SCS Reviews

Name: SCS
Address: 45 49 Villiers Street, Sunderland
Rating: 1.46

1.5 Rating 1,904 Reviews

10 %

of reviewers recommend SCS

Company Reviews

Questions

Metrics

1.5

Based on 1,904 reviews

Shipping & Delivery
Delivery Methods	Own Driver, Courier
Average Delivery Time	Over A Month
On-time Delivery	Greater than 34%
Accurate And Undamaged Orders	Greater than 62%
Customer Service
Communication Channels	Telephone, Live Chat, Email
Queries Resolved In	Over A Week
Customer Service	1.3 out of 5
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

Visit Website

Phone:

0800 731 0048

Email:

scsonline@scs.co.uk

Location:

45 49 Villiers Street
Sunderland
SR1 1HA

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NEVILLE BOWLES

Anonymous

Mrs Rosalind Newton

Sultana Poly

Sue & John

173

Anonymous

Anonymous // 01/01/2019

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“If I could give this company zero stars, I would. I strongly advise against ordering anything from them. From start to finish, the experience was extremely disappointing. They misled me about the delivery date and entered the wrong colour code for my sofa, despite the fact that I had clearly provided a screenshot of the exact colour I wanted. I only discovered the mistake when I went to collect a sample of the fabric. When I raised the issue, they showed no interest in resolving it. Instead, they repeatedly referred to the contract and avoided taking responsibility. They also continued to claim that the staff member responsible was never in the store and promised callbacks that never happened. The contract included their internal colour code, which they somehow expected me to understand, even though I had clearly specified my choice. I took every possible step to ensure everything was correct, yet their mistake was somehow shifted onto me. This company seems more concerned with making a sale than providing proper customer service or taking accountability when things go wrong. I would not recommend them to anyone.”

Helpful Report

Posted 4 days ago

“Would have given minus 5 if it allowed. Totally disgusted with this company, complaint handled badly , 6 emails to various people at scs.com not 1 single reply. 7 phone calls to a robot.”

Helpful Report

Posted 6 days ago

“We ordered our suite in September 24 expecting a short delay. We received a delivery in March 25, but one of the chairs was badly damaged. All the time trying to find what was happening was impossible; emails unanswered, call queue times unbearable. When finally getting through, getting no answers, just a promise to keep in touch. After receiving a chair that did not match the whole suite was eventually replaced. The new suite is what we ordered but the static is terrible, giving the impression of a cheap quality. SCS say they care about customer service, but think £100 compensation is sufficient for a 14 month delay and the hassle caused. We definitely would not have ordered from SCS had we known what the service would be like. Appalling!”

Helpful Report

Posted 4 weeks ago

“If I could give a "zero" I would. A year has past since my original complaint and I am no further along with having my leater sofa repaired/replaced. Our supposed "leather" sofa started falling appart just short of a year of having had it delivered - turns out much of the sofa is not leather at all, which is disgusting in itself. Its now in absolute tatters, with the plastic "leather" coating hanging off at the corners of all the seat cushions. The company do their very best to evade complaints. My husband has sat on hold for whole days at a time without the phone call being taken. The only way to have a chance of speaking to someone is if you request a call back, which sometimes they will do and sometimes they wont. Theres no direct extension you can follow to speak to whoever you spoke to last, so every time you go back to square one. Theres no option for communication via email - which absolutely would be my preference, as I work in surgery and can't answer my phone most of the time. After battling to raise the complaint last year, eventually it was scheduled that someone would come out and examine the fault and write a report. The guy came in early june (an independent contractor), and told my husband straight that the sofa upholstery was not fit for purpose and that he has to deal with a lot of this sort of thing. We were told to await contact from SCS pending his report. It then took a further 2 months for SCS to call back. Typically, I was in a store with no phone reception at the time of the call, so was just left a message asking if we still wanted to proceed with the complaint? No further attempts were made to contact us thereafter. So, yes, we called back, we sat on hold we requested calls back, but that was months ago now and they have never attempted to call us back again. I have really gotten completely worn down with the whole sorry episode, to the point that I've struggled to find the motivation in the last few months to take up the fight again - you know your efforts will be futile, and you will end up more frustrated. But its clear to me that this is a tactic that SCS actively use and encourage: try to make it so difficult for people to contact you, that eventually they'll just give up trying! Its a war of attrition, that I imagine they frequently win.”

Helpful Report

Posted 4 weeks ago

“Sofa is not fit for purpose. 3 months old saggy cushions part of recliner is like a rocking chair broken lumber heat made in Italy that’s a joke Won’t even let me put pictures on here been offered a repair 12 week wait what a joke it won’t even solve problem how did this sofa pass quality control. Old sofa was in better condition and more comfy. Definitely not like the one in the show room. Take your money do really don’t care don’t waste your money look else where”

Helpful Report

Posted 1 month ago

“Had a 3 seater sofa and armchair delivered on 29th July 2025, complained about excessive creasing in both on August 1st 2025, technician from Emmiera visited my home and stated a manufacturing fault, placed a dacrow wrap inside the chair, within an hour of him leaving the problem was back even though the chair was not sat on. Another technician visited the 12th September 2025 stating no fault and dressing has not been carried out correctly. Took case to Ombudsman who agreed with second technicians report. Requested copies of the report which was full of discrepancies. Have now reapplied to Ombudsman explaining the report from Emmiera is wrong. It is now January 2026, my furniture looks 3 years old not 6 months old. Steer clear from this Company, check all the complaints forums before you part with your money. THEY ARE A DISGRACE!!!”

Helpful Report

Posted 1 month ago

“Be very careful with SCS — poor after-sales attitude when things go wrong! This is not our first sofa from SCS, but this time everything went badly. In November, we urgently needed a replacement sofa and went to the Norwich store. The store manager showed us some stock that was new but ex-display, which we could take immediately. The sofa size was perfect for our tight room, and with a discount it cost just under £1,490. Delivery would have been another £300, but we were told head office does not allow the use of local carriers, so the manager suggested we hire a van — which we did. When we arrived to collect the sofa, we noticed damage — a tear in the leather. We asked for a further discount, but the manager refused, saying the reduction already accounted for this. Reluctantly, we accepted, as the damage was on the back and we had a trailer ready. We managed to get the sofa home, where it fit perfectly. In the following days, I had an allergic reaction, and my wife realized it must be the sofa. Looking between the cushions, we found white cat fur. I have asthma, so this explained the reaction. We contacted SCS and spoke to a helpful lady, Lesley, at the end of November. She was adamant that SCS would never sell a second-hand sofa as new and promised to resolve the issue after speaking to her manager. We agreed to get the sofa professionally cleaned so we could use it. However, time passed with no updates. When we contacted SCS again, we were told they were “investigating” the cat fur and other personal effects, and that Lesley had been off work. Eventually, we were told we could return the sofa at our cost and receive a refund — plus a “small gesture of goodwill” that would not cover our expenses, leaving us temporarily without a sofa. I asked to speak to a manager and was told this was impossible. I could only call the Norwich store manager, who insisted the sofa was new and had been in the showroom. Complaining further seemed pointless — they were unapologetic and dismissive, even when I threatened to escalate to the CEO or post online reviews. I wrote to Kevin Royal, SCS MD, on 2nd December — again, no meaningful response. On 8th January, Jamie from SCS contacted me. The after-sales team was confused, unhelpful, and again insisted we could either return the sofa at our expense and select another one, or have it collected for a refund. They refused to cover cleaning or transport, stating it was “SCS management’s decision.” Their attitude was clear: the sofa was ex-display, they had no idea how cat fur and other personal effects got into it, and it was not their problem. Despite SCS claiming they never sell second-hand sofas as new, we were sold an ex-display sofa that clearly had prior use. We consider this a misrepresentation and are now consulting consumer rights experts, including Martin Lewis, to see if this was lawful. Bottom line: SCS may appear professional in-store, but if anything goes wrong, their attitude is dismissive, unhelpful, and indifferent to customer concerns. Be very cautious before purchasing.”

Helpful Report

Posted 1 month ago

“My seats lost all their firmness within weeks. Other issues include cushions and backs that don't line up. Misaligned stitching everywhere. Looks really old and worn after just a few months. Had an inspector sent out but said that SCS consider it to be acceptable quality. Don't buy from them”

Helpful Report

Posted 2 months ago

“ordered sofas from them received totally different shade.kept chasing them for weeks.they keep blaming different departments and at the end told us to go through legal way to challenge it.paid 3000+for sofas now pay for legal fees.worst company ever.worst experience.now stuck with colour i didnt even want.”

Helpful Report

Posted 2 months ago

“Bought a sofa 2 years ago and had issues from about 6 months in, had a technician to come and see if the fault was manufacturing fault which it was, they repaired which failed and now have offered a refund of 60 % due to depreciation over 2 years which is a joke as the sofa is faulty, I then asked for the latest report from emmeria to send on to the furniture ombudsman and they sent me the report from another customer which had his name, address, telephone number, photos from inside his home and his signature, I have emailed several times asking for answers has to why this has happened and I am still waiting, they have made a serious GDPR which in the wrong hands could have been extremely bad for the persons who’s data was leaked”

Helpful Report

Posted 2 months ago

“Service? Catastrophic. Sofa? Soaked. I want to share my daughter's experience with SCS so other customers know what to expect. She ordered a sofa on 3rd March with a promised delivery time of 8–10 weeks. What followed was months of delays, four failed delivery dates, and eventually they delivered the wrong sofa on 28 August. After that, the replacement delivery was delayed three more times, and yesterday when it finally arrived, the delivery team walked mud through the home, and the sofa itself arrived soaked through and completely unusable. She has spent months chasing this up, rearranging her schedule, and dealing with damaged goods and damage to her property. These events have caused significant disruption, inconvenience, and stress over several months. The ongoing handling of her complaint has been unsatisfactory, and does not reflect the scale of the issues or the breach of the Consumer Rights Act (ie. failure to deliver goods in the timeframe agreed, failure to deliver items as described, failure to deliver items of satisfactory quality). I believe this case highlights serious concerns about SCS’s delivery standards, product quality control, and after-sales support. My daughter's complaint continues and I do hope SCS take it seriously and resolve it properly. P.S. If Shakil promises to call you, don't hold your breath because he won't.”

Helpful Report

Posted 3 months ago

“The level of customer service from this company is horrendous. I was supposed to receive delivery two days ago. Took the day off work and waited in all day, no one showed up. No call, no text, no email. No communication at all. I have then spent all day yesterday getting passed about between call centre and store, no one helping at all, not a single person taking ownership. Instead, getting told that I cant even cancel the order due to their ineptitude as the contract says they have a 4 week leeway period from the date of confirmed delivery. That is ridiculous. I finally get through to the distribution centre today who promised me they would send the sofa today. I told them I was due to get my old couch uplifted today and asked if it was definitely coming as I would rather not be left without a couch all weekend. I was assured it would definitely be delivered this afternoon and I would receive a call from the drivers. I actually believed them and carried on with the uplift. No word from them for the last 5 hours and back to not answering the phone. So now i now have no sofa in my house and no idea when i will get the new one. This is the worst experience I have had with any company in my life.”

Helpful Report

Posted 3 months ago

“Their warranty technician left me humiliated, the sofa is unusable after 2 years, aftercare is appalling and even knowing the situation they want more money from me to pay another technician to come out. But the last technician has left me traumatised as a disabled person and I don’t want to be put in that position again. Yet SCS think it’s acceptable to do that and to leave me with a sofa that is making my disabilities worse. They refuse to help, won’t reply unless I pay yet more money out. Awful experience! A disabled person being accused of jumping on the recliner foot rests….i can barely walk most days never mind jump.”

Helpful Report

Posted 3 months ago

“Delivered a faulty suite. No accountability whatsoever. I have been to the Ombudsman, no joy. Trading Standards and watchdog next. Disgusting customer service!”

Helpful Report

Posted 3 months ago

“Reported a single issue on delivery. Within a few weeks had some major issues. Then whilst waiting for a repair tech (took another 5 weeks) had even more issues. Sunken and uneven seats, sunken backs. Sofa looks 10 years old after a few weeks. Worst sofa I have ever had. I will be taking this to the ombudsman. I will never buy from SCS again.”

Helpful Report

Posted 3 months ago

“My sofas were barely a week old when I started having issues. Frames creaking. No support in the springs or cushions. Scs don't want to know. Customer service is almost impossible to get through to and when you do they just fob you off. Not even a year old and I'm having to replace them as they are not fit for use. Avoid scs”

Helpful Report

Posted 3 months ago

“ScS Sofas – false advertising, arrogant customer service and zero accountability I ordered a sofa from ScS after seeing their clear advertisement promising “delivery before Christmas.” Shortly after placing the order, the listing was changed to delivery after Christmas, even though the original advert clearly stated otherwise. When I raised this issue, ScS offered an explanation blaming their supplier, claiming that the delay was “beyond their control.” However, this does not excuse the fact that the advertisement was misleading and no proper update or apology was provided to customers who ordered in good faith. When I contacted customer service, Jamie was arrogant and dismissive, showing no interest in resolving the matter. Instead of helping, he made the experience even more frustrating. To make things worse, ScS suddenly changed the finance instalment amounts, then later denied any changes had been made. This is not only unprofessional but also potentially unfair trading behaviour. Since then, my follow-up messages have been completely ignored. There has been no accountability, no resolution, and no customer care whatsoever. I will be escalating this matter through every possible channel, including the Ombudsman and regulatory authorities, to ensure ScS is held responsible for misleading advertising, poor conduct, and unfair treatment. A truly disappointing experience – I would strongly advise others to avoid ScS Sofas.”

Helpful Report

Posted 3 months ago

“Where do I begin, we are still waiting for an answer to how we go cond with the two leather chairs, the things sales People will tell you to get a sale, to get a big bonus, & the big delay getting to the truth, by all people at scs, trade description comes to mind, we will be going to indigo furnishings & nice restaurant, & go food.”

Helpful Report

Posted 4 months ago

“First delivery was cancelled with no explanation or follow up delivery , considering the delivery time was from 7am , i had to physically go into the shop to get any answers , the rearranged date came and they arrived , very negative from the start about it not fitting, considering the old sofa was a large dfs jumbo corded corner , so I had to go back again to the shop, and I now have to wait for them to try again .. joke of a company , It'll be my first and last time buying .. if I could give less than 1 star I would”

SCS 1 star review on 22nd September 2025

Helpful Report

Posted 5 months ago

“We ordered 2 four seater sofas (Ontaro 580) and a foot stool in the same colour. When they were delivered the foot stool was the correct colour however the two four seater sofas were completely a different colour (Ontaro 540) ! We called the same day of delivery when we began opening them and sent them WhatsApp photos which clearly demonstrated the colour was the wrong colour. 6 weeks later after so many stressful calls to their customer service team and putting it into writing with photos we still were no further forward. We kept being told they were ‘going back to the manufacturer’, we were still no further forwards and were offered £154 from the manufacturer for a ‘shade difference’ -we of course declined this as it was a completely different colour not a shade difference. In the end we drove a 200 mile round trip from our home in Oxfordshire to the store in Harlow where we placed the order with one of the sofa cushion - at our own expense. The stores manager agreed the manufacturer had indeed delivered the wrong colour and wrote to the customer service team outlining this. After not hearing for a further week we called them to ask for this to be resolved. It still took a further week before finally SCS offered either a refund or for us to deselect a different sofa as the ‘no longer worked with the manufacturer’. We of course opted for a refund as I would NEVER EVER purchase from this company again! It took a further two weeks for SCS to uplift these items from our home and another 4 days following us calling again to request the refund.”

Helpful Report

Posted 5 months ago

SCS is rated 1.5 based on 1,904 reviews