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

“My sofa took just over 22 weeks to come. I must say I’m relieved that it actually arrived and was what I had ordered, as my experience with the company has been appalling. I was very patient at first as I know covid and brexit has effected all sorts of companies, but the customer service at Willow & Hall is particularly poor. The phone lines aren’t working. The apologies are lacklustre and meaningless. They didn’t contact me about the delays, I contacted them, every single time. I was fobbed off each time and the completion date was moved by 2 weeks on 4 separate occasions to the point where I was worried it was a scam and I would never get my sofa or see my money again. I measured my doors and they said it would fit, but when it arrived it didn’t fit through the door and I had to take a window panel out to get it into the room. A lot of unnecessary anxiety and stress that could have been combatted with good communication. Waiting 6 months for a sofa is actually hilarious! It’s really not worth using this company in my opinion. Such a shame as the sofa seems nice. Good customer service and communication is everything. They fail monumentally at this.”

Helpful Report

Posted 3 years ago

“Sofa ordered 1st May, won't arrive until September Sofa ordered 1st May No communication on where the sofa is, any updates at all apart from confirmation Called the phone line, busy Retried 20+ times Put on hold for 1+ hrs Through the customer service, nothing they can do to get me my order by the proposed 21st July originally cited Now told completion due 16th August Then they send to logistics week after Then we have to book the delivery itself so realistically it will arrive in September Unacceptable deviation from what was advertised as their product offering, won't arrive within 4months of paying for it and no communication to tell us so Just not worth it”

Helpful Report

Posted 3 years ago

“DO NOT ORDER FROM THIS COMPANY!!!!! we spent £5000 on a large sofa bed on 19th February 2021 and still no sofa. They dont reply to emails or answer the phone !! WILLOW AND HALL WHERE IS MY SOFA”

Helpful Report

Posted 3 years ago

“Disgusting thieves stealing money off people not replying to emails, nobody answers the phone line cos nobody's there!!! My daughter has spent £3000 on a sofa and already waited over 3 months and heard nothing we are getting in touch with watchdog and using media to put it out there, do not use this company!!!!!!!!!!!!”

Helpful Report

Posted 3 years ago

Helpful Report

Posted 3 years ago

“I order a sofa on the 19 February and was promised delivery by mid May, then mid June. Still nothing has been delivered and I cannot get hold of them. They do not answer emails and their phone are unavailable. Bad customer service so far and they have £1600 of my money. I have no clue where to go from here.”

Helpful Report

Posted 3 years ago

“We ordered two sofa beds on 16 February. Delivered on 30 June. Over £2,000 of damage done by very rude "white glove" service delivery, and one of the sofa beds itself was broken. I advise everyone to cancel all orders at once. We will send back their goods, and sue for their damage.”

Helpful Report

Posted 3 years ago

“There are pages and pages of 1 stars, how come this company still has 4.76???, this is misleading. I wouldn't say it is a scam but, they don't deliver. Great web page, great process to get you to buy something, but at the time of delivery is where they fail horribly. Could be COVID, I don't know, but 24 weeks for a delivery when they said it was going to be 10 to 12 is unacceptable. I was also very badly managed as a concerned customer. They send clearly pre written apologies by email, but it was reactive to me asking about the delivery. Maybe if they were honest about the issue, well in advance I would have accepted the delay, but no, I was completely blind of what was happening, I was just being given a new delivery date every time, that was never met. I understand the unprecedented circumstances, but just tell me you can't deliver, we can work together towards a solution. I can plan ahead. But no, you kept on lying. I would not recommend them just because of this.”

Helpful Report

Posted 3 years ago

“Exactly the same problem as Caroline Manning but we bought the Sofa bed in January and still waiting. They don't answer my emails and their telephone number still not working and this is my second week calling them. After so many lies saying that they would deliver it to me in a week we have made the cancellation on June 1st and they have not refunded me the money yet. Now they do not answer the phone or answer mail. I have decided to sue them not only because the way they do not serve their customers is unacceptable but because at the time of purchase it was pointed out that the sofa bed was essential since we needed it urgently and we trusted the delivery date. PLEASE DO NOT BUY THEM THEY ARE SCAMMERS”

Helpful Report

Posted 3 years ago

“DO NOT PURCHASE FROM THIS COMPANY!!! I ordered a sofabed from Willow and Hall on 11th February 2021. I was told 11-12 weeks delivery. It is now 24th June, ie 19 weeks later. I have not once been contacted with delivery updates, but instead have had to repeatedly chase by email (only once have I managed to get anyone on the phone). Each time I have had to wait several days for an email response, and I have been repeatedly fobbed off with assurances that the sofabed is nearly ready, now ready for delivery, on its way to the delivery team, due to be finished next week, due to be delivered next week etc etc. The customer service is unacceptable, and I have now lost all confidence that I shall ever receive the goods I paid for (£1600) some four and a half months ago. I am now going to contact my credit card company under Section 75 of the Consumer Credit Act. Unfortunately it looks as though many other customers of theirs, also reporting problems here, will be forced to do the same. What a shame that a British company appears to have let itself down so badly.”

Helpful Report

Posted 3 years ago

“As below, I have called multiple times but no one answers and no response to email. They take your money quick enough and then nothing. Try to make a complaint but thus us the only place to vent my frustration and disappointment”

Helpful Report

Posted 3 years ago

“We ordered a sofa bed in March and were informed it would take 10-12 weeks to be delivered due to Covid - completely understandable and we assumed it would be 12 weeks. Our order confirmation stated ‘Your next contact from Willow & Hall will be to book your delivery’ however at 11 weeks we had heard nothing. We had made plans for family and friends to visit and use our new sofa bed as the lockdown restrictions were eased, so called Willow & Hall to arrange the delivery date, only to casually be told that the sofa would not be made until the week commencing 12th July, and delivery would be week commencing the 19th July. It’s a good job we called, because we’ve received no explanation of why there is such a significant delay, and if this new delivery date still stands today. We were really pleased with the company when purchasing the sofa, but the radio silence from customer service since is appalling - not what we expected for what we thought was a premium product and company.”

Helpful Report

Posted 3 years ago

“Awful experience so far! I recommend avoiding them! Ordered a bed in March which should have been delivered in 10-12 weeks. We are now in week 15 and I have just been told that it will be at least another 2 weeks until my bed is with the delivery company then they will see when they can fit delivery into their schedule. Having called multiple times I have 0 confidence that this information is even true. I had previously been told after multiple calls that my bed would be here at the beginning of June. It's a different story every time and the customer service team promise to take actions and come back to you but don't. Honestly the worst customer experience I have ever received. I will be contacting them for a full refund on Monday and ordering from another company. Such a waste of time waiting! I don't have a single good word about this company.”

Helpful Report

Posted 3 years ago

“Never ever order from Willow and Hall if you actually want to receive the stuff you paid for. The request money upfront and then they stop answering their phone lines or answer their emails. Have been waiting for over 17 weeks, waste of time, waste of money. Just disgusting!”

Helpful Report

Posted 3 years ago

“Have contacted Rouge Traders, they will only get involved if it is an established con. However have had some good advice and they are now under the microscope atm. Absolutely no customer service, leading everyone up the garden path and very short office hours, stinks of something seriously wrong. I will see if they even response out with the normal delay-tactics and deliver. 8 months and still waiting. I think someone may go to jail. Oh beware they insist on £ up front.”

Helpful Report

Posted 3 years ago

“We placed an order in January for 2 sofabeds and we still haven't received our order (it's now nearly June!). We have been continuously contacting them and told different things each time, that our order is delayed but it should be delivered within a week. It has now been months. We have been told that we will be contacted by the delivery team to arrange our delivery - we haven't been contacted once, we have had to contact them each time. We have had false promises made and are completely fed up now.”

Helpful Report

Posted 3 years ago

“Horrendous experience, still waiting for refund. Bought this sofa in October - now May still no refund. They cannot honour the orders that they take and the teams within this business have no clue what other teams are doing. We eventually got our sofa after spending much time chasing them up in March but the delivery did not arrive on the intended day and I watched the tracking go right past our address because 'they hadn't been given the right phone number'. When we finally got the sofa the fabric had several holes and is clearly very thin cheap fabric. When I reported this they told me I would have to wait for another 3 months - JULY. I had to call them twice to obtain a refund and I'm still waiting 21 days later for a refund. DO NOT ORDER FROM THEM, nobody needs this kind of hassle. During this time I have ordered from another company and they've been excellent so it is possible.”

Helpful Report

Posted 3 years ago

“Customer Service - Zero customer service - zero points. We placed an order on the 11th of February, due to COVID reasons the delivery originally was at 5 weeks was increased to 10-12 weeks, so 10 weeks was 20th April, 12 weeks 4th of May. During this time we have not had one phone call or email giving us any clarification of our order. I have spent hours trying to get through to them asking for clarification, at the beginning of May, when I managed to get through to them they promised to check with the factory and ring me back, guess what no return phone call, so I had to spend another hour on the phone waiting to speak to them, eventually I spoke to a lady who told me that she had spoken to the manufacturer, and that the sofa will finish out of production the week of the 10th of May, and delivery will be the following week the 17th of May, today after another hour telling me that I was sixth in the queue, My wife spoke to them and was told that the sofa would now not be ready until the week of the 24th of May, and possible delivery would be the 7th of June. We explained that our family and grandchildren were due to come and stay with us on the 29th of May, and we have no bed for them, as we had ordered the bed settee in plenty of time. We have not seen our family in over 15 months due to COVID-19. So it means now due to the inefficiency of Willow and Hall, that either we or our children will have to sleep on the floor. This is unacceptable. What annoys me most is that the company Willow and Hall have absolutely NO customer service, not once since the order confirmation on the 9th of February have they been in contact with us either by phone or by email, and I have spent hours chasing them. This is NO way to run a Company especially in the business they are in the MD Sarah Massouh, Hannah Rosman, Senior Marketing Manager, Harriet Ross, Customer Experience Manager, Ben Goodman, Customer Services Manager are not contactable by email or phone. I do not like leaving bad reviews and this company is the first that I have done so. So be warned if you order anything, the above is the likely outcome. I understand from other reviews on trust pilot that people who ordered in December and January have still not had there sofa beds!”

Helpful Report

Posted 3 years ago

“Still awaiting for the feet to arrive months after delivery. Overall bad quality. Avoid.”

Helpful Report

Posted 3 years ago

“Horrified reading recent reviews. We paid for a corner sofa bed 19 weeks ago. No response to calls or emails. Today May 12th having read many similar stories we have requested a refund. Prior to putting on our order we were told there would be a no quibbles return as the showroom was closed. Let's see if we get a response. We will be chasing one.”

Helpful Report

Posted 3 years ago

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