SCS
Reviews and Complaints

stuart broughton customer no SOO10 3110068. ordered furniture from scs on 29/04/2017 price was £2298, minus £232 managers allowance which totals £2066. plus on top of this is £275 leather and motion warranty plus £59 delivery so total cost is £2400. furniture was delivered on 03/07/2017. on 26/07/2017 i received an e-mailed insurance policy. read t&c's and decided that my home contents insurance covered my new furniture so the policy sold to me was unnecessary. paragraph 8 of t&c's clearly states, if policy does not meet my needs etc, etc then i should return to store within 14 days from receipt of the policy which was 26/07/2017, for a full refund of premium paid. i went to store on 28/07/2017, girl at desk said she would have to get head office to contact me.on 04/08/2017 i e-mailed insurance company and scs about my request for a full refund.on 08/08/2017 castelan group acknowledged my e-mail saying they would pass it on to their customer care team. i had phone call from store manager on three occasions and each time he said that i couldn't have my £275 premium returned because the £232 managers allowance had been given to fund the insurance ? my sales document clearly shows furniture price minus discount which leaves a price of £2066, then insurance and delivery are added on top of this price. i have paid extra for this insurance, i dont want the insurance, i have complied with their t&c's i;e within 14 days of receipt of policy. i simply want my £275 returned, to which i think i am entitled. i was sold this totally unnecessary insurance policy, i am wondering just how many other scs customers have had the same experience as me ? hoping you can help me in this matter please.

I have been over charged for carpet and have a whole rooms worth of carpet left which I am now paying for as I believe it must be a sale ploy to increase the price and leave you with loads of carpet at the end which you have no use for, The carpet fitters were useless they left my house in a mess carpet cuttings everywhere on my drive and in the house they also damaged my newly plastered wall and hid it, would the carpet fitters leave a disabled person or a elderly persons house in a mess and expect them to pick up all the mess surely you should leave a house looking good so the customer is happy with what they have purchased

I bought a sofa from scs and although we ha e had it for a few years recently we had an issue with a noise which didn't seem right after looking through the paperwork for the couch I realised I had the guardsman warranty I got In contact in regards to getting the sofa looked at eventually after three weeks after I had sent all the necessary documents I rang to see when we would get contacted by guardsman for someone to come out, when the gentlemen came to the property to check the couch

My daughter works at the Loughborough branch, her boyfriend collapsed in the street for no known reason.
I tried contacting the branch to inform them, the manager who answered the phone was rude and had no customer service skills what so ever.
I informed him of the situation and told him my daughter would telephone him back as soon as she was able, his reply was ok then he just put the phone down without a thank you or anything.
She telephone him back and had him on speaker phone whilst I was in the room, and can honestly say the way he spoke to my daughter was absolutely disgusting, I just hope that he doesn't speak to customers and potential customers the way he did.
My daughter is now scared to go into work because of him and this is unacceptable and I hope that whilst dropping her off or picking her up I do not encounter him.
My daughter messaged one of the other members of staff for HR's number and he text back and said I can't because Christian has said that if he does he will face a disciplinary, she still has the message on her phone as proof.

I expect this matter to be dealt with in an acceptable manner and that she does not encounter any further problems from this situation.

Ordered this in July from Colchester store and told them not to deliver before 20 August due to building work. Advised on 23 August items were now in stock. Paid in cash for balance outstanding and requested store to delay delivery until 7 September as builders have let us down and are still working in my house but told by store staff this cannot be arranged as store/ warehouse is closing down 1st September and I must accept delivery before then. I have already paid in full. Now very worried about warehouse/ store closure. We are both disabled pensioners and buying this suite at our age was a big purchase.

Ordered Sofa 4 months ago with deliver date of 14th August, got rid of old Sofa day before, since been informed that delivery will be delayed at least another 4 weeks taking it into September, checked online reviews and many others seem to have had similar experiences and now concerned with some customers stating that they have had issues with leather peeling on the same Sofa that I have ordered so now feeling very stressed been on Facebook SCS SOFA & FURNITURE COMPLAINTS Group and feeling quite gutted.

https://www.facebook.com/groups/680820585450081

After spending a couple of thousand pounds on a 4 seater leather sofa I noticed after a few weeks the decorative stitching on one cushion was a bit loose. The Ecomaster technician came out to inspect the item. He pulled the stitching out further and repeated this action on the other cushion and confirmed the machine had not made the stitch tight enough. In fact when inspecting the cushion he found the stitching was loose in other areas a s well. He offered to repair or replace the sofa as it was a manufacturing fault. Weeks later after contacting SCS for an update I find the technician's report states "This decorative stitching has been caught by the customer". To say I was angry given this was totally a lie and against the information the technician told me is an understatement. I'm now left seeking SCS to make good this issue and can't seem to get anybody to deal with this issue.

We purchased a display sofa from Birstal store and when we purchased we agreed what issues there were on the sofa. When delivered the sofa had been damaged. This damage had happened between leaving the store and getting to us. And engineer came out and agreed the damage had been done on delivery. The store is offering to replace the sofa but only if we pay an additional £1000. They have also offered to pick up the sofa and refund us but I don't want a refund we want the same sofa because of a new carpet and decorations we did to match the sofa.

We ordered a sofa in store at Colchester on 30/05/2017 with a sales person called Bobby. He said it could take up to 14 weeks but we had a call on Thursday 1/08/2017 to say that it will be delivered today 09/08/2017.
Today I was woken up at 7am with no call or warning that they were coming which was fine as I was happy the sofa was here however after about 10 mins in the van the 2 delivery men came back to tell me that they did not have our 4 seater TEO 4seater curve manual leather sofa but a 3 seater one and that I need to call up to find out what's happened then the delivery driver knocked to ask if I wanted the 3 seater one which I thought was weird why would I want that anyway I called 5 times today from 10am when they finally opened to be told that the warehouse has had issues and someone will call me back to let me know what's happened which they have not. We are furious as we have been waiting a while and have rearranged all our plans to accommodate the delivery. What is going on please as this is terrible customer service all round. We would like an explanation and some sort of compensation for this as nobody seems to want to help and we paid £59 for delivery. I was passed from person to person and spoke to at least 4 different people at the Colchester store today with no explanation or sorry.

Wrong carpet fitted the thickness of the carpet is not right. The carpet we asked for was thicker quality they missed off the order the word delux. Warrington store have admitted liability to myself and my husband and agreed they missed a word off the order form. Spoke to the manager at warrington who said they would replace the carpets to the correct type. We are still waiting for a manager to confirm this. We have advised the finance company that we have received the wrong carpet but the store havnt contacted them to confirm this after they told us they had. We just want the carpet we asked for and to be fitted. We are not prepared to pay for a carpet we didn't order we explained this to the store on the day the carpet was getting fitted.

Long story, over 9 months, cut very short I had to refer my case over to Barclays Financial Services who cover my interest free credit loan to deal with this query under section 75. SCS wanted to charge me £75.00 non refundable to send out their engineer to confirm if the sofa was defected or not. Barclays instructed an independent inspection to be performed by HomeServe. HomeServe deemed that the whole suite, 3 seater and 2 separate chairs, had a defect. Barclays advised even though the suite was 2 years old they instructed SCS to fix the defect. From a customer point of view, I am still paying for a sofa that has a defect. SCS have been paid in full for the price of the suite a month after I purchased. For further information SCS do not replace whole suites if defected, even though at point of sales they will tell you they do. Also they tell you SofaGuard will resolve defects, well they don’t and basically SofaGuard is not worth the paper it is written on.
SCS 3 months after report of defect was submitted arrived at my house to replace fabric. They replaced 3 seater fabric and claimed to have “forgotten” to order the material for the 2 chairs. After another 6 weeks of trying to resolve myself with SCS I again had to speak to Barclays. SCS are now saying it is not cost effective for them to fix the defect on the 2 separate seats and they are providing options that mean I am further out of pocket and still have to deal with these cowboys.
Barclays are pursuing this further at a higher level.
I can’t even complain to the ombudsman as they have had dealings with SCS before and don’t get any further so now refuse to assist any users who have issues with this company.
This company is an absolute joke. Based on the queries on the SCS complaint board I am not the only one who is frustrated by their lack of interest when something goes wrong. They like to wash their hands of any issues after the sale. I have tried to resolve this at shop level, ie SCS Speke, who then bounce to head office who literally take no responsibility once the sale has been completed. They were forced to resolve this by Barclays but then where incapable of fully resolving the issue. SCS have had their money and that is all they care about. In the meantime I still have a suite that 2 of the chairs still has a defect.

To whom it may concern,

Aberdeen store

Marina Horrocks AB21 0XQ

I am totally dismayed with the service and communication I have received from your Company.

I placed an order for a 'Piper' corner sofa which at the time, 18th April, through a promotion, came with a free footstool.

The order was payed in full on that date with a delivery advised as 8-10 weeks. Advised heavily that your Company more than often delivers early so could really be about 8 weeks. Based on this, I estimated delivery to be about mid June, as I was selling my current sofa and would need to have this collected before the delivery of the new sofa. I called the store a number of times to check the delivery status, on each occasion being advised 30th June. This I found out a couple of weeks before that date that this was estimated delivery to the warehouse, not to myself. This date was advised all the way through to me calling on 28/29th to then be told it was delayed and would be another week or so. I finally got a call on 4th July advising the order had been received and to arrange delivery. I had paid for a Saturday delivery but delivery slots were already taken for that weekend. I was offered Wednesday 12th which I could manage and as I had already been without seating for over 3 weeks I accepted.

Delivery was made on 12th July but no footstool was received. On calling the store, I was advised an order hadn't been placed for a footstool. I mentioned the promotion and the fact that I had asked the salesperson, Liza, a number of times, does that include the footstool. I also enquired about a refund for the Saturday delivery to which I was advised that if I returned to the store £20 could be refunded to my card. After contacting Liza a number of times it was finally confirmed that she should have added the footstool to the order and, after receiving an authorisation code to do so, she would place the order for me. I received a call a couple of days later advising that authorisation had been received and the order placed. A few days later I got another call to advise that the order couldn't be accepted and I would need to go into the store, have my card refunded for £219 and then place the order for the footstool. I asked about being compensated for having to return to the store and Liza advised she would try and get £20 or so for me to cover this.

I went into the Aberdeen store today, 4th August, to finally sort this. Unfortunately Liza was not there and I ended up just dealing with a young gentleman at Customer Services where a note regarding myself had been left. The note however only advised a refund of £219, which he said included the delivery, but I had not spoken with Liza about the delivery charge refund. So, no delivery refund or compensation for having to return to the store. I wound not have bothered with the hassle and time of getting to the store just for the delivery refund alone.

At no point during this whole process have I received an apology! I have had to keep contacting your Company as no communication was being made to myself, no apologies and the only offer of a solution was to return to the store to receive a refund then purchase the footstool. I dread to think how that would have ended if I had chose to do so seeing as I was refunded £219 and the footstool is currently on the website at £499.

Please advise receipt and respond.

Marina Horrocks

I bought a 3 seater sofa and cuddle chair from the ENDURANCE, santiago range in may 2013 from the Glasgow store. And have been in constant fight with your company to get my money back since June last year due a to sofa interior springs collapsing and you are insisting i get a repair and now I notice the peeling of the "leather" recently which prompted me to make some inquiries. This furniture isn't leather. I have been in touch with the scs head office, they say i must pay £75 for them to come and look at it! I was sold this furniture as leather and im waiting for the after sales service to contact me. Having read some of the other customer complaints, some with the same peeling problem, I believe that it's up to you as the supplier to remedy this situation, either with a replacement or refund. I wait for your rapid response thanks.

We ordered a 3 seater sofa with 2 recliners, payed £1000 for it, took about 16/17 weeks for delivery.
when arrived both recliner seats were out in allinment, the left seat dipped down, all the stitching didnt match and was not in line.
reported it to scs, had to wait weeks for a furniture man to come out and look at it, he wrote notes & took photos, he said wait 7 to 10 days to hear what scs decide on the matter, and here i am 4 weeks later, no call or written communication from scs re the matter, so i have rung today & been informed by customer services that the job has been signed off & completed!
I now have to wait for 2 more weeks for a second visit, for them to come out to look at it again! its like banging your head against a brick wall!
I AM A VERY VERY UNHAPPY CUSOMER, AND I WILL TELL EVERYONE NOT TO BUY FROM SCS EVER AGAIN!

I had a full house done in carpet from here. Carpets took over a month to come then arrived in the wrong size, after another week they arrived and put them down but unfortunately there are bubbles all over and have cut my feet on the stairs where the grippers have come through. Not only has it not bin laid with care or properly it was also wet I assume from being stored outside the night before fitting! Carpet itself is good quality just a shame that it looks cheap due to the bad fitting and has caused me injurys and my 9 year old. I have bin in contact with them via e mails and was told it would get fixed two weeks on still nothing else and no response to follow up messages asking for info on when it was going to be fixed! Very disappointed and would not recommend!

The warranties are absolutely useless, we spent £300 on a warranty to protect our £2000 investment - we had a scuff on the faux leather and tried to get it repaired only to be told they don't cover this type of accident and to claim on our house insurance! what is the point in upselling a £300 warranty to us leading us into a false sense of security that everything is covered then telling us our house insurance is the policy we need!
So frustrated by the staffs attitude as well, i am never rude i always believed nice gets nice but that is so untrue they are rude and defensive and don't know how to listen, you let them have their say but they don't let you get a word or a point in edge-ways.
I have been a loyal customer to SCS and have brought every sofa in my adult life from them, but now i am going to tell as many people as i can that as long as you don't actually have a problem then they are fine but when it starts to rain they want their umbrella back you can only borrow it when the sun is shining. Castle Vale Store.

I strongly tell people now not to use scs due to the problems I had while I was fitting for them in and around the grimsby area ie wrong carpets wrong sizes picking up all replacements due to other fitters not knowing how to do the job they say they are a professional at ( this is not a dig at the guys that fit there now as they are a great bunch of lads ) I have left this sham of a company due to these reasons.
But I am owed a large sum of money from said replacements ( 3months after I left ). I have emailed the fitters manager from this area but to no joy on a number of occasions.
If anyone from head office reads this please asked Mr charnock to rey to his emails. I do not like ranting on like this just want paying what I'm owed ...

Top end leather sofa fell apart after only three years (after multiple earlier faults), leather on arms split and ripped as leather too thin and unfit for purpose. Scs advised that due to the age of the sofa (three years!) I was not entitled to any repair or compensation - and that came from the CEO! Shameful company - very poor quality products, non existent customer service and disgraceful ethics. DO NOT BUY A SOFA FROM SCS

Don't ever buy a sofa from scs! Having paid £1300 for a 2 seater sofa and armchair, which was delivered faulty - by their own admission - what then ensued was a 6 month battle to try and get them to sort the matter. Today leanne simmons from their head office stated "there is nothing we are prepared to do for you!" so it appears that I am stuck with an armchair that has wood sticking out from the arm, as they forgot to put padding inside! Small claims court is my only option!

Hello, we have bought a suite from SCS, are you aware of how they are treating customers that are buying your furniture (because it is so well made) we have waited 18 weeks thus far paid for it got our money back "except deposit " been in again today to pay the £2, 195 and guess what another phone call to say it's not coming and they don't know when