SCS
Reviews and Complaints

Carpet ordered 11/11/18.
Planned fitting date 30/11/18. No phone call from SCS and no carpet.
After a number of phone calls (many failures to call back) I was told carpet could not be located in warehouse. 2 more missed fitting appointments without warning. Eventually after. 2 visits to store another carpet was ordered 7/11/18 with promise to fit within 7 days. 10/11/18 after further telephone calls another store visit and still no form fitting date.
Throughout this time bedroom furniture has been stored in other rooms.

On January 2014 I recieved 2 endurance sofas from you costing £1, 800 the so called top layer of material (leather) has started to come away on the sofa .This is now happening to one of the arms aswell. I have been informed by a Guardsman engineer that this sofa is not a real leather but you were advertising it as so .Guardsman have informed me that you have stopped making this type of sofa obviously for some reason. This material is certainly faulty and you should be able to keep your sofa for longer than 4 years I look forward to hear from you. You can email me or contact me on [protected]@hotmail.com
Many thanks

I purchased a sofa from your West Thurrock store a few weeks ago. Last week I had a call to arrange our deliver for Thursday 28th. At around 16.30pm I had a call from the warehouse to tell me that the sofa wasn't on the load and so won't be delivered. When we called back to get some information we were pasted to multiple different people and no one could tell us anything. I then rung the warehouse throughout Thursday who continued to tell us that they didn't know where the sofa was, when it would get in, what had happened to it or when we would get anything. I never once received an apology on the phone and at one stage a girl laughed at my situation as I told her it was m birthday this weekend and needed the sofa for this occasion. The then proceeded to call the Thurrock store throughout Thursday and Friday. I was helped by a girl named Charlie who told me on Friday that the distributor claimed that the sofa was on the load and was delivered to the warehous, and the warehouse were saying that they didn't receive the sofa. So essentially the sofa was lost and no one knew where it was. Charlie told me she was trying to find out what had happened to it. She told me she would have a response for me within a few hours. I called back within those few hours and got through to a man who I didn't take the name of and received the worst customer service I have ever had. He shouted at me on the phone and was incredibly rude and said ‘what do you want me to do get in my car and go down there and find it for you? NO, you will have to wait and stop calling us'. I am at my complete witts end with your company. You have taken our money and not deleivered our sofa or even know where it is and I am supposed to sit around and wait for you to sort it out. This is unacceptable.

I received delivery of the above on 2nd November and from that date have been in contact with my local ScS on numerous occasions and a visit from the upholsterer as my suite is not a bit like what i ordered! The manager always tells me i was getting a letter (never received) and a phone call (never received) I therefore have gone into the store at least twice a week as i believe i am being treated appallingly! Today yet again i have not received a call from Aaron the Manager in Colchester who assured me he would ring me after he had spoken to his Manager and therefore i have had to resort to a complaints procedure!

purchased a carpet in your Giltbrook Nottingham store on 30/10/18. I was served by Tom, the carpets manager (Staff ID 59475 or S9475?). I gave my room measurements at 13ft x 19ft (approx. 22-24sq/m). The total price on the invoice shows £409.34 at a unit price of £15.99 - this works out at carpet size of 25.59sq/m which is sufficient for my lounge.

My wife booked a full day's holiday from work to be at home for the delivery.

The carpet was delivered by the fitter today (20/11/18) but he immediately identified that it was not long enough for our lounge. What had been delivered was 4.6m x 4m (18.4sq/m). The fitter has left the carpet with us as this is clearly not there issue.

I have contacted the Giltbrook store and had lengthy conversation with Tom, your carpets manager, who failed to show compassion to our situation that SCS has left us in. Initially I was fobbed off with next week as a potential date for rectifying the problem. I have made clear that this is completely unacceptable as, per your instructions, I have removed my old carpet and moved all of my furniture into my young children's play room where it is stacked to the ceiling. What I have left in my lounge is no furniture, no carpet and dangerously exposed grippers around all sides of the room and underlay that causes a significant trip hazard. My wife, who has significant health issues, and my two children have no where to sit or eat.

You have tried to get me a replacement carpet, which Tom made clear he was "doing us a favour", and the best date that you have proposed is Friday 23rd November. This is unacceptable to me for the reasons highlighted above.
I would like to make clear that I do not want any further delivery from SCS and I am demanding a full refund for the carpet purchased that you have failed to supply with a cost to me of- £363.20.

I am truly disgusted by the treatment we have experienced from SCS Giltbrook today. I wish I had looked on the store's Facebook page before I gave you my money - the customer reviews are truly terrible. When I expressed to Tom, your carpets manager, that the level of customer service was not good enough, he replied by saying "well what level of customer service are you wanting?". Hmmm, let me think, well I would like you to give me the product that I have given you my money for. Is that a fair thing for me to want? Or am I being unreasonable? Tom also asked why we were taking our anger out on him when it is the manufacturers fault. Quite frankly, it is irrelevant to me who's fault this is - my contract is with SCS, not your third party suppliers. No matter what issues you have with your suppliers, you have a contract with me and today you failed to honour that contract, is there not checks in place to prevent this from happening? when ordered? shipped? delivered to store? or leaving the store?.

In closing, I want to repeat that I do not want any further delivery or replacement of product from SCS due to your failure to fulfil your contract with me. I have taken my business elsewhere who have committed to next day delivery and fitting to rectify your error and we will not entertain the idea of any SCS products in the future. I await your reply with regards to refunding the £363.20 of my money that you have, I think it is more than reasonable to expect the balance in my account by no later than 7days from the date of this email.

My Name in Mrs Nicola Beckett and I have purchased a 3 piece suite from yourselves from the Laz Boy range so I have spent quite a bit of money with you and I am writing to complain about the Office Manger at the SCS store in Solihull Mrs Gordon.
I first encountered Mrs Gordon on the 06/11/18 by a phone call I found her attitude over the phone not good I had been in the store a couple of days before to speak to them just in case I need to delay the delivery as I have been having some building work done and they were most helpful but when she phoned her attitude was and I quote " do you realise that we have had your suite since August " and I said you are aware of my circumstances then she proceeded to say " well when we spoke to you on 19/09/18 you were well ahead of schedule " I advised there had been some delays and my paperwork does state delivery end of November she wasn't happy with that then she stated " I will have to speak to my manager about that " I came off the phone not having a very good impression of her but I let it go as everyone has a bad day and I never heard anything else until I spoke to her again yesterday 19/11/18 I could tell it was the same person because even before I gave her my details her attitude again was very poor and this time she got my back right up and I told her attitude was very poor 1st she refused to give her name as I want to speak to someone else. finally when the conversation broke down she hung up on me and when I tried to call back so I could speak to someone else I rang the store for over 20 minutes and when she finally picked up she answered the phone saying Mrs Beckett so I took her name and her position and then I asked to speak to someone higher she put me through to Joe the Store manager I was so angry at the time he wasn't that good either as her refused to give him his surname. I feel quite angry and disappointed with the treatment I have received this month from the store I have asked for a apology in writing and gave my email address which I know im not going to get as Joe seamed quite flippant about it as I have now got a delivery date for my suite. The experience I have had has put a sour taste in my mouth about using SCS as it's like you have had my money and forget the customer care.
Sorry to off load like this but this is the way I feel as I am the customer and I know we are not always right but her attitude puts a bad impression on SCS.
my email address is nicola.[protected]@jonas-group.com that's my work one and my personal is nicola.[protected]@gmail.com
I would like a response to this please my postcode for my order is B14 5JB. And my home telephone number is [protected]

I wanted to write to make you aware of the recent issues surrounding the order we placed with you on Sunday October 7th with Matt from your Kidderminster outlet.
The carpet was ordered and the fitting arranged for Saturday 20th October. On arrangement of the fitting we were told that the carpet fitter would telephone us first thing on that day to let us know a time and we should ensure that all of the furniture, old carpet etc from that room should be removed prior to this. We spent the evening of Friday 19th October doing this in readiness.
On Saturday morning we awaited the phone call. When the time reached 11:00 we were concerned that we had not heard anything so called the store. We were told that they would find out what was happening and get back to us as soon as possible. They did not call us back but at 12:00 we then called them. They told us that the fitter had called in sick and our carpet was unable to be fitted by him on that day - why had this not been communicated to us as soon as they knew? We were told that an alternative fitter may be able to fit later in the day and if not on Sunday 21st. We explained that we had nowhere to sleep as the other rooms of our small cottage were filled with furniture and our bed dismantled so that would be welcomed. By late afternoon we called again as we had not heard anything more and were told that the fitter would not be coming that day and fitters did not work on Sundays - how did they not know the Sunday information prior to this? A new date was arranged for Monday evening at 4:00 meaning that either my husband or myself had to finish work early. We continued to sleep on the floor as this was only two nights away.
We called SCS on Monday morning as nobody had called to confirm that the carpet had been collected from Telford and we were, understandably concerned that the fitting would be cancelled again. We were told this time that the carpet fitter (Harry) had been to Telford to collect the carpet and he had noticed that the carpet was damaged and therefore could not be fitted - I wonder how a carpet can be cut from a roll without being checked or damage noted by suppliers? SCS said that they would reorder the carpet which would arrive in the warehouse by Friday 26th, be collected by Harry on that evening and the fitting arranged for first thing on Saturday 27th and we were told that we would be first on the fitting list and Harry would call to confirm an exact time - we are still sleeping on the floor at this point without access to the bathroom or any other bedrooms it was all very inconvenient.
Saturday arrived, and by 10:30 we had not heard anything so, once again we called the store and once again we were told that our query would be dealt with and a member of staff would call us back to let us know what was happening - this did not happen. After an hour or more we called again and asked for the manager. The relief /cover manager Abdul dealt with our query and agreed that the customer service we had and were receiving was appalling and ‘was not how he would run his own store'. He explained to us that he would call us back when he had found out what was going on, he did do this and we were told that the carpet would not be fitted again on that day but was now booked in for Monday and it had never actually been booked in for Saturday 27th.
As you can imagine we are completely furious at the way SCS have treated us. Harry, the carpet fitter has told us that actually many of the things we were told are untrue and just excuses to halt fittings or for other fitters to complete their own work, for example he was expecting to come to us on Saturday 27th so the fitting had been booked in. As you can see by the above dates we spent 10+ nights sleeping on the floor, made many unreturned phone calls, put things in place over and over again to receive the carpet fitting such as time from work as well as the stress of it all due to your company's continued lies and incompetence. This is totally unacceptable and we would like to receive your response to this ridiculous chain of events as soon as is possible.

Yours faithfully,
Paul and Stephanie MacDonald

I purchased my sofas from the metro centre branch I have waited some time for delivery . They arrived on 14th November 2018 the incorrect colour. I immediately called the shop and spoke to a rude lady who told me I got what I had ordered I was furious so I left work and drove to the shop I looked at the sofa that was still in the shop and looked at the colour chart which is brown but on the back the code said nickel a shop assistant came over and told me you have a black Friday offer on, on this sofa I replied I would like to see the manager . The manager whom was very nice looked at what I had ordered then looked at the swatch to discover that there was 2 swatches one brown and one grey with the same code on the back she apologised and said she will order the correct one which I have been told this will not be delivered until February as I got rid of my old sofa she said I could keep the one that was delivered until my new one arrives . I think that is the least you could do as I am having a 18th birthday with a lot of family coming to my house on the 25th December I feel very embarrassed about the sofa you have sent as I take pride in my home and like everything in my home to match and this grey sofa sticks out like a sore thumb . The sofa has been paid for so I believe I should be given the discount that is now being offered as some sort of compensation I just cant believe I have to have this for over the Christmas period I have a cream leather that I got rid off other wise I would of just kept that and waited I have been very stressed over the whole situation I would like this email passed on to your CEO Michael Knight thank you

Bought an Endurance corner unit from SCS in Feb 2016. Have just noticed that the edges are peeling off and the stitching is coming undone. I also took out a £300 insurance. Called them out and they say its wear and tear. This Endurance is supposed to be hard wearing and durable. I have not had this experience. Reading the reviews it seems to be a manufacturing fault. Ive had 2 previous settees one material which lasted 20 years and a leather one fron DFS which lasted 13 years. So for a settee to last less than 3 years with just my husband and myself and me being in full time employment. After reading most of the reviews saying stay away from scs. Its what i will be saying in the future and will never give them my custom again

ordered carpet from Leckwith SCS on 26/10/18 and paid £30 deposit. Surveyor Jamie would call on Saturday 27/10/18 to measure and check that carpet could be fitted. He raised a corner of my old carpet and told me that, what I'd though was underlay, was in fact carpet tiles. He then told me the carpet I'd ordered would require underlay. I said that I'd did not want that expense as I'd be vacating my flat in 12 months and leaving carpet there. I said I would contact SCS and get my £30 deposit refunded. He then said I could change the carpet to felt back and it could be glued down successfully.
He rang the store in Leckwith and explained situation and asked did they stock FELT back. I returned to the store at approx. 3;20pm and ordered and paid the balance on the carpet and was given a date of the carpet fitters visit which was Tuesday 5/11/18. The surveyor also advised that the glue was very strong smelling and as I had an African grey parrot she should be removed from the flat. That evening my partner Anna & I removed our stair carpet and landing carpet and cut it all up and bagged it into black sacks and took it to the local dump, a 2 hour job. The carpet fitters arrived on 5/11/18 and said they could not fit the carpet on the carpet tiles as it was too dangerous and the nosing on each step would tear the carpet and it would be a trip hazard. He said the Surveyor Jamie should never have given me this advice in the first place. I was very upset as I now had no carpet on my stairs and landing and had the Surveyor, who SCS had informed me was professional, done his job correctly and advised me honestly, then I would not have taken up my carpet and bagged it up for disposal. I am a pensioner and this has upset me more than you can imagine. The carpet tiles are unsightly and previous occupant must have decorated and not used dust sheets as they are covered in white and cream paint. I have had my money paid back into my bank and this was cleared on 7/11/18. I have had no call from the manager of the store and no apology whatsoever for the poor service from the Surveyor Jamie who has apparently worked for the company over 20 years and has made several cock-up's before this. I am very upset by all this and had to pay £45 to take my parrot to a safe place away from the smell of the glue in case the fumes affected her.

On 13th Oct. 2018, I placed the order for carpets with SCS in Aberdeen. At that time, they said that the carpets will be delivered and fitted by 30th Oct. On 29th Oct. I prepared the rooms for the carpets to be fitted, this means taking all the furniture out, taking out the fire doors which are really heavy and not easy to take out and then move all around the house. On 30th Oct., at 08:00 in the morning I got a phone call from the Joyner saying that he will come to put the underlay in the morning and then in the afternoon he will come to fit the carpets, as the carpets still haven't arrive and looks like the carpets were schedule to arrive in that morning actually in the day when to be fitted.
By lunch time around 12:00 I got a phone call from SCS in Aberdeen, saying that my carpets haven't arrived, the suppliers haven't delivered the carpets and the carpets are going to be deliver on Friday (2nd Nov 2018). Because the carpets weren't delivered in the day when was scheduled, my house was in a completely mess a very hazardous and unsafe environment to live in. I went back to the shop to ask them to cancel the order as the order wasn't delivered as was expected. They said that, no I can't cancel the order and the carpets will be delivered by Friday ( 2nd Nov. 2018). So, as everybody can understand they expected me to live for at least 3 days in a hazardous environment with the house in completely mess and putting my safety at risk. I am afraid there is an issue with this company in the way they operate and how they deal with their suppliers. I am not going to trust them or their suppliers anymore. I am pretty sure this is not the first time when the product is not delivered in time, but to compromise safety of your customers this is unacceptable. This will have to stop. I don't want anyone to go through such a stressful time or to have their safety put at risk.

We received our sofa just over three years ago. We only had it a day, it didn't fit together right went to the birstall store to tell them and they said it needed to settle in. Still dosent sit right. Had to have some one come out after a year because it stopped reclining, they fixed that. About 9 months ago we noticed a tear and lump phoned insurance not covered, got in touch with scs cost £75 for someone to inspect it they say it's accidental damage nothing they can do. We will send you a price list for the repair. We paid just shy of 3 grand ang its not fit for purpose.
What a load of rubbish. I am absolutely disgusted we paid for extra cover an nothing is covered.if your looking to buy a sofa don't go to these rip off merchants .

I recently purchased a carpet from SCS in Grimsby and I am not happy with the carpet that has been fitted, it is not as seen in store.

We advised the carpet ‘specialist' in store of our requirements, one being that the carpet was not multi-tonal (different colour depending on direction). He advised us of our options and we decided upon the ‘London Dove' carpet. We checked the sample on the store and were satisfied that it meet our requirements. Upon having the carpet fitted, it is not at all what we ordered. The carpet is very multi-tonal and we would like the carpet replaced with the same as the sample or similar.

I contact Grimsby SCS directly on this issue on Friday afternoon and was advised that the carpet specialist was on holiday but they would get him to call me on Monday to discuss this issue. I received no phone call yesterday and I tried calling the store 4 times between 4-5pm and no one would answer my call.

Maria listons get lost email!
In receipt of the numerous e-mails that you have sent to David Knight and I've also received an update on your visit in store today. The store manager advises me that you were looking to purchase a more expensive carpet, but at this moment you were unable to afford the additional cost.

Whilst I do understand that you are upset with the durability of your flooring I have reviewed the offers that have been made to you to date and can confirm that in my view these offers are entirely reasonable and in keeping with your rights as a consumer.

Should you wish to have an independent review of the offer that has been made to you, we are members of Retail ADR and we can provide you with their details. Please feel free to take advice on the offer that has been made to you, as we remain confident that it is fair and reasonable in all the circumstances.

In order to bring this matter to a conclusion we will be sending you the refund that has been offered to you, there will be no requirement to uplift your current flooring. This is in full and final settlement of your complaint. No further correspondence will be entered into, and I must insist that you cease the repetitive and unpleasant e-mails that you are sending through to our team. Your conduct is neither appropriate nor reasonable, and we reserve our position on this point should you continue to contact us in the current manner.

Best wishes

Marie Liston
I offered to pay cash once organises my money .
They are unwillingly refunding me the payment I made over TWO years ago
Because they refuse to let me choose carpet to the same value of the carpet I have down !

SCS Complaint
Head Office
45-49 Villiers Street
Sunderland
Tyne & Wear
SR1 1HA

Mrs Sharon Webster
11 Chapel view
Chapeltown
Ardglass
Co Down
BT30 &WT

Dear Sir/Madam

Background

I purchased a Sofa from your Northampton store in October 2016. The purchase cost was approx. £1800.00. In November 2016 I discovered the cushion material was flawed. I contacted the Northampton store and your aftercare department following an inspection from your accessor they were replaced. I was very happy with the replacement cushions.

March 2018
I once again contacted your aftercare department as I was having the same issue with the replacement cushions. The aftercare team informed me that an accessor had to check the cushions. After 3 weeks an accessor visited my home, inspected and took photos of the cushions. I was later contacted by the aftercare dept. who confirmed that the material was once again flawed and that they would endeavour to replace.

April 2018
The Manager of your Northampton store contacted me and asked that I visit the store to choose a replacement sofa. My husband visited the store (as I had subsequently relocated to Northern Ireland) there was nothing in the store of equivalent value that was appropriate. At this stage the store manager took the batch number & colours so that he could contact the manufacturers and request replacement cushions. The manger confirmed that the replacements could be posted to me as I had moved to Northern Ireland; I was in agreement with this offer.

August 2018
The Northampton store manager contacted me to inform me that unfortunately the manufacturer could not replace items as the material was no longer in stock and that if I wanted a replacement sofa I would be liable for the shipping costs as you do not have any stores in Northern Ireland.

I realise your company has offered a replacement which I was happy with but I feel that it has taken too long to get to this resolution (approx. 6 months) as a result I am now being faced with a shipping bill & the inconvenience of collecting the replacement from Scotland. I would like to add that I am in no way criticising the manager in your Northampton store as he has been more than helpful throughout this process; unfortunately he was just unable to provide a solution in a timely manner.

I would appreciate a response on how we can move forward to find a resolution to this issue? I am not in a position to pay the shipping costs or indeed to travel to Scotland to collect the replacement sofa.

Thank you very much for you attention a speedy response would be very much appreciated.

Kind Regards

Mrs Sharon Webster
My Contact details are
[protected]
[protected]@hotmail.com

until now wala hindi pa rin po nadating ung credit card konfrom bdonpero nag text na po si bdo na na padala na nkalagay po sa status cannot find ung address namin and na return na sa scs tracking no. po is [protected] Name: Erica L. Manocan Mobile No. [protected]/[protected] address po is 1225 W P INT. TOCLONG ST. TOCLONG KAWIT, CAVITE sana po maka reaponse po agad kauo sa concern thanks po.

To whom it may concern,

I have recently purchased carpet, vinyl and laminate flooring via finance on Monday the 17th of September.

The reason for this email is because we are absolutely disgusted and disappointed by the level of service that has been provided from SCS at your Uddingston branch. From start to finish there has been a catalogue of errors.

Firstly upon arriving in the store we were welcomed and introduce to a couple of the staff members and the manager came over to chat with us about why we should go with SCS for example how SCS have been voted by consumers as number 1 for carpets. We spend a lot of time going round other shops checking out the price etc, so after this welcome to the store the decision was easy for us to make. Now looking back after weeks of promised phone calls and nothing but hassle we regret ever choosing SCS and we will not be recommending SCS to anyone in the future, in fact I would actually discourage people from coming to SCS after our experience with the store.

We have bought a new build house which we have the floor plan for so gave this to Ian who was helping us with choosing our flooring. After telling him each one we wanted in each room a female colleague of his process the finance with my mother in law. Shortly after the finance had been processed and accepted Ian claimed that I didn't tell him what I wanted in the hall. I am certain I did however I could see he was stressed enough already so left it at that and informed him what we wanted in the hall. He said that he would wait until his colleague had been out to measure up to tell us how much the hall flooring would be because the price he had quoted may be slightly different. Ian asked me 3 times what flooring was going in the bathrooms. I informed him of what was going in the bathroom down the stairs, the bath room up the stairs and the en suite on each occasion. Then when I was leaving he asked me a fourth time. To which I told him again in detail.
Then later on that afternoon my partner received a phone call from Ian to say that the bathroom down the stairs was not included in the quote we had originally been given and that with the hall and bathroom that Ian had missed we would now be over £100 extra and could we come back into the store to revise the finance. So, we went back into the store and revised the finance and my partner double checked with Ian and other employees of the store that all the bars for the doors and beeding for the laminate in the hall had been included to which he was assured it had been. We were advised someone would call us the next day to arrange fitting of all the flooring.

Tuesday and Wednesday passed with no phone call from the store to advised on fitting. My partner then called Thursday to be told by Ian he does not know why no one has called us back and that he would get someone to call us tomorrow. So, on Friday my partner received a phone call from Graham to say that the living room carpet was out of stock and could we come in and pick a new one. Why it took 5 days for someone to contact us to inform us of this I have no idea. We went in later that day to pick a new carpet for the living room with Graham. As we still had not heard anything about the fitting we asked Graham, who informed us he had a good relationship with the carpet fitters and would try to get us Friday 29th Sept in the afternoon as we were unsure what time we were getting the keys. Graham said he as it was Friday he wouldn't know until Monday if the carpet was in stock so would call us first thing Monday morning. While we were in the store again my partner asked Graham to double check again all the beeding had been added, and to our surprise he informed us that it hadn't. So as I'm sure you can understand by this point we were both starting to get annoyed about all the errors. Graham kindly said he would get it added on to out order free of charge.

Monday morning had been and gone and still no phone call from Graham. So, My partner call the store to be told by the receptionist that Graham was really busy dealing with costumers as it was September weekend and that he would call back this afternoon. By 7pm we still has not received a phone call from Graham, so we made yet another phone to the store to be told Graham had finished for the day and it had been very busy for him so he couldn't phone us and will phone tomorrow. We are absolutely appalled by the fact that quite evidently new customers have been put before us. You already have our money so why would we be treated the same as a new customer?

It's now Wednesday before we get confirmation that the carpet is in stock and the fitters will come on Friday if we call them when we get the keys. We had also been informed that the laminate for the hall is not is stock and the supplier will contact us directly. My partner had then said no we are dealing with SCS not the supplier. We were then told we would be informed when it was in stock.

Friday the fitters come out and get to work. When they started one of them came and asked me which carpet goes in which room. I'm actually shocked by this as I'm assuming SCS would have provided some kind of instruction. Anyway I informed them of what went where. Then just as they are almost finished the carpet fitter comes to me to say that SCS did not inform him we had purchased different bars and he had already put standard bars on all the doors. He did offer to change them to which I initially said yes and he had said he would show me the ones that had been fitted and said that they were standard. At this point I told him just to leave the ones that were down. I informed him that I had paid for the other ones and would be contacting the store to make a complaint about the fact they didn't inform him that we had paid extra for these bars. After the fitter had left I tried to get a kick board/grill back into place- as I had been informed by the fitter it would just slot into place, which it did not and now I am going to have to pay a joiner to come out and put it back on.

So, fast forward to Monday the 8th October, after several phone calls we still have no word on the hall flooring. Margo from the store called my partner and arrange the fitting on the hall floor. Margo had said to him we would get the flooring down and then discuss all the issue we had after that.
I actually spoke to Margo as well and informed her about the bars and told her I wanted a discount as we had paid £19.99 for the bars and were fitted with £7.99 bars. She had said she would talk to the carpet fitter and get back to us. Margo then called my partner to confirm when the hall flooring was going down and say the carpet fitter would call us to arrange a refund for the bars. When the carpet fitter called and spoke to my partner he had said to him that he could pay the money back to us and that he had never fitted to bars to any other SCS customer. So, basically we now believe we have been mis-sold the bars as no standard option was shown to us. I am discussed by the fact the SCS, a corporate company would expect the carpet fitter to pay us money back. He is a small business no where near the size of SCS.

The hall flooring is scheduled to be fitted on Friday the 12th October. Two weeks after we got the rest of the floors fitted. And guess what? Friday the 12th of October my partner got a phone call after waiting in all day ( when he is supposed to be working!) to get at 4pm to say that the fitter can not make it today! When calling the store to complain we got the its been really busy chat again!

I have 2 young children who have been having to walk around on concrete floor for the last 2 weeks and my laminate in the down the stairs bathroom is now starting to come up as there is nothing in place to hold it down between join of the 2 rooms.

To surmise:

1. Not only 1 room but 2 were missed off the quote resulting in us having to pay more than initially advised
2. After checking several times, beeding was still missed from quote
3. SCS evidently prioritize new customers over existing
4. Not all options had been given to use regarding floor bars
5. Complete lack of communication between SCS and the carpet fitters they chose, which resulted in us being supplied with bars less than half the cost of the ones we paid for
6. Numerous promises of phone calls which we are still waiting for
7. I am going to have to get joiner to fix kick board/ grill which no longer fits- costing me more money again!

As I'm sure you know buying a house is already a very stressful time. One of the reason we chose SCS was because we believed it would be easy for us to pick what we wanted and to get it fitted. But if I'm being completely honest this has been more stressful than the actual buying a house part. I will never use SCS again due to this experience and I honestly have no idea how SCS as a company got voted by customers as number 1.

At this point I have reached boiling point and I will 100% be taking this further!

I look forward to your reply, hopefully shedding some light on the reason we have been treated the way we have and why so many things have gone wrong.

Regards
Claire

Sofa arrived later then expect told 4 weeks it took 6 but never mind. Legs incorrect colour, 1 leg broken and sofa not in the correct style. Although the lady on the other end of the phone was very helpful and apologetic, there was nothing she could do until her manager was back on Monday. Sent photos to prove incorrect style. My complaint after all the phone calls was the manager did not call me back after being told by the helpful staff he will call back shortly. When I finally got hold of the manager and complained that he did not call me back to be told he cannot speak to every customer. Wow didn't know you get that many complaints. I understand you maybe busy sir and sorry for interrupting your day, I wasn't asking for a lead time I was complaining about my 900 pound sofa which I paid in full 8 weeks ago was broken and incorrect. I expect out of common decency to receive a call from the manager as there was an unhappy customer, I wasn't mad until I spoke to him where he stated he empowers his staff to deal and make decisions, well I think you clearly forgot to advise your staff that they can make decisions. I understand how difficult customers can be, but I don't tolerate being ignored, and maybe you are too busy, but a late delivery, let the staff deal with, a completely wrong order follow it up that's why you get the money and title of a manager.

Purchased a sofa and the leather is pealing. They have admitted to a manufacturer fault and they placed a replacement order but after 9 weeks of waiting we called back to find out how much longer. We were then told that it was discontinued but had not notified us. Now they are wanting to refund minus 20% usage which we feel they should replace the sofa with a new one after admitted it's a fault and they will have been credited from supplier.

I ordered a corner sisi Italia leather suite from the Aberdeen SCS store on 31/03/18.Order number ZM408544. It was delivered on 15/06/18, the recliner was on the wrong side, stitching missing from the top back of the couch, large gaps between recliner and corner section and recliner sitting noticeably a few inshes forward from the middle section. I phoned the Aberdeen store to explain this, took photos and attached to an email for the manager to see, who agreed it was faulty. I explained i just wanted it collected as soon as possible. I was informed this was not possible. I then had to wait on an upholsterer to visit the house on 17/07/18, who asked why he was there, i had to explain that he had to do a formal report and send to scs, which he did and sent by email on that day. I then had to wait until the manager of the store had read this, i phoned on a number of occasions to the store to see if he had read the report. Finally after some weeks, it was confirmed the couches could be collected. During that time i even drove the 220 mile round trip to see if there was an alternative couch, which there was not. I stated to the manager i did not want a payment coming off my bank account, he replied i had to phone the finance company to put a hold on the payments and could not cancel the agreement/finance until couches collected. I phoned the finance company who stated it is SCS who have to phone to put a hold on payments. I had to phone SCS again to explain this to them, which the manager should have known anyway. He advised me not to rush into a decision to cancel my agreement and take my time to decide, no doubt as the store would have lost the £3000 sale. The communication with me was extremely poor, i had to phone on numerous occasions to find out what was happening, and could not order from another store until these faulty couches were uplifted. Finally, they were uplifted on 28/08/18, ten and a half weeks after first being delivered. the process should have been alot smoother, better communication from the store with me also. I phoned the store the day the couches were collected, to advise them to cancel the finance, it still was not cancelled by the following week. Again i had to phone the store to ask them to do this, i was told they had done, but the finance company said they hadn't. The whole dealings with SCS was awful, some staff were pleasant on the phone, but the organisation and delays horrendous.