Loaf Reviews

Name: Loaf
Rating: 1.33

1.3 Rating 148 Reviews

3 %

of reviewers recommend Loaf

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1.3

Based on 148 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Over A Month
On-time Delivery	Greater than 40%
Accurate And Undamaged Orders	Greater than 52%
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Over A Week
Customer Service	1.6 out of 5
Returns & Refunds
Refunds Process	Difficult

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Chris Bolam

Lisa

Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I ordered a product for over £1000 over 5 months ago and I am still yet to receive it. For a high end brand, their customer service is awful. I’ve had to ring, email and chase and still I don’t have my product. Twice I’ve driven over 200 miles for my delivery (I don’t live at the delivery address), to then be told it wasn’t ever on the van. They have not responded to any correspondence in the last 2 weeks since it was “an urgent priority”.”

Helpful Report

Posted 1 month ago

“The furniture I have received is excellent but every part of their customer service and delivery is very poor. My wardrobe was installed incorrectly and the delivery men spent ages constructing it meanwhile leaving a mountain of cardboard outside my property and obstructing my neighbour. Delivery times keep changing and trying to establish reliable communication with the customer service team is near impossible.”

Helpful Report

Posted 2 months ago

“Bought sofa last summer, it eventually arrived end of October and faulty. We could only sit on part of it as the fest didn’t have insides. Since then constantly trying to get it fixed. Arranging for them to take it back. And i already know that will turn out to be a nightmare! Please save yourself money, time & stress and don’t buy from these unprofessional company with zero customer service. If i could give a zero star i would. Wish i had read the reviews!”

Helpful Report

Posted 2 months ago

“Poor delivery and sofa. We had to contact the store because they didn't include the crocodile attachment clips. We contacted customer service who told us to lift up the heavy sofa (an extra large sofa) so we can take photos to send back to the store to enable them to know which clips to send to us. When the clips arrived, we had to then contact customer service again so that they can arrange wait for their technician to come and attach them. We bought the sofa in Nov 2023 and they have not kept their shape, it's poorly made. I am tired of plumping the seat cushions everyday only for the shape not to improve. I wouldn't buy from them again.”

Helpful Report

Posted 2 months ago

“Bought a floor cushion in August 2023, sent it back. Refund still hasn't arrived and now it's Feb 2025. One of the two worst companies I've ever dealt with. They do a lot of aplogising, but where's the money? I spoke to a customer services rep today called Harvey - I said your accounts department holds on to consumers money and he said 'that's possibly true'. On the surface customer services seem responsive, but watch your account for the refund...”

Helpful Report

Posted 2 months ago

“The sofa is great to sleep on ... But to sit it's uncomfortable the cushions are really to heavy for daily plumping and I'm a strong lass. I do not recommend loafs sofas and my next sofa will be purchased from elsewhere. For the price of the sofa I'd have thought they would have ensured it's comfort lasts beyond 6 months for sitting. I called castelan re a small stain and a chap popped over and cleaned the stain so no complaints there.”

Helpful Report

Posted 2 months ago

“Something is wrong at the once excellent Loaf. Our October sofa order was is still not ready in late January. It was due to be delivered Tuesday but their shipper rang us to say Loaf hadn’t delivered it to them. So many apologies ‘we know we’ve let you down’ etc. But no one willing to say why the sofa is still not here. This is a company on their way out of business - BEWARE”

Helpful Report

Posted 2 months ago

“Our Loaf butterbump sofas were bought in 2021 for £3500 and are today being collected by our local furniture charity to be replaced with DFS sofas at a similar price. We shouldn't have bought online without sitting on them, but we got carried away with their kooky branding / naming and online tone of voice, plus the undeniably impressive aesthetic. Bless them, they tried to make them right for us, replacing the seat cushions after less than a year, but the new ones were even worse than the original set. I would definitely say don't bother with the Castellan insurance. They're the very opposite of no quibble, putting me through twenty questions just to send us a tiny bottle of stain remover that you'd think was the elixir of life the way they went on, but didn't work. Just so uncomfortable to the point you can't lie on the sofa without feeling a hump in the middle. I don't want to bad mouth a British brand that is trying to do a lot well, but they should really dial back the overbranding and do the basics right. I want a sofa, not cult membership.”

Helpful Report

Posted 2 months ago

“We bought our sofa from the Bristol shack on the 30th of October 2024, with the promise of a 6 week delivery. A few weeks later, we get a message that it won't arrive in 6 weeks. We complain, then suddenly they have a sofa that they can deliver before Xmas time. It gets delivered and upon delivery I see a deep cut on the back of the sofa, clearly I have been sent a damaged product. I complain again and get told it will be another 6 weeks to get another sofa remade and delivered. It's now end of January 2025 and I still haven't received the replacement undamaged sofa. All of this hassle for the pleasure of paying £3,044. Something is deeply wrong with Loaf as a company.”

Helpful Report

Posted 2 months ago

“We bought a Bagsie sofa from Loaf a few years ago. So far we have had to have the technician out twice to look at the cushions which had twisted and then again to sew on a button which had come off. The cushions have had to be replaced and just last week I had to sew up two holes where more buttons had come off. We bitterly regret buying from Loaf, it’s an absolute joke. If we could afford to scrap it we would. Oh and it’s the most uncomfortable thing I have ever sat on, rock hard within 5 minutes of wrestling with those cushions.”

Helpful Report

Posted 2 months ago

“The loaf marketing department deserve 5 stars for their convincing adverts..Sadly this is the most expensive pile of rubbish I regret buying..Sitting on the floor is the comfortable option.Loaf sofas arrive looking beautiful ànd that is all they are fit for looking at.”

Helpful Report

Posted 3 months ago

“Customer service is terrible or non existent. Squisharoo sofa cushions flat after 2 seconds . Only purchased 2 years ago and seat cushions is lumpy despite constant plumping. Would not recommend.”

Helpful Report

Posted 3 months ago

“Bought a large Smithy sofa at the end of 2021. We have been enduring it ever since. Having to plump the cushions all the time to make it even vaguely comfortable for 10 minutes was a torturous exercise, especially when heavily pregnant. I contacted Loaf about how flat the cushions were and was sent replacement seat cushions for free. They claimed they had a different filling. For about a week they were puffy and delightful. I felt a false sense of hope. They are now flat as the previous ones but went floppy even quicker. The most disappointing thing is how careful we were when selecting our sofa. We went to the Battersea showroom to try them out and were pleased with the level of cushion support. I can only assume that they use a different filling in the showroom sofas. No way the poor staff are plumping the sofas 15 times a day to keep them looking presentable. Will never go for a sofa with feathers again.”

Helpful Report

Posted 3 months ago

“After 6 months, our large Smithy sofa seats became flat, lumpy, and unbearable to sit on. To look vaguely normal they need to be plumped multiple times a day - heavy, hard work, and time consuming. Unsustainable. Have complained to Loaf, had a technician come to visit, and was informed that because there is no manufacturing error, they will not take any further action, and after further complaint from me, directed me to the furniture ombudsman. It is clear this is a common (universal?) experience and I have found a strange comfort in reading others' similar situations. Like many here, I wish I had seen these reviews before purchase (reviews on trust pilot etc... generally seem to be after immediate purchase when all seems well). I wish I had never wasted so much money on the worst, most uncomfortable sofa I've had the misfortune to sit on. Loaf sucks. I have contacted The Cushion Guys to find out about options for replacement.”

Helpful Report

Posted 5 months ago

“I bought 4 Milk bar stools. They looked great - but after about 9 months they started to fall apart. I removed the base cover to see what was going on only to find that the base wood that takes all of the weight is not one solid piece but multiple scraps of wood stapled together. These staples inevitably fail over time and then the whole thing starts to fall apart. It’s literally the leather holding them together. These are some of the most expensive stools on the market and yet they are using scraps of wood to build them. It’s unbelievable. The cheapest stools are made with solid bases, that’s just the absolute base level of manufacturing. I complained about this a few years ago and they said they would review the manufacturing process. I saw that they still sell milk stools so I’ve ordered more (they match the kitchen) and guess what, they have all been built with scraps of wood so not just a bad batch. Loaf is a complete rip off. Appalling.”

Helpful Report

Posted 5 months ago

“Bought a large Squish mister sofa 6 months ago. It looks amazing but I no longer sit on it as it actually hurts as it is so uncomfortable! Like others have said I am constantly trying to plump the cushions that are extremely heavy and within minutes everything is compacted and rock hard. I have contacted loaf and so far they have been good at getting back to me. Someone is coming out to look at it so interested to see what they will say/do.”

Helpful Report

Posted 5 months ago

“I absolutely hate my crumpet sofa! The wooden structure broke after a year and the guy who repaired it said it was due to a knot in the wood. Cushions are flat despite puffing daily and requesting replacement cushions. Also has the most annoying squeak when you sit on one side! I know sit on the floor I hate it that much!”

Helpful Report

Posted 6 months ago

“Still waiting for a refund three weeks after goods were collected. I ordered the Coco bed a year ago. It soon became clear that it was faulty. Loaf collected it three weeks ago. I have repeatedly chased the refund but have still not received the money. This is not the first time this has happened with Loaf. I did not receive a number of items from the original order and had to repeatedly ask for a refund. Products are poor, service is terrible from both the company and their couriers and they do not issue refunds without repeated requests.”

Helpful Report

Posted 6 months ago

“My boyfriend bought a sofa that was close to £5000 in the last 6 months. He accidently put a cigarette burn and there is no way to buy the fabric to repair this. I guess they just expect you to throw the sofa away and buy a new one?!?! Customer service is terrible and the live chat is even worse.”

Helpful Report

Posted 7 months ago

“Bought two of Loaf sofas about 3 or 4 years ago and I have to say they are the worst purchases I have ever made. They are each a different style of sofa but both are so uncomfortable I usually just sit on the floor. When you do sit in them they end up looking so unsightly and messy you are forever taking off the cushions and plumping them up, believe me it's really hard work. The sofas look lovely when you don't sit in them and the customer service team are excellent, but I wish I had sent them back when I had the chance. I stupidly thought they might improve with wear.”

Helpful Report

Posted 7 months ago

Loaf is rated 1.3 based on 148 reviews