SCS
Reviews and Complaints

Husband is disabled have been waiting for a year for a replacement sofa the original was badly manufactured, customer service are crap, no one wants to deal with it, meanwhile husband is in constant pain. We’ve had so many phone calls advising of delivery date but never happed.

Utter rubbish company.

Will be advising trading standards and the ombudsman.

Account number S0035~6013687

Mr John smallwood

Nn6 0bd.

We received our sofa from you roughly 6 weeks ago.

The back cushions are in a terrible condition. See photos.

The seating cushions are also permanently dented even though they have special foam in them.

We have puffed up as informed to do so and still there are deep creases in them.

Booked the day off after getting text to say mu Suite would be here on 14/11/22. Booked a day off work.

Received a text the day before day my suite to day it would arrive between 1and 5 pm.

The morning of the delivery received a text it would be there at 4.05 pm.

Received a phone call at 4.20 to day the suite can’t be delivered.

Van broke down.

I just can’t have off time for my suite to be delivered. My husband is in hospital coming home soon.

And don’t have nothing to sit on.

This is very inconvenient. They rang and said they will get the manager to ring me back.

Know one rang me back.

So I rang and they said he said the manager will ring in the morning.

Am not happy and wish I had not got my Suite from you.

Told in text to have room ready which it was.

Very poor service

I brought my 3 piece suit 3 years ago and have nothing but trouble , the recliner armchair has scabbies, the leather peels of , but keeps reoccurring . Scs has repaired but has happened again, now there saying I should pay £75.00 to get it looked at. I’m still laying for the furniture.

I should not have to pay for a faulty product, which I feel should of received a new one in the first place.

On 23rd August 2022 I visited SCS store in Cambridge and placed an order for a carpet S0091-6083600, however during that day my personal circumstances changed leading me to send an email to customer [protected]@scs.co.uk at 05.55am on 24th August 2022 cancelling the order and requesting a refund as it was cancelled within the legal cooling off period.

Despite my telephoning [protected] which is the number given for the store but turns out it takes you to a hub that handles all calls to the company, however having been told by the person who answered the call that the Cambridge manager is actioning the refund, I awaited that action to come to the fore.

Despite further emails to customer support, I have received no response from the store or indeed a reply from customer service. I regard this as poor customer service and hereby lodge an official complaint.

I bought a sofa from SCS that later was found to have been constructed with substandard materials by a SCS technician. Then I was informed by Dawn Robinson that the parts for the repair of sofa were unavailable but gave me no advice on how to get it repaired, only that SCS would buy back the sofa for 40% credit against a new sofa. I cannot afford a new sofa so got it repaired, now I have been informed that I have voided the warranty that wasn't being honoured anyway. The customer service in SCS is shocking, nobody would return my phone calls so I could get advice. I have

5 years fabric guard cover

5 years fabric motion warranty

and a 5 year insurance policy

I purchased a three seater sofa and chair at the beginning of April this year and paid in full £2,232. I was given a delivery date as the 2nd August. When I looked at the receipt there was £170 added on for items I had not requested which I approached the store about and they refunded the £170. In July I received an email stating it would not be delivered until the middle of August, then another one later in July stating the delivery date would be the end of August. I then received another one in stating the 9th September and then another one on the 2nd of August stating the 10th October. When I got the final one I rang Customer Services and stated it wasn't good enough as we need the items ASAP as my husband was in agony sitting in the char he was using. The store Manager rang and said he would cancel the items and refund me the money I that I had paid. I waited until 8th August and the money still had not been paid back so I rang Customer Services and was informed the Manager had cancelled the order but the refund was not put forward and they would do this. Again on the 12th the money was still not refunded. Rang again today and was told they would sort it out. I am at my wits end. Since April SCS have been gaining interest on our money which we could be getting. When you purchase something from them the money is taken from your account straight away, but trying to get the money back is a nightmare.

Hi

I have put this complaint through as I was so upset and distressed on the morning of the 16th June 2022 I rang and spoken to aftercare team where I did explain I had just left my husband and doing a big house move it was a distressing and upsetting time and I was really upset on the phone with as I had to go out of the house due to the carpet fitter being very direct and being very abrupt and unprofessional with his attitude towards myself as an scs customer.

He damaged my laminate flooring by dragging my fridge freezer out of the kitchen right across the hall floor in hall which has been all scratched and piece taken out through the steel casters on bottom of fridge freezer

The carpet needed stretching as it was left bumpy in a few places the chrome bars needs replacing 2 floor ramp bars and carpet was not fitted in the lounge cupboard just left loose no bar fitted and the vinyl was fitted poorly all loose with glue left everywhere in downstairs toilet.

The fitter smashed my vase which was very sentimental and he didn’t even care just said take the £10 off fitting fee for me to buy new one today

The laminate flooring in hall needed replacing as I had only just moved into this house 5 weeks ago and there was no markings on the flooring at all.I then had to wait for an accessor to assess the damage and the fitting and he was shocked himself and said this should not have been fitted this way but reassured me it will be all fixed after he also took pictures of the carpet and flooring

I then said I do not want this fitter back to my house as he was very direct and kept telling me the bumps were fine it will settle and as I spoke to say the carpet was too baggy for that to happen he just kept over talking me saying your not listening to what I am telling you I could not get a word in edgeways he was so rude and there was no way I was letting this man back in my house talking down to me like a 5 year old when I teach and train staff myself for over 24 years how unprofessional.

I was asked to send in photos of all damage and bad fitting which I sent in straight away

I was then told he had to turn up to fix his work which I took the time off work and he didn’t turn up cancelled on the day.

It was then rescheduled in with another assessor for him to arrive with him to get the work done 6 weeks after the initial damage and poor work he had left the vinyl which was all bumpy and undercut the same as the carpet but yet again he failed to turn up with the other assessor.

This is totally unacceptable behaviour letting customers down without telling them and the aftercare team then sent 2 other men to put this fitters work right which He did say at the time he is always putting this fitters work right all the time as he rushes his jobs to get more money each day than the rest of the other fitters but our work is done right he also said the vinyl should not have been fitted this way at all as the previous fitter had not taken the old one up just glued quickly new vinyl on top of the old one that was why it was bumpy and fitted poorly.

This fitter has now all of a sudden decided to say after 6 weeks he didn’t damage the flooring knowing full well he has to got to pay it now out of his own pocket so this is totally unacceptable as now well having liars working for Scs so I am absolutely furious about this.

The aftercare team gave still not got back to me as they are still waiting for there operations manager to give me the costing towards my new flooring I have now got to get all replaced due to the poor workmanship of an scs contractor.

This whole customer experience is distressing causing me a financial impact and material inconvenience as well as the inconvenience for chasing scs for the last 6 weeks making all my complaints to be added each time I call to the be added to my account as no one seems to be taking accountability for the whole bad journey I have had this is shocking service I have received.

I have even gone back into scs at Wednesbury to speak to The gentleman I came to purchase the carpet and vinyl with who took my order as he did my by now pay later in April until the carpet was fitted so I could pay the full balance off but he said not to pay this until all the complaints in the system has been resolved and the damaged flooring and carpet etc has been rectified.

I have received a call from the aftercare team on the 10th August just to say still not heard anything from operations manager will call again tomorrow so I will be taking this further and getting legal advice now in the next few days if this has not been resolved as I should have paid my balance off weeks ago.

Waited six months excuse after excuse, got a delivery date 20/06/2022 got a text stating delivery approximately 8am took time off work & the time now is 18.42 still no sofa's & we got rid of ours first thing so disabled elderly & have nothing to sit on. have called several times today & gone back to the store & keep getting a different answer. SCS have broke the terms & conditions for delivery & I will be taking more time off tomorrow to go to the store to get a refund & I will also seek legal advice for you holding onto my money, the product & the stress plus waisted time & petrol.

The carpet order was placed in store with a big smile on face showing the seller really cares about a customer. I paid extra for the furniture to move and fit the carpet. On the day of fitting i was told there is too much furniture to move so the job can't be done. Fitter said they can only move 1 or 2 piece of furniture per room. After many phone calls and arguments agreed to do only the lounge and the hallway (And leave the 2 bedrooms until i move the furniture my self). After some time the fitter calls saying can't feet the carpet in the hallway if he does the door won't open or close. Fed up with this and called SCS online department to cancel and take back the unused carpet for the bedrooms and they said need to wait what the store thinks. Tried contacting them server times via SCS online department but no response from the store. They must be busy making other customers to fall in the same trap!

I ordered 2 sofas on 12th Feb and was informed of approx 12 week delivery timescale. I have received numerous emails saying that if will be received at their distribution centre soon etc etc. 2 days ago, I received another email saying that it would be at the distribution centre soon and a request to pay the balance, which I did in good faith. Today I received another email saying that the furniture will now be delayed and would not be arriving in the distribution centre until 21st June earliest (20 weeks). I have now asked for my balance to be returned and will pay it when I receive confirmation that it is ready for delivery. They say I am a valued customer, but I dont feel that way. Big company, massive advertising profile and they treat their customers this way. Not Happy!

The fitter arrived angry and declared he did not want to do the job but wanted to take my money. There was an unpleasant atmosphere all day as they huffed and got annoyed that there were two staircases to do and they hadn't been told? They left a mess in every room and filled my bin. with waste. We felt we could not say anything to them because of the aggression.

i bought 2 gplan sofas on 12th march had 3 days when cushions were ruffled and springs started creaking on 3 seater.i asked for sofas to be uplifted and refunded.this has been going now for about 6 weeks.they call and say its another department that deals with it and also why not had refund.i am being pushed from pillar to post.got consumer protection advice scotland from beginning when last contacted they said have had long enough to resolve this. sent email to me to forward to scs and give 14 days to reply.have ignored it.ends on 9th may.looks like court action will be taken against them.they are a terrible firm to deal with.even thought about going to national papers about the way they treat customers.take your money but dont want to refund you for faulty sofas.

I bought 2 gplan sofas on 12th march after 3 days cushions were ruffled also springs creaking on 3 seater. I have been trying for weeks to get sofas uplifed and refunded. Getting nowhere.Consumer protection scotland sent pdf for me to send I thave had enough. They got 14 days to reply but nothing. Time is up on 9th may. After that court action will be taken against scs. Isent photos showing cushions and was told should not be like that. I am even thinking about going to national papers as this is not the way customers should be treated.

My lazy boy sofa is damaged, am meant to be having the cushions replaced and they have sent the wrong parts out twice,am not happy am sitting with a sofa that is damaged and no one is wanting to resolve the situation,scs customer service is a disgrace,

I am now going to contact trading standards because I am getting no answers the sofa is now wanted I wanted the floor was ripped on delivery I sent photos like I was ask and no one's sorted anything I am disappointed in the service you are providing people by sofas because they end them I asked when placing order is the back fit and I was told yes otherwise I would not have ordered it the cushions are already going miss shaped

Following my order of an electric recliner chair from the Lorenzo range, the delevery of which was posponded three times and when we finally arrived the quality is shocking. The mechanism I already faulty bearing in mind I have only had the chair 3 days.

The left arm is depressed and feels really cheap quality.

Overall for the cost of the chair is shocking and not worth the money.

Before receiving this chair we placed an order for the matching electronic corner sofa, but after receiving the chair and seeing the quality I no longer wish to purchase the sofa

I contacted your customer services today and informed them of the faulty chair and rejecting it, a service engineer is booked for May 6th.

I called another department to advise them I no longer wish to purchase the sofa and to cancel my order due to the quality of the goods we have already received. I was told I could not cancel this order as it was in the contract and the operator was most unhelpful. I understand the contract we made but feel under the circumstances I should be able to cancel this pending order, due to the poor quality of the goods which I do not believe is worth the money you are asking for it.

The furniture is not fit for purpose.

We purchased a Lazy Boy suite in June 21 and received it in November 21.

The reason for the delay supposedly due to Covid and transit times from the USA where we believed it was coming from.

Not True : we were told by a member of staff that most of the furniture SCS purchase from Lazy Boy is now made in China or Malaysia which explains the time it took to deliver.

To compensate for their failings SCS have extremely helpful and nice delivery men bring out your furniture and SCS forward an email to you asking to give a review on how helpful the delivery men were, this review is then linked to the TrustPilot review site of SCS Sofa's creating misleading reviews for SCS.

For example we purchased a Made in China Lazy Boy suite for £3500.00 which was rubbish and not fit for purpose after only 3 months use and after having to fight to get our money back we were still asked to give a review on the men who came to take it away for the TrustPilot site, I refused.

Yes the men were helpful and polite but there was no mention on the survey questionaire why they had come to take the suite away or what we thought about the goods.

I would have liked to write about the chair sinking and the leather stretching and looking about 10 years old and not 3 months old as was the case.

I would have liked to write about the sofa and how the springs creaked and the wooden frame gave out a cracking noise.

I would have liked to show pics of the frame cross members that were not even joined to support each other or the cheap plywood that did not look as it had been cut to fit the job but was more like off cuts.

Misleading inshop information, misleading reviews and misleading technician reports by SCS technicians on the state of the furniture you are complaining about in my opinion sums up just what SCS are all about.

A G Wallace

I bought my Mona sofa from SCS about 2 and a half years ago from the Leeds Birstall branch which first off, wasn’t a good experience at all, the advisor just wanted to rush through and make a sale. However I later complained about that in my review and received an apology.

After about a month or so of having my sofa, I noticed the bottom cushions were completely flat and didn’t last long after being plumped up. Fast forward to now and these cushions are permanently flat (even after plumping up) and absolutely not fit for purpose, they make the sofa incredibly uncomfortable and make it unsuitable to sit on for a long period of time. It also creaks when moving on it, which also makes it annoying. When you look underneath the fabric on the sofa frame is really baggy which seems like the sofa isn’t well made at all and proves even more that this is not fit for purpose.

And something that has happened recently and the final straw as to why I’m writing this complaint, the scatter cushion stitching has started to come apart leaving open holes to the inside that can’t be repaired. These are now making the sofa more unusable, as the holes are opening up more everyday.

(More photos available - could only upload 5mb)

The seats are sagging if you sit down you fall down the side of the sofa. haven’t had the sofas for a year yet. Very poor quality. Some of the colour has lifted as well. The sofa was only delivered in July of 2021 after months of delays due to covid 19 under 1 year it should not be sagging. This bought online in November of 2020.