Soho Home Reviews 822

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!

Excellent quality, speedy delivery, great customer service (Daisy in particular!).

Great customer service from Linda at SoHo Home. She was hugely efficient and helpful. Thank you!

One of my furniture pieces was delivered with some damage and Erin at customer support worked with me to get the issue resolved. I was very impressed with her and the company which quickly corrected the issue. I love all my pieces, so beautiful and well made. I look forward to living with my new furniture and purchasing more beautiful items.

contacted the chat and Adnan picked up my request. We had an issue with delivery costs and items, and he was incredibly helpful and reassuring throughout. Adnan took full ownership of the problem and, just two days later, came back with confirmation that completely resolved it saving us a few hundred pounds in the process. It was truly top-notch customer service from Soho Home, and I’m forever thankful.

I had candles delivered broken but soho were right on it I love soho products I dealt with Sophie and she was great

Sophie, from customer service was able to resolve my issue very fast and accurate to what I needed. Thank you very much, Sophie!

I recently renewed my Soho Friends membership, but it didn’t appear on my account. Erin was very kind and resolved the issue quickly. Great service, thank you!

Ordered two Ewan armchairs and upon arrival the buttons used for the upholstery were rusty. They sent Castelan the repair / assessment company to check and confirmed they cannot be fixed.
The green version of the chair which we ordered is no longer available and Soho home are unwilling to send the pink/peach colour as there is a price difference to what we paid. We’re now left with having to send the chairs back for a refund and having to find replacements.
For a brand that pitch themselves as high quality and exclusive, it’s clear from other reviews that the products are overpriced and not worth the inflated price.
Customer services, whilst responsive, weren’t overall helpful. They offered a £250 refund if we kept the chairs which is inadequate given they’re faulty and the expensive. All round disappointed and won’t be shopping with them again.

Update: no one has contacted me from Soho Home after the review despite the reply stating they would.

We had a few issues with the production and delivery of a made-to-order item but Anna from the support team has been a consistent and reliable point of contact throughout, providing regular updates and solutions.