Lovely & helpful staff! Kane helped me the whole way through the process of picking the right sofa for me & took his time to go over, sizes, colours, delivery and payment options.

Instore sales team - excellent
Head office (delivery arrangements) -atrocious. Delivery emails not sent finally recd text at 1630 day before scheduled delivery. Phoned and cancelled deliveryfor that date. Still recd texts on the day notifying delivery to be made that date. Rang to verify delivery was told delivery would take place. Day wore on and delivery not made. Rang again and spoke to extremely unhelpful and rude staff. Arrangements made for delivery in two weeks hence. Delivery pn the day was excelleny

Shaun at the sheffield drakehouse store was incredibly welcoming, very helpful and made the whole experience a pleasure

Friendly delivery people professional service

Knowledgeable, helpful, friendly staff.

Every thing went fine with my new Sofa & armchair delivery, both of the guys who delivered it were very friendly and polite,

The initial purchase experience was good. Not too much selling but attentive when required.
We ordered two identical sofas.
Once paid for we heard absolutely nothing for around fifteen weeks. No updates, no we are expecting your order, nothing.
Then suddenly an e-mail that our sofas would be delivered on a Friday (we think ) at least a week overdue.
My wife arranged to be in. An email and text message arrived on the Thursday giving a 5 hour approximate delivery window. It stated that we would receive a more accurate time before 7am on the Friday.
Friday came, 7am came and went. Nothing. Again no communication.
At around 2pm we eventually managed to speak to someone who said they would be delivered but didn’t know when.
The delivery driver called about 15 minutes later to say they had a cancellation and we would be next.
The delivery guys were fine, tidy and polite and careful with our new furniture.
The sofas are good, what we ordered and look as we imagined they would.
The experience is slightly tarnished by the overdue delivery and the fact there is no communication. It is a big ticket item and 4 months without hearing a word is not great service in my opinion.
The product is fine and will hopefully give years of service.
I would be hesitant about repeating the experience. That said the product is as nice as the one in the showroom so if you are prepared to wait without updates you should eventually get what you wanted.

The shop smelled great
The staff was great
Very helpful
Very good experience

Spent almost £4000 back in 2024 on a 3 seater sofa a chair and a footstool and paid for the top whack warrenty to cover anything and everything as it was sold to me, i have gone to make a claim for a few issues that are structural to be told that castelan dont cover structure defects and to go to back to SCS, so i called SCS and they want £75 to come and have a look, when i purchased the furniture i was told the policy covered everything that could possibly go wrong, you miss sold this policy and i want my defects rectifying i refuse to the pay any extra, liars

Reply,

Ciao media team

The sales rep told me the warrenty covered for everything that could possibly go wrong with the furniture and we trusted what he said. We were the first customers on opening day in the Sheffield store so maybe your rep wasnt clued up enough on the warrenty side of things and didnt know what he was selling. Yes the terms and conditions may say this but we took the reps word for it so we were miss sold i can also see there are other scs customers that have posted on trust pilot with the same complaint about the policy so it looks to me your reps either dont know what they are doing or are just lieing to get the sale. You miss sold the policy and you should fix the fault free of charge. I will be taking this to the ombudsman if this is not resolved soon thanks

Just a quick google search to see if i can claim for miss selling of a warrenty and this is what it said.

Yes, you can absolutely claim if a sofa warranty or extended warranty was mis-sold to you. If the sales team pressured you, provided false information about what the warranty covers, or lied about it being legally mandatory, you can demand a refund of the warranty premium, cancel the policy, or claim for repairs.

Look forward to your response

Every thing was done on time ,The delivery men were very polite and helpful.

Sales assistant was very welcoming and informative and made our experience a lot easier.

Delivery and guys delivering was great the only very slight issue was a plug adaptor that was attached to a decorative set of lights we had around an internal plant was broken when installing the sofa. Other than that there was no problems

Ryan was very helpful without being pushy. Let him know what measurements we had and what we wanted he showed us what was in our size then let us wander around. Once we were ready he completed the sale.
The showroom was very well laid out and inviting.

My experience was from walking in it smelt so beautiful and the man who served me was so helpful and polite foud it to be a lovely experience

The sales assistant was so warm and friendly ,there was no pressure to purchase ,he gave us some help with our home seating plan as we wanted to make use of both sofas . He went over and above to answer any questions . He even took me to daylight to choose my colour of leather . We were so pleased we were served by him

The delivery guys were great bit of a long wait for delivery but worth it

Excellent service loads of information highly satisfied with everything thankyou.

Absolutely fantastic experience in the drake house store, from the moment we walked it to the moment we walked out we was extremely impressed. We had our three children with us which can sometimes make this type of purchase stressful but the staff were very accommodating towards my children. We was looking at a sofa right at the back of the showroom and while we was busy looking and talking colours and fabrics the other staff was talking to and entertaining our children which gave us thinking space and was very appreciated. The lad who dealt with us was called Ryan an he was fabulous. Very funny, very knowledgeable, very understanding and very helpful. We was unsure if the sofa we like would fit and Ryan was not pushy, he helped us with all measurements and sent us home to tape our flooring up to check fitting. We went back the next day and purchased the sofa. He was very thorough with information and took his time to ensure we understood everything we was paying for. We built a brilliant rapport with Ryan and he genuinely cared about or happiness. He is a credit to the store. We didnt feel ripped off, we didnt feel pushed, we just felt completely at ease and looked after, even with three children on toe. The experience was overall brilliant and would a thousand percent buy from ScS again in a heartbeat, mainly thanks to Ryan.

The staff was very friendly and helpful but not too pushy.

The delivery lads were polite and respectful