From placing order to delivery found dealing with SCS trouble free and straightforward

My wife and I went shopping for sofas last December on a whim, since we knew it would take us a while before our house (a new build) would be ready. We saw a lovely Corneto at the Milton Keynes store, and asked for a quote for it — with a note that we would need to see if it even fit into the space as we had approximate measures only. No commitments, at this point, since it was a large sum and we wanted to think about it, and we wouldn't get the house any time sooner than April.

A few weeks later, we got an email from the salesperson, suggesting that we would be able to get £700 off with the upcoming sale — but since we wouldn't be able to come in before the end of sale, we would have had to give 30% deposit on the phone, which we did.

We came into the store to do the financing application, and we didn't get any paper or email out of it. I thought it would just take a few days for the paperwork to be sent, but the only documents we received were from V12 (finance.) We were walked through the usual basic information, we confirmed a ground floor delivery through standard doors — and we (probably) were advised about assembly services if it wouldn't fit. But, I mean, it's a standard new build, no?

Fast forward to May, when we have keys to the house, and we're ready to receive furniture — and I realised I got nothing to check the status of the order on, so I mail the store, and I'm told they're just waiting for it to get to the right zonal warehouse for delivery. Okay — but then weeks pass, and I keep chasing every so often, trying to confirm if it would arrive by early July when we were supposed to actually move in. Eventually, I get a delivery date of July 15th, and apologies that between a new order system, and the fact that our original billing address was different from the delivery address (the first in London, the later in Milton Keynes) they sent it first to the wrong warehouse. Annoyed, but it happens, sure.

Cue to July 15th, we prepare the space for the delivery — the drivers arrive "Have you measured if it fits through the door?" "Uh, nobody asked or suggested us to." Turns out, it doesn't fit. They can either leave it in our living room by going through the garden door, and have someone come to dismantle and move it "within weeks", or bring it back for now.

Call the store, and they tell me they would charge us £150 *per piece* of a two piece sofa, to get their upholsterer to dismantle and deliver. And they wouldn't even discuss giving us our money back, without talking with the salesperson who followed our order.

When the salesperson calls (because I sent it in writing that I wanted my money back), she tells me she definitely had told us about the cost of the disassembly when we ordered (neither me nor my wife remember that — we would have remembered a delivery cost of 12% of the order! It's very possible that we assumed £150 *per item*, rather than per piece, which feels a lot more reasonable), and that it was our problem to measure the doors — which at the time of ordering, she was well aware we couldn't, as the house wasn't ready!

But that's the catch, right? It's our memory versus her statement, because *we never received this in written form*, we haven't received copy of any document, we haven't even gotten an invoice for the order! You would expect that knowing the Corneto sofa is too large for a standard door is *their* job — and you can see others had exactly the same problem. And if it doesn't fit and you *need* the upholsterer, it should just be quote as part of the cost of the order — we would probably have thought abut it twice, had it been in the quote, but if we had accepted the quote then it would be fair game, right?

As I'm writing this, I'm waiting to hear back, so that we know if they can at least come to a trade off given the lack of communication, but I don't have a good feeling about it, given others' reviews. I'm very saddened because I was looking forward to the sofa, and Poltronesofà (the parent company) is renown in Italy for their furniture and quality.

But at this point, I fear that they're just trying to ransom us into paying them to receive a battered (by two months being pinged between warehouses, and then being attempted to be delivered and brought back), badly reassembled sofa.

The staff checked on us in case we needed any help, and then left us to look on our own. When we found the sofa we had chosen, Giulia was very friendly and helpful. We were initially unsure whether to go for a 2 and 3 seater or 2x 2 seater sofas. Giulia provided us with all the information we needed and followed it up with an email so we could finalise our order without holding it up. The sofas arrived slightly ahead of the time frame given. We received a message to notify us of the delivery date, a text the day before with a 4 hour slot and a call to let us know when they were 45 mins away. The delivery guys were tidy and speedy, even in the heat!

Martin was vey helpful and patient

From Buying the Sofas from the Milton Keynes store and just had our delivery today has been excellent. Communication and Time has been earlier than expected. The sofas are excellent and comfy, and the delivery team was kind, Clean and friendly.
Very pleased.

Guilia was excellent, very helpful and informative without being pushy or forceful, I would recommend anyone going to SCS to seek Guilia out.

Brought a sofa from SCS, when it arrived it had marks on and creases on the arms and the seats where the material was not pulled tight, the delivery team even took pictures.

Have emailed the customer service team 3 times and still not heard back, after 4 weeks.

Was emailed to leave a review which I did only for them to send me an email saying that it would not be posted as I didn't adhere to their policies, I can only think that it was because it was a bad review, have even sent pictures for no response still from SCS

I was greeted by Jess, who was extremely helpful and made my shopping experience a total pleasure. I purchased two sofas , and Jess was so friendly and knowledgeable. She even made my sister and I a cup of tea , whilst we chose fabric. I work in retail myself , and very much appreciate excellent personal service. I can honestly say , Jess is an absolute credit to ScS.

My husband and I went in search of new sofas today having seen the offers online for the bank holiday weekend. We were assisted by Martin, a very friendly and accommodating salesman. He made ordering our new sofas a pleasure and we can’t wait to receive them. Martin aided us in understanding the offer and making the most of it. Thanks Martin!

We purchased a 1 Corner 3 Sofa Bed with Left Hand Facing Single Power Recliner on 23/05/2025.
Giulia provided us with a excellent service, professional knowledge and patiently explained all the details of the sofa. It's a really nice experience this time. We're very happy and satisfied to buy the sofa which is fit our home. Thank you.

My corner sofa is beautiful. The guys delivered and put them together with care. However, I've only had my sofa for 2 weeks and already the recliner doesn't work on one end of the sofa, I have 2 recliners. Secondly the customer service team online are very poor. I made an enquiry about the contact details i need for the insurance I took out for my sofa and it's been 2 weeks and still noone has come back to me! The e docs SCS sent me does not provide any contact details for the insurer at all or a reference number/customer number.
To say the least I will not be ordering anything more from SCS.
I am very disappointed by the support team.

The service from scs was absolutely abysmal the furniture was terrible we had it repaired numerous times and finally got an offer to select a replacement after being quoted a refund value we went ahead an chose a replacement only to be told afterwards that the replacement value was wrong and we had to pay an extra £300 totally disgraceful will never shop at scs again disgusting

3 seater sofa and 2 armchairs. Electric recliner 1 chair bonks and bangs when reclining 2nd chair sticks footrest
material has bulged on all parts. Sofas sagging. All this after 4 months exceptional bad quality very poor workmanship. And scs not in the least bit interested the send out engineer who agrees this should should not happen after 4 months. Then puts a report in saying normal wear and tear absolute absolute lairs. Please check out the Facebook scs complaint page hundreds of people with same issues. Do not purchase from them. You will just get something that looks ok in beginning but is not fit for purpose .and and absolutely no customer service.

Martin at Milton Keynes store was helpful, friendly and sold us what we wanted quickly and efficiently. SCS was the 5th furniture store we'd been in that morning and we nearly went home before deciding we might as well get SCS out of the way. We are glad we did.

Have brought from SCS before. The service from choosing to buying and delivery as ever first class.
Would highly recommend.

From first ordering our sofas and chair

The company have kept us up to date with time of delivery etc

Nothing been too much trouble for them

Absolutely great experience with ScS.
Great thanks for high quality customer service to sale assistant Georgia, who made the purchase process more easier: providing the information about product and payment.

We were made welcome on entering the store,not pressured,but very helpful by a young lady by the name of Georgia, we were also offered a coffee, which was very refreshing, Georgia demonstrated the chairs, and we chose the one most suitable for our needs.

We were greeted at the door, this usually puts me off going any further, but, the young lady who spoke to us was really nice and extremely helpful. We told her what we were looking for and she showed us everything that met our requirements. She made me a coffee and then left us alone to discuss the purchase. We went ahead and bought a sofa and chair.

Having avoided going to SCS due to very bad experience years ago but being unable to find a sofa which 'fitted' me, I thought I'd give them a chance & very glad I did as I found the perfect one. Martin the salesman was helpful, friendly & product knowledgeable.