SCS

To whom it may concern,

I have recently purchased carpet, vinyl and laminate flooring via finance on Monday the 17th of September.

The reason for this email is because we are absolutely disgusted and disappointed by the level of service that has been provided from SCS at your Uddingston branch. From start to finish there has been a catalogue of errors.

Firstly upon arriving in the store we were welcomed and introduce to a couple of the staff members and the manager came over to chat with us about why we should go with SCS for example how SCS have been voted by consumers as number 1 for carpets. We spend a lot of time going round other shops checking out the price etc, so after this welcome to the store the decision was easy for us to make. Now looking back after weeks of promised phone calls and nothing but hassle we regret ever choosing SCS and we will not be recommending SCS to anyone in the future, in fact I would actually discourage people from coming to SCS after our experience with the store.

We have bought a new build house which we have the floor plan for so gave this to Ian who was helping us with choosing our flooring. After telling him each one we wanted in each room a female colleague of his process the finance with my mother in law. Shortly after the finance had been processed and accepted Ian claimed that I didn't tell him what I wanted in the hall. I am certain I did however I could see he was stressed enough already so left it at that and informed him what we wanted in the hall. He said that he would wait until his colleague had been out to measure up to tell us how much the hall flooring would be because the price he had quoted may be slightly different. Ian asked me 3 times what flooring was going in the bathrooms. I informed him of what was going in the bathroom down the stairs, the bath room up the stairs and the en suite on each occasion. Then when I was leaving he asked me a fourth time. To which I told him again in detail.
Then later on that afternoon my partner received a phone call from Ian to say that the bathroom down the stairs was not included in the quote we had originally been given and that with the hall and bathroom that Ian had missed we would now be over £100 extra and could we come back into the store to revise the finance. So, we went back into the store and revised the finance and my partner double checked with Ian and other employees of the store that all the bars for the doors and beeding for the laminate in the hall had been included to which he was assured it had been. We were advised someone would call us the next day to arrange fitting of all the flooring.

Tuesday and Wednesday passed with no phone call from the store to advised on fitting. My partner then called Thursday to be told by Ian he does not know why no one has called us back and that he would get someone to call us tomorrow. So, on Friday my partner received a phone call from Graham to say that the living room carpet was out of stock and could we come in and pick a new one. Why it took 5 days for someone to contact us to inform us of this I have no idea. We went in later that day to pick a new carpet for the living room with Graham. As we still had not heard anything about the fitting we asked Graham, who informed us he had a good relationship with the carpet fitters and would try to get us Friday 29th Sept in the afternoon as we were unsure what time we were getting the keys. Graham said he as it was Friday he wouldn't know until Monday if the carpet was in stock so would call us first thing Monday morning. While we were in the store again my partner asked Graham to double check again all the beeding had been added, and to our surprise he informed us that it hadn't. So as I'm sure you can understand by this point we were both starting to get annoyed about all the errors. Graham kindly said he would get it added on to out order free of charge.

Monday morning had been and gone and still no phone call from Graham. So, My partner call the store to be told by the receptionist that Graham was really busy dealing with costumers as it was September weekend and that he would call back this afternoon. By 7pm we still has not received a phone call from Graham, so we made yet another phone to the store to be told Graham had finished for the day and it had been very busy for him so he couldn't phone us and will phone tomorrow. We are absolutely appalled by the fact that quite evidently new customers have been put before us. You already have our money so why would we be treated the same as a new customer?

It's now Wednesday before we get confirmation that the carpet is in stock and the fitters will come on Friday if we call them when we get the keys. We had also been informed that the laminate for the hall is not is stock and the supplier will contact us directly. My partner had then said no we are dealing with SCS not the supplier. We were then told we would be informed when it was in stock.

Friday the fitters come out and get to work. When they started one of them came and asked me which carpet goes in which room. I'm actually shocked by this as I'm assuming SCS would have provided some kind of instruction. Anyway I informed them of what went where. Then just as they are almost finished the carpet fitter comes to me to say that SCS did not inform him we had purchased different bars and he had already put standard bars on all the doors. He did offer to change them to which I initially said yes and he had said he would show me the ones that had been fitted and said that they were standard. At this point I told him just to leave the ones that were down. I informed him that I had paid for the other ones and would be contacting the store to make a complaint about the fact they didn't inform him that we had paid extra for these bars. After the fitter had left I tried to get a kick board/grill back into place- as I had been informed by the fitter it would just slot into place, which it did not and now I am going to have to pay a joiner to come out and put it back on.

So, fast forward to Monday the 8th October, after several phone calls we still have no word on the hall flooring. Margo from the store called my partner and arrange the fitting on the hall floor. Margo had said to him we would get the flooring down and then discuss all the issue we had after that.
I actually spoke to Margo as well and informed her about the bars and told her I wanted a discount as we had paid £19.99 for the bars and were fitted with £7.99 bars. She had said she would talk to the carpet fitter and get back to us. Margo then called my partner to confirm when the hall flooring was going down and say the carpet fitter would call us to arrange a refund for the bars. When the carpet fitter called and spoke to my partner he had said to him that he could pay the money back to us and that he had never fitted to bars to any other SCS customer. So, basically we now believe we have been mis-sold the bars as no standard option was shown to us. I am discussed by the fact the SCS, a corporate company would expect the carpet fitter to pay us money back. He is a small business no where near the size of SCS.

The hall flooring is scheduled to be fitted on Friday the 12th October. Two weeks after we got the rest of the floors fitted. And guess what? Friday the 12th of October my partner got a phone call after waiting in all day ( when he is supposed to be working!) to get at 4pm to say that the fitter can not make it today! When calling the store to complain we got the its been really busy chat again!

I have 2 young children who have been having to walk around on concrete floor for the last 2 weeks and my laminate in the down the stairs bathroom is now starting to come up as there is nothing in place to hold it down between join of the 2 rooms.

To surmise:

1. Not only 1 room but 2 were missed off the quote resulting in us having to pay more than initially advised
2. After checking several times, beeding was still missed from quote
3. SCS evidently prioritize new customers over existing
4. Not all options had been given to use regarding floor bars
5. Complete lack of communication between SCS and the carpet fitters they chose, which resulted in us being supplied with bars less than half the cost of the ones we paid for
6. Numerous promises of phone calls which we are still waiting for
7. I am going to have to get joiner to fix kick board/ grill which no longer fits- costing me more money again!

As I'm sure you know buying a house is already a very stressful time. One of the reason we chose SCS was because we believed it would be easy for us to pick what we wanted and to get it fitted. But if I'm being completely honest this has been more stressful than the actual buying a house part. I will never use SCS again due to this experience and I honestly have no idea how SCS as a company got voted by customers as number 1.

At this point I have reached boiling point and I will 100% be taking this further!

I look forward to your reply, hopefully shedding some light on the reason we have been treated the way we have and why so many things have gone wrong.

Regards
Claire

Sofa arrived later then expect told 4 weeks it took 6 but never mind. Legs incorrect colour, 1 leg broken and sofa not in the correct style. Although the lady on the other end of the phone was very helpful and apologetic, there was nothing she could do until her manager was back on Monday. Sent photos to prove incorrect style. My complaint after all the phone calls was the manager did not call me back after being told by the helpful staff he will call back shortly. When I finally got hold of the manager and complained that he did not call me back to be told he cannot speak to every customer. Wow didn't know you get that many complaints. I understand you maybe busy sir and sorry for interrupting your day, I wasn't asking for a lead time I was complaining about my 900 pound sofa which I paid in full 8 weeks ago was broken and incorrect. I expect out of common decency to receive a call from the manager as there was an unhappy customer, I wasn't mad until I spoke to him where he stated he empowers his staff to deal and make decisions, well I think you clearly forgot to advise your staff that they can make decisions. I understand how difficult customers can be, but I don't tolerate being ignored, and maybe you are too busy, but a late delivery, let the staff deal with, a completely wrong order follow it up that's why you get the money and title of a manager.

Purchased a sofa and the leather is pealing. They have admitted to a manufacturer fault and they placed a replacement order but after 9 weeks of waiting we called back to find out how much longer. We were then told that it was discontinued but had not notified us. Now they are wanting to refund minus 20% usage which we feel they should replace the sofa with a new one after admitted it's a fault and they will have been credited from supplier.

I ordered a corner sisi Italia leather suite from the Aberdeen SCS store on 31/03/18.Order number ZM408544. It was delivered on 15/06/18, the recliner was on the wrong side, stitching missing from the top back of the couch, large gaps between recliner and corner section and recliner sitting noticeably a few inshes forward from the middle section. I phoned the Aberdeen store to explain this, took photos and attached to an email for the manager to see, who agreed it was faulty. I explained i just wanted it collected as soon as possible. I was informed this was not possible. I then had to wait on an upholsterer to visit the house on 17/07/18, who asked why he was there, i had to explain that he had to do a formal report and send to scs, which he did and sent by email on that day. I then had to wait until the manager of the store had read this, i phoned on a number of occasions to the store to see if he had read the report. Finally after some weeks, it was confirmed the couches could be collected. During that time i even drove the 220 mile round trip to see if there was an alternative couch, which there was not. I stated to the manager i did not want a payment coming off my bank account, he replied i had to phone the finance company to put a hold on the payments and could not cancel the agreement/finance until couches collected. I phoned the finance company who stated it is SCS who have to phone to put a hold on payments. I had to phone SCS again to explain this to them, which the manager should have known anyway. He advised me not to rush into a decision to cancel my agreement and take my time to decide, no doubt as the store would have lost the £3000 sale. The communication with me was extremely poor, i had to phone on numerous occasions to find out what was happening, and could not order from another store until these faulty couches were uplifted. Finally, they were uplifted on 28/08/18, ten and a half weeks after first being delivered. the process should have been alot smoother, better communication from the store with me also. I phoned the store the day the couches were collected, to advise them to cancel the finance, it still was not cancelled by the following week. Again i had to phone the store to ask them to do this, i was told they had done, but the finance company said they hadn't. The whole dealings with SCS was awful, some staff were pleasant on the phone, but the organisation and delays horrendous.

I went to order a two seater sofa from Scs in Bridgend today.
I thought it to be a very reasonable price but was horrified that the sofa would cost £59 to deliver.This I find absolutely extortionate!
I literally live around the corner from the store and less than 2 miles from the distribution warehouse on Watertown industrial estate., but was told by the salesman that this is standard and it didn't matter if I lived in Swansea (about 25miles away) it would be the same cost. I find this charge totally ridiculous. I know the price of petrol has risen ...but come on £59 for a 2mile journey! Surely delivery costs should be dependant on address, not as a standard charge no mater where you live!
I have ordered furniture recently from a company in Leicester and was charged no delivery costs at all!
I went on to order the sofa after a lot of thought but in no way am I happy that my bargain of a sofa has indeed cost me a lot more than I expected.

got in 1 day sale may day perfect in shop pensioner saved up ayr when delivered had plastic on took off not expecting what isaw one bottom of sofa completely off tear inleather on back phoned them up said get back to me to plastic off over one big hole in bottom of suite one end sink down on faded onseat leather rung again send somebody out took 4 wks to come ialso found crumbs downside and pieces of lego seconh hand been in somebodys house took phptos and said get back to me 4 wks later get letter saying will sort it out on 29 august 4 months after let with it came put it right man said cant believe sent to acustermer told ill get compensation rung up told id aseppted 80 p0und nobody offered me anything itothem its an insult how ive been treeted

My partner and I went to the Cambridge store and had carpets fitted on the 29th August. Since then, I had been standing on something sharp in the bedroom carpet but couldn't find what it was. This evening my partner found the point and pulled it with pliers, revealing that it was the tip of a shard of metal sticking through the carpet. This has caused me daily pain and could have been the cause of much more had we not found it in time.

I realise that SCS work with external carpet fitters but without knowing the details of our fitters, I feel that SCS are responsible. I was also quite cross about the poor quality of the carpet grip instalment and our freshly painted walls have been scuffed in places.

bought a 3 seater. twister chair. foot stool. dining table and 6 chairs in September 2014. The table leg fell off in October 2014... I got a new table.

this table cracked end of September 2015 and I called aftercare October 2015 to be told put of warranty... no personal details taken.

after a couple of years my sofa began to wear so I used the castalan sofashield who sent a technician who told me it was a fault with manufacturing and SCS should solve it as it is not covered under Castalan. (may I also add the salesman sold the sofashield to me telling me everything and anything was covered so mis sold that to me also). SCS refused to repair my sofa even though I had the technicians report.

back to the dining table I'm told I didn't report it until it was out of warranty when infact I did report it with in warranty they just didn't log it so I'm also left with a faulty table.

AVOID SCS LIKE THE PLAGUE

I was also made to feel intimedated by one of their salesmen in their Rotherham store who literally followed me out of the store shouting 'you'll regret this decision' just because I didn't see a replacement sofa I liked. I reported this to the yorkshire regional manager who only apologised. The manager in the wakefield store also shouted at me down the phone and bareface lied claiming I didn't tell him the complete story which I had 3 days prior (maybe if he called me the next day as promised he'd have remembered the details instead of me having to chase him up)

I bought the carpets few months ago for the full house and tried to vaccum clean the house. It wasn't working I thought sometimes vaccum cleaner doesnt work on new carpets tried after few days doesnt work changed the machine still doesnt dyson people came out 4times and changed the machine no uccess tried cheap hoover and cordless one no success. Spoke to store they thought could be a faulty carpet and one of the independent carpet person confirmed its faulty. Acc to SCS its not and its ok if the carpet is lifting wen i try to do vaccum cleaner.

Date - 20 June 2018
I purchased carpet/vinyl and laminate from your Straiton Retail Park branch and have had nothing but problems.
Your surveyor measured the entire property, based on his measurements i purchased x amount of carpet, vinyl and laminate (including all underlay and finishing for laminate). He got his measurements wrong, so i have been charged for carpet/underlay which was not needed. I was given paperwork which also stated that all i needed to pay on the day of fitting was £70, this turned out to be in the region of £340..., then i was told that it was a separate fitter for the laminate and that would cost me an additional £120! This was apparently resolved and changes made to the finance, but nothing has come to me to let me know or explain the changes or amendments to the finance agreement. I now also in addition to all the above have two full packs of laminate flooring and a whole lot of laminate underlay sitting which was not needed as once again your surveyor got the measurements unbelievably wrong and charged me for 5 packs, when three was sufficient.
Desirable Resolution : I want the 2 packs of laminate and the underlay collected from my residence, I want the cost of these items taken off my current agreement and i want some sort of financial compensation for the ridiculous service from start to finish that your company has provided.

Bought 2 x three seater setees and agreed with the store that we would be able to defer delivery up to the end of August.
They then proceeded to try and deliver it in early August when we were out of the country on holiday.
They subsequently said that they were no longer prepared to hold it as said trhey would deliver it by the 17th August despite us being between house moves and having no delivery address available. Failure to accept them would mean that they would be sold on and we would lose our money.
Their head office did not respond to our email, the Norwich store do not answer their phone.
Ignore these people like the plague!

We also had items on order from Oak Furnitureland and they could not have been more helpful.

SCS, Lincoln - Poor customer service, staff standing around and not really interested in finding out what you are looking for, what use you have for it, etc. We were a family of four looking for a large or two large lounge sofas. When we entered the Lincoln store at about 5.20pm on a Saturday 11th August, after visiting several other national sofa stores, at least 5 members of staff were standing on the main stairs at the front of the store, which was a bit over bearing. We were told of a few ‘extremely comfy' sofas at the front of the store that were not to our liking or taste, then when we were asked about what we were looking for we were advised upstairs had a sofa we would like, this again was not to our taste. We advised the sale person again what we were looking for and in doing this we came across a sofa set that looked appealing. The sales person advised straight away that he could offer a better price on the already reduced price if we were to agree to the sale today!, we had only been in the store ‘5-10' minutes maximum. As we sat looking at the sofa his colleague walked by looking back over his shoulder laughing, making eye contact with the salesman who was with us who then stifled a smile to himself - perhaps an on going joke with his colleague but it felt as if our browsing was a source of amusement and perhaps as the gentleman serving us was pushing us to buy the "last of of its type at this price" we would be gullible to buy it because of the price. When we asked about the other colour options, styles, etc we were advised the price was twice the current displayed price and this ‘offer set' was the best value and if we wanted it today he could save us money on the reduced ticket price!
We decided that enough was enough and decided to leave, upon leaving we noticed other grown sale people laughing and giggling, a completely unprofessional store with appalling management to allow this first impression on customers, sales staff that are clearly only interested in either standing around, giggling to themselves or trying to sell a product to a potential customer without asking any questions, lack of fact finding the customers needs or having general customer service and that any sale is a priority.
I would strongly advise others to try other SCS store! We wish we had, as trustpilot rates SCS quite highly, but Lincoln is definitely not part of these ratings!

I had a carpet fitted on the morning of 07/07/2018 and although I am very happy with the carpet there was a lot of damage to the surrounding walls and wood work, in fact, I currently have over 20 different photographs of the damage and this includes scratches, scuffs, hand and finger prints and chips. This was across the three floors of my house and means that I have had to repaint the marked/chipped areas as well as redoing some of the wood work.

Also, the paperwork I currently have specifies a fit cost of £57.00, however, upon arrival I was told that this was in fact £81.60. If this is correct then SCS have failed to provide me with an updated cost breakdown.

I am obviously quite frustrated at having to fill chips in walls, sand and repaint quite large areas at extra expense to myself. The paint we use in our house is Valspar and this does not come cheap at £35 for a 5L tin. I contacted SCS to request some sort of compensatory offer and log my complaint which I feel is reasonable considering the amount of damage done. This isn't just a couple of scratches and is literally every single wall the whole way up the house. I can't help but feel that the guys fitting the carpet may have been in a rush to get away as England were playing in the World Cup this day.

I received a short reply from the SCS Flooring and Insurance Supervisor after having chased up the complaint for 2 months and was basically told to contact the fitter along with their contact details, no help from SCS whatsoever.

I bought the chair and recliner cash, off the floor on the 24/4/18 from scs hull, my account number is3552226,
Before I bought it myself and husband went round it to find defects, I found a small scuff on the back, nothing else so I signed for it stating that that was the only defect,
Within the month I was sat in the chair using the USB port to charge my iPad and a dreadful burning smell came from the port, I immediately pulled the plug out and rang your firm, they sent a man out to assess it, in the meantime when I pulled the chair to a more accessible place for his inspection, I saw that two huge bulges had come out the back one above the other, so I rang the firm again and they said the man would assess that too.
The man arrived and said he would have to get the part ordered which I agreed and then he told me the bulges were normal and that the stuffing was bulging round the metal frame and it was a normal behaviour of this chair, I rang your firm again and stated that if I had been told that the stuffing bulging out was a normal behaviour of that chair I wouldn't have bought it, they said they would get someone else to look at the photo the man took.
Since then I decided to take my own photos and noticed yet another round bulge had arrived on the back, I realised that's level with the scuff on the other side, and on touching the new round lump I could feel the sharp edge of the frame pushing through, the scuff has the same feel of the frame coming through, I'm not happy at all with this product, it's cost me£650 with extras and I don't accept that a chair costing that much in a sale should look worse than a cheap chair from the charity shop.
I have spent thousands of pounds on lazboy furniture from your firm in the past with no problem, I showed the man all the backs of my furniture are smooth, but he told me this chair isn't made like my others and it's normal to look an embarrassing mess from the back, it's not acceptable and I would ask you for a full refund, I am not happy and I will go to weights and measures over this until I get satisfaction, I have been a very good customer of yours in the past and would continue to be if this problem is resolved, I no longer want this item, I ask for a full refund.
Regards
Vivienne Johnson
6 Rosbrook Way
Goxhill
Barrow on humber
Dn197nb

My mother in-law purchased a sofa from wolverhampton branch, , it came it did not fit although were told before purchasing it that it all came apart as she did state to the sales manager that it was bulky and she did not think would go in but he was very persistent in saying it all came apart so she wouldn't have any issues with it going into her property, , what he failed to mention was it didn't all come apart only the end of the 3 seater did so still unable to fit in property, , it got taken back to warehouse and has had to wait another 2 weeks to be told they would try again, , if it didn't go in 1st time its not going to the second time round, , she then got told would have to pay an additional £360 on top of the £2000 that she's already paid for sofa for an upholstery man to come to property desemble it an put back together in property, , still awaiting for this person to come, , my mother in law is disabled and this is really stressing her out and making her ill, , over a month with no sofa to sit on is taking the biscuit, , she paid for sofa 4 weeks ago, , it's an absolute discrace that she has been sitting on a hard back dining room chair for this amount of time, , Wolverhampton branch are complete failures to your company

The SCS carpet is absolutely rubbish. They are very keen to make you offer but they find a way to get more money from you. It is been more than a week since I contacted them but they refused to reply and they trying to ignore.
The measured the living room but it was not done properly and they trying to take more money and I contacted them and explained to them but they have not replied. I contacted their head office who promised to make them to reply but they did not. Can anyone help me with the cheaters

SCS were very happy to take our money (over £2200) but very quick to deny any responsibility for the problems caused by their carpet fitters, who were unable to install the carpet properly first time to the point that SCS have had to send out a new fitter to reinstall the living room carpet and it took four weeks to get the hall carpet finally laid.
The fitters originally sent damaged doors, walls and skirting boards, refused to provide a receipt for the "work" they did £250 cash in hand if anyone from HMRC is reading this and SCS refused to accept any liabilty for sending these people into my home as they are "subcontractors and not our employees", my opinion is that if you send people on behalf of your company into someones home you have a responsibilty to make sure that they carry out the job properly.
They blame the fitters, the fitters blame them (and refuse to return my calls and emails) my home is left in a state because of them both

scs contacted me 2 weeks ago by text message and phone to organise a delivery date. After a lot of excuses i.e "the diary doesnt go up to that date yet." "All the slots are gone for this week." i finally got a delivery date. I had been told that the delivery firm would contact me an hour before delivery. On the day it was supposed to be coming, i got up early to move out the old furniture. My husband took time off work to wait for the delivery of 2 sofas. At about 12.30 i got a phone call from the delivery firm. Unfortunately this was not to tell me my order was on its way, but to tell me that my furniture would be with them on Monday and would i like to book a delivery date. I explained that i already had a delivery date TODAY! to which they replied" but you cant have because we haven't got the furniture yet". To say i am annoyed is an understatement! I am absolutely furious and really just feel like cancelling the order. This really is very poor customer service.

Account Number (if Applicable): Customer Number: S00653533095;
Nature of your inquiry: Faulty furniture being delivered and poor customer service

Hi,

I would like to bring to your attention an incident which occurred this week after a faulty sofa was delivered. The delivery was on Tuesday, 5th June and one of the sofas was faulty. The issue was identified by the delivery driver and has been taken back to the depot. I have been told that somebody will contact me on the same day or the day after at the latest to discuss the options. Nobody contacted me on the delivery day. Because we removed the old sofas, we`ve been left with half of the room unfurnished, furthermore, the faulty furniture is a sofa-bed, which was going to be used in a couple of weeks when we have a big celebration in our family.

The day after delivery (6th June), I have called the store where I have placed the order and explained the situation and I have been told that they will need extra information (internal such as batch number etc) in order to chase the manufacturer. I received a phone call later on the day (Harris) informing me that I will be contacted by a colleague with more details.

On 7th June, I have been called by a member of staff which wasn`t sure about the options I have and gave me an estimated waiting time of 5 weeks which I found unacceptable. Therefore, I have asked to discuss the matter with a manager and I have been told that I will receive a phone call from one of the managers on the same day. As expected, I didn`t get the phone call which made me call them back in the evening (18:30) in order to chase my enquire. I have been told that, definitely, the next day, one of the senior managers will call me just after 10 o`clock in the morning.

On 8th June, after waiting for the phone call, I have decided to call them after 11 and nobody answered. After trying several times, I have decided to contact the head office. After briefly explained my situation, they offered to put me through the local store which I have contacted them previously but there was no answer even when the head office tried. I have been told that one of the area managers will call me later on that day but of course, no one did.

On 12th June I have called again, the head office and the same story (put me through to the local store but no updates on the situation). I have asked to speak with a manager because of the situation. They told me that a manager will call me later in the day. Of course, nobody did.

On 13th June, I`ve received a phone call from a manager called Alex, who assured me he will look to this matter for me ASAP and give me a call back later in the day. Again, no phone call received that day nor the next day.

I am finding this frustrating and we are very upset finding out that such a big brand has provided such poor customer service and nobody took responsibility of the issue and try to resolve it as soon as possible. We are so disappointed about all the situation, that we regret putting the order in the first place. We would like to cancel the whole order, including the furniture which was despatched.

To SCS Store Manager (Stevenage Store).
8th June 2018

Please find enclosed details of my complaint regarding your poor/non-existent customer service levels regarding damage to our walls by your fitters during installation of our living room/stairs carpet. The poor service from SCS was from original purchase right through to installation from your recommended fitters.

My main concern is your failure to act upon and follow through a complaint due to marks/footprints left on our newly decorated/walls by your approved fitters on 7th November 17 of which photo's were shown and forwarded in person to your Stevenage Branch of SCS. An acknowledgment letter was sent back by Joel Woolveridge on the 11th November with the promise that he would follow up directly with the fitters and come back to myself shortly.

Despite numerous chasing a reply was finally received from SCS on the 20th December 17 (no name on comms)stating that after speaking to the fitters they were not aware of any damage caused on site (even though the fitter was shown ONE large mark on the wall just before he left and replied that "Sorry - Can't be helped as these things sometimes happen during a course of a carpet being installed" !) and basically there is nothing further they can do and advised to make contact with the fitter directly and resolve ?!?!

The other marks were only discovered on the walls after the fitters left around 4.00ish once we turned the lights on in the house as dusk approached.
Sorry but I would understand being the case if I choose to use my own fitters but I actually used YOUR FITTERS THAT WORK UNDER YOUR SCS BRAND !
To add insult to injury when I unwillingly (but felt had no option) approached the fitter directly by phone on 29th December he (unsurprisingly) denied all knowledge of the above and said this was the first he had been made aware of these allegations and hadn't received any contact or photo's from SCS whatsoever (which contradicts the comments made by SCS on 7th Nov 17 ?!?!)

I then visited SCS Stevenage on 7th January 18 and spoke to Store Manager (Shah Rahman) who advised that he didn't have or couldn't find any photo's of damage on file ?!?! These were then re-forwarded in store on the same day.
The final communication received from SCS was on 20th January 18 explaining that Andy Thurgood who is the Carpet Operations Manager will be in contact with myself directly to resolve the issue directly !

Since then I have rung SCS numerous times, visited the Branch in person and even contacted Head Office to try and resolve this issue with not an ounce of interest or concern in return ! I have been advised that Store Manager is on holiday on countless occasions without any offer of someone else picking up and dealing with instead -was advised on one occasion that "Sorry we are only mere mortals and cannot get involved as outside our area of control." When I asked for Andy Thurgoods contact no. as by now exasperated waiting for him to contact myself I was met with a reply ‘We don't have it !" and when asked if someone can find it for me all the SCS Branch team seemed to draw a blank expression and say "Sorry !" Even when contacting Head Office I was told there is no facility to verbally speak to anyone to register a complaint - only via E-mail ?

I would like a reply to the following questions;

1. The complaint registered was for £170.00 to repaint the affected damaged areas - but even before the carpet was laid there were mistakes made by the SCS Team. THE ORIGINAL PURCHASE ESTIMATE WAS MIS-QUOTED BY £210.00 AS THE UNDERLAY COSTS WERE MIS-CALCULATED BY GARY JUGGINS - SCS apologised but did NOT agree to honour their mistake and instead offered an increased discount of £144.50 which still left us an extra £65.50 to pay ! We agreed to proceed at this point but why did SCS not honour the mistake even though we had it in writing and the surveyor confirmed that all measurements were correct ?
2. Why were the photo's never forwarded to the fitter as you previously confirmed ?
3. We used YOUR fitters for peace of mind (rather than appoint our own) - so why do SCS accept no responsibility for damage that they cause even though YOU HAVE AUTHORISED THEM WITH THE JOB ?
4. Why has Andy Thurgood your Carpet Operations Manager made no contact whatsoever by e-mail, phone etc despite numerous promises that he would ? Is there a reason why nobody at SCS wants to divulge his contact no. ?

I attach a Timeline to show exactly the dates when I have repeatedly chased for a conclusion which so far is to no avail ! This also shows for the record my valuable time and effort spent on needlessly chasing for a conclusion which is all due to your personnel consistently failing to ring back or do what you promised to do !

I look forward to your written reply within the next 14 days at how you wish to conclude this matter and overall thoughts on the above comments.

*The Citizens Advise Bureau have been made aware of this issue - REF: [protected] and have instructed myself to pass all papers to them if no reply is received within the period as explained above !*