Although later than originally said, was kept informed of delays regularly. Operatives were efficient and courteous and set up was easily carried out by them.

The salesman was extremely helpful, no pushing to purchase

The service in the store was very good, sales person helpful and informative.
But final satifaction rating will obviously depend on delivery of the furniture as promised.

A very helpful member of your staff guided us towards us deciding our purchase.

Good communication.
Polite, helpful delivery with good explanation

As soon as myself and my mum entered the Dartford in Kent scs, we were greeted by a cheerful and friendly member of staff called Andy, he gave us alot of Information about different sofas and he was able to answer any questions we had, we both felt at ease all the time.

My experience with Poltronesofà has been nothing short of unacceptable.

We placed our order in December 2025 and, after a lengthy wait, received furniture that was not what we ordered. One of the items arrived in a completely different colour. We reported the issue immediately and were advised to accept delivery while it was investigated.

Although Poltronesofà eventually accepted that the furniture was incorrect and authorised a replacement, the customer service that followed has been extremely poor. Communication has been virtually non-existent unless I have chased repeatedly by email, telephone and in person. At no point have I felt like the company has taken ownership of its mistake or made any meaningful effort to keep us informed.

The most astonishing part is the timescale. Having ordered in December 2025, we are now being told that the replacement furniture may not arrive until August 2026. That is approximately eight months from the original order date to receive furniture in the colour we selected and paid for.

Despite the error being entirely of Poltronesofà’s making, the company has refused to offer any compensation whatsoever for the inconvenience, frustration, wasted time and prolonged disruption caused. Their position appears to be that providing the correct furniture eventually is sufficient, regardless of the impact on the customer.

What should have been an exciting purchase has become a drawn-out and frustrating ordeal. Mistakes happen, but what defines a company is how it resolves them. In my experience, Poltronesofà has fallen well short of the standards I would expect from a retailer selling premium-priced furniture.

I would strongly advise prospective customers to consider carefully whether they are prepared to accept the risk of lengthy delays, poor communication and a lack of accountability should anything go wrong with their order.

Order placed: December 2025
Incorrect furniture delivered: Yes
Replacement authorised: Yes
Expected resolution: August 2026
Compensation offered: None

Based on my experience, I would not purchase from Poltronesofà again.

Very good timely let us know what n good time and put together well

We had just been to B&Q and whilst we were in the retail park we thought we’d take a look at Poltronèsofa. This was the first furniture shop we looked at and had already said we wouldn’t buy the 1st one we saw. So what happened? We bought 2. We first spoke to a lady at the Dartford, prospect place store who was very helpful. They had a display model for sale which we really liked. Although it was and end of line model, the fabric was still current and we found another settee that we really liked that could be made with the same fabric as the display model. Larry was our salesman and he was very helpful, friendly & knowledgeable. All in all we left the store really happy with our purchases plus no need to traipse around other stores. Would thoroughly recommend this store.

I was asked to pay a deposit of £250 which I did by card and told I would get an email with all the details including receipt,then got a phone call the next morning saying the payment never went through so could they have the card details again.
I was told it hasn’t gone through again so it must be a problem with American Express so could I use a different card which I did and it went through, now the other two payments have gone through I have paid £750.
I have spoken on the phone twice explaining the problem and been into the shop and spoken to who I think is the manager who told me they know about the problem and the £500 will be refunded.
It is now nine days since I raised the issue and still have not been refunded or even have receipts for the £500.
This is beginning to stress me out now and wish I never walked into the shop in the first place

Staff were excellent polite friendly service

We made several visits to the showroom before purchasing, and the staff, especially Andy, were always very friendly and helpful. The delivery service was exceptional. We were kept well informed of delivery date and time and the men delivering were very professional, making sure everything was to our satisfaction.

All the staff were very helpful and efficient.

The sales advisor explained everything I wanted to know in simple language that I was able to understand.
I was allowed to take my time to make sure i choose the right product which suited my needs.

We was not pressurised in any way the show rooms are well lit and very spacious all questions we had was answered in a understandable way

You're staff at the Dartford shop were very helpful

Staff, were very helpful and friendly. Also a great choice of sofas

EXCELLENT SERVICE , HIGHLY RECOMMEND, DELIVERY AND INSTALLED BY VERY PROFESSIONAL STAFF.

Good instore experience.
Excellent delivery service and great sofas.
Very happy with my purchase.