Do not use Loaf for your sofa!

[DissapointedBuyer]

Non-existent support once they get your order! You complete an access questionnaire but their transport partner (Wincanton) does not look at these when booking their lorries, my order (£6k+ worth) had to be returned to depot for a smaller van. Loaf take 2x weeks to book orders back into their warehouse before a new booking can even be remade, so I am left with no sofa (gave my old one to charity). Loaf does not seem to care, a complete lack of customer service. v12 Finance have now requested the payments as Loaf have informed them the item is delivered. After my damning TrustPilot review I get an email from Loaf PRIORITY CARE team promising an urgent update: 2x days passed and NO Update or response from that team. 8x days in total for an update and new delivery date, NOTHING from Loaf except silence!

Had similar terrible experience with them - after months without sofa. Hours on phone to customer services with always polite responses but lost count of broken promises. Three failed deliveries (ie not attempted) ended up going into store and refusing to leave until I had confirmation my order was cancelled and I would be refunded.
I left a scathing review - a lot of the positive reviews are from customers who visited showroom. Getting cross just writing this! Am sure they must have happy customers but I wasn’t one!

I third this. And I’ll add that once our sofa arrived we quickly realised it was one of the most useless sofas ever be created. The cushions sag and bunch after one use. We called the customer service to ask if this could possibly be correct-the back cushions in particular were nearly folded over in two after about half an hour of sitting on them. We were told this is normal and because they are natural feather filled we may need to plump and reshape them from time to time. From time to time to them clearly means every time you want to sit on it. And it’s not that easy because despite being totally under filled the cushions weigh a ton.
The only positive I can think of is that the clever velvet is as billed, very easy to clean when needed. And when it’s been pummelled it does look nice as long as no one tries to sit on it. Never again.

I hate our loaf sofas the feather filled seat cushions are still hard and uncomfortable even after 5 years and the frame has broken in one place. I feel such an idiot as researched them loads and the ones in the showroom were lovely and squishy!! I have had feather filled sofas before.

We cant afford to replace them and I feel so guilty as my DD has bone cancer and doesnt want to lie on the sofa downstairs as they are so uncomfortable.

Agree the only postive thing is they are easy to clean.

I actually had a really good customer service experience with them. The delivery driver literally fell off the back of the lorry (ouch!) and was taken to hospital so my sofa and chairs had to be moved to another lorry for delivery. The packaging got damaged in that move and it was a horrible wet windy day so the sofas ended up with some damp dirty marks. As soon as I reported it Loaf sent some one out to take a look, professionally cleaned what they could and replaced one chair which couldn't be cleaned. Since they were replacing it I chanced my arm and said I wasn't keen on the colour when I saw it in my room. They changed it and refunded the difference as the new fabric was cheaper.

When the replacement chair was
delivered it came with a mug and some
biscuits to enjoy as I sat in it. I got a call from
customer services to check I was happy with the replacement. I mentioned the mug and how nice it was. He instantly said "glad you like it. Because of all the inconvenience I'll put £100 credit on your account- go into store and get a full set of the mugs"!

UPDATE: Loaf are so crap they now expect us to wait until 22nd to get our sofa and wait 22x days from their failed delivery, that shows some contempt as well as process incompetence. Buy from somewhere, anywhere else with this level of support, or lack of.

I’d be posting all over their social media about this OP. Facebook, Insta, Tiktoc. The lot.