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“Shocking Customer Service from SCS”

written by EmZdy24 on 06/09/2020

Where do i start? Went into the staples corner store back in June and ordered a sofa which i have had my eye on for months. Decided to order the carpet from there as well as did a good deal for the two. Service was great and walked out of there thinking surely this can’t be too good to be true??? Turns out it was...was told would receive a call regarding delivery for the carpet within two weeks, this didn’t happen but my first thought was ok given the current times i’ll leave it bit longer. End of July still nothing so tried to chase up...well that was a challenge in itself after several attempts at calls and emails finally got someone from the store call me with a date of delivery for the carpet for Monday 31st August. Knowing that was a bank holiday I questioned whether it would definitely happen. Was told everything would still go ahead even on bank holidays. Night before i take my carpet up with the lining and clear everything ready for the carpet. Monday morning comes...no phone call as was promised with an ETA so i contact customer services late morning to be informed it is definitely happening today and was given the carpet fitters direct number to contact for an ETA. I decide to ring the carpet fitter and ask when expected to arrive for him to reply and say he is out with his family its bank holiday monday and they don’t work on bank holiday mondays and even if could do it the warehouse is closed. As you can imagine at this point the frustration started to kick in. Back to customer services all they seem to do is try contact the store directly which is a total waste of time because the store NEVER pick up the phone. After failing to get back in contact with me that day i find myself having to go to the store the next day. Spoke to the manager who were very quick to blame customer services...shock! Not getting anywhere fast i had to prompt the manager to arrange another date. The original person who booked the delivery date all of a sudden got involved to try and sort another date out....wonder why? Maybe he realised he made the muck up originally who knows??? I was told to my face promised it would be done on Saturday 5th September and would get a call on Friday for confirmation of timing and contact details of the fitter...did that happen of course not! Saturday comes still nothing. Another call to customer services to which by this time they were on speed dial! Spoke to a woman who kindly listened to the whole story and said enough was enough i’ll email the regional manager and copy in the store manager to get this resolved urgently! An hour later get a phone call from the store manager (coincidence i think not) who promises it is happening today (saturday) and he was just waiting for the carpet fitter to confirm a time. Sounds promising don’t it? Get a phone call 2 hours later saying he hasn’t forgotten about us and is still waiting on a ETA. 5 hours later i hear nothing at this point i’m fuming to point i want to cry! Another call to customer services who actually manage for the first time in 6 days get through to the store who quite openly say its not happening today and will have to be monday or tuesday. I spose he didn’t think it was basic manners to of informed the customer this but given service received so far don’t know why i was so surprised! At this point i’m upset, stressed, annoyed you name it! Sunday morning comes i decide to go back to the store...just when i think things couldnt get any worse the manager stands infront of me and says oh wasn’t it done yesterday?? Of course it wasn’t! Two hours later finally decide enough is enough. Result is now had to organise someone to collect the carpet from the warehouse tomorrow and get a private carpet fitter to lay the carpet. I have never experienced such bad customer service from a company and obvious to see they do not care about their customers. If i see another SCS store again it will be too soon!