"Two damaged mattresses and no response from customer care"

Purchased a mattress which arrived damaged. After many emails to customer service and, when no reply to emails, many phone calls, a replacement was finally organised which took over a week to come. The replacement finally arrived but it arrived soiled - dirty brown marks all down the side of it. I have tried to get in touch with them almost daily since mid week last week to try to find some resolution to this mess but I have had absolutely no response at all to my many communications. Disgusted at this company and would never buy from again. A shame as they used to be great.

"Marketing and hype about the brioche…"

Marketing and hype about the brioche sofa made me purchase it, however it was not “a comfy cushiony classic” nor was it”packed with softness to give it a sink in and stay put feeling”.
It was like sitting on a bag of cement, the most uncomfortable sofa I have ever sat on.

"Product not fit for purpose"

We bought a 3 seater and snuggler from Loaf in 2023. Delivered in October with a manufacturing fault on the snuggler. 10 week wait for a replacement!! Soon after we realised the cushions did not retain their shape even after plumping. Loaf sent and "independent assessor" who said there was nothing wrong we just weren't plumping them enough. Believe me you felt like you'd been 3 rounds with Mike Tyson after a session. Cushion inners were replaced as a GOG. Soon having the same problem. Complaints are met with you need to plump them more. The issue is the product is not fit for purpose, look great in the showroom but you can't keep them looking good at home. Now 18 months down the road we have ordered new sofas and these will be on the tip

"I was with my son and so he knew was…"

I was with my son and so he knew was important.

And all the necessary parts of the finished sofa was available to put together.

"Keep your feet cosy and warm"

Quick delivery. Excellent value for money socks. Thick, lovely shape and they definitely keeps your feet warm.

"excellent customer service"

excellent customer service from Josh today, very efficient, knowledgeable and polite.

"Friendly and helpful, nothing was too much."

I’ve always had a positive experiences with loaf and today was no different. Thank you Ffion for all of your help, it was lovely chatting with you.

"I’ve just bought a new home and have…"

I’ve just bought a new home and have had several trips to Loaf at Loanhead Edinburgh. The staff are absolutely amazing and so knowledgeable and helpful

Joan
Longniddry

"Absolute Trash"

Bought an overpriced bed from this company, the delivery was fine and it looked good but way overpriced. Had it for less than a year and the bed collapsed. Two tiny screws that held the frame together snapped. After a week of talking to "customer service" (they were surly and rude) they sent replacement screws and said that a service provider would call us to set up an appointment. Two days later someone called and said the soonest they can come is April 8th, almost 3 weeks after we first reported the incident. Where are we supposed to sleep in the meantime? who knows. Please don't buy from this place.

"Absolutely shocked by the poor quality…"

SO820258 Absolutely shocked by the poor quality of the sofa we received from LOAF, which did not match at all the sofa we had sat on in the LOAF showroom. We persevered for some time plumping up the seat cushions as recommended by LOAF in a phone call, hoping comfort would improve, but it didn’t. The filling in the cushion inserts was so sparse that we actually sat through to the base of the sofa a couple of minutes after sitting on the freshly plumped seat cushions. Completely unacceptable. So, we contacted LOAF again, who then agreed to send out a technician to investigate. The technician was lovely. He was a trained upholsterer and completely shared our concern that the seat cushion inserts did not have sufficient filling. He took several photos of the plumped and baggy cushions and wrote a report. LOAF then contacted me to apologise and to let me know that they had reordered new replacement inserts, which would arrive in five to seven weeks. Great, I thought. At least their customer service is good. I accept things can go wrong, so good customer service is important. Ah, but then today I received an ’update’ email from the LOAF ‘Brand Ambassador’ informing me that, following examination of the photos the technician took, which clearly showed the shoddiness of the sofa quality, the suppliers had informed LOAF that there was no manufacturing fault with the cushion inserts and that replacing them would not solve the problem. The implied accusation was that I had not plumped the cushions ’correctly’. Unbelievable! The technician, who had visited the house and seen and plumped the cushions (correctly, I presume, because he was an expert) and sat on the sofa had already confirmed that the cushions were not fit for purpose, and then the suppliers (whoever they are) feel they can make a judgement on the basis of photos (which incidentally do show clearly the lack of filling in the baggy cushions) to try to avoid taking on responsibility for a sub-standard product. You really couldn’t make this up! Our complaint is ongoing with LOAF, but I wanted to warn other potential customers that LOAF no longer provide the quality sofas they used to.