From initial visit to the ScS Straiton store, to order, to follow up queries with the store, to delivery, outstanding service all round.
We dealt with Dave in one of the Edinburgh stores, he was knowledgeable, friendly and really helpful. He answered our queries swiftly upon the couple of times we needed to call the store with queries.
We were kept updated throughout the process on delivery timelines via the online login.
Delivery team were also fantastic, our fabulous new sofa was delivered, put together, and rubbish removed within half an hour.
Overall a a really fantastic service, thank you.
We would highly recommend ScS and would definitely use again.

When we ordered our suite, we were told that it would definitely fit through our front door. Guys turned up with it, and told us straight away that it would not. Guys just left it outside in the pouring rain, and told us we would have to get a glazier to remove big window. It cost us £120 plus VAT, which the company would not refund us. They always say they will call you back, which they never do. AVOID THIS COMPANY 😡😡

Got my suite today as planned all good dnt belive everything he read love it check no issues deliver guys were great

The guys we’re really helpful and polite

Categorically the worst customer experience we have ever had, issues at every single stage of the process.

In August 2025 we entered the Straiton (Edinburgh) store and a sales advisor specified a sofa for us.
A week later we were called back in as it was actually not possible to order the sofa in that spec, despite us having already bought and paid for that spec after being sold it.

Disappointing, but we respec it and wait for delivery.

The courier fails to deliver 3 days in a row, once even phoning while I was at work to shout at me that he was waiting outside my house (no prior notice)...

Head office/dispatch were completely unreachable during this time.
The issue escalates to the point the store arranges a third-party courier and I pay separately using cash.

The courier who eventually delivers our sofa breaks the bottom of our front door bringing the sofa in, no apology or compensation.

The sofa received is a different sofa than what we had ordered, the manufacturer created the order incorrectly in their system (claimed by the store) and made something different (not what we paid for).

Not to mention the ottoman we bought and paid for was not delivered at all, apparently it had been lost in transit.

We begin the process of claiming either a partial refund and the goods we ordered to be made, or a full refund.
This compensation debate with the store continues weekly while I'm fobbed off for them to 'talk with the store manager' and then 'regional manager', who refused to discuss the issue directly, slowing things down massively.

After reporting the dispute to the ombudsman due to lack of progress, the final offer is a 10% partial refund and the goods, or a full refund.

Reasonably due to the plethora of issues experienced, the compensation was unworthy and we accept the offer of a full refund.
Next stage, the store manager tries to liaise between myself and the head office to process the refund; I wait a month before spending half my shift on hold and getting through to Head Office myself, who have no note of the issues or refund request whatsoever.

After this dealing, the return is booked and refund request accepted, though the initial refund the office tried to offer was not even the full amount, so that had to be rectified.

This ordeal dragged on for 7 months, communication was a nightmare, service unacceptable and return/refund gladly celebrated so we could be done with this company.

Avoid at all costs unless you have the time, energy and money to spend just to receive an unhappy outcome.

Despite customer service agents and managers being friendly and trying to help out, promises are not delivered time and again with me chasing constantly over months to receive a substandard service.

I'm cannot express how disappointed I am on too many levels to put in a comment section without it turning into a novel. I hope the furniture I now have actually lasts the test of time since my mums sofa from ScS has barely lasted a year and she is going through the ombudsman to receive compensation since ScS are refusing to help her when the sofa is obviously faulty. They are trying to charge her £75 call out fee to check the sofa when it is their product that is faulty and under consumer law, a sofa is meant to be fit for purpose from between 5-7 years. It's disappointing and shocking to say the least. I feel sorry for the people who have to work there and deal with the backlash from customers who they are unable to help because of a poor operating system and lack of communication between departments. Do not work there and do not buy from them. PLEASE.

I was disappointed in the after care customer service. First attempt at delivery was unsuccessful, told someone would be in touch next 24 to 48 hours I appreciate it was festive season so I thought someone would be in touch Monday after Christmas how wrong was I. After multiple attempts and 2 call back requests nothing. Again I had to try and get in contact this time managed to get to the store at Straiton retail park where I was promised this would be looked into and would be contacted back either by phone or email nothing called back again for update gent was surprised there been no contact yet was promised a call back in the evening but nothing again I had to contact the next day where he denied that he was going to call back and hung up on me not once but twice and very rude. Then I got a lovely lady Stephanie oalled to inform me of the new delivery and estimated time slot that is all i needed as I had to arrange a glazier to remove my window. The delivery team that came second time i would give them 5 stars just your store staff that i give the 3 stars they were absolutely amazing swift and quick service and very helpful. This all started 23rd December second date was 17th January

We have been totally let down by SCS. Firstly the delivery men were absolutely useless. They couldn't get the sofa in. They made no effort to problem solve, to find another way to get our sofa in. In the end they left it out in the garden for myself and my husband to sort. Yes, we got the sofa in on our own to then realise we were a chair short. I called the shop where we got the soda from and I was told someone would call me back on the same day. Nobody called, nobody called yesterday either, or today. They extra chair was for our son who is on the spectrum and won't sit on the sofa with others, so now what do we do? Do we have to sit on the floor for another 12 weeks until his chair is ready for him. I am so angry at SCS. They have had three days to call me back. I will probably ask them to take the sofa back, return it and we will go elsewhere.

Delivery was the last of the day and the guys had had a really busy day but that did not stop them being polite, friendly and very professional. They delivered the sofas and installed them in no time at all. So thank you guys.
Communication was good throughout the process from helpful staff, to placing order. Everything was explained in full. We were given an estimated date for delivery and we received our sofas early. So happy days. Would recommend SCS Straiton

David was very helpful helping me make the right choice of sized sofa to suit my room .offering good advice and not rushing us.

We ordered our sofa from Sarah at Straiton and could not fault anything, the whole process was great and completely stress free, nothing was a problem. Shout out to Kieran and Aaron too for being so helpful.
Got it delivered today and the drivers were brilliant, no damage and put together great and took great care not to damage anything when bringing it in. Thank you so much guys.

Mr and Mrs Donaldson

Great service from the straiton store and the delivery crews. Kept me informed of delivery times. Lovely delivery guys. 5* Scs for your amazing service

I ordered 2 chairs in November with a delivery promise of 14 days, as yet they have not been delivered and I have no date for delivery. Communication is impossible with phones not being answered, emails not working and no response to social media. the only answers I receive is via this public forum which is not my preferred way to communicate but I have been forced down this path. Below is my final communication before the order is cancelled:
Order reference: S0113-1000377338
Order date: 2 November 2025

I am writing to formally notify you of my intention to cancel the above order due to non-delivery.

At the time of purchase, I was expressly advised that the delivery period would be 14 days. As of today, the goods have not been delivered, no delivery date has been provided, and all reasonable attempts to contact you have failed.

For clarity:

The email address provided is not monitored

Telephone calls go unanswered

Social media messages receive no response

The only channel through which any response is obtained is Trustpilot, which is not an acceptable or appropriate method for managing contractual obligations.

Your failure to deliver the goods within the agreed delivery period — or at all — places you in breach of contract. In accordance with Clause 6.3 of your Terms and Conditions and my statutory rights under the Consumer Rights Act 2015, I am therefore cancelling the contract with immediate effect.

I now require:

Written confirmation that the order has been cancelled

A full refund of all sums paid, to be returned to the original payment method

Please note that this is not a voluntary cancellation. As such, no deduction is permitted, including any reference to a 30% cancellation charge.

If I do not receive confirmation of cancellation and refund within 14 days of the date of this letter, I will proceed without further notice to:

Escalate the matter via my card provider (including Section 75 where applicable)

Refer the matter to the Furniture & Home Improvement Ombudsman

Continue to document this matter publicly until it is resolved

I trust this will not be necessary and expect your prompt confirmation
Update
After a further 2 weeks and no meaningful communication I have now been forced to contact my credit card company and instigate a refund. I will soon be contacting the ombudsman and hopefully bring this whole terrible situation to a conclusion.

It’s not even a 1 star! Avoid at all costs we have had the worst experience of purchasing anything ever! We ordered our sofa back in JULY2025 from loanhead under the terms that when it’s in stock it must be delivered to our new address in England fast forward a few months to October I thought I would call as I hadn’t heard any news on the sofa that’s what I was told it comes in stock on the 20th of October and they would call me that date to arrange delivery the 20th came and went and no calls from them so I called a week later to have information and that’s when I was told our sofa had arrived in Scotland and not England so they had to try get it to us In England 3 months later of our sofa arriving in stock we still have no sofa there communication so disgusting always getting told they would call us back with updates which never happened requested to speak to the manager numerous times and was told he would also call back still haven’t heard from him either. Our sofa finally arrived but didn’t fit in the house and again has been told before they cancel the order we have to try other delivery drivers but yet can’t get a hold of them for this to happen. 6 months ago we ordered and we have no sofa!!! had many visits from family that have had to sit on garden furniture one being my disabled dad but yet scs loanhead couldn’t care less always an excuse on there end. AVOID!!!!!

Despite having a slight change to delivery date, we still received our furniture before Christmas. Delighted with the quality of our sofa and chair. The staff at SCS Sraiton were extremely efficient and friendly providing excellent customer service. Delivery service was also excellent (2 guys from North England) ... a "can do" attitude and no sucking of teeth at tight space to get 4 seater sofa in.

Sofa delivered on the 9th December2025 but instead of a left and right section that join in the middle we have 2 odd sections that do not join. No communication from SCS we are having to phone every day to try and order a replacement Customer after sales just don’t care
Went back to the shop where we ordered it - got told not their problem talk to head office
So much for have your sofa for Christmas
A week on and we have no idea when anyone might talk to us
All orders should come with the following clause - order at your own risk because if we get it wrong we just don’t care

Update 48 hours after my review
Despite an acknowledgement of my poor review still no update - still no communication from SCS and still no sofa

3 weeks since the day of my delivery - still no sofa and still no one able to give me an update.
SCS you should be ashamed of yourselves - you promised me a sofa for Christmas.
I have now spent over 10 hours either on hold or being told the warehouse are looking into it. Tell me where the warehouse is and I’ll go and look myself !
I have asked at least 6 times how to escalate to be told that’s not possible

So update suite now delivered all with the help off Sara so a thank you to her delivery guys were great.
Would like to give a mention to a customer sales person called DARREN, rudest person I have ever met in a shop, he clearly needs support and maybe a some training on customer service on how to deal with customers, whatever happened to the customer is always right clearly is not on DARREN'S radar. So we are happy we will never need to vist DARREN again.
Please get him some training so other customers don't
have to put up with his sarcasm and downright cheek .

Order number - S01131000346008

I am incredibly disappointed by the poor service we have received from SCS.

We have been loyal customers to the ScS Sofas brand, and previously bought a corner sofa 6 years ago, so we returned to buy our new sofa and were delighted to buy a recliner from SCS.

We were due to receive a Tivolo sofa on the 18th of November between 2:15 & 2:40pm. I am a teacher and my other half owns a small one-man business meaning that we struggle to be home for day time deliveries. I called SCS to try and get a Saturday delivery which they were unable to provide. So, we stuck with the 18th and decided to ask a friend to sit in for the sofa. For this to work and to accommodate SCS’s inflexible delivery procedures, I went to great efforts to pick my friend up in Edinburgh and bring her back through to East Lothian on the 17th once I finished work. I then had to get her to stay over the night before the so-called arranged delivery and I went off to work on the 18th. She sat in all day.

I had received a text/email the night before and the morning of the delivery to say all was going ahead.
But SCS didn’t deliver the sofa and didn’t even communicate with me to say that it wasn’t going ahead.

I clicked on the SCS tracker around 2pm to see that you had cancelled my delivery and it said that you hadn’t even loaded the sofa!! I couldn’t believe it! Where was the communication - text/call/email!?
And all that effort with transporting my friend to meet the delivery expectations and nothing to show for it.
I then had to drive home and leave work early again in order to take my friend back to Edinburgh.
All that effort for absolutely nothing.

I called the Straiton shop and spoke to Ciaran and he seemed embarrassed by the absolute shambles of a delivery system.
He offered an external carrier service who said they’d deliver my sofa on Friday 21st of November between 1:30 - 3:30 and guess what, it didn’t arrive.

I’m absolutely appalled. I have no idea how SCS thinks they can treat their customers this way. I called the store again and Stephanie tried to track the carrier service and told me she doesn’t know what’s happening.
Again, no clear communication whatsoever. I’ve had to chase and call and call.

3 wasted days where me or my friend have waited and waited.

Stephanie then called me back to say that the carrier has had a blown tyre and that the sofa won’t be delivered. I queried if this was even the truth and said that I didn’t believe this story. To which Stephanie agreed with me.

Stephanie told me that she would call at 9am on the Saturday 22nd of November and would try to get it delivered on this date. Guess what - she didn’t call and I had to chase her again. The lack of follow up on agreements only made me feel angrier.
I then got a hold of her and she told me that my sofa won’t be getting delivered and wanted to be transparent in saying that she doesn’t know where the sofa is!! 🫣
So, it appeared to be lost from the Friday night to the Saturday morning? I called her out on this and said, was it even loaded last night and guess what - she didn’t know.
It’s pretty clear that it wasn’t loaded on the Tuesday or the Friday because SCS did not know where it was to even attempt to load it, yet they were telling customers that it’s on its way! It’s shambolic and an absolute nonsense and shows no regard for their customers.

Such dismal service! I’ve had to wait additional days to only receive a call from David at the store on the 27th of November to confirm that it definitely can’t be found and he blamed the mess on the distribution centre.

He then offered cancelling or waiting. We chose to cancel.

Why is it so hard to deliver someone’s sofa, or to communicate?

Scs have also refused to refund my deposit instantly and I had to wait a week for this and at this time of year!!

Absolutely horrendous treatment! All of this through no fault of my own. They’ve also refused to offer any compensation!

They are a big company and need to do better.

DO NOT BUY FROM SCS!!

My experience with ScS has been extremely disappointing. I ordered an Uxbridge 3-seater and 2-seater sofa and made it clear at the point of sale that delivery before Diwali was essential. Despite this, the delivery date changed multiple times — finally to 28 October.
I received confirmation for delivery on the morning of 28 October, only for it to be cancelled without any notice. It has now been pushed to 30 October.
Because of this:
I paid £200 to remove my old sofas based on the confirmed date.
I had to take a day off work, and now I’ll need to take another.
I raised a formal complaint with ScS on 28 October requesting compensation under their own Terms & Conditions. I have had no response whatsoever. Tried calling SCS local store with no response as no one will pick up the phone.
The repeated delays, lack of communication, and complete silence after raising a complaint have been unacceptable. I expected far better customer service.

Very happy with our delivery nice lads very
Helpful