Not a great customer experience in your Edinburgh Straiton store unfortunately. Unable to finance couch to our new address that we were due to move into in a few weeks. Found customer assistant quite... See more
Location
Switch locationUnits 1-3 Straiton Retail Park, The Terrace, EH20 9TJ Edinburgh, England, GB
•While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
See what reviewers are saying
The staff (two Alans at Edinburgh branch) were so helpful . Nothing was a problem to bring different styles of chairs together for us to compare and try! Also they have an extensive range of fabrics... See more
Company replied
Super helpful and friendly people. A lovely vibe met us from the moment we entered the showroom. The fact that they loved dogs too made our shopping experience with our pooches all the more enjoyable... See more
Company replied
Looking for a sofa and didn’t want high pressure sales talk. Eventually went to Loaf in Edinburgh and were blown away by the customer service - so much better than anywhere else. Settled on our choice... See more
Company replied
Company details
- #346 of 395 best companies in Home Furniture Shop
- #184 of 227 best companies in Bedroom furniture shop
- #52 of 57 best companies in Furniture Accessories
- #218 of 240 best companies in Homewares Shop
- #104 of 114 best companies in Living room shop
- #85 of 92 best companies in Sofa store
About Loaf - Edinburgh
Written by the company
Welcome to our Laid-Back World!
We make ridiculously comfy sofas and beds and lovely laid-back homewares to help people lead happier, more relaxed lives. We're champions of comfort and craftsmanship and use old-school know-how to make our wares. In fact, all our sofas and upholstered beds are made right here in Blighty. We've got a choice of over 150 kicked back colours across nine feel-good fabrics. You can help yourself to free swatches on our website. Don't forget to swing by one of our slowrooms to rest-test our range or give our team of Loafers a call, we're always happy to help.
NEW ARRIVALS SWATCHES SLOWROOMSLoaf
Written by the company
Contact info
Units 1-3 Straiton Retail Park, The Terrace, EH20 9TJ, Edinburgh, England, United Kingdom
- 02031418300
4.7
Excellent
239 reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 95% of negative reviews
Typically replies within 24 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Sofa Bed Edinburgh …
Betsey in your Edinburgh store couldn’t have been more helpful. I was looking to purchase a new sofa bed and she helped me enormously. Nothing was too much trouble. Highly recommend her.
30 December 2025
Unprompted review
Reply from Loaf - Edinburgh
Hi Paula,
Thank you for such a lovely review! We’re delighted to hear that Betsey in our Edinburgh store was so helpful and made your sofa bed search a great experience. We’ll be sure to pass on your kind words to her. Thanks so much for the recommendation!
Warmest Regards,
Paris
Excellent customer service
Excellent customer service, lovely showroom and beautiful furniture! Staff so patient and helpful - I hate shopping, but this was actually a pleasant experience.
I love that they will make changes to order after it's made (hoping not to, but reassuring that it's an option).
29 December 2025
Unprompted review
Reply from Loaf - Edinburgh
Hi Tina,
Thank you so much for your lovely feedback. We’re delighted to hear you enjoyed your visit to the showroom and that our team helped make the experience a pleasant one, especially if shopping isn’t usually your favourite! It’s great to know you found the flexibility to make changes reassuring too. We really appreciate you choosing us and hope you enjoy your beautiful furniture.
Warmest Regards,
Paris
Straiton Edinburgh Branch Experience
We were at the Straiton Edinburgh branch. Wendy was helping us choose a few items: sofa bed, sofa and armchair. She spent sooo much time with us in making sure it was the right fit for our home. Even played around with farrow and ball samples to check which colours were great match. Can’t wait to get sofas - so far retail experience has been fab! Ps big bonus - our dog got treated like royalty - try out his own bed and got lots of attention and treats from shop assistants!
22 December 2025
Reply from Loaf - Edinburgh
Hi,
Thank you so much for sharing such a wonderful review. We’re thrilled to hear about your experience at our Edinburgh showroom and that Wendy took such great care helping you choose the perfect pieces for your home, from sofa layouts to colour matching with Farrow & Ball samples.
It’s lovely to know the experience felt unhurried and thoughtful, and we’re especially pleased your dog enjoyed a royal visit too! We can’t wait for your new sofas to arrive and hope you enjoy them for many years to come.
Warmest Regards,
Paris
Great Experience at Loaf Edinburgh
I had such a great experience at Loaf Edinburgh - it was so helpful to see the sofas in reality rather than just on the website. It was especially great to have the shop within easy travelling distance. Seeing the various sofas in situ and having an expert and professional service from Sam, who talked me through all the options, helped me make a decision today. No need to go away and think about it. I am so delighted and sure of my choice. Thanks, Sam
28 December 2025
Unprompted review
Reply from Loaf - Edinburgh
Hi Maria,
Thank you so much for sharing your experience.
We’re delighted to hear that visiting our Loaf Edinburgh showroom helped you feel confident in your choice and that seeing the sofas in person made all the difference. Sam will be thrilled to hear your kind words, we’re proud of the expert, friendly service they provide. We’re so pleased you found the perfect sofa and wish you many happy years enjoying it. Thanks again for choosing Loaf.
Warmest Regards,
Paris
Knowledgeable and helpful staff.
28 December 2025
Unprompted review
Reply from Loaf - Edinburgh
Hi Joan,
Thank you for your feedback, we’re really pleased to hear you found our team knowledgeable and helpful. We hope to see you again soon.
Warmest Regards,
Paris
Redeeming a credit
We were redeeming a credit. The staff at Straiton in Edinburgh were very helpful and it was all very enjoyable.
23 December 2025
Reply from Loaf - Edinburgh
Hi Lorna,
Thank you for your review.
We’re so pleased to hear the team at Straiton made redeeming your credit easy and enjoyable.
Warm regards,
Cynthia
Excellent service
We received all the help we needed and ordering was a very simple process.
24 December 2025
Unprompted review
Reply from Loaf - Edinburgh
Hi Wendy,
Thank you for your review.
We’re delighted to hear everything was straightforward and that you received all the help you needed.
Warm regards,
Cynthia
Great experience
Sharon was extremely friendly, knowledgeable and helpful.
She answered all our questions and left us to consider our options without any pressure to buy.
21 December 2025
Reply from Loaf - Edinburgh
Hi Adelle,
Thank you for taking the time to share your feedback.
We’re delighted to hear that Sharon was extremely friendly, knowledgeable, and helpful, and that she answered all of your questions while giving you the space to consider your options without any pressure. That’s exactly the experience we aim to provide.
I’ll be sure to pass on your kind comments to Sharon, she’ll be thrilled to hear them.
Kind regards,
Paris
Absolutely atrocious customer service
Absolutely atrocious customer service. We ordered a bed in a button online. When it was delivered, the headboard was assembled in a different way to the pictures shown online. I spoke to a customer service representative who initially confirmed that the photos shown were misleading (though they later tried to backtrack, i reminded them that the call was recorded and would have recorded their admission). We were then told that load literally did not sell the product that had been pictured. Later we were told that we were sent an ‘older’ model. We received a refund of £150 and they agreed to a replacement to get the product we ordered. This took 2 months and we were told the new item would take 10 weeks to arrive.
After 10 weeks we were told they had forgotten to place the order for the replacement, so we would have to wait another 10 weeks.
Today I received a call to organise a delivery and it was confirmed that, again, loaf had forgotten to place an order for collection of the old bed in a button so unless we can accommodate both (which we can’t) we’d need to go back to them and get a collection organised. I am dreading this and cannot wait for this fiasco to be over.
Ontop of that the bed isn’t even comfortable (the thinnest mattress known to man) but as we had designed the entire room around having this as a space saving solution we are stuck with needing it and will just have to sleep on it ourselves rather than letting our guests and elderly parents sleep on it!
All in all, for the price point, the customer service is appalling and the quality is questionable.
I will never order from loaf again and will recommend anyone I know to avoid them.
22 December 2025
Unprompted review
Reply from Loaf - Edinburgh
Hi Alexandra,
Thank you for your feedback. I’m very sorry for the experience you’ve had and completely understand why this situation has been so frustrating, particularly given the length of time this has been ongoing and the number of issues you’ve encountered.
I wanted to confirm that I have now arranged the collection of your existing bed and I have also asked our deliveries team to arrange the exchange for a suitable date that works for you. They will be in touch directly to confirm the next available options and coordinate both the collection and delivery together, so you are not left trying to manage both items at the same time.
I fully appreciate that this has taken far longer than it should have and that mistakes along the way, including the replacement order not being placed initially and the missed collection booking, have added unnecessary stress. I’m very sorry for this and for the inconvenience caused to you and your household.
Thank you for your patience despite the difficulties, and I do hope we can bring this matter to a close for you very shortly.
Kind regards,
Paris
Amazing in store experience
Have had lovely experiences during our 5 visits to the Edinburgh store. Staff are so helpful without being pushy. Large pieces of sample fabrics are so helpful to reach your final decision. The in store experience is wonderful. It really feels a treat to visit. My daughter loves our Loaf visits too, particularly the free chocolates! We are so lucky to have this Scottish store. We would never have purchased from Loaf without the in store experience allowing us the chance to try out all the sofas and feel the fabric choices. Now we have made our choice, I will miss our Loaf visits!
21 December 2025
Unprompted review
Reply from Loaf - Edinburgh
Hi Lorna,
Thank you so much for your wonderful review!
We’re absolutely delighted to hear that you a lovely shopping experience at our Edinburgh shack. It’s lovely to know the the care and attention has left such a great impression we’ll be sure to pass along your kind words to the team at the shack.
We hope to see you again!!
Warm regards,
Cynthia
Lovely store and staff
Lovely store, well representing loaf above the border.
Sam was a great help, welcoming and friendly with a good bit of chat. Even though we weren’t purchasing he still gave us time and talked through our options when looking for a potential dining table.
14 December 2025
Unprompted review
Reply from Loaf - Edinburgh
Hi Ed,
Thank you so much for your kind feedback.
Sam will be delighted to hear this. I’m really pleased he made you feel welcome and took the time to talk through your options. Whether you’re purchasing on the day or just exploring ideas, we’re always happy to help.
We hope to see you again when you’re ready to choose your dining table.
Warm regards,
Manny.
We’ve been loafers since the start…
We’ve been loafers since your beginning! Our whole house is loaf furniture. Always easy, always efficient, always high quality ☺️
9 December 2025
Reply from Loaf - Edinburgh
Hi Miller,
Thank you for your review,
We absolutely love hearing this it means so much that you’ve been loafers from the very beginning. Thank you for your continued loyalty and for filling your home with Loaf.
Warm regards
Cynthia
Extremely friendly staff and good range
Had a great experience, my partner and I found exactly what we were looking for and Sam was extremely helpful in letting us know when we could expect our sofas delivered. Great range and good to see the range of fabrics and colours in person.
14 December 2025
Unprompted review
Reply from Loaf - Edinburgh
Hi Dermott,
Thank you for your kind feedback!
We’re so pleased to hear that you and your partner found exactly what you were looking for. Sam will be delighted to know their help and clear delivery updates made a difference. It’s great to hear you enjoyed seeing the range of fabrics and colours in person as well. We really appreciate you taking the time to share your experience and hope you enjoy your new sofas!
Warmest Regards,
Paris
Loaf detective skills to the fore
Had a great experience at Loaf. My wife had sent me a picture of a lamp she wanted. Didn't say what shop just a picture and Straiton Retail Park. Tracked down the shop from the picture - it was Loaf, and the lovely assistant/detective😊 helped me identify the lamp from the picture and the furniture around it. It's a beautiful piece of kit and looking forward to seeing the surprise when its unveiled at Christmas. 5 stars.
11 December 2025
Reply from Loaf - Edinburgh
Hi Ken,
Thank you so much for this wonderful review!
I’m delighted to hear that our “assistant/detective” could help crack the lamp case from just a photo, what a fun mission! It’s lovely to know you found the exact piece you were after and we’re thrilled it’ll be part of a Christmas surprise.
Wishing you both a magical festive season and we hope the big reveal gets the reaction
you’re hoping for!
Kind regards,
Manny.
23/09/25
Purchased a sofa from Loaf, unfortunately it had to be returned. Loaf stated that the money would be refunded. Several weeks later and no response from Loaf, several attempts to contact via phone have been unsuccessful, get in queue then cut off.Nothing from emails.
9 December 2025
Unprompted review
Reply from Loaf - Edinburgh
Hi Simon,
Thank you for your feedback.
I am so sorry to hear you still have not received your refund. I have requested your details so I can look into this further with you.
Warmest Regards,
Paris
Superb loafer help with furniture and fabric selection
This was our 2nd visit and the loafers could not have been more helpful and patient on both occasions. On the 1st visit we came to see the Curvella sofa and see fabric possibilities for a medium sofa and love seat. Having decided on the upholstery fabric, our 2nd visit was to select the scatter cushion sizes and fabrics to pick up other colours in the room. This was greatly facilitated by your being able to display the selected combinations on a monitor and give us printouts before finalising our order.
2 December 2025
Reply from Loaf - Edinburgh
Hi Patrick,
Thank you so much for your lovely review,
We’re delighted to hear our team could help you find the right fabrics and cushions, and that the visual previews made the process easier.
It’s wonderful that your second visit was just as positive as the first. We really appreciate you coming back to see us and hope you love your Curvella pieces once they arrive
Warm regards.
Cynthia
The staff were extremely helpful.
The staff were extremely helpful.
They answered all the questions we had and anticipated some we hadn’t thought of.
I hope the prolines up to expectations!
Katie
1 December 2025
Reply from Loaf - Edinburgh
Hi Katie,
Thank you! We’re so glad our team could help and guide you through everything, including the questions you hadn’t thought of.
If you need anything at all, we’re always here to help!
Warmest Regards,
Paris
Very helpful staff and great selection…
Very helpful staff and great selection of designs, fabrics and colours
23 November 2025
Unprompted review
Reply from Loaf - Edinburgh
Hi Jen,
Thank you for your lovely feedback.
We are delighted to hear how nice you found our selections of designs, fabrics and colours.
Please let me know if there is anything else we can help you with.
Warmest Regards,
Paris
Wrong chair sent
Wrong chair sent, it wasn't the swivel version, and it was in the wrong colour!
2 stars because the staff are very helpful, but not pushy and the correct chair has now been ordered, but of course that means another wait.
21 November 2025
Reply from Loaf - Edinburgh
Hi Hazel,
Thank you for taking the time to share your feedback and I'm really sorry to hear that the wrong chair was delivered, especially with both the style and colour being incorrect. I completely understand how disappointing and inconvenient that must be.
We truly appreciate your patience and your kind words about our team. I’m glad to hear the correct chair has now been ordered and we’ll do everything we can to make the rest of the process as smooth as possible. Thank you again for your understanding and we hope your new chair will be well worth the wait.
Warmest Regards,
Paris
Top Dog
Helpful, friendly and understanding staff (especially Sam!) who quickly got me what I wanted and helped me process my order. Great selection of items, materials and colours - just love Loaf furniture!
16 November 2025
Unprompted review
Reply from Loaf - Edinburgh
Hi Stacey,
Thank you so much for your lovely feedback! We're thrilled to hear you had such a positive experience and Sam will be over the moon to know they made your visit helpful and enjoyable.
We’re delighted that you found the perfect piece and enjoyed exploring our range of items, materials and colours. Knowing you love Loaf furniture truly means a lot to us!
If you ever need anything else or fancy popping back in for more inspiration, we’re always here to help.
Kind Regards,
Paris
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.