Brilliant experience in store, Charlee helped us find our sofa and talked through all the colours and fabrics with us so we could choose the one we wanted! Great service and felt personal and relaxed. Definitely recommend!

Throughout the process of purchasing our items we have been kept up to date with delivery information. This information was via text and clearly outlined the expectations with regards to being available on the identified delivery date. Once the date for delivery had been confirmed a text was received highlighting a time slot for delivery and included in the text was a link enabling the position of the delivery van to be tracked. When the guys arrived with our items the guys quickly unloaded the items and brought them into the house. They were very careful when bringing the chairs & sofa in and added the gliders to the chair legs when the chairs were in situ. The guys were polite and helpful and the whole delivery process took approximately twenty minutes.

The store assistant was very helpful and patient when we were choosing the chairs as this took a long time to decide on our choice. We were emailed our order and an expected delivery date immediately. Although the length of time to delivery was far ahead we were kept up to date with the delivery date. I had to change the date when the chairs were first expected but this was easily changed to a date when I was available.
Before the day of the delivery I was sent reminders well in advance and running up to the date. On the day of the delivery the delivery men phoned me to let me know the exact time of their arrival and they were on time. The delivery people were very professional with excellent customer service. They were very helpful and showed me how to use the switches and the power pack. They were very tidy and took all packaging away with them. They put the chairs in the place that I instructed and left the area clear. I am delighted with the chairs and they look exactly as I had thought.

Our new furniture was delivered on Saturday on time and the two people who delivered it were very good and did an excellent job. Items look good and are comfortable.

We were attended to Primarily by Norris. It was such a pleasant experience, we were left alone and not pounced upon as we had been in other stores we’d gone into.
Norris was so knowledgeable, friendly and helpful and didn’t try to push us to buy the most expensive option.
We described our needs (all whilst drinking a tasy Italian coffee) including having 2 lively dogs and he pointed us in the right direction.
He then checked on us and told us we should take our time and just find him if we find any we want more information on.
In the end I feel we have bought the right sofa and can’t wait for it to arrive.
Thank you for your excellent customer service.
I will be recommending the store to everyone A***

Very friendly and welcoming staff

Staff and service

Helpful and informal visit. Gave good advice. Just waiting for sofas to arrive now to see what they look like in our home!

The positives - the sofa is absolutely perfect, very high quality and just what we wanted.

Then, the negatives... the Delivery and Aftercare (or lack of) from SCS Carlisle.
Originally we were contacted to say our sofa would be delivered on 04/04/26 - perfect. So I duly arranged for our old sofa to be collected by the local council on 06/04/26 (was the earliest they could do). A week later we were informed by text from Poltronesofa that the delivery was cancelled and we would hear once an updated date was available. After speaking to te delivery arm of the company on numerous occasions we were told they did not have a date for it being available to deliver. Weeks passed and our old couch was taken away (council was booked up so we had to go with this date). We had no sofa for weeks until finally we were informed that we could expect delivery in May. We looked forward to receiving our sofa...

The team turned up on the day and were concerned that the sofa would not fit through the front door. They asked my partner to confirm it would not be possible to deliver due to door frame size, my partner said he only had their word for it so had to accept this, and the sofa went away again. The delivery team said they thought we might be able to get the couch delivered if we had one of our downstairs windows popped out of the frame, so this was a possibility.

The manager, Norrie Boag, called and was very helpful, he recommended having one of our windows removed, stating that he knew the team who attempted delivery and that they were 'very reliable', and sent us the name of a local glazer who had been one of their previous customers, and estimated it would cost about £80 for the window works.

We arranged for the glazer to call round and when he arrived he stated that due to how our house was constructed, the window frame would need to by physically broken and a new one fitted, ball park £400. We then contacted a glazer who has done work for use previously and he said to get a matching window, would be around £600-700. Not wanting to have a mismatched window, we agreed to the work and organised a new sofa delivery date.

This is where things went downhill... The glazer called round and removed the old window and frame, ready for the 2nd delivery team. the 2nd delivery team arrived, took one look at our sofa and said 'why was this a redelivery, it'll fit through your front door no problem if the headrests are removed'. At this point our old window and frame was broken up, and there was nothing we could do to avoid the cost of the new window. The delivery team were wonderful, but we did notice that they were a subcontractor, and this makes me wonder if the first team were too, and if the first team had little knowledge of the sofas they were delivering. Anyway, sofa delivered, window replaced, job done.

I called SCS Carlisle immediately to explain what had just happened and that obviously we were very upset that we had had to pay for a window we didn't require. The women on the phone took our details and said Norrie would call us back, and also told us to contact the customer complaints team.

We called the complaints team, only to be told by recorded message to raise a complaint on the web. I did so and waited for almost a week - no response either from Norrie or SCS.

I called the store a number of times and each time was given random reasons why Norrie was not available - 'you're on his list to call', 'he's doing staff reviews', he's not in'. Even when I did get through to the complaints team on the phone, they attempted to get him to call me but again we were hit with 'he's in a meeting'.

I attempted one last time to call the store, by now this was early June, and the person who answered the phone (same person who told us to go ring the complaints team) again uttered the 'he's not in today, would you like to leave a message?'. i said there was no point as Norrie appeared to be avoiding us and she LAUGHED.

To date we have had no communication from SCS, other than an automated email refunding us for a charge of approx £120 for the second delivery.

What started out as a very good in store experience has just descended into a complete joke. We will not be dealing with SCS again and will seek to take this up with the furniture ombudsman, whom SCS / Poltronesofa are a member of.

** Update **
After posting here and receiving a response from SCS social media team, the store did call and apologise. They said they had passed my number on to the distribution centre and that they would be in touch shortly. The store called me on 13/07/2026. As of 22/07/2026, we've heard absolutely nothing from the distribution centre...

Very pleasant and asked where I wanted my sofas also told me how to dismantle my old recliner and if I had any problems who to get in touch with

From start at showroom this experience was awesome. Nothing is too much bother for staff and they are so friendly. You are kept well informed about your delivery and on the day of delivery you can track where they are the a quick phone call to customer giving you a better time slot. Cannot say enough about the delivery drivers friendly and helpful.

It was ok, good sele tion of sofa, customer service is ok

Pleasant service always willing to have a chat rather than just wanting to grab your money.

Great delivery before time stated only issue a leg on the sofa is not straight. Captive nut in fame not square. I will report this to the store when next visiting the shop. Staff were helpful.

Best experience we’ve ever had sofa hunting. Lovely store plenty to choose from, lots of different options. Graeme was very helpful, no sales pressure, just honest helpful advice.

Went today and ended up getting a lovely leather sofa. Jordan walked us through every step and answered any questions we had. The moment we walked in he gave us sound advice on basic options e.g colour and style. Left us to walk around and when we were ready he was very happy, friendly and helpful. Would recommend both the store and Jordan to our friends and family. 2 very happy customers!

Walked into a very bright and open showroom with a beautiful smell. We were welcomed straight away by Nicki who asked all the right questions and directed us to want we needed. We ended up buying a sofa and footstool to be delivered in a matter of a couple of weeks longer for the footstool.
Would certainly recommend a visit

Polite friendly delivery perfect 👌 😊