Soho Home Avis 

I purchased a rug ( size 200x300cm, costs 980€ and paid delivery fee of 388€ on top. Unfortunately I had to return the rug and Soho Home asked a return fee of 263,04€, in addition to the delivery cost they charged 388€. I was not allowed to use DHL or UPS as their fee including pick up from home was much cheaper than what soho home is asking me to pay. Paying over 600€ just for delivery and return cost and not allowing customers to be able to choose their own return courier is very unfair customer treatment.

-Fast response from customer service
-One item came broken because of mishandling of the shipping company and replacement piece was sent quickly
-Had problem with customs to return the broken piece, but Soho resolved the case

Soho home is our go to for interiors. Chloe in customer service has gone above and beyond chasing up orders, offering advice and helping to resolve any issues. 10/10 on all counts thank you.

Love the design of our SH bed but the slats are comically flimsy and cheap. Our mattress sags either side of the central structure. Not ideal for a £6000 purchase.

My husband and I ordered the Ashford sofa, which arrived damaged and in an absolutely terrible state with scuffs, visible staining, and ripped fabric. The sofa was delivered on June 12th and I immediately flagged this to the company; requesting a replacement sofa.

After multiple back and forth and promises of the issue being ‘escalated’ so far there has been no resolution and absolutely poor customer service with promises of responses and deadlines left unmet. We have spent around £16,000-£17,000 with Soho home in total (so far) and the lack of customer service and care is beyond terrible and disappointing. We would have purchased a lot more but will be holding off until matters are resumed.

Until this matter is resolved I cannot recommend Soho home whatsoever. The absolute lack of care/consideration is appalling.

Soho home has been with us, it seems, since we first bought our home. And they weren't just there to make the sale. They were there with helpful solutions even when one of our pieces was damaged from shipping.

From our living room and our bar to our dining table. Every step of the way, the Soho team has made our entire home design journey a comfort. The Soho Home team went way beyond our expectations... This is what customer service should feel like.

We want to give special thanks to our team in London, under the leadership of Samantha and Mathew in their Los Angeles showroom.

We couldn't be happier.

Ziggy & Jazz

I was trying to order furniture to the Isle of Man, which was not accepted on the website, so I contacted Soho Home and Erin manually input the full order and invited me to checkout online. All went very smoothly and the order is on its way. It would be great to add the Isle of Man to the website! Thanks

Great customer service really quick and sent new items without hesitation thank you so much

We placed many orders with Soho Home and are always pleased by their selection, their customer service, and their communication.

I have spent a great deal of money at SOHO home over the last few years, and have been incredibly happy with each item I’ve purchased. There was one occasion where I noticed some issues with a dresser, and Customer Service was so incredibly responsive, it was a reminder of why I always go back to SOHO home. Worth every penny. Service is top-tier. Highly recommend.

I recently had an issue with a furniture item arriving damaged, which is always a stressful situation. However, the team at Soho Home handled everything flawlessly and resolved the issue without any problem at all.

A special thank you to Sophie, who was an absolute pleasure to deal with! She was incredibly helpful, attentive, and made sure a replacement was sorted out quickly. It is rare to find customer service this seamless and supportive. I’m incredibly impressed and will definitely be shopping here again. Thank you, Sophie!

I had a poor experience with Soho Home. We waited for the rug we wanted to come back into stock. Ordered when it did and fixed the delivery date. Received a slot from the courier - which we needed to change and called them to find out that Soho Home had cancelled our order. No comms from Soho Home, had to call them to find out that it's out of stock and they had cancelled the order.
Still waiting for any kind of email and waiting for a refund.
Really bad customer service here.

A very quick response to my query and a very helpful assistant.

The Previous PM on a project I inherited missed claiming a damaged product, he documented on our end but never sent the claim. The Soho team was so amazing in honoring their commitment to quality they were still willing to assist ensuring our client receives a pristine product. Customer service 5/5 and Solution 5/5

I purchased the Hypnos Mollies 1000 mattress. As a long-time Every House member, this was actually my first purchase from Soho Home.

The mattress itself is quite high quality - firm and isolates movement from a 2nd person which means the quality of the springs and craftsmanship are precise.

My experience with the actual shipment and delivery was poor. Admittedly, because I live in Lisbon, the delivery company from the Netherlands does not have a good delivery partner in Portugal. The mattress was sitting in a warehouse or perhaps the back of a truck in Portugal for about 2 weeks before it was delivered. Myself and the Soho Home team were chasing for a delivery date/time to be scheduled, which was not done. One day, without notice, a delivery company arrived to my apartment building with only 1 person to deliver the mattress. Me being 7.5 months pregnant, could not help the driver and I needed to ask a neighbour to help the single delivery person bring the mattress to the apartment. However, two-person delivery and assembly was contracted by Jan Krediet (the NL delivery company). On top of this, the mattress unfortunately arrived damaged on one side presumably because it was sitting bent in a warehouse/truck for so long. It's something I decided to live with to avoid returning the mattress.

What made my experience great (hence the 4 stars) is really the customer experience provided by the Soho Home team (I was supported by Linda). The team tried their best to track down the shipment (not their job) and when I explained how the delivery went, they refunded the entirety of the delivery fee, which I thought was very kind. I am quite pleased and grateful for Linda's professionalism and support, especially as my first experience ordering.

Hopefully the delivery companies improve their service as I would really like to order more from Soho Home!

Exceptional customer service (thanks to Carol and Linda!). I noticed damage to a newly delivered armchair so went online to contact Customer Services. Thank you for having a real person handling the online chat as Carol reassured that a replacement would be sent as soon as I sent through supporting photos. Linda handled the process and helped in coordinating the collection and replacement delivery all happening on the same day. Very speedy and impressive customer service.

I accidentally ordered the wrong color pillow. Daisy was so very helpful tracking down my order and stopping it from leaving the warehouse. Daisy was professional, quick, and very courteous.

There was an issue with the delivery of an item from my order. It has arrived broken. I spoke to Gabrielle from customer service about it who was very understanding and helpful on the phone. Once I had sent her the email with the photos of the broken item within less than an hour she had it replaced and organised the delivery to my home.
Amazing customer service from Gabrielle and Soho Home!
Thank you very much indeed!

Further to a review I did about Carlisle bedside tables, it has now been over 10 days since they delivered a broken one and we are still awaiting a replacement. Having gone back and forth with customer services, being told that they are looking into this as a matter of urgency I am sorry to say that there has been no resolve and it feels very unlikely that they are taking this seriously. Whilst the lady dealing with us has been amenable, it feels like she does not have the ability to provide us with a solution and has very politely put us into a holding pattern.

We have tried to be as accommodating, even suggesting that we will accept a new drawer or at the very least for them to send someone out to fix the broken drawer. She has responded to say all three options are disable, however had not actioned any of them.

We keep getting told that the warehouse is doing quality control checks and that they are waiting for images. In my last email to them on Saturday, I asked (genuinely) how it takes 10 days for this to happen?

I would not recommend buying furniture from this company. As someone who buys online all the time, especially furniture, sadly they do not meet the customer service expectations. Severely disappointing and will be trying to recover the costs from our credit card company

Linda solved my problem immediately! Thanks Linda<3