As always we had an excellent experience in Loaf Guildford. Chloe was fantastic; enthusiastic and knowledgeable about all the products and gave us time to ourselves but was on hand to help when requir... See more
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Have been wanting a loaf sofa for years. We were served by Poppy who was friendly, helpful and informative. Bought a new mattress too 😊 now waiting for the delivery; so excited
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When we visited Loaf in Guildford on thursday 30th April 2026, we were blown away by the customer service. The friendly bubbly chap that helped us was great, a real credit to your company. Definitely... See more
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Further to various emails on 15th September, two calls to customer service, a follow up email on 19th and two social media posts, still no one has bothered to pick up the phone to apologise or... See more
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Company details
- Furniture Store
- Bedroom Furniture Store
- Furniture Accessories
- Home Goods Store
- Living Room Furniture Store
- Sofa Store
About Loaf - Guildford
Written by the company
Welcome to our Laid-Back World!
We make ridiculously comfy sofas and beds and lovely laid-back homewares to help people lead happier, more relaxed lives. We're champions of comfort and craftsmanship and use old-school know-how to make our wares. In fact, all our sofas and upholstered beds are made right here in Blighty. We've got a choice of over 150 kicked back colours across nine feel-good fabrics. You can help yourself to free swatches on our website. Don't forget to swing by one of our slowrooms to rest-test our range or give our team of Loafers a call, we're always happy to help.
NEW ARRIVALS SWATCHES SLOWROOMSLoaf
Written by the company
Contact info
Unit 6A Tunsgate Quarter, GU1 3QY, Guildford, England, United Kingdom
- 02031418300
4.7
Excellent
141 reviews
Replied to 99% of negative reviews
Typically replies within 24 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Top products and top service
The Guildford shack is great. Joe who looked after us is professional, friendly and helpful, a credit to your company
December 20, 2025
Reply from Loaf - Guildford
Hi David,
Thank you for your kind feedback! We’re delighted to hear that your experience at the Guildford store was so positive and that Joe was professional, friendly and helpful. We’ll be sure to pass your compliments on, he’ll be thrilled to hear it!
Warmest Regards,
Paris
Perfect sofa experience
We already own a couple of beautiful clever velvet Loaf sofas , so knew exactly where to go for our new sitting room sofas…the Guildford shack is fantastic with plenty of styles available to see and practice loafing about on! Seren was wonderfully helpful and really helped us pin down what we were looking for in terms of style and colours. So pleased we went a couple of times to check our choices as it’s a big long term investment that is difficult to do online without assistance. Thank you Seren and the Guildford team.
December 17, 2025
Unprompted review
Reply from Loaf - Guildford
Hi Lisa,
Thank you so much for your kind words! We’re thrilled to hear that your experience at the Guildford store was so positive and that Seren was able to help you find exactly what you were looking for.
It’s fantastic that you took the time to try out different styles and colours, making a long-term investment like this is definitely worth it. We really appreciate you sharing your experience and for choosing us again for your new sitting room sofas.
We hope you enjoy many happy years “loafing about” on your new sofas!
Warmest Regards,
Paris
Very disappointing experience
Very disappointing experience
We ordered two large sofas with a confirmed pre-Christmas delivery date. Unfortunately, we were contacted the day before the scheduled delivery to inform us that one of the sofas had been lost in transit. To compound the issue, the second sofa arrived damaged.
I attempted to contact Loaf’s customer service management team to discuss the situation; however, I was advised that they were unable to speak with me at that time due to technical issues with their headset. I then spent the following 24 hours sending multiple emails in an effort to obtain an appropriate resolution.
December 16, 2025
Reply from Loaf - Guildford
Hi Danny
Thank you for your review,
I’m really sorry to hear about this experience and the issues with your sofas. This is clearly not the level of service we aim to provide.
I can see that the team is already in touch and trying to get it resolved for you.
Warm regards,
Cynthia
Great experience!
Visited the Guildford store with my shortlist of sofas. Seren was brilliant. So friendly and helpful. Really
pleased I made the trip to sit on the various sofas. Excited to get my new sofa and love seat now!! 🩵
December 16, 2025
Reply from Loaf - Guildford
Hi MsKi
Thank you for your review,
We’re pleased to hear you had a great experience in our Guildford store and that Seren was able to help you find the right sofas.
It’s always worth having a sit, and we’re excited for you to receive your new sofa and love seat!
Warm regards
Cynthia
A 6 month long comedy of errors - if you have a sense of humour left after this!
Our experience with Loaf has been pretty shambolic from start to finish.
Great customer service in store (Guildford) but then a computer system change saw our original order lost in the ether, which we weren’t informed about until a week before we expected delivery - so a bit like a game of snakes and ladders, we slid to the start again! 16 weeks later ……
After a few failed delivery shenanigans for a loan sofa and then collection of said loan sofa and then final sofa delivery - we were onto about 4 days of rearranged work/ etc by this point - our very expensive and much-awaited sofa arrived - damaged.
You couldn’t make it up! It was an even sided L Shape and one of the connectors was completely sheered off so it moved every time you sat on it.
So another 2 week wait for them to come out and retrospectively fix it, and steam all the lines out of the material - and it still wasn’t great. Still came apart when you sat on it - so we waited for another fix and an extra (although shouldn’t be needed) connecter to be fitted.
The sofa was still not great - still came apart when you sat on it, still the two pieces weren’t aligned at the back - so we reluctantly agreed an exchange.
You guessed it - ANOTHER 8 week wait for the NEW new sofa. So that’s now 24 weeks - ergh!
The NEW new sofa arrived today and so far - so good. The two pieces align, it’s stays together when you sit on it, this one has no lines on the material. Maybe FINALLY after about 6 months - this is it!
The Wincanton Delivery Teams, the Loaf Delivery Teams and the company that come out to do the repairs have all been fab - but what I’ve told them about our experience makes them all say that I’m not the first customer with this experience.
Overall - it’s been a slog. Many many hours on hold to Loaf, many many promises not fulfilled and just one cog never talking to the other and leaving the customer on the other end very frustrated.
Would I use Loaf again - probably not. I just don’t have time in my life for the admin involved in trying to buy their product!
December 9, 2025
Unprompted review
Reply from Loaf - Guildford
Hi Jessica,
Thank you for taking the time to share such a detailed account of your experience. While I’m very glad to hear that your NEW sofa has finally arrived and is as it should be. I’m truly sorry for the long and frustrating customer experince it took to get there. This is absolutely not the experience we want any customer to have.
Thank you again for your honesty. I’m grateful you stuck with us through a very bumpy process and I’m relieved that the final sofa is up to the standard you expected from the start.
I am personally looking into your case to make sure this does not happen to any of our consumers. I will contact you.
Warm regards,
Manny.
Great online service
Great online service. The website was really easy to use. And the process of making a purchase was painless. The store staff in Guildford were really helpful and I am really looking forward to receiving my chair in due course.
November 29, 2025
Reply from Loaf - Guildford
Hi There,
Thank you so much for your lovely feedback! We're delighted to hear that you found the online experience smooth and easy and that the Guildford team was helpful too.
We hope you love your new chair when it arrives. If you need anything in the meantime, we’re always here to help!
Warmest Regards,
Paris
We've ordered a few time from loaf now…
We've ordered a few time from loaf now and always found it very easy and straight forward. Both times we have visited the Guildford shack and the staff there are so friendly and helpful with all the questions we have had.
Same for the delivery - it is always easy to book and super straightforward.
I would recommend loaf products to anyone - the products are such good quality.
December 3, 2025
Reply from Loaf - Guildford
Hi Elly,
Thank you so much for your lovely feedback! We’re absolutely delighted to hear that you’ve had such consistently smooth and straightforward experiences with us. It’s wonderful to know that the team at our Guildford Shack have been friendly and helpful during your visits, we’ll be sure to pass your kind words on to them.
We’re also really glad to hear that your deliveries have been easy to arrange and hassle-free and that you’re enjoying the quality of your Loaf pieces.
Thank you again for your recommendation, it truly means the world to us.
If there’s ever anything we can help with in the future, we’d love to hear from you!
Warmest Regards,
Paris
Five stars!
Staff are extremely friendly and helpful. Thank you to Joe and Serena for all their help over multiple visits! We finally made a choice! Thank you again!
December 2, 2025
Unprompted review
Reply from Loaf - Guildford
Hi Matt,
Thank you so much for your kind words! We’re delighted that Joe and Serena were able to help you over multiple visits and that you’ve finally found the perfect choice. We hope you love it and we can’t wait to welcome you back again soon!
Warmest Regards,
Paris
Chloe
Chloe, the wonderful Black staff member in the Guildford shop, was just amazing. Without her help I don't think I would have left the shop without the sofa I bought. I had walked around the shop for quite some time with none of the other staff offering to help. Until Chloe stepped into help. Also loved the layout of the shop. And the sofas are to die for.
November 23, 2025
Unprompted review
Reply from Loaf - Guildford
Hi Sara,
Thank you so much for your lovely feedback! We’re thrilled to hear that Chloe was able to step in and provide the support you needed, we’ll be sure to pass on your kind words to her. She’ll be delighted to hear how much of a difference she made to your visit.
We’re also so pleased that you enjoyed the shop layout and found our sofas irresistible! Your message really made our day, and we’re so glad you left with a sofa you love.
Warmest regards,
Paris
The best sofa of all my life.
The best sofa of all my life.
Super comfortable. True to it's colour and material of fabric.
My cats actually hate the velvet which was fundamental for us. They cannot scratch on it and they refuse to sit on it, which could not be better!
Delivery was really smooth and easy.
October 3, 2025
Reply from Loaf - Guildford
Hi Helly,
Thank you so much for your wonderful review!
I’m thrilled to hear that your new sofa is the best you’ve ever had and that the colour and fabric are exactly what you expected. It’s great to know it’s both super comfortable for you and not so appealing to your cats, sounds like a win-win!
I’m also glad your delivery experience was smooth and easy.
Thank you again for sharing your experience and for choosing us! Enjoy your new sofa!
Warm regards,
Manny.
Good customer service
Good ordering system and when we visited the Guildford store it was very welcoming
November 18, 2025
Reply from Loaf - Guildford
Hi Mo,
Thank you so much for your kind feedback!
We're delighted to hear you found our ordering system easy to use and that the team at our Guildford store made you feel welcome. We really appreciate you taking the time to share your experience and hope to see you again soon!
Warmest Regards,
Paris
Great advice from the assistant at the…
Great advice from the assistant at the Guildford branch and following that bought an outlet stool and it arrived in 48 hours! So speedy
November 17, 2025
Reply from Loaf - Guildford
Hi Suzy,
Thank you for your lovely feedback!
We are delighted to hear how speedy your footstool arrived, thanks to the advice from the Guildford Shack.
We hope you love your new footstool!
Warmest Regards,
Paris
Excellent customer service
Only popped in to look at some fabrics for cushions to go with our much loved Loaf sofas - the customer service from Chloe was so good without being pushy. A good experience.
November 21, 2025
Reply from Loaf - Guildford
Hi Sarah,
Thank you so much for taking the time to share this lovely feedback! We’re delighted to hear that your visit was a positive one and that Chloe was able to help you in such a friendly and supportive way. We’ll be sure to pass your kind words on to her, it will mean a lot.
We’re so pleased you’re still enjoying your Loaf sofas, and we hope you find the perfect fabrics to go with them. If you need anything else, we’re always here to help.
Thanks again for popping in and for your thoughtful review!
Kind Regards,
Paris
Immediate and helpful advice
November 17, 2025
Reply from Loaf - Guildford
Hi Caroline,
Thank you so much for your feedback! We're really glad to hear that you received immediate and helpful advice. If you need anything else or have any further questions, we’re always here to help.
Kind Regards,
Paris
Love my sofa and love seat
Have received my order after ordering in Guildford shack (they were great). The sofa and chairs are stunning. I’m sooooo pleased with them. Everything was on time and delivery was great.
Unfortunately the footstool does not match in colour (we think a different batch of material) but having spoken to a very friendly and helpful customer service member, everything is getting sorted. I do think it’s a bit unfair that I have to wait for the whole making process again which at the moment is 11-13 weeks (my initial order was only 6-8 weeks). Perhaps loaf could consider a “skip the queue” option for when an error has been made?
Having said this, I would still order with loaf again… in fact I’m making plans for an armchair as we speak!
November 19, 2025
Reply from Loaf - Guildford
HI Anna,
Thank you for your review,
We’re thrilled to hear you love your new sofa and love seat, and that the Guildford team and our customer service team were able to help.
We're sorry the footstool didn’t match, but pleased it’s now being sorted. We understand the frustration with the wait time and appreciate your thoughtful feedback it’s something we’ll certainly pass on. Delighted you’d still choose Loaf again
Warm regards,
Cynthia
Sofa shopping
Really helpful but not intrusive member of staff who I think was called Seren. She gave great support and answered questions when we had them and helped to confirm our choices whilst giving us different options.
November 8, 2025
Reply from Loaf - Guildford
Hi Mrs Griffiths,
Thank you for your lovely review
We’re so pleased to hear that Seren was able to offer helpful, supportive guidance without being intrusive.
It’s great to know she could answer your questions and help you feel confident in your choices.
Warm regards,
Cynthia
The whole experience of purchasing our…
The whole experience of purchasing our new sofa bed was wonderful. Chloe K was so helpful and kind and it was such a pleasure dealing with her. We cannot wait to get our new sofa bed. Guildford team are amazing and should be praised for their in depth knowledge.
November 14, 2025
Unprompted review
Reply from Loaf - Guildford
Hi Samantha,
Thank you for your wonderful review
We’re so happy to hear Chloe made your experience such a pleasure, and that the Guildford team impressed you with their knowledge. We can’t wait for you to receive your new sofa bed
Warm regards,
Cynthia
Lovely Loafers at the Guildford Shack
The Loafers in the Guildford Shack were very knowledgeable, friendly and professional but not pushy. Well laid out with many sofa designs to look at.
Water provided and child friendly with colouring to do. I thought the free Tunnocks teacakes were a nice touch!
November 10, 2025
Reply from Loaf - Guildford
Hi Lucinda,
Thank you so much for your lovely feedback!
I’m delighted to hear you enjoyed your visit to our Guildford Shack and that our team made you feel welcome and comfortable. It’s great to know you appreciated the range of sofa designs, as well as the little touches like the water, colouring for the kids and of course the Tunnock’s teacakes!
We look forward to welcoming you back again soon.
Kind regards
Manny.
Good customer experience
Helpful customer service and information. Lovely sales person who couldn’t have been more helpful
November 8, 2025
Reply from Loaf - Guildford
Hi Rachael,
Thank you so much for your kind feedback! We’re delighted to hear you received such helpful service and that our sales team made your experience a great one. We’ll be sure to pass your lovely comments along to the team.
Kind Regards,
Paris
We had a wonderful warm welcome…
We had a wonderful warm welcome entering the store, with a good jolly helpful gentleman assisting with my rug choice.
Checking stock levels, offering to order and gave me return information if I am not happy when it arrives and in place.
Would be happy to return to the store again.
November 5, 2025
Unprompted review
Reply from Loaf - Guildford
Hello Mrs McKay!
We’re thrilled to hear that you received such a warm welcome in our store!
It’s fantastic that our team was able to assist you with your rug choice and provide you with all the information you needed.
We can’t wait to have you back in the store again soon!
Kind Regards
Jasmin
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