SCS Reviews

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

1.5 Rating 1,807 Reviews

11 %

of reviewers recommend SCS

Company Reviews

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Metrics

1.5

Based on 1,807 reviews

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

Visit Website

Phone:

0800 731 0048

Email:

scsonline@scs.co.uk

Location:

45 49 Villiers Street
Sunderland
SR1 1HA

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168

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

“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

“Purchased two reclining swivel chairs from scs at a cost of £1400, waited almost nine months for deliery, one chair has developed a fault in the gas lift strut and sinks to its lowest position when anyone sits on the chair. I paid '£60 for technition to come and check the fault, he said it was a manufacturing defect. A further phone call from scs informed me that despite the ten year guartantee, they no longer stocked this line and would not repair it, they did offer a credit note in lieu but I will not buy anything else from this store. Still negotiating but not hopeful”

Helpful Report

Posted 4 years ago

“Took delivery of our first suite in Oct 2018 recliners kept breaking engineer called out and fixed one of the recliners 6 weeks later another engineer called out this was on March 2019 took till august 2019 to get scs to agree to replace suite took this opportunity to upgrade suite hoping to avoid any more problems new suite ordered and arrived end Nov 2019 March 2020 leather peeling of suite because of lockdown had to wait on shop reopening to get them to contact customer services Oct 2020 engineer comes out the finish is peeling off the whole suite and will need recovered phone customer services weekly for update waste of time nobody can give an answer so £5700 and 2 years later still not got a serviceable suite DO NOT BUY FROM THIS COMPANY is the only advise I can offer to anybody”

Helpful Report

Posted 4 years ago

“Worst experience, ordered dining table ,got late delivery after a month in November, product was broken ,replaced 3 weeks later ,again broken ,even worse than before and now no news of when will we receive our product, hopefuly will cancel our order. Worst company ever.”

Helpful Report

Posted 4 years ago

“Terrible. Cancelled our fitting without telling us so we had pulled up our carpets. Long story short, delay of 4 months predicted so cancelled order. Out of pocket by over £150 as our perfectly good underlay has become damaged after 3 months of no carpets. They wouldn't even consider replacing the items damaged due to their incompetence. Terrible customer service.”

Helpful Report

Posted 4 years ago

“Purchased a Endurance sofa .delivered on time no issues .seven months later metal rods have burst through seat cushions reported it waited 6 weeks for someone to come out and stick caps on ends of rods and order new seat covers . Still rods picking through though 2 months later new seat covers fitted complained about rods told nothing they can do but cap them off raised another complaint another engineer decides to remove a rod from one seat that has now sagged but other seats still have rods picking out . Another phone call another engineer turns up says it’s wear and tear after 7 months . Almost 10 months from first complaint still waiting on another engineer company sent letter today to arrange appointments called them and was informed they were only coming to recap rods and replace seat covers so still will have rods picking through and a sagging seat . Absolute joke . Called customer services from SCS waste of time don’t care said they will email warranty company again . At no point have SCS been in contact with me to keep me updated only contact is from me . If I had took it on hire purchase I would have stopped payment but I paid outright for sofa so they don’t seem to care . I will never buy from SCS again nor would I advise anyone to do the same . Purchased the Endurance sofa as was advised by salesman that it was very hard wearing and had a 20 year build guarantee didn’t even last the year . Even the engineers have agreed it’s a poor build .”

Helpful Report

Posted 4 years ago

“Complete liars!! Ordered all my carpets was told there would be no extra cost on delivery that all grippers and plates included then to be charged £75 by carpet fitter. I went to store and double checked this to be told again they were included. Called to speak to manger was not interested in the slightest, rude and unhelpful! Would recommend not using this company”

Helpful Report

Posted 4 years ago

“Had the most stressful and prolonged experience with SCS! They lie to your face when trying to get to a resolution and then not once have they called me to keep me updated. Wrong carpets fitted and took three visits to the store to eventually get the problem resolved 6 weeks later. The carpets have been fitted poorly and quickly. Customer service is shocking and when I requested compensation for such poor service they offered a minute ammount and two months later I am still trying to contact them to get my money! Don't go there.”

Helpful Report

Posted 4 years ago

“Will never use again. Bought a carpet on 9 months interest free, never turned up to fit, when I rung them I was told they left a voicemail to say carpet was out of stock till after Xmas leaving me with and empty bedroom and furniture everywhere! 9 months later I'm getting chased by the finance company because SCS didn't sent an email letting them know. Edit.. Due to your inactivity I've now had my overdraft reduced and credit card limit reduced. What a bunch of cowboys”

Helpful Report

Posted 4 years ago

“Tried to give 0 stars but can't write a comment if I do. Paid £875.00 for hall, 2 flights of stairs and landing. Waited 6 weeks for fitting. Call received the jight before to co firm fitter is coming and to ensure we have removed old carpet ready for fitting. On the day fitter called to say we are PM. When he realised he had 2 floors to do suddenly would not have had Time and tried to make excuses not to come. All day on phone to SCS to sort with nothing done. Call yesterday to say fitter will be with us today at 9.30. Not arrived again. Apparently has a busy schedule today. I have children and elderly mother in law here. My daughter got her slipper caught on the grippers and fell down 3 steps. Absolute shambles. Customer services appalling. Avoid!!!”

Helpful Report

Posted 4 years ago

“Ordered and paid up front for a stair and landing carpet. They managed to bring the wrong colour TWICE. Complained, got ignored completely, in fact, they still haven't responded to me and this is 3 months. Finally got my money back today, but still no contact or explanation for the cold shoulder. Customer service is shocking, how they are still in business is beyond me!!”

Helpful Report

Posted 4 years ago

“Useless. Carpet was fitted incorrectly. The "premium" door bars we ordered and paid for were not used, one door bar was missed. The fitters scarpered before we were able to look at their work and raise these issues. Multiple phone calls to customer service have produced nothing other than empty promises.”

Helpful Report

Posted 4 years ago

“Would avoid at all cost , unbelievable customer service, over 40 emails and calls. Corner unit split awaiting pick up . On there terms and will not refund till it back also takes five to ten days for refund. The quality is very poor awful service I would take your money to a different company .would not recommend on any level”

Helpful Report

Posted 4 years ago

SCS is rated 1.5 based on 1,807 reviews