SCS
Reviews and Complaints

Had whole house carpeted. They had to replace half of it due to poor fitting.
Had 3 piece suite, Delivery person dumped furniture and stole my credit card and went on a spending spree.
No apology or any form on componence.
Chair broken. Took 10 months to sort engineer to come out. When he does he does not have the parts (told were ordered) to fix chair.
When I ring to chase up I found out the parts have been lost.
Still no chair fixed.
I have had enough. These are just the highlights.
Please help, they do not have a complaints department, just an escalations team who really do not care about my situation.
Please help

On the afternoon of the 3rd May 2021, we visited SCS Coventry with the intention of purchasing a three piece suite. Instead we bought - for £995 cash - a Lazyboy corner unit from the clearance room.

When we arranged delivery we were told by the sales advisor that delivery cou! d ONLY be taken this week, either today (Wedenesday 12th) or tomorrow (Thursday 13th). We elected for today (Wednesday 12th) and were promised a delivery between 1pm and 7pm). In order to make this happen my wife was forced to take a day off work unpaid (costing us income). We also had to arrange at short notice disposa! Of our old furniture to make room (which incurred a further cost).

Today at 3pm or thereabouts we received an automated email and text message stating delivery would take place at approximately 16.21pm. Shortly after this time we received another text message estimating time of arrival at 16.36.

At 18.30 we received a call from Coventry stating delivery was cancelled because of a fault with the delivery vehicle. The gentleman then advised us that The first available delivery would be next Friday (the 21at may). - leaving us with no furniture to sit on until then.

When my wife called to complain the same evening - the lady on the phone claimed our delivery had been cancelled on the 3rd of May and we'd been informed. This is patently not true (or even possible as we only bought the furniture that day.

We now expect SCS to arrange a delivery before Sunday 16th at the latest as we believe this to be fair. This is not our fault and we have had our time and income disrupted through no fault of our own. If this is not possible I am more than happy to instruct a solicitor to recover costs, including but not limited to post income from today, lost income for the redelivery, and the cost of disposal of our own furniture at short notice to accommodate your demand of a deliver this week.

You have until close of business on Thursday 13th May to contact Mr. Trammer to discuss a delivery closer to this weekend, which we regard as fair under the circumstances (for a family with a child). Any delivery arranged will now be at your cost as we consider you to have broken your sales agreement.

We do not want a refund for the furniture and only want you to deliver what you promised and what we paid for at point of sale.

My telephone number is [protected].

I purchased the sofa July 2020, it was delivered later than expected in October. They guys who delivered it had trouble with one of the units but seem to be OK when he left. After a few weeks of having the sofa i noticed the seam alignment was way off from a recliner to the unit. Also a back was very loose and baggy cloth on the corner unit. I called SCS and they sent out a lady to inspect the issues i had, on New Years eve for 3 hours to rectify these issues. When she left i still wasn't that happy and the chairs where not connected back properly. I called again. They sent her out again in February, she tightened the bracket and basically said to put something under my sofa so it sat higher so the brackets would stay together and that i would just need to push back the seat to tighten the material, she kept saying that different carpets make things sit different and will never be level. I paid £1850 for this and i expected it to be good. The bracket was also tighten as had come loose she noticed the brackets on the other recliner were loose and that she didn't have time to do as she was only allocated an hour. She was due to come out again to tighten the recliner brackets and place a foam pad under the corner unit as the material is very baggy and will wear very soon. In March when she was due i had a call saying she was off sick and then rebooked for yesterday 5/5 with a different company called Home serve. He said its where the brackets don't stay connected makes the sofa come loose. He ended up putting screws in the back to hold in place so it would stay lined up, which i said to do but shouldn't have to. He also tightened the brackets as they came loose, i see the brackets being an issue for ever with this also the brackets that hold the units together are going to keep coming loose! I have had to take 3 afternoons off work to be there to get these issues sorted and have lost money through no fault of my own. I didn't take out the extended warranty as didn't feel the need to i kind of wished i had now. I am a very dissatisfied customer. I look forward to hearing from you.
Kind regards
Gemma Titmus

I purchased a carpet from SCS Wallsend store on the 30/12/20
The carpet was fitted on the 26/01/21, we protected the carpet with some left over underlay until our carpet protectors arrived.

The protectors arrived on the 26/02/21, while we were vacuuming the carpet we noticed a lump in the middle of the hallway carpet,
it is soft to touch so we believe it to be a piece of underlay.

We contacted the fitter on the 26/02/21 who said he would check his diary and get back to me,
after i sent a few more messages he replied to say he had been busy and forgot to contact me.
He eventually said on the the 13th March he would call in 1 day the following week.
On the 16th March he asked if I would be in Thursday 18th March I replied yes but please text 1st. No call and No text.

Sent letter of complaint to CEO David Knight on 23/03/2021

I then contacted cust services (Becca) on 25/03/21 was told she would contact fitter. No update or txts etc.

Contacted cust services again 29/03/2021 was told she would contact fitter. I advised this agent the carpet may need replaced as the lump is in the middle of the main walkway, although covered it still could be causing unnecessary wear.

Thank you in advance for any help you can offer with this awful company.

James Cuerden

Good evening,

I am claiming that scs kirkcaldy is in breach of contract because I specifically requested a firm sofa when making the purchase. Within the first 2 months, the sofa began to sag. Having informed scs of this, they sent an upholsterer (donald) out who inspected the goods and advised me that there was a design flaw and that the sofa required to be repaired or replaced. I have contacted scs several times but they have advised there is nothing wrong with the sofa. That being the case why did donald advise otherwise?

Our suite started wearing 1 and a half years after we bought it and has got steadily worse. I rang the store and told them, they said they could send someone out to look at it for a price but they didn't think it would make a difference as they would put it down as wear and tear. We registered for the 10 year warranty and have had the suite 5 year. There are only 2 of us live here and some of the seats don't get sat on so we are wondering why it has worn so badly.

Below is part of the original email sent on the 3/3/2020. With the lockdown there would not have been a point in any body coming out to repair, I was called a few times and received an email regarding a call. I returned a call last week to be told that they didn't know who called and it could have been the manufacturer's, yet the number left on the answer machine is the number I called (scs), I received a letter today off the manufacturer's to which I emailed SCS regarding the letter, then I received a phone call about the email complaining about the charge I would incur, I then explained that I had insurance which was brought up last year but I was never advised to make a claim until today.
The part I don't understand is why wasn't I ever advised to make a claim with the insurance and why did SCS try to organise a visit especially with the time frame this has taken.

Hi we purchased two sofas from yourselves about fourteen months ago, we have just noticed the on the three seater sofa that the material has started thread from a areas that would not be generally touched, please see photos attached.
Our order number was SCS order confirmation S7777-3781642.
Generally we have throws over the sofas to assist with protecting them.
We do have cover for the sofas but wouldn't this be a fault.

I bought a threrpice suite from s c s in Gloucester and while still under guarantee the leg of the settie came off. We contacted SCS about the problem and they sent out a engineer to fix the problem. After a few weeks the same thing happened again. So we phoned scs again and tjey sent out the engineer again to fix it. Then after a few weeks same thing jsppend again so now we have a three piece suite with a house brick undet one corner of tje settie and we are waiting for the engineer to fix the problem again. Surely if the settie keeps breaking they should replace it or refund my money.

I have have been trying to get in contact about my sofa being ripped. I have sofa quard but cant get in contact with anyone. Please can you hwlp

I bought this suite and was delivered on time, I have had it 4 weeks then it started sagging and the material stretching contact SCS who sent out an Expert LOL. The suite is a mess in my opinion and the report was even more laughable, why is he even in a job? Company man or not I have my consumer rights and this suite is not fit for purpose and if nothing is being done about as he says in his report, I will take this the whole road if you don't sort this out. I am not happy with it and should be replaced. I am well within my rights
SO-[protected]

We had a carpet fitted on the 27th October it was the wrong color and the was poorly fitted. contacted SCS and complained told it would be sorted then told I would have to wait till the correct carpet was available the 23rd of November told them it was not good service but I would have to wait also told them the carpet fitted by mistake was dangerous as it was a trip hazard.
well on the 23rd November got the phone call told we were getting the carpet fitted on the 8th of December and would have to take the day off as they could not give a time.
today the 5th December phone call telling me your not getting it now as they don't have the carpet and could not give me a date when this would be resolved.

I had my sofa delivered this morning but the delivery men could not get the sofa through the flat door. I was told that an upholstery would be requested by them and I had to inform them for the same thing. I was told this would take a few days before an upholstery, would come but it would be an easy job and would enable my sofa to be brought into my flat. I informed the correct department and they past my number to the upholstery the upholstery rang and had not heard of where I was situated and said he would not be able to get to me until next week along with it costing two hundred plus and that I should phone requesting distributions
To take the sofa back. I did this to be told they didn't do that and it was up to me to take the sofa back. I was told when buying the sofa it would be one hundred and twenty seven pounds if a upholstery was needed not once was it mentioned that the upholstery came from nottingham or that when they left the sofa it was my responsibility to take it back otherwise I would of ensured they took the sofa back this morning. I have bought sofas from you in the past but cannot believe this is the service you offer. I am seeking advice on this as it seems if I had been informed better by sales team etc I would of opted for a different sofa and not accepted it being left outside my property. I would of sent the sofa back. I await your reply on this matter.

Purchased sofa 30/08/20, paid deposit, never got a receipt so I had to chase it up. We have been given 3 separate delivery dates, I got a txt 2 days before delivery on the 1st attempt, said they didn't have it yet, 2nd attempt they txt twice in the am saying delivery 23/11/20 & I would get a txt around 6pm the day before, they didn't do get again I had to chase them up, they said van was broke yet they didn't bother to let me know, was told we would get it 24/11/20 at 11am, not morning when I got up i'd had a txt saying (we will be with you in an hour) but they sent that at 8.17am & I didn't see it till 9 am so we were rushing around then, they didn't turn up in an hour, it was 1hr 45mins. I have had to constant! Y keeps getting in touch with them as scs have not kept us informed of anything, we just feel we've been ignored or forgotten about, correspondence from scs has been none existant. One phone call I made I spoke to a man who said it will be coming from a warehouse in warrington & he would ring them then ring me back in 10mins, guess what, I didn't hear from him again. About 3hrs later I rang again, a woman said she would ring them, I held on & she got back to me straight away saying it will now be delivered 24/11/20 at 11am, they got that wrong as well. We feel neglected, we certainly don't feel like valued customers. In the they said they would refund the delivery fee £70, to little to late. We were going to purchase the chair next when funds allowed but we will not be spending anymore money at scs.
Our order number was s7777-4526980. Christine feay. [protected]. [protected]@ymail.com

I can honestly say I have never dealt with a company who's customer service is as shocking as it is in SCS. Ordered and paid up front for a stair and landing carpet. They delivered the wrong colour TWICE. Eventually got my money back after several months of complaining to a brick wall - no response from them and no apology! Taking it to the ombudsman now. Stay away from this utterly incompetent company

On 6th October I ordered a carpet paying £642, they said it would be delivered and fitted on 15th October, they called to change the fitting to 5th November, they called again to change to 11th November, they called again to change to 14th December, so I cancelled, the store manager said I'd be refunded in 48hrs, since then they ignore my emails and calls.

I ordered a carpet for my son to be fitted in august 2020, all good until they had my money and then I get a call to say they can't fit on the day provided as they had to order carpet in, they then provide a date in october which also got cancelled as the only fitter they have had a death in the family, now rescheduled for the 3rd time for 6th november 2020, I have asked to change the underlay to a thinner one as door will not go over it, get a call to say they will give me a £50 voucher for fitters, (carpet fitting is not free the fitters work privately so any carpets brought from scs will have to pay for fitting) then they say if fitters can't change I will have to pay more for cheaper underlay. Avoid at all costs, I wish someone had told me this before they had my money

Purchased 2 exra wide electric leather reclining chairs in june 2018. During the last few weeks when pressing the reclining button both chairs smooth reclining action is interrupted by a jolt on the footrest of the chairs and a noise of metal against metal. My husband being in his eighties me just behind him we are very concerned that the chairs may malfunction and let us down

Scs carpet was being delivered and fitted and the carpet fitter offered for him to do it cheaper, he wanted £500 to pay for the carpet up front, I haven't seen him since. How come scs have untrustworthy fitters come into people's home, vulnerable elderly like me, without doing a proper check on these self employed people. I am not the only one to complain, one fitter is wanted by police for assaulting a woman. How can I get my money back without getting attacked.

I contacted scs in Jan 2020 repeatedly asking if someone could come and look at the lounge carpet, lock down became an issue and they said if I could wait a while.
I recontacted the Leicester branch and provided photos in late august as they were in longer lock down.
They agreed to send an assessor out and he suggested that a carpet fitter would make contact with me as regards refitting the carpet back to grippers as it would appear that they had let the carpet become free and that was why I had ridges with in the carpet but that alone could have an effect on the backing material. I had a call to say the fitters would be in touch 7th Oct but no contact. This is being another 4 weeks on.
Recontacted Leicester 21/08 who told me there would be nothing else they would be doing. I'm dissatisfied with the out come after paying for a quality carpet which was of an industrial quality, and to find that you provide no after care service.
I await your reply before taking this matter forward
Adrian Christian
Le130he
Customer number soo78-2998072

S0113-4104189 Order reference

I purchased a two seater and electric lazyboy recliner from ScS last August the leather is pealing off the recliner and starting to on the sofa. Been trying to call their aftercare number since start of August over 20 minutes wait then they hang up on you, sent fb message they said email did that they took ages to get back to me and said I now had to pay £60 engineers fee because was over 1 yr, only because how long they took to get back to me! Sent further complaint email no acknowledgment to my complaints just said the same thing they said in first email call aftercare number to pay £60 for engineer to come out!
I am so frustrated with this. Company!