Ordered a sofa 17 weeks ago in the colour we wanted, charcoal. It was finally delivered last Tuesday and it’s the wrong colour. Even the delivery guys said it was the wrong one!

We put in a complaint straight away, only to be told that this is apparently the colour we picked and there’s nothing they can do about it. They even said if we want to take it further, we should get a solicitor.

They’ve got all our money, won’t take the sofa back and won’t offer a refund. So what exactly is the point of the warranty?

It’s basically their word against ours, but we know what we ordered. We ordered CHARCOAL, not GREY.

Absolutely unacceptable service. After waiting 17 weeks, this is how they treat customers. We definitely won’t be buying from this company again.

Sales exec was very polite social and knew what she was talking about

I bought a sofa and footstool from SCS Bolton on November 22, 2025 (197 days ago). I expected it to take some time being close to Christmas. Sofa was delivered on March 16 2026 (83 days ago), but the footstool wasn't, I was told it was damaged. Another was ordered eventually, with no delivery date given. After a lack of updates, I contacted them today and was told the 'estimated' delivery time would be July 17. If that turns out to be true (I have little faith) I will have waited 237 days for a footstool. I have be given all the corporate excuses, blaming everyone else, I will buy my furniture elsewhere in future. Customer service non existent!! I could have made it quicker myself!

** I should have said that when the sofa was delivered, it was the wrong one, had to wait a week for the right one!
I have had a reply from SCS saying that they ordered the replacement footstool as soon as they knew it was damaged, which is a LIE!!!
I had to badger them several times on the phone to ask when it would be replaced, it was about 10 days later when someone from SCS called me to ask me (get this) "if it was OK to order the replacement!?!"
I Kid you not!

Their reply did not change my view or future buying intentions

The whole experience was friendly and professional

Unfortunately, I was very disappointed with both the customer service and the inaccurate information provided when purchasing my sofas.

Firstly, the warranty was not explained properly. We were told it would cost significantly less than what we were ultimately charged, which was frustrating and misleading.

Secondly, we were assured at the time of purchase that the sofa bed would be delivered on 10th July, with the remaining sofas arriving on 18th August. This was a key factor in our decision to go ahead with the order. However, after checking the online tracking, I discovered that all three sofas were showing a delivery date of 18th August.

I visited the store to query this and was simply told there was nothing they could do. No solution was offered, and no responsibility was taken for the incorrect information given at the point of sale.

This place is very disappointing as you only get two days to change your mind you can’t even change for something else in store would definitely not recommend buying from them

The salesperson who dealt with us, Mandy, was extremely helpful, very friendly and very professional.

I the staff were amazing they couldn’t do enough to help me

The third attempt to deliver my dream Settee went very well, hower I was let down twice . On The second attempt the driver said he would get his Boss to phone me back within half an hour. 1 hr went by without a call back so I got in my car to the Dtre where I purchased the Settee. They did sort delivery out in the end. The delivery ci.pany are letting SCS down very badly.

Received sofas I cannot believe this company delivers damaged sofas after waiting 15 weeks for it to arrive.

Very poor service!! The whole store is a joke.
There’s actually no management or structure in this shop.

We have called up on several occasions to get this sofa removed. Either the useless sales people are lying or the manager is hiding not coming to the phone. How can there not be a manager insight in such a big store?

My husband called up Monday & what disgraceful service he received. Firstly the guy that picked up the phone couldn’t be bothered speaking he was just lame & useless also very rude tone. You deleibeeed a broken sofa and expect customers to be happy and not angry.

The people in this store are very rude.

Wish we never stepped into this store now.
Honestly useless staff.

Friendly, helpful and knowledgeable service, very pleased. Particularly appreciated Phil' useful suggestions. PB.

From start to finish our experience was amazing. I took my mum to buy a new sofa. The lift wasn’t working , so I went and looked upstairs. I found a sofa and the staff brought it to her to sit on and try! Nothing was too much trouble.
Really appreciate all your efforts.

Did not get message night before. On the day, given a time and when I rang the store to find out where they were, was told that they had no contact with the people delivering. Got delivered much later and knowing this, we would have done things and gone to places where we needed to go.

Ordered 2 three seater settees, Ryan in Bolton was great there was the store 3 seater and another in the warehouse that was new but still on sale price we placed the order and agreed delivery after the 12th may as we were on holiday, they contacted us whilst we were away to deliver but obviously we were away so slotted us for the 13th may , unfortunately on delivery they only had one of the settees , Ryan phoned at lunch time to say they had lost the one in the warehouse? It had been put somewhere but nobody knew where? But don't worry it will be sorted , several phone calls from us no answers so we went to store ,Ryan again was apologetic I asked to speak to the manager I believe he is called Josh apparently a very good manager, we wouldn't know as he never came to speak to us , explain or apologise, not a good manager from a customer point of view ! Good ending a settee was located, we went to view it in Manchester but unfortunately that took 2 weeks for delivery as it had to go back to warehouse in Halifax to come to us in Bolton as it was over 10 miles , total disappointment!
Lots of posh advertisment but lack of communication, especially from manager, weve purchased our last 2 settees from SCS but wont be returning to poltrnesofa

Received my item that’s 9 weeks late!!
What a disappointment the sofa is making noises creaking noises. The company doesn’t respond just ignores you. They are not interested what so ever. Once you sign on the dotted line you have no rights. Poor poor quality.

Awful experience with this company, would not recommend.

The staff at the shop were very helpful and patient while I tested all the recliners.
The men delivering were spot on time and the chair is very comfortable and looks good.
All highly recommended

Avoid this company.

Paid in full for a leather sofa, had the order confirmed, waited 7 weeks, and even received a delivery date. Then, just 2 days before delivery, I was told I had to pay an extra £700 because they had made a pricing error on their website.

Despite admitting the mistake was theirs, they refused to honour the agreed price and gave me two choices: pay more or take a refund.

After nearly two months of waiting, I’m left with no sofa and having to start the whole process again.

I feel we were badly misled, and based on my experience I would not trust salesman Phil or recommend this company to anyone.

This version is short, sharp, and firmly tied to what happened and how it affected you.

Salesman was extremely knowledgeable and helpful. Pointed out styles we were looking for but then left us to browse on our own. On his return he explained in more detail about fabrics, colours and versatility. The large fabric swatches were really good as you could take them to each sofa, which helps with visualisation

Natalie was absolutely amazing.

Really friendly and knowledgeable staff who let us choose at our own pace but were excellent if needed advice. Great range of furniture beautifully presented.