Soho Home Reviews 822

I recently ordered an ice cube bucket made from red marble. A beautiful object. Yet when it arrived the container inside the bucket which made of glass was broken. I informed the company that it was ok. I could do without a replacement as long as they could give me the dimensions so that I could order a container made of brass or inox form someone else. I was very impressed and surprised to receive a replacement of the whole order. Thank you Soho Home!

Ordered a portable lamp. Packaging was very basic, and the product felt very cheap for the price. The aesthetic is nice but quality of the product itself and the light it gives off leaves a lot to the imagination.

Excellent friendly and very efficient customer service with Anna.

A lot of lies told by Soho Home.

So after 16 days and counting, NO ONE has reached out to explain when they would replace the very expensive bar which came damaged. They said here on Trust Pilot that they would but they did not. Awful

Worst customer service ever. I spent more than £10,000 in furniture and they do not deliver per the confirmed delivery terms, instead they invent excuses because they do not have items ready by the delivery date and customer service staff are rude and hang up the phone on customers. General management are not helpful either as they do not provide clear responses when matters are escalated to them. Nobody knows where my furniture is and nobody takes accountability for the delays. Last time I buy at Soho Home. Avoid.

I ordered several lamps in April for shipment to France and have been dealing with a nightmarish customer service experience ever since (I am writing at the end of July). The company is not able to organise a DHL shipment to the EU correctly, so items keep getting returned to their warehouse - usually without me being notified. I finally offered to receive the lamps at a UK address instead, which they also haven’t been able to sort out for over a month. Every email starts with an apology and a promise to do better, but that is ringing very hollow when the same issues appear again the next time round. There is a complete lack of communication between the different departments it seems and a refusal to take responsibility. 3 months in, nobody has had the thought to offer any kind of commercial gesture. There is no doubt that this will be the last time I ever purchase anything at this company, having spent significant money on furniture there in the past.

Linda was completely brilliant, helpful, and fast.

Anna has been so kind and prompt in resolving my order issue. Very responsive via email and always professional throughout our exchanges. Thanks so much for the excellent support

Linda was brilliant. Really helped us with pricing on an order. Thank you!

Anna in their service team was top notch. Super helpful, super responsive. Excellent buying experience.

Anna at Soho Home Support was fantastic. She was quick to respond, listened to our concerns and addressed them leaving us feeling very good about our experience with Soho Homes.

Fantastic customer service, they went above and beyond to try and get the furniture to me in time for a family gathering. Very impressed and thank you.

I bought a beautiful chandelier in September 2024, made up of 6 glass globes, which I’m really happy with. Unfortunately one of the globes got smashed during Christmas 2024 festivities and almost 7 months later I’m still not able to buy a replacement globe or get any indication when I will be able to get one. So I’m stuck with a not-so beautiful chandelier, seemingly for the foreseeable future! It never occurred to me that this would be a possible outcome and has completely put me off buying any more lights as part of my refurbishment project.

Great products let down by using DPD - an appalling useless delivery company.

We recently received a broken light. It was only discovered a long time after it was delivered but Sophie at Soho House dealt with the issue fantastically, profesionally and generously. Excellent customer service and a credit to the business, thank you Sophie.

5star customer service

You cannot fault the after service at soho home.
Adnan you were kind, helpful and resolved all my issues swiftly and promptly.
Thankyou.

We purchased a Rivas bed that had some minor issues, which we didn't spot until we assembled the bed in Dublin. Sophie was incredibly helpful and managed to find a local Castelan representative who happily resolved them.

My experience with Soho Home so far has been excellent. Customer Service staff, in particular, Adnan, are very efficient and extremely helpful when placing my order. I look forward to receiving my goods!

Many thanks
Caran

Rosie in the Notting Hill store was very helpful and accommodating. We live in the US and had to do a lot of our furniture search remotely. She put together a really nice graphic design of the layout and offered a number of excellent suggestions that suited our taste and the size of the flat. Great experience overall!

Another experience of poor aftercare and customer service. Having ordered a item of furniture that arrived faulty it has taken 4 weeks for a response and the attempt to fob me off with a small discount on the item. Please please just send one that isn't faulty!