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

Lovely helpful staff

Friendly welcoming and clear description of how to read tags/offers on furniture

Excellent customer service from knowledgeable and friendly staff. Provided advice without being pushy or trying to rush us into making a decision.

John Liu was absolutely fantastic. Knowledgeable, friendly and professional. He couldn't do enough to help us and exceeded our expectations. Thanks to him, we have found our perfect sofa and at the best price point too. He's also arranged speedy delivery for us. Thank you John!

The gentleman went above and beyond to help us. Told us about the products then left us to look, was knowledgeable about all products including the stain proofing. Nothing was too much for him. I would highly recommend the warrington store. We'd gone to browse and not buy...

First class service. Delivery arrived on time and was fitted quickly and efficiently .

The guys were quick and efficient very polite 10/10

Young man was attentive without being pushy. He was very patient whilst I was back and too deciding

Warm welcome, very knowledgeable, when asked but did not hover. Really please nice woman.

Dean.Made us feel so relaxed no pressure offered refreshments as soon as we entered.explained all the pros and cons on which purchases we required all round great service will recommend to friends and family

I went into the Warrington branch and a
Nice gentleman called Dale who served me.
He was very polite and helpful.

Made and delivered on time

Superb help. Got exactly what we needed.

The delivery men where very nice unfortunately as they were moving my sofa into my lounge they damaged my door frame taken a chunk of wood out of the frame they left the feet on the sofa which really they should of taken them off