Originally ordered a sofa at the end of April, choosing a fabric and features, then being given a lead time of 12 weeks.

After a number of weeks I was told that the manufacturer couldn't do it with the fabric I initially chose, so picked a new fabric and then the wait began again. In fairness, the wonderful salesman John (absolutely brilliant service) did say he'd been trying to get hold of me for a little while and I didn't realise SCS' outgoing calls showed up as originating from Sunderland. That was in July.

Then further delays occurred with the 4 weeks additional time being added to the new (post-change to fabric) lead time. Beginning from 21st August, I was sent automated texts telling me my sofa was due into the distribution centre soon and I'd then be given a date for delivery to me. This was the start of an ongoing issue where the automated system sent texts telling me my sofa was due into the distribution centre on a set date, but then around the given date I'd receive an additional text saying there'd been a delay.

Ringing the customer service number attached to the text put me in touch with a customer service agent who was very nice and did her best to be helpful, but didn't have access to the information around why my sofa was repeatedly being delayed.

Then John came to the rescue, taking the time to call me and explain the situation. The automated system was incorrectly giving me dates as the manufacturer note had a date of 12th September since the fabric change the whole time. Unfortunately, there was one more delay due to central logistics, but during this time the manager Craig was on hand to keep me apprised of the situation and was also amazing. Service from the store has been exceptional.

I had one more text telling me it would be into the distribution centre on Monday 21st September. I called to check on Monday and Craig informed me that it had indeed arrived on that day. Soon after, I received a text with a delivery date of 24th September. On the afternoon of 23rd September, I received a text with a delivery slot between 0700-1200.

It's with a good deal of elation I can report that today on the 24th September, my sofa was delivered, even being given a more precise delivery window by email earlier in the morning and called by the delivery team when they were on the way here. My sofa was put into place and the electricals (recliner and head tilt) set up by the delivery team, then a couple of signatures to show nothing in my home had been damaged by them and all was done and sorted.

Customer Service (Store) - 10/10
John was the salesman who initially sold me the sofa and was amazing every step of the way. Friendly, approachable, he was laid back but you could tell he had a passion for sofas and took pride in the exceptional service he delivered. With all the issues that had arisen, none of which were his fault, he still gave me a partial refund to apologise. Craig, the manager, was also brilliant in terms of service and while I only dealt directly with him while John was on leave, he was just as friendly and kind as John.

Delivery Team (To my address) - 10/10
The delivery team this morning were great in terms of service and kept me updated with when to expect them. In spite of being on time for the more precise delivery window (and on the earlier side of the first delivery window), they still apologised for not being there sooner due to traffic. They weren't told I was in a first floor flat which means there was a breakdown in communication, but they didn't grumble once and managed to lift a very heavy electric reclining 3-seater up the stairs and into the flat without any issue. I was surprised that the bottom of the sofa was one solid piece, but the two delivery-men were clearly strong and capable. I was very surprised they didn't have any PPE (mainly weight lifting belts) as the risks for hernias and slipped discs delivering heavy furniture all day every day must be quite prominent.

Central Customer Service - 6/10
While the customer service agent was friendly, warm and helpful, the time it took to get through and the required information being unavailable to the customer service agent meant that my call didn't resolve my query. The 5 is for the customer service agent, the organisation itself would get a 1 for this area.

Automated Services - 0/10
The automated texts weren't accurate for a great deal of time and this was very frustrating. Read above, you'll get an idea as to why.

SCS Overall - 7/10
John and Craig very much save the day here. While my experience had many issues/delays, there's a lot to be said for great service. SCS and their management of manufacturers and/or their lead times falls far short of expectation and is where all my issues arose. Local delivery team were great. Price for sofa was great as purchased just before price went up.

The staff at the Cardiff Leckwith store were extremely helpful.
The online tracking was really impressive
They gave a 30 minute time slot for delivery and were on time excellent
The furniture is also excellent quality and more importantly very comfortable.

First place to go for furniture excellent

Delivery guys were great. Really nice and helpful. As soon as they left the controls stopped functioning. The chair was left in an elevated position and won’t go down to a normal chair. I called SCS they sad it would be dealt with urgently as a health and safety issue. They promised to phone me to arrange a visit. I called later in the day to say no one called. They reassured me they would. Now it’s day three and all their helplines are closed. So a 12 week wait, a lot of money for a dangerous chair. Feeling a little stressed now.

Excellent service by Red Lion, they delivered my very large, very heavy sofa with efficiency and care, both gentlemen we're polite and friendly throughout and respectful of both myself and my house.

Great service from start to finish

Previously bought sofa many years ago costing £2,500.00 , which was very happy with , quality , lasted over 15 years .
So Spend well over £2.500.00 on a new sofa , but not happy with the quality this time at all .
Had technician out who found no faults and upon further review as no manufacturing faults with the sofa , and next step would be ombudsman .
If we had only paid £700 for sofa then wouldn’t expect that good quality , but for amount we spend on new one , the quality is not up to standard , and within a year will look like a sofa over 5 years old .
What point of going to ombudsman and all the hassle when SCS should have dealt with better.
Will probably have to buy new sofa within few years instead of it lasting for over 10 years.
WILL NEVER EVER BUY ANYTHING FROM SCS AGAIN, as customer service is diabolical!!
What a waste of our hard earned money !!!

Delivered when you said you would. No messing about from the A1 delivery guys. Can’t ask for more than that. I would not hesitate to recommend you.

From buying the sofa from Chris the salesman to taking delivery, everything ran smoothly, everyone was very attentive and helpful including the delivery guys, 5 stars!

We were allowed to browse freely in the showroom in Leckwith, once we had decided on our choice Chris then took us through all the options and was friendly and helpful. At no point was it a 'hard sell'.
Delivery was two days later than originally notified but guys who delivered were friendly and careful, bearing in mind had been raining and we had just had new carpets fitted. They took all wrapping and boxes away with them. Really pleased with the service all round.

Customer service was excellent. The staff were very friendly and experienced. We were given all the time we needed to choose which suit we wanted, and we never felt that we were being rushed. Service was excellent, everything explained in detail and we got a very good deal with the accidental damage insurance cover.

Absolutely shocking!
Purchased a Theo corner sofa on 01/01/2025.
Estimated delivery 07/02/2025.
A sofa was delivered 17/02/2025. A wrong one!
Spoke with the executive office who put in an order for the correct one straight away, told me to keep the other one for the time being and the correct one would be with me by 2nd may. Still waiting. Constantly delaying the date. Fed up now. Requested refund and magically they have sent me an automated email stating to expect up to 4 weeks delay time.
I think it is highly insulting to ask me to wait another 4 weeks when it was their mistake in the first place. I have been waiting 6 months for my sofa.
I want a refund I do not wish to deal with this company any more. I am in more than my rights to do so but it's a nightmare to actually speak to a human!
Avoid this company!!!

Ordered two sofas on January 19th and they were finally delivered on May 20th! Delivery dates kept shifting which was a nightmare. Frustrating communication throughout until a few days ahead of delivery and then all good. Delivery drivers great and sofas are also great!

Very good at assembling the furniture knew what they were doing explained well

Sofas was being delivered to mother-in-law who who is in her late 70s. Sofas were a bit tricky to get through front door so looked fir alternative route which was successful. Very happy mother-in-law!

Still waiting for an arm chair that was ordered in January. Had a text last week to say it was finally coming today. Waited in all day and it's not here. Can't get through to the customer service on the phone and they never called back. Very disappointed with lack of communication and delays in delivery

Fab experience very helpful and professional would definitely use them again could not do enough for me

In and out that was good tested chairs quick and efficient service

Chris was very helpful and informative

Chris in ScS Leckwith Cardiff was great and very efficient. Andy and his delivery team were very careful and checked all sofas after delivery.

Chris was very helpful from start to finish, and very knowledgable. Made buying my sofa stress free. I would highly recommend ScS. All staff were amazing