SCS. Simply Can’t Supply! We chose our carpet on Saturday 15th of August and I was asked for a cash deposit of £100 which I paid. On Monday 17th a surveyor came to confirm my measurements, he recommended that we have the carpet trims and gripper rods replaced. A new price was agreed and the balance was paid in full by credit card less £135.00 which was to be paid in cash on the day to the fitters. A fitting date of Saturday the 12th of September was discussed, I had made it clear that it had to be a Saturday because I needed to be at home to dismantle and move furniture, remove the old carpet, underlay and gripper rods from the living room, stairs and landing because the surveyor stated that their fitters would not, they would only fit the carpet. I said that to be absolutely sure I would prefer to give SCS two extra week so a date of Saturday the 26th was agreed and confirmed and I would be contacted by the fitters on Friday 25th to arrange a start time. During this period, I had the skirting boards, architraves and doors glossed, and on the Friday the 25th I personally dismantled the furniture carrying most of it up stairs and moving the rest to other rooms, removed the doors, carpet, gripper rods and underlay in preparation. At 3:40 pm on Friday 25th my partner answered a call from SCS in Bradford. They said that they were unable to fit the carpet. I called SCS and spoke to a staff member who didn’t really know the details and she would get somebody to call back. At about 4:15 pm I answered a call from a lady from the orders department to whom I explained everything, she agreed that we had been treated very badly but said that orders were unaware of the job, she also said that she would get the regional manager to call me and discuss some form of compensation for all of the inconvenience, this didn’t happen. I was contacted on Saturday by the sales person who apologised and then told me that the carpet which was coming from Belgium wasn’t even in the country and wouldn’t be delivered until the 1st of October and he would ring me on that date when he had confirmation that the carpet was in their warehouse to arrange a convenient fitting date which he did. The earliest date the carpet could be fitted on a Saturday would be the 14th of November, this date was almost twelve weeks from the actual sale date. I said that this was not good enough and he said he would ring back when he could confirm an earlier date, once again this didn’t happen. On Saturday 3rd of October at 9:15 am I visited the store. Their sales person repeated he would get somebody to ring me as they were still having difficulty confirming a fitting date. I said that I was taking the half term holiday and there was a window of one week where I could be at home Monday to Saturday. Once again nobody called me. In the meanwhile, I did manage to speak to customer service who said they would look in to it for me. The following Saturday I went to the store again and spoke to a senior staff member who confirmed they had received an email stating that the problem would be sorted out on Monday and I would be contacted with a fitting date and I had his guarantee. It didn’t happen until mid-week when my partner received a call saying the earliest this could be done was sometime in November, she asked him to contact me personally. Later that evening I was called and they agreed that the carped would be fitted on Monday 26th of October while I was on half term break. The staff member then said “can you make sure you have the cash ready for the fitters! On Friday 23rd of October at 4:45 pm SCS telephoned me to say that they couldn’t fit the carpet on Monday because the carpet fitters who were contracted to fit it had left the company and there was nobody else who could do the job. The manager agreed to give me the number of the head office, something his staff had previously refused to do because in their own words “they didn’t have that number or those of any area managers who I could speak to”, he then ask me if I wanted to arrange the fitting myself which I refused. Once again, I am waiting for somebody to sort it all out, and my furniture is still upstairs. I explained that the reason we chose SCS is that we were guaranteed that their fitters were trained, registered and some of the best in the business. Now we are informed that these fitters have left the company. On Wednesday morning, I contacted head office who once again connected me with flooring support. The staff member checked the records and confirmed that they had a record of and had passed on all the details to the Bradford store, she said they were aware that I had asked for my money back and it was up to the store to contact me to discuss this. I asked her to contact the Bradford department and inform them that I wanted them to get in touch with me today to resolve the situation and refund my money, which she said she would do. Once again nobody contacted me either by phone or email. On Monday the 26th I phoned the head office and was transferred to the flooring support department. We had a lengthy conversation regarding the situation explaining that SCS in Bradford had refused to offer a refund because they now had the carpet in their warehouse and she said that she would email SCS Bradford. I told her this had already happened previously and nothing had been solved so she agreed to pass on the information to somebody with the authority to resolve the problems. I emailed all the information I had logged to her. I phoned back later and spoke to an employee who confirmed that they had received of all of the emails. Nobody contacted me on Monday or Tuesday the 26th or 27th. On Thursday Morning once again, I contacted flooring support who confirmed that she had access to all the logged calls and my emails, she spent some time reading through all of the information I had sent. She assured me that she had personally completed the relevant forms which she would forward to her manager and get him/her to contact me today preferably before lunch time. Yet again this didn’t happen. At 12:10 pm on Thursday 29th of October I received a call from the Bradford store. He said that they could come out to look at the job with a fitter and make arrangements to do the fitting sometime next week or the week after. I explained that we were not interested, we’d had enough of the whole episode and all I wanted was my money back. He offered me a £200:00 discount if I changed my mind and allowed SCS to fit the carped but I refused. He then made notes of the call and agreed to the refund and sent a message to the head office requesting that they refunded the full amount including the £100:00 which I paid as a cash deposit in to my bank account. He said he would ring me back when he had a confirmation call or email from head office. He also said it might take a couple of days for SCS to refund my money as he had procedures to follow. Nobody contacted me. Friday 30th Oct, I emailed flooring support again then called them to confirm that they have received it which they did. He tried to transfer a call through to Bradford for me but they were not picking up. Nobody contacted me. Saturday 31st Oct. 10:50am I was called to see if SCS could arrange a day for fitting the carpet. I said that I has officially requested my money back and could he get the manager to to ring me back today, he said he would. Nobody returned the call. Sunday 01/11/2020. I once again went to the Bradford store to personally ask for my payment to be refunded back to the credit card on which I had originally made the payment. The manager personally assured me that the payment had been authorised by head office and I should receive the payment by Tuesday 3rd of November and he would personally give me a courtesy call on that date. He also said that SCS had emailed a message to my work address confirming the above. I checked when I got home and there was no email from SCS. Tuesday 03/11/2020. Checked with the credit card department who confirmed that no money had been refunded and they connected me through to the credit card disputes department who are now dealing with the issue. Wednesday 04/11/20 the day before the second lockdown started SCS rang my home to see if they could make arrangements to come and fit a carpet. Friday 13th November. Contacted my credit card company who confirmed that there has been no refund Tuesday 17th November. I have sent another email to SCS requesting my money back. I received a call from SCS at about 5:50 pm that evening. The lady I talked to said that she had authorised a refund but the request for the refund had actually come through to the head office on Tuesday the 10th of November so I presume that all of the promises, guarantee’s and previous conversations with the Bradford store were not actually genuine. The good news is that on Friday the 20th of November I actually had my money refunded, I also received an email confirming that a refund had been processed. Ironically it was from somebody I had spoken to over four weeks previously and it ended with the words “SORRY FOR ANY INCONVENIENCE”. This sorry episode has been on going now for over four months from the day that we paid for but didn’t actually get our carpet! SCS advertise that they are proud sponsors of several T.V programes but it seems that they don’t care that much about their customers once they have taken their money!