A warm welcome on arriving at the store a good explanation about the sofas the fabrics left alone to look around the store...which I appreciated Bernie who greeted us and explained everything we need to know was excellent he checked in with us to make sure we where okay was so helpful and answered all my many questions the service he provided was second to none

Delivery guys were brill super quick build and very tidy superb job well done guys fantastic quality

Lovely customer service

I liked how the staff were not pushy and left us to look. They were well informed on the items and answered all the questions.

Dear PoltroneSofa Customer Service,

Order Confirmation S0087-1000649805

I am writing to make a formal complaint regarding my recent purchase of two sofas and a chair.

At the time of purchase, I was specifically assured by your sales staff on several occasions that the furniture would be delivered within two weeks. The delivery timeframe was an important factor in my decision to purchase these particular sofas. Had I been informed from the outset that delivery could take four or five weeks, I would not have chosen these products and would have considered alternative options.

Unfortunately, the service I have received since making the purchase has been extremely disappointing.

Not only was the two-week delivery timeframe not met, but communication from your staff has also been extremely poor. I was repeatedly promised telephone call-backs which never happened, leaving me with no choice but to visit the store personally on several occasions to try to obtain an update.

What is particularly concerning is that, rather than acknowledging the information I was given at the time of purchase, staff have subsequently denied that I was promised delivery within two weeks and have instead stated that the timeframe was four weeks. I have now received an email advising that delivery may take five weeks.

I find this unacceptable.

I paid for my furniture in full and reasonably expected a professional and reliable level of customer service. Instead, I have experienced repeated delays, poor communication and conflicting information.

I am also disappointed by the suggestion that I should simply rely on the terms and conditions stating that delivery may be delayed by up to 28 days. The contract containing these terms was sent to me by email after my payment had already been taken. More importantly, the contractual wording does not change the fact that I was verbally given a specific two-week delivery timeframe by your sales representatives on several occasions before making my purchase.

The two-week delivery timeframe was not a minor detail. It was a significant factor in my decision to purchase these particular products. I made my decision based on the information provided to me by your sales staff. If I had been given an accurate delivery timeframe of four to five weeks at the point of sale, I would have made a different purchasing decision.

I therefore feel that I was provided with inaccurate information in order to complete the sale. Whether this was intentional or not, the result is that I made a purchase based on information that has subsequently been contradicted.

I would like this matter to be investigated properly, including the information provided to me by the sales staff at the time of purchase. I would also like a clear explanation as to why I was repeatedly told that delivery would be within two weeks, why this information has subsequently been denied, and why I am now being advised that delivery could take five weeks.

I would appreciate a prompt response setting out what you are prepared to do to resolve this matter.

I hope Poltrona Sofa will take this complaint seriously and recognise that customers should be able to rely on the information provided to them by sales staff when making a significant purchase.

I look forward to your response.

Yours faithfully,

Great service

Bernie at the Wigan store was great. Very helpful and friendly. He explained everything to us. He wasn't pushy, left us to have a look round. Highly recommend the Wigan store.

Very good in helping

Service and friendly atmosphere didn't feel rushed and all questions answered

Great saleman very knowledgable and pleasant, sold us well 👌

Great! Very helpful and patient!

Lovely lady Michelle at the Wigan store helped us pick the correct sofa she was very helpful and welcoming

Very helpful in the shop,had issues with finance agreement, and had to come back in twice to resign, delivery was excellent, really pleased with furniture,excellent service and quality

Purchased settee and chair April 2026...delivered July!
After only a few weeks cushions sagged and settee became very uncomfortable. Called in shop, she advised fill in online form with pics and they'd send an engineer to look at it.
After 3 days received email ( generic) telling us how to look after our sofa...we are in our 70's and have had many sofas so didn't feel like we needed this lesson. Phoned them, explained its a manufacturing error and can't sit on it for long...cut it short no way was she willing to send anyone out to check it! She also said that the manufacturer was NOT responsible for comfort??END OF CONVERSATION!
AVOID AVOID! Terrible customer care ..actually NO customer care! 10 weeks for a £1500 suite! Ridiculous.
RE REPLY: The issue wasn't the comfort it was how the padding in the sofa sagged after a few weeks which caused the discomfort. It needs re-filling. If you'd actually READ our comments this was clear.
EDIT: They have eventually agreed to change the cushions on the settee, waiting the 9 weeks now for delivery.......

Relaxed
Unhurried
Friendly
Good choice
Clean and tidy

The staff were friendly and professional. A good mix of leaving us to think and discuss as a family and giving help and advice. It's a long wait before our purchase arrives, so I can't review that.

Danny provided excellent customer service. Was very patient, friendly and professional but not pushy which is what I liked.

Friendly staff super helpful made everything easy

The delivery was on time, and the crew were polite.
But, the footstool was faulty (leg broken) and there were two cushions missing from the fourseater, but pleased with the overall furniture.

Made to feel welcomed and left to look around the store, the assistants Danny and Michelle was great they where knowledgeable and friendly. We chose our sofa and are extremely happy with.