The Dump

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 further. thank you.

Hello,      have read the complaint, and I have been in contact with Mrs. [redacted].    While I can not prove a vendor defect,   I did contact the vendor rep and presented the pictures and service report.  I was unable to get a full credit from...

the vendor,  but I have decided that our company will take the amount that the vendor offered and we will write off the remainder and allow the [redacted]'s to reselect, even after the one year period. 
Thank you.

Our files do show the delivered furniture [redacted] delivered on 1/23/16 with no damage reported at the time of delivery.     On 1/30/16 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 refund. thank you

Our shipment did not arrive in time for the sale; however, we offered a comparable product which Mr. [redacted] did not find satisfactory. We are working to obtain the...

original set that was advertised. Our store manager will be happy to contact him when it arrives.

Hello,  
We did receive the email from Mr. [redacted], and have sent the email request and the Revdex.com complaint to the advertising department.   They will remove the address from any of our mailings.
If you have any questions, please feel free to...

call either [redacted] or myself.
thank you, 
[redacted]
Customer Service Director
Haynes Furniture Co., Inc. & The Dump furniture stores.

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 ahead. I called the customer on number [redacted] and left several voicemails. I advised to the...

customer that the drivers were attempting delivery. I also advised that I had the drivers waiting 15 minutes. I  also called the customers home number at ###-###-#### and unable to leave a voicemail. After the 15 minutes, I had the driver knock on the door while on a recorded line and take a picture of the home. In the picture, there are several cars in the driveway. I released the driver to continue on with his route and called the customer again to advised that a restock fee will apply. New ticket is [redacted]. also called the customers home number at [redacted] and unable to leave a voicemail. After the 15 minutes, I had the driver knock on the door while on a recorded line and take a picture of the home. In the picture, there are several cars in the driveway. I released the driver to continue on with his route and called the customer again to advised that a restock fee will apply. New ticket is [redacted]. Everything was recorded.

First, The Dump customer service staff has repeatedly acknowledged the problem with the sectional, thus the exchange and the technician sent out, so it makes no sense for them to now deny the existence of a problem. Secondly, as mentioned in the complaint, the 3rd sectional piece we accepted because it appeared better than the first two, but after we sat on it and the foot touched the floor, it is just as crooked as the others, and I called them to report that as soon as it became apparent. Attached is a photo of the sectional showing it is indeed crooked.
It's unacceptable for The Dump to now deny there is a problem when they have repeatedly acknowledged the issue, while doing everything possible to refuse the return. The sectional needs to be picked up and our money refunded. I did neglect to subtract the $149 delivery fee and 15% restocking fee from the initial refund request - with those subtracted the refund amount would be $1751.64. We will consider this complaint resolved when the sectional is picked up and $1751.64 credited back to our credit card. 
Thank you.

Initial Business Response /* (1000, 5, 2015/09/05) */
We are sorry that the customer is not happy. Nothing was hidden on the sofa when the purchase was made. We do service the furniture we sell, unless it is purchased as clearance. We 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 /* (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 product. It is about being deceived and being sold defective products. That phrase unhappy is appalling and very shameful. When you sell a product that is defective, or that you can't guarantee works properly, it's deception. There are many hard working Americans companies that stand behind whatever they are selling to the public, but unfortunately, this company is not one of them. I 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 located. Where was it declared on the paper work that the pillows/sofa where made of feathers? So #5,068 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 2x4 that 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 wretched. There is difference between comfortable and painful. When you have to cover cushions and pillows with something before you rest your back or sit on it, then there is a problem. When the cushion goes flat when you sit on one part, there is a problem. When you feel something poking you and you literally have to feel for the feather and remove it, it is a problem. It is a common sense thing, that if we have been told, we would not have bought it. Whoever 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 country. It 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, 1. 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 it. We want the sofa replaced. (2). we want the 2x4 on 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 replaced. Which was also echoed by Charles, when he came to take the pictures of both beds. At this point, we need an Arbitration service, since the company is not listening, an arbitrator would. We have all the emails, and the pillows to bring to the meeting. Regardless of the outcome of the meeting, we will abide by it, we hope that the company is not on their campaign donor list. Fair is what we want. We 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 /* (4000, 9, 2015/09/23) */
Hello,
We very much would like to make our customer the [redacted]'s happy. Please 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 cushions. We 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 that. Keep in mind, the sofa is not defective.
There are two sleigh beds on the order. One 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 sample. We do not have any more of that bed in stock. We 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 II. We would suggest that we exchange out the rails, and we will also pull the schematics to find out why the slats are moving. We 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 them. His 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 /* (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 Mr. K. Moore today August 9/25/2015 around 2.14 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 2x4. (3). He is willing to repair the second bed frame or give us a store credit, to use for anything in the store. She 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 store. When we brought this up, he said no. The bottom line is that, we were NEVER told that the cushions are a combination of feather and foams, while the pillows are feathers. When 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 of. When 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 not. It 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 issues. She 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 feathers. She couldn't find any. She promised to get back to her, and she never did. The conversation is still on our house phone. With Mr. K. Moore, she told him what we want. If 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 refund. And a refund for the other bed frame, because it cannot be repaired. How convenient of Mr. K 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 24hours. That is why it is falling apart less than 6 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 decide. We will bring all the pictures, all the pillows, and all the past correspondence. This 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 it. We 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 customers. If 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 us. Again, an exchange for another sofa in the store, or a full refund. 2. Since the other bed frame cannot be repaired, we need a full refund, so we can buy another bed frame. 3. For the other bed frame, it needs enough support to balance the mattress.
We received another call from K. Moore today Sunday 27th of September around 3.36 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 it. But 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 $3,000 on any sofa period. We offer to exchange this one for another sofa in the store they insist that the sofa we buy is not defect. If 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 Mr. Moore", we need a full refund so that we can buy another sofa from another store. Again 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 find that this resolution is satisfactory to me.
Sincerely,
[redacted]

We are very sorry the part is taking a while to arrive.  As per our terms and conditions, we are obligated to get the needed parts.   
Our Service Department Manager will give Ms. Dewatter a call.   She did have one of our Department Leads call for her, but...

she will be happy to call. 
Thank you.

Initial Business Response /* (1000, 5, 2015/09/05) */
We are sorry that there are problems with the sofa. The service Rep Beverly has been in contact with the company that made the sofa, and is asking for a return authorization. Our Rep has talked with our customer many times. The comments log...

on the open service ticket show:
09/01/15 15:29:02 - 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 /* (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 company. I do not want a reselect.I no longer want to do business with this comany. Not happy with the the way things were handled. Do not want to take a chance buying another piece of furniture that will break in less than a year.
Final Consumer Response /* (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 dump. The 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 /* (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 restore. We 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 reselection. However, if they do not approve a return, the only option will be to allow us to service the merchandise.
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.
In the [redacted] 5-Year Warranty from the store, it says NOTHING about seams. When I bought it, I received a box with furniture polish, and a tri-fold brochure that did not mention seams. I 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 deceptive. My couch is shredding, and there should be a solution that doesn't take over 7 months to find.
Regards,
[redacted]

The store management team has reported that they have worked this out with the customer.    The order was not yet complete because of the ottoman, and the voucher needed for the TV is not able to be generated if any part of the original order is not closed.In order to created the...

required voucher, the store voided the open portion of the order, and rekeyed it.     thank you.

Complaint: [redacted]
I am rejecting this response because:   the problem is still pending at this time, the dump did agree on taking furniture back for full refund except delivery charges which we both agreed upon.  So on April 4, 2017 the dump came and picked up the furniture, but now we are waiting payment which they claim can take 7 to 10 business days, so when we receive payment we will let you know (Revdex.com)  until then this case shall remain open.   Thank you     
Sincerely,
[redacted]

We apologize for the error in the tv advertisement.  The customer will be contacted and authorized to purchase the $88 mattress with no boxspring.  The advertising department, however, will get the spot updated tro include the appropriate disclaimer for this weekend.

We of course always try to assist our customers, but I am not sure what it means when they say they could purchase extra rails and supports if needed. There is no where to install additional rails or supports. If there is now an issue with the bed, we can send out a service tech (if they live in an area that we service).     We can not control when a vendor will stop making or supplying us with a style of product. I just checked the rails in our computer system, and we do not have any.I do know that [redacted] from our customer service department did contact the Swanigans to ask what the additional rails or supports would be used. I will have one of the management team contact them by Friday and see if we can determine what the issue is. If we had additional pieces, we certainly would tell them-- but we don't have them.Thank you

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.

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,

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 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]