SCS Reviews

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

1.5 Rating 1,855 Reviews

10 %

of reviewers recommend SCS

Company Reviews

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Metrics

1.5

Based on 1,855 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
Avg Email Response Time	-1 hours
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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172

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“On 20th August I visited the SCS store in Croydon, while waiting to be served I noticed an angry customer complaining about the quality of their carpet and wanting a refund to a manager, alarm bells should have rung at this point. I waited around and spoke to a sales representative about various sofas. I quite liked the look of the Raphael range. I gave the sales rep our measurements of doors etc, and I was ensured that these sofas would fit into our property as the arms came off. At no point did he mention that it would incur extra charges and an upholsterer to be required. Had he mentioned this, we would not be complaining now. I purchased a Raphael 4-piece sofa set and paid a deposit; the Sofas came out for delivery later in October as promised. The delivery people turned up and tried to get the 3 seater sofas into the property, although I noticed the scuff marks along the sofa so I refused the sofas coming in. The Store manager called up and suggested it would be a good idea to pay an upholsterer £150 to get the sofas into the property and they would sort out the damage and refund the delivery costs. I initially disagreed as previously there was no mention of an upholsterer but after various discussions, I decided to pay the £150 and was assured that I would be reimbursed for the delivery costs as the sofas had arrived damaged and they would repair the damage to the three-seater. I am still waiting for the reimbursement. A week later the upholsterer came round and brought the four-piece sofa into our property. I noticed the following areas of damage, arrived before they came through my door. 1) footrest had no legs 2) scuffs marks on the three seaters 3) Cuddler seat frame broken 4) the single sofa has wood chips in it! And the stitching was poorly manufactured 5. single-seater frame broken 5) Plus I had to pay £150 for damaged sofas to be dismantled and put into the property. The manager from the Croydon store said that someone would be coming around to inspect the damage to sofas and write a full report so they could determine whether the sofa needed replacing or repairing. The inspector took a couple of hours to inspect everything The report came back with over 6 hours of repairs would be required, SCS after care called back and said that they would be replacing the whole sofa and I would receive after Christmas sometime and everything would arranged including the upholsterer, and we would not have to pay additionally for an upholsterer as we had already paid for this with the initial delivery. In February, I received a call from customer after care to say the sofas would be replaced in April. I then received an email saying these were delayed until May. When I then called up again they told me that I would receive it on May 15th. The night before 15th, I called Customer service to double-check everything has been sorted out and they would be bringing an upholsterer to dismantle the damaged sofas that I had in my property that I was already paying for and bringing the new ones. I received a call from the delivery team on Saturday 15th to say there was no upholsterer and they wouldn’t be able to deliver the sofas. I tried to call the Croydon store for about 40 minutes with no reply. So I decided to set off from Epsom to Croydon to speak to the manager face to face. When I got there, the manager who had been dealing with my order, said he would sort this out with one message. On Monday 17th, I then received another call from the general manager to say I had to pay for the upholsterer again and they would repay back. I refused to pay any more money, as I do not see why I should be out of pocket when the original sofas were damaged, and after numerous phone calls, and wasted time, I am not confident that the monies would be reimbursed, especially as I am still waiting for a refund. I cannot believe that a large company such as SCS cannot employ an upholsterer to rectify a mistake on their part as the sofas arrived damaged, without requesting additional money from the customer? I am still waiting for this to be resolved - if you purchased a new car, would you pay full price for damaged goods? I am losing patience with the resolution of what should be a simple replacement of damaged goods. It has taken an unacceptable amount of time, miscommunication, 30-40 telephone calls and I am still nowhere near a resolution. If I do not get a satisfactory response imminently, I will be taking this further, I look forward to your response.”

Helpful Report

Posted 3 years ago

“Spent over an hour at the Coventry branch decided on a sofa spike with the assistant, just about sorted a price out she then calls the manager over , and the price goes up by over £200 ! His attitude also leaves a lot to be desired Manager at Coventry you are a disgrace , you don’t deserve custom with your attitude, you should be welcoming people back after the last year, we walked out and will never go back there , you should be thoroughly ashamed, however I feel it’s all about the money with you ,appalling behaviour from a so called manager.”

Helpful Report

Posted 3 years ago

“I have been delivered a suite with the wrong coloured feet. I also paid for laminate protection. I have emailed them got a standard reply to email or phone them. It is impossible to get through on the phone and getting nowhere with emails. The payment phone answers almost immediately. This is shocking after care and I would never buy from them again. Sales just tell you to get in touch with after care, would be great idea if in practice you could.”

Helpful Report

Posted 4 years ago

“I spent a lot of money for my suite complained after 4 weeks technician came at 8 weeks and agreed with me only to receive an email saying there was nothing wrong Despite continued concerns not resolved £4000 wasted which I cannot afford to Have not had the expected support for a clearly sub standard item Sagging seat wrinkled fabric uneven joins metal can be felt when recliner used”

Helpful Report

Posted 4 years ago

“SCS now been on hold for 25 mins trying to get through to speak to the After Care Team. Essentially faulty leather couches manufacturing fault identified by independent inspector sent by SCS and which I had to pay for. Manufacturer has agreed but now SCS only providing 60% of cost in credit note. Even if still available we can’t replace as missing 40% of the cost. Yes SCS receive full refund from manufacturer but withhold 40% to customer. We received faulty couches but it is 40% our fault I don’t get it!!! Do not buy from SCS”

Helpful Report

Posted 4 years ago

“Poor quality Poor delivery Never again!!”

Helpful Report

Posted 4 years ago

“Ordered on 26th of December and was delivered on 6th of march with damaged 3 seater, so kept 2 seater and returned the 3 seater and change it to another 2 seater and footstool instead, and delivered on 1st of may, but they delivered wrong colour now have to wait till june, that 26th Dec still waiting in June ! Shambles of company avoid at all costs. 6 months for a sofa is outrageous”

Helpful Report

Posted 4 years ago

“Wish I had read the reviews before purchasing my lazy boy sofa and chair from SCS , Leeds . Both are faulty , received the furniture on27th November 2020 by January 2021 they were fit for the bin, falling to bits . Repair man was called and said need refilling , webbing tightening etc , etc . Still waiting for this to happen , been told it will probably be June, no chance of a refund or changing , just have to wait . I urge everybody to think twice before parting with your hard earned cash to this shameful company”

Helpful Report

Posted 4 years ago

“Ordered my Corner reclining sofa in October 2020, was told it would be delivered around JANUARY....I still have not received it. I wish I read the reviews before I purchased from this company!!! WORST COMPANY EVER and the CUSTOMER SERVICE IS RUDE!!!!! If I could leave 0 stars I would!”

Helpful Report

Posted 4 years ago

“Paid nearly 4k for a cream leather electric 3 piece suite, after taking delivery found that one of the electric recliners was not working due to a faulty switch, We had no end of problems trying to contact SCS customer services regarding the problem, eventually someone came out and fitted a temporary switch. had to chase SCS to replace the switch, they finally replaced the switch. however after only two years the same switch is faulty again, SCS Trying to charge £60 call out to look at the fault in which i refused, took a call from Abdul from the Cambridge store from where and who we purchased from, Abdul promised he would have this fault rectified for us at no cost involved, only to call back and say we still had to pay. We have since had an independant professional view the fault and are in the process of seeking legal assistance. We found SCS customer services to be extremely rude, there is very little if any aftercare, and the products are very poor quality. Avoid”

Helpful Report

Posted 4 years ago

“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. :)”

Helpful Report

Posted 4 years ago

“Bought A Sofa And Chair From This Cowboy Outfit Within A Few Weeks The Cushions Were Sagging, They Replaced The Springs As They Apparently Were The Wrong Type Refilled The Entire Lot 3 x Came Out 6 Times With Differences Of Opinions Each Time From 2 Different Repair People Who Then Decided The Fault Was Mine Please Do Not Waste Your Money With This Co The Furniture Is Awful Quality The Customer Service Is A Joke & The Management Is Rude, They Refuse To Take Any Responsibility For The Condition Saying Its A Dressing Issue And The Problem Is Mine So I Was Left With Furniture That Was A Barely Used But Looks Like It’s From A 2nd Hand Shop Please Be Careful Before You Part Any Money, As Once You Have They Dont Give A Damm”

Helpful Report

Posted 4 years ago

“I wish I had read the reviews about the poor quality items before purchasing my carpet from SCS. Only two years and the royal red is turning brown. SCS insist the carpet has no fault and refuse any compensation. There main line of defence is, and I quote, ‘Fading is caused by ultraviolet light, heat, and visible light from the sun; it is accelerated when sunlight shines directly onto carpet. Polypropylene is fade resistant fibre, this does not guarantee against fading’. So a fade resistant fibre does not guarantee it will not fade! I do not recall the salesman telling me that when purchased.”

Helpful Report

Posted 4 years ago

“Delivery month late, no one even bothered to tell you. arrived damaged, all seats deformed after 2 weeks. Returned for full refund. 2 weeks and no refund still. sitting on floor as need back money to buy new sofa. On sales all year round because they selling all returns. Quality awful, customer service disappointment, after sales disgraceful. They promised full refund and still waiting. Even gave all my bank details and still no money. Next review going to tv news.”

Helpful Report

Posted 4 years ago

“We bought the LZBoy Nevada recliner sofa from SCS Croydon based on the showroom model. It was sold to us heavily on comfort. After months of delay the sofa was delivered in December 2020, It was so hard and uncomfortable to sit on that it caused back and body pain almost immediately. At no point did they ever say the showroom model would differ from the reality and need breaking in. We have bought 4 sofas and none have ever needed this. It is the worst most uncomfortable sofa I have ever bought. We had an extended dialogue with SCS who refuse to take it back on the grounds that mechanically there is no fault (although they will take back a sofa that doesn't fit your room regardless) and won't engage with us, forcing us to arbitration. I have tried to use it again and again and it is still the hardest, most painful sofa I have ever bought despite SCS saying it would probably improve. It was £2500 and SCS have shown no customer care or interest in resolving the problem. They have left me with a sofa that is actively affecting my physical health and they have washed their hands of it. Despite what they say on the website they have demonstrated they don't care at all. While the seats have softened slightly it is still very painful to sit on. You would never ever see John Lewis behave like this to their customers. Totally disgusting attitude and contravenes the Consumer Goods Act.”

Helpful Report

Posted 4 years ago

“Ordered a sweet in August 2020 to be delivered in November, not sure what November they meant ,still waiting absolute joke”

Helpful Report

Posted 4 years ago

“We purchased leather sofas July 2020. Upon receiving them (Oct 2020) it was clear that the comfort level was not the same as the showroom model ( forget the obvious line around the showroom model has been 'sat on' by many bodies - that's a given - the difference between what we received and what was experienced at the time of purchase was significant). We complained immediately and proceeded through all parts of the SCS complaints process. The management team at SCS could have resolved this easily and simply but chose not to. Now, 6 months after receipt and having been told our sofas would' soften with use', they remain as uncomfortable as the day we received them. The comfort level is not the same as that which we experienced in store at the time of purchase. In terms of the Consumer Rights Act, they are not 'as described'. SCS is a large retailer which, in our experience, cares only about the money and not customer satisfaction. Very bad experience with this retailer which could have been easily avoided. A reputable retailer would have dealt with this simply and efficiently. We regret spending our money with this retailer and will happily share our recent experience as widely as is possible.”

Helpful Report

Posted 4 years ago

“Abysmal customer service. Spent £4700 on 2 x Two seater La-Z-boy sofas. The La-Z-boy's are two seats bolted together to make the two seater. SCS fitters butchered the one together bending the inner recliner mechanisms. The frames were misaligned so when bolted together resulting in the sofa being all out of shape and symetry, thus wobbles about like a rickety old chair. I do not know what extent the damage is to the frame and mechanisms and i will not use it. I then had to wait a month for an engineer to come out. He did a report on the state of the sofa. I requested a replacement but that is not arriving until June 2021. I have sent numerous e-mails and made calls to get the Sofa fixed to a degree so it can be used safely until new on arrives. I even contacted La-Z-boy uk who e-mailed SCS numerous times offering the mechanism and for it to be fitted so the seat is at least usable. At one point i recieved an e-mail stating they would temporarily fix the furniture but now they will not do this either. They will not fix it, as it is being replaced according to them.They will not give a price reduction of partial refund. So it will be 6 months with a sofa i cannot use! I will never go near SCS again.”

Helpful Report

Posted 4 years ago

“Ordered my sofa in October. Not even during lockdown. Still waiting. Delayed because of covid. Then delayed again because of covid. Fought for discount. They broke their own terms of agreement having to wait six months. Now delayed again to 18 may due to covid. Discount won't even be applied until sofa has arrived. Absolutely disgusting having to wait 7 months for a sofa!”

Helpful Report

Posted 4 years ago

“Ordered 2 leather sofas , so luxurious and comfortable in store , £1500, scs had problems getting foam due to covid so they informed me , received sofas dec 2020 , sofas so hard and uncomfortable it’s a misery to sit on them , we are experiencing back pain , returned to shop before lockdown retried sofas on show nothing like ours , complained , sent technician out , he didn’t even try sofas and reported no issues, this is third time I’ve purchased sofas over last 20 yrs but it’s the last , scs are ok taking your money but couldn’t care less when you have a problem, stay clear unless you buy the one you try on shop floor , discussed and dissatisfied customers”

Helpful Report

Posted 4 years ago

SCS is rated 1.5 based on 1,855 reviews