Loaf

Utterly inept and unbelievably bad service.We ordered two sofas and a bed in March 2023 from the Edinburgh store. These were delivered in May after a delay. When they arrived the bed frame was split and damaged in a number of locations and one the sofas had a tear in it. Clearly there is not a competant quality assurance system in place.Two months later after a number of phone calls a new bed was delivered along with a new sofa, which was the wrong type.We're now into the end of September and another new sofa has arrived today with the wrong legs.Needless to say there has been a lot of phone calls and incompetence from 'customer service in the extreme. Loaf just don't seem to care about getting it right 1st or 2nd or even 3rd time. They also seem to have no desire to compensate us for their inability to fulfil our order, however, were more than happy to demand a lot of money, then deliver damaged and incorrect goods. Frankly, it could not get much worse.We would strongly recommend not buying from Loaf and feel exceptionally disappointed with their inability to resolve their disgraceful lack of service and care.

Loaf makes visiting their Edinburgh shop a delightful experience. Staff are knowledgeable, friendly and never pushy for sales. There was an informal but professional atmosphere with every detail thought about - for example small boxes to take away fabric samples. Not surprisingly our second visit ended with two furniture purchases.

Great showroom and dog friendly, however the customer service advisors could be so much more helpful and knowledgeable. Even though we asked 3 different people, we were not advised of the difference in prices of fabrics and had to ask lots of questions to get information instead of being taken through the process in a helpful way.

Fantastic space to show off a wide range of amazing sofas and furniture. Staff were exceptionally helpful and very attentive - in a good way. Useful collection of F&B paint samples to compliment the vast range of colour / fabric swatches to test and take away.

Dropped in today. Fantastic service, remembered us from a previous visit. Picked out 2 sofas, and delighted with the support and guidance in helping us with our choice. For what is a significant purchase, we are delighted with the end result.

My husband and I visited Loaf store in Edinburgh and couldn’t have been happier with the friendly, helpful and professional service we received.The store itself is impressive - all the sofas, chairs there to see and try and large samples of all the fabrics make choosing easier.Now looking forward to receiving our beautiful new sofas and chairs.

Visited the shack 3x so with family and 2 dogs. Very dog friendly so bring your dog, especially if you are traveling a long way. We came from Berwick upon Tweed. All staff who helped us were knowledgeable and patient. They are Mark, Marianne and the bearded viking (he's now working in TV production). I am furnishing a new house so I have bought a little at a time. The showroom is great as you can try all the sofas. I changed from the Jonesy to the Squisheroo after going into lots of details. Good that there's water available as we were there for over 3 hours each time. Pity there's no cafe as there isn't a decent dogfriendly one nearby so bring your snacks with you! I'm very happy with the bread table and bench but not happy about the lack of communication about the non arrival of the bed, drawer and mattress in the same delivery. Good thing we weren't planning on staying in the house! They were apologetic but it's really not good enough! No communication about a new delivery date so I called them. Admin, please support your sales team otherwise customers will go elsewhere when the furniture doesn't arrive! The Edinburgh shack is great!

My wife and I recently had the pleasure of visiting the Loaf store in Edinburgh for a furniture purchase, and we couldn't be happier with the entire experience. From start to finish, it was evident that Loaf is committed to providing top-notch service and high-quality furniture.First, the layout of the store and the selection of furniture within it are simply excellent. It's very well organised, allowing you to explore their wide range of furniture options with ease. It's clear that Loaf takes great care in on how they present their collection, offering pieces that are not only stylish but also comfortable and functional.One of the standout aspects of our experience was the exceptional customer service provided by the store manager and his staff. They were incredibly friendly and took the time to genuinely understand our needs and requirements. It's refreshing to deal with someone who is not just trying to make a sale but is genuinely interested in helping you find the perfect furniture for your home.Another nice touch was the provision of free material swatches. These swatches allowed us to take home samples and compare them with other elements in our new open plan home extension and kitchen renovation. It's these little details that set Loaf apart and make the buying process much more enjoyable and stress-free.Now, regarding the furniture itself. We purchased two large Brioche sofas and one Squishbag Occasional Chair, and the quality of build and materials is truly impressive. These pieces not only look great, but they also feel sturdy and comfortable. It's evident that Loaf takes pride in crafting furniture that's built to last and withstand the test of time.The only minor hiccup in an otherwise flawless experience was the delivery process. Unfortunately, the delivery people were not aware that the two large Brioche sofas needed to be assembled on delivery. It's a minor point, and while it would have been helpful for Loaf's communication to be clearer to them in this regard, it didn't overshadow the overall positive experience.In conclusion, we are delighted with our new additions from Loaf. The store's layout, the quality of their furniture, and the outstanding customer service from the manager all contributed to a memorable shopping experience. We wouldn't hesitate to recommend Loaf in Edinburgh to anyone in search of high-quality, stylish furniture for their home.

[UPDATE 27/07]: As per Loafs generic comment below about getting in contact from Mark, no such contact was made.Not a review of the straiton store but of Loaf as a company. The after sales experience is the worst I have ever had.They delivered me a sofa that was damaged on arrival (maybe by the fact they smashed my light in my hallway on the way in)?4 months later, sofa still damaged after promises to repair the sofa I have told Loaf to take the sofa back for a full refund, it’s simply not worth the hassle.Do not buy the ‘ready to go’ Large Bakewell Sofa in Blue Velvet, they will charge you full price for it even though it has been in my property for 4 months and it is damaged.See attached photos of the damage and what I think caused it: