The Dump

Revdex.com: I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below My friend, [redacted] used her credit card to purchase the chair for the perks, but I paid her cash, it's [redacted] chairI returned all of the phone calls from Haynes/The Dump but the customer service person was never availableI called Cindy A***(customer service manager) again today 10-13-at 12:There has been no reply This dispute has dragged on for months unnecessarilyI called the warranty company as soon as the chair stopped working in the open positionThey said they would come to look at it IN WEEKS!! At their convenience.Again,who cares about the customer who just purchased a supposedly, BRAND NEW chairThey finally came but still didn't repair the chairHe had to order the main motor part! So another several weeks to wait for repair of a BRAND NEW reclinerThat should not have happenedThis recliner is a lemon, poorly made, & should not be deemed as a New product I continued to ask for help from the salesperson & manager by going directly to the storeAgain no helpI called the customer service dept many many times to complain of the lack of proper attention & serviceI can understand repairing a or year old product that has had some wear but this chair was less than month old & very little use as I do not live at the premisesI would be more than happy to discuss this problem with the customer service managerI spoke to Susan H [redacted] ( customer service) who assured me that she would take care of this problem and to call her anytimeThat was around July 14.None of my calls were returned I have called their main office several time to speak with the CEOHe has not returned my callsI hope The Dump/Haynes will make changes to improve their customer serviceI have been treated rudely This company has made statements concerning the use of the chair & of my healthI am offended at the bullying tactics and statementsIt is extremely unprofessionalThey made a claim that I was living & sleeping in the chair day & nightI don't live at the premises or sleep thereThe person who wrote that letter should be corrected and an apology should be sent Their policies on no-returns, needs to be changed on BRAND NEW productsMany companies value the quality of their products and their customersMany will refund their FAULTY PRODUCTS or replace it because they value their reputation and doing the right by their customers [Provide details of why you are not satisfied with this resolution.] Regards, [redacted]

Under customer file [redacted] Order number [redacted] , purchase of piece sectional made by [redacted] delivered May of June 20, customer called in to report a discoloration spot 6/28/14-- Leather technician went to the home and reported that there is no vendor defect The areas that the customer pointed out looks like accidental damage or customer use.The areas were scratched, and that is how the color was removed The leather tech restored the color to vendor condition Mrstated he was satisfied with the work.-Service file closedMONTHS LATER, 10/6/2014-- customer reports discoloration again Leather tech went to the home and restored the area Customer reported good work-Service file closedmonths later, 12/29/2014-- customer reports the raf recliner not opening and closing smoothly and also reports more discoloration Technician is sent out and he reports that there is a problem with the mech, and possibly also the motor The discoloration appears to be pet scratches and can not be restored this time It was also reported that the condition of the furniture was poor with many scratches and pet footprints on itWe requested a motor and a mech to restore interior-- and it took several months to get just the motor The mech still had not arrived Mr [redacted] was unhappy with the wait We requested an RA from the vendor due to the long wait for parts months later....March 13, we were given an RA..from the vendor, but we could not replace the merchandise, because it was no longer being made Mr [redacted] was approved for a reselection A return ticket was entered 206LLK Rep called the [redacted] and left a message We hold reselection approvals for two weeks 3/27/ Reminder call made to the [redacted] to advise they need to go to the store and reselectCustomer did not process any reselection In JUNE The [redacted] contacted the store manager and we got an extension for the RA Mr [redacted] indicated he was moving to PA Arrangements were made to accommodate them The return was done in Virginia on [redacted] Merchandise inspection reported pet damageReselection on [redacted] piece sectional made by [redacted] delivered to the PA address on July 3, August 2015-- Mrs [redacted] called the Richmond Dump store and reported peeling and discoloration, and that she is unhappy with the quality and wants to return the entire set Rep requests picturesPlease see [redacted] picturesThe pictures were sent to the vendor who would not authorize an RA It was also noted that the merchandise would expect to have some fading, as it is in a sunny room, but looks good The marks appear to be rub marks, and not vendor defect No peeling is observed No return or reselect are approvedIf the [redacted] have further issues, they may call in to customer service and we will open a service file to report the issues to the vendor and respond accordingly [redacted] thank you

We are sorry to hear that our customer is upset It is the responsibility of the sales person to review the terms and conditions with the customer, and the customer should read them and initial them and sign them The protection plan is optional We believe in the GBS protection plan so much, that our company The Dump, offers the customer a full store credit for the amount of the plan, at the end of the years, if they did not file a claim If you don't use the plan, you don't loose the money you spent on it In the terms and conditions for the plan, you will find that that plan may be cancelled at anytime during the five years at a prorated amount, so if the customer has changed their mind about that product, they may contact GBS and request to cancel it.Our records indicate that on the day of delivery the customer reported they were not happy with the loose arms We set up a service appointment and paid for a technician from an outside company The technician reported that the arms had been tightened The customer called again and said they were still not happy and the arms were loose, so we hired another tech service company and sent another tech who stated the arms were tightened, and they were as tight as he could get them Product within vendor standards No defects.The customer indicated that they wanted a replacement, and we are unable to provide an Return Authorization for this purchase, as there is no vendor defect.Thank you

Our records indicate that service technicians have been dispatched times for multiple issues that were deemed not be vendor defectsIssues included staples falling out, Velcro strips loosening, seat cushion cores flattening and a bent reclining mechanismEach one of these issues is indicative of heavier than use for this product rather than a manufacturer's defectNone of the problems are covered under the manufacturer's warranty but, to provide good service to a valued customer, we have taken care of the customer's past complaints as are willing to so for the current issue as well We use third party service companies that are not influenced by our company's bottom line While we understand the customer's frustration, the technicians are all in agreement that the furniture is not substandard Thus far all issues have been restored at our expense because none of the reported issues are the result of a defect which is why the manufacturer will not approve the return of the product At this point we are waiting for a mechanism to arriveIt is our intention to send a technician to complete service as quickly as possible

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait until for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted] Prior to resolving this issue, I would like to know the email address that I"m to forward these photo's toWhy has Jessic not called as of yet?

Driver called in stating that his attempting the delivery for customer Pass and no one is answering the phone or the door Driver gave the customer an hour call aheadI called the customer on number [redacted] and left several voicemailsI advised to the customer that the drivers were attempting deliveryI also advised that I had the drivers waiting minutesI also called the customers home number at ###-###-#### and unable to leave a voicemailAfter the minutes, I had the driver knock on the door while on a recorded line and take a picture of the homeIn the picture, there are several cars in the drivewayI released the driver to continue on with his route and called the customer again to advised that a restock fee will applyNew ticket is [redacted] also called the customers home number at [redacted] and unable to leave a voicemailAfter the minutes, I had the driver knock on the door while on a recorded line and take a picture of the homeIn the picture, there are several cars in the drivewayI released the driver to continue on with his route and called the customer again to advised that a restock fee will applyNew ticket is [redacted] Everything was recorded

I went to the DUMP on 12/27/to get a mattress base and the sales men [redacted] SOLD ME AND MY WIFE THE MATTRESS and said I will give a mattress cover FREE and he came to counter and said this for FREE and I fix the bill to show this is the TOTLE PRICE and we put money down and left the store with the PAD he gave us We got the first payment 1/26/everything is OK but the next bill 2/25/SAID we had another purchases of $I call them time and the last the to their main billing and store too and both time they SAID TO BAD nothing else we can do for you NOW I know why they CALL THEM THE DUMP

Hello, Normally reselection for comfort or size are not authorized, however an exception was made to allow a reselection The furniture must be in the same condition as it was delivered Here is the report from the store: DRIVERS CALLED IN, STATES THAT THE HOWARD SECTIONAL THEY WERE SCHEDULED TO PICK UP HAD QUITE A BIT OF VISIBLE DAMAGE/SCRATCH MARKSPICTURES ARE IN DISPATCH SENT PICTURESPER MGR THE EXCHANGE IS DENIED DRIVERS BROUGHT NEW FURNITURE BACK TO WAREHOUSEHOTLINE # [redacted] One of the managers from the delivery warehouse will contact this guest when they are open this weekendthank you

I sent this customer's complaint to the Sales manager of the store in [redacted] and he said that the sales person made a mistake on the paperwork and he would correct it He has informed me that he also called Mr [redacted] yesterday to let him know that all would be corrected The store is closed today, but tomorrow Mr [redacted] will have the accounts updated correctly He states Mr [redacted] is satisfied.thank you

Revdex.com: I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear belowBusiness response is a total falsehood But I am not shocked He would not even look at the ads and I never mentioned any prices I just wanted to see some rugs that were advertised by the business None of the advertised rugs were in the store and they were not in the store a week before, as we visited The Dump before the sale was advertisedI know they are not a trustworthy business, but the public still needs to report them when they pull these tricks Regards, [redacted]

Revdex.com: I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below In the [redacted] 5-Year Warranty from the store, it says NOTHING about seamsWhen I bought it, I received a box with furniture polish, and a tri-fold brochure that did not mention seamsI have shown that brochure to Nick [redacted] , the store [redacted] After speaking with [redacted] after the seam separation, they pointed me to an online brochure VERY DIFFERENT from the one I received at purchase that clearly states that they do not fix seams [redacted] /The Dump Customer Service has contacted me in the last week and has been extremely nice, and I'm hoping that we find an acceptable resolution (none as of yet, but he says he's working on it)However, even if [redacted] refuses to help, and others haven't had the same bad luck from [redacted] I don't think that it is good practice to sell a warranty in a store that is deceptiveMy couch is shredding, and there should be a solution that doesn't take over months to find Regards, [redacted]

The Dump customer service rep talked with this customer two weeks ago, and did file a report to *** This is currently a [redacted] claim and the customer was told this on 12/31/16.As far as the protection plan, there is no plan that covers "everything.' Everyday use is not covered, and further information may be found at [redacted] is in good standing with the Revdex.com Again, this is currently an open claim with ***, not The Dumpthank you

Initial Business Response / [redacted] (1000, 5, 2015/09/05) */ We are sorry that the customer is not happyNothing was hidden on the sofa when the purchase was madeWe do service the furniture we sell, unless it is purchased as clearanceWe currently have an open parts order for the issue At this time we are doing what is stated on the terms and conditions, and will service the furniture Thank you Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) The company is missing the point, this is not about being unhappy about the productIt is about being deceived and being sold defective productsThat phrase unhappy is appalling and very shamefulWhen you sell a product that is defective, or that you can't guarantee works properly, it's deceptionThere are many hard working Americans companies that stand behind whatever they are selling to the public, but unfortunately, this company is not one of themI believed we have joined the lists of customers who file complaints about the same company in the state of Virginia where their head office is locatedWhere was it declared on the paper work that the pillows/sofa where made of feathers? So #5,items are suppose to fall apart or make you scratching and uncomfortable? The question Revdex.com should asked The Dump is, how is the customer at fault for the short size of the 2xthat collapsed without being slept on? Or the separating foot bed frame? Sofa was designed to be comfortable when you sit on it, not to be wretchedThere is difference between comfortable and painfulWhen you have to cover cushions and pillows with something before you rest your back or sit on it, then there is a problemWhen the cushion goes flat when you sit on one part, there is a problemWhen you feel something poking you and you literally have to feel for the feather and remove it, it is a problemIt is a common sense thing, that if we have been told, we would not have bought itWhoever is handling this complaint, should think about this that, "If we were told, would we still go ahead and buy the sofa"? One of the people that was sent to my house in July, after taking the pictures said "oh before we get on the bed every night, we should always check to make sure the rails are straighten" I have never heard that before in my thirty something years in this countryIt is a shame and a shameful practice that this company is running, and they believed that they are above the law, and labelled customers unhappy This is the bottom line, If there is a guarantee that the order part is not made with feathers, we will accept it, but if it is, we don't want itWe want the sofa replaced(2)we want the 2xon the other bed replaced(3)the second bed frame must be replaced, it can't be fixed, in other to avoid any future incident, it must be replacedWhich was also echoed by Charles, when he came to take the pictures of both bedsAt this point, we need an Arbitration service, since the company is not listening, an arbitrator wouldWe have all the emails, and the pillows to bring to the meetingRegardless of the outcome of the meeting, we will abide by it, we hope that the company is not on their campaign donor listFair is what we wantWe also file a complaint with Business consumer alliance, and got an email back from BCA that, the company (The Dump) did not respond Final Business Response / [redacted] (4000, 9, 2015/09/23) */ Hello, We very much would like to make our customer the [redacted] 's happyPlease understand no deception was used when any of the product was sold The sofa was a floor sample! Everything was visible for inspection at the time of purchase The vendor who makes the sofa refuses to send us foam cushionsWe know the customer is not happy with the down, and if we can order foam custom cushions from another vendor(at our expense), we will be happy to do that, and are in the process of doing just thatKeep in mind, the sofa is not defective There are two sleigh beds on the orderOne of the beds have damaged rails(one of them looks cracked)We believe that the bed is the solid mahogany bed, on the ticket it is marked FLOOR, as it also was a floor sampleWe do not have any more of that bed in stockWe can pick up that bed, (the headboard, footboard and rails), and either give a refund, or store credit so the [redacted] 's can use the credit to purchase another bed if they wish We have more rails in stock for the bed marked on the ticket as the PARK AVENUE IIWe would suggest that we exchange out the rails, and we will also pull the schematics to find out why the slats are movingWe can replace them Our Parts coordinator did call the [redacted] 's today and left a message for them to please call so we can try to assist themHis name is Kevin Moore We are an upstanding company, and in no way would we ever want to be deceptive, or not take care of our customers as agreed upon in our terms and conditions thank you Final Consumer Response / [redacted] (4200, 12, 2015/09/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) 3RD RESPOND TO Revdex.com ABOUT THE DUMP My wife spoke to MrKMoore today August 9/25/around pm In the conversation with him, he stated that the vendor is not willing to provide any new cushions and pillows and that he cannot find any locals to do it(2)that he is willing to replace the 2x(3)He is willing to repair the second bed frame or give us a store credit, to use for anything in the storeShe told him No, We want a full refund on the other bed frame, since it is not going to be guarantee that any floor model is not going to have similar problem Our conclusion is, if the vendors are not willing to do anything about these issues, there are two options for us; a full refund on the sofa or we chose another sofa in the storeWhen we brought this up, he said noThe bottom line is that, we were NEVER told that the cushions are a combination of feather and foams, while the pillows are feathersWhen you are selling to customers, you have to give them the option to decide by disclosing fully what you are selling and what is made ofWhen you go to the store to buy cloth, you have the option of buying polyester or cotton, because of the disclosure on the label, and if it is not clear enough, the sales representative give you more information on the product that will help you in your decision This is not a matter of defect or notIt is a question of were your sales representative honest about the product? "The company replied said that the sofa was a floor sample" (meaning a full disclosure is not necessary or needed)Two months ago, someone by name [redacted] from their corporate office (XXX-XXX-XXXX) called me about the issuesShe told her the same thing, that we were never told about the feathers and foams, she told her to hold on, and search for where it was mentioned in their inventory that indicated that the sofa has feathersShe couldn't find anyShe promised to get back to her, and she never didThe conversation is still on our house phoneWith MrKMoore, she told him what we wantIf their vendor told them not to downgrade the cushions according to him (Kelvin) so what are we supposed to do? She told him that, we either do and exchange with another sofa in the store, or give us a full refundAnd a refund for the other bed frame, because it cannot be repairedHow convenient of MrK to now acknowledge this, that the bed frame was a floor sample and that the sales representative did not let us know that that is what we would be getting once we purchased it? He then said that they have it in the warehouse, it was delivered 48hours later instead of the original 24hoursThat is why it is falling apart less than months after purchase If the company and is representatives can be that deceptive, how can they honestly say that the customers were fully aware of what they paid for? Since this has been a back and forth issues with this company, it will be better to go to an arbitration hearing and let them decideWe will bring all the pictures, all the pillows, and all the past correspondenceThis is not a matter of buyer's remorse with the items, the company do not get it, and so it is fair for a third party to take a look at itWe also believe that, there should be a strict regulations that will govern furniture's industry, so that companies like this can be hold accountable for the product they sell to customersIf Unites state government have regulations that bind other countries, why can't they implement the same on their own? We wouldn't mind to be an advocate on behalf of customer's like usAgain, an exchange for another sofa in the store, or a full refundSince the other bed frame cannot be repaired, we need a full refund, so we can buy another bed frameFor the other bed frame, it needs enough support to balance the mattress We received another call from KMoore today Sunday 27th of September around pm, We did not want to talk to him, so he left a message on the house phone that, he had put in order for support for one of the bed, and he will go ahead with a refund for the other bed frame, they will ship it through DHL, and to call him when we received it so that he can send somebody to come and fix itBut he never said anything in regards to the sofa We still stand on arbitration intervention on the sofa, because we are not going to spend another $3,on any sofa periodWe offer to exchange this one for another sofa in the store they insist that the sofa we buy is not defectIf their vendor refused to give us another sofa that is not made of feathers, and they cannot find any local that will do it," according to MrMoore", we need a full refund so that we can buy another sofa from another storeAgain we need an arbitration to look into the whole story, and rule on whatever their decision should be after going over all the evidence

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.They are suppose to call with the delivery window the night beforeThey did not ring the doorbellCan not hear knocking at the back of the houseThey saw all the cars then they should have known someones was homeI had my daughter stay just for the deliveryWhy would you not ring the bell???? Regards, [redacted] ***

Complaint: [redacted] I am rejecting this response because:I will file a separate complaint against ***However, the Dump sold this policy and they are not standing behind the policy they sell to their customers This is absolutely NOT an everyday wear and tear! This table is not old and these marks have been there for a very long time alreadyI plan to take every measure possible to make sure everyone in my neighborhood knows not to shop at the Dump! Sincerely, Kimberly [redacted]

Our files do show the delivered furniture [redacted] delivered on 1/23/with no damage reported at the time of delivery On 1/30/we did get a report from the customer that the stitching on the left side facing arm was buckling A service order was opened and a request for pictures was sent to the customer After reviewing the photos from the delivery service, and then the photos from the customer, it was determined a service technician should be sent out Universal Upholstering Service was contacted to go to the home(at no cost to the customer) The customer was made aware that another service would contact them to arrange an appointment The part was ordered, and did take some time to arrive It is correct that the part came in wrong from the vendor.The customer was offered discounts to keep the item as is, or they could reselect I do have a reselect ticket for two floor sample pieces, and unfortunately there was a problem with the reselect order The customer requested to cancel the order and return the original selection for a refund, and that request was approved by the store management The furniture has been picked up from the customer for a refundthank you

We are very sorry the delivery did not go well We did contact the [redacted] and we are doing as they requested The return was keyed in yesterday, and is already scheduled for tomorrow 12/3/ ticket number is [redacted] If the credit card chargeback is already in progress, we may be unable to refund immediately Once the bed is returned, the file will go to accounting to the credit card division to find out if the refund can be done We may have to get the approval from the credit card companyThank you

Initial Business Response / [redacted] (1000, 5, 2015/09/05) */ We are sorry that there are problems with the sofaThe service Rep Beverly has been in contact with the company that made the sofa, and is asking for a return authorizationOur Rep has talked with our customer many timesThe comments log on the open service ticket show: 09/01/15:29:- BEC - Manually Entered Comments CALLED CUSTOMER AT XXX-XXX-XXXX LEFT MESSAGE ADVISING WAITING ON RESPOND FROM VENDOR ...WILL GIVE CUSTOMER A FOLLOW UP CALL SOON AS I RECEIVE A RESPOND Our Rep Beverly has filed a request with Southern Motion and will follow up this week thank you Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I would like a full refund from this companyI do not want a reselect.I no longer want to do business with this comanyNot happy with the the way things were handledDo not want to take a chance buying another piece of furniture that will break in less than a year Final Consumer Response / [redacted] (4200, 11, 2015/09/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) It does not matter whether they make their own furniture or not A consumer has the right to a full refund if they are not happy with a purchase We are not happy with what happened with the couch and want a full refund .This couch broke in less than a year I want a full refund I no longer want to do any business with the dumpThe customer service rep Beverly is not a nice lady She keeps telling me I'm not going to get a refund everybody has the right to get a refund when they purchase something that is garbage Final Business Response / [redacted] (4000, 13, 2015/09/22) */ We are trying to obtain a return authorization from the vendor We are doing what our terms and conditions say we will do We can send out a tech to restoreWe will get an answer from the vendor this will, and if they approve the return, we will be happy to take the return only without a reselectionHowever, if they do not approve a return, the only option will be to allow us to service the merchandise thank you

Our rep [redacted] did file a request to the vendor for an RA, however the vendor denied that claim, and said they will authorize and pay for service including the replacement of a seat casing We do not have approval to exchange the sofa.Our department manager will contact Ms [redacted] this week to discuss furtherthank you

We have contacted the customer to offer a full return of the two rugs with no restocking charge deducted