Loop and Twist  Reviews 62

Easy website ordered stool with 12 week build time but came earlier … delivered carefully packaged well and pleased with quality of product.

Fabulous pieces of furniture to compliment any home.

Arrived on time, good quality stools & service

We are so impressed with both the eldon sofa and Petra lounge chair. The quality is evident right away, from the craftsmanship to how comfortable and well made each piece feels. They look beautiful in our space and feel built to last.

Customer service was excellent from start to finish, and the delivery team truly went above and beyond. They were helpful, answered my call even at a later time, and were attentive to every detail. Everything was handled professionally, making the entire experience seamless. Absolutely fantastic service! I’ll definitely order again from Loop and Twist.

I purchased a 200 cm Jonas sofa from this company and my conclusion is “caveat emptor”

I had two major issues. Firstly with the price and secondly with the delivery.

These are the facts of the case please draw your own conclusions.

For simplicity, I have converted euros at 1.14

Their website advertises the sofa as £2200 tax included in the UK.
I enquired from Customer Service whether or not I could purchase the sofa for delivery in France and received the reply:
“We ship globally and regularly deliver to France. In this case, we can issue a VAT-exempt pro forma invoice, meaning VAT would only be paid ONCE in France upon import”

However, the invoice was for £2314.64

Being very busy, I unthinkingly paid the invoice.

When I challenged later why this was not the UK price minus VAT I was told
“Since the delivery address is outside the UK, the invoice is automatically generated without VAT, as VAT is not collected on that transaction. This does not mean the item becomes cheaper, but rather that UK VAT is simply not applicable”

The conclusion of an independent consultation was as follows:

UK website price: £2,200, tax included
Let’s sanity-check this.
UK £2,200 incl. 20% VAT
Net price = £2,200 ÷ 1.20 ≈ £1,833
£1,833 is the true VAT-exclusive value of the sofa.

What you were actually charged
£2314.64 for the sofa

That is £481.64 more than the VAT-exclusive UK price.
Two things are simultaneously true:
UK VAT was not charged (VAT line on invoice is €0.00)
The VAT amount was not removed from the price
Instead, the VAT-inclusive UK price has effectively been kept as the base price, just converted and adjusted for the EU market.

They said: “The invoice is automatically generated without VAT… This does not mean the item becomes cheaper.”
This is incorrect in VAT terms.
If prices are advertised inclusive of UK VAT and VAT is not applicable on export then the net price must be lower
What they are actually doing is keeping the same gross price and simply relabelling it as VAT-free

This is not illegal per se (they are allowed to set whatever base price they want), but it is misleading, because they explicitly claim prices are “inclusive of UK VAT and they imply VAT is removed for exports by saying “we offer a VAT exempt pro-forma invoice meaning you only pay VAT once in France upon import”

Secondly, the delivery.
I had issues with delivery to Europe in the past but have found a good reliable company, which I offered to them as a possibility and it was declined -
“We’ve worked with our delivery partners on numerous international shipments, including to France, and they have a solid track record of managing the customs process smoothly and efficiently, which is why we continue to use them with confidence.”
This company not only added a mythical €800 delivery cost when declaring for import duty on which I had to pay tax but at one point quoted me €2500 to deliver to my third floor apartment rather than leave it on the ground floor.
The whole delivery process was a complete nightmare that entailed me sending the company over 50 emails just trying to find out what was happening. I often had to send the same email multiple times over a period of days before getting any response.
As another review noted it is frustrating that they only have an email address and not a phone number.
In conclusion I ended up paying the equivalent of £3090 for a sofa costing £2200 in the UK.
They refunded the original delivery cost of €150 as a gesture.

PS It is interesting to read this review in the context of their reply just posted. I definitely paid the equivalent of £3090 for a sofa to be delivered in Bordeaux when the price advertised in the UK is £2200. I think the fact that at their own admission there was an exchange of 140 messages shows what a very drawn out experience it was for me. They say that "every concern raised was addressed thoroughly..." but I don't believe that the answers given actually fully answered my questions. I don't dispute the fact that, eventually, the sofa was delivered, but nothing changes the facts of the experience and it is certainly one that I’m not keen to repeat. They stand by their product, quality, pricing and service - I stand by my rating and the title of my review.

Excellent.

I looked for awhile to find the right dining room chairs. Decided to try Loop and Twist despite some hesitation for the significant cost for my 6 dining chairs. Now that they’ve arrived (bone chair in oak) I’m absolutely in love with them. Beautiful craftsmanship.

Really beautiful design of chairs. I purchased six Hannah chairs with the backrest and can truly say they are by far my favourite thing we purchased for our home. The design of the chair is like a work of art and looks beautiful from every angle.

We had a couple of small issues, through no fault of Loop and Twist, rather the delivery company Rhenus (which they are changing from soon) - Adam from the customer support team was excellent in resolving the issues quickly and cannot fault the customer service. So really pleased and would definitely purchase from Loop and Twist again in the future.

Amazing service and top-quality chair. I’m very happy!

Really nice designs of chairs. We previously bought a set of six chairs - this time two carvers of a different design. Will always look at this site if on the lookout for chairs - good prices and striking mid-century type designs.

I ordered 4 x Hannah chairs with backrest and the only feedback I would give is that I wish the seat cushion was positioned slightly lower so that the backrest comes up higher on my back when sitting down.

Other than that, I absolutely love them, really good quality.

Delighted with our counter chairs - handsome and comfortable. Communicated well and no issues with delivery.

Lovely quality and great customer service

Lovely well made furniture. Very pleased.

I had a mixed experience with Loop and Twist. On the positive side, their chairs are undeniably stylish and comfortable, fitting beautifully with our dining table. I was very pleased with how Muha handled our concerns, working diligently to resolve any delivery issues. However, there were several aspects that need improvement. The website could be clearer regarding purchase conditions, as we found out only later that some items are sold in sets. Communication can be slow, adding to frustrations, especially without a phone contact. Additionally, there were some product quality concerns such as sensitivity of the wood finish and thin seat padding. Delivery, handled by DHL, was problematic, causing delays and damage. Despite these setbacks, the quality of the chairs and Muha’s excellent customer service make Loop and Twist worth considering, but they need a better delivery service. Overall, a 4-star experience.

Fantastic response and attention to detail.

Very good shopping experience with Loop and Twist. The quality and design of the chair are fantastic, highly recommended!

Bad communication. I hope they change their website to be clear about this issue. I asked for some samples which the company stated were redeemable against purchase. As I knew I wanted to buy the lovely chair I went ahead and got the fabric samples for £30. However I discovered when the chair was in my cart it was only available as a set of six, which was not information available on their website. So I couldn’t purchase one and then they refused to reimburse the £30 sample price. After some back and forth they paid back £25. Rather petty.

Amazing quality and amazing service. I couldn’t choose a suitable date for delivery and they got in touch promptly to arrange a new delivery date that suited me. The quality of the chair I ordered was amazing and sturdy. 10/10 would recommend.