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

“Dear Sir / Madam, I am writing to you to raise an issue about: In-store - Flooring The issue that I have experienced was: Ordered and paid for carpets, total £1,438.07 order number S0056-4308296 on 27/1/2020.was sent via e-mail confirmation and fitting date of 10/2/2020 by chris topps. and a price of £211.25 for fitting as we supplied our own underlay.Took day off work,midday no one arrived.Tried ringing no answer so went to the store,was told it was never ordered showed them the e-mail of confirmation i had and was told it would now be the 18/2/2020.Told them that wasnt good enough as I was looking after my disabled aunty as my father was in intensive care I had lifted all the old carpets and furniture was stacked in the garage.I waited instore while they contacted a few colleagues people.It was then confirmed a fitter would come on 12/2/2020,as it was just another 2 days I arranged for my auntie to stay elsewhere as it wasnt safe enough in our house as it was,Took the day off work,midday no one arrived rung scs store,was told it was ordered and fitter should be on his way and was given fitters number.Rung fitter, was told warehouse wouldnt let the order go out no reason was given.went back to store,salesman showed me e-mail sent by warehouse to store saying only part of the order was there so they decided not to let only part order out.After asking what part order was in they said the bedroom,my response was I need the bedroom carpets fitted today so my aunty can come back, if you cant fulfill that request I would like a refund,he made a few calls and I got the bedroom carpet fitted in the afternoon,and was told the remaining order(living room and hallway) would be fitted 13/2/2020,Took the day off work midday no one arrived so went to store,was told the carpet wasnt at the warehouse yet so couldnt be done it would be in by the 14/2/2020 and would be fitted then.I rang the fitter to make sure this had been confirmed with him,he said yes.My wife made a few complaints through the proper channels no one ever got back,sent an e-mail no one has replied.took the day off friday,fitter arrived but there was no hallway carpet,he fitted the living room carpet and I was told the hallway carpet would be fitted on 18/2/2020.My wife took the day off no one arrived.fitter rung me this morning of the 19/2/2020 to say he had got the carpet and was on his way,then he rung me half hr later and his vehicle had broken down.We have still had no return contact from anyone at scs after many promises that somebody would.We are still waiting for the hallway carpet.Last point the fitting is costing more then quoted due to numerous visits.”

Helpful Report

Posted 5 years ago

“In short the quality of the sofa I purchased was poor. It was out of shape on arrival and already losing shape after just a couple of hours use. I know I’m going to have to replace these very soon.”

Helpful Report

Posted 5 years ago

“We bought the sofas, within the first week the springs came undone and the footstool was ripped on delivery, we called and emailed numerous times, they kept making appointments and sending people to take looks at it, the eventually fixed it after 3/4 months, but they didn't fix all of it, they sent out another guy from another company to fix it and they aren't able to fix it. They said to ask for refund or get it replaced. This has been over 6 months now, and the sofa still has its stitching undone from when the guy came to look at it. We have had warranty with this but by the time they have had get it replaced or have at least done something, the warranty will run out. They have lied numerous times and its a joke.”

Helpful Report

Posted 5 years ago

“We bought the sofas, within the first week the springs came undone and the footstool was ripped on delivery, we called and emailed numerous times, they kept making appointments and sending people to take looks at it, the eventually fixed it after 3/4 months, but they didn't fix all of it, they sent out another guy from another company to fix it and they aren't able to fix it. They said to ask for refund or get it replaced. This has been over 6 months now, and the sofa still has its stitching undone from when the guy came to look at it. We have had warranty with this but by the time they have had get it replaced or have at least done something, the warranty will run out. They have lied numerous times and its a joke.”

Helpful Report

Posted 5 years ago

“Luckily we didn’t purchase a sofa yesterday (in retrospect after reading the appalling reviews!) We visited the Leicester store, and after a wander round, I approached one of the sales team to ask the price of my favourite sofa in the store. It was over my budget, so I asked the price of my second favourite. She totalled it up and for 3 seater and a love chair, it came out as just over £1200. As we walked away from the sofa I spotted a sign places on the 3 seater sofa that there was a bundle deal on the suite, for a 3 seat, 2 seat, love chair and stool all for £1199. I was shocked she had failed to mention this deal to us, and instead had thought to tally up a 3 seater and a love chair for the same price! I wasn’t sure on that sofa, so she spent the time trying to get me to look at others but I wasn’t interested. I saw another one I liked and again, she totalled it up around the £1,350 mark and that included the insurance which she pushed on me, even though I’d said I’d had insurance before and didn’t think it was great. I said it was over my budget and she kept saying she would ask to management to see if she could get a discount on it but she wasn’t sure, it was only then I spotted on her store name badge - SALES MANAGER!!! After a pushy-almost sale, I backed out at the last minute and told her I needed time to think, she asked me what was putting me off and I wanted to say, YOU, but made an excuse, and after continuing to walk out of the shop and being asked “what about this one” all the way till the exit, I have vowed not to buy from SCS after all that and SO GLAD we didn’t now!! Avoid at all costs, blatant charlatans just wanting commission at any cost!”

Helpful Report

Posted 5 years ago

“I purchased a leather 3 piece suite in sept 2018, one arm chair was lop sided when arrived, but thinking it would settle after drivers comments it didn't so rang SCS customer helpline 30 days to advise it hadn't, was told it was too late to get a replacement so they sent out an so called upholsterer ( worked for SCS and looked like a salesman tbh) who changed the recliner mechanism, advised him that was ok so why was he changing it? it was the padding and frame that wasn't right and would like a replacement, he said ok and agreed, but went back to SCS and I was told he said it all was now ok ! he did this twice unbelievably, they then said for any more visits I would have to pay a 75 pound fee to basically be lied to again so i declined. The rest of the suite has not weathered well either, it is not heavily used as we are out at work all day, I called again today, but was told it only has a years guarantee cost me 3000 pounds, took out the insurance aswell to be told that's only for accidental damage, but I could pay 75 pounds to have an SCS upholsterer to come out to look at again. Please Please avoid using this company, I have a 4 year interest free plan and the suite will not last this long, I can honestly say I will be looking to replace this suite probably by the end of the year. save your money and sanity and go elsewhere seriously.”

Helpful Report

Posted 5 years ago

“My sofa was delivered on 20.1.2020. Once unpacked, the delivery driver immediately noticed a tear in the leather, he gave me reassurance took one photo and said SCS aftercare team would be in contact with me. I received no calls and I have had to chase the aftercare team every step of the way. Two weeks in I was told SCS could not make any decisions about a replacement until they had 3 photos of the tear, what a shame their delivery drivers didn't know this? As someone who is not technically minded, taking and uploading photos was a difficult for me, when I advised the after care team of this I received a curt response advising nothing would move forward without this. It is now the 17.2.2020 and finally today I have received a call to tell me a new sofa will be ordered and delivery in approximately 12 weeks. The attitude of staff in the aftercare team when you finally get through has been appalling. I have had to write to SCS headoffice and area manager before a resolution was found. I would never use this company again and would urge others to avoid them. I was made to feel as if I was asking for something unreasonable, when all I wanted was a replacement sofa for one that was clearly faulty on delivery. What a shame, I will always read reviews before buying in the future and the reviews I have so far read for this company have been horrendous.”

Helpful Report

Posted 5 years ago

“The aftercare team are a bunch of lying idiots I have a problem with the back of my chair and some joker came out he agreed that the back was rocking took the chair apart took photos of various stages and when he put it back together it was still the same then changed his tune and decided it was maufactur measurement and it was meant to have a massive gap from the back to the arm I asked why sofa didn't have this gap and wasn't moving like the chair back he look confused and could not answer and left saying it was new so had good guarantee just call them again I rang as soon as he left that's were the fun begins your on hold for anything from 10 to 30 minutes then someone answers and I'm sure they get a bonus for lying I have had to go through this 5 times so far as when they say they will call back they never do”

Helpful Report

Posted 5 years ago

“Purchased 3 piece sofa in Feb 2019, it was delivered on time in May 19. We received a further letter stating all 3 pieces needed replacements parts. In Oct 19 a repair man came to the house and replaced a part on one sofa. On looking at the second he noted there was a spring sticking out and would not touch it stating "it needed a complete new inner housing unit". We have never heard anything since, the sofa is sinking in the middle, I have emailed aftercare team 3 times with the standard response stating "we will be in contact in 7 working days". We have waited several months with no response, tried calling the aftercare team but after being on hold for 20 each time I have hung up. I have photographic evidence of the emails, the damaged sofa and screenshots of the call waiting times. DO NOT PURCHASE FROM SCS!!!”

Helpful Report

Posted 5 years ago

“Purchased 3 piece sofa in Feb 2019, it was delivered on time in May 19. We received a further letter stating all 3 pieces needed replacements parts. In Oct 19 a repair man came to the house and replaced a part on one sofa. On looking at the second he noted there was a spring sticking out and would not touch it stating "it needed a complete new inner housing unit". We have never heard anything since, the sofa is sinking in the middle, I have emailed aftercare team 3 times with the standard response stating "we will be in contact in 7 working days". We have waited several months with no response, tried calling the aftercare team but after being on hold for 20 each time I have hung up. I have photographic evidence of the emails, the damaged sofa and screenshots of the call waiting times. DO NOT PURCHASE FROM SCS!!! Attached phots of the spring sticking out and the parts the repair man left inside the sofa.”

Helpful Report

Posted 5 years ago

“Bought my carpet from SCS in Autumn. The fitter turned up late and failed to finish the job. Dispute numerous calls to the flooring aftercare service, I'm still waiting for SCS to resolve my complaints. They don't answer emails and the call centre staff do not keep their promises. Shame I cannot upload photos on this site. I will not use SCS again. Very disappointed.”

Helpful Report

Posted 5 years ago

“Poor information on delivery - last minute call and didn’t arrive for ages. Dreadful attitude of one of the delivery man - made little effort to bring sofa in. Claimed his wages had been cut due to a sofa at a previous delivery being damaged. Dread to think how management treat staff for them to take it out on elderly customers. Despite many weeks of having waited for sofas he was readily happy to take sofa back rather than try. Watched his colleague bring the tricky one in and the rest and didn’t help one bit. Very difficult to get through to someone to complain and when you do get through no one gets back to you.”

Helpful Report

Posted 5 years ago

“After ordering furniture on November 8th 2019 we were assured our requested delivery date of February 7th 2020 would be ABSOLUTELY NO PROBLEM , WE WERE ASSURED ON SEVERAL OCCASIONS DURING THE ORDER PROCESS Yes you have guessed correctly !!! It didnt happen we are still waiting , i suggest you avoid dealing with these charlatans at all costs .”

Helpful Report

Posted 5 years ago

“Do not buy carpet from this company. Nightmare from start to finish. Tried to order carpet from the sale and the codes could not be found so would not come up with sale price. They phoned us next day and said if we went in the store they would order the carpet manually. Paid deposit surveyor arranged to came and measure up waited in all day turned up at at 5.30. Carpet ordered took about 3 weeks waiting for fitting. Emptied room waited for fitter to turn up on day no telephone call as promised. By lunch time my husband phoned call centre to find out what time fitter was coming As he hadn't arrived they said they would contact him and get back to us. Noone phoned back so my husband phoned up again and at 4.15 was told that our carpet would not be fitted on that day. .By this time we had lost our patience and said we was going to the Basildon store to cancel the order. We drove to the store spoke to Sue Powell she said she couldn't cancel the order until she found out what had happened. She was very rude. Gary from the store phoned us the next day to say that the carpet had never been ordered due to a glich in the system. It has taken 11 days to get our money back even though it was SCS's fault. No extra money for all the inconvenience or stress. Do not use this store.”

Helpful Report

Posted 5 years ago

“Absolutely terrible. Ordered the item to be delivered to the local store, 6 weeks later, they wanted to deliver it to my home! Got a phone call and the guy said "oh, suppose we cant deliver it to you then"! Duhhhh! I then had to chase SCS to find out where the item was, only to be told, it was still at the depot and wouldn't be delivered for another week. They said they would contact the local store to see if they could help - guess what - they didn't want to know - already received their commission on the sale I suppose!”

Helpful Report

Posted 5 years ago

“We ordered our suite and coffee table on the 4th Jan, it was supposed to arrive on the 31st.. got everything ready and we are now on the 9th of Feb with no furniture. Deposit paid. We have had no communication what so ever with the company apart from myself... atm we are over 7 day period over a bit and sitting on our neighbours chair and plastic furniture. Really disgusting customer service”

Helpful Report

Posted 5 years ago

“Do not buy carpet from this company!!!!!!!!!!!!!!”

Helpful Report

Posted 5 years ago

“Terrible peeling absolutely astonishingly terrible. customer service from Stockport shop”

Helpful Report

Posted 5 years ago

“terrible service! beckton Store sales manager dead/dan so rude! my sofas arrived six weeks later and in the wrong colour staff were rude and helpless. i asked to speak to management but conveniently management were all on annual leave. disgusted by the service. terms and conditions did not match what they advised. cushion arrived dirty! please dont buy from here”

Helpful Report

Posted 5 years ago

“I recommended this firm to my daughter to buy a Lazyboy corner unit big sofas. Within less than 18 months leather peeling. The electric armchair foam and upholstery is absolutely flat virtually sitting on frame. I am 70+ yrs old and pointed my daughter this company’s way as they came across well and Price looked good not cheap she spent over £3000. Sadly I was wrong to have done this as company and product is rubbish for the money will not last a family long And then you pay £70 odd pounds for them just to come and look at the problems to date they have done NOTHING for her I would not recommend a young couple or older spending hard saved cash to shop At this store go somewhere else.”

Helpful Report

Posted 5 years ago

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

SCS Reviews