The Dump

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

To whom it may concern,

 

The guest in question is accurate to certain degree about the events of that day. The sales person [redacted] Hagee did offer an x32 before qualifying them through the system because it was on the mailer. I did immediately correct her and instructed her to put the...

gentlemen through the system. There 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 [redacted] offered them an x24 which is again the incorrect plan. I did not notice the mistake until the morning when I immediately had [redacted] call her guest to explain the situation. Later that day the guest came in and was very irritated claiming we had pulled a bait and switch on him. The actual facts where we just needed to do a full app to keep him at the plan he was at the x24. He was extremely frustrated and decided to cancel the order and leave the location.

 

I verified with [redacted] 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 [redacted] on the proper way to qualify guests going forward.

 

Best Regards,

Sales Manager

Tempe, AZ

attached is the original response that did not send with the response.
UPDATE: Mr. [redacted] did call in,  and we do have a service order open [redacted]. The rep at Barcalounger will not give us an RA.    As a courtesy, they are trying to find out if they can order another seat - however the chair is way out of warranty, and the rep was not sure of the availability. 
We also have a leather technician at our local store who said he can restore the seat.    Jessica will call Mr. [redacted] to discuss.

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.I finally received another call from [redacted], the first call in a couple of weeks. We did not talk long as the call came at 6:20 am this morning and I politely asked her to call back at a more appropriate time. I read the response that you sent over and tried to formally respond within the complaint but was unable to. The last time that I spoke with [redacted] she requested some photos of the bed; she stated that they would like to see the color so that they could try and match the color to a set of rails that they had or would possibly produce. I sent the photos to her via email a few days later.     In response to the last formal letter received from The Dump within the complaint. They stated that if they had the rails that they would tell me; on January 3rd 2015 I was in The Dump purchasing a bar cabinet. My salesperson at the time was [redacted] and at that time I requested the purchase of the additional rails. He went into their system and found 6 sets of the bed we had purchased. He then said that he needed approval from the General Manager to sell them. When [redacted] came back from speaking with the GM I was informed that they would not sell the rails. That is how this entire mess was started, so for them to now say that if they had them that they would help is a blatant lie since when I verified that they had them they wouldn't do anything to assist with the issue. The other topic that was brought up in their response is that there is no where to install the additional set of rails. I discussed this issue with [redacted] on a recorded call and informed her that since the bed is made from wood it is easy enough to drill some guide holes in the head/foot boards and since these holes will be filled with screws to secure the additional siderails I am perfectly fine with these alterations and am willing to make these alterations and install the side rails myself. All that I need from them is rails with a matching stain that I can install to make the bed sturdier.

Regards,

The dump is the WORST furniture place I have been to! They have HORRIBLE customer service, they are never available to answer the phone when they are open, AND they are only open on Friday, Saturday, and Sunday every week! they should be open at least for customer service every day of the week so people can handle things at any time and not only on the most busy days of the week! They will tack on a restock fee if your furniture is unable to be delivered for ANY REASON no matter how much of an emergency!! When you try to call, they dont answer the phone, they call at random times and then if you miss the call and try to call back, you will ALWAYS get an answering machine and then after you leave your message, you will not get a call back for days. I would never recommend this place for anyone who wants a fast, reliable stress free experience!

[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]

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 were there today and purchased a patio set. Everyone was friendly and very helpful. It was good doing business with them.

Just for the record,  this is the first that I have seen this report.  It arrived in my email-box yesterday 2/10/2015I show that [redacted] did contact Customer Service dept., and Rep [redacted] did make a report of Ms. [redacted]'s request  to purchase another set of...

rails.     I have included her report below.I will be happy to forward the request to the store management team and ask that the sales person or someone from the business office contacts Ms. [redacted].   Orders/purchases are handled at the store.However,   I will also have [redacted] call Ms. [redacted] today and ask some questions about the assembly.   The merchandise was delivered, and signed for with no issues.  We need to ask some questions.     01/26/15 12:51:37 - JN1  - Manually Entered CommentsMRS. CCI TO ORDER EXTRA SIDE RAILS, BECAUSE THE BED ROCKS. SHE STATED THAT THE SALES REP DID CONFIRM AT FIRST. HOWEVER, NOW  SHE CANNOT ORDER. ASKING FOR  AUTHORIZATION INQUIRE AT STORE FROM  MGR.

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,

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, 

Customer Service Director

Haynes Furniture Co., Inc. & The Dump furniture stores.

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,

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.

Our Customer Service manager spoke with the consumer who agreed to permit the technician to install the part so that we might confirm if the sectional could be restored to manufacturer standard. The technician's report indicates that he was successful. An account manager followed up with the customer last evening. Her husband confirmed that issue was resolved.

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]

An outside service technician was sent out to the home.  This is the report:  07/30/15 14:25:31 - JWH  - Manually Entered...

Comments                           Repair Date 07/16/2015 Tech 2850 11.00 0.75 10                           SM FOUND LEFT SIDE FACING MECHANISM FOR A SLEEPER                                          SOFA HAS BEEN INSTALLED FIVE EIGHTHS                                          OF AN INCH TOO LOW ON THE LEFT SIDE.                                          SM REMOVED SCREWS ON LEFT SIDE FACING                                     ...⇄ SOFA MECHANISM AND RAISED UP FIVE                                          EIGHTHS OF AN INCH. THE BLOCK OF WOOD                                      ...⇄ THAT RICH REMOVED FROM SLEEPER SOFA                                          WAS ONLY A TRANSPORT BLOCK USE TO                                          KEEP MECHANISM IN PLACE. NO ISSUE                                          HERE EXCEPT FOR ADJUSTMENT.                           COMP/NAThe report and pictures show there is no other issue.  There is no vendor defect and we will not authorize a return.    A manager will contact the customer again to discuss.thank you.

My wife and I thought we purchased a $4000 lether with 2 recliners. What we got was junk! The seams are coming apart, they sent a repair person out twice. Keep in mind this couch is 13 months old. Now it's out of warranty and I'm out $4000 and got a junk pice of furniture. When I called and asked for a manager she said she was recording the call for quality assurance, I told her I was recording the call also and she said she didn't want to be recorded and hung up on me. Don't but anything from the Dump.

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 .

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.

I do not accept this explanation due to information provided being false. First of all, we received no call from anyone at any point once we purchased the couches. It wasn't until the following Friday after we had purchased the couches the weekend before that we spoke to [redacted]. And that was because we called her to find out when the couches were being delivered. We were then told at that point there was a problem with our delivery and "they needed more information". And we were told our couches would not be delivered on Saturday as promised because of the issue. The rep [redacted] tried to act like she attempted to call us earlier that day (which was a week after we purchased the couches). We had no missed calls and no messages at all the entire week. There was poor communication, lack of customer service and negotiated rates that we not kept. I am still appalled at the inconsistencies of the business' side of the story.

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.I appreciate that they have started to make an effort to resolve this issue. As of 3-11-15 all that has been accomplished is that I have been told that the model of bedroom set that I purchased is no longer in production. This new information is in direct conflict with what I was told when purchasing the set; I was told additional rails and supports would be available if I needed them. Also, when I was at The Dump to purchase a sidebar in January, I was informed that they had 6 additional sets available in their warehouse. I look forward to finding a way that we can either get me additional rails or larger (10" tall) rails with the same finish on them. Thank you for your assistance,

Regards,