I raised the below complaint on 6th January.
I have made two further calls and been promised a call back from both the warehouse and the store.
As expected I have not been contacted.
This is another example of the poor customer service my parents have received from this company.

My parents moved into a new apartment to accommodate my dad who was diagnosed with bladder cancer.
They moved in May this year.
I visited your Solihull store with my mother and placed an order for a new sofa in March.

The sofa and chair was delivered on 8th May, to this date the sofa and chair has had to be replaced 3 times due to being faulty.

This has caused my parents an enormous amount of stress especially with their current health issues.

The third replacement was delivered and I had a call from my mother who was extremely distressed with the delivery experience.
Which left my mother in tears.

This has caused me to finally raise a complaint, to treat vulnerable people in their 80s is not acceptable.

There have been missed deliveries.
Cancelled deliveries due to an admin error where my mother was asked for payment when was paid in full.
Rude unhelpful delivery person.
Unnecessary stress.
Damage to a key by the driver.
And ultimately two faulty sofas and chairs.

The delivery guys were spot on couldn’t be happier about the delivery guys, they were polite and respectful.

Received text & phone call to give approx arrival time, which was kept to. Sofas placed in position requested, reclining function tested before departure. Quick & efficient service. All good.

Great service, kept fully updated all through, very helpful and polite delivery crew, highly recommend

Good delivery but not good communication of payment of sofa so delayed delivery and marks on sofa when delivered but overall nice sofa

The delivery men was first class very respectful thank you.You done a marvellous job 👍👍👍👍👍👍🏻👍🏻👍🏻👍🏻

Showroom visit was really useful to see the styles, sizes, functionality of the sofas. Staff were helpful and not pushy.

Delivery took just under 12 weeks and slightly ahead of schedule but you're given estimated delivery times before you buy so whilst long it was not unexpected

The delivery team were great. Communication was very good with calls to update on ETA in addition to texts and emails about it

Installation of 2 power recliner sofas took just a few minutes and I was left with care instructions and cleaning aftercare gear

Very good service 👏

Kept me informed of delivery date,day before notified me of time slot,morning of delivery rang me to say they would be with me in 30 minutes.3 man crew,very professional and helpful.

Our brand new sofa has been delivered the delivery men were lovely but my new sofa is damaged the driver took pictures we were so excited for our new sofa

Helpful store staff,wide range of sofas to choose from. Good quality.
Delivery was on time ,great communications so we knew exactly when to expect the delivery. The delivery guys were great, very efficient , protected our hall floor and generally took care in the delivery and setting up. Good job.

Great communication from everyone Our furniture came on time as promised The delivery guys were great very professional friendly worked very quickly and now we have a very comfortable three piece suite great service from SCS start to finish

10/10*
Very happy with delivery guys, kept me informed and sofa came a few days earlier then we thought it will.
They phoned 1hour earlier before they came.
Highly recommended.

Helpfulness of shop and delivery staff. From start to finish was professional and helpful, as well as the multiple prompts about delivery to keep me updated and being able to track the truck. Even the delivery staff calling an hour beforehand to inform we they would arrive within the hour gave a personal touch despite also being able to track the truck. Once placed they not only got rid of the rubbish but asked if I was happy with the placement before finishing. Made what has the potential to be a stressful experience an easy one.

After being lured by an advert for a sofa, I drove up to Solihull to check out the furniture in the flesh before committing to purchase.
It turns out that the £799 Sale price is only for ex-display models. I wanted two identical sofas, and they told me it wasn't a problem because they could get another from a different warehouse.
They then said that there would be a £119 delivery charge, but they could waive this charge if I gave them £159 for a 5-year care plan.
They said delivery would be "about a month", so I made the payment and home I went.
When I looked at the website to track my order, I noticed it said 'Free Delivery' anyway!
I was unable to track my order on the website, the 'live chat' help feature wasn't working, and they don't reply to emails! I've tried many times, and someone once replied to an email by phone several weeks later. I think maybe they don't want to put anything in writing.
I've tried for hours ringing their national helpline, and usually after one or two hours on hold, I usually give up.
There's a callback feature, and in my experience, someone usually calls back between two to four days. They must be really busy.
Customer support was actually really helpful; they were very sympathetic to my problems with the erroneous delivery charge and the care plan that I didn't really want, and they immediately offered to refund the difference. They said that it may take a few weeks to receive my refund, as it would have to be approved in Italy.
After feeling reassured about my purchase, I waited for the delivery of my new sofas. Days turned into weeks and then months. I started to feel like I had been ripped off. After almost three months, I was finally given a delivery date. They even sent me a link to track the delivery driver. I disposed of my existing furniture the day before delivery, and then I waited patiently and tracked my delivery. On the afternoon of the delivery (the tracking app said one more delivery before me), the driver phoned and said he couldn't find my furniture in his van.
They said it may be another few weeks before another delivery slot is available.
So now I have no furniture at all to sit on, and I have to go through the process of trying to get in touch with customer support again.
Support was again very helpful, and somehow managed to arrange another delivery the following week.
This time, the tracking said I was the next stop at around 11.45 am, and the van finally arrived at my house around 5.30 pm. (It travelled 25 miles in almost 6 hours!)
When they arrived, they found that one of the recliner transformers was missing, but thankfully, customer support went above and beyond and sent me a new one in the post a week or so later.
They assembled the sofas incorrectly, as I noticed a gap in the middle of one of the recliners, but I managed to correct this myself.
On further inspection, there was a scratch on the leather armrest and also a scuff on one of the lower corners, where it looked like it had been dragged against a brick wall. I can live with the scratches; they're not too noticeable if you don't look for them.
To be honest, I was just happy that I'd finally got some new furniture to sit on.
(Purchased and paid for in January - delivered in April)

6 months on and I'm beginning to regret my purchase. The one sofa creaks like an old ship; it has become uncomfortable to sit on, and I'm thinking that it probably won't last 12 months.

I assume that the people in Solihull were unhappy with me contacting customer support. Perhaps they were mad because they didn't get their commission from the 'care plan', which customer support refunded me.
They were probably responsible for the structural damage to the sofa, the extended delivery time, etc. If this is not the case, the only alternative I can think of is that SCS furniture just isn't very durable.

My advice to anyone thinking of purchasing from SCS: Go to a warehouse/showroom to try out the sofa you're thinking of, but go home and buy online.
You will get a much better deal online and not be forced to pay extra for stuff you don't need.
The people in the showrooms are clearly only interested in their own commissions and aren't there to give you a good deal.

Customer Support is helpful when you can finally get in touch with them - but this isn't as easy as you would hope.

Scs solihull staff were great, could sell ice to Eskimos. Sofa was fine for first couple of years. The company we had cover with didn't seem to think the leather peeling from various areas of both the three seater and two seater was or should be an issue. So for the poor quality and lack of decency or the cover company they have lost the return custom of myself and a fair few of our family members. I'm not going to fight it with them as advised by trading standards so will avoid future business and steer others away to save them the same disappointment. Shame really as such a big company couldn't solve such a small issue.

Craig and Ben kept me informed prior to their arrival, they phoned me about 20 minutes prior to arriving. Everything was taken care of from handling to placing to removing of rubbish. Super speedy and no issues at all

ScS messed up so many times over the past few days it's hard to give them the benefit of doubt. Firstly they used my billing address instead of my delivery address for our sofa, we called them to let them know they'd made a mistake the day before, and were reassured the right address was being used now and we would receive our sofa. Upon delivery day the tracking is still showing the wrong address and didn't arrive at our home, we called
again to ask what went wrong, especially since they'd told us it wouldn't be an issue. The manager on the phone then blamed us for not trying to change the address sooner (even though it was their mistake,and we had no idea they'd made it until the day prior to delivery) we asked if the delivery driver could come from the billing address to the delivery address (2 minute walk away) they told us no and that the delivery would have to come on another day even though we had booked the day off from work to receive the delivery.
Management didn't seem to care that they'd caused us problems and again tried to insinuate that we should have sorted this out earlier (Our email confirmation of our order had the correct delivery address on it so how were we supposed to know). The sofa finally arrived 5 days later after rearranging a date with the management, as a gesture of goodwill they also offered to refund us the delivery cost of the order (£119) however as of right now I still haven't seen any money refunded back into my account. This delivery was absolutely the worst customer service I've ever experienced, we won't shop with ScS again and would recommend everyone avoid the shop to prevent headaches and disappointment.

Excellent delivery service! The sofa I ordered, in theory, should have fitted in through the front door and up the stairs. I had to remove the front door handle and an internal door, but the guys that delivered were excellent and very professional. They had clearly done this many times and nothing was too much trouble. An absolute credit to their company.

First I saw the van arrive and then pull away, I was sure that I hadn’t heard them knocks the door. I panicked then trying to ring customer services but I couldn’t find my order number. Ten minutes later the door knocked and it was the guys coming to deliver my sofa, I asked them what happened and then they said they had the wrong address ??????

Anyway they bought the sofa in and the driver discovered there was no power adapter to enable my sofa to recline (the sofa was an x display so it had come straight from the store). The driver got on the phone to arrange for me to get said adapter. Then after I’ve signed to say there was no damage and that i received my order I noticed that they have scratched all my floor. So safe to say I’m no happy