Willow and Hall Bewertungen 

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.

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