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

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Posted 7 months ago

“Ordered from you 2 years and so good we have used you again!!! 😀”

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Posted 1 year ago

“I can't get to work my washing machine to work”

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Posted 1 year ago

“Bad quality, poor customer service, slow response times to answering emails until conveniently after a 6 month window where they would be liable. The cushiosn are alreayd extremely deflated and sagging after only about 6 months of use and daily care. I woulkd stay well clear of these, we will be going back to high street stores or loaf next time, which hopefully won't be much longer, for now though just more uncomfortable evening lounging.”

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Posted 1 year ago

“Where to start… sofa arrived damaged, but was fixed. Frame broke 1 year later. Returned for repair. 10 months later still waiting so requested refund. Refund eventually given (after threat of small claims court). Then payment duplicated. Repaid their overpays. 1 year later a demand for overpayment to be returned again.”

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Posted 2 years ago

“4-6 weeks delivery. It’s taken them to week 7 to inform me that my material isn’t actually in stock and won’t be for another 2 weeks. I should preface this with the fact in two calls with them they’ve told me the workshop would dispatch it on 23rd sept (so already 9 weeks). The ineptitude of this company is spectacular. Appalled and would cancel if I hadn’t based my interior around this fabric/colour. I can’t rate the product as I won’t receive it now until the end of October. But I’d give them no stars for service if I could.”

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Posted 2 years ago

“I was pleased to find a GB company, also run by a woman. I ordered two sofas one medium, one a love seat. Chose my preferred cushion filling and firmness etc. This was back in 2019, think I paid nearly 3K, I would have liked a bigger choice of legs. It was delivered within the time specified, wish now I could get extra fabric as I have a chair I would recover”

Helpful Report

Posted 2 years ago

Good afternoon, Thank you for taking the time to leave this review, I am pleased to hear you are happy with your order and apologies for not having more variety with the feet. We can sell fabric by the meter so please contact us to discuss this further. Kind regards, Jamie

Posted 2 years ago

“Having ordered what I was lead to believe was a luxury product with white glove delivery, I was shocked to find that upon delivering, the company had left 6 severe and long scratches on my parquet flooring. Customer services have not been responsive. Only have 1 member of staff and therefore a part time customer care “team”. They have left me to get quotes for the repairs despite having the photos of the damage. When you have a busy and hectic life (I’m a career for my mother who has dementia, a brother who is ill and work for the NHS) it’s hard to use your annual leave days to wait around for tradesmen who don’t show up. I’ve had to constantly chase people and ring up lots of companies for the repairs but they are unresponsive. I have tried to convey this to Willow and Hall but to no avail. They are happy to dump the responsibilities for their actions (or blame the incident on the delivery company). Will never buy from them again. This saga has been on going since October. Shame on them.”

Helpful Report

Posted 2 years ago

Good afternoon Leila, I am deeply sorry for the experience you have faced with Willow & Hall and our previous delivery company who we have now stopped working with. I have emailed you directly in regards to this matter following further senior review of the matter. Kind regards, Jamie

Posted 2 years ago

“Purchased a sofa bed in 2019. After much research we came upon Willow and Hall and was very impressed with the choice and quality - both the bed and sofa are very comfortable and still look like new. Would recommend.”

Helpful Report

Posted 2 years ago

Good afternoon, Thank you for taking the time to leave this review, I am glad to hear you are still happy with your order and if you need any further support please contact us. Kind regards, Jamie

Posted 2 years ago

“We ordered a sofa bed from you in 2017 which arrived 2 months after the agreed delivery date. The sofa bed had a crease down one side which I was assured was caused by the packing but on further examination it was obviously badly upholstered. I sent endless emails with photographs which no-one responded to and rang several times but no-one answered the phone. I gave up during covid lockdowns! Recently I received an email asking me to review your company and thought I would first give you the opportunity to rectify this situation before writing. I sent copies of my original emails together with pictures as requested and your response was as the material is out of warranty you could not help. As this problem is caused by the upholsterer rather than material I fail to see how this applies. Perhaps you could enlighten me.”

Helpful Report

Posted 2 years ago

Good afternoon, I am very sorry for the experience you have had with Willow & Hall. Please may I ask you to email aftercare@willowandhall.co.uk with your order number and details for me to look into this matter further. Kind regards, Jamie

Posted 2 years ago

“We were looking for a sofa bed that would be primarily used as a guest bed and tested lots that worked well as sofas but not as beds. We came across a recommendation for Willow and Hall in a newspaper review of sofa beds. We’ve had our sofa bed for 3 years now and it’s regularly used as a bed and all our guests say it’s very comfortable. It’s also worn extremely well and looks as good as new. Their service was excellent too and I will certainly visit their showroom again when we replace our sofa.”

Helpful Report

Posted 2 years ago

Good afternoon, Thank you for taking the time to leave this review, I am pleased to hear everything went smoothly and you are happy with the service and product overall! Please do not hesitate to contact us if you need any further support. Kind regards, Jamie

Posted 2 years ago

“I purchased replacement cushions for my sofa bed I purchased 5 years previously, I like the seats to be firm. Easy to order and came quickly. Love my sofa bed. Thank you Willow and Hall.”

Helpful Report

Posted 2 years ago

Good afternoon Annette, Thank you for taking the time to leave this review, I am pleased to hear everything went smoothly and you are happy with the product overall! Please do not hesitate to contact us if you need any further support. Kind regards, Jamie

Posted 2 years ago

“I have been delighted with the sofa and three years on it looks as good as new. It is admired by friends and family who clearly enjoy sitting on it. I will certainly come to you again”

Helpful Report

Posted 2 years ago

Good afternoon Sue, Thank you for taking the time to leave this review, I am pleased to hear you are happy with the product overall! Please do not hesitate to contact us if you need any further support. Kind regards, Jamie

Posted 2 years ago

“I cannot fault the customer service from start to finish which was always polite and helpful. The sofa arrived within the expected time and the delivery team were great. The sofa appears to be well made and looks good in my lounge, but I would have preferred it slightly deeper for comfort. However, as the measurements were accurate, I take responsibility for this. Overall I would recommend Willow and Hall.”

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Posted 2 years ago

Good afternoon, Thank you for taking the time to leave this review, I am pleased to hear you are happy with your order and the service surrounding it. Should you need any further assistance please do not hesitate to contact us. Kind regards, Elle

Posted 2 years ago

“The sofa bed we ordered cost over £1600 from you, and we ordered it online. It took a lot longer to be delivered than expected. The material was what we had asked for. The mechanism for the bed worked and it is reasonably comfortable. But, the sofa was very poorly made. We were appalled to find that sharp metal pins had been left all along the front edge where you sit, and caused injury, and that the sewing looked as if done by someone who did not know how to do the job at all, with gaps letting stuffing come through! Worse was to follow. The bed collapsed on one side, on the 6th visitor usage, a few months ago, and we found that it had been originally badly attached to a compressed wood product, instead of to the solid wood we had expected this sofa to have been constructed with.. We have been unable to repair it due to the materials used to construct the sofa, and my husband has put a brick underneath it temporarily, so that it can still be used until we can afford to replace the sofa. Because most of your other reviews are so positive, we cannot believe that we had our sofa made by you!!!!!”

Helpful Report

Posted 2 years ago

Good Afternoon Cheryl, We are very sorry to hear that you are unhappy with your experience with Willow and Hall. Willow and Hall prides itself on offering the highest quality handmade British furniture alongside an excellent customer experience. Sadly, our business is still suffering from employment shortages, raw material availability, manufacturing and logistics delays which are causing longer waits for all our customers. Alongside this, the logistics industry is facing a shortage of drivers to move our goods around and deliver to you in the normal lead times. We are working on fixing all these issues, including the quality of communication to all customers, of which we admit we have not been good enough. The majority of our customers have had a good experience and we never like seeing those that don’t meet expectations, so again we are sorry. Many Thanks Jake

Posted 2 years ago

“Ordered a chair/ bed from Willow and Hall. Very pleased with quality of product and customer service”

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Posted 2 years ago

“Our beautiful Willow & Hall sofa bed is a few years old now and I still love it - perfect in the study. My son sleeps on it when he visits and finds it very comfortable. It is very well made and the colour (a delicate pink) is glorious”

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Posted 2 years ago

“My bed is so comfortable, the craftsmanship is superb. Great team for delivery and putting it together.”

Helpful Report

Posted 2 years ago

Good afternoon Jan, Thank you for taking the time to leave this review, I am pleased to hear you are happy with your order and the service surrounding it. Should you need any further assistance please do not hesitate to contact us. Kind regards, Jamie

Posted 2 years ago

“I adore my sofa bed. The delivery was brilliant with kind and helpful people showing me how it all worked. It’s super comfy as both a sofa and a bed and I’m currently looking at ordering another one. The quality of the product is fantastic and at a reasonable price point too. Not overpriced but respectful for a such beautiful handmade item. Willie and Hall has been a real find.”

Helpful Report

Posted 2 years ago

Good afternoon Maggie, Thank you for taking the time to leave this review, I am pleased to hear you are happy with your order and the service surrounding it. Should you need any further assistance please do not hesitate to contact us. Kind regards, Jamie

Posted 2 years ago

“I have had the three piece suite and ottoman in a blue for 4 years, is it that long? I am still delighted with the pieces, they are still as comfortable as when they first arrived, the fabric is still in good order despite cats and dogs, but there is a bit of fade on the colour, expected in a reasonably sunny room. I would consider buying from Willow and Hall in the future.”

Helpful Report

Posted 2 years ago

Good afternoon Ann, Thank you for taking the time to leave this review, I am glad to hear you are happy with the product and service surrounding it. Should you need any further assistance please do not hesitate to contact us. Kind regards, Jamie

Posted 2 years ago

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