SCS
reviews and complaints

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 !*

Having ordered and paid for a carpet to be fitted to my lounge and hallway I was looking forward to it being fitted on the 2nd of June as arranged with your Bristol cribbs causeway store. Having cleared the room of furniture including a fully stocked tropical aquarium with 133 litres of water in, we waited for the call on the Saturday from the fitter to tell us what time he would be with us... The call never came, in fact I called your store in the morning to check everything was in place and at that point I was told that we were in the system and that I would receive a call shortly to confirm a time... One hour later I called again and spoke to Kieth who then informed me that one of the fitters had gone awol on the Wednesday and that he thought he had forgotten to cover a job for Saturday... He promised he would contact the fitter who was working that Saturday... One hour later he called back to tell me the job could not be done!
I would like to know how scs is going to compensate me as I feel this amounts o a very unprofessional service which has cost me a day off work us the loss of ten fish who died due to the shock of the aquarium being emptied, I had expected some losses but felt it was unavoidable and would only be the once... The aquarium I run is a totally natural set up which means it can't be just drained and dismantled, the fact I will have to go through this process again means more losses which I feel could have been avoided. Not to mention my time off work which I will have to do again along with the fact I will be upside down again. Had the store contacted me when the problem first arose we could have sorted something as I am the 1st to agree that sometimes things do go wrong... But my point here is that I had to call the store twice only to be told I had turned my flat upside down for nothing!
I have cancelled the order and placed a new order with a local company but I cannot go ahead until the money is paid in full back onto my card... I feel this has left me with the opinion that scs don't put customers 1st and as such I won't be shopping with scs again... I would like to see some form of compensation for losses incurred and for time wasted.

Hi purchased this item along with a single chair on 26/12/17. It was DELIVERED on 4/2/17.Delivered for an extra cost of £59 and £2457 for the sofa. It is just over a year old and we have found one of the seats on the corner sofa to be sinking. I sent and email and have been told that WE have to pay £60 for someone to come and have a look at the product. We have just paid all this money plus delivery and it's only just over a year old and ur expecting us to pay another £60 for someone to come out. What a bloody cheek. In your summary it says key rights up to 6 years. If the product does not last a reasonable length of time we may be entitled to some money back. Well you don't expect an expensive sofa to last as little as this do you. Obviously there was a manufacturing problem in the first place. We have hardly used this sofa. The delivery men put the sofa together as well. So what are you going to do about this. If I do not get this resolved I will be getting in contact with watch dog

We went to scs birstall store to have a look around at sofas we had liked online and to ask if they did credit checks to see if we would be accepted for finance they said yes sure I can put it through for you so we followed the sales representative to his desk he asked what we had in mind and before we knew it we had made a purchase we didnt really know we was making!. I stopped the sales rep in his tracks and said I asked for a credit check not to buy the sofa he never made it clear we had to chose our sofa we wanted and put it through as a purchase and await to see if it was accepted or rejected! He kept getting up from the desk through the application and different sales people were coming over carrying it on and leaving and coming back etc. Not until we said it wasnt the one we wanted did they mention it was a non cancellation order I was left heartbroken and worried about having to pay out £1699.00 for a sofa well above our original budget for finance. Then asked us to pay the deposit they didnt say anything about he told us we had to make a £100 deposit in store we couldnt make a £100 deposit we could only pay £50. I read the leaflet he gave me and it says you have days to pay off a deposit before it could be delivered! He told us 10wks for order it took 13wks and when I rang to ask for a delivery date they said they couldnt deliver it because tge address they had put on the computer to our paperwork was different so we was told we had to take proof into store before it could be sent out. It was also a damn good job the store manager pulled us up as we were about to leave the store just to check everything was correct because the sales rep had drawn out the layout incorrect to the corner we asked for. The sofa finally arrived with the wrong feet! I rang them to tell them and they said they would get them ordered and sent out asap iv been waiting for them now about 9wks and they said they are still on order and will arrive the 1st week in july and havent got technitions to come and change them because they are fully booked!. Our purchase felt so forced we felt in total panick and rage. We will never reccomend or purchase from scs again.

Utterly horrific customer service. If you order a sofa from here expect long delays, short notice and limited delivery slots which they threaten to not give you your sofa if you can't accept the two work days they offer in a month, dude employees and a whole day wasted waiting on. Not worth it and I will never use SCS again.

Firstly, stores cannot even match their own online prices. I was told blatantly that unless I was spending big money, they would take any money off even to only match their online prices. Nice to know that £1000 is chump change to them.

I then had a member of staff threaten to cancel my order because I couldn't commit ahead of time to be available for any date in the week I was offered (delivery slot 7am til 7pm). I had to speak to his manager to stop him cancelling. I assume he wanted to cancel it because I didn't take out extra insurance or extras and it would look better on his targets if my order didn't exist.

Then the delivery was delayed (no contact) and it took 10 weeks not 6-8. And then was offered only two days in the month they could deliver which I had to accept. I ended up needing to cancel loads of important meetings to accommodate them to take short notice holiday.

All customer service contact was rude in the extreme. I was made to feel that they were doing me a favour, taking my money. Unbelievable from such a large company.

I will never use SCS again and warn anyone thinking of buying from them to do the same.

We ordered carpet and laminate in February at cortonwood store. We got it on your finance plan. Our first problem was that we were told several times that the laminate would be fitted to later be told that you don't fit laminate we saw the store manager and he offered us the option to cancel the laminate order of they would pay half to it we agreed to this. Had our stair carpet fitted no problem waited for laminate to be delivered after numerous phone calls and trips to store just got told we would here from the manufacturer within a week. Still nothing phoned again to be told that they would now order it after weeks of expecting it to be delivered. My husband went to store again and saw manager finally got a date for delivery for yesterday. Waited in all day wasting a day of my holiday for it not to turn up. Phoned store again to be given a number t o ring when they answered they were very annoyed that i had been given the number. They said They would look into it and SCS would contact me. We are paying for the loan for things we haven't got!

Hi. I ordered a £4, 200 corner sofa from Scs in Aberdeen, Scotland. It took 5 months to arrive and the quality of the sofa was fantastic and I love it. The problem is none of the sections fit together. We phoned Scs and they admitted their staff hadn't been trained in selling your sofas when we ordered ours and it was their mistake. I was assured they would fix the problem and we would not be out of pocket. The problem was then passed to the Aberdeen store manager who was down right rude and then on to regional manager.
We have two end manual recliners which don't fit the other parts ordered. Only 2 of the 5 pieces fit together. Scs have basically told us we can keep it and pay for it the way it is and figure out how to join it together ourselves or they'll come and take it back.
I am very angry and disappointed at the treatment from Scs as I would love to keep the sofa but unless the problem is rectified with no extra cost to myself then they will definitely have to take it back. There's been no apology, they're just not slightest bit interested.
Please help.
Mrs Marion Young