I initially had a very positive experience in the Battersea Loaf showroom (“Slowroom”). The staff were friendly and helpful, and advised me on the key measurement I needed to check to ensure the sofa would fit through the narrowest point of my flat. I confirmed this measurement before ordering and was told there should be no issue with delivery.

After waiting seven weeks for the sofa, I arranged for my existing sofa to be sold and collected on the same day as the Loaf delivery so the transition would be seamless.

However, when the delivery team arrived (two people), they refused to deliver the sofa because the lift in my building was temporarily broken that day.

The issue with this explanation is that my flat has always required two flights of stairs regardless of whether the lift works, as the lift only goes to the second floor. Stairs were therefore always part of the delivery route.

Ironically, the company that collected my old sofa (which is the same size as my Loaf sofa) that same morning (AnyVan) had no issue at all navigating the same access route and carrying the sofa down. Two drivers managed it quickly and professionally. It is therefore difficult to understand why a supposedly premium sofa company and its delivery partner were unable to complete what should be a very standard sofa bed delivery.

As a result, I was left with no sofa at all, having already arranged for my previous one to be removed. I have also been feeling unwell, so being left without anywhere comfortable to sit has made the situation particularly frustrating.

Since then I have been passed between multiple different customer service representatives, receiving separate emails rather than a clear resolution. I have also been asked to provide additional measurements and even a full video of the access route, despite Loaf having had seven weeks between purchase and delivery to confirm these details.

At the time of writing, I am still waiting for the situation to be resolved and for a confirmed redelivery date.

All I want is for the sofa I ordered to be delivered as agreed. Instead, I have been met with explanations about process rather than a clear and empathetic plan to resolve the issue.

Given that Loaf’s entire business involves delivering large furniture items, it is difficult to understand how a delivery requiring stairs was not properly anticipated or planned for in advance.

I would welcome a response from Loaf’s customer experience team explaining how this situation will now be resolved.

I hope Loaf resolves this quickly. If the issue is resolved, I would be happy to update this review. However, at present the experience has been extremely disappointing and upsetting.

Incredible brand and products!

Everyone at loaf has been truly amazing, great products, great people and more importantly a service that is second to none. They have been amazing throughout the full process from the moment we bought our sofa all the way to delivery and assembly date. Highly recommended

I had a great experience during my recent visit to the Battersea shack and want to thank Tia in particular for her assistance. Her very helpful advice on the sizes, fabrics and finishes of various sofa models meant I was able to narrow my selection down to two top choices, which has really taken the stress out of the decision-making process!

Still love our sofa 5 years on. We recently visited the store and it is a great experience I would recommend going in before buying as you might end up with something you wouldn’t have chosen

Visited Battersea Shack to try out the sofa bed we read great review online, and ended up ordering Squishmeister with the help from Tia. Thank you for your advice, Tia!

Attentive, helpful service and beautiful showroom.

Helpful staff, great quality, easy delivery.

Great experience, very helpful.

We were disappointed to find out that the lead time was 10 weeks, but the staff member explained all our options (about borrowing a sofa, splitting the deliveries, etc) and was just super helpful.

I had to return a box of mugs that I’d changed my mind about. I rang Customer Service to ask if I could drop the box in to the nearby Loaf store which they said not usually but try. Queenstown Rd were very accommodating and agreed to take them back and got my refund sorted. One very happy customer.

We had an amazing 5 hours in Battersea loaf. Staff and in particular we must commend Tia who was brilliant and assisted with us without "salesman" approach and gave us very good advice, guidance to us demonstrating her expertise. The entire showroom was amazing, so inviting and relaxed with absolutely no pressure whatsoever to buy. We did purchase and found the range extensive and pricing to be fair. Tia also offered us excellent and personal after sales care. Thank you so much and we would certainly recommend Loaf and the Battersea showroom.

Lovely helpful staff and great quality furniture

We had a fantastic experience at your store in Battersea. We spent nearly 2 hours there. Liam was amazing and was very patient with me. Defo recommend the experience. There was also no pressure. Liam offered all is expertise knowledge to make sure I was getting the right sofa. I bought two large Queenie sofas and the queenie love seat. Cannot wait for them to arrive.

We received amazing customer service during the very busy last day of the sale. Staff were very welcoming and knowledgeable. Felt like we could spend as much time as we needed in the store and not rushed into any decisions.

I found the two staff I dealt with in store to be knowledgeable and helpful

Lovely retail experience, staff were super friendly the shop is well laid out and fun to be in! Easily the best in shop experience I had while sofa shopping!

Josh, customer service advisor at Loaf, was thoughtful considerate and professional when dealing with a myriad of questions from me.
He showed excellent product knowledge and is a credit to himself and to Loaf.
Importantly he is a very good listener.
It was a pleasure to have a conversation with him.

I rate him very highly.

Liam was so helpful in the Battersea store. He was super patience and knowledgeable helping us make a decision on our dream sofa. He explained everything clearly. Great experience.

I had very limited time and the girls were helpful, took me straight to the sofas I needed to see and got me colour cloths quickly. I bought the sofa I needed and was contacted the same day that it was ready to book a delivery date. Best to get down there before the January Sale ends.