SCS
reviews and complaints

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

I placed an order for 2 sofas and a living room carpet in early May 2021 and paid in full on the day.
A few weeks later I was informed that the furniture had arrived into the warehouse but, as agreed when my order was placed, it would not be delivered until the carpet was fitted. We are now in September an there is still no sign of the carpet.
I have been back to the store and was told they do not have a date yet for the carpet, I will not go back to the store again unless I have to because their customer service is disgusting. When I mentioned that I had paid in full and that they had had my money for ages I was told 'well it's not like we are making any money on it, the interest rate is too low'!
I received an email confirming a date of 21st July for the fitting of my carpet, when I called I was told that the email was to confirm that the carpet would be delivered to the warehouse on 21st July not fitted on that date and that I would receive a call after to arrange fitting. I never got a call so called them again and was told that the carpet was not in and they did not have a delivery date and that someone would call me to discuss. I never received a call. I called again about 3 weeks later and was told that the carpet was expected on 20th August, I did not hear from them and called them again on 25th August only to be told that the carpet has still not been delivered and that someone would call me back AGAIN. I am still waiting!
I paid almost £2000 for the furniture and carpet 4 months ago, I have had zero contact from them and have made all the running myself but have still not got anywhere.
It makes me really angry that they are still advertising their sales and promoting their products when they can't even deliver the orders they have already been paid for.

I have already expressed dissatisfaction with the overall service and quality to yet I have no resolution. Sofa was purchased March 2020, delivered July 2020. Delivered faulty on the day. Multiple failed visits to repair eventually offered replacement and arrived may 2021. Still no contact from complaints manager to check I am happy which I am not! Quality is not the same as first sofa (I do believe the first one they gave me was a display sofa) this 2nd one as absolutely shocking quality for a £1900 sofa and I have still no response from them to this day august 2021. I will not let this drop!

Absolutely disgusting customer service from scs lay z boy is awful quality framework breaking away recliners squeak and lean to one side the framework is astonishing I paid over £3000 for a sofa and extra insurance that isnt worth the paper it written and covers for nothing ! SCAM ALERT all I've had is people come out trying to say it's human damage ! It's barley used ! And On both ends in the same place sure and I suppose the collapsed cardboard armrests are too ! Thanks lazy boy sofa and to think I went on good judgment more fool me ! Now I have to find more money great one

We purchased 3no items from SCS Stockport branch in June 20202.
The first item was returned swiftly due to damage on delivery.
The 2no sofas, 3 & 2 seaters were delivered August 28 20202.
After a few weeks we noticed that one of the sides had started to dip,
A technician visited and carried out a report in October 20202.
We complained and requested a change, we were informed that due a time lapse we had to have a repair, arguments regarding this carried on and we finally agreed to arbitration. this was concluded in December 2020.
We are now in August 2021 and the situation has still not resolved.
10 weeks to order material we were informed? appointments cancelled, finally a repair scheduled for today (11.08.21) time taken off but like all before we were left disappointed as the material and replacement foot delivered was wrong, how can this be when SCS carried out a report detailing the problems. This is a poor comedy that keeps going on - Stress free? excellent service? value and quality? their own words that have proven to be empty.

I bought a sofa took 14 weeks to come. Within a month of the sofa being in my property the stitching has started to come away and there is a horrific squeak every time I sit on the sofa. This is not acceptable. When I purchased the sofa I was ensured by the person who I spoke to the cushions would not flatten & to my surprise they have. This is the most uncomfortable sofa I have ever sat on and I am extremely unhappy.

San Jose 3seater sofa
Order No. SO114-4403392

We ordered a sofa in June 2020 which was delivered on 13th September 2020.
On arrival they could not get the sofa into the house. The arms did not detach. When we placed the order, Paul the salesman asked if there were any issues with parking, ie busy main road, narrow lane etc. At no point did he mention access to the property as the sofa was a solid object. The delivery men informed this was a common occurrence and they return a lot of sofas because of this!
The following day I went into the store to complain and to ask for a refund as I wasn't made aware of the design fault. I was told this was not possible as I should have asked if the sofa is detachable? However, straight after Paul informed me they would return the sofa disassembled and reassemble it in our home. There would be a charge of £150.00 payable in cash to the fitter!
Reluctantly I agreed but asked for the arm to be removed so we could video it's reassembly for future reference should we need to remove the sofa at a later date ( if we moved house). Paul contacted the fitter and agreed my request.
However, When the sofa arrived I was in work leaving my wife on her own. 2 fitters arrived with the the back of the sofa removed and not the arm as requested! The person in charge was a man called Daryl who had the most appalling attitude in the way he spoke to my wife and the guy who reassembled the sofa.Daryl continually belittled his colleague. It was a very hot day and When my wife offered them a drink Daryl snapped havnt got time for that.
My wife asked Daryl if this was his main line of work to which he replied " yes, I go around rebuilding sofas for people like you"!
My wife asked the arm had not been detached as requested and not the back removed so we could video it's reassembly, Daryl replied "huh, this sofa won't be leaving this house again"!
Daryl s colleague hastily rebuilt the sofa under Daryl constant harassment. When finished he sent him back to the van. My wife had the cash to pay him but had a receipt book for him to sign to receive the cash. Daryl refused to sign it but said he would sign the delivery note instead. He did so without my wife's awareness and handed it back to her folded up. He threw the cushions onto the sofa and left. My wife mater opened the paper to discover he had written,
" 15-09-20 dismantled 3str sofa + and reassembled for £150". but no signature?
When I came home from work I was furious. The following day I went back to SCS, spoke with Paul again who agreed the arm should have been removed as agreed ( but later denied all knowledge of our conversation!).
I told him of Daryl attitude and the way he spoke to my wife. He replied "we've never had any complaints about him before."
I said once more they needed to remove the sofa and give me a refund as I now have a sofa which cannot leave the property. We live in rented accommodation so have to move at anytime. Paul told me they could not do this and we're within there rights to refuse. I left the store incredibly angry and looking to take the matter further.
There ensued several phone calls with the manager of the store who also declined the refund saying they were in their rights. I said I had been mis sold the sofa because knowing how difficult is is to gain entry to the property with sizeable objects like furniture I would not placed the order if the sofa wasn't detachable.
We were also asked by Paul when placing the order to put good reviews on ‘Trust pilot' and we would be entered into a draw to possibly win the cost of our sofa back!
I tried to complain online and was diverted to their complaints handler ‘Resolver.' However, this became relentless as all they did was pass information on and not deal with it directly. I went to the ombudsman but found out SCS refused to register with them?
I have all the documentary evidence of my complaint and can supply printed copies for verification if needed.
My situation now is that 10 months on, the sofa is fraying, the cushions have split and where the sofa back was reassembled, it is a plain wooden frame covered in material. The cushions do not, now, sit properly on the frame and I fear that given the short space of time this sofa has been in my possession, it will only deteriorate further.
This Avenue of complaint was not afforded me previously so I am hoping you will deal with my complaint professionally. I have also researched my consumer rights regarding this matter and was quite within MY rights to demand a full refund at the time given that the sofa could not be removed from the house. ( unless I paid for them to diamanté and reassemble again).
By way of " compensation, " my cash payment of £150.00 was refunded!
The sofa is poor quality bd of no use to me as I cannot remove it from the house and therefore ask, once more, for a fu refund and the sofa be removed. This has been an immensely stressful situation made worse by the complaints system in place that I was directed to.
Yours sincerely
David Trett

Dear Sir/Madam

I hope you and your loved ones are doing well.

I am emailing to raise some issues and concerns I have had with the customer service I have received at SCS. My order number is S0048-5330010. I have always come back to your store after exemplary service previously when purchasing my sofa and carpet, I'm afraid to say I have not had the same experience this time. I fully understand the nature of getting back up and running post pandemic, I was very happy you and your team survived the pandemic and looked forward to being able to shop in your store and treat myself after working on the frontline with the NHS throughout the pandemic.

On the 22nd May I came to your Middlebrook store in search of a carpet, I found the one I wanted and I was told that if I also purchased a sofa that this would work out cheaper. Luckily I was also wanting to purchase a new sofa and found one alongside the carpet. The price on the sofa stated half price, when it came to the checkout in fact it was not half price and the sofa foam was not the one shown in the show room. I had to pay extra for the foam that was not advertised at half price. I paid the deposit for the couch there and then and I was told with regards to the carpet that I would pay the estimator when he would come to measure up. I also paid for a cleaning kit for both the couch and carpet.

The estimator came round 2 days later and instructed me I would need glue to secure the carpet fitting and not nails as this would damage the concrete underneath, he stated this would come at an extra cost which I said I would pay. He then informed he couldn't take payment like I was told in the shop and that I had to call and make payment. I rang the shop and paid over the phone the same day, I was then told by an employee they would ring me back in an hour to book the fitting in, they did not.

I waited over a week and then emailed to ask for an update on my carpet fitting. I received an email to say that the delay was because I hadn't paid. I paid for the carpet over the phone, in full on the day the estimator came to visit. I got a call back to say they would call me when the carpet arrived in the store that Tuesday they would call me to let me know and book in a fitting, I heard nothing.

The 1st week of July is when I heard back from SCS regarding my carpet fitting, this is 6 weeks on from my initial purchase.

On Friday 9th July the carpet was fitted, I was present throughout it all and I saw the carpet fitters nail the carpet to the floor. I questioned where the glue was that I had paid extra for, they stated they would go get it from the van, they did not and continued to nail the whole carpet down, which I was told could not happen due to damage. Throughout the course of the fitting the carpet fitters wore their boots that they had been going back and forth to the van from on my new carpet. They did not use covers or take boots off. I do not have a drive directly outside my flat so the fitters had to walk some way back and forth from the van to my living room picking up dirt along the way. I also did not receive my cleaning kit from the fitters as stated.

When it came to paying the fitters fee which as you can see from the attached I was told would be £71.82, when it came to it they told me this was now £90.18 due to use of glue. They did not use any glue and when I questioned again the carpet fitter winked at me as if to incline they knew they hadn't. There was nowhere in my invoice that stated any extras could be charged, to my knowledge I had already paid for glue that was not used. Alongside this I have recently decorated my living room and the fitters left black marks all over newly plastered and painted walls which I now have to repaint.

I contacted the carpet manager Aleyah after their visit and she stated that the carpet fitters can charge any extra for the job they do, for things such as glue, which again was not used. She stated she would call the fitters regarding my missing cleaning kit on Monday 12th July, I am still awaiting to hear anything back regarding this. I was told as a ‘good will' gesture I would receive a refund for the difference in the invoice fitters fee I was told about and what they actually charged me. There is no good will here, the fitters did not use the glue which again I was charged for.

I have spent over £1000 with you and the customer service and length of time I have had to wait is unacceptable. I have been what comes across as lied too to get more money out of me and been delayed at every opportunity. I'm still awaiting my couch date which I understand takes longer but the above has left me not wanting to go ahead with this order anymore as I have no trust or respect in the service I have received. I am not a complainer and I understand the struggles in a post pandemic world but as a loyal customer of yours over the years I expect to have much better customer service.

Id like an update on my refund and cleaning kits alongside anything else you can offer for the inconvenience and Id like to have a date or month when my couch will be ready as currently I have no trust or faith in this.

Kind Regards

Debra Owen
(You will have me as Deborah on your records as they took my name down wrong)

I ordered a 3 seater sofa but due to covid I was unable to pay the balance of my order when agreed. So asked if I could rearrange. I was told I had 7 days or I could cancel and I would get back £600 of the £800 I had paid. I was happy to go ahead with this but to then find out they were taking £350 of my payment. This is not acceptable once an agreement has been made.

I placed an order for a three piece suite and carpet {order no 5272374} 22nd April 2021. Fitting was arranged for 7th June 2021, I then noticed the wrong colour had been ordered by the branch I went back into store and changed the colour on 25th May 2021 the assistant reassured me nothing had changed regarding fitting. I heard nothing from the branch so assumed everything was on track so I lifted my existing carpet. I still had not heard anything so I rang customer services 4th June they arranged for the store to call me the following day. I spoke to the same member of staff and she said as it was a Saturday she was unable to contact Head Office and would ring me on Monday 7th June. I waited all day for a call which never happened I then went into the branch only to be told the person dealing with it was on holiday which she would have known we she fobbed me off on the Saturday. The branch manager took over the whole credit agreement was wrong and the carpet had not arrived in branch I was told it was going to be the end of June, I contacted the branch AGAIN Friday 2nd July by email only to be told the carpet had not arrived in the warehouse for a second time, everytime I contact either customer services or the branch I am going around in circles nobody contacts me I always have to ring or email the branch. I would be grateful if someone could get in touch and let me know what is happening as I have no stair carpet down for 5 weeks. I live in a town house . All I keep getting told is they need to get in touch with the supplier and will let me know the outcome. It is beyond a joke now I would like someone to look into this and give me an answer I don't think this is too much to ask after 3 months of waiting.

Julie Carr
[protected]@hotmail.co.uk
[protected]

We purchased a sofa from ScS Norwich o/n s7777-5291888 monty 3 lot7920676 the item was paid for fully when ordered we waited 10 or so weeks, the sofa was delivered 23/06/2021 it seemed great when the delivery guys opened it from it's packaging when we sat on it that night it was strange because one side just sank it felt like you were sitting in a hole theirs no comfort in sitting on this sofa and to say we are annoyed is an understatement we have no confidence in this sofa and we want our money refunded and this item removed from my house asap, we have no alternative sofa to sit on as we disposed of our old one to allow room for the new one we feel we have bought rubbish and for quite a lot of money a technician is booked for 20/07/2021 to examine this sofa we feel this is a waste of time as where how would our confidence on this sofa ever return.
This email is for the attention of Mr Steve Carson
my name is Mr J P Nevin 137 Northfields NR4 7ET Norwich Norfolk mobile [protected] email as above jim.[protected]@hotmail.co.uk

[protected]@btinternet.com
DA17 5BZ

I had a call on the 26/5/21 around 15.30. this call was to inform me my carpets where in the warehouse and ready to fit, i agreed the darte of the 4/6/21.

On the 4/6/21 it got to around 10am and had no contact from a fitter of a time they would arrive to fit my carpet. So i rang up to find out that my carpet was not ready and i was not informed of this.

Being self employed i had to take day off without pay for my fitting to take place. When i found out this was not happeing i wasnt happy. Not only did i lose money i now need to take another day off unpaid and hope that my carpet will be fitted this time.

i am very unhappy with the service i reciceved and reluctant to use scs again.

Ordered one unit on line on 9th June 2021.
Received E Mail stating that something had gone wrong and that I was only a click away from completing the order.
I had paid by credit card.
on checking my card statement I found to my horror that I had been debited for THREE sofa orders of £368 including delivery.
Yes THREE sofas! not possible to get three into my lounge.
That is a total of £1104,
I immediately replied to their E Mail pointing this out.
No reply.
I sent another E Mail demanding this gets sorted out either a full refund or delivery of one sofa and a refund for the other two.
Again NO REPLY.
My credit is now used up and no doubt this will have a deleterious affect on my otherwise excellent credit rating.
I demand a quick resolution to this farce.

regards.
Malcolm Glaister

Note I have no order number from ScS

One of your delivery vehicles damaged my property.we have submitted requested quotes for repairs of independent builders. We have tried to resolve this problem with assistant manager Jason from the Liverpool branch.im afraid we have been really disappointed with the response given. We are requesting you to please look into this complaint as it is a genuine concern. Please respond asap as we need to resolve this issue. Kind regards Carl Roberts.

Got my new Lazyboy leather sofa and chair 8 eight weeks ago was told they had no leather kit with them but would send it out to us have contacted you 4 times paid £2.616 pounds for it the service I have had from you I keep getting told it's coming so is Christmas hope I don't have to put bad review about your service as you have quite a collection of them as I have read on line Waiting to see how long it takes to get a reply from you Ann Neilson

Reference number: S0086-4007301

I am writing to complain about the length of time it has taken for my sofas to be delivered. I ordered my sofas early part of last year, and after a few weeks, they appeared to be faulty. The leather was peeling from the sofa nd the springs were starting to come up up from the sofa It took some time for SCS to come out and assess the situation, which I could understand due to COVID. We were advised it was a manufacturers fault and that they could be replaced by another choice of sofa. We chose alternatives in November 2020. A number of photos were sent at the time and the person that came out to assess done a full inspection and also took plenty of photos.

Every other week, I receive emails stating that they sofas have been delayed. Lock down measures are now easing, so I am unable to understand any further delays?

The latest email states that the store are expecting to receive the sofas 30th June 2021. Unfortunately I cannot wait that long, as the sofa springs are now coming our of the sofa, which is no fault of ours. The leather of the sofas is also peeling from off, I have an elderly mother in law whom I live with and young children, who are affected via the unsuitable sofas we have in the house.

I have made a number of calls to follow up the delivery of the sofas to be informed that the matter is out of their hands and theres nothing that can be done, which has left with me no alterntaice then to lodge a formal complaint.

I have requested compensation for the 6 month delay. I understand the £70 is the compensation you are paying, however this isn't enough to resolve the stress the delay the delays have caused.

I am hoping thta this matter can be dealt with swiftly by a having a sooner rather then later delivery of the sofas.

I look forward to hearing from you. Kind regards

Balwinder Kumari

Only myself and my husband. Complained to scs told me it isn't leather and yet when I bought it I was told it was leather and given a free leather pack to clean it.
They said it is out of warranty and insurance finished no one would take responsibility. Manager told me to get an independent survey done. But stated the suite is leather, bonded pieces put together which is peeling They won't accept responsibility. Absolutely disgusted as we paid a lot of money for something which isn't leather. They are fleecing people of hard earned cash.

On 5th May 2021 Danny and his brother fitted my stairs and landing carpets. Immediately afterwards, but not when they were here, I noticed marks on the walls approximately 6 - 10" from the 'skirting'. I contacted SCS and was advised that I should contact Danny, which I did.
He denies making the marks and refuses to acknowledge the cost of repainting the walls concerned despite my protestations that only the 2 of them were in that area of my house.
The walls in question had only just been decorated around 1 - 2 weeks before and no marks were present before the 2 of them arrived - but the marks were there afterwards.
I have been having the whole house renovated since last December and have succeeded in keeping each new area free of marks which made finding these marks so very annoying.
My decorator needs to repaint the walls affected and I feel that Danny ought to pay for that work but, of course, he denies making the marks. I am now at the point where I am not sure what to do next and felt that you ought to be made aware of this nasty dispute - as you are the company that asked him to lay my carpet.
I have sent photos of the marks and the order number etc., to you after the discovery of the marks but, I guess, if you need this information again, I will reluctantly send them again.
I am not very computer literate so I am unsure how to attach the emails that have been going between me and Danny.
There are other issues with my order but this is the most urgent one.

Had whole house carpeted. They had to replace half of it due to poor fitting.
Had 3 piece suite, Delivery person dumped furniture and stole my credit card and went on a spending spree.
No apology or any form on componence.
Chair broken. Took 10 months to sort engineer to come out. When he does he does not have the parts (told were ordered) to fix chair.
When I ring to chase up I found out the parts have been lost.
Still no chair fixed.
I have had enough. These are just the highlights.
Please help, they do not have a complaints department, just an escalations team who really do not care about my situation.
Please help

On the afternoon of the 3rd May 2021, we visited SCS Coventry with the intention of purchasing a three piece suite. Instead we bought - for £995 cash - a Lazyboy corner unit from the clearance room.

When we arranged delivery we were told by the sales advisor that delivery cou! d ONLY be taken this week, either today (Wedenesday 12th) or tomorrow (Thursday 13th). We elected for today (Wednesday 12th) and were promised a delivery between 1pm and 7pm). In order to make this happen my wife was forced to take a day off work unpaid (costing us income). We also had to arrange at short notice disposa! Of our old furniture to make room (which incurred a further cost).

Today at 3pm or thereabouts we received an automated email and text message stating delivery would take place at approximately 16.21pm. Shortly after this time we received another text message estimating time of arrival at 16.36.

At 18.30 we received a call from Coventry stating delivery was cancelled because of a fault with the delivery vehicle. The gentleman then advised us that The first available delivery would be next Friday (the 21at may). - leaving us with no furniture to sit on until then.

When my wife called to complain the same evening - the lady on the phone claimed our delivery had been cancelled on the 3rd of May and we'd been informed. This is patently not true (or even possible as we only bought the furniture that day.

We now expect SCS to arrange a delivery before Sunday 16th at the latest as we believe this to be fair. This is not our fault and we have had our time and income disrupted through no fault of our own. If this is not possible I am more than happy to instruct a solicitor to recover costs, including but not limited to post income from today, lost income for the redelivery, and the cost of disposal of our own furniture at short notice to accommodate your demand of a deliver this week.

You have until close of business on Thursday 13th May to contact Mr. Trammer to discuss a delivery closer to this weekend, which we regard as fair under the circumstances (for a family with a child). Any delivery arranged will now be at your cost as we consider you to have broken your sales agreement.

We do not want a refund for the furniture and only want you to deliver what you promised and what we paid for at point of sale.

My telephone number is [protected].