The service I received in store was excellent.

My experience with SCS / Poltronesofà has been extremely disappointing.

When I ordered the sofa, I clearly explained to the salesperson that I wanted the chaise on the left-hand side when sitting on the sofa. The salesperson entered it as a “left chaise”, but Poltronesofà uses the opposite convention — left when looking at the sofa from the front. I did sign an order containing drawings of the modules, so the sofa that was manufactured matches the paperwork. However, my original requirement was clearly misunderstood when the order was prepared, and the different convention was never explained to me.

More seriously, before ordering I specifically told the salesperson that I live on the fourth floor and that access through the building and my flat is relatively narrow. I raised this because I was concerned about whether the sofa would fit. I was reassured that this would not be a problem and that the individual modules could be brought into the property.

When the delivery team arrived, they were unable to deliver one of the corner sections. They explained that this section would have needed to be dismantled to get it into the property, but it could not be dismantled.

This is exactly the issue I raised before buying the sofa and was assured would not be a problem.

I am now left with only part of the sofa in my home, with one complete module missing, and no certainty whatsoever about how or when the situation is going to be resolved.

What has made the experience significantly worse is the complete lack of follow-up.

The delivery team told me that the manager would call me that same day. Nobody called.

I called customer service myself later that day. An agent assured me that somebody would call me back and transferred me to the manager. I reached voicemail and left a message. Nobody called.

On Friday, after still hearing nothing, I called again at around 1pm. A different agent told me that I would “100%” be called back shortly. Again, nobody called.

It is now Monday and I have still received no call, no apology and no explanation.

I would have had no problem being told, “We are very busy and the manager will contact you on Monday or Wednesday.” What I find unacceptable is being repeatedly promised callbacks that simply do not happen.

Trying to raise a formal complaint has also been unnecessarily difficult. The customer service email address I tried to use responds automatically saying that the mailbox is no longer in use. Customers are instead directed to an online contact form.

That form does not allow you to properly explain the situation in your own words. You are forced to choose from a limited set of predefined reasons for contacting them, such as “I think my order is wrong”, even when that does not accurately describe the problem. The amount of text you can enter is also very limited, and the form requires multiple photographs regardless of whether photographs are actually relevant to the complaint.

For a situation involving incorrect sales advice, a failed delivery and a dispute about what was promised before purchase, there appears to be no straightforward way to submit a full written complaint by email and explain what has actually happened.

So at this point I have:

* a sofa configuration that does not reflect what I originally explained I wanted;
* a missing module that could not be delivered because of an access issue I specifically raised before buying;
* part of a sofa sitting in my home;
* three promised callbacks that never happened;
* no apology;
* no clear plan for resolving the situation; and
* no straightforward way to submit a detailed written complaint through their customer service system.

I have completely lost confidence in the company and I am requesting a full refund.

I would strongly advise anyone buying from SCS / Poltronesofà to make sure that every important detail — particularly access requirements, sofa orientation and any assurances given by the salesperson — is confirmed very clearly in writing before placing an order.

Update – 25 August: Poltronesofà have replied publicly stating that the store is “currently dealing with this”. For clarity, I still have no proposed resolution. I contacted the store myself yesterday and spoke to a salesperson because the manager was unavailable. I was again told that the manager would contact me. As of this morning, I am still waiting.

I Just purchased a sofa from poltronesofa and the staff and service we received was amazing can’t praise the staff enough the man we dealt with was Jav he was very helpful and friendly and explained everything in detail about the sofa we bought. The manager of the store came over I never caught his name and made sure all the order was correct and thanked us for our purchase he was also so nice would highly recommend this sofa shop.

The sofa and chair were so comfortable it was amazing but to make it all worth while were the two guys with the delivery who helped my wife immensely thank you again (we will be back)

Mohammad was very friendly and informative and very relaxed with his approach no pushy sales.

Great shop for furniture, staff very pleasant & professional. Very happy with suite, and delivery was spot on and set up with care.

Kevin was very friendly and helpful from the second we walked into the store. He was very knowledgeable about the sofa we chose speaking us through all the options available. Great customer service and experience. Highly recommend.

Jav was a great help in choosing our sofa at Straiton, Edinburgh store. Very friendly, knowledgeable service. We're really pleased with our purchase and the service overall.

The salesman was helpful but overly chatty.

Had a great experience, was greeted as I entered the store and was the staff member explained to myself how poltrone sofas worked, I was then left to explore around the store and I found the perfect sofa and fabric to suite my home. I can’t recommend Polyrone sofas enough. Staff are friendly and happy to help without being hassled.

Your staff were very helpful and friendly

Stephanie was fantastic! She listened to us, knew what would work best, and helped with our budget. We are so pleased with our purchase!

Great range of products. Staff were very attentive but also allowed space to browse. Helpful and informative advice

Never going back unless they get rid of their manager and put Stephanie in his place we had problems getting our sofa delivered and attitude was shocking couldn't have cared less as they had our money , had to pay extra to get it redelivered and first time they damaged our staircase but nothing been done about it can't speak to head office as you just get past about now waiting on them getting back to us as our sofa needs looked at only 2 weeks old disappointed not what you expect for the price we've paid

What a fantastic visit we had to the Straiton store! Greeted by Stefanie, who was friendly and respectful when I asked to be left to browse.
The sofas are just gorgeous, we narrowed it down to two and Stefanie answered all our questions, gave lots of good advice and our purchase was seamless. Prices are so good too.
This Lady was warm, friendly, not pushy and knows her stuff, I'd not hesitate to recommend.

The guys who delivered were very professional and helpful, everything went smoothly

Professional and helpful service at the store. Very friendly and not pushy at all.
Sofas are made to order in Italy so lengthy delivery time was expected. Proposed delivery date was met and pre delivery communication was excellent. Delivery team were very good and considerate.

David F at the Straiton store was a 10/10

We recently visited the Straiton Retail Park location and were impressed on many levels.

The welcome, atmosphere, product and service from Keith, meant that we walked out with a brand new sofa when we had originally planned to browse now (and buy later). Bravo on the Free Delivery!

Now, we just need you to sell us an ex-display C-Shaped, smoked glass table to complete our lasted look.

Open to Offers.