Excellent service from start to delivery. The customer assistant was lovely I think her name was Julie very friendly and helpful and the delivery guys were great too very highly recommended 5*

The delivery was on time and the delivery guys were very good.

Great staff at the shop. Delivery drivers were prompt and professional. In home demonstration and all packaging taken away. Excellent service all round.

I am extremely disappointed with my experience with ScS. When I initially purchased my sofa, the staff were friendly, helpful, and couldn’t have done more to assist me. However, once payment was made and problems began to arise, the level of support and communication changed significantly.

Only half of my sofa was delivered, and since then I have had to repeatedly explain the same issues every time I contact ScS, as notes do not appear to be being added to my account. Being asked over and over again which parts are missing has been incredibly frustrating and has taken up a considerable amount of my time.

I have contacted the store on several occasions but have seen little to no progress. I also spoke with a member of staff who was unhelpful, and I was simply passed between the store and customer services without any real assistance, explanation, or apology.

I would like to acknowledge that the delivery driver and the gentleman assisting him were excellent on the day of delivery. They were polite, efficient, and carried out their work properly.

However, the communication, customer service, and aftercare I have received from ScS have been extremely disappointing, particularly given that this was a significant purchase. I expected a much higher standard of service and a much quicker resolution to the issues I have experienced.

I received my sofas yesterday, only to find they are the wrong colour. I ordered grey sofas, but the ones delivered are dark brown.

When I placed my order in store, I was shown the sofa along with two grey swatches and chose the grey colour I preferred. However, my invoice only shows colour-coded numbers rather than an actual colour description. I am not an employee of Poltronesofà, so I had no way of knowing what those codes represented.

I believe this is a case of misrepresentation and a breach of contract, and I am now requesting a full refund. After reading the many negative reviews, I am concerned that resolving this may turn into a difficult process.

If you have placed an order, make sure you check the colour code carefully and don’t assume it matches the colour you selected in store.

Based on my experience, I would not recommend Poltronesofà to anyone.

Staff were very helpful. Delivery was when on time.

Quality sofa I like all but communication not good after ordering sofa try to cancel one of single unit went to shop in tollgate Menager wast there they took not about it Menager spouse to call me back let me know if I could cancel or not didn’t get contact didn’t like the service u should chose professional people they not welcoming as well only Zelda was very good with customer service unfortunately she was on holiday when I order sofa

Good communication with time slot. Arrived on time and delivered and assembled the settees.
Polite and friendly.

Both guys delivered and built it in a professional manner
No issues, good service

Excellent service

Back in January 2026 we ordered a Corner Unit Sofa and Swivel chair from SCS Middlebrook Bolton.
We actually sat on the actual Corner Unit and Swivel Chair we liked both in style and colour with beige trims.
We trusted the SCS Salesman as to what was ordered that we could have.
We paid a 30% deposit of approx £1400.00
The salesman never went through the order nor the terms and conditions and we only received a copy of a quotation and NEVER received a copy of our order and terms and conditions of sales.
We revisited the said store some weeks later to check on the situation only to be told that our order was being done in Bottle Green without beige trims, something we did not order.
We then eventually had to cancel our order and being told we would lose our deposit of £1400.00 as it was our fault.
After revisiting the said store a few times to see the manager we were told that we would not get our deposit back nor have it transferred to a re-order and we were told that we would have to pay another deposit.
Our order was cancelled by the said store.
We have also read that some SCS customers got there deposit returned.
We then contacted the Furniture Ombudsman and gave them all the information and details we had at the time.
After a few weeks with emails between all parties we were informed by the Furniture Ombudsman that they are not pursuing our complaint against SCS Middlebrook Bolton.

We strongly recommend that people go through every detail before they leave SCS store or shop elsewhere and get a better deal and service.
We actually went to Oak Furnitureland and ordered a Settee and two chairs without any problems whatsoever.

Salesman was fantastic explained every thing very good custom

We were met by a lovely friendly young lady who helped us find what we were looking for and gave us all the options for possible variations for the sofa. Just wish it could arrive sooner!

The 2 delivery lads were excellent very polite and careful and assembled the furniture with no issues

Dear Customer Relations,

I am writing to make a formal complaint regarding our sofa order placed at the Team Valley, Gateshead store.

You may already be aware of this matter; however, I would like to summarise the events that have led to this complaint.

We initially placed an order, which failed to process due to a system error.

When we eventually received confirmation of the order, we noticed the price was higher than expected. We returned to the store to query this and were barked at by Kaitlyn that we had been charged an additional 12% for an extended warranty. During the sales process, Kaitlyn had specifically told us that your company was the only sofa retailer to include the warranty in the price of the sofa. When we raised this concern, we were told Kaitlyn would not have made such a mistake because she has ADHD. We found this response completely inappropriate. It was only after a prolonged dispute, and after contacting the Furniture Ombudsman, that we were finally believed and refunded for the warranty.

We then received delivery of the wrong sofa. Nikki had ordered the wrong settee and denied doing so. When we visited the store to resolve this, we were turned away twice over two separate days. Nikki informed us that we would have to wait for someone to inspect the sofa and produce a report before a replacement could even be ordered.

Dissatisfied with this response, we contacted Customer Services, who arranged for a replacement sofa to be ordered immediately.

Later that same day, I received a telephone call from Nikki during which she shouted at me, accused me of lying, and claimed that I had contacted Customer Services before visiting the store. She also questioned why I had gone into the store if the matter had already been resolved. This was entirely untrue, and we subsequently provided screenshots of our call history showing that we contacted Customer Services only after leaving the store.

We were then required to return to the store to sign a new finance agreement because of the replacement order. Yesterday, when we visited the Team Valley store, a visually impaired member of staff asked Kaitlyn for assistance. She refused, stating loudly that she was "not going to serve us," before walking away in what I can only describe as a huff while saying she was going to get Tracey. This left the visually impaired employee apologising for his disability because he was unable to assist us himself. No employee should ever be made to feel they need to apologise for their disability. I strongly believe Kaitlyn failed this colleague by prioritising her own personal feelings over her professional responsibilities. As a result of the atmosphere created, we felt so uncomfortable that we left the store without signing the finance agreement.

My husband subsequently emailed Tracey, the Area Manager. Her response was to explain that Kaitlyn had become distressed and might have to go home, and she asked that we notify the store before visiting in future. I would like to stress that we had no interaction with Kaitlyn whatsoever. She was on the opposite side of the shop, yet made a point of loudly announcing that she was not going to serve us. This unnecessarily drew attention to us and made us feel embarrassed, unwelcome and uncomfortable.

Throughout this entire experience, I have never received a direct apology for the abusive telephone call from Nikki. I have never received an apology for being mis-sold the extended warranty. Instead, we have consistently been made to feel as though we are the problem and there has been no remorse shown or compensation.

We are only having to return to the store because the incorrect sofa was delivered—a mistake made by the company, not by us. Yet we are now being asked to notify the store before attending, as though we have behaved inappropriately. This is wholly unacceptable.

The conduct we have experienced has been deeply unprofessional and has caused me significant stress and anxiety. Following yesterday's events, I no longer feel comfortable or welcome in the Team Valley store, and the situation has had a considerable impact on my mental wellbeing. For that reason, I will not be returning. My husband will attend alone to sign the outstanding finance documentation.

I am requesting that this matter is fully investigated.

I would appreciate a written response outlining the outcome of your investigation and the steps you intend to take to address these serious concerns.

Yours faithfully,

Rachel

The sales assistant Dawn was very helpful with all her knowledge and advice tips.

The young gentleman was very welcoming, gave us advice on everything we were looked at, this was very useful when we made our decision, we will recommend the good service to our friends and family.

Sales person was very helpful and didn't follow us around shop

When delivered had a broken leg ...come out fixed the leg found a small hole on the material filled in the query form no reply as yet and that was about 4 weeks ago customer service at its finest won't buy anything from there again .