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

“Appalling customer service and overpriced furniture that is not fit for use. A lengthy battle with these so called furniture retailers - they never call back, they do not give you the correct information, tbh I could write a book regarding the year long battle over the shoddy settee we were sold. Avoid, go elsewhere and get better value for money and customer service.”

Helpful Report

Posted 7 years ago

“SCS means “Stress & Continued Stress” I would like to share my horror story with SCS Luton branch which is just not concluding. The whole saga started when I ordered a sofa set for our newly decorated room back in July. The service at the point of sale was good as you would expect as company was getting new business meaning more revenue for them. However what followed afterwards is a nightmare experience which is still on-going. I called the Luton branch when October started as it had been almost 10 weeks since we ordered the sofas. I was told that they were expecting our delivery on Monday 9th Oct and somebody would call me back to arrange for the delivery. I visited the branch and paid the remaining balance just to ensure that there was no delay from my end. When I did not hear anything from the branch on Monday 9th Oct, I called them again on Tuesday 10th Oct and I was informed that delivery actually arrived on that day and they were just waiting for the delivery slots to be active and then they would call me back on the same day to arrange for the delivery. Again nobody called me back and same thing happened for next three days until Friday 13th Oct where I would call them and they would promise to call me back to arrange for the delivery. By Friday morning I was getting really frustrated so I asked to speak to the branch manager Yaser. After holding for over 10 minutes I was informed that Yaser is with another customer and he would call me back shortly. Whole day went by without hearing anything back from Yaser so I decided to visit the branch in the evening after finishing my work. I found Yaser wondering in the branch with absolutely no customers on the shop floor. I asked him how come he had not called me back and to my surprise he replied that he had not been passed any information to call me back. After making formal complaint about the customer services I had received from his staff for the last 5 days he checked the system and informed me that actually our delivery had not arrived at all despite of staff confirming me every day when I called them but in-fact the container containing my sofas had been stopped at the port by the customs to do some checks. I was really annoyed at that stage as the staff in the branch lied to me every day but for the sake our new sofas I decided to ignore this again and I asked Yaser to inform me at the earliest when can I expect my sofas delivered to me. He promised that he would call me early next week with an update, but I did not receive any updates from him. Then on Friday 20th Oct at 3pm I received a call from the branch saying that they had received the order and she was calling me to arrange a delivery. At that time I took a deep sigh and I thought that was the end of the terrible services I had received from SCS Luton branch but how wrong I was!! While on the phone after informing that sofa had arrived and she was arranging for the delivery, I was told that she could not get access to the delivery screen. The alarm bells started ringing again as the same thing had happened when the same lady told me on the 9th Oct that my delivery had arrived. I asked her that if my delivery had arrived how she could not access the delivery screen to arrange a delivery slot and how come she did not check this before she called me. I did not get any explanation from her but a rude response that’s how it was and she would call me back shortly. She did not call me back until 5 minutes to 6pm ( I assuming she must be finishing at 6pm so delayed as much possible as she could) to inform me that she could get access to the delivery system and nothing can be done until next Week on Monday when warehouse will be open again. I totally lost at that point and demanded to be put through to the store manager Yaser. I told him he had not given me any update for the whole week and informed him what had happened that day again. At that stage I found him again totally unprofessional and out of touch and a liar. He tried to give me a story that I had been called that day to inform that my order had been arrived and not to arrange for the delivery while lady who called me twice on that had clearly told me the reason she called me to arrange the delivery but couldn’t get access to the delivery system. He never offered any apology for his lies and never suggested any solutions. I had to remind him few times that I was a customer and have basic customer services skills to deal with me but all I got from Yaser was rude, totally unacceptable and shambolic behaviour where he could not do anything for me. With the frustration I actually told him that because of this totally unacceptable behaviour of him and his staff I was thinking of cancelling the ordered and as a result he almost threatened me that I could not cancel the order as I had signed the agreement. I informed him that I need to put the phone down as I simply cannot listen to his rude remarks. Then I received another call from the store on the Saturday 21st Oct saying they were calling me to arrange for the delivery. By then every time I saw SCS phone number on my mobile I had to sit down just to ensure that I don’t get any more surprises by the staff. This time lady told me that she was arranging for the delivery for Wednesday 25th Oct. I informed her that nobody would be available on the 25th Oct until 3.30pm to receive the delivery so either arrange the delivery after 3.30pm on 25th Oct or arrange for 26th or 27th Oct as I would be on holidays on those days. I was told that only day available was 25th Oct and she could not do anything despite of reminding her all the inconvenience I had received from them. Again with controlling my frustration I asked her at least find out from the warehouse if they could deliver it on 25th after 3.30pm or not. She promised me to call back on Monday 23rd Oct to confirm but no one called me on 23rd or 24th. Today I called again to confirm about the delivery arrangements for tomorrow 25th Oct and I was told that delivery had been arranged for 25th Oct between 12 and 3pm. I had lost any words to explain my anger and after reminding her she never called me back on 23rd and 24th and despite of me informing her many times on Saturday that nobody would be able to receive the delivery on 25th before 3.30pm why delivery had been arranged between 12 and 3pm. Following SCS trade mark NO HELP attitude she told me that she could not do anything and when driver calls me one hour before delivery to tell them to deliver after 3.30pm. I am not sure what will happen tomorrow but knowing the history so far I have not hope left for anything to do with SCS to go smoothly. My biggest frustration is that how can totally incompetent person be a store manager who lacks basic customer service skills and continuously fabricate the stories rather than accepting the mistakes made and try to come up with some solutions. I have advised all of my friends & family for this experience (which has still not ended) and will ensure they never put their foot in Luton SCS branch.”

Helpful Report

Posted 7 years ago

“Did not buy as staff over over us like a rash, just wanted to look as nit quite sure what we wanted, if we needed any help we would have asked and to top it all off, overheard the staff discussing another customer as we were leaving and what was said was rude so do yourself a favour and avoid the portack lane store in Stockton, go across the road to furniture village shop, so much nicer”

Helpful Report

Posted 7 years ago

“I wanted to rate these 0 but unfortunately there isn't a 0 there!!!! How this shop is open I will never no.. nodbody knows what there doing.. and they just like to take ur money and not sort issues out... this is the worst company I've ever known in my life...”

Helpful Report

Posted 7 years ago

“Cushion cover split 4 months after delivery ... Customer service appalling ... Non existent ..Arrogant ...waited 10 weeks for delivery of sofa ... nearly 10 weeks just for a replacement cover. Which I still don't have. I dared to complain was told they will collect the sofas and return my money ! Am sure if David Knight CEO had a damaged cushion cover he would not have to wait 10 weeks. Told I need to send a sample .. then told I don't need to send a sample they have lots of cushion covers available ! Now it's my fault as I didn't send sample to colour match. SCS products are rubbish Along with their customer service ethics ...SCS stands for Substandard Cheap Sofas or Shocking Customer Service both are accurate !”

Helpful Report

Posted 7 years ago

“Although the staff in Telford branch were lovely I am really disappointed and upset with the quality of my sofas. Only had them for 3 months and had to have a seat refilled with foam. Very cheap and nasty and they virtually tell you that you shouldn't sit on them ! Never again will I purchase from S C S. Shocked at the price for such awful quality.”

Helpful Report

Posted 7 years ago

“Had settee 3 years one cushion colapsed pealing and seems comming apart im still paying for this till xmas as well as charging 200 for insurance man came out to inspect admited only part leather thas why its peeling and said cushion would be a big expect answer in 2 weeks heard nothing for 6 weeks rang up took 30 minutes to be told wear and tear will ring back never did dont answer phone only been in buisness a couple of years thing they are in trouble never take store insurance waste of time panarama proved this plus furniture is rubbish my old sofa lasted longer than this i didnt to buy another new one now ive retired utter rubbish furniture well and truly jubed!”

Helpful Report

Posted 7 years ago

“Ordered crushed velvet sofas in December was delivered in February my choice,by end of march one of the sofas two cushions were all creased got engineer out said It was worn,bought two sofas and one is ok and the one that was least sat on is appalling, looks as though cushions are to big for sofa base and are crushed together making them crease.Would never buy from SCS again first and last time,All it needs is smaller cushions,Engineer has no interest and does what SCS tells him,don't no how they sleep at night taking people's hard earned cash for a pile of rubbish,looks like I have had it 7 year not seven month,”

Helpful Report

Posted 7 years ago

“Ordered Sofas 4 weeks ago, received confirmation of delivery to be Friday 22nd between 7am-7pm and told that we would receive a phone call 1 hour before delivery. Phone call was received on the house phone at approx 3.15pm, at 5.15pm still nothing, we contacted the store and was told they would call the warehouse and call us back. Nothing, i called the store at 5.30pm from work and after talking to an assistant was finally put through to the store manager, who said he knew nothing about it, i explained the situation and explained that my partner had taken the day off work without pay and that this whole thing was not good enough, he promised me that he would look into it all and call me back. I then received a call on my mobile from the delivery driver, who proceeded to tell me he was out of driving hours and could not deliver our order, i informed him that with respect that was not my problem and i was expecting a delivery as informed and confirmed by telephone. He went on to say i would not be getting the delivery, i asked ' so i will receive it tomorrow Saturday ?' He put me over to a female supervisor who was somewhat rude and abrupt and had no customer relations care about her whatsoever. She proceeded to tell me that it would be delivered on Monday at the earliest. Following further conversations with the store manager where we purchased the furniture, expressing our disappointment, breaking of agreement etc we finally agreed to a delivery on Monday 25th but pm as we were attending a funeral in the morning and there would be no one at home. Following the funeral and switching on my phone i could not believe that messages had been left regarding the delivery am and that they were at our address and no one was in !!! The morning was upsetting enough without having to deal with this, it seems this company can not follow straight forward instructions. Following another call to the store where we purchased the sofas and leaving a message with a female assistant for the store manager, an hour later the delivery returned. A few minutes later a voice message was left on my voicemail confirming the delivery would be made in the afternoon and that the delivery guys had been instructed to return and complete the delivery. I must say the delivery guys were fantastic and very helpful, considerate and courteous at all times. That was the only good thing about the whole experience, i have told the store manager that i expect a refund of the lost wages/compensation and if this is sorted to my satisfaction i will update this review. Any prospective purchasers should be aware that this company appear to have no organization whatsoever, they do not for fill their part of the agreements made when purchasing, their customer relations are non existent, they do not communicate with each other, can not take simple instructions and it is the purchaser that does all the chasing when they cock up !!! I wish i had never gone there in the first place as this was just about the worst experience i have ever had when ordering/buying furniture, very stressful and upsetting all round. I will update this review if there are any further developments on this but going on what's happened so far i probably have more chance of winning the lottery !!!! Had a response and request which was replied to and answered immediately after posting my review, that was 3 days ago and not even an acknowledgement of my email !! It should not surprise me really going on the responses and customer relations so far !!!! Well at least this weekend we have something to sit on !!! Assuming someone will eventually come back to me, i will update my review. In the meantime try getting your furniture from Harveys, Furniture Village, DFS or someone else, as i am sure you will be treated a whole lot better !!!! Well a week has now passed and nothing at all !!! This must be the worst follow up to a complaint i have ever been involved with, customer services are no better than all the other incompetent people i have encountered so far. They have missed out on 2 further sales from friends and family as i have persuaded them to go else where !!! I will continue to update this with any developments !! Had a telephone call and discussion with Sunderland office, explained the whole thing and have been promised a response within 7 days and an initial refund of the delivery charge. As always we will see and i will keep this review updated of events. Well i suppose i should not be surprised but it is now 8 days ago since the call from Sunderland and nothing !!!!!!!!!! I struggle to understand why it should take so long to investigate and sort out what happened and the failings of the company !! Looking back at the purchase etc., My opinion is once they had my money they could not care less !! On reflection we did not purchase the 5 year fabric guard or the large fabric care kit, even though it was sold quite hard to us and the 5 year deal offered at a knock down £80.00. It seems that this is where they make their money on the sales and from what i hear the sales representative only receives in the area of 5% on the sale of the furniture and this is why they push the sale of the extra bits !! I would strongly recommend to anyone reading this think twice about purchasing from SCS and check out other review sites. there are plenty of other suppliers out there, which i am sure will treat you better than we have been treated. I will be posting this on social media next, so maybe someone from the powers that be will get involved and get it sorted. As always i will update any progress or developments on here as and when they happen !!!!!”

Helpful Report

Posted 7 years ago

“Posted a review 4 days ago, update as follows .... Had a telephone call and discussion with Sunderland office, explained the whole thing and have been promised a response within 7 days and an initial refund of the delivery charge. As always we will see and i will keep this review updated of events.”

Helpful Report

Posted 7 years ago

“ive got no issues with furniture, yet. had it about 3 months and quite pleased with it. my complaint is regarding warrantee cover sold to me with furniture. i received warrantee certificate via email 4 weeks after furniture was delivered. on reading through it i realised that my home contents insurance covered this new new furniture. No problem, reading small print in t&c's and i qualified to cancel the insurance and get a full refund. Just go into store and they will deal with it. So went into store , girl on reception didn't know what to do. said she would refer it to head office and they would contact me. Had phone call from deputy manager saying that he didn't think i was due a refund because managers discount that i had been given was to pay for my insurance ? Next day store manager rang and repeated what i had been told, I wasn't due a refund, therefore i wouldn't get my money back. Store manager called me twice more, insisting that he was right and wouldn't back down, I was not due a refund ! Total waste of my time talking or emailing anyone at SCS. I contacted the financial ombudsman .org.I gave them information regarding my claim, what grounds i was basing it on,what i had already done regarding my claim and why i thought i was entitled to this refund. Sounds complicated but very straight forward and easy to do on line. This was on 13/09/2017 and they confirmed receipt of my application and assured that they were looking into this matter for me. On 05/10/2017 i had phone call from scs saying that head office had agreed to settle this matter and give me a full refund, which they did. I thought that it would be in scs's interest to sort this matter themselves and not need me to resort to actions that i had to do. I do know a little bit about consumer rights but just looking through paperwork, it was clear that i had a case against scs”

Helpful Report

Posted 7 years ago

“I went into your store today in Bedford (Interchange) served by a sales adviser called Raz, the sales adviser was fine to start off with we showed him the furniture we where interested in and mentioned that we would also be purchasing carpets for our home which would benefit us as you currently have an offer for 20% off when you purchase particular sofas. We showed the carpet we where interested in and he showed us an alternative, which was a good choice for us, we asked him to price up the carpets and furniture so we could get an idea on the pricing. He messed around with his phone for a while not to sure what he was doing, he told us with the promotion they currently have the fitting is included. but if we didn't acted fast the promotion maybe over by the time we make our decision, your promotion ends in November. He kept working round without telling us the price, he asked us how we was looking at paying - we stated finance as it's 0% apr. He then went on to say if you can afford you may want to put a deposit down as we would likely get turned for finance without a deposit, we then asked for the price - he gave us a rough estimate. I asked if it included the 20& he said no as we wouldn't know in time with the promotion, the same with the fitting discount. He then mentioned with the fitter that we pay them direct - cash in hand on the day, can you please confirm how this works as we would pay you the full cost why would we still have a cost to pay? We have never heard of this and we said we had never purchase carpets before and he went onto say exactly so you wouldn't know how it would work. The sales adviser was getting ruder and ruder we said we would need to think about it as i was uncomfortable regarding the fitting situation - he then went and ripped our quote up in front of us and walked off. So today you lost 2 sales one for furniture and one for carpets. Unsatisfied customer”

Helpful Report

Posted 7 years ago

“I will never shop or trust scs again, we bought a 3 peice in June and within a week had an engineer out 2 months later and 2 engineer visits more.. we are ment to be having the seats replaced on the settee but somehow I don’t think this is the end of it!! They have taken our money but don’t want to know when things go wrong, the seats have faded and they look about 10 years old when they are 2 months!! I am disgusted with scs and wished I never stepped foot in the shop’”

Helpful Report

Posted 7 years ago

“Would never ever shop at scs again - bought a corner suite a year ago and loved it when it first arrived was very pleased. Within a month the fabric had started to fade and look an off colour almost like it was dirty! I cleaned the sofa with the products provided by scs but no change in the colour. The fabric has started to thread and a creek noise each time we sit down. Had someone come out and check who gave me all false hope saying the fabric will be changed to a colour of my choice, along with the creek noise. Received a letter today from scs saying they will change the cushions but only to the same colour. I rang up scs and asked them to change my colour and she didn't seem to care, apparently the creeking noise was down to cushions rubbing together! Funny that the noise is still there even when I move the cushions! Strange that is! Paid over £3000 for this sofa and I hate it! Scs will take your money but will not care once something has gone wrong! I am so disappointed”

Helpful Report

Posted 7 years ago

“Ordered Sofas 4 weeks ago, received confirmation of delivery to be Friday 22nd between 7am-7pm and told that we would receive a phone call 1 hour before delivery. Phone call was received on the house phone at approx 3.15pm, at 5.15pm still nothing, we contacted the store and was told they would call the warehouse and call us back. Nothing, i called the store at 5.30pm from work and after talking to an assistant was finally put through to the store manager, who knew nothing about it, i explained that my partner had taken the day off work without pay and that this whole thing was not good enough, he promised me that he would look into it all and call me back. I then received a call on my mobile from the delivery driver, who proceeded to tell me he was out of driving hours and could not deliver our order, i informed him that with respect that was not my problem and i was expecting a delivery as informed and confirmed by telephone. He went on to say i would not be getting the delivery, i asked ' so i will receive it tomorrow Saturday ?' He put me over to a female supervisor who was somewhat rude and abrupt and had no customer relations care about her whatsoever. She proceeded to tell me that it would be delivered on Monday at the earliest. Following further conversations with the store manager where we purchased the furniture, expressing our disappointment, breaking of agreement etc we finally agreed to a delivery on Monday 25th but pm as we were attending a funeral in the morning and there would be no one at home. Following the funeral and switching on my phone i could not believe that messages had been left regarding the delivery am and that they were at our address and no one was in !!! We was feeling bad enough following the funeral and this was the last thing i wanted to deal with. Following another call to the store where we purchased the sofas and leaving a message for the store manager, over an hour later the delivery returned. Minutes later a voice message was left on my voicemail confirming the delivery would be made in the afternoon. I must say the delivery guys were fantastic and very helpful, considerate and courteous at all times. That was the only good thing about the whole experience, i have told the store manager that i expect a refund of the lost wages/compensation and if this is sorted to my satisfaction i will update this review. Any prospective purchasers should be aware that this company appear to have no organization whatsoever, they do not for fill their part of the agreements made when purchasing, their customer relations are non existent, they do not communicate with each other, can not take simple instructions and it is the purchaser that does all the chasing when they cock up !!! I wish i had never gone there in the first place as this was just about the worst experience i have ever had when ordering/buying furniture, very stressful and upsetting all round. I will update this review if there are any further developments on this but going on what's happened so far i probably have more chance of winning the lottery !!!! Had a response and request which was replied to and answered immediately after posting my review, that was 3 days ago and not even an acknowledgement of my email !! It should not surprise me really going on the responses and customer relations so far !!!! Well at least this weekend we have something to sit on !!! Assuming someone will eventually come back to me, i will update my review. In the meantime try getting your furniture from Harveys, Furniture Village, DFS or someone else, as i am sure you will be treated a whole lot better !!!! Well a week has now passed and nothing at all !!! This must be the worst follow up to a complaint i have ever been involved with, customer services are no better than all the other incompetent people i have encountered so far. They have missed out on 2 further sales from friends and family as i have persuaded them to go else where !!! I will continue to update this site with any developments, i have sent another email to the chief executives office today, hoping for some sort of response. !!”

Helpful Report

Posted 7 years ago

“Sofa sold to a pensioner and told it would fit through a standard door. It does not. Delivery company has left in her garage and she has to pay an upholsterer £150 to take it apart. She has been absolutely conned in my opinion.”

Helpful Report

Posted 7 years ago

“Paid for carpet - agreed delivery date - 16 days was the soonest they could do. THEY DID NOT DELIVER ON THE AGREED DATE - The manager could not speak to me because "he's busy with a customer who is getting their whole house recarpeted' - I was told that in fact they had not even ordered the carpet for me”

Helpful Report

Posted 7 years ago

“HERES A SCS VERY OWN MEMBERS OF STAFF HAVE TO SAY ABOUT THERE VERY OWN STORES ,SCS SOFAS REVIEWS GLASSDOOR.CO.UK VISIT THERE VERY OWN REPORTS IT WHAT YOU WOULD CALL STRAIGHT FROM THE HORSES MOUTH. GLASSDOOR.CO.UK AND ALWAYS READ THE SMALL PRINT. IF YOUR LUCKY ENOUGHT TO BE ABLE TO DO SO.. MY SUITE CAME WITH A MASIVE WORDS OF TEN YEARS GUANANTEE ON THE FRAME BUT THE SMALL PRINT WELL I DONT KNOW HOW ANYONE CAN MANAGE TO PRINT SOMETHING SO SMALL GOOD LUCK”

Helpful Report

Posted 7 years ago

“NICE TO SEE A GENUINE SITE, A SITE THAT SEES IT AS IT REALLY IS .NOT A SITE THAT LIKES TO REMOVE WHAT THEY DONT WANT OTHERS TO SEE .THEY HAVE TWO SALES ON MAYBE WITH SOME LUCK THERE CLOSEING THE DUMP DOWN THE SOONER THE BETTER ,KEEP UP THE GOOD REVIEWS FOLKES ,I AM SURE THERES PLENTY MORE TO COME”

Helpful Report

Posted 7 years ago

“ITS NICE TO SEE 82 PER CENT ON HERE ARE UNHAPPY WITH SCS .UNLIKE OTHER SITES THEY GO 92 PER CENT ALL GOOD I FIND IT VERY STRANGE A SITE THAT CAN REMOVE WHAT IS KNOWN AS THE TRUTH GET IN THE REAL WORLD SCS ARE SHIT”

Helpful Report

Posted 7 years ago

Shipping & Delivery
Delivery Methods	Own Driver, Courier
Average Delivery Time	Over A Month
On-time Delivery	Greater than 35%
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

SCS Reviews