Surplus Furniture and Mattress Warehouse — Local services in Peterborough

The initial visit was pleasant, the person who helped us was very friendly, and would leave us to discuss our thoughts after providing any info we needed. Their delivery was prompt as well; we got our furniture the next day, and the guys were good at working around our awkward entryway. Unfortunately, three of the items wouldn't fit in the room, even though we measured before hand, it didn't end up working out. When we called about returning, and purchasing a different item that would work, we were then told about the strict refund policy...which honestly should be mentioned before purchase, because it's much stricter than other furniture stores (just fyi, they don't generally do returns, unless there's damage, and even then it's store credit with only 30 days to use it....) We had to wait awhile to hear back as to whether they'd do a refund, but they agreed to do one for us. We arranged pick up of unwanted furniture/drop off of the other piece. Fast forward to the day the drivers are supposed to come, and we find out they won't be coming that day, because we need to come in and do the refund first...there was no mention of this during arrangements...we arranged specifically for a day we are home too. Why arrange delivery first, if refund is first? Arrange delivery at time of refund, would make the most sense.

It wasn't the worst experience I've had, but the little nuances were aggravating enough that we probably won't purchase anymore larger items from here :( at least the staff is friendly and their delivery time is pretty quick.

EDIT: The manager at the store was very helpful and got our pick up/delivery arranged for the day we wanted, they even took care of the fee, which was a...

This was the worst customer service I have ever experienced in this city. They have a policy of no refunds (not mentioned at time of purchase) so when a couch would not fit through the doorway when they delivered, they refused to reimburse us. The furniture never entered our property. It was not special ordered. It was purchased, delivered, and returned the same day - no chance to incur so much as a “restocking fee”. There was absolutely no mention of this overly strict return policy at the time of purchase. After the return, the assistant manager argued with me (while the store manager looked on silently) that no salesperson would ever explain the details of the return policy unless someone asked about it. If they had a reasonable policy, it would, in fact, not be necessary. He used Covid as an excuse even though the couch was wrapped in plastic, was only handled by their people and never entered the home. His overall approach to any semblance of customer service was atrocious and he tried to tell me we wouldn’t be treated any better anywhere else which is a complete lie. Peterborough is better than this. They insisted they could only permit an in store credit so we were forced to find something under pressure among their very limited stock. It ended up costing more and was not what we wanted. They may have forced us into this purchase but they have also guaranteed that we will never set foot in that store again and we will make sure everyone we know is advised that he takes such pride in his poor customer service. The good reviews have to be fake because this guy took pride in telling me that he had no interest in...

Initially bought a sectional for our new place which was great! Staff were nice overall. Went back to buy a bed set for our daughters room and unfortunately had a terrible experience. The floor set they showed us had two lamps attached to the headboard which they went on about being so nice for our daughter to have at night time. Got the bed set home and it only had one lamp and one lamp slot, called and they apologized no one communicated that the double set only comes with one lamp, cool no problem. Husband starts putting bed frame together and the entire headboard is missing, so he drives back to the store and gets it. Spends the day putting it together and realizes they’ve given us pieces from two different bed frames, wasted so much time! So I call the store telling them they’ve made a third mistake and they apologize, but tell us to take it all apart and bring it back for the right parts. I feel like from a business standpoint if you’re making multiple mistakes you should send someone out to make sure it’s correct. Here’s to hoping we don’t get there and have a fourth mistake happen, or we will be demanding a refund. Won’t be shopping here again, which is a shame because we’re furnishing our entire house. Super...