Utterly discussing service, missold a sofa based on size, raised a complaint more than 3 weeks ago & now being ignored by the store. Emails bounce back. Can’t get hold of regional manager.

Don't buy a sofa bed.
I bought a sofa bed and the accidental damage insurance.
After about 14 months I noticed a broken spring on the floor.
On investigation, I noticed that the wire mesh bed base had broken in several places.
I contacted castellan and was told that they only cover the recliner mechanism on their insurance. ( the salesman told me everything was covered) and to contact SCS.
I did,and was told that there was only a 12 month guarantee and the lifetime warranty on the frame doesn't cover the bed frame.
So now I'm stuck with an overpriced sofa, because the bed part is unusable.
When you ring the telephone number, the only options are to contact the insurance companies, and not SCS.

Very disappointed with SCS. Suite ordered in November and on schedule for March delivery. Tried to pay all week and majority of stores closed for 3 days for re-branding. Cannot get hold of anyone on the phone. Delivery now cancelled apparently, but wasn't advised and no one tried to contact me. Tried to pay at nearer store and was refused. No links provided to pay online. Impossible to pay within window given when no one available. Please think about customer service rather than just marketing. Contact your customers who are expecting your service.

I got a sofá from fosse park Leicestershire staff there was helpful help me with material as I had pets brilliant. When I got sofa after a month the material was crinkle wasn't fill properly had an engerier come home and check he said is really bad then scs said wasn't nothing wrong, had to make another claim after a year still didn't heard anything about. DON'T BUY ANY SOFÁS AT SCS

Love the sofa. From a nice salesman who talked us through the details . Plus
The delivery guys where excellent.

Awful customer service from fosse park store in Leicester ! Paid for our sofa bed upfront, waited 3 months for it, delivery date finally came (Tuesday 27th Jan). My elderly parents were at home, one of which is disabled, the delivery drivers were rude, abrupt and aggressive. They had already unboxed the sofa bed in the lorry, they just dropped it in the plastic covering onto the drive. The sofa was supposed to come in 2 pieces and they were supposed to bring it in the house and assemble it. They said it was in one piece and we would have to pay for an upholsterer to take it apart so it would fit in the house. When we bought the sofa bed we took all the dimensions of the house with us and the sales man confirmed there would be no issues getting it into the house. The delivery men were belligerent and refused to even try and get it into the house. They said they would leave it on the drive or at a push they would put it in the garage but then it would be my parents responsibility to get it into the house! They then took the sofa back and drove off with it. It’s now Sunday, I wrote a long complaint as I was told to do so by Ali (who I’ve since found out is the store manager!) it’s now Sunday, I’ve called the store numerous times, left messages with people or on their voicemail and I’ve still not had a call back. I’m over £1000 down and with no service!! They’re robbers!!

Excellent service in store and delivery was really good kept informed when delivery was going to be and at what time . The delivery men respected my property and set everything up no problems at all very good experience all along the way

Great pair of fellas we didnt think was going to fit up my stairs at first but they got up and assembled well happy

The delivery team did a first class job, they were very professional and respectful, they fitted our sofa perfectly.A1

The two delivery men were very polite and respectful. They removed their shoes on entering our property. They were very helpful and knowledgable and nothing was too much trouble even though we were their last delivery of the day
When visited the store to choose our sofa the lady was so helpful but not pushy- we decided to look at other stores and I actually went back a few days later with my daughter for her opinion and to place my order and we saw the same lady and once again she was so helpful

Fantastic help from the girl in the store. I was left to wander round and look which was very different to other stores I'd been in that day & so much better. Lots of different styles of furniture & a huge choice of fabrics. The length of time I had to wait was around 3 months therefore be prepared. Delivery was efficient and fast. The guys knew exactly what they were doing & protected my floor from shoe dirt with dust sheets. All in all a really good experience

Love the sofas, but after service is absolutely terrible. Screws were missing so 4 months on with so much chasing - in person, on the phone, and via email, and the contact form, this is still not resolved. The back rests as a result are insecure and unsafe and I have two young children, third on the way. Some of the screws that are already in are in at dodgy angles, or worn down so badly that should we need to take them down for removal we wouldn’t be able to because they’ve ground the screw thread down so badly. I completed the contact form but because so much time has elapsed it lets me go no further. A personal approach and communication that isn’t limited by boxes and dates would be great in this kind of situation. I look forward to more clarity and direction so we can move forward

I was extremely happy with the overall service of SCS sofas. Staff at the store were very helpful and explained features of the different sofas and payment plans available in great detail. Delivery was straight forward and delivered at the exact time frame that was suitable for me. Quality of the sofas is superb.

Delivery team were polite and professional

The company is : SCS furniture shop
We received our Lift and Rise chair, which was delivered by Craig and Sayyid. They were both very good and helpful and brought the chair into our lounge and positioned it where we wanted. Excellent service.

Our experience with SCS has been absolutely awful from the very beginning. When we went to the store, the staff were extremely friendly, offering several deals and encouraging us to place the order the same day before the “offer ended.” We even explained the exact measurements and layout of our home because we were worried the sofa might not fit. Both the manager and the salesperson repeatedly reassured us that there would be “no problem,” that the sofa was curved, and that it would “slide into the corners easily.” Unfortunately, all these reassurances turned out to be completely false.

When the sofa was delivered, the corner piece didn’t fit. The delivery team didn’t try any alternative approach, didn’t test the other section, and just took the whole sofa away. We then had to pay £220 to have the corner dismantled and reassembled inside our home. On top of that, we were told completely different things by different people: first that all parts would be delivered together, then that they would come separately, meaning we now have to take two days off to receive both pieces. The communication has been chaotic and unprofessional throughout.

Then came the biggest shock — the colour was wrong. The salesperson clearly entered the wrong code, something we as customers cannot check. Thankfully, we took a picture of the colour on the day of purchase, exactly as their staff advised “to compare when the sofa arrives.” But when we reported the issue, the person who placed our order was conveniently “off,” and no one could help. The store manager then told us to accept the entire sofa in the wrong colour first, and only then they would “see what can be done.” Completely unacceptable.

After paying £220 already, we were then told we would need to pay another £220 per section to dismantle the rest of the sofa, even though none of this was our fault. All the “offers” they gave us in-store are now meaningless because we are being charged extra for a sofa that is not even the colour we ordered.

And to make things even worse, what happened today was the final straw. Since SCS did not call me back yesterday (as they promised), I phoned them myself. I was told that the complaint had been sent to head office, but head office is refusing to agree to a colour change, claiming the colour on my receipt is what I ordered — even though we have photographic proof of the correct colour taken on the day, exactly on their recommendation. The staff told me they are “not sure what the decision will be” and that I will only get a clear picture once head office responds. When I asked again about the sofa not fitting into the house, they dismissed it, saying “that is a separate issue” and that they cannot address that until head office decides what to do about the colour mistake. This has been the most stressful, unprofessional, and frustrating experience I have ever had with any furniture company. I will never recommend SCS to anyone. Their customer service is terrible, their communication is nonexistent, and their handling of mistakes is appalling.

We placed our order at Fosse park.Ash helped us with our order and gave us an excellent service. We initially had a delivery booked 2weeks ago, however our sofas were taken back by the delivery men as they could not get the sofa into our lounge. We were very disappointed as they made no effort in trying to get the sofa into our lounge and just gave up. We called the store and spoke to Ash who advised we should rebook the delivery and will get the men to dismantle the sofa to make it easier to get through. We were also advised on several options before we get the sofas redelivered which we were not really happy with as we are in a new house and told we may have to have our stairs/banister cut for sofas to get in. We were hopeful that the sofas would get in if the right team of delivery men came along and dismantled.
Today we had 2 great delivery men come Dale and Steve who came in assessed the area and talked it through. They were very positive and reassured us that they will do everything they can to try and get our sofas in. They did a great job and finally our sofas were in. Thank you so much for a great job and your friendly manner. Well done !

We had a sofa off of SCS ,when the guys came they did not speak. When one of them had his back to me and I asked him to move the settee a bit to the right and under his breath he said the f word. They also damage the arm. I spoke to scs store where we purchase this from and the lady said this is normal when people deliver items ,that they do not speak.when they finished they just held the phone out to me to sign without saying a word.

The process & timings were excellent, the delivery team was also excellent and extremely efficient, however I was lead to believe when ordering in the store in Leicester that the battery pack was included with the Sofa's. I've now found out I never ordered them so they were not included. I feel I've been mislead, the call center lady that I called was not a customer friendly person & has advised me to purchase one from Amazon!!!!!!!!!!!!!!!!!!!

The delivery men were polite, very efficient and did an excellent job for us. Thank you!