I've drafted a Trustpilot complaint that clearly outlines your issues with SCS. The review emphasizes the key problems: the faulty sofa, cancelled inspection, the discontinued item situation, and most importantly, the shocking lack of response despite your 15 attempts to contact them.

Feel free to adjust the tone or add any additional details before posting. The review is structured to warn other potential customers while clearly documenting your experience.

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Very nice service

I was kept regularly informed about the progress of the delivery team, which made life easier.
They quickly installed and put together our new sofabed and, at all times, were polite and professional.

The sofa was great in the shop, received on 28th Jan 25 and its only October 25, cannot clean easily. The fabric is fraying and large holes appeared on two cushions.

Excellent purchasing experience with Mo! I highly recommend working with Mo to help find the right piece(s) of furniture for your home.

Thank you to scs and also the delivery team was on time and also very quick to install my sofa thanks guys

We had an amazing experience with SCS.
Lenos, helped us making sure that we pick the right sofa. From purchasing to the receiving they were within the agreed timeframe. The delivery guys from Bonaci were super careful with the furniture and assembled it in seconds.

Overall I am very satisfied with my purchase.

Since this is the only way to get anyone to respond to any kind of communication as it's public.... SCS sofas have once again outdone themselves by not responding to emails and asking us to contact the branch we bought out sofas from to ask them to cancel the order. We turn up at the Staples Corner store in London to find that the store is closed down and empty! LOL. So SCS head office isn't aware of this obviously!!! All we want is a full refund for our order and to cancel it. ENOUGH IS ENOUGH.

Service in the shop was very helpful & informative, explained the different mechanisms of the sofabeds. It was a long wait for the sofa to be in stock/notification of stock - 2&half months, not the 6-8wks advised. However, once in stock the information and delivery process was very straightforward and efficient.
The delivery crew were very pleasant & efficient at the end of a day of deliveries. The tracking link was helpful as times were adjusted on the day.

Absolutely first class from instote visit to delivery and set up
Great delivery team Aaron and Sean arrived on time and took great care.

Evening Beth

What a surprise customer service was meant to call tonight to discuss my parents faulty sofa.
No call to myself or my parents 😢
We are not surprised, ongoing since 18th March, no help from store or customer service 😢

Such terrible customer service

SCS Social Media get your act together. Daughter (my 3rd contact) was told by the above that the store manager of SCS Staples Corner would be in contact to sort out problem. What a farce he'd hadn't heard from them and guess what HE CANT HELP!! Emmeria man came and told me sofa was damaged, needed mending, why would I want a BRAND new sofa mended when I didn't cause the damage. Was told BY SCS Manager at Brent Cross that they no.longer deal with the Company that my settee came from. So why did they sell me sofa that would no longer being continued. I just want rid of the mis-sold sofa A.S.A.P. and my deposit returned.

Very good experience Sales person Jaquan was very helpful was patient while we tried different settees. And was not pushy or impatient was very pleasant .

The driver called as promised. The delivery of the chair was speedy and very quickly assembled. The delivery men were polite, courteous and efficient . The chair is as we ordered we are very pleased with it. Thank you

My sofa arrived 28th February, after 3 days I sent an email to customer service with pictures attached that my sofa was in a bad condition. After a month, I was finally able to talk to someone on the phone after sending emails and emails and attempting to get hold of them on the phone. They sent someone to check the sofa and he agreed the sofa is not good and can't be repair. I just want my money back and SCS to come and collect this sofa from my place. I'm pregnant, and I can't stress about stuff like this.

If you are reading this message, DON'T BUY FROM SCS.

Should have gone to DFS, SCS SHOCKING customer service. We were mis-sold a 2 seater sofa bed with scatter cushions which we DID NOT ask for. Sales Assistant told us the scatter cushions came FREE with the settee.So we took them because he kept on about them, little did we know what troubled layed ahead. The sofa bed we sat on and ordered had a standard back (TWO) cushions Also there is damage to the back of the settee leg!!

Was on time the two men were very helpful put everything together with no fuss it. Completely painless from start to finish.

Mohammad was very informative and helpful. Will definitely recommend his service if families and friends would like to purchase sofas ar SCS

Purchased an end of line two seater sofa and a matching chair from Staples Corner store.
Mucked about on delivery from store agreed timings, ScS wanted to use third party (mates?) with store cancelling my delivery fee 72 hours later (£119.00 credit card) and forcing me to use cash in hand of £110.00 ????? Very dubious.
This meant I was away when items delivered late to wifey.
On my return, I discovered one of the item's seat pads (the single seater chair) had been "swapped" out for an inferior one made of lightweight fibre (this pad was for a three seat sofa from an cheaper range and labelled as such)....there was no ambiguity about it, as I unzipped the chair seat in- store at purchase time and saw what was in there....Firm foam pad (a buying choice requirement)
Several mails online about this went unanswered over eight-nine days, so returned to store with my evidence (namely photos showing a completely different item model on the interiors)
Manager dismissed this out of hand saying our word against theirs, they had no counter proof themselves to the contrary and no CCTV of the whole episode at purchase time ( testing it, sitting on it, looking at interiors etc) quelle surprise. Not interested in the evidence we had submitted or the balance of probabilities argument- who on earth buys two MATCHING identical items from the same range where one is markedly different to the other on a key specification?....only a complete and utter eejit.
We are talking about a bit of dense foam here that they implied we were trying to "thieve" after the sale or nefariously "upgrade" .....Jesus wept!

Credit card company has told us to reject the whole order (an escalation) over what we originally sought- a swap back the standard cushion for the range , same as the two seater we had bought on the day and tested and seen instore.
We await pick up, following a formal letter of complaint now sent to HQ and the Ops Director Mr. Steve Carson. Failing that, will run it by the Furniture & Home Improvement Ombudsman for a considered view.

Update:
Just heard back from the Actual Manufacturer LEBUS Upholstery- Who confirmed that the range Purchased never ever shipped with Fibre Seat Pads as an option or downgrade. Also supplied useful Information (in case of ombudsman/small court claim) about the Fibre Pad seat I did receive-which is at odds to what the Manager Carl told us when "challenged"
Thankfully, I recorded this conversation.

Strange, how the replies
from scssocialmedia team, only come now when the REVIEW goes up, and after being told "matter closed"

Josh Sent details, yet no acknowledgement as yet 48 hours later, seems that ScS only gives a stuff when bad reviews go in and only then mere lip service to make it look like they can be bothered.

Sale Invoice: S0058-1000192090

With that Invoice, you can do the legwork into the complaint and issues raised.