SCS
Reviews and Complaints

I ordered lvt based on a picture advertised on scs website but once I recieved it, the colour wasn't right. I got kn touch with the store I bought it from they referred me to head office. I dealt with head office for a over a week sending emails, photos and calls every day. They then advised me that the manufacturer rejected my claim and referred me back to the store who refused to accept responsibility or take action.

Ordered carpet and furniture and was eventually given delivery dates, which were fine.Salesman visited, was told be longer lead time as needed 5 M width, revised dates .Was told revised dates but was phoned after two weeks would be longer still...getting angry now. Was given new dates but they wanted to deliver furniture before carpet, no way. Given revised dates, week later was told be longer still, would I like to choose another carpet NO00000000000000000.Waiting again.Got phone call from delivery driver "We are outside your door with your furniture"GGGRRR, cant take, carpet 1st please.
Its Saturday now before delivery dates of Monday carpet, Tuesday furniture WAY!Phone goes, its SCS! Cancel carpet delivery they need another month!
Attended store and told manager what to do with the carpet order and could he compensate in some way? How about a leather cleaning kit for the furniture? Offered NOTHING, REFUSED
DISGUSTING CUSTOMER SERVICE, INADEQUATE STAFF SCS could be initials for something very rude...Anyway moving on...

I have waited 5 months on a sofa which they have promised weekly for 6 weeks will be delivered. Ordered february 3rd to be delivered to new house a few days after 17th may. Noone can locate my sofa or give me a delivery date. Even tho i have called every week for 6 weeks. Even the chief executive has ignored my email. Noone can help or resolve my issue

Hi there,

I would like to put a complaint about the aftercare team as I am not happy with the way my case has been dealt with. I have waited nearly 2 weeks with no communication regarding my damaged sofa and when I contacted scs the adviser was rude and showed no interest. I received a email saying I would hear from scs within 3 to 5 working days and I waited over 1 week and then I contacted the store who were very helpful and send a email regarding my call to the aftercare to contact me and again I had to make the call 4 days later as still no communication. When contacting today I was told I would now have to wait another 24hrs to speak to someone.

I am not happy with this result please Can you let me know I can go about returning the sofa.

Look forward to hearing from you

Kelly Burns
[protected]@hotmail.co.uk

I purchased a sofa about 2 years and the arm has given way surly it should last longer than this . We don't have young kids that sit on the arms my husband felt it go when he leaned on it . And he isn't a big man . This sofa coat over 1k . Our last sofa lasted over 10 years . Would this be covered on some sort of warranty . Very disappointed in the durability

I have had our 3 piece suite for 6 years and the top layer is peeling away. I've sent photos and the sofa has been acknowledged as poor enough to need replacing by SCS (apparently you're not doing these anymore which says a lot) but we were initially offered a derisory £179 in store credit (how do you replace with that?!) followed by equivalent in cash as a "final offer" by your Warrington store manager.
Re-covering quote alone is £400 but you are adamant that your offer is acceptable given how long we have had it? I've had a previous leather sofa for over 15 years and that didn't ever wear like this has. How is your offer acceptable?
Quite frankly won't be touching SCS with a barge pole after this. I have so far refused to agree that this final offer is acceptable and have now been told it was a "goodwill gesture" (what? For selling me shoddy merchandise?) and I have 3 months to confirm.

I went into store and placed an order on a sofa, the service in store was good and no problems. As I wanted to take out finance on the sofa, i was led into another room with a member of staff to go through all of the finance details and to make sure i was accepted - which i was! There was only 1 issue when going through the finance, I wanted the sofa delivered to an alternative address not the address in which i live at, in all fairness the lady that was dealing with me wasn't sure if she was able to do this and went and double checked with her manager in which he said this was fine and yes it could be done. I asked more than once if they were sure and that this definately wouldnt go to my address and they reassured me that all would go to the correct address.

On the day of delivery I had a call at 7:30am telling me that they would be with me within the hour, 8:45am still no sign of them so i called back the number of the delivery guy that rang me, he told me that he was outisde the address and there was no answer, when i asked which address he was at he told me the current address of where i live(NOT THE ADDRESS WHERE IT WAS MEANT TO BE DELIVERED). The delivery guy then told me that the sofa would be taken back to the warehouse and that it wouldnt be delivered today and that i would have to pay more to have it re-delivered. He said that the current address was the only address they had on their system and they have never been able to deliver to an alternative address so he didnt know why the store even said that they could. He then told me that there was nothing more that he could do and this was now between the store and me!
I contacted my partner(who was waiting at the address where it was meant to be delivered) also it was her number that the delivery guys should of been ringing to arrange, but they never! She tried to ring the store but it didn't open until 10am. When she finally got through and explained all of this to the manager that day he collected all of our paperwork and rang my partner back - he said that this was a store fault, they had not updated the system with the correct delivery address and they also had the number they were supposed to contact for delivery wrong!
He sorted it so it was delivered but not until around 3pm that afternoon and only because I told him I was going into store if it wasn't delivered on that day!
The attitude on the delivery guys were shocking and even put the phone down on me one time, and our whole experience with SCS has been unsatisfying to say the least - to the point where to be honest we just wanted to cancel our whole order and go elsewhere!

Hi. I have tried to contact by telephone to no avail. I purchased a three seater electric recliner in June 2018 along with a non recliner chair. The furniture is by G Plan. We paid over 3.000 for this and less than twelve months later the cushions on the seats have gone very soft and are not supportive as would even expected. I would like someone to come out and look at the sofa please. I would have expected much better from a G Plan sofa and hoped it would last at least 3 to 5 years.

Regards Mrs Pennington

I'm so disappointed with the service we received when spending just over £200 on our carpet. Firstly we ordered our carpet we were told we could pick it up from the store which we thought great. We were told because it was being delivered to the store it would be ready within 7 to 10 days. After not hearing anything for two weeks we phoned the store and were told it was available. My husband picked it up and bought it home. Pulled up our new carpet to realise it was too short. We phoned the store admitted it was their fault and they said they would re order the carpet and deliver it to get the old one back. After a few days I phoned up again they said we would have to bring the old carpet back in and collect the new carpet. We didn't argue we arranged to pick the carpet up. When we arrived my partner opened the carpet to check it which it was now the wrong colour. We were told to come in store to speak to someone. We got to the desk there was no apology or anything just that we had two options to cancel the order or wait for another one. This has been going on for nearly 6 weeks.in fact both members of staff were very rude and made us feel really unwelcome. All we asked is if we could have the carpet delivered as this was our 3rd trip up to the store and we live quite far away over the other side of Norwich. I'm really shocked how they made us feel and especially the lady at the desk. I work serving customers every day and wouldn't dream of treating a customer in that way

I purchased a G Plan manual recliner and chair from SCS, Farnborugh mid January 2019.
After a couple of weeks i realised one side wouldnt recline properly. I phoned customer service who arranged for an engineer to visit which took over 2 weeks. Not long after it was still not working properly and the other side does not work at all now
.
I contacted customer service again who were not helpful at all and said an engineer would need to vist again despite me requesting a replacement or refund and made an appointment for 5 days later. I was not happy but was told that was the earliest. On the day engineer was due to visit i received a call to say engineer ill and next appointment not until another 10 days. I had already submitted a letter on 29th March requesting a refund as the goods were faulty and not fit for purpose. I also sent a further letter a few days later and no one has replied. I just want to get this sorted as soon as possible as i have a medical condition where i need a recliner.

To whom it may concern,
Back in December 2018 we purchased a table and a sofa from SCS Drake house sheffield on a pay monthly contract.
when the table was delivered two days before Christmas we found there to be scratches across the table and also a yellow mark under the glass. I tried to contact the store I even drove down there when they were not answering my calls to find the store closed over the Christmas period. I then contacted the customer services and they looked into our case. they agreed the glass table top was needing to be replaced and they took full responsibility after I had sent across photos etc.
I finally received a phone call from the delivery team to tell me they would be coming Friday 22nd March to bring the new table top.
when they came the deliver driver was very rude to me, very short and very rude. He unscrewed the table top and took it away and left me with the replacement, this was fine.
however when we came to put the new table onto the base the screws/bolts were missing, the delivery driver had taken the bolts which he had removed with a drill.
so now we have a table which we cannot attach to the base. I again called the store and the manager who was polite to me advised they would bring some bolts from the store to me on Thursday 28th March. However I then received a call after chasing this up most of the morning and not getting through.. that they didn't have any bolts in the store that they could give me.
He advised he can speak to the warehouse and get these posted out to me but he cant be certain when this will happen.
I am beyond fuming as I am paying for a table and a sofa monthly. A table that was first delivered damaged then secondly delivered without all the correct parts needed and now I am having to pay for a table I cannot use and I cant have a time frame of how long for.
I want some sort of acknowledgment for this and I also want something doing about this. I expect you to take this seriously as I will continue to contact until some sort of compensation is given, this is appalling for the money we are paying. i have a young baby which i am struggling to seat when feeding and my kitchen now has a table in boxes which cannot be used. I will have to stop payments going forward until this issue is resolved. i do not want to go down that route at all but as my dad and uncle both work for south Yorkshire police dept, i have taken legal advice on where i stand. Granted this is not aimed at anyone in particular but the delivery driver should have known to leave the bolts or the warehouse should have sent some with the new table top.
i would appreciate a phone call to discuss what is going to be done and documents can be provided if needs be, i am not usually one to complain i do work in customer service myself and i understand
many thanks
Miss C Allatt
129 Rotherham Road
Dinnington
Sheffield
S25 3RG

We ordered and paid for a dining table and 6 chairs from SCS in Stockport on the 10th January. The cost of the product was almost £900 which they asked we pay in full on the day. We were told delivery would take between 3 to 4 week which we were happy with as it would allow us time to sell our original suite. As it was approaching the 4 week period and I had not heard from SCS, I phoned the store to ask for a delivery date. I was told they would have to phone Head Office and would phone back in a couple of days. They rang today to tell me that unfortunately there had been an a huge number of people order this particular suite and the manufacturer could not supply the demand and therefore delivery would now be sometime in 'MAY'! I feel that SCS are conning customers into parting with their money on the assumption goods will be delivered in a few weeks and therefore enabling themselves to make a fair amount of interest!

We are not happy with the service we have received from SCS we bought two sofas two years ago
We where pressured into buying insurance for you saying that it covers everything,
made out that it was really easy to claim and we decided to purchase this for £250 hoping the sofa would last at least 5 years.
Two years went by then we saw the bit of the faux leather had come away
We phoned up straight away asking for a claims form we heard nothing and had to ring again which is really annoying
Finally got the claims form sent it off
Then got an letter back saying that there's nothing you can do!
What a waste of money
The least you can do it is refund the money for the insurance as it's clearly not worth a penny

Ordered a carpet on 26th December 2018 from this shop in Wednesbury. Paid all the cost upfront and was booked to have the carpet fitted on the 15th of January 2019. I got a call from the shop a day or two before saying that the manufacturer cannot get the carpet in time and they advised the 28th of January as the new delivery day. I was clearly upset but I had to agree with the new day as I have already paid for the carpet. Now, two days before the second promised date, I get another call from the shop saying that they do not know when my carpet is going to be delivered as they received an email at 2am from the supplier saying that the carpet is not going to be delivered on time. When I questioned the time of that email, I have been told it is an automatically response. They have not confirmed any dates or times anymore, just said that they will get in touch with the supplier on monday morning (which was supposed to be my day of fitting).
affected:
I could not move in the new house so I had to Pay an extra month of rent and bills (£500)
pay also the mortgage and bills in the new house (£650);
Taken two days off of work (£100/day) as I was supposed to be in the house and wait for the carpet fitters
Delayed all my furniture to arrive on 1st of February (£100)

I purchased a sofa £3300! Paid in full Then also purchased my carpet and underlay £1000 I was told to pay £200 then pay the rest after the measure. had an issue with my card when tried to make payment went to bank and sorted this then called on the Tuesday to make payment Sean the sales man I was dealing with was off
But the person I spoke to assured me he would take the payment from the detail Sean would have on his desk, GDPR states this shouldn't happen...! However I left it there and next thing I know it's 7.45pm on Thursday night and I have Sean on the phone asking me to make payments I explain that I called on Tuesday and it was all done he then says he knows nothing about it and it hasn't! How frustrating! But that would have been fine if however he hadn't then turned around and told me the fitting date of the 31 I booked was no longer available however no one mentioned this to me on Tuesday! I. Ow have to wait until the 5th February 19 this is disgusting I have 350ltr fish tank I had to take down to remove all old carpet underlay and grippers in accordance with the contract I signed I now have my fish in a tub waiting for the new carpet to go down! The reason we purchased from you as we were guaranteed fitting within 7days! You as a company are very fast to take £4000 payment just shocking at following through on fitting dates all I get is an apology and "he is new" comment honestly it's not good enough.
I look forward to your response on this matter.
Kind regards
Mrs chappell

Ordered laminate flooring from the Solihull branch. Sales person Anne told me I would have a Saturday delivery as I explained I will not be able to accept deliveries during the week. Delivery company called and informed me I can only have deliveries on Thursdays and Fridays which was not the information given to me at the time of sale. Called the branch to cancel the order only to be laughed at by the lady on the phone and told that the manager would have to speak to me. I have been waiting for 3 days now for this manage to speak to me, called back several times and just given the same information. The sales person called me to apologise as not only had she over charged me but she did not have all the relevant information regarding the delivery at the time of sale and it was her fault but I could not cancel my order. I told her if she has given me the correct information when I was looking to buy the flooring I would have done elsewhere, I was then again told the manager would call me. I have checked your online cancellation policy which states that I can cancel my order within 14 days, I placed my order on the 6th January so I am well within that period. I am still waiting for the manager to call me and continually being told by office staff that I cannot cancel my order which violates your own returns policy.

Customer No: [protected]

My parents purchased a 3 piece suite last year from DFS and not long after having it the arms seems to have sunken in, some worse that others. We had a technician out who said he had repaired it but the arms were still sunken, once again I called and they sent another technician out to repair underneath where it has come away and also the sunken arms again, he said the product seemed faulty but my parents received a letter this week saying the technician said it looked like accidental damage and this was the matter closed.

How can all the arms on all the chairs be accidental damage, my parents are in their 80s and have definitely not done any damage to the sofas, they have been sold a damaged 3 piece suite and feel they are being taken advantage of due to their ages, I will not be dropping this as this is not the sofa we saw in the shop, it is clearly faulty and we are looking for a replacement for this, we do not want anyone else going to 'repair' it when it clearly can't be repaired since we have had someone out twice and it's still in the same condition.

My complaint is attached via the photos
However since I have lodged this complaint I still do not have my wood flooring finished either

Their was not enough beading ordered to finish the job which was supposed to be complete before Christmas so the fitter was unable to finish the job
More beading should have been ordered but none has been delivered and I have had no response from SCS regarding when or if the flooring will be completed

On Tuesday 11th December 2018, I received a phone call to say that my sofas were ready for delivery this coming Saturday and I needed to pay the balance by the close of Wednesday. I made a call to the store that evening and settled my bill. I was told a receipt would be sent in the post; to date I am still waiting! [protected])
Also when I made my deposit I was informed that I would have a weeks notice before the delivery of my sofas, but this didn't happen - only 4 days notice was received.
Saturday 15th December 2018, approximately 1pm, my new sofas were delivered to my home. Customer number: 3793240
Upon receipt of the two seater sofa, the delivery man informed me that the front two feet were damaged and broken. He stated that it could be returned but obviously I wouldn't want to be without a sofa for Christmas; also he informed me that both sofas would be replaced. Upon removing the plastic cover I noticed a mark on the back of the sofa - yet more damage. The delivery men took photographs of the damaged sofa; informing and assuring me that they would pass on the photographs to the company. A fire resistant label was also missing off the two seater sofa; to be honest I am most shocked that material fire labels were not attached to the sofa after the money I had spent on it.
I contacted the Solihull SCS branch; spoke with Tracey. I told her the reason for my call, she said that no photographs had been received and that they were only delivery men; in fact she laughed when I told her of my conversation with the delivery men -how unprofessional. She asked if I would take photographs in order that they could be forwarded on if asked for.
I have stated very clearly that I would like a refund for both sofas, due to my insecurities at how my sofas have been treated before their arrival to my home. She insisted that it was down to the manufacturers to decide this and that I had to go through the procedure of a technician calling at my home to assess the sofa.
I am highly upset with the service, especially when I told Tracey that I hadn't received my receipt of payment for the sofas. Tracey informed me that it was on her desk! It's been a week since I have paid, this again is so unprofessional.
Under the circumstances I am looking to return the complete suite and would like a full refund.
Yours sincerely,
Corinne Morris

Carpet ordered 11/11/18.
Planned fitting date 30/11/18. No phone call from SCS and no carpet.
After a number of phone calls (many failures to call back) I was told carpet could not be located in warehouse. 2 more missed fitting appointments without warning. Eventually after. 2 visits to store another carpet was ordered 7/11/18 with promise to fit within 7 days. 10/11/18 after further telephone calls another store visit and still no form fitting date.
Throughout this time bedroom furniture has been stored in other rooms.