When you go into the store very helpful and polite , when I purchase the sofa it was explained to me the sofa comes into three parts . On deliver this would not fit in the door and had to be taken back
I then contacted the store and at the start the manager was helpful and came up with a solution. Then the customer service went down hill I got a phone call and email to confirm the sofa would arrive on the Monday so I took the afternoon off work the sofa never came so I had taken the afternoon off for nothing to then be told it will be delivered on the thurs
Now complain about my treatment and experience to be told it’s not their issue really poor customer service

Be very careful at point of sale especially in the Norwich branch of this dreadful company.
The sales invoice will be full of abbreviations and if you’re not sure what they mean please ask.
Mine was full of these abbreviations and they looked correct (bearing in mind I’d never seen theses before) the picture was correct so I never saw any reason to challenge.

I ordered an identical sofa which had a media console, the sales person-Emma-put this down as a normal console despite being there the whole time we were there (her 1st mistake then a 2nd as she ordered the wrong colour foot stool on another order)

The abbreviations were:
1 PWR W/CON & PWR H.T Having never seen this before I assumed the console was correct - W/CON (with console?) and foolishly assumed the sales person knew how to take my order correctly and do her job, I was never told there were several variants of a console, I’m guessing it should of been W/MCON?

The picture on the invoice is what i ordered but not received, and here lays their get out clause, because I received what was on the invoice (not the picture but the abbreviations) I'm now stuck with it as they will not make this right despite being Emma’s fault and admitting as such.

Fair credit to the manager as he tried to see if any other branch has one but as yet nothing.

My next step is to take this to the FHIO
of which SCS are a member of.

The manager has, as a result of Emma’s multiple mistakes, implemented a double check system to ensure what you ask for you actually get.

When your sofa gets delivered make sure they install it correctly and not the quick in and out I got.
They never plugged the head tilt power in (luckily I fixed this) and that they connect the units together as they didn’t on mine and is loose which is still on going.

Please double check your invoice as what’s on it is what you’ll get and will not get rectified even if it’s the sales person fault as they will hold you accountable at all times. This is there get out clause and will use it no matter what you say.

It’s too late for me but not you.

The email I received:

“I completely understand that this may not be the resolution you were hoping for. However, after consulting with the relevant departments, we must follow company policy, which ensures that all orders are fulfilled according to the sales contract.
If you have any further questions or require additional clarification, please don't hesitate to get in touch. We value your business and are here to assist with anything else you may need”

SCS, please loose your abbreviations so it’s clear to your customers as to what they have ordered on the invoice as they might not understand what they mean.

SCS = Shit Customer Service

Use:
customerserviceexecutiveatscs.co.uk
To email higher up the chain when you mugged off at store level.

Other outlets are available.

Very helpful sales assistant at Norwich who went over and above to help us. Delivery men were also excellent and very helpful. Would definitely recommend SCS for quality of product and outstanding staff.

We had a brilliant experience buying our sofa from SCS in Norwich. The salesman was exceptional and everything was taken care of very well.
The delivery drivers were great and had to really work hard to get the sofa into my property.
The only slight niggle was that the corner unit we ordered had a section that’s VERY hard to get through a standard doorway. Perhaps from a design perspective it would be helpful for sofas to have removable cushions for this reason. Had it not been for good delivery people and three of us wedging the sofa through our side passageway, it wouldn’t have gone in.

From the initial inquiry about a new sofa to the final delivery the SCS staff have been very helpful.
We had been given an estimated time of the delivery and then a phone call just before delivery.
The delivery people were very helpful and soon had the sofa installed in its final location with all the vast amount of packaging taken away.

I am extremely pleased with the delivery team! Smiling and calm!

Delivery men said it wouldn’t go through the door , we had to arrange (£250) for an upholster to collect the returned sofa and bring it to us and the plan was for them to take it apart , to get it through the door , but guess what they tried and got it through , I emailed customer service 6 times and not once did I get a reply , absolutely scandalous

Avoid this company their sales agents dont ask the right questions. Hence sofa did not fit through my door. They now want £250 to dismantle my sofa and then deliver as their agent didn't ask me yo measure my door before completing, There SCS delivery drivers said this is quiet common. Now being evicted from your Norwich store as you manager said i was being abusive and swearing. Which I wasn't. You have over a £1000 of my money ... you do truly sucks.

Well Done Norwich SCS, called police and your store manager said they deliver my sofa to the pavement. Wen I live in a second floor flat. You have no head office number it forces you to got to the store you bought the item from I have no intention of on speaking to a manager who asked me to calm down. So I did and he called the police. So they have a £1000 of my money and no intention to resolve.

The staff were amazing
Ellen explained things really well, was very friendly and in a way that we understood what we were buying. We felt at no point that we were being pushed to make a purchase. Overall, a lovely store to be in and Ellen is a credit to the company.

Delivery guys were amazing! Soo helpful and polite, best experience possible!

The team were very helpful when I was in the shop picking a sofa.
Excellent communication on styles & choices on materials & how long it would take to be made & delivered.
The information was sent to me about delivery & when it would be & the delivery team called me on the day of delivery giving me an estimated time of arrival & were very helpfull with unpacking the sofa & putting it where I wanted it & took all the packaging away when leaving all in all an excellent experience.

Team in the shop helped me pick out the perfect sofa and the delivery guys were speedy and careful. Did a fantastic job and I’m so happy with my new sofa

From the showroom in Norwich to the delivery team dropping off our sofa today.
Today in a world when communicating with people seems to be a thing of the past.
ScS have got everything right. Great sales advisors, quick delivery service and communications have been first class and even delivered within the delivery time stated.
Thank you all we would definitely use you again and we travelled from Bury St Edmunds.

Amazing sofa and Kieran at the Norwich store was fab, alongside Jason and Travis who delivered our sofa.

The only downside is the sofa did take approx 15 weeks to be delivered, but it's worth the wait!

Friendly delivery guys...respectful of property and lounge being on first floor. Good laugh about football too.

The Lady in your Norwich store was very helpful,giving me plenty of time to choose my Sofabed, she explained everything about the product and the delivery.
I was kept informed about the expected delivery date, unfortunately the day of the delivery coincided with a hospital appointment but I was told it wasn't a problem and it was delivered a week later.
Unfortunately my address is awkward to find. When they phoned to let me know the estmated time I gave them more information, it is an unmade road and very awkward for them but the were marvellous, very polite and helpful.
I am delighted with every part of of this experience, Thank you SCS

Excellent buying experience with knowledgeable sales person. Sofa delivered within expected timescale. Kept updated with delivery date and times. The delivery was on time, very pleasant people, smooth delivery. Very pleased with my choice of sofa.

Chris and Simon were very courteous and friendly when arriving at my property. The online tracking service was brilliant too.
They swiftly but carefully delivered my sofa and recliner chair in my house.
I would definitely recommend.

Nice young men delivered my chair quick and easy , one brought chair round to patio doors put on floor then another came and helped take plastic covering off picked it all up , pushed chair into space job done !

Delivery was on time, installation was carried out out very efficiently by Billy & Marcus excellent service all round.