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 👌 😊

From the minute I stepped in the store staff were friendly and not pushy very helpful and the guys from Livingston that done delivery they were pleasant and chatty and weren't long at installation would recommend definitely

Easy to buy friendly seller. Excellent delivery.

On the day of delivery, we were kept up to date with the arrival times, the guys arrived and were very pleasant, they were very efficient, very careful and very polite, so far we are very happy with the product and the excellent service provided by the delivery guys, the purchasing process was also very pleasant, with no pressure to purchase anything and plenty of advice on what we wanted, overall a very good experience so far.

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