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

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“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.”

Helpful Report

Posted 4 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!”

Helpful Report

Posted 4 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!”

Helpful Report

Posted 4 years ago

“Appauling customer service. Ordered 9 weeks ago. Still no sofa. Nobody can tell me where it is and nobody seems to care either.”

Helpful Report

Posted 5 years ago

“I wish I read all the bad reviews earlier and I would so avoid buying from this company. All bad reviews are true 100%. I have ordered the sofa over 9 weeks ago now. I chased them after 6 weeks and they came up with the excuse of bad batch of fabric and said they have to now wait another 3 weeks. Did they not know that the fabric was bad in the 5 weeks they advertise to deliver your sofa? LIES! They then said that they will contact me w/c 3rd June which is week 9 but again no word from them and it is now 5th June. I have chased twice and no response to my emails. Absolutely shocking that they treat people this way. I have ordered many stuff from other companies who deliver on their promises and deliver earlier that they estimate. Just lost 9 weeks with no sofa. I am dreading to receive it to find out that the sofa will not be as advertised and I would need to return it. Probably another 9 weeks with unwanted sofa. Disaster. Avoid at all cost. Not worth the stress. Terrible customer service.”

Helpful Report

Posted 5 years ago

“All OK till delivery, sofa delivered damaged and with incorrect fittings. Sent it back, then apathy set in from this company. If they promise you an update by the end of the week don’t hold your breath. Had to constantly harass them by email, they say sorry but then seem to do nothing to rectify the situation. Ended up cancelling my order and then having to threaten to take them to court before I got my deposit back. Avoid like the plague!”

Helpful Report

Posted 5 years ago

“DO NOT USE THIS COMPANY!!! Absolutely terrible company to deal with. Would have preferred to give no stars!!! Promised a 4-5 weeks delivery times - my sofa bed arrived 9 weeks later with me having to chase them constantly to find out where it was - no communication. I had ordered, and paid for, different feet for the sofa bed. The item arrived with the wrong feet (two lots!!). I have been trying in vain to get the correct feet now for over a month. The after sales care team seem less than interested. Willow and Hall are more than happy to take your money but are not at all interested in their customers after that!!!”

Helpful Report

Posted 5 years ago

“We purchased a corner sofa unit and ottoman in May 2018. We visited the showroom before purchasing and we were very impressed by the whole process. The ordering and delivery went very smoothly and we were very happy and would recommend the company to anyone. Until our ottoman developed a fault when opening. We reported this to W&H in February 2019. We have been corresponding by email and we are getting nowhere. W&H keeping promising to get in touch with a matter of urgency and then we hear nothing. we have a whole string of emails that has come to nothing because W&H are not interested in sorting out a faulty item. We are currently seeking legal advice. We would no longer recommend this company as their customer service is appalling.”

Helpful Report

Posted 5 years ago

“The worst customer service I have ever experienced. I purchased my sofabed in October last year, it is now May 2019 and I still don’t have a product that is fit for purpose. Inflexible delivery to begin with (not expected these days), extremely slow (weeks at a time) to respond to emails/ contact, never answer the phone, told in April they now had a designated aftercare team and they’ve still not been in touch! Asked for a refund and they promised to sort a replacement, asked for a manager to contact me not heard on either point.... terrible terrible service”

Helpful Report

Posted 5 years ago

“Appalling customer service and sofa arrived (finally after terrible communication about delivery) with faults in the side stitching and the special legs I’d ordered at extra cost missing. I have been ringing and emailing them virtually daily for the last three weeks to no avail as still not had an adequate response or had the issue addressed. Spent hours on hold on the phone then no manager ever available or even when you do finally get through they don’t deliver on their promises of even trying to resolve the issue. Do not buy from them!!!”

Helpful Report

Posted 5 years ago

“Avoid this company at all costs! If you are considering buying a sofa with this company, please save yourself a lot of stress and hassle and go with a more reputable firm. I wasted over seven weeks waiting for a sofa, only to be told - after many MANY complaints and requests for updates and information, that it would not be delivered next week (which is when I needed it delivered and had told the services team this many times) - and that in fact it may not be delivered for another THREE weeks (or who knows, months...) And again, this information was not provided until I had complained to the management not once, but three times. This company not only has significant issues with its supply chain, but it also has major problems communicating any issues with its customers. You have to really chase them to get any information - such as the fact that your sofa is significantly delayed and won't be arriving any time soon (regardless of the fact that you were told only two weeks ago that the sofa was in the final stages of construction and that the fabric had been delivered on time so everything was looking peachy) so what happened? God knows. Right from the start, the communication was problematic and key information not imparted. Firstly, the website really needs to advertise more clearly (or at all - is it hidden in the small print somewhere?) that the leather fabric is in fact faux leather, an oversight which I feel is very misleading. I was only warned about it with a phone call a few weeks after placing the order. I checked the website and as far as I can see this has still not been changed despite my complaining about it. I also only recently found out that the delivery team do not deliver at the weekend, something that I was also not informed of at any point when I ordered my sofa over the phone. Over two weeks ago, after the customer services team were still unable to provide me with any sort of update - beyond the fact that there was a delay (and I had to chase them to find this out) I posted a negative review on Trustpilot. Only then did a manager get in touch (it seems that their online image is much more important than actually making their customers happy) and I was promised improved communication and reassured that they would work with me in the next two weeks to arrange a delivery date. I was also promised an update the next day. Neither happened. I rang up a couple of days later and was told that the construction was in the final stages and the fabric had arrived so delivery would be soon. It's now been over seven weeks. This company is well aware that I have been sitting on the floor for the last seven weeks and that I'm actually at home unwell. I have very bad arthritis. I have now cancelled the sofa after being told by Harriet that delivery would not be for at least another three weeks, although no explanation was provided as to why there was a further delay. It doesn't make sense to me after being told that the sofa had been constructed and only needed the material added, which had arrived on time. I was told that the delay was due to a problem with their supply chain. I can only hazard a guess that the management team have been less than honest with me and that the sofa was never in the final stages of construction.”

Helpful Report

Posted 5 years ago

Good afternoon Laura, Thank you for taking the time to leave us a review. Firstly, I would like to apologise for the experience you had with us at Willow & Hall. We are very sorry that the whole journey felt stressful and unpleasant. We would have loved to have had the opportunity to turn this around, but ultimately could not make any false promises regarding a delivery date that we could not fulfil. As discussed, your full refund has been processed and the funds returned to you. Please do not hesitate to contact us if you have any further questions. Kind regards, Hugo

Posted 5 years ago

“Dear all; This is an advisory note to avoid this company at all costs. Please see the story of events below. Note: Willow & Hall’s Terms and Conditions state the following: We normally estimate delivery from 3 working days for all stock Products to 4-5 weeks for all made-to-order Products. Please note however that all projected delivery times are, as stated, estimates only and timelines can extend slightly for more remote delivery locations. Points to note about Willow and Hall: 1. They happily took my money and should have delivered around the 3 December 2018. 2. I cancelled the order 32 days later as I have been sitting on the floor for 5 weeks waiting for a delivery. 67 days after original order. They still could not supply a delivery date. 3. Not once did they contact me to let me know any of the above unless I contacted them first. They knew I had no sofa and was sitting on the floor in the evenings. 4. They constantly changed the delivery date and never supplied a concrete one. 5. I wish I had read the reviews of this company before I had ordered as I could have avoided this. TIMELINE: 2018: 28th October: I ordered a sofa from Willow and Hall 21st November: I ask: Hi guys; Could I get an update on the delivery of this sofa please as my partner is due to have an operation on 6/12 and need to coordinate who is in the house? BR; 22nd November: W&H reply saying: have had a look into this for you and your item is currently still in the manufacturing process, as an estimate at the minute we would be looking to deliver the week commencing the 3rd of December, however we will next be in touch as soon as your order has arrived at our depot. 22nd November: I reply: 3/4 or 5 would be ideal. Thanks. 1st December: I ask: Any update on this one? 1st December: W&H reply: I have had a look at your order and our logistics team should be in touch with you later next week to arrange a delivery date and a two hour time-slot with you. 15th December: I ask: Could I get an update on where this sofa is please? 15th December: W&H reply: I have had a look into this for you and can see that we are waiting to receive your order from the workshop. I can see we are expecting to receive it late next week and our logistics team will be delivering over the weekend and on Christmas Eve itself, therefore they will be in touch late next week to arrange a delivery date and a two hour time-slot with you. 18th December: I ask: We’ve been sofa less for quite a while now as this delivery is so late. Can you please raise this as a complaint for me as a couple of days is fine but you’ll end up delivering this a month late. 19th December: W&H reply: I have raised your complaints to our management team, however we are still looking to deliver before Christmas at the moment. Our logistics team will be offering you a date when they have received your order. 22nd December: W&H reply: I am afraid that I am not contacting you with good news. Your order that was expected to be delivered to us yesterday evening from our workshop, has regrettably not been received and therefore a pre-Christmas delivery is now impossible. We acknowledge that we have absolutely let you down as a customer and have left you in the lurch at the eleventh hour prior to Christmas. If there was anything that we could do to redeem this situation and ensure that you have an item for Christmas, we would do so, however due to the time constraints before Christmas this is now impossible. We will be able to organise a delivery for you in the New Year and taking into account this delay, are happy to offer you significant monetary compensation on your order. Alternatively if you would prefer to cancel your order and receive a full refund, we can also action this straight away. I can confirm that if you are happy to wait for a delivery in January, I can process a partial refund to your account for £258.60 by way of compensation for this delay. I appreciate that you will most likely want to vent the frustration caused by this to someone on the phone today, however I am not in business until Thursday 27th December and would therefore recommend not spending your Saturday morning calling our Customer Service team as they will not be able to action any alternative resolution to what I have outlined in this email. If you could kindly reply to this email to confirm if you would like to; A) proceed with your delivery in January with monetary compensation or B) cancel your order and receive a full refund the team will action this over the weekend. I am happy to give you a call on the 27th December to discuss this further. 22nd December: I reply: I have no interest in venting at your customer service team (it’s not their fault). Willow & Hall have failed to deliver a sofa due on the 3 December (which will be 1 month late minimum). The collateral damage of what has happened far exceeds the derisory not ‘signifianct’ proposal you have offered. My counter is compensation of £1,248 which cover the expense incurred of my family spending the holidays in local hotels at current rates. This does not include inconvenience of which there has been a significant one. Legally and socially this looks very bad for your business so I believe my offer is more than fair considering the circumstances. We look forward to hearing from you. 2019: 2nd Jan: I write: From checking the UK public holidays it is quite clear that 2 January is not one of these. Considering our previous correspondence, and your assurances that this situation of of the utmost of importance to you, I find it surprising that you have failed (again) to contact me. I have raised this issue with the Ombudsman for furniture today, which I wasn't surprised to find you weren't a member of, and they have instructed me on a course of action. I have also spoken today with my solicitors who will be in touch if I do not hear back from you tomorrow. I am in a meeting at work from 9-11 but any time after that works. I'm now beginning to believe this is a case of theft/ fraud. You have either stolen my money/ sofa or Willow and Hall are not a sofa selling business. You can't take my money and do nothing; the world doesn't work that way unfortunately. 3rd Jan: W&H reply: As mentioned prior to Christmas, our workshop reopened yesterday and your order is very much at the top of the priority list to ensure it is completed and ready for delivery as soon as possible. I am sorry that I did not have a chance to call you yesterday as planned, however please rest assured that you have not been forgotten. At this point we anticipate that your order will be with us no later than week commencing 14th January, as soon as your order is received into our delivery depot, our Logistics team will be in contact with you directly to offer you a delivery date. Either myself or a member of my team will also give you a call before the weekend to touch base regarding the next steps, hopefully at this point we will have more of an accurate ETA on when exactly we are expecting your order in over the next two weeks. If you have any questions in the meantime please do not hesitate to reply to this email and I will pick this up straight away. 3rd Jan: I cancel the order Points to note about Willow and Hall: 1. They happily took my money and should have delivered around the 3 December 2018. 2. I cancelled the order 32 days later as I have been sitting on the floor for 5 weeks waiting for a delivery. 67 days after original order. They still could not supply a delivery date. 3. Not once did they contact me to let me know any of the above unless I contacted them first. They knew I had no sofa and was sitting on the floor in the evenings. 4. They constantly changed the delivery date and never supplied a concrete one. 5. I wish I had read the reviews of this company before I had ordered as I could have avoided this. THIS MESSAGE TO HOPEFULLY AVOID ANYMORE CUSTOMERS HAVING THE SAME EXPERIENCE. IF THIS EMAIL IS REMOVED FOR ANY REASON I HAVE ALL OF THE ORIGINALS AS PROOF.”

Helpful Report

Posted 5 years ago

Dear Richard, We won't try to insult you with an apology given your clear feelings regarding your experience, however I do wish to acknowledge that we have taken several measures as a business since you review was published to ensure that our level of customer service is improved. Kind regards, Harriet

Posted 5 years ago

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