I bought a brand-new leather sofa from the SCS Poltronesofà Farnborough branch nearly 10 months ago, and the seat cushion has already lost its shape and support.

The sofa was sold to me by an elderly female salesperson. She was very kind, friendly and supportive during the sale. However, I later realised that this helpful attitude only lasted until the sale was completed.

At the time of payment, I also agreed to purchase insurance cover for the sofa. The billing staff told me that they were unable to add the insurance because of a technical problem. I trusted them, settled the full bill and left believing that the insurance would be added later.

Only after the sofa developed a fault did I discover that the insurance had never been added. When I returned to the store, the elderly female salesperson denied that I had purchased the insurance and argued with me. This was very disappointing, especially considering how kind and supportive she had been while selling the sofa.

I later returned and spoke to the male manager. After checking the records, he accepted that the store had made a mistake. However, after making me wait for around two weeks, I was told that they would refund the insurance payment but that my sofa would not be covered.

This does not resolve the real problem. Because of the store’s error, I have been left without the protection I believed I had purchased. The sofa is not even one year old and has already developed a significant problem. Although a repair is currently being arranged under the warranty, I am extremely concerned about what will happen after the warranty expires. Future repairs could cost a considerable amount.

I have now raised a formal complaint with the aftercare team. If SCS Poltronesofà does not provide a fair resolution, I plan to contact Citizens Advice and consider taking legal advice.

My advice to other customers is not to rely solely on verbal assurances. Check every document carefully before leaving the store and insist on written confirmation that any insurance or protection plan has been activated.

This has been a very disappointing experience, and I would not want another customer to go through the same situation.

Maria was truly outstanding & exceptional
Extremely helpful and pleasant
Very kind & courteous
Excellent Coffee maker
Very knowledgeable on the product
A first class asset to Poltronesofa @ Farnborough

Owen was very helpful and responded promptly and accurately to my enquiries. He clearly outlined what the process was regarding a purchase of a clearance sofa and what the timelines might be and the likely delivery cost. He checked with colleagues for the final details and was able to confirm a most suitable delivery day for me and luckily the delivery was included.

Excellent communication with regards to delivery. Polite, respectful and professional delivery team.

Very good service

Mary was amazing. Warm and polite. Main reason we bought the sofa. Very informative about the sofa and passionate in her customer service. In fact all the staff were very nice. Its was a truly nice experience. Lovley sofa.

Delivery is by third party. Rather than arriving between the suggested time of 10am to 3pm. Phoned before 7am on the delivery day. One of the sofa was damaged. Poltronesofa have agreed to replace sofas. Customer service advisors were courteous and willing to help.

I ordered my sofas 4 months ago they arrived monday and they are beatiful i love my pink sofa and best of all it is cat and dog friendly they make my living room look even better and there so comfy and i got my drinks holders inside. Gareth who served my self and my mum was lovely and helped when i waa undecided due to having cats and clawing my last sofa n helpes me find a pet free and perfect sofa for al my needs

Excellent service when purchasing our three piece,and delivery went very well,couldn't find any fault.Very polite crew,

Efficient and speedy delivery and installation of our furniture

Upon visiting scs in farnborough, we were greated by Mary, we told her what we were looking for, she showed us around.with her excellent knowledge she explained everything, the sofa we choice.Even Owen was brilliant sorted out the financial side.
K&D Makwana

Arrived at an earlier time than expected, had a call to let us know
Very professional delivery men
Very happy with the service

Fantastic experience from placing the order with David to having two very helpful chaps deliver on Tuesday. We are delighted with our sofa and chair and couldn’t recommend these people more. Their communication throughout was brilliant. Thank you all

The sales and delivery were spot on. Both sales and delivery people were polite and helpful. 10 out of 10

The store was in Farnborough Surrey. We were greeted by Jack....what an amazing guy! So welcoming, so knowledgeable and helpful. Nothing was too much trouble. He was chatty and friendly and even stayed beyond his working hours to seal the deal. Great guy a true asset. He deserves a pay rise...well done Jack.

good service on delivery although longer wait than expected for delivery to showroom

Amazing customer service.Great quality of product. Thank you

The driver was on time brought the settee in unwrapped for me they were very pleasent drivers I’m so very happy with my new settee

The delivery guys were excellent.
Delivered 2 sofa's with ease. Removed all packing and took it away. Friendly, curteous, pleasure to have met them. 5☆☆☆☆☆ service

Both members of the delivery crew were both very pleasant gentlemen and very helpful.