Soho Home Reviews 822

Chloe was very patient and solved my problem as soon as possible. Really great experience!

Ordered a decanter as a gift, beautiful product and big thanks to Laura in customer service for delivery support.

Update - even more disappointed that having heard nothing this post prompted a response only to suggest the issue is with the delivery company and me and that all their products are assembled before delivery. It’s clearly nonsense and rather than being helpful they’ve just said it’s all my fault. Either way, please be very careful with this company, they are playing off Soho House’s reputation but have gone massively downhill over the years since they started (we’ve bought about a dozen items from them over the years). Quality and customer service are without a doubt a 1 out of 10.

Terribly disappointed. We’ve been waiting over 3 months for our new bed which arrived today only for a manufacturing defect to mean it could not be assembled (the foot of the bed had a piece that was 1cm too wide at both ends) and the velvet in various places was damaged - not what you’d expect for a £5k bed. The delivery guys finally abandoned the assembly, but were quite concerned as Soho House only allow them 20 minutes to deliver and assemble the furniture. They said that this is what they got paid for regardless of how long it took (noting they were on site for 90 minutes) and Soho Home make them work 16 hour days. It’s a really bad look for a brand I’ve respected for so long to not only sell such poor quality products (which clearly have no quality control) but then to engage in modern day slavery feels terrible. We contacted customer services who originally said someone would come out later today to fix, but having waited 3 hours I spoke to someone else who advised that wouldn’t be true and it could take weeks for the technical team to visit. She suggested using a hack saw to ‘adjust’ the poorly fitting piece so we could use it. Genuinely speechless about the products and the quite lazy service given the impact this now has (as we’ve given our old bed to charity). I wish I’d read some of the reviews on here before we ordered but looks like we’ll be sleeping on the floor for some time.

Always a pleasure to purchase from Soho Home. Special mention for Adnan in Customer Services who will go above and beyond to help should there be any issue with your order. Highly recommend 👍

I have recently moved house and have bought many light fittings and side tables from the Soho Home Website. I have been very pleased with everything and in fact decided to buy another fleet side table. This was delivered but it was immediately evident that it was not level and the table top was slanting. I had kept the original box but unfortunately was unable to unscrew the top and so couln't repackage it. Adnan was very helpful, liasing with the staff in the Westbourne Grove Studio so that I could take it back there. A replacement has been ordered and I'm looking forward to receiving it soon.

We had a misfortunate experience take place whereby a mirror we ordered wasn’t actually available last minute. After speaking with Jill, she was hugely helpful and managed to find us one of the mirrors. She went above and beyond and I can’t thank her enough! Thank you Jill!

Thank you so much for your quick response and for being so helpful - much appreciated! :)

Jill at Soho Home Customer Service has been excellent. She was in regular communication and dealt with my complaint brilliantly, throughout all stages and without prompting. I'm delighted with the outcome of my complaint and Jill couldn't of handled it any better.

Sophie and Paula in the CS team at Soho Home are very good. Very responsive and keen to help and ensure any issues are resolved.

Quick response from Linda with issue solved immediately. Thank you!

We’ve hesitated to post this, but what happened with Soho Home deserves to be seen by anyone considering buying from them. Especially those who, like us, have been clients for years and expect professionalism from a premium brand .
At their recent Archive Sale, we purchased an Arielle Extra-Large Wall Mirror, physically present at the event, clearly marked with a stock label showing two available units. We saw it, chose it, paid for it in full. A simple, legitimate transaction.
Days later, Soho Home cancelled the order, claiming a “stock discrepancy.” That would be curious enough, except that the mirror was standing right there at the time of purchase and was not for display since it had indicated and confirmed stock labels. Their own terms for Archive Sales even state that “items must be taken at time of purchase.”. Other terms only refer to website purchases and are not applicable.
In other words, they sold something they apparently had no intention, or ability, to deliver. Maybe a hook for the sample sale, where the real hope is that everyone goes away with a body lotion.
But what really sets this experience apart is their idea of a “resolution.” After ignoring formal correspondence, Soho Home “apologised” by offering us a £250 voucher, suggesting we could use it to buy a smaller mirror, half the size of the one we had already paid for, if, of course, we spent an extra £180. When poor service borders with arrogance.
A brand built on design, craftsmanship, and “care” should understand that luxury isn’t about scented candles. It’s about integrity. We used to love the brand and are sad to see it in decline.
At this point, we’re simply counting the days until Restoration Hardware opens in London!

poor customer service, their promo ended the day before-reached out to purchase furniture at yesterday’s price -they won’t bother to help with it! apparently they have too much sales to care

I ordered 2 divine Auden square cushions but only one arrived. Although this was obviously disappointing I cannot fault Tiffany and the customer support she gave me. A replacement cushion was ordered and delivered in no time, very efficient and just a wonderful REAL human to deal with. Thanks of giving me great customer service.

Soho Home very kindly replaced a sofa with an alternative style which we love! Sophie was extremely understanding and helpful. Excellent!

Linda V was amazing in assisting me with my order! I am so excited to receive my new Lennox sideboard.

Super helpful and speedy reply, thanks Sophie!

Excellent customer service from Soho Home these days- it used to be terrible but I can't recommend them highly enough now.

I’ve had two terrible experiences at Soho home, first was a sofa I was waiting 12 weeks to arrive, 4 weeks before delivery someone from Soho home cancelled the order by mistake and said I would have to wait another 12 weeks for another sofa.

Second experience was a rug that on the week of delivery again after waiting 12 weeks, I was told they can’t get hold of the supplier and have no idea of the new delivery date.

If they can’t work with suppliers they shouldn’t try and promise customers items that will never be delivered.

So disappointing.

While the item I ordered was beautiful, it wasn’t the right size for my room. I can’t say enough good things about the customer service I received from Tiffany at SoHo Home and Natalie at Sean Phelan for a return that was a little out of the norm. The most responsive and helpful customer service experience I’ve had. They represent both of their companies very well.