Excellent service from the whole team

I have ordered custom made sofa in October 2025. Got it delivered in Fabruary 2026. Once the furniture got delivered I have noticed the backrests being very visibly not in line (both vertically and horizontally) with the seats. I have filled the online form straight away reporting the issue with all the photos etc. They sent the technician, who came over, checked the issue and stated he could not do much as this is the manufacturing fault - backrest lever was fitted off line comparing to the other one. He tried if the bolts are fitted well and that was it. Few weeks passed, no email, no phone call from ScS. I decided to give them a ring. I was told the complaint was closed and that the technician has fixed the problem. That of course was not the case and they told be they will check it and get back to me. I waited a week - nothing. Zero attempts of contact. Called them again, April the 8th - I got provided the link I have used first time to report the issue... Filled it up again and sent through, but I expect exactly the same going in circles experience. What a joke.

Found the service a bit confusing. Popped in to the Pontprennau store but couldn't order because of a medical issue. I did see a sign on a sofa I wanted saying 2 week delivery, when I ordered online the next day, I was quoted 3 1/2 months in a follow up call from SCS. I bit the bullet but then they found one in their distribution centre and received it within 5 days. Delivery team were very good. I assume the 2 weeks delivery was for the display item, but a lady sales exec did confirm it was only 2 weeks, not mentioning that most sofas are made to order and take longer.

If I could rate 0 I would! We purchased a sofa in store on 27th November 2025, and the sofa we purchased and paid the deposit for had both power recliners and charging ports. Further to 6th March 2026, our sofa got delivered and it arrived with no power recliners or charging ports, but everything else to suggest it should have. Even the delivery people questioned why it hasn’t got the power ports.

We then visited the store on 7th March to try and get this resolved, and the store manager was very condescending and also very dismissive of the problem, we were told it’s our fault and that they will not be doing anything at all about it to resolve the issue. We have now been left with a sofa we did not order and no sight of it being resolved.

I will NEVER purchase a sofa from ScS again, and I will also be advising every I know to not look at purchasing one from here. It’s a lot of money to lose out on when you don’t get the product that you ordered and are very excited to receive.

I have emailed customer services to try and get this resolved as the store were not having none of it.

Super disappointed and upset.

Delivery guys were very polite and efficient. They delivered and built two sofas in less than 20 mins. I had prepared for a much more drawn out process and was happily surprised

Thank you David & Charlie for excellent service this morning delivering our furniture. They rang to say Joe long they would be and when they arrived removed their shoes before coming in. Very quick service and cheerful guys.

The men were very helpful and very quick with assembling in the sofa.

From start to finish the series has been superb

Sofa and chair delivered on time and drivers were very polite and helpful, unfortunately when they were trying to get sofa into longer they accidentally hit a door covering off the door next to the lounge they got a screw driver and replaced it.

All the staff involved in buying & delivering our sofa have been brilliant. No hard sell, but good advice to help us choose, full & accurate info given, kept up to date with delivery dates & times, and the delivery was completed in a few minutes (a 4 seater sofa too, hardly tiny!). Really happy from beginning to end, 5 star service!

Excellent delivery men, courteous and respectful of our home. Took time to demonstrate workings.

From start to finish Julie from Cardiff Gate was absolutely amazing spent a lot of time helping me to pick what I was looking for and the delivery boys were so clean and carful with the suite I was very happy with all of the experience Thank you so much I will definitely recommend . Wendy from Merthyr

Good communication. Confirmation of broad delivery time day before and a more accurate slot advised on morning of delivery. Driver rang about 15 minutes before arrival. Two man team (Gabriel &Cristian) were quick and efficient and used a protector mat to avoid marking the carpet. Very pleased.

Excellent!!
From my order to the delivery everything was faultless. Thank you ScS for making everything so effortless. I would also like to thank the Delivery men who were brilliant. Keeping me informed exactly when they were coming and treating both me and the new furniture with respect.

Ordered our sofas back in August 2025 and explained we couldn’t take delivery until January 2026 which wasn’t an issue.
Arranged delivery in early January for today 13th and we were kept informed of delivery by means of the tracking link and messages of estimated time slot. Delivery was completed by two gentleman Andrew and Huw who were polite, professional and treated our home and us with respect. Took all packaging away with them which was great.

Kept up to date with delivery date and time. Two very pleasant young men assembled the sofas and put them in place. Explained mechanism for recliner. Removed all packaging. Very professional service.

First message had us waiting in all day and then the date was changed. However the second date the delivery went very smoothly

Great delivery service from excellent thoughtful staff. Very happy excellent service

Delivered as promised.
Helpful sales staff.
Pleasant and afficient delivery.

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.