We were seen to by Michelle in the Guildford store, she was fantastic and talked us through the whole process but let us get on and choose the sofa and colour and fabric but she checked in multipl... See more
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I have walked in the the store in Guildford first time today. I was greated by two sale assistants Seren and DelPhi with nice welcome and beautiful smile. I started conversation asking about... See more
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Further to various emails on 15th September, two calls to customer service, a follow up email on 19th and two social media posts, still no one has bothered to pick up the phone to apologise or... See more
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Staff member was helpful, listened to what we needed and advised us perfectly. We look forward to spending our first night on our new bed, mattress and pillows when they arrive.
Company replied
Company details
- Furniture Store
- Bedroom Furniture Store
- Furniture Accessories
- Home Goods Store
- Living Room Furniture Store
- Sofa Store
About Loaf - Guildford
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
Unit 6A Tunsgate Quarter, GU1 3QY, Guildford, England, United Kingdom
- 02031418300
4.8
Excellent
152 reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 98% of negative reviews
Typically replies within 24 hours
How this company uses Trustpilot
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Went into the Guildford store to order…
Went into the Guildford store to order a chair. Staff very helpful and informative. Whole process very quick and straightforward
8 October 2025
Reply from Loaf - Guildford
Hi Kate,
So thrilled to hear that our team was helpful and made the process easy for you! We aim to make everything as quick and straightforward as possible.
If we can help with anything else please let us know!
Best Wishes
Jasmin
The member of staff couldn't have been…
The member of staff couldn't have been more helpful.
5 October 2025
Unprompted review
Reply from Loaf - Guildford
Hi Susie,
Thank you for shopping with Loaf and for taking the time to leave us a review!
I’m really glad to hear that! It makes such a difference when the staff are not only knowledgeable but also genuinely willing to assist. Their helpfulness can really improve the whole experience. We take great pride in delivering a premium service with care and dedication.
Hope to hear from you soon!
Kind regards,
Manny.
Brilliant help and advice
Excellent help from Seren at the Guildford store. She listened to our requirements and gave us excellent advice and help. The purchasing process was smooth and communication was good.
6 October 2025
Reply from Loaf - Guildford
Hi Pippa,
Thank you so much for your lovely feedback!
I’m delighted to hear that Seren at our Guildford Shack provided you with such excellent service. It's great to know she listened carefully to your needs and made the purchasing process smooth and straightforward. I’ll be sure to pass on your lovely comments to her, they'll mean a lot.
We hope you enjoy your purchase and look forward to seeing you again!
Warm regards,
Manny.
I love the Loaf products
I love the Loaf products, however…
I recently visited the showroom after driving over an hour with the intention of purchasing a sofa. Unfortunately, the customer service was quite disappointing. The staff seemed more interested in talking to each other than assisting customers. I was hoping for some guidance to find a sofa that fit my space, but when I asked for help, I was simply told to read the measurements from the papers attached to the sofas.
After a long day at work, I was tired and found it difficult to keep calculating measurements on my own. It would have been much easier and more customer-friendly if the staff had offered to help create or configure the sofa using an iPad or similar tool, as many showrooms do.
Overall, I left without buying a sofa, which was frustrating given the time and effort it took to get there. I hope the company improves its in-store service and staff engagement with customers.
30 September 2025
Unprompted review
Reply from Loaf - Guildford
Hi Sandra,
Thank you for taking the time to leave us a review,
We’re really sorry to hear about your experience in our showroom this isn’t the level of service we aim to provide. We’ve requested a few more details from you so we can look into what happened and reach out directly to make things right.
Warm regards,
Cynthia
Seriously…what is going on
Order POS-661790
Ordered 1st sep. Experience in shop was great.
Made a change to the fabric, tried to do this after a few days, due to Loaf systems, waiting times, no one calling me back etc, I got confirmation of this change via a very unconvincing looking email on the 16th sep.
Since then I have called 3 times, left messages asking someone to confirm the changes and give me an updated delivery estimate. For context I have spent over £5500.
Today I got an email from brand ambassador named Addison, apologising and saying that according to their system everything has been delivered and asking me to confirm…..terrifyingly….they don’t even know. To be clear it has NOT been delivered. So I rang again, another 30 mins queuing. Eventually spoke to Elizabeth, who could not even access their system to see my order. Additionally, every time you call LOAF, I have done this 4 times now, it takes forever because they make you spell out your name, spell out your mail address, they ask you to confirm what you ordered among several other details. Then they tell you they can’t help and someone will call you back. NO ONE EVER DOES!
I have been promised a call on Monday by Elizabeth’s manager who wasn’t in today, but I am not holding my breath.
PLEASE WOULD SOMEONE CALL ME WHO CAN ACTUALLY HELP.
UPDATE- after posting this received a call and reassurance, pretty much straight away. Satisfied with the response and the resolution. Updating rating in line with this.
4 October 2025
Unprompted review
Reply from Loaf - Guildford
Hi Brendan,
I’m sorry it’s been such a frustrating experience, especially after chasing multiple times.
We recently carried out an important system upgrade. While the changeover itself was successful, it has created some disruption for a small number of orders and we are working hard to clear the backlog.
Your case has been flagged with our team and I can see my colleague has contacted you.
I appreciate you bearing with us while we put things right.
Kind regards,
Manny.
Super products and great in store customer service
Very welcoming atmosphere. Browsing is always a delightful experience with the little chocolate treats, water etc a lovely touch.
Bought fabulous rug to go with previously purchased sofa. Beautiful products and very easy ordering process.
26 September 2025
Reply from Loaf - Guildford
Hi Kim,
Thank you so much for your review,
We’re thrilled to hear you had a welcoming atmosphere at our shack and you enjoyed your time, It’s really lovely to know you found the perfect rug to complement your sofa and you found the ordering process seamless
We really appreciate you coming back to us and sharing your lovely experience.
Warm regards,
Cynthia
Went to Guildford store
Went to Guildford store. Assistant was extremely helpful and knowledgeable.
Ordered items which will be delivered in a week.
22 September 2025
Reply from Loaf - Guildford
Hi Caroline,
Thank you for sharing your experience at our Guildford store.
We’re delighted to hear that the Shack Assistant was helpful and knowledgeable. We hope you enjoy your order once it arrives next week and we look forward to welcoming you again soon.
Warmest Regards,
Paris
Still no reply
Further to various emails on 15th September, two calls to customer service, a follow up email on 19th and two social media posts, still no one has bothered to pick up the phone to apologise or explain exactly why our order placed in July, is now apparently due mid-November.
What sort of company operates like this? Happy to take your money but not to deliver the goods.
Absolutely disgraceful.
22 September 2025
Unprompted review
Reply from Loaf - Guildford
Hello Derek,
I'm really sorry for the awful experience you've had with our communication regarding your order.
I've taken it upon myself to contact the account holder to express my deepest apologies and to provide a resolution.
I promise to follow this through until you have your Milk stools.
Kind Regards
Jasmin
I knew the colour and vibe I wanted but…
I knew the colour and vibe I wanted but that was about it! Michelle spent loads of time with us so I could get exactly what I wanted
20 September 2025
Reply from Loaf - Guildford
Hi There,
Thank you for sharing your experience!
We’re so glad Michelle could take the time to help bring your vision to life and make sure you found exactly what you were looking for. We hope you love your new piece!
Warmest Regards,
Paris
Traveled up to Guildford with my…
Traveled up to Guildford with my husband our two dogs, just to see your shop as I wanted to buy a new bed after purchasing two sofas from you. I wasn’t disappointed met your lovely manager and our dogs were spoiled by your girls and was introduced to Penny who was so helpful and we purchased our bed along side a foot stool. Thank you for making our day 😘 special.
20 September 2025
Reply from Loaf - Guildford
Hi Chris,
It sounds like you've had a wonderful day at our Guildford Shack, it's great to hear the guys there made your day feel so special. Thank you for taking the time to leave us such a lovely review.
I'll be sure to pass of your kind words to everyone in Guildford.
Have a wonderful day. Kind Regards,
Peter.
We were welcomed warmly by Seren
We were welcomed warmly by Seren, who was incredibly helpful and knowledgeable about every product and showed us all the options for sofa beds (which there was quite a few) having looked at other stores - it was clear that Loaf had the most options. Thanks to Seren, we found our perfect style and chose the fabric too. Really appreciate the customer service on offer. Thank you
15 September 2025
Unprompted review
Reply from Loaf - Guildford
Hi Jenny,
Thank you for sharing your experience with us. We’re so pleased to hear that Seren gave you such a warm welcome and was able to guide you through all the sofa bed options. It’s great to know her knowledge and support helped you find the perfect style and fabric.
We’ll be sure to pass your lovely feedback on to Seren, she’ll be delighted to hear it. We really appreciate your kind words and look forward to welcoming you back again soon.
Warmest Regards,
Paris
Had a great experience in the Guildford…
Had a great experience in the Guildford Store, Penny was really helpful and friendly .
Ordered a sofa !
10 September 2025
Unprompted review
Reply from Loaf - Guildford
Hi Stephanie,
Thank you for shopping with Loaf! We truly appreciate your feedback.
It's wonderful to hear your experience in our Guildford Shack was amazing, helpful and friendly. We take pride and care in all our services to deliver a premium standard.
Hope to hear from you soon!
Kind regards,
Manny.
Loaf experience in store was great
Loaf experience in store was great, calling the helpline less so, when we did that few weeks later. Person was working from home (stated so) and had to text colleagues to answer relatively simple questions. Quite an odd experience.
6 September 2025
Reply from Loaf - Guildford
Hi RP,
Thank you for sharing your experience with us.
We’re so pleased to hear you enjoyed your time in store, but we’re sorry the follow-up on the helpline didn’t feel as smooth. We always want our service to be consistent and helpful, whether in person or over the phone, so your feedback is really valuable.
I will be looking into the agent’s conduct and will provide them with constructive feedback to ensure they maintain a consistently professional approach when assisting our customers.
Warmest Regards,
Paris
Great experience at the Guildford showroom
I visited the Guildford showroom on 3 separate occasions whilst trying to decide on a new sofa. Irene helped me on the last 2 visits going through fabric details, measurements, modifications and costs. She was patient and helpful.
The showroom is lovely. Having paint colour samples in store is a great idea so you can compare against fabric samples. Thank you Loaf! Sofa ordered!
6 September 2025
Unprompted review
Reply from Loaf - Guildford
Hi Lindsey!
Thank you for your wonderful feedback!
We're absolutely thrilled to hear that Irene was there to assist you during your visits. It sounds like you had a fantastic experience at our Guildford showroom!
Enjoy your new sofa!
Kind Regards
Jasmin
Guildford Store - Amazing Service
Myself and my partner have had our eye on a loaf sofa for our first home together and decided to visit the store. Chloe made the entire process so easy, was very friendly and offered some great advice. We purchased our sofa with Chloe and we cant wait to receive it!
Chloe is definitely an asset to the guildford store! What a great in-store experience for a purchase so important! 5*!
30 August 2025
Unprompted review
Reply from Loaf - Guildford
Hi Ben,
Thank you so much for your lovely review!
We're thrilled to hear that you and your partner had such a positive experience at our Guildford store. It's wonderful to know that Chloe was able to make the process so smooth and enjoyable for such an important purchase. She truly is a valued member of our team, and we’ll be sure to pass on your kind words to her.
Congratulations on your new home, we’re so excited for your sofa to arrive and become a part of it!
Wishing you all the best,
Paris
Great team! Seren was so helpful and patient
Seren was so helpful and patient. We weren’t rushed and she answered all of our questions so well. Very excited to order our new sofa. Thank you.
30 August 2025
Unprompted review
Reply from Loaf - Guildford
Hello Jennifer,
Thank you for shopping with us,
We appreciate your kind words and we cannot wait for you to receive your order.
Kind Regards,
Sav
Tabitha was absolutely fantastic!
Tabitha was absolutely fantastic!! She helped us pick a sofa, footstool and rug. She was very patient as we were quite indecisive. She was also very knowledgeable on all products and she made the whole experience very enjoyable.
29 August 2025
Unprompted review
Reply from Loaf - Guildford
Hi Kate,
Thank you for your kind words! We'll be sure to pass on your lovely feedback to Tabitha, I'm sure it will make her day.
Picking your perfect Sofa, Footstool and Rug combo is a big decision and there are lots of factors to consider to it's wonderful to hear that we've been able to assist you with this.
Have a wonderful evening.
Peter.
Lovely staff and great service
Lovely staff and great service, Penny who took my order was super helpful
25 August 2025
Unprompted review
Reply from Loaf - Guildford
Hi Toni,
Thanks so much for your kind words!
We're delighted to hear you had a great experience and we'll be sure to pass your lovely feedback on to Penny. She’ll be so pleased to know she was able to help. Hope you love your new Loaf piece!
Warmest Regards,
Paris
Fantastic customer service
Fantastic customer service. No pressure from the helpful staff, we were able to browse in peace and ask for help when we needed it. Tabitha was on hand to help with great recommendations on colour and fabric options and made the ordering process simple for us. Can't not mention the great snacks and water available too. Thanks to all.
24 August 2025
Unprompted review
Reply from Loaf - Guildford
Hi Kim,
Thank you so much for taking the time to share your wonderful feedback regarding your recent visit to our Shack. We truly appreciate hearing from our valued customers like you.
It is incredibly gratifying to learn that our team member, Tabitha, was able to make your experience both memorable and enjoyable during your visit. Our goal is to create a welcoming environment where customers can feel at ease while browsing, and it seems we hit the mark! We pride ourselves on providing a no-pressure atmosphere, allowing you to explore our products and ask questions at your own pace.
We are particularly pleased to hear that Tabitha provided you with great recommendations on color and fabric options. Personalising your experience is key to us, and it's wonderful to know that she was able to assist you effectively. Additionally, I’m glad you enjoyed the snacks and water we offer; we believe that a little refreshment can enhance your shopping experience.
I will be sure to pass along your kind words and feedback to the Shack team, especially to Tabitha, who will be thrilled to know that her efforts made such a positive impact on your visit. Your appreciation motivates us to continue delivering exceptional service.
Once again, thank you for your wonderful feedback, and we hope to see you again soon at our Shack. Your satisfaction is our priority, and we are here to assist you whenever you need it.
Many thanks,
Dipak
V relaxing experience with no pressure…
V relaxing experience with no pressure to buy felt at all.
9 August 2025
Unprompted review
Reply from Loaf - Guildford
Hi Anne,
Thank you so much for leaving us a review.
We're thrilled to hear that you had a relaxing experience with us. We know that choosing the perfect piece of Loaf for your home is an exciting journey, and we want you to feel completely at ease while making your decision. Take all the time you need there's absolutely no rush
Keep Loafing on!
Warm regards
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