everyone friendly efficient and helpful, there when needed and leave you alone to browse if that is what you want.

I had an extremely pleasant visit to Loaf in Battersea and discovered the cushions I wanted were reduced. I ordered one and it arrived promptly today. I am very pleased with it. The atmosphere in the shop was calm and pleasant with very good entertainment for the children.

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.

How hard is it to return a rug and a cushion
I am still waiting

Extra Large Real Deal Mirror — glass detached and shattered; Loaf refused to properly investigate

I bought the Extra Large Real Deal Mirror in-store for £349.95, specifically checking with staff that it would suit my bathroom before the purchase. The staff confirmed the mirror was suitable for bathroom use and and there has been no warning on Loaf's website about usage restrictions for the mirror. The only safety note listed is "must be hung vertically and securely mounted."

The mirror was fitted in an ordinary, well-ventilated bathroom (window plus extractor fan) used by two people. Without warning whilst I was working next door, the entire extremely heavy and thick glass pane detached from the frame — which remained firmly fixed to the wall — and shattered on the floor right next to the toilet and across the whole of the bathroom. Had anyone been sitting there, this could have caused serious or fatal injury.

When I reported it, Loaf refused to inspect the actual mirror, frame or broken glass, despite my offering to preserve everything and let their team examine it in person. Instead, within hours a "Quality Team" decided by email that bathroom humidity had dried out the adhesive and that this was "customer misuse". The customer services person even suggested in her email that I 'smashed the mirror'.

I've asked repeatedly what evidence was actually examined, whether other customers with the same mirror could be at risk, and for the manufacturer's details. None of this has been answered/provided. Loaf's position is that a normal bathroom mirror can fail catastrophically out of its frame and potentially kill/severely disfigure a person, and that's the customer's problem — not a product safety issue worth investigating properly.

Avoid this product, and be wary of how Loaf handles a genuine safety complaint. If you have this product, it is likely that it can present severe safety risk to you/your family. I will be following this up with various outhorities but wanted to put a warning out here to start with.

Dear Julie - in response to your message, please refer to the extenssive correspondence with your customer services team, specifically Saskia. Thank you.

What a chaotic company.

Had numerous issues trying to merge 2 deliveries into 1 so they would be delivered on the same date, despite being assured in their Battersea shop that it would be easy to do. What followed was a catalogue of errors - 5 or 6 different order numbers, no one at Loaf able to give me any information as to why, and buck passing from Loaf to their delivery partners Wincanton. Eventually we did have our bed & mattress delivered together and, in fairness to Wincanton, their helpline was much less chaotic and their service on the day was good.

We are now fighting a new battle with Loaf relating to our headboard cushion cover being the wrong size. Despite sending picture evidence, Loaf took a week to get back to us just to suggest that we were lying and that the cover fits fine. The battle is ongoing …

I have asked to make a complaint about service numerous times over the phone, and been told outright by one of their agents that they do not have a complaints department, which I find astonishing. No wonder customer issues don’t get dealt with in a timely manner as there is no proper system to go through.

It’s a classic case of this brand happily taking your money and that is where the good service ends. Would never buy from them again.

Best customer service and the quality of the sofa is 10/10!!!

my sofa arrived in November and one of the legs was unable to be attached because my sofa was manufactured with a missing leg insert. the installers told me to notify loaf and that someone would be sent to fix it. I have tried 4 times to get a response after I sent them images of the evidence and they have not replied. I feel like I am yelling into the void. Once they get your money, they don't care.

Also the seams on the sofa were very poorly sewn.

Order confirmation: WEB-666810

Went to the Battersea store and had superb customer service from the lovely Irene. So helpful and reassuring, sofas now safely ordered. Thank you so much.

Nice showroom, helpful staff

The staff in both Chiswick and Battersea were very helpful and knowledgable. They allowed us to browse without pressurising us but provided assistance when asked

Irene was great. Very welcoming and helpful.
Explained purchase clearly.
Good selection of sofas to try on, not rushed during the visit.

The friendliest customer service always. They were so helpful and gave me actual time and consideration to talk me through my questions and buying the purchase in store. It arrived so quickly and I’m so happy with my new addition to my other loaf items in my living room.

Liam was incredibly helpful to this Texan without a clue what Loaf was all about. His information made it so easy … I eventually purchased a couch.

Greatly browsing experience in Battersea, 2 visits to select sofas. Allowed to browse without interference but loads of help finding swatches when required.
Shout out for Liam and Ella. Both so helpful

We went into the Battersea store to see a sofa we were interested in in-person. Liam was extremely helpful and knowledgable, giving us useful advice that led to us buying a sofa there and then. Great experience overall!

Today was our first visit to a loaf store and we were so impressed. From the moment we stepped through the door, we were welcomed, we were offered a drink and we were properly looked after. There was no pushiness, just calm, helpful advice and being shown around. We placed the order, and can’t wait to see our new sofa! Thank you Ella, you deserve ten stars!

Amazing customer service, thank you!

I visited the Loaf Shack in Battersea on Sunday and was assisted by Liam V.
He is a credit to the company.
I came in to look at sofa beds with the intention of only viewing the Squisheroo. Liam listened to what I was looking for, showed me how the sofa bed works and was helpful in suggesting fabrics. As a consequence of his assistance, and being able to try out the different sofas in the Shack I have changed my original choice to another sofa bed with greater back support, and my original colour way and fabric. I came away feeling far more confident in my intended purchase. Without Liam’s help I would have missed the subtle differences of each sofa design and not considered a different colour way and fabric. Thank you, customer service par excellence!

We visited the Battersea store twice to try out a sofa we were interested in - Ella was working on both occasions and was incredibly helpful to us without being at all overwhelming or ‘hovering’. She talked us through everything we needed to know regarding materials, warranty etc and when we returned she set up a quote for us with a delivery discount! Could not reccomend her service enough :)