A “Final Decision” Based on a Photo? Poltronesofà/SCS, You’ve Outdone Yourselves.

If I could give zero stars, I would. My experience with Poltronesofà at SCS has been nothing short of astonishing and not in a good way.

I bought a sofa six months ago, and for half of that time I’ve been working away, so the thing has barely been sat on. Despite this, it has already developed a deep dip in the seat. Apparently, this is not a manufacturing issue… oh no. According to them, it’s down to my “wilful neglect.”

Yes.
A six‑month‑old sofa.
Minimal use.
And they’ve decided I’ve wilfully damaged it.

And here’s the best part:
They made this “final decision” from a single photograph.
No visit.
No inspection.
No assessment.
Just a picture — and a whole lot of arrogance.

When I called to challenge it, I was told the decision was “not negotiable” and if I didn’t like it, I could go to the Furniture Ombudsman. The tone was basically: take it or leave it.

Since then, I’ve joined a Facebook group full of other SCS/Poltronesofà customers, and guess what? Seat dipping is a recurring theme. It’s almost like… wait for it… a pattern. But instead of acknowledging that, they’d rather blame customers for “not following the Care Guide.”

I didn’t realise sitting on a sofa required a PhD in upholstery maintenance.

If you’re thinking of buying from SCS or Poltronesofà, do yourself a favour:
Don’t.
Unless you enjoy being blamed for faults you didn’t cause, dismissed without investigation, and told their decision is “final” before they’ve even bothered to look at the product.

I’m now taking this to the Furniture Ombudsman — not because I enjoy the admin, but because companies shouldn’t be allowed to treat customers like this.

Absolutely shocking service.
Absolutely no accountability.
Absolutely never again.

Reply to the response

Hi Lynsey, thanks for the reply — though it reads suspiciously like it was copied, pasted, and sprinkled with a “Ciao” for flair.

Just to clarify a few things:

1. “The team will review any claims based on the information and photographs provided.”
Yes, that’s exactly the problem.
You made a final decision about a structural fault in a six‑month‑old sofa using the same level of investigation one might use to choose a holiday on Instagram. No inspection. No assessment. No evidence. Just a photo and a leap of imagination.

2. “Sorry this issue would not be covered under the warranty.”
You’re not actually sorry — you’re just repeating the same unsupported conclusion.
Nothing in your Care Guide says “failure to vacuum weekly causes catastrophic seat collapse,” yet here we are.

3. “As your order number is not included…”
If you genuinely wanted to help, you’d have asked for it.
Instead, you’ve chosen the classic “We can’t comment without the magic number” routine, which is a convenient way to avoid addressing the very serious accusation your company made: that I caused “wilful damage” to a sofa I’ve barely been home to sit on.

4. “We will liaise with the Ombudsman.”
Excellent — because they will be asking for:

• your inspection report (there isn’t one)
• your evidence of wilful damage (there isn’t any)
• your justification for a “final decision” made from a single photograph (there isn’t one)

I’ve already provided them with everything, including the pattern of similar complaints from other customers.

If Poltronesofà/SCS would like to resolve this properly, you’re welcome to request my order number and arrange an actual inspection — the thing that should have happened before blaming the customer.

Until then, your response here feels less like customer service and more like damage control.

It was so nice to finally getting the matching arm chair to go with the two 3 seater couches. The crew delivering the chair were quick and efficient rom unpacking to set up.

Delivery no problem, kept up to date at each stage. Szymon and James were lovely and very helpful. Thank you 😊

Our second time to purchase Sofas from SCS Ravenhead Retail Park in S Helens. On both occasions we found the sales staff very friendly, welcoming and helpful. On this occasion Amy was our Sales Lady, she is was so friencly and gave us some great support & advice in chosing and excellent Sofa to match our needs. A BIG thank you to Amy who is credit to her employer

Great service from start to finish.
Great and informative store service. Friendly and professional delivery very quick considering we had 3 large sofas delivered. Highly recommended!

The guys did a fantastic job, gliders and care kit not delivered. I will speak to the branch and sort it out.

This has to be the worse company i have ever delt with. My sofa was 2 months late also got reduced afyer i ordered it . Imposible to call anyone. Please do not use this company.

I would like to express my sincere gratitude for the wonderful sofa that has become a true centerpiece in our interior. Made from high-quality materials, it is not only aesthetically pleasing but also very comfortable to use.

A special thanks to the delivery service: your team performed at the highest level, ensuring timely and careful delivery.

I recommend this company to anyone looking for quality furniture and professional service.

The tracking of the delivery was a joke. The time constantly changed as did the location of their vehicle in an unbelievably erratic manner. No help at all. I then received the delivery job sheet by email signed by someone else before the sofa had been delivered. When it was eventually delivered the two-man delivery team were not as careful as I deserve to expect for £129. They were obviously subcontractors. They wrestled the sofa through the front door and into the hallway. There was no damage but they were just lucky not to have damaged the sofa or anything else in the hallway. I had to prompt them to detach the legs before trying to squeeze the sofa through the doorframe. They eventually did it. I should also say that I live less than 3 miles from the store so £129 was incredibly steep. I was not asked to sign for delivery and the squiggle on the emailed delivery job sheet is not mine. I would say that this is not professional enough for a firm that tries to persuade us to shop with it.

Bought two sofas in May 25 for use n an occasional room. Used lightly but by August one of the legs was separating from the major element of the sofa. SCS sent out a technician who repaired the leg but said that there was an issue with the bolts used.
By November two of the other legs were in a similar state. I spoke to a representative who said that they need to undertake a review and would send a technician and that no other course of action was available. She promised to phone back today after the technician had reviewed. The technician said that both sofas were faulty. I had to leave him to asses and he repaired the two broken arms but said the sofa was bowed and needed a middle leg.
No phone call from SCS so phoned at 3pm to be told that as they had been repaired then we were stuck with them. I was told that as they senior management would need to make any alternative decision but none were available. No confirmed decision timetable.
Just gone into the room to find more than 10 staples discarded on the floor,
Hi Lyndsey still not had any update from customer services, do you have any updates ? I was promised an update on Friday last week
Hi Lynsey despite your observation that I’m due a reply in two days I find another day ending with no update. Perhaps you could could spend some time chasing your colleagues in customer service ?

Great service. On time, respectful of property. Very friendly and courteous. Quite a few steps to go down and a few awkward turns but Paul and Harrison had no problems getting the sofas into the house.
Lovely service. Thankyou

In store staff great. Delivery was running 2 hours late. They took one look and decided it wouldn't fit through the door of the room. Left in garage instead and I got it in myself with a friend the day after and put it together. Store great again and Delivery/installation eventually refunded

Delivery was great we were kept informed at regular intervals by e.mail and text the delivery men Shaun and pjd were polite and respectfully at all times unpacked every thing and took all packaging away after making sure all was OK

Very knowledgeable friendly staff at the showroom. Nothing was too much trouble. Suite delivered on time. Delivery crew very professional Suite is excellent quality. Highly recommend

Matt and ste were lovely, did all the lifting for us, made sure we were happy and put rugs down to protect our floors, they couldn’t do enough for us.
The sofas are amazing, lovely quality.
And the sales team at the shop were amazing too, all in all a good experience, the only negative I can think is it took 4 months from order to delivery but it was worth the wait.

I am so in love with my new sofa!
The delivery was a little later than advised, however it’s to be expected when you take into account traffic, the unloading and setting up of the sofa and the manoeuvring getting it into the house! So totally understandable in my opinion.
The delivery men were absolutely brilliant. Polite, friendly and efficient.
From start to finish I had great service in the showroom right through to delivery. I could not be happier. Now to test the quality, hoping it doesn’t disappoint!

Really friendly, rang plenty of time ahead to let us know when they would be arriving, quick delivery and building of the sofa.

Great delivery service- updated regularly and a tracker to see where the delivery van was. Friendly drivers, very efficient at their job

Worked well very friendly and chatted with my grandson left no mess everything perfect

Went to SCS to pick a couch had a bit of an idea what I was looking for but not sure keith was a great help he took us round showing us the different types we chose one Keith explained everything in detail very helpful very patient with us lol great communication very knowledgeable absolutely amazing member of the SCS team 100% would definitely recommend SCS and Keith