SCS
Reviews and Complaints

Will not be ordering from SCS Wakefield again. Ordered a bedroom carpet and underlay on 18th March, my parents took time off work to accept delivery on 31st March for me and had to reject the carpet as it was a different colour to the sample in store, it was white rather than grey even the fitters didn't think it was right. I complained to the store and they said they would order a new one and I initially was told that it would take over 2 weeks for a new one to be delivered as it came from Belgium, this lead time was then reduced to 6 days on 3rd April when I asked for a refund as I could not wait that long. Today the carpet arrived and it was the same piece they originally tried to deliver. When I finally was able to speak to the manager of SCS Wakefield he said he could not arrange a refund as the carpet had to be inspected, I explained that I needed refunding immediately as this matter had been ongoing for weeks and I have been unable to move into my house, my bedroom furniture was due to be fitted on 1st April and could not be as it would need to be attached to the walls. I sent the manager pictures of the rejected carpet and went in store to speak to him. Although it was clear the carpet delivered is a different colour to the one advertised on the website and in store, the manager would not admit that the carpet was faulty, he said a large piece would look different to the sample in store, this is ridiculous and should be explained at the time of ordering. If SCS think it is acceptable to deliver a carpet which looks completely different to what they advertise this is surely a breach in trading standards. It's been several hours since SCS Wakefield received my complaint, it seems the store manager does not have authority to issue a refund despite the photos I provided, we are waiting to hear what their surveyor says, I need this matter resolving quickly so I can purchase a carpet elsewhere.

I am fed up now I have had 2 sofas off you and both have been repaired 3 times each I want a refund and stated this on the customer service line This is 2 sofas in 6 months a joke the sofa was repaired again on Thursday now Saturday and the problem is back again if I don't a refund I'm am going to seek advise of a consumer group, please get in touch with me on Monday morning our I will be going to seek advise elsewhere

We purchased a lazy boy 3 and 2 seater electric recliners and was delivered on the 19/12/2016 and paid £3, 600.00 for them in a grade A leather. In January the leather started to shrink to the stage where it can away from the back of all the sofas. I reported the problem and had to wait 4 weeks for a assessor to come and inspect. I put on the reports that I would like a refund but have been told as I have had them longer than 30 days that is not an option and they will repair. Have spoken to trading standards and lazy boy direct both to no svail. Avoid SCS AT ALL COSTS they are selling sub standard furniture and getting away with it.

Complained many times and passed from pillar to post. Wish complaint to go higher than Store bought from and also SCS head office in Villiers Street. I have e-mails that were sent to store and head office but have been ignored. I am utterly disgusted by the treatment I have received and the contempt of the Livingston store manager. They seem to think that because of the length of time I have been persuing this that I am going to go away but I wish to follow this through. I can forward copies of e-mails if necessary.

Myself and my sister visited one of your stores today.cardiff gate. My sister was looking to purchase a 2 seater sofa. On arrival we was greeted by a gentleman who was very friendly. We asked if there was a lift as he could see my sister is severely disabled and is a wheel chair user and she would like to see what was available. But we was told no theres no provision for disabled.. this made my sister very distressed and she was so embarrassed. We decided to have a look around being as we had drove from.Newport. I had to move furniture out of the way to enable my sister to maneuver around the sales floor. She did make a purchase as she is desperate for a sofa. Being disabled is hard enough to cope with but when you cant even look around like others can is so degrading. To be honest its upset me to see my poor sister feel useless n worthless.the staff was all fab and couldn't apoligise enough.

We bought these got delivered 1 DEC 2016, we rang them after a couple of days to say footstool was faulty and twister chair cushion went flat and material faded, they came out 21st DEC, adjusted material on footstool and said twister chair is wear and tear. We rang again, again they came out, he wouldn't look at twister chair cos he said its wear and tear and said he was ordering a new cover for footstool. We are not happy with this service, we have complained to the store and service department. They were supposed to get back to us within 72 hours which was last Friday 24th February. We have not heard back from them. We want a full refund or we will be looking for legal action.

My new suite was delivered to my property on Friday 19th.
The delivery team were able to place the chair and 2 seat/ blue tooth unit into the designated room but were not able to do this for the three seater.
My partner was unable to contact me as I teach and then went straight to the hospital to see my ill mother.
He signed the paper work to say that the suite had been delivered but was left with a sofa sat on the drive outside . He eventually managed to contact me and I rang the store.
I asked what happened when the sofa could not be placed in the home. I was advised that this was in my SCS pack and was read the conditions. One of the options was that the delivery team could take the sofa back and we would have 10 days to reorganise delivery. I accepted that I had signed for this but my partner had not been given this option. The lady on the telephone was unable to offer any help so I asked to speak to the manager.
After several phone calls S told me several occasions that the sofa was in my hallway. I explained that I do not have a hallway and needed help in getting the sofa into the house. He said he had contacted the warehouse and tried to contact the drivers but all the vans were now locked up and the tac o graphs would not allow a driver to come and collect the sofa to give me time to organise a different access to the property. During these conversations S on several occasions asked me what the problem was as the sofa was inside. In the end I asked him very firmly to stop telling me this as he was accusing me of lying as I had told him it was on the drive way.
I arrived home at 9pm and took photographs of the sofa on the drive.
As the weather forecast was rain my partner and I had to get the sofa inside the house which with some help from family we managed to do. Once inside the property we measured the dimensions of the chair which are the same as the sofa so we were puzzled as to why it could not be put inside. (My partner did not see how the other furniture had been taken inside)
The next morning, Saturday, I received a telephone call from S2 asking me what the problem was. I went down to the store to speak to him. He immediately sent for the manager S who lent against the customer services desk listening to the conversation.
S2 listened to my complaint and apologised he agreed that it couldn't be left outside. I explained that we had managed to get it into the house. I explained that I was not happy being told that it was inside when I had photographs to show them where it had been left. I accepted the documents that I and my partner had signed but asked why wasn't the option of taking the sofa back offered. At this point S interrupted and came to join the conversation. S and S2 said they would contact the distribution manager to ask this question. I was then informed that on the previous night it was not the suite delivery manager that S had conversed with. I agreed to wait for the distribution manager to contact me.
I spoke to the distribution manager on Monday. We had a conversation about how the other pieces came in but not the three seater and how we were not offered the option of returning the sofa to give us time to re-think access. He also apologised. I explained how I was cross at being told on several occasions that the sofa was inside when it was not. He said that there were some training points and he would speak to the delivery crew on Wednesday and then report back to the store manager.
On Thursday I emailed the store about my complaint asking for someone to contact me.
I received a telephone call from one of the administrative team who asked me what I was complaining about and that the system said it had been delivered and had been signed for therefore there was nothing they could do. I briefly explained that I was not prepared to go through the whole story again and wished to speak to the manager. She asked what I expected them to do. I said I wanted to request a refund of the delivery cost and a written apology for being accused of lying that my sofa was on the drive ; leaving me with a very difficult situation late at night .
I was informed that neither S or S were working until Saturday.
After this call I emailed the store photographs of the sofa on my drive way. I explained that I would not be called a liar again and asked for the photographs to be shared.
I have received a telephone today from S. He was very dismissive about the complaint and said it had been closed. I asked who had closed it and why? He told me that it had all been sorted. I told him that I had sorted it not SCS. I asked for a copy of the complaints procedures several times as I was being told I had nothing to complain about . I explained that the company had to have a complaints procedure. After some discussions with a female S gave me an email address for the head office. I explained this is not what I asked for I wanted a copy of the complaint procedure emailing to me. He said he had worked there 19 years and had never seen one.
I find this totally unacceptable. He then went on to say that I would not get a refund or compensation. I said that I never asked for compensation. Yet another fabrication.
My partner was listening to the conversation and took the telephone off me after S had been so rude towards me.
During a heated conversation S said that he would email a complaints procedure. My partner explained that we were most annoyed about being told we were lying. S then said that I had lied to him. At which point the conversation ended as we are not prepared to listen to that again.

Donna MacKinnon

Order made for sofa and chair on 3/1/17 with delivery scheduled for week commencing 27/2/17.

Now I am advised that delivery is going to be the week after and this is not acceptable.

I have been without anything to sit on for several weeks while waiting for delivery.

I have been checking on delivery dates regularly and have been advised that this is on schedule and now today 24/2/17 I'm told another week.

In June last year I ordered carpets through your Cambridge store for my home, when the purchase was made the store was fully aware that we were only ready for delivery of x2 of the rooms so agreed to only deliver x2 and fit them.

On the day that the x2 carpets were to be fitted a mistake was made by the employee who measured the house and x1 carpet was delivered in error and we had to wait 1 week for the other room to be fitted. The incorrect carpet that was delivered was then used to fit a small amount in my hallway.

The fitter then took that carpet back to the warehouse.

We are now ready for fitment of that carpet, when my partner called SCS Cambridge to fit the carpet she was informed that SCS don't hold carpets for clients. This was a surprise as it was agreed when we purchased the carpets for our home. We overcame this issue (I think) but when we requested the carpet to be fitted we were informed that the carpet couldn't be located (in December). In January we were then informed that the carpet was found and we could book delivery, on the day of delivery we were called by the fitter informing us that the carpet couldn't be located. We then called SCS Cambridge, we were informed over the phone that it was our fault and that the carpet is lost.

As you can imagine I feel completely let down by SCS and hurt that one of your employees could say this, not to mention I now don't have a carpet for my house.

Understandably I would like this to be resolved by SCS as I cannot see how this could be my liability.

The SCS Cambridge store have now informed us that there is nothing they can do.

Mike

Brought the sofa in November 2016, Deliverd in December 2016, The delivery men brought in the sofa and they damage my door trying to get in in. And worst than that they split the leather on the arm of the sofa. I was asked to sign that every thing was alright at that time which i did sign as they did not give me any time to check every thing, As soon as they were out of the door i had a check on the sofa and i saw the rip, I ran out side to tell the delivery men but they drove off and they did not hear me calling them back. I phoned SCS straight away and was told they would send some around to my home to check the sofa, A man from SCS came and had a look and told me he would be back to repair the damage, since then I have contacted SCS many times and was told head office would contact me. As to date no one has contacted me to come and repair my sofa, As to the damage they done to my door they told me that i could have done that myself. we did not! I am 66 years old and my partner is 83 years old, Please can you help us, Thankyou.

Awful. Avoid if possible.
Ordered carpets for delivery. A week before called 3 times to make sure all details held were correct (keys had to be returned for old property on the same day) and told 'yes all fine the fitter will call on the day to let you know when he is nearby'. Delivery day comes all wordly belongings on the removal van. Called the store at 10.20 'the fitter has the carpets and will call when he is close by'. 2 pm called again 'he has been to the property twice and was unable to deliver as we dont have contact details for you' no apology for the fact I had called to check my details were correct!. Get hold of the fitter who said he called the store at 10 to let them know they didnt hold contact details and couldnt re deliver until 2 days later!. Why didnt they ask me at 10.20?
Complaint in to customer services and cheif exec. My husband received a phone call fr regional team with an apology and admittance of their failings. No compemsation for his loss of earnings for a days unpaid leave he had to take for re delivery, the temporary accomodation for the 2 nights we stayed in a b&b (son is young and whole house was bare floorboards), or even a gesture of goodwill. We have been left out of pocket by their continual errors and bad customer service. With two weeks left until payday we have been left in a very vulnerable position with only an apology! Written back again with no resolve. Posted this to their facebook site for it to be removed. I am not done and will post my experience to every site I can find!

Avoid avoid avoid. Bought 4 years ago issues with it being fixed and had a manufacturing fault. 4 years old scs reckon it's at the end of its life yet offer a 10 year guarantee. Either get it on credit or pay a deposit over 100 at least you would have some protection and rights. Not membe of the furniture ombudsman. Please don't buy from scs as I found the whole experience and quality awful

We brought this just over 2 years ago at a cost of £1680 and within a couple of months of delivery started having problems with the material and the recliners both snapped.

Despite going round in circles with SCS they have lied their way out of fixing it by claiming that I have accepted their engineers findings and decision of accidental damage because I signed a piece of paper to say he had been out, although apparently this actually meant I accepted this decision which I clearly don't.

I had been told that someone would contact me to let me know what they would do about it off the back of that visit and no one did.

One year later and still in the same situation I called SCS again to be told it could not be investigated again as it already was prwviously but that the matter would be referred to their head office.

My husband was then told upon contacting their head office today that I had accepted an offer of potential quotes for repairing the problem, when nothing of the sort was agreed by me certainly with regard to paying anymore than I have already on something that clearly isn't worth it.

We have been told that the metal joints snapping in the recliners are a result of misuse and not a shoddy product which unless we live with incredibly strong individuals such as certain superheroes is clearly disputable.

I now have to try and get the other insurance I was sold at the time I brought the sofa to fix it so again more waiting and messing around.

Everyone thinks these big companies are trustworthy but I can tell you first hand never again will I purchase anything from them. What a complete waste of money, my kids could have made one out of play dough stronger than this.

My husband and myself came into your store in waterlooville in april last year just to buy a two seater sofa, your assistant came over and finally persuaded us to buy the complete set, we waited quite a few weeks for it to arrive, we added to pay more money for stronger sponge, which wouldnt need fluffing up at the end of the day. We are NOT happy with our sofas, two zips have broken and there are large gaps at the back of the sofas which items can be trually lost, what can we do about this situation? I am fed up of having to fluff the cusions up last thing and the actually cusions are almost FLAT

We ordered laminate flooring for our living room area in the Oct half term holidays. We arranged for the recommended fitter to fit the flooring on sat 26th Nov 16, so removed everything from the room. When he arrived and opened the flooring all 15 packs were faulty. We phoned Scs in Wakefield to complain but were told there was no manager to speak to & it was the manufacturers fault, eventually we were offered £30 compensation which we haven't seen yet and scs didn't phone us once to support us or see if the flooring had been replaced, as far as they are aware they still don't know that we've had the floor fitted. This is not acceptable when you have paid upfront, will not be using them again or recommending them to anyone. We had to live with all furniture squeezed into othr rooms for nearly a month & my partner took day off wrk for flooring to be delivered, I wondered if the manager of the store would be happy with this and accept a £30 gesture of goodwill, they did upgrade our underlay but this was because the floor fitter sorted it out for us, he was brilliant & did a fantastic job, shame abt the service frm SCS

SCS really promoted this insurance and highly recommended it when we purchased our leather three piece suite, claiming they would cover anything to do with scuffs peeling etc, after two years the leather has started to peel away, contacted the insurance company, who sent a technician who agreed the leather would be covered and submitted photos to Castelan who promptly refused, have phoned them but get no joy, phoned SCS who sold the insurance, they cant even be bothered to phone you back, disgusted, do not take out insurance a scam!

My husband and I bought the Endurance Madison corner couch 10weeks ago. We received it on Friday 18th November and my husband noticed that we were missing a unit. When we bought the couch from SCS we gave our measurements to Robert the salesman and he placed our order and we paid cash. Upon the arrival of our couch the delivery driver was quite unpleasant and unhelpful about the situation, but also agreed that when the couch was in the house/assembled that it did look as if there was a missing unit. My husband called SCS whilst delivery was taking place and they advised us to accept couch and then they would address the issue of the missing item. They advised Robert would call on Saturday and we are still awaiting the call! We are very angry and disappointed with the whole situation as we bought this in good faith only to be let down!

Bought a endurance leather corner sofa for 1600£ and the leather started to rub off within months.. shocked about the quality of leather! If you even can call it a "leather"! Finally wrote to the customer service with few pics, I have not received even a word back from them! Can't believe that in our days companies get away with something like this, selling bad or fake quality sofas!

Dear Sir/Madam
I am sending this email as a complaint about our settee purchased from SCS. The quality of the product is poor and not to a satisfactory standard and the service we have received from SCS has not been helpful.
On 09/12/2011 we purchased a Lazy boy 4 seater curved leather, powered settee
On 30/03/2012 we contacted SCS because the leather was starting to peel. We were informed this would be managed by Guardsman. We were told we had to pay £60 which we did. Realising later from information provided by Guardsman we had been misinformed about the call out procedure. Someone came and rectified the fault.
The same problem re-occurred on 26/10/14 and 01/03/15. The repairer informed us this was a fault with the settee and we were not doing anything wrong. He repaired it and suggested we contacted SCS should the problem reoccur again
On all three occasions, the repairer has confirmed the settee has been cared for appropriately by us using the correct products
Recently, the peeling of the settee has occurred again. We called SCS to complain about the settee. To be told we had to pay a fee of £60 for someone to come and look at it. We paid this on the first occasion and are not prepared to pay for someone to come from the company we purchased the settee from when we are complaining about the product
We have had one leather settee prior to this one which after 10years is still in excellent condition
I look forward to your reply within 14days
Yours faithfully
Mrs Jacqueline McKenna