Tegan was very pleasant and informative and in no way pushy. She took her time to explain everything to us from fabrics to sizes

Although I haven’t received my set yet, I was able to check the order and make sure that the stain resistant gunk was going to be added and I got to speak to a real person on a Sunday which is always a massive plus. The young women at the loaf shop were very nice and very helpful. So far great experience.

Nicole in the Bristol shack was so welcoming, kind and helpful. No pressure to place an order but spent time with me in trying to find the perfect fabric for my new sofa. Highly recommend! 😊

Fantastic friendly staff was mainly assisted by Rosa, and then Chloe too towards the end and for purchasing
Refreshments offered and enjoyed, great air conditioning and such kindness towards me and my elderly parents

Rosa looked after us and showed us the type and size of furniture we were looking for. She was very helpful and friendly - couldn’t wish for more.

Really superb customer service from Teigan who was incredibly helpful and very knowledgeable. She was not in the least bit pushy, listened to my needs and was very pleasant.

Great experience, staff are brilliant creating a relaxed environment.

Very positive experience at the Bristol store today. Holly was so helpful and we are delighted with our purchases . The store is beautiful and they are super dog friendly to boot !

Unlike many companies today you seem to care about your customer needs / requirements
Keep this attitude and approach going then customers will return

Well done staff

We made the journey from Cardiff to the Loaf store in Cribbs Causeway. The service was second to none. Attentive, helpful and calm. All staff were excellent but I would like to single out Rosa who was just amazing. Thank you and we love our purchases.

Lovely Loaf experience again in the Bristol Cribbs store yesterday. Really nice staff and easy ordering. Have ordered a sofa due to arrive in 8-10 weeks so cannot comment on purchase yet.

Fantastically helpful service

A great store with really helpful and friendly staff. Could happily sit in there and test the sofas for hours!

We had great service from the staff on both days we were in the shop. We were given all the information we needed and then given lots of space to browse. There was no pressure to buy.

Very helpful and pleasant , good knowledge about the product .

We always found all members of staff warm and Welcoming and had a calm relaxed approach .striking a balance between being knowledgeable and helpful but giving you space to wander around the store view fabrics and sofas without feeling under any pressure .
Top marks from us 5⭐️

If you’re considering dropping serious money on Loaf products, you may want to read this review before you make your decision to use Loaf. I’ve always had Loaf up as one of the premium UK brands for beds, furniture and homeware, but this experience changed that.

For context, we’ve bought many Loaf sofas and beds in the past and been very happy, so decided to pay £1.2k for a Kingsize “muffin top” mattress. We always knew there was cheaper products out there, but we value that a premium brand like Loaf normally means a first class service if there’s any issues. These beds are handmade to order, so it takes 4-6 weeks for the mattress to arrive. We were happy to wait and we sold our old mattress the night before the delivery, so we were ready and excited for our brand new mattress.

It arrived and within minutes of us unpacking the mattress, our excitement turned to disappointment. The mattress appears soiled and used. We had bought and paid full price for a brand new mattress, but it had multiple black marks on, what appears to be foundation/make-up marks and the thread on the mattress was pulled. Then in addition to the soiled mattress, Loaf had actually sown into the mattress the complete wrong product label. In big bold letters, it’s stitched in saying this is a “Top Dog” mattress, but the mattress made to order is clearly a “Muffin Top” mattress. This means if we want to sell this on in the future, we can’t even sell it as a “Muffin Top”.

We reached out to Loaf and they promised they’d respond within 24 hours, as it was urgent and we were currently sleeping on a soiled mattress. After 24 hours, we’d heard nothing and then they responded 8 days later and they offered less than 10% off and we keep the mattress.

Or they could try to exchange it but it may take another 6 weeks to make another mattress up, so we’d have to sleep on a soiled mattress until then.

They did mention they could send a team out to try clean it, but it would invalidate the warranty for anything to do with the condition of the mattress and it wouldn’t be restored to brand new, so we wouldn’t be entitled to any compensation for being sent a soiled mattress.

We’ve been really happy with Loaf over the years, but this experience has left us with a sour taste. We’re environmentally-conscious, so would hope we could find a suitable solution, where we keep the mattress, get it professionally cleaned, keep the warranty and have a reasonable offer to compensate us for having to use a soiled mattress, but it doesn’t appear that Loaf are able to find a suitable solution. We really hoped, when things went wrong, they would go above and beyond to make things right, but that sadly hasn’t happened.

I’m gutted I’m having to write this review, but if you want premium service and a premium product, I would recommend looking elsewhere unfortunately. I’ll update this review if anything changes in Loaf’s response.

Lovely sofa.
However, various things went wrong: late delivery, torn sofa. Customer service very unhelpful and slow, and not at all sorry for all the problems.

We arrived 30minutes before closing. The staff were so helpful… not a hint of hurrying us along. Nothing was too much trouble!

Felt under no pressure to buy as I tried out the mattresses in store. Friendly and helpful service. Seems like a smooth transaction. Thanks.