Great service from the straiton store and the delivery crews. Kept me informed of delivery times. Lovely delivery guys. 5* Scs for your amazing service

I ordered 2 chairs in November with a delivery promise of 14 days, as yet they have not been delivered and I have no date for delivery. Communication is impossible with phones not being answered, emails not working and no response to social media. the only answers I receive is via this public forum which is not my preferred way to communicate but I have been forced down this path. Below is my final communication before the order is cancelled:
Order reference: S0113-1000377338
Order date: 2 November 2025

I am writing to formally notify you of my intention to cancel the above order due to non-delivery.

At the time of purchase, I was expressly advised that the delivery period would be 14 days. As of today, the goods have not been delivered, no delivery date has been provided, and all reasonable attempts to contact you have failed.

For clarity:

The email address provided is not monitored

Telephone calls go unanswered

Social media messages receive no response

The only channel through which any response is obtained is Trustpilot, which is not an acceptable or appropriate method for managing contractual obligations.

Your failure to deliver the goods within the agreed delivery period — or at all — places you in breach of contract. In accordance with Clause 6.3 of your Terms and Conditions and my statutory rights under the Consumer Rights Act 2015, I am therefore cancelling the contract with immediate effect.

I now require:

Written confirmation that the order has been cancelled

A full refund of all sums paid, to be returned to the original payment method

Please note that this is not a voluntary cancellation. As such, no deduction is permitted, including any reference to a 30% cancellation charge.

If I do not receive confirmation of cancellation and refund within 14 days of the date of this letter, I will proceed without further notice to:

Escalate the matter via my card provider (including Section 75 where applicable)

Refer the matter to the Furniture & Home Improvement Ombudsman

Continue to document this matter publicly until it is resolved

I trust this will not be necessary and expect your prompt confirmation
Update
After a further 2 weeks and no meaningful communication I have now been forced to contact my credit card company and instigate a refund. I will soon be contacting the ombudsman and hopefully bring this whole terrible situation to a conclusion.

It’s not even a 1 star! Avoid at all costs we have had the worst experience of purchasing anything ever! We ordered our sofa back in JULY2025 from loanhead under the terms that when it’s in stock it must be delivered to our new address in England fast forward a few months to October I thought I would call as I hadn’t heard any news on the sofa that’s what I was told it comes in stock on the 20th of October and they would call me that date to arrange delivery the 20th came and went and no calls from them so I called a week later to have information and that’s when I was told our sofa had arrived in Scotland and not England so they had to try get it to us In England 3 months later of our sofa arriving in stock we still have no sofa there communication so disgusting always getting told they would call us back with updates which never happened requested to speak to the manager numerous times and was told he would also call back still haven’t heard from him either. Our sofa finally arrived but didn’t fit in the house and again has been told before they cancel the order we have to try other delivery drivers but yet can’t get a hold of them for this to happen. 6 months ago we ordered and we have no sofa!!! had many visits from family that have had to sit on garden furniture one being my disabled dad but yet scs loanhead couldn’t care less always an excuse on there end. AVOID!!!!!

Despite having a slight change to delivery date, we still received our furniture before Christmas. Delighted with the quality of our sofa and chair. The staff at SCS Sraiton were extremely efficient and friendly providing excellent customer service. Delivery service was also excellent (2 guys from North England) ... a "can do" attitude and no sucking of teeth at tight space to get 4 seater sofa in.

Sofa delivered on the 9th December2025 but instead of a left and right section that join in the middle we have 2 odd sections that do not join. No communication from SCS we are having to phone every day to try and order a replacement Customer after sales just don’t care
Went back to the shop where we ordered it - got told not their problem talk to head office
So much for have your sofa for Christmas
A week on and we have no idea when anyone might talk to us
All orders should come with the following clause - order at your own risk because if we get it wrong we just don’t care

Update 48 hours after my review
Despite an acknowledgement of my poor review still no update - still no communication from SCS and still no sofa

3 weeks since the day of my delivery - still no sofa and still no one able to give me an update.
SCS you should be ashamed of yourselves - you promised me a sofa for Christmas.
I have now spent over 10 hours either on hold or being told the warehouse are looking into it. Tell me where the warehouse is and I’ll go and look myself !
I have asked at least 6 times how to escalate to be told that’s not possible

So update suite now delivered all with the help off Sara so a thank you to her delivery guys were great.
Would like to give a mention to a customer sales person called DARREN, rudest person I have ever met in a shop, he clearly needs support and maybe a some training on customer service on how to deal with customers, whatever happened to the customer is always right clearly is not on DARREN'S radar. So we are happy we will never need to vist DARREN again.
Please get him some training so other customers don't
have to put up with his sarcasm and downright cheek .

Order number - S01131000346008

I am incredibly disappointed by the poor service we have received from SCS.

We have been loyal customers to the ScS Sofas brand, and previously bought a corner sofa 6 years ago, so we returned to buy our new sofa and were delighted to buy a recliner from SCS.

We were due to receive a Tivolo sofa on the 18th of November between 2:15 & 2:40pm. I am a teacher and my other half owns a small one-man business meaning that we struggle to be home for day time deliveries. I called SCS to try and get a Saturday delivery which they were unable to provide. So, we stuck with the 18th and decided to ask a friend to sit in for the sofa. For this to work and to accommodate SCS’s inflexible delivery procedures, I went to great efforts to pick my friend up in Edinburgh and bring her back through to East Lothian on the 17th once I finished work. I then had to get her to stay over the night before the so-called arranged delivery and I went off to work on the 18th. She sat in all day.

I had received a text/email the night before and the morning of the delivery to say all was going ahead.
But SCS didn’t deliver the sofa and didn’t even communicate with me to say that it wasn’t going ahead.

I clicked on the SCS tracker around 2pm to see that you had cancelled my delivery and it said that you hadn’t even loaded the sofa!! I couldn’t believe it! Where was the communication - text/call/email!?
And all that effort with transporting my friend to meet the delivery expectations and nothing to show for it.
I then had to drive home and leave work early again in order to take my friend back to Edinburgh.
All that effort for absolutely nothing.

I called the Straiton shop and spoke to Ciaran and he seemed embarrassed by the absolute shambles of a delivery system.
He offered an external carrier service who said they’d deliver my sofa on Friday 21st of November between 1:30 - 3:30 and guess what, it didn’t arrive.

I’m absolutely appalled. I have no idea how SCS thinks they can treat their customers this way. I called the store again and Stephanie tried to track the carrier service and told me she doesn’t know what’s happening.
Again, no clear communication whatsoever. I’ve had to chase and call and call.

3 wasted days where me or my friend have waited and waited.

Stephanie then called me back to say that the carrier has had a blown tyre and that the sofa won’t be delivered. I queried if this was even the truth and said that I didn’t believe this story. To which Stephanie agreed with me.

Stephanie told me that she would call at 9am on the Saturday 22nd of November and would try to get it delivered on this date. Guess what - she didn’t call and I had to chase her again. The lack of follow up on agreements only made me feel angrier.
I then got a hold of her and she told me that my sofa won’t be getting delivered and wanted to be transparent in saying that she doesn’t know where the sofa is!! 🫣
So, it appeared to be lost from the Friday night to the Saturday morning? I called her out on this and said, was it even loaded last night and guess what - she didn’t know.
It’s pretty clear that it wasn’t loaded on the Tuesday or the Friday because SCS did not know where it was to even attempt to load it, yet they were telling customers that it’s on its way! It’s shambolic and an absolute nonsense and shows no regard for their customers.

Such dismal service! I’ve had to wait additional days to only receive a call from David at the store on the 27th of November to confirm that it definitely can’t be found and he blamed the mess on the distribution centre.

He then offered cancelling or waiting. We chose to cancel.

Why is it so hard to deliver someone’s sofa, or to communicate?

Scs have also refused to refund my deposit instantly and I had to wait a week for this and at this time of year!!

Absolutely horrendous treatment! All of this through no fault of my own. They’ve also refused to offer any compensation!

They are a big company and need to do better.

DO NOT BUY FROM SCS!!

My experience with ScS has been extremely disappointing. I ordered an Uxbridge 3-seater and 2-seater sofa and made it clear at the point of sale that delivery before Diwali was essential. Despite this, the delivery date changed multiple times — finally to 28 October.
I received confirmation for delivery on the morning of 28 October, only for it to be cancelled without any notice. It has now been pushed to 30 October.
Because of this:
I paid £200 to remove my old sofas based on the confirmed date.
I had to take a day off work, and now I’ll need to take another.
I raised a formal complaint with ScS on 28 October requesting compensation under their own Terms & Conditions. I have had no response whatsoever. Tried calling SCS local store with no response as no one will pick up the phone.
The repeated delays, lack of communication, and complete silence after raising a complaint have been unacceptable. I expected far better customer service.

Very happy with our delivery nice lads very
Helpful

The delivery guys where great, kept me up to date with the times, showed up on time, set the sofas up and explained how to disassemble them if I ever needed too. Cleaned up after themselves and just made the exchange very easy.

Steph at the Straiton branch was fantastic would highly recommend her and the store

The reason I’m contacting you as I was in the the SCS Stration Branch on the 21st October your sales rep Stef whom I made my final payment to on my sofa to she was swearing and making remarks about staff being off sick I asked if Darren was in who sold me the sofa she said no asked if I know him out of work which I don’t know him at all and was making remarks about him how he is useless at his job also had to follow him about the shops her 16 year old child could do a better job than him who was through the back doing her homework I wasn’t on my own at the time I was with my friend she was also not impressed with Stef the sales assistant with her language and putting work colleagues down for being off sick and not well her words were there all at it I’m sick of it

Yours faithfully
Ms Lesley Russell
Sent from my iPhone

At point of sale every assistance was given with answers to questions regarding product information in a friendly and efficient manner.

Delivery (2/10/25):
Due to unexpected circumstances I had to delay the delivery date. Staff were very helpful in re-scheduling.

Confirmation of delivery received in advance. Drivers (Steven & Michael) made contact to confirm time. They were both courteous and friendly, taking care to ensure there was no property damage.

Would have given no stars. Bought a corner suite in August 2024 very soon after it arrived noticed one of the chairs was lower than the others. Contacted SCS they sent out insurance company, they agreed chair was the wrong size for the sofa &report back. However it would appear this policy is not worth the paper it’s written on,the report has been distorted & facts not reported truthfully. Now SCS fobbing me off absolving themselves off all responsibility. Zero customer service. It’s a case of customer beware you seem to have no rights once you pay for goods. My contract to purchase was with SCS not their insurance company. They have lied to me and distorted the facts. Am now having to seek legal advice. SCS are not interested in after sales at all. I would never buy anything from them again they are probably the worst customer service team I have ever had the misfortune to deal with and SCS couldn’t care less they have sold me faulty goods.

I ordered the Casola Power Recliner Chair with Head Tilt & Lumbar Support and received it today. The chair itself is excellent — very comfortable and exactly what I had been searching for. I’m really happy with the product.

However, the delivery process was not ideal. The so-called “delivery booking” was simply an email sent around 7:30pm telling me that delivery would be the next day, with no contact number to reschedule if needed. This felt quite inflexible. In addition, when the three delivery men brought the chair in, they leaned it against the wall while moving it, which made me worry that the fabric or frame could be scratched.

Overall, I’m delighted with the chair but hope the delivery arrangements and handling can be improved.

I got a text at 7am to say my sofas would be delivered between 11:22 and 12:52. Stayed in the house. I tracked the delivery ( not the best) I was next delivery one minute then 8th the next. The driver eventually phoned and said they were running late. The sofas arrived at 14:20. The 2 delivery guys were very nice and polite. If they were late at me it spoiled their day completely. It took over an hour for them to get the items into the house DESPITE me taking the door measurements to the shop as I live in an old bungalow with narrow doors. The delivery guys were wonderful and eventually managed ( just not sure how we’ll get it out again should we ever need too. The 2 seater recliner sofa did not come in bits as promised as it was an OLD design!!! Very disappointed in SCS so nice to us in the show room, dealing with them afterwards was appalling. Avoid this company at all costs.

The service and help given by sales staff was excellent however the delivery of sofa was late due to breakdown of delivery van and thanks to the staff at Straiton especially Stephanie and Kieran the problem was resolved and we received our order the next day

Great experience from initial advice in shop by manager (not pushy) to purchase (no gimmicks or upselling) through to delivery. Delivery was a little later than expected but got a call to let us know. Delivery guys were polite, friendly, helpful and set chair up exactly where I wanted it. Removed all packaging. Very happy with my purchase (recliner). Would recommend SCS.

My wife and I found the entire process to be hassle free and extremely customer friendly. We chose a corner sofa from SCS at Straition Park and the staff were excellent. They kept us fully informed on the progress of our order and on the day of delivery the two delivery guys were there on time and were in and out in less than half an hourt, this included unpacking, fitting the metal feet and removing all packaging.

Reference code 1039
Billy & Regan delivered our sofa Whithin the time slot they set they were clean, polite very efficient and left when they had made sure all was ok with me