On 20th August I visited the SCS store in Croydon, while waiting to be served I noticed an angry customer complaining about the quality of their carpet and wanting a refund to a manager, alarm bells should have rung at this point. I waited around and spoke to a sales representative about various sofas. I quite liked the look of the Raphael range. I gave the sales rep our measurements of doors etc, and I was ensured that these sofas would fit into our property as the arms came off. At no point did he mention that it would incur extra charges and an upholsterer to be required. Had he mentioned this, we would not be complaining now. I purchased a Raphael 4-piece sofa set and paid a deposit; the Sofas came out for delivery later in October as promised. The delivery people turned up and tried to get the 3 seater sofas into the property, although I noticed the scuff marks along the sofa so I refused the sofas coming in. The Store manager called up and suggested it would be a good idea to pay an upholsterer £150 to get the sofas into the property and they would sort out the damage and refund the delivery costs. I initially disagreed as previously there was no mention of an upholsterer but after various discussions, I decided to pay the £150 and was assured that I would be reimbursed for the delivery costs as the sofas had arrived damaged and they would repair the damage to the three-seater. I am still waiting for the reimbursement. A week later the upholsterer came round and brought the four-piece sofa into our property. I noticed the following areas of damage, arrived before they came through my door. 1) footrest had no legs 2) scuffs marks on the three seaters 3) Cuddler seat frame broken 4) the single sofa has wood chips in it! And the stitching was poorly manufactured 5. single-seater frame broken 5) Plus I had to pay £150 for damaged sofas to be dismantled and put into the property. The manager from the Croydon store said that someone would be coming around to inspect the damage to sofas and write a full report so they could determine whether the sofa needed replacing or repairing. The inspector took a couple of hours to inspect everything The report came back with over 6 hours of repairs would be required, SCS after care called back and said that they would be replacing the whole sofa and I would receive after Christmas sometime and everything would arranged including the upholsterer, and we would not have to pay additionally for an upholsterer as we had already paid for this with the initial delivery. In February, I received a call from customer after care to say the sofas would be replaced in April. I then received an email saying these were delayed until May. When I then called up again they told me that I would receive it on May 15th. The night before 15th, I called Customer service to double-check everything has been sorted out and they would be bringing an upholsterer to dismantle the damaged sofas that I had in my property that I was already paying for and bringing the new ones. I received a call from the delivery team on Saturday 15th to say there was no upholsterer and they wouldn’t be able to deliver the sofas. I tried to call the Croydon store for about 40 minutes with no reply. So I decided to set off from Epsom to Croydon to speak to the manager face to face. When I got there, the manager who had been dealing with my order, said he would sort this out with one message. On Monday 17th, I then received another call from the general manager to say I had to pay for the upholsterer again and they would repay back. I refused to pay any more money, as I do not see why I should be out of pocket when the original sofas were damaged, and after numerous phone calls, and wasted time, I am not confident that the monies would be reimbursed, especially as I am still waiting for a refund. I cannot believe that a large company such as SCS cannot employ an upholsterer to rectify a mistake on their part as the sofas arrived damaged, without requesting additional money from the customer? I am still waiting for this to be resolved - if you purchased a new car, would you pay full price for damaged goods? I am losing patience with the resolution of what should be a simple replacement of damaged goods. It has taken an unacceptable amount of time, miscommunication, 30-40 telephone calls and I am still nowhere near a resolution. If I do not get a satisfactory response imminently, I will be taking this further, I look forward to your response.