Update 13th August 2026

We were granted refund of delivery fee and an email was received on the 13th of July to confirm this. We were advised that the refund would be processed within 14 days. It got to the 31st of July and ALAS, no refund. We chased this up via phone to which initially the details could not be found on the system because, again, surprise surprise, it was under the wrong address. After speaking with a very helpful lady on the phone, we were advised that the refund was processed on the 14th of July and would take 14 working days to process. 14 working days from the 14th of July takes us to the 31st of July, the day we called to chase. The lady said the refund would be in the account next week. While I do not blame her as she was helpful, at this point, how can we have any faith in the promise of a 14 day refund period, when 'next week' took us beyond the 14 days??

From start to finish we have had to chase this company non stop, for delivery updates, re-delivery updates and even refund updates. It is an absolute joke.

Everything was made difficult, including something as simple as never having provided us with an order number at the time of order, thus the only details we could give were our address (which they could not even get right anyway).

I am leaving my review for the company itself at 1 star, as I do not see how I could possibly raise it to 2 stars even now that the refund has been received. However the lady that we spoke to on the 31st of July, and the general staff at the store in Carlisle were the only saving grace in this as they did as much as they were allowed to, to help us, as the company seems to prevent them from giving customers fair and reasonable resolutions, especially when the managers decide to run away and avoid responsibility!

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Absolutely awful service and the store manager should hang his head in shame.

Placed an order for 2 sofabeds in mid April. We were aware that the order was going to take a couple of months, no problem there.

We needed to give our old address details at the time of order as we had not yet moved into our new property and we were asked to provide new address details at the move in date. Again no issue at all and we would provide the relevant details to the store.

We moved in on the 17th April and I emailed the store on the 20th April to update them with the details. I received no reply so I had to chase them to ensure the details had been received. They replied on the 22nd of April to confirm they had received the details. Great.

Beginning of June we get a call from the store to set up a delivery date. We elect the 18th of June. The 18th of June comes and at 3pm the sofas have still not arrived. I called the store and they said because it is an out of area postcode they would need to arrange a delivery date. I said "no...the delivery is due for today but you haven't shown up." They said they'd have to get back to me. They never did.

After 2 days of calling the store 2 or 3 times a day, we got to learn it had been sent to the wrong distribution centre because their system had not updated.

The sofas are now due to be delivered tomorrow, the 2nd of July. In the meantime we have asked about compensation. The first time we asked about compensation the store manager said "okay great thanks bye" and hung up. He has, since then, been asked on 2 separate occasions to call us back to talk about compensation due to the failed delivery. Norrie has decided to avoid this now on 3 occasions.

As a result we are trying to escalate to a regional manager, but of course the company is very cloak and dagger about this. Thankfully, the Internet is a vast hotbed of knowledge and information and we have found a customer service team who are now escalating it on our behalf.

Watch this space for delivery tomorrow. The sofas will absolutely be scrutinised and we will not be letting this go.

The only grace here is that the general team at the Carlisle store have been friendly and chatty and wonderful to speak with as they try to get things sorted for 2 very upset individuals, but are unable to do so as they are given no way to escalate without the store manager. A store manager who seems to duck and hide at every opportunity.

Excellent service. Staff helpful and considerate

Great sales girl Vikki, she was very informative and helpful. Lovely sales technique. Love all your chairs, such a great choice. Might order another one yet. Could do with a shorter lead time though.

Excellent service

We visited the paltronesofa SCS at the Carlisle department yesterday looking for a new sofa, and we're so pleased we did. We found the perfect sofa that suits all of our family's needs, with a few extra bells and whistles that we absolutely loved.

Graeme was fantastic from start to finish. He took the time to demonstrate all the features of the sofa, showed us the different fabric options, and explained the warranty and care packages without any pressure. He was friendly, knowledgeable, and made the whole experience enjoyable.

We left the store to have a chat about our options, but thanks to Graeme's excellent service and the quality of the sofa, we came back later that day and placed our order.

Thank you, Graeme, for all your help. We can't wait for our new sofa to arrive and would highly recommend visiting Paltrone Sofas at SCS Carlisle if you're looking for great products and outstanding customer service.

We visited the Carlisle shop today and we were met by Charlee who was an absolute natural. She made us feel at ease and was happy to answer any questions we had. Charlee gave great customer service and is a real asset to the shop.

So professional and very helpful. Very welcoming and easy to talk to,

Communication was consistent. The lads were polite and pleasant. They set my sofa exactly where I needed it to go

Discusting service waited from February until June for my delivery wanted to cancel item but sales person in the shop wouldn’t help once they have your money they are not interested would not recommend scs to anyone why reply saying my order was 28/04/26 when it was 09/02/26 I have the proof just say if you want to see it I will gladly send it to you

A lovely, friendly welcome from Vikki at your Carlisle store. She was excellent at guiding us through the many beautiful sofas and their choice of fabrics.
She never once made you feel pressured into a purchase but was on hand to show you the many fabric choices that best met our needs.
Once a decision was made she guided us through the price structure and explained fully the time scale and delivery queries that we may have had.
Everything was explained to us in detail with a beautiful friendly manner.
Vicki is an excellent team member and even supplied us with a delicious coffee.
Would definitely recommend.

I recently purchased a sofa and had an excellent experience from start to finish, thanks to Steven. He was professional, knowledgeable, and incredibly helpful throughout the whole process.

Steven took the time to explain all the different colour options and materials available, making sure I understood the benefits of each fabric and finish. He was patient, answered all of my questions, and helped me choose the perfect sofa to suit my home and lifestyle without ever making me feel pressured.

He also clearly explained the ordering process and kept me informed about the expected delivery dates, ensuring I knew exactly what to expect. His communication and attention to detail made the entire experience smooth and stress-free.

I’m extremely happy with my purchase and would highly recommend both the store and Steven to anyone looking for quality furniture and outstanding customer service. Thank you for making the whole experience so easy and enjoyable!

Very well laid out store , warm welcome from the friendly staff, our "salesperson" was Lily who was excellent all round, we also spoke with the manager who was also excellent . Quality products with plenty of options at a fair price. All in all it was a totally enjoyable experience. Highly recommended.

The service in store was excellent. As it is a long delivery time updates would have been helpful. The sofa delivered is considerably taller than the one tried in store. Also I have had several insect bites since it arrived.

It was all good Graeme was very helpful

Staff very helpful and friendly

Very helpful and knowledgeable staff. No pressure to buy and whole process was very relaxed.

Lots of choices and staff very helpful

Very helpfull and lovely staff look after us in helping too pick sofas

If I could give nil I would. Ordered and paid I full 10th Jan 2026 for delivery start of May. Heard nothing from them multiple calls later it's there but just needs delivered stilkno contact for delivery then they stop answering only get vm. When we finally got through and said why we called told sorry im on another line and hung up sent email now for full refund as this becoming a running joke

Great selection to choose from very helpful and friendly staff first class service