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Willow & Hall Reviews

4.7 Rating 2,695 Reviews

94 %

of reviewers recommend Willow & Hall

Company Reviews

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

“Bad experience, first instead of the 10-12 weeks waiting time that is advertised on the website we waited for 21 weeks then instead of delivering the 3 parts of the sofa only 2 parts were delivered. The sofa is not the best quality either so we decided to send it back and now they just don't want to pick it up, the first excuse was that the lorry broke down now the delivery team doesn't pick up the phone. The service and the support is unresponsive and slow and in my opinion dishonest. Their sofas are expensive over the market price for the quality they offer.”

Posted 2 years ago

“An appalling experience. Do not trust this company. I wish I had read the reviews before purchasing a sofa in clearance which was in stock with a promised delivery of approx 2 weeks. For anyone else out there in a similar position or considering ordering an item standby for an agreed delivery date and time, only to be called up the night before at the very last minute saying they cannot deliver the next day. Then you will hear nothing! There are customer service telephone numbers at the delivery company and at Willow & Hall however you will not get through to talk to anybody - the lines are dead or go unanswered. You may get sporadic email responses with excuses but on all the emails there are no contact details and no ability to call them. After repeated attempts through the delivery company and Willow and Hall I cancelled the purchase that I had not even seen or had a new delivery date offered. Excuses followed about deliver company moving offices and they would be in touch. I reiterated the cancellation request and they came back saying they had reviewed the paperwork and thus offered me a 10% refund for a product they had not even delivered!!!! I then had to pursue a full refund through MasterCard and have now just received the funds back. Beware its just not worth the risk!”

Posted 2 years ago

“Sadly we have had a terrible experience with Willow and Hall. We bought a living room chair from them two years ago but the seat has collapsed on itself. We are not particularly large people but Willow and Hall are refusing to accept that it could be a manufacturing fault. Avoid Avoid Avoid.”

Posted 2 years ago

“Still waiting for my delivery after ONE YEAR”

Posted 2 years ago

“Been trying to refrain from writing a bad review for a small business but my experience with Willow & Hall has been appalling. It began with the company billing me for someone else's order (and sharing personal details!) which still has not been taken off my account despite me calling them. My actual order was then delayed by over 2 months for which they offered me a small compensation in their defence but it took an inordinate amount of time to reach them over the phone. Finally, their "hassle free" returns policy is anything but hassle free. I have been waiting over 3 weeks for somebody to pick up the return and am told that I need to wait indefinitely. I am also told that I will have to continue to make the interest free credit payments until they can pick it up as they have no way of stopping that. While I understand that there must be challenges of running a business in this environment, I have found the overall experience shocking and frankly unacceptable.”

Posted 2 years ago

“I ordered my sofa bed on 13th May and am still waiting. Payment made at the time. I have followed up several times and whilst Jamie at their office has responded to my emails, the workshop has been completely silent. I have no idea if I am ever going to receive the sofa bed at all. So incredibly disappointing I have say. Website and products look wonderful but not backed up in service. Am asking for a refund. I run my own business so would say to the directors of W&H, if you bother to read these reviews, get your act together and up your game in looking after your customers.”

Posted 2 years ago

“Their website misled me about delivery times for my sofa bed. Very difficult to get through to them. Very difficult to get a refund for a cancelled order (14 days after being told my order had been cancelled I still haven't got my £1000+ money back. Very bad experience.”

Posted 2 years ago

“We had a sofa bed delivered in December. Damaged during the delivery and I am still waiting for it to be repaired. I am constantly emailing for updates but nobody gets back to me. Customer service is awful. I have been waiting 9 months for it to be repaired, but I can't get a straight answer out them. They have ignored my last email. Order at your own risk.”

Posted 2 years ago

“Avoid at all costs. We ordered a sofa bed from this place on March 24th. We were adviced that delivery would be in 8-10 weeks, so worse case senario we would receive our sofa bed on the 2nd of June, no problem! Towards mid June, after hearing nothing from this company we enquiried as to the whereabouts of our item. We heard nothing! We chased and eventually at the end of that month were told that the item would arrive soon. I explained this wasn’t good enough as guests of ours had to book in to a hotel rather than stay with us as we could not accomadate them and that a form of compensation would be needed, if not we would have to cancel the order. The offered £60, the delivery cost. We reluctantly accepted as we did not want to begin the process of ordering another sofa bed and wait even longer. We continued to chase them after a period of patience. Often our emails were ignored or half hearted apologies were given. Promises of delivery dates came and went and now, 22 whole weeks after ordering the sofa bed has arrived. I’m not in the country and can’t see the item however we had been advised delivery would happen between 2 and 6pm. At 7am I recieved a call saying that delivery would be soon so I had to get an employee to rush over to take delivery. This earlier than specified delivery didn’t happen and came at 4pm. This resulted in someone having to take a whole day out of work to just wait. I’ve not looked at the item yet, as previously stated I am away however this company have delivered the absolute worse customer service I have ever experienced. From giving false information about dates of delivery to ignoring emails and calls, this company have showed incompatance on levels I have ever seen. Thanks to them we have had to cancel family visits to us, endured hours of stress and left so disappointed. You will not be treated with respect, you will not be given straight answers and they will let you down without giving you explanations. If they dispute any of this I’m happy to publish all emails, phone records etc Avoid Avoid Avoid.”

Posted 2 years ago

“We ordered our sofa bed in February this year and after a large number of phone calls , and be given one excuse after another we finally received the sofa in July minus the two side cushions that were ordered with it. Then started the hassle all over again. Constant excuses, including could not get hold of the workshop, factory closed for a fortnight, finally not enough material ordered at the time and will have to reorder and now we are back with cannot contact the factory. This is literally never ending. Telephone/ email contact with this company is a nightmare.”

Posted 2 years ago

“I am one of the people placing orders in March 2021. In good faith as the web sight and samples were really good. Nothing went well afterwards! Long story short; Get to August asked for refund. The fourteen day time period elapses today. No refund!? If this company survives (it doesn't deserve too!!) it will take time and initiative. The management is non existent so can't see that happening. I don't know how they are still able by law to take money from people.”

Posted 2 years ago

“Assuming these reviews are all fake because this is the worst company I have ever dealt with. They should be shut down. They do NOT fulfill orders on time, and we're taking double or triple the amount of time they tell you, not just a week or two. And zero communication. Genuinely not sure how they're still in business when I'm seeing hundreds of similarly negative experiences online.”

Posted 2 years ago

“Non-existent customer service following ordering!! Usual timescale 4-5 wks, Covid advised timescale 10-12 wks, currently at 16wks and no replies to emails etc to provide an update. So disappointed following the excellent range of both sofas and fabrics and made in the UK. Communication is the easiest thing to get right when you have a good product and this company has a severe lack of communication and awareness of customer service.”

Posted 2 years ago

“We ordered two sofas back in March, and have been hit by delay after delay and still yet to receive either sofa and no idea when they will arrive. The customer service has been awful from start to finish - there’s no answers to emails, long waits on the phone to speak with someone, who lie to you with promises of updates that we never receive. After phoning again for about the fifth time we were told a couple of weeks ago that one sofa was ready but still in the manufacturer’s warehouse so we were told someone would get the sofa out of the warehouse to arrange delivery. Once again we were not contacted back so we called again and were told that nobody had actioned this request and the warehouse is now closed for summer holiday so nothing can be done for at least another 2 weeks. We asked for compensation having spent over £5000 and have been offered only £60, which is truly insulting given the problems and delays thus far. We are currently in the process of raising a complaint through the citizen’s advice bureau. Avoid this company at all costs otherwise you will make an expensive and time-consuming mistake when there are plenty of better companies out there who treat their customers in the way they deserve. I’m sure this company were once good but be aware that all of the positive reviews are ‘invited’ and are from products from several years ago, whereas all reviews about recent service are extremely negative.”

Posted 2 years ago

“Unfortunately, we had a bad experience. Firstly, we loved the look of the sofa and wanted to pay more for quality and comfort. In terms of the purchase and delivery, all went smoothly. We opted for a sofa bed but never use the bed because the fold out bar causes a ridge in the bed that it doesn't lay flat and is uncomfortable. The sofa itself is uncomfortable and could be made comfortable by having foam bases topped with feather so that you don't feel the sofa bed underneath digging into you legs and bum. I appreciate you have to plump feather cushions and I have done so, as recommended by Willow and Hall, only to find that the sofa cushions are fraying at the seems. Meaning that we will have to get it reupholstered after just 2 years. We also had to request an arm cover that should have been included. I had to pay extra for this and when it arrived, it was made for a right arm and not a left one, so it's of no use. I contacted Willow and Hall but they never refunded for the arm cover or offered any assistance or compensation. A very disappointed customer and we won't buy from them again.”

Posted 2 years ago

“SAVE YOURSELF THE HASSLE AND AVOID They took my money, quoted me 10-12 weeks to deliver, were a nightmare to deal with (unresponsive & false promises) and finally delivered only half a sofa after 22 weeks. Now they can’t tell me where the rest of my order is and aren’t responding to my calls and emails.”

Posted 2 years ago

“Disappointed to say we have had very poor service from willow and hall, with little interest or support from customer services. The fabric on our sofa bed and sofa look really tired after only a couple of years and we’d expected A LOT better for such expensive furniture.”

Posted 2 years ago

“We really had trust that Willow and Hall sofas/sofabeds would be the best or right up there with the best. We received some lovely samples of fabrics. Their prices are unfortunately expensive so when we saw a ‘Bisford Corner Sofa Bed’ for sale on a popular website being sold as ‘ex display or other’ at a price we could afford we bought it. However, it is the most uncomfortable sofa we have ever had and we are in our late sixties so have sat on a few sofas in our time. The seats we. have are the most expensive option i.e duck feathers and when we enquired to Willow and Hall about the possibility of buying some foam to replace the feathers, the quote was expensive and not knowing if that would solve the problem we decided to keep the feather cushions. They are very, very uncomfortable. Not sure if it is just the cushions or the design of the sofa but it is just not a comfortable sofa ( the bed itself is ok ) Please, if you want comfort, be very mindful of your choices . We did not buy direct from Willow and Hall but we did buy one of their products which unfortunately we cannot recommend.”

Posted 2 years ago

“Same experience as other recent customers but after a lot of pushing and complaining was offered compensation for delay by good customer service and sofabed was eventually delivered. First time of opening found it was broken. Mechanism looks poor quality. Have complained and waiting for response but in meantime bed is unusable. Not a happy customer but waiting to see if they are prepared to remedy problem. If not it’s going back.”

Posted 2 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”

Posted 2 years ago

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