Reply from poltronesofà

2 days ago

Good Afternoon David,

Thank you for taking the time to share such detailed feedback. We’re pleased to hear that you were happy with our shop staff, your chair and the delivery, but we are genuinely sorry that the accessibility of the app has limited your choice and left you feeling excluded.

We take your comments very seriously. We absolutely want to welcome and support all customers, and we understand how frustrating it must be to find that features which should be accessible are not usable with the technology you rely on. We appreciate that this has meant you had to look elsewhere for a power recliner, which is particularly disappointing.

Your feedback is extremely valuable, and we will share your concerns with the relevant teams. Accessibility should be considered throughout the customer experience, and we recognise that there is more work to do to ensure our digital services are accessible to everyone.

Thank you again for bringing this to our attention and for recognising the positive aspects of your experience alongside the very important issue you have raised.

Kindest,

Lauren - Poltronesofà at ScS
Social Media Team

Reply from poltronesofà

3 days ago

Good Morning,

Thank you for taking your time to leave us a review.

I am sorry to hear that your order did not arrive in the condition you expected and that you were disappointed with how your concerns were handled.

With regard to the website error, we understand your disappointment and regret that the resolution offered did not meet your expectations and appreciate that this may have left you feeling that your concerns were not being heard.

We value your feedback and will ensure your comments are shared with the relevant teams.

We’re sorry that on this occasion we did not deliver the experience you expected from us.

Kind Regards,

Lauren - Poltronesofà at ScS
Social Media Team

Reply from poltronesofà

3 days ago

Good Morning Gwendoline,

Thank you for taking your time to share your feedback.

We’re sorry to hear that you’re unhappy with your experience and, in particular, that you feel the furniture supplied was not what you had requested.

We understand that the paperwork not being received added to your frustration. For clarity, our paperwork is automatically emailed to customers following completion of an order, so I apologise if this was not received.

Kindest,

Lauren - Poltronesofà at ScS
Social Media Team

Reply from poltronesofà

2 days ago

Good Afternoon Derek,

Thank you for taking the time to leave your feedback. We’re pleased to hear that the delivery of your sofas went smoothly, although we’re sorry to hear that you have concerns regarding the colour of the suites.

We can confirm that after submitting your form our standard response time is within 3 working days. Please note that this timeframe does not include weekends, as our offices are closed on Saturdays and Sundays.

We’re also sorry to hear that you were disappointed with the availability of a material sample when making your purchase. We appreciate that having a sample to work from can be helpful when planning your room décor, particularly when purchasing suites of this value, and we understand your frustration that this is not an available option.

Kind Regards

Lauren - Poltronesofà at ScS
Social Media Team

Reply from poltronesofà

3 days ago

Good Afternoon Vanessa,

Thank you for taking your time to leave us a review.

I am sorry that there is an issue with your chair, particularly that it wobbles due to one leg being too short.

I can see a member of the Aftercare Team have attempted to contact you recently to discuss your issues.

If you can contact them back on 0191 731 3300 they will be able to assist

Kindest,

Lauren - Poltronesofà at ScS
Social Media Team

Reply from poltronesofà

3 days ago

Good Afternoon Ivor,

Thank you for taking the time to share your feedback. We’re very sorry that the wrong sofa was initially delivered and apologise for the inconvenience this caused.

We’re pleased, however, that the error was spotted before our delivery team had left, allowing the issue to be identified and addressed straight away. We appreciate your understanding while this was resolved.

If you do require any further assistance please do not hesitate to reach out on 0191 731 3300

Kind Regards,

Lauren - Poltronesofà at ScS
Social Media Team