Surplus Furniture and Mattress Warehouse — Local services in Lethbridge

We purchased a couch and reclining chair from Surplus Furniture & Mattress Warehouse on May 3, 2025, with delivery on May 9. At the time of purchase, we were told the delivery team would set up the furniture in our home since we couldn’t lift or move it ourselves. Upon delivery, the team said they were not informed of this request and could not assist, leaving us to unpack, setup, and dispose of everything.

Within two days, small rips began appearing between the couch seams. We immediately emailed management with photos and were told the issue would be forwarded to the distributor. Six months later, we are still waiting for a resolution. The original manager left, the new manager had to re-explain the issue to the distributor, and each time we contact or visit the store, we’re told the person who handles claims isn’t available or is on vacation.

The rips have now tripled in size, with multiple tears spanning 6–8 inches across several seams. Despite our repeated efforts, nothing has been done.

This level of service is unacceptable. While Surplus Furniture may rely on distributors, they are still responsible for the products they sell. Customers should not be left waiting half a year for a simple warranty claim to be acknowledged. We are asking for accountability and a prompt resolution — a replacement couch or a full refund would be fair...

Pros: friendly staff, decent pricing, free items with purchase depending on value spent. Cons: the furniture is prefabricated but not put together, this is something the customer has to do, $120 extra to assemble, $200 insurance coverage if you want to protect your furniture against damage etc. $90 for delivery.

So here’s my beef and the reason why 2 stars, the delivery wasn’t necessary if we would have known the sofa would be delivered in flat packs like ikea. $90 is steep considering we live 5 mins away 13 blocks!!! While putting the furniture together there were not enough long screws and they sent too many legs. Things don’t line up properly so the chaise part is higher than the rest of the sofa, the trundle does not operate smoothly or easily, one of us has to hold the back to pull out the base and trundle. This is primarily because the clips are not put in the same place on the either side. Although I find the sofa firm, and cushions are decent quality, overall it’s kinda cheaply made and I felt a little gouged, with the add-on pricing. I would rather they offered me free delivery or assembly than the mediocre carpet.

The sofa is fine for our use but it is unlikely I would recommend this vendor nor would I purchase from their shop. As always...

1 star because; last night, my boyfriend and I stopped in to view some pieces I had found earlier in the week. With an intent to drop a few $1000 to furnish our new home, he wanted to have a look in comparison to what we had already viewed in other stores. We were greeted by the only female staff member on the night of December 17, 2020, I had stated our intentions for the visit and she continued to follow the two of us, leaving no room for thought or discussion as she aggressively pushed purchase options on us. We finally proceeded to look even though we were annoyed by the persistence, and even so, we still liked the findings of our visit and still had an intent to make more than one purchase. Upon leaving, this employee proceeded with the aggressive hospitality and once she realized that we were leaving without any paperwork or signatures, she scoffed about us “coming in for no reason during a pandemic, thanx” in VERY condescending, sarcastic and dehumanizing way. We have since decided to take our business elsewhere.

I would also add that we were the ONLY 2 CUSTOMERS IN THE STORE at this time. This treatment is both inexcusable and unacceptable. I will not have COVID Pressures as a reasoning for this mistreatment of...