Coronavirus - Frequently Asked Questions

Our number one priority is to make sure our customers and colleagues feel safe in store. No matter which ScS branch you’re visiting, we’re following the latest advice and guidance from the government as well as encouraging everyone in our stores to be mindful of others.

Distancing is no longer required across all of our locations, although the requirement to wear a face covering remains in place in Scotland and Wales. In England, we’re also still welcoming customers and ScS team members to wear a mask – please just ask one of our team if you’d prefer for a mask to be worn.

In addition to our 100 stores being open, you can still shop with us online. We're offering a live video service, so if you'd prefer to talk to us from home, one of our sales advisors can walk you around our showrooms at a time convenient to you.

Our friendly online sales advisors are ready and waiting, seven days a week, to help you find your perfect sofa, furniture or flooring.

Home safety with ScS

Visiting our stores in Scotland and Wales safely

I'm looking to place an order

1) Are ScS stores open?

Yes, all of our stores in England, Wales and Scotland are open.

We are also continuing to deliver furniture and flooring to our customers across England, Scotland and Wales. Our team will contact you directly when your order arrives into our distribution centre.

2) What are you doing to keep customers safe?

We are following enhanced cleaning regimes in all of our stores and hand sanitiser is available for customers and colleagues.

Whilst limits on the number of people in stores and distancing requirements have been relaxed in England, we're asking our teams and all of our customers to be respectful and mindful of others when visiting us.

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

Face coverings are no longer mandatory in England, and customers and colleagues are able to choose whether or not they wish to wear one. Should you prefer one of our store colleagues to wear a mask when they are assisting you, then they will be very happy to do so.

In Scotland and Wales mask wearing remains mandatory in retail stores and we ask that all customers continue to wear a face covering unless they are medically exempt from doing so..

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. To beat the queues, we'd always recommend making a booking. The times are flexible and are there to suit your schedule. Your personal specialist will be waiting at the allocated time slot and make sure 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?

Our suppliers ensure the health and safety of all of their staff and have also had to make changes to their working practices within their businesses. We're working incredibly closely with our suppliers to obtain updates and from the latest information received which we'll communicate with you by e-mail. 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, please remember 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.

If you would like to contact us about a 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 team 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 for when we are able to come into your home.

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 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. 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

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. We have now resumed all home visit services with enhanced safety measures to keep our team 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.