Many reviewers praise quick, named advisers who organise replacements and fix order issues. Several customers describe fast, helpful aftercare and speedy delivery solutions. A minority report defects, missing refunds, and courier problems that delayed or disrupted deliveries. Overall, comments highlight highly responsive service alongside occasional quality and logistics failures.
Examples from available reviews (Nov 2021 – Mar 2026).
The support team consistently provided outstanding service over many years.
“Absolutely outstanding service from the support team.”
Gab helped resolve a membership discount issue very helpfully.
“One of the best customer service experiences I've ever had.”
The Kaplan bed arrived poor quality and refund has still not been received.
“I have still not received a refund.”
The courier failed to ring, lied about leaving, and delivery was delayed weeks.
“they did not ring my doorbell.”
Reviewers often name specific advisers who act quickly to solve problems and chase orders. Many describe replacements arranged the same day or next day, with steady aftersales help. A small number say their complaint received no follow-up.
Few reviews mention price or savings. One review describes staff arranging a large saving. A handful raise delayed refunds, but overall value comments remain limited.
Several customers describe an easy buying process backed by responsive staff and helpful in-store support. Some report courier issues, missed doorbells, and rude delivery behaviour that led to delays. For a few buyers, these delivery problems directly affected the at-home experience.
Many reviewers say the furniture and homeware arrived in high quality. Others report defects, rust on fittings, and a poor-quality bed. Some say refunds for faulty items were not resolved.
Many reviews mention clear, practical updates and solution-focused messages from support staff. Several credit specific advisers for staying in touch through made-to-order or replacement stages. A small number complain about little or no contact after reporting a problem.
Feedback is mostly positive when customer service moves fast, fixes issues, and arranges replacements. A few customers report sharply negative experiences tied to defects, refund delays, and courier problems. Reviews show standout service alongside remaining gaps in quality and delivery.
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 helpfully.
“One of the best customer service experiences I've ever had.”
Gab provided thorough product technical information for an academic project.
“went above and beyond to provide product info”
After my complaint there was no follow-up or contact from the company.
“nobody contacted us.”
Sophie professionally and swiftly resolved a damaged chair issue for us.
“Sophie at Soho Home was very professional and swiftly resolved the issue.”
Carol was fast, very nice and helpful.
“Carol is so nice, fast, and helpful!”
Chloe was helpful and conscientious regarding delivery of beautiful furniture.
“a special mention for Chloe who was so helpful and conscientious as regards delivery”
The support team consistently provided outstanding service over many years.
“Absolutely outstanding service from the support team.”
The chat team were super responsive and resolved mail issues thoroughly.
“Super responsive and helpful in their chat.”
Daisy and Gab 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 handled minor issues professionally.
“Excellent service. They respond very promptly and politely”
Linda helped quickly and competently with our questions.
“Very fast and skilled!”
The courier failed to ring, lied about leaving, and delivery was delayed weeks.
“they did not ring my doorbell.”
Gab resolved a delivery problem and the products impressed me.
“Beautiful products and outstanding customer service.”
Linda was super kind and efficient assisting with my query.
“Linda was super kind and efficient”
Tiffany arranged a quick replacement after a broken vase arrived.
“replacement followed very quickly.”
Gab arranged a quick replacement after an item arrived broken.
“arranged a replacement to be sent out super quickly.”
Customer service was great, with Linda particularly helpful.
“great customer service, especially Linda.”
A long-term trade customer praises amazing service and transformative furniture aesthetics.
“Their service throughout has been amazing”
Soho Home provided great communication and a solution-oriented response.
“Great communication and solution orientated response from Soho Home.”
Linda helped quickly and responsively with returning mistakenly ordered items.
“Linda was super helpful in assisting with the return of some items I mistakenly ordered.”
Sophie resolved a broken chandelier globe and kept me updated.
“outstanding customer service and aftersales support”
The Kaplan bed arrived poor quality and refund has still not been received.
“I have still not received a refund.”
Laura organised a replacement next day after an item was lost.
“a replacement arrived the next day.”
Support quickly handled returns and replacements, with helpful delivery partners.
“The customer support has been incredible.”
Bea ensured my order was delivered as quickly as possible.
“Bea in the customer team was fantastic”
Customer service advisers resolved a complicated order query and helped apply a voucher.
“sorted by both customer services advisers”
Laura expedited delivery support when it was urgently needed.
“huge thanks to Laura (support supervisor) for expediting this.”
Jill resolved our courier issue with grace and efficiency.
“resolved our issue with Wincanton the couriers”
Sophie was super helpful and responded quickly.
“Sophie is super helpful and quick.”
Miguel provided a friendly, helpful and entertaining in-store shopping experience.
“Miguel is always such a joy – friendly, helpful, and genuinely hilarious.”
Erin quickly arranged replacements same day for broken cereal bowls.
“a replacement order of cereal bowls on the way the very same day!”
Product quality is excellent with speedy delivery and helpful service.
“Excellent quality, speedy delivery, great customer service”
Linda provided hugely efficient and helpful customer service.
“Great customer service from Linda at SoHo Home.”
Erin promptly resolved delivery damage and the company corrected the issue.
“Erin at customer support worked with me to get the issue resolved.”
Adnan resolved a delivery cost issue and saved hundreds for me.
“saving us a few hundred pounds in the process.”
Sophie quickly addressed broken candle delivery and was great.
“I dealt with Sophie and she was great”
Sophie resolved my issue quickly and accurately to my needs.
“resolve my issue very fast and accurate to what I needed.”
Erin quickly resolved a Soho Friends membership renewal not appearing.
“Erin was very kind and resolved the issue quickly.”
Armchairs arrived with rusty upholstery buttons and the refund process was disappointing.
“the buttons used for the upholstery were rusty”
Anna provided consistent updates and solutions for made-to-order production and delivery issues.
“consistent and reliable point of contact”
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarised without changing the content of reviews.
Soho Home designs and sells furniture, lighting, textiles, and home accessories. It sells online and runs showrooms in key cities. Ranges include upholstered pieces, beds, tableware, and decorative lighting. Soho Home supplies items for homes and trade projects. The brand links its look to Soho House properties and offers curated collections for home interiors.