Soho Home Avis 817

I ordered several lamps in April for shipment to France and have been dealing with a nightmarish customer service experience ever since (I am writing at the end of July). The company is not able to organise a DHL shipment to the EU correctly, so items keep getting returned to their warehouse - usually without me being notified. I finally offered to receive the lamps at a UK address instead, which they also haven’t been able to sort out for over a month. Every email starts with an apology and a promise to do better, but that is ringing very hollow when the same issues appear again the next time round. There is a complete lack of communication between the different departments it seems and a refusal to take responsibility. 3 months in, nobody has had the thought to offer any kind of commercial gesture. There is no doubt that this will be the last time I ever purchase anything at this company, having spent significant money on furniture there in the past.

Linda was completely brilliant, helpful, and fast.

Anna has been so kind and prompt in resolving my order issue. Very responsive via email and always professional throughout our exchanges. Thanks so much for the excellent support

Linda was brilliant. Really helped us with pricing on an order. Thank you!

Anna in their service team was top notch. Super helpful, super responsive. Excellent buying experience.

Anna at Soho Home Support was fantastic. She was quick to respond, listened to our concerns and addressed them leaving us feeling very good about our experience with Soho Homes.

Fantastic customer service, they went above and beyond to try and get the furniture to me in time for a family gathering. Very impressed and thank you.

I bought a beautiful chandelier in September 2024, made up of 6 glass globes, which I’m really happy with. Unfortunately one of the globes got smashed during Christmas 2024 festivities and almost 7 months later I’m still not able to buy a replacement globe or get any indication when I will be able to get one. So I’m stuck with a not-so beautiful chandelier, seemingly for the foreseeable future! It never occurred to me that this would be a possible outcome and has completely put me off buying any more lights as part of my refurbishment project.

Great products let down by using DPD - an appalling useless delivery company.

We recently received a broken light. It was only discovered a long time after it was delivered but Sophie at Soho House dealt with the issue fantastically, profesionally and generously. Excellent customer service and a credit to the business, thank you Sophie.

5star customer service

You cannot fault the after service at soho home.
Adnan you were kind, helpful and resolved all my issues swiftly and promptly.
Thankyou.

We purchased a Rivas bed that had some minor issues, which we didn't spot until we assembled the bed in Dublin. Sophie was incredibly helpful and managed to find a local Castelan representative who happily resolved them.

My experience with Soho Home so far has been excellent. Customer Service staff, in particular, Adnan, are very efficient and extremely helpful when placing my order. I look forward to receiving my goods!

Many thanks
Caran

Rosie in the Notting Hill store was very helpful and accommodating. We live in the US and had to do a lot of our furniture search remotely. She put together a really nice graphic design of the layout and offered a number of excellent suggestions that suited our taste and the size of the flat. Great experience overall!

Another experience of poor aftercare and customer service. Having ordered a item of furniture that arrived faulty it has taken 4 weeks for a response and the attempt to fob me off with a small discount on the item. Please please just send one that isn't faulty!

Linda was helpful and polite. Thank you.

I was bought a beautiful chest of drawers from Soho Home around 12-18 months ago. It’s stunning. But one of the handles snapped off in my hands. The metal welding/solder has snapped clean, under very gentle usage. Their customer service team has been very slow to respond and after over 2 weeks of correspondence they have told me that they do not offer replacement parts or repairs. I am incredibly disappointed. I chose Soho Home expecting “last a lifetime” quality and the product has ended up lasting less time than my previous Ikea drawers

I’m genuinely shocked by the lack of customer service at Soho Home. I ordered several large items and was explicitly assured multiple times via phone and chat that delivery would include White Glove Service. This was essential, as I cannot carry bulky furniture alone.

On delivery day, the team arriving in Paris from the UK informed me that no White Glove service had been booked. The UK Team would have provided the service — but it simply hadn’t been arranged by Soho Home. When I contacted Soho Home, I was told now that they don’t offer White Glove service in Europe at all. This directly contradicted everything I’d been assured in advance.

What do they expect? That customers pay for a moving team to be on standby during a 48-hour delivery window? At this price point - £25000 - basic reliability and care should be non-negotiable.

This experience is a stark reminder that behind Soho Home’s polished image lies a pretentious, hollow brand culture. As a former Soho House member, I’ve already stepped away from the club due to that same attitude — an attitude that feels not only tone-deaf but deeply outdated in today’s world. Sadly, Soho Home is no different.

Think Ryanair service wrapped in velvet packaging. Never again.

Sophie was very responsive and made my experience seamless. Excited to get more pieces from soho home!

I would like to take this opportunity to thank Agnessa Dale at Soho Home at Soho Farmhouse. Agnessa was extremely helpful and very patient during our most recent purchase for our house refurbishment. Can highly recommend. Miguel was also instrumental in our wonderful retail experience.