SCS Reviews

Name: SCS
Address: 45 49 Villiers Street, Sunderland
Rating: 1.45

1.5 Rating 1,921 Reviews

10 %

of reviewers recommend SCS

Company Reviews

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Metrics

1.5

Based on 1,921 reviews

Shipping & Delivery
Delivery Methods	Courier, Own Driver
Customer Service
Communication Channels	Email, Telephone

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

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Absolutely disgraceful service. My son & his girlfriend purchased two sofas in the sale at Leeds Road Huddersfield. They received a text/email with delivery date & approx time. My partner & I went to their house to take delivery as they both work. Sofas never came. No apology. When we contacted them one cable was damaged & they did not know where the other sofa was !!!!!!!!! Again no apology. My son went in & asked them to repair the cable & find the other sofa, they said they would do their best. He’s been in several times since. That was back in June it’s now October still no sofas. Complete lack of communication,no apology, one man was quite rude when I telephoned. I told my son to ask for his money back but it’s their first house together & they set their heart on these sofas. I would avoid this company like the plague. I was going to purchase a sofa from them but having seen how they have treated my son, I have bought mine from elsewhere.”

Helpful Report

Posted 4 days ago

“I am extremely disappointed with my experience purchasing a sofa from ScS and the subsequent handling of my complaint. Before making the purchase, I specifically enquired about the origin of the sofa as this was an important factor in my decision. The product was marketed under the "Italian Touch" range, which led me to believe I was purchasing a premium product associated with Italian manufacturing and design. After delivery, I discovered the sofa was manufactured in China. I felt the product had not been presented to me in a clear and transparent manner, and when I raised my concerns, I received little assistance in resolving the issue. I subsequently raised a Section 75 claim with Creation Consumer Finance. After months of investigation, conflicting explanations were given regarding what had been said during the sales process, and key evidence relied upon during the investigation was not made available to me. As a customer, I expected transparency, accountability, and a fair resolution. Instead, I have spent months chasing updates and pursuing complaints. I would encourage prospective customers to carefully verify all product specifications and details before making a purchase decision. Based on my experience, I would not choose to purchase from ScS again.”

Helpful Report

Posted 5 days ago

“When a £4,000 customer is unhappy, apparently there is no goodwill, no discretion and, ultimately, no accountability. I’ve been a customer of poltronesofà for around 10 years and have probably spent well over £10,000 with the company during that time. That relationship ends with my latest experience at the Lakeside Thurrock branch. Two days ago, we walked out of the store reassured after agreeing to spend £4,000 on ONE piece of furniture. The reassurance wasn’t vague. We specifically questioned the salesperson about the imminent bank holiday and whether the pricing would change. We were told, unequivocally, that it wouldn’t affect the price. And, in the classic “let me just bring my colleague into the conversation to confirm this” move, another member of staff was brought into the discussion and reinforced the message. So we made the decision and agreed to proceed. Fast forward two days and, apparently, that reassurance means absolutely nothing. The sales manager’s position was essentially that there was no discretion and no goodwill available to an unhappy customer — despite acknowledging that we had been given misleading information. And our request? We weren’t asking them to give us the furniture for free. We weren’t asking for thousands of pounds back. We simply asked for the delivery charge to be removed — something the company now offers, despite apparently not offering it just a few days earlier. Even that couldn’t be resolved. What I find particularly disappointing is the attitude displayed during the conversation. The sales manager told us she had worked there for 20 years. Yet one of the most extraordinary things to hear from someone in a customer-facing management position was: “In my salesperson's defence…” No. When a customer is unhappy because of something your salesperson has told them, the answer isn't to immediately defend the salesperson. There is no defence needed if the priority is actually resolving the customer's concern. And then, rather than reaching any resolution, the conversation ended with: “I'm going to leave this discussion now.” That, to me, sums up the problem. Customer experience isn't about what happens when everything goes perfectly. It's about what you do when something goes wrong. A customer spends £4,000 based on assurances given by your team. Those assurances subsequently prove to be wrong or misleading. The customer raises it. The response shouldn't be “there's nothing we can do”, followed by walking away from the conversation. It should be: “We understand why you're unhappy. Let's see what we can do to put this right.” That's goodwill. That's accountability. That's customer service. Instead, the impression left with me is that once the sale is made, the responsibility ends. And if that is genuinely the culture — that a sales manager has no discretion whatsoever to resolve a situation like this — then that's a much bigger problem than a £4,000 sofa. I've spent more than £10,000 with this company over the last decade. They won't be getting another £1 from me. And to Mike Schmidt, CEO of poltronesofà UK: this is exactly the sort of customer experience senior leadership should want to know about. Because losing a customer over a delivery charge is one thing. Losing a decade-long customer because nobody in the business was prepared to take ownership of a problem is quite another. #CustomerService #CustomerExperience #Retail #Leadership #Accountability #Poltronesofa”

Helpful Report

Posted 1 month ago

“Had my £3000 sofa less than a year, collapsing...wood showing when you sit on it...terrible build quality. Complaint process is difficult, considering your told you have "full insurance" over the finance term...as it's JUST over 6 months, YOU need and independent inspection...so frustrating and disappointing. Order at your at you peril”

Helpful Report

Posted 1 month ago

“I did not get the recliner chair I ordered. They would not take it back or return it.”

Helpful Report

Posted 2 months ago

“Shocking. Purchased a Dark Brown sofa Boxing Day. Arrived 3 month later. Noticed during delivery it looked a pink tone. Certainly not dark brown. Contacted store before delivery men had left. They said nothing they can do. Made to order. So same day went to Sofology and purchased another sofa. - that’s been delivered and no issues 2 day after SCS had delivered the wrong colour sofa I took a footstool into the store. Put the swatch on top of the footstool. Moved it to various locations in the store and even the lady in store said you can see it’s not the same. Should have dark brown threads instead it’s got white ones. Looks pink ! So contacted SCS & Finance company. They contacted manufacturers - days later got a reply. It’s what we ordered. So numerous emails and phone calls and eventually got told to go to the ombudsman. We have the financial one ! So stuck with a sofa / 2 chairs and 2 footstools around our home until a decision is made. Also underneath it says …made in Vietnam !!! So all this Italian stuff is a gimmick I wouldn’t use them again. Also not had no inspection nothing. Worst company I have ever dealt with. Scs relied on manufacturer when pictures I have that I sent clearly shows white threads instead of dark brown ⛔️⛔️AVOID ⛔️⛔️ So you reply to bad reviews to try and protect yourselves but when customers complain you have no email or contact number. BBC watchdog and trading standards should look into your company and complaints. Anyone thinking of buying from this company go on Facebook. There’s a group about scs complaints Infact there’s a few. Shocking company Our complaint is with the financial ombudsman A change of name doesn’t change how bad this company is run or get you away from the bad reputation you have. As I’ve said before ⛔️⛔️⛔️⛔️⛔️⛔️⛔️⛔️⛔️⛔️⛔️⛔️⛔️⛔️⛔️⛔️⛔️⛔️⛔️⛔️⛔️⛔️⛔️⛔️AVOID AT ALL COSTS ⛔️⛔️⛔️⛔️⛔️⛔️⛔️⛔️⛔️⛔️⛔️⛔️⛔️⛔️⛔️⛔️⛔️⛔️⛔️⛔️⛔️⛔️ We ordered the same colour as the instore swatch - DARK BROWN Delivered - a pink tone sofa - white threads instead of dark brown giving the sofa set a different colour tone.”

Helpful Report

Posted 3 months ago

“The springs have collapsed on my 20 month old sofa,SCS customer service is shocking.I am nowhere near a heavy weight and the sofa has had very little use but they only offer 12 months warranty on it.It cost over £2000,They want to charge me for a technician to come and look at it but they also refused to refund me the money if it is a defect in it's manufacture.I will never buy from them again.The reviews on SCS on social media says it all.”

Helpful Report

Posted 3 months ago

“Was told delivery was going to be mid-December, came 4 weeks early, too soon for us. Got email at 5pm, the day before delivery advising sofa coming next day between 7am and 11am, very little time to prepare. Delivery drivers dropped couch and proceeded to flip it to my front door. I had to advise them the best way to bring it into house as they were struggling so bsd and caused a lit of damage to my property. Corner sofa is too big for room as its 20cm longer than advertised. Apparently, this is probably within manufacturing tolerances?? 20cm is a massive size difference when you are meaxuring furniture to fit in a room accurately. In response to Lindseys comments below, I do not want to have to get quotes to completely redecorate my hall and livingroom I asked for a small compensation payment and was told no. In fact they had the cheek to tell me off for calling it a compensation claim as apparently them compensating me for the damage they caused should be called a "gesture of goodwill" on their part....I dont know how that makes sense in anyone's world? They did eventually replace the sofa with the correct one but not before cancelling the original delivery. I only found out when I phoned them. Apparently I am also not entitled to compensation for taking an unnecessary day off work...really poor customer service.”

Helpful Report

Posted 3 months ago

“Terrible stay away! They brought me the wrong colour of the sofa and i have been chasing up for 6 months all the time they say they will chase this and then do nothing. I an desperate at this point”

Helpful Report

Posted 4 months ago

“I sincerely appreciate Mrs. Zamora Lisette for her dependable support. She resolved my withdrawal issue promptly and ensured the entire process was smooth and stress-free.”

Helpful Report

Posted 4 months ago

“Purchased a sofa at the end of 2025 and have just reported sagging and dipping of the material on one of the cushions. Their after sales service is extremely poor and due to the fact that we keep throws over the sofa (we have a small dog) they stated that we didn’t follow the daily care guidelines of plumping cushions daily. The email ended with ‘please be advised this is our final response’. The material is definitely faulty and the sofa probably won’t last more than the next 2-3 years which is crushing when you’ve saved and then paid out an enormous amount of money. Dreadful service, unhelpful and definitely wish I had read some of these reviews before purchase.”

Helpful Report

Posted 4 months ago

“Received my new suite today .two young men fitted it. Very polite and credit to your company many thanks”

Helpful Report

Posted 4 months ago

“Poorly structured sofa Damages Cost £££££ Poor customer service Faults not rectified after months still.”

Helpful Report

Posted 4 months ago

“I’m extremely disappointed with my experience with SCS Sofas. I ordered a sofa in January 2026 and didn’t receive it until April 2026, which was already a long wait. I was really excited when it finally arrived, especially considering how much I had paid for it. However, within a day of delivery, several issues became obvious. The sofa was squeaking, the backboard wood was cracked, and there was excess fabric that kept crinkling whenever you sat down. It felt like very poor quality for something so expensive. I had also taken out insurance with a repair company so that if anything went wrong, it could be fixed. They did come out to inspect the sofa, but I was then told that the issues were unfixable. That was incredibly frustrating and not what I expected when I paid extra for cover. In the end, I had no choice but to return the sofa and request a full refund. Overall, this has been a very upsetting and disappointing experience, and I wouldn’t recommend based on the quality and the lack of a proper solution. Since they have been overtaken, I feel there customer service has deteriorated. H.T”

Helpful Report

Posted 5 months ago

“Stay far away from SCS; their customer service team are rude and said I would not be able to cancel. I had five different delivery dates. I would not recommend them. Stay far away.”

Helpful Report

Posted 5 months ago

“Shocking company to deal with. Sales person was lovely but she ordered the wrong sofa, in store she read the order back to us and we signed it. 3 months later a static sofa arrives instead of the recliner we had requested. Their response....buyer beware you signed the order, it's your fault. Subsequently we discovered a Facebook page with a whole raft of similar instances and worse. I would advise everybody not to deal with this company, go look at the Facebook page, talk to citizens advice, this company are well known to them.”

Helpful Report

Posted 6 months ago

“1 star is being too generous but I couldn't go any lower! We were assured by the salesman that the sofa we ordered would fit through a normal front door, no problem. When the delivery team arrived they said straight away that this is a common issue for them and it won't fit - obviously we weren't the first ones to be caught out. This was frustrating but what was more frustrating was the exceptionally rude staff in the store who refused to accept that they may have something to do with this issue. They repeatedly told me in a very dismissive way that it was all my own fault and I would need to pay to get the glass removed from our window to get it in. We did this and when I called back to rearrange delivery, I was met again by a very rude and arrogant response of it being my fault. And the delivery slots were all taken so it would be another week. I asked if I could collect from the warehouse myself and was told this was absolutely not an option. There was no hint of sympathy or even suggestion of a solution, it was all on me to work out time off work and glaziers again to remove the window for a second time. All at my own cost which I have disputed numerous times to the email address I have been given, but had absolutely no response. SCS are ok at making the sale - but in my experience the moment you pay, you are worthless and they're looking for the next customer. I can't remember the last time I was spoken to in such a rude manner and the staff in store should be ashamed of themselves.”

Helpful Report

Posted 6 months ago

“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 7 months 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 7 months 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 8 months ago

SCS is rated 1.5 based on 1,921 reviews