Bought from scs 18 month ago and we have had problem's from a few months in.
Couch cost £2k and we paid £300 for extra insurance.
We have a large corner sofa and large swivel chair.
First problem was zip broke on chair cushion, phoned to get the guy out who took pictures and said I would get a whole replacement seat cover sent out but got a letter a few weeks later saying as it looked like the damage was caused by a shoe (was not! Zip is hidden at the back of the cushion) we were not covered. Was pissed off but as dh is good at this kind of stuff he bought a zip and fixed it himself.
Next problem was one end of the couch sunk right in so that when you sat on it you felt like you were sinking down to the floor, phoned the guy out who said it was just normal wear and tear (couch was 16mo at this time) we spent £50 on a board from betterware to try and fix it but its made no difference.
At the same time the swivel chair starting rocking far more than normal and making a big clunking noise everytime it was moved. The guy who came out replaced a few screws and said it would not happen again.
That was 2 months ago, we now have the same problem started again with the swivel chair only this time a spring is now hanging out the bottom and rubbing along the carpet everytime it's moved which is starting to ruin the carpet. We also have the continued problem of the sunken end of the couch and to top it all of everytime anyone put any pressure at all on the end armrests (while simply sitting down or standing up) the zips rip apart and we have to zip them up again.
ANYWAY..... Dh has been trying to get in touch with scs for the last month but was told that everyone in the distribution centre was on holiday for a month and no one was available in this time for us to talk to in this time. We called back on the 11th aug when we were told they are all back from holiday only to be told again that we could not get in touch with them we would have to wait for them to get in touch with us!
Finally today I have a text from them to call to arrange a upholsterer to come out, we had already stated we would like to talk to someone higher up as surely the couch we have been sold is not fit for purpose as it is falling apart after only having it 18 month but we are getting nowhere, there is no complaints policy that we can follow.
I'm really at the end of my tether now, we don't finish paying for the couch till Xmas this year and I can't afford to buy another but I'm stuck with a couch that's falling apart and even with the extra cover I'm still being fobbed of and don't know where i stand or what i can do next?
Sorry for the huge long essay but can anyone give me any advice on what to do for the best before i call them just to be fobbed off with "wear and tear" again. The couch really is falling apart not just suffering from general family living.