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

“I don’t normally leave reviews but I had a really great visit to Willow and halls store and I’m thrilled with my new sofa bed. It looks even nicer than the one I tried in the store and the velvet is a good colour match for the sample they gave me. Delivery was easy and only took about 20 minutes which was a pleasant surprise. I’ve recommended them to my friends already so thought I should share my feedback online too!”

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Posted 5 years ago

“Beautiful showroom and products. Everything was great and the sofa bed looks stylish and is very comfortable both as a sofa and bed. Good quality, glad I spent slightly more than elsewhere in the end.”

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Posted 5 years ago

“Great bed. Comfortable and looks nice. Delivery service was easy and the guys friendly and helpful. Pleased all round.”

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Posted 5 years ago

“Gorgeous sofa bed and sofa. Can see some issues in a few reviews but I personally had a seamless experience as did 2 of my friends I recommended the company too. The items are really good quality too and the velvet fabric beautiful. Very happy with my purchases and the service.”

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Posted 5 years ago

“Very happy with my sofa and sofa bed. Look very stylish and both are comfortable especially the sofa bed which guests say is the best night sleep on one they've ever had. Can not fault this company. Excellent all round.”

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Posted 5 years ago

“Lovely staff and products. Sofa bed and bed both superb quality and arrived on time and delivered by some splendid delivery men. Very happy with my purchases.”

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Posted 5 years ago

“Lovely staff and products. Sofa bed and bed both superb quality and arrived on time and delivered by some splendid delivery men. Very happy with my purchases.”

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Posted 5 years ago

“Great sofa and sofa bed. Good quality and velvet fabric is lovely. Looks beautiful and very comfortable. Happy with my purchases. Service was helpful and friendly also.”

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Posted 5 years ago

“Willow & Hall is genuinely the worst company, product quality and customer service I've ever encountered. Summary: First sofa faulty, replacement sofa sent also faulty, refusal to refund for months on end, ignored by customer service. Note: I also had to follow Feefo’s complaint process to get a review request sent as W&H refused to issue it to avoid a negative review – so we can assume they do this to others to keep their ratings up. I ordered the Bishopstrow Chaise Storage Sofa in January 2019. Shortly after arrival the CHAISE SECTION OF THE SOFA BROKE - not the quality I expected or had paid premium prices for. W&H offered a repair (external company, they don’t do fixes themselves) which took weeks of chasing on my end to set up. When the repairman finally came, he immediately said he couldn’t do the work as it was a lot more time intensive than W&H had led him to believe (despite detailed photos sent to evidence the issue). He also advised in his professional opinion that the sofa design is poorly made. I chased W&H for several weeks for another solution and was routinely ignored via email, and when calling customer service told me there was nothing they could do until ‘the warehouse responds’. After almost a month of frustration I finally wrote an email to the Managing Director, and received a phone call less than 12 hours later advising they would happily expedite a new sofa and it would be with me in less than 4 weeks. That new sofa arrived promptly as promised but had a faulty pillowcase with an exposed zip. No solution was forthcoming, and I was palmed off for another week via email, before THE REPLACEMENT SOFA BROKE in the same spot again! I lodged the issue again via email with detailed photos and advised that I wished to proceed with a refund, which customer service heartily agreed to on the phone and triggered the returns process for me. 28 days later of ignored emails, and chasing phone calls (sitting on hold for up to 45 mins on one occasion) I finally got a collection date for the second broken sofa, and was finally refunded about a week later. I should note they refused to refund me for cost of taking my old sofas away - which seeing as I now have nothing to sit on in my living room seemed like the least they could do. At no point was any sort of compensation offered for 6 months of stress and frustration. Even contacting their Managing Director or threatening legal action does not produce any kind of apology or action, you just get ignored. Multiple times I have been promised a ‘Manager will call you back tomorrow’ but it never happens. The customer service, delivery and manufacturing warehouse teams are all located in different places around the UK and have no effective way of communicating amongst themselves which is what leads to the huge delays. I have been advised on the phone they are ‘restructuring internally’ at the moment, which is leading to delays in production, so I would caution against placing any orders and go elsewhere for good quality products. The delivery men advised that they collect multiple W&H chaise sofas per month with the same broken part, which is contradictory to customer service who told me 'this has never happened before. I do wish to note that Tegan in customer service was very kind and the only representative that treated me well (although unable to expedite anything or actually help due to internal process). I want to clearly end this review by stating this is worst experience I have ever had with any brand, budget or luxury alike, and I would vehemently not recommend W&H to new customers. Appalling customer experience and non-existent product quality - 0 star review from me.”

Helpful Report

Posted 5 years ago

“Really lovely showroom and staff and I found ordering and the website easy to use which was nice for a change. My sofa bed is delightful. Used as our main sofa it looks stylish whilst also being able to be used when we have large family gatherings. Everyone has slept really well on it. Delighted with my purchase.”

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Posted 5 years ago

“Absolutely appalling after care / customer service. I would not buy from them again. The delivery guys put a dent in my newly painted walls which I only noticed after they had gone (the sofa arrived as we were having breakfast and I was trying to get small children to nursery and school). I called Willow and Hall within hours of it being delivered to tell them about the damage and they gave me an email address to send pictures to (which I did straight away). I then had to chase them 4 times over 3 weeks to get an answer and finally I got a curt message that as I had signed for the sofa there’s nothing I can do. The wall was decorated the day before so the damage really stands out and looks newly done but I am being made to feel like a liar. Awful customer service.”

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Posted 5 years ago

“Absolutely terrible service. Ordered bed and mattress for delivery on 31 May. Only received the mattress. After countless calls and emails dealt with by different people, it transpired at the end of June they'd lost the bed, so they suggested ordering another from scratch. Seem to have major issues with their separate logistics team. No-one owns the issue - live orders separate from aftercare etc. One person spoke to me about my 'loan bed' and then apologised saying she'd confused me for another customer! I've cancelled the bed part of the order but no doubt there will be delays getting a refund. Avoid!”

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Posted 5 years ago

“Great experience in the showroom. Nice glass of bubbles on arrival and really friendly and helpful staff. Ordered a sofa bed which arrived this week and delighted with it.”

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Posted 5 years ago

“Great sofa bed and armchair. Quality is really good and reasonably priced too for British made products compared to other retailers. Service was good and delivery men very helpful in getting it up to my 4th floor flat.”

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Posted 5 years ago

“Ordered the Fosbury as liked that I did not have to remove any cushions. Makes it really easy to use in the week when I stay at my London studio flat with work. Delighted with it. Mattress is very comfortable too and using it 3-4 nights a week.”

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Posted 5 years ago

“AVOID!!! Read this whole review to the end! Refurbished second hand furniture sold as new! I regret not taking the advice given in all the negative reviews. It's taken almost 10 months to receive my 2 blanket boxes! The first two broke within weeks of arriving. After chasing them for almost 3 months they finally sent out a repair man. They broke again a few weeks later. It took weekly calls for nearly 4 months trying to chase the unhelpful dishonest staff who would fob me off, lie and say they'll call me back but wouldn't then say they've been ordered when they hadn't been. Finally they set the delivery date (8 months later) to take away the broken boxes and bring the replacement boxes. They turn up with one direct box and the other blanket box is completely wrong colour! They take the broken ones away and tell me they're going to track down the correct one, it'll take 24 hours. After a week of chasing they say they can't locate it yet. I call another week later and they say they've located it that day. What utter rubbish! They've not located my new "missing" box (because there was never a new box) they've only located the two broken boxes that I sent back two weeks earlier and are trying to repair it and pretend it as new!!! I tell them I DO NOT want a refurbished box, I paid for a new box and that's what I expect. I say I'll wait yet another 5 weeks for it to be made as long as it's new. They assure me it'll be new. More lies! After more chasing they set a delivery date and guess what! Two blanket boxes turn up this time instead of one! They are the same two blanket boxes that I sent back and they've just refurbished them!!! I had put a secret mark on these so I could tell if they were trying to fob the damaged ones off as new and sure enough the "new" boxes have my secret markings!! I'm furious! They will not discuss compensation it is disgusting! BEWARE of Willow and Hall. Sure the show rooms look nice but trust the negative reviews; they all say the same things, poor quality, items break and take forever to be replaced so that's no coincidence! For the price you pay you should expect quality furniture that will last, not broken refurbished pieces fobbed off as new and dishonest staff who make you wait 10 months to receive yet more second hand rubbish!!! Shocking and I don't foresee this company lasting much longer! I will not bother reading their response to this as I know it'll be more lies!”

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Posted 5 years ago

“Gorgeous sofa and British made! Really happy with it and the team were really helpful all the way through ordering to delivery.”

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Posted 5 years ago

“Love my new sofa and sofa bed. Ordered the Foxcote as looked really stylish and the sofabed mattress was really good quality in the showroom. Delighted with both and the service was friendly and helpful. Thanks.”

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Posted 5 years ago

“Gorgeous products, love my sofa bed! Great quality”

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Posted 5 years ago

“Spot on service and great sofa bed. Needed it for my flat for when friends come to stay regularly. Used a few times already and had lots of comments about how comfortable and good looking it is.”

Helpful Report

Posted 5 years ago

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