Surplus Furniture and Mattress Warehouse — Attraction in Barrie

About a month ago, I purchased a king bed with a mattress at Surplus Furniture, totalling around $2,200. I opted for the 12-month no-interest financing plan through Flexiti, which the store set up for me.

When I got home, I was shocked to receive an email from Flexiti showing a transaction of $4,624 ($4,500 + $124 admin fee)—more than double the actual price. I immediately called Surplus Furniture and reported the problem, and they advised me to contact Flexiti to resolve it. I called Flexiti, and they informed me the store had to cancel the incorrect charge and redo it properly. I contacted the store again immediately and told them what Flexiti had asked them to do, but they insisted it was “impossible” for a mistake like that to have happened and told me to wait 24 hours. Nothing changed. I called again and was told a manager would call me back within 10 minutes—no one ever did. After several more calls and repeated attempts to recount the story, someone finally processed a partial refund.

However, the refund didn’t go toward correcting the financing agreement—it just showed as a credit on the Flexiti account. Additionally, $129 was missing from the refund, and I never received an explanation. I was already too tired to call the store to ask.

Now, Flexiti is billing me $385/month, which reflects the original $4,624. They told me it will be adjusted next month. They understood the issue, but I need to pay $385 this month, and the fix will be applied from next month. They told this could have been avoided entirely if the store had cancelled and reprocessed the transaction as Flexiti originally advised.

To top it off, while the bed is fine (so far), assembling it was a nightmare—by far the most painful piece of furniture I’ve ever put together.

I do not recommend this store. The lack of accountability, follow-up, and customer service was extremely frustrating and time-consuming. For a $2,200 purchase, I expected...

We purchased a couch from Surplus Furniture along with the extended warranty, and the experience has been extremely disappointing. At the time of purchase, the store manager assured us the warranty would cover all types of damage, including pet damage. When we tried to make a claim, it was denied outright via email. It took months of trying before we were even able to speak with someone on the phone, only to be told again that nothing would be covered.

Within the first month of owning the couch, we were already unhappy with it. The fabric started piling almost immediately with minimal use. Our 10 lb dog caused tears in the fabric simply from running across it. The seat cushions do not stay in place, and they sag quickly. For a couch and warranty that cost us over $3,000, the quality has been terrible and the service even worse.

It is so disappointing to spend thousands of dollars on something that should last for many years, only for it to start falling apart in less than one year.

We filed the warranty claim within the first 9 months of owning the couch, but the company refused to honor it. The warranty is essentially worthless, and the customer service is the worst I’ve dealt with. I have tried to come to some resolution with the store, and even submitted a request for head office to reach out to me and I am getting nowhere.

I would not recommend Surplus Furniture, their products, or their warranty. Save yourself the money and frustration and...

We walked into Surplus and were instantly greeted pleasantly by 3 staff. They inquired if we were looking for something specific. My spouse told them what we were shopping for and the one gentleman (i did not get his name, but he is bald and has tattoos), directed us to an option at the very back of the store. Abu, a trainee, took us right over. Surprisingly, it was exactly what we were looking for. It came too easy, I thought we should at least do a lap to look at other options. While we looked around and sat on some couches, Abu was going back and forth between sharing details of what we were currently looking at, and working out final numbers for the first option we saw. Although they had a lot of nice things (they had neat speaker tables), with the deal they worked out, we settled on 2 of the original (very nice couches) that we could not refuse. I do a lot of reviews, but don't often give 5 stars unless it deserves it. I found no flaws in our experience and all 3 staff were friendly and helpful throughout our time there (thank you!). We get them on Friday and I will update if anything changes. I attached pictures of the sectional my daughter took pictures of, because she wants to save up and get it for the future (she's 12). Lol. Oh and the speaker table she'd like for...