Reviews show a pattern of strong, personalised customer support—many customers praise named staff who arrange replacements and updates. Product reports are mixed: several buyers compliment quality and design, while others received damaged or misfinished items. A minority of reviews describe slow refunds or unhelpful resolution on higher‑value faults, and some customers question pricing when items are faulty. Prospective buyers may wish to check delivery, returns and warranty terms, inspect items on arrival and keep correspondence with support for refunds or replacements.
Examples from available reviews (Nov 2021 – Feb 2026).
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.”
Sophie resolved a broken chandelier globe and kept me updated.
“outstanding customer service and aftersales support”
Armchairs arrived with rusty upholstery buttons and the refund process was disappointing.
“the buttons used for the upholstery were rusty”
Most reviewers highlight responsive, helpful customer service and named staff who resolve issues; a minority report rude staff or slow handling.
A small set of reviewers question value for money, citing faulty items, perceived misrepresentation and insufficient compensation offers.
Very few mentions of shopping experience; one in‑store account describes friendly, helpful staff and an enjoyable purchase visit.
Reports on product quality are split: several praise craftsmanship and design, while others describe damaged, faulty or poorly finished items on delivery.
Many customers praise named agents and timely updates; a small number report poor follow‑up or rude behaviour from delivery partners.
Overall impressions skew positive, driven by effective customer support, though a minority experienced serious product or returns issues.
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 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 is the retail arm of Soho House, offering furniture, lighting, textiles and home accessories through an online store and physical showrooms. The brand is known for lifestyle-led interior pieces and operates customer support, delivery and installation services to fulfil orders.