Thread: SCS Problem!! Will they replace just one sofa or all three?

We recently took delivery of a set of 2 matching sofas and a footstool from SCS. Immediately after the delivery men had gone (and shunted our sofas carelessly across our new oak wood floor) I noticed that one of the legs of the 3 seater sofa didn't touch the floor. I'm not talking about it being just a millimeter or two short, but more like a good inch an a half! Needless to say I phoned the customer helpline right away and told them of the problem - they told me that a technician would come out and have a look but I had to wait a week and a half's time for this to happen.

When the technician arrived it was clear that the sofa could not be rapaired - it looked like the frame had warped or been put together incorrectly, causing the left side leg to be too short. He filed a report and I wrote a statement saying that I was unhappy for the sofa to be repaired as it appeared to be irrepairable and in any case, after paying for a brand new sofa I didn't see why I should have to put up with having a botched repair job being carried out on it. I was told that they would be in touch within 7 - 14 days!

Anyway, it is now 9 days on from the technician coming out and we have still not heard anything from scs. In which time of course we have been unable to use the sofa for fear of damaging it further. I called scs after 7 days only to be told that the repairs department had not yet had chance to look at our file, but seeing as the technician had stated that the sofa was irrepairable, the file would no doubt be passed on to another department to be dealt with anyway!!!

I've looked through all the various threads on this site, and I've been on trading standards website too, so I'm aware that I'm entitled to a replacement or a refund, what I'm a little unsure about however is whether If we do have a replacement sofa, will scs have to only replace the faulty sofa or will they have to replace all 3 items of matching furniture that we bought from them? We think that If they simply replace just the 3 seater, then it will be made from a different batch of fabric and possibly will not match the other 2 items. Also, If we reject the one faulty sofa, are we entitled to reject all 3 as after all they are part of a matching set?

Thanks for your help. I also just want people to be aware of how slow scs customer service appears to be in our case so far and I would also seriously question the build quality of their sofas. Have they not heard of quality control??

Don't let up for an instant. SCS will try and drag it on to the point that you'll be out of warranty so they don't need to fix the issue.

They sold us a Sofa that cost close to £3000 that's never been right. The "foam" they use to fill the cushions collapsed on the chair and suite within 2 months of taking delivery. They replaced the cushions 4 MONTHS after we reported the fault and not two months later the same thing happened again. They then tried to say we'd done something to the suite to make it unusable.

I wasn't best pleased about the foam cushions since the sales guy told me it had an "air cushion" that plumped itself up. He also told us it was an italian suite. Turns out the thing is made in china.

Barclays finance are attempting to sort it out for us but we've been waiting since September. Whatever you do, don't leave them be. Hound them until you get a satisfactory response.