Extremely Poor Customer Service

The service was disappointing at every stage of the process.

We ordered a sofa from the Bolton showroom and specifically asked if we could change the colour within 48 hours. We were told yes, with no mention of a £50 charge. Two months later, we were told we had to pay £50 or the sofa wouldn’t be delivered. The manager blamed the previous staff, refused to waive the fee, and wouldn’t escalate the issue.

To make matters worse, our order and finance had been processed using the wrong address, yet somehow the finance was still approved. We then had to provide proof of ID to fix their mistake.

When the sofa finally arrived, it was covered in marks. Customer services arranged a clean, but we had to wait another three weeks for someone to clean a brand-new sofa.

From start to finish, the service was awful. After buying three sofas from this company over the years, this will definitely be our last.

Had a fabulous buying experience yesterday at SCS Polatron store at Middlebrook shopping complex in Bolton/Horwich.
From entering the store to making a purchase Samina gave great customer service.
She was polite, helpful and knowledgeable about the product I wanted. She did not do any “hard sell”! She was able to answer all my questions and did it in a pleasant and professional way. Would definitely go back here again. 10/10 Samina 👏🏅

Young lad walked in, took picture of room without asking, he asked where I wanted it, I said to the wall, it was left in middle of the room, and I wasn't asked if that was OK. I asked if he was putting gliders on, he said that he could do, I said no, I've paid for them so please fit them, the gliders they put on are no bigger than the feet and are completely useless, I paid £40 for them and you can buy same ones on ebay for £2.99. I was told the sofas are hand made, yet the stiching on the back is all over the place, not what I would expect from being hand made.

The man on the phone was so rude. The attitude switch up after ordering was unbelievable and completely different to when I originally placed the order

My order was placed two weeks ago and they’ve completely messed up the delivery. There was no empathy, no compassion, and no real effort to help sort the issue out. He just couldn’t be arsed and made it very clear he had no interest in helping.

They’re happy to be friendly and helpful when they’re trying to get your money, but once you’ve paid, they don’t want to know.

All I got was “can’t help” and “nothing we can do.” What kind of nonsense is this? Why are you even in business if you can’t sort things out properly. Regret buying and giving these clowns my money.

What a letdown. As soon as the suite was delivered, the customer service went downhill.

I don’t think it’s too much to expect a brand-new suite to look as good as the one in the showroom, but apparently they don’t see it that way.

I’ve been sent a link to leave a review but doesn’t let me leave a 1 star review. The whole system is rigged. Had to do it off my wife’s account.

Would not recommend this company.

The worst customer service experience I have ever had. The sofas are poor quality, and the way this company treats customers after taking a deposit is even worse.

Communication and after-sales support have been extremely disappointing throughout the process, turning what should have been an exciting purchase into a frustrating ordeal. Based on my experience, I would strongly advise others to avoid this company. I would not recommend them.

Delivery went well and cheerful chaps left everything up and running. Thank you

Sales assistant was pleasant and knowledgeable. Follow up from the first visit via email was good. Which encouraged us to go back to that particular store even though there was one nearer to home.

I would never recommend purchasing from Poltrona Sofas. The after-sales service and customer support have been extremely disappointing, and it’s clear that customer satisfaction is not a priority.

From a delivery mix-up on their part to orders being cancelled in error, the experience has been frustrating from start to finish. Delivery dates have been missed without any communication or follow-up, and despite spending over £2,000, the level of service has been completely unacceptable.

It’s now been a month since I ordered a sofa set that was advertised with a seven-day turnaround, and it still hasn’t arrived. If you want to avoid unnecessary stress, poor communication, and unreliable service, I would strongly recommend buying elsewhere.

It took over three months for my £3,500 sofa to be delivered, with the delivery date being pushed back repeatedly. When it finally arrived, it was missing the feet, meaning it couldn’t even be assembled properly.

I then had to chase customer service, only to be told it wasn’t their department and that they would log a ticket. Now I’m expected to wait up to 72 hours for someone to call me back. The whole experience has been extremely disappointing, especially given the amount of money spent. Very poor service.

The pricing was wrong, I've only just checked, but I think we have been over charged.
Having been back to the store, the pricing has been explained, I'm now happy with the explanation. The manager and sales personnel we very professional.

Excellent service, Donna was a super helpful sales person.

The lady who assisted us, Sam, was friendly, knowledgeable and efficient

Nothing was to much trouble so helpfull

Very disappointed with the quality of the sofa received it has dent in it and some sagging on the second cushion towards your left.

Have emailed but no response

I got a call early on from the driver, to say they would be late, as they’d had a flat tyre. I was happy that they had let me know.
Would have given 5 stars, but one of the guys broke a piece of my furniture, thankfully the other delivery man was able to fix it. Not perfectly, but I was happy with the result.

Bought a corner sofa from this company 2 months ago and the leather is sagging already sent picture to company to be told the warranty does not cover what is wrong with sofa its to do with the after care. Is this company actually serious??? The sofa hasn’t lasted 2 months

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

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.

This would have been the fourth order that SCS would have had off ourselves over the past 20 years and this is how they treat there existing and loyal customers.

We strongly recommend that people go and shop elsewhere and get a better deals and service.
We actually went to Oak Furniture Land and ordered a Settee and two chairs without any problems whatsoever.