The service and the sales person explanation and helpfulness in every way

I ordered my sofas just after Xmas.. was told end of March/Early April. Received info of the delivery date. Only then did I start seeing reviews. I can only talk about my experience but the member of Staff at Beckton branch was very helpful and patient. My sofa was made to order and the delivery went well. We was ready to take out the windown if needed but was delivered in 2 parts and assembled inside. So I had a good overall experience. I asked questions and was prepared for any issues.

Interesting Lynsey responds to all social media complaints but never escalated. Bought and PAID IN FULL for 2 sofas on a 14 days delivery. Zero communication despite trying to call. Have now calked the store 57 times with no answer. I called Head Office who miraculously got me through to be told check with head office, The store and company are shocking. Lynsey please dont ask me to email social media team if you are not prepared to do anything for me. Only think left now is small claims court!

Worst company I have dealt with. First of all they ordered wrong product. I went twice to the Beckton branch but the manager never called me back to resolve the issue. Also tried the head office number but no resolution. Will never buy anything from this company. I am also going to lodge a complaint with their organisation

We saw a sofa we liked. We discussed requirements and were told that an email with full measurements would be sent. Never received the email. Went back to the store for more specifications and then home to discuss and check measurements. Tried to call the store more than 30 times to place an order, but no one ever answered the phone!! We didn't want to keep driving 45 mins there and 45 mins back home again - so a phone call should do. I left messages, no one returned our call. They obviously didn't want our business.

Very disappointing experience.

I've had multiple failed delivery attempts since 2025, including last-minute cancellations/order issues after being told the delivery team was on the way, and even being incorrectly informed that items had been delivered when they hadn’t.

The lack of organisation and poor communication has caused significant inconvenience, stress and financial impact due to taking time off work. For a national retailer, the service has been far below expectations.

3 months later still waiting for my sofas.

Beware!! Would not recommend based on this appaling experience.

Long last after 3rd time sofa finally got it right . Thank you ScS

Response 12th February

Really disappointed with that response. Please could you answer the following questions:
What is your written complaints procedure?
What about the 'cooling off' period for consumers?
The store is unable to get voicemails left on thr number you provided?
Your email address does not work..

Original message
I attended SCS in Beckton on Monday 26/01/26 and ordered a sofa, I did not get a receipt for the £1300 deposit I had made as there was a glitch with their system and I was one of the 12 customers that had been affected by this. I was told they would call me on Friday to ensure everything had gone through and the order was all ok. I have no call on Friday 30/01/26, so I called the store and was met by the voicemail system (which I have been told by staff at SCS does not work, they do not get the messages from the voicemail system it is computer controlled) I had called them 30/01/26, 31/01/26 and 01/02/26. I then emailed the address I was given on a card and was sent a response that this mailbox is not in use!! I then called the other number 0191 731 3300, which tells you to contact the store, so at this stage I am going round in circles and no one from the store has contact me. So my frustration is increasing I think I have ordered a sofa, but no confirmation from the store. Now I am thinking if this is the level of service for ordering the sofa if there is a fault what will I do so at this point all I want to do is cancel and get my money back. The store calls back on Monday 02/02/26 and by this stage I am livid I do not feel like a valued customer. I am informed the answer machine system means nothing, which is making me more anxious with my order. I ask for the order to be cancelled and am told that can't happen and feel as though I am being held over a barrel. SCS can do what they want and I have to stick to this order where I have had poor customer service. I spoke to the manager of the Beckton store Shaan and was told he would contact head office and find out what could be done and to expect a call back from him in 24 hours. I was silly to believe I would get a call back. Surprise surprise I did not get a cal back 24 hours later, so I chased again in the afternoon on 03/02/26 and was told Shaan had not had a response from head office. Shaan said he would call me back the following day with an update. The 4/02/26 arrives no call back. I called the store again on 06/02/26 spoke to Dave and he informed me it was Shaans non working day and he would leave him a message for him to call me back on Saturday. Davae said the order can't be cancelled, he told me if I had a complaint to email the mailbox on the crad handed to me. I asked him to email that address (as I knew it did not work) very smuggly he told me it worked and a few seconds later he said 'oh there is a mailer demon', which I was aware of. There was a lot of back and forth that I think this is poor service to be told well the sofa has been ordered and I can't cancel and I was being dramatic and overreacting. I do not think I have overreacted as I have been promised calls back and none have happened!! I have made all the calls. They took my money and now I am stuck. I have called again today 09/02/26 to be told Shaan is now on a Teams call and they would ask for him to call me back. So far I have had no call back and my only way to get a response from SCS is to post a review hopping that someone contacts me. As I have nowhere else I can go. I tried the ombudsman and I have to allow SCS 12 weeks to try and resolve the matter before I can contact them again. I am so frustrated at this stage, which is why I don't want the sofa, it has been an absolute headache!! I have even been to the SCS website and completed an online form and not heard back. I am at the end of my tether, please do not order from SCS Beckton.

I am very disappointed with my experience with SCS. I purchased a sofa in September for £1,800 and it was delivered at the end of November. Unfortunately, the sofa started making loud noises with even small movements the very next day.
I contacted customer service and had to wait three weeks for an engineer visit. The problem returned within one hour after the engineer left. After contacting customer service again and waiting another two weeks, a second engineer confirmed the sofa has a manufacturing fault and requires replacement parts.
I was then informed that the parts will take at least 11 weeks to arrive, plus additional waiting time for another engineer visit. This means I could be left with a faulty sofa for nearly a year after purchase, which is completely unacceptable for such an expensive item.
Overall, this experience has been very frustrating and disappointing, and it has affected my trust in SCS

Was not delivered into house and did not even try to get through door. Will not be buying anymore sofas from here. They just want a sale, they don't care about service afterwards. One of the delivery team members (Paul and Kerey) did not want to even try move the sofa into the house. His shorts were falling down his backside the whole time. We managed to move it in ourselves after they had hurried off.

Really not impressed.

Order number S0030-1000396801-D9

Excellent service

Our family bought new sofas at the Beckton store today and Yasser served us. He was incredibly helpful and able to give us great advice. We were able to browse at our leisure and he was available to help us with pricing/ measurements and delivery information. The variety of colour and fabric was incredible. Thank you Yasser for your excellent service.

BDC-882-949. The delivery people were very polite and very good at there job. Thank you very much, and me and my wife are very,very impressed

I would like to express my sincere thanks to Yasser for his exceptional professionalism and outstanding customer care during my recent visit to SCS Beckton.

We were making a significant purchase and initially felt unsure about proceeding, especially as the support from the store management was not as helpful as we had hoped. We were genuinely prepared to walk away without buying the sofa. However, Yasser completely turned the experience around.

He was patient, knowledgeable, and truly went above and beyond to ensure that everything was clearly explained and that we felt confident in our decision. His approach was never pushy — just genuinely supportive and focused on making sure we had the best possible experience.

It was entirely due to Yasser’s excellent service that we decided to go ahead with the purchase, and we are extremely grateful to him for that. He is a real asset to the SCS team, and I hope his efforts are recognised.

Thank you, Yasser, for making what could have been a stressful purchase into such a positive and memorable experience

We went in store and chose our sofa and specifically asked the sales person to recommend the best leather for our choice of sofa and not worry about cost. We were shown various ones and were assured that the one we chose was very good. With in 11 months after delivery we started to notice that leather was discolouring in on the edges of the arm rest etc.. We contacted ScS who said it was still under warranty and to contact the warranty people(we took out extra warranty recommended by the staff member who we dealt with. The warranty people said with was not for them and it was for ScS to deal with. ScS said with was for the warranty company. Basically to and throwing between the two. SCS support advised to my surprise that they could send out a specialist but I would have to pay over around £90:00. I don't trust these sales people anymore and have learned my lesson. STAY AWAY from SCS

We had a great experience with Yasser. He made the ordering process so easy & straight forward. This is the second time we have used SCS over the years and it has been great service each time.

Thank you again Yasser for being a passionate salesman

Fantastic company! The staff are very polite and professional, the delivery team is excellent, and I’m extremely happy with my sofas.

Very prompt delivery, the deliverymen were really polite. Everything went smoothly. If there wasn't any 3 month lead time I'd give 6/5.

The time slot given to us was OK but the delivery was 3 hrs later and nobody let us know. P

Very comfortable and great quality sofa. Arrived on time, with a 5* delivery service.