Soho Home Studio Westbourne Grove — Local services in London

We’ve hesitated to post this, but what happened with Soho Home deserves to be seen by anyone considering buying from them. Especially those who, like us, have been clients for years and expect professionalism from a premium brand . At their recent Archive Sale, we purchased an Arielle Extra-Large Wall Mirror, physically present at the event, clearly marked with a stock label showing two available units. We saw it, chose it, paid for it in full. A simple, legitimate transaction. Days later, Soho Home cancelled the order, claiming a “stock discrepancy.” That would be curious enough, except that the mirror was standing right there at the time of purchase and, as mentioned and confirmed by shop assistants, was not a display unit. Their own terms for Archive Sales even state that “items must be taken at time of purchase.”. Other terms only refer to website purchases and are not applicable (and yes they tried to mention those). In other words, they sold something they apparently had no intention, or ability, to deliver. Maybe a hook for the sample sale, where the real hope is that everyone goes away with a body lotion. But what really sets this experience apart is their idea of a “resolution.” After ignoring formal correspondence, Soho Home “apologised” by offering us a £250 voucher, suggesting we could use it to buy a smaller mirror, half the size of the one we had already paid for, if, of course, we spent an extra £180. When poor service borders with arrogance. A brand built on design, craftsmanship, and “care” should understand that luxury isn’t about scented candles. It’s about integrity. We used to love the brand and sad to see it in decline. At this point, we’re simply counting the days until Restoration Hardware...

We love this store and the staff and they have always been so friendly and helpful to us. Staff don't hassle you and you're free to browse, but if you want service they are approachable and attentive. We have had a great design service for our home from Nathalie and more recently from Jack who has helped with suggestions and tips for some further furniture and accessories ideas. Look around the store but then take time to look more closely as some of the smaller accessories are really nice. We did have a problem with one piece, and the staff at the Cowshed (head office I assume) were very helpful and sorted it in a couple of emails. Not a cheap store but nicely designed for a warm comfortable home to live in and use and the white glove delivery service is an added bonus as no packaging and cardboard...

I am extremely disappointed with my recent purchase from Soho Home. I bought a Vara Bed three months ago and paid in full at the time of purchase. After waiting for three long months, the bed was finally delivered last Saturday, but to my dismay, several pieces were missing, and the delivery team was unable to assemble it. Since then, I have been stuck in a frustrating back-and-forth between Soho Home's customer care service and the Wincanton company that delivered the bed. It has been four days, and we are still sleeping on a mattress on the floor with no clear ETA on the missing pieces. This level of service is absolutely outrageous and unacceptable. I expected much better from Soho Home, and this experience has completely shattered my trust...