Quick service very professional furniture set up in minutes

Title: 20 Weeks and Counting: Poor Communication and Unacceptable Delays
My experience with this company has been extremely disappointing. We purchased a sofa with an estimated delivery timeframe of 12 weeks, yet we are now in week 20 with no delivery and no meaningful updates regarding our order.
Throughout this process, we have encountered a number of issues:
• Lack of Customer Support: The main customer service department has been unwilling to assist with our enquiry, advising that support cannot be provided until the order has been delivered.
• Incorrect Attribution of Responsibility: When contacting the Speke store, we were informed that the delay was due to our failure to update our address. This is inaccurate, as our change of address was communicated at the time of purchase. Despite the fact that our new property is only a short distance from our previous address, the updated postcode was used as grounds to request additional delivery charges and raise the possibility of redirecting the order to another distribution centre.
• Unfulfilled Commitments: Following numerous discussions, we were assured that the matter would be resolved. However, after those assurances were given, several weeks passed without any communication or progress updates.
• Lack of Accountability: During a further call in week 19, the store advised that a follow-up email had been sent regarding the order. However, no estimated delivery date or timeframe could be provided, and we were informed that providing updates was "not something they do."
• Failed Escalations: I subsequently contacted the aftercare team, who advised that the matter would be escalated to the store manager, area manager, and transport team. More than a week has passed since that conversation, and we have yet to receive any contact from any of those parties.
Waiting 20 weeks for a sofa that was originally quoted with a 12-week delivery timeframe, while receiving virtually no communication, is unacceptable. The lack of transparency, accountability, and customer service throughout this process has been extremely frustrating, and I would urge prospective customers to carefully consider these factors before purchasing from this company.

All the staff at the Liverpool/ Speke branch were wonderful.
I am disabled and have to use a walking stick, I was guided around the store and taken to the pieces that were suitable for me. I was given a drink along with my daughter and grandson. Paul, who had walked round with me nearly all the time was able to take my payment and order my sofa. I highly recommend that the store and its staff. Thank you so much for a liveky experience.

A really great experience. Mel at Speke was excellent as we went in three times and she made sure she gave us space whilst being informative. She was thorough and never pushy. The man that did the final sale was also really good. He spoke us through everything and gave really good information. The only thing we wanted was a seat while we went through details. Having an area for us to sit with the sales team would be good as it’s quite a long process.

Soon as we walked in Meliane was very welcoming and showed us a lot of options and showed us around and any questions we need to ask she came back with a very positive answer I would recommend SCS to other people special the store in Speke Liverpool

The staff went above and beyond to be helpful, they did not push me to buy, they were patient and took time with me for me to make my own choices. They explained all items come with choice of material and colours. The shop is well stocked with multiple choices and smells absolutely wonderful. All-in-all a great shopping experience.

After asking to be shown leather corner suites with recliner seats we were shown one that we loved, sadly the one that was delivered was not a recliner and store are saying its our responsibilty not theirs even though it was their salesman who put order through wrongly. They are quick at taking your hard earned money but not helpful when they make an error. They need to give staff update how to input customers orders correctly, so not to cause huge dissapointment when furniture delivered. When going back in store Paul who served us said he could not remember our request for recliner, but that was the sofa he showed us and we were unaware you could buy it without recliner

So happy with my couch, the guys delivered did a great job (all installed as the couch came in two sections), which allowed ease through smaller spaces (clever).

The quality is excellent too …

Very happy 😃

On my first visit to the Speke, Liverpool store I was welcomed, given general advice on how it was laid out and encouraged to browse at my own pace, feeling no sales pressure which I have experienced in other places. It was one of the managers I spoke to and she was on hand to advise/help when I had questions. On my return trip the same manager assisted me, giving me full details of the item and various options on materials, thoroughly explained the ordering and delivery process for what I wanted. Looking forward to my delivery now 😊

**Very Disappointing Delivery and Customer Service**

I am extremely disappointed with my experience with Poltronesofà. My sofa was scheduled to be delivered on **5 August**, but I have still not received it.

What is particularly frustrating is the complete lack of communication. I have received **no email, phone call, or explanation** about why the delivery has not taken place or when I can expect my sofa.

I contacted the Poltronesofà office in Sunderland, but I was told that they were **not responsible for the delivery**. I then contacted the Speke store **twice** and left **two voicemail messages**, but nobody has returned my calls.

Meanwhile, I have received correspondence from the finance company regarding the purchase, and, unbelievably, I even received an email from Poltronesofà **congratulating me on my new sofa**, despite the fact that I have not received it!

This level of communication and customer service is unacceptable. I simply want to know **where my sofa is, why the agreed delivery date was missed, and when exactly it will be delivered**.

I would appreciate an urgent response and a clear explanation of what has happened.

Staff in shop were very helpful when buying my new suite. Delivery team were very courteous and left no packaging behind

Sofas are beautiful, from purchase to delivery was 8 weeks.
Only thing was the delivery date. I received a date which wasn’t convenient so I called and changed it only to receive another text with another date earlier than the first so had to call again. The call operators I’m sure are AI as both times they lacked any emotion or personality and no apology for me having to call again.
The delivery guys were great, sofas assembled and rubbish removed and respectful to me and my property.
I would recommend Poltronesofa’s

Really good experience in the shop .Good experience of delivery although there is slight damage to the chair base. The company have quickly sorted a repair. The people on the help line were excellent.

Danny (from the Wigan store) was very very helpful from when we entered the store until 1.30minutes later when we finally found what we wanted he was very patient. Him and his colleagues on the day were very helpful too. Danny offered cool water in nice tetra packs. He was amazing. Highly recommend him.

One guy said flat 3. I said yes. He wanted to come in to see where they where going. I said hello to the second man. He totally blanked me. They where rushing to get it done. I said to one feller. Look at the mark on the suit. So he got on his knees. Spat on his hand. And started to proceed rubbing it like mad. For two to three minutes. Which wasn't good. So the next day. I spent most of the day trying to clip the in. Ive done it about 10 times today. I didn't think they come apart that easy. Every time you sit on them. If I would of know that I would of gone somewhere else.

We bought from Speke shop in the sale and needed time to measure space at home to be sure the staff where great and kept the suit until we returned .

Very happy with service from sales to after sales, very easy to contact and helpful when required

Friendly , courteous staff

Patient and informed staff helped us chose the right sofa for our needs.

Received wrong chair. It doesn’t match the sofa that we ordered earlier although serial numbers are the same. Our sofa is dark fabric and armchair is light faux leather, it’s a different style too hence not matching whatsoever. Delivery team was great but they refused to take the order back. I’ve submitted the complaint but no one replied as yet. Now I’m stuck with a set that is a complete disaster.