Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:20/11/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased my living room set in May 2024. I also purchased what they call ********** 5 Year $20K VIP pet protection plan 4 months into the purchase I noticed a hole in the arm of the loveseat. I called the protection plan. They asked for pictures and details. In the end they told me that because my set was purchased such a short time ago the retailer had to take care of it under warranty. I called Surplus and emailed multiple times. Last time I spoke to them I was told that it was at the mangers discretion if anything was going to be done. I was told to send an email with the pictures and details. I did. I sent a follow up email and it came back saying blocked I sent another email from my other address and to no surprise it went through. Ive called and left 2 messages. The manager is either busy with a customer or doesnt work today but never returns my calls. They also need to pay better attention to their clerical duties. They provided me my receipt with someone elses home address and phone number on it as well. Im pretty sure thats a breach of privacy. Makes me wonder who might have my personal information if they did this so easily.

• Initial Complaint

  Date:03/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a bunk bed for my daughter August long weekend (I believe it was Sat Aug 5th 2023) for about $300 for the sole purpose of her being able to have sleep overs with her friends and family (due to my health it really depends on the virus situation) the first time the top bunk was to be used was Dec 21 and 22. On the night of Dec 22 as my daughter sat on the top bunk the whole thing came crashing down it broke in pieces the supporting bar snapped in half lengthwise. I called the store and the manage informed me that normally its a 30 day warranty and it was passed that time but after seeing the pictires of the bed and the damages to the child he said "your kids could of been slaughtered" and he agreed to talk to district manager as he stated and get a deal. They let me know i could come and get a new bed worth almost 600 for 200. i agreed thinking great deal. got to the store but the bed was too small. I called him and told him i cant take it as it would not fit two 11 year olds on it. He told me its that our nothing I said i wanted my money back and he said no,
  
  the bed they had on disply to sell me was too small (and display was cracked) other single over single bunk they had was cheeper but about to fall over like a house of cards, the only other bed they had that was decent was single over double.
  
  My husband does not wish to give them anymore money he is angry and so am I after all the dealings with this company. I drove out there to get the bed Saturday December 23 and came home empty handed the manager working the floor told me to call the manager i spoke to Tuesday the 26th and i did that (from the road coming home from my moms) just to be told its a take it or leave it situation!
  
  These two children got hurt from this bed! I have pictures of the bed and injuries and the invoice for the new bed he wanted me to pickup for 200. yes i agreed before seeing it but no way can i accept this!
  
  REPLACEMENT IF A COMPARABLE BED

  Business Response

  Date: 15/01/2024

  Client originally purchased a twin over twin bunk bed at a great price to them of $298.00 in August of 2023. However, this was the last available bed at this price point. When the client called months later to inform us that the bed was broken, we immediately offered 3 more options that were more than twice the price at no cost to them. This is the impasse we are at right now. The customer was told that there was no available refund as the item was being used for some time. Client did not like this outcome thus threatened to go to the newspaper. Our conversation ended there.

   

   

   

  Customer Answer

  Date: 15/01/2024

   
  
  Complaint: 21092746
  
  
  
  I am rejecting this response because:

  
  issue is im not sure how to reply as what theh wrote is a bold faced lie! 3 offers no they offered me 1 take it or leave it.
  
  and saying it was more than double at no extra cost ( i sent you the papers ) they wanted us to pay 200 more for the only bed they offer that was tooo small!!!! 
  

  
  

  
  
  
  
  Sincerely,
  
  ***** **** ***** ********