Many reviewers highlight customer service for fast, personal problem-solving by named agents. Several mention quick replacements and staff who stayed on the case. A smaller group reports defects, delivery mishandling, and refunds that still were not resolved. The result is a clear split between strong service praise and product/delivery complaints.
Examples from available reviews (Dec 2021 – Mar 2026).
Support team consistently provided outstanding service over many years.
“Absolutely outstanding service from the support team.”
Bed arrived of poor quality and refund remains pending.
“I have still not received a refund.”
Bed delivery was delayed and poorly handled, causing significant dissatisfaction.
“They did not ring my doorbell.”
Three cereal bowls arrived broken and were replaced the same day.
“a replacement order of cereal bowls on the way the very same day!”
Reviewers often call out specific staff members for taking charge and fixing problems quickly. Many describe same-day or otherwise fast replacements, along with polite, professional help. One review mentions no follow-up after a complaint, but that single note is small next to the many positive service comments.
Only a few reviews talk directly about price or value. When value does come up, customers point to design and perceived quality as reasons the cost feels justified. A handful of service cases led to billing corrections or savings, though these mentions are rare.
Several people describe efficient chat and in-store help that sped up ordering and returns. Delivery comes up as a pain point in multiple entries, including missed doorbell calls and delays that left customers unhappy. One in-store staff mention stands out as a positive retail interaction, but it appears only once.
Reviews include both praise for high quality and specific defects, such as rusty upholstery buttons and a bed described as poor quality. Several customers report receiving replacements for broken or damaged items, pointing to recurring shipping or manufacturing damage. At least one complaint flags a refund delay that remained unresolved.
Customers often describe communication as clear, focused on solutions, and backed by timely updates from support staff. Chat support and named advisors are repeatedly praised for quick responses. One report mentions no contact after a complaint, and it appears rarely.
Overall, reviews lean strongly toward high satisfaction with customer support, alongside a smaller but consequential set of product and delivery failures. Service teams often fixed problems tied to defects or shipping damage. Frequent praise for service, contrasted with less common but sharp quality and refund complaints, leaves impressions notably split.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (40) · Collected.reviews (1) · Quotes shortened · As of: March 2026
Gab helped resolve a membership discount issue very effectively.
“Gab was absolutely lovely in helping me get to the bottom of it!”
Gab provided thorough, above-and-beyond product information for an academic project.
“went above and beyond to provide product info”
No one followed up after my complaint despite company apologies.
“After my complaint, nobody contacted us.”
Sophie promptly and professionally resolved a damaged chair issue.
“Sophie at Soho Home was very professional and swiftly resolved the issue.”
Carol provided fast and helpful customer support.
“Carol is so nice, fast, and helpful!”
They are delighted with their furniture and Chloe assisted delivery conscientiously.
“a special mention for Chloe who was so helpful and conscientious as regards delivery”
Support team consistently provided outstanding service over many years.
“Absolutely outstanding service from the support team.”
Chat support was super responsive and resolved mailing issues.
“Super responsive and helpful in their chat.”
Customer service went above and beyond to meet a specific order request.
“Daisy & Gab from the customer service team went above and beyond”
Customer service responded promptly and professionally to minor issues.
“Excellent service. They respond very promptly and politely to address my concerns.”
Linda answered questions quickly and competently.
“Very fast and skilled!”
Bed delivery was delayed and poorly handled, causing significant dissatisfaction.
“They did not ring my doorbell.”
Gab resolved a delivery problem and products are beautiful.
“Beautiful products and outstanding customer service.”
Linda assisted efficiently and kindly with my query.
“Linda was super kind and efficient in assisting me with my query/issue!”
Tiffany promptly arranged a replacement for a broken vase, even late evening.
“replacement followed very quickly.”
Gab arranged a quick replacement for a broken item.
“arranged a replacement to be sent out super quickly.”
Customer service was great, particularly Linda.
“great customer service, especially Linda.”
As a developer, they've received excellent service and transformative furniture aesthetics.
“Their service throughout has been amazing”
Soho Home provided good communication and a solution-oriented response.
“Great communication and solution orientated response from Soho Home.”
Linda made returning mistakenly ordered items easy and responsive.
“Linda was super helpful in assisting with the return of some items I mistakenly ordered.”
Sophie provided outstanding aftersales support and sourced a replacement globe.
“outstanding customer service and aftersales support”
Bed arrived of poor quality and refund remains pending.
“I have still not received a refund.”
Design and quality are impressive and lost item was replaced promptly.
“a replacement arrived the next day.”
Customer support handled returns and replacements quickly and attentively.
“handled everything quickly.”
Bea in customer team was helpful and expedited delivery.
“really helpful and made sure my order was delivered as quickly as possible.”
Customer service resolved a complicated order query and applied a voucher.
“sorted by both customer services advisers I had contact with”
Laura expedited delivery support for an urgent order.
“huge thanks to Laura (support supervisor) for expediting this.”
Jill resolved a courier issue efficiently and professionally.
“resolved our issue with Wincanton the couriers”
Sophie was very helpful and responded quickly.
“Sophie is super helpful and quick.”
Miguel provided a friendly, fun in-store shopping experience.
“Miguel is always such a joy – friendly, helpful, and genuinely hilarious.”
Three cereal bowls arrived broken and were replaced the same day.
“a replacement order of cereal bowls on the way the very same day!”
Product quality was excellent with speedy delivery and good service.
“Excellent quality, speedy delivery, great customer service”
Linda provided efficient and helpful customer service.
“Great customer service from Linda at SoHo Home.”
Erin resolved delivery damage and the company corrected the issue quickly.
“very impressed with her and the company which quickly corrected the issue.”
Adnan resolved a delivery and billing issue saving several hundred pounds.
“Adnan took full ownership of the problem”
Candles arrived broken but Sophie resolved the issue promptly.
“soho were right on it”
Sophie in customer service resolved my issue quickly and accurately.
“resolve my issue very fast and accurate to what I needed.”
Erin quickly resolved an account membership renewal issue.
“Erin was very kind and resolved the issue quickly.”
Armchairs arrived with rusty upholstery buttons and require return.
“the buttons used for the upholstery were rusty.”
Anna provided consistent updates and solutions for a made-to-order issue.
“has been a consistent and reliable point of contact”
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarized without changing the content of reviews.
Soho Home is a retail brand that designs and sells furniture, lighting, textiles, and home accessories. Customers can shop online, and the company also runs physical showrooms for viewing and appointments. Product pages usually list materials, dimensions, and care instructions. Soho Home provides delivery and aftersales support, including returns and replacements, and shares product specifications for trade and consumer use.