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

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Brilliant service. Really good website, easy to use and lots of lovely fabrics to choose from. Item was delivered on time and by two very helpful and smiley delivery chaps. Can not fault.”

Helpful Report

Posted 6 years ago

“I phoned up to discuss the fabrics and options as lots of choice and they were really informative to guide me to the right choice for me. Fabric samples arrived promptly and ordering was simple. Item delivered by 2 chirpy and lovely delivery men. All in all great.”

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Posted 6 years ago

“Excellent experience - really knowledgeable and helpful staff and lovely item. Very pleased. Thank you all at Willow and Hall.”

Helpful Report

Posted 6 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 6 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 6 years ago

“Fantastic service all round - from placing the order via telephone through to the delivery team - everyone was cheerful, happy and could not have been more helpful.”

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Posted 6 years ago

“I have to say that willow & hall service was fantastic. I called for dimensions and had a really helpful person on the phone, and your delivery team were the best I?ve experienced - they took such pride, were really friendly and did a great job at installing and demonstrating it to us. Thank you”

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Posted 6 years ago

“Excellently showroom, staff friendly without being pushy, good online response, efficient and friendly delivery service.”

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Posted 6 years ago

“Everything from ordering to delivery went without a hitch and we would have no hesitation in recommending them”

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Posted 6 years ago

“From ordering swatches to delivery service was impeccable. My neighbour kindly supervised delivery for us and she reported the delivery men were polite and tidy. The sofa was delivered in perfect condition. Very pleased with it. Have had the opportunity to mention W&H and have no hesitation in doing so. Thank you.”

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Posted 6 years ago

“Service in the store was excellent and the staff very knowledgeable. The sofa arrived within the 5 weeks and is v comfortable.”

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Posted 6 years ago

“Very helpful with being pushy towards a sale”

Helpful Report

Posted 6 years ago

“Excellent website , good customer service , product delivered as described , good delivery service . Sofa bed very comfortable , well made .”

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Posted 6 years ago

“Absolutely love my sofa bed, couldn?t decide between all the fabrics in offer but Willow and Hall allowed me to use a fabric I found from another company! Looks amazing...”

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Posted 6 years ago

“Excellent service from the staff. Had a call confirming my order on line and they sent me a fabric sample so I could see what I had ordered. Sofa bed arrived and they even set up the item and took away the rubbish which I thought I was going to be left with!”

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Posted 6 years ago

“Lovely sofa bed and well made. Seat cushions are very firm but I am hoping they will soften.”

Helpful Report

Posted 6 years ago

“Great sofa bed and fantastic service! Glad I went with Willow and Hall!”

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Posted 6 years ago

“Sofa arrived yesterday from Willow and Hall, couldnít fault the service and the help from Marco in the showroom who was able to get me an item in 3 days!”

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Posted 6 years ago

“Excellent from start to delivery! Ordered item only a few weeks ago and got delivery today! Thought I hadn?t left ordering too late but Willow and Halll were able to get to me ready for my guests this Christmas.”

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Posted 6 years ago

“Excellent service! Sofa bed arrived today by two great delivery guys! Very quick and efficient! Love the fabric! Great!”

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Posted 6 years ago

“Everything ran like clockwork - samples, order, call to confirm my order and delivery. I especially liked that the delivery team had me practice opening and closing the sofa bed and also told me things about taking care of the cushions. Really good.”

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Posted 6 years ago

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