Absolutely brilliant experience in store. Wendy from the Straiton, Edinburgh store helped me pick out my new sofa and she was amazing. Super attentive and informative. She was able to help me do lots of colour matches, lots of measuring and also giving me time to have a look around to get a feel. She made me feel much more comfortable and reassured. Can’t thank her enough. Would definitely recommend and I’d be very keen to go back if I need further furniture or help. Also quality of everything is superb and should set a standard for everywhere else!!
Friendly and helpful assistance - without being pushy. Nice furniture to suit most tastes.
We always found all members of staff warm and Welcoming and had a calm relaxed approach .striking a balance between being knowledgeable and helpful but giving you space to wander around the store view fabrics and sofas without feeling under any pressure . Top marks from us 5⭐️
If you’re considering dropping serious money on Loaf products, you may want to read this review before you make your decision to use Loaf. I’ve always had Loaf up as one of the premium UK brands for beds, furniture and homeware, but this experience changed that. For context, we’ve bought many Loaf sofas and beds in the past and been very happy, so decided to pay £1.2k for a Kingsize “muffin top” mattress. We always knew there was cheaper products out there, but we value that a premium brand like Loaf normally means a first class service if there’s any issues. These beds are handmade to order, so it takes 4-6 weeks for the mattress to arrive. We were happy to wait and we sold our old mattress the night before the delivery, so we were ready and excited for our brand new mattress. It arrived and within minutes of us unpacking the mattress, our excitement turned to disappointment. The mattress appears soiled and used. We had bought and paid full price for a brand new mattress, but it had multiple black marks on, what appears to be foundation/make-up marks and the thread on the mattress was pulled. Then in addition to the soiled mattress, Loaf had actually sown into the mattress the complete wrong product label. In big bold letters, it’s stitched in saying this is a “Top Dog” mattress, but the mattress made to order is clearly a “Muffin Top” mattress. This means if we want to sell this on in the future, we can’t even sell it as a “Muffin Top”. We reached out to Loaf and they promised they’d respond within 24 hours, as it was urgent and we were currently sleeping on a soiled mattress. After 24 hours, we’d heard nothing and then they responded 8 days later and they offered less than 10% off and we keep the mattress. Or they could try to exchange it but it may take another 6 weeks to make another mattress up, so we’d have to sleep on a soiled mattress until then. They did mention they could send a team out to try clean it, but it would invalidate the warranty for anything to do with the condition of the mattress and it wouldn’t be restored to brand new, so we wouldn’t be entitled to any compensation for being sent a soiled mattress. We’ve been really happy with Loaf over the years, but this experience has left us with a sour taste. We’re environmentally-conscious, so would hope we could find a suitable solution, where we keep the mattress, get it professionally cleaned, keep the warranty and have a reasonable offer to compensate us for having to use a soiled mattress, but it doesn’t appear that Loaf are able to find a suitable solution. We really hoped, when things went wrong, they would go above and beyond to make things right, but that sadly hasn’t happened. I’m gutted I’m having to write this review, but if you want premium service and a premium product, I would recommend looking elsewhere unfortunately. I’ll update this review if anything changes in Loaf’s response.
An easy to use website for ordering and excellent customer service to feal with any issues raised. Delivered super-quickly. Thank you.
Very good phone customer service and prompt quote. Thank you
It is clear that Loaf invests heavily in their sales funnel and marketing. The showroom experience itself was perfectly fine, and the brand's premium, "laid-back" image is very convincing. However, once they have your money—in our case, £2,600 paid in full upfront—the reality of the post-purchase process feels like a complete lottery. After waiting three months for our sofa, and with the order already a month overdue, we were informed just 9 days before our second scheduled delivery date that our selected fabric is "discontinued" and we essentially have to start the entire process again. There is absolutely no way that Loaf didn't know well in advance that construction of the sofa hadn't even started, yet they left it until just over a week before delivery to notify us. Also, a warning to other buyers: do not bother purchasing their fabric insurance. If Loaf discontinues materials unexpectedly like this, the insurance becomes completely redundant anyway. If you ever need a repair or a panel replaced in the future, they won't have the fabric to do it. Ultimately, this has broken our trust. It feels less like a premium service and more like we have provided a multi-month interest-free loan to a company that fails to fulfill its commitments. There are much better options out there nowadays - it's clear that I'm not a one off unlucky customer, there are lots of similar reviews. The response to my complaint was generic, seemed written by AI and basically offered nothing other than 'it'll be better this time'.
Served by Emma at Redbrick site. Great service by friendly and knowledgeable member of staff. Good showroom with lots of quality beds and mattresses to choose from
Lovely sofa. However, various things went wrong: late delivery, torn sofa. Customer service very unhelpful and slow, and not at all sorry for all the problems.
Liam at the Battersea shop was great earlier. Super informative and full of useful bits of info we needed to make our decision. Overall a great experience!
Eventually got you to place new bed order as after waiting months paying 6k you sent 2 right sides of bed. Nobody has dealt with it to date just send me emails asking for batch num ! Your delivery firm called you as soon as delivered saying it was wrong that was 7 weeks ago. Been terrible not happy at all
The rug is just the right colourway and weight, thank you.
Item was left outside by courier while at work, box was damaged and when opened item was scratched. Contacted loaf and the person I spoke with was extremely rude, then received an email to say I had to package item up and send back from a DPD location. I advised I liked the item and would prefer a slight discount on price. No response to this that was nearly 2 weeks ago.
Third visit always very helpful , knowledgeable and friendly , they do not chase you around the store.
We arrived 30minutes before closing. The staff were so helpful… not a hint of hurrying us along. Nothing was too much trouble!
Based on 40 verified customer reviews, Loaf holds an average rating of 3.0 out of 5 — rated Average on ReviewTerminal.
