I had such a brilliant experience shopping with Loaf. My sales assistant, Joe, was absolutely fantastic, he spent so much time with me, showing me everything I wanted to see and answering every question I had. Nothing was too much trouble, and I never once felt rushed or under any pressure to buy. It was such a relaxed, enjoyable experience.

Joe really went above and beyond, and it’s clear that Loaf is a company with wonderful ethics and a genuinely caring approach to customer service. You can tell they value both their customers and their staff.

Their products are absolutely beautiful everything was so well presented and felt really high quality, definitely worth the money.

I honestly can’t fault the experience and can’t thank Joe and the Loaf team enough for all the time and care they gave me.

Very helpful and friendly shop assistant who helped us choose the perfect bed for us.

Very friendly staff, couldn't do enough for us.

Truly outstanding customer service from Guildford store.
Visited several times in advance of my sofa purchase, technical knowledge and fabric advice from Manager, Joe, was invaluable and much appreciated.

Well! We have never had such a wonderful shopping experience. The staff at Guildford were super friendly, full of advice and knowledgeable about the products and fabrics. They listened to me with patience and helped when I was in a panic about my fabric choice by putting everything right and amending my order. They were so amazing I called customer service to praise them.

All of the consultants at the store we visited were knowledgeable, helpful, approachable and friendly. There was no hard selling, no pressure and an understanding that this is a sales decision which takes time. The store was bright and spacious. The considered lay out showcased each piece of furniture to enable you to envisage it in your space at home. Overall, the atmosphere was calm, friendly and not rushed - perfect for choosing a large, high value item that will be in your home for many years. The colour swatch hub makes choosing sofa fabric very straightforward. The marketing and communications materials are very well done, providing all the information you need in easy to follow, comparable formats. There were even toffees and chocolate bars dotted around the store to keep you going!

Friendly staff and knowledgable.
No pressure to buy anything and really nice to be able to take as long as you want to look around and try all that is on offer.

The Guildford store is very easy to shop in, plenty of options to browse, helpful staff, little treats to enjoy, and lots of comfortable lounging spots. I left with several samples and a few solid ideas. I would have appreciated a discount (sofa.com and BoConcept offer them), but the item I liked fit both my space and my budget, so I’m happy overall.

We were very impressed by the level of knowledge and engagement by everybody we spoke to. We were more than looked after, and made our decision to purchase very easy in the end. Would not hesitate to recommend.

Went into the Guildford store to order a chair. Staff very helpful and informative. Whole process very quick and straightforward

The member of staff couldn't have been more helpful.

Excellent help from Seren at the Guildford store. She listened to our requirements and gave us excellent advice and help. The purchasing process was smooth and communication was good.

I love the Loaf products, however…
I recently visited the showroom after driving over an hour with the intention of purchasing a sofa. Unfortunately, the customer service was quite disappointing. The staff seemed more interested in talking to each other than assisting customers. I was hoping for some guidance to find a sofa that fit my space, but when I asked for help, I was simply told to read the measurements from the papers attached to the sofas.

After a long day at work, I was tired and found it difficult to keep calculating measurements on my own. It would have been much easier and more customer-friendly if the staff had offered to help create or configure the sofa using an iPad or similar tool, as many showrooms do.

Overall, I left without buying a sofa, which was frustrating given the time and effort it took to get there. I hope the company improves its in-store service and staff engagement with customers.

Order POS-661790

Ordered 1st sep. Experience in shop was great.

Made a change to the fabric, tried to do this after a few days, due to Loaf systems, waiting times, no one calling me back etc, I got confirmation of this change via a very unconvincing looking email on the 16th sep.

Since then I have called 3 times, left messages asking someone to confirm the changes and give me an updated delivery estimate. For context I have spent over £5500.

Today I got an email from brand ambassador named Addison, apologising and saying that according to their system everything has been delivered and asking me to confirm…..terrifyingly….they don’t even know. To be clear it has NOT been delivered. So I rang again, another 30 mins queuing. Eventually spoke to Elizabeth, who could not even access their system to see my order. Additionally, every time you call LOAF, I have done this 4 times now, it takes forever because they make you spell out your name, spell out your mail address, they ask you to confirm what you ordered among several other details. Then they tell you they can’t help and someone will call you back. NO ONE EVER DOES!

I have been promised a call on Monday by Elizabeth’s manager who wasn’t in today, but I am not holding my breath.

PLEASE WOULD SOMEONE CALL ME WHO CAN ACTUALLY HELP.

UPDATE- after posting this received a call and reassurance, pretty much straight away. Satisfied with the response and the resolution. Updating rating in line with this.

Very welcoming atmosphere. Browsing is always a delightful experience with the little chocolate treats, water etc a lovely touch.
Bought fabulous rug to go with previously purchased sofa. Beautiful products and very easy ordering process.

Went to Guildford store. Assistant was extremely helpful and knowledgeable.
Ordered items which will be delivered in a week.

Further to various emails on 15th September, two calls to customer service, a follow up email on 19th and two social media posts, still no one has bothered to pick up the phone to apologise or explain exactly why our order placed in July, is now apparently due mid-November.

What sort of company operates like this? Happy to take your money but not to deliver the goods.

Absolutely disgraceful.

I knew the colour and vibe I wanted but that was about it! Michelle spent loads of time with us so I could get exactly what I wanted

Traveled up to Guildford with my husband our two dogs, just to see your shop as I wanted to buy a new bed after purchasing two sofas from you. I wasn’t disappointed met your lovely manager and our dogs were spoiled by your girls and was introduced to Penny who was so helpful and we purchased our bed along side a foot stool. Thank you for making our day 😘 special.

We were welcomed warmly by Seren, who was incredibly helpful and knowledgeable about every product and showed us all the options for sofa beds (which there was quite a few) having looked at other stores - it was clear that Loaf had the most options. Thanks to Seren, we found our perfect style and chose the fabric too. Really appreciate the customer service on offer. Thank you