SCS
Reviews and Complaints

Hi. I ordered a £4, 200 corner sofa from Scs in Aberdeen, Scotland. It took 5 months to arrive and the quality of the sofa was fantastic and I love it. The problem is none of the sections fit together. We phoned Scs and they admitted their staff hadn't been trained in selling your sofas when we ordered ours and it was their mistake. I was assured they would fix the problem and we would not be out of pocket. The problem was then passed to the Aberdeen store manager who was down right rude and then on to regional manager.
We have two end manual recliners which don't fit the other parts ordered. Only 2 of the 5 pieces fit together. Scs have basically told us we can keep it and pay for it the way it is and figure out how to join it together ourselves or they'll come and take it back.
I am very angry and disappointed at the treatment from Scs as I would love to keep the sofa but unless the problem is rectified with no extra cost to myself then they will definitely have to take it back. There's been no apology, they're just not slightest bit interested.
Please help.
Mrs Marion Young

Hi,

I write this email in regards to making a complaint about poor workmanship with carpet fitting.

I ordered carpet with fitting at your Scs Beckton store on 12
8, which in total cost me £1219.00.
The fitting took place on 11
8.
I noticed the bathroom doorway seemed short compared to the rest of the doorways and asked the fitter if he could look at it again, I made him aware that the carpet was to short there to be able to fit the door bar over the ends of the carpet to which he tried to stretch the carpet, in the process pulling the carpet away from the bedroom doors.
After the fitters had left I inspected the carpet at the bathroom doorway and noticed it had not only been cut short but had been cut wonky as well,   I reported this to the Scs store where I purchased it to be told I had to speak with the fitters.
I rang the fitters and they came back the next morning advising me that they couldn't stretch it anymore and received an apology from them saying they don't know what happened there?
I have since that day up to this moment in time been trying to get this resolved.
I was given a head office number to call to arrange for a surveyor to come to look at it.
On the day the surveyor arrived he was more concerned that his car would be ok after being made aware that it was a parking permit area, he was here all of three minutes, took I believe three pictures and of he went, he never even inspected the carpet.
I rang the head office to what happens next and was told I would hear within 5 working days, that didn't happen.
The surveyor came on 15
8 so was hoping to hear within the 5 days as was advised I would, I finally was told yesterday 23
8 that the report is stating I'm using the wrong door bar? ?
I have been in talks with the guy that served me in Scs whom I only know as Dave and I have tried to explain that it doesn't matter what door bar I use I shouldn't have to compensate for mistakes not made by me.
The door bars that Scs are advising I use will still not fit WITHIN the doorframe, the carpet has been cut in line with the door frame trim outside of the frame so any door bar is going to be visible in my hallway and not covered by the door when closed.
I do not think I should have to have door bars fitted that I do not want that will still not resolve the problem, I purchased my own door bars to match the rest in my home and don't think I should have to make any kind of allowance for other people's errors.

I would kindly ask that you could further assistance me on this

Regards 

We ordered the regal 2 seater, 3 seater, corner sofa & foot stool on 29th march from scs speke retail & was told it would be 5weeks until delivery we weren't too keen on the wait until the sales manager said (or maybe sooner) which was the selling point for us. We figured 4-5 weeks tops we could manage without any seating. We later had a call that there would be another week's delay so we halfheartedly agreed we could manage an extra week & bought our disabled son a beanbag for the time being which he refused to sit on & has been sat in his bedroom for 8 weeks. 6weeks later still no sign of the delivery or any details on a date. We phoned customer service alot over the next week to be told they were chasing it up. We were then given a deadline date of the 18th may. The 19th of may we were told nothing was on file so I feel we were lied too. Today nearly 2 months later we have just been informed the sofas are due arrive at the warehouse in 10days time then we will obviously have to arrange a delivery date from there so basically another 2 weeks added on the existing time we have already waited. We are very disappointed as we were told it would be no later than 5weeks if we knew how long it would take we would have shopped elsewhere. we have literally been sitting on the floor & our disabled child has been sat in his bedroom very agitated and upset by the whole thing. I feel this is completely unacceptable to have families "left in the lurch" like this. First time we have shopped at SCS and it will definitely be the last. I feel we should be offered some sort of discount for our inconvenience/ prolonged patience. If the sofa is not in store in 10days we will be putting in a formal complaint! Very very disappointed!

We ordered a sofa from the hull branch of scs in January of this year and was told it be due by the 22/03/2018 at the latest, we rang up nearly weekly and was told each time that everything is ok and its still due. The last time we rang around 10th March, we was told its in its final checks and we would get a phone call very soon regarding arranging delivery.

4 days later we had a phone call from the manager at your hull branch saying that he had just been told it had not been built as there was a parts shortage for our sofa and we will have to wait till the end of may over 2 months more then it should have been.

We then requested loan furniture as we are now forced to sit on the floor due to the delay. This caused me to get backaches which the manager at hull had refused us the loan furniture which i feel we are not getting the duty of care I feel i deserve as a paying customer. He told me that its not SCS problem and would only offer us £50 and no loan furniture, i feel is a joke with all the messing about we have had and been made to sit on the floor. We then contacted someone on Facebook through message and they was the only helpful person we have had, they contacted hull and was able to sort us some loan furniture. Since then we have contacted the hull branch on many occasions to find out about the compensation we was told about, but the manager refused to tell us since the loan furniture arrived, we have also been told by staff there that he is not there so we asked if he could be told to call us back so we can discuss this, which they replied I wouldn't hold your breath he always forgets to ring people back or does not bother. We then went back to your Facebook page to ask for help again, which tried for us and he still did not, so they told us to contact you. They now say they have it instock and say they cant get it to us for at least a week.

On the 17th January 2018 I was looking for a new sofa and on the ScS website at the time I inputted real leather 2 seater recliner sofa. A endurance leather sofa appeared, I believed this to be treated leather & it was only upon delivery that I found it that endurance leather means bonded plastic fibre. In other words its not leather more should it appear when searching for real leather. Its now been taken down so when you now search you do just get real leather, but that didn't happen at the time of purchase. £799 I paid for plastic & that was at half price meaning full price for this plastic sofa is I've £1200, originally they offered me a full refund, said noth8ng about the return of the sofa. Until the next morning when someone phoned me & said that I could only get a full refund once the sofa has been returned. Leaving a severly disabled man with severe health conditions with nothing to sit on. I emailed them asking for calm as I don't need stress & worry because of my meds. I digested a new sofa, then when that's delivered they pick up this one. They agreed & Craig theanager I spoke to said he would search for a full leather 2 seater recliner for me. He phoned back I asked about the price, he said it was more expensive than this 9ne yet I've looked on the website and its over £100 less than I paid, meaning they actually lied to me again & have tried to obtain money from me by deception.

I'm writing to say how disappointed I am in the purchase of the endurance sofa that I purchased from SCS in Steveanage in November 2013 and took delivery of in March 2014. It is very misleading to state that this product wears better than a leather product. The surface started pealing from my sofa after less than 2 years, fortunately I was able to get it replaced. However the armchair at 4 years old is now in an appalling state and when I move house later in the year will probably have to go in a skip. SCS cannot go on leading people to believe that this wears better than traditional leather. My previous leather sofa and chairs lasted 9 years with heavy use in my childminding setting.

My corner group was delivered after 4months of waiting & they were the incorrect colour when I called they said its what it says on the delivery sheet even though we spent hours in the store with the colleauge deciding what colour we wanted. The 3 seater was missing and they said there was a mixup with the delivery van and we would get it first thing next day.. Nothing.. so they gave me a 2nd delivery date for the 3 seater (not the original colour I had ordered) I Made sure I waited home all day for the delivery & still NOTHING.. No call or update. I called the store numerous times & as always no answer. The service I have received is Apaulling and upsetting and still no call for an apology or an update.. I have no option but to cancel the direct debit installments.

Ms. Rabia Birol - CR00QP
CROYDON STORE

After having carpets fitted in Nov 17 we raised an issue that the fitters had made a horrendous job and left a Stanley blade on my 2 year old girls window ledge along with bloodied ‘blue roll' inside her wardrobe.
At first Dawn Stell from the aftercare team was really helpful...however, that's where the help finished! After taking several days off work for assessors and appointments where assessors and fitters failed to turn up we finally had the carpet replaced after nearly 4 months. Despite rectifying the stairs and landing, due to poor communication from SCS to the fitters they turned up at 1400 as they were not informed it was an all day job, therefore not completing the ‘stretch and fit' in ALL remaining rooms!
We attempted to make contact with Dawn Stell on several occasions and left messages/sent emails but received no reply! We then contacted a seperate member of her department explaining the issue and explaining that Dawn had said we should expect compensation when all work has been done. We have subsequently had emails directly avoiding the questions posed. Despite work being outstanding we have stated we will pay for a seperate fitter to attend the property at a time convenient to ourselves as we DO NOT wish to have any further dealings with SCS, the response from SCS was categorically that they would not refund this payment, again poor customer service!

This issue is now entering its 6th month and we would like some resolution. We require compensation for the days taken off work to accommodate SCS poor work, and for the most important issues that are leaving potentially deadly Stanley blades in a toddlers bedroom along with bloodied tissue!

Failure to deal with this matter will result in legal action being taken and the press being contacted so that other would be customers can be alerted to the diabolical aerobics provided by SCS.

I was supposed to have Carpets fitted today friday the 13th of April 18 by SCS Ipswitch? i booked the day of work and spent a considerable amount of time clearing all my living room furniture in to the garden ready for the carpets to be fitted. I called up the store this morning to be assured i would receive a phone call from the fitter 1 hour before arrival, it come round to 1 oclock in the afternoon with no phone call? i then phoned the store once again to be told the fitter hadnt picked up the carpets from Colchester yet? but i was assured the fitter would be here. Quarter on an hour later i receive a call from the store saying the carpet fitter hadnt turned up he wont be with you today? to then receive another call saying the replacement fitter picked up the wrong paperwork and is refusing to travel back and collect the carpets! much to my personnel frustration i explained all my living room furniture is in my garden also i have taken the day of work? i requested to speak to the store manager with the reply he isnt in the store today! i then phoned the head office with the same reply? i will receive a call tomorrow at some point? well what do i do in the mean time with all my living room furniture sitting in the garden and losing a days pay from work! absolutly disgusting way to treat a customer SCS!

Good Afternoon,

Samantha Gibson, 2 Birnie Place.

I am writing to complain about carpets delivered today and customer service I have received. When ordering the carpets I gave square meterage of the room only, I feel I was never made aware of the free survey or asked for room dimensions. As This is my first home and first time buying carpets I was not aware that this normally happens. Today the carpets arrived, they did not fit the rooms and the colours were not as specified for each room. I have phoned the sales person who sold me the carpets (Liza) but she has not been very helpful with these complaints. I have been offered to return the carpets at my own cost and pay the extra for upsizing. And pay for delivery and fitting again but I do not feel this is fair under the circumstances.

I would ask that you look into this matter at your very earliest convenience and please get back to me on: [protected]

Thanks
Samantha

This was an email sent yesterday to your Aberdeen Branch manager. This has not yet been dignified with any response. The customer service I have been shown is appalling. I had taken time off work and paid for removal vans specifically to fit in with my carpets being delivered and fitted.
It has caused alot of distress over the past few days and we are unable to move forward in our new home until matters are delt with.

When ordering the carpets over the phone Liza used a chart to tell me what sizes fitted with my given square meterage. Being a carpet company i would expect staff to be aware that not everyone understands the routine with measurements. I was never offered a free surveryor, only asked if I was happy with the sizes she stated. In conclusion the carpets did not fit my rooms despite advertising the fact an extra length is added to ensure they fit.
I then still had to pay the carpet fitter and still have a room without a carpet.

I would ask that you kindly look into the matter and respond as soon as possible.

I had 2 new sofas delivered October 2018. Over this time three unsightly round circles have appeared on the two seating cushions and on one of the back cushions. An engineer has called today and said it was pile crush and that there is nothing that can be done!. He then thought it could be the print off the label, once it was pointed out that couldn't be the case he dismissed this and said it could only be pile crush. It is not acceptable that I have paid a lot of money for this to be told that is how it is, and nothing can be done. I have looked after the sifs carefully follows your Manuel in how to care for the sofa. I would like a second opinion, as I can not believe that I have to live with a sofa that clearly has a fault.

I spent nearly 2 hours in your store at Lincoln yesterday trying to sort out finance for the carpet I have ordered. I have never had a problem before. Both finance companies apparently said no. Last night and this morning I find out that the information put in by the person inputting my information had put it in incorrectly therefore my finance was declined. I felt like a right idiot. I have had finance with you before with no problem. It was the first time the young girl had made a finance application, what a day to let that happen Easter Monday. This is really not good enough and not what I have come to expect from SCS. I have now got to call the finance companies to see what exactly is going on. This is something that should have been sorted out yesterday. Why am I having to do this. A very unhappy customer.

LIARS and APPALLING SERVICE!
We were sold two sofas by Brian, then the manager at Junction 9 (now at Cannock?)... if we asked once, we must have asked at least 5 times whether or not the seat cushions were easy-maintenance, i.e. did not require regular rearrangement/'plumping up', as my wife and I are both elderly and disabled... he categorically stated that he had the same suite at home and that they would require no maintenance whatsoever... he made a big play of asking one of his staff to confirm his statements. In fairness, Brian's attitude, coming over as a timeshare salesman, and boasting about being the best salesman at SCS, and how the repairs in the car park had damaged his takings, etc, etc, should have rung alarm bells in our head, but we made the common stupid mistake of expecting others to be as honest and truthful as we are!
Within 5 days, it was obvious that we had been deceived, as the piping around the cushions was all misaligned. We contacted the store.
Initially, the store arranged for a strapping young man from HomeServe (not to be confused with the home maintenance company of the same name) to visit... he asked us 'how we sat' and used the sofas?! We politely answered and explained that it was just the two us and there had been very little use, and certainly no abuse, of the sofas. He then proceeded to place all the cushions on the floor, and spent 30 minutes pummelling and rearranging them with all his might. He then advised us that we had to follow this procedure twice daily!
It was patently obvious that Brian the manager had lied to us... we had been deceived... it was a clear instance of misrepresentation.
There then ensued an innumerable amount of phone calls, emails, photos, between the store, their Customer Service and us...it soon became obvious, that, despite numerous promises made to us by many personnel on frequent occasions, it was all weasel words and delaying tactics. At one point, we even contacted the actual manufacturer, and we were told that the salesman should not have made such a statement, as their cushions do need 'dressing' every day.
Eventually we were effectively ignored and given the brush off with no further action to be taken by SCS. We were not seeking a refund... we would have been happy with replacement cushions!
This was the first, and indeed the last, time we will ever buy anything from SCS... in our experience, they are institutional liars with the ethos and morals of a bad used car salesman. We would earnestly warn any shopper, should they find themselves in a similar position to us, to ask for a 'written' confirmation of any statements and promises made 'prior to purchase'... there again, does one really want to go to this effort to do business with liars, who will just string you along and give you the runaround?!
[The question on the TrustPilot website in nonsensical, as the words 'help you with' are not ones that spring to mind when thinking of SCS as the subject in a sentence... of course, we'd like to be taken seriously, and it would be marvellous if an honest, conscientious representative with integrity from SCS were to contact us and resolve this issue... but we haven't come across anyone of this description... it's seems to be that once SCS has your money, tough!

New corner sofa arrived today. Delivery drivers informed my wife that 3 legs were broken, but someone would be out in a few days to repair the 'brand new sofa'. Wife put on the form NO we were not happy with the delivery. Upon being told about this, i called SCS so called aftercare service, who informed me that the legs would arrive in a few weeks, then we would have to arrange a fitter. So the delivery drivers to avoid having to take the sofa back basically lied to us. The after care team stated that even though we said on their own paperwork we were not happy, said as the driver was no longer at the property then we had excepted the sofa. I am refusing to pay for it in its current state, but no one in SCS can put hold on payments. So basically im paying £1.5k for a corner sofa thats being held up by bits of cardboard.

From delivery to the flooring finish I have been extremely disappointed. We purchased what SCS claim to be there best platinum flooring. To start with many of the packs of flooring was damaged. Then once installed we noticed chipping of the flooring after 6 weeks We made a complaint and had a manager visit who confirmed the floor damage is unusuall and sent a tester to look. 3 months later still no answers. We was then asked for a sample 5 months after handing the sample to the store we purchased the floor from still no answeee. I was told by the store (Oldham) to chase it up with the head office still no answers. And to top it off the head office never received the sample from the store. Finally after 14 months I was told the damage was down to wear and tear. Well after this resul I can confirm SCS are a very poor company to deal with who sell poor quality goods at a very expensive price with a customer service to match.

On 12th Feb 2018 my sofa was delivered. The delivery guys damaged my newly painted walls, took 3 chunks out of the corner - they noted this ont he delviery note, too pictures and assured me that within 7 days I would receive a call. The call never came. I have been chasing this for the best part of 2 months with John the Manager at the Basingstoke warehouse. Over a week ago he promised me a partial refund. I have this in writing. I have been unable to make contact with him since.
Seriously annoyed and disspaointed.

Purchased a carpet/ underlay / fitting on 1st Jan 2018. Fitted on 27th. Badly fitted around landing banister and cut short at 2 out of 3 doorways. Reported it in store to Eddie. Fitter called, will look on 1st Feb, didn't show. Second visit to store, spike to Eddie who called area manager.. arranged for fitters to call. Showed that afternoon, couldn't correct problem, said need to order new carpet. 5th Feb, 3rd visit to stire8, Eddie not in til late, will call. No call. 6th, called Shop, Eddie busy with customer, will call back. No call. 7th Feb Adrian called. Told him I wanted to talk to area manager regarding the issue was told that's the same as me asking to speak to the company's MD which won't happen, slight exaggeration I think. Also tild me he will have my carpet ripped back up..8th feb store manager Steve calls, says did get email regarding ordering new carpet for my property but didn't understand what it was about.. so therefore ignored that. However he will now order a new carpet and be in touch with fitting date. 23rd Feb. 4th visit, Steve off so spoke to he's understudy (Asian guy, sorry didn't get he's name). Told me I will get a call on Tuesday (27th) with fitting date... No call (again). Beginning to be a joke now. 5th visit to store on 28th Feb, Steve tells me I haven't had a call because my carpet hadn't been ordered, blamed that on Caroline. Told him it not good enough as he had told me he was ordering it which was now 3weeks ago. Told me they will remove my carpet and I will be refunded, head office will call me this afternoon. NO call, again. Sent email via complaints dept on 1st March.. hour Later, call from Steve who apologies for the way he spoke, getting money from fitters on Monday for new carpet and will call on Monday with fitting date. 4th march Adrian calls, fitting will take place on 24th March. 6th visit to shop on 25th, fitters didn't show yesterday, not even decency to call to say why. Told Steve it's now been 2 months of me constantly chasing this, it's gone on far too long and want my money back. Receives voicemail at 5.15 that evening from Adrian saying fitters will be with me Tuesday morning (that's today). I rang back saying it's not convenient as I will be (like most) working, and besides I told Steve I want my money back. It's gone on for 2 months and I've been messed around enough. Please arrange for a full refund as I need to arrange another carpet with a company that is reliable. Look forward to hearing frim you asap. Many thanks

I have purchesed sofas from this company and they said it was going to take 10 weeks to come. Its been more than 10 weeks and when i went to ask some informations they said they were 5 weeks delaid. I was assured that I was going to get my sofas on time or even before the time that was set up. That is absolutely unaccetble because i have paid money for this.

I dealt with ALAN at PATCHWAY for a new carpet! The problems comes with the delivery. Having looked at the sheet, I Noticed the address, for delivery was a total disaster!
Firstly the address was Imperial Way - this is the address of the shop NOT MY HOUSE! Secondly - the address in delivery was my OLD ADDRESS NOT THE NEW ONE I WAS MOVING INTO!

I contacted the shop in Patchway and asked the South African customer service person to contact the delivery driver because of this error!
Only for the driver to turn up at my address I AM LEAVING!
LUCKILY I WAS HERE COLLECTING SOME BITS AND PIECES AND I BUMPED INTO HIM! and he followed me to the NEW HOUSE!

What would have happened HAD I NOT BEEN THERE! wOULD I HAVE HAD TO PAY again FOR delivery EVEN THOUGH i had given the correct DETAILS TO THE SALESPERSON Alan! !

This is NOT THE FIRST problem I have had with SCS. I bought a carpet 3 yr ago and the had been fitted incorrectly and after a week of it being down on the floor, it had come away from both, threshold door strips, leaving me with a fraying carpet . . . . . . on contacting SCS to discuss this I was told it must have been my fault for mismeasuring! As I pointed out to the person on the phone...I didn't cut the carpet to fit, therefore I had no options but to live with it for over 3 years!

Hi I placed my order on 14th January and was informed by your sales rep that it would be at least 6 weeks but shouldn't be any longer. So when I was still waiting after the 6 weeks I got in touch with the shop and was told that it would be the next week which was after 25th February. After contacting them on 3 more occasions I was informed it was due in to your dispatch centre on each of these occasions. I phoned again Wednesday last week and was told it would be the 12/3/2018 that day came and went so I phoned again in the 15/3/2018 to be told someone will get back to me and still no contact from your staff. I am deeply disappointed with your service I have always gone to DFS now I am sorry I didn't so I would be very greatful if someone could contact me and let me know what is happening with my order ASAP

Very disappointed

S Towey

Yours