Shopped in the norwich store yesterday. Brought new sofas. The sales lady Ellen was really helpful yet not to pushy. It was a really pleasent experience to shop in SCS as we really thought we'd be followed around pressured to buy yet this wasnt the case. The store was.really nice , smelt good and had a really good choice of recliners ers which we were looking for. Looking forward to getting our sofas thanks norwich store and Ellen

Kept us informed, excellent job of install, taking care of house and checking sofas all set up and working correctly, really nice team - Thank you

Lovely chaps but the sofa did get dropped outside before coming in to the property. Also we didn’t get the leather kit on delivery.

I was kept informed about my delivery. I was given a 2 hour slot and then the driver called me when he was an hour away.
The two guys delivered my sofas and assembled in very quick and efficient time. They were polite and helpful.
It was a very easy and smooth delivery and I am please to give a very positive review.

I decided to invest in new sofas and did some research. Scs had the best choices, amazing price and top class customer service.
Once were sofas were ready, ahead of lead date. Communication was excellent, emails and texts leading up to delivery - night before am or pm then a text with a hour slot then a call to say they would be with me within the hour.
The delivery team were polite and very respectful of my property and carpet, using shoe covers. They set up my sofa and footstool exactly where I wanted and checked I was happy. A very easy experience.

We were just “popping in” as we had already decided on a a sofa elsewhere. Upon meeting the nicest salesman ever we decided to stay a while. Ended up finding our dream sofa. So excited! Favour, our salesman, was amazing. He wasn’t pushy, he was honest with his advice and gave us time and space when we needed it. However, my favourite part. He connected with my SEN son. He talked to him! He was beautiful. Thank you Favour for a lovely experience and for restoring my faith in strangers around my son. Also, for being patient with my partner and his indecisiveness LOL. You are an amazing human and SCS is very lucky to have you on their team.

over 3 visits to Norwich store we had dealings with 3 different members of staff, all were excellent, friendly and knowledgable.
We have now had furniture delivered and this was also handled excellently. Communications on time of delivery were clear and additional call from delivery team saying exactly when they would arrive were all good. Actual delivery and setup was carried out quickly, team were very friendly. Well done SCS

Bought leather sofa from scs Norwich
Also bought additional cover for 3 years
On day when be bought sofa - seller explained Castelan cover will cover pet damage
Now- year later when we tried call for damage repair- they sent technician who visited our place- took pictures only, week after received
Letter rejecting claim.
John at Norwich store was absolutely not helpful
Not happy with leather quality as worn in year time
Also that castelan insurance not doing anything- wasted money
I’d like to live 0 star review

Be very careful with SCS — poor after-sales attitude when things go wrong!

This is not our first sofa from SCS, but this time everything went badly. In November, we urgently needed a replacement sofa and went to the Norwich store. The store manager showed us some stock that was new but ex-display, which we could take immediately. The sofa size was perfect for our tight room, and with a discount it cost just under £1,490. Delivery would have been another £300, but we were told head office does not allow the use of local carriers, so the manager suggested we hire a man with a van — which we did.

When we arrived to collect the sofa, we noticed damage — a tear in the leather. We asked for a further discount, but the manager refused, saying the reduction already accounted for this, it was now not just because it was discontinued and ex-display. Reluctantly, we accepted, as the damage was on the back and we had a trailer ready to go. We managed to get the sofa home, removed some doors and where it fit perfectly.

In the following days, I had an allergic reaction, and my wife realized it must be the sofa. Looking between the cushions, we found white cat fur. I have asthma, so this explained the reaction.

We contacted SCS and spoke to a helpful lady, Lesley, at the end of November. She was adamant that SCS would never sell a second-hand sofa as new and promised to resolve the issue to my satisfaction, after speaking to her manager. We agreed to get the sofa professionally cleaned so we could use it.

However, time passed with no updates. When we contacted SCS again, we were told they were “investigating” the cat fur and other personal effects, and that Lesley had been off work since i spoke to her. Eventually, we were told we could return the sofa at our cost and receive a refund — plus a “small gesture of goodwill” that would not cover our expenses, leaving us without a sofa.

I asked to speak to a manager and was told this was impossible. I could only call the Norwich store manager, the man who insisted the sofa was new and had been in the showroom. Complaining further seemed pointless — they were unapologetic and dismissive, even when I threatened to escalate to the CEO or post online reviews. I wrote to Kevin Royal, SCS MD, on 2nd December — again, no meaningful response.

On 8th January, Jamie from SCS contacted me. We called back, and again the after-sales team was confused, unhelpful, and again insisted we could either return the sofa at our expense and select another one at full cost and then wait for delivery, or have it collected for a refund. They refused to cover cleaning or transport, stating it was “SCS management’s decision.” Their attitude was clear: the sofa was ex-display, they had no idea how cat fur and other personal effects got into it, and it was not their problem.

Despite SCS claiming they never sell second-hand sofas as new, we were sold an ex-display sofa that clearly had prior use. We consider this a misrepresentation and are now consulting consumer rights experts, including Martin Lewis, to see if this was lawful.

Bottom line: SCS may appear professional in-store, but if anything goes wrong, their attitude is dismissive, unhelpful, and indifferent to customer concerns. Be very cautious before purchasing, the company culture is to accept no responsibility.

Purchased 2x 2 seater reclining sofas they were delivered on the 27th June 2024 however after about a month/6 weeks later they started to sink I contacted scs who sent some one round to have a look at them and they said it is because it's a tv seat that will happen (surely not that quick ) however he told me to put a cushion down the side to level it out .this is totally out of order Although at the time I said I was happy it is now getting considerably worse. It's also the same on the other sofa I wish I didn't purchase these sofas they are still under warranty dawn Farrow

Lovely 3 piece from shop staff to delivery staff first class

Great service all round delivery was excellent. Delivery staff worked very well . The items are well made .
Was kept up to date with delivery. Arrived on time

Good service all round from shop staff to delivery drivers

Very happy with SCS, from the service in store to the booking process and delivery. It was all very smooth and we were well informed throughout. The delivery guys were great. We love our Quercioli sofa, very comfy and the perfect family sofa for movie nights. No issues so far :)

When we walked in, saying we wanted a sofa bed with a good mattress, Ellen took us immediately to a brilliant one. She was extremely professional and I was really pleased that we could have it in a choice of colours and types of fabric.
Unfortunately, having the colour of my dreams wasn't worth the extra cost as the sofa bed will only be used very occasionally.
I was very sorry not to have given Ellen the sale - she was excellent!

When you go into the store very helpful and polite , when I purchase the sofa it was explained to me the sofa comes into three parts . On deliver this would not fit in the door and had to be taken back
I then contacted the store and at the start the manager was helpful and came up with a solution. Then the customer service went down hill I got a phone call and email to confirm the sofa would arrive on the Monday so I took the afternoon off work the sofa never came so I had taken the afternoon off for nothing to then be told it will be delivered on the thurs
Now complain about my treatment and experience to be told it’s not their issue really poor customer service

Be very careful at point of sale especially in the Norwich branch of this dreadful company.
The sales invoice will be full of abbreviations and if you’re not sure what they mean please ask.
Mine was full of these abbreviations and they looked correct (bearing in mind I’d never seen theses before) the picture was correct so I never saw any reason to challenge.

I ordered an identical sofa which had a media console, the sales person-Emma-put this down as a normal console despite being there the whole time we were there (her 1st mistake then a 2nd as she ordered the wrong colour foot stool on another order)

The abbreviations were:
1 PWR W/CON & PWR H.T Having never seen this before I assumed the console was correct - W/CON (with console?) and foolishly assumed the sales person knew how to take my order correctly and do her job, I was never told there were several variants of a console, I’m guessing it should of been W/MCON?

The picture on the invoice is what i ordered but not received, and here lays their get out clause, because I received what was on the invoice (not the picture but the abbreviations) I'm now stuck with it as they will not make this right despite being Emma’s fault and admitting as such.

Fair credit to the manager as he tried to see if any other branch has one but as yet nothing.

My next step is to take this to the FHIO
of which SCS are a member of.

The manager has, as a result of Emma’s multiple mistakes, implemented a double check system to ensure what you ask for you actually get.

When your sofa gets delivered make sure they install it correctly and not the quick in and out I got.
They never plugged the head tilt power in (luckily I fixed this) and that they connect the units together as they didn’t on mine and is loose which is still on going.

Please double check your invoice as what’s on it is what you’ll get and will not get rectified even if it’s the sales person fault as they will hold you accountable at all times. This is there get out clause and will use it no matter what you say.

It’s too late for me but not you.

The email I received:

“I completely understand that this may not be the resolution you were hoping for. However, after consulting with the relevant departments, we must follow company policy, which ensures that all orders are fulfilled according to the sales contract.
If you have any further questions or require additional clarification, please don't hesitate to get in touch. We value your business and are here to assist with anything else you may need”

SCS, please loose your abbreviations so it’s clear to your customers as to what they have ordered on the invoice as they might not understand what they mean.

SCS = Shit Customer Service

Use:
customerserviceexecutiveatscs.co.uk
To email higher up the chain when you mugged off at store level.

Other outlets are available.

Very helpful sales assistant at Norwich who went over and above to help us. Delivery men were also excellent and very helpful. Would definitely recommend SCS for quality of product and outstanding staff.

We had a brilliant experience buying our sofa from SCS in Norwich. The salesman was exceptional and everything was taken care of very well.
The delivery drivers were great and had to really work hard to get the sofa into my property.
The only slight niggle was that the corner unit we ordered had a section that’s VERY hard to get through a standard doorway. Perhaps from a design perspective it would be helpful for sofas to have removable cushions for this reason. Had it not been for good delivery people and three of us wedging the sofa through our side passageway, it wouldn’t have gone in.