The Dump

The customer was not home, or the person in the home did not answer the door. Please know that we do not pay the delivery team for an undelivered stop. This is done for a reason, to ensure that delivery teams do not just skip a stop to leave early. We have pictures, and recorded calls to prove that the delivery team at the address and the dispatcher did everything they were suppose to do to make the delivery. I'm not sure what else we can tell you.The delivery was not made because no one responded to the knocking at the door or the phone calls.thank you.

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.

Our customer was unhappy with the left area piece of a sectional so we agreed to exchange it . When the delivery drivers arrived, the customer refused the delivery stating that the piece was crooked. It should be noted that refused merchandise is checked at the warehouse...

door as it is being returned for any sign of defect or damage so that it can be set aside for manufacturer review. There was nothing wrong with that piece.  We made the third delivery which the customer accepted, signing the delivery manifest that there was no defect or damage. Within 48 hours she advised us that it was beginning to lean like the other piece. We sent a technician to her home to inspect it. His report states that he inspected it thoroughly. He stated that it was possible that the mechanism was bent "ever so slightly" and suggested replacing the mechanism but review by a second technician indicates that the sectional is within manufacturer standard. An enclosed photograph of the sectional shows no defects. It does not lean and is not crooked. We have declined customer's request to return the sectional for a refund.

PLEASE SEE ATTACHED REPORT.   I could not get the whole report in this area.

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.

I saw an advertisement for The Dump for all of the mattresses they had to get rid of at 10 cents on the dollar. Today (11 Nov) I drove the 35 miles to the store on Tempe. A REAL NICE JOB OF BAIT-AND-SWITCH LIKE [redacted] GOT IN TROUBLE FOR A FEW YEARS AGO. THEY ONLY HAD ONE (1) MATTRESS ON SALE AT 10 CENTS ON THE DOLLAR. JUST TO GET YOU IN THE STORE SO THEY CAN CHARGE YOU MORE FOR ANOTHER OVER PRICED MATTRESS. WHAT A RIP OFF STORE!!!

Hello Ms. [redacted],   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. [redacted] 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 [redacted] 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. [redacted] that we can do this tomorrow, and to please get in touch with [redacted]. Thank you, [redacted]Customer Service DirectorHaynes Furniture Co., Inc. & The Dump[redacted]

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.

I understand that Mr. [redacted] wants to purchase extra rails and install them onto a bed he already has. Again, if the store had them, they would sell them. We are going to ask someone from the store team please contact Mr. [redacted] to assist him with making a purchase of some wooden rails. [redacted] has been searching for rails for this customer  and has also call the vendor to see if she could order them. The rails are a close out and are no longer being made. The sales person at the store said they already told this to Mr. Swanigan. The reason [redacted] was trying to reach Mr. [redacted] today is because she believes a set of rails may have been located at the warehouse in Tempe.    We are requesting the Store Manager have someone from his team contact him about making the purchase.thank you.

Hello,  I am very sorry to hear Mrs [redacted] is unhappy with her purchase and experience our store.   I have sent her letter to the store manager asking for assistance,  and we will follow up with Mrs. [redacted] and Revdex.com  with the response.thank...

you

We have offered to send out another service tech, however the customer refused.    We do service what we sell if there is a vendor defect.   Here is the outline from the [redacted]  account file:The Henningers made a purchase in December of 2013, and 11 months after the furniture was in the home,  they reported that the material was cracking on one side of the seat and somestitching had come loose.    These were from use, but we allowed a complete return and reselection.   We also could not return the product to the vendor because by the time we got the merchandise back it was out of the one year warranty and also did not have vendor defects.   We donated the furniture.The original selection from December 2013 was returned on 2/9/2015 and order number 550LHS782 was delivered.    2/13/15 a request for service was made to report that the back pillow was loose.   We paid an outside service company to service the merchandise.   2/27/15-service file closed as completed.5/1/15 we received a call from the customer saying they could not open the sleeper.   We sent the tech service back out to the home and the tech reported that a block of wood used for shipping was left in place, (it is a piece that is wedged in between the sleeper metal mech and the wood frame of the sleeper sofa, and should have been removed by the delivery team.   Service tech removed the transportation block-allowing sleeper to open and close, and he left that block of wood under the unit so the customer could use it later if they decided to move the sleeper around.  The block keeps the frame in place so it wont get bent.   The service call is  completed 5/16/15.7/6/15  We received a call from the customer saying that the sleeper was making a squeaking noise and the frame is loose, and they believed it was loose because a block of wood was removed.  Customer said they threw it away (which was fine, because it is not a structural part of the sleeper/sofa, and is really only used for transportation).      Service tech scheduled to go back and inspect the frame, and finds that the left side mech is about 5/8 of an inch too low on the left side.   He removed the screws on the left side facing and adjusted it, and made sure it was level.   The block of wood is NOT intended to remain inside the frame.    It does not need to be replaced.   No further issues-service file is completed 7/16/15.8/3/15   Customer [redacted] reports that they are still not happy with the sleeper, and the cushions sink too far down into the frame.   We requested another service call,  however,  the customer refused and states they just want to return the item.    The return is not authorized.   We will be happy to send someone out to inspect it,   and if there is something wrong, we will take care of it.   The sleeper is a quality piece made in America.   We still have samples of this merchandise on several of our showrooms.   The two side cushions have a firmer feeling when you sit on them, and the center cushion is softer and does compress further than the two on the side because it is not sitting directly on the frame.      I have attached pictures from the last service call.To conclude,  we will be happy to service the furniture.thank you.

First time writing a review ever, but I had to this time. I had purchased 2 twin beds headboards, raillings and mattresses. It took 2 weeks to deliver. During installation the railling didn't fit the headboards so I was told we will bring you new railings and switch them. A month goes by and I haven't heard anything, so I called and they said we will get you the new railling on Saturday
After waiting and wasting the whole Saturday they came to tell me that we are only here to pick up the old once, didn't bring the new once and they left and hasn't heard anything since.

Review: I recently purchased two mattresses from the Dump and when asked, told the salesperson I did not want to box springs which accompanied the mattresses. However, when the mattresses were delivered, the delivery people brought two box springs along with the mattresses. It turns out I had paid for the boxsprings, without being told. Also, I would have had to pay a restocking fee to have the box springs not delivered that day. When I called the Dump to complain, I was told my message would be given to a Manager who would contact me. I was never contacted.Desired Settlement: At this point I am stuck with the box springs. I will simply never do business with this company ever again and want to warn other consumers to be wary of this store and location. They are dishonest and uncommunicative.

Business

Response:

We apologize that the customer is upset with the purchase. When a purchase is made, a copy of that purchase is given to the customer detailing all of the merchandise ordered. On order number [redacted], the 2nd line on the order shows two [redacted] Foundations at $60.00 each. and the delivery manifest also shows two mattresses and two foundations.The customer did call into customer service on the day of delivery, March 15th, 2016 and reported that he was unhappy that the foundations were on the order, and he had been charged for them, and did sign for them on delivery. He said he would keep them, but he really did not need them. The information was shared with the store team.The customer also sent in a negative review saying he was unaware that the foundations were on the order.The store manager did contact the customer and offered the customer to return the foundations for a refund, but the customer said no. The store manager also offered a gift certificate in the amount of what he paid for the two foundations, but again the customer said no, as he was moving out of the state.Again, we do apologize for any misunderstanding.thank you.

Review: I purchased a leather couch from The Dump in Richmond, VA on March 20, 2015. Shortly after purchasing the couch, I noticed a chemical smell. I called customer service at The Dump and was told not to worry about it. I then went on research leave, but followed up with customer service again, as I began to worry the odor from the couch was a health hazard. I teach at the [redacted], and I worried that my students might inhale something unhealthy from the couch. I was able to touch base with Kevin M[redacted], Parts Coordinator, at The Dump. Mr. M[redacted] was polite and attentive and requested for a technician to come out to my office last week. The technician agreed with me that there was a smell in my office. He asked if the smell could be coming from something other than the couch, to which I responded no, given that the University of Richmond meticulously maintains clean standards in all of its offices. The technician, who was also quite polite and professional, asked if he could take a cushion from the couch to air it out and see if that would work, to which I agreed. He called me the next day and left a message on my cell phone stating that the cushion indeed had a smell and that he would report this. I called the technician and he confirmed that the cushion and couch had a smell and that he would let The Dump know. Today, I received a call from Kevin M[redacted] at The Dump, and he told me the opposite of what the technician had told me, and the opposite of what the technician had said on my voice mail message. Mr. M[redacted] encouraged me to keep the couch because it was such a great deal. I continue to remain concerned about the public health hazard of the smell. If you like, I can forward the voice mail message from the technician who confirmed there was a smell with the couch which was a problem. I hope this is simply a misunderstanding and that all parties involved have the best intentions. Thank you.Desired Settlement: Please have The Dump pick up the couch and refund my money. I will then purchase a new couch from a different vendor, not The Dump. Thank you.

Business

Response:

We are very sorry to hear that there is still and issue with a smell about the sofa. We do show that the purchase was received in March, and two months later we had the first report of a smell. Rep Kevin will contact Mr. [redacted] this week, and will be happy to contact the vendor and report there is still a smell and request a return authorization from the vendor.If we are given a return authorization, we will take action immediately, and if we do not, we will have a technician come out again and check the condition of the sofa. If it is in good condition, we will work to get an authorization for a return to our company.thank you.

Review: They run a ad on television and on [redacted] about a rug sale and never have anything to match the ads. This has happened to me several times and I am fed up with the response of the store employee's and manager.

They were running a tv spot on local channel WWBT 12 and on [redacted] about a rug sale, one of those everything must go sales. (1-1-2016 ). Persian rugs were 2500. now 475. ----- Tibetans 4000. now 495. ---- etc, etc. We visited the store on Jan. 1st. We talked to several salesmen, who knew nothing of the ads . They all made misc excuses about not getting the correct tags from the home office, etc. I went to the office and ask for the store manager and they sent a rug dept staff member to talk to me - who was of no help. I ask for the store manger again and he finally decided to see us. We talked to Nick N[redacted] We explained our issue with the company ads on tv and [redacted]. We offered to show the ads to him. We told him we justed wanted to see some rugs that were advertised. He did not want to see the ads on tv or [redacted]. We showed him a couple of rugs we were interested in, he offered to lower the prices by 300 and 500 on the rugs, which still were no where near the advertised sale prices. He also would not show us any sale rugs that matched the advertised pricing. He was not really interested at all in us or the firms advertising. They need to back up their advertisingDesired Settlement: I want them to back up their advertising !

Business

Response:

Customer wanted a 3000 rug for 199. I showed him what rugs we were promoting and he wasn’t impressed with anything I showed him. He was adamant about getting the 3000 rug for 199. He then started accusing us for false advertisement and threatened to report us to local authorities. I than offered to pull the advertisement in which he specifically was inquiring about for in depth detail of his concern, which he hastily made a retreat for the exit door. Thanks [redacted]

Consumer

Response:

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,

Review: On 10Jul2015, at about 1900 hrs, I purchased 3 bookshelves from The Dump, located in Richmond. At this store, I made it clear to the salesman that we needed two, but may want a third if I had the adequate space. I added that I would know this in about a week - the time I planned to put work this project. After discussion, and voicing concern that the items may be 'sold out' later, I took 3; "thinking out loud" that I could return the third if not needed. AT NO TIME during our discussion did the salesman say anything about the Dump's 'extremely restrictive return policy'.

1 week later, after assembling two shelves, I determined that I could not use the third. I decided to return it, which was still in its 'unopen box'. When I called in to check on the store hours for return, I learned of the restrictive return policy - or in my case, no return. Apparently I had only 24 hours return the purchase.

Just now, I learn that had I returned the item, there would have been a $100 restock fee which is almost as much as the item cost in the first place.

Further, how is one to return the item within 24 hours when the store is only open on the weekends? Essentially then, this makes it virtually a ‘no return policy’ which should be told to the customer before purchase.

I am DISGUSTED that after knowing my plans and knowing that I would not work on the project until well after the 24 hour return policy, the salesman failed to make any mention of the extremely restrictive return policy. When we paid for the items, the register clerk (and the supervisor) made NO MENTION of the restrictive return policy.

The owners / management deceptive practice shows contempt to the consumer by failing to properly and adequately informing the consumer of the restrictive return BEFORE paying at the cash register.

NOTE: when picking up the purchase in Wmburg, the agent made it clear the 24 hrs to 'call in' if the item was found to be damaged, but nothing about simple returnDesired Settlement: Allow me to return the unopened box for full refund.

Post notices throughout the store, in open & plain sight, informing customers that The Dump has an extremely restrict return policy, reminding customers to ask for the details.

At the point of sale, and during conversations made with sales staff, vocally inform the consumer, fully, completely, and in plain understandable language, the details about The Dump's extremely restrictive policy on returning items to The Dump.

Business

Response:

Hello, We're sorry to hear that Mr. [redacted] 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. [redacted], and value his business. Our rep Ann Nimmo called Mr. [redacted] today and let him know that we have approved the return. The ticket number for the return is [redacted]. He just needs to make sure that he returns the box this weekend, and the box must be in good condition.thank you.

Consumer

Response:

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

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted].

Regards,

Review: Purchased $1300.00 king mattress the end of March 2015. Mattress was delivered April 3. I purchased mattress in advance for my new bedroom set that was going into my new house under construction. When mattress was delivered it remained in living room in wrappers waiting for my house to be complete. I finally started move may 17th and opened wrappers on mattress for 1st time. After unwrapping I discovered dirt in the pillow top mattress & large stain in middle. Obviously I was scammed with a used mattress. Called Dump customer service 1st thing Monday morning & was told to bad I had 24 hrs after delivery to report any problems. Now I have a mattress I will not use & I'm out $1300.00. Buyers beware if purchasing mattress from here.Desired Settlement: Want mattress replaced and receive what I paid for.

Business

Response:

Hello, The complaint of the mattress was made outside of our reporting period as stated on the terms and conditions, however our bedding manager Mr. [redacted] approved an exchange. Our records indicate that the exchange was completed on 5/22/15.thank you

Consumer

Response:

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

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]

Regards,

Review: I purchased a dining room table set as a collection (3 pieces sold separately) 1. four chairs 396.00 2. one table 449.00 3. bench 199.00 4. 149.00 for delivery fees on 02/21/15 the initial date set to be delivered was scheduled for 02/26/15. However, I received a phone call later that evening from the associate [redacted]) who helped me with my purchase and was explained that partial of the order was back ordered and wouldn't be delivered until 03/14/15 since 03/14 wasn't going to work out for me I explain to her that I am off on Thursdays so I would need my delivered day to be on a Thursday this is why we agreed on the 19th. I couldn't stress this anymore she knew my availability so I could wait for my product. Also, I was supposed to receive a portion of the product (bench) still on 02/26 but I never got it in then either so I assumed that it would all be delivered today 03/19. I did contact their customer service line since the office is only opened Fri- Sun. I just got off the phone and was told that the associate set the date for friday the 20th and if there is nobody at the home they would charge me a restocking fee of 20% or $100 of my initial purchase which ever is more and would automatically be pulled from the card that they have on file. Unfortunately, now I have to call my job and explain why I will be late for work tomorrow . the window they are giving me is for tomorrow Friday 03/20/15 for 10:45 am -1:45 pm.....this is such an inconvenience. I would schedule for a later date for delivery but I will be out of town and I am already pushing a month without my 1,353.62 product. Thank you.Desired Settlement: I paid an additional 149.00 for delivery fees. I feel that I should be reimbursed for this since my promise date wasn't satisfied.

Business

Response:

The customer's delivery fees should be refunded.

Review: Approximately on the 2nd of March 2014 we purchased a living room set from The Dump which consisted of a love seat, sofa and recliner. At the time of the purchase we were advised that delivery could not be scheduled until the 25th of March and that the recliner had to be ordered. We were told that if the recliner did not come in by the 25th that they would ship the floor model with the other items. On the 25th of March we took delivery of the sofa and love seat but not the recliner. The delivery people said that they knew nothing about a recliner. After several calls we finally spoke with the [redacted], who advised that the recliner did not come in, he knew nothing about the salesperson stating they would deliver the floor model if that were the case and, upon looking, the floor model was sold on 16 March. At that time [redacted] said he would have a recliner shipped to his store from [redacted] on the day of the 28th for pick up on the 29th or 30th and that he would call on the 29th. We did not receive a call on the 29th and had to call the store for more more information on the afternoon of the 29th. [redacted] had the [redacted] call back to say the recliner did not make it to [redacted] and that was all he knew and all he could do for us. They would try to get it to the store by Tuesday the 1st of April but we could not pick it up until the store re-opened the weekend of the 4th but that they would call with an update. We never received a call nor do we have any information about the recliner which we have been billed and under obligation to pay for as the delivery of the other two items have been made.Desired Settlement: We would like to A) have the recliner delivered free of charge ([redacted] has agreed to waive the delivery fee if we picked up the recliner) and sooner than the 22nd of April regardless of their policy of making deliveries to our area only one day a month. We would also like to have a reduction in cost of the recliner in consideration of the time spent dealing with this matter during both our working hours and weekend.

Business

Response:

[redacted]
Our buying department has confirmed that the customer's recliner should be received from the vendor this week. We have notified the store manager to contact the customer. We do not charge for mdse that has not been received. The sofa and loveseat delivered on 3/25/14 have been billed only at this time.

Consumer

Response:

I have reviewed the offer 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.

While the recliner may not have been charged to the account the company's response still does not address delivery prior to the 22nd of April as, at this point, this matter has caused enough inconvenience without my having to pick this chair up, nor does it address any additional consideration for the the time and exasperation that this has caused myself and to my family.

Getting the chair in stock is only the first step in resolving this process but by no means the final step to having it under roof as was promised over a month ago and the time and effort expended on getting the recliner to my home recognized and addressed completely.

Regards,

Review: I was at The Dump around 1:30 pm shopping for a love seat or chaise lounge on Saturday March 19th. I located a chair at The Dump, it was priced/tagged as clearance for $425. [redacted] (sales person) pulled that tag off stating he did not think it was right. He scan the bar code on the chair, he scanned, it was $350 with sixteen in stock. I explained I did not want a floor model. He said no problem we have ‘sixteen in stock’. I explained I am not an impulsive buyer so I wanted to think about it and return Sunday. He advised ‘no problem’ he explained if purchased Sunday it would be delivered Monday or Tuesday, or I could pick it up from the [redacted] location. I returned on Sunday, located [redacted] on the sales floor. I reminded him of our conversation, which he recalled and we walked over to the chair. He said he checked with a manager on Saturday about the price, after I left. The chair is not $350 it was $425. He explained it was only $350 at [redacted] on Saturday until noon. I expressed concern that he did not tell me this on Saturday. I asked him to scan the bar code, he said no it will only come up $350 and that is wrong. I spoke with [redacted] (store manager). He explained he could sell the floor model to me for $350 but I could not get a new one for that price. I asked him to scan it again, he refused. He said the sale is over, it’s not $350 even at [redacted], which was only good until noon Saturday. He confirmed I was in The Dump after 1:30 on Saturday. [redacted] said ' I can sell you the floor model for $350, but that is it.'Desired Settlement: I have been a [redacted]/The Dump customer for over twenty years. My concerns:

1- The Dump attempted a Bait and Switch. Once they (Ron and/or Nick) saw I was clearly interested in item they attempted to get more money out of me as possible.

to me

2- The Dump attempted to discourage me from [redacted]. In an effort to charge me more, they told me the price is $425 'even at [redacted]"