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

“Ordered a stock item for delivery in 2 weeks. Delivery failed to arrive on agreed date. Poor communication throughout, typically only received when prompted by chasing up. At no point did they have any detailed answer on location of item or updated delivery date. Even COO spoke in vague terms and his promise broken and no ownership to follow-up at any point. 8.5 weeks later they cancel the order as item is lost or damaged (they still dont know). Do not purchase from Willow & Hall. Worse retail experience I have ever encountered.”

Helpful Report

Posted 3 years ago

“Our sofa bed still looks good and is comfortable to sleep in after 5 years of use. It is without a doubt the best sofa bed we have ever purchased.”

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Posted 3 years ago

“It is a nice looking chair and easily changed into a comfortable single bed. Guests found it very comfortable to sleep on and it looks still as new. I recommend Willow and Hall if you want a comfortable guest bed that can be used in a sitting room as an attractive easy chair. I am still pleased with the purchase five years later. Quality must be good as it is still as new. Elsa Macintyre”

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Posted 3 years ago

“Well made & comfy to sit on as well as a good spare bed . Value for money and good service/ delivery”

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Posted 3 years ago

“Beautiful hand made sofas - and great customer service. We still love ours and it looks like new 4 years later.”

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Posted 3 years ago

“These are over priced, poor quality examples of a sofa bed. I paid extra for instructions at delivery and partial assembly for easier move into home. Delivery people knew nothing of this so sofa had to be put thru window a d I was not given instructions in how to remove arms for future moving. Sofa bed is as uncomfortable as any I've ever slept on. Mattress makes no difference in how uncomfortable the bar in your back is. Bed now sags down to floor under sofa, leaving integrity of seating completely compromised. Sitting anywhere other that far edges is like sitting in a canyon. Buy a reasonably priced sofa bed. When gets as bad as my Willow and Hall sofa bed, you will be able to afford a bra d new one. DONT WASTE YOUR MONEY”

Helpful Report

Posted 3 years ago

“PLEASE ..... NEVER BUY FROM THIS COMPANY !!!I cannot stress enough that they lie, lie, lie! They say 12 - 14 weeks ... we are 24 weeks in and still have no sofa ..... I've been told today it's not even made yet!!!!! .... we paid £2,500 beginning of June .....!!!!!! Outrageous!!! They should be shut down. Please anybody thinking of buying from them ..... DON'T !!!!!!!!!!!!”

Helpful Report

Posted 3 years ago

“[Paid £ 1,590.50 Waited 5 months for my sofa bed, paid for removable arms but delivery guy rejected to remove them. My wall ended up having scratches, cracks and few dents. Sofa itself has very noticeable damage. Email them and NO response for more than 7 days, so called them today 18 Nov 2021, been told "our related team will email you"..... ] Delay after delay finally received sofa this month which I have ordered in June. No one ever contacted me about the delay, I had to email them every few weeks to find out the situation. Tired call them twice, waited 40min and 20min to answer. Delivery was horrible. Paid extra for removable arms but the delivery team rejected to remove them as on their system, my sofa arms are not removeable. Show them my order confirmation which has "Removeable arms" details but they did not want to take any responsibility. They forced move sofa to room without removing the arms. That made my new build wall damaged with paint scratches, cracks and dents. Sofa stocked in the middle of the stairs, my husband used tools to removal the arms himself. Delivery guys just watching him. Arrived in room, removed the plastic package and saw the sofa corner was extremely damaged. Once open the sofa bed, both frame edges had scratches. I paid £ 1,590.50 on 27 June 2021 for this sofa bed and your “white glove experience”. Received damaged sofa on Nov 2021 and your team rejected the service I have paid for and damaged my new build house with paint cracks and dents on the wall. Moreover, none of the delivery people used WHITE GLOVE! From the web: "WHITE GLOVE DELIVERY Every piece of furniture is delivered by a two man delivery team, who offer a white glove delivery service into a room of your choice" Sent emails and no reply from Harriet (Head of Customer Experience) for more than 7 days.”

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Posted 3 years ago

“Fabulous sofa. Great service and we are very happy with the sofa bed and armchairs. Extremely comfortable and stylish sofa and sofa bed.”

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Posted 3 years ago

“The furniture is of excellent quality and even 5 years on is as good as new. The furniture is unique and still feels very special.”

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Posted 3 years ago

“We bought a sofa bed and a sofa 5 years ago, the service and delivery at the time were exemplary and the sofas still look as good as new.”

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Posted 3 years ago

“We bought a corner sofa bed and chair. They were delivered on time down narrow lanes. The delivery team were excellent. The furniture is well made and comfortable, so is the bed!!”

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Posted 3 years ago

“Great service, fantastic quality and excellent customer service. We are very happy with our sofa.”

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Posted 3 years ago

“I bought two sofas and a headboard and all was delivered on time and with care by the carriers. The fabrics and quality of the workmanship is outstanding and I wouldn’t hesitate to buy from this company again in the future 😊”

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Posted 3 years ago

“Received delivery of a new divan bed and headboard. The quality is excellent and it looks beautiful in our new bedroom! Delivery was on time and the drivers were very friendly too.”

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Posted 3 years ago

“Lovely sofa bed - still looks good as new 6 years later!!”

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Posted 3 years ago

“If I could have given a 0 star review, I would have. While the sofa bed is nice enough - a beautiful colour, comfortable, and seemingly well made - the customer service experience and Senior Management Team involvement has been nothing short of appalling. The sofa bed purchased was finally delivered three months after the original purchase; well outside the estimated 10-12 weeks for manufacture and delivery. There was a total absence of any form of communication from Willow & Hall with regards to these delays and any explanation for them, unless they were pressed and prompted by multiple calls and emails. When delivery was eventually made, the product was damaged in the process. Getting blood out of a stone would be easier than getting compensation or timely repairs from Willow & Hall. What is all the more frustrating is that they hid behind excuses of the disruption caused by Covid-19 and being a small team thus unable to manage the volume of communication they received, despite their poor customer service reviews dating back three years.”

Helpful Report

Posted 3 years ago

“We ordered our sofabed on 7th May, in good time for the move to our new home. We were given no updates on progress for the fist few months, but after a number of emails we have now been told that the sofabed was built early in October. I have been explaining for weeks that I have guests coming on 6th November - but the delivery team have not been in touch and I have no idea when I will get my sofabed. I have just been holding on the phoneline for over 30 mins and was still number 6 in the queue - but even when I do get through to the customer service phoneline staff (as I have done for the last few days) they are not able to get anything done about the delivery.”

Helpful Report

Posted 3 years ago

“I ordered my sofabed in June and received it in October. Customer service was helpful when it was delayed and I understood that Brexit had caused issues outwith their control. After some initial issues they were good at keeping me updated. The delivery went well and the delivery men were really helpful despite the awkward entrance and stairs to my home. The sofabed itself has a cheap feel to it which is not ideal as I paid 1,300 for it! The cushions are really hard and it reminds me of a cheap sofa from IKEA. The cushions are thin and the material has a thin cheap feel to it. The sofa bed action is however good and it is solid and sturdy. I ordered the memory foam mattress and my guests have found it very comfortable. Because it has such a cheap look to it I was tempted to return it, I won't however as it's the only one to fit in the space I have.”

Helpful Report

Posted 3 years ago

“Wonderful service from Willow and Hall in a relaxed environment, coffee and helpful staff. We are loving our Willow and Hall sofas and the covers wash beautifully. Highly recommend this great company and good to know it's not a big chain”

Helpful Report

Posted 3 years ago

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