Soho Home Omdömen 824

I recently had an issue with a furniture item arriving damaged, which is always a stressful situation. However, the team at Soho Home handled everything flawlessly and resolved the issue without any problem at all.

A special thank you to Sophie, who was an absolute pleasure to deal with! She was incredibly helpful, attentive, and made sure a replacement was sorted out quickly. It is rare to find customer service this seamless and supportive. I’m incredibly impressed and will definitely be shopping here again. Thank you, Sophie!

I had a poor experience with Soho Home. We waited for the rug we wanted to come back into stock. Ordered when it did and fixed the delivery date. Received a slot from the courier - which we needed to change and called them to find out that Soho Home had cancelled our order. No comms from Soho Home, had to call them to find out that it's out of stock and they had cancelled the order.
Still waiting for any kind of email and waiting for a refund.
Really bad customer service here.

A very quick response to my query and a very helpful assistant.

The Previous PM on a project I inherited missed claiming a damaged product, he documented on our end but never sent the claim. The Soho team was so amazing in honoring their commitment to quality they were still willing to assist ensuring our client receives a pristine product. Customer service 5/5 and Solution 5/5

I purchased the Hypnos Mollies 1000 mattress. As a long-time Every House member, this was actually my first purchase from Soho Home.

The mattress itself is quite high quality - firm and isolates movement from a 2nd person which means the quality of the springs and craftsmanship are precise.

My experience with the actual shipment and delivery was poor. Admittedly, because I live in Lisbon, the delivery company from the Netherlands does not have a good delivery partner in Portugal. The mattress was sitting in a warehouse or perhaps the back of a truck in Portugal for about 2 weeks before it was delivered. Myself and the Soho Home team were chasing for a delivery date/time to be scheduled, which was not done. One day, without notice, a delivery company arrived to my apartment building with only 1 person to deliver the mattress. Me being 7.5 months pregnant, could not help the driver and I needed to ask a neighbour to help the single delivery person bring the mattress to the apartment. However, two-person delivery and assembly was contracted by Jan Krediet (the NL delivery company). On top of this, the mattress unfortunately arrived damaged on one side presumably because it was sitting bent in a warehouse/truck for so long. It's something I decided to live with to avoid returning the mattress.

What made my experience great (hence the 4 stars) is really the customer experience provided by the Soho Home team (I was supported by Linda). The team tried their best to track down the shipment (not their job) and when I explained how the delivery went, they refunded the entirety of the delivery fee, which I thought was very kind. I am quite pleased and grateful for Linda's professionalism and support, especially as my first experience ordering.

Hopefully the delivery companies improve their service as I would really like to order more from Soho Home!

Exceptional customer service (thanks to Carol and Linda!). I noticed damage to a newly delivered armchair so went online to contact Customer Services. Thank you for having a real person handling the online chat as Carol reassured that a replacement would be sent as soon as I sent through supporting photos. Linda handled the process and helped in coordinating the collection and replacement delivery all happening on the same day. Very speedy and impressive customer service.

I accidentally ordered the wrong color pillow. Daisy was so very helpful tracking down my order and stopping it from leaving the warehouse. Daisy was professional, quick, and very courteous.

There was an issue with the delivery of an item from my order. It has arrived broken. I spoke to Gabrielle from customer service about it who was very understanding and helpful on the phone. Once I had sent her the email with the photos of the broken item within less than an hour she had it replaced and organised the delivery to my home.
Amazing customer service from Gabrielle and Soho Home!
Thank you very much indeed!

Further to a review I did about Carlisle bedside tables, it has now been over 10 days since they delivered a broken one and we are still awaiting a replacement. Having gone back and forth with customer services, being told that they are looking into this as a matter of urgency I am sorry to say that there has been no resolve and it feels very unlikely that they are taking this seriously. Whilst the lady dealing with us has been amenable, it feels like she does not have the ability to provide us with a solution and has very politely put us into a holding pattern.

We have tried to be as accommodating, even suggesting that we will accept a new drawer or at the very least for them to send someone out to fix the broken drawer. She has responded to say all three options are disable, however had not actioned any of them.

We keep getting told that the warehouse is doing quality control checks and that they are waiting for images. In my last email to them on Saturday, I asked (genuinely) how it takes 10 days for this to happen?

I would not recommend buying furniture from this company. As someone who buys online all the time, especially furniture, sadly they do not meet the customer service expectations. Severely disappointing and will be trying to recover the costs from our credit card company

Linda solved my problem immediately! Thanks Linda<3

Had a problem with delivery and online support sorted it. I'm so grateful :) and it was refreshing to deal with an actual person rather than a completely useless bot.
I love my purchase; the quality is immense.
Happy customer. Thanks so much.

SohoHome puts their customers first by ensuring efficient and friendly communcation and always having solutions to returns, exchanges and deliveries. It goes without saying that the quality of the items themselves are incredibly high and we've been very happy to continue furnishing our home with them. Shout out to Gab and Carol at the online team!

Their products and customer service are excellent—we absolutely love our new dishes.

The only area for improvement would be shipping. Our order was delivered by FedEx and unfortunately left in our neighbor’s driveway, which was concerning given the size of the order.

That said, Soho Home was incredibly helpful and responsive in resolving the situation, which we really appreciated.

Had an issue with a product - emailed and was sent a replacement and the packaging to return damaged item. Quick, polite, Superb service from Adnan! Thank you

Gab from soho home was absolutely brilliant. She went out of her way to resolve an issue I had and had a wonderful telephone manner. I was dreading the admin call expecting I would get a ‘jobsworth’. Gab was the exact opposite of that. Great work soho home!

Bespoke rug ordered 12 months ago still hasn’t arrived. Communication from Soho Home non existent. I expected better.

Always on hand to sort any issues. Adnan is a great asset to your team.

We have had such fantastic experience from the very beginning and Jill has been very helpful and went out her way to help us!
We would highly recommend Soho home to our friends and family!

The products I have purchased from Soho Home are always beautiful - and are the items everyone unfailingly notices and compliments. The customer service is also brilliant - friendly, prompt and leaves you feeling like no question is too small. Can't fault them!

A huge thank you to Sophie! We place so many orders with Soho Home, and she is always there to help with anything we need, from orders to any issues that come up. Nothing is ever too much trouble. We really appreciate all your help and support. Thanks Sophie!x