Sharon was incredibly helpful in showing me round and suggesting complimentary colours/cushions/rugs etc. Couldn't have been more helpful and didn't feel rushed at all. Very inviting showroom and made... See more
Company replied
Location
Switch locationUnits 1-3 Straiton Retail Park, The Terrace, EH20 9TJ Edinburgh, England, GB
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We arrived with a clear idea of what we wanted after researching online. There was so much choice, and the quality was excellent. The staff—Marian, Sam, and the Allan s—were friendly without being int... See more
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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... See more
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We spent over £4,250 on a bedroom furniture suite from Edinburgh Loaf and the experience has been beyond disappointing. After waiting 9 weeks for delivery, we were contacted just two days... See more
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Company details
- Furniture Store
- Bedroom Furniture Store
- Furniture Accessories
- Home Goods Store
- Living Room Furniture Store
- 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
187 reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 99% of negative reviews
Typically replies within 24 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Reply from Loaf - Edinburgh
Hi Margaret,
Thank you for your review.
We’re so pleased to hear you found our team helpful while cushion shopping, and that you felt supported without any pressure.
Warm regards,
Cynthia
Excellent Customer Service
Staff offered help but were not pushy, they were knowledgeable about the products, friendly and helpful.
10 April 2026
Reply from Loaf - Edinburgh
Hi there,
Thank you for your review.
We’re so glad to hear you had a positive experience with our team. It’s great to know they struck the right balance of being helpful without being pushy, while sharing their product knowledge in a friendly way.
Warm regards,
Cynthia
Great experience
Great showroom, zero pressure and excellent staff who are just there to be helpful. Excellent with kids and have thought about the small touches to keep them entertained. Great experience. Oh and the sofas are amazing!
11 April 2026
Unprompted review
Gorgeous furniture and excellent service.
Gorgeous furniture and excellent service. We were given as much time as we wanted. The service provided by Sam was efficient and we were not kept waiting at all long while he did the adminstration of our order. A pleasant experience all round and I am now very much looking forward to receiving the furniture.
9 April 2026
Unprompted review
Reply from Loaf - Edinburgh
Thank you so much for your lovely review!
We’re really pleased to hear you had such a positive experience with us and that you were given plenty of time to browse at your own pace. It’s great to know Sam looked after you so well and made the ordering process smooth and efficient.
We’re delighted everything felt easy and enjoyable, and we’re very much looking forward to getting your furniture to you.
Jack
Reply from Loaf - Edinburgh
Hi Melody,
Thank you for your review.
We’re so pleased to hear you received such helpful customer service your kind words mean a lot to us!
Warm regards
Cynthia
Everyone in store was very helpful.
7 April 2026
Reply from Loaf - Edinburgh
Hello Em,
Thank you for the 5 star review!
I am happy to hear that your experience in the Shack was great!
We hope to see you again soon.
Thank you,
Sav.
Excellent customer service from Sam
Excellent customer service from Sam.
Please can we have a shop near Glasgow.
6 April 2026
Unprompted review
Reply from Loaf - Edinburgh
Hello Gillian,
Thank you so much for the review!
We will pass on your kind words to Sam.
Thank you,
Sav.
Excellent sofa
Excellent sofa. Superb customer care. Good delivery. Will definitely be getting my next Sofa from here!
7 July 2025
Reply from Loaf - Edinburgh
Thank you so much for your fantastic review!
We’re delighted to hear that you’re enjoying your sofa and that our team provided excellent care along the way. It’s wonderful to know the delivery went smoothly too.
We also look forward to helping you choose your next sofa when the time comes!
Jack.
Sofabed choice
Sam answered all our questions and also gave some valuable ideas. It was fun looking at all the materials and colours.
29 March 2026
Unprompted review
Reply from Loaf - Edinburgh
Hi Wendy,
Thank you for your review.
We’re so pleased to hear Sam was able to answer all your questions and share helpful ideas with you. It’s lovely to know you enjoyed exploring all the materials and colours that’s such a fun part of the process!
Warm regards
Cynthia
Very knowledgeable and friendly staff
Very knowledgeable and friendly staff who made the entire process of buying our new sofa easy and enjoyable!
28 March 2026
Unprompted review
Reply from Loaf - Edinburgh
Hi Zack,
Thank you for your review.
We’re delighted to hear our team made your sofa-buying experience easy and enjoyable. Friendly and knowledgeable service is exactly what we aim for.
Warm regards
Cynthia
the team were helpful when required
the team were helpful when required, cheerful and overall the experience was great.
15 March 2026
Reply from Loaf - Edinburgh
Hey Martin,
Thank you so much for the fantastic feedback, it is much appreciated. We are so pleased to hear that you had a great experience at our Edinburgh shack.
Your lovely words have been passed over to the team. Please feel free to contact us if you need any further support. We are always happy to help!
Kindest Regards,
CJ
Fantastic Service
We had a great experience at Loaf. The service provided by Sam was fantastic - he's very personable and knowledgeable about the products. Loaf was in the midst of some products changes and he helped us understand everything and navigate through it.
It's one of the most comfortable and least pressuring sales experiences I've ever had - and the Tunnocks are a nice touch!
24 March 2026
Reply from Loaf - Edinburgh
Hey Dylan,
Thank you so much for the amazing feedback, it is much appreciated.
We are so pleased to hear that you had a great experience at our Edinburgh shack and the service was fantastic by Sam. Your lovely words have been passed onto the team, including Sam.
Please feel free to contact us if you need any further support. We are always happy to help!
Kindest Regards,
CJ
Finally got my 'bed in a bun' :)
The location is beautiful and the staff very approachable, we went for a specific product so we got to try it and order it with the upholstery of our choice. An easy process! The only downside is that at the moment they do not offer financing options that other retailers have easily available, and that's why I am only giving 4 stars.
22 March 2026
Unprompted review
Reply from Loaf - Edinburgh
Hi Claudia,
Thank you for your review.
We’re delighted you finally got your ‘bed in a bun’ how exciting! It’s great to hear you found the process easy and enjoyed visiting the store, as well as being able to try your chosen piece and select the perfect upholstery.
We also really appreciate your feedback regarding financing options. we're currently reviewing this option at the moment as we’re always looking at ways to make shopping with us even more accessible to our customer. Thank you again for taking the time to share your experience.
Warm regards
Cynthia
A wide range of beds to see and compare
A wide range of beds to see and compare
Mostly the wonderful shop assistant who could not have been more helpful
I look forward to getting my lovely new bed
And my name is not Oakfield!,
19 March 2026
Reply from Loaf - Edinburgh
Hi Claude,
Thank you for your review.
We’re so pleased you enjoyed exploring our range of beds and that our wonderful shop assistant made such a positive impression it’s exactly the experience we hope for. we’ll make sure your name is correctly recorded
Warm regards
Cynthia
DO NOT BUY A LOAF SOFA!!!!!
DO NOT BUY A LOAF SOFA!!
⭐☆☆☆☆
Extremely disappointing experience with Loaf! The worst customer service I have ever received!!!
I placed an order worth over £7,500 after travelling from Aberdeen to Edinburgh specifically to view a sofa in person before purchasing. The sofas were due for delivery on 9 May, only for Loaf to cancel the entire range just DAYS before delivery because of “issues with their makers”.
The cancellation itself was frustrating enough, but the handling of the situation afterwards has been far worse, despite me desperately wanting to find a solution.
Communication has been consistently poor, with repeated delays in replies despite me explaining multiple times that this situation was urgent due to moving house and ongoing renovations. I was even told at one stage that no one had picked up my case while the staff member handling it was off work, despite previous concerns already being raised about slow communication.
Loaf offered vague assurances about “goodwill gestures” and replacement options, but repeatedly refused to provide any meaningful clarity about what compensation they were actually willing to offer before expecting me to make another 6-hour round trip to Edinburgh to choose replacement sofas.
They also suggested a virtual showroom consultation as an alternative, which is unrealistic when purchasing a sofa — especially considering Loaf themselves encourage customers to test furniture in person, which is exactly what I originally did before placing the order.
The communication has been disorganised, accountability has been lacking, and there has been VERY little regard shown for the significant inconvenience, expense and disruption caused! For a company positioning itself as a premium furniture retailer, the level of customer service and aftercare I have experienced has been shocking.
Very disappointing experience overall. Save yourself the time, money and headache buying from this awful company!!
20 March 2026
Unprompted review
Reply from Loaf - Edinburgh
Hi Lis,
Thank you for your review.
We’re absolutely thrilled to hear about your experience in our Edinburgh store! It’s wonderful to know that Kevin and Lesley made such a lovely impression. I’ll be sure to pass your kind words on to them.
It’s also fantastic to hear that Amy and Kelly in our customer service centre were so helpful we’re really proud of the whole team.
Keep Loafing on!!
Warm regards
Cynthia
Reply from Loaf - Edinburgh
Hey Andrew,
Thank you so much for the amazing feedback, it is much appreciated.
We are so pleased to hear that you had a great experience at our Edinburgh shack. Your lovely words have been passed on to the relevant teams.
Please feel free to contact us if you need any further support. We are always happy to help!
Kindest Regards,
CJ
Honestly the worst customer experience…
Honestly the worst customer experience of my life. I ordered a bed from loaf mid October - was still waiting for it mid Feb so ended up cancelling. The circus of events that took place in between was mind boggling (they made the wrong bed the first time then ‘lost’ the second (correct) bed for 5 weeks with the delivery company). I had to chase them at every turn for updates and explanations. Really really awful service. Loaf charges premium prices so you’d expect a half decent level of customer service. Avoid like the plague! I’ll never order from them again.
13 February 2026
Unprompted review
Reply from Loaf - Edinburgh
Hi Pamela,
Thank you for your review.
I’m truly sorry about your experience this sounds incredibly frustrating and completely understand why you feel so disappointed. this is certainly not the experience we want for you.
We’ve requested some further information from you via Trustpilot so we can look into this properly and review the issue better for you.
Warm regards,
Cynthia
The staff in the Edinburgh branch were First class
The staff in the Edinburgh branch were fantastic. I was in 3 weeks running first with my sister who bought a sofa bed and latterly I purchased a mattress. We dealt with 3 different staff members who were exceptional - friendly, knowledgable and all gave first class customer service. I cannot praise them highly enough
14 March 2026
Reply from Loaf - Edinburgh
Hi Irene,
Thank you so much for your wonderful feedback!
I’m thrilled to hear that the Edinburgh Shack team made such a positive impression across your visits. It’s fantastic that each staff member you met was friendly, knowledgeable and provided first class service while helping with both your sister’s sofa bed and your mattress purchase.
We’ll be sure to share your praise with the team. They'll be delighted to know their efforts are so appreciated!
Warm regards,
Manny.
Great service from Wendy
Great service from Wendy , thank you for your expertise
13 March 2026
Unprompted review
Reply from Loaf - Edinburgh
Hey Stephen,
Thank you so much for the fantastic feedback, it is much appreciated. We are so pleased to hear that you had a great experience with us.
Please feel free to contact us if you need any further support. We are always happy to help!
Kindest Regards,
CJ
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