Advantages You get a new sofa. Eventually.
Disadvantages Bad customer service; long wait for delayed delivery; difficulty in booking repairer if anything wrong with item; overbearing sales techniques
|Type of Product||Sofas|
|Price of Product||£1235|
|Value for Money||Poor Value|
|Wide range/choice of products?||Reasonable|
|Helpfulness of Staff||Unhelpful|
I've worked out what ScS stands for: Shoddy customer Service. How could I have been so stupid as to not realize this and actually spend a lot of money on a sofa from them? Silly me.Seriously, I would like to warn you to be wary of buying from ScS (at least in Stevenage, which is where I draw my experience from). Here's my analysis:
Spacious store on a retail park (Roaring Meg, Stevenage), decked out like many different little living rooms in different colours. Ferocious heating in patches (so you can't really sit on the affected sofas for long) as it's pumped out from the warehouse unit's roof in big pipes. We walked in and it must have been a quiet day (despite being a Saturday) as 3 sales assistants (all men) followed us around as we browsed, each lurking at a distance at different angles from us, as if circling their prey (I now realize they actually were!). We turned down offers of help and said we were still looking, then approached one of them when we had questions. He was informed (told us the fabric of the sofa) but didn't have the swatch book for that particular sofa as it "had been lost a few weeks ago and hadn't turned up". Good job we liked the colour it came in on the shop floor then. He lent us his measuring tape, which was helpful.
Well, that title is hopeful. Delivery didn't happen before Christmas. Remember we ordered in early November (06/11/06)? Mid-december we got a call from ScS Stevenage's manager to say that delivery was delayed due to problems at the manufacturers' end and it would now be in mid to late January. He gave me the option to cancel, but we were set on that sofa as it fits in our awkwardly shaped room, so I didn't. I asked what he was going to do for us as compensation, and he said he'd throw in a few bottles of wine (cheap, vinegary plonk no doubt). Not good enough I said, so he waived the delivery fee in addition to the wine. Said his customer services would ring me up tomorrow (it was the end of the day) and take my card details for the £35 refund. OK, said I.
Next day: no call from CS. Or the next day. Being a busy person, earning money to pay for the sofa among other things, I finally rang them back a week later asking for my refund. Had to go through the whole rigmarole of them getting the store manager again to confirm, then they did the refund.
This occurs, finally on January 18 (that's nearly 11 weeks since ordering). I wait in, not very hopeful given past form, and lo and behold get a call around midday from the delivery men to say they'll be there in 45 mins to an hour. Wow. First thing that's gone to plan.
Sure enough, they turn up near to 1pm. They install the sofa and armchair (had to take off a door to do so but they put it back on ok). I notice a small tear in the material on the corner settee. They tell me to sign the form (which has a small questionnaire about the standard of service the delivery guys gave - perhaps the stores should employ this tactic as then their service might improve) and to note on the form what the fault is, then ring the store to book an upholsterer to come to fix it. If it can't be fixed they'll give me a whole new replacement settee.
I was impressed with the delivery guys - pleasant, prompt, and did their job (as have all other delivery people I've experienced, from several other companies, I have to point out).
I am looking forward to having no more dealings with ScS, I can tell you. I really felt that in all communications with ScS Stevenage, they didn't care whatsoever about me as I'd already committed to purchase. I think they must be on commission and that's all they care about. I am pleased with the sofa itself, now that it's finally arrived. I wish though that I'd just cancelled before Christmas when they told me delivery would be delayed and gone elsewhere to save the stress of having to deal with them periodically from that date.By the way, I never received the promised wine.
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