I am writing to express my absolute outrage, profound frustration, and immense distress with SCS regarding a recent sofa order. This entire ordeal stems directly from gross misguidance during the sales process and has spiraled into an experience defined by utterly unhelpful customer service and a complete refusal to provide a reasonable resolution, leaving us with an unusable product. We have had to start legal proceedings due to this. During our purchase, we dealt with a sales representative named Russell. From the outset, we had serious reservations about the sofa's size and its compatibility with our room. We repeatedly provided Russell with exact measurements of our space and voiced our concerns numerous times. Despite our clear apprehension and the accurate data we supplied, Russell persistently reassured us that the sofa would fit perfectly, insisting our room size was adequate. We also found Russell to be very pushy, which, in hindsight, feels like it directly contributed to us proceeding with a purchase we had significant doubts about, given his persistent, misleading assurances. Our worst fears were confirmed upon the initial delivery a few months later. The delivery driver could not even get the sofa through our hallway. Shockingly, the driver openly admitted that this is a "big problem at SCS" and that the company is "mis-selling sofas that don't fit." This candid admission from SCS's own staff highlights a critical, systemic issue within your sales practices. Following this failed first attempt, SCS agreed to a second delivery attempt a few days later, involving the removal of our window to get the sofa into the house. SCS Manager Ajay said the warehouse could not give a specific time to deliver for us saying it has to be the greenest driving route, so we were left without a front window for most of the day. We live next to a school, so we literally had to stand guard all day. While the sofa was physically moved into the through the taken down mirror, it fundamentally does not fit the space appropriately. The sofa is excessively large, rendering the room completely impractical. To get into the room now, we've had to remove the door entirely, and you literally have to climb over the sofa just to enter the space. This is an unacceptable, ridiculous, and frankly dangerous situation for a purchased piece of furniture that was guaranteed to fit by Russell. After discovering this severe problem, we spoke to the SCS team and were eventually put in touch with the manager named Ajay. Our interaction with AJ was incredibly unhelpful and further exacerbated our frustration. Instead of addressing our severe predicament, AJ was rude and continuously focused on how this situation affected SCS, rather than acknowledging the massive inconvenience, cost, and stress placed upon us, your customers. This demonstrated a complete lack of empathy and commitment to customer satisfaction. To add insult to injury, when we went to the store SCS then proposed that there could be a "solution" we were told we could pay 25% of the cost for them to consider exchanging it for a smaller sofa (their smallest size for our sofa is 20cm smaller). Even this unacceptable offer was then rejected by head office, leaving us in an even worse position. As it stands, we have absolutely no solution from SCS. We are left with a brand new sofa that simply does not fit our room, has required us to remove a door, and forces us to climb over it just to use the space. The customer service we have received throughout this entire ordeal has been beyond rude, unhelpful, and frankly, the worst I have ever encountered in my entire life. Our Simple, Reasonable Solution All that needs to happen to rectify this situation is for SCS to reorder the same sofa 20 cm smaller, whilst this is not ideal at all - it would mean we could put our door back on and not have to climb into our room. This minor adjustment would allow the sofa to fit a bit better thus solving all the issues caused by your company's initial mis-selling. It is a straightforward resolution to a problem entirely of SCS's making. This entire experience has been unacceptable from start to finish, causing considerable stress, major inconvenience, and a significant financial outlay for a product that is not fit for purpose in our home. We demand that SCS take responsibility for their error, arrange for the collection of this unsuitable sofa, and replace it with the smaller size sofa, we are happy to pay the 25% charge. We also expect a formal apology for the appalling service and distress we have endured.