Willow & Hall Reviews

Name: Willow & Hall
Rating: 4.69

4.7 Rating 2,696 Reviews

94 %

of reviewers recommend Willow & Hall

Company Reviews

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Metrics

4.7

Based on 2,696 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

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

Helpful Report

Posted 7 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.”

Helpful Report

Posted 7 years ago

“Good product - poor after sales service. I ordered 2 sofas (over £3000) so expected to be kept informed of progress especially as I was going on holiday. I received a confirmation email but then my order disappeared into a black hole. I signed up to an account because I was told I could track my order but in fact my order never appeared on the account - just a message saying 'you have placed no orders' - so no help there. After a few weeks I tried to send an email asking for progress but the 'I'm not a robot' icon wouldn't work and then the web site went off line! I then called and was told I would receive information by a certain date - nothing! I then called a few days after this and was told the order was complete and I would receive a call from the delivery firm within 24 hours. Again nothing! So I called again and finally the delivery company got in touch and were very efficient. Willow and Hall need a better system for keeping their customers informed of progress with large orders.”

Helpful Report

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”

Helpful Report

Posted 7 years ago

“The actual product is very good (we really love our sofa bed) but the customer service is not! We found them a frustrating company to deal with. We initially ordered a loveseat sofa bed and then changed our minds and ordered a three seater sofa bed. The whole process was grim. I called up to ask for a return of the first item (a day after it was delivered) to be told by someone they would have to 'speak to management' to arrange the return (don't tell me about your process just tell me it will be arranged! that is all I want to hear...) and that there would be 'an inspection' of the item before a refund would be granted. That basically set the tone. There is then no correspondence regarding a date for collection. I called up at least twice, another 'I will chase with management' and then a phone call from someone asking how I heard about them. I ask this lady about the collection of the sofa bed. She says she will get back to me. Never heard from her again. Once we had finally got the first item refunded after a wait of around three weeks for it's collection then a further week for the refund we then had no correspondence regarding the delivery of the second item. Just nothing. Even on ordering there was not even a confirmation email (which I called up and got emailed though). Four weeks after ordering there was no word from them regarding a delivery date. I was told it was at the warehouse waiting to be collected. A delivery date was then emailed though shortly after my phone call. It arrived with two lovely delivery men but they didn't have the tools to take the arms off (we paid extra for removable arms) and they had to ask my husband if he had the tool they needed. Thankfully he did otherwise it would have had to go back with them. All in all I have to say we felt quite stressed dealing with this company.The actual products are lovely - well made, high quality but the costumer service needs some work.”

Helpful Report

Posted 6 years ago

“The service leading up to and buying my sofa bed was excellent. However the delivery let you down big time. I was given a notice of time for delivery between 2.00pm and 5.00pm several days before the due date, which was good. BUT, they arrived at 9.00 pm at night. I had previously told the carrier that I live in the middle of nowhere, very rural, no street lights and my nearest neighbour lives a mile away. They knew that the Sofabeds had to be carried through the garden, which is big and to the back of the house through the French Windows to be delivered. As I am partially disabled I had asked my friend to come and help me when the sofa arrived. Bless her, she did. Both of us wearing head torches managed to hold gates and doors open, it was pitch dark and cold, so the men could bring it in and then take away the old sofa. At first they said that they weren't taking it away as they had no instructions to do so but agreed when I showed them the receipt from the carriers. The two men were brilliant but it was ridiculous to have to do what we did. I am 66, and live alone. A 9.00pm delivery at this time of year is not acceptable. The two men had left their depot at 4.00am and still had a delivery of a bed to make after me at about 10.30pm, and then they had to drive home to Yorkshire, another two plus hours. So they would have been working from 4.00 am to 1.00 am. With one driver, this is not only illegal but dangerous to say the least. I think you need to check out your carriers. Thank you”

Helpful Report

Posted 6 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.”

Helpful Report

Posted 7 years ago

“felt rather let down by their customer service”

Helpful Report

Posted 6 years ago

“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!”

Helpful Report

Posted 6 years ago

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

Helpful Report

Posted 7 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.”

Helpful Report

Posted 7 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.”

Helpful Report

Posted 7 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”

Helpful Report

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”

Helpful Report

Posted 7 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.”

Helpful Report

Posted 7 years ago

“One of the feet required repair Took some weeks to resolve”

Helpful Report

Posted 6 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.”

Helpful Report

Posted 6 years ago

Willow & Hall is rated 4.7 based on 2,696 reviews