The Dump

Review: I went to furniture store"Dump" on 8/10/13 and bought a bed room package with 10 total pieces. This was on a Saturday. The sales person looked up the inventory and promised me it would be delivered on Monday the 12th. I went home and threw away all my old furniture. Now it is Sept 17th and I still don't have what I paid for! I have spoken to customer service and they said there is nothing they can do! I have been promised several different dates for delivery and all dates have never happened! They did bring out a few things but I still don't have what I paid for. They are very nice on the phone but I'm losing my patience! I want what I paid for.Desired Settlement: Please just send me what I paid for! All of it....

Business

Response:

[redacted]

We are please to report that the [redacted] did receive all of their merchandise, the footboard drawers and the dresser were delivered on 9/23/2013. We apologize for vendor delays in shipping. Because the mirror was delivered separate from the dresser, the mirror was not attached. The customer was contacted and the mirror is scheduled to be attached on Sunday 12/13/13. For all the delay and follow up inconvenience, we have offered the customer a $100 gift certificate.

Review: The delivery team was not able to get my daughter's head board to her bed upstairs to her bedroom. After numerous attempts and slight damage to my walls and stair case, the team decided that they did not have the expertise to get the item to its proper destination. The Dump then proceeded to charge me a fee of $179 for restocking the item.Desired Settlement: The $179 restocking fee should be removed from my account or if I have paid the amount before this case is resolved, the fee should be reimbursed to me.

Business

Response:

Delivery Ticket [redacted], Delivered 8/15/15- Our delivery team did attempt to get the furniture to the desired room, however, the furniture was too large. Our delivery Rep spoke to the customer at the time of delivery on a recorded line, and Ms. [redacted] confirmed the headboard would not fit. Our terms and conditions state that there will be a restock fee applied for all orders that are not able to be completed because the furniture will not fit. Delivery fees are not refundable. A manager did explain all of this to Ms. [redacted].Thank you.

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.

[Provide details of why you are not satisfied with this resolution.]

Regards,

The item might have been to large but the main complaint is that the team could not figure out how to get the furniture at its desired location without doing further damage to my walls and stair case. After several attempts the delivery team decided that they should not try any more because of the damage being done.

Review: I bought a leather sectional from The Dump and had it delivered back in July 2015. By mid-September 2015, chunks of the coloring were peeling off in the size of a quarter. I called customer service and opened a case with [redacted]/The Dump's customer service. A case was then opened by customer service (Case# [redacted]). The case was closed after customer service sent the pictures I took to the manufacturer and the manufacturer deemed that nothing was wrong with the manufacturing of the couch. The problem has continued to get worse, including coloring peeling away where the two cushions meet where the recliner extends and also on one end of the couch where the arm rest meets the seat cushion. There is now at least 1 problem with each section of the entire leather sectional. This is an unacceptable result to be told that there is nothing they can do.Desired Settlement: I would like [redacted]/The Dump or the sofa's manufacturer to perform one of the following:

1) Repair all spots where the color has peeled.

2) Exchange the couch for another couch worth the same amount.

3) Refund the money paid for the couch.

Business

Response:

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.

Review: My husband and I purchased a sofa, loveseat and matching recliner one year ago. A few months later the sofa and recliner began to show extreme wear. For the record, the furniture is being used only by my husband and myself. I called The Dump and was told to send photos to customer service. I received a call denying my claim under the manufacturer's warranty due to "normal wear and tear." I explained the furniture should not have worn out so quickly. I was told to call my extended warranty number. I sent photos to the extended warranty company and was told that the furniture should not have worn down like it did in a few months and to call the store back and demand it be covered under the manufacturer's warranty. I called customer service and waited for two weeks to get a return call, but never did. We drove up to The Dump and asked to speak to a manager and was directed to Adam S[redacted]. We showed him the photos and he agreed it should not have worn down that fast. He went to customer service and said that someone would be calling us to schedule a tech to come out. Two weeks later no one had yet to call and Mr. [redacted] would not return our VMs or emails. I spoke to another manager, [redacted], who was able to do what the other manager couldn't. The tech came out and took pictures and in his own words said it was due to manufacturer defects and that the metal frame was also bent. I had to call two weeks later to follow up and [redacted] told me she showed the pictures to a different tech in the office who said it was due to "Owner use." I've spoken to Marlon who said he would call the vendor to see if we can get the furniture replaced, at my reqest. He never called back until I called yesterday. Your corporate office is denying repairs saying it's due to "owner use." Of course we sat on the furniture!! But if sitting on a sofa causes that much wear, then it's a defect! Plus, the metal frame is bent! The furniture looks like it's 10 years old already!!Desired Settlement: We want store credit to pick out a set that will not wear down before the first year is up!

Business

Response:

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.

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 made a large purchase for a mattress and adjustable base from The Dump on Brook Rd from the sales rep Joshua H[redacted]. I was offered initially to apply for 2 years no interest financing on a portion of my purchase. After applying and subsequent decline I was offered their secondary financing through tidewater credit with 6 mo same as cash. I opted to finance 2500.00 of the purchase through tidewater finance with the same as cash option. I was previously in their computers from a transaction done through haynes many years earlier at an old address. I updated all of my information, provided my DL, etc for the file to get updated. At checkout my old address was printed on the forms. The lady promised that the accurate information would be provided to the finance company and the furniture was delivered to my home a couple of days later. After a month I contact tidewater finance and they had been provided my old address and as a result I never received the bill. They understood the error that the Dump had made and waived the late fee. However the account was never setup with the 6 mo same as cash option and as a result the account was charged interest. The entire transaction feels like a bait and switch. I would not have financed the transaction if I had not been offered the 6 mo same as cash. The sales person either intentionally lied to get my sale, or the cashier who completed the paperwork made a serious error. In either event I am out over 100.00 in interest charges, and over 3 hours of my time with the finance company who I believe to be innocent in this transaction. In addition I have a late payment to my credit as a result of the billing issue.Desired Settlement: I want payment refund of the interest paid, and compensation or correction for the derogatory comment on my credit file as well as an investigation into the staff that mishandled my file with employee retraining.

Business

Response:

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

Business

Response:

Hello, We are very sorry to hear about this problem. I have sent your complaint to the store manager Nick. He is working on this today with TCS and our finance department about the interest free offer, and he will contact you by the end of the week to get this resolved for you. Should you have any questions, you can reach him on Friday [redacted]. He said he will take care of this for you.thank you.?

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.I left a message for Nick prior to filing this complaint and have no faith that Nick will follow through. I have satisfied the loan with TCC and paid the fees to them to protect my credit, so not only am I out the money, and I was forced to pay in interest, but I am out of the use of my money for the 6 moths interest free that I was promised. Being forced to pay the 2500 in full plus interest versus spreading it out over 6 months has taken money away from other needs and forced me to finance other purchases with credit at a lower rate.

Regards,

Review: 4 years ago, we bought a couch, loveseat, chair and ottoman from the Dump Furniture for $1851.26. We purchased a $94.41 5-year warranty against stains, rips, tears, etc. I noticed in August 2014 a rip on the seam of the couch. Upon further inspection, there were rips in over 9 places on seams on the couch and loveseat (at the time, hidden from plain view). [redacted], the warranty, refused to repair them saying they do not repair seams. Nowhere on the warranty given to us on the day of purchase does it say that it doesn't repair seams. Since filing the initial claim in September 2014, 6 months ago, the rips and tears have grown so that they are completely separated and frayed in many areas (along seams and non-seams.) When I brought in the pillows face to face in December 2014, the Dump's [redacted], agreed that the furniture was completely frayed and defected, and when he saw the pillow, expressed that he was confident that the Dump would help us in the form of [redacted] fixing the furniture, or the Manufacturer's Warranty fixing, replacing, or refunding the furniture (couch and loveseat). Mr. [redacted] emailed me to tell me that he didn't have any answers for us on January 28, 2015. I have not heard from him since even though I have requested answers. I have a chain of emails. He also promised that his [redacted] would be contacting me "that day." She has not.Desired Settlement: To rectify this, I would accept furniture replacement (loveseat and couch) at the same price originally paid, a check or cash refund for the price of the furniture or an acceptable reduction of 4 years of use, or furniture repair if possible. (I have been told it is probably irreparable.)

Business

Response:

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]will call [redacted] again today and will call Ms [redacted] to followup. Thank you,

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.

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,

Review: first off in the store I was sold a warranty at an additonal price and the salesman specifically told me it covered all of my main concerns, children and pet damage and wear and tear. I found out after submitting a claim that it covered NONE of these issues. I also found out after my claim was denied that one of the issues I was having with the couch was covered under the 1 year warranty with the company itself. the material is actually just falling off of the furniture, not wearing or tearing, just falling off even when know on is touching these areas. the dump told me this isnt covered because the 1 year warranty only covers manufacture defects and this was damage I caused. NOT TRUE! they cant just make up their own diagnosis to not cover the issue. I sent them photos they could clearly see by the fact the material was falling off UNDER the arm rests as well that I didnt cause this. they told me there was nothing they could do. I find it so wrong that because of them lieing about he protection plan I cant get it fixed from them and because their "vendor" says I caused it they wont fix it. the overall qualtiy of this couch is so low and this all happened 2 months after I got them. the customer shouldnt be lied to and scammed into a extra plan and should at least know when the couch falls apart after 2 months the company will help them annd not just make things up to get out of helping.Desired Settlement: I would like a refund of the protection plan I was lied about and I would like the company to either replace my current couch with one that is not damaged or replace my set with a different material couch that is not so low quality.

Business

Response:

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 206LFH098 10/13/14. On delivery, 10/16/14delivery was made for a sofa $399.00 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 $75.00 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. [redacted] contacted the store and the store management team got approval to sell her the warranty after the delivery. That order is [redacted] 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 covered.6 months after the purchase, on 4/24/15 Ms. [redacted] called in to report problems with her sofa and loveseat. The Rep tried to assist Ms. [redacted] even though the order was discounted to AS-IS and asked her to send in pictures. The rep sent the pictures to the vendor who said the damages were not vendor defects. Ms. [redacted] 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.

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.

[Provide details of why you are not satisfied with this resolution.]

Regards,

This companies reply is the exact proof that they are liars and scammers. Yes, the warranty was offered at the time of purchase but I was also told I could call before the items were delivered to add the warranty, they told me I could call anytime as long as it was before the couches were in my house. I called days before up to delivery only for know one to call me back and apparently the store was closed only to be opened 2 days a week, so the sales rep should have instructed me that I COULD NOT call before they were delivered. I told the rep on the phone during delivery that I had emailed and called to add the protection plan and they said the store would have to call me. The sales rep in the store SPECIFICALLY told me to buy the protection plan because the following were included. WEAR AND TEAR, PET DAMAGE, DAMAGE FROM CHILDREN plus much more. I have tried calling the store and trying to contact customer service since Decemeber 2015. it wasnt until april that I received information of how to submit my claim for the protection plan ( which I never received any paperwork or information about ) I also was wrongly isntructed on what to submit for the claim. The rep on the phone told me although the initial damage was a puncture/tear it was now peeling so submit it like that. INTERESTING that I never being given the plan would not have known that peeling was what wasnt covered therefore my claim was denied. I also was denied by the vendor ( according to the dump) because one of the two issues wasnt covered. Besides the tear on the arm rests material is literally falling off on its own, also in MANY other spots on the couch WHICH is a manufacture defect and the DUMP told me that it is not and that I caused it. NOT TRUE. IN NO WAY DID I EVER SAY OR IMPLY THAT MY "DOGGIE" CAUSED THE DAMAGE. This company sold me a protection plan by lieing about what it covered and has lied to get around helping me in every situation. I have never once receieved a call back which is why this is almost a year of me trying to get someone to assist me. I also was never told about this " as is" for the furtniture, dont you think if it was as is the company shouldnt have sold me a warranty that clearly wouldnt apply to the furniture . Seems like that may be their policy for furniture that arrives damaged but the leave out important facts to tell the customers so they can still make money.I now own a protection plan that is useless.