The Dump

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 to. Why has Jessic not called as of yet?

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] chair. I returned all of the phone calls from Haynes/The Dump but the customer service person was never available. I called Cindy A[redacted](customer service manager) again today 10-13-16 at 12:54. There has been no reply.
This dispute has dragged on for months unnecessarily. I called the warranty company as soon as the chair stopped working in the open position. They said they would come to look at it IN 2 WEEKS!! At their convenience.Again,who cares about the customer who just purchased a supposedly, BRAND NEW chair. They finally came but still didn't repair the chair. He had to order the main motor part! So another several weeks to wait for repair of a BRAND NEW recliner. That should not have happened. This 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 store. Again no help. I called the customer service dept many many times to complain of the lack of proper attention & service. I can understand repairing a 1 or 2 year old product that has had some wear but this chair was less than 1 month old & very little use as I do not live at the premises. I would be more than happy to discuss this problem with the customer service manager. I spoke to Susan H[redacted]( customer service) who assured me that she would take care of this problem and to call her anytime. That was around July 14.None of my calls were returned.  I have called their main office several time to speak with the CEO. He has not returned my calls. I hope The Dump/Haynes will make changes to improve their customer service. I have been treated rudely.
This company has made false statements concerning the use of the chair & of my health. I am offended at the bullying tactics and false statements. It is extremely unprofessional. They made a claim that I was living & sleeping in the chair day & night. I don't live at the premises or sleep there. The 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 products. Many companies value the quality of their products and their customers. Many 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]

1-13-16
Dear Revdex.com:  I do not find any settlement offered in the three attachments sent only photos...

showing the recliner and the visual damage to the                  cushion and a statement from someone that " I could not submit a response in the space provided"  ??? There are many non visual 
                 design problems with the recliner that have led to the visual as shown in the photos.  One component of the footrest upholstery is not 
                 shown as I removed it to help with the abrasion of the cushion against it.  This helped until the seat cushion became so elongated and
                 stretched it continues to rub against the footrest.  And, I forgot to mention that the chair back does not snap into the bracket, making
                 it appear lop sided and it's very wobbly forward to back.  It is literally a chunk of junk.
 
                 Please advise,  [redacted]

The Dump customer service rep talked with this customer two weeks ago, and did file a report to [redacted].   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 [redacted], not The Dump. thank you.

Revdex.com:I contacted the dump.  Spoke with a very kind manager named steve. Steve heard my complaint, and understood my being upset.  The manager offered me two chairs that were on the floor.  I sat and examined the chairs. They seemed to be in good condition.  My daughter was with me, and she gave the ok to accept the additional 2 chairs from the floor, to complete her set.  The delivery of the chairs arrived on sunday 4-23-17.  We are happy now.  Not only do we have a complete table and chair set now, also because of the inconvenience of it all, and the mixup, The Dump has agreed to extend a $150 gift certificate to us.  Because of their prompt response to resolve this issue we were having, I will continue to shop at The Dump.  I will close my complaint at this time, as being a satisfied customer.  Thank you.  [redacted]
I have reviewed the response made by the business in reference to complaint ID 12105201, and find that this resolution is satisfactory to me.
Sincerely,
S Smith

We do apologize, but the customer should have a copy of the order that shows four chairs were ordered.   They are correct that two of the chairs are currently out of stock.  On the day of delivery one a Customer Service Manager spoke with the customer and offered a gift certificate to...

them because of the delay.The order number  is still open showing that two chairs are on arrival.  Also an associate from the store did comment the order that the customer was offered to wait for the on arrival order, or they could have two chairs from the floor.   The floor sample is still on the showroom.If the customer is not happy with that, or would like to look at the showroom chairs, they are more than welcomed to come back in the store.   If the chairs will not be available, the customer may reselect to another set.    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 below.
Business 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 advertised. I know they are not a trustworthy business, but the public still needs to report them when they pull these tricks.
 
Regards,
[redacted]

Our records indicate that service technicians have been dispatched 3 times for multiple issues that were deemed not be vendor defects. Issues included staples falling out, Velcro strips loosening, seat cushion cores flattening and a bent reclining mechanism. Each one of these issues is indicative of...

heavier than normal use for this product rather than a manufacturer's defect. None 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 arrive. It is our intention to send a technician to complete service as quickly as possible.

Initial Business Response /* (1000, 5, 2015/07/14) */
Ticket number [redacted].
We were very sorry to hear the [redacted] had difficulty assembling the table. They chose to pick up the product. The Dump is not responsible for any damages during transit, nor are we responsible for how and where...

the customer assembles the table. We did tell the customer as a courtesy we would exchange table. The manager took the cost for delivery out of the entire ticket, as delivery is a paid service. Upon inspection of the table, we found no defects. It appeared that there must have been some trouble getting the table assembled, and it dropped and broke.
The chairs are scheduled for delivery also. They are scheduled for 7/20. I do see that a store associate posted this comment about the delivery date:
07/13/15 14:41:27 - AMW1 - Manually Entered Comments
LVM APOLOGIZING FOR MISCOMUNICATION
ADVSD WE ARE AVAIL FOR DEL 7/19,20,21 PLZ CALL BACK
TO SCHEDULE-
We do apologize for any delay in the delivery date, but no one is trying to prevent the chairs from being delivered.
thank you.

Our Rep has been in contact with the vendor Rep to request assistance.    Per our terms and conditions, we service vendor defects- and our vendor rep authorized a dye and finish kit to be applied to the seats.
The customer is worried about this remedy, and we have asked...

the vendor for a return authorization.      The customer is aware of this. 
Thank 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

I have sent an email directly in to Revdex.com as I could not enter a response earlier.    This is a turned down [redacted] claim.      The problem is this is aprotection plan claim.    We can’t force the [redacted] companyto do...

anything on this, however [redacted] and [redacted] are working with [redacted]asking them to reconsider the claim, because while it is true that the planthat Ms. [redacted] purchased does not cover seam separation,   it shouldcover accidental tears and rips.  (The store [redacted] and his [redacted] donot have any authorization for protection plans, and would refer Ms. [redacted]back to [redacted] or our customer service to assist her with the claim.) The 5 year [redacted] gold planservice contract can be found at this link on line:  [redacted]Seam separation is not listed asa covered item.  Cut, tears and rips ARE covered as long as they are froma specific incident and reported within five days. [redacted] does not coveraccumulated damages either, and they may not approve our request because ofthat.  A claim was not made when the first tear occurred, and the contractstates that claims must be filed within 10 days of the occurrence.  It wasreported that Ms. [redacted] said that she has been switching out the cushions asshe saw problems.  Unfortunately that would void any claim for accidentaltears.  See the pictures below for tears that are not in the seams. (I have sent you this email because the file is below and for some reason Icould not get access to the response section.   See error messagebelow my signature.) The seam issue appears to befrom stress or pulling on the material causing it to pull apart where it wassewn.    This product was purchased from PCH marketing, and theyare out of business—however,   I don’t have other complaints from theother customers who also purchased this product.      In closing,  this complaintis still open and we are working to assist Ms. [redacted].    [redacted]will call [redacted] again today and will call Ms [redacted] to followup.    Thank 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.  12/3/15   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 company. Thank you.

We have an open service order for this, ticket [redacted], that was opened on January 29th 2016, when the customer called in to report issues.   I can not confirm what was or was not said at the time of purchase, however per our terms and conditions, we service the merchandise that we...

sell for the first year, on this particular purchase.   An outside company, [redacted] was sent to the home, at our expense, to evaluate the recliner.    It was determined that a new inside mechanism could take of the problem, and that part was ordered.    We did get verification that the part will be shipped out this up coming week.  As soon as it is received,  [redacted] will be scheduled to come out again to install the part. thank you.

I am pleased to get a response so quickly.  I had also sent an email via their customer website with no response. 
As I stated this problem has continued for over a year with no resolve or contact. The comment that I must wait for the part is ridiculous.  I am not interested in a one new part when the rest of the sofa does not connect either. 
One fall by my husband who is on diability benefits may get someones attention.  What about the guardsman policy I purchased does this not apply either. Not even an apology, and I will get a call from whom and what position,
do they hold?  I am a Customer Service Manager for a billion dollar company's Claims Area and I speak to customers who want a member of management every day. 
 
Not a satisfied customer.... [redacted]

We are very sorry that the [redacted] are not happy with the merchandise.    Customer service did email to the sales person and the store team.   We also contacted the vendor who confirmed that this style sectional does not come with connector pins and we did...

explain this to the [redacted].   The set that was on the floor was on carpet, and did not move, but not because it had connectors.  We will again let the store team and store manager know that the customer is still not happy, but customer service is not able to alter the furniture.   If we were to alter the furniture,   any warranty that would be available would be voided.thank you.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Better...

Business Bureau:
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]

Complaint: [redacted]
I am rejecting this response because:I will file a separate complaint against [redacted]. 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 already. I plan to take every measure possible to make sure everyone in my neighborhood knows not to shop at the Dump!
Sincerely,
Kimberly [redacted]

I went to the DUMP on 12/27/2013 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 1/26/2014 everything is OK but the next bill 2/25/14 SAID we had another purchases of $54.15 . I call them 3 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 .

Customer Service Lead Agent [redacted] did file a warranty claim for the [redacted]. The mattress in this claim is a closeout and no longer available. [redacted] will contact Serta for the [redacted] and ask what the comparable replacement mattress is, and have that mattress added to the...

open reselection ticket [redacted] and he will also ask about the price. Should the [redacted] not want the substitute, and wish to reselect to something else,  they may also do that, however they would have to pay the difference. Our Agent [redacted] will be in contact with the [redacted] within the next 5 days with an answer from Serta. thank you.