Arlo & Jacob Reviews 

Fantastic service yet again from the wonderful delivery team Hadyn and Carl - big shout out to Alisha too from the Harrogate showroom for her valued assistance with my further purchase of an additional sofa - Arlo & Jacob my fav shop ! The quality is fantastic and communication from start to finish with your order delivery is brilliant

We purchased a sofa bed from Arlo & Jacob in January 2024. On 23 June 2025, we contacted the company because our sofa bed had developed a stain and asked for assistance with cleaning it, as we had purchased a Comprehensive Furniture Protection Plan through My Furniture Insurance.

The manager of the Islington branch, where we purchased the sofa bed, replied on the same day:
“Unfortunately, cleaning is not covered under our warranty, so I would advise that you seek the advice of a professional cleaner.”

I immediately explained that we had purchased the protection plan through My Furniture Insurance and intended to submit a claim for professional cleaning.

However, instead of arranging a professional cleaning service, we were sent a bottle of Furniture Clinic Fabric Stain Remover by the insurance company and left to deal with the problem ourselves. The product did not work at all and, in fact, made the situation even worse, leaving our sofa bed extensively stained.

In February 2026, I consulted two professional upholstery cleaning companies, both of which confirmed that the stains were irreversible.

What I find particularly disappointing is the lack of support and willingness to find a satisfactory solution from Arlo & Jacob's customer service team. We paid for furniture protection, which remains valid until 2029 and specifically covers fabric stains and accidental damage. Despite this, no effective solution was offered, and we were left with a sofa bed that is now permanently stained.

I understand that accidents can happen, but I believe that a company should take its after-sales service seriously and help its customers find an appropriate solution, particularly when a furniture protection plan has been purchased for precisely these kinds of problems.

Although this experience dates back some time, the outcome remains the same: our sofa bed has been left in a condition that is unacceptable for a relatively recent purchase, and we have received no satisfactory resolution.
I am extremely disappointed with the level of customer service provided by Arlo & Jacob and would urge prospective customers to consider carefully the level of after-sales support they can expect if something goes wrong.

Ashley & Nev delivered my new sofa last week and were just lovely. Very polite and informative about how to care for my sofa. A great overall service.

A brilliant experience. From visiting the show rooms in london, to being looked after by the team at Ely throughout my ordering process. I had many questions and they were all answered with care and thought throughout. Excellent communication and easy to arrange my Will it Fit and delivery, which was under 4 weeks!
The sofas were delivered today by Ashley and Dale who were absolutely excellent. Incredibly kind, very attentive to ensuring the delivery was smooth and talked me through the care and sofa construction. A hugely positive experience!! Thank you so much.

Couldn’t be happier with this gorgeous sofa. I visited the bath store which was a great experience. Ashley and Nev delivered the sofa and assembled it super quickly making no mess at all and cleared everything up and took all rubbish away with them. They were great to meet. Thank you!

The sofa is the nicest sofa I’ve ever seen/ owned! 🥰 it’s so comfortable and so well made. I love the material and the colour. It’s perfect.

Great service again from Arlo and Jacob. Their communication has been excellent and Siobhan was a great help on the 'phone when I was struggling with the online order.
Delivery was amazingly quick and Ashley and Nev were efficient, tidy, knowledgeable and helpful. They even plumped the scatter cushions!

Incredibly easy from showroom to delivery. Ashley and Nev were great solving a problem with a narrow entrance and the sofa is just what we were hoping for

Having spent over an hour trying every sofa in a neighbouring well-known sofa store, we thought we'd "pop in" to see what Arlo & Jacob had to offer.

It's not a brand I'd come across before, but we were won over almost immediately. The showroom is beautiful, with lovely lighting and a really relaxed atmosphere. The sofas themselves were incredibly comfortable and the product range felt carefully curated rather than overwhelming.

Impeccable customer service tipped it over the edge. The team clearly know their products and were helpful guides but not at all pushy. Felix, in particular, was an absolute delight.

We ended up ordering our sofa as soon as we got home, and it happens to be his namesake model, which felt like a nice coincidence!

The sofa hasn't arrived yet, so I can't comment on long-term quality, but from everything we've seen and sat on so far, would happily recommend.

Excellent from showroom to delivery. Thanks to the team in Ely, and Ashley and Nev for assembling

We’ve had an absolutely fantastic experience with Arlo & Jacob, from our very first enquiry through to delivery and setup of our sofa.

Before purchasing, we had lots of questions about different sofas, and the customer service team was incredibly patient, helpful and responsive throughout. They went above and beyond to help us find the right fabric, which wasn’t straightforward as we were purchasing an outlet model. They also arranged for fabric samples to be sent out very quickly, which was really helpful.

We were also pleasantly surprised by how quickly everything was arranged, with delivery taking just two weeks!

A special shoutout to Ashley and Nev, who handled our delivery. They were absolutely brilliant! Both were incredibly friendly, polite, professional and genuinely fun to chat with. They carried our modular sofa up to the first floor with great care, making sure nothing was damaged along the way. They helped us set everything up, took away all the packaging, and even showed us how to rearrange and move the modular pieces ourselves.

What really stood out was that they left us their number and encouraged us to get in touch if we ever needed help or had any questions about moving the sofa around. Such a thoughtful touch and definitely above and beyond what we expected from a delivery service!

Overall, the entire experience has been excellent. It’s rare to come across such great customer service at every stage, from initial enquiries right through to delivery. We couldn’t be happier and would highly recommend Arlo & Jacob. A huge thank you to the whole team, especially Ashley and Nev!

Start to finish this was an excellent experience. Brenda in the Marlow store was super helpful and friendly. Our amazing sofa got ordered, built and delivered in a month! Ashley and Nev who delivered it were lovely - friendly, quick and efficient. They made sure I understood how to connect the sofa together and how to care for it going forward. 5 stars all round! Thank you so much!

The whole experience of dealing with the Solihull company was exceptional especially the patience and helpful advise from Laura . I changed my mind on a number of occasions but the service continued to be superb. The furniture we chose was delivered as promised and the delivery staff showed the same level of service as the staff in the showroom. Fantastic ! Thankyou

Absolutely loving my new Arlo & Jacob Hector Grande Sofa! The customer service throughout was amazing from showroom to aftercare. I'd originally visited the showroom just for the sofa, but when I saw the Archie Footstool, I couldn't resist purchasing that as well! A special thank you to Amanda D in customer service.

Everything was very well communicated from the first visit to the showroom, even with a delay due to a component issue, the delivery was very quick , it’s a beautiful sofa , thanks Arlo and Jacob

I have no hesitation in recommending Arlo & Jacob. From the knowledgeable showroom staff, to the continued clear online communication and the amazing delivery service with the most polite and courteous drivers. Extremely pleased with the experience and of course my beautiful furniture!

My wife & I started our ‘Sofa’ project back in July after putting it off for a number of months, anyway we started at the Bath A&J after visiting the Cotswold company and had decided on a sofa fabric/colour which we then discussed with Abi and the team at A&J , they were so helpful with fabrics /colours / sofa style.
We were both fans of the Otti until we saw the Finn and thought that was it , this is for us until we visited our local store at Ely (Jo was lovely) and saw the finny! 🙌🏼
So we chose the Finny in Aqua Velvet Hunter , grande & medium , delivered today by 2 really helpful and pleasant guys , lead time much shorter than advised & they look and feel stunning/ so comfortable !!
Thank you so much for the all round wonderful experience.

Thanks to Anna and Zoe for their help in store and on the phone. Great service and looking forward to getting our new sofas.

Great hand made British sofas. Excellent delivery service, really took the time to explain the care and place them where we wanted.

I had a very positive experience… the whole process was seemless and Jo, Phyllida and Zoe were all really easy to deal with and super friendly. They made the process enjoyable while also explaining everything thoroughly!

We have now had the corner sofa delivered and we are over the moon with the quality and how luxurious the sofa is.

The delivery was smooth and regular updates on delivery day and time.

We are extremely happy!!!

Couldn’t recommend Arlo and Jacob more!!!