Good communication with time slot. Arrived on time and delivered and assembled the settees.
Polite and friendly.

Dear Customer Relations,

I am writing to make a formal complaint regarding our sofa order placed at the Team Valley, Gateshead store.

You may already be aware of this matter; however, I would like to summarise the events that have led to this complaint.

We initially placed an order, which failed to process due to a system error.

When we eventually received confirmation of the order, we noticed the price was higher than expected. We returned to the store to query this and were barked at by Kaitlyn that we had been charged an additional 12% for an extended warranty. During the sales process, Kaitlyn had specifically told us that your company was the only sofa retailer to include the warranty in the price of the sofa. When we raised this concern, we were told Kaitlyn would not have made such a mistake because she has ADHD. We found this response completely inappropriate. It was only after a prolonged dispute, and after contacting the Furniture Ombudsman, that we were finally believed and refunded for the warranty.

We then received delivery of the wrong sofa. Nikki had ordered the wrong settee and denied doing so. When we visited the store to resolve this, we were turned away twice over two separate days. Nikki informed us that we would have to wait for someone to inspect the sofa and produce a report before a replacement could even be ordered.

Dissatisfied with this response, we contacted Customer Services, who arranged for a replacement sofa to be ordered immediately.

Later that same day, I received a telephone call from Nikki during which she shouted at me, accused me of lying, and claimed that I had contacted Customer Services before visiting the store. She also questioned why I had gone into the store if the matter had already been resolved. This was entirely untrue, and we subsequently provided screenshots of our call history showing that we contacted Customer Services only after leaving the store.

We were then required to return to the store to sign a new finance agreement because of the replacement order. Yesterday, when we visited the Team Valley store, a visually impaired member of staff asked Kaitlyn for assistance. She refused, stating loudly that she was "not going to serve us," before walking away in what I can only describe as a huff while saying she was going to get Tracey. This left the visually impaired employee apologising for his disability because he was unable to assist us himself. No employee should ever be made to feel they need to apologise for their disability. I strongly believe Kaitlyn failed this colleague by prioritising her own personal feelings over her professional responsibilities. As a result of the atmosphere created, we felt so uncomfortable that we left the store without signing the finance agreement.

My husband subsequently emailed Tracey, the Area Manager. Her response was to explain that Kaitlyn had become distressed and might have to go home, and she asked that we notify the store before visiting in future. I would like to stress that we had no interaction with Kaitlyn whatsoever. She was on the opposite side of the shop, yet made a point of loudly announcing that she was not going to serve us. This unnecessarily drew attention to us and made us feel embarrassed, unwelcome and uncomfortable.

Throughout this entire experience, I have never received a direct apology for the abusive telephone call from Nikki. I have never received an apology for being mis-sold the extended warranty. Instead, we have consistently been made to feel as though we are the problem and there has been no remorse shown or compensation.

We are only having to return to the store because the incorrect sofa was delivered—a mistake made by the company, not by us. Yet we are now being asked to notify the store before attending, as though we have behaved inappropriately. This is wholly unacceptable.

The conduct we have experienced has been deeply unprofessional and has caused me significant stress and anxiety. Following yesterday's events, I no longer feel comfortable or welcome in the Team Valley store, and the situation has had a considerable impact on my mental wellbeing. For that reason, I will not be returning. My husband will attend alone to sign the outstanding finance documentation.

I am requesting that this matter is fully investigated.

I would appreciate a written response outlining the outcome of your investigation and the steps you intend to take to address these serious concerns.

Yours faithfully,

Rachel

Kept informed. Gave me a progress report, informed me 10 minutes before arrival. Unpacked the furniture brought them through the house very careful. Very considerate and friendly, pleasure to do business with.

Sofa is beautiful and well made ,we only had it delivered yesterday but so far so good .big shout out for the delivery guys Ronnie and Ronnie ,exceptional service and very polite and helpful 10/10

I was told that they would deliver my sofa tomorrow then I got a message saying the 20/ 08 26 I’ll be at work I asked for a Friday or Saturday

Excellent service thanks great customer service team

Visited the Team Vally store last week, and Dave was very helpful. He was informative, polite, and knew his stuff. I walked out having purchased a new sofa. It won't be delivered until October, but he let me know exactly what would happen. Would highly recommend!

very helpful staff

Amazing service, with lovely delivery and service staff. I am well impressed with the product.

Excellent service in store and kept up to date with delivery info. Am very happy with my sofa.

Called into SCS to look at sofa’s to buy, spoke to customer service called Dave who was extremely helpful when I chose a Elland sofa he checked the system to see if they had one in storage. After Dave couldn’t find it he confirmed with the manager if that was correct, Dave asked if he could call me at five o clock.
Five o’clock phone rang it was Dave true to his word saying there was one in storage, we went through the procedure of buy this sofa over the phone. I asked when would this sofa be delivered, his response was that this will be done when later that day and would again call back.
Delivery date was two days later with a tracker on the van.
Quick efficient service with a honest professional attitude.

Shop assistant very polite and helpful. Delivery was prompt and very professional 👏

Excellent advice on all aspects of our purchase and was fully explained. Kat (short name) was very friendly and not to pushy. It was a nice relaxed atmosphere.

Friendly staff, great delivery guys and very prompt

The crew did a great job bringing in the sofa and putting it together very friendly, The only thing is the sofa is lovely but the colour black is not what it is it looks more like a grey which I’m not happy about.

Excellent lovely sofas excellent delivery

Found the sofas that I wanted in the colour and size. They offer very nice range of sofas with great flexibility of fabric's & colour's + they are built to order so you can have exactly what you want. The staff know all about their products and go out of their way to help without being intrusive or pushy.

Very welcoming staff. Advised on colour & fabric choice. Helpful with measurements etc. Knowledgeable without being pushy.

Great company the whole experience went well from the purchase of the items to the delivery and set up all the staff where very professional and very helpful very happy with the service