We were greeted with the warmest of welcomes from all the staff the minute we walked through the door, Then Samina explained the company's products and labelling to us.... whilst walking around trying out sofas we were offered coffee, which was lovely, where Samina was very knowledgeable about our questions, taking time to listen to our needs and what we were looking for, not once di we feel like we were being pushed into buying..... With Saminas help we found the perfect product fo us and our individual needs. We were reluctant to buy the warranty due to a recent dissatisfaction with another company, but, Samina thoroughly explained your procedures, to the extent that never in my life have I felt so confident in a product which we were about to purchase, I had to speak to the manager Chris just to give him such feedback about this member of staff, and truly hope Samina is recognised for her ability, her knowledge and her hospitality... working in retail ourselves we know all too well how hard it can be, so Thank you to Chris, Samina and all the staff at Horwich store for making our shopping trip so much easier.....
Regards
Amanda and Chris

The delivery went smoothly,the team were very capable and pleasant. We ordered sliders for the feet,if I hadnt mentioned them they would not have fitted them as they were unaware they were needed,in fact said are never told? Although we were advised of the estimated delivery time it arrived just over 2 hours after the initial one given. I also feel the cost of delivery was very high for 2 chairs considering the speed of installation and compared to other retailers on the same site. The experience in the branch was very good.

The guys came in a box van not sign writen with company name or anything to say what it was . Two delivery guys , only the driver spoke , pleasant chap , they where very respecfull of our property doing everything in a carefull manner , very deliberate in the task of assembling the sofas , they removed all rubbish & left . Then my wife & i had time to look over what we recieved & we are very impressed with the quality / sturdiness / look & the componants . also how well the feet are placed being thought of when fitting it looks like you could only fit them one way having been pre-located prior to on site fitting . Details matter , we watched the guys do there job & they did everything expected . Great job start to finish . Oh & the sofa is great too . Many thanks .

Crew that delivered was brilliant… but had a problem with their van so 6 hours later than expected… main disappointment was no communication about this.. had to ring several times to get updates…expected at least a call to update us on the situation… delivery link was useless as didn’t update.

Customer experience and a salesman that pays attention to detail !

Warm friendly welcome,
Assistant helpful and knowledgeable.

To say I’m disappointed is an understatement.

I ordered a sofa in February, received it in May, and it arrived damaged. It is now nearly end of July, and I’m still waiting for a proper resolution. But nothing!

Initially, I was offered a repair for the transit damage. At the time, I accepted this because I didn’t want to wait another 12 weeks for a replacement sofa. Unfortunately, that decision has only led to more frustration.

A technician was sent to repair the sofa a few weeks after delivery. He appeared to attempt to fix the marks, but instead left the sofa in an even worse condition, it looks far worst now.

The entire process has been a waste of my time. At this stage, after months of delays, failed repairs, I would have expected a full refund rather than more inspections and broken promises.

The customer service and aftercare has been extremely disappointing. I would not expect customers to have to wait this long to resolve an issue with a damaged item, especially after such a significant purchase.

Such a frustrating experience

I’m really unhappy with the sofa itself. It arrived on Friday and by Saturday it already looked like it had been used for years. The leather is loose and looks saggy, and one of the control panels doesn’t work.

My old leather sofa is still here waiting to be collected by a charity, and it actually looks better than my brand-new sofa.

I went into the Bolton store to look at the same sofa, and the one in the shop was much better quality than the one I’ve received. When my husband explained why we were there, the staff seemed to avoid talking to us, which was really disappointing.

The complaint has now been raised and I’m waiting for someone to come and look at it, but right now I just feel like I’ve wasted my money.

Received my sofa and it’s damaged- the delivery drivers said the staff in store are damaging the sofas whilst they are moving them around and the damage it wasn’t caused by them. They said they can’t take it back they will leave it here, but have to get in contact with the store. I have tried calling up several times this morning no one is picking up the phone. Sent an email who do I even contact. Come pick up your damaged sofa.
You know a customer won’t be happy why even send this out? Joke.

My sofa arrived damaged, and even though it was display stock, nobody told me it was damaged before I paid for it.

I’ve called twice asking to speak to a manager, but no manager has come to the phone. Instead, I’ve had to deal with rude staff. One man with a deep voice in particular had no telephone manners at all and was really rude and aggressive.

I’ve paid good money for this sofa and expected much better customer service. I definitely won’t be recommending this company.

The staff in-store weren’t particularly helpful, and unfortunately the quality of the furniture has been just as disappointing. Before purchasing, we made it very clear that the sofa needed to be comfortable because I have a bad back and wouldn’t be able to cope with sitting on an uncomfortable sofa. The sales assistant reassured us that this sofa was incredibly comfortable and that the quality was amazing. Sadly, neither of those claims has turned out to be true.

We bought two sofas, and after only seven months the seat padding has completely collapsed, making it feel like you’re sitting on a metal frame.

A repair technician came out and simply added more padding after taking the sofa apart instead of replacing the faulty foam. He even admitted the sofa was faulty. We also raised concerns about the recliner footrest, which has virtually no padding or comfort. Despite this, he insisted he was happy with it, even though there’s barely any cushioning. Resting your feet on it is about as comfortable as putting them on a pile of bricks.

We genuinely feel we’ve been conned. We relied on the advice we were given in-store because comfort was our top priority, and we’ve been left with sofas that are uncomfortable and clearly not of the quality we were promised. This has been an extremely disappointing experience, and we wish we’d chosen Sofology instead.

The sofa was delivered early AM Saturday and all was present and correct. The time window for delivery was about 4 hours and arrived pretty much in the middle of that, 8.45am approx. It would have been nice to have a bit more of a sleep in on Saturday morning as I needed to be on duty at 7am. A minor quibble given the 2.5 month sofa wait time. The delivery guys did a good job. Look forward to many years of use. Thanks again.

I am extremely angry and disgusted by the condition of the chair that was delivered. It is clearly faulty and should never have passed any quality checks.

The chair is completely wonky, there is a huge gap between the arm and the backrest, and the front armrest is badly crinkled and misshapen. This is unacceptable for a brand-new product.

To make matters worse, the delivery driver simply told me to go back to the store instead of offering any help. After spending my money and waiting for delivery, this level of product quality and customer service is completely unacceptable.

Isn’t there any leadership or management carrying out proper quality checks in this store? From my experience, it appears there is a complete lack of management oversight and accountability. I cannot understand how a chair in this condition was approved for delivery.

I expect this to be resolved immediately with either a replacement or a full refund. I should not be expected to keep or return a defective product when it arrived in this condition.

Firstly I would say from the very first moments of walking in the store Donner greeted us and very nicely asked if we had been in the store before , Donner then explained the ticket system to us and explained she shall be available for any support needed , after 10 minutes, Donner came with a carton of water due to the temperature outside ,this was very great fully received, she sat and decussed to options with my wife and myself and took us to look at other options, Donner also went over the different fabrics and explained everything was made to order ,we decided on our choice of furniture and Donner took us though the full procedure very helpful and very respectfully, both my wife and myself were extremely impressed with the service and the store .

Waited a while for my settee and chair but was well worth the wait I'm over the moon with them you can see they are very well made i absolutely love them the delivery men were very good as well I would recommend this company to all my friends thank you so much

The delivery was a complete shambles. We were given misleading information about the delivery date, then had no phone call, no message and no updates at all. The sofa just arrived. Luckily we were home, but we had to rush around moving our old sofa because nobody had bothered to let us know.

The sofa itself is really disappointing. There’s already a dip where you sit, and it feels really bouncy, like cheap materials have been used. For the money we paid, the quality is nowhere near what we expected.

The customer service has been just as bad. I made a complaint over a week ago and still haven’t had any response. I’ve called twice asking to speak to a manager, but apparently there isn’t one available. The staff just repeat the same thing and don’t actually answer the questions being asked.

Overall, there’s no communication, no organisation and no structure. From the sales process, to delivery, to trying to get help afterwards, the whole experience has been really disappointing and has ended up being a very poor service.

Great and helpful service from Natalie, Tracy & Donna at the Bolton store.
Very disappointed with the aftersales Central telephone service from Poltroon. 2 telephone call back calls totally ignored & never phoned us back.
Very pleased with all the txt messages regarding delivery and the crew delivering were excellent. Very pleasant & efficient and constantly kept us in touch regarding delivery time. Thank you to all those who have made our purchase a good experience. Now found out 16 gliders were failed to be put with our sofa when delivered so having to chase this up & cope with the inconvenience of phone calls,waiting to hear when these will be fitted & waiting in when they are fitted. Not happy about this as glides will be essential when our new carpet is being fitted.

What a disappointment.

I loved my leather suite when it finally arrived, but within just two weeks the leather where you sit was already looking worn and awful. Someone came out and put extra foam in the seat cushions, but it made no difference. It still looks terrible.

To top it all off, I got an email asking me to leave a review, but it wouldn’t let me post a 1-star review. I ended up having to use my husband’s email just to leave an honest review.

I definitely wouldn’t buy from here again. Save your money because you’ll only end up disappointed.

Absolutely shocking service. I was told my sofa would be delivered on the 18th, but nobody bothered to let me know it was actually out for delivery, so of course I wasn’t home. Now I’m expected to wait another 3 weeks because of your mistake. That’s completely unacceptable. Misleading information, terrible communication, and a complete waste of my time. Absolute joke of a company.