Andrew Martin 190-196 Walton Street, London SW3 2JL

"I had a really disappointing and unexpected experience with this company. I bought wallpaper from them which wasn't a fit for the room. They charge for the return (which I can just about stomach - though I know very few brands who take this approach) - but, because I'd opened the wallpaper to have a look (it was not used and then put straight back in the packaging it arrived in, in perfect condition) they said they'd have to dock my refund by over £100! This is not what I expect when purchasing direct from the company - surely a rewrap wouldn't cost this much?? Safe to say I'll not be using them again - and if you're considering getting something - make sure there's no chance you want to return it!"

"We foolishly spent £5k on the Truman Jnr sofa & have been utterly disappointed with the item and the follow up service from Andrew Martin’s Walton Street store. The pictures below are of the sofa after only 15 months. The support on the side arm and back has totally given way and warped to the degree we can no longer lean back. The seat cushions as you can see from my photos are pancake thin and limp. The hooks on the back and sides of the seat cushions are ineffective and within ten minutes slip away from underneath you. We complained and they replaced parts of the frame but we were told that the cushions just need plumping and they gave us a quote of £1000 to double stuff the cushions. This is after spending £5000 already. It’s an embarrassment when we have guests over. We cannot sit on the sofa without the seat cushions slipping away. When we do sit down our knees are higher than our hips because the sofa just sinks until you feel the base. This was a display sofa that we paid full price for. We want it returned and our money back but there is no further help offered by Andrew Martin. Disgraceful service. Will never use again. No customer care. If anyone reaches out to rectify our situation I will edit this review."

"The Andrew Martin website is a fantastic example of how investing heavily in marketing can generate sales as it was the website that resulting in me visiting the Walton Street store. The store is laid out beautifully and, although relatively small for a double commercial unit, it did not feel cluttered despite being filled with a vast amount of delightful merchandise. The staff, however, are somewhat unprofessional in that they appear disinterested and cerebrally challenged when asked basic questions. Overall, a very disappointing experience."

"I don’t often stop to write reviews but a recent awful experience with Andre Martin has moved me to review and warn you. I stopped by their Walton Street store (SW3 2JL) with my partner browsing for a cushion or 2. The staff were huddled by the till and didn’t acknowledge us entering the store. We fell in love with a couple of cushions and decided to buy them. Since they were too bulky to carry home we asked Lydia and her colleague to arrange home delivery - as we had with other purchases from The White Company and Yves Delorme. A few days passed and we received all our orders except the cushions from Andrew Martin. Though they had promised these would follow us home in the next couple of days we didn’t hear anything from them at all. With the days ticking by and still no communication I decided to break the radio silence and reach out. I got through to an eventually helpful chat representative who to my surprise couldn’t find any traces of my order despite the order numbers, reference number and photograph of the receipt. Since Lydia was named on the receipt and we had the exact store, we got through to her with a call back request. She called back much later than promised and seemed bored and unapologetic. She had not bothered sending the cushions and still had no plans to do so quickly but was surprised I wanted to cancel the order! Lydia confirmed all was cancelled and processed but hours later her colleague rang me to process this refund - Lydia had not bothered to actually process the refund. This new caller was just as rude and lacking in empathy so of course I got no apology for the continued inconvenience and time wasting. These people do not know the meaning of customer service or human decency. There are many other lovely stores with excellent customer service. Please do not subject yourself to humiliation and this level of rudeness. Simply go elsewhere and stay clear of Andrew Martin! You’ve been warned."

"Premise: I've not ordered nor have I bought anything from this story, I'm merely judging the esthetics and arrangements.of the store, which look absolutely divine. Very expensive yet gorgeous forniture, very different from anything I've seen before, super unique."