**This review is for Surplus RD #15 in Granby, Quebec. I am unable to post for this specific…read morestore, my apologies***
My spouse and I purchased a brand new sofa and reclining chair. We paid $60 for delivery.
During delivery, our door frame was completey broken and the light and fan remote as well.
We then proceeded to go on the website to advise about the damages in our home, but found that it was written in the delivery secion that the store will not cover any door frame damages etc, this was not mentioned at the time where we agreed to pay $60 for delivery.
Both boxes were left unopened.
The box for the reclining chair was damaged and the giant couch box (6+feet long) was left upside down. We were left to lift, flip, open and assemble the furniture received ( our salesman led us to believe was included in the additional $60 fee. )
Once the chair and couch were finally assembled, we immediately found that the footrest of the reclining chair did not go up fully, it was nothing like the one we tried in the store several times, and to make matters worse, the footrest is absolutely impossible to close. Not even a 6 foot tall man, weighing around 200lbs who works physically on a daily basis, is able to close the footrest on his own. It takes around 15 attempts and assistance from another person, who is not in the chair to close it.
As for the couch, if anyone sits on the right reclining side, there is an incredibly loud knocking sound that happens consistently, no matter the weight of the person sitting on it. (2 kids under 5 years old sat on the defective side for reference).
That side is significantly lower than the middle and left reclining side.
Emails and claim requests for each item on their website along with videos (sent by email and through their website) as well as several phone calls have been made.
A week later, we finally received a very cold email stating the store's frustration on their call being missed (on a Wednesday during regular work hours).
On our end, there were no missed calls in the phone history and no voicemails have been received either.
The email continued with an offer of either $150.00 in cash credit, or a $200 store credit for the recliner chair to keep as is. The store mentioned that the foot rest not going up very high is not considered an issue for Surplus RD. They did not offer to replace the clearly defective items.
With regards to our newly purchased defective couch, a technician is apparently supposed to come review only this item.
I've requested the technician be sent for both items, as we would like to get functional furniture, considering that we purchased new, with the extended warranty, in the hopes of avoiding any hassle... Basically we were hoping to avoid everything we are going through right now.
No conclusion for the time being,unfortunately.
The reason I am writing this post is to hopefully help other's avoid the same kind of unexpected and unnecessary stress that my family is currently going through, and shop elsewhere.
In my very overwhelmed opinion, dealing with the lack of professionalism is simply not worth it.
