"SCS, Lincoln - Poor customer service, staff standing around and not really interested in finding out what you are looking for, what use you have for it, etc. We were a family of four looking for a large or two large lounge sofas. When we entered the Lincoln store at about 5.20pm on a Saturday 11th August, after visiting several other national sofa stores, at least 5 members of staff were standing on the main stairs at the front of the store, which was a bit over bearing. We were told of a few ‘extremely comfy’ sofas at the front of the store that were not to our liking or taste, then when we were asked about what we were looking for we were advised upstairs had a sofa we would like, this again was not to our taste. We advised the sale person again what we were looking for and in doing this we came across a sofa set that looked appealing. The sales person advised straight away that he could offer a better price on the already reduced price if we were to agree to the sale today!, we had only been in the store ‘5-10’ minutes maximum. As we sat looking at the sofa his colleague walked by looking back over his shoulder laughing, making eye contact with the salesman who was with us who then stifled a smile to himself - perhaps an on going joke with his colleague but it felt as if our browsing was a source of amusement and perhaps as the gentleman serving us was pushing us to buy the “last of of its type at this price” we would be gullible to buy it because of the price. When we asked about the other colour options, styles, etc we were advised the price was twice the current displayed price and this ‘offer set’ was the best value and if we wanted it today he could save us money on the reduced ticket price!
We decided that enough was enough and decided to leave, upon leaving we noticed other grown sale people laughing and giggling, a completely unprofessional store with appalling management to allow this first impression on customers, sales staff that are clearly only interested in either standing around, giggling to themselves or trying to sell a product to a potential customer without asking any questions, lack of fact finding the customers needs or having general customer service and that any sale is a priority.
I would strongly advise others to try other SCS store! We wish we had, as trustpilot rates SCS quite highly, but Lincoln is definitely not part of these ratings!"
"Don't deal with this firm. Great sofas as long as you don't sit on them!
According to this mob and their so called technicians, sitting on a sofa is termed as an accident. I was sitting on their product when a cross bar snapped. I'm 12 stone, soaking wet!
They sent a 'technician' out at a charge of £75, non refundable, who agreed it should last longer than the period we had it. "Somebody will get in touch with you within a fortnight" Then scuttled off to base and weeks later after having had to chase them, I'm told he had reported it was an accident and they were going to nothing about it.
So watch out for their technicians!
They finally send a letter stating ' concerns are due to conditions within the home'
"Horrible horrible company !!! I will never recommend this shop to anyone.Sale ass.will tell you everything what you want to hear but of course isn't true.they said that I will receive my sofa up to 4 weeks(because stock in the warehouse have to go by the end of July) I give my sofa away just 2 week before planning delivery.Now I find out that I have to wait another 4 weeks and of course nobody contacted me (email,phone) regarding where is my sofa.I left so many messages and nobody call me back.Finally I spoke with receptionist and she said that I have sight the contract which saying up to 9 weeks(small writing) I understand the policy but I went to the shop to ordered and speak to sale as. who never said anything about 9 weeks.I have never received any confirmation , update or delivery information from this shop. Looks like people there desperate to sale sofas to make some target so they give you a fake information..."
"Ordered the sofa ninth of January 2018 Turned up 9 May to find it was the wrong colour sofa Reorder it the 10th of May fir it to turn up right colour but the stitching was wrong The attitude of the manager was picking the sofa up your money back Stockton-on-Tees And now I have no sofa cos they’re learnt Me 1 and now there what it back I ask ti rent it till I get a new sofa there said no I’m disabled and my son disabled shocking"
"Order sofa 9 jan 18 tunes yo 9 May 18 sent me a two tone colour sofa I ordered just the 1 colour Asked fir all the Stitching to match the leather which they’re said yes so there had to order my sofa again ti get a phone call the next day to say I can’t have matching stitching it would have to be Bige was not happy but agreed with the stitching 30 July my sofa turns up to find all the stitching is cream then got told to pick another sofa and money back could not find a sofa that I like I could not ordered the. Original sofa In the meantime I could use the sofa that there at sent me Has I had got rid off old sofa cause I had asked for my money back there said we will pick it up now I was like Could I just keep hold of it until my new sofa from another shop they were like no we want the sofa back so now I me and the kids have no So far I’m disabled and my son is disabled absolutely shocking stockton-on-Tees Shop and 1 off 5 managers at the shop Tony Just didn’t want to know something else from the money back no sales patter no bending over backwards after that just get lost"
"The worst customer service I have ever experienced!! Happy to take your money and sell you a bunch of lies but when it comes to delivering products on time they fail massively.
Purchased both sofas & carpets (which were paid for in full) for our new house, with the promise that the carpets would be fitted first.
10 weeks later when the carpets were due to be fitted - they let my partner spend 5 hours waiting in for them to arrive with not even a courtesy call to let him know delivery times. After making contact with SCS they simply stated 'the carpets were not ready yet' as they had been 'stuck in traffic during transport' and he was told the carpets would be a further 4 days wait. At this point they were happy to put the blame on the carpet fitter and not take any responsibility for their LACK of customer service.
Eventually the carpet fitters arrived 4 days later and announced that the carpet had been cut too short by the manufacturers and if we wanted the same carpets we would have to wait a further 14 working days. We were simply given the option of waiting a further 3 weeks for the carpets we had initially chosen and PAID FOR or to find another choice and wait another 9 working days.
We received NO HELP from the SCS Barnsley branch and had to ring them daily to try and rectify the problem. We had no help, no apology and no priority of care as they already had our money.
Our calls were avoided by staff, emails were ignored and we had to visit branch to get an answer. We were greeted by rude, patronizing and very unprofessional staff.
AVOID at all costs as our issue is still ongoing!!!!"
"The delivery was nothing short of disgusting, the guy was rude completely obstructive, deliberately would not of load our sofa, went slow on purpose, again deliberately played dumb about knowing where we were located even though I was stood outside waving. Almost refused to fit it over a low railing.
The sofa was damaged, externally and the rails inside were broken. SCS Management are the worst I’ve ever experienced, they don’t care, they lie, they are unhelpful.
DO NOT BE FOOLED BY THERE FANCY AD SLICK TV ADS, THEY ARE THE WORST MOST SHODDY COMPANY IVE EVER DEALT WITH.
SAVE YOURSELF A LOT OF TIME, MONEY, AND DISSAPPOINTMENT, AVOID SCS AT ALL COSTS!"
"SHOCKING, bought a couch for £2550 plus £150 aftercare, was told the couch would be with us for Christmas so we sold ours the week before, couch turned up on the 13th January. They delivered the wrong poof to the couch and then told me a would have to pay a further delivery charge to have the right on delivered to my house, now the couch has basically fallen apart and SCS have just washed there hands of it. DISGUSTING FROM START TO FINISH, I woul never buy from them again"
"If I could give zero stars for scs I would. I purchased a sofa from them and, as they were offering free carpet fitting as a bonus, I did that too. They came and measured the stairs where the carpet was for and Muttered something about a payment to the fitters. As I had company at the time I didn’t stop him from rushing off to explain what he meant by that comment. I looked at the invoice when he had gone and it said I was to pay the fitters £60. When I queried this with the store (after a couple of wasted hours trying to get an answer from the store) they said they had deducted the fitting from the original total, that was not the case, they had only taken £35 from the total, they assured me they would rectify the problem.
The fitters arrived saying they had brought a bedroom carpet, when I told them it was for the stairs they disappeared to the van and rang the store who then called me to say I was supposed to have taken up to old carpet and disposed of it, news to me, and if the fitters did it it would cost an additional £30. They took up the carpet which I later had to lug to the tip alone. They asked to use my vacuum cleaner which I gave them, this they kept forcing it to try and pick up when it was over full and broke it completely. I didn’t notice this until they asked for £90 for the so called “free” fitting. Apparently free fitting doesn’t apply if the stairs have a turn!
the sofa arrive after this fiasco, from the start it was uncomfortable but I thought if it had a couple of months for the leather to wear in it would be alright, no it got worse. One side of the sofa has dropped down. They sent an engineer who did a repair only for it to drop again a week later, they are insisting I have a further repair done but I don’t consider this furniture to be fit for the purpose it’s intended. I am the only person that uses it, who knows what it would be like for a family
. I’m currently trying to get them to take responsibility for the problem, but so far their attitude is the can only offer a repair, so much for their after care policy."
"Ordered a new sofa for £2550 and paid in full
18 weeks later it arrived. (Not 12 as promised) sofa was damaged in several places. Long arguments with store and customer services who wanted to repair it. I said no I want a refund or replacement. After several weeks arguing agreed a replacement.
Replacement sofa arrived a few days ago and this one is also damaged. Tried getting hold of store manager several times with no response. Now attempting to escalate it and attempt to get a refund so we can go elsewhere.
Avoid this joke of a company at all costs!"
"Purchased furuin April and 2 weeks ago, received a call to say, I have made a hate back claim, and £399.00 has been returned to my back, I immediately rang my back who confirmed, no refund has been paid and they have no confirmation I’ve claimed a sexton 75, after explaining this to several members of staff, I was called a liar and my 82 disabled Mother was phoned on several occasions, informing her they are coming to collect her furniture. Finally got a call from a call and was told I would be called back in three days, after she looked In to the issue, however no call, so when I phoned . Was told , she was waiting for accounts to get back in touch, 4 days later, get a call at 16:55, to be told, it was a mistake, as it was the customer before me, who was a Lloyds customer, it was meant for and it wa an human error. I could t believe this and said thenwhy did your member of staff read me email from my bank apparently and even read my bank card number, I requested I wanted to take mattet further, as I was not satisfied and then told, well you can, but it will come to me. So I asked for prof of email from accounts and ensured she had my correct email address, after no correspondence for 3 days, emailed the woman and received a very rude, sarcastic response, quoting “ oh obviously I’ve made a mistake and in her opinion have answered me in a timely manner and the rude member of staff and been dealt with and it was confidentialy. So now I’ve responded by informing of my consumer rights and wish to take the matter further, again request name and contact details of person above her. I will not leave this, being called a liar and the way my another was treated was appalling and unacceptable. A sorry and rude behaviour does not contest it with me, and I will take it as far as possible. Who the hell do they think they are???"
"Bought a carpet and got someone to come out and check our measurements. He told us someone from the store would ring us to arrange a fitting day. Two days later and no one rang, so we phoned the store and arranged a fitting day. We were told that the fitter would ring on the day to let us know an estimated time of arrival. we were up at 7am an cleared the last remaining items from the room. At approx. 11.15am, no phone call so rang the store. They said that the fitter would definitely be here. 3.50pm still no phone call. Another call to the store. She said he works until he has finished so will definitely be there. The fitters they use are contractors so have their own jobs as well as those of SCS. Asked for the fitters number so that we could get an approximate time but she said they are no longer allowed to give out his number. 5.30pm still no fitter!! rang the store again. I asked her to ring him and get an estimated time but she said that he may not answer because he would either be fitting a carpet or driving, so asked he to let me know what he said. A few minutes later she rang back and said that his phone had gone to answer phone. I asked her if she had left a message and she hesitated and said um...yes, I said are you sure you left a message she again said umm...yes. So I gathered from that that she hadn't. I told her that unless he was here by 6.30pm we didn't want it fitted and would arrange another day because we had arranged for our sons to come straight from work to help us put the furniture back and after 6.30 it would be too late. 6.15pm the fitter turned up and when I asked him why he hadn't rung us, he said he had tried twice to ring us but couldn't get through to us so our phone must not be working. I said that the phone was working because I had rung the store several times and they had rung me back. He showed me his "phone calls" to me and I showed him the call from the store but he just looked away. I know that he rang the number but just as the phone was about to ring, he cut off. This was a ploy I think to save time!! I wonder how many more he has done this to?
We have purchased another carpet and three piece suite from them in the past but will go elsewhere in future."
"ABSOUTLY. RUBBISH AND THE PEOPKE WHO WORK FIR THEM I WOUDNT BOTHER I DONT KNOW HOW THEY HAVE GOTTEN AWAY WITH IT ALL BUT SOMEONE NEEDS TO TAKE A STAND AGAINST THEM ONCE AND FOR ALL THEY CANT KEEP GETTINGVAWAY WITH IT WE ALL NEED TO STAND TOGTHER AND TAKE LEGAL ACTION AGAINST THEM. THERE ARE FAR MORE COMPLAINTS AND FAULTY FUNITURE IN RECORED THAT WILL STAND US IN GOOD STEADE AGAINST THEM THEN THERE CONSUMER CARE REGULATION TK PROTECT THEM WE HAVE MORE RIGHTS AS THE CUSTOMER THAN TGEY DO IM HAPPY TO.BRING THEM DOWN!!!!"
"Just had our new suite delivered. Cosmin the driver and Pardon the delivery crew were amazing. They fitted all the legs on our sofa, checked it all over and explained that we had 3weeks to report anything. One of the scatter cushions were missing and they explained what we had to do. Both were very polite, all the rubbish was taken away with them. We'll done guys."
"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."
"My sofa was faulty on delivery, I have waited in for 2 full days for an aftercare worker to visit...no explanations.....no visits, 6 weeks later and I still have a faulty sofa....terrible customer service, I will never use this company again and would never recommend"
"Bought an endurance sofa and chair just over 5 years ago, had an awful ordeal actually getting it delivered (16 weeks late) but now the leather is peeling off! Not what I would expect from a sofa that cost nearly £2000!
Definitely will never buy from SCS again! Awful service and shoddy product!"
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