Willow and Hall Bewertungen 3’984

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

We were very pleased with the service and product.
It was very helpful to have the fabric samples and our bed settee was exactly the same.

Came by Willow & Hall whilst searching for sofa beds online. They have an online proposition which meant buying a sofa without viewing it (although I understand they do have a small showroom in Twickenham). We were reluctant to buy a sofa without seeing it first but their website is very comprehensive with clear options for buyers to tailor make their own sofa. We were able to order fabric samples and I also telephoned them and were given clear answers to my questions. They also offer a refund if you're not satisfied with the purchase so we were happy to go ahead. The sofa bed was delivered early and we were delighted with the design, build quality and fabric. Overall a very good experience, good value for money and an excellent product.

Ordered 2 sofas from Willow & Hall and have been very pleased with service from start to finish. They arrived earlier than estimated date, and the delivery guys were very professional and polite. We did have an issue post delivery, but Jamie was quick to sort our problem out - thank you Jamie :)

Sofa was made much quicker than all the other company’s. And the delivery was on time and demonstrated by the delivery men

The material looks shaded/as if it's covered in dust, not a good look. The seat cushions move from their place when they are sat on, they move to the front of the frame, I am not happy with this bed settee at all, I'm disappointed.

Our sofa bed arrived prior to the 6 weeks quoted. Delivery was duly confirmed and 2 young men arrived on time and set up the sofa. They were very friendly and helpful. We are very pleased with the sofa bed and I would recommend Willow & Hall to friends and family.

well organised order,prompt and helpful samples, product available ahead of expected time, very good and kind telephone advice and excellent delivery team . Sofabed is of high quality.

Very comfortable and cozy sofa. delivered in time

Not only do I love my sofa (material is stunning and feels incredible), the customer service team were amazing when I asked for something and really pulled it out the bag for me.

great product delivered exactly on time by two excellent guys

Great sofas and truly fantastic delivery team!!!!! I was really impressed.

We've bought two items from Willow and Hall now. Fantastic quality for a good price!

Really easy ordering online from start to finish. I had to make a change in colour of Sofabed which was done without any fuss. Sofabed looks good and overall feels like very good quality. It's also a lovely design. Delivery was also on time and they notified me prior to delivery, which is great as I work fulltime. Good experience all round Thank you.

This company is a rare find, stunning quality hand made sofas at great prices, and nothing is too much trouble.
Happily agreed to make and supply side cushions in place of scatter cushions.
We bought two Foxham sofa’s in Evergreen velvet, with hollow fibre seat cushions and they’re lovely to look at and super comfortable. We did have a small issue but this was resolved speedily and with great communication throughout. This company are quite simply head and shoulders above the likes of Loaf. Highly recommended!!!!

Sorry to say this as the customer service was lovely. Our sofa is the most uncomfortable one we have had. We bought this without trying out the sofa , so we are also to blame. The seat cushion is short in width to sit properly, despite not having long legs. It's very uncomfortable.

I am patting myself on the back for ordering our new sofabed from Willow & Hall. It is really comfortable to sit on and guests have had a great night's sleep on it. Willow & Hall offered many choices including style of sofa/sofabed, fabric texture, colour and cushion fillings - and it is seriously well-made!
Ordering was easy,and i was informed that delivery would be a week earlier. Despite a slightly awkward turn from the front door into the living room, it was delivered with real care and attention.
I am so chuffed with our new sofa/sofabed!

I am so pleased with my little sofa. I really love it. It has been beautifully made and the dark blue velvet fabric feels smooth and luxurious. The customer service staff were courteous, helpful and efficient. I was kept informed by email throughout the whole buying and delivery process. I wanted to buy a sofa from a British company and was not disappointed. I would highly recommend Willow & Hall.

Easy ordering system and the product didn’t disappoint. Great service and a great sofa.

BIT CRAP. Terrible delivery service, messed up my hall and refused to take it in first door and then we got it through (with ease) refused to take it through 2nd door. Was very straight forward delivery but they were completely incompetent. Customer service OK although not great. gave up in the end and got sofa from elsewhere, dont have time for rubbish service.