Brandon the sales assistant was very helpful and informative

Experience and expectations where above and beyond, Janice was so knowledgeable, can't wait to get my new sofa.

We received a warm welcome. Had time to look around and when ready we’re given assistance in the purchase details and delivery. Staff were approachable and helpful at all times.

Bought our sofas on 26 January '26. Total cost including insurance, etc,was £1991. Was assured order would be delivered mid April. On 28 Jan. went back to store to double check on the colour, no problem and again was assured delivery mid April. Again went to store mid March to confirm delivery and was assured delivery was still mid April. Based on these confirmations of delivery we then started to make arrangements for removal of old furniture in our home.
We phoned the store on 4th April just to be sure of advised delivery date (mid April) and were told that delivery was now expected mid May!!! They blamed late delivery on the USA war with Iran!!I i could not believe my ears. There were other SCS staff in the background advising the person on the phone, (I know who this person was,by the way) and it all appeared a bit of a joke to them. I was advised that to cancel the order would involve a cancellation fee of £600+ so I had to bite the bullet and am now awaiting delivery mid May. and will have to rearrange the removal of my old furniture to accommodate the new delivery mid May.
Overall this has been a disgraceful customer relation episode. Had we not kept checking on delivery date SCS had no intention of advising the new mid May date which is a disgrace. This was told to me over the phone.

Visited Aintree store last Week had the worst customer service ever. The girl who we saw was pushy rude and just didn’t want to help us. I think her name was Emily or Amelia something like that. We exchanged words and left DO NOT USE THIS STORE. You really do need to re train your staff

It took a while to get what we wanted but all delivered and set up professionally and quickly ( important as we live on a busy cul-de-sac).

I had a settee delivered in December. Within weeks a mechanical problem occurred. To be brief I will have wait nearly 4, yes 4 months for a repair.
Before you buy from them do some research especially with Emmieragroup their allotted repair contractors. It’s taking 12 weeks for the part to arrive and then 2/3 weeks to get to them before a repair date is confirmed.
A local repair firm would have repaired within a week I was informed. Hopefully this will ensure future customer follow some due diligence. I am now very concerned .
Having just received a response to this post from their Social Media Team the psychology of customer satisfaction is based on the peak end rule, empathy and listening and cognitive biases. In conclusion they need to reflect on their practice and ask themselves if they had read such comments are they confident in their products and would they consider buying from them selves and be happy with their service.
.

I had a recliner chair delivered by Martin and James and they were absolutely brilliant. They delivered on time. They unpacked it and set it all up for me. They then checked that everything was working correctly and explained the workings of the chair to me.
I couldn't have asked for a better service, thank you Martin and James.

Beautiful furniture. Excellent! Delighted. Delivery was great. 2 very happy chaps, all set up in no time at all. Very good and helpful service from the aintree store. Loving the suite.
Well informed with delivery details. No issues at all.

I ordered and paid for two 2 seater leather electric recliners. I waited 4 months for delivery. On the day of delivery I was assured that the sofa's would be delivered between 11.30am to 12.00pm. The delivery drivers arrived just after 3pm. They can only be described as incompetent. It took them an hour to attach the sofas and attach the feet. They missed out screws and stripped the heads on some of the screws on the feet. They had no idea what to do with the support legs that are supposed to go under the front of the sofa's. They told me to contact the Aintree store for clarification. The main problem, however was the patched leather strips on the arms (4 patches of leather, stitched on to the top) awful. This was not as shown on SCS website and in store, clearly cost cutting by the manufacturer. Also the leather was very crumpled when you used the recliner. I raised a complaint via the SCS website. I heard nothing for 4 days so I rang customer services to reject the sofas. I was told that they were waiting for a reply from the suppliers. I explained that this was irrelevant to me. The sofas I had received were not as shown on the website or in store. The advisor said she would need to speak to her manager and call me back. I received a callback and was advised the they would arrange to collect the sofas and submit a refund upon receipt. On the day of collection, no one turned up (surprise surprise). I called to complain, they could not give me an explanation, just an apology. They have now given me another collection date, no approx time given, so I will have to wait in again.

This company's customer services is deplorable. If something goes wrong they are a nightmare to deal with. Also from my experience the items advertised on the website and shown in store can not be trusted. How they continue to stay in business is baffling. I will await to see how quickly I will get my refund. I won't hold my breath. Stay clear 😤.

The furniture was collected on 13/02. However, I had to call (16/02) customer services myself to get my refund. The refund was applied two days later. I have noticed however that the sofa is still shown on the SCS website, without the patched leather to the sides and arms, this is clearly misleading to any future potential buyer's. Not good 👎

DON'T WASTE YOUR MONEY if you want good after care customer service.
We bought a recliner sofa.
After only 4 weeks of being used, the cushions were out of shape and had creases in the material?!
We used their after care recommendations, turning the cushions every 1-2 weeks & the creases were still visible on both sides of the cushions.
We sent them images, showing them dipping in the middle and then clearly being all creased.
They initially told us it was our own fault for not following their after care guidelines (which we did)
But then said it was completely normal for that to happen???
So which one is it.......
Because it can't be both???
Even if the after care guidelines weren't followed, NOBODY should be buying a couch that goes out of shape in just 4 weeks?!?
It's clearly faulty & badly made but they couldn't care less.
We disagreed, they did nothing & said 'thats our final decision'
No apology, no offer of inspection.
NOTHING........
The couch was over £2000 and lasted no more than 4 weeks before looking like a 1-2 year old couch.
Don't waste your money on this absolute JOKE OF A COMPANY.
We will now be taking this to trading standards.

Your response also shows a lack of interest.....
Just a generic 'we're sorry you didn't like the outcome' speak to someone else about it.

Turned up a month later than expected then was wrong.
Wishthe communication with the admin team was as good as the reply on trustpilot.
Had a reply 1 week later from a no reply email address, asking me to provide info the delivery men submitted with the delivery note.
Went to store they can’t help.
Sent a second complaint form online still no reply 3 weeks later after delivery.
Cant phone anyone. Even if you do leave a voicemail, don’t get a reply.

Shocking customer service.

Waited in for a 4pm delivery, turned up at 6pm,the delivery team apologized for running late , brought the suite into the house , and left me to unpack and put legs on and fill my bin with all the waste packaging

The delivery men were on time and respectful of the property. They were polite and fast, delivering a recliner chair.

Excellent service from SCS went above and beyond in assisting me with my delivery they delayed my delivery for me until I was ready for it. The two guys that delivered it today we're very professional,polite and friendly explaining everything they we're doing. They were so quick and cleaning everything as they went couldn't be more happy with my new furniture would highly recommend.
Thanks for a great experience.

Two piece corner unit ordered , wrong piece of furniture sent, spoke to someone on the phone said they would call straight back and sort those out out , heard nothing.

Kate W at Aintree store was excellent. Answered all our questions clearly and concisely and nothing was too much trouble.

Excellent service. Contacted to say they would be earlier . Took time to help my mum decide how she wanted the furniture . Professional .

Prompt, polite, & efficient

I would like to give a huge thank you to Kate at ScS Sofas - Aintree Shopping Park for her outstanding customer service. From start to finish, Kate was helpful, friendly, and thoroughly professional while assisting me with the purchase of my sofa bed.

She took the time to listen carefully to what I was looking for, explained the options clearly, and made the whole process smooth and stress-free. Nothing felt rushed, and her warm, approachable manner made the experience genuinely enjoyable.

It’s rare to come across such attentive and knowledgeable service these days, and Kate is a real credit to ScS. I wouldn’t hesitate to return to the store again and would highly recommend asking for her if and when considering another purchase.

Thank you, Kate!