This company is shockingly bad. After spending over £3500 on a sofa bed, the mattress needed replacing due to such poor quality. They would not assist me. The customer service team are not helpful,... See more
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Location
Switch locationAlbert Bygrave Retail Park, North Orbital Road, AL2 1DL St Albans, England, GB
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The whole experience was fabulous. The showroom is so lovely with water and snacks, the staff were attentive making sure you knew they were there but giving you space to look and not feel rushed or cr... See more
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Ellen made the whole experience effortless I can’t recommend Loaf highly enough, and a huge part of that is down to Ellen. From the moment I walked in, she was attentive, friendly, and incred... See more
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Having ordered some swatches online we decided we needed to visit a loaf ‘shack’ to confirm our thoughts and have a sit on our potential sofa purchase. On arrival Ellen took us under her wing and help... See more
Company replied
Company details
- Furniture Store
- Bedroom Furniture Store
- Furniture Accessories
- Home Goods Store
- Living Room Furniture Store
- Sofa Store
About Loaf - St Albans
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
Albert Bygrave Retail Park, North Orbital Road, AL2 1DL, St Albans, England, United Kingdom
- 02031418300
4.6
Excellent
127 reviews
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Replied to 99% of negative reviews
Typically replies within 24 hours
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Excellent & very professional service
September 27, 2025
Reply from Loaf - St Albans
Hi Clint,
We truly appreciate your kind feedback and are glad we could provide the level of service you expected.
Please let us know if there is anything else we can assist with.
Warmest Regards,
Paris
Siri was such a great help in helping me make an informed decision.
Very pleasant informative shopping experience
September 27, 2025
Unprompted review
Reply from Loaf - St Albans
Hi Jane
Thank you so much for taking the time to leave us a review
We’re so happy to hear that you found everything you needed to make the perfect decision. We totally understand that investing in a piece of Loaf is a big step, and we’re here to provide all the information you need to help you along the way!
We can’t wait to welcome you back again soon!
Warm regards,
Cynthia
Just desperate for help … and my sofa
Much like others on here right now, it seems like there is a very concerning issue with Loaf right now. How can a ‘system upgrade’ reduce a store of this size and reputation to this horrendous situation and dismal service where as a customer who bought their sofa in January and knows it is with Wincanton to deliver, cannot indeed get their sofa delivered, despite calling and calling and emailing for 3.5 weeks solid and I am still getting absolutely nowhere further than when I started!! I have spoke to at least five different people including at ‘head office’, however not one of them can help or do anything of value. It’s the same script, ‘sorry to hear your frustration, I’ll pass it on to the team to give you an urgent call back’. And then …. No call back. At this point I have been paying £10 per week to store it! I’m being charged whilst I wait and wait and getting fobbed of my equally sounding frustrated staff members.
My order number is SO901140. I never leave reviews like this but feel I’ve been given no other option at this point. It’s hard not to worry about what’s really going on at Loaf, having spent £4000 with you 8 months ago. As a desperate customer, PLEASE can someone help me!!!!!!!!!
September 4, 2025
Unprompted review
Reply from Loaf - St Albans
Hi Teresa / Megan,
It was good to talk to you just now. I'm so sorry we've been unable to get this order out to you faster, the length of the storage time has caused an issue on our system internally, but not to worry - we'll get this order out to you asap with a specialist delivery service next week as promised.
If you need anything else in the meantime, please don't hesitate to let me know. And don't worry, we'll get this all sorted for you.
Kind Regards,
Peter.
Avoid!
Customer service is unbelievably bad, and when I say unbelievable, I mean truly unbelievable for a so-called premium brand.
I ordered a new sofa on 10th August from the St Albans store (paid in full) with an estimated delivery date of the end of September. A week later, I emailed customer service to change the sofa colour, no reply. So then called customer service (on hold for 30 minutes before getting an answer), as you cannot call loaf stores, to change the colour of the sofa, the change was made, and this extended my estimated delivery date by a week.
A week later, I received a reply to my old email, saying the change of colour could not be made. I replied to this email with a screenshot of my confirmation that the change had been made, and to ask for double confirmation this had been done, and no reply.
I called customer service again a week later to advise them of the email exchanges, and they had no idea why someone at loaf emailed me to say the change couldn’t be made, and said the change had been made, but my delivery date has now been pushed to mid October. I of course was not happy with this, so asked to speak to a manager to understand why my order has been delayed again, and was told no manager was available to speak, and that they would call me. This was two weeks ago, and I have had no call.
I have been emailing back and forth to ask for an update and a refund until delivery (as loaf can now not tell me a delivery date) and have needed to chase each email I send two or three times before receiving a generic reply not answering any of my questions.
The final straw was today, when I called customer service (as you cannot call the stores) and was told there is no manager to speak to, and when I politely asked the customer service agent what they could help me with, they hung up on me.
I paid in full over a month ago for a very expensive sofa, and as of today have had no response and have no delivery date. Terrible!!
September 18, 2025
Unprompted review
Reply from Loaf - St Albans
Hi Zak,
Thanks for getting in touch, please accept my apologies. Having looked into this I can see our communication should have been clearer when you chose a new fabric in Mid August.
I've spoken with our production team, and can confirm that the making of your sofa is fully on track and on time and will ready at the start of October. By the end of next week you'll receive a booking link from our delivery partner to choose your delivery date.
One of my team will give you a call now, to go over any other questions you may have.
Kind Regards
Jasmin
Saw what I wanted online then went to…
Saw what I wanted online then went to see it in store. Staff so friendly and helpful and seeing it in person and the colours you can choose from made choice easier.
September 12, 2025
Reply from Loaf - St Albans
Hi Caroline,
Thanks a bunch for sharing your wonderful experience with us!
It’s fantastic to hear that you found what you were looking for and that our team was there to help make your visit enjoyable!
Can’t wait to see you again soon!
Warm wishes!
Jasmin!
Excellent customer experience
Having ordered some swatches online we decided we needed to visit a loaf ‘shack’ to confirm our thoughts and have a sit on our potential sofa purchase. On arrival Ellen took us under her wing and helped us work through our colour options and what potential contrasting cushions would look like. Having settled on our selections we rushed off to look at some rugs elsewhere(sorry) and then placed our final order for our new sofa and cushions when we got home. Visiting St.Albans was a huge plus and Ellen is to be congratulated for how she walked us through things.
September 15, 2025
Reply from Loaf - St Albans
Hi Louis,
Thank you so much for taking the time to get in touch and leave us a review. It's wonderful to hear that our Shack staff have done such a good job of assisting you through those difficult colour choices.
I'll make sure your kind feedback gets back to Ellen in St Albans, as I'm sure it will make her day.
Kind Regards,
Peter.
Great customer service
Great customer service. Lots of relevant information. Answered all questions.
Only improvement may have been to have more medium and love seats on display.
September 13, 2025
Reply from Loaf - St Albans
Hi Alison,
Thank you so much for taking the time to share your experience!
We’re delighted to hear that you enjoyed your visit to the store and found the process smooth and transparent. That's exactly what we aim for. We'll be sure to pass your kind words along to the team.
Thanks again for choosing Loaf. We hope you absolutely love your new piece!
Kind regards,
Manny.
Cushions loose the shape quickly
We brought a new sofa and we were really excited as it was a big investment to buy a beautiful loaf sofa.
After a few weeks we noticed the back cushions were loosing there shape. Each day this half d no matter how much we plumped them.
We complained and they sent a sofa tecnition to plump the cousins by basing them with his heads (exactly what we were doing every day) they reported there was nothing wrong with the sofa. We complained again and they refuse to listen to us.
Terrible customer service.
I would not recommend buying a load sofa unless you like miss shaped cushions.
I am happy to supply photos to anyone as proof
September 9, 2025
Unprompted review
Reply from Loaf - St Albans
Hi Nathan,
Thank you for reaching out to us and for taking the time to leave us a review.
I'm so sorry that your sofa is not comfortable and has not matched expectations. I can see that an independent technician from Emmiera attended your property and assessed the sofa for manufacturing faults. We rely on technicians reports to advise us of the best course of action when our customers experience issues with the items they have received. On this occasion the technicians have advised us that there is no manufacturing fault present in your sofa; my apologies.
Since there is no physical fault with the sofa or its seat inserts, there is very little we can offer you that might improve your experience - I'm so sorry about this.
If you believe this is an error, then I encourage you to contact us again at sos@loaf.com and we can look into the situation further.
Kind Regards,
Peter.
Helpful and patient
Was advised by a helpful, knowledgable member of staff. Patient and not pushy at all. Overall there was a great balance between having staff available to answer questions but not feeling monitored or pressured by sales staff. Really helped with the purchase.
August 31, 2025
Unprompted review
Reply from Loaf - St Albans
Hi There,
Thank you so much for your lovely review.
We’re so pleased to hear that you felt supported without any pressure during your visit, that’s exactly the balance we aim to strike. It's great to know our team was helpful, knowledgeable, and patient throughout, and that it made a positive difference to your purchasing experience.
We really appreciate you taking the time to share your feedback, and we hope you love your new piece once it arrives!
Warm regards,
Paris
As soon as we walked in we were greeted…
As soon as we walked in we were greeted by a member of staff who was helpful and knowledgeable about the products we were interested in. She was attentive to what we needed, offering helpful advice and guidance that we would have missed if we had not come into the shop. She gave us time to look around and was available when we needed to ask questions. We did not feel any pressure to buy which was refreshing. She was efficient when organising the order which made it very easy to purchase our sofa when we got home.
August 24, 2025
Reply from Loaf - St Albans
Hello Nicky,
Thank you for shopping with us.
Its great to hear that your visit to our Shack was easy as possible. We hope to see you again soon!
We will be sure to pass on youre kind words.
Thank you,
Sav
It’s was so refreshing
It’s was so refreshing, to be able to talk to someone in store. Work out a small issue, and be super pleased with my purchase. Keep up the good work, and don’t the let robots take over the people that actually make a huge difference.
August 24, 2025
Unprompted review
Reply from Loaf - St Albans
Hi Philip,
Thank you so much for taking the time to share your delightful experience with us regarding your visit to our Shack. It truly warms our hearts to hear such positive feedback!
We are thrilled to know that one of our dedicated Loaf team members was able to assist you in resolving a small issue. Our goal is always to ensure that our customers leave with a smile and a sense of satisfaction, and it sounds like we achieved that for you!
We wholeheartedly agree with you about the importance of human interaction in our service. While technology plays a significant role in modern retail, the personal touch provided by our team members is irreplaceable. Their ability to connect with customers and address their needs directly is what sets us apart and makes a real difference.
I will certainly pass along your kind words to the Shack team, as they will be encouraged to know the positive impact they have on our customers. Your feedback is invaluable to us and helps us continue to improve our service.
Once again, thank you for your thoughtful feedback and for supporting our commitment to exceptional customer service. We look forward to welcoming you back to our Shack soon, where we hope to provide you with another amazing experience!
Many thanks
Dipak
Loaf get everything right
I went into the St Albans branch which is always so friendly, clean and welcoming. I was enjoying browsing but needed a little advice and a lady was so helpful. Really wish I could remember her name! It was so not pushy, just informative, great advice and I left knowing I’d bought the right sofa for me. Loaf just get everything right - amazing sofas and brilliant service
August 23, 2025
Reply from Loaf - St Albans
Hi Lisa,
Thank you so much for taking the time to share your fantastic feedback regarding your visit to our St Albans Shack. Your insights are incredibly valuable to us.
It warms our hearts to hear that one of our team members was able to provide you with the assistance you needed while browsing. We strive to create a welcoming and friendly environment where our customers feel comfortable and supported throughout their shopping experience.
I appreciate your mention of the non-pushy, informative advice you received. Our goal is to ensure that every customer leaves feeling confident in their choices, and it’s delightful to know that you found the perfect sofa for your needs. Your satisfaction is what motivates us to keep improving our services.
I will make sure to pass along your kind words to the Shack team, as they will be thrilled to hear about your positive experience. It's feedback like yours that encourages us to continue delivering exceptional service and high-quality products. Thank you once again for your wonderful feedback—it truly means a lot to us.
Many thanks once again for your support and for choosing Loaf. We look forward to welcoming you back to our Shack in the future!
Best regards,
Dipak
Love Loaf
Love Loaf! Friendly and attentive staff. Great service and amazing furniture.
August 15, 2025
Reply from Loaf - St Albans
Hi there!
Thank you for taking the time to leave us a review, and thank you for your kind words.
It's great to hear that our wonderful Shack staff have left such a good impression, we'll definitely pass on your lovely feedback, thank you.
Kind Regards,
Peter.
Very helpful staff
Very helpful staff member Siri was informative and attentive. Good selection of sofas and fabric combinations.
August 14, 2025
Unprompted review
Reply from Loaf - St Albans
Hi Louise,
Thank you for your kind feedback!
We're thrilled to hear that Siri was informative and attentive during your visit. It's great to know you enjoyed our selection of sofas and fabric combinations.
We hope to see you again soon!
Warmest Regards,
Paris
Loaf makes furniture buying simple and…
Loaf makes furniture buying simple and easy. Staff are great after sales Perfik.
August 13, 2025
Reply from Loaf - St Albans
Hi Carol,
Thank you so much for your wonderful feedback!
We’re thrilled to hear that you found buying furniture with Loaf simple and easy and that our after-sales team has been great.
We’re always here to help whenever you need us, so please don’t hesitate to get in touch in the future.
Thanks again for choosing Loaf!
Warmest Regards,
Paris
Everyone is so helpful
Everyone is so helpful, the quality of sofa compared to others is so obvious!
August 3, 2025
Reply from Loaf - St Albans
Hi Martin!
Thank you for your wonderful review!
We're thrilled to hear that you find everyone at Loaf so helpful and that the quality of our sofas stands out to you!
If there's anything else we can assist you with, just let us know!
Best wishes
Jasmin
Very helpful support team
July 20, 2025
Reply from Loaf - St Albans
Hi Allan
Thank you for taking the time to leave us a review,
We glad to hear that our team are helpful and supporting, we love make sure that our customer feels supported at all time and our team are always here to help your through your journey with us at Loaf
Keep Loafing on!!
Warm regards
Cynthia.
Nothing squishy about the Squishmeister.
After previously buying a sofa and an armchair from Loaf, which we love, we purchased a ‘Squishmeister Corner Sofa’ 6 months ago and have been very disappointed. The sofa feels seriously over-stuffed, to the point where you feel like you’ll roll off. Loaf have sent people to look at this twice, but they just say there’s no manufacturing fault and there’s nothing they can do about it. We’re now going to have to spend a lot of money getting the cushions re-stuffed. Disappointing that they haven’t made any practical effort to resolve this. Nothing squishy about the Squishmeister.
July 20, 2025
Unprompted review
Reply from Loaf - St Albans
Thank you for shopping with Loaf!
We appreciate the time taken to leave us a review.
I'm sorry to hear the comfort isn't what was expected.
I can see two technicians have inspected your sofa and have concluded there are no manufacturing faults present.
We strive for the highest quality in our products. I am sorry that on this occasion this does not meet your expectations.
Kind regards,
Manny.
St Albans store visit
St Albans store visit
Very helpful staff, helped us make our final choice
Store layout is welcoming, all round good experience
July 15, 2025
Reply from Loaf - St Albans
Hi Michael,
Thank you so much for taking the time to leave us a review!
We’re thrilled to hear that our staff at the St Albans Store were so helpful. We truly enjoy making our customers feel welcome during every visit to our shack, and it’s wonderful to know you had a lovely experience with us.
We would absolutely love to see you again!
Wishing you a Loafy day!
Warm regards,
Cynthia
Great service!
Great service from Sari in the St. Albans Loaf location. So helpful and explained the process of buying a sofa very well. She couldn't have been more friendly or helpful.
July 9, 2025
Reply from Loaf - St Albans
Thank you for shopping with Loaf!
We appreciate the time taken to leave us a review.
Amazing to hear your experience in our Shack was swift, easy with our loving and caring Loafers.
We take pride and care in all of our service's, to deliver a premium standard
Hope to hear from you soon.
Kind regards,
Manny.
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