We are waiting for an engineer to visit as the 3 seater leather recliner we ordered doesn't line up at the back
Also gaps at each side where the arms pushed in and are loose fitting

As I said previously friendly and professional staff everything was very smooth

If you want a sofa do not shop here.
Received a 3 seater sofa in 2 parts a few days ago with a broken frame and faulty 'buzzing' recliner.
The delivery team were amazing, polite, professional, and personable, and as they unwrapped the sofa took photos as well of the damage.
It is stressful as a customer to spend over £1.5k, wait months to receive a faulty product and receive no accountability from the company.
A sofa engineer is coming in 2 weeks, and the faulty frame would take 6 weeks to arrive.
Went in store to talk to the store manager who was dismissive and defensive- I calmly explained what happened and that it was upsetting as a customer with an expensive purchase- only to be told 'vent at me all you like' and 'you can scream and shout at me'- I talked normally, and did not vent- I have never received such awful unprofessional customer service- we have shopped at crystal peaks, wren kitchens, oak furniture land, and bensons for beds, and this is the only terrible local experience I have had. They said it was 'the Italians and after care team' that deal with this so we thanked them for their time and left the store.
I would expect any company that cares about their customers to offer a refund for a faulty product- but now we have to leave a large faulty product we do not want in our house until an investigation that benefits their systems is completed , but at the cost of inconveniencing us- my partner will have to miss another day of paid work. I am shocked that there are countless discounts in store but no compensation or discount over distress and inconvenience for spending on something we will not have for potentially extra months if a replacement is needed- I would rather have the money back as this is not the product I have paid for and I would rather buy a sofa elsewhere with better aftercare and customer service.

We spent over £1600 on a "new sofa". It did not arrive when expected, but we rearranged our plans to accept the delivery. When it arrived the moving guys were helpful, however, they identified that it was broken underneath and couldn't connect. So we have been stuck with two disjointed seats which slide and topple over easily. One is clearly uneven. Additionally we paid extra for the reclining feature, and this mechanism is broken on the sofa too. It is a suspected fire risk. They said they would escalate the repair process and send someone around to fix it, however, it is scheduled to take 3 weeks for someone to come and inspect it and longer for someone to get the required parts to fix it. If they need to replace it it will take many months longer. Please keep in mind when ordering from this company that the items (seemingly from these reviews) often arrive broken, wrong, or damaged and it will take months to rectify. Even worse, they do not offer any compensation for this they just expect the customer to bear it.

We went into this location today, after numerous phone calls, to speak to the manager. The manager, Lee, was uncaring and did not offer any help whatsoever.

I would highly recommend avoiding this company, and I will be avoiding SCS as a result of their partnership.

Staff friendly and welcoming and available if you needed anything

Friendly staff, shop easy to access,staff ready and willing to help when required.

Very good service all round except I would have liked to be given the option of having paperwork instead of just emails which take ages to wade through

The young man was very helpful left us to look round at our leisure which we like but was there straight away if we needed any assistance a good experience Thankyou

Lots of choice and got a good deal on a two-seater sofa. Knowledgeable and funny staff. What more could one ask. Would recommend.

The store assistant was very helpful and showed good customer service. He explained everything about how the order will accepted, delivered and about the warranty.
Thank you.

Very good experience x really friendly helpful assistant

Me and my partner had a lovely experience at the Drakehouse store. All 3 staff members greeted us with "ciao!" at the door and Darren showed us to the sofa we chose online and patiently helped us choose a fabric after we realised we didn't actually like our original choice. We did have to go back home to get some measurements but we liked Darren so much that we asked for him when we went back the next day :) great service!

Very informative help and guidance throughout the process and the staff were friendly and relatable.

The sales part wasn't to great, found a fair few add on's to the bill. The sales man, speak very fast and just add loads to the bill, Once we checked it, told them if they weren't removed we would cancel the order. They tried to tell us, we couldn't, we said just try it, the manager,tried to blame everyone, won't take the blame, for miss selling, but blames his staff, We were then told we would get a £50 gift voucher, not seen that yet. But we will get it, trust me Once this was sorted. We had a date for delivery, it came on the date and time that was stated. We heard lots of nightmare reviews, but all went well. Love our sofa.

Appaling level of aftersales service and no accountability is taken for an order placed incorrectly by staff in-store. I placed an order for a sofa in a very specific grey colour due to having a dog with dark fur. I checked the fabric in store and checked again on the day of ordering with the person who placed the order (Callum I beleive) and when the sofa arrived over 2 months later, it is a light stone colour.

Having been into the store to explain this, where I clearly showed the colour I had selected, my claim was completely dismissed as me ordering the wrong colour code. On the website the colour code on the order form looks nothing like the actual colour, as well as the sample colour on the order form being the correct grey, not the light stone of the sofa delivered.

After having the matter escalated to a manager, they had no interest in attempting to resolve this and pushing it back on me as ordering the wrong colour code, when I am not the person who entered the order, being staff in-store and I cannot know all of the colour codes, particularly if the sample colours are completely incorrect online and on the sales order form.

I am now left with a sofa costing over £2k in the wrong colour and no support being provided or any attempt to resolve the matter. Regardless of a new brand name, it's the same old mistakes being made at ScS.

The delivery drivers were brilliant, they asked for us to put something on carpet for them to enter. Really polite and helpful. Knew what they were doing from start to finish.

What an appalling customer after care service you have SCS. Not quite sure how you can justify delivering a sofa and 2 chairs in different colours and different texture leathers and tell me there is nothing more you can do as your staff ordered what we asked for. Something has clearly gone wrong somewhere along the production line and you are taking zero accountability for it. I’d advise anyone to avoid this company at all costs.

I ordered my sofa in early November and it was due to be delivered on 21/01/26 and 2 delivery men turnd up. They came in and made a load of excuses saying it wouldn't fit they had not been provided with protective bags and said it would not dismantle. They never even took it out of the boxes .they left and said for me to contact to have a new delivery date, even though they knew I had no furniture .I contacted scs and was told that the manager was too busy to speak to me. I made several calls to both the store and the distribution centre and each 1 saying i had to contact the other party. Eventually I got a date for redelivery the earliest date they could redeliver was on the 27/02/26 so 6 days without any where to sit. Hats off to the new 2 delivery men they worked hard and got my sofa in. They could not believe the previous men had not even tried. I would not recommend ever buying from scs it seems once they have your money they do not care.DO NOT BUY FROM SCS

The delivery crew on the day were excellent and deserve 5-stars. However, I received a txt to say that the delivery would be sooner than originally predicted. On the day before the allotted delivery, no txt or email were received so we waited in from 7am to late evening but no delivery appeared (bear in mind this was the last Saturday before Christmas, a prime shopping day!). We were not told that the delivery would not be happening. On contacting the delivery team they apologised and said someone would get back in touch to let us know what was happing, which nobody did. Contacting ScS themselves seems an impossible task. After waiting on hold for ages I selected the phone back option. ScS called back 2-days later but only allowed the call to partially ring once before disconnecting, effectively clearing me form their que. This happened a couple of times until I was finally directed to a voice mail, where it promised someone would get in touch, but no such look.

So 5-stars for the delivery team and 1-star for ScS' customer care performance.