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Surplus City complaints

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1358 Indian Mound Drive
Mount Sterling, KY 40353-1518 | Get Directions

(859) 585-5980

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Total Amount in Dispute:
$2,000.00

Total Amount Settled:
$0.00

Complaint Experience

100%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows that the one complaint brought to the company’s attention was responded to and given proper consideration.

Complaint Closing Statistics

1 complaints against Surplus City closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
0	Agreed to make an adjustment
0	Refusing to make an adjustment
1	Refuse to adjust, relying on terms of agreement
0	Unanswered

1 complaints against Surplus City

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10/21/2021

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $2,000.00 Amount Settled: $0.00

Customer Complaint

9/13/2021

We chose a sectional an ordered last year, then few months later notified it had arrived but when delivery truck arrived was wrong couch, they left it anyway. Store manager admits wrong one was delivered ordered additional sectional pieces that have never arrived and charged us more to our payments. We'll nothing change an its almost payed off. He claims there's nothing he can do. Resolution Sought Exchange for the original sectional we agreed on. Or full refund

Company Response

10/11/2021

Have been in contact with them multiple times and have told the about shipment delays that are out of our control. I explained we are unable to exchange since other pieces were on the way and we can't control. We did not charge more to their payments; we did finalize financing but didn't charge anymore on the synchrony 12 months same as cash. With delays in shipping due to Corona virus and current pandemic we can only wait for the additional pieces.

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