UPDATE: READ BEFORE YOU BUY!

I have spoken to customer service today 36 hours after delivery, they state to me I am unable to return the furniture without an inspection. Dependant on the report depends if they will accept a return!

This is illegal and a breach of my consumer and statutory rights. I have agreed for the inspection but have said under no circumstances am I keeping the sofa. To have so much shoddy workmanship and issues within the first few hours of having an item, also being told it had pocket sprung seats and clearly this does not, I am entitled to reject the item. If the inspector comes and this is not taken away I will be taking this company to court for breaching the consumer rights act.

Frustrating and terrible way to deal with customers!

DO NOT ORDER FROM THEM!
I ordered a sofa from the Cardiff Gate store on 14th September. The staff were helpful, and the showroom model seemed perfect.

(Order ref 150050-1000336084)

The sofa was delivered yesterday, 16/12, and within hours of use, serious issues were clear:
- it was sold in store as being pocket spring seat cushions. It is clear this is solid foam.
• Seat material rippling and indentations appearing after minimal use.
• Rear cushions uneven and stitching misaligned.
• Large gap where sofa sections meet.
• Footrest on cuddle chair uneven.
• Seat padding advised on sale as pocket springs is clearly solid foam.

This sofa is not fit for purpose, and I have been trying to exercise my consumer rights under the Consumer Rights Act 2015, but it has been impossible to contact SCS due to the way their website and customer service are set up. This is extremely frustrating, especially so close to Christmas.

I cannot recommend SCS, as this sofa is far below showroom quality and unlikely to last more than a few months.

: in response to your reply, I have done so and I’d appreciate if someone could contact me today. I am not prepared for this to drag on due to your customer service system being sub standard as well. I emailed the store also and no one has got back to me.

First Sofa purchase in 20 years! Following a bereavement and separation this purchase was my own choice. Cannot fault the delivery team went above and beyond. I just wish I measured a bit better but my 3 kids will love it. A+

The delivery was very stressful as we live on a building site and the men couldn’t avoid getting their boots dirty to come in the house. My new carpet and flooring right through the house were covered in mud. I understand they weren’t allowed to take their boots off for health and safety so it couldn’t be avoided. But I was upset. Both men however were very polite and apologetic. Sadly the one recliner is making a very loud rubbing noise when reclining so will have to contact SCS on Monday.

Fantastic sofa!

Shame the delivery made a fuss about getting the sofa into the house.

Really happy with the product though.

Disgusting customer service. I purchased a 3 seater sofa and armchair in July of this year from the store in Leckwith Cardiff. Both items were delivered with large creases and loose material. We have had 2 technicians from Emmiera arranged by Scs, the first diagnosed a manufacturing fault, proceeded to add a dacron wrap to the chair, however, within the hour the problem reappeared, the second technician arrived a month later and diagnosed no manufacturing fault. The ombudsman agreed but his decision was based on the reports from the technicians. I am now in receipt of the reports which has so much false information on them inclusive of dates.
If you are reading this review please check the scs complaints site on Facebook. DO NOT HANDOVER ANY MONEY TO THIS COMPANY BECAUSE THE STAFF INSTORE APPEAR TO BE SO OBLIGING. THE AFTERCARE SERVICE IS ZERO. I have purchased sofas from this Company for the last 15 years but the service received now is diabolical, AVOID AT ALL COST!

Polite and helpful delivery crew; quick and efficient installation and everything tidied away perfectly before departure. Would have been 5-stars if the online tracker had been updated to reflect the slight delay experienced.

Great advice from the salesperson.

Lots of communication around delivery, kept well informed throughout.

Delivery was professional, early, and very courteous.

Would not hesitate to recommend

Great post sales customer service. Particular mention to Joe at the Cardiff Gate store who was incredibly professional, supportive and friendly.
The actual delivery was completed as advised, Great communication in advance and the delivery team did a great job

I attended the store in Cardiff on the 7th Sept and a member of the sales team Joe completed an order for a sofa and we also purchased 3 additional cushions. I was shown a swatch of material as there was not one of the fabric on display for the sofa and chose the cushion material again from a sample of material. The order was input into an ipad and I signed for the order. Sofa arrived on the 4th November all correct. However £120 worth of cushions were in the wrong fabric. The delivery team rang me at 06.09 advising they would be there in 40 Mins. They turned up at 06.45 would not return them to the store as they were all part of the order I had signed for as delivered. Having now contacted the store I multiple times and their after case team the same they are refusing to replace the cushions as i signed that they were correct on ordering and I should have checked the order there and then. How much more specific can I be the salesperson Joe input the details wrongly on the day I signed in all good faith the order and would not known how to correct the entries as i am not conversant with their EPOS system to do so. I was not informed I had 2 days to check the order for correctness, anyway why would I suspect that it was wrong. Since then all contact with this company has been the same. The manager at Cardiff store Tariq refused to acknowledge it was an error by one of his team and refers me to head office by giving me a card and then ignorantly walked away. Head office say they cannot intervene and state the fact that I signed for the order. Why they cannot do so when they are in positions of authority in the company and control the stores and employees I don't know. I will pursue with a legal fight if I have to, Citizens Advice appointment already made, The Consumer Right Act states goods must be as described and I did not receive the goods described and presented to me in store at the time of the order, quite simple to rectify. This company have 520 thousand reviews on this platform 4% are 1 star that's 20 thousand negative reviews and more that the fair share are for wrongly delivered items. I would like this matter rectified in a civilised manner something that is quite lacking in this companies attitude to customers when they are at fault. My order number is S0050-1000329628 scs id #456502992 to assist the media team.

Great delivery team, friendly and helpful. Got the job done quickly and efficiently.

Got to say the men were on time, they told me they may be unable to get the furniture into the house so they had a try as they said to me they were unable to get it through the door. So i told the boys to leave them outside and i will sort it out so i sign for them and let the boys to go on their way

The both guys were really friendly and professional took every bit of rubbish with them

Great sofa and top delivery

The third time having to get in contact with them to redeliver and they’re requesting to charge more!

Delivery men were efficient and competent. They made no mess and assembled the sofas in quick time.
very happy with their service

Good efficient and friendly service.

The deliverymen , Andrew and Huw, went above and beyond. Delivery was promt and I received a phone call about half an hour before they arrived. They took about thirty minutes to complete. Very polite.
Thank you for a great service.

Excellent quality the best customer service

new sofa & chair arrived bright & early at 07.00. we had a call from the delivery team an hour before so we were ready for the delivery, when we made the purchase i informed the salesman about access to our property being a bit awkward, he assured me that the sofa would come in 3 pieces and the backs were removable, however this was not the case as the sofa was in 2 pieces and the backs were not removable. the delivery team were brilliant and struggled to get the sofa in to the property, but they did manage succesfully in the end, so a massive thumbs up to them. they unpacked and possitioned the sofa & chair exactly where we wanted it, showed us how to operate the electrics, then left taking all the packing with them. we are very pleased with the furniture it was money well spent, so in conclusion, its a massive thanks to the brilliant delivery team, and a thumbs down for the salesman who could of caused a major problem by not knowing how the furniture would actually arrive.

From start to finish SCS have been brilliant the lady who served us Kim in Cardiff was excellent and incredibly friendly and professional to delivery where the 2 men nothing was no problem at all they where very careful and left our new sofas in their new home thank you so much we are over the moon with our new sofas