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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 quality, poor customer service, slow response times to answering emails until conveniently after a 6 month window where they would be liable. The cushiosn are alreayd extremely deflated and sagging after only about 6 months of use and daily care. I woulkd stay well clear of these, we will be going back to high street stores or loaf next time, which hopefully won't be much longer, for now though just more uncomfortable evening lounging.”

Posted 1 year ago

“Where to start… sofa arrived damaged, but was fixed. Frame broke 1 year later. Returned for repair. 10 months later still waiting so requested refund. Refund eventually given (after threat of small claims court). Then payment duplicated. Repaid their overpays. 1 year later a demand for overpayment to be returned again.”

Posted 1 year ago

“4-6 weeks delivery. It’s taken them to week 7 to inform me that my material isn’t actually in stock and won’t be for another 2 weeks. I should preface this with the fact in two calls with them they’ve told me the workshop would dispatch it on 23rd sept (so already 9 weeks). The ineptitude of this company is spectacular. Appalled and would cancel if I hadn’t based my interior around this fabric/colour. I can’t rate the product as I won’t receive it now until the end of October. But I’d give them no stars for service if I could.”

Posted 1 year ago

“Having ordered what I was lead to believe was a luxury product with white glove delivery, I was shocked to find that upon delivering, the company had left 6 severe and long scratches on my parquet flooring. Customer services have not been responsive. Only have 1 member of staff and therefore a part time customer care “team”. They have left me to get quotes for the repairs despite having the photos of the damage. When you have a busy and hectic life (I’m a career for my mother who has dementia, a brother who is ill and work for the NHS) it’s hard to use your annual leave days to wait around for tradesmen who don’t show up. I’ve had to constantly chase people and ring up lots of companies for the repairs but they are unresponsive. I have tried to convey this to Willow and Hall but to no avail. They are happy to dump the responsibilities for their actions (or blame the incident on the delivery company). Will never buy from them again. This saga has been on going since October. Shame on them.”

Posted 2 years ago

Good afternoon Leila, I am deeply sorry for the experience you have faced with Willow & Hall and our previous delivery company who we have now stopped working with. I have emailed you directly in regards to this matter following further senior review of the matter. Kind regards, Jamie

Posted 2 years ago

“We ordered a sofa bed from you in 2017 which arrived 2 months after the agreed delivery date. The sofa bed had a crease down one side which I was assured was caused by the packing but on further examination it was obviously badly upholstered. I sent endless emails with photographs which no-one responded to and rang several times but no-one answered the phone. I gave up during covid lockdowns! Recently I received an email asking me to review your company and thought I would first give you the opportunity to rectify this situation before writing. I sent copies of my original emails together with pictures as requested and your response was as the material is out of warranty you could not help. As this problem is caused by the upholsterer rather than material I fail to see how this applies. Perhaps you could enlighten me.”

Posted 2 years ago

Good afternoon, I am very sorry for the experience you have had with Willow & Hall. Please may I ask you to email aftercare@willowandhall.co.uk with your order number and details for me to look into this matter further. Kind regards, Jamie

Posted 2 years ago

“The sofa bed we ordered cost over £1600 from you, and we ordered it online. It took a lot longer to be delivered than expected. The material was what we had asked for. The mechanism for the bed worked and it is reasonably comfortable. But, the sofa was very poorly made. We were appalled to find that sharp metal pins had been left all along the front edge where you sit, and caused injury, and that the sewing looked as if done by someone who did not know how to do the job at all, with gaps letting stuffing come through! Worse was to follow. The bed collapsed on one side, on the 6th visitor usage, a few months ago, and we found that it had been originally badly attached to a compressed wood product, instead of to the solid wood we had expected this sofa to have been constructed with.. We have been unable to repair it due to the materials used to construct the sofa, and my husband has put a brick underneath it temporarily, so that it can still be used until we can afford to replace the sofa. Because most of your other reviews are so positive, we cannot believe that we had our sofa made by you!!!!!”

Posted 2 years ago

Good Afternoon Cheryl, We are very sorry to hear that you are unhappy with your experience with Willow and Hall. Willow and Hall prides itself on offering the highest quality handmade British furniture alongside an excellent customer experience. Sadly, our business is still suffering from employment shortages, raw material availability, manufacturing and logistics delays which are causing longer waits for all our customers. Alongside this, the logistics industry is facing a shortage of drivers to move our goods around and deliver to you in the normal lead times. We are working on fixing all these issues, including the quality of communication to all customers, of which we admit we have not been good enough. The majority of our customers have had a good experience and we never like seeing those that don’t meet expectations, so again we are sorry. Many Thanks Jake

Posted 2 years ago

“This company is a joke. I've had the same issues as the other negative reviews on here. I ordered a sofa bed and it took just over 6 months to be delivered. It was damaged and the delivery team said there was no point even taking it off the van. Then no contact from W&H, more delays and then eventually I got my money back after threatening legal action. There are some staff reviews on Glassdoor saying that the company leaves fake feedback on here, which are easy to spot. Who leaves a review about their 5-year-old sofa? If you place an order then say goodbye to your money and hello to many months of stress.”

Posted 2 years ago

Good afternoon, Thank you for taking the time to leave this review and I am deeply sorry for the overall experience you have had with Willow & Hall.Moving forward we are working hard to improve our service and this feedback is vital. Should you ever need any further assiatnce please do not hesitate to contact us. Kind regards, Jamie

Posted 2 years ago

“!!!!!!!!!!!!!!!!!DO NOT ORDER FROM THIS COWBOY COMPANY!!!!!!!!!!!!! I ordered my sofa over a year ago, during the pandemic believing that a UK based company A) would be easier delivery and turn around B) it was important to support independent businesses. Oh how wrong I was. After being told 5-6 weeks for delivery, that soon shot up to 10-12. No problem I thought, we were mid pandemic. I called around 8 weeks after my order date to get an update and was told that it would be closer to the 12 week mark but everything was on track still. Following this phone call I arranged the sale of my current sofa's which are being collected on the 25th June, the week AFTER I was due to receive my items. 12 weeks came and I had heard nothing. After waiting for an hour on hold, I was told that in fact my order won't be ready by 21st June which is the 12 week mark, and will only be completed in the warehouse the week of the 11th July and will be delivered sometime in the two weeks following that. Of course, THIS DID NOT HAPPEN. My sofa turned up 6 months and 2 weeks after ordering and it was damaged. After various complaints trying to get a cushion replaced, it has taken over 3 months for a replacement to be sent which was delivered today after chasing and chasing. THE REPLACEMENT IS FOR THE WRONG CUSHON. THIS COMPANY ARE AN ABSOLUTE JOKE AND A WASTE OF MONEY. I appreciate the 10-12 weeks is estimated and there can be delays. I run my own business, I know businesses have been hit hard during Covid but there is absolutely no excuse for your company not notifying customers that my order could in fact be 6 weeks later than told, especially considering I have spent over two thousand pounds with you. Rather than your manager who I spoke to on the phone trying to resolve the issue, I got him agreeing with me and repeatedly saying 'I know' when I said I should have been notified and that it isn't good enough. If your manager knows that this isn't acceptable why on earth is it happening? I ignored the masses of negative reviews online when in reality I am sure I am one of many hugely dissatisfied with the customer care. A year on, I am now trying to return my sofa because I simply cannot deal with this cowboy company anymore. !!!!!!DO NOT SHOP HERE!!!!!”

Posted 2 years ago

Good Afternoon Rebecca, Thank you for taking the time to speak to me just now in regards to this experience and I am truly and deeply sorry for everything. As discussed moving forward I am going to personally help on this and turn this experience around. I will be in contact with you tomorrow again with an update on the current issue. Thank you for giving me the time and chance on this to resolve the issue and provide the service you should have received at the beginning. Kind regards, Jamie

Posted 2 years ago

“Second time a delivery has been attempted - both occasions the removable arms had not been removed meaning the delivery drivers saying they cannot deliver and are not authorised to remove the arms - there is a common theme around this in a number of reviews. Not sure why Willow and Hall believe people pay the extra for removable arms than to get it in a tight space. Very disappointing.”

Posted 2 years ago

Good Afternoon Darren, My apologies for the poor service you have received during delivery, we are striving to improve in all areas but please let us know if there is anything else at all we can assist with at this stage. Many Thanks Jake

Posted 2 years ago

“Very disappointed. So much delay and mistakes in the delivery.... I still don't have my sofa and I am highly frustrated.”

Posted 2 years ago

Good Afternoon Alexia, We are very sorry to hear that you are unhappy with your experience with Willow and Hall. Willow and Hall prides itself on offering the highest quality handmade British furniture alongside an excellent customer experience. Sadly, our business is still suffering from employment shortages, raw material availability, manufacturing and logistics delays which are causing longer waits for all our customers. Alongside this, the logistics industry is facing a shortage of drivers to move our goods around and deliver to you in the normal lead times. We are working on fixing all these issues, including the quality of communication to all customers, of which we admit we have not been good enough. The majority of our customers have had a good experience and we never like seeing those that don’t meet expectations, so again we are sorry. Many Thanks Jake

Posted 2 years ago

“AVOID THESE COWBOYS AT ALL COSTS! Waited over 4 months for our £2,200 ‘luxury’ sofa bed… When it finally arrived, it wouldn’t fit through the door because they FORGOT to remove the arms as requested! It gets worse… They came back to deliver it a week later and this time they only delivered the chaise part of the sofa! The other half of the sofa including the sofa bed was MISSING! Comical, right? Oh, and the chaise was damaged too. Of course it was. I was initially given a 20% compensation due to the delay but they have now retracted this as I requested a full refund. So the long and short is, 5 months on, we’re still without a sofa in our new home and we’ve got absolutely nothing to show for it. Lucky us, hey? You’ve proper MUGGED us off. You would be ashamed of yourselves. Muppets.”

Posted 2 years ago

“In order to provide a review I have to give one star - out of choice I would give ZERO - I am surprised I have been asked to give a review as Willow & Hall must have recognised at the time we had a bad experience. In short I will NEVER buy again from Willow & Hall and will actively discourage any friends or family from buying from them. The quality was disastrous, due to a manufacturing fault one of the main spas in the sofa broke and Willow & Hall were really difficult to deal with in getting it resolved. AVOID Willow and Hall, they do not deserve to be in business”

Posted 2 years ago

“Issues all remain outstanding and no resolution with 1/2 of sofa delivered well over two weeks ago and no solution or sign of other 1/2. Three attempts to resolve via customer service, generic response received on Google reviews, just wish I’d done my online research as we’re clearly not the only ones suffering issues. All we want is the other 1/2 of our sofa, having paid for it in full months ago. Customer service is non-existent and would strongly suggest you buy elsewhere based on this nightmare experience.”

Posted 2 years ago

“Please please please avoid, worse customers service ever. I have waisted so much time on the phone with this company, it is honestly the worse customer experience I have ever experienced. On the 27th of July I placed an order for the sofa on Willow and Hall website. On the 9th of August I was delivered HALF of the sofa in extremely bad condition. The sofa was dirty, the fabric is ripped, and the quality is not as described. I bought a new sofa, but what it was delivered does not look like a new sofa. Following the delivery, I sent an email to the seller and never got a reply. I also called them several times. I was told a collection of the half sofa will be arranged and a full refund issued. On the 19th of August a collection was meant to happen. Instead of a collection, a different delivery person delivered the second half of the sofa. Following the delivery of the second half I called the seller to ask for an explanation and they were told a collection was going to be arranged. That collection has not been arranged until today. I have chased them several times (by email and phone) and I have not had any reply. I asked them several times for a partial refund given the condition of the sofa, they never replied to me. On the 31st August I raised a dispute with my credit card company because Willow and Hall simply stop replying to my emails. On the 21st Sep my credit card company got me a partial refund. I thought that was the end of it, I was not happy, but at least I got a partial refund through my bank. On the 2nd Dec I got an email from a company called Furdeco confirming a collection of the sofa!!! I immediately contacted Willow and Hall and they did not know what is going on. Today 7th Dec they called me back to say that: I either pay back the partial refund they gave to my bank OR give them the sofa back… I am so happy to give them the sofa back as long a full refund is issue but the sofa is not leaving my home until the money is in my account. Honestly, please avoid using this company. I have wasted so many hours on the phone with them, their delivery companies and my bank. I wish I had paid a little bit more and saved myself all the headache and the terrible customer service. Please see the images of what I ordered and what I received.”

Posted 2 years ago

“Delivery failed on confirmed date, due to the driver “not being happy about my lane”. Never mind a Waitrose and Asda van had been up and down that same morning. I’ve had to chase Willow & Hall 5 times over the phone and numerous times over email and they refuse to take any responsibility and keep blaming the delivery company. I am now considering to cancel my order. Incredibly unprofessional.”

Posted 2 years ago

“Ordered a stock item for delivery in 2 weeks. Delivery failed to arrive on agreed date. Poor communication throughout, typically only received when prompted by chasing up. At no point did they have any detailed answer on location of item or updated delivery date. Even COO spoke in vague terms and his promise broken and no ownership to follow-up at any point. 8.5 weeks later they cancel the order as item is lost or damaged (they still dont know). Do not purchase from Willow & Hall. Worse retail experience I have ever encountered.”

Posted 2 years ago

“PLEASE ..... NEVER BUY FROM THIS COMPANY !!!I cannot stress enough that they lie, lie, lie! They say 12 - 14 weeks ... we are 24 weeks in and still have no sofa ..... I've been told today it's not even made yet!!!!! .... we paid £2,500 beginning of June .....!!!!!! Outrageous!!! They should be shut down. Please anybody thinking of buying from them ..... DON'T !!!!!!!!!!!!”

Posted 2 years ago

“[Paid £ 1,590.50 Waited 5 months for my sofa bed, paid for removable arms but delivery guy rejected to remove them. My wall ended up having scratches, cracks and few dents. Sofa itself has very noticeable damage. Email them and NO response for more than 7 days, so called them today 18 Nov 2021, been told "our related team will email you"..... ] Delay after delay finally received sofa this month which I have ordered in June. No one ever contacted me about the delay, I had to email them every few weeks to find out the situation. Tired call them twice, waited 40min and 20min to answer. Delivery was horrible. Paid extra for removable arms but the delivery team rejected to remove them as on their system, my sofa arms are not removeable. Show them my order confirmation which has "Removeable arms" details but they did not want to take any responsibility. They forced move sofa to room without removing the arms. That made my new build wall damaged with paint scratches, cracks and dents. Sofa stocked in the middle of the stairs, my husband used tools to removal the arms himself. Delivery guys just watching him. Arrived in room, removed the plastic package and saw the sofa corner was extremely damaged. Once open the sofa bed, both frame edges had scratches. I paid £ 1,590.50 on 27 June 2021 for this sofa bed and your “white glove experience”. Received damaged sofa on Nov 2021 and your team rejected the service I have paid for and damaged my new build house with paint cracks and dents on the wall. Moreover, none of the delivery people used WHITE GLOVE! From the web: "WHITE GLOVE DELIVERY Every piece of furniture is delivered by a two man delivery team, who offer a white glove delivery service into a room of your choice" Sent emails and no reply from Harriet (Head of Customer Experience) for more than 7 days.”

Posted 2 years ago

“If I could have given a 0 star review, I would have. While the sofa bed is nice enough - a beautiful colour, comfortable, and seemingly well made - the customer service experience and Senior Management Team involvement has been nothing short of appalling. The sofa bed purchased was finally delivered three months after the original purchase; well outside the estimated 10-12 weeks for manufacture and delivery. There was a total absence of any form of communication from Willow & Hall with regards to these delays and any explanation for them, unless they were pressed and prompted by multiple calls and emails. When delivery was eventually made, the product was damaged in the process. Getting blood out of a stone would be easier than getting compensation or timely repairs from Willow & Hall. What is all the more frustrating is that they hid behind excuses of the disruption caused by Covid-19 and being a small team thus unable to manage the volume of communication they received, despite their poor customer service reviews dating back three years.”

Posted 2 years ago

“We ordered our sofabed on 7th May, in good time for the move to our new home. We were given no updates on progress for the fist few months, but after a number of emails we have now been told that the sofabed was built early in October. I have been explaining for weeks that I have guests coming on 6th November - but the delivery team have not been in touch and I have no idea when I will get my sofabed. I have just been holding on the phoneline for over 30 mins and was still number 6 in the queue - but even when I do get through to the customer service phoneline staff (as I have done for the last few days) they are not able to get anything done about the delivery.”

Posted 2 years ago

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