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

“Frankly, one star is too many, I ordered a sofa bed in Oct- it was delivered with a hole in it just before Easter (April). I refused delivery and ever since then have been messed around by their customer service- I have spent hours on hold, barely received any communication let alone a clear idea of when the repair would be made and then after a text from the delivery team, I waited in for redelivery that turned out to be a pick up- I contacted them and was told that due to human error it hadn't been picked up from the depot and fixing it would take a further 10-12 weeks from today- I have cancelled my order and am now back to square one. I would advise this company to improve on its communication skills as I would have been willing to wait, if they had just emailed or phoned me to let me know what what happening but instead I had to waste my time contacting them all the time just to be given the runaround- I would thoroughly recommend you not waste your time buying from this company.”

Helpful Report

Posted 3 years ago

“Appalling customer service!! I have been really appalled by the customer service received by Willow and Hall. They ignore your emails, you spend hours waiting on hold and it just doesn't feel like they care about your experience with them. They have wonderful marketing and lovely products but when things go wrong my experience is their service is awful! After waiting over 6 months for my items to be delivered the ottoman I've received has been made with rusty hinges which are starting to mark the fabric. I've sent emails and photos to Willow and Hall but as of yet have not even received an acknowledgment! I have bought items from Willow and Hall for years as have my family and we've always been impressed but the way they're handling their customer service at the moment is really unacceptable. I have not received a proper apology from anyone or any sign of compensation having spent hours of my time contacting them over the past 4 months try to find out what's been going on with my items and now trying to sort out this problem with the ottoman. I would say - if service is important to you then think twice before placing an order with Willow and Hall.”

Helpful Report

Posted 3 years ago

“Terrible experience with Willow & Hall. Ordered a sofa bed back in September and it arrived 6 months later! There was damage to the feet (since rectified) but the main issue is the nice wool fabric for the cushions have been stuck to a horribly hard backing material which has caused the cushions to have a stiff and cracked appearance which is now permanent and very uncomfortable. I've since been in contact with after sales and continue to try and resolve the issue 4 months further on from receiving the sofa. This should not be an acceptable experience, especially for such an expensive sofa bed.”

Helpful Report

Posted 3 years ago

“They are actually under voluntary insolvency. My sofa order (ordered December 2020) was never delivered and they don't answer the phone. Am in the process of trying to get my money back through my credit card. Do not order from willow and hall.”

Helpful Report

Posted 3 years ago

“Brought a sofa 16 months ago and a leg fell off. Have been told I now have to pay to get a report done by a company of there choosing before anything can be done. Now they do not respond to any of my emails or answer their phone. Not sure if they are even still trading!”

Helpful Report

Posted 3 years ago

“Awful service, deadlines missed, no updates at all. Gave up after 15 weeks and got a full refund. Complete waste of time. Checkout reviews on Trust Pilot which are more up-to-date.”

Helpful Report

Posted 3 years ago

“Do NOT UNDER ANY CIRCUMSTANCES USE THIS COMPANY. I ordered a sofa six months ago, and at the time spent a long time on the phone with a sales rep checking measurements to make sure it would fit upstairs. The sofa was due for delivery in February this year (ordered November 2020). The deadline came and went with no communication from the company, and after chasing several times I was told it was delayed due to Covid, which I accepted. I was promised delivery in March, which again came and went with no communication. Having chased again and again, I was told April. It arrived and did not fit despite their assurances, and had to be sent back. I then had to chase to arrange a refund, which I was offered with no issues because it is so obviously a huge mess up on their side. However, I was told it would take max 14 days to get my money (nearly £2,000) back, and promised they would expedite this because of the problems I have had. 15 days later I had to chase again for my refund, and while they have now confirmed it has been issued, they only just advised it might take another 10 days to appear in my account. Its utterly unacceptable to take that much money from someone for 6 months with no goods ever received, and then to not action it as a matter of extreme urgency. I have been told there is just "nothing they can do". The only excuse they will give you by the way, is that "we are a small team." So, don't order from this company unless you want to spend several hours on the phone chasing them, don't mind waiting 10 days in between hearing from customer services, be £2000 poorer, and still have no product.”

Helpful Report

Posted 3 years ago

“In 2018 I bought a The Dunsmore Sofa Bed in a summer sale: 3 Seater, Textured Chenille Slate Seat Cushions Reflex foam, Mattress Open sprung. It cost £1,276.20. We used it a few (4) times for visitors but within a year it became unusable because we couldn't open or close the fold-out bed. Also a problem was the open spring mattress which is terrible, neither or us could sleep on it and we have had comments (family and trusted friends) like, "it's like sleeping on a thin bag of wire" and "how could a new mattress be so uncomfortable?" We complained within the one-year guarantee period about the failed folding mechanism but were told that the guarantee did not apply unless we had it checked by an 'independent engineer of their choosing' and that would cost £100. On principle we objected to this as nowhere in W&H literature was this mentioned and if it were, would contradict the point of a guarantee. So we have, effectively, a useless guarantee and a useless bed. The marketing is very slick but the actual sofa-beds are not fit for purpose, and it feels like a bit of a con. So I can conclude by saying that our 'luxury mattress' has been an unmitigated, expensive disaster!”

Helpful Report

Posted 3 years ago

“Avoid Willow and Hall! I ordered a sofa bed and have not received it. I paid in full when I ordered it and have chased and chased via email and numerous phone calls but telephone mailboxes are full and no one responds to my emails. Awful customer service, in-fact non existent customer service. I’ve emailed various addresses .... Customer services Aftercare Trade Info Etc... The phone number on the website and listed here says it’s answered between 9-1. I have always just got a voicemail saying their inbox is full. I read on reviews.co.uk that the company was having solvency issues and this started last November. Not sure if this is true?? however they should not have taken the money from me if they could not deliver. I have now asked to cancel my order and for a full refund. Still no response. I would not recommend this company and advise you to shop elsewhere.”

Helpful Report

Posted 3 years ago

“I received my sofa this week after few weeks of delay. I wished, their customer services just be honest and tell customers, about their difficulties and the cause of delay ( covid I assume) . I am sure people would be understanding and patient.”

Helpful Report

Posted 3 years ago

“Sofa never arrived Non existent customer service. I ordered a sofa bed and have not received it. I paid in full when I ordered it and have chased and chased via email and numerous phone calls but telephone mailboxes are full and no one responds to my emails. Awful customer service, in-fact non existent customer service.”

Helpful Report

Posted 3 years ago

“I'd urge anyone to be cautious before ordering with Willow and Hall. I ordered a sofabed at beginning of Oct and still waiting. Communication is very poor. Since Oct I've had 1 notification about delays and the rest I've had to call and chase otherwise I'd know nothing. We finally booked delivery today and cleared out room but the delivery company didn't put it on the truck last night. Again, no notification and I had to call them to find out what happened. Now told I'll expect delivery maybe next again week. So frustrating and all we ever get is apologies from them but never the sofabed we ordered 6 months ago.”

Helpful Report

Posted 3 years ago

“I am still waiting for my sofa to arrive after 15 weeks. I was happy to order my sofa from a British make company. We had a sofa bed from them in 2015 and it is the best sofa I have ever slept on. But unfortunately they should not have taken any orders after November 2020. I read in the company house report about their meeting and the voluntary winding up of the company! I don’t know what to call their unethical behaviour? Very disappointing and now I have to start the dispute proceedings.”

Helpful Report

Posted 3 years ago

“No delivery after 4 months (lead time give was 10-12 weeks). Even worse though is no update from them, even after me trying several times. The customer service is appalling, they keep asking for time, saying the workshop can only be emailed and management is extremely busy so cannot address my request for an update. It is unacceptable that after over a week they cannot tell me what is happening to my order. I cannot express my disappointment and anger over how I am being treated and am looking at my legal rights to recover my money.”

Helpful Report

Posted 3 years ago

“Great experience with Willow & Hall. A small delay but given COVID not a problem and was kept up to date at all times. Sofa and sofa bed arrived and beautiful. So stunning to look at and comfortable. Will be back for a bed soon.”

Helpful Report

Posted 3 years ago

“Had a good experience. Excellent sofa and sofa bed. Looks great and feels comfortable and sturdy. Sofa bed is by far the best I can see on the market. Happy with my purchase.”

Helpful Report

Posted 3 years ago

“Was going to order a sofa bed with willow and hall but having read the reviews I have definitely changed my mind. The sample packs I ordered looked lovely. But no thank you .”

Helpful Report

Posted 3 years ago

“We were told that our delivery would be today 5th March 2021 between 8am and 10am. It did not arrive and all their customer contact details to sort this out were not available. Poor customer services.”

Helpful Report

Posted 3 years ago

“Great experience with this company. Ordered a sofa bed and armchair. Both arrived on time and look beautiful. Delivery team friendly as well and showed me how to use my sofa bed too. Delighted and will be back for a bed soon. Thank you.”

Helpful Report

Posted 3 years ago

“I ordered a sofa 18 weeks ago, paid £3,500 in full and was quoted 6-8 weeks delivery, in time for Christmas. I have had to continually chase them for an update via email as they don’t answer the phone. Have been told they have a shortage of materials due to them being used in NHS PPE and that they are short staffed due to Covid. They promised a delayed delivery of January but with a few days to go it’s looks likely they will delay again. They are still taking orders on their website, quoting 10-12 weeks delivery, in full knowledge they cannot deliver them. I have emailed them and given them 48 hours to respond or I’m instructing solicitors to sue them for £3,500 plus compensation and cost. Companies like this give small businesses a bad name and dissuade people from going anywhere other than the large companies. It’s a shame. Anyone tempted by their website to order anything should look elsewhere or face disappointment and time lost chasing their order. You will be met with indifference. Update: I have now finally received my sofa and am underwhelmed to day the least. I am still missing £180 worth of cushions and the delivery company had no record of me paying to have my old sofa taken away. As usual W&H are unresponsive and showing their utter contempt for their customers. I see they are now putting up 5 star reviews to counter all the genuine 1 star reviews from ACTUAL customers. How the directors of this business can sleep at night is beyond me. I REITERATE AGAIN - DO NOT BUY ANYTHING FROM THESE CHARLATANS”

Helpful Report

Posted 3 years ago

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