I had a deeply disappointing and frustrating experience with SCS when I ordered a sofa from them. When the delivery team arrived, the driver didn’t even attempt to bring the sofa into the house. He just took a few photos, assumed it wouldn’t fit, and left — without a single effort or even speaking to me properly. He reported back that the sofa couldn’t be delivered, even though no attempt was made.

Shortly after, I received a call from the deputy manager at the Cardiff store, who was shockingly rude, aggressive, and completely unwilling to listen. Rather than working towards a solution, she demanded I pay £250 for a re-delivery and reassembly, blaming me for the issue. I live in a standard Taylor Wimpey townhouse — nothing unusual or awkward about the property. Yet they insisted it was my responsibility to ensure the sofa fit — despite the delivery team not even trying.

The next day, the store manager called me, and he too was rude and intimidating, again insisting it was my fault and refusing to acknowledge that the delivery driver didn’t make a proper attempt. He made it clear: either I pay £250, or the order would be cancelled and I’d lose my £500 deposit.

This experience has left me feeling angry, upset, and completely let down. SCS refuses to take any accountability, blames the customer, and uses pressure tactics to extract more money. They don’t care about fairness or proper service — only about protecting themselves, even when they’re in the wrong.

Avoid SCS at all costs. The way they treat customers is absolutely shocking.

When looking at the reviews on SCS you see the five star for the staff at the stores snd delivery company which we had no problem with. It's is the actual products and customer service post delivery that have the low scores and here is another issue

The purchase of our sofa and dealing with has caused me significant distress due to numerous manufacturing faults and the inadequate service I’ve received since its delivery.

I received the sofa on 19/03, only to discover immediately that the reclining mechanism was not attached and therefore completely unusable. Even more alarming was the presence of a 30cm needle protruding from the furniture—something that nearly caused me physical injury. I contacted SCS right away, and although an Emmiera technician was arranged, I was told the company could not comment on the needle due to a lack of oversight over factory quality control. This response was deeply disappointing and far from reassuring.

On 08/04, the technician confirmed the mechanism was broken and ordered a replacement part. When I showed him the needle, he identified it as a button needle—particularly concerning, as my sofa has no buttons, strongly suggesting it had been placed there deliberately or without any quality checks whatsoever.

On 28/05, the part was installed, yet that same evening I noticed that the back support and seat pad had dropped significantly. A technician returned on 30/06 and acknowledged the issue. However, rather than address it properly, he offered to fill the affected area with random off-cuts of foam—a completely unacceptable solution for a brand new sofa that cost me £2,500.

On 03/07 and 08/07 I have called SCS support and on both occasion told that a senior manager would call me within 48 hrs to discuss my options. I am still waiting.

I am currently undergoing treatment for Stage 3 cancer. The inability to use this sofa—due to repeated issues and sub-par fixes—has added unnecessary discomfort and stress during an already difficult time. The repeated faults, including a dangerous foreign object and failing structure, clearly indicate a severe lack of quality control.

Given the repeated failures, unsuitable repair and unsafe condition of this product, I have lost all confidence in SCS and its products. I will be requesting a full refund.due to the gravity of this situation and hope SCS take appropriate action

Excellent service! Friendly, professional people completed their job in no time.
Very grateful

From start to finish we have had amazing customer service . Sofa is just what we wanted and quality is outstanding.

The only one thing I would complain about was the automated Tex on the delivery information

Great service, from the time of purchase right through to delivery.

2nd sofa purchased and SCS does not disappoint

Delivery staff were rude. I received a message saying Andy would deliver between 10.30 and 10.55 so I was not at the house when they knocked the door at 06:57 and got my sister and brother in law out of bed. 06:57!!!! To quote my sister “he was Mr personality wasn’t he”!! Obviously doesn’t like his job!!! Anyway, sofas great, shop staff great, delivery staff really let your company down.

Staff are friendly, helpful and professional; this includes the salesperson and delivery agents. My only criticism is the length of time you have to wait from order to delivery.

Good professional delivery service, speedy and took good care of the sofa.

Absolute pleasure efficient delivery was great communication was brilliant will most definitely use again thanks to dvd for making this a great experience

Delivery men were friendly , careful and helpful> thy took care of our furniture and ensured that there was no damage to the furniture or anything that was in the room

I had an email the day before delivery advising my sofas would be delivered between 7-12 but I would receive an email the following morning before 7am to advise of a more precise time. The various emails that morning said 8:10 to 9 & then kept getting later intll it arrived at midday. Th he 2 Greg has who delivered were polite and passable by, however, they were dragging items around the van to get to mine and then only 1 person was lifting on his own, surely mine should have been by the door to get to easily. They didn't seem to care much about the products. When they left it, I was given no instructions & it took us a while to realise there was a cable tie on the sofa bed, this was after looking online & trying to work out why it wouldn't open. I bought my last sofas from Scs many years ago and they've been great, this has put me off buying any more from you.

I am very unhappy with my purchase as it’s the wrong size as I seen in store and also as advertised. It’s a lot smaller than it should be and looks awful in my room and I would also struggle to fit 3 people on it comfortably.
I have sent 2 emails to customer service email and had no reply at all!

Very informative service in the showroom. I had to amend the order as we really didn't feel the 3-seater would fit. Again, prompt service. Delivery on day expected, tracking and an up-to-date ETA by 7am in the morning. Delivered and assembled by friendly delivery staff.

The crew were fab, two pleasant boys and very helpful. Put our sofas where we needed them which was a help as we are elderly.

The delivery instructions were very clear. The time allocated was excellent.
The crew (Dean) plus one were very quick, efficient and helpful.

Russell and Simon really friendly delivery team helped out in every way they could to deliver 5⭐️ service and unwrapped and disposed of packaging. Thanks again lads

Superb service throughout. From the friendly salesman at the Cardiff gate store to the delivery men that brought and fitted my sofa. Great quality sofa at a great price.

Good communication and the lads delivering were polite and helpful.

We bought laminate flooring recommended by the sales person on a 4 year finance deal with carpets and sofas. The laminate was recommended as a more expensive choice due to it's alleged waterproof properties. We bought this and it's all ready swelling and delaminating and it's only been two years. It's in the living room and hallway so hardly damp rooms. So disappointed with this, and we're stuck paying the finance for substantially longer than it lasted. Don't waste your money!