Willow and Hall Avis 

The whole experience with Willow & Hall was so easy and I absolutely love my new sofa bed. From the minute I visited the website I’ve had a five star experience - they even sent me a fabric swatch to ensure I was happy before processing the order. The sofa is so well made and looks fantastic in my spare room. Although I have yet to sleep on the bed, I’m confident that whoever stays will have a great nights sleep!

We purchased two sofas and an arm chair three years ago from Willow and Hall. Initially we absolutely loved them and thought the whole customer service experience and delivery was great. Two and a half years on, the cushions were sagging and not supportive at all. We had opted for the reflex foam. We expected that it would last longer than that but Willow and Hall would not give us any discount towards having to replace the foam in the cushions. We decided to go ahead and buy them, or we would have had to buy new sofas. As soon as the new infills arrived we could tell they were far inferior to the ones we had originally purchased. After ten days they were just sagging and so uncomfortable. Willow and Hall agreed to refund us as we were within their 14 day no quibble returns policy. They said we could keep the infills (they wouldn't have been able to resell them anyway) and they were no use to us. They did confirm they had switched suppliers since we purchased our sofas, but said it still met their specifications. We then had to source our own infills, which are massively better quality and £120 cheaper. We think Willow and Hall should be thinking less about cutting their costs and more about whether existing customers will return. The only reason that I have given two stars instead of one is that the man we spoke to in the customer service team could not have been more helpful.

Very good communication during the process. The delivery company informed me about dates, etc... and helped me with a challenging delivery (my hallway is very narrow). They did it perfect and quick.

Includes W&H response and my response back.

I bought Ashwell 4-Seater Right Chaise Storage Sofa Bed in September 2025. I ordered the Reflex Foam filling which is described as Firm and bouncier (rather than sinking). The sofa we received was not firm and, when seated, there is a high level of sinking and also sloping on the cushions.

I have previously owned a Willow & Hall sofa bed with the same cushion firmness and it was fantastic. More to the point, it was as described on their website.

Website description

Willow & Hall’s website describes the Reflex Foam as Firm. Exact text:

“If you prefer to sit a little more upright with a bouncier seat (rather than sinking down into the cushions) then we’d recommend you choose the reflex foam”

This description is inaccurate and misleading.



Willow & Hall action

After contacting Willow & Hall, they sent round a technician to review the sofa. The technician deemed the sofa to be ok. To be clear here, the technician did not even sit on the sofa here merely removed the cushions and covers to take a few measurements. To be clear, I am not stating there is a fault with the sofa such as a tear in the material or something similar. The issue is that the sofa should be FIRM and it is not so the tests carried out by the technician we pointless.



Willow & Hall follow-up

• Willow & Hall confirmed that there was no issue with the sofa and the issue was simply customer expectation.

• Willow & Hall refused to replace the internal cushion foam or investigate it further.

• Willow & Hall did propose that we return the sofa but, for us, this was not an option and we do actually like the sofa. The preferred solution was and still remains to replace the cushions with the correct material, reflex foam, as described on their website.

• Willow & Hall settlement time. This point is ridiculous as we have had the issue from day one. If anything, it is now worse.

• In response to my point that I have had a sofa bed previously from Willow & Hall, they confirmed that my previous sofa with the same foam specification was made by another workshop.

• Final email from Willow & Hall acknowledging the likelihood of a negative review. This doesn’t seem to be a problem for Willow & Hall.



Summary

• The test of the sofa was carried out by a third-party firm who test lots of different items, not only Willow & Hall sofas. I have no issue with the technician but the tests carried out didn’t really address our complaint. We have always known there is not a fault with the sofa but stand by the fact that the filling was the wrong filling or the description on the Willow & Hall is misleading and inaccurate

• The report makes no reference to actually testing if the cushions sink too much for a sofa cushion described and sold as firm

• Willow & Hall have not considered the fact that, by their own admission, their sofas are now made by a different workshop to the workshop who made my previous sofa

• The point-blank refusal to consider that there actually could be an issue here or replace the cushions was extremely poor customer service.

Reply from Willow and Hall

Apr 23, 2026
Hi Steve,

Thank you for your review. I’m sorry to hear you remain disappointed.

We arranged an independent inspection through Castelan (FurnitureCare Network), who are not connected to Willow & Hall. Their assessment confirmed the sofa is manufactured correctly and in line with specification, with the cushions showing normal settlement rather than any defect .

We do understand your comments on firmness. However, comfort is subjective, and reflex foam, while firmer than fibre, will still soften and settle with use. This level of give is considered normal and does not indicate the wrong filling has been used.
The technician’s role is to assess for manufacturing faults by examining the internal construction and materials, and no fault was identified in this case.

We also note your comment that you otherwise like the sofa. At the time of your complaint, we offered the option to return the item, which is the appropriate remedy where a product does not meet personal comfort preference but is not faulty.

As no fault has been identified, replacing the cushions would not change the characteristics of the product, as they are already in line with the agreed specification.

Based on the independent findings, we are satisfied the sofa is as described and free from manufacturing defect. We’re sorry it hasn’t met your expectations.

Kind Regards
Shaun
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Dear Shaun,

I am fully aware that you offered a refund. Trust me, I wish I had taken you up on the offer.

My point here is that your sofa filling is not as described and the test carried out was insufficient. You should reconsider your product wording as it is misleading. Your Firm option is not firm. End of.

We were very pleased with the service and product.
It was very helpful to have the fabric samples and our bed settee was exactly the same.

Came by Willow & Hall whilst searching for sofa beds online. They have an online proposition which meant buying a sofa without viewing it (although I understand they do have a small showroom in Twickenham). We were reluctant to buy a sofa without seeing it first but their website is very comprehensive with clear options for buyers to tailor make their own sofa. We were able to order fabric samples and I also telephoned them and were given clear answers to my questions. They also offer a refund if you're not satisfied with the purchase so we were happy to go ahead. The sofa bed was delivered early and we were delighted with the design, build quality and fabric. Overall a very good experience, good value for money and an excellent product.

Ordered 2 sofas from Willow & Hall and have been very pleased with service from start to finish. They arrived earlier than estimated date, and the delivery guys were very professional and polite. We did have an issue post delivery, but Jamie was quick to sort our problem out - thank you Jamie :)

Sofa was made much quicker than all the other company’s. And the delivery was on time and demonstrated by the delivery men

The material looks shaded/as if it's covered in dust, not a good look. The seat cushions move from their place when they are sat on, they move to the front of the frame, I am not happy with this bed settee at all, I'm disappointed.

Our sofa bed arrived prior to the 6 weeks quoted. Delivery was duly confirmed and 2 young men arrived on time and set up the sofa. They were very friendly and helpful. We are very pleased with the sofa bed and I would recommend Willow & Hall to friends and family.

well organised order,prompt and helpful samples, product available ahead of expected time, very good and kind telephone advice and excellent delivery team . Sofabed is of high quality.

Very comfortable and cozy sofa. delivered in time

Not only do I love my sofa (material is stunning and feels incredible), the customer service team were amazing when I asked for something and really pulled it out the bag for me.

great product delivered exactly on time by two excellent guys

Great sofas and truly fantastic delivery team!!!!! I was really impressed.

We've bought two items from Willow and Hall now. Fantastic quality for a good price!

Really easy ordering online from start to finish. I had to make a change in colour of Sofabed which was done without any fuss. Sofabed looks good and overall feels like very good quality. It's also a lovely design. Delivery was also on time and they notified me prior to delivery, which is great as I work fulltime. Good experience all round Thank you.

This company is a rare find, stunning quality hand made sofas at great prices, and nothing is too much trouble.
Happily agreed to make and supply side cushions in place of scatter cushions.
We bought two Foxham sofa’s in Evergreen velvet, with hollow fibre seat cushions and they’re lovely to look at and super comfortable. We did have a small issue but this was resolved speedily and with great communication throughout. This company are quite simply head and shoulders above the likes of Loaf. Highly recommended!!!!

Sorry to say this as the customer service was lovely. Our sofa is the most uncomfortable one we have had. We bought this without trying out the sofa , so we are also to blame. The seat cushion is short in width to sit properly, despite not having long legs. It's very uncomfortable.

I am patting myself on the back for ordering our new sofabed from Willow & Hall. It is really comfortable to sit on and guests have had a great night's sleep on it. Willow & Hall offered many choices including style of sofa/sofabed, fabric texture, colour and cushion fillings - and it is seriously well-made!
Ordering was easy,and i was informed that delivery would be a week earlier. Despite a slightly awkward turn from the front door into the living room, it was delivered with real care and attention.
I am so chuffed with our new sofa/sofabed!