Process explained so it easy to follow with good service

The salesman was superb (James - I think was his name) Friendly, knowledgeable and gave us time. We bought two sofas.

The two guys were grumpy and rude. They were annoyed that they had to take the sofa round the back to get it in the house. They were careless and rushed opening the packaging. He was opening it so fast I thought he was going to cut into the sofa! The other guy then brought another sofa into the house. They thought I had ordered two. They then had to take the second sofa out again. Very grumpy, rude and no communication from them the whole time they were here.

We were left to wonder and look around on our own for a while ( which is always good) but we were aware that someone was there to help if needed. We were then approached by Karen, a lovely lady and she was such a great help. Explained everything and suggested different things while also allowing us to make our own decisions. Great store at hedge end, good staff.

The sofa and chair were in a different colour to the one I chose. I had also paid extra for the battery packs and my order came without them. The delivery men were very polite and spoke to their manager about the battery packs. They should arrive “sometime soon” . I have emailed them about it being the wrong colour. All in all, very poor service.
9th July and still no battery packs for sofa and chair. Very poor customer service

I liked dealing with the sales team. I liked the efficiency of the delivery drivers/installers. I absolutely abhorred the attitude of the delivery centre call staff they were unhelpful and uncooperative. They promised a call back it never came they are awful.

It was lovely to actually walk around and not be bothered my the sales team. Yes, they occasionally asked if you were ok or even if I wanted a drink, but nothing like a cars sales team looking for commissions.

The only downside, is the wait for the call to arrange delivery, especially after paying hig amounts for a sofa. There should be more emphasis on after sales care, as there is in the shop.

The salesman Dan. Was absolutely brilliant in his demonstration & explanation of the product we purchased

Very happy with service, price and delivery! Would shop with Poltron e sofa again!

Excellent service at the store
Was left to wander, look and try various sofas.
Then help was on hand when ready to purchase

Great knowledge of products. Extremely helpful with walking us through options. Excellent experience all round.

Very helpful staff and settee offered at good price.

Well it all started OK, we spent an hour choosing the sofa, long discussions were had with Jamie, about a Viserba power recliner corner sofa as displayed in the store, we wanted the exact same sofa (reverse hand) except for colour. Then Jamie went on to ask, Did we want reclining headrests etc etc. No thanks, that’s what we want, just the recliner, there, which at the time was on offer at £2599. We asked and Jamie confirmed, that it was £2599 as is. We then initially were told it was only £20 extra for the change of Colour, then he corrected himself saying £120. Then he added delivery of £129. We paid a deposit of £900. Jamie had trouble with the tab he was using to process the order, saying they were having problems putting orders through. He was extremely helpful and told us he’d put the order through later in the day, due to the computer problems. The way they operate, the representative reads out what you want, then you just get a blank screen presented to you on a tab and are asked to sign with your finger, for them to place the order. So you’re left to trust that the representative has put through the correct details. Now Jamie we trusted, and we don’t think it was his fault. So when the sofa came yesterday, and they put it together, and went to leave, I said ‘hang on a minute, where’s the electrics for the recliner? They told us that was what we ordered, which was not true. We spent ages with Jamie discussing the recliner. We paid for the model with the recliner. So we told them to take it away, it was not usable for us without the recliner. Mrs Kendall is severely disabled and very poorly and we needed a recliner with a chaise so she can look out to her garden. We phoned head office and the store and they said we had ordered and signed for the model without the recliner. As I explained, we don’t know what was put through on the computer later that day. The description is very long winded on the www, and well we trusted the expert, their expert to have put the order through properly. We initially got blown off, until Jamie phoned us back saying yes it was his fault, he had spoken to a colleague who remembered the computer problems, and he remembered helping us choose the colour and discussing the importance of the recliner,due to Mrs Kendall being a wheelchair user. Jamie assured us that we would get a full refund or we would have the option of waiting for the correct sofa. He told us the manager wasn’t there today, but he would phone us the next day, today, and arrange the refund. That’s not what happened though, the manager phoned saying he will have to wait until tomorrow to see what could be done, but that as we signed, it was always considered final. So we got blown off today, instead of getting the refund we were due, we got an excuse of having to talk to someone else tomorrow. My wife was already seriously ill, and because of this we nearly lost her last night. So we will have to involve our lawyer and credit card company. As I said, don’t go there.
On looking at the website today, we believe that as there are so many versions of this sofa, with recliner, without recliner, right hand, left hand, recliner with power head rests, recliner without power headrests. They’ve just accidentally put through the order wrong later in the day, due to the server problem Jamie remembered occurring at the time, when he spoke to us and owned the error. And if you note the reply from Poltronesofa, it just confirms how dangerous this company and it’s procedures are. Just don’t go near them is my advice.

Two lovely delivery drivers, Taha 2 and Taha mate 2 delivered my leather settees and chair with great care. Set it all up, explained how the recliners worked and we're very polite.

Under no pressure in shop when thinking of buying new sofas as was only making initial looking. Good up to date info about delivery and on the day delivery. Helpful delivery guys.

Our experience was very good. Scott our salesman was extremely helpful, full of information and talked us through everything.
Very satisfied customers
Thank you

Staff Dan was very helpful

Very helpful staff with good product knowledge.

We were very happy with all staff we had dealings with. We did feel we could have been kept more updated on order. We had just a text to say delivery was due. Would of like a bit more time with delivery team with time to discuss any problems. Would recommend poltornesofa.