ComplaintsforSurplus Furniture & Mattress Warehouse
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Complaint Details
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Initial Complaint
10/05/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
On May 5, 2022 I went to surplus furniture to make a purchase. Unable to locate accessible parking I walked up a steep stairwell and entered store. I advised clerk ***** p I had mobility issue ie hip replacement next week. I chose living room furniture and accessories and requested delivery. I told them I was on 3rd floor of a walk up building at checkout. Before I checked out I switched from 68 dollar print to 48 dollar print. The cashier advised they had not received my deposit by etransfer and to cancel upon return home. The price was 2013. I used my bank debit to pay. Delivery the next day the mover stopped outside my home didn't get out and asked if I had elevator I replied no but I had advised store. They asked me to go down to show them stairs I advised I was disabled but would try. At this point it was getting frustrating. I showed them stairs returned to my unit and they sat in van for quite some time. I had called the store to report miscommunication. Eventually it was moved up. I spent 2 days in bed from the pain I experienced with all the movement normally I don't do much. I reviewed my bill on Sunday and noted the etransfer deposit $20 was not applied and I was charged for larger print $68. I contacted 2 managers Ben and Mike and they assured me they would have $40 cash delivered when they came to fix damaged couch today. What I received was a store credit. I contacted Mike the manager and he said I have to go there to get cash and he never said he would provide cash. I explained I'm having pre op and shortly after hip surgery in addition eould not be shopping for furniture for some time and I need proper payment for the error. He got angry I asked for head office number. He hung up after providing me. I called left a message. Tonight a lady called from surplus furniture st johns agreed they owed me $40 and said come get it. I explained my situation with pending hip surgery in this week. She said no. It was their error they are to refund me.Business response
12/05/2022
We are very sorry that Ms. ***** has mobility issues and is experiencing pain when walking. We certainly feel for her. We do have wheelchair and disability parking on the left side our building, where there are no stairs needed to access the store. We have signs up indicating this. We are sorry Ms. ***** did not see the signs and ended up taking the stairs.
As for her delivery, the delivery drivers would have asked to see the staircase and where they needed to deliver the furniture to assess for any obstacles that may be in the way in advance of taking the furniture off the truck. This is a part of their normal procedure. Again, it is unfortunate that having to show them where they would be taking the furniture causes Ms. ***** pain due to her current physical health. After assessing the area, they proceeded to delivery her furniture immediately, although perhaps not as quickly as Ms. ***** felt it should have been taken out of the truck and over the stairs.
As for the overcharge, there was never any dispute regarding the fact that she was owed the money, but it is not normal company practice/policy to send an employee to the customer's home with cash in hand as a refund. We do recognize that, as indicated on numerous occasions by M *****, she finds it difficult to get around, so the managers are working with Ms. ***** to give options she can avail of in lieu of coming into the store herself.
We hope that we will be able to resolve this matter by providing her options that she will agree to. Thank you.
Customer response
12/05/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 17188288, and find that this resolution is satisfactory to me. I spoke with Dan a manager today and I noted that signage was difficult to see and reps saw me struggle up stairs 4 x he said he would relay it to staff works for me. He apologized for delay in coming to an agreement re over charge and I accepted that in normal circumstances I would be able to get there being pre op for hip replacement surgery takes up time with appts and on phine with physical therapists and awaiting deliveries. I appreciated his exception today to provide me in person with the money. Thank you.Initial Complaint
24/12/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
In Oct 2021, I bought a Ashley recliner loveseat from Furniture Surplus. While in store, I had looked at a couple of recliners before chosing the one I liked. For starters, the salesperson did not explain to me about any returns, refunds, credits or anything like that. Once the chair was delivered, I noticed it was not the one that I had looked at in the store. I called and told them what the problem was and was told that they did not take back any furniture after it left the store. I had explained the situation to her but nothing I said mattered. They did not replace it or offer any type of refund or credit. Then I noticed that the thread was coming out of the back lining and aslo a sharp metal object is sticking out from the bottom of the chair that will eventually tear the material. I had called back the store many time but no one ever called me back. I have sent numerous . emails to this company and no response from them. I paid $1260.00 for this recliner and unable to use it. I am very unhappy with this purchase. I would like for the furniture store to give a full refund or store credit.Business response
19/01/2022
To whom it may concern,With regards to complaint filed by ********* ******* as outlined in the email string below, we were speaking with this customer in December and resolved her issue. We agreed to replace her recliner, at full value. She has ordered a replacement piece that we are awaiting the arrival of. We have considered this issue resolved since December 27th.
****** *******District Sales ManagerCustomer response
19/01/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 16397083, and find that this resolution is satisfactory to me.
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Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.