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Business Profile

Furniture Stores

Surplus Freight Furniture and Mattress

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Furniture Stores.

Complaints

Customer Complaints Summary

  • 7 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:11/06/2023

    Type:Product Issues
    Status:
    Unpursuable
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    We purchased the 5 year protection plan. We have tried to contact any numbers we could locate. None of the numbers work!! The furniture is not steady and the console section is leaning and barely holding on. We just want a repair/replacement. It has been barely a year!! A refund for our protection would be nice. A REPLACEMENT WOULD BE BETTER. TO TAKE CUSTOMERS MONEY AND CLOSE THE BUSINESS IS INSANE!! WE ARE ALL OUT HERE STRUGGLING... WE REALLY WOULD LIKE A RESOLUTION.

  • Initial Complaint

    Date:10/16/2023

    Type:Customer Service Issues
    Status:
    Unpursuable
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I had an active layaway with this company. And they closed all locations in the US without notifying me. I want my money back.

  • Initial Complaint

    Date:06/07/2023

    Type:Service or Repair Issues
    Status:
    Unpursuable
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Purchased a 5 year warranty of furniture purchased from this company. Unable to contact anyone who can help me uphold to the warranty or refund my money due to location being shut down. Hoping a complaint will guide me to someone who can assist

  • Initial Complaint

    Date:06/07/2023

    Type:Product Issues
    Status:
    Unpursuable
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    The date of transaction occurred in 12/20/21. I paid a total amount of $250 in Layaway The business committed to purchase items for price in future (credit). Nature of dispute: The company is now closed! The day I went to the store in December 20, 2021, I went due to closing on a new home and wanting furniture. That day I was assisted in picking out a living room suite (chairs, sofa, pillows, rugs, lamps, end tables, coffee table) and made a $250 deposit for Layaway as I would return 12/23/21 to pick up after closing of home on 12/22/21. My items were placed in the front so they would be easily accessible for pick up in a few days and paid for in full during pick up. Upon my arrival, the sales associate informed me that another salesman sold the living suite and items that I had picked out thinking they were on display at the front of the store. I asked what was I supposed to do and the associate informed me that she could reorder the items. I asked for a return of my money and was informed it had to be placed as credit on my account. Furious, I left and went right next door where I purchased a living room suite from ******* **** ***********. Today (06/07/23), I went to the store to use my "credit" as I needed a few items and to my surprise the store was closed and sold to a new vendor. What can I do about my money/credit? I tried to call another store and to my surprise again, there are none listed in the United States!

  • Initial Complaint

    Date:03/06/2023

    Type:Customer Service Issues
    Status:
    Unpursuable
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I had purchased furniture there and had some on layaway there as well and went to make a payment on layaway on March 4, 2023 and there is a permanent closed sign on property. I have paid a total of $401 to this business for merchandise and I received no information regarding the store closing. I have contacted their corporate office of course they are closed on Saturday, so I want hear anything from anyone regarding this until the next week, that’s if I hear anything at all.

  • Initial Complaint

    Date:12/30/2022

    Type:Product Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased a sectional from the store in June. It has only been 6 months and it the leather is tearing as well as the arm came off. I have turned in a claim to ******* for the added pet protection and was denied. The furniture is not sturdy enough and I requested either credit or replacement. I am very disappointed with the quality and service.

    Business Response

    Date: 01/19/2023

    Business requires phots of the damage and a photo of the original recite.  

    Customer Answer

    Date: 01/27/2023

    I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I am rejecting their response due to the fact that their warranty should have covered it in their “5 year pet protection plan” I have not heard from the furniture company. The regional manager ****** has not contacted me. The manager ****** * was supposed to have him call me, but has not followed through. She also refused to give me a corporate phone number to contact them. Thank you for your help so far, if I hear from their company I will let you know. Maybe you could find someone in their office that can help. ?  Regards, **** *****

    Business Response

    Date: 02/14/2023

    Although The BBB did not hear back from the business, the consumer let us know the matter was resolved. 

    Customer Answer

    Date: 02/14/2023

     I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.Thank you for your help with this matter. The Surplus Furniture Store did contact me last week and they did replace the damaged item. I did have to pay for the delivery, but it was what I had requested. Thank you again for your help and time. Sincerely, ****  

  • Initial Complaint

    Date:05/27/2022

    Type:Customer Service Issues
    Status:
    Unresolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    4/30/22 -Sales associate *** showed my 16-yo daughter & me options for sofa/loveseats -signs hanging around store read: "NO payments, NO interest, NO credit required." -asked *** how that worked; he said if I had a job/owned a home (I do), that was all that was required. No credit check involved. *Key point for me* -decided to find out what I qualified for. *** had me fill out info at computer; when I got to the end & learned the amount, my phone started buzzing with notifications from Credit Karma that inquiry was made; my scores (TransUnion & Equifax) both took hit -asked *** about it; he said to the manager next to him, "I told her it wouldn't...that's not good." The manager said, "It's just a soft inquiry; it won't make much of a difference." -asked about delivery/haulaway; was told that it would be $100 for delivery, and that it would be up to the drivers whether to charge me $20 to take my old set to the dump or take it away for free to be refurbished -(regretfully) made the purchase and set up delivery for next day. *** assured me we would receive a phone call first/time was flexible 5/1/22 -12:10: delivery guys called; they were en route already (had not been to bank yet) -once they arrived, I explained I would be paying them the extra to haul away the old sofa/loveseat; the older man flew off the handle, saying he’s not a “trash haulaway guy,” and that my furniture was “trash.” While it’s true that it was not in good shape, I didn’t think he needed to be so rude -I said I was told he would take it to the dump, and he kept saying he didn’t “have room,” (which wan’t true, once the new furniture was out of his truck) and that “they are always doing this to us” (they being the manager/sales associates who tell customers about the haulaway service that he claimed they did NOT provide) -said I would call the store because I wouldn’t have made the purchase without haulaway, and *****, the manager was rude and argumentative, saying she was “standing there” >>

    Business Response

    Date: 06/15/2022

    Regarding the complaint, Our delivery Gentleman does offer haulage but at his discretion, which the Customer does state in her complaint. Whilst that being that case, I will speak to him regarding this and see what we can do to make it very clear to our customers. We do have a delivery agreement that the customers sign if they are getting furniture delivered, it does clearly state that it must be agreed between the customer and delivery driver. Regarding the credit checks, we did explain that it was an error on our part about the credit as we have 2 that we use and 1 does not check credit, whilst the other does have a soft credit of 2 points, we did explain this to the customer with deepest apologies. As for myself being rude and argumentative with her, I can assure you that was not the case. I am very calm and polite to everyone. I may have come across as that because I had to explain about the delivery and show her the agreement that was told to her on a couple of occasions, via telephone, for that I apologize. I will reach out to the customer and see how we can fix this complaint. Many Thanks ***** SURPLUS FURNITURE & MATTRESS WAREHOUSE Store Manager - ***** ****** 

    Customer Answer

    Date: 06/16/2022

     I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. ***** has not "offered" any sort of resolution, other than contacting me (which she hasn't done, and which I don't really wish for her to do, if she is only going to repeat what she says in her message). Obviously she is going to deny any wrongdoing, but that doesn't change the facts. Believe me, I have much better things to do with my time than make up stories about a furniture store. Since my original complaint, I have also received my first bill from ****, the credit card that was supposed to have "no payments, no interest" for a year. The bill was for $87! In addition, *** told me that the credit card could be used in "lots of places," like ******, **** ****** **** After setting up my online account, I went to see the list of places, and there were two: Surplus Furniture (no thanks!!) and ***** ******. Nothing I was told during or after my visit to this store--by *** or *****--was true. Nothing. I've posted a negative Google Review and will be contacting corporate headquarters, if this is as far as this complaint will get me. Regards, ******* *********

    Business Response

    Date: 06/20/2022

    Good Morning, I did try to call the Customer but there was no answer. I am willing to resolve this issue with the Customer. I read that the Customer stated there was NO Payments, No Interest for 12 months, that was incorrect, our advertisement clearly states No Money Down and it was explained to the Customer that there would be deferred interest for 12 months and that her payments would be stated in the Welcome pack that she received in the mail. Again I would like to stress that I was not rude in any way to the customer. I will keep trying to contact the Customer and try and work out a solution. Many Thanks *****SURPLUS FURNITURE & MATTRESS WAREHOUSE Store Manager - ***** ****** 

    Customer Answer

    Date: 06/20/2022

    I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. I have not been contacted, and no “offer” has been made by the business. If Ms. ****** would like to call me and leave a voicemail, so that I recognize the number and can call back, she is welcome to do that. It would be preferable if she emailed me: *****************************, since I keep my phone e on silent during the day. Regards, ******* *********

Surplus Freight Furniture and Mattress is NOT a BBB Accredited Business.

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