• Report: #463504

Complaint Review: SurplusDecor.com

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  • Submitted: Sun, June 21, 2009
  • Updated: Wed, June 06, 2012

  • Reported By:Lawrenceville New Jersey
SurplusDecor.com
www.surplusdecor.com Brooklyn, New York U.S.A.

SurplusDecor.com Company screws customers and censores out bad online reviews Brooklyn New York

*Consumer Comment: Lowest price I could find, and received product is in perfect shape

*Consumer Comment: They've been good to us.

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Below is a customer review I was going to post on the website of SurplusDecor.com. When I first wrote the review, the website showed ONE glowing review of the product I had problems with. After I submitted my cautionary 2-star review, presto, there appeared FIVE five-star reviews on the website for the product in question. My 2-star review, however, was not among them. It looks like this business is recklessly censoring any negative comment from their customers.

Well, here's the review anyway:

Regarding frameless, neo-round tempered glass shower enclosure: "This is a nice-looking product, but if you have any problems with it, don't count on customer service from this company. I had one shower panel explode in my hand, without it striking a surface or anything; it just ripped. According to the warranty statement, the glass is guaranteed, except when mishandled or abused. I did not mishandle it. SurplusDecor.com refused to give me any help with this and referred me to Vigo, the importer of the glass. However, Vigo has zero customer service: they don't pick up the phone, and when you leave messages and emails, nobody calls back. I ended up buying another panel, although I should have gotten one as a replacement for free. A disappointing experience." **

Since the glass importer, Vigo, is located near my home, according to their website, I showed up at their business address to discuss the matter. I then realized that the address given as the headquarters of Vigo was simply a warehouse. I asked to be dialed through to the actual headquarters, and when I explained my situation, I was disconnected. It turns out that the headquarters of the distributor, SurplusDecor.com and of Vigo, the importer, are both in Brooklyn...smell a dog?

The additional panel cost me $145.

Bernard
Lawrenceville, New Jersey
U.S.A.

This report was posted on Ripoff Report on 06/21/2009 06:51 PM and is a permanent record located here: http://www.ripoffreport.com/r/SurplusDecorcom/-Brooklyn-New-York/SurplusDecorcom-Company-screws-customers-and-censores-out-bad-online-reviews-Brooklyn-New-463504. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
0Author 2Consumer 0Employee/Owner
Updates & Rebuttals

#1 Consumer Comment

Lowest price I could find, and received product is in perfect shape

AUTHOR: doctortodd - (United States of America)

I recently purchased a Vigo shower enclosure.  The price at SurplusDecor was 10-20% less than anywhere else that I could find, and I searched rather thoroughly.  I received the shower enclosure a week or two after I ordered it, and it arrived in perfect shape.  I installed it, and it is working well a few weeks later.  Based on my single experience, I recommend SurplusDecor.com.

 
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#2 Consumer Comment

They've been good to us.

AUTHOR: SSW - (United States of America)

I am sorry Bernard had the experience he did, but our experience with Surplus Decor has been great.

After years (literally) of searching for an island vent hood we could afford, I found a beautiful Vigo brand brushed stainless steel and glass vent hood for about $700 (about 1/4 - 1/2 of the "normal" prices).  Once it was installed, it was horribly noisy, but when my husband contacted the manufacturer they immediately sent out a part they thought was the problem - at no cost to us.  We put off installing the new part, but when we tackled it, we found that another part had just been installed backwards at the factory and reversing it solved the problem.  In the end we didn't need the part they sent, but their response had been immediate.

When it came time to replace our counter tops and put in a new sink, we ordered a 16-gauge stainless steel sink from SurplusDecor.com with no hesitation.  The sink, manufactured by Kraus, arrived packed in a box so strong we kept it, in a black bag for protection, with additional accessories I hadn't even realized were included - for a price lower than we could get a lesser sink on the damaged rack at the local big-box store.  The quality of the sink is incredible - it is so well insulated that there is almost no noise when you tap it. 

Friends who also recently renovated their kitchen were sick when they saw the quality of the two items we had gotten from SurplusDecor for the prices we did! 

No one, and no company, is perfect - but our experiences with Surplus Decor have been terrific.
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