SCS
Reviews and Complaints

The fitter has left us with 2 doors we ate not able to close as squd did not need cutting. One a bathroom and one a kitchen door as well as this a bedtoom door that has been cut uneven that daylightcan be seen under and i can fur my hand underneathwhen closed . I have been trying to get help from the fitter and SCS now for almost 4 weeks keeps on passing the buck. No one wants to help. My husband is also disabled and serious ill so if the kitchen door is not closed and a fire was to start in the kitchen it will take him longer from upstairs to get out again no understanding they don't care

ScS, a furniture store with a long history, has garnered mixed reviews from customers. While some praise the quality and service, others express dissatisfaction with issues like slow delivery and customer service problems. It seems that experiences vary widely, highlighting the importance of thorough research before making a purchase decision. Potential customers should consider both positive and negative feedback to make an informed choice.

SCS have not addressed the discolouration to the leather that is occurring on our leather Sofa. We tried to contact them since Jan. 2025 via emails and their contact form but no one is taking our concerns seriously.

We took out additional 5 year sofa protection cover - but the defects relate to workmanship and the quality of the materials hence why Castelan Group (insurers) are exploiting the loop hole in their cover.

We are extremely upset and want SCS to pay for their defective product

My complaint is non delivery of furniture after being given 2 different delivery dates. Nov & Dec'24 I have been in store & they it's not their job. I also have emailed them but no reply. I have emailed customer services & guess what no response. I got rid of my furniture 3 days before the 1st delivery, which was a big mistake. I have told them I am a 75 years old & suffer with my spine & have osteoarthritis in both legs & cannot sit on wooden dining chairs very long. At the end of the day I either want the furniture I paid cash for or a full refund. Seeing as they don't reply to emails or answer the phone I am at a loss who to contact.
I am very disappointed with SCS.
I originally made the order 11th Sept'24 order ref no S0038-[protected]

19/11/21 2 x Pepe Endurance static sofa's, storage stool, 5-year premier cover, bought
30/5/22 Order finally arrives
12/2/24 1st complaint sent re cushions sagging - technician to come out
26/2/24 Technicians report - says no problem! (Even though he didn't sit
on the sofa's) !
27/2/24 Send email to SCS - advising not happy and send complaint to
SCS Ombudsman
8/5/24 Ombudsman accept to look at complaint
17/5/24 Reply from Ombudsman ;-
I am not able to establish the cause and ascertain liability therefore I do not believe there are sufficient grounds to make a decision in your favour. Unless you are able to provide any additional objective evidence to prove that there is a manufacturing defect with the goods, I shall be unable to consider your complaint further at this stage.
21/7/24 2nd Complaint sent - 2 springs have come away and snapped the
wood
23/7/24 SCS advise I have to pay £75 for technician to come and inspect
24/7/24 I send an email saying I refuse to pay this and get the below response.
25/7/24
I am sorry you feel this way regarding the service you have received, and I apologise for any upset this may have caused you.
All of our furniture come with a 12-month warranty and when the warranty expires should any issues occur that need to be inspected a fee is applicable. The fee is to cover the cost of the inspection.
Your Terms & Conditions explain this fee in section 10.

Sales Order No. : S0086-5528051

I purchased these Table and chairs, they were delivered during November 2021.

At the end of last year one of the legs collapsed and broke off. I have photographs of the damage if you want me to send to you. When I look at the chairs I see an inherent fault. The legs are made of aluminium and are at an angle. Over time these legs will collapse. I would like my money back or the fitment that the legs are attached too. When you respond I wish you to discuss the matter with my Father as I am so angry and emotional to deal with this issue. My Fathers mobile is [protected]. His email address is ronald. [protected]@btinternet.com

A Share & Sons Ltd T/A ScS

45-49 Villiers Street

Sunderland

Tyne and Wear SR1 1HA

Question

I can confirm a person over the age of 18 will be present to sign for delivery.

Can a vehicle the size of a Refuse Collection Vehicle park within ten metres of your property? (If

no, detail below)

Delivery Note Comments - Please advise of any Special Delivery Instructions (i.e. Stairs/Parking

Restrictions)?

Are you able to accept your order any sooner than the estimated delivery lead time?

I understand the Estimated Take/Delivery Date is not a confirmed delivery date.

As ScS is unable to store my product, I confirm that I can take immediate delivery once my order

has arrived with ScS.

I understand that as soon my order arrives with ScS we will contact you directly to arrange a

delivery date as soon as possible.

I confirm I have read and understood the points outlined within Delivery Terms/Details.

I am aware I can amend my order up to 7 Days after placing it and understand you do not accept

cancellations as per your Terms and Conditions.

I am happy for you discuss my account with a Friend or Family Member (Please Provide Details

Below)

I agree to the Terms and Conditions set out below and understand a copy will be emailed to me. Agree

Would you like to be contacted by Email?

Would you like to be contacted by Text Messaging SMS?

Would you like to be contacted by Independent Review Sites?

Signature:

Salesperson:

Azeem Tariq

Sell To Address:

Mrs Joanne Dickens

3 Saffron Gardens

Wolverhampton

WV4 5SJ

Tel: [protected] / [protected]

Email: [protected]@hotmail.com

Amount Excl. VAT

59.90

506.67

VAT Identifier

EXEMPT

VAT20

Answer

Yes

Yes

VAT Amount

Access discussed

Yes

Yes

Yes

Yes

Yes

Yes

No

No

No

Delivery Address:

Mrs Joanne Dickens

3 Saffron Gardens

Wolverhampton

WV4 5SJ

Amount Incl. VAT

0.00

20.00

59.90

608.00

667.9 Payment - Thank You

After visiting a SCS store and trying out the Endurance Cassia Sofa's I ordered 2 on-line so that I could get the Colour I wanted: Verona Sky.

I ordered on 27th July 2023. I paid £1,666.98 this included £99 delivery + £236 insirance. I paid with Visa via Paypal. (Paypal are not being helpful).

The 2 sofas were delivered on 6th October 2023.

On the 27th of November I phoned SCS to report that the seating on one sofa had dropped. I also cancelled the insurance due to the clauses within it.

The £236 insurance was then cancelled and refunded within 5 days.

An appointment was made for a technician from Emmiera to visit me on 14th of December 2023.

On arrival the technician took a photo of the sofa, he removed the underside and inspected the interior. He showed me the problem. The seat padding had collapsed. He stated that it had failed due to a manufacturing fault.

After explaining the repair process I said I would prefer a replacement. He said he would submit a report to SCS so they could discuss my options.

Within an hour of him leaving I noticed the second sofa also failed.

I phoned SCS to report this and asked about the 2 sofas being replaced.

I was told that once the technicians report was received they would phone me to discuss my options.

On the 19th of December 2023 I received an e mail from Emmiera to say they can repair the sofa (Not both sofa's) They have ordered parts and would contact me when the materials arrive, in up to 12 weeks time.

I do not want the sofas repaired with the replaced materials as I belive that the same problem will re-occur. I have explained that the severely uncomfortable seats are aggrevating my disabilities and pain.

I have been unable to get through by phone.

We ordered furniture on the 5th of October 2023, to which the follow up call confirmed a 5 week delivery time. Since then we have received two separate delay emails. I have now received a delivery date and it happens to be the only two days we are not in. We were asked if a neighbour can accept delivery but that's not a viable solution.

I called the booking number provided and was given a blunt answer of "no" to rearranging, and that it would be the first week of January at the earliest, but it may be later.

We were promised a christmas delivery date, but they will not work with you if you are not in on the single day provided.

I called the main customer services to ask for assistance, and they were provided with the same blunt no internally. The lady on the phone on the main customer services number was very apologetic and did her best to resolve.

My sofa was ordered back in June and delivered in July 2023.

It had the incorrect switch on one of the three seaters and after MUCH complaining, it was decided in September (three months after initial delivery and complaint!) that a full replacement suite would have to be ordered and sent.

I received the replacement suite in October and a week after it was delivered the switch on the other side of the three seater sofa stopped working, leaving the sofa outstretched in recline. I was told this was classed as a priority and that someone would be in contact to send engineer out.

The switch was finally replaced on Thursday last week (23/11!) and it is not wired correcting and is opposite to how it should work!

I have to say I am now very angry and I am strongly wanting to return my whole order for a full refund!

I need this issue sorting asap which means ANOTHER wait on the phone to customer services!

The seat cushion is not of satisfactory quality. Had an upholsterer to have a look, he said that the seat foam was of poor quality, and should be replaced with a foam with a 30.35 ILD. They replaced the foam with the same poor quality. I complained again this time the technician said, they won't replace the foam with a better ILD as this is what I payed for. I Disagreed with the decision, he then said that he will put in his report that the chair had no faults. I would like to point out that the chair in the showroom was of far better quality. I cannot believe that an experienced upholsterer would sign off a job, claiming that no faults exist, when they had replaced a like for like foam, which they said needed to be replaced.

Dear SCS

I’m sending you this original email that I sent the after care team back on the 2/8/23 which has never been acknowledged or answered. After twenty odd weeks my faulty carpet has finally been fitted on the 16/9/23 by an awesome fitting team led by Manj who is a credit to your fitting team, as are your call centre team, they must encounter so much negativity customer’s encounter with your company’s services. Again I do not normally complain but I think I need to draw your attention to the service I have received.

Please see original email below which I said never acknowledged or answered.
I look forward to your answer
Hi After care team
I fill saddened to be sending this email but fill I need to.

After selecting SCS to re carpet my house my wife and I were looking forward to a great carpet under our feet, even though it would be a lot of work turning the house upside down ready for fitting.
On the day of the fitting all was going well until we saw very prominent lines through the carpets in upstairs hall and bedroom and livingroom down stairs.

I called the fitter up to look at them and he said they were often normal and would go in time, not the answer I was looking for after paying £1600 for carpet and £280 fitting, surely he should have shown us these before he laid it. I raised my concerns and put them on my receipt copies to be sent back to store.

In the coming weeks I was contacted by customer services and told that this is normal and would have to be left 12 weeks before anything could be escalated, which I was not happy about I sent several photos and it was agreed the surveyor who priced and measured job would return and investigate.

On his appearance I showed him lines and two rooms where carpet was rising/rippling and also bathroom bar was loose, he agreed carpet may need restretching and bar looking at, and that he may have to get manufacturers involved as lines were still visible and he would put it in his report. 3 weeks later and I still had not heard anything so called helpline again to be told his report contained nothing we had spoken about and everything was ok in his eyes, but I’m sorry I beg to differ, I spoke to Sophie and she was amazing and got another fitter out to look at faults he came today and found the bar to bathroom was the wrong bar and not even fixed, and when stretching carpets in bedroom and livingroom found gripper rods were not fixed properly in some areas and had to remove a good inch to stop lumps at skirtings again not great seeing as I paid someone £280 to do it properly the first time. He also said the line on top landing does look like a fault as 13/14 weeks in it’s still visible and will put in his report it will need changing ASAP so I must question surveyors report which I have seen and read.

It has just been one issue after another since having carpet fitted and has literally put a dampener on whole job and now we could be going in to 15/20 weeks before it’s anywhere near finished which I find totally unacceptable on all levels.
I will wait to see final outcomes and your response to this email as I think this needs addressing.
On a better note can I just say Sophie & Shannon on phones have been great with dealing with issues, and I think his name was Manj who came today was great.

Look forward to your response
Paul Cook

Dear sir ,I have just had a second visit from home serve repairs,to replace left hand arm and seat cushion ,on further inspection the repair technician agreed that the left side of said sofa is equally of poor quality and needed replacing .The quality and condition of the sofa and chair are sub standard and need replacing for new ,the situation has been on going for six month with no satisfactory out come ,I have only had the furniture for nine months ,the whole situation is unsatisfactory.I look forward to you response on this matter at your earliest convenience.Mr richard gregg.

Dear Sir/Madam

Order number S0085-6117981.

We purchased 2 new lazy boy sofas from you totalling £5,060.96

When delivered in November 2022, one of the sofas was damaged the reclining controls and one of the drinks holders was damaged, the delivery men took photos with the little arrows and said we had to report it to get a repair man out.

The earliest date was 10th December 2022; we waited in all day for the repair man whom arrived at 2.15pm approximately. Only for him to tell us he couldn't repair as he needs to order the parts and that the delivery men should have done this.

When the part did come into stock another repair man came and he was unable to again repair our brand new broken sofa,2 parts were required to fix and only one had been ordered, he said he would order this other part.

So once again after waiting, another repair man came on 10th February 2023, and guess what the wrong part was ordered and we have to wait again to get the correct part ordered and our brand new sofa is still not fixed.

I have now had to have a total of 5 days off work, each time the wrong part is ordered and I am assured that they have now ordered the correct part!

Finally I am contacted by a lady called Amy! She tells me I can have 3 options, a brand new like for like on my sofas that we already have or my money back or a credit to go into SCS and pick out something of equal value.

We select to have like for like brand new, however I tell Amy this is SCS’s last chance if I don’t get my new sofa’s I will want my money back. She agrees to this, and so we wait.

We finally are contacted to say that our replacement sofas are coming on the 12th September 2023.

I am contacted on the 9th September 2023 to say they are coming on the 12th anytime from 7am.

I am contacted on the 11th to say that our replacement sofas are coming on the 12th between 1pm and 7pm.

I am contacted at 6.30am on the 12th to say that our replacement sofas are coming today between 4pm and 4.45pm.

I am contacted at 9am on the 12th to say our order of 2 replacement sofas is not coming!

I phone up to find out what is going on, I end up speaking with John the manager of Basildon SCS where we original bought a year ago our sofas, which are still broken, haven’t been fixed and haven’t been replaced. He is very rude and very unhelpful; I now want my money back as was agreed with Amy, that should you fail again in your obligation to me this is what would happen, John rudely refused, no explanation, we are just left with damaged goods.

How do we proceed, in 7 days if I am not satisfied, I will go to my solicitor, I will contact trading standards and I will contact watchdog, in fact I will kick up all sorts of fuss at your utterly disgraceful conduct, your treatment of a loyal, returning customer shows you have no regard for your customers. The stress this has caused myself and my sick wife, whom has a heart condition and this stress as made her quite ill, this kind of behaviour by SCS is deplorable.

Regards

R. Pirch

124 North Road

Westcliff on sea

Essex

SS0 7AG

Delivered in November 2022. One side had dropped and I notified the help centre . An agent came out and did a repair. He showed me where the wood had broken . This did not last long and I have had them out on a further two occasions. The last time I asked for the sofa to be fixed (same problem) and the wings on the chairs were loose and squeaking when you sat down . The agent came out and said he would order new brackets for both chairs and that he had fixed the settee ( I had to leave the room when he 'fixed' the settee !) I have waited since the 3rd of July and today I followed this up with the following 'A repair man came out to me on the 3rd of July as I complained that my settee had dropped at one side (again) and the wings on one of the chairs were squeaking and very loose . He came and said that he had ordered new brackets for the wings of both chairs and that he had repaired the settee. I have had no correspondence since . I appreciate that in July and August people do go on holiday and therefore staff are low on the ground but I would have thought someone could contact me with at least a date for repair.

I now have further issues with the settee and the recliner .

-The settee has dropped further, and you can feel that the actual seat is leaning towards the arm . There is obviously some sort of manufacturer's fault with this settee as I have had 3 visits from yourselves trying to repair it ! I did not expect the furniture to need this type of intervention so soon . How do I raise a concern that the settee has always had this fault and is due to the original build at the factory? In other words, I am looking for a replacement, not yet another repair!

-The recliner . This recliner is now making a noise when being reclined to any degree. We looked at the back and you can see that the screws have not been screwed in straight . It also judders on some occasions . My husband is the one using it and he is 6'2"weighing 10 stone which is not excessive. We have grandchildren who are all in their teens so no jumping or excessive wear . Again, I thought it would last longer than this .

Can you please advise re the above and let me know what is happening .I did take out all the cover for the suite, but I feel that the issues I have particularly with the settee, were the manufacturers' faults from the very beginning prior to delivery.

I look forward to hearing from you '

I have now received the following response :

'Hello,

Thank you for your email. I have looked on our system and our visit from 3rd July is down as being complete. Any further issues you would have to contact SCS directly to report this to them as we are a third party company.

Kind Regards

Luke

Therefore the agent on the third lied to me and the above response does not address any issues with the recliner that I now have . Not a hint of an apology or good customer care. I do not want this Company to come to my house as I do not trust what they say or do.

Please can someone look into this for me as I have had nothing but issues with this settee and now a problem with the recliner

regards Mrs Margaret Bull

Bought a sofa from SCS. The service in the showroom was great. Salesman was polite and very helpful. Delivery was organised for 21st September 2023. I receive an email, and SMS, telling me that it would be delivered as scheduled. Morning of the 21st I receive a message saying it will be delivered between 10:15 and 10:50.

Delivery centre calls at 10:34am, 19 minutes into my delivery window, saying that they won't be here today and that it's going to have to be tomorrow or next week. They can't do weekends as Aberdeen is too far out of the way and I will just have to arrange to be home on another work day.

Girl on the phone seemed totally oblivious to my rather clear annoyance and did not seem to understand that I cannot simply work from home whenever I feel like. She was very rude and flippant on the phone and told me to "have a nice day" before abruptly hanging up after I told her how unprofessional it was to wait till the delivery window before calling me.

To say this has soured the experience would be an understatement. If there is somebody on the delivery crew who is ill why not inform me earlier instead of waiting till the delivery time. At least I could have made arrangements around work to cater for having to stay home another day!

We bought this suite from SCS approx 6/8 weeks ago and when they delivered it

they made a hole in the back of the settee.

We have been in constant contact with SCS about this and they asked for various photos that we sent them straight away but they are just stalling in either getting the settee completely recovered or what should really happen is they should supply a brand new settee or even a complete suite as this is what it was bought as.

Unfortunately after sending them loads of messages and phone calls that they have not even had the good manners to at least reply to we are now left in no mans land as the local SCS in Chester has closed for a refurb there is no other way we can contact them

Our sofa arrived with us in October 2022. The sofa arrived with a horrible smell on it and we’ve done everything since then to be rid of it. We ordered the sofa cleaning kit when we purchased the sofa and that has done nothing. So I washed each detachable pillowcase in the washing machine but the smell still lingers. We do not eat or drink on the sofa so there isn’t any possibility it’s food/fluids. We do not smoke either. It has reached a point where we do not have people over and do not want to sit in the living room as the smell is similar to a rotting/sick smell.

Our furniture was delivered 5 weeks ago after waiting 9 weeks. Firstly, we immediately disputed the size of the ‘4 seater settee’. We raised a complaint, went to the shop in Giltbrook where we purchased it from, and was told, yes, it’s the wrong size. We were told we needed to arrange for a technician to come and measure. This happened on the 10.5.23. He confirmed the settee was indeed a 3 seater. We were also missing a bolster cushion from the 2 seater as well. He told us he would put his inspection report through and that it would most likely be you uplift the whole suite and replace with new. Yesterday I spoke with a member of your customer services and admittedly I was frustrated and irate at the time of the call, but to my aghast, she put the phone down on me! So…. bearing in mind both my husband and I work full time so are out most of the day, and the fact the furniture is only 5 weeks old…. I attach pictures showing the considerable drop in the seats. In view of the unmet expectations with the defective, highly poor quality product, I am exercising my rights for a full uplift and refund. We where mis-sold the furniture, clearly believing it was bigger than it actually was. I am legally bound to allow you 14 days from the date of this complaint to refund my money and collect the suite. Should this not be honoured, we will personally arrange the suite to be dropped off at the shop where the order was placed.

Bought a Wilton Carpet from SCS Stockton. When it was fitted when we removed all the excess carpet left by tge fitters we could not believe our eyes. New carpet looks like a muddy dog had run all over it. SCS sent Nigel to check it and he took photos. He agreed it was a complete mess. Nigel rang to say he contacted the manufacturer who has not replied. We are stuck with this horrible mess. Thought Wilton was a good Carpet. Very disappointed. Was laid just over 3 weeks ago but not resolved.

When my sofa was delivered on 13/5/23 the delivery men didn’t even unpack the sofas or put the feet on the sofas I had to unpack and put the feet on myself so i was left with a all packaging which is a lot off and will have to pay to dispose off, with regards to not unpacking and just leaving the sofas was not inspected on delivery as I was told I’m not happy with the delivery company and would appreciate a explanation

Order no: S7777-5985292

This sofa was ordered online on 3/6/22 and delivered and installed in September 2022 at a total cost of £1299.

Since owning the sofa I have experienced a number of issues with it, none of which were the result of regular wear and tear, and some of which were due to the sofa not being assembled correctly when initially received.

These faults include:
- A tear in the seam of a seat cushion (a technician repaired)
- An issue with low quality material on one cushion cover (a replacement cushion was issued)
- A protruding screw in the base of the sofa (a technician repaired unsatisfactorily, and a second technician repaired again thoroughly)
- The two sections of sofa coming apart completely (a technician confirmed that the wrong screws had been used and that it had not been put together properly when first delivered)
- A spring missing causing a sag in the seat (a technician confirmed that the springs in the base had been incorrectly installed on delivery)

The latter three of these issues were only repaired on 12/5/22, and were confirmed by an SCS technician to be the result of poor workmanship during original installation, meaning that despite numerous complaints and contact with SCS customer service, and a number of other technicians coming to "fix" issues, I was effectively sold a faulty sofa, and have had to endure use of it for 8 months, which is not acceptable.

Farnborough store scs manager is completely rude! The delivery drivers are cowboys! Havnt got a clue how to put sofas in through a front door! It wouldn’t fit! Then they were spitting on the sofa and wiping it in were the sofas had paint on them they have damaged my walls scrapped them and taken out chunks! all were they was using there body force against them! I am a very unhappy customer I want Somthing for the inconvenience and Somthing done in regards to my sofas having to go back and dents and Chuck of wall taken out. they were very unprofessional as they were spitting on the sofas and rubbing it in. The sofas have gone back to the Distribution center while I get some feed back and Somthing for the inconvenience! Your staff need training in how to talk to there customers especially your so called managers! I have rights to be upset when home and new sofas get damaged