Willow & Hall Reviews

Name: Willow & Hall
Rating: 4.69

4.7 Rating 2,697 Reviews

94 %

of reviewers recommend Willow & Hall

Company Reviews

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Metrics

4.7

Based on 2,697 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

“Please please please avoid, worse customers service ever. I have waisted so much time on the phone with this company, it is honestly the worse customer experience I have ever experienced. On the 27th of July I placed an order for the sofa on Willow and Hall website. On the 9th of August I was delivered HALF of the sofa in extremely bad condition. The sofa was dirty, the fabric is ripped, and the quality is not as described. I bought a new sofa, but what it was delivered does not look like a new sofa. Following the delivery, I sent an email to the seller and never got a reply. I also called them several times. I was told a collection of the half sofa will be arranged and a full refund issued. On the 19th of August a collection was meant to happen. Instead of a collection, a different delivery person delivered the second half of the sofa. Following the delivery of the second half I called the seller to ask for an explanation and they were told a collection was going to be arranged. That collection has not been arranged until today. I have chased them several times (by email and phone) and I have not had any reply. I asked them several times for a partial refund given the condition of the sofa, they never replied to me. On the 31st August I raised a dispute with my credit card company because Willow and Hall simply stop replying to my emails. On the 21st Sep my credit card company got me a partial refund. I thought that was the end of it, I was not happy, but at least I got a partial refund through my bank. On the 2nd Dec I got an email from a company called Furdeco confirming a collection of the sofa!!! I immediately contacted Willow and Hall and they did not know what is going on. Today 7th Dec they called me back to say that: I either pay back the partial refund they gave to my bank OR give them the sofa back… I am so happy to give them the sofa back as long a full refund is issue but the sofa is not leaving my home until the money is in my account. Honestly, please avoid using this company. I have wasted so many hours on the phone with them, their delivery companies and my bank. I wish I had paid a little bit more and saved myself all the headache and the terrible customer service. Please see the images of what I ordered and what I received.”

Helpful Report

Posted 3 years ago

“Delivery failed on confirmed date, due to the driver “not being happy about my lane”. Never mind a Waitrose and Asda van had been up and down that same morning. I’ve had to chase Willow & Hall 5 times over the phone and numerous times over email and they refuse to take any responsibility and keep blaming the delivery company. I am now considering to cancel my order. Incredibly unprofessional.”

Helpful Report

Posted 3 years ago

“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.”

Helpful Report

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”

Helpful Report

Posted 3 years ago

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

Helpful Report

Posted 3 years ago

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

Helpful Report

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.”

Helpful Report

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.”

Helpful Report

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.”

Helpful Report

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.”

Helpful Report

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!!”

Helpful Report

Posted 3 years ago

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

Helpful Report

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 😊”

Helpful Report

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.”

Helpful Report

Posted 3 years ago

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

Helpful Report

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

Willow & Hall is rated 4.7 based on 2,697 reviews