Dear SCS potential future customers stay happy by buying Reliable seating from somewhere else! After 18 months of a sham of a service we finally got back are money today - no apology from the desk staff a lady who questioned in January last year 2018 how I could possibly know how substandardly thin the lazy boy leather was? I replied “drag your finger lightly down your eye lid & you will find the skin gathers - do the same to your heal & there’s no movement! Ours was so thin three inspections later confirmed the leather was laminating - the top layer peeling from below a common situation for SCS just read review. Co.uk who slated SCS! Unlike trust point! - Sadly being polite with the impolite doesn’t get results, we where swiftly shown the customer aftercare number as the stoke store couldn’t help or phone ! Now for Aftercare who on fitting in with me found they had a date 3 months on !! This was followed by a follow up inspection a failed call out & then a senior member coming out to authorise the 5 recliner seats purchased (a 3/2 & chair,) to be refunded or replaced with a new one. Don’t forget the no show appointment or the fact that you have to take the whole day off each time ! Result -Having been assured the New replacement would be checked on arrival & despatch, we received it just over a year later a replacement that had more quality issues than the first! Could they sort this out ? The Tablet said yes we can send you an engineer we don’t know who as the tablet looks who’s free then sends them to the next customer- on that day?! maybe you could go off the photos I sent to the stoke store manager so the leather technician could bring the stuffing / replacement leather & Un bent frame ? - no was the reply the system / tablet chooses the technician so we don’t know who to send your pics to or allow an appropriate time slot to fix it on the now 5th day taken off work) I did ask was there a human in charge of the tablet that could help me ? Sadly it’s the Tablet that tells them where to go there is nothing we can do ! The new store manager who tried her best to sort out our faulty goods said it wasn’t financially viable to replace but did offer to refund (having git authorisation said) minus the 12 months usage we had sat on it !! If it’s faulty it’s replaced or refunded! The replacement was faulty so now speak to the regional to refund all ! You don’t banter with a customer who’s sat on / waited for SCS to act & now you want to take off the usage!! Again I the customer waits ! Finally yes you can have your full refund but we will have to pick up within a week as the head office system / tablet dictates you get your refund one week later but no seat to sit on while you order from elsewhere-they know I have a spine issue but are happy for us to sit on a deck chair while A competitor has the new leather furniture made & shipped in (8weeks) I pointed out you know the delay as you have the same wait for overseas goods so now delay our collection! Again off to regional who then over rides (human intervention!) the system & adds common sense - are new leather seating arrives tomorrow morning it’s from Sofology who have been great, & squirmed at the photos of the SCS quality! SCS uplifted yesterday & scraped the leather as they left (not to worry the frame is the part that gets reused ? That’s the bent frame I replied!) I’ve trained major retail for over a decade within a totally different industry, sadly SCS is lead by a poor system & a head office far from customer focused allowing procedure to delay fixing customer issues, it seems it’s all about taking the money rather than keeping a customer & we have long memories!! I’ve received an apology a month ago from the stoke store manager & she did try, however no compensation for the day’s off time taken off emails & folow up calls & so can only take the trouble to advise customers to simply go elsewhere!