Soho Home Reviews 823

Another experience of poor aftercare and customer service. Having ordered a item of furniture that arrived faulty it has taken 4 weeks for a response and the attempt to fob me off with a small discount on the item. Please please just send one that isn't faulty!

Linda was helpful and polite. Thank you.

I was bought a beautiful chest of drawers from Soho Home around 12-18 months ago. It’s stunning. But one of the handles snapped off in my hands. The metal welding/solder has snapped clean, under very gentle usage. Their customer service team has been very slow to respond and after over 2 weeks of correspondence they have told me that they do not offer replacement parts or repairs. I am incredibly disappointed. I chose Soho Home expecting “last a lifetime” quality and the product has ended up lasting less time than my previous Ikea drawers

I’m genuinely shocked by the lack of customer service at Soho Home. I ordered several large items and was explicitly assured multiple times via phone and chat that delivery would include White Glove Service. This was essential, as I cannot carry bulky furniture alone.

On delivery day, the team arriving in Paris from the UK informed me that no White Glove service had been booked. The UK Team would have provided the service — but it simply hadn’t been arranged by Soho Home. When I contacted Soho Home, I was told now that they don’t offer White Glove service in Europe at all. This directly contradicted everything I’d been assured in advance.

What do they expect? That customers pay for a moving team to be on standby during a 48-hour delivery window? At this price point - £25000 - basic reliability and care should be non-negotiable.

This experience is a stark reminder that behind Soho Home’s polished image lies a pretentious, hollow brand culture. As a former Soho House member, I’ve already stepped away from the club due to that same attitude — an attitude that feels not only tone-deaf but deeply outdated in today’s world. Sadly, Soho Home is no different.

Think Ryanair service wrapped in velvet packaging. Never again.

Sophie was very responsive and made my experience seamless. Excited to get more pieces from soho home!

I would like to take this opportunity to thank Agnessa Dale at Soho Home at Soho Farmhouse. Agnessa was extremely helpful and very patient during our most recent purchase for our house refurbishment. Can highly recommend. Miguel was also instrumental in our wonderful retail experience.

I bought a marble console table, it arrived without screws so the delivery team couldn’t assemble it.

I had to wait for weeks for them to send the screws and when they arrived, two were missing. It’s been months, and I still can’t assemble the console table completely because of the missing screws.

The communication with customer service is incredibly deficient, they don’t reply, don’t follow up, it’s just disrespectful.

The furniture Soho Home sells is good looking and ok quality, but for this price tag I would expect customer service to give a minimum level of service and this is one of the worst I have ever experienced. If this is how they handle what should be a minor problem, I can imagine how painful it must be for customers with more serious issues to resolve.

Hopefully this triggers an answer from someone that cares within the team.

I love Soho Home. It's nice to integrate high-end pieces you see around the Houses into your own home. Sophie was brilliant - she resolved an issue efficiently and was a pleasure to speak with. Definitely ordering additional pieces.

Anna was fabulous. She resolved my issue promptly and effectively, a delight to deal with. I love Sohohome, I always feel safe buying their merchandise online because their customer service is the best. Thank you!

We bought a house last year and decided to save up and purchase a few key items from soho home.
1. The bathroom vanity we purchased arrived late and was scuffed. The marble is good quality but the wood appeared quite cheap.
2. The Alwin pendant, throws and cushions we bought was lovely. No issues.
3. The ashford sofa arrived contained marks in it. They say they offer castellan - a furniture repair service in the first year. Castellan did come by (after cancelling on the day a couple of times) and recommend that one of these cushions did indeed need replacing. This was in march and I’m still following up. It’s smoke and mirrors- they offer this service but dont act on any advice from their specialists they send out. I’ve been sent to various departments who don’t respond. It’s incredibly frustrating after the investment.

In short - buy a trinket to soft furnishing from SH and you’ll be okay.
But for any long term investment pieces, I’d look elsewhere. If anything goes wrong, you’re probably left with something you’ve spent thousands on.

We bought Soho Home lamps secondhand. One stopped working shortly thereafter. I opened up the box that controls the light, and saw that the power cord had come loose from the circuit board. They didn’t use any kind of hardware to fasten the wire to the circuit board, just solder. That means that over time the solder can work loose and voila, lamp doesn’t work. That is such shoddy manufacturing. Saves almost no money and almost no time but creates a product that will inevitably break. Luckily soldering irons are only $11 but I can’t believe given the retail price how poor the craftsmanship is.

Linda was remarkably responsive and helped resolve my issue quickly. I'm impressed that Soho Home fully refunded my purchase of a product that malfunctioned and was out of production. Thank you!

Great customer service and they really value their community - thank you for the amazing experience!

How does a company of this stature recruit such appalling staff to provide ‘customer service’. Cost saving I expect.

Been trying to deal with an issue with my order for 7 days and your staff are clearly unable to do their job. They’re rude, full of attitude, vacant and unskilled. I’m shocked you employ people with such poor communication skillIs. I cancelled my order in the end as I couldn’t bare dealing with them any longer.

I refuse to shop with you now because of this.

I always find the customer service superb both online and instore which makes shopping a pleasure, thank you! The latest online help was prompt and resolved our issue easily,

Carla at Soho Home swiftly resolved my issue with a faulty set of wine glasses and issued a full refund, even though I ordered them several months ago. Top marks for customer service.

Overall my experience with Soho has been positive. LindaV on the customer service chat has been awesome! Linda is super responsive and extremely diligent in following up on my inquires. Thank you!

The furniture, lamps, etc have always been of excellent quality and the delivery team is so professional. I love the items I've purchased and will have them for many years to come. I'm glad furniture is being built to last!

My only complaint is supply inventory. The customer service team is not seemingly connected to the team that decides what will/won't come back in stock. I had a case where I ordered a bed frame, nightstands, and was awaiting the dresser to become available, which I was assured it would. I was later told a decision was made to discontinue the dresser. Two months later the dresser was re-listed on the website. Linda and the customer services team did they best the could in triaging my feedback, but I'm writing about this here as it would appear Soho's operations team needs to better communicate between departments.

Overall it's been a positive experience and I will continue to place business with them!

I have had several positive experiences with Soho Home - my most recent with Linda. I had an issue with delivery and she helped me tremendously, was very communicative and went above and beyond when it came to resolving it.