Customer feedback for Soho Home highlights consistently strong, named customer support and clear communication in many cases, with multiple reviewers noting fast replacements and helpful staff. However, product quality is mixed: several customers reported damaged or faulty items and at least two cases describe assembly or manufacturing defects. Refunds and returns processing are a recurrent pain point for a minority of reviewers, particularly for larger items where refunds were delayed or compensation was disputed. Prospective buyers should review delivery and returns policies, inspect items on arrival, and keep records when contacting support; mentioning named staff or case references may speed resolution based on reported experiences.
Examples from available reviews (Dec 2021 – Feb 2026).
Bed arrived of poor quality and refund remains pending.
“I have still not received a refund.”
Armchairs arrived with rusty upholstery buttons and require return.
“the buttons used for the upholstery were rusty.”
Sophie provided outstanding aftersales support and sourced a replacement globe.
“outstanding customer service and aftersales support”
Design and quality are impressive and lost item was replaced promptly.
“a replacement arrived the next day.”
Most reviewers describe responsive, named staff and fast problem resolution; a small minority report slow refunds or unresolved return cases.
Opinions split: some customers benefited from saved costs or voucher use, while others called items overpriced or criticised offered compensation.
In-store and account interactions are described positively: smooth ordering, helpful shop staff and quick resolution of membership/account problems.
Product reports vary: many praise design and finish, while several reviews describe delivery damage, manufacturing faults or discrepancies versus photos.
Communication is frequently cited as timely and personal, with staff providing updates; a few customers report poor follow-up or slow replies.
Overall experiences are largely positive due to effective customer support and replacements, though some negative cases stem from refunds and faulty items.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (40) · Collected.reviews (1) · Quotes shortened · As of: February 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 the retail arm associated with the Soho House group, offering furniture, lighting, textiles and home accessories through its online shop and physical showrooms. The brand is known for selling ready-made and made-to-order pieces across categories including beds, seating, tableware and soft furnishings. Consumers researching Soho Home reviews commonly look for information on product quality, delivery, returns and customer support for both standard and bespoke orders.