If you’re considering dropping serious money on Loaf products, you may want to read this review before you make your decision to use Loaf. I’ve always had Loaf up as one of the premium UK brands for beds, furniture and homeware, but this experience changed that.

For context, we’ve bought many Loaf sofas and beds in the past and been very happy, so decided to pay £1.2k for a Kingsize “muffin top” mattress. We always knew there was cheaper products out there, but we value that a premium brand like Loaf normally means a first class service if there’s any issues. These beds are handmade to order, so it takes 4-6 weeks for the mattress to arrive. We were happy to wait and we sold our old mattress the night before the delivery, so we were ready and excited for our brand new mattress.

It arrived and within minutes of us unpacking the mattress, our excitement turned to disappointment. The mattress appears soiled and used. We had bought and paid full price for a brand new mattress, but it had multiple black marks on, what appears to be foundation/make-up marks and the thread on the mattress was pulled. Then in addition to the soiled mattress, Loaf had actually sown into the mattress the complete wrong product label. In big bold letters, it’s stitched in saying this is a “Top Dog” mattress, but the mattress made to order is clearly a “Muffin Top” mattress. This means if we want to sell this on in the future, we can’t even sell it as a “Muffin Top”.

We reached out to Loaf and they promised they’d respond within 24 hours, as it was urgent and we were currently sleeping on a soiled mattress. After 24 hours, we’d heard nothing and then they responded 8 days later and they offered less than 10% off and we keep the mattress.

Or they could try to exchange it but it may take another 6 weeks to make another mattress up, so we’d have to sleep on a soiled mattress until then.

They did mention they could send a team out to try clean it, but it would invalidate the warranty for anything to do with the condition of the mattress and it wouldn’t be restored to brand new, so we wouldn’t be entitled to any compensation for being sent a soiled mattress.

We’ve been really happy with Loaf over the years, but this experience has left us with a sour taste. We’re environmentally-conscious, so would hope we could find a suitable solution, where we keep the mattress, get it professionally cleaned, keep the warranty and have a reasonable offer to compensate us for having to use a soiled mattress, but it doesn’t appear that Loaf are able to find a suitable solution. We really hoped, when things went wrong, they would go above and beyond to make things right, but that sadly hasn’t happened.

I’m gutted I’m having to write this review, but if you want premium service and a premium product, I would recommend looking elsewhere unfortunately. I’ll update this review if anything changes in Loaf’s response.

Lovely sofa.
However, various things went wrong: late delivery, torn sofa. Customer service very unhelpful and slow, and not at all sorry for all the problems.

We arrived 30minutes before closing. The staff were so helpful… not a hint of hurrying us along. Nothing was too much trouble!

Felt under no pressure to buy as I tried out the mattresses in store. Friendly and helpful service. Seems like a smooth transaction. Thanks.

Great showroom, great products, great people. Staff were all so knowledgable and helpful without being over baring . Shout out to the lovely Portuguese lady who I want to adopt and bring back to Cornwall with me. Ended up with a whole new living room. Can’t wait for it to be delivered!

I was assisted by Tegan at the Bristol showroom.
Her knowledge of the sofas and fabrics was impressive.
Every query I had was fully answered professionally and with courtesy.
I did not feel pressured at all and left with a quote. After sleeping on the decision, I went back the next day to place the order.

The whole Loaf experience has been well above expectations. We were greeted with a welcome drink, yet weren't pressurised to buy. Quite the opposite, in a very positive way. When I was ready with my questions, the staff were fantastic. They showed me everything and even brought out a large piece of velvet to show me how it looked on the sofa and gave me all the info I needed. I wasn't ready to purchase it yet but did buy an expensive armchair i hadn't planned on buying! The sale was handled professionally and warmly, the follow up emails have been comprehensive and I will definitely buy my sofa bed from you, once I'm ready. I'm a tough customer to please and I have nothing but praise for all your staff in your Cribbs branch. And the chocs dotted around are a lovely touch, lkus beautiful ceramics, etc. It doesn't feel like a traditional showroom at all. Well pitched Loaf!

Good choice, ordered bed last weekend of April assistant was training but couldn’t have been more helpful she was lovely

Was professional done and quick.
Looking forward to receive the goods

First class
Staff could not have done enough and no pressure in sale.
Highly recommend Bristol Store

What amazing staff, i can not thank you all enough.

Staff, Rosa, was so helpful and patient with us as we decided on which sofa, colour and material. Couldn’t have asked for any better help and service.

Friendly and helpful staff - wide range of options

Very helpful staff who give good advice. Excellent range of sofa styles and fabrics.

Rosa who served us in the Bristol shack was absolutely fantastic. She was super helpful and very honest with her advice about our various choices. As a result I’m delighted with our new sofa purchases and foot stool and just love the fabric and cushion choices we decided to go with. Can’t wait for it all to be delivered!

Fantastic sales staff, very helpful when asked, but no pressure.

Very knowledgable about products and options, as well as post-sales support

Brilliant store layout with all the options of fabrics and colours on the walls, very easy to visualise the sofa, plus the massive choices of swatches to take home and see how the colour scheme would work in the house

Fantastic store in Bristol - we travelled 1.5 hours to actually sit on the sofas. Rosa who served us was very knowledgeable. Planned on going home to order online, but with their expertise, we ordered in store!

Lady (didn’t get her name) who ran through our order, let us know all about Castelan, fantastic service.

Visited the Bristol showroom a couple of times before ordering. The staff we really knowledgeable and extremely friendly.