We ordered the settee to come after Christmas but unfortunately you moved delivery to today's date 14th December we only got 1 weeks notice and 3 days to pay which was a nightmare as the queue to pay was a 3 hour wait so we had to go in store to pay it to ensure we didn't miss the delivery slot. We couldn't get through to store to change delivery or pay as it all ended at one number which was frustrating

Appalling.
Our delivery days is long past and SCS won’t answer phone calls while there online contact service isn’t working.
I’ll never buy from this lot again and would advise avoiding them.

So far no sofa, but was meant to be delivered 22/11/24. Rang several times they changed the date to 29/11/24.
Still today no sofa in store and now can’t guarantee for Xmas! Absolute worst customer service I have ever dealt with! Can’t wait to take your order with guaranteed Xmas delivery to then let you down!
Customer service number and email is a load of rubbish too don’t call or email you back. This company is appalling and is letting a lot of people down for Xmas!

And I have replied to the below response on the email they sent and yep still nothing

In store sales good - customer service telephone shocking. I have tried to contact SCS and I’ve emailed you and I have had no response till now. Please could someone send me paperwork for my recent purchased approx date of delivery. Thanks

Gary was friendly and informative without a hard sell. He gave me the time to consider my options and gently recommended which would benefit my age and health needs.
A comfortable and relaxed shopping experience.

Kerry at Manchester Trafford Park provided us great service. At the end we have found a dream sofa for our new home. She offered us a lot of useful advise on fabric, colour and style.

We enjoyed our experience at the shop and would like to thank Kerry for all great service.

Expecting a sofa today and no phone calls, no tracking ,no update, trying to call them since yesterday and 930 minutes wait,left a message for a call back and they call back and missed the call, arranged another call and someone with rude voice answered with no customer service skills.Explained the query and he said they started using new system which they do not know how to use so they lost contact , they will call back tomorrow for an update. £2780 sofa waiting for nothing

I ordered a sofa on 15/09/24 due to be delivered on 16/11/24. I had absolutely no contact from SCS to confirm delivery. I took a day off work to wait for the sofa but it didn’t arrive. I contacted customer services who couldn’t offer any insight and promised me the manager would call me the following day…he didn’t! The day after that I did receive his call where he apologised for the failing in communication and advised they were expecting my sofa on 29/11/24 and that it would be delivered on a Saturday and that they would confirm the date once the sofa was in their distribution centre. I received a text message on 3/12/24 to say that they had my sofa and it would be delivered on Tuesday 10/12/24 not the promised Saturday! After waiting so long I arranged unpaid leave from work to enable me to take delivery. At 16:22 the following day, I received another text message to say there was a delay with the order and they had cancelled my delivery with no indication whatsoever of a new date. I have now lost two days pay, still have no sofa and no idea when it will be delivered. It’s quite clear that the manager who telephoned me back in November, did so just to provide lip service, as nothing he promised has come to fruition! You try to contact customer services and there is a wait of 224 minutes! You try to track your order and the system is down. You try an online chat and the system is down. I have never experienced such poor customer service and communication. Considering the amount of money you are spending ,it is nothing short of appalling! I will never use this company again and would advise anyone who is thinking of purchasing any furniture to look elsewhere! They are still promising pre Christmas delivery for new orders on their website…it certainly won’t be this Christmas!

Very helpful member of staff

Absolutely awful service
Was told sofa would be delivered so got rid of our sofa next day there had been a mistake it’s isn’t coming for a week a week later they don’t know where the sofa is! No been waiting 5 days for a manager to call back

Didn’t respond after asking me to email as per below and still no Sofa

Staff were brilliant gave us time to choose then made ordering very easy

I am writing to formally lodge a complaint regarding my recent purchase of a sofa from your company, SCS, for over £1,300 in September 2024. I am deeply disappointed and dissatisfied with the level of service I have received from both your in-store and customer service teams.

Upon purchasing the sofa, I was explicitly assured by your salesperson that it would be delivered within four weeks and that it would fit through my standard-sized front door without issue. However, on the delivery date, your delivery team was unable to bring the sofa into my property. A subsequent attempt to deliver the sofa with its arms removed also failed.

I promptly raised this issue with your customer service team, only to be informed that it is not SCS's responsibility and that I would need to pay an additional fee to have an upholsterer dismantle and reassemble the sofa inside my property. This solution is entirely unacceptable. The assurances given to me at the time of sale were unequivocal: it was SCS's responsibility to ensure the sofa could be delivered and installed in my home.

Despite my repeated efforts to resolve this matter—via phone calls, letters, and in-person visits to your store—my concerns have been dismissed. Your customer service representatives have failed to respond adequately, and the store manager has been unhelpful, repeatedly deflecting responsibility.

This experience has left me feeling misled and exploited. I purchased the sofa based on the information provided by your salesperson, who used high-pressure sales tactics and offered no warning of potential delivery issues. To now be told that this is not your problem and that I must pay additional fees is appalling.

Furthermore, your refusal to offer a refund is unacceptable, especially since the product cannot be delivered as promised. Your claim that the sofa was "specially made" does not absolve you of the responsibility to deliver it in accordance with the agreement made at the time of purchase.

As per my discussions with Trading Standards, I am requesting the following:

1. That SCS arranges for the sofa to be delivered and installed in my property at no additional cost to me.

2. That SCS provides a full refund if delivery cannot be completed as promised.

3. A formal apology for the distress, inconvenience, and poor service I have experienced.

If I do not receive a satisfactory response within 14 days, I will have no choice but to escalate this matter further. This may include filing a complaint with Trading Standards, seeking resolution through the Furniture Ombudsman, or pursuing legal action through the Small Claims Court.

I hope SCS values its customers enough to address this issue promptly and fairly.

Very good , they are so nice

The only positive thing about these last 2 months of waiting time, was the delivery.

The customer service of SCS was completely awful. Waiting time of 52/74/98/132minutes?!!!! No comments.

To start that when we bought the couch, was given a DELIVERY DATE, and when it gets to it, it says the date IS ESTIMATED.

After that, I get a call arranging a delivery date, where is given me two options. I chose one, and it’s booked a different day.

If that was not enough, and between a week and 3 emails with no answer, I receive a call in regards to “one of the calls I made” where I requested to be contacted back.
The “mistake made by one of the staff in booking my slot wrong” was nearly sorted by another one, even though, for me to see if it could be delivered on my choosing date, I had to cancel that one, and be lucky that the date I firstly chose, was still available.
Was nearly sorted, because the “system”, didn’t assume the change, and kept booked for the day I didn’t want.

I can tell this was the worst customer service experience I ever had. Not even in a Poundland shop.

Having a company that makes multiple mistakes, and the customer still has to do what they say, it’s just ridiculous.

The worst: never had any contact from any manager or any answer to any of my complaint emails, which were at least 4.

Bought a corner sofa through Paula at white city retail branch, Manchester. Her customer service was fantastic, friendly and helpful...credit to the company! She deserves the 5 stars 🌟 really pleased with sofa

Our salesperson, Gurdit, was so helpful and knowledgeable. He was courteous at all times and we trusted his judgment. Very nice young man and a credit to the company.

I wanted to request for a yard of fabric and I am finding it very difficult to do this.

Awful customer experience and it has taken all the enjoyment out of buying a sofa!. Ordered in Store in Manchester 31 August. Instore was fine and I left a really good review from the "sales" point of view. However the promises made have not been followed up. Initial delivery date was 6th October 2024. We called Sunderland two days before to be told the "estimated" delivery would be 22nd November. 7 weeks late. No reason given. I asked would we have been notified of the change as it was a 7 week delay and we were told no! We went back into store and told it was a material issue! After the manager called SCS. We have called again since to ask if the 22nd November is an "actual" delivery to store or once again an estimated delivery. I was told it was an "estimated" delivery to store. We have not received "any" correspondence from ScS since we made payment, except to complete this review which I left as long as possible. No email, call or even apology for the delay. We ordered deliberately the most basic made in the UK sofa possible. When we see the adverts for ScS we now laugh. The biggest among many issues is not one call or email to update about the delivery in two months. We still now do not know if it is going to be delivered to store this Friday 22nd never mind when we have to arrange a time for the actual delivery to our home. I have called today and it is a 40 minute wait for a call back. Last time ScS did not call back. Awful - avoid!

We were told our sofas would be delivered on 25th October only to be informed they would be delivered anytime upto and including 22 November. When my husband queried this the person on the phone said it was still within contract on 22 November and it was in the 'small print'. We spent a near 2 hours in SCS ordering sofas for 2 rooms, everything was explained to us to get the 'sale' except the delivery to contract. Having had major surgery, and expectation of sofas for the 25th and then being further rudely spoken to, we would not go to SCS again as we have more items to purchase but not from there.

Mark & kyle were lovely men, they were polite, friendly & very helpful. They cleaned up after they delivered, removed all the rubbish. They had a blanket which they used on the floor, so it wouldn't get dirty. They delivered with care & on time.