Fantastic from ordering to delivery. Beautiful quality sofa bed and the mattress is great quality, all very sturdy, very well made. Great continuous correspondence and the delivery drivers were fab,... Ver mais
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Leia as opiniões dos outros
I was looking for a sofa bed and you were recommend to me by a family member who had just purchased one. Order was very smoothly handled, No issues at all. Sofa bed arrived slightly quicker than... Ver mais
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Quality leaves a lot to be desired, cushions are far from "firm" as advertised, and sitting on the sofa is now quite uncomfortable. Furthermore, a seam has ripped and part of the sofa bed cover ha... Ver mais
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Good customer service during the ordering process. Sent out material sample after order and all for a period you can change your mind on colour selected. Issue with delivery, but their van broke d... Ver mais
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Informações sobre a empresa
Sobre Willow and Hall
Escrito pela empresa
At Willow & Hall we design and sell quality upholstered living and bedroom furniture, lovingly handmade in Britain, using the finest materials. Designs are available in a large selection of fabrics, with a choice of 3 seat cushion fillings and 14cm sofa bed mattresses. Shop in confidence with delivery in just 4-5 weeks and 14-day free returns. With over 35,000 sofa beds handmade in the past 10 years, you can rest assured your order is in the best hands.
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14 Day Returns
14 Day Returns Nationwide
We're sure you will love your new furniture but if for any reason you don't just contact us within 14 days of delivery and we'll come to collect it and give you all your money back.
Informações de contacto
Reino Unido
- 020 8939 3800
- willowandhall.co.uk
4,5
Excelente
4 mil opiniões
Pede aos clientes que escrevam opiniões
Esta empresa convida os seus clientes a escrever opiniões, sejam estas positivas ou negativas
Respondeu a 100% das suas opiniões negativas
Geralmente responde em 14 horas
Como esta empresa usa o Trustpilot
Veja como as respetivas opiniões e classificações são obtidas, classificadas e moderadas.
Quality Furniture
Beautifully crafted sumptuous sofa bed, absolutely delighted with the quality. Communication before delivery was very good with regular updates. Delivery was not so smooth, we were hanging about all day and evening with no idea of what was going on. When it finally arrived we had great difficulty working out how it opened to a bed and went back to a sofa. The instructions were not good. If the delivery had been smooth and instructions clear, I would have gladly given 5 stars.
15 de setembro de 2025
Opinião espontânea
Resposta da Willow and Hall
Good afternoon,
Thank you for this positive feedback. We are pleased to hear that you are happy with the communication you received from our customer service team. Thanks for your feedback we will liaise with our fulfilment partners.
Please do not hesitate to contact us should you need any further assistance.
Kind regards,
Elle
Great sofa designs and fabric choices.
Great sofa designs and fabric choices.
Love the fact that you can tailor your order, choose from many gorgeous fabrics and three cushion filling options. Plus can opt for fabric guard. The delivery of the sofa was slightly earlier than anticipated which was wonderful. My only issue was when I sent 2 mails requesting and order update, I did not receive any response.
8 de setembro de 2025
Opinião espontânea
Resposta da Willow and Hall
Hi Kirsten
Thank you for your lovely feedback. We’re so pleased you love your new sofa and the early delivery. We’re sorry you didn’t receive a reply to your update emails, we respond to all messages within eight working hours, so it seems they may not have reached us. We’ll look into this to make sure it doesn’t happen again.
Kind regards,
Shaun
Gone significantly downhill in the last few years
This is the second time I've ordered a sofa with Willow and Hall, the first time was all good but this time their customer service team was not helpful or timely with information on first floor access (despite multiple requests, they failed to answer the actual question I'd asked), and their delivery partner has been extremely inflexible on dates and times - it seems to have gone considerably downhill.
6 de outubro de 2025
Opinião espontânea
Resposta da Willow and Hall
Hello again,
Just and update on this, I can see our fulfilment partner will be delivering your Sofa on 10 October.
Hi Justin,
We are sorry to hear your recent experience did not match the smooth service you received before. We can see from our records that our team replied to your queries about access and delivery details, although it seems we may not have fully addressed one of your follow up questions, and we apologise for any frustration this caused.
Your order was completed and passed to our fulfilment partner Route 1, who proposed a delivery date which was declined, and they will be in touch with an alternative soon. We appreciate that their scheduling options can sometimes feel limited and are reviewing this with them to improve flexibility going forward.
Thank you again for being a returning customer, we truly value your continued support.
Kind regards,
Shaun
Lovely sofa bed but more expensive than I thought.
I had not realised that you had to pay extra for the colour that I had chosen. I feel that this should be made clearer, as we had to pay more than I had anticipated. I am told that the mattress is very comfy. I liked the design and am pleased the sofa bed is made in the UK.
27 de junho de 2025
Resposta da Willow and Hall
Hi Jill,
Thank you for your review – we’re so pleased you love the design of your sofa bed and that the mattress is proving comfy!
Just to clarify , we offer three fabric collections – House, Signature and Heritage – and as you move through these, the fabrics become more premium, which is reflected in the price. This is shown clearly during the customisation process, alongside options for mattress and seat comfort, so you can see the total before checkout.
In this case, you chose a Heritage fabric, which carries an upgrade, and we were also happy to apply a £209 discount code retrospectively to your order.
We’re delighted you now have a Beautifully British Handmade sofa bed, crafted here in the UK, and hope you enjoy it for many years to come.
Kind regards
Shaun
Resposta da Willow and Hall
Good afternoon, Frieda
We appreciate your kind review, Thank You!
Kind Regards,
Sophie
Excellent quality and service all round.
25 de junho de 2025
Resposta da Willow and Hall
Good afternoon, David
Thank you for leaving us a kind review!
Excellent professional customer service…
Excellent professional customer service with no complications or hidden agenda. I can’t recommend enough.
25 de junho de 2025
Resposta da Willow and Hall
Good afternoon, Peter
Thank you for your kind review!
Would thoroughly recommend
Excellent well priced product with no fuss order and delivery
9 de setembro de 2025
Opinião espontânea
Resposta da Willow and Hall
Good afternoon, Paul
Thank you for your kind review!
Delivery was good and efficient The…
Delivery was good and efficient The sofa it's self is nice to look at but not comfortable the cushions are not comfortable it's like sitting on a bag full of flat feathers I would of preferred the cushions to be softer and you sink into them sadly this is not the case. I did email to change them but no response. The sofabed is okay no issues
24 de junho de 2025
Resposta da Willow and Hall
Good morning, Anne
We are disappointed to hear you are not satisfied with your cushions. We have searched our records and cannot find any emails from you regarding this issue.
If you email us at aftercare@willowandhall.co.uk or phone us on 02089393800 one of our team members would be happy to help.
Regards,
Sophie
Great sofas
Good customer service, fast delivery and sofa is exactly as described
2 de setembro de 2025
Opinião espontânea
Resposta da Willow and Hall
Good afternoon, Samantha
We are pleased you are happy with the service and product.
Thank you for your review.
Kind Regards,
Sophie
Great customer service
Great customer service. Professional and helpful. Whilst the price is quite high, the quality is outstanding and thus worth it. Fitting date was quick and the guys were great. We love it. Bed is very comfortable. Beautifully made
13 de agosto de 2025
Opinião espontânea
Resposta da Willow and Hall
Good afternoon, Mellisha
We are delighted to hear you are pleased with your bed.
Thank you for your kind review.
Kind Regards,
Sophie
Beautiful sofa bed. Well made
Ordering online was easy. Company kept in contact. Delivery was earlier than expected. Happy with everything.
21 de agosto de 2025
Opinião espontânea
Resposta da Willow and Hall
Hi Mrs. Fowler,
Thank you so much for your wonderful review! We’re thrilled to hear you’re happy with your new sofa bed and that the whole process, from ordering online to delivery, was smooth and easy.
We always aim to keep customers updated and, whenever possible, deliver earlier than expected so you can enjoy your handmade furniture sooner. It’s fantastic to know you’re pleased with everything.
Best wishes,
Shaun
Beautiful sofa!
Really happy with the sofa, and the delivery was great. I would have liked more notice of the delivery date.
26 de agosto de 2025
Opinião espontânea
Resposta da Willow and Hall
Hi Lizzie,
Thank you so much for your lovely review, we’re delighted to hear you’re enjoying your new sofa and that delivery went smoothly!
We completely understand your point about notice for the delivery date. For future reference, if the date offered isn’t convenient, customers are always welcome to decline and reschedule for a later one that suits them better. At the same time, because each piece is beautifully handmade, we’re always keen to deliver your furniture as soon as it’s ready so you can enjoy it without delay.
We really appreciate your feedback, as it helps us improve, and we’re so pleased you’re happy with your purchase.
Best wishes,
Shaun
Good service and sofa. Very happy.
After I placed my order they sent me a swatch as they noted I had not ordered one before in order to confirm my colour/fabric selection which I thought was thoughtful. Delivery was smooth and easy and the two men who delivered it did a good job. Very pleased with my sofa bed
20 de agosto de 2025
Opinião espontânea
Resposta da Willow and Hall
Dear Stephanie,
Thank you so much for your lovely 5-star review! 🌟 We’re delighted to hear you’re happy with both our service and your new sofa bed. Sending swatches first is our way of making sure you get exactly what you want, so we’re glad you found that helpful. It’s also great to hear that delivery went smoothly and our team looked after you well. We hope you enjoy your sofa bed for many years to come!
Kind Regards
Shaun
Lovely service, lovely products
Ordered a bed and sofa, both are beautiful and were delivered promptly and without issue!
22 de agosto de 2025
Opinião espontânea
Resposta da Willow and Hall
Dear Catherine,
Thank you for your wonderful 5-star feedback! ✨ We’re so pleased to hear you love both your bed and sofa. It’s great to know everything arrived promptly and without any issues. We really appreciate your kind words and hope you enjoy your new pieces for years to come!
Kind Regards
Shaun
Delivery was smooth
Delivery was smooth and well communicated.
I really liked 'building' my sofa on their website, it was a great interface.
And I am so so happy with my sofa! Excatly what I wanted.
1 de agosto de 2025
Opinião espontânea
Resposta da Willow and Hall
Hi Frankie,
Thank you so much for your kind words! We're thrilled to hear that you enjoyed customizing your sofa on our website and that the delivery process went smoothly. It’s even better to know that your new sofa is exactly what you wanted, that’s what we aim for!
If you ever need anything else or have questions down the line, we’re always here to help.
Enjoy your new sofa!
Best regards,
Shaun
just fantastic
From the moment we placed our order until we actually received the sofa bed I felt everything was very professional. We were kept up to date at every stage of the process. My mum absolutely loves the sofa bed, so comfortable.
10 de julho de 2025
Opinião espontânea
Resposta da Willow and Hall
Good morning, Adrienne.
We are delighted to hear your mum is happy with her order and the service provided.
Thank you for your kind review.
Kind Regards,
Sophie
Standards have dropped, complaints process is comical
I'm a repeat customer of this brand, but will never recommend or buy from them again. My experience is that standards - from quality to customer care - have dropped sharply.
The first sofa I had from W&H a few years ago was excellent - the most recent is a disaster. Within months my new sofa was coming to pieces at the seams and joints, and the premium cushions were as flat as pancakes despite following care instructions. When dialogue with their customer service team became a stuck record, I requested the complaints procedure.
Not only does W&H insist that you write them a postal letter detailing your complaint - making quite clear that they won't accept complaints by email - they will then reply to your complaint via email. Almost as if the letter element is simply designed as a barrier to complaining.
Also, based on my experience, the official complaints process will be a total waste of your time. Ts&Cs allow for (in my opinion) huge issues to go unaddressed.
For the sake of my own sanity, I've written off the loss of this expensive piece of furniture and cut ties and communications with this company, but I feel I should warn others - especially those who, like me, might be returning to the company after a previous purchase. I don't know what has changed, or if I was just lucky first time around, but I won't be back.
1 de agosto de 2025
Opinião espontânea
Resposta da Willow and Hall
Hi Elle,
Thank you for taking the time to share your feedback. We're truly sorry to hear about your experience with us, and we completely understand your frustration. We strive to provide high-quality products and exceptional customer service, and it's disheartening to hear that we fell short in your case.
Although we don’t have enough details to directly investigate this matter, we take all customer feedback seriously and would love the chance to address any concerns you have. We ask that customers reach out through our official complaints process as a way to ensure we handle each issue thoroughly, but we understand that this can be frustrating when expectations are not met.
Your feedback has been shared with our team, and we’re working to improve the way we manage both product quality and our customer service experience to prevent issues like this from happening in the future.
We apologize again for your experience and hope you’ll consider giving us another chance down the road. In the meantime, we appreciate your loyalty as a past customer and wish you all the best.
Warm regards,
Shaun
The settee we had spent years searching for!
We had been looking for the ‘right’ settee for ages and were starting to think we would never find one that met our requirements for style, fabric, size, comfort, support etc. We are absolutely delighted with our new Willow and Hall settee. It is exactly what we wanted. Love it, love it, love it. Had a small quality issue on the fabric which was dealt with promptly and to our satisfaction by the company. It’s the settee I have been waiting for. Just keep having to throw guests off so I can enjoy it!
27 de agosto de 2025
Opinião espontânea
Resposta da Willow and Hall
Good afternoon,
Thank you for taking the time to leave this positive feedback.
We are please to hear you love your order! Please do not hesitate to contact us should you need any further assistance.
Kind regards,
Elle
Awfully uncomfortable sofa bed
Awfully uncomfortable sofa bed, would not recommend.
The order was made under my partners name and we have organised for the sofa to be collected so we can be refunded in full.
20 de agosto de 2025
Opinião espontânea
Resposta da Willow and Hall
Good morning,
Thank you for sharing your details with us through Trustpilot . We have thoroughly checked our records and unfortunately, we cannot find any order under your name, email address or phone number. As we always want to investigate feedback properly and support our customers, we kindly ask that you double-check your order confirmation and contact our aftercare team at aftercare@willowandhall.co.uk with this so that we can assist further.
Kind regards,
Shaun
Good afternoon,
We are sorry to hear this feedback. To enable us to look into this further, could we please kindly request an email with your order number to our aftercare team at aftercare@willowandhall.co.uk so we can look into this accordingly.
Kind regards,
Elle
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