Most terrible after sale & costumer service ! I’ve made a large purchase back in November which I canceled a few days later. Some of the items been shipped out regardless, I had to chase for the collection which was a nightmare. Now I’m STILL waiting for the refund (half a year later) as they have processed only some of it. Several of emails and calls, just stay away! Not worth your money and time.
Great customer service from the soho house team . I dealt with Sophie who was fantastic in resolving an issue in regards to a recent delivery . Speedy and efficient . Thank you Sophie
We've ordered 2 wall lamps for a client. We encountered a problem with one of the lamps and contacted customer support. Georgia quickly responded and resolved our issue by sending a replacement part. The lamps are beautiful and the client is pretty happy. Thank you for your quick response and great customer support.
Sophie from Soho Home provided an excellent customer service. She was fast, effective and responsive to our needs and resolved our product issue within days. Great example of how a luxury brand should service its customers. Highly recommend Soho Home.
Very efficient and great support from Sophie. We had several orders for pick up outside EU - she handled everything with great care and extremely fast! Great to work with her.
As an Interior Designer, I deal with a lot of furniture designers and suppliers and the difference between the good and the poor is not only the quality of their products, but more importantly the quality of their customer care particularly when there is an issue. Sophie was invaluable during a recent project and continues to help and support every aspect of our work together. Looking forward to working with her again.
I received a double order from Soho Home (2 each of the same 2 items) complicated by the fact one came direct from an outside supplier. My contact with Sophie from Soho Home was a reminder that there are still places who believe in customer service. She arranged for the extra orders to be picked up - which involved 2 separate couriers - at my convenience. The refunds followed as returns were confirmed. As an experience that began from an inadvertent mistake, it was as good as it could be and Sophie's diligence, professionalism and engaging manner mean that Soho Home retains a customer!
The measuring service was initially a disaster as Soho home's partner Duo sent a guy who admitted he'd never done this before and couldn't tell us whether the furniture would fit or not. However Georgia was very helpful in rearranging for someone more experienced to revisit and then when our items went on sale after we had ordered them she kindly arranged for us to be refunded the difference.
Great customer service .
I think if I had read some of these reviews prior to purchasing, I would have thought twice, as it appears I am experiencing identical issues. Our first purchase was in 2022, quite a few items and all was well, so we continued with Soho as we felt the quality was good and pieces individual. But come to 2024 and the past 3 orders have all arrived damaged. Castelan have been sent out on two occasions, resolutions sought. The most recent issue is for two sofas which arrived damaged in the same place, looking like they had been dragged across a floor, thus ripping the velvet on the underneath of each one in numerous places. We waited the usual amount of time for them to arrive as they were made to order (ordered in January 2024). I chase on a regular basis for updates and to get the damaged ones collected. I receive a courteous response, but its very repetitive and I am starting to wonder if its AI generated. We are having to wait for new ones to be made and have remained patient, not likely to be in receipt of the replacements until June. Then to add insult to injury, an offer is sent out of 25% off made to order furniture! I find DUO completely useless and deliberately don't get them to place furniture in the house now and I am fairly convinced they damaged the sofas in the first place. I had to help them with the three seater and it was 3 times my body weight, as they claimed it was too heavy for them both. They often say there should be three of them delivering but only two turn up, I do wonder what I am paying the large delivery fee for.
Lara was fantastic! We went above and beyond to ensure that my order was delivered on time. Such an asset to the Soho Home team.
The worst service I've had in years. The sales assistant I spoke to appear to be confused at both her job title and role in the shop. Greeted with YES and a roll of the eyes, it went from bad to worst because I dared to interrupted the very important task she was working on which was counting 23 cushions she had in front of her. Clearly multi tasking amongst other tasks are not her strength neither is dealing with customer issues when I complained, they appeared to be bewildered . You need to question the reason you want to buy overpriced average furniture
Probably the rudest shop I’ve been in for years. You will be greeted with a YES by a surly shop assistant who is clearly confused about her job title and role in the shop. Nobody in the shop cares after you complain. You need to ask yourself the reason you’d want to spend money for over priced average quality furniture sold by ignorant staff
A big thank you to Lara for her excellent service. She was prompt in responding to all my queries and secured me a great result.
incredibly quick and friendly customer service! Item arrived within 12 hours of my call!
Just a quick note to say and massive thanks to Sophie in the SOHO CS team - she really went above and beyond for us - great service:) Gary
I had an issue with some vouchers, but Samantha resolved the problem promptly and professionally for which I am very much grateful. Niamh
Great service from Linda - issue resolved promptly and effectively
After being let down with a delivery of a console table, where it was due to be delivered on an certain day and only on the day were we informed it wasn’t on the van, I contacted customer services. The console was for a flat where we don’t live permanently and I had organised (and paid for) someone to meet the delivery so when I called customer services I was not very happy. Thankfully Sophie was apologetic, sympathetic and very proactive in discovering what had happened. She informed me of the new delivery date and sent a lovely box of Cowshed products as compensation. The perfect example of how to offer excellent customer service and turn a negative opinion of a company to a positive one.
So many issues I can't even begin to explain. I ordered a chair and footstool on Dec 17... Constant excuses why production is taking longer than expected and 2 rescheduled deliveries, now just the chair has arrived with zero communication why there is no footstool.