Name: SCS
Address: 45 49 Villiers Street, Sunderland
Rating: 1.47

“I would like to say how impressed I am with SCS from when I walked into the showroom at birstall batley where all the staff very friendly and welcoming my daughter came with me and was helping me to pick a 3 piece suite and a carpet which I find daunting normally we were helped by a lovely young man called Martyn Ramona he asked what sort of things I liked and showed me different styles and fabrics but knew when to step back so I could choose when I did choose he was exceptional helping me through the process when I had decided in my suite he helped me choose a carpet and took lots of samples so I could see what it looked like together brilliant then I got lots of communication telling me when my carpet would be delivered again lovely and helpful even when I told them last minute that I needed my old carpet taking up As had hurt my knee and struggling no problems at all was sorted in no time . Then when my carpet came nice friendly lads did a fantastic professional job so nice and happy then got texts to say when my suite been delivered telling me exact times which was very helpful my suite came again lovely lads no problems quick and efficient looks so nice all in all I am very very impressed I have had with SCS I would not hesitate to recommend you please say a big thank you to all staff involved they made Me feel so special a real credit to you as a company and would like to tell them all a big massive thank you”

Helpful Report

Posted 3 years ago

“Avoid! Avoid! Avoid! Customer care and after sales non existent. I went into the nottingham giltbrook branch for advise on purchasing a new carpet for my stairs landing and bedroom, giving them the benefit of the doubt my existing carpet from the same place had not worn well after only 6 months. Trying to avoid this type of carpet again I wanted knowledgable advise, which you would think these advisers haveNOT! I was told I needed to purchase underlay to be provided with a guarantee for the carpet so agin from the advise of instore staff I went with a more expensive underlay for the stairs and landing as I was told the low pile of the carpet and the more expensive underlay would provide the soft cushioning, even being advised to remove my shoes I store and feel what they had down. Happy with this I placed an order for two carpets which cost me just under £1500. Delivery date was set for the 25th may 21 but a few weeks later advised to be the 31st may 21. I received a call from what I assumed to be the store on the 1st June 21 telling me my landing and stairs carpet had come in yet my bedroom was due in that day did I want the fitting arranged for the same time, my response to that was YES, this advisor went away to chase up and said would follow up with a call. The following day I received another call “carpets are in so we need to arrange fitting” which is what I did also being told a called would be made to me in the morning. A call did not come so after calling back the store at 10.30 and 12.30 the fitters advised I would be the last job in a few hours. The fitters turned up at 5.30 and half way through prepping the stairs they noticed all of my bedroom had been cleared out and they advised they only had 1 carpet to fit. I called the support team who had advised me my carpet was not even in. The carpet fitter finished at 7.30+ and at this point I had no point to sign off fitting as there was no department to contact for support when the carpet already fitted was the most cheap looking and cheap feeling ever. The carpet felt like I was walking on floor boards and there was no cushioning as advised in store at all. The fitter confirmed this was the correct underlay. I followed up with a call the following day to support as it was a store issue so again I went back into store where I was told by an “ex carpet fitter the underlay would give overtime and it was because it’s new which is why the store carpet is soft” baring in mind my home will not see the same amount of traffic a store has especially off the years this had already been layed. I had to wait another day for a call back so the manger could discuss with the parties involved, by this time I became more annoyed and contacted support and demanded someone come out and look. Two days later a SCS representative came out and after walking on the floor agreed himself it had no bounce and was confused agreeing nothing seemed there, yet he didn’t know how to right a report on it as I had been provided with the carpet underlay ordered and there wasn’t a fault. At no point did he pull back the carpet to check the underlay although the support team said there may be a faulty batch. Getting fed up with excuse after excuse I started to record the visit on my phone which he then started to change the fact he had told me the underlay would not give as it is a firm underlay and is not to provide soft cushioning. So between 3 people advising me I store when purchasing to the now 3 people advising completely different reasonings after I have raised a complaint the customer service and assistance to resolve a problem created by instore staff I have been told is not possible and there is nothing I can do as I have signed receipt of carpet, which baring in mind I had no choice to do at gone 7.30 in an evening with no one to offer further support. Along with the store or support team not even addressing I have my bed alone in my bedroom for how ever long it takes for my second carpet to be delivered and fitted. All flooring was removed to prepare for the fitting already advised booked in with 7 chest of draws being scattered all around my home which makes it difficult to even get dressed in a morning for not knowing where to find my stuff. An unusable en-suite which is full of my bedroom. furniture. Never again will I purchase from this store and I would advise another not to even consider it. They take advantage of your lack of knowledge and run with it, baring in mind they also work on commission!! I wouldn’t even rate 1 star”

Helpful Report

Posted 3 years ago

“Paid for foam upgrade sofa delayed due to shortage of foam due to Covid. A month late sofa arrives a month later sofa sagging very sofa ( not what was advertised with a foam upgrade) called to enquire what foam was used a upholstery vist arranged for a month later 10th may 2021 upholstery technician confirms sofa doesn’t contain enough foam and another material that isn’t even foam he suggest that any old foam had been stuffed in there as they couldn’t get the correct high density foam I paid for! After another delay due to technical issues they confirm new cushions will be ordered email states a week .... no contact from customer support no help no apology for substandard materials and 2 weeks later no date for replacement???? Terrible customer service terrible product generally don’t care about customers! Please see picture this is a 3 month old sofa with foam upgrade from scs”

Helpful Report

Posted 3 years ago

“Been waiting 6 months to have our living room, stairs and landing carpets replaced due to shoddy workmanship of the join in the landing carpet and also a fault line running through the whole carpets, eventually had a fitting day for yesterday and the fitter phoned me to say he wasn’t coming as they couldn’t locate the carpet in the warehouse. I’ve had no calls or email contact from SCS, unable to get through to them on the phone and sent several emails to them and still no response as to what is happening. I went to store to speak to the manager but all he could say was it nots down to him it’s the aftercare team. We are now left in limbo not knowing what is going on. I would never ever shop here again and highly recommend no one else to either.”

Helpful Report

Posted 3 years ago

“I was needing a sofa bed and when picked the sales person at Glasgow fort was pushy into me paying my deposit even though I said would have to come back later on. I did my sofa bed was supposed to be delivered into warehouse 28th May. I had went into Glasgow fort store a week before as was told to do this by sales person to pay my balance. When paid I asked again for an update said same thing due in that day. 3 days later after I got an email due to COVID wouldn’t receive now into warehouse until 21/6/21. I contacted them as needed a bed and a sofa to get no help from their customer service team as I couldn’t cancel until after this date. Was called again from someone else telling me when I get sofa can get £58 back which is a joke as I just paid £1200 for a sofa bed upfront to be left with no bed or no sofa. Was told that time I could cancel so I asked to cancel was told that a team member at Glasgow fort would call me this was 3 weeks this friday am still waiting so don’t know if getting sofa getting my money back nothing. Would never order anything from company again as customer service is a joke.”

Helpful Report

Posted 3 years ago

“We brought a laz-boy suite in 2015 since then we have had 4 visits from them to repair the sofa, the problem being that it keeps collapsing in so the springs have to be reset and more packing put in, they say each fault you pay £60 for engineer he does report for them to act on, our report said to change suite which SCS won't act on the problem has happened again and you've guessed it SCS have once again said we need repair and report done. I have wrote to chief CEO and their head office and they are totally oblivious to your problems and are like robots with their responses, I am now resorting to a small claims court action against them as they do not want to do anything I advise anyone thinking of buying a suite avoid SCS.”

Helpful Report

Posted 3 years ago

“Below is my experience with SCS.. 1. Not everyone in the store knows how to use their own system. 2. Was given a quote which included excess and all which changed by 15% when Surveyor arrived to measure. Surveyor confirmed that the measurement of the house was the same as entered in the system but based on his survey, we need more than the estimate. 3. I called the store to understand why it is different and it took an escalation to the store manager to explain that probably the guy who did the calculations got it wrong. 4. I accepted that revised estimate. 5. When ordering, we were told that when the carpet arrives, we will be given a week time to pick a slot to get it fitting but when the carpet actually arrived after 5 weeks, we were given one fixed date ( no time ) to get the fitting done. 6. While placing an order, we specifically asked carpet to be installed in 2 slots as we live in this house and it is not possible to get all 4 rooms done in one go. We were told that the guy again missed capturing on Order and everything will be done in one go. It was not possible so we denied it and after few phone calls, they finally agreed to do it in 2 days. 7. I did not know the time when it will be installed until the morning of installation day and the guys said they are coming in 1 to 2 hrs. Don’t think that any decent company operates in this fashion. Also, there was no date/time provided for the second instalment. 8. Fitters arrived for the whole house carpet, installed 2 rooms and left stuff for the other 2 rooms at our place. I contacted SCS for the second installation and I was told that it will be done the next day by the same fitters when at the same time, the fitters were telling me that they are not coming to my place tomorrow as they have other jobs. 9. I spoke to the store and told them the same and then they said that have rescheduled another job and my job will be done the next day. 10. Based on their promise, I dis-assembled everything from those 2 rooms and removed the carpet. As usual, I was again not given any time by SCS but because I had fitter numbers, I called them just to check what time they are coming and to my surprise ( which was no longer a surprise given SCS ways of working ) they told me that they are not coming to my place. Wonderful !! Now I have no place to sleep, because I moved all the stuff from these 2 rooms to the other 2 rooms. 11. I called the SCS customer service number, was promise an update asap. Customer service team not able to reach store and operation so dropped emails which were not answered by 1 PM. 12. I called again at 1 PM and escalated to the customer support manager who has promised an update in the next hr. The carpet is not yet installed but I thought I had good enough experience to write a review of my experience with SCS.”

Helpful Report

Posted 3 years ago

“Last September we ordered furniture from SCS at Horwich. The store staff were good and we found what we wanted and that’s where the good stuff ends. Delivery was supposed to be mid to late November. Delivery was December. The furniture was assembled and the guys left before we could inspect it but when we did there was damage on one of the parts. We put a claim in for repair and we were told it would be February. When the part arrives with a person to fit it, there was a problem. The box was labelled correctly BUT the item dye was the wrong shade and the stitching the wrong colour completely. The guy then took a slice off one of the seams so the next part would match colour. Then told it would be May for a replacement. We were promised week commencing 10th May. No contact from SCS so after a phone call, the part had been received and sent to the repairs department to arrange a fitting date. Still no contact apart from a customer service person who, after discussions, then agreed to a discount. Still no fitting dates so decided enough is enough and we wanted to return the furniture and have a full refund. Several phone calls, voicemail left, visit to the store and further phone calls but still no response from SCS. Their aftercare is nonexistent, the company just seems to want your money and can’t seem to be bothered when there’s any issues. Whatever you do, don’t use this company if you want a pain free customer experience, take your money and custom elsewhere.”

Helpful Report

Posted 3 years ago

“Ordered a lazy boy recliner chair last sep then advised to change the leather then told it was never made when i got a phone call still waiting for for someone to get the same colour month gone by nothing never buy from this outfit again”

Helpful Report

Posted 3 years ago

“BUY ELSEWHERE!! We bought a three seater electric reclining sofa that Scs OWN delivery team did NOT put together correctly. And still isnt which is extremely dangerous as the end seat tips/falls backwards and is not safe to sit on let alone recline. ( I called Scs in under three minutes of their fitters leaving in hopes they would return to fix, But no) Then we was told it needed brackets hammering on over the frameworks base to stop the end seat from tipping backwards. which does not come off without marking/ damaging the frame due to hammering them on, We was given a pair in store but as you can imagine I don't want to put them on and risk warranty issues. They sent out an engineer to look it over who refused to fit the brackets and lock the end seat in place due to the warranty. Scs then started to pass the blame on the engineer and refused to discuss the issue with us. (Cutting my calls off or asking to phone a help line who then tells you to call scs back..No help at all) This has caused us no end of discomfort and stress as only one reclining seat is safe to sit on. Its nearly a year on and they have only recently stated they have no intention of fixing this issue or allowing an exchange on a more suitable recliner (one I don't have to take a hammer to) with any extra costs being covered by us. It seems even with the warranty we/ buyers are NOT covered at Scs. So before you end up like us I strongly recommend you GO ELSEWHERE!!”

Helpful Report

Posted 3 years ago

“AVOID AVOID AVOID. Save yourself headache, stress, and money by shopping elsewhere. Given the amount and nature of their complaints you would be forgiven for thinking it was SCS – Shoddy Carpets and Sofas. I purchased the Sisi Italia Raphael Leather collection of sofas, unfortunately before reading up on reviews. Ordering and delivery were mostly fine but what followed was not. The quality of the sofa is not reflective of the price paid. I would have been better off going to a local store and picking something up for less than half the price. The sofa arrived damaged owing to the leather having cuts in it. I reported this via the aftercare department and an engineer appointment was made for an inspection. The engineer visited and offered a cosmetic repair whilst stating the repair would be noticeable. I refused this, it was existing damage and not damage caused by myself therefore this was not a fair compromise. The engineer appeared very nice and understanding when talking to us but then went away and put something different in his report. The damage was deemed accidental. I then received an unexpected quotation from SCS for replacement parts and labour for the repair. I queried this and their claim that the damage was accidental to which they said it would be sent for review. I then received a call from SCS wanting to book an appointment for an engineer to come out and replace the parts. Multiple times I confirmed with the lady that the replacement parts and labour would be free of charge with no additional cost to me to which she confirmed that would be the case. A couple of weeks later an engineer visited my property only to offer another cosmetic repair. I had already refused this for reasons stated above so obviously refused again. So back things went for review this time to a “Senior Technician”. Following this review and completely disregarding my consumer rights as dictated by law, SCS contacted me to say that the damage being deemed accidental was their final response and that they would offer the parts free of charge but I would have to pay the labour. Needless to say I am not happy to do this for damage that was already there. The Consumer Rights Act 2015 states that goods should be as described, of a satisfactory quality and fit for the purpose. Within 6 months the burden of proof is on SCS to prove the fault was not present at the time of delivery. SCS have not done this, an engineer employed by them giving his opinion that it is accidental damage does not prove the case. They have had multiple chances to provide a satisfactory repair or replacement. They are now in breach of contract and I am entitled to a refund. They sent me a link for RetailADR, an alternative dispute resolution service should I wish to take the matter further, but you only need to read here https://uk.trustpilot.com/review/retailadr.org.uk to learn who they are likely to favour. I am now preparing to take the matter to court as companies like SCS should not be allowed to get away with such matters time and time again. They take consumers for mugs, happy to take your hard-earned money but couldn’t care less when it comes to delivering the service.”

Helpful Report

Posted 3 years ago

“I paid SCS £300.00 on the 23rd September 2020 as deposit and then paid £920.00 ( £520 + £400) for a sofa which never arrived. After seven months of waiting for the sofa, I asked my bank to do a charge back. I was told I was not able to do the charge back for the deposit of £300.00 due to the transaction being greater than six months. I emailed SCS and SCS accepted they owed me the £300.00 deposit and refunded me the £300.00 deposit on the 22nd February. The £300.00 was the deposit which I was entitled too and couldn't get back due to the charge back being greater than six months. I received a letter for my bank that a Finance Manager from SCS finance department told my bank that I was not entitled to the £300.00 refunded back to me. As a result, my bank took the £300.00 back. I called SCS and it seemed head office did not have any records of the £300.00 paid on the 23rd September 2020. There have been so many failings: 1. the sofa taking almost seven months to arrive – so I had to cancel 2. poor recording keeping of deposits from store to head office 3. Head office/ Finance managers not contacting retail store but jumping to false accusations. I am still waiting for my £300.00 to be refunded and I am no closer to receiving this. I would be grateful if you could investigate the matter.”

Helpful Report

Posted 3 years ago

“I'm still wait for a sofa order on 29th October. Terrible service. Utterly shocked at having handed over £1000 nothing has been delivered. Constant chang of delivery date with numerous excuses.”

Helpful Report

Posted 3 years ago

“Ordered carpet in March, expected to wait a coupe of weeks, given a delivery date. This was changed to the day afterwards without informing me by phone or email, so when I stayed in awaiting my delivery and called when it didn't arrive, only then was I told it would be being delivered the following day. Given a new delivery date because I was at work, which then got changed AGAIN without me being told. Then I was advised that the carpet they had in stock was the wrong one and they had only just noticed. This is now almost 2 months into waiting. Then the new delivery date was given but I was told I'd be paying £60 instead of £30 for delivery. Fuel surcharge, because I live in... Devon. I try and get this charge discounted, 3 phone calls later and I've had enough. I call to try and get the carpet cancelled, "OK yes fine I'll cancel that order for you" and I ask if there's any penalty. Only 25% of the original order cost. The chap was going to cancel my order without telling me! I think this is a despicable way to operate and I'm disgusted with the company as a whole for the devious charges added and for the poor organisation and communication. Maybe the product would have been good, but I'll never order here again.”

Helpful Report

Posted 3 years ago

“Rude staff! Pushy, uneducated and bad attitude! Wasn’t interested in what we wanted was only interested in pushing for a sale AVOID at all costs!! Milton Keynes branch!”

Helpful Report

Posted 3 years ago

“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.”

Helpful Report

Posted 3 years ago

“Recieved delivery on time .both delivery men polite helpful (john&badger) thank you”

Helpful Report

Posted 3 years ago

“Spent over an hour at the Coventry branch decided on a sofa spike with the assistant, just about sorted a price out she then calls the manager over , and the price goes up by over £200 ! His attitude also leaves a lot to be desired Manager at Coventry you are a disgrace , you don’t deserve custom with your attitude, you should be welcoming people back after the last year, we walked out and will never go back there , you should be thoroughly ashamed, however I feel it’s all about the money with you ,appalling behaviour from a so called manager.”

Helpful Report

Posted 3 years ago

“I have been delivered a suite with the wrong coloured feet. I also paid for laminate protection. I have emailed them got a standard reply to email or phone them. It is impossible to get through on the phone and getting nowhere with emails. The payment phone answers almost immediately. This is shocking after care and I would never buy from them again. Sales just tell you to get in touch with after care, would be great idea if in practice you could.”

Helpful Report

Posted 3 years ago

“I spent a lot of money for my suite complained after 4 weeks technician came at 8 weeks and agreed with me only to receive an email saying there was nothing wrong Despite continued concerns not resolved £4000 wasted which I cannot afford to Have not had the expected support for a clearly sub standard item Sagging seat wrinkled fabric uneven joins metal can be felt when recliner used”

Helpful Report

Posted 3 years ago

Shipping & Delivery
Delivery Methods	Own Driver, Courier
Average Delivery Time	Over A Month
On-time Delivery	Greater than 36%
Accurate And Undamaged Orders	Greater than 62%
Customer Service
Communication Channels	Telephone, Live Chat, Email
Queries Resolved In	Over A Week
Customer Service	1.3 out of 5
Avg Email Response Time	-1 hours
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

SCS Reviews