I have honestly never experienced customer service this inflexible and unreasonable from a furniture company.

I visited Loaf’s showroom three times before deciding on a sofa. When I placed the order in store, I explicitly asked whether the billing/financing address could be different from the delivery address. The showroom team told me yes and accepted the order on that basis.

This is important: the problem was not that I provided the wrong information. The problem was that Loaf’s showroom team agreed to something that, according to Loaf’s central customer service team a month later, is apparently not possible under their financing arrangements. There was clearly a failure of communication between Loaf’s showroom and central teams, and Loaf is now expecting me to bear the consequences of that mistake.

Around a month after placing the order, I received the delivery notification from Loaf’s delivery contractor, only to discover that the delivery address was incorrect.

I have since contacted Loaf’s customer service three times and the in-store team twice. I have repeatedly tried to find a reasonable solution. The situation should be incredibly straightforward: the sofa has already been manufactured, is ready to deliver, and the only issue is correcting the delivery address.

Central customer service told me that the delivery address cannot be changed because the financing address has to match the delivery address, and that the financing is managed by V12. I asked Loaf to simply contact V12 and resolve the issue, given that I had specifically asked about this requirement when ordering and the showroom had told me it was fine. They said they could not do that.

So I even proposed a solution that would effectively allow Loaf to start again: I asked whether I could cancel and reorder the exact same sofa, but without having to wait another four weeks for it to be manufactured, given that the sofa has already been made specifically for my order and is ready to be delivered.

They refused this too. Their explanation was that the sofa might go to someone else and therefore they could not transfer the existing sofa to a new order.

At this point, the whole situation became completely absurd. I am willing to reorder and pay for the exact same sofa, and Loaf already has the sofa that was made for me. Yet apparently their systems are so rigid that they cannot track a custom-made sofa, associate it with a replacement order, and arrange delivery to the correct address.

What is most frustrating is that this entire situation could have been avoided if the showroom and central team had been aligned about their own financing requirements in the first place. I specifically raised the issue before placing the order, received confirmation from the showroom that it was possible, and relied on that information. A month later, central customer service effectively told me that the showroom had been wrong — but rather than acknowledging the mistake and trying to find a solution, Loaf has simply made their internal process my problem.

I have tried to be extremely reasonable throughout. I have contacted multiple teams, called repeatedly, and proposed several compromises. I am not asking for compensation or anything unreasonable. I just want the sofa I ordered — which has already been made — delivered to the correct address.

Instead, I have encountered an incredibly robotic, inflexible and completely inhumane approach to customer service, where nobody seems willing to take ownership of an obvious internal mistake or exercise even the slightest amount of common sense to resolve it.

The showroom experience was pleasant, and I liked the sofa enough to order it. But a company should be judged not only by how nice its showroom is when everything goes right, but by how it treats customers when the company itself makes a mistake.

In this case, Loaf has been exceptionally poor. Their internal miscommunication was not my fault, but I am the one being made to pay for it in time, inconvenience and potentially having to wait another month for a sofa that has already been manufactured.

I would strongly recommend thinking twice before ordering from Loaf. If something goes wrong, don’t expect the company to take ownership or make a reasonable effort to fix it.

Chelmsford Branch is a real pleasure to visit. The team could not have been more helpful and supportive. Looking forward to receiving our new bed. Would highly recommend to people who still want to see and feel the quality of the furniture before you buy.

Delivery service was hopeless. Called twice and both times the rep said the item would be delivered the next day. Each time it wasn't so I gave up and cancelled the order. Still waiting for the refund

Bought a 2 seater sofa, very disappointed looks nice but not comfortable attall you can feel the slats under the cushions
advertised as very squishy.

I was really disappointed with my recent experience at Loaf. I spent over £3700 on a sofa, which was not as advertised in the Bristol Loaf shack. The back support of the squisharoo sofa is dreadful. I understand that that is the style, but when trying the sofa in person, it had a greater level of support than the one that was delivered to us. The customer service process was lengthy and disconnected, having been outsourced, and ultimately extremely disappointing. We are now paying an upholsterer to right this issue. I have been a loyal loaf customer for years but would no longer trust their customer care process.

Everything was great until receiving my email confirmation. The order during check out stated delivery early October however after receiving email confirmation a later date was applied which is not good for us. The bed is for us moving into a new property with planned visitors coming to stay. Please let me know at soonest if you can change delivery early October?

Great staff very helpful and informative not pushy great experience

In store staff are great
Love your products

Great sofas - but comically terrible customer services. Full of friendly but powerless agents who have no ability to influence anything that matters.

I ordered a sofa 30th January. The failures that have followed are extraordinary. In summary
1. Wrong sofa sent
2. Delay in creating new order, no one getting back to me
3. No information about timelines
4. Booked delivery - but collection wasn’t booked. Rebooked.
5. Delivery on its way - but failed to show up, no reason given.
6. Delivery firm due to contact me again. Still waiting.

8 months wait and counting - I do wonder how any Loaf sofas ever get delivered.

The lady in the Guildford store was super helpful and knowledgeable - I didn’t catch her name but thanks to her we ordered a sofa.

Excellent service delivered by Nicole at Cribbs Causeway. Very easy.
Haven’t received the goods as yet but if delivery is as good as the service it will be excellent.

Rosina spent the time to make sure that my 2 metre tall husband was comfortable on the sofa and that I was too considering our height difference. That really helped us with our choice. Coffee was great too

The leaflets available in store have all the wrong dimensions on and I’m surprised they have not been removed.
These are produced from web site , which is also wrong .
I thought £95 delivery charge was cheap shot ….how else do you get a sofa….just put the price up .
Staff in store were great and I’m sure we will be delighted.

We recently purchased two Sofa's from Loaf and added a footstool in the past week to compliment what had been delivered. We are delighted with the Sofa's and the service associated with buying them over Finance. We are also delighted with Loaf's customer service - particularly Charlotte, who helped to sort out a few paperwork issues and spend a welcome credit note that had been gifted to us after an early Finance mix up which was promptly sorted. She was nothing short of fantastic and gave us confidence to progress. Really happy with Loaf and would definitely recommend them to all our friends and family - keep up the great work!

Helpful, knowledgeable assistant in Islington’s Loaf shack and an easy website to place an order for my sofa.
I also spoke to a very helpful assistant on the phone.
So altogether really pleased with the service so far.

We visited Loaf Guildford to test a sofa we’d seen online, and had such a positive experience. The shop is huge, bright and well stocked, and it’s so nice to be made welcome with the (glass) water bottles and caramel bars. We were looked after by Joe who was super knowledgeable, helpful and warm. I thought I had done my research but he thought of answers to questions I’d not even come up with yet! For such a big purchase, it was great to have his support and such a nice experience.

Siri
Was attentive and knowledgeable
Her care and attention convinced us to purchase from loaf.
Thank you

Clear and easy to use. Also want a armchair, any offers in Bristol I can look at and try

The sofa is good. However delivery was entirely substandard. The delivery men refused to take the sofa to the designated room despite several and detailed access discussions (even reviewing technical drawings) prior to purchase. The delivery drivers told me that delivery was impossible. They did not make any proper attempt to take it up the stairs and Loaf made several excuses all of which were not proper reasons. Another external company took the sofa up the next day with no problems but I had to pay for the cost of that. Loaf were unhelpful in resolving the issue.