Surplus Furniture and Mattress Warehouse

The staff here is very helpful and kind, not pushy at all. They were honest about their products and genuinely wanted to help me find what I needed. Though I didn’t end up buying anything here, they recommended alternative places to find what I wanted. Really appreciated their direction and product knowledge.

Probably could be a decent place to shop for a deal on used items. Lot's of selection, good location etc, but when you say thank you to a staff member and they respond with a disinterested "yeah", it does not motivate one to come back. Good customer service is a dying art, a simple you're welcome goes a long way to making you feel like you are indeed welcome, hence you'll return. Unless the staff member was an owner and/or manager, unfortunately it is difficult to manage that aspect of a business unless you know about it.

Surplus Furniture has good pricing, no question, but in the worst-case scenario they are an absolute nightmare to deal with. If you can find anything within $100-$200 of the same price, I’d advise you to go there. We had an absolutely terrible experience with a reasonably positive outcome. We moved to Halifax the night before our experience at Surplus Furniture. As we looked at mattresses, we had help from our salesperson, George. He was very knowledgeable & helpful. At one point, we asked George if we should pay for delivery (an additional $40 to our purchase). On more than one occasion throughout our purchasing experience, he advised against delivery, suggesting we use the complimentary “tie down service.” Surplus Furniture even has pictures of all different vehicles they’ve tied mattresses to. In combination with George’s advice, we had our mattress tied down. I tried to move the mattress & it seemed secure. We pulled away from the store & within minutes were on the MacKay Bridge. We accelerated up to about 60 KM/H — speed limit being 80 KM/H, so we were still slower than the rest of traffic — & our mattress & box spring flew off the roof, tumbling down the roadway as we came to the middle of the bridge. Luckily for us & everyone else, neither the mattress nor box spring hit anyone. Being new to Halifax we didn’t know who to call. I called Surplus Furniture. I got one of the assistant managers, Matt or Mike (can't remember), on the phone. I should add I didn’t know he was the assistant manager until MUCH later in our conversation. I asked Matt if they could send out a delivery driver to help to which he told me, “No, you signed off on the tie down, it’s not our problem.” I pleaded with him for help, not knowing what else to do or where to start, to which he replied, “I’d start by getting the mattress & box spring off the bridge.” He was cold, callous, uncaring & flat out rude. I then had to call the bridge authority. They retrieved our mattress & box spring, & were very sympathetic to us & what had happened. I won’t forget their kindness in an extremely traumatic situation. Unfortunately, the authority informed us our box spring had shattered on impact, & our mattress had been scuffed up pretty severely. In order for us to take our box spring & mattress, I had to go purchase ratchet straps for the cost of $60. While outside Canadian Tire, I called Surplus Furniture once more, & got assistant manager Matt on the line again. I asked him to give us a new mattress & box spring, but he was completely unreceptive to my pleas. I explained to him it was his salesperson who advised us to get the tie down service, & regardless of what the fine print says, this was in no way our fault. The “best he could do” was to offer us a new box spring at half off, saying “the business would take a loss, & lose overhead if he were to compensate us,” as if that were somehow our fault or our problem. I continued to push this was poor business practice, completely unacceptable, etc. Finally he told me “his manager” was informed of the situation, & had the same information. This was when I began pushing to speak to his boss, who was actually on vacation. This being Tuesday, Matt told me I wouldn’t be able to speak to him until Friday. Continuing to push, I got Joel on the phone, the actual manager of the store, & I told him our story. He told me, “He didn’t know any of the details I had mentioned to him.” He felt terrible, & told me Surplus Furniture would be providing me with a brand new mattress & box spring. Unfortunately, we still had to pay an additional $40 for delivery, which Surplus Furniture did not take care of. We also had to bring the damaged product home to exchange with the driver. Including our ratchet strap purchase, we totaled an additional $100 in cost & over 3 hours of time & stress. In the end, we got what we paid for, but paid more for it than we should have. We incurred more stress than we should have, too. UPDATE - I emailed the address listed in Surplus Furniture's response... No reply.

These guys are good sales people however lack customer service specially the post sale care. The furniture they have is reasonably priced but then don't expect too much with respect to quality as well. Once they have sold you the furniture, the attitude changes completely and if there are any defects found on delivery it is extremely difficult to get a proper response. They will just keep on passing the responsibility on either the vendor or the delivery company leaving you to think what role do these guys have in the sale. Also, their delivery arrangement is really crappy. They just contract the cheapest one and in my case, the boys that came in had no clue of how to assemble furniture. The only thing they care about is the time spent on your premises as they charge on time basis. If you want to buy from here, make sure that you check the stuff when it is being loaded and better to get your own delivery arrangement. Specially never hire their delivery guys for assembly as they would just waste your time.

Great service..always have a good laugh with the people that work there.. they make you feel comfortable being in their store with no pressure to buy anything..they will have my business for a long time to come!!!🙂