My grandmother purchased a sofa from SCS on 11th May 2018. Within a few days we started to hear a creak from the left side of the sofa. Initially we thought that the sofa has just moved back, but it progressively got worse over the coming weeks. The leather has gone limp and flat. These issues were reported to SCS Customer Care line and an engineer visit was booked for 3rd June. For my grandmother to have to wait this length of time is appalling to begin with. The engineer came out to do his assessment and he was condescending and rude towards my grandmother, explaining to my grandmother that she was sitting on the sofa wrong and also explain that 33% of the stuffing is lost as soon as you buy it. Can you please explain to me where this goes? Does is grow legs and run? The engineer didn’t even look at the cushions explained that this wasn’t in his report, regardless this initially being reported to the customer care line. He just tightened the legs saying that this was the issues for the creaking and proceeded to tell my grandmother how to sit on HER sofa. Where are his customer service skills? We then had to book yet another engineer visit and this was booked for the 24th July 2018, another ridiculously lengthy wait for a pensioner. The same “charming, young fellow” visited my grandmother with the same condescending, rude but polite attitude as the previous visit. He proceeded to reiterate what was previously said, that she was sitting on it wrong and the stuff loses 33% of the stuffing when bought. I didn’t realise that she had bought a vehicle and it had devalued after driving it out of the showroom. This is ridiculous. The engineer quite plainly went on to explain how she needs to redress her sofa everyday as part of her morning routine. He took the back cushion off and took out the duvet looking stuffing to then put it back in and told my grandmother she need to do this everyday. This is quite frankly for a pensioner a big thing, especially with the heath issues that my grandmother has. She proceeded to tell the engineer this and was responded to with “don’t put your problems on me”. He rudely repeated himself over and over again asking her is she had read the care guide to which my grandmother responded over and over again that she received the care guide as she was leaving the showroom. And this was after she purchased the sofa. This is appalling customer service. The engineer took picture of the sofa after plumping up the sofa and not before. This to me is bad practice. I have since called the SCS Customer Care Line and spoken to Shaun who has explained that my grandmother would need to redress her sofa everyday. The leather creases due to the leather softening and that if no manufacturing issue then no refund will be given. Under the Consumer Act and the Sales Of Goods Act, my grandmother is well within her right to receive a refund as she reported the fault with 28 days, 31 days according to your policy as this was bought from a store and as stated by Shaun. According to Shaun this sofa was a “stock sales” sofa. To any ordinary person, how are we to supposed to know what that means unless explained to. This was not explained at the time of purchase and regardless of it being ex display as I later found out that’s what stock sales means from Shaun, the sofa should be fit for purpose, which it is not. The sofa should be returned back to your warehouse regardless of it being new, ex display, 2nd hand or old. Every sofa in that store was ex display and Shaun explained that this is 2nd hand. I’m sorry but my grandmother paid for NEW sofa. Not a 2nd hand, hand me down sofa! 2 engineer visits from someone who is brainwashed and programmed like a step-ford wife and a customer care team that just doesn’t care, the level of service that my grandmother has received is diabolical. Her health has suffered due to this issues. Her back hurts and her mental health is suffering. We are currently waiting on an email back from head office.