Today I had my new sofa delivered from SCS. I must admit that the service in the store was top-notch, which I can't say about the delivery. First of all, one of the gentlemen dropped the sofa from a van onto the street without using a powered pallet truck or anything. The gentleman stood there for 10 minutes, calling someone. When I asked if there was a problem, they said they didn't have a drill, so I offered to borrow mine, and they said OK. Before bringing the sofa home, the gentlemen were told to pay attention to the radiator hanging on the wall. Despite my requests, they leaned the sofa's full weight on the radiator. After bringing the sofa into the living room, one of the men disappeared, and the other took a picture of the sofa (in the box and plastic wrap). Then, when asked if they will unpack it, secure the sides (backrests) of the sofa, check its quality, and remove the boxes and plastic wrap, he said, "One second." Then he went to the van, and they drove off. A few minutes later, I received an email confirming receipt of the delivery, signed with my name (by one of the drivers, as I hadn't received any documents to sign). I've never encountered such degrading and poor customer service (delivery service) before. This is certainly not what you would expect when buying a new sofa and paying over £1000.
So, I was left at home with an unpacked and unchecked sofa; I'm waiting now for management to contact me.

What went wrong was that we didn’t receive everything we’d paid for. The delivery crew told us that the furniture wouldn’t fit through the door and that they could either take it back or we would have to take a window out. It was a 3 seater settee that came in sections plus a recliner that wouldn’t be a problem. I have rang the company a couple of times and been promised that someone would get in touch. I’m still waiting!!!!

Do not trust their frame guarantee.
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Edit. ScS have responded that this was an "out of warranty" claim. They offer a "10 year frame guarantee " these vouchers were purchased almost 5 years ago. We are well within that period. Their response reflects the dishonest approach they have had towards this process. I am currently making a video of the repair process showing the details of the particle board braces which broke. All three of them. This is very clearly a manufacturing defect)design fault.***

We bought two couches from SCS because they offered a frame guarantee, and we figured even if the materials weren’t hardwood, at least they would fix it if it broke, and that was the main thing we were concerned about. That guarantee is why we went with them.

The problem with our couches was that three sections of the frame snapped because they were made of particleboard/chipboard and were not strong enough for what they were designed to bear. Let me explain.

As the couches were used, the springs gradually settled, meaning that more of the load ended up being borne by the chipboard frame braces rather than being supported by the uprights and proper framing. All three of the installed particleboard/chipboard braces snapped. The particleboard/chipboard is utterly inadequate for this purpose. When that happened, the box frame bowed in the centre, and the springs in those areas sagged badly. One brace even broke under the ordinary weight of our twelve year old daughter as she sat down.

We contacted SCS and discovered there was an eighty pound call out charge to send their repair partner, Emmiera, to inspect the damage. We paid it hoping for a fair resolution. The technician flipped the couch, removed the bottom cover and examined the frame. He was dismissive, gave no timeline or clear next step, only saying that we would receive a letter.

The letter eventually arrived, claiming the frame damage was due to misuse, which meant they would refuse to repair it and would not refund the call out charge. We were left on our own with a broken couch.

We lodged a complaint with SCS, and they said they would liaise with Emmiera. Emmiera stood by their verdict. We submitted more photos. The matter was escalated internally at SCS, but their stance was that they could not overturn the “engineers’” decision. They repeatedly treated themselves as powerless intermediaries. Our further escalation went to SCS’s complaints department, who finally responded to say they were standing by the decision.

So we paid eighty pounds for no return, and the frame guarantee that persuaded us to buy from them turned out to be worthless.

In the end, I removed the base covers, took out the broken braces, used them as templates, cut replacements from solid plywood, reinstalled them and added zip ties to tighten the springs. The couches now function because of my own repair, not because SCS kept their promise.

I have added pictures to show exactly what I mean and would strongly advise you to avoid SCS and not be lured by cheap prices or empty guarantees. The only guarantee you actually have is that I guarantee you they do not have to fix your couch, and they will unhesitatingly charge you eighty pounds just to give you that information.

My wife has also written her own review.

Service provided was 100% from ordering to the actual delivery, couldn’t fault anything.
Just to finish the Sofa is excellent, love it.

3 seater Lenaro sofa & armchair were delivered today. They are beautiful & extremely well made.
The delivery service was second to none with regular updates leading up to & on the day. A curtesy call gave me a time of delivery, which was correct. The deliverymen were very polite & most helpful in putting the items together.
All round professional service & I'd recommend it to anyone.

Regards
Andy & Babs Greenhalgh

Initially, all was good... we ordered a corner couch and three seater. They took a while to arrive, but seemed nice. After we'd had them about 4 years, both had broken in their frames underneath. This was with normal use. As the couches had a 10 year warranty on the frame, we paid the £75 to have someone come out and assess them so they could be fixed. This person informed the company that the couches had broken through misuse (which was completely untrue). So we lost our £75 and SCS refused to honour their 10 year warranty. Now we are living with two couches with broken frames. My husband and I are so appalled by the poor customer service and devious manner in which this company has treated us. They don't build sturdy furniture and then come up with reasons not to honour their warranty. I will never buy anything from this company again.
UPDATE: in response to the company's response to myself, I would say that both frames of the couch breaking in 4 years could certainly constitute a manufacturing fault- using poor quality materials that do not last!

The delivery driver rang before hand to let me know he was 10 mins away, the two lads were very cheerful and polite which is always nice, they were great, helpful, very mindful of damaging anything and did a fabulous job all round, I would certainly recommend

Ocne you order you can’t cancel your order, no cooling off period with them , they will give you estimated time of delivery then they will cover there self another 28 days to kill your patience, never again, there is a lot bad stuff to say but I don’t want to

A big thank you to the guys who managed to deliver the sofa through restricted space, considering its size. It was a wise choice due to it's construction and a beautiful combination of colours which will enhance any living room

Excellent delivery service, sofas put together, glides added & all packaging taken away. Very prompt & efficient.

The delivery men were polite & helpful.
You can follow them on the app so you can see how far away they are, plus when they are near they phone to tell you.
Well done

The 2 delivery guys were nothing short of amazing, chatty, helpful, down to earth, they told me what was being delivered and were very respectful of my property

The crew were competent and helpful.

Ordered sofa jan 2025, paid deposit. Expecting sofa end of April .delivery cancelled twice, no explanation or communication. Finally got delivery yesterday and it had two slashes in the material. Rejected sofa , now trying to get my deposit back. Telling me I got to wait for a report to be done blah blah blah. If the refund is not in my account , I am going to take it further .staff at Margate shop brilliant. Head office , can’t say as you can never get through to them. At least I know now what SCS stands for . SHIT CHEAP SOFAS . Do not buy from this company .

Very efficient thorough polite and friendly guys

LEFT SOFA IN MIDDLE OF PASSAGE. Apparently couldn't get it upstairs. Had to do this myself the following day. Didn't even attempt to put it upstairs. Could have removed the feet and easily got it up. Instead I have had put it upstairs but had nothing to remove the feet with so now have damaged walls.

Also delivery people questionable if fit for work.

Our furniture had been replaced though insurance cover we pick a new one then a week before it was due it was damaged in transit then when it did arrive we had booked someone to dismantle the old one only to be told we had to pay £480 and as we only got £240 which we paid for the first sofa then the old sofa was taken away on a Friday and new furniture was due the next morning but as the tracker said it was almost near our house then we get a phone call to say it was not on the lorry 😂 so it arrived the next day only to be told that it would not fit though the front door but as we ordered recliner sofas so after a phone call to someone they got them in the door but didn’t know how to dismantle them and there was a part missing so what a shambles from start to finish as of today I’ve sent four emails with on one resonance from anyone

The staff were Knowledgable and friendly. Asked lots of questions and he was very patient.

Very helpful and polite

We went to the Sunderland branch of SCS where we were greeted by a gentleman who asked politely what we were after,he left us to browse around for a while then asked if we needed any help,great service got what we wanted no qualms,recommend this shop not the fanciest but great sofas