How we are handling COVID-19
Coronavirus - Frequently Asked Questions
During these uncertain times, with regard to the coronavirus outbreak, our number one priority is to keep our employees and customers safe. We have undertaken a number of measures within and outside our stores to help with this.
If you prefer to shop online you’ll find the same huge choice, outstanding value and excellent quality in our online store as you would in our real ones.
Our friendly online sales advisors are ready and waiting, seven days a week, to help you find your perfect sofa, furniture or flooring, and can be reached by phone or live chat to answer any questions you might have and offer advice.
I'm looking to place an order
1) How are we ensuring safety in our stores now they are open again?
Following new government guidance, we are now able to open our stores in England - where we have launched a wide range of safe shopping measures, including the limiting of customer numbers in each store, at least 2 metre social distancing, enhanced in store cleaning practices and more.
Besides...we'd love to see you back soon, please keep safe in whatever you do, particularly so we can look after you and our fantastic teams. Our stores in Scotland and Wales remain closed at this time and will remain so until such time as the respective devolved governments indicate that we can commence trade.
Some of the measures in place when we do open will include;
2) Your stores are open in England, but when do you expect stores in Scotland and Wales to re-open?
This is an unprecedented situation that is changing daily. We are constantly evaluating the situation and closely following government guidelines. Please keep an eye on our website or social media channels for the latest up-to-date information.
3) Have you considered the impact of coronavirus on your products?
Yes indeed, we take the safety of both our customers and staff very seriously. We’ve been working closely with our suppliers across the globe to ensure we’re following public health guidance at every stage. And whilst the risk of spread is extremely low via transmission from item to item, we’ve made sure all of our warehouse staff and delivery teams are using protective masks, gloves and cleaning sanitisers. Our priority is to make sure all products are safe to be delivered.
1) Will my furniture or carpet order be delayed?
Great news! The advice from the government is that we are now able to deliver your furniture into your home.
We’re now booking in deliveries for next week. It’s an all-day call but the drivers will call you around an hour before to advise they are on their way.
2) What's happening with your home visit, fitting and delivery services?
Due to the nature of our products, our delivery crews must enter your home in order to complete the delivery/installation service. The same applies to our carpet/flooring fitters and surveyors. All of these services are currently on hold, however, from next week we will be re-opening one of our regional distribution centres, and a small number of delivery teams will begin delivering again on Wednesday 20th May. This will allow us to evaluate the detailed safety procedures we have put in place before we become fully operational again. If successful, full delivery will be available by the end of May with further ‘home visit’ services resuming soon after (subject, of course to further government updates).
In the meantime, if you’re expecting a delivery, your order will be stored safely in one of our secure units until our delivery service resumes. All orders will then be prioritised and we’ll be in touch to rearrange a delivery slot in due course. When home visits/deliveries re-start we’ll be following the Government’s advice closely and putting a number of special measures in place to keep both our staff and customers safe. Some of these measures will include;
3) I'm self isolating - will you still deliver?
At ScS the safety of our staff is paramount so unfortunately, if you are self-isolating when delivery re-starts, we won’t be able to deliver your order. Please let us know in plenty of time, and we’ll happily rearrange a new delivery date for you once you’re fit and well again.
We will, of course, hold onto your order at no extra cost until you’re able to take delivery safely.
4) What if i have a query relating to my order?
Our aftercare team are still here working hard to answer any queries you might have about your order. You can contact us by phone on 0191 731 3300, or via our online contact form, but we are currently experiencing high call volumes and ask that you please bear with us during these challenging times.
If you can, we’d really appreciate you using our online contact form to reduce long call queues, and someone will get back to you as soon as possible.
5) I'm concerned about meeting repayments on my finance agreement - what should i do?
Financially these are difficult and uncertain times for many people, but there’s no need to stress. If your ScS order has already been delivered, you should speak directly with your finance provider. We’re confident they’ll be understanding of your personal circumstances as a result of this pandemic, and able to discuss available options with you. Remember – we’re all in this together and you won’t be the only one experiencing difficulties.
If you have not received your order yet, then your payments will not begin until your goods have been delivered. If you want to discuss different finance options available, please call us on 0191 731 330 and a member of our team will be happy to help you and put your mind at ease.
6) I have a problem with my furniture - what should i do?
We’re really sorry if you’ve experienced an issue with your order and we’ll do our best to help. Unfortunately, at this time we cannot carry out any home visits, but are currently putting measures in place to safely resume this service. We thank you for your patience throughout these challenging times, and ask that you fill out our online contact form or call us on 0191 731 3300.
I've already placed an order