SCS
Reviews and Complaints

SCS A SHARE &SONS Customer No: S1083429169
Firstly I am rejecting offer of Replacement I want a Refund.
After months my replacement carpet was finally recognised as defective.
A customer service team member (Samantha) confirmed this to me on 6/12/19 by phone call. I was instructed to choose a replacement. Went to the store to do so, and store manager informed me she has not logged the replacement as "Authorised" Therefore I cannot choose my replacement carpet!
I am stuck in no mans land and now want a refund. History: 2 carpets ordered since Jan '18. First one was defective due to weave fault - outcome - Replaced. Second replacement carpet laid April 18. Within 13 months (Aug '19) carpet delaminating ie coming apart from its backing material. outcome I cannot get a replacement organised as above mentioned staff member did not complete the correct amendment to my file of "Authorising a Replacement. Inept does not cover it.
HOW TO COMPLAIN EFFECTIVELY
For all my fellow complainants you might find the following information useful in trying to resolve problems caused by SCS.
Knowing who to effectively complain to helps a great deal. Bypass and completely ignore Customer Care Teams and go directly to the Directors;
Chief Executive David Knight
Managing Director Kevin Royal
Corporate Services Chris Muir
Marie Liston has responsibility for Customer Care

I am considering driving from Glasgow to Sunderland to try and resolve my issues

I placed order for carpets on 03/11/2019 on placing order was asked what fitting day we required.we agreed 25/11/2019.on 25/11/2019 our carpets did not appear and weren't received from supplier.no customer care call from SCS we had uplifted old carpets for fitting. We called customer services and went to shop with our complaint as our dogs paws were ripping underlay, we were told by store and customer services not there problem.as a result we were forced to buying underlay as my dogs paws were ripping underlay.then was told fitting would be done on 29/11/2019.phoned customer services they said fitting had not been arranged. Then got phone call from fitter to say our carpet was damaged.as a result of no fitting on 25/11/2019 then on 29/11/2019 we were out of pocket for new underlay and no carpets.we are now sitting 4 weeks before xmas with floorboards.customerservice from call centre and shop we bought carpets from was appalling. Will never shop at SCS again.i have included video of what we have to sit in as we have no carpets

Horrible experience with scs branch at staples corner.
Been six months since order placed and still no sign of fitting the carpet.
Made several complaints over the phone and emails but no response.
They have no fitters to do the job and keep taking new orders without the ability to fulfill them.
5 separate dates arranged and they never turn up without any explanation.
The managers are not interested in resolving and just keep on making they cannot keep and after 6 months or order we still are without carpet.
Absolutely the worst experience of retail in my life.!
Avoid them like the plague

Hi,

I would like to complain about carpet that we purchased from SCS. We have recently purchased a sofa on finance and as agreed it was delivered in 4 weeks, part of the deal was that if we purchased a carpet we could get 20% off. We went onto order a carpet and underlay for our bedroom. We have just recently moved house and are in the process of decorating. We were given a delivery date and we rang to confirm the fitting of the carpet a few days before only to be told that the order had not been completed correctly and the fitting would not take place. This is after I dismantled the wardrobes and bed as directed by the sales man in SCS and emptied the bedroom out as well as booking a day off work. We were offered a discount off the overall price as a good will gesture but not given an amount. The fitting of the carpet was then booked in for today, Thursday the 7th November. This morning the carpet turned up and the fitter unrolled the carpet to find it was faulty, there were lines running through it and it was not fit for purpose so he took the carpet away. This is after again I took the wardrobes and bed down and emptied the bedroom. I contacted the shop in St Helens and eventually a stand in manager called "Les" spoke to me and obverse £50 off the overall price and said they could fit a new carpet in a few weeks. We are currently sleeping on a mattress on a wooden floor as I am not prepared to put the bedroom furniture up again and have to take it down for a third time. I am now going to cancel this order but I am left extremely disappointed with the level of customer service by the locals showroom. My partner rang today also and the stand in manager was rude. She has taken today off work to allow for the fitting of the carpet.

Can you please let me know how you propose to solve this matter.

Attached is a photo of our bedroom currently empty with no furniture other than a mattress in the floor.

Thank you

Mark Smith

We ordered our sofabed on 18/08/19 there were problems in store with the iPad the order was placed on so they had to hand write us a sales document. We received a call saying they would deliver on Nov 4th, this was not convenient so we arranged delivery for 7th November. Prior to delivery I recieved several calls and texts asking us to settle the balance, but we had set up a finance agreement which the guy on the phone said he could see. Still had another text so I rang again it took so long to answer that my call was picked up by someone at head office, she said she would sort but accidentally cut me off, so I rang back again, each time irang it took at least 8 minutes to get through, this time the lady said she would contact the store and call me back, which she did, finally that part was sorted, they explained that someone in store hadn't set the finance up properly! That was annoying. The day of delivery has arrived, today and we have made arrangements to be in. The delivery driver was given the wrong postcode and rang me to confirm our address he then said that he might not be able to deliver it without authorisation he hasn't to deliver to the address he was given, thankfully with the iPad crashing we have the paper copy of the sales document and our address on there is correct so I have no idea why he was given the wrong postcode, stressful thinking we'd arrange to be in, they were round the corner and we might not get it, eventually he rang back and said they would deliver it. The guys turned up only 1 of them had shoe covers with him the other guy didn't, he didn't take his shoes off either but I wouldn't expect him to undo his boots while holding a heavy sore, they should of all had shoe covers. They took the 1st part up the stairs and damaged the bannister, they've taken a chunk out of it. The 2nd piece went up ok. There was a young lad with a tattoo on his neck who said there's no other way we could've done it I said well there was as you did it ok the 2nd time, there was a driver of the truck leaning up the wall, I asked him not to lean on my wall, this is a brand new house and we don't want marks on the wall, he gave me a dirty look Andy told the guy who was taking pictures of the damage that he should've refused to deliver it the stairs are narrow, it's a standard stairway in a standard house he just didn't like that I asked him to stop leaning on my wall. Their attitudes were terrible and they were almost arguing with us in our own home. I had 3 blokes who I don't know standing in my house giving us attitude and trying to intimidate us. I rang at 10:15am to complain about the damage & was told Neil the warehouse manager would call me back...I'm still waiting and I'm still fuming that now we have to go to the expense of getting the bannister repaired and repainted and I want to know what you are going to do about it please?

We ordered 2 new sofas & a carpet in October 2019 & was told that the carpet would be fitted on Saturday 2nd November. I emailed the store as couldn't get through by phone, to try & find out what time the fitters would arrive, & was told that as they were self employed they would contact me Saturday morning to let me know what time.

By 9am on Saturday we had still not heard anything so rung the store & got through to the Customer Experience Team. They told me my fitting date had been changed from the 2nd to the 9th without us being informed. We were told that an email had been sent to the store manager requesting that they contacted us urgently to explain what had happened. It is now Tuesday evening & we've still not heard from anyone.

Firstly, how dare you change the appointment without us being informed & secondly what right have you got to assume that the 9th is convenient for us.

To add insult to jnjury, we have now received a call saying the furniture will be delivered on the 12th. Well unless the carpet is down I can assure you we will cancel the delivery until such time it has been done.

The after sales service we have received is appalling. I would therefore appreciate an explanation as to what has happened & an apology for the inconvenience you have caused.

Julie Bennett

We ordered our sofa and when it arrived it had a hole in it and the patterned top was wrong! we were advised by delivery team that they would send photos and the suite would be replaced, I rang the after sales who said the pictures were blurry so hadn't auctioned them so we would have to send new ones after a week of hearing nothing I rang again to be told they had just passed the hole onto a technician to look at but the other photos sent on the same email couldn't be seen so we would have to once again resend them, another week later I have rung to be told they have just sent them to a technician to review and could take up to a week 😡
There is always another reason why they can't resolve issues at the end of the day they have supplied a damaged item Thad doesn't match the order so it should be replaced not reviewed over and over

Hello,
I was told when I purchased the order on the store and paid that the delivery will take 2-3 weeks,
After 5 weeks I received a call from the Delivery company that the Sofa will be in the warehouse in a few days and as i had paid for delivery only on Saturday they said that it will be in 3 weeks so a total delay of 8 weeks instead of 2-3 i was told,
Not only they didnt delivery as they promised but as i had paid for Saturday delivery being charged £10 more i had to call them for the refund as the company does not do the refunds without clients calling them and asking for the refunds,
Deffinitely not going to buy anything again from them

On the 11th August 2019 I bought a sofa, dining table and a coffee table, i was told it will be a maximum of 6-8 weeks for delivery. I went in store on the 20/10/209, i was promised by the manager that he will ring me the next day for an update, I still have had not phone call informing me of a delivery date. I will be cancelling the order if i do not receive the furniture by the end of the week.

My telephone number is [protected].

Nazrin Hanif

Don't buy a carpet from this company! They fitted the wrong carpet on the wrong day over a month ago and the issue is still not sorted! State they are waiting to hear from manufacturer but was told we would be contacted at the latest last Friday. When contacting again today they were rude and abrupt. No apology offered. Rude and unhelpful customer services! Will be getting legal advice and going to trading standards!

Our complaint is in respect of poor carpet fitting.
My mother has contacted this branch of SCS, a number of times, speaking to numerous individuals regarding this matter. Not one person has apologised for the poor workman ship, just saying they will make a note of her complaint. No one called her back, for which my mother had to call SCS Head Offices in Sunderland, where the telephone line was cut off, forcing her to have to phone again. Eventually a Manager from SCS Fenton called her and arranged to come to look at the carpet, which he did last Saturday 12th October 2019. He took photographs and agreed something needed to be done. She has received absolutely no further information regarding this matter. Wednesday 16th October she phoned Head office again and was put through to the aftercare team who said they had not received anything regarding her issue and normally it takes 3 working day's. Which actually was the third working day on Wednesday. We are now Saturday 19th October and have not had a call . It's disgraceful the service that she has received. She has bought 2 sofa's and a chair also. Spending a lot of money.
Please sort this problem out ASAP.

After a fault developing in a leather suite we purchased we were informed that SCS are no longer using the manufacturer and they would replace the suite. We were told that someone from the store would ring us to arrange for us to go and discuss a replacement. After a few days no one had called so we visited the store in Team Valley, Gateshead tonight to try to sort this out. The store manager simply told us to walk around and see if there was anything we liked. We explained that we had been waiting for a call and he said "oh I might have had an e mail but I haven't checked.
I was a bit unhappy as it took months to select the suite we had and I could not see anything I liked as much in the store.However we chose one and asked him to look at colours for us. We were not happy with his attitude towards us the whole time as he did not smile once and was very flippant when we tried to explain that we were sad that this was happening and were finding it difficult to choose colours and style that would match our home decor etc
Not once did he approach us to offer help or advice and we had to ask him for his help. We asked him to calculate a price for the suite which he did. He said it was more expensive than ours so we would have to pay more
My husband pointed out that at full price ours was only slightly less but as we bought it in a bank holiday sale it was discounted. He just said "well this isn't " we also said that the person who sold us the suite had given us a free footstool as part of a deal as we paid cash but he said that wasn't true it was an offer on at the time. I told him that I didn't think it was fair that we were being forced to replace the suite through bad workmanship but that we were not being given like for like. I appreciate that our suite was in a sale but we had been inconvenienced therefore we should be given furniture of the same quality . He was clearly annoyed saying we couldn't expect to get the same deal. I was so annoyed that I said to my husband let's just go and make a complaint to someone about this . He just said ok and got up and walked away
As I passed him I stopped and said to him that I thought he had been extremely rude and unhelpful and I was unhappy with his attitude towards us.
He just turned to me and said well that's just how I am. I couldn't believe the way he spoke to me so I said how dare you speak to me like that? Have you never heard of customer service? He said oh just go! And don't raise your voice to me. I told him that I raised my voice as I was upset and angry at being treat in this way but he walked away from me making a chatter gesture with his hand and ‘nagging' sounds. My husband at this point said to him. Don't you speak to my wife in that way. He just kept saying go now get out. My husband said ‘ mate you are treading a very thin line' meaning he would make a complaint about him. He then came right up to my husbands face and said very aggressively"Are you threatening me?" He said I think you're the one who is making threats here. I was concerned at the situation as we were the only customers left in the shop so I told my husband to come out of the shop and we would make a formal complaint. As we walked away he was mocking us saying Go on make a complaint I'm the store manager I'll give you my card. I said to him. If you are the store manager that's even worse.He leaned forward at me and said yes and my wife has a shop too and she runs a very successful business. I said What on earth has your wife got to do with this? He just laughed and said go on get out.
We left the store and once in the car I was so upset I burst into tears. He made me feel so humiliated and no customer should ever be treat in that way. This man is a disgrace and SCS should be ashamed to have him managing a store.
I would like to know who I contact to discuss our situation as regards the replacement of the furniture but I would also like to lodge a formal complaint about this man who acted disgracefully towards us as customers. I also want to be updated as to what disciplinary procedures have been taken against this employee.
The employees name is Steve Bond

I purchased a table & 4 chairs from SCS
at Beckton East London, i asked for the order to be kept until after 13th October 2019 when i returned from holiday, ok they said and just give us a call when you get back and we will arrange delivery, i tried to call Beckton today to arrange the delivery and the phone at the store just rings and rings, i have even tried the auto system through the SCS head office number choosing option 1 to speak to the store but the store phone just rings and rings, there are no human beings to speak to and i am very disillusioned by SCS's customer service, i am going to seek a refund for my purchase and thet have lost a future customer who wants other things from SCS.
DON'T PURCHASE FROM SCS IF YOU WANT A SMMOTH DELIVERY SERVICE.

Chose and paid for new lounge carpet around March 2019, fitters arrived with carpeton april11th, very quick to fit carpet but didn't have long enough strip to finish the job, after paying fitters cash they said they would be back in the morning, they never turned up so phoned store and they said they had fired the two fitters and would send surveyor to look at job, he came following week said yes was a bad job was very loose and would send more fitters, they turned upfew weeks later walked in said they weren't told about the long strip needed and left and didnt return. After four trips to shop they pfomised some one would ring and come to finish job. It is now October and we still have an unfinished job, I have contacted the ombudsman who says I must take them to the small claims court for full refund and compensation. I am absolutely fed up with this after seven months stress. Regards Liz heaton

Never ever buy a sofa from SCS! We have had the worst experience! First of all, all of their staff members are rude! Their delivery drivers are useless! Delivered half the couch into the living room and the other half to the garage! We then got it together to find a rip in one of the cushions! Phoned about this and 2 MONTHS later we are still waiting for this cushion to be replaced! My emails have been ignored for over a month now i phoned to be told ' the cushions on back order what do you expect? Your welcome goodbye' and hung up on! Bet if we didnt pay for it or missed a payment theyd be quick enough to get in touch!

we bought a sofa from you on the 16/03/19. a month later, there was a damaged spring on the sofa. we phoned up and somebody came out to look at the sofa and he said it was the manufacturer fault. we were told that the aftercare team will sort it out. we have continuously phoned them up but they keep saying they are waiting for the parts to come in. nobody seems to help us. every time I phone them up they never answer my calls or phone me back.
thank you

Be aware if you pay for things at their store and others alike. The salespeople will not read out nor give you the T&C (Terms & Conditions) before you purchase. As soon as you purchase or make a deposit, you cannot make amendments, exchanges, refunds nor cancellations. They will make empty promises such as discounts, throw in 'free' furniture but it is all talk. Their ethos is, 'I win, you lose!' Their insurance is nothing but a sucker purchase in which you could ONLY use once! They charge £500 for you to have it! The Beckton Branch in East London really does make a 3rd hand car salesperson look good.

I purchased an Endurance Leather 3 seated sofa and 1 chair fron SCS Aintree Liverpool in 2014, l live on my own. This so called Leather furniture is peeling and splitting in different places, l bought this with a matured life policy, l paid £1, 400 for it, it clearly isnt Leather or Endurance, l am deeply upset on this because clearly l wasnt sold as l was told by the Salesman that this sofa and chair is a very strong Leather which defenetly isnt, l look forward to your reply

I bought a endurance sofa in 2015 took out cover for it and insurance. Recently both sofa, s have developed a bad case of peeling and a problem of feeling wood a springs threw the cushions, I have since been in touch with scs who told me they have email the store to contact me about the next step. After a number of calls back to customer services I went to the store were I bought it and they have told me they are allowing me £150 toward another sofa which I am not happy with at all I bought this sofa as they said it is built to last what a joke.