All assistants were very kind and helpful

We were welcomed by Tiegan who was really helpful, very knowledgeable and not remotely pushy.
It took us nearly two hours but we bought a sofa bed and left the store happy with our decision.
Nice layout, plenty to see and compare and the fabric and paint samples helped us choose a brilliant colour velvet. Thanks Tiegan. 🙂

The initial visit to the store was pleasant and efficient.
Unfortunately when we decided to amend our order a few days later - within the two weeks period - the experience was not so positive. The amendments were reported to Customer services on 6th October and we were told that we will receive the confirmation and refund in 3 days time. But 5 days later we still have not heard from them and no explanation for the delay was given. We have complained twice to the customer services but to no effect.

in store was so helpful and shop was very easy to navigate!

I came with my 7 year old son who was happily occupied whilst I could discuss my colour choices with the helpful sales assistant. Tia was lovely and helpful. As my son watched a movie, played chess and ate snacks I was able to complete a sofa purchase. Thank you loaf team, what lovely thought out space welcoming to families. My son wants to go back next weekend 😂

Tia spent time to help us and was really patient and helpful when choosing new sofas. She showed us many options and helped with measurements and style.

My experience of Loaf Battersea couldn't be more superb. Tia was amazing - from her knowledge of fabrics to which mattress to pick. She was really patient with me as I tried and tested lots of options; and helped walk me through the flow of my room to work out what corner chaise to go for. A lovely bespoke service from Loaf, which made buying for my first home a pleasurable one.

We had a fantastic experience at the Loaf in Battersea! We had heard a lot about loaf from a friend of ours who loves her Squishmeister and we knew it was a top pick for us as first time sofa buyers. We could not have had a better experience, the store was wonderful and so comfortable and we were helped by the lovely Teigan who was an absolute expert, she really nailed that perfect sweet spot between being there every time you had a question and also giving us space to look around and make our own decision. Once we had narrowed down to our final two, Teigan helped us put together a quote, explained all the next steps and scheduled a follow up call with us in a few days - we could not be in safer hands! We were quite worried about the delivery and how our Sofa would fit and Teigan had lots of information for us to go away with and look at in our new house. She even sent us off with a little house warming present, how nice! Couldn’t recommend this store enough.

The best quality and customer service!!

Love Loaf products so much, and the staff in store are nice and knowledgable. It’s really helpful that Loaf is so dog friendly

The salesperson tia was wonderful ❤️

Ana was really helpful from the start, showing me exactly what I needed to see and explaining the whole ordering and delivery process clearly and carefully, looking forward to my new sofa arriving in a few weeks.

After I spoke with jasmine from loft she immediately resolved my complaint. Now I am waiting for the new lamp and I am sure will be not disappointed.
Thanks

Great service.friendly and helpful staff. Very impressed

We went to the Queenstown Road showroom to potentially by a 2 person sofa. We had a fabulous experience with Tia who was really knowledgable about her product. She was also extremely patient as we were indecisive and really went the extra mile. I dont leave many reviews but couldn't recommend highly enough.

I have never had such a horrible experience with any furniture company. We made our sofa order in May (!), with the initial order number SO922240. It was initially scheduled to be delivered in mid-July but was rescheduled three times (due to some manufacturing issues). In August, when my patience was running out, I tried to contact Loaf support to check on the status and also ask for compensation since it's been over two months since the first estimated delivery date. The first person I spoke to (Jack) was initially trying to investigate, saying he made a request to another team, but then he stopped replying to my emails. The other two people I spoke with were totally useless, promising to call back but never did.

Somewhere along the way, the number of the order got changed to SDSO929575, and I only accidentally noticed it in an email. No one from Loaf informed me about (1) the reasons the order # changed; (2) the reasons for the prolonged delay; (3) status updates; or (4) compensation. Eventually, the order SDSO929575 arrived, and to our big surprise, Wincanton refused to deliver it to the 4th floor of the building (the sofa did not fit the lift), saying that they are only allowed to do that to the 3rd floor. This meant we had to pay an extra £150 to raise it to the 4th floor. While I understand these are fair safety regulations, nothing about this restriction is mentioned on the Loaf website!

After all of these adventures, when we finally unpacked the sofa, there was damage (a severe fabric tear on the corner, which was definitely not the delivery company's problem, but a manufacturing one, as the item was securely packed when delivered). So at this point, I can't even organize the exchange since the delivery company will not deliver it to the 4th floor, and I would need to pay extra again. Honestly, this was the most frustrating customer experience ever for ~over £4,000. I am just stuck with this damaged sofa, and I would like to at least receive compensation from Loaf for the huge delay, but the customer support is not responding to any of my queries. I am feeling very frustrated and regret that I've chosen this company.

ADDITION: .... and after an hour of having the sofa in our living room we realized that ALL legs of the sofa are of different length, one is 14 cm the other is 10 cm, the others are 13 sm =))) So we are definitely returning it. But honestly I really question the competence of whoever was manufacturing this. This really feels like a joke at this point.

A quick scroll down the page tells me I don't need to add my two pennies worth here as my experience is echoed by so many others, sadly. The system upgrade they undertook earlier in the year has crashed the entire operation, and having been in regular contact with them about more than one issue since July (when they eventually reply or answer the phone) I can tell you their internal issues are just getting worse. Spoke to Mohammed today after a very short wait on the phone (has everyone else just given up calling?) - he told me their systems are broken and that he cannot see any details about the delivery of my four items, which are now a week late, and that he'll add me to the list of customers requesting visibility on their orders, and that I shouldn't expect a call before Friday, probably. No point emailing again either as I'm still waiting for a reply to my most recent email sent 10 working days ago. I don't know how the company can survive this, with such a backlog of issues to sort through, and seemingly no end in sight. Not confident I'll receive my order based on the other reviews here and will never ever order from Loaf again.

Only order from Loaf if you have a lot of free time on your hands to deal with endless automated emails and unhelpful chatbots. Our order has been delayed by several weeks and Loaf could not care less about our situation.

Take your money and go anywhere else you can find

We had a fantastic experience visiting Loaf and ended up ordering our dream sofa. Tiegan was brilliant, she was so patient and helpful. Our sofa is gorgeous and we can’t wait to buy another at some point.

Ordered a bed 3 months ago. Waited 8 weeks for it to be delivered and it was built incorrectly by the delivery staff and damaged beyond repair in a few minutes. Half of it needed replacing. Having waited 2 months already for the first delivery, loaf advised me they’d need to reorder the bed sections, and I would have to wait again for delivery. Now 3 months since we first ordered the bed and a week away from second delivery, I have been told that loaf cannot promise the half of the bed that needs to be replacing will be in the same colour. I am now being asked if I want a mismatching bed, or for the order to be resubmitted for a third time, with again weeks to wait for delivery, if it gets delivered at all.

Shocking poor customer service, I have asked for a partial refund and have had no response. Delays in responding means everything is pushed back further. All we wanted was a new bed, still no end in sight. Really really disappointed, I wouldn’t recommend Loaf to anyone.

**Updated 15/9 - our delivery is in just over 24 hours, good chance it's the wrong colour and no one - including 'Peter' has not reached out me. Clearly the text below was just to cover your business, not help customers. I'm really frustrated - please reply to my emails!