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
I bought the Edwin Dining Chairs at Soho Home and I would like to leave a review about them honestly. When I called their customer care before placing the order, the guy on the other side was very helpful at first. I thanked him for his time and he was not at all bothered. From there the customer care became incredibly ineffiicient and the delivery guy was so rude and arrogant. I will never ever shop here again. But you can write a review about it. It's not only my review but also of many others who had bad experience here with Soho Home's bad customer care and arrogance of their staff.
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.