We ordered a leather Recliner chair and Recliner Sofa from ScS in Ipswich on 8th January 2026. Our experience is detailed below:-

I am writing to you in the hope that there will be someone in your Organisation who has an ounce of decency to listen to and to assist an unhappy customer!

On 8 January 2026 My husband and I ordered a recliner chair and sofa from your ScS Ransomes Europark, Ipswich branch. We paid a cash deposit of £700 and the balance of £1,611 a few days before delivery.
23 April 2026 The Suite was delivered and it was immediately obvious that there was a problem with both the chair and the sofa as follows:

The chair is leaning to one side.
The chair has loose stitching on seat of chair with a hard lump under it.
The sofa has a 3 inch gap between the back cushions.
The left-hand recliner has lumpy padding on leg rest.

This is unacceptable in a new, just delivered Suite from the manufacturer.

On 24 April 2026 I visited the ScS store at Ransomes Europark, Ipswich and spoke with the Sales Manager Simon. He did explain that he was not supposed to talk to me because they didnt deal with Aftersales. He contacted his Head Office and asked for advice and an Inspection.

On 8 May 2026 an Inspector from Emmiera visited our home. He agreed that the chair did look out of shape. He did measurements and took several photographs of the furniture. He said that perhaps the floor was out and when he measured, said no it was ok. He then told us that the chair was ok, the sofa was ok and that 'handmade furniture has its own little quirks and allowances had to be made for that' My husband and I disagreed with those comments. He then asked us to sign and say we agreed with his Report. We refused to sign his Report because we did not agree with his findings.

On 9 May 2026 I again visited the ScS Store in Ipswich and complained to the Sales Manager Simon about the Emmiera Inspector's finding. Simon asked me for a copy of the Report and I explained that I was not given a copy. He said he would immediately contact Customer Services and ask that a Report be sent to me and my husband. He assured that a Report would be sent to us within 48 hours. After waiting for one week, no Report was forthcoming from Customer Services.

I contacted Customer Services online and finally received a copy of the Report.

We both felt that the Report did not correspond with the verbal Report and was not factual. In fact, a few of the photographs looked as if they had been altered to make it look like the chair was normal and not leaning to one side. Waiting for contact from Customer Services.

On 20 May 2026 I contacted Customer Services by telephone and spoke with Brad. I explained the nature of the complaint and after he looked at the Report, he said someone would call me on either 21st or 22nd May 2026 regarding another Inspection. We received no phone call.

On 25 May 2026 I received an email telling me that:- you had carried out a thorough review of the information you provided. After careful consideration, we are sorry to let you know that we are unable to uphold your claim as we found no manufacturing fault with your furniture that would be covered under the terms and conditions of your product’s warranty.
The reason for our decision is as follows:
Our review found that the furniture has not been maintained in accordance with our Care Guide, which forms part of the warranty conditions under section 11.2 of the terms and conditions.
For your reference, the relevant section of the terms and conditions is included below:
11.2 The usual warranty does not apply to any defect in the products arising from wilful damage, abnormal storage conditions, accident, negligence by you or any third party; any commercial or institutional use; your failure to follow our instructions contained in our Care Guide or any instructions given with the product; or any alteration or repair you carry out without our prior written approval.
We understand this may be disappointing, and we want to help where we can. We've attached a copy of your Care Guide — following the advice inside will help keep your furniture looking and feeling its best for years to come.
We hope this explanation is helpful and provides some clarity on our decision. If you have any further questions, please don't hesitate to get in touch.

I have since been back to the store and was told by the lady Store Manager that the Sales Manager was in trouble for helping me! Extremely good Customer Service - NOT!
I'm rather tired of all the back and forth nonsense now and have been left with no alternative but to take legal action!! This should not be the case. Shame on you ScS!!

Boys were very pleasant , sited sofa where I wanted it, no problems and I'm very happy with the service

The staff were extremely helpful and knowledgeable.
We were assisted by both Harry and Simon who were both helpful and not at all pushy. the price was also very resonable. Our new suite is still awaiting delivery, but if it's as good as the one we tested we'll by very happy.

They arrived promptly and were very polite and friendly, they did the construction of furniture brilliantly.

Great service and the salesman was very knowledgeable

Good product on display. Efficient sales staff

From the sale to the delivery was very good and the actual sofa is very well made

Efficiently delivered, running late, but called with revised eta

The store layout and the lovely smell when we entered!! Very friendly and non-pushy staff, good prices and choice was excellent. Hadnt gone into buy but ended up with a new sofa lol!!

From purchasing my sofa to delivery the experience was excellent. All staff in store and on delivery were helpful and professional. I would recommend this service and I love my new sofa.

Helpful friendly advice, took care in explaining.
Thank you

The staff in the showroom were extremely helpful,knowledgeable and explained everything in clear way, very impressed

We found what we wanted more or less straight away. Why only 4 stars and not 5 stars was we had to wait around for ages to get someone to help us.

Everything went very smoothly

Friendly staff who let us wander rd with out being pushy. Simon was Amazing and helped us with everything. We went to Ipswich store at Ransomes euro park.

There was lots of styles to choose from with great choice of leather or fabric options. The staff were very helpful, informative and there was no sale pressure. They explained the payment options, insurance and delivery schedule. I am expecting my sofa and recliner in early August

Your Staff are always very helpful pleasant and happy

Thus far, excellent customer service - the proof wiil be in the pudding when we are in receipt of our order and everything being equal if any 'issues' arise (hopefully not of course) - including ' meeting expectation of delivery time and arrangement (extremely important), the positive experience we have received, remains so. (including 'after sales' etc.)

Good understanding of customer (us) product requirements etc.

sincerely, thank you

From the moment we walked in, Bailey helped through out of perfect experience. It was so good we returned and bought another sofa the following week.
Great work Bailey, and I would definitely recommend to family and friends.

Very impressived, Simon was very helpful and knowledgeable. I look forward to receiving my sofa.
Regards
Paul Lewis
Ipswich