Unbelievable incompetence placing a simple order. I opted for finance, applied and deposit taken from my account. I subsequently realised finance numbers were wrong as Loaf failed to do basic maths when applying the discount.

It has taken numerous calls to Loaf and their finance partner V12 Finance to try to get this resolved with still no solution, Loaf say they cancelled the agreement, V12 say they have not received instructions to cancel meanwhile they have my money and sofa order cancelled.

A week later no resolution and stuck in cycle of calling/emailing each company to get this resolved. I hope someone in Loaf senior management reads this and can fix this and address internal processes dealing with simple issues like this!

Extremely disappointing experience !!

Very helpful. Lovely showroom. Enjoyed choosing our new sofas in Loaf St Albans. Can’t wait to see them.

This company is shockingly bad.
After spending over £3500 on a sofa bed, the mattress needed replacing due to such poor quality. They would not assist me. The customer service team are not helpful, very robotic.

Ellen made the whole experience effortless

I can’t recommend Loaf highly enough, and a huge part of that is down to Ellen. From the moment I walked in, she was attentive, friendly, and incredibly patient. She took her time walking me through the different sofas, talking me through the choices, fabrics, and colours without ever making me feel rushed.

What really stood out was how genuinely welcoming she was — she made me feel completely at home and turned what could have been an overwhelming decision into something relaxed and enjoyable. She clearly knows the products inside out and was happy to answer all my questions.

The store itself is beautiful too — well laid out, with a fantastic range of choices that cater to all different tastes and styles. Browsing it felt like a pleasure rather than a chore.

Overall, an outstanding experience from start to finish. If you’re thinking of visiting Loaf, ask for Ellen. You won’t be disappointed!

The whole experience was fabulous. The showroom is so lovely with water and snacks, the staff were attentive making sure you knew they were there but giving you space to look and not feel rushed or crowded. We did a lot of loafing! We were served by Siri to purchase our sofas and she couldn’t have been more helpful. We wouldn’t hesitate to recommend them.

Very knowledgeable and friendly staff didn’t feel pressured

Lovely staff which was bright and airy and really easy to try all the sofas. Able to try all the available sofas in many different colours and fabrics. Very welcoming and helpful staff especially Ellen!!

We love the sofa, it is perfect for us, and we enjoyed our experience buying it with Loaf. I had not realised that Loaf provided such a good service, or sold such good sofas!

Great team in the show room in St Albans, really helpful. The products are amazing, whilst expensive the quality is great and so comfortable and above all else they look fantastic.

The salesperson in store was brilliant, 5stars for her. 2 stars off for making me do my own admin for the finance application!

Very helpful staff in store providing practical advice, and ordering online was seemless.

Excellent Sales Experience with Siri. She was knowledgeable, understood the brief straight away, and when my out of her way to help - ordered the sofa n the showroom same day. Recommended.

The two delivery man Ben and Kayman were extremely helpful , kind and professional. They were extremely exceeded our expectations.

Siri provided brilliant support and advice. Not too pushy and really helped us with our decision

We were served by Siri who was very helpful in choosing our sofas and cushions, she took the time to display what they would look like together and never made us feel rushed. Great experience.

Very very good clear service

The sales staff at the Loaf Shack St Albans were lovely, the manager in particular was so helpful

Please think carefully before ordering from this company.

We paid the full cost of just under £5k on Dec29 with delivery stated mid March. Slow Riser sofa bed, armchair and footstool.

I contacted Loaf on 10Mar to plan delivery. I was advised via email i could do this online. Went to choose a date online, but all dates greyed out. Phoned Loaf to be told there was a problem with my order and that it had not been processed when placed back in Dec. Earliest date for delivery would now be mid May. Not once did they reach out prior to me requesting a delivery date advising me of this problem.

I was offered 3 options, one being a full refund. I chose this option. Now, this is where it gets interesting.. I have received a partial refund and in 2 parts and still pending the remaining £100 to be refunded. It was ok for Loaf to take the full amount from me back in Dec and earning interest on this for a few months only to then get my money back in dribs and drabs?! When I requested to speak to a senior manager, I was fobbed off and told I would hear back from a Team Leader via email. Oh, and as a gesture for the inconvenience - £200 credit note to spend with them in the future! I don't think so as all the trust has gone.

This is totally unacceptable and not good enough from, what I was led to believe, a reputable and trustworthy British company where their products are manufactured in the UK. I wanted to support this company and not have to go to a major furniture store where their products are made in China.

I will be contacting Trading Standards if I do not receive my remaining £100 as this will be classed as theft.