We bought a sofa and 2 armchairs, all recliners, in December 2024. The reclining mechanism on the sofa broke December 2025. Made a claim immediately, had to chase for an update February 2026. The repair company passed the buck on to SCS customer services. They honoured their first promise to call back when they said, but then said they would call back within 2 days. It’s now almost a week later and we have heard nothing. 4 months since the thing broke and it’s as useful as a chocolate teapot. Never again will I buy from this company, and I strongly urge others to avoid them.

Very helpful and supportive customer service

We recently received delivery of our new sofa, and I wanted to take a moment to recognise the outstanding service provided by the delivery team.

From start to finish, the experience was excellent. The team arrived earlier than expected, were courteous and professional throughout, and handled the delivery with great care and efficiency. They took the time to ensure the sofa was positioned perfectly, checked that everything was in place, and left the area clean and tidy before leaving.

What really stood out was their friendly attitude and willingness to go the extra mile to make sure we were completely satisfied. Deliveries can often feel rushed, but this team made the whole process smooth, stress-free, and genuinely pleasant.

A fantastic service and a great reflection of the company — thank you to the delivery team for such a positive experience.

UPDATE: your store is the one who is unhelpful the lady was rude and abrupt she told me she doesn’t get paid to deal with my complaint and when I asked her to spell her name she said she’s not doing that and hang up the phone I know who she is it’s the Asian lady I believe her name is sary I am guessing the spelling as she didn’t spell it for me I have also sent several emails NO ONE has got back to me so unprofessional and unhelpful all you wanted was my money that’s all scs care about the sales !!! Even your delivery drivers seem to agree !!

Disorganised, Rude & Completely Unprofessional

My experience with ScS has been extremely disappointing from start to finish.

I arranged delivery a week in advance and specifically requested a morning slot because I had a hospital appointment. I received email confirmation that delivery would be in the morning. When I called the day before to confirm, I was told it had been scheduled for the afternoon instead. Because of this, I had to cancel my hospital appointment — something that is not easy to rearrange.

When purchasing the sofa, I raised concerns about whether it would fit through my front door and even offered to provide measurements. The salesman reassured me this was not necessary and said the delivery team “have a way of bringing them in” and that it would fit.

On delivery day, it did not fit.

After cancelling my appointment and waiting at home, I was left without a sofa and now facing possible dismantling, which I do not believe I should be expected to pay for given the reassurance provided at the point of sale.

To make matters worse, when I rang the store to raise my concerns, the lady I spoke to (who I believe was called Sari, although she refused to spell her name) was rude, abrupt and unprofessional. She told me she “doesn’t get paid enough to deal with this” and that it was “not her problem.” That response alone speaks volumes about the level of customer service. All they care about the sale but no after care !!!! Save your money and go to dfs or anywhere else but here and avoid that lady sari who’s so abrupt and lacks any customer service skills

The delivery was great the driver were outstanding
But the lead up to the delivery was appalling I explained I need end of Feb or in the afternoon as I would be at work
First text to say they were coming so I got rid of my old sofa to be then told it wasn’t come for a couple more weeks
I was given a new day which I was working I told the store more then once ended up having to work the night before so I could be here as I was given a morning slot
This just don’t work and it seems that once you have paid your deposit in one will help
I have asked for head offices Email yet was told it would be sent to the store I am glad it is over so much stress
But as I said the drivers were outstanding

Pleasant staff all round. Delivery drivers on time and efficient.

Polite and effective

We received our furniture today from a very friendly, professional team. First class service. Many thanks Chris and Mark.

Kind regards
Selva 14/01/26

purchased a sofa from ScS Thurrock for over £4,000, and I’m extremely disappointed with the after-sales customer service.

A few days ago, I tried calling over the weekend but the phone lines were closed. I then asked a friend to visit the store on my behalf to speak with the sales advisor who originally helped me. To be fair, he was helpful in person and advised that instead of a refund (which he said could take a long time or may not be received promptly), he would amend my finance agreement so the amount would be added to my deposit. He also said he would call me on Monday — which never happened.

Since then, I have been trying to contact ScS by phone all day. I selected the option to hold my place in the queue, yet hours later I still haven’t spoken to a single person. This level of communication is unacceptable, especially for such a high-value purchase.

If I do not hear from someone at ScS within the next couple of days, I will be cancelling the finance and refusing delivery of the sofa altogether. I also purchased the extended warranty, but this experience has left me very concerned about how difficult it might be to contact anyone should I ever need to make a claim.

Very disappointing after-sales service and not what I would expect when spending this amount of money.

Delivered ahead of time by Josh and Joshua. Installed and tested in a friendly and competent manner. Very pleased with the item including service received when purchasing and delivery

The whole experience was excellent from the helpful staff at Lakeside to the delivery guys who delivered and assembled our sofas with great care and expertise.

Punctual polite and friendly your 2 operatives Perry and Taylor done a first class job in installing my Sofas in difficult circumstances due to the tight space constraints in my narrow hall way and door lounge door opening , I was completely satisfied with the service provided

We weren’t looking for sofas but, found these & decided they were right for us.
After having looked elsewhere & at sofas double the cost, these are stylish, extremely well made, but most of all a durable easy clean material.
Great in store experience & the sofas arrived this morning, (before Christmas as promised).
I’m absolutely delighted with them.
The delivery guys Alex & Travis were absolutely lovely. Professional, friendly, went above & beyond expectations & are a credit to the Company.
I wish you & your families a great Christmas & a fantastic 2026!

Sofa arrived damaged. Scs in Thurrock were amazing selling and we purchased a great sofa. However didnt go too well from there. The sofa arrived today and the material on the sofa was damaged. It was damaged when it was on the delivery van so dont know who was at fault.
Thr delivery men couldn't get it through the front door so I said try the back door through the garden. The delivery guys were too quick to say it wont fit. DIDNT EVEN BOTHER TRYING!! So i said leave it the garden ill try with my wife. I have lower back problems so I had to try as rain was forecasted. My wife and I got the sofa in in one go. No issues. The delivery guys were too quick to say no and go and said they had a busy day. Some customer service. I phoned scs in Thurrock and they said I need to contact SCS online. So I've completed the necessary form for a damaged sofa, not sure how long it will take for them to contact us or how long it will take for them to rectify the damage. With Xmas coming i take it will take longer than anticipated.
Some pointers to take from this, SCS change your delivery company, use a company that actually want the sofa in the house.

The guys that delivered our furniture where really helpful, polite and considerate. Was highly impressed with them.

Great experience from start to finish. Ukeme at Thurrock gave us space to browse but was on hand to answer our questions once we had made our decision. The order and IFC was processed quickly and efficiently and delivery times and procedures explained thoroughly. Goods arrived when expected and the delivery team kept me informed throughout. Very happy with my SCS experience.

From saleroom to home setup it’s been terrific!
Our recliner chairs are perfect.
Delivery was good with text the evening before & a phone call telling we will be approx 30mins.
The delivery men were respectful of our property, cheerful & the set up done quickly & they left no mess. Would definitely recommend.

I brought my front room suite from SCS the salesman was extremely helpful, knowledgeable and professional no hard selling. It was delivered today nice and early and the delivery guys was very respectful of my property and very professional making sure I was happy before they left. This was my first time buying from this store and my experience was top class.

My experience purchasing my new sofa from SCS was very good. The salesperson was very attentive and showed us all the options that fit our budget. Regarding the delivery time, I think it's a bit excessive, with 60 days for delivery, but I understand that it's a product that comes from abroad. The delivery was on time and super smooth, the delivery drivers were careful and quick, and I didn't have any issues to report.