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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 3 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“The fitters damaged the walls while carrying the sofa up the stairs. I was handed a feedback form which specifically asked me if there was damage to the property. You then went out of your way to email me back, just so you could tell me "hey hey! The T&Cs did warn you we wouldn't pay out anything! So tough luck .. " (hopefully it is obvious I'm paraphrasing) If you aren't ever going to put anything right, or fix the damage you make, then stop asking people if there is any damage caused. It is kind of pointless!”

Posted 5 years ago

“The staff in the showroom were disinterested. The delivery service was disorganised and couldnt give me an delivery date til a few days before which makes planning a nightmare. The delivery men however were wonderful and couldn?t have been more helpful”

Posted 5 years ago

“The sofa was great and very good quality. Delivery was friendly and well-organised. However, after-sales service was the problem: shortly (by which I mean 3 or 4 hours) after the delivery guys had left we noticed a hole in the fabric on the arm and got in touch with WH. I would have expected an immediate offer to do something positive about it like taking the sofa back and re-covering the arm but instead we got prevarication over the fact that we had signed the acceptance form at delivery time, with the implication that we might have somehow caused the damage ourselves post-delivery. Eventually they agreed to send someone out to assess and potentially fix the damage but we knew it would not be fixable in situ and there was a 10-day lead time on the visit. At that point we asked to send the sofa back for a full refund and to WH?s credit they agreed and acted promptly with no further delay. So eventually they put things right but it?s a shame they weren?t more responsive earlier - if they had been we would have kept the sofa.”

Posted 5 years ago

“Process was good except for dismissive approach to my concerns about seat back cushions, which were harder than I wanted (and remain so). No appetite to offer change of cushion pads or to facilitate this for me. Just gave me a name of supplier who might help. Very disappointed. Otherwise, product was good. But will not use again and will not recommend.”

Posted 5 years ago

“Ordering process was excellent. I am happy with the sofa bed. I have given 3 stars because the delivery of the sofa was stressful and unsatisfactory.”

Posted 5 years ago

“The delivery was great. Very friendly and helped us to set it up. What let Willows and Halls down was the delay which missed the original 4-6 weeks delivery time and we were not informed about it after it missed the 6 weeks deadline by a whole week. We had to call to enquire about it before we found out there was a problem with the logistics. Otherwise we would probably still be waiting with no knowing when the product would be delivered. Not sure I want to buy from Willows and Halls again.”

Posted 5 years ago

“I spent quite a sum on the 2 couches, wonder if service could be a little more personal e.g. phone call to see if I was happy ? I phoned to say that the delivery men had very dirty hands which I let them wash in my bathroom and use my towels but they still managed to leave dirty fingermarks on the back of one of the cushions. Not a white glove in sight! Not your fault but not mine either and I am left with problem, bit annoying that my 2 new couches are not perfect”

Posted 5 years ago

“After paying up front and waiting six weeks my sofa bed chaise arrived. Could not be assembled because the female receptor for one of the chaise legs was missing. It took two further weeks to resolve this. The part was posted to me and I fitted it. Unfortunately, the Willow and Hall team were not easy to deal with, no refund for paying for a fitting service I didn't get, and shoddy workmanship.”

Posted 5 years ago

“The seat cushions on both settees are not comfortable even though we had the best filling.”

Posted 6 years ago

“Really liked the sofa beds. Very disappointed with customer service.”

Posted 6 years ago

“Easy to order online. Nice showroom and customer service ok. Delivery guys very good.”

Posted 6 years ago

“Ordering easy. Delivery very bad. Several attempts to ring-email to change delivery time was unsuccessful - either no answer or phone inbox full. Ended up having to get the shop to liaise with the delivery team as had to keep taking time out of work to make phone calls! Eventually delivery arrived and that was v good”

Posted 6 years ago

“Sadly there are a number of issues. On delivery the wrong mattress and the pad inside one end cushion was wrong. This has now be put right I'm not happy with the seat pads on one of my sofas. This said the staff have keen to put these issues right but I think I shall be contacting them once more to query the set pass”

Posted 6 years ago

“Great service from Willow&Hall when placing the order, but when it came to delivery it was next to impossible to reach anyone to change the delivery date.”

Posted 6 years ago

“Great products, totally inflexible on delivery (once they have your money)”

Posted 6 years ago

“Quality of product excellent but delivery services very poor.”

Posted 6 years ago

“The sales person said she would give us a discount but then said 'the code didn't work'”

Posted 6 years ago

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