The whole order experience has been challenging, stressful and above all massively disappointing. Poor customer service, not living up to brand promise resulting in receiving the order 3 months after placing it for the corner sofa bed. Riddled with mistakes and missteps. The delivery guys, John and Damo were exceptional and a real high point in what has been a disheartening experience -they couldn't have been more helpful and kind. Still not received everything because why would you have a mattress for a sofa bed? That will follow, but sums the whole thing up.

First of all - the showroom is so well set out . Colours , samples , ambience . BUT - my goodness what made our experience so good were the staff . We went in on two separate occasions and were greeted warmly by different sets of staff , totally polite , chatty , informative , friendly , calm . Perfect balance of understanding our needs and stepping back to let us browse . We bought a sofa and five cushions , and were so expertly and patiently assisted with advice and suggestions but NEVER felt pressured at all . I'd love to shop with you on a regular basis it was such a nice experience but given that it is such a big purchase - we may just have to go in for a bottle of water and a chocolate biscuit and a chat !

Beautiful wool rug, it looks lovely on my wooden floor, adds texture to the room and really is soft to walk on. It was also delivered in under 48 hours from the time of order and well packaged. Very happy with my purchase.

The staff were lovely and she even ordered the pad that matches our loaf chairs. Always helpful but never pushy. It's an enjoyable experience shopping in loaf.

We visited the Chelmsford Loaf Shack 2 weekends ago based on what we had seen on line. We had been searching for a new sofa for over a year. We were immediately greeted by Madeline and she provided us with answers to all our questions, leaflets, measurements and fabric samples. She was very knowledgeable about the sofa we were particularly interested in. The store was beautiful and the sofa looks like top quality. We were offered a soft drink and honestly our experience was great and just right. We left with all the information we needed to make an informed decision. We returned just over a week later and were greeted by Michela who again was knowledgeable about the sofa and took our order. We were able to play around with the fabric samples, test out the sofa and compare it against a sample of our carpet we brought with us. Nothing appeared too much trouble at all and we both felt like valued customers. We had a coffee, completed the paperwork and we had a laugh too. She was joined at times by Rosina who was also lovely. All 3 of them treated us lovely and smiled all the time which we particularly like! We can’t wait to get our new sofa! Thank you. We would most definitely recommend this store!

Superb staff and warehouse - loved the whole experience - even got a good recommendation for lunch from Benjamin!!

Lovely, attentive staff at the Edinburgh store. Thanks!

It was an easy process to order. Woukd have liked more frequent updates on when I might expect order.

Easy to order, kept informed where my order was and arrived quickly

I went to the Essex branch on Monday and was assisted by Geri. She was extremely helpful and knowledgeable and had a lot of good ideas. I came back the next day to place the order. It was a great experience all around so many thanks to her!

Love your Solihull team. Attentive and so helpful 😊

Very disappointing quality and customer service
I purchased a Loaf Flatley Linen Rug in Ochre, 200cm x 300cm, expecting a good-quality rug that would last. Unfortunately, the rug has faded significantly and the colour is now very different from when it was purchased.
I contacted Loaf to raise my concerns, hoping they would acknowledge that the level of fading was excessive. Instead, their Quality Team have attributed the change to the fact that linen is a natural fibre and that colour can gradually change through exposure to daylight, normal use, foot traffic and cleaning.
I completely understand that natural materials can change slightly over time, but this is significant fading, not the subtle natural ageing I would reasonably expect from a rug of this price.
What is particularly disappointing is that Loaf have offered no replacement, refund or other resolution. Their final response was essentially that this is an expected characteristic of the product and that, if I remain unhappy, I can refer the matter to the relevant Ombudsman.
I bought the rug from Loaf because I believed I was paying for quality. Instead, I am left with a rug that has changed considerably in colour and a company that has ultimately taken no responsibility for it.
I would strongly recommend that anyone considering purchasing one of their linen rugs is aware that significant colour fading may be considered by Loaf to be a normal characteristic of the product, rather than a quality issue.
Very disappointing, particularly for a company positioned at the higher end of the market.
Order number WEB-683523

Uzma explained everything clearly, she offered really useful ideas to help us make our choices, she was very patient making our visit an enjoyable experience.

We’ve been looking at Loaf sofas for years and today there was a super helpful team member, Uzma, who made the process easy. We chatted earlier in the day and looked at various fabrics against different sofas. We decided to go away and think about it over lunch. When we returned, Uzma remembered us and welcomed us back in a very down to earth way and allowed us space to make up our minds in our own time. Once we had made the decision, she was chatty and guided us through the very quick process of buying the sofa that was right for us in a way that felt very genuine.

The staff in the new chelmsford store were beyond helpful and nothing was too much trouble. They made both me and my little dog very welcome with drinks and treats . They were very knowledgeable about the products and checked any extra questions I raised. As always the products are excellent but the staff made all the difference!

Service from staff was excellent. I was greeted with a friendly smile and then given very good advice about the product I was interested in.
The ambiance in the store was very pleasant.
I am extremely pleased with my purchase of linen cushions.

Professionalism

I had a sofa exchange delivery booked and honestly it went so well, Damo and John were a fantastic team , friendly, professional and quick, couldn’t be happier.

Extra Large Real Deal Mirror — glass detached and shattered; Loaf refused to properly investigate

I bought the Extra Large Real Deal Mirror in-store for £349.95, specifically checking with staff that it would suit my bathroom before the purchase. The staff confirmed the mirror was suitable for bathroom use and and there has been no warning on Loaf's website about usage restrictions for the mirror. The only safety note listed is "must be hung vertically and securely mounted."

The mirror was fitted in an ordinary, well-ventilated bathroom (window plus extractor fan) used by two people. Without warning whilst I was working next door, the entire extremely heavy and thick glass pane detached from the frame — which remained firmly fixed to the wall — and shattered on the floor right next to the toilet and across the whole of the bathroom. Had anyone been sitting there, this could have caused serious or fatal injury.

When I reported it, Loaf refused to inspect the actual mirror, frame or broken glass, despite my offering to preserve everything and let their team examine it in person. Instead, within hours a "Quality Team" decided by email that bathroom humidity had dried out the adhesive and that this was "customer misuse". The customer services person even suggested in her email that I 'smashed the mirror'.

I've asked repeatedly what evidence was actually examined, whether other customers with the same mirror could be at risk, and for the manufacturer's details. None of this has been answered/provided. Loaf's position is that a normal bathroom mirror can fail catastrophically out of its frame and potentially kill/severely disfigure a person, and that's the customer's problem — not a product safety issue worth investigating properly.

Avoid this product, and be wary of how Loaf handles a genuine safety complaint. If you have this product, it is likely that it can present severe safety risk to you/your family. I will be following this up with various outhorities but wanted to put a warning out here to start with.

Dear Julie - in response to your message, please refer to the extenssive correspondence with your customer services team, specifically Saskia. Thank you.

Sadiqa was excellent - very approachable and easy to talk to. She really helped us choose a beautiful olive wodge and I'm so excited to get it home! She even called back when I requested her help and honestly, has been the best person to deal with at Loaf. I had some not great experiences with other staff so I'm glad she was there!