"Really disappointed"

Really disappointed by the customer service from what I thought was a premium brand (and should be for the price).

We ordered our sofas in the sale on 20th December. Prior to ordering we used the “will it fit” service, booking a virtual consultation via the website. On the video call we were told it would fit, and that “they put the height of the sofas including the cushions on the website, so it looks like it won’t fit but it will”.

This conversation is what convinced us to spend over £5000 on two sofas and a footstool for our new property. The customer service we have received since this time has been shocking.

On the 1st March, the sofas were due to be delivered (bear in mind we have waited over 3 months at this point). When the delivery person arrived there wasn’t even a hello just “this isn’t getting through there”.

The delivery driver then took both sofas and the footstool away. Following this I contacted customer service who said I could reorder, cancel or have them placed in storage. We did not want to reorder as there was no longer a sale on.

We were then advised we would be charge £10 per item (3 items) per week to keep them in storage, whilst we made the necessary access arrangements at our property. As the building works are not being completed until 23rd April we will incur an additional £240 expense.

I reached out to ask if the footstool could be delivered earlier, as no issues with access, and responses have been extremely slow and borderline cryptic, leading me to believe they are keen to drag it out to ensure they secure more money from us via storage fees.

All in all a really disappointing experience, I truly would not recommend using this company. When we initially visited the shack we thought we were going to get a premium service throughout which couldn’t be further from the truth!

"Great customer service"

Great customer service, lovely staff. Great product, we researched the market extensively and just kept returning to Guildford Loaf. Probably visited 4 to 5 times before finally deciding to purchase 2 sofas.

"Lovely sofa"

Lovely sofa. Comfy and relaxing. Arrived on time and excellent communication

"Friendly, helpful and welcoming. "

We visited the Edinburgh branch, the staff were very friendly, helpful and welcoming. Our dog loved all the cuddles he got!! The showroom is just beautiful and it’s lovely to see so many of the products in lots of different colours and materials which is very helpful to make decisions!

"Excellent experience and customer service"

As soon as I walked into the Wilmslow shack I was approached by Kane, he was super pleasant and helpful. I already knew what I wanted and the ordering process was slick and I was given a printout on lovely quality paper.

"Easy and very polite sales people"

Easy and very polite sales people

"The lady who served me- maybe Ces- was…"

The lady who served me- maybe Ces- was lovely and helpful. The store in Batley is beautiful

"Excellent removal and delivery service…"

Excellent removal and delivery service from John & Sam. Friendly, polite, careful not to damage either the settee or my house. Moved furniture out of the way and did what was required to get the job done. An all round professional service.

"Kane and the team were great!"

Kane and the team were great!

"Great experience at the Edinburgh Loaf store"

I spent lots of time online looking at various options from Loaf, but I wanted to see the products in real life first. The staff were so lovely, really helped me with colours and materials, gave me lots of ideas, but also no pressure to make a decision, they left me alone to ponder. I'd come a long way so they got me a coffee, and even let my dog wander around the shop with me - obvs not allowed on the sofas!