Not a great customer experience in your Edinburgh Straiton store unfortunately. Unable to finance couch to our new address that we were due to move into in a few weeks. Found customer assistant quite... See more
Location
Switch locationUnits 1-3 Straiton Retail Park, The Terrace, EH20 9TJ Edinburgh, England, GB
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See what reviewers are saying
The staff (two Alans at Edinburgh branch) were so helpful . Nothing was a problem to bring different styles of chairs together for us to compare and try! Also they have an extensive range of fabrics... See more
Company replied
Super helpful and friendly people. A lovely vibe met us from the moment we entered the showroom. The fact that they loved dogs too made our shopping experience with our pooches all the more enjoyable... See more
Company replied
Looking for a sofa and didn’t want high pressure sales talk. Eventually went to Loaf in Edinburgh and were blown away by the customer service - so much better than anywhere else. Settled on our choice... See more
Company replied
Company details
- Furniture Store
- Bedroom Furniture Store
- Furniture Accessories
- Home Goods Store
- Living Room Furniture Store
- Sofa Store
About Loaf - Edinburgh
Written by the company
Welcome to our Laid-Back World!
We make ridiculously comfy sofas and beds and lovely laid-back homewares to help people lead happier, more relaxed lives. We're champions of comfort and craftsmanship and use old-school know-how to make our wares. In fact, all our sofas and upholstered beds are made right here in Blighty. We've got a choice of over 150 kicked back colours across nine feel-good fabrics. You can help yourself to free swatches on our website. Don't forget to swing by one of our slowrooms to rest-test our range or give our team of Loafers a call, we're always happy to help.
NEW ARRIVALS SWATCHES SLOWROOMSLoaf
Written by the company
Contact info
Units 1-3 Straiton Retail Park, The Terrace, EH20 9TJ, Edinburgh, England, United Kingdom
- 02031418300
4.7
Excellent
239 reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 95% of negative reviews
Typically replies within 24 hours
How this company uses Trustpilot
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Sofabed choice
Sam answered all our questions and also gave some valuable ideas. It was fun looking at all the materials and colours.
March 29, 2026
Unprompted review
Reply from Loaf - Edinburgh
Hi Wendy,
Thank you for your review.
We’re so pleased to hear Sam was able to answer all your questions and share helpful ideas with you. It’s lovely to know you enjoyed exploring all the materials and colours that’s such a fun part of the process!
Warm regards
Cynthia
Very knowledgeable and friendly staff
Very knowledgeable and friendly staff who made the entire process of buying our new sofa easy and enjoyable!
March 28, 2026
Unprompted review
Reply from Loaf - Edinburgh
Hi Zack,
Thank you for your review.
We’re delighted to hear our team made your sofa-buying experience easy and enjoyable. Friendly and knowledgeable service is exactly what we aim for.
Warm regards
Cynthia
the team were helpful when required
the team were helpful when required, cheerful and overall the experience was great.
March 15, 2026
Reply from Loaf - Edinburgh
Hey Martin,
Thank you so much for the fantastic feedback, it is much appreciated. We are so pleased to hear that you had a great experience at our Edinburgh shack.
Your lovely words have been passed over to the team. Please feel free to contact us if you need any further support. We are always happy to help!
Kindest Regards,
CJ
Fantastic Service
We had a great experience at Loaf. The service provided by Sam was fantastic - he's very personable and knowledgeable about the products. Loaf was in the midst of some products changes and he helped us understand everything and navigate through it.
It's one of the most comfortable and least pressuring sales experiences I've ever had - and the Tunnocks are a nice touch!
March 24, 2026
Reply from Loaf - Edinburgh
Hey Dylan,
Thank you so much for the amazing feedback, it is much appreciated.
We are so pleased to hear that you had a great experience at our Edinburgh shack and the service was fantastic by Sam. Your lovely words have been passed onto the team, including Sam.
Please feel free to contact us if you need any further support. We are always happy to help!
Kindest Regards,
CJ
Finally got my 'bed in a bun' :)
The location is beautiful and the staff very approachable, we went for a specific product so we got to try it and order it with the upholstery of our choice. An easy process! The only downside is that at the moment they do not offer financing options that other retailers have easily available, and that's why I am only giving 4 stars.
March 22, 2026
Unprompted review
Reply from Loaf - Edinburgh
Hi Claudia,
Thank you for your review.
We’re delighted you finally got your ‘bed in a bun’ how exciting! It’s great to hear you found the process easy and enjoyed visiting the store, as well as being able to try your chosen piece and select the perfect upholstery.
We also really appreciate your feedback regarding financing options. we're currently reviewing this option at the moment as we’re always looking at ways to make shopping with us even more accessible to our customer. Thank you again for taking the time to share your experience.
Warm regards
Cynthia
A wide range of beds to see and compare
A wide range of beds to see and compare
Mostly the wonderful shop assistant who could not have been more helpful
I look forward to getting my lovely new bed
And my name is not Oakfield!,
March 19, 2026
Reply from Loaf - Edinburgh
Hi Claude,
Thank you for your review.
We’re so pleased you enjoyed exploring our range of beds and that our wonderful shop assistant made such a positive impression it’s exactly the experience we hope for. we’ll make sure your name is correctly recorded
Warm regards
Cynthia
DO NOT BUY A LOAF SOFA!!!!!
DO NOT BUY A LOAF SOFA!!
⭐☆☆☆☆
Extremely disappointing experience with Loaf! The worst customer service I have ever received!!!
I placed an order worth over £7,500 after travelling from Aberdeen to Edinburgh specifically to view a sofa in person before purchasing. The sofas were due for delivery on 9 May, only for Loaf to cancel the entire range just DAYS before delivery because of “issues with their makers”.
The cancellation itself was frustrating enough, but the handling of the situation afterwards has been far worse, despite me desperately wanting to find a solution.
Communication has been consistently poor, with repeated delays in replies despite me explaining multiple times that this situation was urgent due to moving house and ongoing renovations. I was even told at one stage that no one had picked up my case while the staff member handling it was off work, despite previous concerns already being raised about slow communication.
Loaf offered vague assurances about “goodwill gestures” and replacement options, but repeatedly refused to provide any meaningful clarity about what compensation they were actually willing to offer before expecting me to make another 6-hour round trip to Edinburgh to choose replacement sofas.
They also suggested a virtual showroom consultation as an alternative, which is unrealistic when purchasing a sofa — especially considering Loaf themselves encourage customers to test furniture in person, which is exactly what I originally did before placing the order.
The communication has been disorganised, accountability has been lacking, and there has been VERY little regard shown for the significant inconvenience, expense and disruption caused! For a company positioning itself as a premium furniture retailer, the level of customer service and aftercare I have experienced has been shocking.
Very disappointing experience overall. Save yourself the time, money and headache buying from this awful company!!
March 20, 2026
Unprompted review
Reply from Loaf - Edinburgh
Hi Lis,
Thank you for your review.
We’re absolutely thrilled to hear about your experience in our Edinburgh store! It’s wonderful to know that Kevin and Lesley made such a lovely impression. I’ll be sure to pass your kind words on to them.
It’s also fantastic to hear that Amy and Kelly in our customer service centre were so helpful we’re really proud of the whole team.
Keep Loafing on!!
Warm regards
Cynthia
Reply from Loaf - Edinburgh
Hey Andrew,
Thank you so much for the amazing feedback, it is much appreciated.
We are so pleased to hear that you had a great experience at our Edinburgh shack. Your lovely words have been passed on to the relevant teams.
Please feel free to contact us if you need any further support. We are always happy to help!
Kindest Regards,
CJ
Honestly the worst customer experience…
Honestly the worst customer experience of my life. I ordered a bed from loaf mid October - was still waiting for it mid Feb so ended up cancelling. The circus of events that took place in between was mind boggling (they made the wrong bed the first time then ‘lost’ the second (correct) bed for 5 weeks with the delivery company). I had to chase them at every turn for updates and explanations. Really really awful service. Loaf charges premium prices so you’d expect a half decent level of customer service. Avoid like the plague! I’ll never order from them again.
February 13, 2026
Unprompted review
Reply from Loaf - Edinburgh
Hi Pamela,
Thank you for your review.
I’m truly sorry about your experience this sounds incredibly frustrating and completely understand why you feel so disappointed. this is certainly not the experience we want for you.
We’ve requested some further information from you via Trustpilot so we can look into this properly and review the issue better for you.
Warm regards,
Cynthia
The staff in the Edinburgh branch were First class
The staff in the Edinburgh branch were fantastic. I was in 3 weeks running first with my sister who bought a sofa bed and latterly I purchased a mattress. We dealt with 3 different staff members who were exceptional - friendly, knowledgable and all gave first class customer service. I cannot praise them highly enough
March 14, 2026
Reply from Loaf - Edinburgh
Hi Irene,
Thank you so much for your wonderful feedback!
I’m thrilled to hear that the Edinburgh Shack team made such a positive impression across your visits. It’s fantastic that each staff member you met was friendly, knowledgeable and provided first class service while helping with both your sister’s sofa bed and your mattress purchase.
We’ll be sure to share your praise with the team. They'll be delighted to know their efforts are so appreciated!
Warm regards,
Manny.
Great service from Wendy
Great service from Wendy , thank you for your expertise
March 13, 2026
Unprompted review
Reply from Loaf - Edinburgh
Hey Stephen,
Thank you so much for the fantastic feedback, it is much appreciated. We are so pleased to hear that you had a great experience with us.
Please feel free to contact us if you need any further support. We are always happy to help!
Kindest Regards,
CJ
Excellent service
Whole team very friendly and very informative! Made buying a breeze!
March 9, 2026
Reply from Loaf - Edinburgh
Hi K,
We love hearing when you have had such a positive experience with the team. I am glad our team members made it so easy and informative.
Warm regards,
Fraser
My daughter and myself visited Loaf…
My daughter and myself visited Loaf shop in Edinburgh on 28th feb 2026. She got her lovely settees there as quality of products are great. We were served by Sam and Lesley who were very helpful. Tx
February 28, 2026
Unprompted review
Reply from Loaf - Edinburgh
Hi Iwona,
Thank you for your review.
I’m so pleased to hear you and your daughter enjoyed your visit to our Edinburgh store and that she’s loving her new settees. I’ll be sure to pass your kind thanks on to Sam and Lesley they’ll be delighted to hear your feedback.
Warm regards,
Cynthia
Pleasant wecome - homely environment - lovely
Warm welcome and guided to rug samples - unobtrusive attitude of staff appreciated - attentive when invited .
February 27, 2026
Reply from Loaf - Edinburgh
Hi Rhona,
Thank you for your review.
I’m delighted you enjoyed the warm welcome and relaxed, homely environment. It’s lovely to know the team struck the right balance between being attentive and giving you space to browse.
Warm regards,
Cynthia
We received excellent service in the…
We received excellent service in the Edinburgh Shack and are so pleased with the sofa, chairs and tables that we ordered. The furniture arrived quicker than expected and the quality is amazing. Unfortunately scuff marks were noticeable on the sofa and chairs but the response from customer service was very good and we are awaiting a technician to resolve the problem. Would definitely buy from Loaf again.
February 18, 2026
Reply from Loaf - Edinburgh
Hi Laura,
Thank you for taking the time to share your review
We’re so pleased to hear you received excellent service in our Edinburgh Shack and that you’re happy with your new furniture especially with it arriving sooner than expected. While we’re sorry to hear about the scuff marks, we’re glad our customer service team could respond quickly and arrange a technician visit.
Thank you again for your understanding and kind feedback. We really appreciate it and hope you continue to enjoy your furniture.
Warm regards,
Cynthia
The staff at Loaf in Edinburgh were…
The staff at Loaf in Edinburgh were fantastic without exception . Very helpful and supportive . No pressure to buy which we really appreciated .
February 9, 2026
Reply from Loaf - Edinburgh
Hi there,
Thank you so much for your kind words about our Edinburgh team. We’re delighted you felt supported and never pressured, that’s exactly the experience we aim to create. We’ll be sure to pass your lovely feedback on to them.
All the best,
Sonia.
Great experience
Our visit to the store was great. We had done a fair bit of research but our assistant (Lesley) was really helpful in guiding us in our final choice.
A very positive experience.
February 11, 2026
Reply from Loaf - Edinburgh
Hi LC,
Thank you so much for your kind review. We’re delighted to hear Lesley was able to guide you in making your final choice. We’ll be sure to pass your lovely feedback on to her and the team.
All the best,
Sonia.
Very helpful and welcoming sales staff
February 1, 2026
Reply from Loaf - Edinburgh
Hi Simon,
Thank you for your review.
I’m delighted to hear our sales team were so helpful and welcoming we really appreciate you sharing your experience.
Warm regards,
Cynthia
All companies should be like this
Received our Curvella sofa and Love chair on Friday. Absolutely fabulous. So beautiful and comfortable. We did order lots of made to order cushions in all sorts of shapes and sizes/colours as I have back problems. I needed some extra ones for the love seat but could not find the size or colour I needed. Phoned and within 5 minutes all the information was found and the extra cushions ordered. Staff so helpful and enthusiastic This company is the best!
February 3, 2026
Reply from Loaf - Edinburgh
Hi there,
Thank you for taking the time to share your lovely review.
We’re thrilled to hear how much you love your Curvella sofa and Love seat, and how the team were able to help source the perfect cushions so quickly. It’s really lovely to know the added support has made such a difference for you.
Your kind words really mean a great deal to us thank you for choosing Loaf.
Warm regards,
Cynthia
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