SCS
Reviews and Complaints

jitendra pindoriya
8 the highland ha8 5he
Sales Order No.: S0058-4570955 sofa
Sales Order No.: S0058-4569006 carpet

I have ordered sofa and paid in full and I don't have any date or estimate date on when I can expect sofa to arrive. it bien 20days but I have no update to when I can expect for good I have already paid for. I wanted financed option but I was refused but apparently I have found out I can apply for finance.

I also paid for carpet for stairs on the same day. I was not happy with the quote I received in 1st place since the servey was more than estimate quote even though sqm turned out less the estimated quote I provided. I was still happy to pay for quote I was asked to pay for by email but at the store they increased price again and asked me to pay more since I was not eligible for discount under 12m.

I was at the store for 4hour and 2hours arguing I will not pay extra since it not my fault. employee refuse to serve me because apparently, they on commission business and I was another employee customer and he was not in on that day. so he just disappeared and I was waiting at the store with no one serving me. I had my 3years old son with me and I was very frustrate customer.

I am not happy with customer service at all and the manner was dealt in was very frustrating.

it bien 20days sine all that drama. I have paid for carpet in full aswel and I have no fitting date again.

At the moment it seem like SCS is good at taking money 1st and rest comes after. I want update on my order or full refund

My name is Richard Snape and my customer account with ScS is: S0076-4130395.
In September 2019 I bought among other things six cross backed dining chairs from ScS at Lincoln. They were to be delivered to Nomad International in Peterborough for delivery to my house in Crete.
When they arrived, I discovered that only two chairs were of the correct pattern and the other four were of a different design. Nomad were very helpful and agreed to take the four incorrect chairs back to their depot in Peterborough where they still are. That was in February 2020. Since then ScS have been about as unhelpful as it is possible to be. Their phone keep you on the merry go round for up to half an hour (not cheap from Greece), and then they tell that the person you need to talk to is not available and that they will call you back, but they never do. I have sent countless e-mails to various departments, but seldom get a reply. If I do someone promises to look into it, but then I never hear from them again. Lately they are ignoring me completely.
All I want is for them to deliver four cross back chairs to Nomad international and collect the four incorrect ones.
I am attaching photographs of my original order form showing clearly that I ordered a table and four cross back chairs plus an additional two cross back chairs; pictures of the four incorrect chairs and a picture of a cross back chair for comparison.

Why are teachers asking kids to do work that they haven't gone over. Then have the nerve to say they should know it when school been out since March. I'm getting sick of these teachers rushing theses kids through lessons when they know theses kids are trying to adjust. It's unfair and I passed because if my child fail it's going to be a problem cause I will stand before the board get the news involved or whatever it takes to get someone to listen to me. Your teachers are not trained no more than these kids they stay having tech problems don't know how to present lessons. Then some schools just giving out their books really. That's sad! My next problem is why is art P.E. Music etc... is of any importance to theses kids it's a bunch of BS that's waste of time. I sit everyday with mine and that's bs those extra damn classes for [censored]ing what. Why all they need are the basics that extra is bs. Yes I'm a pissed parent. I will contacting the news to help me get theses answer cause I know y'all all about funding but not on my kids time.

L originally in2017 brought a leather suite which was faulty had it replaced the the second leather suite was faulty had it replaced this takes to december 2019 new leather suite arrives the manual recliner archairs was julting when reclined the man that delivered it said it would wear in in june we turned chair up and found the frame had been rubbing leather and had put a hole in leather reported this to aftercare someone came and inspected it after care are now saying it can only be repaired l said l wanted it replaced but have been told if l do not gree to repair they will close case this chair was faulty when it was delivered to my house l took the word of delivery driver it would wear in aftercare say because l did not report it until june that l can only have it repaired this is third suite l have had from scs l think l should get new armchair with all the trouble over the last 3 years l also think l deserve compensation this is disgusting does not say much about furniture from scs does it please let me know the outcome of this complaint asap anything like furniture it will not be quick the suite l have now is g plan leather

Did not turn up to fit carpets when I moved house meaning all upstairs furniture had to be stored downstairs for 5 days carpet cleaning downstairs had to be cancelled as it was covered with upstairs furniture and clothes I had to find alternative accommodation for my digs as there was no room for them due to furniture. I had also paid to have bedroom furniture built by the removal company (lost money) and had to rebook and pay £145 for them to return after carpets had been fitted. I sent a complaint to SCS. Someone rang and left a message after a few days but I have not been able to make contact as no response now on the phone and my emails (which I send daily) are all ignored! Their error caused me and my family a lot of distress, it is appalling! This happened a month ago so I am now trying to find alternative methods of communication until my complaint is addressed and I am reimbursed for costs caused by SCS error!

Good Morning,
My name is Mr M H Evans, Order number S0059 4335286 . I took delivery of a 3- and 4-piece sofas on the 17th of July 2020.
I immediately noticed several problems with both sofas, both were badly finished with very obvious stitching and rippling and fabric rucking .
The larger sofa has very obvious faults with its inability for all the feet of the sofa to rest on the floor at the same time also 2 of the gliders to the front left of the sofas constantly fall off, these are the 2 that do not reach the floor, and are causing problems to my newly laid wood floor.
The delivery people had difficulty assembling the 4-seater and also had to replace the gliders on more than 1 occasion . I did complain to them at the time and said it was not what I ordered, they were not very helpful, but did take photos of some of the problems and advised us to contact yourselves . Eventually we managed to get through to a person who took our details and noted our complaints .
We were then contacted by your after-care team who offered us an appointment for the 28th of August 2020 for someone to come along and inspect the sofas. I initially agreed to this but after due consideration I contacted our solicitor and explained the situation .
I have been advised that your visit of the 28th August takes us out of the 30-day return policy which you do not stipulate when making these appointments.
Under the 2015 consumer Act, I am entitled to return this order for a full refund due to the facts,
(1) The items were not usable and aesthetically displeasing also unstable
(2)The items were not of a satisfactory condition
(3)Not as described.
Which constitutes a breach of contract?
I am therefore informing you on the 29/7/2020 within the 30-day return period, that a full refund and collection of your property withing 14 days be initiated . I do not accept delivery or ownership of these faulty goods which should never have passed quality control.
Failure to contact me or refusing to give a full refund will cause an escalation to County court via our solicitor's, where all costs will also be sough plus damages .
Name Mr M H Evans, Address 19 Glyn Meirch Road Swansea SA8 4AP - Telephone [protected] Order Number Soo59 4335286
Mr M H Evans

I placed order for carpet, paid in full at point of order.
arranged a fitting date, 1st available date was 3 weeks from order date.
At 10.30 the morning of the 29th June, the arranged fitting date, I had a phone call to say the fitter was ill and not coming.
We had already emptied the room of furniture. I was un able to rebook a new date until after 2pm that day due to SCS sytem.
At 3.30pm I called SCS to find out a new date as I had heard nothing from them. After being on hold for over 35 mins I finally spoke to a lady who still could not access the rebooking system but promised she would call me back before she left at 8pm. She did not call.
I called again the following day, again on hold for over 35 mins. I spoke to a sarah in flooring support who could not rebook my fitting. I asked her to arrange delivery of my carpet for me and I would organise my own fitting. She could not do this and said she needed to contact the area manager Peter to authorise. she promised to call but did not.
I called again on the 1st July again on hold for over 20mns, finally spoke to Gemma in flooring support, she emailed the area manager again to authorise, but said he can take 24 hrs to reply. I requested to escalate this and I was not happy that I have paid in full but cannot get an answer on when or if my order can be fulfilled . The complaints procedure was not known, I requested the area managers email address, but I was told I am not allowed to have it, instead I was given [protected]@scs.co.uk
I paid for this order in good faith and would appreciate some acknowledgement for this appalling service that has been received

Scs issues

Unacceptable delay in carpet being delivered and fitted. Emailed and rang customer service multiple times, each time they said the operations manager would call within 24 hours, told this around 7 times, I am still waiting 4 weeks later for the call...ended up being the sales man ‘Louis' how dealt and resolved our problems which I think was not his responsibility to do so.

Laminate fitter didn't fit the wooden trimming between laminate and carpet, carpet fitter said he does not fit these only if they are metal. Laminate fitter called to come and fit but on holiday till after the new year. T bar was to be fitted on 23rd Feb, but this had been measured too short.

Surveyor incorrectly measured the about of wall trimming needed for the laminate, ordered double the amount then what we needed. Also the amount of Laminate needed was over by two boxes worth. Incorrect door bars ordered, we needed 3 carpet to carpet and one vinyl to carpet, but 2 of each was ordered.

Surveyor came to inspect the work that had been carried out around 4 weeks ago, but nothing has developed further.

I have been complaing about faulty goods for a year to your store online etc, the faults was straight away after 1 month, I will look forward to the day your poor company shuts down are takinng you to court as I read many other people are doing, you are a very poor quality furniture supplier who sell low quality crap and people are complaing in the masses I dont aspect any thing to xcome of this message to you as I know how very poor your after sales none exsistant 0 customer service is. I hope in this present climate your company goes down and you loose every thing as karma can be a [censored] so have a crap day you losers and start looking for another job.

I am completely frustrated and feel appualed with the service from SCS.

We were due delivery and fitting on the 21/1/20 this day was delayed till 24/2/20. We received a call about the delay a few days before and was given no indication how long the delay was for.

The fitter arrived on the 24/01/20 and informed me two rooms would be fitted however the remaining areas would not due to damaged carpets.

All carpets were removed for the fitting therefore floorboards were left exposed with grips and I have a young family.

A date was arranged by SCS after I physically went to the store to demand an update. The store informed me there was a miscommunication therefore the next date was the 14/02/20.

On the 14/02/20 the fitter was sick.

After I initiated contact again with SCS a date of 28/02/20 was given.

I contacted SCS on the 28/02/20, SCS provided me with the fitters contact details. He was supposed to call before 11am to confirm the fitting. I initiated contact, he advised me he would call after 2pm to arrange fitting. I attempted to contact the fitter three times after 2pm no answer. I called SCS; they advised the job will be completed before 8pm. I received no further contact and the carpet is still not fitted.

I am deeply disappointed, frustrated and shocked by my experience. I wish I had never parted with my money . My home is not habitable for my two young children, and SCS couldn't care less.

I have experienced several issues already with my sofa's, after only receiving them 2 weeks ago.

Firstly, I would like to put a complaint in regarding delivery. I was told the sofas were to be delivered within a week of the warehouse receiving them. I booked the following week off work to ensure I was available for the delivery, to then be told the sofas would not be delivery for a further 2 weeks. I expressed my concern as i would of lost out on a weeks wage and still not received any sofa, to be confronted by an extremelly rude and unhelpful member of staff, who basically said there was nothing they could do. I did not have any response after this, so again had to chase up my order to be told the date had been changed. I have now received the sofa after much stress, confusion and complete unprofessionalism from your company. They were eventually delivered on 12th February 2020.
Secondly, I received a copy of my guarantee by email after delivery. In the store, when I purchased my sofa, I was told the sofa would be treated for protection against staining but my guarantee says my sofas are untreated. I am extremelly disappointed as this was a major selling point for me, had I known they were untreated I would of gone to a different company. Myself and my girlfriend were present when I purchased the sofa and we were both assured they would be treated before delivery. I would like to know why this was not done and how we are going to resolve this matter?
Thirdly, I have not used the sofas very much as of yet, but the few times i have sat on them, there appears to be dark marks on the cushions after every time someone sits on them. We have tried plumping the cushions up, brushing the material to ensure it wasnt just pattern and checked clothing and these marks are still apppearing. I am extremelly annoyed as I paid a lot of money for these sofas and for them to be getting marked for no reason already, i feel is outragious.

I would like someone to come back to me as soon as possible with an answer and resolution to all 3 of my complaints. I would like a partial refund due to poor service, no treatment on sofas resulting in marks on my sofas. Also I would like someone to contact me with regards to what I can do next to resolve the issue with markings on the cushions.
My guarantee number is [protected]

I hope to hear from you soon.

Robert Birt
[protected]
57 Kinnerton Way, Exwick, Devon, EX4 2BL

Order number
S7777-4279386
I recieved my sofa on the 12th feb 20, with in 30mins i called customer services to advise the that the feet were missing. The delivery team were so fast to put it in, take the cover off it, and asked me to sign for delivery, which i did, as they were walking down the path i noticed the feet were missing, i got my shoes on to run out to ask them to come back. They had just got into their lorry, i was waving to them, but they drove off. i can't say for certain that they had noticed me.
Upon checking my emails, i noticed that i had recieved an email from yourselves on the 21st Feb, staiting that you had contacted the manufacturers, and that the feet would take between 2-4wks. So yet another delay, ive just been on the phone to a customer service ? lady called Ann, who just kept repeating that she can only appologise for the delay of 2-4 wks, and that it's not your fault, it's the manufactures fault, that they had sent it without the feet, and that wasn't ScS's fault ? Then who's fault is it ? Because it's certanly not mine !
I purchased it from ScS, i'm your customer, not of someone who is sat at a machine producing the goods on your behalf.
Ann, repeated this to me several times, and to be honest yes i was getting annoyed with her, because she wasn't actually listening to what i was telling her. I wanted to know why i'd only just got this email, she replied that, that's when the manufacturers were told about the missing feet ? So it's taken from the 12th feb to the 21st of feb just to ask or send the manufacturers a request. It's only the feet for a sofa, they arn't having to make the sofa all over again. I'm sure that the feet are ordered in bulk, by the manufacterers, they can't keep producing one set of feet per unit sold, it just doesn't make sense .
Customer care ( Ann ) kept repeating that it's not your fault, and it's the way your company deals with this type of complaint. When i rang on the 12th, the lady who appologised for the inconvenience that it had caused, and that I would receive the feet within 2wks, and they would come and fit them for me. I accepted that. But Ann has told me that the feet will come directly to myself, then the onus is on me to ring up again and make an a further appointment for them to come and fit the feet for me, if I can't find someone to fit them for me.? Again, i'm having to do the chasing ? Please explain to me why it isn't your responsibility as a company why it's the customers job to put right what your company have done wrong. Surely as a huge company like yourselves, you would check all the goods that are sent to you via any manufacture, before they are sent to the customer. Your customer ! and I am your customer, not the manufacturers, therefor it's your responsibility to make sure your customers are happy, and they don't receive faulty goods. I do understand that there will be a few miss apps, and it's upto the customers themselves to follow up with a simple phone call, and for your customer service to explain why, and that it will be put right. Indeed that's why I didn't complain any futher. I also asked her for the manufacturers number, also for the name of the manufacture, I believe she said it was Leevus, she said that customers aren't allowed to call them direct, So I asked her to call for me, and she said she wasn't allowed either, so who is ?
Ann, kept talking over me to, and that in itself can be very annoying. I asked her to put me through to a manager and she refused, saying that he would say the exact same thing as she is telling me. I asked her three times that i'd like to speak to a manager, on the 3rd time, she put me on hold, I have no idea if she had even spoke to a manager, frankly I don't believe that she did, because yet again, she said that his advice was exactly the same as her advice, I told her that I wanted to talk about her conduct to him to, and she still said that nothing was going to change.I asked for her managers name, she said Shaun. Over the years I've spent a lot of money with your company, if there was an issue, I had great confidence that the matter would be dealt with prompt and without any stress at all.It was less than 10mths ago that I purchased, another sofa, a cuddle chair and footstool to match, to go to my house in Lemmington Spa. I update furniture around every 3yrs, in all my properties. I will no longer use ScS because of the way I've been treated by ScS this time round. I will be taking my business to another company from now on. I will also be advising family and friends on this matter. I've been made to feel as if I am in the wrong for asking ScS to be quicker with their mistake, that they had passed onto myself to chase because it's to much of an inconvenience for customer services to listen, and to help by making simple calls to whom they blame for the faulty goods, purchased by the customer, through ScS, and then states as it's not their fault ? The customer who purchases from any company, surly it's the company who you purchase from is responsible for making sure the goods are fit for purpose.
I will be seeking advice on this matter, as to what i'm entitled by law to ask for. I'm sure that you wouldn't want this matter to go any further, as I want to sort it out to. Unfortunately, I will not be ordering again, after around 30yrs of my using ScS as my favorite furniture company. So many changes over the years, and you have to accept them, but not the way I've been treated over my last purchase, I've always paid cash up front to.
Regards :
Julia Bailey.

i purchased a sofa with chaise bit and a cuddle chair with footstool, i first ordered these in the burgundy and the leather all started coming away with in months, they decided to rplace it for me as i too had the extra insurance, i decided on the same set but changed the colour to black. i have this set for around 4/5 years but complained in september about the so called leather actually peeling off. i sent photas to scs and they said they would get back to me within 7 days bearing in this in mind this is september 2019, today january 8 2020 some body rang me up to say they could offer me £350 off something else in the store but that they would have to take my sofa away. today i also found out the endurance range is not even leather yet i was told it was leather
this is simply not exceptable

I purchased carpets for all of my upstairs in Jun 18.I noticed in November 19 that my carpet was falling apart starting to get holes.Then i moved my daughters bed to find the carpet had come up.Called SCS and they said a inspector would be out to have a look.He looked took photos etc and told me that i should not worry they would be all replaced to avoid it happening in other rooms. Then a week before christmas another inspector comes rips my carpet up and has a look and agrees it needs replacing and to phone after christmas.I phone them today to be told they will not be replacing as its not a manufacture fault even though the guy told me they will be replaced.Apparently in the reports there is nothing of replacement. I really don't need this stress as i am suffer with fibromyalgia and a mental health.I am also disgusted the way i have been treated and the quality of the carpet that been sold to me as it was not cheap.

Sent an email to David Knight and still no response! Dear Mr Knight

Out of sheer frustration I am writing to you due to the complete incompetency of your company and customer service we have received.

Your SCS Company Statement reads

RESPONSIVE, INCLUSIVE, GET IT RIGHT, HARD-WORKING, TRUSTED - LIVE BY THE RIGHT VALUE

This has not been the experience we have received!

On the 17 November my partner Mr Freddie Osborne and I went in to your shop in Beckton to purchase a carpet as your advertisement on the TV said order now and the carpet will be delivered before Christmas (this is false advertising from our experience). We spoke with Michael Lascelles who on the surface seemed a very genuine sales person. I am a Director of Sales and understand the sales process and closing the deal etc. Eventually we chose a carpet Adelphi Silver £10.99 per sqm and paid £250 in order for the surveyor (William Foulstone) to come and measure the areas for the carpet. We asked several times if the carpet would be laid by Christmas as we have family coming over, some from Australia and we were reassured that it would! We were then asked we had to pay another £100 so that they could go ahead with the order, which we did.

We were advised that this William would phone the night before to confirm his appointment which was for Wednesday 20 November, he did not call to confirm however, he did turn up and took the measurements. We then paid the balance of £1028. Delivery and fitting of the carpet was confirmed for 05 December (I have an email confirming this). My partner and I worked hard to take up the carpet and underlay, we are not young people, my partner is 77 and I am 64 years of age. We also had to roll the carpet, secure it plus the underlay and take down 2 flights of stairs to be taken away. Before you ask why we did it ourselves, the cost to have this done by the carpet layers was far too expensive. We were then contacted 24 November to be told that the carpet we had chosen was no longer available. We had to chose another carpet which the shop assistant (Dave) said was more expensive but he would give us this at the same price as the original choice. We chose Bermuda Polish Silver and the fitting was booked for 05 December (confirmed by email).

Again, we were told that the carpet fitter would call us to confirm what time he would be coming, his name was Gary Sheehan, he did not call, I sent 2 emails to the Beckton shop as each time I called your customer service in Sunderland a) I was on hold for over 20 minutes each time b) they were not very helpful - very apologetic but not helpful and had no authority to make a decision so a complete waste of time. We waited and waited on 05 December and guess what, it didn't arrive, what a surprise! Eventually, we were told that the carpet was not at the warehouse for whatever reason, no one could give us an explanation. They hadn't even bothered to call us to advise that the fitting would not be happening - great customer service. It's not our responsibility was what came across and patronising. We were then promised that the carpet would be delivered and fitted on 12 December (I have email confirming). We had no choice but to wait, at least it would give us a week or so to put our house back in order. So for a week we have had to live in our home with no carpeting and bags of clothing and household goods piled up as we could not bear to put it all back only to take it out again. Just for your information, my partner had a heart attack last September and I don't want him having another due to the stress of all this upheaval. Your customer service said that they would ask the Beckton shop to call us to offer some compensation as I had to take a day off 05 December, no call came, why was I not surprised as this is par for the course as far as SCS is concerned.

So, now we have had a call today from your Sunderland customer service to inform us that the carpet is not ONCE AGAIN in the warehouse so will not be fitted on 12 December. WELL DONE SCS YOU HAVE EXCEEDED ALL EXPECTATIONS. Oh, but we can have it laid mid January! We are speaking to the SCS Beckton shop manager of the furniture department? He is doing his best to assist he has said there are no notes on your system and he can see that the fitting is arranged for tomorrow, we explained that Sunderland have just called us and are wanting the shop to sort out this mess. We have said we are wanting a full refund by close of business today, but, he has said that he is not authorised to do this. It is not acceptable, you have let us down several times and we are having to wait to be paid back after you have broken the agreement to deliver and fit our carpet TWICE. PLUS, we will have to cancel our family coming to us for Christmas, thank you SCS.

We await your response as soon as possible.

Guess what people, the inute we got our money back we had a call that very night to say that they Tcould deliver the carpet on 20 December. Would rather stick pins in my eyes than deal with SCS EVER AGAIN!

The Company must be making so much money that they cant be bothered to respond, they are shameless.

We found a company C&G Carpets in Tilbury that took our order on the Monday, measured up on the Wednesday and fitted the carpet on the Sunday and we saved £500! Use this company they are brilliant.

Reading the reviews think we had a lucky escape, wonder what trading standards would think of their advertising and behaviour.

SCS A SHARE &SONS Customer No: S1083429169
Firstly I am rejecting offer of Replacement I want a Refund.
After months my replacement carpet was finally recognised as defective.
A customer service team member (Samantha) confirmed this to me on 6/12/19 by phone call. I was instructed to choose a replacement. Went to the store to do so, and store manager informed me she has not logged the replacement as "Authorised" Therefore I cannot choose my replacement carpet!
I am stuck in no mans land and now want a refund. History: 2 carpets ordered since Jan '18. First one was defective due to weave fault - outcome - Replaced. Second replacement carpet laid April 18. Within 13 months (Aug '19) carpet delaminating ie coming apart from its backing material. outcome I cannot get a replacement organised as above mentioned staff member did not complete the correct amendment to my file of "Authorising a Replacement. Inept does not cover it.
HOW TO COMPLAIN EFFECTIVELY
For all my fellow complainants you might find the following information useful in trying to resolve problems caused by SCS.
Knowing who to effectively complain to helps a great deal. Bypass and completely ignore Customer Care Teams and go directly to the Directors;
Chief Executive David Knight
Managing Director Kevin Royal
Corporate Services Chris Muir
Marie Liston has responsibility for Customer Care

I am considering driving from Glasgow to Sunderland to try and resolve my issues