Surplus Furniture and Mattress Warehouse — Local services in Ontario

If you are thinking about buying furniture from the surplus please think twice!! My wife and I bought a love seat, couch and recliner from them. (leather like material) we got the extended 10 year warranty for all three pieces. We had it delivered. When we unwrapped them the love seat and couch both had rips in them. We called and told them what happened and they said no problem we will send out a new set. So a couple days later we receive a new set, unwrap them and again both had marks and little rips on them.. again we called and told them, they sent us a another new set (we had to wait for a month for this set because they didn't have anymore in the warehouse and needed to wait until they received more) the third couch we received was "okay" but the loveseat again had a rip in the side of it! At this point my wife and I are both not all that happy with what's going on. We call and send more photos to the manager at that time. He says that they have discontinued the set we have but we can go in and pick out a replacement set. We go into the store to look and find nothing that we like to match with our recliner. The manager says okay well you can either upgrade and pay the difference or wait until we have something you like for the same price just come in every so often and check to see if there’s anything that you like. So we decided we would wait and hopefully something we liked would be available soon. a couple months go by and my couch seat starts to almost flake off! So we go in to take a look to see if we like anything and to find out what to do about our situation now that we are going to have to put the couch threw a warranty claim. there's a new manager. We talk to her and explain what had went on so she pulled up our file. She replies with "your file is such a mess I have no idea what the guy did with all the couches that were delivered damaged, also we don't even sell the warranty you bought so I have no idea what to do, I'll send all of this to head office and they will call you to figure everything out" so we wait for two weeks and get no phone call from head office so we call and get the phone number for the district manager. We call him and after a very long time of trying to get ahold of him he called back and asked that we send him photos of the couch that's now flaking and the love seat that we received damaged and that he would put it through to have it completely replaced, he said it wouldn't take longer than 3 weeks. 4 weeks roll by, I call and leave him a message just touching base to see what was going on. I left a message and didn't receive a call, two months go by I left several messages with no phone call in return from the district manager. I went into the store and asked if the district manager was okay or if maybe he didn’t work there anymore as I hadn’t received a phone call back from him. They say yes he’s fine and still works for them he’s just been externally busy. The next day we get a call from him saying that everything is out through the warranty and they are replacing it, and will deliver it is but we would have to pay delivery fees which was no problem. So they finally after months deliver us our new couch and love seat! The delivery guys left and I start unwrapping my loveseat first, I find a sharp object sticking out of the back almost ready to poke through the leather but I thought enough is enough everything you get from this store is junk so just live with it and get a new set elsewhere when the back does end up getting a rip in it. Then I open the couch, everything seems to look okay! Finally! Then I flip it up to put the feet on it, the board that’s on the back of the couch that runs from one side to the other on the bottom is completely warped! So bad that the leather isn’t even stapled onto it!! It’s so bad that it won’t sit flush against my wall!! I call the district manager, left a message and again never received a call back!!! I’m so mad and frustrated after this whole situation.. I would not ever suggest this store to anyone!!! Dont waste your...

Very bad service. Will never go back at that store Asst Manager and Manager are useless. Not happy at all !!! Myself and my Husband went to purchase a couch and a loveseat Kris and Colin help us to make a choice I was not sure between a leather one or material one we want all recliner so we try some and decided to get the material one made by Ashley everything was good but when I got my couch I didn't have my shoes on and I push the recliner and can jyst feel the piece if wood when u should feel the cushion around it thinking that's the way it was made but I had another couch and Live Seat upstairs too and material doesn't do that went try other one at other store doesn't do that either so I'm really not satisfied with that purchase so went back to the store explain to the ads.Manager nothing I can do policy said 72 hrs that's the way it's been built not to smiley either and I told him I don't want my money back just exchanged because I'm really not sitting comfortable and don't like to feel the wood on my feet went I put my feet up on the recliner but I was talking to myself did want to understand my concern so I ask for the manager he told me tmr will be around so call first think in the morning they told me he was busy to leave my coordination so leg will call me back in 10 minutes haft a he the latest no call call back talk with him telling him my concern about the couch and that I was not satisfied at all his respond was jyst wait I make some phone call and call u right back he did with the answer can't take it back just because of the wood and it's been a week now so I will have to sale it at used oh yes for sure I'm loosing money here that's I told him but he did really give a them about me satisfied or not like both said u owned. I went there because it's smaller then the Brick or Leon furniture but never again it's a really poor service and no comprehension at all. Please anyone who wants to purchase Ashley couch and loveseat recliner try it with no shoes on or u will have the surprise when u do. Not a happy customer never will go back at that store took a insurance cost 199$ I can imagine if I had a problem because I know I will the wood will pierced the material what they will tell me when...

DO NOT BUY FURNITRE FROM THIS STORE!!!! HORRIBLE EXPERIENCE. THEY SOL:D THE FURNITRE THAT I PAID FOR IN FULL!!! STORE MANAGER AND DISTRICT MANAGER ARE USELESS!!!!

I attended Surplus Furniture in mid October to look at living room sets and a mattress. The sales associated at the time were wonderful. There was a couch set that I liked, but wanted my husband to look at it before purchase. I was informed by the sales associate that there was only one other set in the store. He encouraged me to put a deposit on it, to secure it if I chose that set. He assured me that if I chose not to go with that set I would get my deposit back.

My husband and I returned to look at the couch set and to look at mattresses. I purchased a mattress that day and paid for the couches in full. I spent close to $3000.00. I set up delivery for November 19th, 2016, my moving day.

On November 19th, 2016 I get a call from Surplus informing me that the delivery would be late, 7-10 business days, as my furniture did not get on the truck, which I knew was a lie because I was informed that I had paid for the last set in the store. I informed that it was unacceptable. The sales associate put me on video chat, I picked another couch. Upon delivery of the couch set, the delivery driver informed me that Surplus sold my furniture. After the weekend I called surplus and informed that I did not like the color of the couches delivered, as they did not match my décor.

After 7-10 business days I still did not have the couches I bought and paid for in full. The store manager was not helpful, did not return my calls.

The district manager took more then two days to get in contact with me. He was rude and abrupt with me, he had no idea the details of what had transpired. He offered me $200 back and the money for delivery.

I attended the store the following day to get my money. He could not give it to me until the couches were returned, waste of my time. He informed me that I would have my couches before Christmas.

Here I sit on Decmber 27th, 2016 without the couches that I paid for in FULL!! I called the store well over an hour ago to speak with the District Manager Russ, I demanded a call back today. I still have not...