SCS Reviews

Name: SCS
Address: 45 49 Villiers Street, Sunderland
Rating: 1.46

1.5 Rating 1,845 Reviews

10 %

of reviewers recommend SCS

Company Reviews

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Metrics

1.5

Based on 1,845 reviews

Shipping & Delivery
Delivery Methods	Own Driver, Courier
Average Delivery Time	Over A Month
On-time Delivery	Greater than 35%
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

Visit Website

Phone:

0800 731 0048

Email:

scsonline@scs.co.uk

Location:

45 49 Villiers Street
Sunderland
SR1 1HA

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169

Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“We ordered our new sofa (£1800) in person at the Fosse Park store in Leicester around mid October and we were told that some sofas could not be delivered before early 2021, however the store manager told us that there was 1 particular sofa with GUARANTEED DELIVERY before Christmas. This wasn't the particular sofa that we wanted but as we were moving into a new flat we settled for it anyway so that we would be set up for Christmas. We duly moved into our new flat on the 20th of October and have 2 camping chairs to sit on whilst we await delivery of our new sofa. Earlier this month (December 2020) we had a text message stating that there was a problem with our sofa and that it would not now be delivered by Christmas, there was no reason or apology given in the message. I got straight on the phone to ScS and it took absolutely ages for someone to pick up the other end. A guy at ScS took my details and advised me that our sofa had been expected to arrive on the docks in Southampton early in December but the ship had actually docked in Dunkirk ! as this had happened ScS now had to wait for the ship to leave Dunkirk and come to Southampton, he also advised me that as this is unforeseen circumstances they now had no idea when our sofa would be delivered. I said to him that this isn't my problem and that we have been GUARANTEED DELIVERY pre-christmas 2020. I also said to him that if they couldn't get our new sofa to us then they should provide a loan sofa until ours arrives as all we have to sit on are 2 camping chairs! his attitude became very aggressive and abusive and he said we are in the middle of a pandemic and basically don't moan about it !! I asked him when can we expect delivery of our sofa and he said I would have to ring again on the following day to give him a chance to find out. I asked if they could ring me as it had taken so long for me to get through and he said that wouldn't be a good idea as he was very busy dealing with awkward customers and he might forget or not have the time !! I advised him that I would ring the following day, and I also said to him that ScS might want to check the container ships Captains navigational skills as Dunkirk is not in the UK and quite some distance from Southampton, a small retaliation for his aggressive attitude. On ringing ScS the following day and waiting for another long time for someone to pick up the phone, I spoke to a different representative of ScS and this time I was informed that basically they have no idea where our sofa is, when it will be delivered or whats happening. I said that this isn't good enough , they've taken our money £1800 for a sofa that's guaranteed delivery pre christmas and that they are in breach of contract, this guy then said check your paperwork and that they have 4 weeks grace to any guaranteed delivery date given and that its not his problem that we have not got anything to sit on. I said at least couldnt they provide a loan sofa until our new 1 arrives or shows up, to which he said he'd get customer support to ring me. Eventually ScS customer support rang me and said they don't provide loan sofas, and we'll just have to wait !! As things stand we have no expected delivery date for our sofa , we don't know where it is , and no customer support or information from ScS. All this and supposedly Guaranteed delivery for christmas !!!! Absolutely dissatisfied with the whole company.”

Helpful Report

Posted 4 years ago

“I purchased a sofa at the dartford store in July and was advised that my new sofa would be delivered on 16th of September. Before agreeing to purchase I gave all measurements And was told this sofa would fit fine . My sofa did not arrive on 16th September and between then and now Iv been given constant estimated delivery dates so Iv been left without my sofa for 6 months I tried to cancel the sofa on the 13th November to be told I would get a call back but no one did . After no luck cancelling I was Finally advised my sofa would be delivered on Monday the 14th of December. Upon delivery, they could not fit the sofa through my front door, in the process of trying to fit it through they ripped the back of the fabric and damage the sofa and my walls . The delivery men proceeded to take the sofa away to return. And told me I would be ok to cancel it for a refund . I ordered a sofa on argos . ( delivery with in 3 days ) I then get a call from the manager at that dartford store . He was Really rude and cocky raised his voice, Told me I had no choice but to accept the sofa and that he will be sending 2 more experienced drivers to fit that same sofa through that same door 🙄 he told me over the phone that they do not accept responsibility of the sofa not fitting and that it was “not his problem” He then told me it’s my word against the drivers about the sofa being damaged he can not answer that, Basically told me there was no way I could cancel the sofa . Next day I sent an email . Within half hour I got called from the same guy to say he would be cancelling it . So It was damaged clearly . That’s not all . They actually has the cheek and kept the £100 deposit I paid !! Absolute con as soon as they have a sale they don’t give a stuff about anything. That’s wrong with the service . Absolutely AVOID This rubbish company !! I have to add though the Delivery men were really nice and sympathetic .”

Helpful Report

Posted 4 years ago

“SCS are a bunch of con artists. Stay well aware. I strongly recommend reading your rights on the consumer rights act 2015. Always write to SCS using recorded delivery. I had a dispute with them over a faulty sofa. 3 times they sent a workman ton look at it after just having it for about 3 months. I read about my rights on consumer rights page and wrote to SCs head office and guess what...they replaced it.”

Helpful Report

Posted 4 years ago

“Scott and Steven are great team and very professional team a credit to scs workers they phoned a hour before they arrived wish more delivery drivers had their outlook to the job well done lads Colin priestley”

Helpful Report

Posted 4 years ago

“totally disgusted in the way scs has handled our complaint about our carpet which i will be dropping of at the northshields stor after Christmas we have complained about the quality of it from the first week it was laid the way we have been handled is disgraceful and believe me we will be dropping it of outside the shop..”

Helpful Report

Posted 4 years ago

“This is the first review I have ever written in my life. Placed order in sept with ‘guaranteed’ delivery before Christmas, del date was scheduled for 4th dec, plenty of grace I though for any delays. 2 dates went by with countless calls to head office (minimum 30 min wait to get through more like an hour) escalated as a complaint still no one calls to help. Had a text last weekend say would be dispatched wed 16th please pay balance 48hours before delivery. Paid balance same day as message came through had a text this morn saying sofa has been dispatched then this afternoon saying it will not be delivered and no future date given. My wife is pregnant due in 2 weeks, we have no sofa. Went into store as couldn’t face holding for an hour to get through which often just hangs up on you anyway for the manager to deflect everything to head office saying she could only tell us what was on the screen. I asked if her holding on the phone was too long - she replied with not one ounce of compassion yes it’s to long. Wow!! She must really have it bad if thats what she openly admits to customers who have paid their money have had a confirmed delivery date and a cancellation on the same day. Horrendous. After looking into it online it seems hundreds of people are experiencing exactly the same. Why would a company ask you to let with thousands of pounds to not even be able to tell you where your product is or when it will be received. I’ve genuinely never experienced anything like it and hope no one else ever has too”

Helpful Report

Posted 4 years ago

“Absolute disgrace. Bought a sofa in September. Numerous delays, and once again today got told delayed again with no date of next "delivery" So no sofa for Christmas. Trying to get through to them to cancel it so i can get it somewhere else is also proving an impossible task. SCS is a joke of a company and dont deserve a penny from you.”

Helpful Report

Posted 4 years ago

“Had original delivery date changed by two weeks then changed again for another two weeks, leaving us with no sofas over Xmas. Blaming Covid is rubbish, other local reputable firms have delivered theirs on time and on some cases early. Will not be recommending or using this company again. Still awaiting delivery.”

Helpful Report

Posted 4 years ago

“Shocking after service care, carpets/sofas ordered in August. Delay upon delay, with sofa and carpet, when finally carpet laid there was damage to our property. SCS told us to deal direct with the contact fitter, still ongoing now. Can hardly ever get through to customer serviceon phone. Avoid using SCS go somewhere else!!”

Helpful Report

Posted 4 years ago

“Worst Sleeper sofa Experience Ever! As usual with most customers received a replacement but still not fit for purpose. Inferior materials, lies, .......”

Helpful Report

Posted 4 years ago

“We received our 2 recliner chairs which we are pleased with,there is one complaint that both the men that delivered the chairs did not wear face masks,my husband wore his. Our address is 6 lords Close,Coalville.w”

Helpful Report

Posted 4 years ago

“I placed my order on 17th August 2020 with JOSH ORCHARD at the WHITE CITY STORE. He told me the time frame is 6-8 weeks for delivery. The order confirmation form stated 30th October 2020 and he said this is the date the manufacturer gives, and it will come before that date. Josh clearly wanted a sale that day to earn commission. He was fully aware I had moved in a new property and didn't have a sofa. Guess what... I am still waiting for my sofa to arrive. I was then given a date of 4th December 2020 and the excuse was that there is a delay in foam due to the current pandemic. I ordered my sofa in August and they decide to tell me this in December! Well, the 4th December didn't happen, but I received an email from them which was the first bit of communication I'd ever received as it was myself that did all the chasing. They have now given me a new ESTIMATED date of 14th December for my sofa to be delivered to the STORE not my property. They do not care that I don't have any sofa to sit on. SCS has completely ruined my experience in getting a new home for the first time as I am isolated in my bedroom and kitchen. If they made me aware on the length of time this would take, I could have made alternative arrangements to lend a chair or sofa to sit on until it arrived. I even asked if they could loan me one and they said they do not have one! They offered me £100 compensation which I am yet to receive, and they seem to offer this to all customers when they mess up, which is on most occasions. This is an insult! I am unable to log a complaint with The Furniture and Home Improvement Ombudsman as SCS sofa is not registered with them and that tells you a lot. Stay clear of SCS.”

Helpful Report

Posted 4 years ago

“Awful experience can’t believe they can get away with this level of customer service . Ordered carpet in September , cancelled 3 times , ok I understand pandemic etc so given benefit of the doubt. Was told yesterday I was on the list for fitting today and even given the fitters telephone number. I called fitter today to check all was in order and he was still coming given past experience to be told ‘ sorry the carpet is not even in the warehouse I have no bookings today, don’t know why they haven’t told you this’ so blatantley lied to by SCS as they were obviously too afraid to be truthful and cancel it for a 4th time. Carpet now cancelled and I will go elsewhere. Shocking beyond belief plus I now have floorboards and no stair carpet for Christmas ☹️”

Helpful Report

Posted 4 years ago

“Our 3 piece is not yet 1 year old and despite the engineer inspecting it during the summer, he said it was ‘normal wear’ We are pensioners and would say this 3 piece suite is not fit for its purpose to have such uncomfortable worn filling. Would never buy from SCS again. They are not interested..”

Helpful Report

Posted 4 years ago

“I think the carpet samples in the store are a much better quality carpet than those they sell at up to 50% off in the sale using these sample books. Buyer beware, my friend had a carpet fitted in one room because they hadn't got the right width for the full job. When they came to finish the fitting the carpet they fitted appeared to be a lot poorer quality than the previously partially fitted carpet. Go somewhere else for your carpet.”

Helpful Report

Posted 4 years ago

“Ive had my sofa a year now, lovely quality, good customer service, and delivery was good, had no problems, i would recommend”

Helpful Report

Posted 4 years ago

“Went in store to place an order for a sofa and armchair in foam, replacing our old fibre sofa. Agreed throughout the entire process we wanted foam and actually got finance for the first time as this sofa was needed due to my partner being close to birth. Finally delivered and its fibre.. Rang store who said its been ordered in fibre and its £150 to upgrade to foam.Clearly in store adviser entered this incorrectly or there has been an issue down the line as we checked multiple times and agreed to pay the extra initially for foam cushions. We wouldn't have ordered this incorrectly online, so why do we have to pay for an in store mistake? Paperwork makes no mention of fibre or foam but now being asked to pay extra. I'd honestly order online to make sure your order is correct, or go elsewhere. Customer support has been non existent.”

Helpful Report

Posted 4 years ago

“Paid 2300 for a sofa for my elderly mom that was ordered in July 2020 ,first problem delayed on delivery date almost 2 weeks later than arranged delivered 2 week in oct, on arrival hole and mark on the 2 seater sofa, after several hours on the phone asking for someone to come look at it to be told no you need to fill online form in and send pictures, "your OK scs ill do your work after you've took a pensioners money," pictures sent to be told someone will come out, 2 weeks later someone comes out to be told a new arm with be ordered, so here we are 2 months later to be told the next available fitting date is the 2nd of January 2021, ive had to resort in e mailing as your left on the phone Waiting for up to 2 hours at a time and that's just to speak to someone to be told you've come through to the wrong dept i will transfer you, well scs you pushed it a bit to far with what I recieved next a text message to say delivery will be on the 6th jan . Then another text to say please contact us to arrange delivery of you item”

Helpful Report

Posted 4 years ago

“Worst Experience ever not received sofa or a replacement one. Staff dont care unwilling to help dont return calls tell lies. Avoid buying from them”

Helpful Report

Posted 4 years ago

“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!”

Helpful Report

Posted 4 years ago

SCS is rated 1.5 based on 1,845 reviews