This review has been a long time coming but here it is and I hope that those who are getting no resolve whatsoever from this place, can take the information in this review and my advice (if you do you will get somewhere with these folks). In January, 2020 my father became a widow. I came home to the UK from the USA to be with dad and do what I could for him during this time. As he had cared for his wife at home for 3 years, the living room had been filled with medical equipment , so you can imagine how bare it was after these items were removed. He needed a new suite. I took him shopping and we visited several places and SCS twice. Dad found a suite he loved, LazyBoy but we were told it would be up to 3 months before it was delivered because they were custom made to order. I informed them we would not be waiting 3 months and we turned to leave. Like a vulture, the manager stopped us and stated he could get that suite for dad in 6 weeks (should have been the first red flag to run!). We agreed and dad paid and of we went, to wait. Prior to delivery, and after I had left to go back to the USA, dad received a call that the sofa would be delayed! So, he ended up waiting 3 MONTHS after all! March 3rd, 2020 the furniture arrived! Now the real horror began! He sent me pictures and I said not only NO, but HELL NO! And I sprang into action to get this nightmare over with. The sofa and chairs looked used not brand new, and certainly nothing like what we saw in the showroom. See pictures for comparison. It was not a piece of LazyBoy furniture. Such subpar workmanship, they should be ashamed. The fabric on the sofa and chairs was loose and not stitched well. The trim detail was not level, and the tucking was awful. The sofa, being in two parts, had a bracket to hold the pieces together, no big deal on that right? Wrong! The connection points for the bracket and two pieces were misaligned so would never fit correctly to get the front of the two pieces aligned perfectly. The feet of the chairs and sofa were uneven, and the recliner chair reclined - but all out of square! The list of issues went on. To top that off - they didn't deliver all the accent cushions. This furniture was going to get removed from dad's house and a full refund made, come hell or high water! That was a task. Phone calls went ignored or passed to "after care" who really don't care. Their executives tried to ignore me, but I am a busy professional and I too have a fancy title, (Vice President Accts) so an executive of another company should understand that I know what I am speaking about when it comes to taking care of customers. And that ignoring a customer is only going to make it worse for their company. I called the After-Care team and was told they would come and check the furniture. They did, and told us "it's normal", “live with it”, “there’s nothing wrong with it”, “iron out the wrinkles every time you get up from it”, “we have a lot of trouble with these sofas”, “oh yes, these get thrown around a lot and the arms tend to break off”, and the list goes on. Let me say I can guarantee that LAZYBOY would not put their name on such trashy furniture ! The web of lies the "After care" team tried to spin simply backfired on them because I am simply much smarter than they! MARCH 12TH, 2020, I emailed David Knight the head exec. at David.Knight@scs.co.uk and gave him 10 business days to remove this furniture and refund my dad's hard-earned money. He did not bother to respond. On MARCH, 16th I emailed again, but also included other people at their head office such as Angela Luger, and Marie Liston. Getting no reply there either I did further research and called Trading Standards as well. Trading Standards filed a complaint, and I found a website of company email addresses/contact names for heads of companies. I spoke to the site owner, who just so happened to know David and informed me David Knight would be retiring soon. (No wonder he doesn't return calls/emails). The website owner emailed David and requested that he respond to my emails. Alas, David Knight must have thought I was just going to go away as he never responded. On MARCH, 17th a response finally came, with acknowledgement of my previous emails, but not from David Knight, but from Marie Robson, Customer Service Executive (her email is at the bottom of this review). I am going to presume she is his secretary and that he passed the buck to her. I am not one to mince my words when someone is blatantly doing the wrong thing, so in a professional and stern manner, I reiterated the desired outcome and set a few records straight those being that we did not appreciate being ignored, that taking advantage of the elderly is not acceptable and that she would not want this less than desirable "custom made" furniture in her home! The lockdown was used as an excuse for the delay, until I reminded her that the lockdown was not in effect when I first started calling and emailing! Good try - but she failed. Let 's move on. Being consistent, persistent, and knowing your rights is what it is going to take to get results. And some patience! Results we did get. The furniture was removed on JUNE 3rd, and the refund was issued that same day. If I can get this done from 4,500 miles away and via email and a call or two, you can get this done from right where you are. The moral of this review is 1. Know your rights. 2. Stand your ground. 3. Be professional, stern, be certain of your desire outcome and demand it, and put a time frame on it. (Be reasonable - 10 business days is sufficient) 4. Call Trading Standards and have them ready to go into battle with you too if need be (for me they just filed the complaint on my behalf) 5. Do not mess about with the "After Care" team - I assure you they care not. (It may be their "policy" to send the aftercare team - let them come but keep pressing on for results). 6. Bypass all shop staff including managers and supervisors and go straight to the top. 7. David would have retired by now, so you may need to research the name of the new head honcho for SCS but you can start here, this is their head office info - A Share and Sons Limited T/A ScS Registered in England, Company number: 323778 Registered office: 45-49 Villiers Street, Sunderland, SR1 1HA) 8. Marie Robson, Customer Service Executive - execc01@scs.co.uk 9. Do not purchase from this company and finally 10.Do not believe the 4- and 5-star reviews for SCS on Trustpilot. These are all written by employees, their friends and family members. NO company has 100% positive reviews. This company just chooses to publish the better reviews to Trustpilot - research you will find other sites where their ratings are 1 star. Our time frame start to finish - Furniture purchased January 2020, Delivered March 2020, removed June 2020 and refund received June 2020. I have given you the info you need to get results - I hope this helps someone in getting some resolve to your issues. :)