Loaf www.loaf.com

Please do not buy a Loaf sofa.

The staff at Loaf in Wilmslow were very good and the sofa looked great in the showroom. However, on Thursday 12 October 23 we sent a message raising serious concerns regarding the delivery of the sofa; it was dropped off the back of the van; then rolled along the road; the operatives then realised that the reason that it was too heavy to lift, was due to the weight of the cushions inside the container; reprehensibly they insisted that we sign a disclaimer - excusing damage to our home and the sofa.) Disappointingly, we have not had a reply from Loaf.

There was a fault in the sofa and Loaf offered £285 or a replacement/refund. However, on closer inspection the quality of the sofa is very poor. It is uncomfortable, does not fit together properly and the clever velvet looks cheap. At a cost of £4869 it is very poor value for money.

Sofa ruined by poorly manufactured sofa cushion covers which are split and Loaf have been no help in resolving the issue.

We were really happy with our loaf sofa - very comfy and seemed good quality. However, after about 18 months we noticed that of the sofa cushions had split at the seams because there was poor seam allowance and they were overstuffed.

We've been in touch with Loaf who provide one line replies to my emails basically "saying not our problem" and suggesting we find a haberdasher!

They've directed us to the insurance they encouraged us to take out but that doesn't cover structural defects and this isn't accidental damage.

Our £4000 sofas are ruined and Loaf haven't even offered to sell us some new cushion covers to match up.

I purchased a bed and lots of other furniture just over 5 years ago from Loaf. The bed has broken twice! Loaf will not do anything about it. This is not a quality company and customer service is a production line of well rehearsed phrases to try to placate customers in an unhelpful, and I would say arrogant and aloof manner.

I expect a lifespan of more than 5 years for a bed, particularly as I am single and light (less than 8 stone)!!!!

The single worst customer service experience I have ever had. Ordered a sofa and chair several weeks ago, delivery scheduled for today just in time for Christmas, and only the chair arrives!

We now have elderly family with mobility issues unable to sit down at Christmas. Let that just sink in.

Your customer service team tell us you knew on the 13th Dec the order would not be fulfilled and we havehad no-one contact us. you still have our money though of course!

I have called to complain and been offered a "sorry"; no date for replacement sofa, no manager available to discuss or reassure.

I await your full resolution of this disgraceful and disgusting service issue.

I had 2 sofas from Loaf in September last year. In March this year, one of them snapped. Although the customer service team try and help, they have little authority to do anything. I had to wait two months for them to send someone to look at it, having had one appointment cancelled, I had to take two days off work because even though they say you will get a 2 hour window, you don't its 5 hours! After looking at the sofa the technician said that it should never have been sent out as it was always going to snap and should have been picked up at manufacturing. A new sofa was ordered for me, which on Saturday arrived damaged. So from March to the end of July I'm still no further forward and the sofas arent even a year old yet. I'm sure if you have no problems at all then Loaf is great, but if you do then its just so long winded. Loaf outsource their remedial work to Homeserve who also deal with 350 companies so you have to wait ages for someone to come. They offer no compensation but just expect the customer to keep being inconvenienced. They are expensive sofas so you expect excellent customer service. Looking at other reviews it is all the same, they don't seem to take any notice.

DON’T BUY FROM LOAF!

We ordered a sofa back in March of this year. At the time we were told that there was a 8-10 week delivery turnaround, which we thought was reasonable.

We contacted them after 12 weeks wait only to be told that the delivery had been pushed back to the start of June but that they would update if this changed.

I called them again yesterday and they informed me that the date has been pushed back AGAIN to the middle of July. This will mean an over FOUR MONTHS wait since the order was placed.

We look at every possible option when choosing our sofa, as we wanted to pick the right one (and there were a number of other companies we could have chosen who make similar products at a lower price) but decided on Loaf. What a HUGE mistake this was!

Their sofas are not cheap (and you are expected to pay 100% up front) so I would have at least expected good customer service, but alas this was not to be the case. When I called them yesterday they said that a manager would come back to me to discuss my order. Of course this has yet to happen.

I will be cancelling my order today as this is simply unacceptable.

Terrible service

Double bed arrived with parts missing. Told to wait 2 weeks for rest of bed.

Then parcel force left part of the bed outside a house down the street for five days! No one came to fit the bed!

Customer service terrible. Staff had no idea where the bed was located and could not advise on delivery service

When bed frame arrived finally it was broken.

No compensation yet offered

Not worth the money you pay for the bed!

Absolutely awful from the very start.

Sofa arrived with most of the cushions missing, no legs and several stains.

Told various actions being taken to resolve the issues and then find out two weeks later that nothing has been started, looking at delays of a minimum of a further 5-6 weeks.

Avoid at all costs

Loaf should be embarrassed at their level of customer service. It took 4 months for a set of dining chairs to arrive - leaving us with the table we ordered but no chairs to sit on, after much chasing, the chairs finally arrived, dumped on our doorstep by parcel force with a mountain of packaging that we have to get rid of. We unpacked the chairs to find one is so badly damaged we can’t actually use it. We have now been told it’s another two month wait for a replacement. We spent close to £2000 with Loaf and as compensation have been offered a pathetic £120. I wish I had never ordered with Loaf and never will again.

“Having double checked access dimensions with loaf in advance by phone, we waited the circa 14 weeks for our sofa to be made. We paid for our old sofa to be removed. Loaf advised that excess time would be allocated in case arms needed removing from our sofa for access purposes. Wincanton loaf’s delivery partner arrived and refused to unload the sofa on account of lack of excess time being allocated. The options we were given by loaf were for me (a pregnant woman) and my husband to manoeuvre the sofa to our 2nd floor living room on our own (in which case loaf would wash their hands of the situation entirely) or have the sofa redelivered on another date. They were happy for my three year old and I to sit on the floor for weeks, and sought to hide behind wincanton. On the rearranged delivery date our order was cancelled, wincanton say by loaf, loaf say by wincanton and no one can tell us where the sofa is or when it is going to be delivered. Loaf have again washed their hands of the situation and have refused to speak with us since wincanton have failed to provide a new delivery date. Escalating to the team leader has been entirely fruitless. He is now engaged on the phone when we call! Horrible service. Buyer beware!