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SCS Complaints Summary

26 Resolved
369 Unresolved
Our verdict: If considering services from SCS with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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SCS complaints 395

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5:41 am EST

SCS Carpets

My carpets were fitted on the 17th of December after being sat in the distribution centre for nearly 2 weeks! The night before the fitting I was informed that the carpet was wrong it was half the colour I ordered and half another colour. This is still to be corrected. I have now paid for carpet that I do not want and looks ridiculous in my home. Everytime I have been in store or contacted the company over the phone the correction date keeps getting pushed back and I think for a big company it is absolutely disgraceful. The sofa I am due to receiver also keeps getting pushed back I just think it’s an absolute joke and I would like something to be done about it for this horrendous inconvenience

Desired outcome: Some form of compensation for the awful communication, lack of support when needed and terrible service. I have had a day off work for the original fitting and will have to have an additional 2

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11:24 am EST

SCS Delivery time of 7 months not acceptable, no apology, just using covid as an excuse isnt good enough

We ordered a 2 & 3 seat sofas as well as a storage footstool in the middle of Jan 2021, it arrived August 2021. Nowhere on SCS website did it state there could be a delay in the order being delivered. We could have chosen another product or chose a different supplier. Waiting 7 months for delivery wasnt what we had bargained for, we even visited the store at Aintree to try and get some answers but was basically told to send complaint in via the website... not good customer service really.
ScS account number: S7777-5108671

Desired outcome: A reduction in the price would have been nice after all we had to wait 7 months for the products, and countless excuses as to why delivery was delayed.

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2:15 am EST
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SCS OK furniture Bara mall (Soweto)

My name is Sanele Khumalo, [protected].

3 weeks back, took my TV for repairs. They called me in 2 days saying I've voided my warranty because I tempered with the TV. In which I did not such. I went there fuming and they told me that their technician told them that I tried to open the TV, but with lake of evidence and they told me that my matter was to be taken to their head office for resolving. Till now, nobody has called me with any update

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12:05 pm EST
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SCS Sofa

We went into our Chesterfield Branch of SCS back in August 2021 to purchase a leather sofa. We were advised that it usually takes 8 weeks. Our sofa has been delayed repeatedly. We have been contacted to have £200 taken off the price. After this there has been no contact and then when we have attempted contact, you just get cut off or the telephone wait is ridiculous so you just give up. We went back into store this week to speak to an actual human! to be told they can do nothing. We waited with baited breath for our delivery today for it to arrive four and a half months later to find it was THE WRONG COLOUR! Such deep joy! We have refused delivery. We have now just been advised that we now have to wait up to 3 days to be contacted for a resolve! Lovely. We now have to sit on thin air, or get our garden chairs in for well perhaps another 4 months due to us stupidly selling our old sofa! Seriously not happy, not sure how SCS pride themselves in their supposed excellent customer service which I would be ashamed of. Ridiculous, will never use again or advise anyone to do so.

Desired outcome: Our actual ordered sofa to arrive in a timely manner with a serious amount of money reduced off of it

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1:30 pm EST
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SCS Motor mileage of carpet fitter

Today I finally had my carpet fitted. The fitter was travelling from Cambridge to my home. Approx 30 miles. His motor mileage charge was £45.20. I received a phone call early this morning from the fitter to inform me they would be with me late morning as they were fitting another carpet approx 12 miles away from my home. My home is closest to Cambridge. When the fitter arrived I asked him if their other customer had to pay mileage too and was told they did not because I was already booked and as they were in the area they tagged the other customer on to their daily work. As the other customer lives further away from Cambridge than me, it would seem I am being charged for the mileage for the other customer too. This seems wholly unfair. At the very least, the other customer should have had to pay half of the mileage. To reflect the true amount, the other customer should have paid 2/3 and I 1/3. I feel I have been taken for a mug!

Desired outcome: Some mileage money reembursed

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12:44 pm EST

SCS 2 seater sofa / customer service

We purchased 2 off 2 seater Sofas on 31.05.2021 & expected delivery in July, nothing arrived until the 11th August, but as expected they didn't fit through our porch door so we had to pay another £240 (cash) to have them returned to Dartford Store dismantled & delivered to us the next day & reassembled, only to have the chap tell us that there was a hole in the back of one of the sofa's a foot missing & no care kit which we had paid £50.00 for one the return date. Straight away we took photos as instructed and sent them with a covering email to the claims team who said someone would be in touch shortly to rectify the problems. Then nothing was heard from anyone at SCS. After 6 weeks I called customer service numerous times and was always fobbed off with "I'll look in to it & get back to you (never did). I contacted the escalating team & spoke to Lindsay who assured me she would sort it all out & guess what she never did, & never ever called me to update me on the situation. By this time my temper was rising every time I called no one ever got back to me, so then I called the store to tell the sales man to take it back & give me my money back, of which he replied"its out of my hands, I can't do anything" of which I swiftly replied I would get a van and dump it outside their shop!. Then he said he would see what he could do, but nothing happened & I told him to arrange collection & that was my final decision. It was only one evening when i'd had enough of SCS did I call Homeserve who, by the way SCS, said they had contacted about the repair to find they'd had no phone calls from SCS since the report of damage was firstly reported & they had the new material for the back & feet ready but just waiting to hear from SCS. The sofa was finally repaired on 24th November, but to me its damaged goods and should never have left the warehouse in that condition. If I'd of known I was going to be treated like this, it would have been returned immediatley. The sofa we got rid of had nothing wrong with it & I wish i'd gone to dfs where we used to buy our furniture. The amount of phone calls I made over the months was ridiculous but never did scs apologise or offer any compensation even to cover the phone calls which as normal you're put on hold for at least half an hour waiting for someone to answer & it wasn't a free phone either.
Truly disappointed with the whole saga and will never set foot inside an scs store again & will warn anyone against dealing with them.

Desired outcome: Apology & compensation for all the time i had to wait on hold on the telephone & compensation for which really is a damaged sofa.

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Update by Ruth Adams
Jan 11, 2022 12:47 pm EST

An experience I never hope to have again.

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10:17 am EST

SCS Three piece suite

We ordered a three piece suite before christmas, it arrived a month late, we ordered a 2 seater and a three seater, the three seater did not fit through door even though we measured, its been a nightmare ever since, we were told to contact the upholsterer which we did, he does not get back to us despite leaving countless messages we have had one conversation with him saying he would have a look at it, I have to keep phoning scs as they do not contact us to let us know whats going on, a few times they have said its down as been delivered, yes the two seater has but we are still waiting for three seater, we have paid in full, I am disabled and at times can not get up the stairs and need the sofa to rest on, I have been phoning and emailing scs nearly every day and nothing is happening, surley there is more than 1 upholsterer in plymouth, the suite has been taken back to plymouth at there shop, acc noso1125499480, mrs a leaver

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3:56 am EDT
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SCS Furniture S0072-5464007

we ordered our new settee suite in August to have a so called guaranteed delivery for Christmas.
This has not been met and we are now on our 3rd delivery date for after the new year!
we have had to purchase a second hand suite to see us through Christmas as we have had nothing to sit on. Numerous attempts to phone and into the shop to no avail.

Desired outcome: we Now require the offer price that the suite is being sold at and a refund for the difference.

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10:22 am EST

SCS Sofa

Dear Mr Carson,

Four years ago, I purchased a leather corner sofa from SCS in Colchester. Within 6 months small patches of leather started discolouring. As it wasn't noticeable, I ignored it. Then we went to SCS in 2019 as it now had several discoloured patches but they were not very helpful and I then intended to write to you. Then Covid hit and as my husband was vulnerable, we were in lockdown for the best part of the pandemic. I did not take out any extra warranty on the sofa as it was nearly £3000 and I could not afford any more, for the insurance.

I have another 2 leather sofas in the house and a 'pleather' one too. The dogs have access to all 3 of these but not to my SCS one. The other sofas are all over 8 years old and none have any discolouration or faults on them.

I would like to be able to find/buy a leather dye or polish to cover up the discoloured patches but as the colour of the sofa is taupe, I have been unable to find a colour to match.

I understand your solution centre does not have a great rating but I am hoping you can direct me in the right direction. I would be so grateful.

Kind regards

Lita Bryan
ps please note one photo was taken in the sunshine the other was in a darker part of the room, enacting the flash.

Desired outcome: Helping me locate the corect colour dye or cream buff

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2:55 pm EST
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SCS Chair and sofa

I have been waiting for 3 months from 17/09/21 for my chair and sofa I was told it would be here on the 7 January 2022. but I had a phone call saying the furniture was made and would be delivered the end of November beginning of December then told it will be 7 January 2022 then a email with a new approx. date of 6/3/22.Contacted them by email 3 times trying to cancel my order and get a refund my deposit no reply to my emails. Cantacted SCS chat told them of my problem Clair says I would be contacted in the next 48 hrs did no happen. Contacted customer services waited 30 minuets on the phone to speak to someone called Blake tells me someone will be in contact with me the same day. Received a phone call from SCS metro park the lady tells me the manager is off work today and that my order is cancelled but needs the manager to confirm and will contact me the next day still waiting for that phone call. I still don't know if the furniture is cancelled and when I will get my deposit of £500 back.

Desired outcome: Cancel order and refund of my deposit of £500-00

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Liverpool69
Dunstable, Beds., GB
Dec 30, 2021 10:55 am EST
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Cant complain about the after sales service because there isn, t any. Have been waiting 4 months now for my sofa and armchair, and after numerous delays, phone calls, emails, chat calls, etc, etc, have found out my delivery was to be tomorrow when I`m not home, despite numerous promises the delivery would be before xmas.
Recommend ScS, no way in the world..Would never have ordered in the first place if I had known the company would put me through all this grief. Was promised numerous phone calls over the previous few months, but as yet have received nothing .

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11:11 am EST
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SCS Driver pulled out on me and nearly crashed

I was driving north on the A1 on 13th December when a SCS lorry drove in front of me from the access in the central reservation area. I was in the fast lane overtaking lorries in the slow lane. I was driving at 70mph on cruise control. The lorry driver came out from the central access road and turned North in my direction and in the fast lane. With lorries on the slow lane the SCS driver could not move into the slow lane. I had to brake suddenly to come to a complete stop, with cars behind me having to do the same with emergency stop. The road which the driver had come out of initially was whalebone lane near little ponton, near Grantham, which is on the South side of the A1 dual carriageway. The lorry driver in the slow lane next to me sounded his horn at the SCS driver, knowing he was in the wrong.

Desired outcome: Your driver should be reprimanded for nearly causing a multi car accident plus my wife and I could have been killed.

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4:32 pm EST

SCS Scs sofa

Sofa was faulty and had a couple of rips after a month or so. When the new cushion was delivered noticed a massive discolouration in the rest of the sofa along with sagging of the cushions. Got there technician out to assess and like every other review on here he corruptly blamed us. Said is was heavy soiling from our dog. Even though our dog has never stepped foot on the sofa. So we know that is complete lie. They've washed there hands with it. I've contacted citizens advice and they have told me to contact the finance company we got credit with and see what they say.. It seems SCS are not a very good company at all..

Desired outcome: I'm happy to change the sofa for a dark grey one. If not a full refund as the sofa is faulty

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KeS22
Wokingham, US
Dec 15, 2021 4:49 am EST

Hi, How did you manage to get a technician out? we have had our appointment cancelled twice and we have the same sofa !
We dont have rips but have serious sagging of a few of the cushions too

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7:20 am EDT
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SCS Loss of power to Barkley 2 Seater Power Console

Sales Order No. S0012-4209036
Delivered 31 Jan 2020
SCS Store: Gallagher Retail Park, Coventry

No power to sofa recliners. Have already submitted complaint on this same form 2 weeks ago but have had no response !
please arrange for repair

Desired outcome: Restore power to sofa recliners

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6:13 am EDT
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SCS Lazyboy fabric corner sofa with recliners

Hi, we purchased a lazyboy sofa from SCS in August 2010, we became aware of back and hip/thigh problems by July 2021, we would have probably seen it sooner, but had been away in our caravan for 3 months on and off till then. We noticed on examining the seats and backs of the recliners that the cushions were sagging. We contacted SCS, who sent out their Inspector, who checked the frame and springs, which were fine, so SCS said as there was no design fault they were closing down the complaint. On contacting Citizens Advice, we downloaded their letter and filled it in quoting our Consumer Rights, also sending a copy to the Finance Company who are jointly liable. SCS then said they would replace the cushions which would have to be ordered in. Finally, on the 28th September a fitter arrived, but only with seat cushions and not back cushions. I called SCS, who said they had done this as a ;Goodwill gesture'
We then got in touch with Citizens Advice again, who suggested we msay need our own report to take this further.
WE had no luck in finding a local upholsterer who could do this, so were advised by Citizens Advice that we could contact the Furniture Ombudsman, as they offered this service. We did this, and finally we had a company called Homeserve come out on 29th October. By this time, the new seat cushions were already sagging after just 4 weeks! however, all he did was again check the frame and springs, saying there was no fault, we queried this, pointing out the sagging seat and back cushions on the recliners. His reply was that he'd sat on it and it seemed fine, and that the sagging was due to 'settlement'. We are now left with a report we paid £150 for that has not addressed the issue we complained about.
We have been online and seen many other SCS customers who have had this same problem and got nowhere.
Are we able still to reject the sofa under, our Consumer rights as the sofa is of 'Unsatisfactory Quality' as we have allowed them 1 repair?

Desired outcome: A full refund on monies already paid and for the sofa to be picked up by them

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7:33 am EDT
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SCS Colour change

I had a sofa and chair delivered on 20 September the colour ordered was mink they delivered and was in and out within 10 mins.On seeing both chair and sofa to my horror it looked purple, spoke to someone once it had been delivered nothing could be done, spoke to someone inSunderland who said they would send a swatch which arrived 10 days later he colour was mink but put in the room where the products were it went to purple.Whent to the store in Birstall Leeds to be told once it had been delivered nothing could be done, I was told to buy some blinds by the not so helpful salesman.Im a 78 year old female living on my pension and so dissatisfied with my purchases

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6:32 am EDT

SCS Faulty goods

Were on special offer there are marks on the arm they were dirty and they look like they have been used and returned with the £69 delivery charge on top I am really annoyed if I wanted a cheap or second hand furniture I would have bought some I have had furniture off you in the past and also bought a suite for my daughter but I am not at all happy with these they also have a delivery date on them for over a month ago which must have been a different person yours kath jepson the order number is elw 148 140 I have been on the phone for nearly an hour and cant get through

Desired outcome: I am willing to keep it for a reduction in price and the price of the cleaning pack

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4:00 am EDT
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SCS Sofa

I have been waiting for months for my sofa I was toldit would be here on the 17 september but it never came I was told it would come on the 27 september but never came then your staff said it was coming on the 7 october and I was told the 14 october now I have been told the 1st of november I have had rows with your staff in the shop on the phone your staff keep telling me lies all the time I have paid the full price for my sofa you wont give me back my money I have contact my lawer to take you to court and sue you you should get a letter from my lawer soon ill see you in court your staff in aberdeen are just con men steal your money and dont give anything I will go to the papers as well and give comany a bad name

Desired outcome: money back or court

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6:31 am EDT
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SCS Carpet &vinyl

Hello, I ordered my carpets in May 2021 and paid in full, we are now in September 2021, and I have received an email to advise me that I should consider cancelling the order and placing an order for new carpets, at a lead time of up to 6 weeks. I have been living in my house for 3 months without any flooring - it's completely unacceptable. The carpets were due to be fitted in June 2021, and this is the 5th time I've been told a date move, and well over the 15th time of being let down by no responses to emails, calls or answers to questions asked. I can't even be told where my carpets are right now. I purchased carpets for the entirety of my house, vinyl and sofas from you in May, and am yet to receive any acceptable service. The sofa arrived with a partially damaged arm. The vinyl arrived and was split right down the middle, so they "fitted" 1 bathroom, so poorly, it's flapping up around the doorways, the door frames have loose bits of vinyl going up them, it's wonky, they've damaged the skirting boards by using blades to cut it. The other bathroom hasn't even been fitted. It's all absolutely appalling. The service I have received is horrendous and in all honesty I'm so so disappointed in the entire order I wish I had never paid in full back in May, maybe if SCS were still waiting for payment my order may be treated with some level of urgency. I apologise for how much I am complaining in this message, but I've tried every other route. I've called the store, customer services, emailed the store manager, customer services, visited the store, sent messages on Twitter, and I'm just not getting any answers back with dates that I will have flooring. I can't build any furniture because you need empty rooms, so I am still in a position where 3 months after moving in, I still have boxes of clothes and belongings in storage. I have a mattress on the floor, no wardrobe, no chest of drawers, so side units - I can't bring clothes into the house because I have nowhere to store them, so I'm just living out of carrier bags. I accepted the first couple of push outs, but the carpets are now 3 months late - and I'm being told to cancel and reorder at lead time. I need something done about this, please, I'm desperate to properly move into my house. Please, can you help in any way? Thanks, Grace.

Desired outcome: To have carpets fitted so that I can move into my house properly

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7:34 am EDT
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SCS 3 piece suite costing £3490

S0047-5305840. Delivery 20-07-2021 Complained after 2 weeks of fabric collapse and balling causing colour change and misshapen sponge seating. It was inspected by SCS inspector when 4 weeks old who reported nothing was wrong. This suite costing £3490 looks like it's had a hard long life after 2 weeks and SCS has washed their hands of us. We do want a full refund as Citizens Advise has said the product is not fit for intended use and we are correct in following our claim

Desired outcome: Full refund

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5:23 am EDT

SCS Carpet - harassment

We purchased a carpet - Contract number 4625866 Michael Duffy. The item is being uplifted on 17/09/21 due to faults. The carpet was paid part cash & part loan with Creation. Not only has the business with the carpet has affected my mental health I am now being harassed by Creation to make a payment.

My name is Patricia Duffy, we did wait a long time for the carpet, we will now have to sit without one until we can purchase another which we can't do until my husband is fully reimbursed. Can you please get Creation to stop the harassment and will you reimburse us.

Yours Sincerely
Patricia Duffy

Desired outcome: Harassment stopped & reimburse

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SCS contacts

Phone numbers

+44 800 731 0048 +44 191 521 9521 More phone numbers

Website

www.scs.co.uk

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