“SCS”-scandalous customer service

jzm2ljb

Hello,
Wondering if anyone has managed to resolve a complaint with SCS”the sofa carpet soecilaist” and if so how they have succeeded in this please? Our saga with our carpet began 6 weeks ago and since then we have had
-2 failed delivery dates,cancelled less than 24 hours prior
- Unprofessional fitters who caused extensive damage to woodwork,left glue on furnishings and piles of rubbish in each room
- a poorly fitted carpet; too short at each door bar,lifts very easily on landing,ripples and bumps throughout and top step of our staircase was cut wrong so fitters simply cut another strip and glued it into the gap
- an aftercare department who I’ve had contact with no less that 5 times via phone and numerous emails who state “I’ll forward to regional manager and they will call you within 48 hrs” and are now stating the issues described above are not managed by their “aftercare” department
- a head office who do not reply to emails or voicemails left (despite saying they will the next working day-perhaps the volume of complaints is too high for them to keep their promises!)
- a store (Swansea) who now I’ve contacted aftercare say they can’t override any decisions (not that any have been made as far as I’m aware) and are washing their hands of it.

We are now left with a badly fitted carpet which we paid over £1500 for. I appreciate that the fitters are self employed BUT they are the ones booked for you and recommended by SCS who seem to have very little care and concern about their customer service (once you’ve paid the money-couldn’t do more for us when originally purchasing the carpet in store).
If anyone has had similar issues and got them resolved either via the company or externally please let me know so I can pursue the same avenue.

Thank you

Svein_Forkbeard

I suspect you are going to struggle without a fight.

I would think you need to get a report detailing the issues, you will need to do a bit of research in to who is qualified to do that report.

You can mention the small stuff (eg piles of mess) but concentrate on the most important issues and don't sweat the small stuff.

jzm2ljb

Thanks.
I agree,the main issue I want to get resolved is a new carpet being fitted. Additional successes would be a bonus and if I can give others insight into the poor quality of ScS and save them the same troubles then that would be great.

Computersaysno

They really are totally useless when it comes to customer service.


Send them a letter [or email] telling them what's wrong and what you want doing to put it right...they are almost guaranteed to ignore this.


Then send then a LBA [Letter before action]...saying the same again [google fro an example]


Then go online [MCOL - moneyclaimonline.gov.uk] and issue court papers.....this gets their attention.


Don't waste your breath phoning them....it really is a waste of your life.


They'll pay up or sort it before court....even if they don't you're odds on to win if you do it right.


I speak from experience of helping people do exactly this!!!

gazzak_2

I'll tell you what I would do, (and I promise you I would do this), and that would be to print out a statement of your saga with SCS, (including pictures), and hand it out to every person walking in to their showroom.

Computersaysno

gazzak wrote: »

I'll tell you what I would do, (and I promise you I would do this), and that would be to print out a statement of your saga with SCS, (including pictures), and hand it out to every person walking in to their showroom.

Yeah....good idea....it would definitely get the problem sorted.


Too many people are afraid to take on !!!!!! companies.....the sad thing is, that it's usually not that difficult!!


But sometimes it feels that people just seem to want to whinge and moan rather than actually "do" anything about it!!!!