We were seen to by Michelle in the Guildford store, she was fantastic and talked us through the whole process but let us get on and choose the sofa and colour and fabric but she checked in multipl... See more
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Staff member was helpful, listened to what we needed and advised us perfectly. We look forward to spending our first night on our new bed, mattress and pillows when they arrive.
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Honestly, I received the bag , couldn’t work out how to use it at first 😂. When I eventually did work it out, after pleading for help from the company in an email I sent them. I thought to myself tha... See more
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
Company replied
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
4.8
Excellent
152 reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 98% of negative reviews
Typically replies within 24 hours
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Great customer service
Great staff, who were very helpful and able to advise of all options.
January 3, 2026
Reply from Loaf - Guildford
Hi Nigel,
Thank you very much for taking the time to share your feedback.
I’m delighted to hear that our staff were helpful and able to clearly explain all the available options. Providing friendly, knowledgeable advice is very important to us and it’s great to know what came through during your visit. I really appreciate your support and hope to welcome you back again soon.
Kind regards,
Manny.
Helpful in store Not to pushy but made…
Helpful in store Not to pushy but made sure we were OK.
January 2, 2026
Reply from Loaf - Guildford
Hi Jackie,
Thank you for your review.
We’re glad to hear the team struck the right balance between being helpful and giving you space to explore comfortably.
Warm regards,
Cynthia
Well worth a trip to a store!
Went to the Loaf store in Guildford and the team were so helpful and knowledgeable about their products. Was great to try different sofas & be able to see all the amazing colour & fabric options.
January 2, 2026
Reply from Loaf - Guildford
Hi Kate,
Thank you for your review.
We’re delighted you found the Guildford team knowledgeable and enjoyed trying out the sofas and exploring the wide range of colours and fabrics.
Warm regards,
Cynthia
Irene was very helpful throughout the…
Irene was very helpful throughout the whole process. Hassle free shopping.
December 29, 2025
Unprompted review
Reply from Loaf - Guildford
Hi Mrs D
Thank you for your review.
We’re so pleased to hear Irene made the process hassle free and supported you throughout. We’ll be sure to pass this on to her.
Warm regards,
Cynthia
We had an amazing experience
We had an amazing experience! Our two dogs were welcomed in the show room. The team was incredibly helpful and we ended up purchasing our sofa instead of waiting thanks to their excellent service.
December 28, 2025
Unprompted review
Reply from Loaf - Guildford
Hi Mrs Kelly,
Thank you for your review.
We’re so pleased you had such an amazing experience and that both you and your dogs felt welcome in the showroom.
We can't to see you again!!
Warm regards,
Cynthia
Great Experience - no pressure
Visited Guildford Shack - had basic idea of which sofas we were interested in. Spoke to Joe and he helped immensely and expertly! We ended up with a sofa we hadn't even considered but fitted our requirements. Can't wait for delivery.
Thanks Joe - a credit to the company. company.
December 28, 2025
Unprompted review
Reply from Loaf - Guildford
Hi Chris,
We're so pleased to hear about your great experience in our Guildford Shack and that Joe's expertise helped you pick out your perfect Loaf piece.
He is absolutely an asset to the team and we'll be sure to pass along your kind feedback, I'm sure he'll be delighted to hear what a difference it made!
Thanks for choosing Loaf and we hope to welcome you back to our showroom again soon.
Warmest regards,
Ellie
Excellent
Joe, at the Guildford store, was excellent, so helpful, knowledgeable and just a great asset to Loaf. Thank you and can’t wait to get my new sofa!
December 28, 2025
Reply from Loaf - Guildford
Hi Lucy,
Thanks so much for your lovely feedback!
I'll be sure to pass along your kind words to Joe and the team at Guildford - I'm sure they'll be delighted to hear what a positive experience you had.
You've made a great choice with our gorgeous Bear Hug so I'm not surprised you're eagerly awaiting its arrival - we hope you love it!
Warmest regards,
Ellie
Loved the virtual appointment.
Loved the virtual appointment where the team were able to reassure me on whether the sofa would fit through a tight space.
In store ordering was hassle free, with everything explained.
Nice touch were the free mugs on ordering.
December 28, 2025
Reply from Loaf - Guildford
Hi Tanya,
Thanks for taking the time to leave us some feedback. I'm so pleased to hear that you found your virtual consultation helpful and that you were able to make use of the team's expertise to give you that extra peace of mind. I do hope you've enjoyed a Loafy cuppa or two in your new mugs!
Warmest regards,
Ellie
Superior quality - staff and products!
Every interaction (face to face in store and via email) has been high class. Attentive and informative but not pushy store staff and prompt and helpful responses via email. Great company to purchase from.
December 27, 2025
Reply from Loaf - Guildford
Hi Rachel,
Thank you for such wonderful feedback. We’re delighted to hear that every interaction, both in store and via email, has been such a positive experience. It’s great to know our team struck the right balance of being attentive and informative without being pushy. We really appreciate your kind words and your recommendation.
Warmest Regards,
Paris
I like it.
Great product. Informative and friendly in store. Relaxed and casual style.
December 16, 2025
Reply from Loaf - Guildford
Hi Simon,
Thank you for your kind feedback! We’re really pleased to hear you loved the product and enjoyed the informative, friendly, and relaxed experience in store. We’ll be sure to pass this on to the team, they’ll really appreciate it. We hope to welcome you back again soon.
Kind Regards,
Paris
Loafing around
We visited the Guildford store with our swatches in hand. We were helped by Penny. Penny was very helpful, knowledgeable about the products. I could not choose between a few colours and Penny got the larger swatches and draped them over a chair. We cannot wait to receive our 2 sofas, early March.
December 20, 2025
Reply from Loaf - Guildford
Hi Lynn
Thank you for your review,
We’re so pleased to hear you had a great visit to our Guildford store and that Penny was able to help you feel confident in your fabric choices. It’s lovely to know you enjoyed the experience, and we can’t wait for your two sofas to arrive with you in March.
Warm regards,
Cynthia
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
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