Willow & Hall Reviews

Name: Willow & Hall
Rating: 4.69

4.7 Rating 2,695 Reviews

94 %

of reviewers recommend Willow & Hall

Company Reviews

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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

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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

“We bought our sofa bed some time ago and it has stood the test of time very well. We received great advice about the best colour and fabric for a home with 2 cats and it still looks pristine. It is comfortable to sleep on and worth paying a little extra for.”

Helpful Report

Posted 2 years ago

Good Afternoon Chris Thank you for taking the time to leave this review and for your kind words regarding the service we provide and your Sofa Bed. I hope you are still satisfied with it and please feel free to contact us if you have any further questions. Kind Regards Jake

Posted 2 years ago

“!!!!!!!!!!!!!!!!!DO NOT ORDER FROM THIS COWBOY COMPANY!!!!!!!!!!!!! I ordered my sofa over a year ago, during the pandemic believing that a UK based company A) would be easier delivery and turn around B) it was important to support independent businesses. Oh how wrong I was. After being told 5-6 weeks for delivery, that soon shot up to 10-12. No problem I thought, we were mid pandemic. I called around 8 weeks after my order date to get an update and was told that it would be closer to the 12 week mark but everything was on track still. Following this phone call I arranged the sale of my current sofa's which are being collected on the 25th June, the week AFTER I was due to receive my items. 12 weeks came and I had heard nothing. After waiting for an hour on hold, I was told that in fact my order won't be ready by 21st June which is the 12 week mark, and will only be completed in the warehouse the week of the 11th July and will be delivered sometime in the two weeks following that. Of course, THIS DID NOT HAPPEN. My sofa turned up 6 months and 2 weeks after ordering and it was damaged. After various complaints trying to get a cushion replaced, it has taken over 3 months for a replacement to be sent which was delivered today after chasing and chasing. THE REPLACEMENT IS FOR THE WRONG CUSHON. THIS COMPANY ARE AN ABSOLUTE JOKE AND A WASTE OF MONEY. I appreciate the 10-12 weeks is estimated and there can be delays. I run my own business, I know businesses have been hit hard during Covid but there is absolutely no excuse for your company not notifying customers that my order could in fact be 6 weeks later than told, especially considering I have spent over two thousand pounds with you. Rather than your manager who I spoke to on the phone trying to resolve the issue, I got him agreeing with me and repeatedly saying 'I know' when I said I should have been notified and that it isn't good enough. If your manager knows that this isn't acceptable why on earth is it happening? I ignored the masses of negative reviews online when in reality I am sure I am one of many hugely dissatisfied with the customer care. A year on, I am now trying to return my sofa because I simply cannot deal with this cowboy company anymore. !!!!!!DO NOT SHOP HERE!!!!!”

Helpful Report

Posted 2 years ago

Good Afternoon Rebecca, Thank you for taking the time to speak to me just now in regards to this experience and I am truly and deeply sorry for everything. As discussed moving forward I am going to personally help on this and turn this experience around. I will be in contact with you tomorrow again with an update on the current issue. Thank you for giving me the time and chance on this to resolve the issue and provide the service you should have received at the beginning. Kind regards, Jamie

Posted 2 years ago

“very good service ,good delivery , my settee looks as good now as when I first had it delivered 5 years ago.”

Helpful Report

Posted 2 years ago

Good Afternoon Thank you for taking the time to leave this review and for your kind words regarding the sofa, please feel free to contact us if you have any further questions. Kind Regards Jake

Posted 2 years ago

“The Wishford armchair I bought in 2017 was ready and delivered in the time stated. The overall service I received was excellent and I would certainly buy agin from Willow & Hall. Nearly five years on and after daily use, the chair still looks great.”

Helpful Report

Posted 2 years ago

Good Afternoon Wendy Thank you for taking the time to leave this review and for your kind words regarding the service we provide and your Sofa Bed. I hope you are still satisfied with it and please feel free to contact us if you have any further questions. Kind Regards Jake

Posted 2 years ago

“I bought a lovely sofabed some years ago and it is of the highest quality. Willow and Hall installed it - up three flights of stairs - and gave outstanding service. Highly recommend.”

Helpful Report

Posted 2 years ago

Good Afternoon Susan Thank you for taking the time to leave this review and for your kind words regarding the service we provide and your Sofa Bed. I hope you are still satisfied with it and please feel free to contact us if you have any further questions. Kind Regards Jake

Posted 2 years ago

“Second time a delivery has been attempted - both occasions the removable arms had not been removed meaning the delivery drivers saying they cannot deliver and are not authorised to remove the arms - there is a common theme around this in a number of reviews. Not sure why Willow and Hall believe people pay the extra for removable arms than to get it in a tight space. Very disappointing.”

Helpful Report

Posted 2 years ago

Good Afternoon Darren, My apologies for the poor service you have received during delivery, we are striving to improve in all areas but please let us know if there is anything else at all we can assist with at this stage. Many Thanks Jake

Posted 2 years ago

“Very disappointed. So much delay and mistakes in the delivery.... I still don't have my sofa and I am highly frustrated.”

Helpful Report

Posted 2 years ago

Good Afternoon Alexia, We are very sorry to hear that you are unhappy with your experience with Willow and Hall. Willow and Hall prides itself on offering the highest quality handmade British furniture alongside an excellent customer experience. Sadly, our business is still suffering from employment shortages, raw material availability, manufacturing and logistics delays which are causing longer waits for all our customers. Alongside this, the logistics industry is facing a shortage of drivers to move our goods around and deliver to you in the normal lead times. We are working on fixing all these issues, including the quality of communication to all customers, of which we admit we have not been good enough. The majority of our customers have had a good experience and we never like seeing those that don’t meet expectations, so again we are sorry. Many Thanks Jake

Posted 2 years ago

“Bought a sofa bed 5 years ago to be used mainly in the kids games room. Have used the sofa more as a bed in the last year to help a family member recuperate, from a serious accident, with us at home. Very happy with the purchase.”

Helpful Report

Posted 2 years ago

Good afternoon, Thank you for taking the time to leave this review, I am pleased to hear you are happy with the product overall! Please do not hesitate to contact us if you need any further support. Kind regards, Jamie

Posted 2 years ago

“AVOID THESE COWBOYS AT ALL COSTS! Waited over 4 months for our £2,200 ‘luxury’ sofa bed… When it finally arrived, it wouldn’t fit through the door because they FORGOT to remove the arms as requested! It gets worse… They came back to deliver it a week later and this time they only delivered the chaise part of the sofa! The other half of the sofa including the sofa bed was MISSING! Comical, right? Oh, and the chaise was damaged too. Of course it was. I was initially given a 20% compensation due to the delay but they have now retracted this as I requested a full refund. So the long and short is, 5 months on, we’re still without a sofa in our new home and we’ve got absolutely nothing to show for it. Lucky us, hey? You’ve proper MUGGED us off. You would be ashamed of yourselves. Muppets.”

Helpful Report

Posted 2 years ago

“We bought a sofa bed and matching armchair five years ago and are very pleased with the product. We chose the velvet cover and it has been very hardwearing and easy to clean. We had the memory foam mattress and everyone who has slept on it, including myself, finds it very comfortable. I would definitely recommend Willow and Hall.”

Helpful Report

Posted 2 years ago

“We bought a single sofa bed in 2017. There was a wide range of colours, and we chose a shade of grey that matched our colour scheme well. Four years on, the sofa still looks immaculate. Everyone who has slept on the bed has found it very comfortable. The mechanism to turn from sofa to bed and back again is simple to operate. Recommended.”

Helpful Report

Posted 2 years ago

“I bought my sofa bed in 2017 and it has been used by my son every day since. Knowing that the mattress had to be good for constant use, plus the covers had to be ' forgiving' I took a leap of faith and invested in a quality product and Willow and Hall did'nt disappoint. It is by far the best piece of furniture I have ever bought. Customer service and delivery good too.”

Helpful Report

Posted 2 years ago

“It's not just about the great quality, but the aftercare is perfect with this shop. My tenants ruined my sofa bed and years after I bought it, they were still happy to help changing the mattress.”

Helpful Report

Posted 2 years ago

“We purchased our king size bed with Willow & Hall in 2017 and we couldn’t be happier. The quality is excellent and four years later the bed is still like new. Highly recommend.”

Helpful Report

Posted 2 years ago

“In order to provide a review I have to give one star - out of choice I would give ZERO - I am surprised I have been asked to give a review as Willow & Hall must have recognised at the time we had a bad experience. In short I will NEVER buy again from Willow & Hall and will actively discourage any friends or family from buying from them. The quality was disastrous, due to a manufacturing fault one of the main spas in the sofa broke and Willow & Hall were really difficult to deal with in getting it resolved. AVOID Willow and Hall, they do not deserve to be in business”

Helpful Report

Posted 2 years ago

“Sofa cushions have lost their shape and are difficult to manoeuvre the padding around in the case in order to reshape. Colour has not faded and it is easy to remove any superficial marks. Although I had ordered a light beige velvet and received a light grey instead.... wasn't that bothered.”

Helpful Report

Posted 2 years ago

“Issues all remain outstanding and no resolution with 1/2 of sofa delivered well over two weeks ago and no solution or sign of other 1/2. Three attempts to resolve via customer service, generic response received on Google reviews, just wish I’d done my online research as we’re clearly not the only ones suffering issues. All we want is the other 1/2 of our sofa, having paid for it in full months ago. Customer service is non-existent and would strongly suggest you buy elsewhere based on this nightmare experience.”

Helpful Report

Posted 3 years ago

“Fabulous sofa bed. Looks beautiful and great to sleep on too”

Helpful Report

Posted 3 years ago

“Please please please avoid, worse customers service ever. I have waisted so much time on the phone with this company, it is honestly the worse customer experience I have ever experienced. On the 27th of July I placed an order for the sofa on Willow and Hall website. On the 9th of August I was delivered HALF of the sofa in extremely bad condition. The sofa was dirty, the fabric is ripped, and the quality is not as described. I bought a new sofa, but what it was delivered does not look like a new sofa. Following the delivery, I sent an email to the seller and never got a reply. I also called them several times. I was told a collection of the half sofa will be arranged and a full refund issued. On the 19th of August a collection was meant to happen. Instead of a collection, a different delivery person delivered the second half of the sofa. Following the delivery of the second half I called the seller to ask for an explanation and they were told a collection was going to be arranged. That collection has not been arranged until today. I have chased them several times (by email and phone) and I have not had any reply. I asked them several times for a partial refund given the condition of the sofa, they never replied to me. On the 31st August I raised a dispute with my credit card company because Willow and Hall simply stop replying to my emails. On the 21st Sep my credit card company got me a partial refund. I thought that was the end of it, I was not happy, but at least I got a partial refund through my bank. On the 2nd Dec I got an email from a company called Furdeco confirming a collection of the sofa!!! I immediately contacted Willow and Hall and they did not know what is going on. Today 7th Dec they called me back to say that: I either pay back the partial refund they gave to my bank OR give them the sofa back… I am so happy to give them the sofa back as long a full refund is issue but the sofa is not leaving my home until the money is in my account. Honestly, please avoid using this company. I have wasted so many hours on the phone with them, their delivery companies and my bank. I wish I had paid a little bit more and saved myself all the headache and the terrible customer service. Please see the images of what I ordered and what I received.”

Helpful Report

Posted 3 years ago

“Delivery failed on confirmed date, due to the driver “not being happy about my lane”. Never mind a Waitrose and Asda van had been up and down that same morning. I’ve had to chase Willow & Hall 5 times over the phone and numerous times over email and they refuse to take any responsibility and keep blaming the delivery company. I am now considering to cancel my order. Incredibly unprofessional.”

Helpful Report

Posted 3 years ago

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