Farooq I.

AVOID AVOID AVOID.
Save yourself headache, stress, and money by shopping elsewhere.
Given the amount and nature of their complaints you would be forgiven for thinking it was SCS – Shoddy Carpets and Sofas.

I purchased the Sisi Italia Raphael Leather collection of sofas, unfortunately before reading up on reviews. Ordering and delivery were mostly fine but what followed was not. The quality of the sofa is not reflective of the price paid. I would have been better off going to a local store and picking something up for less than half the price.

The sofa arrived damaged owing to the leather having cuts in it. I reported this via the aftercare department and an engineer appointment was made for an inspection. The engineer visited and offered a cosmetic repair whilst stating the repair would be noticeable. I refused this, it was existing damage and not damage caused by myself therefore this was not a fair compromise. The engineer appeared very nice and understanding when talking to us but then went away and put something different in his report. The damage was deemed accidental.

I then received an unexpected quotation from SCS for replacement parts and labour for the repair. I queried this and their claim that the damage was accidental to which they said it would be sent for review. I then received a call from SCS wanting to book an appointment for an engineer to come out and replace the parts. Multiple times I confirmed with the lady that the replacement parts and labour would be free of charge with no additional cost to me to which she confirmed that would be the case.

A couple of weeks later an engineer visited my property only to offer another cosmetic repair. I had already refused this for reasons stated above so obviously refused again. So back things went for review this time to a "Senior Technician".

Following this review and completely disregarding my consumer rights as dictated by law, SCS contacted me to say that the damage being deemed accidental was their final response and that they would offer the parts free of charge but I would have to pay the labour. Needless to say I am not happy to do this for damage that was already there.

The Consumer Rights Act 2015 states that goods should be as described, of a satisfactory quality and fit for the purpose. Within 6 months the burden of proof is on SCS to prove the fault was not present at the time of delivery. SCS have not done this, an engineer employed by them giving his opinion that it is accidental damage does not prove the case. They have had multiple chances to provide a satisfactory repair or replacement. They are now in breach of contract and I am entitled to a refund. They sent me a link for RetailADR, an alternative dispute resolution service should I wish to take the matter further, but you only need to read here https://uk.trustpilot.com/review/retailadr.org.uk to learn who they are likely to favour.

I am now preparing to take the matter to court as companies like SCS should not be allowed to get away with such matters time and time again. They take consumers for mugs, happy to take your hard-earned money but couldn't care less when it comes to delivering the service.