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

“Been trying to refrain from writing a bad review for a small business but my experience with Willow & Hall has been appalling. It began with the company billing me for someone else's order (and sharing personal details!) which still has not been taken off my account despite me calling them. My actual order was then delayed by over 2 months for which they offered me a small compensation in their defence but it took an inordinate amount of time to reach them over the phone. Finally, their "hassle free" returns policy is anything but hassle free. I have been waiting over 3 weeks for somebody to pick up the return and am told that I need to wait indefinitely. I am also told that I will have to continue to make the interest free credit payments until they can pick it up as they have no way of stopping that. While I understand that there must be challenges of running a business in this environment, I have found the overall experience shocking and frankly unacceptable.”

Helpful Report

Posted 3 years ago

“I ordered my sofa bed on 13th May and am still waiting. Payment made at the time. I have followed up several times and whilst Jamie at their office has responded to my emails, the workshop has been completely silent. I have no idea if I am ever going to receive the sofa bed at all. So incredibly disappointing I have say. Website and products look wonderful but not backed up in service. Am asking for a refund. I run my own business so would say to the directors of W&H, if you bother to read these reviews, get your act together and up your game in looking after your customers.”

Helpful Report

Posted 3 years ago

“Their website misled me about delivery times for my sofa bed. Very difficult to get through to them. Very difficult to get a refund for a cancelled order (14 days after being told my order had been cancelled I still haven't got my £1000+ money back. Very bad experience.”

Helpful Report

Posted 3 years ago

“Perfect really. The quality of the sofa-bed has been incredible since we bought it five years ago now - it's a superb, comfortable, durable sofa in its own right, which was important to us, but also a very comfortable bed with a full mattress which we regularly use as a guest bed for family and friends, including elderly parents with bad backs. The delivery team were great, lugging it up 3 flights of stairs and assembling without touching a surface anywhere. And when I dropped a syrup on it and thought I'd stained it for good, the customer team told me how the fabric could be cleaned without risk, so it's back to new now. Highly recommended and would look here first for another.”

Helpful Report

Posted 3 years ago

“We had a sofa bed delivered in December. Damaged during the delivery and I am still waiting for it to be repaired. I am constantly emailing for updates but nobody gets back to me. Customer service is awful. I have been waiting 9 months for it to be repaired, but I can't get a straight answer out them. They have ignored my last email. Order at your own risk.”

Helpful Report

Posted 3 years ago

“Excellent service from order through to delivery. Sofa bed and footstool bought in 2016 still looks as new , several fabric samples were sent to choose from , decision made. quality items arrived , very helpful delivery people . Sofa and footstool used daily sofa bed used many times . Would definitely recommend this company”

Helpful Report

Posted 3 years ago

“I purchased a sofa bed and corner unit 5 years ago. It still looks really good. The bed is comfortable and has been used quite often. I have washed the covers on 3 occasions( it's a light colour) and there has been no shrinkage. The delivery was on time and the whole unit was put together in less than 30 minutes by the men who delivered it.”

Helpful Report

Posted 3 years ago

“Purchased a lovely sofa bed and it has performed really well in its job for the last 5 years. Comfy, sturdy and reliable mechanism , would highly recommend.”

Helpful Report

Posted 3 years ago

“We ordered furniture from Willow and Hall (during more normal times), their customer service was great and our furniture is exactly as described on the website. Lovely company with a really helpful customer team (we didn't even go into their showroom!).”

Helpful Report

Posted 3 years ago

“Avoid at all costs. We ordered a sofa bed from this place on March 24th. We were adviced that delivery would be in 8-10 weeks, so worse case senario we would receive our sofa bed on the 2nd of June, no problem! Towards mid June, after hearing nothing from this company we enquiried as to the whereabouts of our item. We heard nothing! We chased and eventually at the end of that month were told that the item would arrive soon. I explained this wasn’t good enough as guests of ours had to book in to a hotel rather than stay with us as we could not accomadate them and that a form of compensation would be needed, if not we would have to cancel the order. The offered £60, the delivery cost. We reluctantly accepted as we did not want to begin the process of ordering another sofa bed and wait even longer. We continued to chase them after a period of patience. Often our emails were ignored or half hearted apologies were given. Promises of delivery dates came and went and now, 22 whole weeks after ordering the sofa bed has arrived. I’m not in the country and can’t see the item however we had been advised delivery would happen between 2 and 6pm. At 7am I recieved a call saying that delivery would be soon so I had to get an employee to rush over to take delivery. This earlier than specified delivery didn’t happen and came at 4pm. This resulted in someone having to take a whole day out of work to just wait. I’ve not looked at the item yet, as previously stated I am away however this company have delivered the absolute worse customer service I have ever experienced. From giving false information about dates of delivery to ignoring emails and calls, this company have showed incompatance on levels I have ever seen. Thanks to them we have had to cancel family visits to us, endured hours of stress and left so disappointed. You will not be treated with respect, you will not be given straight answers and they will let you down without giving you explanations. If they dispute any of this I’m happy to publish all emails, phone records etc Avoid Avoid Avoid.”

Helpful Report

Posted 3 years ago

“We ordered our sofa bed in February this year and after a large number of phone calls , and be given one excuse after another we finally received the sofa in July minus the two side cushions that were ordered with it. Then started the hassle all over again. Constant excuses, including could not get hold of the workshop, factory closed for a fortnight, finally not enough material ordered at the time and will have to reorder and now we are back with cannot contact the factory. This is literally never ending. Telephone/ email contact with this company is a nightmare.”

Helpful Report

Posted 3 years ago

“I am one of the people placing orders in March 2021. In good faith as the web sight and samples were really good. Nothing went well afterwards! Long story short; Get to August asked for refund. The fourteen day time period elapses today. No refund!? If this company survives (it doesn't deserve too!!) it will take time and initiative. The management is non existent so can't see that happening. I don't know how they are still able by law to take money from people.”

Helpful Report

Posted 3 years ago

“Assuming these reviews are all fake because this is the worst company I have ever dealt with. They should be shut down. They do NOT fulfill orders on time, and we're taking double or triple the amount of time they tell you, not just a week or two. And zero communication. Genuinely not sure how they're still in business when I'm seeing hundreds of similarly negative experiences online.”

Helpful Report

Posted 3 years ago

“Beautiful, well made sofas, prompt delivery and brilliant service”

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Posted 3 years ago

“We bought a sofa bed and matching 2-seat plain sofa 5 years ago for the living room. Delivery was as promised. They have proved very good value for money, even if the sofa bed has not had as much use as a bed as anticipated. But both are very comfortable as sofas. If shifting furniture around a room. be aware that a sofa bed is much heavier to move around than a plain sofa.”

Helpful Report

Posted 3 years ago

“We were looking for 2 sofa beds, Willow & Hall had the best choice & the most comfortable. We have been using our sofa beds for five years now and they still look like new and remain as comfortable. The team that helped us were extremely knowledgeable and pointed out the good and not so good things making sure the sofas we chose were exactly what we needed. I would definitely award this company 5 stars!”

Helpful Report

Posted 3 years ago

“We have several items of Willow and Hall furniture. The whole shopping experience was excellent. We visited the showroom before our first purchase, to check out the quality. We were very impressed, and made very welcome. We bought the smallest sofa bed for our landing, which has had a lot of use, is comfy, and still looks very good. The matching buttoned footstool is also in frequent use and looks like the day it arrived. We also have a buttoned storage ottoman for the bedroom, used daily, and a sofa bed in our conservatory which is very comfortable and in very regular use. We particularly liked the two week exchange policy when buying goods online, but had no reason to use it as we are thrilled with our purchases and would certainly use Willow and Hall again. Delivery was on the expected day and executed carefully and well. .”

Helpful Report

Posted 3 years ago

“I bought a sofa bed from W&H 5 years ago and love it! It's an elegant shape, beautifully made and was conveniently delivered! It was so helpful to receive sample fabric swatches and get exactly the colour I wanted. I opted for the foam cushions for cost reasons and was initially disappointed they were so firm but actually it's been an advantage as after lots of use they're now really comfy and still look great. If I reordered now I'd opt for the tope end mattress but even so the bed is still comfortable. I know where I'll be buying my next sofa from!”

Helpful Report

Posted 3 years ago

“An excellent sofa bought 5 years ago on our visit to the shop: comfortable, neat, stylish, and at an attractive price. Delivery fine.”

Helpful Report

Posted 3 years ago

“Wonderful service from start to finish. We have had our sofa bed and matching chair for five years now and it looks as good as the day we got it. The quality of workmanship is excellent and is so nice to have been able to buy British made. Well worth the money!”

Helpful Report

Posted 3 years ago

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