to the showroom in Putney. There was a warm welcome and was told that someone will be with me in a few minutes, to give me time to look around. 1.5 hours later. No one came to speak to me. Had someone done so, I would have bought a sofa, storage ottoman, and an accent chair. I wondered if I was judged by my race.

Nonetheless, if costumer service is that cold before the furniture is bought, I wonder what the post sales support is like. Shame.

"Having looked all over London for a …"

Having looked all over London for a sofa, we finally settled on one from Arlo and Jacob. This most certainly was the right decision, upon ordering we were advised it would be 8 weeks; amazingly our sofa was ready in less than 5 weeks! Our sofa arrived today, even more beautiful (and comfier!) than we expected!

The sofa is Darcy, in purple velvet. Thank you Arlo and Jacob for making our dream sofa!