American Surplus

Thanks for the kind words about our salesperson — we’ll be sure to pass that along! We have to admit, we’re a little confused… if we “priced ourselves out of the marketplace,” how did we end up earning your business? Either way, we’re glad you chose us and appreciate the opportunity to work with you!

Hi Christopher, We’re sorry to hear about your experience, but we would like to clarify a few important details. Rachel did not “refuse” to offer you a freight quote — in fact, her initial email to you clearly stated: “Will you be scheduling your own pickup and sending a BOL, or do you need me to get you a freight quote and put you in touch with a broker? I have included the dimensions of your order for your reference.” We also want to note that your order was crated and loaded in perfect condition, as confirmed by our photos prior to shipment. Any damage that occurred after pickup would need to be addressed with the freight carrier, as they are responsible for handling the material during transit. While we understand your frustration, we wish you had reached out to us directly before posting this review. We would have been more than happy to assist you in resolving the issue and arranging replacement parts. Sincerely, The American Surplus Team

We’re sorry to hear that your experience didn’t meet expectations. However, we would like to clarify a few points for accuracy. Your order was placed with full visibility into the terms, including FOB collect shipping and the estimated shipping window of 7–10 business days, which was clearly outlined on the quote right next to the signature line. Our records also indicate that the items were prepared for shipment within the stated time frame, and your request to cancel came after the order was already packed and queued for carrier pickup. While we strive to accommodate cancellation requests when possible, once an order has entered final processing, our policy—also shared at the time of purchase—offers merchandise credit in lieu of a refund. This is standard practice in many B2B transactions involving order fulfillment. While we understand frustration can occur when expectations don’t align with reality, we stand by the transparency of our process and communications. Accusations of dishonesty are unwarranted and do not reflect the facts of this transaction. We are committed to resolving concerns constructively and serving customers who appreciate clear terms, reliable service, and respectful communication—qualities consistently reflected in the countless five-star reviews shared here by our satisfied clients.