Sara Grantham

Trustpilot

Best possible customer service

Best possible customer service. Purchased a large Otto sofa which was manufactured to our bespoke requirements even though they don’t usually offer our chosen spec. The company has gone above and beyond in all aspects. The sofa itself is incredibly comfortable and looks fantastic. Exactly what we wanted. I would certainly recommend Arlo and Jacob and hope to make another purchase shortly. If you haven’t shopped there I would recommend you take a look before shopping elsewhere. Thank you to all the staff from management to sales including the courteous delivery team. Thank you, SG

Richard, W14

Trustpilot

Excellence in after-sales service

Purchased 2 button back chairs and 2 seater sofa. All excellent quality and we are very satisfied! 1 button from each chair came loose and we contacted customer service. They collected and repaired both chairs delivering them back within 10 days. Friendly service from Lissa and her team as well as very helpful drivers. Very impressed, not often you get to experience after-sales service as good as this!

Louise Larkin

Trustpilot

I’ve been so impressed by the customer…

I’ve been so impressed by the customer service with ARLO & Jacob. I’m based in Ireland & was having difficulty with the delivery but Tracey at ARLO & Jacob was so attentive and solved the problem for me (which she didn’t need to do)! You can trust that this company will deliver a great service (even if you’re based abroad)! Tracey deserves a medal! Thanks again.

Miles Mann

Trustpilot

Corner Ferdinand sofa

Brought a corner Ferdinand sofa a few years ago. Still as good today but over the years had a couple of small issues with buttons coming loose … the aftercare service received has been superb - both occasions the issue has been resolved quickly/easily with a very friendly upholsterer coming to fix. Worth the investment. Thanks Lissa & team!

Damla Finch

Trustpilot

Excellent

Our Harriet Grande looks amazing, we always gets compliments on it! Customer service at A&J is also great, everyone is so helpful.

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Trustpilot

Great service

Really fantastic service. Nothing was too much trouble!

Emily Hawkes

Trustpilot

Fantastic sofa & excellent customer service

Fantastic sofa, superb quality, very pleased with the purchase. Incredibly good customer service too, highly recommended.

Consumer

Trustpilot

Still waiting

I'm delighted to hear you are finally delivering the sofa to the lady who gave 1 star below, perhaps the only way to get any form of customer service is to write a complaint. I have now been waiting 12 weeks for my £5,000 sofa. It was promised between 6-8 weeks. I was initially promised a delivery in the last week of March, i had asked for urgent delivery due to a family party. This didn't happen and delivery was moved to this week. Again no sofa delivery this week and it is now promised next week (i'm not holding my breath). Each time i have received a delivery date i have had to take time off work to be at home, the communication is terrible - i have had to contact them to check if delivery will happen the night before on both occasions. I sent an email asking for a confirmed delivery date and to understand what compensation i will be offered for the abysmal service. No reply. I have no choice but to use this method. I was thinking of buying a footstool from arlo and jacob but at this stage i wish i hadn't ordered the sofa.

Pam Midgley

Trustpilot

So impressed with the product and service

We purchased two sofas from Arlo and Jacob in Harrogate just over four years ago. The sofas look every bit as good today as they did on delivery. The purchase and delivery process had been very easy and efficient. However the sofa that gets the most use was suffering from not being able to be plumped back to its original state and had a slightly defeated appearance when you stood up and was not as comfortable when sitting on it. We made contact to see if anything could be done about it. The lady staff member who dealt with the query immediately asked for photos and other information and came back to us rapidly with an offer of replacing the inners of the seats pads. She said it would take a little while for them to be made but she and another colleague kept us informed really well. The new pads were fitted yesterday by very pleasant and efficient staff and the sofa feels like new. We are delighted with the whole process and so impressed by the way in which the matter was handled.

Emma Pearson

Trustpilot

Sofa delayed with no ETA from brand

Spent £2,000 on a gorgeous sofa (absolutely no issue with their products) and waiting out the 6-7 week delivery timeframe we were given, we received a notification saying 'your sofa's nearly ready' but week 7 rolled around with no update. Contacted the brand and was told it would be another 2 weeks. This time period elapsed and still no sofa. Chased for an update on where the sofa was, and was told 'it's still in production we'll be in touch when it's ready' so an update that really doesn't give us any information. I requested a more specific ETA as it's now been ten weeks and this email has gone ignored for 4 working days. I followed up 2 working days after the first email and this has also gone ignored. I tried calling and the person who I've been emailing did not answer my call when it was transferred to them. I still have no idea where my sofa is and when it will be delivered. I have had no proactive customer service comms from this company at all and now it feels very much like I'm being ignored. I would simply like to know when my sofa is going to be delivered to me.

Gill

Trustpilot

Great post sale service, thank you to the team.

When I received my new furniture I was really concerned because there was no real depth or support from the cushions on the sofa (the chairs, with supposedly the same filling were fine). After some exchanges with Lissa and Siobhan they agreed to send new fillings/pads. These were delivered and fitted today at no cost to me. While I was worried I’d spent a lot of money on a sofa I wouldn’t be able to live with Arlo & Jacob have rectified with superb after sales service. I have no hesitation in recommending with a 5* review. A happy customer, great service and a comfortable sofa.

Grant Ashby

Trustpilot

Perfect Sofa after some initial challenges!

We received our sofa a couple of weeks ago. There was a small mark so we asked stainguard to come out and fix it. As it turns out, they sent us had water damage. After some initial confusion and poor communication between the stainguard company and Arlo & Jacob - Lissa and the team at Arlo & Jacob stepped up to take responsibility and fully rectify the issue. They issued two new cushions, removed the damaged and did so in a timely fashion. After the initial challenge, communication from Arlo & Jacob was prompt and clear and we really appreciated the extra mile they went to ensure they made up for the initial frustration. Final and most important point - we are now very happy with the wonderful Agatha sofa that is perfect for our new home.

Catherine Kung

Trustpilot

Outstanding customer service and product knowledge

My husband and I are thoroughly impressed with the professionalism and exceptional assistance provided by the Guildford team. They dedicated considerable time to guiding us, both in-person and over the phone, to choose the perfect design and color for our sofa and armchair in our new home. We extend our heartfelt thanks to Adam, Chloe and Caroline for their invaluable support. Their commitment to delivering top-tier customer service truly distinguishes them from their competitors. In addition to their exemplary customer service, Arlo & Jacob's sofa designs are incredibly stylish and comfortable, with a wide range of high-quality materials available for selection. This morning, the delivery team (Nav and Keith) arrived promptly and efficiently delivered the sofa and armchair. They demonstrated professionalism and expertise, unwrapping the items with precision. Notably, they took special care to keep our carpet clean and ensured throughout the process that neither the walls nor the carpet were dirtied. We wholeheartedly recommend Arlo & Jacob, particularly the Guildford team, to anyone in need of purchasing new furniture. Their dedication to excellence in both service and product is truly commendable.

Claire

Trustpilot

So happy with our new sofa

So happy with our new sofa. From ordering in the shop - staff so friendly and helpful giving really useful tips & advice from Rachel, right through to home delivery from Cain & Nev who were so polite and tidy. The whole experience was a pleasure & our new sofa beautiful!!

Chris Goodison

Trustpilot

5 month delay, can't have the sofa I chose

Ordered my sofa at the beginning of October, with the assurance that it would be with me before Christmas. Fast forward 5 months and the sofa still isn't here, and I have no idea when it will be. Not only that, but I've not been told that I can't have the fabric I chose and have to choose something else. Been trying to communicate with them to get a refund and not getting anywhere. Wouldn't order from here again.

robert ripley

Trustpilot

Excellent product but also the delivery…

Excellent product but also the delivery team was outstanding. Efficient, helpful and courteous. Nothing was too much trouble

Jess Louise

Trustpilot

We got there in the end

I am really shocked by my experience so far with this company. I visited the showroom in Bristol on Boxing and was told by the sales person that ordering in store was the best option as they could keep you updated on progress and you would have a named contact. Upon ordering, we were told by this person that the fabric required was in stock and our order would arrive in 6-8 weeks. We were also told we would be updated on progress. We happily left and waited to be updated. By the middle of January we still hadn't heard anything therefore I sent an email asking for an update. I received a reply on the 18th of January telling me my sofas were in production and would be ready soon and the lead time was updated to 7-9 weeks. So again we happily waited. When it got to 7 weeks we had heard nothing therefore my husband went in store and requested an update. He was told it would either be delivered on week 9 (this week) or week 10 and we would receive a call soon. This week we did not receive a call therefore my husband called the store and was told it would arrive next week. An hour later I received an email saying unfortunately our fabric is not in stock and they are still waiting for a delivery but hopefully it would arrive by the end of the week and our sofa would go into production next week (I'm a little confused as the email in January said it was already in production). This would mean delivery would be either week 11/12. We have not had an update to tell us whether the fabric has arrived this week and I have had no response to email communication. I have been repeatedly lied to during this process and all I can say is avoid this company if you actually want a sofa! We are also clearly not the only ones. After reading reviews I noticed that others have had a similar experience when ordering from the Bristol store. Update: Thanks to the great customer service from Olivia, this issue was resolved within 2 working days. Our sofas have now arrived and I am extremely pleased with them.

Charlie Brown

Trustpilot

A&J Harrogate - fantastic showroom and great delivery service

We had a fantastic experience with Arlo and Jacob - sofas are quite a big purchase in my book and we received great help and advice in the Harrogate showroom from Alisha. Delivery by Liam and JR was also great - they were very nice to deal with, took great care in our home and ensured the sofas were looking perfect before leaving. Huge thanks guys!

Karen McBain

Trustpilot

Beautifully made

Beautifully made, extremely comfortable and a very handsome sofa.

Jenny

Trustpilot

Excellent service.

Excellent service.