We were greeted with a big smile by a sales lady as soon as we walked in, asked if we knew about the products & then had the brand explained to us in full. We were then offered help if needed but left to wander on our own which was great as hate pushy sales people. I believe the sales lady was named Sam & she was so kind & helpful. She made us coffee & we sat to discuss options whilst relaxing in what is going to be our new furniture. The only criticism I have is that their so called 3 seater sofas are not really 3 seats at all, barely big enough for 2 small size adults so if you are not a small Italian then you will have problems with the so called 3 seat sofas. Our current 2 seat one is larger than their new 3 seat!!! Such a shame it needs replacing otherwise wouldn't have bothered as the sofa is quite small, 2 seats pretending to be 3 😕

Alison was very helpful and informed us about everything we needed to know

My new SCS sofa arrived with a faulty lumbar support on day one and noticeably harder, thinner padding than the showroom model. The seating is uncomfortable and nothing like what I tried in store.

It took 22 days just to get a technician out. They confirmed the lumbar support was faulty and needed a replacement part. I was then told by email that the part would take 12 weeks to arrive. After going back into the store and checking the store model, I suddenly had an email stating the part had “arrived early”, but by the time it’s fitted I’ll have had the sofa for almost two months.

None of this addresses the main issue: the seat and back are hard and uncomfortable, and significantly different from the demonstration model. Despite the store manager emailing head office several times, I’ve still had no direct contact or meaningful update from SCS.

If this isn’t resolved properly in the next couple of weeks, I will be issuing a Section 75 claim with my credit provider. Very disappointed with both the product quality and the lack of communication.

Updated 5/6/26

Thank you for your reply. I need to clarify the situation regarding the seat and back padding issue, as this has been raised repeatedly and should already be on your system.

When the technician attended to assess the lumbar support, I specifically raised the padding and comfort issue with him. He took extensive notes, photographed the areas of concern, and told me that this would be included in his report. This was not a casual mention — it was a clear complaint about the sofa being significantly harder and less padded than the showroom model.

Following this, my wife and I went into the store and sat on the demonstration model again. The difference in padding and comfort is obvious. My wife then had a detailed conversation with the store manager, who told us she had emailed “everyone she could” about both issues and that we would receive a call the following Monday.

We received no call, waited over a week, and then emailed the store manager again. She confirmed she had sent another email. I now have this as a written email trail, not just a verbal discussion.

To be absolutely clear:
This is not a warranty claim. This is a “not as described” issue under the Consumer Rights Act.
The sofa delivered to me is not the same as the sofa demonstrated in store in terms of padding, comfort, and overall feel.

You already have all of my details, and this matter has been raised multiple times through the correct channels. I therefore expect a direct call from SCS, not a third‑party warranty repairer, as this is a statutory rights issue, not a warranty matter.

If I do not hear from someone within one week, I will proceed with a Section 75 claim with my credit provider.

Nice welcome to the Preston store by Ben. He was friendly but not pushy. He let me look around on my own but was always aware if I needed to ask a question. He was knowledgeable about the stock and prices. After checking out a nearby DFS, I returned to Poltrone and ordered a sofa and a sofa bed.Bit of a wait for delivery but great service so far.

Good contact, sofas arrived earlier than expected which was a bonus, delivery guys were great, knew their stuff and were quick and respectful

1st time visiting the store, and what a lovely experience from 1st going in. Met at the door by a lovely lady who explained everything to us, we were thrn given a bottle of water and a shopping bag..always a bonus, tea and coffee also offered. Sofa purchased job done would highly recommend, the quality of the furniture is fantastic.

Excellent visit and help from Chris. We were only looking but ended up buying. This was not because of a hard sell. If the Sofa is as good as the purchase experience we will be happy.

From the staff in the shop on Preston docks especially Alison to the delivery team. Can’t thank you enough well done.

Lovely and friendly staff and the sales room smelled amazing 😂😂😂

Lovely chilled atmosphere the shop smelt lovely very welcoming team. The shop is spacious and we had time to look round without being hassled. Really helpful staff really happy with the sofa and the help and advise.

First class furniture exellent quility delivered on time by Two very professional Delivery men

Spot on ,nice lads .every thing run smoothy

The delivery team we're respectful and assemble the sofa with care.

The delivery team were perfct+

From entering the store to having our new sofa delivered the experience has been second to none.
Very impressed with all staff involved with our purchase .
A big thank you to all involved.

The Sales Lady Donna was very patient with us and Assisted us making the right decision for our home. We have had bad experiences in the past with companies going out of business so we felt reassured paying a deposit of over £1200.00 on a three month delivery promise.

Staff were very nice and friendly and not pushy with very good product knowledge.

Pleasant ,friendly helpful staff,eager to please also no pressure to purchase