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

Questions

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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Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Title: ScS Fails to Uphold Consumer Rights - A Cautionary Tale When I purchased the "Cassia 3 Seater Static Sofas" from ScS in November 2023, I expected a quality product that would provide years of comfortable use. However, within just three months, the foam seats began to sag significantly, indicating a premature deterioration of the upholstered interiors. Despite promptly reporting this issue to ScS and having a technician assess the furniture, the company dismissed my concerns, claiming there was no manufacturing fault. This response was not only dismissive but also a blatant violation of my rights as a consumer under the Consumer Rights Act 2015. According to ScS's own terms and conditions, if there is a defect, the company should discuss whether repair, replacement, or rejection of the product is most appropriate. Furthermore, their warranties cover upholstered interiors (foam, fiber & feather filling) and covering material (fabric & leather) for 12 months. The rapid deterioration of the foam seats within just three months of ownership clearly falls within this warranty period. Frustrated by ScS's lack of accountability, I escalated the matter through multiple channels, providing detailed documentation and evidence of the defective condition. However, the company consistently maintained that there was no manufacturing fault, disregarding my rights as a consumer to expect products of satisfactory quality, fit for purpose, and durability. Despite my persistent efforts to reach a fair resolution, ScS repeatedly dismissed my concerns and advised me to seek assistance from the Furniture and Home Improvement Ombudsman, an external body that should not be necessary to involve for a reasonable resolution from a reputable retailer. Even after escalating the matter to the CEO, Steve Carson, ScS remained unwilling to uphold their obligations under consumer protection laws. Their dismissive attitude and lack of accountability have left me with no choice but to pursue legal action through the Small Claims Court. My experience with ScS has been a frustrating and disappointing one, marred by a lack of customer care and a disregard for consumer rights. As a cautionary tale, I urge others to be vigilant when purchasing from ScS and to be prepared to assert their rights if faced with similar issues. A company's true character is often revealed in how it handles customer complaints and upholds its obligations. In this regard, ScS has failed miserably, leaving me with a sour taste and a determination to seek justice through legal means.”

Helpful Report

Posted 1 year ago

“Very bad service had to wait over 8 months for spare parts.SCS said we would get the parts in 12 weeks. Rang customer service most weeks to find out what was going on. No one got back to us went into our local SCS to see if they could do anything nothing it was down to customer service. Lost our first order second miss the time slot.then they told us that the parts in the warehouse but they weren’t. Finally last week Emmiera came out to fix the sofa and chair they couldn’t do more for us. I would never use SCS again. Customer service is very poor”

Helpful Report

Posted 1 year ago

“The appointed Tech. From Emmeira arrived today and took photo’s of the sofa and inspected underneath. When I explained that my wife has now got bleeding piles with sitting on the hard sofa, he just replied saying that he doesn’t work for SCS and was only here to make sure there was no manufacturing faults. He also said that it would get softer with sitting on it. My wife has been sitting on the sofa for 8 months ! How long does it take for this to happen ? she is also attending the surgery now with bleeding piles. My next step here will be to contact the Environmental Health & Raw Deal, we are disabled pensioners and cannot afford to be throwing away over £2000 just for my wife to end up with bleeding piles. I hope scs read this and do something about my complaint before I take further action as mentioned above”

Helpful Report

Posted 1 year ago

“Purchased a sofa from here and was told it came with a free foot stool which I like so ordered the sofa. Upon delivery nearly 4 months later there was no foot stool in sight, when scs York was called was told that there wasn't a footstool included in the offer, the paperwork receipt even stated that there was a free food stool. When questioned a member of staff in store was fobbed of with the answer of ' I made a mistake and these things happen' and I won't be getting my foot stool. Then recieved a call from a staff member stating I can buy the 'free' footstool for £300 which was refused as why would I buy something that was free, then recieved another call saying I could have the 'free' foot stool for £100 again refused as they still didn't understand why I'd buy a FREE foot stool. After arguing in store and on the phone and sending emails have been told will finally get the free foot stool but just to add insult to injury will have to wait another 4 months for that to arrive. Absolutely shocking service from SCS and appalling that they treat their elderly customers this way AVOID AVOID AVOID”

Helpful Report

Posted 1 year ago

“Paid close to 4K for two sofas and In only 4 months one seat cushion was clearly not right, it was sinking down and making a strange noise, a tech was sent who said something had gone inside and he recorded the noise, he said he would order parts and we would hear within a fortnight. Heard nothing so called and was told the manager had overruled the tech and nothing was wrong, we were disgusted and so they sent a second tech who refused to compare it to the other seats, would not sit on it and said it was fine, we suspect he came primed with what he was to say because since then we have contacted the ombudsman who has received both reports and the first one now mentions nothing about it needing a repair even though the tech had typed it all out on his tablet and told us he would order parts. They are a deceitful, fraudulent company regardless of all of the “positive” reviews. It would be interesting to see how many actually go on to have issues because there are thousands of complaints on Facebook alone and the bad reviews on Trustpilot seem to disappear over time 🤨”

Helpful Report

Posted 1 year ago

“Don't buy from this company I payed 3k for electric recliner sofa and chair, only has it 2 years and one of the cushions has slanted, SCS say it's usual wear and tear, so what they are saying is their furniture has a life span of 2 years. Utter rubbish, customer service couldn't care less, I definitely won't return...”

Helpful Report

Posted 1 year ago

“Received sofa in different colour not what shows on website. Despite that i was told there is nothing wrong with it as sofa is not faulty.”

Helpful Report

Posted 1 year ago

“2 leather sofas delivered, wrong colour, customer service said, we have got in touch with manufacturer and they are sending a sample. Waited 12 days no sample, no one contacted us. Allen customer service again, response was manufacturer says it’s the correct colour. Which it wasn’t. Was told to contact omnibus man. Somone got this wrong, plus you get no paperwork it’s sent by e mail. Do not trust this company plus customer service is rude.”

Helpful Report

Posted 1 year ago

“APPALLING CUSTOMER SERVICE - delivery date not honoured TWICE! wakefield SCS. paid for carpets in Nov24 to be fitted early Dec24. Still waiting. Do date. No contact. carpets order in November, with agreed delivery date of early Dec. the delivery date was a deal breaker when we were shopping around. told carpet available for fitting end of Feb and no apology. here we are now 29 feb 24 and still no carpet, no date, no contact, no apology.”

Helpful Report

Posted 1 year ago

“Shocking I've had my sofa a year and complained twice both times being told that I should sit on the other side to even out the shocking sinking of one cushion. Sofas are great if you don't want to sit on them . Zero help from the extra cover I paid for . Please people take my advice and avoid this company”

Helpful Report

Posted 1 year ago

“We payed approx £2000 for a 3 seater and matching 2 seater sofa literally 21/2 to 3 years ago there is only myself and my husband that live in my house and use these sofas for the past year the cushions you sit on are knackered the foam is so flat it's ridculous such poor quality we are having to have the foam replaced in all the seated cushions as we both have bad backs and they are so uncomfortable .we purchased the better foam cushions from the store we thought total waste of our hard earned money not impressed with the wear ability would never purchase from here again.This is our 2nd purchase from this store our previous suite lasted 10 + years so it's definitely quality gone down hill cheaper materials being used, the foam company we are using to replace the seating has said that the foam used is of very poor quality please bear this in mind before you purchase your new suite its a costly purchase and I expect more for my money !”

Helpful Report

Posted 1 year ago

“Issue with flooring that was supposed to have a 25 year wear guarantee. A technician came around to assess and said it was a fitting issue. Was then told by the store manager if it was a fitting issue it would have shown up a lot sooner than 4 years after being fitted. The store employee who we bought the product off also recommended the fitter. After numerous back and forth they have decided it’s not their fault. Disgraceful customer service AVOID!!!”

Helpful Report

Posted 1 year ago

“Bought 3 and 2 seat sofas ,arm cushions were ,there are gaps at the bottom seating area that we can see right through .we did complain ,did get a visit from one consultant told us nothing was wrong ,we complained again got a nice guy who put more stuffing in arm cushions ,but can’t do anything about the gaps .we have had the sofa for a few months now seats have lost their firmness .wouldnt advice anyone to buy from these stores”

Helpful Report

Posted 1 year ago

“The carpet we ordered with SCS was not only measured incorrectly leading to a large gap on our stairs where they ran out of carpet, the fitting was awful (we can no longer close our bathroom door because of it) and the carpet in the bedroom is clearly faulty with an obvious line running through it. SCS customer service has promised to call back with details about how to resolve the issue but after 2 days, several phone calls and broken promises, I'm still waiting. Just awful. I'd never use them again and will be warning off everyone I know.”

Helpful Report

Posted 1 year ago

“I bought the drake sofa and cuddle chair June 2023 costing me over £2000 after 6 months I began getting white sticky patches on the chair .they sent someone out to look at the furniture and he also pointed out that it was on the sofa as well he done nothing only asked me if I had contaminated it myself I’m 72 years old I haven’t heard from them since they came out”

Helpful Report

Posted 1 year ago

“My wife and I spent over £2000 on this Two Seater Sofa, Chair and footstool In August 22 (Six Months Ago) We thought it would get more comfortable with time. Not so and subsequently my wife has had to visit the GP with a very sore Tail Bone at the bottom of her spine from sitting on the couch, the chair that I sit on isn’t very comfy either. What is going to be done about this ? I will take this to every Social Media. Data Base in the UK plus, I am also going to speak with Raw Deal as well . We are both disabled pensioners age 67 and 69 and cannot afford to be throwing good money away just to make ourselves unwell. I will give SCS a chance to make this right before I take it further Regards Alasdair & Hilary Davie Cove Bay Aberdeen”

Helpful Report

Posted 1 year ago

“5months wait and still counting.. Ordered suite in August delivery early December..December told delivery in January..now told our order was cancelled but by who nobody knows..manufacturer has no fabric..delivery date unknown……disgusting customer care”

Helpful Report

Posted 1 year ago

“After paying almost £4000 for two sofas from a lovely salesman in the showroom in Dec 2022, we feel very let down by after sales/warranty side…had issues within 4 months and company not prepared to do a thing even though a technician said that the seat had definitely gone defective and he would order parts, his manager overruled him and now we are having to take the matter further, following months of calls and emails, extremely deceitful behaviour from warranty company. We waited four months for delivery as well. Never buying anything from SCS again and will be warning everyone we know.”

Helpful Report

Posted 1 year ago

“My sofa has developed a fault whilst still under guarantee but I cannot get them to even consider having a look to recurve fault unless I pay a call-out fee The quality of the furniture is abysmal avoid this company at all costs if you do happen to buy from these do not pay for installation as I did and had a delivery driver putting furniture together whilst openly stating he didn’t have a clue what he was doing so I ended up with chairs with legs fitted back to front”

Helpful Report

Posted 1 year ago

“Bought a 3 seater and a 2 seater from these cowboys after a few weeks the cushions on the 3 seater caved in .After getting in touch with scs they sent someone out to have a look at it and decided it was not a Manufacturer fault and are not prepared to fix it and said I would have to pay £500 to put it right. Do not buy from these people customer service terrible Avoid Avoid Avoid”

Helpful Report

Posted 1 year ago

SCS is rated 1.5 based on 1,845 reviews