Excellent customer service from Mandy in the store however did not appreciate the phone call from another salesperson asking for the payment before the due date Also we went to the store the week before delivery to see Mandy but it was her day off and another gentleman told us we needed to pay 7 days before delivery when we knew it was 3 days He said it was a new rule and wanted to take payment from us
We paid over the phone with Mandy when the payment was due
Delivery and communication was excellent
Very efficient ,polite and experienced gentlemen We would recommend them to anyone

One gentleman was particularly rude the day we went in to the store when we were initially looking at a new suite
Ie/In our face !! and sulked because we didn’t want to deal with him due to his harassing behaviour

I have now been dealing with a damaged sofa for over three weeks, and the lack of customer service has been extremely disappointing.

Can someone please explain why the person responding to these reviews is not taking action to resolve genuine customer complaints? Likewise, why has nobody from the store or customer service team contacted me regarding the faulty sofa I received?

I have emailed, called, and repeatedly chased for an update, but I am still no closer to getting this matter resolved. It is frustrating and unacceptable to have spent a significant amount of money on a product that arrived damaged, only to feel completely ignored afterwards.

Why is nobody from the company taking ownership and responding to customers who have legitimate issues? Customers deserve better communication, support, and a proper resolution.

Before you’ve even entered the store, you can see the staff staring at you through the door. The moment you step inside, you’re immediately met with a stream of questions and what feels like a rehearsed sales script. Rather than being given the chance to browse, staff continue to follow you around the store, creating an uncomfortable and intrusive experience.

You really need to stop doing that. The overly aggressive, pushy approach makes customers feel uncomfortable and pressured rather than welcomed. Give people the space to browse and enjoy it.

Appreciated advice of delivery times in advance and phone call on the fay.

As soon as we walked into the Bolton store, the female assistant said, “Hello, have you visited us before?” I said, “Yes, thank you,” and carried on walking into the store. She then continued asking me so many questions.

Honestly, the sheer level of desperation was really off putting. I didn’t want to feel pressured the moment I walked through the door, so I turned around and walked straight back out.

We then walked into Sofology, which was a completely different experience, a nice, welcoming environment where we weren’t followed around, constantly questioned, or given a big scripted sales pitch. It felt much more relaxed and customer friendly.

I ended up buying my recliner leather sofa! Really stop with all the scripted sales pitches, it doesn’t feel genuine.

Really disappointed with the quality of the sofa, it’s dreadful, embarrassing to even look at, this isn’t the same sofa we seen in the showroom in Bolton. The quality isn’t leather it’s cheap china material and the sales advisor selling it fully well knew this was the case.

No problems at all with lads doing a great job

Good assistance with knowledge of all the products

I came in intending to look at buying a sofa, but I was completely put off by the behaviour of one of your staff members. They were doing things that seemed very strange and concerning, and it made me uncomfortable. You may want to review your CCTV footage to see what was happening, very strange abnormal behaviour

I bought two sofas for over £4,000, and unfortunately neither of them works properly.

I arranged for an engineer to come out and inspect them. I was given an appointment over a week later and told they could arrive anytime between 9am and 5pm, so I had to take a day off work. No one turned up.

After emailing, I was offered another appointment more than a week later. At that point, I said not to bother as the sofas are faulty and I’m still within the 30-day return period, so I would rather return them. However, I was told I can’t return them until someone has inspected them.

I’m now stuck with two faulty sofas that don’t work properly, despite being within the return period. I’m extremely disappointed with both the quality of the sofas and the level of customer service I’ve received.

Staff very knowledgeable & friendly at intial purchase, excellent quality products.
Delivery arrived ahead of schedule, delivery men were very friendly and efficient. Excellent service & highly recommended

I placed my order in June and spent well over £2,000.

When I visited the Bolton store, I specifically asked Samima the Sales Liar for an approximate delivery date because I knew I would be without a sofa. She assured me that I would definitely receive my sofas by the end of August 2026. That statement proved to be incorrect, and I relied on it when deciding to place my order.

Unfortunately, when I logged into my account, I discovered that the estimated delivery date had changed to mid-September. This is completely unacceptable and incredibly frustrating. At this rate, it would have been quicker for me to build the sofa myself.

The communication throughout this process has been extremely poor. The staff appeared uninterested and offered very little helpful information. Eventually, I was told that someone would contact me towards the end of August to arrange delivery. That is simply not acceptable, especially after the assurances I was given before placing my order.

I would appreciate an explanation for why I was given incorrect information and an accurate, confirmed delivery date as soon as possible. I expect this matter to be resolved without any further delays

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.