Ordered a bed 3 months ago. Waited 8 weeks for it to be delivered and it was built incorrectly by the delivery staff and damaged beyond repair in a few minutes. Half of it needed replacing. Having waited 2 months already for the first delivery, loaf advised me they’d need to reorder the bed sections, and I would have to wait again for delivery. Now 3 months since we first ordered the bed and a week away from second delivery, I have been told that loaf cannot promise the half of the bed that needs to be replacing will be in the same colour. I am now being asked if I want a mismatching bed, or for the order to be resubmitted for a third time, with again weeks to wait for delivery, if it gets delivered at all.

Shocking poor customer service, I have asked for a partial refund and have had no response. Delays in responding means everything is pushed back further. All we wanted was a new bed, still no end in sight. Really really disappointed, I wouldn’t recommend Loaf to anyone.

**Updated 15/9 - our delivery is in just over 24 hours, good chance it's the wrong colour and no one - including 'Peter' has not reached out me. Clearly the text below was just to cover your business, not help customers. I'm really frustrated - please reply to my emails!

If I could give zero stars I would. What do I have to do to get a response from Loaf?? Three years I’ve been waiting to have my bed installed in the correct manner - every time they have delivered there has been a fault with the bed or the delivery people have forgotten tools, wasting my time. And still no resolution, no recompense. The CEO is copied into the email chain and still no response - I am utterly disgusted and would appreciate some assistance to have the bed removed and a full refund provided asap.
** I still haven’t had this resolved despite ‘Paris’ attempt at a response - we are now mid-September 2025 and I bought the bed early 2023… you have utter contempt for your customers. I’ve emailed your CEO directly again and had zero response. This is a warning to the general public to steer clear of your sub standard products and service!!! **
Order SDSO692933 from 2023, Jasmin you are familiar with this issue and it has still not been resolved. Can we reach a conclusion asap.

Absolutely awful service, please avoid unless you want an enormous amount of stress.

In June we placed an order for a sofa and a bed, and were told 5-8 weeks maximum (you can actually see my happy review after that experience below). Last week I sent a follow up email as I hadn’t heard anything an our order was due last week or this. This is where it all went catastrophically wrong.

Fast forward a week and I have sent Loaf ten emails, my husband has called their customer service 15 times, and each time we have been told a different story about where our furniture is, when it will get here (answer ranging from the end of August till October). We have spoken to 6 or 7 different customer service reps who all said they would call us back with a solution and they never do. We have been told we would have a loan sofa sorted immediately and then been told we won’t. We have been told over and over they will fix it and nothing has happened. We are now out £4,500, we have nothing to sit on or sleep on, it is our sons first birthday this weekend and our guests will have no where to sit. Our holiday has been ruined chasing this. We are now being ignored by Loaf. I honestly can’t believe how catastrophically bad their service is or how much stress it’s caused. We’ve pleaded for a manager or someone with the ability and authority to get us a loan sofa sorted immediately to fix this and nothing. The most frustrating part is it would be such an easy fix, with some clear communication and an ex display sofa until ours arrives. We really don’t know what to do now, and loaf just seems to have shrugged at it and told us there’s nothing they can do.

Please please save yourself the stress and don’t buy from here.

I saved up and bought a wool Loaf sofa in 2016 and it has turned out to be the worst purchase I’ve ever made. Over the past few months it has become completely infested with moth larvae, leaving visible holes that keep getting worse despite doing everything possible to treat it; freezing the covers, deep cleaning, sprays, lavender, hoovering, steaming you name it.

Loaf offered no support, and the Guardsman protection plan I paid extra for was completely useless. When I called for help, I was basically told it was my problem. There was no warning at the time of purchase that this fabric could be so vulnerable.

I’ve been left with a sofa full of holes, ongoing stress, and absolutely no backup from the company. For the price, this is completely unacceptable.

The sofas may look lovely, but you’ll be on your own if anything goes wrong.