Surplus Furniture and Mattress Warehouse — Local services in Ontario

I shopped there for a clearance couch on their website then viewed it in store and bought it with delivery few days later. couch arrived with ten different spots that were damaged. one being the cushion itself which was huge rip that would be ten times worse in a month. last in stock so the warranty will be useless and I cant get another piece in the same price. now I didn't see the damage in the store as it was on bottom and back and the commission sales lady was up my face she never mentioned that IT WAS DAMAGED and told me it was just discontinued. Their website also does not state this but that all clearance is brand new wrapped up. Also the one cushion is faded and discolored and the legs are cheap plastic. "Save on discontinued clearance models at Surplus Furniture and Mattress Warehouse! Get quality brand name living room sets at drastically reduced clear out prices! Save on living room sets, sofas, loveseats and sectionals all priced to clear. Choose from the top brands like Ashley, UFI and Carolina Girl. All discontinued clearance models are brand new in the original factory packaging! So why pay full retail when you can save up to 40% on clear out models. " So the manager agreed to give me a refund yesterday and to have movers come pick it up between 3 and 5 today and then I could sign the refund and get my money from head office. I just called and guy at the desk told me that they aren't picking it up today and gave me excuses about it being a third party company and them having no control over it. so they are hanging on to my money to collect interest and dicking me around about getting the couch back which is cheap quality and not worth the money. their website is false advertising and the furniture is crap. I also don't appreciate being mislead and lied to when all I want is a refund and the furniture to be taken back to the store as I already lost 704 for delivery for a couch I don't want. BUYER BEWARE! Don't shop there...

I have been in a couple times now and I was, well…disgusted to say the least. One time I sat and observed the employee’s behaviour while waiting in the store for my partner to return from the car. Another time I waited just outside the door on a display couch. Where funny enough I could hear everything as they were awaiting for customers by the door. While I was waiting the one manager of the store was what caught my attention, he addressed himself by the name of Shaun/Sean.

There’s a few things I’d like to address: -Racist remarks/jokes/statements/stereotypes/ etc. we’re being slurred by him to his fellow employees, not only in a general sense but to them directly, they were visibly uncomfortable and attempted to speak up. Though Shaun/Sean did not let them succeed in addressing the problem let alone acknowledge/admit his behaviour was not acceptable. He steals sales from fellow employees who are not ranked as high as him. I mean this in the sense of, he will literally go up to the employee and their customers and tell the employee to go elsewhere that they will now be his customers. He will also takes commissions from the employees who make a sale that he couldn’t take on himself and did no work for. This I only know because he did this with my partner and I. He also excessively tried to upsale me and make me pay/buy more things I had already addressed and explained I did not need nor want. Though he pushed it and pushed it till the second we walked out the door. Including a finance program he talked about 3 times and only mention a 30% interest after I had already given my information for it. This made me not want to buy anything at all.

I am not impressed at all and will not be going...

Original thread (June 24, 2019): Specifically asked to buy a bed frame that does NOT need a box spring. Sales rep showed me the model that doesn’t require a box spring. Bought it, had it delivered, spent all afternoon installing it, and found out it needs a box spring. I went back to the store and told the manager the situation. I was told that you cannot return the item, because it has already been opened and installed. To compensate, I was offered to buy a box spring with $20 off ($150-$130 + tax). With an already installed bed frame that needs a box spring sitting at home that I couldn’t return, I have no options, but to get a box spring. This is an excellent example of how to gently force a customer to buy things that he doesn’t want in the first place.

Reply to store response (June 26, 2019): *There is no options on google to start a new response-thread, so I edited the original post.

Thank you for the quick response. I understand that it is not the store's intent to sell customers products that they did not want. However, the outcome of my case was that I have to purchase a product that I don't want, because there are no better alternative options provided.

I found the 'Contact Us' page on the Kingston store website, and I have already sent an email via the portal yesterday (June 25, 2019) (See attached confirmation image below). I have called the number you have provided a few times, but every time I have been greeted with a voicemail. I am looking forward to hearing back from you via email. Thank you.

Update (July 10, 2019): District sales manager got back to me and offered two options: 1) $150 store credits, or 2) refund the box spring. I chose...