Well ordered my sofa 13 weeks ago from this company and am still waiting , I paid in full just under 12 hundred pounds of my hard earned cash had very little correspondence from the company , was told that my sofa would be in the distribution centre on the third of december and they would phone me to arrange delivery they have not bothered so I phoned them and they said it was going to be the fourth now , its been 13 weeks on and still nothing , wish I,d looked at this site before , I would never have bothered with this cowboy outfit .
We bought a new corner sofa from scs a mere 5 months ago taking out 2 years interest free credit with a large deposit paid.after 4 months i noticed the sofa was sinking badly and after another 3 weeks i contacted scs.they sent an upholsterer round who stuffed foam underneath it to stop the sagging.i thought this was a pitiful fix and it didnt stop me sliding down when sat on it.i called scs again and they sent the same guy round again.he said there was nothing else he could do but put foam underneath it and i said this was not datisfactory with the sofa being only 5 months old.i have now recieved a letter from scs stating that as i have had the sofa a long time(5 months old) there is nothing else they can do but put foam underneath it.i am now sending a letter to scs AND the finance company stating my rights as a customer(credit act section 75 joint liability). I had even suggested that we are prepared to pay extra money to get a better quality sofa from scs but that was refused so i have no choice but to go for a full refund and a freeze of the credit arrangement.this is disgraceful service from scs and i will fight for my rights as we are paying a lot of money for this very poor quality sofa.
Just taken delivery today of our new 2 seater/3 seater sofas and I must say how delighted me and my family all are, it's great,the delivery guys were very careful and helpful,this is our second suite in 12 years from scs thanks scs Wakefield.
I bought a leather recliner in July 2012 we took out all warrenty going. A week ago my husband got up from the sofa rather quickly to catch my 1 year old daughter (who was wobbling towards the fireplace) on doing so he accidentally broke the frame/bar supporting the middle of the sofa. We have contacted scs who sent out a representative to take photos and compile a report. She informed me we would probably not be covered as it looks like customer misuse! She said 'it happens a lot when people stand on the sofa to get up' I assured he we did not stand on the sofa or misuse it! By this time she was waiting to leave having zipped up her file. I now dread we won't be covered as I have read the t and c's and it reads neglect, misuse of a sofa will caused the warrenty to be invalid! Should I be worried? What type of accident causing the metal components to break would be under warrenty? Please help. Regards loyal customer (so far) Laura x
We went shopping for a new sofa and finally settled on a Sisi Italia model from SCS.
2 x 3 seaters ordered from the Thurrock store, however, we did ask the chap to ring and confirm the sizes of the sofa's as this was a new model (Rossi) and the in store literature was a little sparse.
The next day the sales rep left a message on our answer phone confirming the sizes and we quickly realised that we needed to amend our order to a 2 seater and a 3 seater.
I went onto the web to see if I could change the order online - I think I googled SCS order change or something like that and to my horror discovered this site and others like it - none of them displaying a good word for SCS.
We quickly read our copy of the SCS T&C's trying to work out what we had got ourselves into and more importantly, how we could get ourselves out of it. We made a decision that we would ask SCS to amend our order and if they did without hassle we would keep our fingers crossed and hope for the best.
Following a sleepless night we returned to the store, told the manager we wanted to amend our order due to the sizes - he amended it there and then, no hassle.
Another nervous 6 weeks or so past and we got a phone call from SCS offering us a choice of delivery dates. We received another call from SCS a day or so later confirming the delivery had been scheduled for our selected day.
On the day of delivery the driver called us to say he was 30 minutes away, they arrived, professionally lifted the 2 sofas into our lounge where they unwrapped them for our inspection.
Both Sofa's look perfect - we are very pleased with them. After sitting on them for just over a week I though it only polite to review our very positive experience with SCS.
Reviews need to be balanced - many people just put up reviews when they have had poor service, perhaps we all need to review the good service as well?
Well done SCS.
So I moved in to my first house and bought my sofa from SCS. I had a fault with my first sofa where the dye had come off and transferred to another part of the sofa. I had an scs engineer come round and say that it was going to be fixed. No Problem. I then got told it was going to be replaced. We asked if we could change it for a different sofa. No problem, Me and my girlfriend went and picked a new sofa. We went for the Linc a 3 seater, foot stool and sound chair all foam filled. I received my sofa end of January. I was happy with my new sofa, until June when I reported a fault with my sound chair. The fault continued after a engineer had been out to replace the part 7 weeks later. The engineer said the fault had continued so ordered another part. Yet another letter came from scs saying the part was going to be about 8 weeks. So more time went on with my sound chair not working. I had to phone SCS to see if it was in stock not them phoning me. It was in Stock so how long had it been in stock and why did I have to ring them. I then spoke Margaret at customer services. What a woman, my opinion is this woman is in the wrong job customer services doesn't suit her how rude she spoke to me and to sort nothing out. Think this woman needs to do some training courses in customer service and not just how to pick up a phone. I the wrote a complaint letter. This got ignored! I then sent it in again and said that the matter would be taken further funny enough I got a reply. Emails where passed by myself and some body else at the SCS customer services. I refused the sofa under the sales of goods act, due to having the sofa work for 4 months and out of action 5 months. They said they will not collect due to it being a high cost to them. My last email said she advises that I keep my appointment and I will get a follow up call from Margaret on the 21.11.2013 after my issue had hopefully been sorted. I heard nothing well I know why I have heard nothing because she offered me a refund of my delivery money. I think I will not hear anything now due to my sofa now being fixed after 5 months. My opinion is if you want a sofa then SCS is a good place to go I have spoken to some very nice sales people there. Justin at Grimsby, Paul at Grimsby but at Scunthorpe now and Zaff at Hull. But if you have a fault or any issues customer service is the worse place you could contact. Full of lies and always fob you off!! Don't get me wrong the sofa and the sales is fines its just if you have any issues the service is S***. I wouldn't recommend SCS due to there customer service department.
Had my sofa delivered and immediately noticed the Ottoman had a design fault with it.
The upholsterer came out, quite swiftly, however the problem wasn't an upholster problem but a mechanical problem with hinges, hence the guy really didn't know what to do except order new parts, which even though I don't think this will solve the issue as the parts are defective and cheap design, at least he is doing what he can.
However, the after care service of trying to get an appointment to get the upholsterer back out is unbelievably bad. I work overseas and live alone, therefore have limited days available to have the guy out, but when I call the service centre to arrange a date, I get told they cant tell me if that date is available until they check with the upholster guy and then they will call to confirm. Because i'm overseas they cant call me, so my girlfriend tries to deal with it, but she also works, so eventually when the service centre finally call, its to tell us the date isn't available and we need to choose another. Then this happens again, we give a date, they check with the upholster people, they then call us to tell us its not available, a never ending cycle. Why don't they have the calendar in front of them for the upholster and make and confirm the bookings while people are on the telephone? SCS sold and delivered to me a defective item, which I noticed within 24hours of delivery, 6 weeks later the problem still isn't resolved. Why is it I'm having to accommodate SCS coming out to me? surely, they sold me defective items, they should be doing what they can to come out and repair when it suits me.
I'm back in the UK in two weeks time, if my problem isn't resolved by then, I will either be returning the goods or i'll be seeking legal representation as SCS are completely out of order here, I shall update this site accordingly. For information SCS also have an interesting returns policy, which isn't legal and just made up.
Firstly, Under the Sale of Goods Act 1979 goods must be as described, of satisfactory quality and fit for purpose. Fit for purpose means both their everyday purpose, and also any specific purpose that you agreed with the seller.
Under the Sale of Goods Act, the retailer must either repair or replace faulty goods 'within a reasonable time but without causing significant inconvenience.
But, if you've decided to buy on the 0% interest route, which most of us do, SCS have it covered, which is probably why the service is so bad. If bought on HP then, Supply of Goods (Implied Terms) Act 1973 comes in. If something is wrong with the goods, you will need to take action against the credit provider rather than the trader who supplied you with the goods.
The Act says that all goods supplied to you must be:
•of satisfactory quality
•fit for purpose
•match their description.
If they're not, you may have rights to make a claim against the finance company. So the next step may be via the credit company also...watch this space.
I bought ex display sofas from them 11 months ago and was advised that they came with a 10 year guarantee.
After 4 months we noticed that the sofas started sinking in and were very uncomfortable to sit on so contacted SCS who arranged for an engineer to come out to have a look at them.
The engineer arrived advised that both sofa's required new foam padding in the cushions. He sent his report off to head office and advised me that they would contact me within 10 days.
14 days later I received a letter confirming that the sofas needed to be repaired and that they have ordered parts which will take 5 - 6 weeks to arrive.
I received a phone call after 5 weeks advising that parts had arrived and the upholster will contact me to arrange an appointment to repair the sofas. He contacted me the next day and arranged an appointment. When he arrived he only had half the parts. He went away without doing the repairs and advised he would arrange another appointment. 5 weeks later again the same thing happens. SCS advise we will order the parts again.
On the 3rd visit he arrives again with half the parts but agrees to repair what he can as sofa were unusable. He stripped away the cloth under the sofa and started doing the repairs until he saw 2 mouse droppings. He sits with the sofa on its side for over 30 mins and then refuses to do anymore as there is a mouse nest in the sofa, i ask him to show me the nest but he cant. He closes the sofa and goes away and advises we will arrange someone else to come and repair it and SCS would contact me within 3 working days.
5 working days later I contact SCS and they advise they will not carry out the repairs as there is a mouse nest in the sofa, when I asked them why no mouse ran out of the sofa when it was on its side for 30 mins they have no answer. I told them the mouse droppings could be from the store as the sofas were ex display sofas they said there stores have no mouse and they can guarantee that. When I asked them to show me proof they said they cant.
Now with I'm being stupid or dumb but if a mouse nest was in my sofa at least 1 mouse would have run out of the sofa, but none did. Maybe the mouse in my house like drinking alcohol at night and had a hangover the next day.
I have written 2 complaint letters, made over 50 calls since April 2013 and still nothing has been resolved. They refuse to come repair the sofas or pay a local upholsterer to do the job.
USELESS is the nicest way to describe SCS
Spent some time looking at a sofa with my girlfriend, salesman was pushing us to make a decision throughout, sighing and becoming impatient because we were taking time to compare different styles. Asked about different finance options and next thing forms were put in my face for signing. Taken over to the desk for bank details and decided to ask what the cancellation policy was, was told there was no cancellation policy and attitude changed at this point, became very rude and annoyed. Decided I wasn't comfortable to continue with the transaction so the manager came over to try and persuade us to continue. Tried to guilt us and even said the salesman wouldn't be able to afford food if i didn't continue with the purchase!!! Decided to leave the store immediately at this point, and confirmed from the manager that no order existed before leaving. Later discovered that in my rush to leave the store I had left my wallet on the desk. Upon returning to the store the manager was very rude to me and told me in an arrogant tone that I should be grateful that they had decided to hand my wallet in. After reading so many other negative reviews, I don't know how a comapny with standards so low like this can survive in todays environment.
We ordered our sofas in Oct 2012. They were delivered 6 weeks later, and instantly we were unhappy. We had a 2 seater and a 3 seater chase. The chase part, when you sat in it you fell back and couldn't get out because the separate footstool that made the chase was slightly higher than the frame of the sofa. Also, the cushions (fibre filled) went all limp and tatty after about a week of having them. We were advised when it was delivered to plump them daily which we had done. We called and complained and the guy who came out to the house said that we should have opted for foam filled cushions - we were never given this option when we purchased them. They said there was nothing wrong and I had to keep complaining time after time. Eventually, 6 months into this we finally had the manage of the store come to our house who finally agreed they were wrong and said we could choose a new suite, We did this, and when it turned up, the scatter back cushions were wrong, They didn't match (should have been 2 floral and 2 striped pattern, came as 3 fforal and 1 striped). Rang immediately and told them and they said they would order a replacement and it would be here in a maximum of 3 weeks. 7 weeks later, after 13 phone calls chasing - a replacement cover turned up - it was still the wrong pattern!! We are now 5 months down the line since these were delivered and I am still waiting for the correct cushions and I am still sat here with a sofa that looks ridiculous, The customer service is the worst I have ever experienced in my life, No one is bothered at all about my endless complaints, growing phone bill having to chase all the times, or the fact that I am the customer who is sat with a sofa that doesn't match!!
OK so I went into store and bought a rug at the start of August. Simple? Well no. I was told it would be delivered in store within 1 week and that I could collect it from there. A week came and went, no-one called. 2 weeks came and went so we called them. We were then told it was out of stock and would be the end of September before it was in stock and were told someone would call when it arrived. The end of September has came and went. No-one called. We then called them. No-one had any idea but they would call us back. No-one called us back. The next day we called, and were told it would be another few days and someone would call us back. No-one called us back. We then waited another week and still hadn't heard anything. On Friday the 11th of October, now a full 2 months later we were told it was on its way from the depot which was less than 20 miles from the store and that someone would call when it arrived. It never arrived and no-one called. We called back on Monday the 14th of October and were told it would be in on Tuesday the 15th of October as it was getting dispatched on that day. On Tuesday the 15th no-one called. We called and were told it would be in later that day. We then called later that day and were told someone would call us back. Someone did call us back but said it is getting dispatched tomorrow (Wednesday the 16th) . I have 0 faith in this company to actually delivery their goods. They are a disgrace to the retail industry. On at least 5 occasions I was told someone would call me back and never did. On 4 occasions someone has flat out lied to me about the delivery time. If one person says it is showing on their system as being dispatched on Monday why is someone else on Monday telling me Tuesday and someone else telling me on Tuesday it will be Wednesday. It is now over two months and I still do not have the rug I was told I would have in about a week. SCS you are a disgrace. Your staff are a disgrace and have zero customer service skills whatsoever. I will never buy anything from you ever again and will make sure as many people as I can know never to buy from you.
Steven Morrison found this review useful
Ordered a sofa after much debate and looking, paid a significant amount after being assured of quality and robustness. Sofa arrived however the delivery men managed to tread dog poo all through my front room with brand new carpet! SCS did eventually refund the cost for the carpet to be cleaned. Other issues on delivery included incorrect specification, fibre instead of foam filling, and the cushion pattern was last years! After much wrangling these were replaced.
Finally this week, after having had the sofa for a mere 18 months, the springs at one side have gone....SCS' guarantee....12 months! Money well spent? Absolutely not!!
Within one month of receiving sofa the fabric looks badly worn and marked, scs say its a 'natural characteristic of the fabric' . I live on my own, weigh 8 stone and don't have children. I would say the fabric is of an 'inferior quality'. I am terribly disappointed and upset by the whole ordeal as I paid a lot of money. I have been fobbed off by the manager, and don't have the energy to complain anymore. Wouldn't want anyone else to find themselves in my situation.
If you want to enter into a high pressure 'non-cancellable' deal, (which is NOT explained to you from the outset, then buy from this Company.
My son and his partner recently signed for a suite under the impression that they could change their minds within 14 days.
The home they were buying fell through some days later and we tried to cancel. Then (and only then) we are told that the 14 days only applied to the finance agreement and not the actual order (surprise surprise!) Their entire attitude changed in the store towards my wife, son and his partner, they became arrogant, defensive and downright rude. Speaking with the Head Office and then the sales director's department they were exactly the same, surly and rude, patronisingly saying 'you should have read the contract before you signed it', despite the fact my son was pressured into signing by the promise of a 'no deposit' transaction. DO NOT MAKE THE SAME MISTAKE AS US, READ REVIEWS OF COMPANIES BEFORE YOU SIGN ANYTHING,I wish we had, read SCS reviews for yourselves, it does not make for good reading. I don't know how companies like this survive in today's environment, it has cost us over £500 to cancel an order, for which we would have had to wait 10 - 14 weeks, only eight days after we originally signed. What a lovely present for a young couple, earning minimum wage and trying to make a start in life. Thank you SCS, we have learnt a hard and expensive lesson, I did tell my son and his partner not to even enter your stores, perhaps now they will listen. The Company as a whole do not have an ounce of compassion or reason, all they are interested in is a sale. I look forward to hearing of their demise after such appalling attitudes and intimidating bullish behaviour towards their customers.
I bought 2 leather sofa's from SCS and have only had them a couple of months,after 2 weeks had upholsterers out to rectify a small rip on the 2 seater, since then have noticed the front panels on BOTH sofa's are not fitted right. In a letter I received from SCS on 12/9/2013 they state there upholsterers are fully qualified and carry there work out to a high standard( that's a matter of opinion) Well!!!! not on mine they did'nt.I have asked for a full refund and have been told because I've had them so long I cannot have a refund. If I wanted to buy 2 sofa's with damage I would have gone to a second hand shop!!!! I you would'nt buy a new car with dents in would you???? I would never buy from them again,they just dont want to know because they've had there money.
We bought a sofa from this company thinking it was easy maintenance, with having a disabled parent living with us we decided to get new sofas, after only one week the sofa kept collapsing and sinking. We were told its the way the sofa is made you have to keep taking it apart and puffing the cushings up, with a disabled person with only one arm, how the hell can this be done. WHY was this not mentioned in the shop!!!... We would never of bought the sofas if this was explained to us at the time we were looking, The salesman was infact the manager at the time who himself tried to Mis-sell us cleaning products for the sofa until I told him what I did for a living, Rather than just trying to get the sale why don't they look at the customer and let them know the maintenance needed for such sofas.
I will never buy from this company again and will go out my way to make sure no-one else buys from them too.
Talk about a company with a bad reputation.. problem is you don't read this page till you have used them...
Be pro-active and read the reviews before making a purchasing decision about scs...
Having waited 6 months for delivery of my two new setees, one was completely the wrong color and the the other had the wrong back on it... They said would be another 3 months for the new back to arrive and a further 3-4 months for the wrong color couch to be replaced.... sat on cardboard boxes in the meantime..
we brought a new corner sofa and a new coffee table! the Sofa is poorly made in parts the material doesn't fit properly, i
There were loads of bare threads! they did send a man to cut them off!!! but the FACT is the sofa is not the same quality as the one in the show room! it seems to have been thrown together without any attention to detail.
What is more, when we brought the coffee table we were told it was solid marble. However, within a week a part of the marble came off! this showed that it was basically a very large lump of cement covered in a very fine marble ! talk about miss selling!!!
When we called they said sorry and that the would replace the table! this was back in Jan/February It is now the 12 August and we still waiting on delivery of the replacement table. despite three promises and constant phone calls.
They have my money so clearly don't care!!!!!
We are now writing to the finance company and requesting they collect the table and credit us back.
I Will never ever buy From SCS again and I would advice anyone to stay well clear!
I went into the Chester branch of scs with my wife on 31 December 2012 to buy a sofa after deciding on the Eternity split 4 seater we paid a deposit. We were told by the assistant that delivery would be in 10 to 12 weeks after 12 weeks we contacted the manager who informed us that there was a delay. We finally received the sofa 11 June 2013. My wife noticed that the sofa was a lot narrower in depth than the one we sat on in the store she went online to check the dimensions and found that the sofa was 90mm shorter. We then contacted and spoke to a lady called Anne who measured the one we sat on in the store and confirmed that there is a difference. We were then told that an independent company called Homeserve would call out and take measurements after 10 Days I contacted the manager in the Chester store who informed me that the sofa was 60mm shorter and was within the dimension difference allowed. I told him that when we ordered the sofa off scs we were expecting the sofa to be the same size as the one we sat on in the store. My wife is furious and reckons it is like sitting on a park bench!! The manager told me that I should write to the escalation Dept at scs head office which I did after a week of not getting a reply i phoned the manager at the Chester branch and was told that he was suppose to have contacted me with head offices decision to stand by their decision. I would think that every sofa of the design we ordered would be factory cut to the same dimensions? I would like to warn anyone purchasing a sofa from scs that you could also end up with a sofa or a park bench. I think my next move will be to chase scs through the small claims court for the £1,158 that has been wasted.
I have bought a 3 seater and a 2 seater they just rang to say its ready we go away in afew days and wont have the time shift are old 1 in time and wait for scs any 1 know if they could deliver when we get bk from our holiday? Xx
We bought two two seaters in feb 12 after two weeks the stitching was coming away they came and repaired in may 13 we notice that the back rest on one off the couch was ripped after looking at it the nails are protruding from the frame and damaging the lining .
Also the cushions are collapsing inside and are total miss shaped.the rest of the couch is really cheaply made just total rubbish .
Scs say it is nothing to do with them now and the manufacturing company are sending someone to repair I asked to talk to the manufacturing company and the said no they had to deal with them.
They now want to send someone to the house and take the couch apart and replace all the back frame bit by bit and recover it all in our house with a 3 month baby there(only small house just a small front room that's it ) whey would they do this anyone would expect it to be taken away and repaired I DON'T WANT THE RUBBISH REPAIRING I jUST WANT RID
WOULD NEVER USE THEM AGAIN
Still paying for something that we have not been able you use for over a month now
We purchased our first sofa for our first home from SCS Hedge End in June 2011 for Delivery in July 2011 as our budget was limited. Admittedly we were silly and chose a light coloured fabric, however actually the fabric isn't really a problem. The salesman was alright but a bit scatty.
The problems started with delivery - I stood at my front door and watched as my poorly wrapped armchair was DRAGGED across the filthy, wet road out the way of a woman with a pushchair. It was brought in and I noticed that the bottom was filthy and the fabric had been torn, well, shredded actually by its contact with the road and 1 foot was completely buckled and broken and another foot was damaged so I refused to accept delivery - they told me I had no choice and they'd have to send someone to look at it as they are 'just delivery drivers'. I told them to take it back to the depot but they refused. I refused to sign for it. They called a manager. Essentially I was bullied into signing for my horribly mutilated armchair!!! I THEN had to chase them to send someone and had to waste another days annual leave hanging around for the upholsterer.
To his credit, he fixed the broken bits but by then we'd noticed that 1 side of our 4 seater sags considerably more than the other which we asked him to look at. He claimed this was because the foam in the cushions varies in density and that it wasn't a manufacturing fault...
2 years later and we haven't even finished paying for the sofa and already it is almost unusable. The saggy 4 seater is so sunken I've had to put old pillows between the cushion and the base just to be able to get out of it - it looks AWFUL!
That isn't even the worst bit - just before they left one of the delivery drivers asked to use my toilet. Being polite, I allowed it - SERIOUSLY wish I hadn't - he left the ROOM covered in smeared excrement! I'm not joking. He blocked the toilet then used the toilet brush to try to clear it then clearly accidently brushed this against the wall, floor, door and the mat. I had to burn the mat. The brush was smothered with soggy stained toilet paper and left hanging out of the holder. I nearly threw up. Never again. I spoke to the store who weren't interested and I spoke to SCS customer services who promised to get someone back to me - 2 years later I've still not heard a thing.
Will never buy another sofa there again. Wishing I'd spent the money in Bradbeers now.
Also I should mention that the hollowfibre cushions went flat in less than a month. I ended up buying feather ones in Dunelm Mill to replace them with...
I bought 2x 2 seater sienna manual recliner sofas in April 2013 from the Southampton Hedge End store. The salesman was informative but a bit pushy, although I only had to ask him politely to leave us alone and he didn't mind. The sofas came today, 2 weeks early and the delivery guys were friendly and built them for us, the sofa is exactly what we asked for and in perfect condition. Sorry to hear all the negative comments about scs but I felt I had to share my experience because I was worried about the reviews I had previously read but now they are here im glad I took the risk.
This is without a doubt the worst company that I have had the misfortune to deal with.
We were missold the insurance on the sofa and when trying to claim were told we couldnt. The Stevenage store manager who sold it to us (who surprisingly is no longer there!) told us we "could have them out every week to clean it if we wanted to"
They got the order wrong delivering the wrong colour legs. 5 months later we are still waiting for the right legs. When phoning up the store we are told that the regional manager
"won't do anything to help you"
I will be going to Credit Card company and issuing a charge back because we havent been given what we ordered.
Brought a recliner sofa last year and shortly after delivery we noticed that springs were hanging down from the foot end of the seats when they were reclined. Had a look under the seat and couldnt see where the spring was supposed to be hooked on so called up customer service and an engineer came out. He said there was a piece missing and a part would have to be ordered in. Few weeks later a different engineer comes back to fit the part, opens the box to fit the part and realises he has been given a recliner motor, not a fitting bracket so further delay whilst correct part is obtained.Also advsed us that the piece wasnt missing it had broken off (on both seats) and the whole reclining mechanism needed to be replaced. Further lengthy delay and numerous chasers later we get told engineer will call on 1st may to fit replacement parts. Received phone call on 1st May to say parts hadnt been received and it will be another 2 weeks. Today the engineer turned up and would you believe it he has been given the wrong part again! Fortunately he had 1 spare in his van (although we need 2) and he did fit it and said the other would have to be ordered in. He then told us that he couldnt take the old damaged item away with him and we would need to dispose of it ourselves - so we now have a broken sofa recliner mechanism in our front garden if anyone wants one! It's now 6 months since the initial fault was brought to SCS's attention and they have failed time and time again to resolve what should be a straight forward servicing issue. Additionally, they mis-sold the sofa-care insurance policy that i bought with the sofa - the sales guy said it was unlimited cover and you could claim as many times as you needed, but when i read the policy it says you can only claim in total upto the purchase value of the sofa e.g. if you bought a £500 sofa, and to have someone come out and clean it cost £250, you could only ever claim a maximum of 2 times.
We ordered a vinyl flooring for our kitchen on 2nd April. It took over three weeks for it to be fitted because of shoddy customer service with the staff who had processed the purchase - they hadn't even noted the coding for the floor and it took three days for them to realise this.
Everything we were promised has not been followed through.
The fitter did a terrible job and we complained. We were told it was nothing to do with SCS but the fitter who we had to contact to set matters straight. He let us down and then stopped answering our calls and text messages.
We complained again and heard nothing.
We contacted a flooring company who were local and nothing to do with SCS, he told us that there was nothing to do to fix the new floor and it would have to be replaced.
Back to SCS! The manager was rude, made my wife cry and then patronised her for crying. He said we would get a new floor, we were relieved. The next day someone from the store calls and says we'll have no new floor until someone investigates and the soonest we could expect a new floor would be a further three weeks.
Went to the store again to complain and explained that we were beyond belief with the service we had received. The manager shouted over everything I said and repeatedly shouted there was nothing to do until the surveyor investigated. He called my wife a liar and said there was probably no problem with the floor and it was something we had done. I said "this situation is f*cking ridiculous now, it has gone on too long". The manager fronted up to my face, was as physically intimidating as possible and shouted at the top of his voice to get out of his shop or he would have me removed. I apologised for swearing about the situation but he continued to shout in my face and called me "boy" (I'm 27).
I am absolutely disgusted with the company as a whole and beyond belief with how we have been treated, I so regret choosing SCS and now feel intimidated by the staff in the store and don't know how we can resolve the issues with our floor.
We ordered 2 sofas in December last year, a simple enough transaction, or so you would think from a sofa 'specialist'. Alas, sadly it is proving rather difficult to get our sofas! They were due to be delivered in mid-April, but when nothing transpired I contacted SCS. We were then given some half bit story about them not having the leather to make the sofas: this I find difficult to believe when they were ordered over 3 months ago! What made it worse is that no one bothered to tell us that they were delayed, unbeknownst to us, we had out carpets cleaned in preparation for the new arrivals, but nothing came.
I have contacted SCS on no less than 4 occasions simply asking them to call me to explain: where our sofas are, why they are late and why they have failed to provide even the most basic of customer service, but i am still waiting for a response. Nothing is going to make up for the fact that our sofas are late, (and there is still no sign of them coming) but what would help is someone letting me know the situation, explaining what has gone wrong and telling me realistically how long we are going to be waiting for our goods.
I wish I had visited a review site like this before buying my sofas, there's no way I would have bought from SCS knowing what I do now. In summary, SCS provide an appalling service, both in terms of delivering on their word and in terms of customer services. Do not waste your time and money on this company, you will be sorry.
We took delivery of a Diablo 3 + 2 sofa in June 2012. In February 2013 we noticed the leather had a plastic coating which started to peel slightly on 2 of the sofas seats. So we called the after sales team who could not give us a date of when there upholsterer could call as they had no dates in there diary for the upholsterer after waiting a week we received a call from the after sales team with a date so I had to change my work shifts to suit them as no other date was available in there diary for the upholsterer. In march 2013 the SCS upholsterer turned up and looked at the issue with our sofas
and did some test with some liquid and the plastic coating bubbled up and peeled even more he need took a few photo's and send he would do his report to the SCS head office. A few days later we received a letter from SCS stating that they have ordered parts for our sofas which was new seat covers and we would have to wait 5-7 weeks for the parts then we need to book a appointment for the upholsterer to fit them. Whilst waiting for the parts to arrive 2 other seats started to peel so once again we called SCS and the same upholsterer came and look and took photo's of the sofa and he recommended a replacement of both sofa's as the repair would take between 2 to 2.5 days to repair the sofa's.
We called the SCS after service team a few days later and they said they have had the upholsterers report which recommended a replacement then we was told that a report as been passed to the manufacturer and they should hear something back in the next few days so I called back a few days later and I was told they are still waiting for the manufacturer to come back to them and also I should of had a letter stating that I would have to wait 10-14 days for a reply from the manufacturer.
I asked why have I got to wait for the manufacturer as the SCS as recommended a replacement and my contract is with SCS not the manufacturer and the after sales team could not answer my question or let me speak to the after sales manager.
After making the call to SCS I spoke to Consumer Direct and told about my problems with the sofa's and they told me I was right that my contract is with SCS not the Manufacturer and that they are in breach of the sales of goods act 1979.
It seems to us SCS don't care about you after they have had your money and they seem to have a law for themselves. And the after service team if the went on a customer care course they would show a bit of empathy for the SCS after sale team it means put you self in the customers shoes.
I have worked in retail for over 30 years and I have never treated customers this way.
Update to our review after finally getting SCS exchange our sofas and waiting our sofas came today 3/7/2013 But one of our sofas came damaged so the delivery driver called the customer care team to arrange a service call for a repair to the scuff on the sofa we just hope the upholsterer can repair on the first visit not a report and we play the waiting game once again.
I ordered a carpet from SCS Chesterfield and was given a fitting date of last Friday. I was told that the fitters would call before 9:30am to give me an approximate time.
I arranged for someone to wait in but didn't get a call from the fitters. When they hadn't arrived by 3:30pm I called the store to find out if they were coming. The store said the carpet had been sent to Bury by the manufacturers and they were having it shipping back to Chesterfield. However, it wouldn't be back in time for fitting that day and it was re-arranged for the next Tuesday.
I received a call at 4:30pm on Monday to say that there were no fitters working on the Tuesday and we would need to re-arrange again. When I explained that I had taken another day of work and it was now too late to cancel my day off work, they were not interested. I was speaking to the sale manager Gary and I asked to speak to his manager. He said I would need to call the customer service department at head office. He refused to give me their number and told me to find it online.
I spoke to the customer service department and they told me that I couldn't make a complaint until after my carpet has been fitted! She put me back through to the Chesterfield store who told me that all the fitters had been called into a meeting at the head office and all their appointments for that day had to be cancelled.
We re-arranged the fitting for the next day (Wednesday) and I was assured that I would be the fitters first job of the day at 9am.
Another day off work and again the fitters haven't arrived. When I called the store the store manager said I would need to ring the fitters directly. However he refused to give me their number or the name of the fitters - they aren't employed directly by SCS but SCS arrange which fitters are used.
I now need to cancel my order.
In my opinion these are the actions of a company who is going bust. They have my money and if they have the carpet why wouldn't they have fitted it? Either the carpet manufacturers are withholding orders until they are paid or the fitters are refusing to work for SCS. Reading the other reviews on this site it seems there are many other people who are having problems getting SCS to deliver/fit their orders.
I can't see any other reason why they would treat their customers with such contempt.
My partner and I recently went into the SCS store in Hull's St Andrews' Quay.
We Looked at a sofa in which we believed would meet our needs. Whilst deciding on the sofa we were approached by the store manager, whom told us that we would not have to pay the delivery charge, nor pay for the protection on the sofa.
Upon the information we proceeded to complete the paper work with a delightful woman called "Alex" she was new and from America so wasn't entirely familiar with the sales protocol, she was helped through the process throughout the paperwork stage by a colleague, whom we also made aware that we were told, that we had been told that we wouldn't have to pay for delivery or the protection.
She acknowledged this then handed over to Alex to complete the sale. We then signed the paperwork and left the store. Upon returning home, we reviewed the paper work and had in fact been charged for delivery and the protection on the sofa. We then cancelled the finance agreement with Barclays who were very understanding and agreed to cancel the finance for us.
We returned to the store to dispute the matter. The staff (4 of them) then began to try and intimidate us (1 of which was the manager who had told us the delivery and protection would be free) and the manager told us he had not made any such statement and reputed our claims. We then advised them that we had made a new order with CSL and wouldn't be taking delivery of the sofa from SCS. We were then told that if we cancelled our order with CSL that they would waiver the delivery charge. We refused this and were told that we had "no choice and had to accept the sofa" however upon reading the contractual agreement it clearly states "that we will not have any right to cancel the agreement upon receipt of the goods" and since we've cancelled the finance and we're not taking receipt of the sofa we are not contractually bound.
We also called them to make them aware of the contractual terms and could hear the woman on the desk being extremely unprofessional.
The whole thing was based on lies and deceit all in order to make a sale. I personally will not be intimidated into entering to something which I have not agreed to. But a person who maybe more sensitive may have fallen for their bullying tactics and attempts to intimidate with a mass of staff surrounding you.
"Pushy Sales 101"
After myself and my partner visited the Fosse park Branch of SCS back in January, I now feel the need to air my complaints after receiving a disgusting level of service in the store. I initially took this up with SCS and after being completely ignored by head office, eventually received an unsatisfactory response from the regional manager Ian Allcock (yes that's his real name)after sending a second letter of complaint. After speaking to Ian who did nothing to appease the situation other than offer a very generic and dismissive apology, I now find myself attempting to spread the word to warn any other would be customers away from a store which frankly I don't think deserves the business.
We dealt with an incredibly pushy salesman (unfortunately we did not take his name down at the time) regarding the 'Sienna' electric reclining sofas. After dodging an array of questions including that of the warranty, we eventually found out that nothing electric was actually covered in the 10 year warranty which played a big part in the sales pitch. We foolishly felt that having no cover for electrical components on an ELECTRIC SOFA was kind of a big deal and pushed this point further. The response was “that guy previously just spent £3000 on a suite of these and you never saw him quibbling over the price”.
Unfortunately these aggressive and downright rude responses continued along with mis-quoting us for the wrong sofa and then lying about. During this time we were also fortunate to receive a masterclass in salesmanship which included lines such as:-
1. “to be honest with you, our customers have had these sofas for years and no one has complained about the electrics going”
2. “look, to be honest with you, I haven’t got more time to waste with you two”
3. “if you ever have children, I hope you’re more decisive in choosing a name than you are at choosing a sofa”
There's more I could write but I'm sure this has painted enough of a picture for you.
The good thing to come out of this is that we later purchased our sofa from CSL who incidentally I would highly recommend
I bought a carpet from scs and they fitted the wrong size carpet on my landing after numerous calls to sort this out they finally sent a manager round to inspect it who said the surveyor who came round to measure has took the wrong measurements after more numerous phone calls they said they are making another carpet and would ring me to arrange another fitting date this was 3 months ago every time I ring them I get the same story that someone will ring me back and they never do they have robbed me of £600 and I'm left with a carpet that looks ridiculous do not use this company they take your money then don't care about there shoddy workmanship I would never buy from this company again!
We purchased a four and a two seater sofa from SCS in Dec 2010, we was advised the brand 'Ashely manor' was the best structurally and defiantly the best quality.
The sofa arrived before Christmas as promised. After not even a month somebody had to come out to repair a spring that had snapped on the two seater ( this had been sat on a hand full of times!). The repair man told us that this could happen sometimes- he fixed it and we thought nothing of it.
About three months later the cushions that you would sit of was starting to look abit shabby-, we was plumping them up weekly like advised in the leaflet on how to take care of your sofa, now i am a perfectionist and was getting rather frustrated on how scruffy they were looking already!! You could clearly see where we had been sitting. For a sofa off almost £1500 you do not expect this to happen!!
To cut a very long story short - i contacted SCS countless times, (who 'surprisingly' said they had NEVER heard anything like this before!) had several repair men out to asses the complaint, now each person who came out to us always commented on how often they see this problem, and to avoid the sagging and separation of the filling inside the cushion, you would need to plump it EVERYDAY when you have sat on it! At no point during the sales consultation were we ever told this, occasional plumping to keep it in shape is what we were told, occasional is, not so often, every now and again. NOT EVERYDAY!! After reports being submitted to SCS, we received letters basically saying they couldn't do anything about it. We tried to take it further by speaking to people 'higher up' in the company, at no point in my complaining of over one year did we ever get anywhere!! None of the staff ever showed any sympathy or even concern, we was even told at one point, by one the managers to to take them to trading standards and we wouldn't get anywhere!. After putting our complaint in writing in early 2012, we was finally given some useful advice by a member of staff to contact our guardsman insurance as they may be able to help. A guardsman inspector came to have a look- He also was not surprised in what he saw, he said he sees it all the time, and it is because the filling is of a hollow fiber,( now when i have taken the covers of for dry cleaning in the past I have noticed how poor quality the insides look- certainly something you dont expect for a expensive piece of furniture) He took some pictures and made some notes, but explained that we probably wont get anywhere. That was early 2012- we soon revived a letter explaining nothing could be done about it. At this point i had given up, I do not have the time to constantly try and get my point across and fail. This is what SCS rely on, getting away with ripping people off and getting away with it because in the end customers give up!! What ever happened to the customer being right, as far as i am concerned, if a customer isn't happy, you try your best to do something about it!?
Why is it that workmen who SCS send out, do not say the same as the staff you speak to on the phone when dealing with a complaint?? The staff who come out to look and asses the problems are seeing it first hand- they tell customers that they see problems with poor quality all the time!! SCS are a absolute disgrace and I would NEVER, EVER set foot in one of their stores again. You would get better quality and customer care at some where like, Argos.
After searching various websites it is very clear that SCS have not got a good reputation, the quality in service and furniture is appalling!!
Ordered a £3k sofa and carpet- was absolutely guaranteed pre Xmas delivery (giving 2 months to get it to us) now it won't be here until late Januray.-only just informed today-it's December 19th
The sales manager was the most nasty and arrogant guy I have ever spoken to-he literally said take us to court if you want. It's a mistake and you get nothing from us!!!!
PLEASE PLEASE AVOID THIS HORRIBLE NASTY COMPANY UNLESS YOU ENJOY BEING REPEATEDLY LIED TO AND TREATED LIKE DIRT(if you dot then scs would be like a dream for you)
We bought a 3 seater and 2 seater from scs in august 2012 we had it delivered a few weeks later as we needed it pretty urgently to sit on in the new house about 3 weeks after having the sofas we noticed that the bottom of the sofas had actually collapsed the springs where not like springs pretty much crap monkey metal and the timber had actually broke so there was nothing holding the sofa together. We then rang there head office and he basically just told us to put yellow pages underneath it and because its been an ongoing problem we went down to the shop and sat down with the shop floor manager and he pretty much said he's not giving us a refund of 820 pounds it was a bit like a interrogation he was always trying to changed the words we don't want another shit sofa from them again.
Staff was helpful and very nice when we asked for the max corner sofa. We explained we wanted the exact same one as in store (3 recliners, corner and a manual) we thought everything was fine and we were really happy with the sale until delivery day when our suite turned up with the manual chair missing. We called the store only to be told that the product code they put was for 3 recliners and a corner only and we signed for exactly that. Asked how we were meant to know what their product codes meant we were told its not their problem and some rude salesman in the Sheffield store shouted and hung up when i continued to question him on what we could do to fix it. The only thing i wanted was an apology and a solution to the problem but all we got was rude service and no aftercare at all. Seems like once the sale is done, you are pretty much on your own.
We purchased a Lazy-boy suite Manhatton for £1999.00 from SCS in Metro Centre Gateshead October 2010. It is made in China and it was marked on arrival. Replaced in February 2011. Marked again. Then we noticed as time passed the leather began to crack and peel on front seat and there was black residue on cream carpet under the recliner mechanism. In March 2012 we notified SCS and as the guarantee had just expired they told us to contact Lazy-boy. After involving Trading Standards and paying £60.00 for an inspection by SCS company, sending photographs, many months later Lazy-boy said they were reimbursing SCS for the full amount.. SCS wanted to replace the suite but we had had so much hassle with them we asked for our money back. We eventually received our money less £300.00 for 'usage' of the suite!!! Would never recommend purchasing from this company.
on the 28th of september i went to an scs store to purchase a new three suite i found the one i liked and i bought it i payed cash for it the cost of the windsor suite was £2140 they gave me estimated delivery date so it gave me time so get my decorating done as i had moved into a new home .on the 29th of september i went back to the same store and purchased 4 pieces of monte carlo oak fufrniture again i paid cash a total of £753. again they said it would be deliverd on the same day as my suite on the delivery day they phoned me at 6 15am and told me they would be with me within half an hour they didn"t turn up till 8.45am it was raining and i did not want them on my new cream carpet when they left i unwraped my new furniture only to find i had 2 scatter cushions missing and my storage footstool was broken and that it was made from chipboard i paid £375 for this and i thought it would be made from a better material i tried to contact customer services only to be cutoff after phoning them 3 times so i made a visit to the store where i brought them from they left a message for them to contact me within 3 days and they didn"t so i went back to the store and they left a message for them to contact me they did and they made an appointment for someone to come out and see if it could be repaired i told them i did not want it repaired as i DID NOT BUY A SECOND and i did not need someone to come out and tell me there was cushions missing and the stool was broken anyway he came out and made his report and said it couldnot be repaired and i have heard nothink since i think scs is rubbish at the customer relations after they have had your hard earned money i bett they are rubbing there hands after i spent A TOTAL OF £2893 CASH I MUST OF BEEN STUPID TO OF PUT ALL MY EGGS IN ONE BASKET AND MY FAITH IN SCS AS THEY ARE NOT VERY HELPFULL AT ALL
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