SCS Reviews

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

1.5 Rating 1,868 Reviews

10 %

of reviewers recommend SCS

Company Reviews

Questions

Metrics

1.5

Based on 1,868 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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NEVILLE BOWLES

Anonymous

Mrs Rosalind Newton

Sultana Poly

Sue & John

173

Anonymous

Anonymous // 01/01/2019

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

“I am writing to express my absolute outrage, profound frustration, and immense distress with SCS regarding a recent sofa order. This entire ordeal stems directly from gross misguidance during the sales process and has spiraled into an experience defined by utterly unhelpful customer service and a complete refusal to provide a reasonable resolution, leaving us with an unusable product. We have had to start legal proceedings due to this. During our purchase, we dealt with a sales representative named Russell. From the outset, we had serious reservations about the sofa's size and its compatibility with our room. We repeatedly provided Russell with exact measurements of our space and voiced our concerns numerous times. Despite our clear apprehension and the accurate data we supplied, Russell persistently reassured us that the sofa would fit perfectly, insisting our room size was adequate. We also found Russell to be very pushy, which, in hindsight, feels like it directly contributed to us proceeding with a purchase we had significant doubts about, given his persistent, misleading assurances. Our worst fears were confirmed upon the initial delivery a few months later. The delivery driver could not even get the sofa through our hallway. Shockingly, the driver openly admitted that this is a "big problem at SCS" and that the company is "mis-selling sofas that don't fit." This candid admission from SCS's own staff highlights a critical, systemic issue within your sales practices. Following this failed first attempt, SCS agreed to a second delivery attempt a few days later, involving the removal of our window to get the sofa into the house. SCS Manager Ajay said the warehouse could not give a specific time to deliver for us saying it has to be the greenest driving route, so we were left without a front window for most of the day. We live next to a school, so we literally had to stand guard all day. While the sofa was physically moved into the through the taken down mirror, it fundamentally does not fit the space appropriately. The sofa is excessively large, rendering the room completely impractical. To get into the room now, we've had to remove the door entirely, and you literally have to climb over the sofa just to enter the space. This is an unacceptable, ridiculous, and frankly dangerous situation for a purchased piece of furniture that was guaranteed to fit by Russell. After discovering this severe problem, we spoke to the SCS team and were eventually put in touch with the manager named Ajay. Our interaction with AJ was incredibly unhelpful and further exacerbated our frustration. Instead of addressing our severe predicament, AJ was rude and continuously focused on how this situation affected SCS, rather than acknowledging the massive inconvenience, cost, and stress placed upon us, your customers. This demonstrated a complete lack of empathy and commitment to customer satisfaction. To add insult to injury, when we went to the store SCS then proposed that there could be a "solution" we were told we could pay 25% of the cost for them to consider exchanging it for a smaller sofa (their smallest size for our sofa is 20cm smaller). Even this unacceptable offer was then rejected by head office, leaving us in an even worse position. As it stands, we have absolutely no solution from SCS. We are left with a brand new sofa that simply does not fit our room, has required us to remove a door, and forces us to climb over it just to use the space. The customer service we have received throughout this entire ordeal has been beyond rude, unhelpful, and frankly, the worst I have ever encountered in my entire life. Our Simple, Reasonable Solution All that needs to happen to rectify this situation is for SCS to reorder the same sofa 20 cm smaller, whilst this is not ideal at all - it would mean we could put our door back on and not have to climb into our room. This minor adjustment would allow the sofa to fit a bit better thus solving all the issues caused by your company's initial mis-selling. It is a straightforward resolution to a problem entirely of SCS's making. This entire experience has been unacceptable from start to finish, causing considerable stress, major inconvenience, and a significant financial outlay for a product that is not fit for purpose in our home. We demand that SCS take responsibility for their error, arrange for the collection of this unsuitable sofa, and replace it with the smaller size sofa, we are happy to pay the 25% charge. We also expect a formal apology for the appalling service and distress we have endured.”

Helpful Report

Posted 2 hours ago

“Problem with our sofa from day 1 creaking when you sit and stand up 3 times a man has been sent to look at them he states it is acceptable (to him maybe, obviously no standards or hard of hearing) Went to the furniture ombudsman waste of time they agreed with SCS as these companies pay the ombudsman so not independent. Looking at Scs reviews on line they don't seem to come out on top.”

Helpful Report

Posted 1 week ago

“i ordered beginning of February I've had 4 different delivery dates & now cancelled with no new date given this is getting beyond a joke now”

Helpful Report

Posted 1 week ago

“Would never order with this company again. Ordered 2 sofas on February ended up cancelling today after 16 weeks. Communication is non existent, staff unable to provide up dates. Manager unhelpful and gave different story/excuse to another member of staff. Would rather cancel order and reorder from a company who values my business and endure a further wait.”

Helpful Report

Posted 1 week ago

“Ordered two sofas three months ago. I was told they would be delivered tomorrow, 3rd June, so cancelled my appointments ( I’m self employed) to make sure I was at home. We also got rid of our old couches last week so we’ve had nothing to sit on for a week. This afternoon I had a call to say delivery is delayed by a week! When I called the store they said it would be delivered in five days which will be Saturday instead of Monday. I then get a text at 5.15 to say it will be delivered tomorrow ( the original date) ??? I then call the store to ask and they say it’s just a generic txt????!!!! Do they not realise people work. I’ve lost a days pay to wait for a delivery that’s not happening. To top it all no one seems bothered!! Not good, not impressed wouldn’t recommend SCS on delivery dates.”

Helpful Report

Posted 1 week ago

“Disappointed with SCS and Their So-Called “Italian Handmade” Quality We recently purchased two 3-seater leather sofas from SCS after being sold the dream about their "exceptional quality" and being "handmade in Italy." Unfortunately, our experience has been anything but premium. One sofa is fine and reflects the quality we were promised. The other, however, looks like it came from a completely different manufacturer. The stitching is poor, and it’s clear there was an incorrect incision that they’ve tried to fix — but badly. We raised our concerns with SCS, and they sent out Emmiera (the insurance company). The technician admitted the stitching was clearly corrected and not how it should be, but still said there's “nothing they can do” because the stitching is technically still strong. His solution? A quick touch-up and no further action. We expected consistency and quality, especially at the price and after all the sales talk. Instead, we’ve ended up with two mismatched sofas and no proper resolution. If you’re thinking of buying a sofa from SCS based on promises of quality and craftsmanship — especially anything "handmade in Italy" — think again. Make sure you inspect everything thoroughly and don’t just take the sales pitch at face value.”

Helpful Report

Posted 1 week ago

“We ordered a three sofas from ScS Farnborough on 3rd January 2025 and delivery was received on 31st March 2025 which was as promised, the problem is that two double sofas were the correct material and the single chair was a different material. We complained immediately and were told that an outside contractor would visit to inspect and report to ScS. Since 9th May 2025 ScS have totally ignored us without any promise of rectifying the problem. Customer services useless.”

Helpful Report

Posted 2 weeks ago

“We bought 2 sofas last September 2024 was told will be delivered before xmas this did not happen was told Italian company was taking over so everything was delayed. Although we did get our sofas in January we feel we was mislead at the start so in view of this we will never go back to scs again”

Helpful Report

Posted 2 weeks ago

“Sofa was ordered in January and arrived over 2 months late and when the sofa has arrived it is faulty (seams where they shouldn’t be and two different colour fabrics used). I contacted scs and when I eventually got through they said they would send someone out. Another few weeks later they visited and agreed it was faulty but then went away and decided to only authorise one of the two repairs. I’ve been quoted another month for parts to arrive so I’m now 5 months from ordering with a faulty sofa. I’ve tried many more times to contact scs since to request a replacement or refund with no response. I received them on Trustpilot and they responded saying I had received the replacement part and when I looked it had been sent to an address over 100 miles away and then I got an email to say they’d sent the part again which would take 5 weeks to come. No response or explanation again. Honestly please don’t put yourself through purchasing with this company”

Helpful Report

Posted 3 weeks ago

“I ordered a small sofa on 12th feb was told 4th April. Still waiting no response from scs”

Helpful Report

Posted 3 weeks ago

“Bought a Lugo corner sofa with electric recliner and a lugo 2 seater power recliner but SCS delivered the 2 seater with no recliner. Tried to reach out for a resolution but SCS just ignore my emails. Started a money back claim through my bank and also rejected the goods under Section 15 Consumer act. Once they have your money they dont care. The Lugo sofa chair has also started to sag after a few weeks use. Wishing I had went elsewhere. SCS seem to specialise in ignoring complaints. Horrible company”

Helpful Report

Posted 3 weeks ago

“My suite from SCS delivered 17 April 2025, so disappointed. I have tried to contact them on several occasions and had no response. The suite in the shop looked lovely and so well made. Got rid of our old sofas for this.”

Helpful Report

Posted 1 month ago

“Ordered 2 sofas on January 19th estimated delivery was March 21st emailed on April 8th she said same delivery date but it could go 4 weeks over. Text message April 14th delivery for April 19th, as Easter had to rearrange to April 25th waited NO spas delivered. We are now May 8thSCS got my money and sofas and we’ve been sat in garden chairs until a loan sofa was delivered! Have now requested a full refund as SCS in breach of the consumer rights act 2015 for failure to deliver within a reasonable time and after agreed deadline. I now treat my contract with SCS as terminated so demand a full refund!”

Helpful Report

Posted 1 month ago

“We are still waiting for our order to be completed five months after delivery date. Our order was delivered in December with the incorrect footstool and five months down the line they keep pushing back delivery. It's very hard to get hold of anyone and when you do they just tell you the computer says it will be in on X date, only for then that date to come and go time and time again. Seriously the worst company we've ever had to deal with, avoid at all costs. We've had to engage with the ombudsman it has been that bad.”

Helpful Report

Posted 1 month ago

“They will not ring you back and once you are in the system you cannot hold on for them to answer your call”

Helpful Report

Posted 1 month ago

“Sofa lost. Customer service don’t answer the phone or reply to emails”

Helpful Report

Posted 1 month ago

“I have given them 1 star because I don't have the option to give zero Had problems with my sofa from day 1 Yes they did send an engineer out who said it wasn't a mechanical problem but my recliner still sits an inch lower than the seat next to it. The whole sofa is is pants non of the cushions line up, the seat I sit on is divorced and gone out of shape even though it's supposed to be stung and was assured it wouldn't misshaped and I have only had it 4 months I have sent them 10 emails with no reply, but I will send them 1 every day until they answer me, plus it will make my case a lot better when I take them to the financial ombudsman because what they have sold me is far from the one I saw in the shop, to tell you the truth the one I got rid of was far better than this new one So just be aware when you buy something from SCS and you have a problem they aren't the best at communicating”

Helpful Report

Posted 1 month ago

“I have been given a delivery date which I am not available I tried to ring the customer service number pressed 1 as instructed and requested a call back that was ar 9.30 am at 6 still no call back disgusting”

Helpful Report

Posted 1 month ago

“Appauling customer service..100% no means of speaking to a customer service rep on same day as you call. You are advised to press 1, and they will get bk to you. This is ALWAYS 24hrs later..the delivery status on your tracker states one date and there is no pre evening txt containing the delivery link..please do not use this company..They suck the life out of the enjoyment of getting a new sofa..please,please.. go elsewhere and get something in writing about customer service and actually speaking with someone the same day as you call..Whole experience has been awful n i'm still awaiting a delivery text for a sofa due today..”

Helpful Report

Posted 1 month ago

“Lazy Boy Knoxville power sette £2999, TWO YEARS OLD NOT FIT FOR PURPOSE NOW”

Helpful Report

Posted 1 month ago

SCS is rated 1.5 based on 1,868 reviews