SCS
Reviews and Complaints

Store - Cribbs causeway Bristol

Trying to chase delivery of accompanying cushions for the 2 ex demo sofas purchased in October.

Have sent numerous emails to store - recived one reply from. Helpful colleague who said she would ask manager rob to phone me. He hasn't. I have since sent another 3 emails stating that he hadn't contacted me - no response.

This is the same manager that never replied when we had issues with our delivery date - he told us it would be a week as it was a store item, then we found out it was the week after when we were on holiday. We were them told scs were unable to store sofa. Finally we arranged for elderly parents to receive delivery whilst we were away.

All we want is our cushions delivered as promised.

Thank you

I been waiting for the last two days for someone to do measurement no one bother to call me and inform me I put £100 deposit I would like back and go ad order in other shop where they care more about customer service I didn't go to work today because I was told 100% someone coming today because they didn't make it on Friday I order in Slough store if someone could contact and ask what's going on

I was due to have my carpet fitted on Friday 17th November and after being 2 hours late it turned out to be the wrong carpet! The carpet was put back in the van and my husband and I went straight to our Wrexham store to sort this out. We spoke to Ian who basically told us that these mistakes were not made and they would have to prove that the carpet delivered was wrong before they could rectify it. That left ya with an empty living room and out furniture scattered around the house. We were told that the carpet fitter would bring a sample to store to compare to the one we ordered (if he had time) I am still waiting for the carpet fitter to go to the store and I am constantly ringing for any information about my carpet, they say they will ring me and they will order the new carpet as they have received photos of the wrong carpet and agree it's different then I was told I would have my carpet fitted this week and some kind of compensation! I have had to go to store yet again today as no one had got back to me and the Manager Vinny wasn't a bit interested in talking to me just fobbed me off to the girl on the desk to whom I had to explain the whole sutuation again and I was told the carpet has not been re ordered and they still waiting for the sample piece and as Ian had mention compensation to me this was a shock for Vinney as his face said it all, basically no chance! I am so frustrated and feel so let down by these guys! We have also ordered sofas that we know won't be delivered until January but we changed from a 3 seater to a 2 seater and was told we would be refunded £10 price difference rather than changing paper work but we are still waiting for that too.. my husband just wants to cancel the whole order but I would like my carpet and sofas, can you please help and get something sorted..Regards..Tracy Evans [protected]

I ordered a living room, stairs carpet and kitchen vinyl to be fitted on the 25/10/17 when the fitters came the wrong colour stairs carpet had been sent I have contacted scs giltbrook several times to sort the mistake to only be fobbed off by saying the carpet manager will return my call which never happens I have been to the store to rectify the mistake and been told that the carpet will be exchanged for what I originally ordered, this however has now been 4 weeks and I'm still no further in getting what I'm paying for I have since phoned several more times to be told my call will be returned and yet nobody ever does return the call with any kind of information

this company is a complete Joke

They deliver to an elderly couple (one with Alzheimer's) a paid cash for three seater and two seater sofa, the two seater is damaged from poor handling (it looks like its been dropped)
they cannot do anything until the "customer care team" send someone to look at it in three weeks, this will determine who liability it is clearly not the buyers as it arrived In that condition.
Can we have a replacement them please
No not until the Customer care team look at it
Can we cancel with 30 days as per consumer rights
No its in our terms and conditions cancellation not possible now its delivered into the house
But your driver insisted it was left and got a signature from an Alzheimer's pensioner
Our conditions say you should make a responsible and capable adult sign for the delivery and clearly you didn't

So here we go legally... customer services title is a joke along with the staff at Bristol Cribbs Causeway as its not their problem anymore they just sell the items !

don't touch them with a barge pole

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.

At first, nothing boded trouble. I and my husband came to their store and chose a sofa. I regret we didn't organize our own delivery and used their standard one.
We were at the store in the beginning of September and there's still no sign of our sofa. Contacting their customer service is useless, no one answers: be it email or phone. We have no opportunity to visit the store again because we live far away from it. And I wonder whether it makes sense or not.
What do I want to say?
Don't order from them. Seem to be unreliable ones. Took our money without giving anything instead. Beware!

Just recently purchased a Lazyboy settee and chair from the Wednesbury store, and spending £1500 and waiting 7 weeks wait for delivery, on the day of delivery the delivery driver informed us that he would not bring up the items.
up the stairs due health and safety, and informed us that the settee would have to go back and be dismantled by an upholsterer for him to take the back off, and for this service I would have to pay £120...One week later the upholsterer returned with the settee and chair for the settee to be re-assembled .I would not recommend this procedure to anyone as it is never the same once this has been done.(This was recommended by the in store salesman and manager ans stated it would be better than new).
After a couple of days we noticed several things wrong with both items, they looked slightly odd as they had been overfilled and looked and felt lumpy
nothing like the one we saw in the shop.also the several staples sticking out
which were very dangerous.
after making a formal complaint to the store and head office, we had a visit from one of their technicians to confirmed and agreed that it was faulty,
I requested a full refund as it was on 3 weeks old, the management seemed
very reluctant to do this and offered us a replacement ( No way ). But I insisted on my rights to a full refund, finally they agreed and I got that after about 2 weeks.
Lessons Learnt I will never buy anything again from SCS..

I'm very disappointed in the service I received from your delivery team. 1st of all we were told they would be 8-10 weeks to be delivered which was fine and we selected the option for early delivery is they were made quicker than expected, they took less than 2 weeks. We expected maybe a week early not 8 weeks early so we basically had to sell out old sofas which we bought off you 2 years ago really cheap as we only had 5 days to get rid of them! I know we selected early delivery but come on within 2 weeks of purchasing them and them being delivered it was really stressful for me and my wife. However they were delivered, we bought a corner piece off you which only came in 2 pieces. 1st half came in easy however the longer part couldn't get in. They asked me how we got the other 2 old sofas out and I said my brother took the window out and they told me to contact him to see if he can come take it out. I called him and he had to finish work 1 hour early to take the window out. At this point your delivery drivers were telling me to fill out a trust pilot form out as they can both win £25 baring in mind the told me to put anything in the form, then one guy laughed and said we are telling him to fill this out and we havent even got his sofa in. The one guy was just saying he can't wait to go to the chippy as we were the last drop. One of the men said your brother is a glazer is he and I said no he's a carpenter but can do that. I really don't understand why they can't take windows out themselves? So my brother had to finish work early to clean their mess up whilst they went to the chippy. I rave about you and recommend you to everyone, even my mother in law bought a sofa off you not so long ago but this hasn't been a good experience.

Where do I begin
Date of purchase 29/05/17 delivered 29/07/17
Purchase of3seater sofa, 2 seater sofa &1 standard chair of JCSDurham Herringbone ata cost of £1650 supposidly with medium oak arms on receiving these standard chair was OK in medium oak, 3 seater was in dark oak, 2 seater was in medium oak legs with dark oak arms .Dont know how quality control passed these.After complaining received a letter stating upholsterer would be coming out to repair in situ.Totally impossible .Whole lot of these were finally replaced on 6/10 /17 with no problems.
Now to dining table &4 chairs, table was no problem but the 4 chairs only had glued joints and worked loose straight away .Told to use them till replacements were got but during this period one leg snapped off with daughter in law ending up on floor, which could have been worse .Eventually replaced on27/9/17 but delivery men were only given 30 minute slot to dis, mantle old table, un-load new ones bring into house take packaging off and build new table up with manager keep contacting them to see what was happening
All in all customer service and complaints to management is very poor and would advise to shop elsewhere

Pillows sunk in on themselves very quickly. Sent a guy out. Said it was wear and tear after about two months...yet the other 5 were totally fine. Zips broke on all four seat covers and was so much fraying. We bought the insurance as we were told that if we didn't use it in 5 years break it and we will replace it, just blame it on the kids...my friend was also told the same thing from the Colchester store...they are now denying they said that. I have a hole in the back where the material is so thin...obviously this is all wear and tear...apparently...the wood frame has come forward and if pillows are out of place, you smash yourself on it. All departments are AWFUL and put everything down to wear and tear even after only having the sofa about two months. My sofa is treated with respect so these things should not just happen

We purchased two sofas and a stool and took delivery of the suite on Wednesday 6th September. The delivery team arrived and could not get the larger sofa into the and on the way in they hit our stair post knocking off the corner causing damage to it and then they damaged the architrave to the doorway. What they did not know is that I work for a furniture company myself and I had to ask them to remove the feet off the sofa and it would reduce the height of the back as they said the smaller sofa would not fit either, so I told them the sofa would fit as it was not so long so could be stood up and with the feet off can be turned through the doorway opening. They did this and the sofa went in with no issues, however they had already done the damage with the larger sofa as I thought they would not have to be told that the feet need to come off. I signed the form for the delivery and marked down on the form about the damage caused. When they left I contacted the store and told them, they asked for some photos that I took and emailed them to the store. I called the store the next day to be told they had not received them, this was the first lie of many. So I resent them and they called me back to say they had received them and he would forward the email to the distribution manager. After a few days I called back as I had not received any calls, so I was told he would call the manager and get them to call me back, this happened on several occasion and still no call. So I asked to speak to a manager on the 13th September and he apologised for the poor communication from them to me and he would chase it up, after a couple weeks more of no action and broken promises I called the store again to be told the manager was not in, so I asked to speak to the salesman and I was told he had gone home and the receptionist said she would get someone else to talk to me and to my surprise the salesman pick up the phone, so I enquire to how he was at the store when I was told he had gone home, he made up seemed to make up a story about he had but came back and they had not realised, so I proceed to ask him why I have had no phone calls back from the store or the warehouse and he apologised and said he would chase it up and he would call me back in 30 minutes, this did not happen do after two hours I called him back and I asked him again why he had not called me back, he said he had and he left a message, so when I told him not to lie he then said I thought I did and then he finally said ok I did not, so he said he would call her straight away and call me back straight away as he needed to speak to the warehouse manager, so I said ok and I will wait for his call, about 10 minutes later he did call me back and this gave him some thinking time to come up with a excuse about his lies earlier, he said he was dealing with another customer two and he left a message on the other customers phone and he thought it was me. I realised this person could not be trusted to be truthful so aim having to deal with the carpet manager about a furniture related problem. I have since phoned the service care team and was told that they now need to send a email, so when I asked her why this would this make any difference when emails have been ignored for a month and how can she make sure they respond I was told she cannot do no more and to call back tomorrow if they do not call. I think they should be chasing this complaint up now and not me having to waste my time and phone calls to lots of different places. I would never use them again and still waiting for a call. You can tell how good a company is when things go wrong and the way it is dealt with. This is probably the worst customer service I have received

I have never seen something so innapropriate and stupid. The delivery for a sofa I ordered 12 weeks ago and even after the delivery being late for 6 week today the person delivering turned back because apparently it would not fit. I have fitted bigger sofas before and it is not my fault if they are so unskilled and incompetant. If their brain doesn't work what can I do?

I am not normally a person who complains but today I received my order that I placed in store. I took advice from the sales man who was very professional, I explained that I lived in a flat that had two flights of stairs and that the door way was awkward, he convinced me that a recliner would be the better option as the delivery drivers would be able to get it in easier, I trusted his advice although I wasn't looking for a recliner or even a sofa I was actually shopping for a bed! When the drivers arrived today the first thing he said was that he needed to check the entrance of my flat to make sure the sofa would fit, he wasn't convinced but he went to unload, him and the driver struggled up the stairs I could hear them moaning about how heavy it was & that they should have refused to deliver it, I started to feel awkward they brought the sofa in at the wrong angle & almost couldn't get it in they just kept saying the sales team have no idea, I tried to say that perhaps they should spend a day with them so they realise the struggles they turned this back on me by saying you should have measured and did I realise how heavy the sofa was I just kept apologising. In the process of the struggles they marked the fabric I rang the store and briefly explained about the drivers and their struggle the gentleman I spoke to was very nice but he just focused on the mark on the fabric he has arranged for the aftercare team to contact me which is good but he missed my point I am really not happy with the level of customer service I didn't receive today I am going to be paying a lot of money for this sofa and they have completely taken the shine off it. I am doubtful I will ever shop at SCS again due to this incident!

we needed additional carpet for landing and it took a week for the flooring guy to respond i to my phone calls which I made everyday as I wanted it done same time as the stairs. Very poor customer service passing the blame on each other rather than manning up and saying we made a mistake. This was my first and last purchase from scs I would never do any business with them or recommend anyone else buying anything from them. A good business needs to treat their customers with a bit of respect and scs staff need to have some dignity.

Bought sofa in Dec broke in January had to fight for replacement got it in June after a month it started to creek all time and cusions lost all shape phoned them they sent out a gut he stuck 2 wedges of wood in it he left it still creeks you should see how badly it's made none of cusions line up either and he admitted my sofa was made in China phoned head office she said needed time to sort it out I gave her till Thursday got no phone call tryed phoning emailing but received no answer that was 3 days ago I paid 1, 600 for this sofa saved hard for a year I'm so depressed about the whole thing

Scs heres a picture that yous lot delivered to our house already damaged we only noticed it 25 days after yous delivered it to us then yous worm your way out it if you think for one minute your getting away with it think again. How do you think you have the right to come out and bodge up our frame that yous have amited to as being damaged in transit we lost the case in your all because you bodged it up and your shady leagal team but i not bothered about being out of pocket 300 pounds court costs because il do much more than that in damage to yous .I put it on twitter for all to see face book and papers are next for yous

Purchased a corner sofa from you and when it came all the cushions where different sizes an shapes, with in 6 weeks there was hardly any cushion left, made a complaint and they sent a man out to repair it! He said wernt enough stuffing in some, so he ripped cushion open an filled some with more foam, making the cushions he fillies different from the rest, he also left the cushion all open so that I now have all the stuffing coming out of it, I'm not all all happy with this situation, I've had 2 people out to repair it and my sofa is not yet 6 months old, it's disgusting the way I've been treated, and if it's not solved I will b contacting trading standards

Me and my husband visited your Colchester, Stanway store yesterday at around 7pm to look at sofas we had seen online that we were very interested in. When we arrived we were greeted and I mentioned that we will most likely be ordering and how long does the ordering/finance check take as we didn't want to be holding anyone up! I was told that this only takes around 10 minutes which we were relieved about so we had a little time to make sure we were happy with our choice. When the lady walked past us looking at the sofas, we asked to confirm the offer that was on 'Nothing to pay for a year with 4 years interest free credit' which she responded was incorrect and we were reading it wrong. We were a bit baffled by this and decided to think for a little longer. At around 7:30pm we decided we definitely did want to choose the sofas. We spoke to the same woman and she came over with relevant paperwork to go through confirming fabric etc and asked about upgrading to foam which we already decided we were going to although she was saying there wouldn't be any point in not going for the foam as they just look rubbish and saggy almost straight away - we did this was a little odd putting down the product but we looked passed that. She then gave us leaflets to the aftercare to look through and went through what it covered to which we responded 'no thank you', she continued to try and sell it to us and said 'well if you're wanting to choose the finance option then you're skint so you should get the aftercare in case the sofa gets damaged' we were mortified and embarrassed by this point. We asked if she could check the finance offer just in case to which she then brought out another woman (possibly the manager). She first tried to also sell us the aftercare to which we carried on saying no to. The manager then said 'you do realise then that if you go and spill something on your sofa the day after getting it then you are still going to have to pay for it and it'll be tough' in the most patronising tone. We then discussed the finance option and the manager said that they can only do it if it's responsible lending and it's only in rare and special circumstances they can do this. (Why are banners of the offer plastered all on the website and around the store in this case?) She went on to say 'you might as well just start paying now... what's the difference between your finances now and years time. If you can't afford it now you can't afford it then'. I was at this point feeling very upset and belittled. We said that the difference was that we have just brought a house and we have a couple of loans that will be cleared in a few months time. So after 25 minutes of being looked down on by two of your staff they said 'oh we've got to be very quick signing you up now we only have 5 minutes'. As much as I did not want to buy from people which such disgusting customer service, we really did like the product so bit our tongues and went ahead. We did 4 years in the end without the year free. We did want to go for an aftercare package but we were rushed and thought that if this is how customer service is with this company then would we want to be paying more for no help and more aggro. My husband did the finance in his name and he was made to rush through the terms alongside two members of staff fighting over the computer trying to rush everything while huffing and puffing. It was all accepted and was told we would get a phone call today to take the deposit of £59 as an different card machine was coming although we are still waiting for that phone call. We were both very upset and disappointed by this and I can honestly say that I have never received worse customer service or been made to feel so small before and I am thinking that we probably should have just stuck to another large company that we know and have used without problems in the past.

5/9/2017.. Looking for some advice please . Been into small claims courts today against scs. And lost our case, cut it short we bought a new sofa off them august last year after 3 weeks i noticed something was wrong with the one side .Got in touch with scs they sent out there repair man who took it apart and said the frame as snaped goes out to is van gets a peice of timber cuts it to size glues screws it back together puts it all back again fills in is report and wrote down it was done in transt mishandled. We told scs we wanted another setee they said we repaired it and case is now closed and offered us 100 pounds .Goodwill jesture.We refused it as we did not want to buy a bodged up suite .Judge ringer threw it out because we accepted the repair .We were not aware that we accepted a bodged up repair thats the end of the matter i want to take it further its already cost 285 pounds but its a princable matter so we just paid 1900 pounds for a bodged up suite that was made in china by chepo wood .Top and bottom do not let them repair your suite thats it, is there anyone out there who can advise us on our next move .We are going to get in touch with a barrister next as i feel going into a small claims court was not the answear judge ringer seem to take the easy and quickest way out specially after spending over half hour out side because of a fire drill one was running late, they fine while takeing your money but soon as it goes wrong all you get is have you read the small print