By far the worst customer service experience, we have ever had to deal with.

Sofa was purchased on 17 Oct, it was an ex display piece, the last one they had in stock of the Laz Boy. Paid in full on the day and was advised that the deliver would be arranged for the following week. We heard nothing from them for a week until we chased, at which point, delivery was organised for 9th Nov even though it was initially meant to be the 1st Nov. We were told that someone would contact us the night before to provide a time slot for the Saturday delivery. Friday comes and goes, not a peep. We reach out on Saturday to find out when the delivery is coming, at which point we are told it is in fact NOT being delivered. Although the sofa was collected from the store and the distribution centre had confirmed a delivery was to be made, they had a system issue and error which meant our delivery was omitted from the route on Saturday... Bear in mind, by this time we've had no sofa for 2 weeks already. So naturally, frustrated but understood that it is beyond our control so arranged delivery for the next available date, 14th Nov... all goes well, we receive the notification the night before, delivery drivers keep us updated, they arrive at almost 5pm on the 14th, start unloading the sofa modules into the house, only for it to be the INCORRECT SOFA.

This is where it goes from bad to worse... We advise the delivery drivers that this isn't the sofa we purchased and so they had to take it back. We contact customer service, Claire was fantastic and told us she would look into what is going on. HOWEVER, the store manager, Denis and everyone else involved including the Distribution centre (DC) folks, have been appalling. We were advised by Claire that the Store Manager is in a Zoom call and will give me a ring back as soon as he is done, it has now been 4 days, mighty long Zoom call. I was also advised by Mohammed, the sales rep who sold us the sofa, that another manager by the name of Daagaan would contact us by 2pm the next day to provide an update/explanation. Again, nothing.

It has been 4 days since the failed delivery, and we have ZERO updates on what is going on and where our sofa is. We had an event on Saturday with no where to seat guests. No one wants to take accountability, no one is owning up to what is going on. How does a sofa go missing? Has it been labelled incorrectly and sent somewhere else? No communications from anyone, whatsoever all whilst we remain without a sofa that has been fully paid for.

Store blames DC and DC blaming store, meanwhile we are stuck, being taken for a ride and STILL WITHOUT A SOFA. The mismanagement and absolute lack of regard for the customer in this entire process has been appalling. We have rung them again this morning, waited 68 mins on the line with no answer or call back. The sofa saga continues. We will be escalating this until we get our sofa and will make sure this is publicised to highlight the sheer incompetence and disregard of SCS staff.

The only person trying to help and has been in the cross fire, has been Mohammed, the Sales Assistant. It is beyond his control, but he has been the only person that is supporting us through this, and trying to get us answers. Give this man a promotion and hire more like him.

DC blamed the store and said that the store wrapped the incorrect sofa for them to collect when the sofa is no longer at the store. First and last time we will be purchasing from SCS. You only got our custom as you are the only stocking in the UK to hold this particular brand.

Shame on you.

**UPDATE AS OF 26 NOV**

STILL without a sofa. Was promised a delivery on Monday 25th and guess what, a no show. With no update on where the sofa is or why the missed delivery occurred. Not a single person is taking any accountability and we're 6 weeks without almost £4k or a sofa.

Avoid SCS, an absolute shambles of a company.

BAS-058-064
Thank you Aaron and Shoun l'm happy how this guy's do the job.
Very professional and quick.
Thanks 👍

Delivery by Steve and Jez - very helpful, great service

Had a really good service from start to finish.The staff at the staples corner where very good, giving me advice but not pressuring me Also keeping me updated with my order. The guys who delivered my order from the Basingstoke depot where superb phoning me to say what time they would arrive. On arriving They were very professional and polite. Clearing all the wrapping away as they went could not fault anything. Thank you all

The sales rep was very detailed in his explanation, helpful and was friendly yet professional.

excellent delivery quick and efficient absolutely faultless

Arrived on time and speedily and carefully placed sofa in position.

Excellent customer service by Mohammed who went above and beyond our expectations.
Very knowledgeable and helpful in explaining all the different products instore .

Lenos was extremely helpful and patient. He answered all my questions and even measured and explained the logistics of the sofa getting into the property. Very helpful, highly recommend.

The initial service was good and helpful. However, I was shocked and disappointed upon reading the receipt which we were not allowed to see in store to find additional £99 delivery and the additional VAT which alll added up to almost an additional £400 and we were not advised of this. If I had been advised of this total sum I would not have purchased the product. In hindsight, I feel some what deceived by the sales tactics.

I recently received my new sofas, and I couldn't be happier with the delivery service! The team was punctual, professional, and handled everything with care. They set up the sofas quickly and ensured everything was perfect before leaving. Fantastic service from start to finish—highly recommended!

Let me start from the end... When my sofa eventually arrived, the service from Jeremy and Shaun in assembling it in my living room was just fabulous. Very slick, it was all done before blink of an eye. I was really happy with the job they've done.
If I was reviewing only their service, I'd be happy to give them 10 stars if I could.

However, when it comes to actually completing the purchase in the store, there's certainly room for improvement, and that's why I've taken 1 star off.

It all went smooth at the time of placing order, all details were taken and an estimate of delivery was provided. I went to place the initial order early, before completing the purchase of the property, so I could knock off couple of weeks from the lead time. This was the info I shared with the staff at the store + told them like to finance the purchase. They said that's not a problem and I was told to come over once I've had the completion date so we can finish the financing bit. And this is where the issues started.
I came over and the guy could not process the order with financing as he didn't have the authority to apply the agreed discounts. I was told I had to come another day, when his manager is going to be in.
I asked if it can be done in any other way, as it's quite a drive (especially with London traffic) to the store
So he took all the details - at least he told me so - and that his manager would finish the process over the phone with me when he's in the next day.
To add salt to the wound, they also pushed out the delivery day by few weeks, so I didn't save nothing from the lead time
Next day I got a call from the manager who told me that in order to complete the order and process the financing, I'd have to come in again...
When I came in, it took over an hour to complete the financing due to various issues which weren't helped by the poor mobile signal in the store causing delays in receiving and submitting some documentation. Process that should normally take 10-15 mins max.

It's a real shame, because other than the shambolic experience with completion of the order, the guys in the store seem really knowledgeable about their products and gave few really good pieces of advice...

Told on arrival that customer service was amazing and easy to contact. laughable.
Trying to cancel. Read your smallprint. And dont be rushed.

The sales person was very helpful. Answered all questions and had the knowledge to explain what we needed.

SCS sofa from start to final deliver excellent 👌

Understanding, patient and professional customer service provider

My experience was great! The salesperson, Lenos was experienced in explaining the various items I asked information on. He remained extremely pleasant and patient albeit he repeated the information to satisfy my concerns and assurances.

Great all through from choosing my furniture till its delivery. The furniture was delivered ahead of schedule and on time on the day. A huge thank you to all who made this happen.

Italian sofa experience
Great customer service, friendly atmosphere. Fantastic experience to be dealt with with such professionalism and knowledge. Thank you very much

Genuinely helpful and knowledgeable staff