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.

All of our 100 stores have now re-opened, but you can still shop online with us and our team would be delighted to help you with any queries and in addition to this, we can also offer a live video where one of our dedicated sales advisors can walk you around our show rooms at a time convenient for yourself. BOOK NOW or you can continue to book on line where, 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) Are your stores open?

All of our stores in England, Wales and Scotland have now re-opened. You can still shop online with us and our team would be delighted to help you with any queries and in addition to this, we can also offer a live video where one of our dedicated sales advisors can walk you around our show rooms at a time convenient for yourself. BOOK NOW

We are currently able to deliver to our customers in England, Scotland and Wales and our team will contact you directly when your order arrives into our distribution centre. In line with the Scottish government regulations, we can only deliver into your home where you deem it essential, therefore, when our Team calls you please confirm to them if you feel it is essential for us to deliver to your home.

2) How are we ensuring safety in our stores?

Following government guidance 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.

Some of the measures in store include;

3) Do I need to wear a face covering when visiting one of your stores?

To help keep our customers and branch colleagues safe, and in line with the government's guidelines, we want to remind you it is now mandatory that face coverings are worn by customers.

4) 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

5) Do I have to book an appointment to visit an ScS store?

You don't have to book an appointment no. Here at ScS we do recommend that to beat the ques and shop safely you do make a booking, the times are flexible and are there to suit your schedule so please take a look at the time slots and make a booking when ever is convenient for you. Your personal specialist will be waiting at the allocated time slot and will ensure you receive all the product information and demonstrations you might need on the day!

I've already placed an order

1) Will my furniture or carpet order be delayed?

As a result of the pandemic and lockdowns across the globe, our suppliers are experiencing some delays, due to staff shortages within their business. The further lockdown that was implemented on 04/01/21 has resulted in more people requiring to shield again, and to stay at home to care for their children as a result of school closures. Our suppliers ensure the health and safety of all of their staff and have also had to make changes to their working practises within their businesses. This means a reduced workforce to allow social distancing to take place. ScS suppliers are among those affected and we are sorry to share that because of this, some of our furniture later than the estimated lead time given to you when you purchased your furniture. Clearly this isn’t what we want for our customers and on behalf of all of ScS, we are really sorry. We’re working incredibly closely with our suppliers to obtain updates and from the latest information received which we’ll communicating with you via email. Please ensure you check any junk mail or if you have not provided us with an email address on your account, please contact us so that we can add this to your account to ensure you receive the most up to date information on your order. Also, a reminder not to dispose of your existing furniture until you have a confirmed delivery date from us, lead times quoted are estimates. Our teams will contact you as soon as we have notification that your furniture has arrived in our distribution centre to arrange delivery with you.

Our customer experience team are all working from home; they are unable to provide more detail about your delivery at this moment in time. However, if you would like to contact us about another query, the best way to get in touch is through the contact form on our website www.scs.co.uk/contact

2) What's happening with your home visit, fitting and delivery services?

In England, Scotland and Wales, our home visits, deliveries and fitting services are still going ahead as planned.

Some of these measures 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 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. Following government guidance we have now resumed all home visit services with enhance safety measures to keep our staff and customers safe. 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.