Willow & Hall Reviews

Name: Willow & Hall
Rating: 4.69

4.7 Rating 2,695 Reviews

94 %

of reviewers recommend Willow & Hall

Company Reviews

Questions

Metrics

4.7

Based on 2,695 reviews

Shipping & Delivery
Delivery Methods	Own Driver, Courier
Average Delivery Time	Over A Month
On-time Delivery	Greater than 44%
Accurate And Undamaged Orders	Greater than 53%
Customer Service
Communication Channels	Email, Telephone
Queries Resolved In	Over A Week

Visit Website

Phone:

89393800

Email:

sarah.massouh@willowandhall.co.uk

Location:

Regal House, 70 London Road, Twickenham
TW1 3QS

Write Your review

Tell us how Willow & Hall made you happy

Minimum 10 characters

Would you like to add a photos or videos?

Strengthen your review by uploading photos & videos.

Drag files here or browse

(Supported files: jpg, png, mpeg, ogg, mp4 & webm)

What's your name?

Leave this blank if you'd like to publish your review anonymously.

(Optional)

What's your email?

We need your email address to verify that your review is genuine

Please note that we may share your email with the company to verify your order.

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

“Kind and genuine help offered in the showroom, great range of sofas.”

Helpful Report

Posted 5 years ago

“Sofa ordered from showroom and delivered in around 4 weeks. Good delivery service and sofa comfortable and looks good.”

Helpful Report

Posted 5 years ago

“We visited the showroom in Chiswick & had brilliant service , no hard sell by the staff we had time to consider our options & a quick ordering processs - looking forward to receiving our sofa bed .”

Helpful Report

Posted 5 years ago

“Excellent website, attentive and helpful staff when needed and a wonderful finished product...”

Helpful Report

Posted 5 years ago

“Me and my husband bought a Willow and Hall sofa bed in the January sale and have had it a few weeks now with no issues. The actual sofa bed is really easy to take in and out which I had been worried about due to old ones Iíve had being a complete faff to use. This is quick and simple but still comfy when being used as a sofa.”

Helpful Report

Posted 5 years ago

“I ordered online and you rang next day to say I hadn't ordered a colour sample and arranged for one to be sent out. We also had to make a change to the order late in the day and this was done with ease despite it being a complete change in product. Highly reccomend the company. Product delivered on time, great communication about delivery and excellent quality product. Thank you.”

Helpful Report

Posted 5 years ago

“My sofa has arrived! It looks even better than I expected so Iím very glad I chose it. No real issues with ordering it or delivery although the phones were sometimes quite busy when I called with a question, but when I got through everyone I spoke to was lovely and really helpful. Iím very happy!”

Helpful Report

Posted 5 years ago

“Poor Customer Service and follow-up on issues. Unfortunately, 2 feet from the 5 seater sofa bed were accidentally not provided. Delivery team was excellent and simply a genuine mistake. On the same day of delivery, I provided pictures of the error and it took 2 weeks for someone to send me an email stating that it was being looked into; another 2 weeks and then I had to prompt a request for communication; 5 weeks after delivery, I still have no resolution and no idea when the missing feet of the sofa will be delivered and assembled. Sadly, customer service on such a high value item is very below expectation.”

Helpful Report

Posted 5 years ago

“Two delivery men were very helpful, assembled the sofa and demonstrated and explained everything very well.”

Helpful Report

Posted 5 years ago

“Great products. My second sofa delivered. Perfect. Staff in store and delivery guys are so helpful. Very pleased with the way this company do business. Would highly recommend.”

Helpful Report

Posted 5 years ago

“Great customer service .Very happy with item, colour and quality great.”

Helpful Report

Posted 5 years ago

“I bought a sofa bed from Willow & Hall after a recommendation from my sister and weíve been really happy with it, but just been used as a sofa up until now. Hadnít left a review before because we hadnít actually had any need to use the bed, but my husband slept on it over the weekend and said it was really comfortable. We went for the memory foam mattress so Iím glad itís now getting some use. Would recommend going for the memory foam if you can.”

Helpful Report

Posted 5 years ago

“Excellent service and product, from my initial contact with the company to actual deliver all personnel where extremely professional- would definitely recommend”

Helpful Report

Posted 5 years ago

“I received a thoroughly professional service throughout the buying experience. Helpful staff who took time to answer my many queries. Timely delivery of samples to consider. Friendly and professional delivery staff. An excellent product. Overall delighted with my purchase”

Helpful Report

Posted 5 years ago

“Service was good, but getting to speak to somebody to ask a question or respond to confirm delivery (as requested) impossible.”

Helpful Report

Posted 5 years ago

“Avoid this company at all costs! If you are considering buying a sofa with this company, please save yourself a lot of stress and hassle and go with a more reputable firm. I wasted over seven weeks waiting for a sofa, only to be told - after many MANY complaints and requests for updates and information, that it would not be delivered next week (which is when I needed it delivered and had told the services team this many times) - and that in fact it may not be delivered for another THREE weeks (or who knows, months...) And again, this information was not provided until I had complained to the management not once, but three times. This company not only has significant issues with its supply chain, but it also has major problems communicating any issues with its customers. You have to really chase them to get any information - such as the fact that your sofa is significantly delayed and won't be arriving any time soon (regardless of the fact that you were told only two weeks ago that the sofa was in the final stages of construction and that the fabric had been delivered on time so everything was looking peachy) so what happened? God knows. Right from the start, the communication was problematic and key information not imparted. Firstly, the website really needs to advertise more clearly (or at all - is it hidden in the small print somewhere?) that the leather fabric is in fact faux leather, an oversight which I feel is very misleading. I was only warned about it with a phone call a few weeks after placing the order. I checked the website and as far as I can see this has still not been changed despite my complaining about it. I also only recently found out that the delivery team do not deliver at the weekend, something that I was also not informed of at any point when I ordered my sofa over the phone. Over two weeks ago, after the customer services team were still unable to provide me with any sort of update - beyond the fact that there was a delay (and I had to chase them to find this out) I posted a negative review on Trustpilot. Only then did a manager get in touch (it seems that their online image is much more important than actually making their customers happy) and I was promised improved communication and reassured that they would work with me in the next two weeks to arrange a delivery date. I was also promised an update the next day. Neither happened. I rang up a couple of days later and was told that the construction was in the final stages and the fabric had arrived so delivery would be soon. It's now been over seven weeks. This company is well aware that I have been sitting on the floor for the last seven weeks and that I'm actually at home unwell. I have very bad arthritis. I have now cancelled the sofa after being told by Harriet that delivery would not be for at least another three weeks, although no explanation was provided as to why there was a further delay. It doesn't make sense to me after being told that the sofa had been constructed and only needed the material added, which had arrived on time. I was told that the delay was due to a problem with their supply chain. I can only hazard a guess that the management team have been less than honest with me and that the sofa was never in the final stages of construction.”

Helpful Report

Posted 5 years ago

Good afternoon Laura, Thank you for taking the time to leave us a review. Firstly, I would like to apologise for the experience you had with us at Willow & Hall. We are very sorry that the whole journey felt stressful and unpleasant. We would have loved to have had the opportunity to turn this around, but ultimately could not make any false promises regarding a delivery date that we could not fulfil. As discussed, your full refund has been processed and the funds returned to you. Please do not hesitate to contact us if you have any further questions. Kind regards, Hugo

Posted 5 years ago

“I moved from my house to a flat on March 1st and took the sofa bed with me. My son helped with the move and he stayed for 3 nights and said the mattress was the most comfortable he had ever slept on. He was very interested in it so you may be hearing from him.”

Helpful Report

Posted 5 years ago

“Ordered my sofa bed in the showroom with a nice guy who was really helpful at talking me through the different products they had. We didnít need anything fancy so decided to go for the Appley which looked like the easiest one to roll out for guests and wouldnít take up too much space (and wasnít too pricey)! He recommended a stain resistant fabric as we have two dogs so we chose a velvet which we didnít think weíd be able to have but can just wipe clean which was quite exciting. Really looking forward to my sofa bed arriving!”

Helpful Report

Posted 5 years ago

“I was really nervous about buying a sofa online, seemed a bit crazy to buy something Iíd never even sat on! But my friend had recommended Willow and hall so decided to give them a try. Ordered some fabrics and product information which came in a nice box with a tea bag and brochure. Didnít like any of the fabrics so ordered another box and found a blue velvet which felt lovely so decided to bite the bullet and go for it. Placed my order and had a phone call the next day to confirm all my choices and to talk me through them to check I was completely happy which was reassuring! Didnít then hear anything for a while which made me a bit jittery but got the delivery call as planned and they offered me a spot two days later. Obviously this was quite short notice but I didnít have any plans so worked well and I had my sofa later that week! The velvet looks great and Iím happy we went with the more expensive cushions as they do feel really comfy. A good experience all round.”

Helpful Report

Posted 5 years ago

“Received my sofa bed a few weeks ago but just had my first guest to stay. Rave reviews! Sheís even started to look at getting at her own sofa bed from willow and hall.”

Helpful Report

Posted 5 years ago

Willow & Hall is rated 4.7 based on 2,695 reviews