ComplaintsforSurplus Freight Furniture & Mattress
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Complaint Details
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Initial Complaint
11/13/2023
- Complaint Type:
- Product Issues
- Status:
- BBB unable to locate business
We purchased a couch back in 2022 the ******** location and got the warranty on it, which I was told will cover any and everything and paid well over $1700. Well not even a year later the board in the couch broke, and I got a tear in the couch and the recliner part broke. When I went to go file the warranty the ******** location was permanently closed. I tried contacting customer service and another location but no response. I feel so ripped off and will never buy anything from one of the discount places again. It would be nice to get some sort of credit or refund so I can get another couch considering mine was broke within a year.Initial Complaint
11/08/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
🛑WARNING🛑 DO NOT PURCHASE FROM SURPLUS FREIGHT FURNITURE AND MATRESS!!!!!! I purchased an adjustable platform bed frame at over $1200 from the *********** store I loved the frame but it WAS NOT THE SAME AS THE FLOOR MODLE I was shown. Although the company offers same day delivery they told me it could not be delivered that day. I contacted them the next day for delivery and the price CHANGED BY $50. I eventually managed to arrange my own pick up. After about six months the bed began to malfunction. It was still under warranty so I contacted the store. I was told to submit the claim online so i did and was told I would be contacted by the store manager, *****. After two weeks with no contact I reached out myself. ***** proceeded to tell me that they did not carry that particular model and to her knowledge they never did. After proof of purchase she conceded that I did buy it from their company. For two months I called ***** weekly because she would not return my calls. Due to the extensive wait she agreed to deliver the new frame at no cost to accommodate the inconvenient wait. Two more weeks lapse with me calling with no returned contact. Cut to today. I was unable to reach anyone by phone so I drove to the store. The bed frame arrived and they were still unable to deliver it due to a shortage of delivery drivers. I left the store arranged my own transport AGAIN, and returned my old frame. ONLY when the new frame was being loaded was I made aware the replacement frame WAS NOT THE SAME FRAME I PURCHASED. It was two twin frame. Frustrated I asked for a refund and they refused. I demanded the manager allow me to speak to someone higher up. ***** contacted the VP of sales Mr. ******. He refused the refund and offered no solution to the problem at hand. They said they couldn't do anything more. BUYERS BEWARE!!!!! I work hard for my money and tried to support a local business who FASLEY represents their business and products.Business response
11/19/2021
Business Response /* (1000, 6, 2021/11/11) */ The issue was not a manufacturer defect, but we had the motor replaced and will be shipping the bed back to the customer.
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BBB Rating & Accreditation
This business is not BBB Accredited
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Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.