Name: Willow & Hall
Rating: 4.69

“Disgusting thieves stealing money off people not replying to emails, nobody answers the phone line cos nobody's there!!! My daughter has spent £3000 on a sofa and already waited over 3 months and heard nothing we are getting in touch with watchdog and using media to put it out there, do not use this company!!!!!!!!!!!!”

Helpful Report

Posted 2 years ago

“It looks like I am not the only one who is having a horrendous experience with Willow & Hall. I am absolutely I gave £2,500 to this company. We are going to get legal advice now and wondered if anyone else has done the same? :(”

Helpful Report

Posted 3 years ago

“Customer Service - Zero customer service - zero points. We placed an order on the 11th of February, due to COVID reasons the delivery originally was at 5 weeks was increased to 10-12 weeks, so 10 weeks was 20th April, 12 weeks 4th of May. During this time we have not had one phone call or email giving us any clarification of our order. I have spent hours trying to get through to them asking for clarification, at the beginning of May, when I managed to get through to them they promised to check with the factory and ring me back, guess what no return phone call, so I had to spend another hour on the phone waiting to speak to them, eventually I spoke to a lady who told me that she had spoken to the manufacturer, and that the sofa will finish out of production the week of the 10th of May, and delivery will be the following week the 17th of May, today after another hour telling me that I was sixth in the queue, My wife spoke to them and was told that the sofa would now not be ready until the week of the 24th of May, and possible delivery would be the 7th of June. We explained that our family and grandchildren were due to come and stay with us on the 29th of May, and we have no bed for them, as we had ordered the bed settee in plenty of time. We have not seen our family in over 15 months due to COVID-19. So it means now due to the inefficiency of Willow and Hall, that either we or our children will have to sleep on the floor. This is unacceptable. What annoys me most is that the company Willow and Hall have absolutely NO customer service, not once since the order confirmation on the 9th of February have they been in contact with us either by phone or by email, and I have spent hours chasing them. This is NO way to run a Company especially in the business they are in the MD Sarah Massouh, Hannah Rosman, Senior Marketing Manager, Harriet Ross, Customer Experience Manager, Ben Goodman, Customer Services Manager are not contactable by email or phone. I do not like leaving bad reviews and this company is the first that I have done so. So be warned if you order anything, the above is the likely outcome. I understand from other reviews on trust pilot that people who ordered in December and January have still not had there sofa beds!”

Helpful Report

Posted 2 years ago

“£3000 sofa collapsed with 8 months, however the company wants ME to pay for an inspection to determine if it's faulty! What a joke - and by the way the company is now insolvent. So good luck to any of us either hearing from the incompetent MD or recieving any semblance of customer service Discusting”

Helpful Report

Posted 3 years ago

“As with many other reviews on here, we ordered a sofa bed 9th October and were told it would be delivered within 8 weeks; when we phoned two weeks back we were told it would be another two weeks but we have not heard anything. I phoned today only to be told it would not be until the New Year; I have cancelled and asked for a refund (£1200.00). I was told it was due to shortage of materials due to the NHS taking priority; so disappointing as I wanted to buy British from a small company. The worst thing about the whole situation is that they took my money straight away and have now left me with no time to try and get a sofa bed before Christmas. If only they had come clean earlier and told the truth I may have had time to find an alternative. When I asked to speak to a Manager I was told I may get a call back in 72 hours!!!!”

Helpful Report

Posted 3 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 5 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 4 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”

Helpful Report

Posted 2 years ago

“Do NOT UNDER ANY CIRCUMSTANCES USE THIS COMPANY. I ordered a sofa six months ago, and at the time spent a long time on the phone with a sales rep checking measurements to make sure it would fit upstairs. The sofa was due for delivery in February this year (ordered November 2020). The deadline came and went with no communication from the company, and after chasing several times I was told it was delayed due to Covid, which I accepted. I was promised delivery in March, which again came and went with no communication. Having chased again and again, I was told April. It arrived and did not fit despite their assurances, and had to be sent back. I then had to chase to arrange a refund, which I was offered with no issues because it is so obviously a huge mess up on their side. However, I was told it would take max 14 days to get my money (nearly £2,000) back, and promised they would expedite this because of the problems I have had. 15 days later I had to chase again for my refund, and while they have now confirmed it has been issued, they only just advised it might take another 10 days to appear in my account. Its utterly unacceptable to take that much money from someone for 6 months with no goods ever received, and then to not action it as a matter of extreme urgency. I have been told there is just "nothing they can do". The only excuse they will give you by the way, is that "we are a small team." So, don't order from this company unless you want to spend several hours on the phone chasing them, don't mind waiting 10 days in between hearing from customer services, be £2000 poorer, and still have no product.”

Helpful Report

Posted 3 years ago

“Was going to order a sofa bed with willow and hall but having read the reviews I have definitely changed my mind. The sample packs I ordered looked lovely. But no thank you .”

Helpful Report

Posted 3 years ago

“I ordered a sofa 18 weeks ago, paid £3,500 in full and was quoted 6-8 weeks delivery, in time for Christmas. I have had to continually chase them for an update via email as they don’t answer the phone. Have been told they have a shortage of materials due to them being used in NHS PPE and that they are short staffed due to Covid. They promised a delayed delivery of January but with a few days to go it’s looks likely they will delay again. They are still taking orders on their website, quoting 10-12 weeks delivery, in full knowledge they cannot deliver them. I have emailed them and given them 48 hours to respond or I’m instructing solicitors to sue them for £3,500 plus compensation and cost. Companies like this give small businesses a bad name and dissuade people from going anywhere other than the large companies. It’s a shame. Anyone tempted by their website to order anything should look elsewhere or face disappointment and time lost chasing their order. You will be met with indifference. Update: I have now finally received my sofa and am underwhelmed to day the least. I am still missing £180 worth of cushions and the delivery company had no record of me paying to have my old sofa taken away. As usual W&H are unresponsive and showing their utter contempt for their customers. I see they are now putting up 5 star reviews to counter all the genuine 1 star reviews from ACTUAL customers. How the directors of this business can sleep at night is beyond me. I REITERATE AGAIN - DO NOT BUY ANYTHING FROM THESE CHARLATANS”

Helpful Report

Posted 3 years ago

“Do not buy from this company. We waited 3 months without any sofa. Fortunately we ordered via credit card so we are protected for 120 days. Just for your information this company is having financial issues: Companies House has Willow and Hall in a company voluntary arrangement 'A company voluntary arrangement' in place this (CVA) is a procedure that allows a company: To settle debts by paying only a proportion of the amount that it owes to creditors. To come to some other arrangement with its creditors over the payment of its debts'”

Helpful Report

Posted 3 years ago

“I ordered a sofa 18 weeks ago, paid £3,500 in full and was quoted 6-8 weeks delivery, in time for Christmas. I have had to continually chase them for an update via email as they don’t answer the phone. Have been told they have a shortage of materials due to them being used in NHS PPE and that they are short staffed due to Covid. They promised a delayed delivery of January but with a few days to go it’s looks likely they will delay again. They are still taking orders on their website, quoting 10-12 weeks delivery, in full knowledge they cannot deliver them. I have emailed them and given them 48 hours to respond or I’m instructing solicitors to sue them for £3,500 plus compensation and cost. Companies like this give small businesses a bad name and dissuade people from going anywhere other than the large companies. It’s a shame. Anyone tempted by their website to order anything should look elsewhere or face disappointment and time lost chasing their order. You will be met with indifference.”

Helpful Report

Posted 3 years ago

“Order No. 103029335I have purchased, sofas, divans, armchairs, headboards & footstools from this company over the last 24 months but I will NEVER buy another item from them. Their lovely website is the absolute opposite of their disgusting, slack & unapologetic so-called 'customer-service'. We all know about Covid, my own business closed for 9/12 months of 2020. Nonetheless, as a business, communicating with people who pay & have paid you is the job, when you can't fulfil the orders. I bought a divan, simple paid for in September 2020. Mid-January 2021, I have not received one communication from Willow & Hall to say we won't be delivering in the promised, pre-Christmas, 10-week time frame we splattered all over our website. I have contacted the company three times to ask when I might receive my bed base, not once have they told me the truth when I ask. Material not available, sick people in the workshop, workshop on holiday etc. Honesty, accountability & responsiveness are better received than their replies to my emails written in poor English, which take no accountability for anything, suggesting I'm unreasonable for wanting information after spending another £700 with them. If I could get the base elsewhere I would – Loaf for example, whose customer service is exemplary, personable & decent. Never again – nice website, cheap, shoddy company.”

Helpful Report

Posted 3 years ago

“I bought a sofa bed that turned out to be poorly constructed - it wouldn't close- and the mattress was very uncomfortable. I asked that the sofa be replaced but was told that I had to pay an 'independent expert' to examine the sofa, and then his report would be the basis on which a replacement would be based. None of this is stated anywhere in the contract small print, and I suspect it is just a way to get out of replacing a poorly constructed 'luxury' sofa. In every way, my experience has been poor: quality, service, guarantee, so would advise against buying a sofabed from Willow and Hall. Added after customer service comments: Your comments that the matter had been looked into meaningless as you did not address or resolve any of the complaints but just hoped I would go away.”

Helpful Report

Posted 3 years ago

“I purchased a sofabed during their promotion. They said it would be delivered within two weeks. After three weeks of no communication, I called them to ask about my sofabed. They said they were running late and If I don't hear from them within a week I should call back. Upon no further communication, I called as advised and was told that the sofabed was damaged and could not be delivered anymore but they would find a comparable sofabed or replace it with a made to order one with a 10% discount on the sale price. They said they'd call to let me know which sofabed they'd replace it with in the late afternoon that day. Noone called. I called back and got another customer service rep who let me know all the sofabeds they sold during the promotion were damaged and none of them could not be delivered but they'd either refund or give me a 10% discount on the "full price". This is now after 4 weeks of purchase. She denied ever offering me a replacement sofa or a made to order sofabed. When I contested this they said they'd check and call back. No one called of course but I received an email letting me know that they have no 2 seater sofabeds in stock so they're cancelling the contract and giving me a refund. I don't believe anything they say. I think they had cashflow issues when they sold these sofabeds and scammed people to take their money until they were financially ok. After that, they found an excuse not to deliver the discounted sofas. Never did they call me to inform me on the damage to my sofabed, delivery or lack of stock. Total scammers. I'd stay away. I'd give them 0 stars if I could to protect others.”

Helpful Report

Posted 3 years ago

“Hardly know where to start with W&H. I don't have the time or energy to list all the problems I've had with them so I'll try to keep it brief lol Firstly, we've had a broken sofa for months. Having taken their advice and had it independently checked, it was agreed that the error lay with W&H and the horrendous workmanship in making the sofa. I've asked time and time again when they will deliver our new sofa and collect the broken old one, but to this day I can't get a straight answer from them. I feel for their CS team, especially Jamie, as I know I'm not the only person complaining, but truth is, W&H are hands down the worst company I've dealt with. As well as waiting on a new sofa to replace the broken one we've had to put up with for months on end, we're now told we won't have it before Christmas, when originally we were told pre-Christmas should be fine. Not good news when we're supposed to be hosting family! Now our Christmas plans are completely up in the air. I'm now chasing compensation for having to put up with a broken product for months. Seems they can't answer this query either! For anyone who's interested, the MD and founder is a lady called Sarah Massouh, I suggest trying to contact her as ultimately that's where the responsibility lies. Lastly, I urge anyone doing their due diligence when shopping around for a new sofa, AVOID Willow and Hall! The negative reviews all ring true with our experience and I could not recommend them less. Chris Edwards”

Helpful Report

Posted 3 years ago

“Company unable to manage orders and the 'workshop' unreliable and unbelievable. Promise after promise after 13 weeks with no idea of a delivery date I cancelled my order.... look at the reviews... all 5 stars for samples of fabric as they send a tea bag with it in a nice box.. shocking service...”

Helpful Report

Posted 3 years ago

“Incredibly efficient at sending a lively sample pack, took out money and then NOTHiNG. They seem to spend all their time responding to online reviews pretending to be sorry. Not a single call. They can’t even process a refund. Appalling customer service - do not use this company. Read the online reviews - I wish I had. (I’d live to add a photo for my review but as I still have no sofa and no money there isn’t much to take a picture of)”

Helpful Report

Posted 3 years ago

“AVOID!!! Read this whole review to the end! Refurbished second hand furniture sold as new! I regret not taking the advice given in all the negative reviews. It's taken almost 10 months to receive my 2 blanket boxes! The first two broke within weeks of arriving. After chasing them for almost 3 months they finally sent out a repair man. They broke again a few weeks later. It took weekly calls for nearly 4 months trying to chase the unhelpful dishonest staff who would fob me off, lie and say they'll call me back but wouldn't then say they've been ordered when they hadn't been. Finally they set the delivery date (8 months later) to take away the broken boxes and bring the replacement boxes. They turn up with one direct box and the other blanket box is completely wrong colour! They take the broken ones away and tell me they're going to track down the correct one, it'll take 24 hours. After a week of chasing they say they can't locate it yet. I call another week later and they say they've located it that day. What utter rubbish! They've not located my new "missing" box (because there was never a new box) they've only located the two broken boxes that I sent back two weeks earlier and are trying to repair it and pretend it as new!!! I tell them I DO NOT want a refurbished box, I paid for a new box and that's what I expect. I say I'll wait yet another 5 weeks for it to be made as long as it's new. They assure me it'll be new. More lies! After more chasing they set a delivery date and guess what! Two blanket boxes turn up this time instead of one! They are the same two blanket boxes that I sent back and they've just refurbished them!!! I had put a secret mark on these so I could tell if they were trying to fob the damaged ones off as new and sure enough the "new" boxes have my secret markings!! I'm furious! They will not discuss compensation it is disgusting! BEWARE of Willow and Hall. Sure the show rooms look nice but trust the negative reviews; they all say the same things, poor quality, items break and take forever to be replaced so that's no coincidence! For the price you pay you should expect quality furniture that will last, not broken refurbished pieces fobbed off as new and dishonest staff who make you wait 10 months to receive yet more second hand rubbish!!! Shocking and I don't foresee this company lasting much longer! I will not bother reading their response to this as I know it'll be more lies!”

Helpful Report

Posted 4 years ago

“Avoid this company at all costs! If you are considering buying a sofa with this company, please save yourself a lot of stress and hassle and go with a more reputable firm. I wasted over seven weeks waiting for a sofa, only to be told - after many MANY complaints and requests for updates and information, that it would not be delivered next week (which is when I needed it delivered and had told the services team this many times) - and that in fact it may not be delivered for another THREE weeks (or who knows, months...) And again, this information was not provided until I had complained to the management not once, but three times. This company not only has significant issues with its supply chain, but it also has major problems communicating any issues with its customers. You have to really chase them to get any information - such as the fact that your sofa is significantly delayed and won't be arriving any time soon (regardless of the fact that you were told only two weeks ago that the sofa was in the final stages of construction and that the fabric had been delivered on time so everything was looking peachy) so what happened? God knows. Right from the start, the communication was problematic and key information not imparted. Firstly, the website really needs to advertise more clearly (or at all - is it hidden in the small print somewhere?) that the leather fabric is in fact faux leather, an oversight which I feel is very misleading. I was only warned about it with a phone call a few weeks after placing the order. I checked the website and as far as I can see this has still not been changed despite my complaining about it. I also only recently found out that the delivery team do not deliver at the weekend, something that I was also not informed of at any point when I ordered my sofa over the phone. Over two weeks ago, after the customer services team were still unable to provide me with any sort of update - beyond the fact that there was a delay (and I had to chase them to find this out) I posted a negative review on Trustpilot. Only then did a manager get in touch (it seems that their online image is much more important than actually making their customers happy) and I was promised improved communication and reassured that they would work with me in the next two weeks to arrange a delivery date. I was also promised an update the next day. Neither happened. I rang up a couple of days later and was told that the construction was in the final stages and the fabric had arrived so delivery would be soon. It's now been over seven weeks. This company is well aware that I have been sitting on the floor for the last seven weeks and that I'm actually at home unwell. I have very bad arthritis. I have now cancelled the sofa after being told by Harriet that delivery would not be for at least another three weeks, although no explanation was provided as to why there was a further delay. It doesn't make sense to me after being told that the sofa had been constructed and only needed the material added, which had arrived on time. I was told that the delay was due to a problem with their supply chain. I can only hazard a guess that the management team have been less than honest with me and that the sofa was never in the final stages of construction.”

Helpful Report

Posted 5 years ago

Good afternoon Laura, Thank you for taking the time to leave us a review. Firstly, I would like to apologise for the experience you had with us at Willow & Hall. We are very sorry that the whole journey felt stressful and unpleasant. We would have loved to have had the opportunity to turn this around, but ultimately could not make any false promises regarding a delivery date that we could not fulfil. As discussed, your full refund has been processed and the funds returned to you. Please do not hesitate to contact us if you have any further questions. Kind regards, Hugo

Posted 5 years ago


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

Willow & Hall Reviews