Loaf

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Reviews

1. John Ploeg ★☆☆☆☆

   Like many others have said, the post-purchase customer service at Loaf is terrible. They make their “white glove” delivery service a selling point in the store. But, then they outsource it, and take no responsibility if it doesn’t go well. In my case, my sofa came with “travel legs” (basically little plastic nubs) on it, that the delivery team was supposed to swap out for the real legs. But one of the nubs couldn’t be removed. The delivery team said this happens from time to time, but, despite it being a known issue, they’re not given the tools needed to fix it. So, they left us without the legs on the sofa and one nub still stuck on. They said that they’d notify Loaf, and that we’d get a call “within 1-2 hours at most” to schedule an “engineer.” Mind you, we had to wait 7 weeks for this delivery and had been sitting on the floor that whole time, so further delays were frustrating. Then of course, Loaf never called me, despite the delivery team’s assurances. I tried calling Loaf’s customer service line, but was on hold forever and eventually just gave up. I physically went back to the store, but they disavowed responsibility for their mistake because they outsource the delivery service (despite having sold the quality of their delivery service as a perk). I managed to get in touch via email, but so far it’s just been endless back and forth, with a 3+ day gap between every email I send them and getting a response back. I explained the problem in detail, but got a stock response asking me for the details again so they could “advise next steps” (as though the next steps weren’t obvious). Eventually, they did offer to send an engineer and asked for my availability. I gave them some options, but am still waiting for a response and am having to chase. Based on other reviews here, I fear this will take weeks to resolve. That’s “white glove” for you. So basically, if you buy from Loaf, pray that nothing goes wrong. Because if it does - even if it’s just something small like having to remove a plastic nub that’s stuck on - you’re pretty much screwed.

   1 year ago
2. Daniil Vnoutchkov ★☆☆☆☆

   I am not typically someone who leaves negative reviews, but my experience with Loaf has been so appalling that I feel compelled to warn others. I ordered one of their premium sofas, which, to be fair, is amazing in quality and design. However, the process of getting the sofa delivered took several months, which was already frustrating. The worst part of the experience has been dealing with their customer service, specifically Sonia, the Customer Experience Manager. Despite her assurances over the phone that she would handle my case personally and resolve the issue swiftly, it has been months of frustration with no resolution. I first contacted Sonia in January, and it is now mid-year with no end in sight. Sonia's communication has been vague and unhelpful, often failing to address my direct questions. She promised to arrange a collection and refund, but even scheduling a simple collection has taken over a week without any progress. The entire process has been dragged out unnecessarily, and it seems like Sonia and her team are completely inefficient in handling even basic customer service tasks. I cannot understand how Loaf conducts their business with such poor customer service and lack of accountability. This experience has been extremely disappointing and stressful. To anyone considering purchasing from Loaf, I strongly advise against it. Their products, though of good quality, are not worth the horrendous customer service and the long wait times. You may find yourself in a frustrating and unresolved situation like mine. Loaf, if you truly care about your customers, it's time to take responsibility and improve your service standards. Daniil

   1 year ago
3. Alice Wonderland ★☆☆☆☆

   Cannot recommend this company at all. Spent a long time looking at sofas and thought Loaf would be an excellent option. We visited the showroom and the team were really friendly. Unfortunately, when our sofa was delivered, the floor was scratched. The delivery people apologized, took a picture, and said they would send it to the head office. I contacted them, and they asked for a quote to reimburse the damage, so we had to contact people to assess the floor. This took time and cost us money in parking. When Loaf replied, they said they would only partially cover the cost, so with that, it has cost us just under £800 to repair the damage they caused and time we needed to put aside to get people in to fix it. On top of that, we initially felt the email response to be positive, and because of this, we ordered a matching footstool and some cushions. This was due to be delivered together yesterday, so we made sure to be home, but only the cushions arrived, so we had to take more time off work last minute to be in again for when the footstool arrived. This is honestly unacceptable from a customer service point of view. To acknowledge fault and not fully compensate a customer for damage to their home as well as inconvenience them with incorrect delivery dates is really poor. In addition to this, the sofa needs constant plumping and looks saggy and tired if you don't do this daily. The cushions are heavy, so I don't recommend for anyone with joint problems or rheumatoid arthritis if you get them with a sofa bed and storage as we did. It is a challenge to move the cushions off and on again. I would not usually write such a damning review, but I am extremely disappointed with this company for wasting my time and money. When a product is at this price point, you expected good quality and great customer service, but we received neither.

   almost 2 years ago

1. Richard ★★★★★

   Great relaxed atmosphere. The staff are super helpful when you need them, but they let you take your time. Special thanks to Ayesha for their help!

   almost 2 years ago
2. Margaret Stott ★★★★★

   Having no idea what I wanted in a sofa, apart from the size, I went into Loaf with an open mind. There were plenty of sofas to look at and gorgeous colour swatches, which could be placed on the desired sofa. The whole process was easy and fun, my daughter and I had a great time trying out all the different sofas. Now I just have to wait for the sofa to arrive!

   almost 3 years ago
3. Debbie Croll ★★★★★

   So delighted with our experience picking out our new sofa at Loaf Shoreditch. We went to the store 3 times, as couldn't commit to a colour, but every time we went the staff were great. Not too intrusive and not pushing you to a sale (even if you were in there for a long time!), just asking if you needed a hand now and then. Caleb sold our sofa to us and he was fab explaining everything - it was so lovely recieving the mugs and hot chocolate as well such a nice touch! Thanks again, can't wait to get it now!

   almost 3 years ago

1. Georgina Ellis ★★★★★

   So pleased to have just ordered a new sofa in velvet from Loaf in Spitalfields. Kelly was super and knowledgeable and just all round lovely, helping me confirm the size and fabric. I would 100% recommend. I cant wait for my new purchase to arrive. Thank you Kelly and Thank you Loaf. x

   almost 3 years ago
2. Wendy Layhe ★★★★★

   The showroom has plenty of sofas to try out and all the fabrics available to look at. The staff were really helpful and knowledgeable especially Caleb who took our order. The use of the computer to check out all of the styles was really helpful an st he water and use of toilets a real plus.

   almost 3 years ago
3. Katie Myles-Brown ★★★★★

   Caleb was so helpful even though he knew I wouldn’t be purchasing anything that day. His interior design knowledge was great and he really helped me picture how the colours of my room would work together with the sofa. All staff were friendly and smiley

   almost 3 years ago

1. Kia Stanford ★★★★★

   Fab new retailer that has recently opened in Shoreditch. Friendly staff, good selection of sofas and a few beds. Their prices are very reasonable and the selection of fabrics is good

   more 8 years ago

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