Soho HomeArvostelua 

poor customer service, their promo ended the day before-reached out to purchase furniture at yesterday’s price -they won’t bother to help with it! apparently they have too much sales to care

I ordered 2 divine Auden square cushions but only one arrived. Although this was obviously disappointing I cannot fault Tiffany and the customer support she gave me. A replacement cushion was ordered and delivered in no time, very efficient and just a wonderful REAL human to deal with. Thanks of giving me great customer service.

Soho Home very kindly replaced a sofa with an alternative style which we love! Sophie was extremely understanding and helpful. Excellent!

Linda V was amazing in assisting me with my order! I am so excited to receive my new Lennox sideboard.

Super helpful and speedy reply, thanks Sophie!

Excellent customer service from Soho Home these days- it used to be terrible but I can't recommend them highly enough now.

I’ve had two terrible experiences at Soho home, first was a sofa I was waiting 12 weeks to arrive, 4 weeks before delivery someone from Soho home cancelled the order by mistake and said I would have to wait another 12 weeks for another sofa.

Second experience was a rug that on the week of delivery again after waiting 12 weeks, I was told they can’t get hold of the supplier and have no idea of the new delivery date.

If they can’t work with suppliers they shouldn’t try and promise customers items that will never be delivered.

So disappointing.

While the item I ordered was beautiful, it wasn’t the right size for my room. I can’t say enough good things about the customer service I received from Tiffany at SoHo Home and Natalie at Sean Phelan for a return that was a little out of the norm. The most responsive and helpful customer service experience I’ve had. They represent both of their companies very well.

Laura in Customer Support Services is exceptional and deserves a huge shout out! Brilliant customer service and is very responsive - a real professional and asset to Soho Home!

Bed Quality and Service

I ordered the Kaplan Bed in early September and unfortunately had a very disappointing experience both with the product itself and with the service provided.

On 12 September, the delivery company was unable to assemble the bed because the screw holes on the side parts did not align with the headboard. The bed had to be taken back immediately.

When I saw the headboard that had been delivered, I was profoundly disappointed with the quality. The screws of the construction were visible beneath the rattan, making the bed look cheap. The rattan weave itself was uneven and far less sturdy or elegant than shown in the photographs on the company’s website. This misrepresentation of quality was one of the key reasons I decided to cancel the order.

Today is 28 September and I have still not received a refund. Despite calling several times, I am repeatedly told that the refund will only be processed once the bed has reached their warehouse. This is unacceptable. Under consumer law, when goods are faulty or not as described, a customer is entitled to a prompt refund; it should not depend on the company’s internal logistics or the speed of their returns process.

Overall, this experience has been frustrating from start to finish: a product of poor quality, an unsuccessful assembly due to faulty construction, and extremely slow handling of the refund. I cannot recommend this bed or the service provided.

So impressed with the design, quality and customer service at Soho Home.

I ordered some beautiful cushions. One item did get lost but Laura was so helpful on resolving it and a replacement arrived the next day.

I would kit my whole house out in Soho Home if I could!!

The customer support has been incredible. We’ve designed almost our entire living room with Soho Home, and every time we needed help with a return or replacement, the team welcomed us and handled everything quickly.

We’ve had to return a fair bit of furniture, and every single request was resolved smoothly. Their support team is attentive and always finds solutions as fast as possible. Their delivery and installation partners, Wincanton and Castellan, are excellent as well.

Special thanks to Erin, Carol, Linda, and Anna!

Really nice experience ordering from Soho Home …Bea in the customer team was fantastic… really helpful and made sure my order was delivered as quickly as possible.

I had a query on a previous order which was a little complicated but was sorted by both customer services advisers I had contact with understanding and to my satisfaction. This also included assistance to apply my refund voucher to a further purchase. Thankyou

Urgently needed support with delivery of an order and huge thanks to Laura (support supervisor) for expediting this.

,Jill was very, helpful and resolved our issue with Wincanton the couriers with grace, efficiency and apolomb. Thanks so much indeed!

Sophie is super helpful and quick. Highly recommended.

Popped into Soho Home at Farmhouse yesterday and, as usual, Miguel was fabulous. I left with some beautiful soft furnishings (a bedspread and cushions I absolutely didn’t need but suddenly had to have 🙈).

Miguel is always such a joy – friendly, helpful, and genuinely hilarious. He always makes me laugh, which is such a refreshing change compared to some of the less engaging staff I’ve encountered in the past. Shopping with him is more like catching up with a friend than a sales experience. Honestly, he’s the reason we come back (the cushions are just an excuse 😉).

Shoutout as well to the lovely young girl who’s only been there two weeks – she was great too. More of that energy, please!

Miguel is a total superstar and an absolute credit to Soho Home. Nothing is ever too much trouble, and he makes the whole experience fun. Dangerous for my bank account… but worth every penny!

I ordered Hillcrest dinnerware and 3 of the cereal bowls arrived broken. I emailed customer service and Erin sent an immediate response and was super helpful. Erin had a replacement order of cereal bowls on the way the very same day!