The Dump

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***
Dear Revdex.com:I just now received a response from you saying the Dump had offered me a comparable product and I declinedNo such action ever happenedI have received no contact from the Dump offering me anythingI request that this complaint be re-opened and it be determined who contacted me and what I was offeredIt's sad that the Dump would make such a claim when no one has ever contacted me from the DumpThe Dump should not be credited with trying to resolve an issue when they didn't make any attemp to date.Thanking you for reopening thiscomplaint,

For this order we have on record that the warranty was offered at the time of purchase, and was declined by the customer. Order number 206LFH 10/13/14. On delivery, 10/16/14delivery was made for a sofa $and a loveseat $349.00, and on that day the customer
pointed out that on the bottom left side on the back of one piece was a small area of discoloration and also on one cushion.The customer was offered to refuse the furniture and we would schedule another set to be delivered, or we would give a substantial discount to keep the merchandise AS IS. The customer selected to take the discount of $off each piece. The customer asked at that time if she could purchase the warranty, and the delivery rep said no. Warranty is to be sold at the time of purchase only.Ms*** contacted the store and the store management team got approval to sell her the warranty after the delivery. That order is *** 10/17/14. There are written terms and conditions available at the store and also on line and describe what is covered and what is not. Pet damage and accumulated damages are not coveredmonths after the purchase, on 4/24/Ms*** called in to report problems with her sofa and loveseat. The Rep tried to assist Ms*** even though the order was discounted to and asked her to send in pictures. The rep sent the pictures to the vendor who said the damages were not vendor defects. Ms*** spoke to several people in our management team, all who explained that the merchandise was AS IS, and the damages were not vendor caused. The rep also assisted with a possible warranty claim, however, this too was denied because this was not accidental damages even though at one point it was reported that the one damaged area started from a small puncture or rip caused by her doggie. Pet damage is not covered.We have attached the pictures of the damaged areas. We will not exchange or service.thank you

Hello, We are going to call this customer to discuss this further. Part of the problem is that there is no more stock on this set. The customer purchased the floor model. We would be happy to proved the service reports, but that is not going to satisfy what the customer is upset about. They expect the arms to be tighter, and there is no way to do that without altering the furniture. We can not alter the furniture.We are calling this customer now and will try to work this out, because we do want our customers to be happy.thank you

Hello, We're sorry to hear that Mr*** is upset. Our terms and conditions are printed with the sales order. We do not take returns at the Virginia Dump stores, however, if an item will not fit, we will take it back right away (the next weekend
that the store is open), with a 20% restocking fee.Because the merchandise is in the box, we will authorize the return, and we will also not charge the restocking fee this time.We do appreciate Mr***, and value his business. Our rep Ann Nimmo called Mr*** today and let him know that we have approved the return. The ticket number for the return is ***. He just needs to make sure that he returns the box this weekend, and the box must be in good condition.thank you

The customer's delivery fees should be refunded

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID
*** and find that this resolution is satisfactory to me
They have refunded the money for the unnecessary box spring and fixed the drawer and dresser top
Sincerely,
Barclay M***

To whom it may concern,
The guest in question is accurate to certain degree about the events of that dayThe sales person *** Hagee did offer an xbefore qualifying them through the system because it was on the mailerI did immediately correct her and instructed her to put the
gentlemen through the systemThere were several people needing assistance so once I gave her direction and then walked away from her and her guests
The gentlemen qualified for a level B but *** offered them an xwhich is again the incorrect planI did not notice the mistake until the morning when I immediately had *** call her guest to explain the situationLater that day the guest came in and was very irritated claiming we had pulled a bait and switch on himThe actual facts where we just needed to do a full app to keep him at the plan he was at the xHe was extremely frustrated and decided to cancel the order and leave the location
I verified with *** and we actually never ran his credit because he was a previous customer that actually leveled out at a B automatically. The situation is unfortunate and we have coached *** on the proper way to qualify guests going forward
Best Regards,
*** ***
Sales Manager
Tempe, AZ

Hello Ms***, I have been off since the past three days, and today is my first day back in the office. I can tell you the following: Ms*** purchased a new leather sectional from the warehouse, not a floor sample and she was made aware of that and she signed the terms and conditions at the point of purchase. The store manager *** *** offered her a reduced fee on the restocking fee, even if she didn't do a re-selection because it was a lot of money, and she was made aware of this. I believe the furniture came back to the warehouse not damaged Typically we do not refund or credit back any restock fee, however- I would be happy to have my assistant Kenisha Moore check into the fee charged, and have it reversed Please tell Mrs*** that we can do this tomorrow, and to please get in touch with *** ** ***. Thank you, *** ***Customer Service DirectorHaynes Furniture Co., Inc& The Dump*** ***

Hello, We filed a claim with the vendor, and followed up with them as well, and we were able to obtain a return authorization. The customer has been authorized to go into the store and pick out a reselection. There is a ticket in the system waiting for this customer. Not all vendors have a warranty on mattress only purchases, so if the customer wishes to purchase a mattress only, please ask the sales person which ones have a warranty, and which ones do not. Again, we apologize that our sales person made the customer feel badly, or for any rude behavior. That is not how we want our customers to feel. We expect our associates to treat our customers with respect, and we are very grateful they choose The Dump for their home furnishings. thank you

We have a current open service order for this customer, and we are working for the customer as their advocate to the vendor.As far as purchasing a set, our sales team loves to sell both pieces because they make more money, however I have no idea what was and was not said at the time of
the mattress purchase. We currently have of the foundations in stock. They normally sell for $100.00, but we would be happy to discount that for this customer should she want to purchase one.Our warranty rep in customer service does have the file, and should the customer have any questions, she will be happy to answer her.thank you

All reports of damage must be done at the time of pick or delivery, within that same day. Even though the customer was late reporting, when she called into customer service, our rep Jessica did take a report from the customer and asked her to send us photos to see what we can
do to assist her. The customer informed Jessica she would take the photos but was going to bring them to the store. On the same day the customer did go into the store and was upset that the store referred her back to customer serviceWe will have our rep Jessica contact the customer one more time and again ask for the photos as a courtesy. thank you

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:
"margin: 0in 0in 0pt;">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

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.[Provide details of why you are not satisfied with this resolution.]  I have sent you an E-Mail telling you that we are very displeased with the quality of those pieces of furniture they switched to replace the original recliner chairs whose threads rotted and couldn't be repaired!
Regard,
[redacted]

Initial Business Response /* (1000, 5, 2015/09/01) */
We have approved for an exchange, and a customer service rep should have already called to schedule that exchange since the service tech could not restore. The account has been marked with this approval. If there are any problems, the **...

ticket number is [redacted]
Thank you.
Initial Consumer Rebuttal /* (2000, 7, 2015/09/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They will be delivering a new couch in October because I will be out of the country until October 6th. Hopefully the new couch will be delivered without problems.

Hello,   I have sent this complaint to the store.  They are not open during the week, so I will not have access to any of the finance copy or to speak to the store manager until Thursday this week.As soon as I have a response from the store, I will respond with the finance...

contract info.thank you

Complaint: [redacted]
I am rejecting this response because: it's  very  inconvenient to travel to the store,  It's a hour and half away. I Just want the full refund of $293
Sincerely,
[redacted]

Under customer file [redacted]  Order number [redacted],   purchase of 5 piece sectional made by [redacted].  delivered May 16 of 2014.  
June 20, 2014   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.   Mr. stated he was satisfied with the work.-Service file closed.
4 MONTHS LATER, 10/6/2014-- customer reports discoloration again.   Leather tech went to the home and restored the area.   Customer reported good work-Service file closed.
3 months 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 it.
We 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.  
3 months later....March 13, 2015 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.  206LLK422.  Rep called the [redacted] and left a message.   We hold reselection approvals for two weeks.   
3/27/2015    Reminder call made to the [redacted] to advise they need to go to the store and reselect.
Customer did not process any reselection.    In JUNE 2015 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 damage.
Reselection on [redacted]  4 piece sectional made by [redacted] delivered to the PA address on July 3, 2015.
August 26 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 pictures.
Please see [redacted] pictures.
The 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 approved.
If 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.

Complaint: [redacted]
I am rejecting this response because:This is now getting to a point where the Dump customer service representatives are harassing me. Post me submitting my claim to the Revdex.com I have received calls from a representative [redacted]r. One was on a Saturday afternoon , where we went round and round on the issue again her telling me the same thing the only thing they will do is give me new covers. Now last week after work hours she calls me again just to relive this whole thing again with no other result and offering the same solution that was already rejected. This is the exact definition of insanity , the management of the dump keeps telling me the same thing hoping for a different outcome. Now they are asking I supply more pictures to support other areas of the sofa showing the same damage as the cushions. I travel extensively for work , both domestic and international, so not only are the after hours calls a big disturbance b/c Im on different time zones, the conversation is the same bully harassment to get me to accept the covers which I already said was not acceptable. At this point I would like the Dump to stop harassing me and just replace the sofa or credit me back what I owe and STOP calling me trying to get me to agree to something the I already said no to and opened this case with the Revdex.com for. Replacing the covers is only a Band-Aid to the issue and delaying my sofa getting older and out of warrantee. A soft that cost over $2000 should not show this much wear after only 3 months of ownership and need cushions replaced with one owner that is not even home a lot. The dump should stand behind their product and support the customer and not keep bulling them into the same response, nothing has changed since this case was first opened. The Dump has done nothing in this process to show good faith or customer service , they just keep working to annoy the customer until they will give up or agree to their "fix" that is not even a fix. I do not want to hear again about the covers being replaced as a solution nor called an bullied on the phone why it is the only option and what the harm in me accepting it.  I paid over $2000 for a product that is defective and want my money back or it replaced .
Sincerely,
[redacted]

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 5 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.

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 before. They did not ring the doorbell. Can not hear knocking at the back of the house. They saw all the cars then they should have known someones was home. I had my daughter stay just for the delivery. Why would you not ring the bell????
Regards,[redacted]