Willow & Hall Reviews

Name: Willow & Hall
Rating: 4.69

4.7 Rating 2,696 Reviews

94 %

of reviewers recommend Willow & Hall

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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

“Sofa cushions have lost their shape and are difficult to manoeuvre the padding around in the case in order to reshape. Colour has not faded and it is easy to remove any superficial marks. Although I had ordered a light beige velvet and received a light grey instead.... wasn't that bothered.”

Helpful Report

Posted 3 years ago

“I ordered my sofabed in June and received it in October. Customer service was helpful when it was delayed and I understood that Brexit had caused issues outwith their control. After some initial issues they were good at keeping me updated. The delivery went well and the delivery men were really helpful despite the awkward entrance and stairs to my home. The sofabed itself has a cheap feel to it which is not ideal as I paid 1,300 for it! The cushions are really hard and it reminds me of a cheap sofa from IKEA. The cushions are thin and the material has a thin cheap feel to it. The sofa bed action is however good and it is solid and sturdy. I ordered the memory foam mattress and my guests have found it very comfortable. Because it has such a cheap look to it I was tempted to return it, I won't however as it's the only one to fit in the space I have.”

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Posted 3 years ago

“I’ve been invited to write a review about my ‘ Willow and Hall’ experience so here it is. After 5 years the sofa has maintained its shape and general condition. It certainly looks impressive and the sofa bed is easy to operate and comfortable. The downside is that it isn’t comfortable at all. Fine to sit on for short periods but the promise that was made that it would become softer after use never happened. I was told by a member of your staff to invite all the neighbours in to repeatedly sit on it to soften it. I paid a lot of money for this sofa and in my case the returns policy didn’t exist.”

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Posted 3 years ago

“I received my sofa this week after few weeks of delay. I wished, their customer services just be honest and tell customers, about their difficulties and the cause of delay ( covid I assume) . I am sure people would be understanding and patient.”

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Posted 4 years ago

“Very pleased with speed made and look of sofabed. Delivery men helpful and friendly. However when I had a problem with the mattress, took a long time to sort out with them BUT they did replace the faulty item, so therefore good value for the money.”

Helpful Report

Posted 6 years ago

“Samples came quickly and well packaged, however I ordered two sets of eight samples and on both occasions only received seven. I did not receive any email to advise that the item was out of stock. Neither did I receive the supposedly out of stock item at a later date.”

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Posted 6 years ago

“We didnít receive all the samples weíd requested ... but it was so easy to select and order we havenít spoken to anyone and have just reordered some new samples. Otherwise the little box with samples is fun and arrived very quickly.”

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Posted 6 years ago

“Fantastic choice of fabrics, so the 'Cosy pack' is a must, great idea! The service is easy to use and dispatched within 24 hours. However, when I received my first 'Cosy pack' (2 days after dispatch, as Royal Mail doesn't seem to deliver 1st class within 24 hours these days) it only contained 4 of the 7 fabrics swatches I had requested. It did contain a bonus tea-bag (in a little packet) which was a nice touch! There was no note included (nor any email) to say why the other swatches were missing, or whether they were being sent on as soon as possible. So I've dropped two stars here, one for the missing swatches, and one for the lack of explanation. I've ordered another 'Cosy pack' of 3 samples, which again hasn't arrived within 24 hours, but hopefully it will contain the perfect fabric for my sofa as none of the first four were quite right...”

Helpful Report

Posted 6 years ago

“Poor Customer Service and follow-up on issues. Unfortunately, 2 feet from the 5 seater sofa bed were accidentally not provided. Delivery team was excellent and simply a genuine mistake. On the same day of delivery, I provided pictures of the error and it took 2 weeks for someone to send me an email stating that it was being looked into; another 2 weeks and then I had to prompt a request for communication; 5 weeks after delivery, I still have no resolution and no idea when the missing feet of the sofa will be delivered and assembled. Sadly, customer service on such a high value item is very below expectation.”

Helpful Report

Posted 6 years ago

“I was on the point of placing an order, in fact I was typing in the details, when I suddenly became aware that you had increased your prices without warning. e.g. the Matt velvet I had selected was £0 one moment and then £200 the next. The order I had prepared in draft and the order I was typing ready to send were identical - except the price The first was £1,312 and the second was £1,700. End of review. R.Hodges.”

Helpful Report

Posted 6 years ago

“I can only share my experience as far as trying to make a choice and order is concerned as we are not due to recieve the sofa bed for some weeks yet. I found the W&H website by searching good quality bespoke sofa beds on Google. I think it is a good site. It is pretty straightforward and informative. I needed some further information and so rang them and after 43 minutes in a queue got a very willing girl but she had to refer all but two of my wuestions to someone else. I tried to ring the next day, to make my order but with a couple of further questions and after nearly an hour in the queue gave up and sent an email asking if perhaps they could ring me. I waited and then got an email followed by a telephone message. I had one more go and in just under 40 minutes I got connected to a real person! Against all instinct I have placed an order, primarily because I need a sofa bed in a hurry and in the belief that in their taking the time to create such a detailed website I hope it means they are thoughtful and the product better than high street average. On all three occasions that I got through to them I was told that on those particular days they were experiencing a larger than normal number of calls. I hope they werenít all complaints. I donít like leaving negative feedback but it was a frustrating, time wasting and disappointing experience. I feel sorry for the people answering the calls because they appear not to have had adequate training. I will leave feedback on the sofa bed when we have it.”

Helpful Report

Posted 6 years ago

“The sofa is excellent and worth the cost. But it was delayed by several weeks. I didn't mind this, but communication was non-existent and I had to keep chasing each week when the promised delivery date never materialised.”

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Posted 5 years ago

“Good advice in store,but delay in delivery . Over 12 weeks. Delivery good.Sofas installed well and packaging taken away.”

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Posted 5 years ago

“Not enough communication. No-one kept us updated and no after sales service or support. Excellent sofa and chair but poor to average service.”

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Posted 5 years ago

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

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Posted 7 years ago

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

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Posted 7 years ago

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

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Posted 7 years ago

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

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Posted 7 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”

Helpful Report

Posted 7 years ago

“Firstly there was a delay in the order being processed. Had to ring several times to find out what was happening. Your advisors were always polite and helpful but the delay did mean I had to cancel a visit by a friend. The assembly guys were great and put the sofa bed together in an efficient and speedy manner.”

Helpful Report

Posted 6 years ago

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