Willow and Hall Reviews 

Do not trust anything this company states on the phone. Get any commitments in writing. We were told that the company would hold the sale price on offer until the swatches had been received and a fabric chosen. Only three days after the sale end, we rang to place our order any pay. We were told, by a man who said he was the Operations Director, that firstly we should not have been made that offer, and secondly he would certainly not honour it. We asked if calls were recorded, which he confirmed, but would not use it to listen to the conversation. He then told us to go down the Small Claims Court route if we wished to take it further!

Ordering our sofa bed was very easy, we were able to choose a size suitable for our room. Quality is excellent , we chose firm seating which is just right for us. We don’t slouch, but if you do go for softer .
Delivery was exactly on the date and time. We had to reschedule , due to entry date of new home being delayed. This was effortless ,delivery company sorted it without any hassle. 5 stars all round.

Wonderful chair bed with quick delivery.
Customer service and communication was great from start to finish.

Our new sofa bed is beautiful. Looks great and is very comfortable. The craftsmanship and quality is outstanding. We were kept up to date with delivery timelines and service was excellent. Would highly recommend

Very happy with my purchase of the largest Appley sofa bed. Delivery was as arranged the delivery men v helpful.
Sofa bed comfortable as bed and sofa. Using in a separate garden room. Easy to put up and down. 👍

Easy to order, care regarding colour choice, delivery slightly earlier than anticipated. Excellent quality and exactly as described.

We are delighted with our two seater bed settee ....love the colour and style.
Ordering was easy....delivery within the time frame and delivered with care by two polite young men.
One small tiny fault on a back cushion in the fabric but it causes us no distress. !
Customer services responded quickly to my request for cleaning info should a disaster occur . Thank you.

The website was super easy to use. Product quality was of course second to none, and when I needed to change my delivery time, it was done so with a minimum of hassle and delay. We are so pleased with our products, and would not hesitate to use W&H in future, or to recommend them. Extremely good value for money.

Sofabed was delivered promptly within the estimated timeframe. Great quality & easy to operate.

However we were most concerned about your delivery men who were completely exhausted & had ,we felt, an unreasonable number of deliveries to make in one day travelling hundreds of miles.

Dealing with Willow and Hall was how you would like all on line shopping to go.
We bought the Downton 3seater sofa bed in Arizona fabric, feather wrapped foam cushions and the pocket sprung mattress.
The fabric is excellent and the colour just what we wanted
The seating is a little on the firm side we hope they soften a little.We haven't tried the mattress yet,it's only for emergencies. The whole thing feels quality, being honest it's the most expensive household item we've ever bought we are really pleased.The delivery service worked well plenty of communication and it came sooner than we expected . Overall a good experience.

Easy to order, all the details were included on the website. The option of ordering colour swatches worked perfectly and was greatly appreciated. The delivery went very smoothly and was well organised.
I would definitely look at using this company again.

Wonderful sofa!

We love the sofa. It's high quality, comfortable and spacious. We went into the showroom to have a look around and knew this would be the place for us. The sofa bed mechanism is great, as is the storage within the sofa itself. The sofa was also delivered with no drama, despite the size (Willow and Hall helpfully tell you what measurements are required for doors / hallways etc. to ensure that the sofa will fit). All in all, an excellent sofa and excellent customer service too. Thanks!

I ordered a three and a half seater sofa and one armchair from Willow and Hall. I received them very quickly and they are just as expected. Communication was good. The delivery was well arranged and communicated. Their range of colours and materials is impressive. I am very happy with my purchase and had a very good experience with this company.

I spent quite some time looking for a decent sofa bed and then found Willow and Hall. The ordering process was really easy with lots of options and they even sent me a material sample after I forgot to ask for one.
Delivery was straight to the intended bedroom where they unpacked and took away all the packaging.
The sofa bed is easily as comfortable as a fixed bed and is really easy to pull out and assemble.
A really nice experience.

The whole experience with Willow & Hall was so easy and I absolutely love my new sofa bed. From the minute I visited the website I’ve had a five star experience - they even sent me a fabric swatch to ensure I was happy before processing the order. The sofa is so well made and looks fantastic in my spare room. Although I have yet to sleep on the bed, I’m confident that whoever stays will have a great nights sleep!

We purchased two sofas and an arm chair three years ago from Willow and Hall. Initially we absolutely loved them and thought the whole customer service experience and delivery was great. Two and a half years on, the cushions were sagging and not supportive at all. We had opted for the reflex foam. We expected that it would last longer than that but Willow and Hall would not give us any discount towards having to replace the foam in the cushions. We decided to go ahead and buy them, or we would have had to buy new sofas. As soon as the new infills arrived we could tell they were far inferior to the ones we had originally purchased. After ten days they were just sagging and so uncomfortable. Willow and Hall agreed to refund us as we were within their 14 day no quibble returns policy. They said we could keep the infills (they wouldn't have been able to resell them anyway) and they were no use to us. They did confirm they had switched suppliers since we purchased our sofas, but said it still met their specifications. We then had to source our own infills, which are massively better quality and £120 cheaper. We think Willow and Hall should be thinking less about cutting their costs and more about whether existing customers will return. The only reason that I have given two stars instead of one is that the man we spoke to in the customer service team could not have been more helpful.

Very good communication during the process. The delivery company informed me about dates, etc... and helped me with a challenging delivery (my hallway is very narrow). They did it perfect and quick.

Includes W&H response and my response back.

I bought Ashwell 4-Seater Right Chaise Storage Sofa Bed in September 2025. I ordered the Reflex Foam filling which is described as Firm and bouncier (rather than sinking). The sofa we received was not firm and, when seated, there is a high level of sinking and also sloping on the cushions.

I have previously owned a Willow & Hall sofa bed with the same cushion firmness and it was fantastic. More to the point, it was as described on their website.

Website description

Willow & Hall’s website describes the Reflex Foam as Firm. Exact text:

“If you prefer to sit a little more upright with a bouncier seat (rather than sinking down into the cushions) then we’d recommend you choose the reflex foam”

This description is inaccurate and misleading.



Willow & Hall action

After contacting Willow & Hall, they sent round a technician to review the sofa. The technician deemed the sofa to be ok. To be clear here, the technician did not even sit on the sofa here merely removed the cushions and covers to take a few measurements. To be clear, I am not stating there is a fault with the sofa such as a tear in the material or something similar. The issue is that the sofa should be FIRM and it is not so the tests carried out by the technician we pointless.



Willow & Hall follow-up

• Willow & Hall confirmed that there was no issue with the sofa and the issue was simply customer expectation.

• Willow & Hall refused to replace the internal cushion foam or investigate it further.

• Willow & Hall did propose that we return the sofa but, for us, this was not an option and we do actually like the sofa. The preferred solution was and still remains to replace the cushions with the correct material, reflex foam, as described on their website.

• Willow & Hall settlement time. This point is ridiculous as we have had the issue from day one. If anything, it is now worse.

• In response to my point that I have had a sofa bed previously from Willow & Hall, they confirmed that my previous sofa with the same foam specification was made by another workshop.

• Final email from Willow & Hall acknowledging the likelihood of a negative review. This doesn’t seem to be a problem for Willow & Hall.



Summary

• The test of the sofa was carried out by a third-party firm who test lots of different items, not only Willow & Hall sofas. I have no issue with the technician but the tests carried out didn’t really address our complaint. We have always known there is not a fault with the sofa but stand by the fact that the filling was the wrong filling or the description on the Willow & Hall is misleading and inaccurate

• The report makes no reference to actually testing if the cushions sink too much for a sofa cushion described and sold as firm

• Willow & Hall have not considered the fact that, by their own admission, their sofas are now made by a different workshop to the workshop who made my previous sofa

• The point-blank refusal to consider that there actually could be an issue here or replace the cushions was extremely poor customer service.

Reply from Willow and Hall

Apr 23, 2026
Hi Steve,

Thank you for your review. I’m sorry to hear you remain disappointed.

We arranged an independent inspection through Castelan (FurnitureCare Network), who are not connected to Willow & Hall. Their assessment confirmed the sofa is manufactured correctly and in line with specification, with the cushions showing normal settlement rather than any defect .

We do understand your comments on firmness. However, comfort is subjective, and reflex foam, while firmer than fibre, will still soften and settle with use. This level of give is considered normal and does not indicate the wrong filling has been used.
The technician’s role is to assess for manufacturing faults by examining the internal construction and materials, and no fault was identified in this case.

We also note your comment that you otherwise like the sofa. At the time of your complaint, we offered the option to return the item, which is the appropriate remedy where a product does not meet personal comfort preference but is not faulty.

As no fault has been identified, replacing the cushions would not change the characteristics of the product, as they are already in line with the agreed specification.

Based on the independent findings, we are satisfied the sofa is as described and free from manufacturing defect. We’re sorry it hasn’t met your expectations.

Kind Regards
Shaun
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Dear Shaun,

I am fully aware that you offered a refund. Trust me, I wish I had taken you up on the offer.

My point here is that your sofa filling is not as described and the test carried out was insufficient. You should reconsider your product wording as it is misleading. Your Firm option is not firm. End of.