Basically crossed communication, received a phone call yesterday at 16-21 saying delivery would be before 10am the next day 27th then I get an email saying delivery between 1-4pm on the 27th with a tracking code upon using the code it was more specific saying 3-45/4-00 pm only to be awakened at something past 7 this morning with knocking on my door by the time I got out of bed and put some clothes on they had gone, upon checking my phone calls to their credit they had tried calling several times but my phone was on silent, tried calling them back straight away but no answer so don’t know when delivery will be

From the very start in choosing our new sofa, was the store in Warrington. Very helpful staff who went above and beyond in helping us make a decision.
The store layout of furniture was unique and attractive.
Excellent service from members of staff in choosing the right colour and fabric.
The Sofa was delivered on time and set up without any problems, obviously due to their experience.
Thank you to you all.

We have been looking for a sofa bed and found the perfect one in store at Warrington the frame and mattress are substantial/comfy for every day use.
My husband is 6ft 4 so most beds/mattresses were far too small and frames rickety.
This is a superior solid frame and super deep mattress being the European bedsit owners everyday use.
Pippa was really helpful with the massive choice of fabrics to choose from.

My son and I were extremely happy to visit the store in Warrington. We were greeted by Carla who we had met with previously. She immediately escorted us to the sofa we had almost decided upon. Then she asked if we would like a beverage or water of which we were grateful. After a short while Carla gave us all her knowledge about the sofa and chairs, which was quite a lot and confirmed my decision to proceed with the order. Carla was extremely polite,happy and smiley and couldn't have been more helpful. She is a credit to your company. Linda Wignall.

We was met by Carla really friendly helpful, down to earth, she was knowledgeable. She told us about an offer they had on, and she helped us get protection, cushion and delivery for just £8 more than we would of paid for a sofa and delivery. We thought the service was excellent

We was listened to in store about what we was looking for, found us the perfect sofa, gave us an estimate of timing when it would be delivered, we had to change the delivery date when it arrived which was no trouble at all.
On day of delivery we was given a time in which the delivery men kept us updated with, was here just before their due time and atraight away got stuck into putting the sofa together, quickly. Cant thank everyone enough

Great staff very friendly and knew when you wanted a look around and proper think to yourself very respectful.

Customer Service was amazing. Viewed on the Saturday and rushed back next day to purchase.

We walked into the store on a whim, not actually considering a change in home furniture. Staff were pleasant and helpful, standard of furniture against price point allowed us to make a snap decision. A good one.

Pete was excellent and forthright. He made the sale comfortable and not pushy. A great staff member, he should be rewarded for his customer service.

Two settees delivered and installed. Quick, tidy and what you would expect from Poltrone. A new kid on the block and would use again.

Staff member was very helpful while we were choosing our new sofa and chair.

Very informative staff no pressure excellent service from Ryan would certainly recommend

The sales assistant was very welcoming and helpful but also gave us space to shop when needed. She answered all of our questions honestly and thoroughly. It was a very positive experience.

This was our second visit into Poltrone, we originally went into the St Helens store and fell in love with a sofa there (the service there was also fab!). We wanted to look at other stores too, but popped back into Poltrone on our way home to see if they had our favoured sofa in to sit on again. We were greeted by Pete who told us about the offers they had on and how much we could save etc.
He explained about the care package they offer and the gliders we could also add to the recliner. He managed to get us a really good deal, and we bought the sofa there and then! Pete was lovely and we had a good chat about holidays and he made the whole thing very stress free!
The only thing I would mention is we weren’t told about the additional fee for changing the fabric from the one on display. I noticed I had been charged a little more on the invoice when I got home, I emailed to ask and the store rang me the next day to explain. I didn’t expect to hear back so quickly, but it was all dealt with really well. I’d definitely recommend both the Warrington store and the st Helen’s store too

Helpful member of staff
Left us alone to wander after initial introduction.

Sofa was delivered on time but a wire had snapped for 1 of the recliners and I have had to contact the depot 3 times before a call back and customer services myself to get it sorted out! An appointment should have been scheduled and sent to me as soon as it was discovered. I believe it was the delivery men but they said it came like that. The issue is still not sorted and I’m waiting for an appointment. We’ve paid a lot of money for something we can’t use. I feel in a way if compensation for the inconvenience and the way it’s been handled that a free footstool should be offered in way of an apology!

Really nice man that served us beautiful shop lay out brilliant explanation of what we was buying could not of been better

Really poor experience so far and we have still not received the sofa or have a delivery date. We paid for an ex display sofa in full. We were told we would be notified about delivery on the day, Monday at the latest. It is now 5 days later and I have had to chase the store, who are still waiting to hear from the distribution centre. The sofa is in the store ready to be collected. We still do not have confirmation of a delivery date. I have emailed customer service but that email has not been acknowledged. I have been told there isn’t a complaints procedure pre delivery, as they get directed back to the store. The person I have spoken to in the store has been as helpful as she can be but her “hands are tied.” I was initially told the manager is off today and that it would be followed up tomorrow. There was a suggestion that the delivery may be next week now but she is going to try to see what she can do with the distribution centre. This is a really poor and disappointing service, due to the insufficient and ineffective systems in place with this company.

Following on from your reply, no one has reached up to us with an update. We have heard nothing. It has now been 7 days since we bought the sofa and we have not been contacted with a delivery date. Please can someone somewhere address this and deliver the sofa, which is in your Warrington store waiting to be delivered? If your distribution centre is unable to provide this service, surely an alternative delivery method should be arranged.

I have chased the store again today (05/06/26) to be told by John, the manager, that he hasn’t been in since Monday, that it’s on his list of things to do today and that he has other things to attend to. He did not know about me giving Phillippa the dates it could be delivered, following the email she had received from the distribution centre on Tuesday asking for them. He was dismissive, told me there is nowhere I can escalate the complaint to, other than him, and said he would update me before 8pm today. The appalling customer service continues and still no delivery date.

Update 10/06/26 we were told the sofa would be delivered today. Instead, a care package has been delivered and they were not told to collect the sofa. They told us that it would not be delivered today. We have spoken to the store who have said they will arrange delivery this afternoon. Please can someone contact us, as we are not getting any response from your customer services and we need assurances.

Very helpful staff ,never rushed us and gave great advice