SCS
Reviews and Complaints

Customer number S0093-3167-932
Carpet fitter has damaged TV and has denied responsibility, and now refuses to answer phone or texts. Ramg SCS and they said its nothing to do with us, take it up with the fitter.
Shameful lack of respect and responsibility from fitter and SCS

Far more angry about the lack of responsibility than the damage - to the point that any recompense is given to charity just so SCS and the fitter take responsibility.

I will be spending many an evening spreading the work of this disgusting treatment of a customer.

I made several visits to your Milton Keynes store and took advice from Lorna regarding what I was looking for and on her recommendation I ordered Carpet, Underlay, Gripper Bars and Door bars. The carpet was fitted 26.6.17. I called into the store on 29.6.17 and they arranged for the fitter to call on 3.7.17 to rectify the problem he did not show up. However I was insulted by Wendy’s comments that I had purchased cheap/inexpensive carpet especially when it was on there recommendation.

When I went into the store on 3.7.17 as the fitter had not turned up I got the impression from Lorna that you have had issues with the fitter previously, I advised Lorna that due to the fitters attitude on the day that he arrived at my house, the first thing he said was he did not have enough gripper rods. My husband said that we had paid for gripper bars so we wanted them fitted. The damage that he had done to our property, black hand prints all up newly painted walls chunk taken out of door frames. The fact the there are nails stick up through the gripper bars on the stairs which is dangerous and could cause serious injury if someone was to step on the nails and fall down the stairs that as you walk near where the gripper bars have been fitted you can head a cracking sound which could be the gripper rods incorrectly fitted or the carpet ripping and all Lorna could offer was that we had to take it up with the fitter.

Some ten minutes after I left the shop the fitter phoned did not apologize about not turning up blamed SCS for giving him too many jobs in one day at that SCS supply the gripper rods and that long nail is not suitable for the carpet that was being fitted.

If the incorrect materials have been supplied to the fitter by SCS how is it the fitters fault, SCS supplied the fitter knowing that he had attitude which was confirmed by Lorna why is he still employed also given an insight as to the fitters character by Lorna.

1, Why was I miss sold carpet being that it was cheap and not fit for purpose. I bought carpet that you advised was suitable.

2, Why did you send out a fitter with attitude with the incorrect materials for the job. I have taken advise and short pin gripper rods should have been used on the carpet you sold me. You only use long pin gripper rods and expect fitters to go around knocking the pins down which is not the correct way to do it.

3, Why does no one in your company care that pins sticking up through the carpet on the stairs is a serious if not life changing accident waiting to happen

4, Why was I not advised in advance regarding what action need to be taken if there was an issue with fitter I would not have gone ahead, and more importantly why do you have a fitter on your books that has these issues.

5. I brought carpet from you, you arrange a fitter knowing his history, you accuse me of buying cheap carpet which you recommended and you believe that this is AN ACCEPTABLE WAY TO TRADE.

I look forward to hearing your comments.

Ordered our sofa on the 10th January and it was delivered on the 3rd March. After a couple of weeks we noticed that the cushions were becoming flat and sagging even though we were plumping them up every day. Then my daughter caught her leg on a staple that was sticking out the side of the 3 seater sofa. The cut was deep and caused my little girl great discomfort. We rang to complain and they sent someone out. He removed 3 staples from 2 of our sofas. He then demonstrated how to plump the cushions up and told us we had to do every cushion, every day to keep the shape. Even he was exhausted after doing 2 cushions. He said we should have been made aware of this before purchasing the sofa but we were not. He had to explain the difference between fibre and foam filled cushions and said he has been called out to loads of complaints about the same problem. If we had been told about this I would never of ordered this sofa. I have since been called back by very rude and aggressive advisors telling me the goods are what we ordered and the case would be closed as there is no fault. They also said if we wanted to make a complaint regarding my daughter injuring her leg on the staple we had to go through our solicitor to do so. And the cost would come out our own pocket.

I purchased a 3 seater settee and power recliner chair at SCS at Team Valley Gateshead Tyne & Wear at a cost of £2032.00. On 5th May 2017. We advised the 2 sellers that this would not fit through the door so we agreed that they would take the arms off and re-attach them once inside. This was then delivered on 13th June as I knew the settee would not fit through the door. It was taken away and brought back the next day (still in once piece). My partner waited in for them and they decided to take off the fabric in the front street cut the settee back in two right down the middle then brought it in and glued it with 40mm x 15mm timber and some screws and then reattached the fabric. I raised a complaint as if I had seen this with my own eyes I would not have allowed the settee to come into my house. (If I bought a car which had been welded together this would not have been roadworthy). I feel that the sofa was butchered and no longer what I paid for. I would like a settee which is taken apart correctly where the back is screwed to the base and not down the middle or a full refund
Upon sending my complaint I had a manager call back who advised when we say we are taking the arms off this is an expression of anyway possible to get the settee into the building and that nothing was done wrong.
This was not what was said in shop I was advised they would carefully remove the arms and reattach them inside. This is a botch up job and I am not prepared to pay over £2, 000 for.
I have photos that were taken which I have attached

-march 2017
-client number [protected]
-I called scs in march as the sofa is softened and goes down when you set on it which has been explained over the phone. after 2 or 3 weeks they have sent a technician. the technician came but just to look what the problem could be and I was expecting him to sort out the issue. he said I will report it and will get back to you to fix it.
Finally, I received a phone call that the technician will come and repair sofa on tuesday, may 30th in the morning.
I took off from my work that day in order to be at home but at 10:05 I received the following text message: (message from s c s - please contact our service department on [protected] to re-arrange an appointment for an upholsterer to attend. thank you.)
I called the above number to understand the last minute cancellation but they were not able to help me, they ask me to complain [protected]@scs.co. uk I have sent an email and I received a confirmation that within 3 to 5 working days someone will get back to me, no one called me neither any one reply to my email. I sent email but still nothing, when called before yesterday scs the lady in the reception told me some one will call you on june 8th but today it has been 11 days, no one called me.
I really do not understand what is the point to pay extra £120 warranty but when I need help no one replies.

Please help I want a refund I can not stand anymore scs

I purchased a sofa in the Oldham store on 29/5/17, I was under a lot of pressure to choose a sofa, we had been shopping for one all day and had our toddler with us and we are moving into a house in 6 weeks. It was last thing in the day and exasperated i chose a sofa from SCS. I wasn't really sure about it and the salesman knew that. After I signed everything, he quickly mentioned that I could amend the order within 7 days and that was it. No mention of the 'no cancellation' policy.

After sleeping on it, I decided id rather live without a sofa for a few weeks afetr moving in than pay £3000 for a sofa I dont really like. I went into the store at 9am the next day ( 13 hours after the order was placed) and was told i could not cancel. There was absolutely no budging and the manager just repeated that it was company policy and there wasn't anyone I could escalate it to.

I eventually agreed to change the fabric so that it was more what I was looking for but they charged me more for it.

I think its disgusting that you cannot cancel order when it hadnt even reached the production line. Also, i was able to 'amend' the order which means i could change or cancel part of it just not all of it.

Had I know that i couldnt cancel i would never have gone for it and the salesman knew that, hence omitting to explain fully.

I was informed my Sofa of 3 months would be repaired and substandard cushions refilled the frame was repaired and part of the cushions were changed I was informed the rest of the cushions would have to be ordered. I did me here anything for 2 months and made a follow up call to see where they where. I was informed that the cushions had not been reordered and the job had now been cancelled. I asked why I was not informed and when was this decision made. They said it was the 14th April but they could not tell me why I the customer had not been informed. GREAT AFTER SERVICE. I was informed if I was not happy to email my concerns.

3 seater and recliner, delivered 1 week ago, already left arm on 3 seater is collapsing, not impressed at all, someones coming out to view it next month, but due to my disabilities I havent sat much on the settee, I use the recliner, so would like a refund, because I bought this suite as it stated its durable, but obviously this is not the case. I would have expected this problem after years of use not after sitting on it a couple of times.

I purchased 2 sofas from ScS Birstall about 10 weeks ago and paid cash, however on Tuesday the 22/05/17 they attempted delivery to no avail as the drivers said I wouldn't fit and left.I then called ScS straight away with my complaint and was given 2 options(1) Have both sofas dismantled and reassembled in my home at a cost to me of £198 per unit or (2) A reselect which I would also lose money 25% of my original purchase price I declined both and was told they would attempt delivery again on 25/05/17 which they did, I was told for a second time the sofas were too big to go into my home however the delivery driver told me I had reasonable access so was not my fault. I headed back to ScS at Birstall where I was met by Simon the store manager who after a breif discussion told me if I did a reselect for 2 smaller sofas and a chair it would cost me a further £500 (roughly), so offered me the dismantle and rebuild at a reduced cost of £150 but I would have to pay £318 initially and then call back to store for a £168 refund, however I am currently looking at new homes because I am disabled and trying to get a ground floor flat or bungalow so I suggested that I get a 90% refund to which I was sniggered at and told I would lose 25% and that was that and told to get out my paperwork and read section 3 on the back. Can I do anything else or are my hands tied on this matter

SCS. I really do need to complain about the customer service I have received from your Rotherham Park Gate Branch!
I ordered 2 sofa's for a combined total of £1500 after being followed around the shop by one of the several managers that store seems to have. When it came to the first delivery, the lads on the van seemed to require some more sleep and felt the need to let my partner know this. Anyway, the sofa's would not fit up my stairs, so because my partner had gone to work, my mother was overseeing the delivery and made a call to me to inform me of this, to which I told her to put it in the garage and I would have the window removed to get them in. She then proceeded to tell me that one of the legs were missing, so I said to refuse delivery as I am not accepting a damaged sofa.
With the sofa returned, I received a call from the shop saying that they would like me to accept another delivery the following Friday even with the missing leg and then call up to get it repaired, to which I said this would not be happening, so the lady said the manager would call me. After 3 days there was still no call, so I called the shop and was told that a professional technician had been out and mended the leg and that the sofas would still be delivered on the Friday.
I took the day off work on the Friday to receive delivery and at around 08:00 took a call from the delivery company saying they would be with me in 30 mins. When the lads arrived, I told them that the sofas will be stored in the garage as I have paid someone to attend the next day to take out the window. I then asked to see the sofa which had been repaired, to which I was told "it's ok pal, I shoved another leg in it last night"! So what happened to the technician I was lied to about by the shop? To make matters worse, the sofas were just thrown on top of other sofa's upside down and not in there plastic covers. I noticed a dirty mark on the fabric and also a little tear, so I refused delivery again.
I headed over to the shop, as I was not a happy man, but there were no managers in store to complain too, so I left my details and left.
The next day I received a call from someone saying he was the manager and then went on that to say "there was nothing wrong with the sofa and that I refused delivery because it would not fit! I asked if he was called me a liar, and he said again that there was nothing wrong with it. I told the manager I would be over to the shop in 3 hours to deal with this in person.
30 minutes later, I had another call from the manager to say he had seen pictures from the warehouse of the damage and that it would need replacing, so again I said I would call in to the shop. Later that day, I went in to the shop and told the manager that I was disgusted with the treatment and the lies I have had to deal with and that my family have had to sit on the floor for 2 weeks and all he said was "I should have told him after the first delivery that I didn't want it and he could have sent it back, but now he cant and he is now stuck with it. I was offered some compensation (£150) and order another 2 sofas which will take 8 weeks to come, even though the first one's took 5 weeks? And told that he would call me the following day to discuss, this was 18 days ago! And still no call. I am now on the verge of getting trading standards and some legal advise on the matter as I feel that I am just being made a fool of. I just want my money back now!

Dear scs,

I am writing to express my absolute disappointment at the service we have received in the last 24hrs from your company which has caused huge stress and personal impact. We were told our sofas and table (ordered over 6 weeks ago) would be delivered today after our carpets were put down by yourselves on wednesday. Last night at about 6pm we had a call from thetford warehouse saying the table had been smashed. They would check if another in stock. We had aligned the installment of a £2000 fishtank to go on the table on saturday and to rearrange the delivery of that would cost £200. We spent nearly all evening with the warehouse and colchester scs store wanting a solution. Some very rude staff 1 put the phone down on us. Eventually pamela at colchester agreed we could have a display table delivered if we did not mind a few scratches. We agreed so as not to lose the £200. This morning at 9.00 I got a text message from the delivery people saying they would be with us in an hour. By 12.25 there was no sign. I rang them and they said there had been confusion picking up the table and we would now be last delivery up to 9pm. We had booked tickets in london tonight for a show and now stand to lose those as well. We have had shocking service this afternoon with people putting the phone down, misleading us and not able to give us correct information. I sincerely hope scs takes a very strong view on this and we do not have to incurr further time and energy in pursuing a small claim via

45to 48 villier street
Sunderland
Sr1 1ha

I was very impressed by your colchester store staff especially the salesman david. This has ruined our experience and ruined the last 24 hours for us.

I just hope by the end of today something is delivered.

Julie nurse

RE: S0076-2762787
Would give zero star review if could! Its not the store its the AFTERCARE team

We bought our 1st ever brand new sofa in September for £2500 its a special chiropractic one by Dec it was twice broken the seats are all faulty and when u sit on one the other is like an armrest! It's bn going on since Dec they've sent technician out 3 times but he takes photos underneath! He Really scared me last time cos he was on phone to manager while here and i asked him to admit he'd Sat on it and how bad it was - his eyes were flashing angry he was Literally Yelling at me! They've cut 1" seat pads in half - stuffed them in Half of each cushion and said That's for goodwill! It's awful. We've gotta go through Solicitors now with our home insurance.

Good morning 

I am contacting you because about 4/5 years ago we bought 1 large 2 seater and a small 2 seater we paid cash and also took extra cover on it.

From day 1 we have had the same ongoing problem with the reclining.

The power packs have gone the buttons on the side have stopped working and they never last longer than a couple of months.

We have always called out castalan the extra protection for them to fix it .

And they just keep replacing it and replacing it and replacing it.

Now we are not covered anymore and the reclining on the large sofa has gone yet again.

You can't even put this down to ware and tear because it's run from the electrics and it's been a mechanical problem from day 1.

I am not happy because the sofa itself is in good condition but the mechanical side has never been up to satisfactory standard and this is nothing that we have done or at fault with. 

Now I am stuck with a sofa yet again that is not working again we only had castalan out few months back and now we are no longer covered to have it fixed.

We bought the sofas from the chesterfield store myself and my husband the sofas are in my husbands name Mr Mark Swift 

This sofa should not have had all these problems and I feel because of the mechanical failure on it constantly we should have been offered a replacement sofa .

But nobody has ever offered us anything just kept fixing the same problem for it within a couple of months to break down again. 

Hope to hear from you soon or I may have to take this further 

Kind reguards 

Mrs A Swift 

Sent from my Samsung Galaxy smartphone.

I ordered a La-Z-boy corner unit sofa in October with a guaranteed delivery for Christmas. I was willing to pay more to have it for Christmas than wait for the January Sales.
Unfortunately the sofa I had delivered was faulty and wouldn't connect together.
I had to cancel my family celebration over Christmas because the sofa was not functioning properly and didn't look right . I was very disappointed.
La-Z-boy sent a technician who informed us the sofa was definitely faulty and couldn't be assembled and it wasn't as easy as having new connectors on the sofa, it had to be all reconstructed.
SCS said we could keep the faulty sofa, which is in several different pieces, until we get the replacement sofa. We can't use the sofa, especially the recliners because they are not attached to anything else and are too unstable. I have been back to the Warrington branch a few times complaining about the sofa and I keep being treated in a dismissive manner being informed La-Z-boy will sort it out.
I have found the sofa very uncomfortable, suffering with a stiff neck due to it and my partner has developed a frozen shoulder for which he is requiring an operation this week. I have feel that despite being very unhappy about how uncomfortable the sofa is I have been constantly dismissed by the staff in-store, being informed that it will be just be more comfortable when it is assembled correctly.
My patience has been abused as I feel have waited far too long for this issue to be rectified.
I am not prepared to wait anymore. I just want my money back and the faulty sofa unit removed. SCS have not fulfilled their side of the contract as I was promised my sofa before Christmas and I have not yet received a functional corner unit after 7 months of waiting.

I bought a cuddle sofa and twister chair from you in Feb 2014.
I do not have alot of money and bought this sofa with money my late mother had left me all of that money went on a sofa I thought would last alot longer than it has. Its awful I've had nothing but trouble with it. We had someone come out on 2 separate occasions to refill the cushions after a couple of months and where the cushions were refilled they left a large tear/rip in the cushion, the zip has come off the large cushion on the twister chair so I have to keep pulling it back on its so so flat it's unreal and when I came to choose my sofa I was told this settee was the best one for me because I explained I did not want a sofa that had to be plumped up on a daily basis and I definitely was not told that it would go as flat and uncomfortable as it has. I was then sold a 5 year warranty which when taking that out I was told it covered me for anything that went wrong with the sofa in those 5 years, when I called to say the sofa was flat again they told me I was not covered for that absolute joke. And now on one side of the sofa the material has all come off. Paying £1249 plus another £200 for a warranty which is useless I think this is disgusting and I will be going to the ombudsman if nothing is not done about this. Please can you reply to this email within 7 working days
Many thanks

I ordered this sofa on 14th January 2017, with a 14 week delivery window.
I subsequently received a telephone call in April to say my sofa would be in the warehouse on 28th April and to agree a delivery date - Tuesday 2nd May 2017.
I was told the delivery driver would ring me one hour before delivery. I waited until nearly lunchtime and then rang to confirm my sofa would definitely be delivered (our property is not easy to find & delivery drivers often have a problem). I was assured the sofa was on the van, ready for delivery. I rang again at about 3pm as I was becoming concerned about the delivery. I was again assured the sofa was on the delivery van & the driver would, indeed, ring me one hour before delivery. I was also told my delivery 'slot' was between 1 - 5pm. I rang again at 4.15pm and explained that if my delivery was before 5pm & the driver would ring 1 hour before, it was now 4.15 & he hadn't rung.
She assured me it was definitely on the delivery van & maybe the driver had been held up. She then said, "oh, wait a minute, there's a balance to pay on this furniture". I agreed and told her I had the money with me, ready to pay. She said that, unfortunately, drivers were not able to accept payment (understandable), and I would have to pay, in the store.
I asked to speak to a manager (Aaron ?), who was rude, defensive and extremely patronising. He basically called me a liar when I explained no-one had informed me that I had to pay the balance, instore, 48hrs before delivery. His words were, "I can't believe you have spoken to 4 or 5 different people and no-one told you to come in to pay the balance." I assured him that absolutely no-one had mentioned paying the balance prior to delivery and that is why I had the money, in an envelope, by my side. He again reiterated that I would have been told & that it was basic company training (or something along those lines). His only solution was to reschedule delivery for Saturday 6th May. I explained that I am going on holiday and there would be no-one there to accept it on 6th, PLUS, my old sofa was now out in the garden, getting wet because it was raining. He insisted it could only be delivered on Saturday.
I was getting nowhere with this gentleman (who is definitely in need of Customer Care training), so I asked for the number of Head Office.
I rang this number, spoke to a young lady who, after several minutes connected me to- none other than Mr Aaron ? He apologised for the mix up and asked if a Friday 5th May delivery would be acceptable. I said, "Thank you, that will be most acceptable". He then said that it was all booked in and my sofa would arrive on Friday.
Friday (5 May) is now here and I rang the store about 12pm to check that my sofa was definitely arriving today. The young lady checked and said it was out for delivery for SATURDAY, and not today. I asked to speak to Aaron but it's his day off, apparently. She checked with the warehouse and said that Aaron had definitely put the delivery down for tomorrow, between 12 - 6pm. I explained to her that I'd already told Aaron Saturday wasn't acceptable as we were going on holiday. She was very apologetic but could do nothing further.
She gave me a number to ring, to complain - [protected]. I rang this number, spoke to someone who asked for the nature of my call. She then transferred me to another number, only to have an answerphone message tell me they couldn't take my call today so please leave a message!
Unbelievable! I now have to ask a relative to "house-sit" tomorrow, until the sofa arrives. To add insult to injury, we've had to sit on the floor all week!

On the 12th January 2017, I ordered 3 two seat sofas from SCS in Telford Shropshire. I was promised a 12-14 week delivery at most, probably earlier.
I paid half the amount as deposit. On 21st April, I received a telephone call that my furniture was in their distribution warehouse, and Could I pay the balance. Arrangements were made for delivery on the 26th April. I wasted a whole day expecting delivery and not one of my phone calls were answered when the delivery did not arrive. On Friday, I called in the store to be told that the distribution would be closed until Tuesday 2nd May but they would call me first thing in the morning.
No prizes for guessing I did not get a phone call so back in the store I went to be told that the furniture had not even been delivered into the country, never mind their warehouse. Lie after lie after lie just to get your cash.
Of course, the contract they insist you sign is wholly weighted in their favour so tough s**t on any recompense.
Now without cash and furniture. I hope you can learn from my experience and don't trust these cowboys.

SCS in Cribs Causeway Bristol.

I am Launching this Complaint for my partner, who is to upset to wright this, the company have recently installed a Carpet in her Flat. There are a number of issues, trip hazards, promising to finish on certain dates and not even a phone call or email when they do not show up, promising to reply to phone calls from myself Mr Morgan and not even ringing me. She has spent Two thousand pounds plus on the carpets and ordered a matt months ago, which they said they had to give to another customer as there carpet was laid the day before, not good enough in my opinion. Changing a date for the carpet to be laid because there was two pounds on the account when she has spent thousands again not good enough. the final straw is i have walked into the flat last night tripped on the unfinished carpet because there is no matt fitted and banged my head on the floor as i fell this is beyond a joke now and we will be seeking compensation please can you advise.

Yours Sincerely Mr S D Morgan. Reference Miss Lorraine Taviner
123 Rodbourne Road,
Manor Farm,
Horfield.
Bristol.
BS10 5AP

I bought a two seater sofa and cuddle chair from the ENDURANCE, eternity range in September 2013 from the Cambridge store. I was also sold a leather cleaning kit and the leather guard insurance. I notice the peeling of the "leather" recently which prompted me to make some enquiries. This furniture isn't leather. I have been in touch with the Cambridge store, head office, castelan, but I am being sent from one to the other, except for castelan, they say im not covered by the policy ! I was sold this furniture as leather, 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

Will not be ordering from SCS Wakefield again. Ordered a bedroom carpet and underlay on 18th March, my parents took time off work to accept delivery on 31st March for me and had to reject the carpet as it was a different colour to the sample in store, it was white rather than grey even the fitters didn't think it was right. I complained to the store and they said they would order a new one and I initially was told that it would take over 2 weeks for a new one to be delivered as it came from Belgium, this lead time was then reduced to 6 days on 3rd April when I asked for a refund as I could not wait that long. Today the carpet arrived and it was the same piece they originally tried to deliver. When I finally was able to speak to the manager of SCS Wakefield he said he could not arrange a refund as the carpet had to be inspected, I explained that I needed refunding immediately as this matter had been ongoing for weeks and I have been unable to move into my house, my bedroom furniture was due to be fitted on 1st April and could not be as it would need to be attached to the walls. I sent the manager pictures of the rejected carpet and went in store to speak to him. Although it was clear the carpet delivered is a different colour to the one advertised on the website and in store, the manager would not admit that the carpet was faulty, he said a large piece would look different to the sample in store, this is ridiculous and should be explained at the time of ordering. If SCS think it is acceptable to deliver a carpet which looks completely different to what they advertise this is surely a breach in trading standards. It's been several hours since SCS Wakefield received my complaint, it seems the store manager does not have authority to issue a refund despite the photos I provided, we are waiting to hear what their surveyor says, I need this matter resolving quickly so I can purchase a carpet elsewhere.