Where to start!
Firstly I have always bought my sofas from ScS. The last 3 times it's been easy and plain sailing, which is why I was always a returning customer - until now.
Ordered a sofa from ScS on 24th August 2024 and was given a delivery date of 04/10/2024.
It was not delivered and we contacted customer service on
17/10/24
06/11/24
13/11/24 to chase this up.
We have been given excuses every time such as:
It's the warehouses problem
It's the suppliers problem
It's an IT problem because they have now partnered or been took over by an Italian firm
Never once has ScS just owned up and said "we don't know" - always someone else to blame
We was told that they would call the suppliers and then call us back.... They didn't... We was never contacted with an update or delivery date
On 20/11/24 we called the customer support team and the automated message stated that there was 89 minute wait until we was next in line.
We then waited for 2 hours 30 minutes, we used another phone to ring up to see what the expected wait time was and the automated message stated that the call centre was now closed due to to training
How long would he have stayed on hold for... I wonder!
I then went into the store to ask what was happening, and advised how we was on hold for so long with still no answer
AGAIN told the same thing by a different person, new IT system, warehouse, supplier issues etc
At this point, still no ownership for the absolute mess, just blaming each other, meanwhile I'm still no closer to finding out where my sofa is and when it will be delivered

We sent an email on 20/11/24 to the customer care team, expressing how annoyed and frustrated we are and that we wanted it resolving ASAP.

Still no reply from the email - we sent a further email on 26/11/24 asking for an update. In them 6 days of still no contact we tried calling the customer support team again to be hold for a further 1 hour 45 minutes. We selected the call back feature on 20/11/24 and still waiting for the callback now and it's 05/12/24

Then it goes from bad to worse
We was advised that the sofa was somewhere in the UK - they just don't know where...
We went into the store last week absolutely fed up of the situation to demand answers as still no contact from anyone
We was spoken to by a sales assistant that had no idea what was going on and we just appeared to be in the too hard too deal with box
We looked on the ScS website for our sofa and they are no longer selling it - it has been discontinued, we told this to the sales assistant and he said he didn't know and wasn't aware if it had - great!

At this point, we are just short of 2 grand down, no sofa, no information of where our sofa is and no closer to a resolution

We have been back and forth trying to rectify this and started to look at other sofas, we have been told they have done another sofa like the one we ordered, so we looked at it and it's awful
Although it is the same design, it's very poor quality and not the colour we originally ordered, we was offered to see another similar style but the options were not right for the dimensions of our room

We then looked around and saw another sofa, we asked if we could swap it for that one instead and the 200-300 difference be a "good will gesture" for the absolute shambles the whole process has been...

We was told 'no' and that they would only be willing to give us the new similar one to what we ordered
The new one they have brought out is clearly overprived to cover any good will gestures from the absolute mess they have caused customers who ordered the original sofa to look like they are getting a good deal when in reality they are fobbing us off with a cheap lookalike

All the messing about, the time and effort WE have had to spend to get answers, time wasted on the phone, driving back and forth to the store and they simply just couldn't give us the new sofa we wanted is an absolute joke - to be honest, we are that frustrated, angry and tired from this hellish situation we decided we wanted a refund

You would think getting a refund to end this ordeal would be quick and simple..... Nope

We though it would be easy, to just cut ties with ScS, and get a new sofa and a better experience elsewhere to be told that the store can't issues refund - really - a firm as big as ScS can't give a refund
We asked how we get out refund back to be told.... Wait for it....
Call the customer support team

The same team/ department that has not contacted us back EVER from the first call / email

So.... We now have no sofa, we don't want a new one from them and we can't get hold of anyone in customer care team to get the refund

All this to deal with on the the approach to Christmas....
NICE ONE ScS

If you read this with the intention to buy from ScS - just don't. Save your time, money and go elsewhere

I genuinely don't know what has happened to the firm and how they have gone from being so good to so bad.
The worst service ever

John was very Professional,Polite but Friendly and very Helpful.

The person in shop was polite and helped with all are questions also help with measuring and talked to us in a nice manor

I ordered a sofa at the end of August which should have been delivered 6 weeks ago on 17/10/24. The communication from SCS has been awful.

I made a complaint online which took 6 days to get a generic, copy and paste response which offers absolutely no update, new information or resolution other than just wait.

I was on hold for 2hrs 30 minutes, only to ring the same number off another phone for the call centre to advise me it had closed early for training. I assume I would have been on hold for even longer without checking this. I selected the call back feature from this and have had no return call and this was a week ago.

I was on hold for further 1hr 45 minutes yesterday, again with no answer.

I have been in branch to complain where I was advised this is all a new IT system problem which has been in place for 3 weeks.

I still do not have a delivery date or any information about where my sofas are. This is the third sofa we have bought from SCS and previously have had a very good experience, but this time it has been so poor they have lost a returning customer and at this point I'm tempted to just cancel the order as they are inept.

The sales lady was very informative and helpful in finding my ideal sofa

Great assistance, help and knowledge off John Taylor in helping us buy our suite

My wife and I had a wonderful experience at SCS whilst choosing our new sofa and chair. Chris looked after us as soon as we entered the store, he showed us the perfect product and arranged a fantastic price. a real Gentleman and the coffee was lovely.

Absolutely brilliant service from the showroom, customer service/after sales team and delivery. Marc and Andy who delivered our furniture were great and very respectful of our property. The furniture from SCS is excellent. I would definitely recommend SCS.

DON'T BUY ANY SOFAS FROM THIS COMPANY SCS. I bought a leather sofa last year. And for the last year I have been in dispute. With in 3 weeks of getting my sofa the cushions started to stretch you would think I had it for three years. I went back to the shop more than ones in fact I should have got a job there for their amount of time I had to go back to try and sort this out. The manager at Blackburn told me before I go to bed at night. You are supposed to unzip the cushions and let air in and push the filling down every night. Never heard so much rubbish in my life you should not have to do that to a leather sofa. I went to a leather manufacturers who does sofas and they told me that the filling that they are using at SCS is the cheapest you can get and if the change them for you it will always go the same way. SCS would only give me new cushions. The only sent one new cushion so I had to calls SCS again. Then to top it all they just sent me the cushions covers with no filling. So I took the cushions covers to the manufacturers that I have been talking to and they put better filling in and it looks brand new now. I sent SCS the bill and lord and behold they've sent me the fillings yesterday after three or four weeks since I had the cushions sorted. Because they don't want to pay me £150. Plus I decided to have the back cushions done which cost me another £120. They just like to take your money it's about time that SCS closed down. So I am warning anybody that goes to SCS never never buy from this company. If I could give them 0 star I would have

Excellent service, and quality product.
The delivery team were very helpful, and friendly, they set-up the furniture, and cleaned up afterwards

Good communication with the delivery team

ELW-418-741

The delivery lads went above and beyond today absolutely super service given the challenge getting it through the doors
Hope it doesn't delay the rest of the delivery's

Can't comment on Instore as bought online but normally good service, hence why we went back for another.

No issues, delivery when we we're told super 👌

Thankyou to Damian for his help today! We came in weds morning unsure of what we wanted, he recommended a lovely cosy sofa and now we have settled and ordered it, friendly man and very clean store, highly recommend!

Andy and Dave B delivered the sofa this morning.

Very quick, very tidy and very friendly.

An enjoyable experience purchasing our first sofa. John was polite, approachable, knowledgeable and friendly.

From the sales process with Christopher to the delivery service with Mervyn and Nathan the whole experience was smooth from start to finish. Chris used his knowledge and experience to support us in-store with our sofa style and selection, right through to the sale. SCS kept us informed of the delivery service dates and times on the day, with a phone call from the delivery team when they were on their way. When Nathan and Mervyn arrived they were professional and set the sofa up with legs and in the place I wanted. I would recommend SCS Blackburn to others due to our experience. We are very happy with our purchase and the service we received.

On time. Very professional guys.

Absolutely brill not a problem