Complaint Review: The Dump Tempe AZ

THE DUMP PROBLEMS

My wife and I visited The Dump on December 26, 2012 for their advertised 50% off sale.  Of course nothing in the store was 50% off, but we placed an order for a leather sectional sofa.  THE TOTAL COST WAS $3530.38, $280.00 of that being an extended warranty. We discussed delivery at length with the salesman, Joe Driscol, as we had travel plans coming up. Joe assured us all we needed to do was call to arrange a delivery date and time that would work for us within our schedule.

I started calling The Dump's delivery number about two weeks after the order was placed to arrange delivery.  No one ever answered the phone and though we left messages as instructed no one ever returned our calls.  I tried calling the store to speak with the salesman but, again, no one ever answered the phone nor returned our calls.  I was becoming very frustrated and called hourly but the calls went un answered until Friday January 11. I spoke directly to Joe Driscol and let him know how annoyed I was with The Dump's total lack of response with our phone calls. 

I made him aware that I was ready to cancel the order but he appologized and assured me he would schedule the delivery. I gave them a weeks time frame and asked that the sofa be delivered on Friday January 18 in the morning as we had social plans for early evening. Joe claimed that would be when the delivery would be made and that we would receive a call the day before to confirm.

We did receive a call on Thursday January 10 left on our answering machine at 1:30 PM that the delivery would be made on Friday January 11 between 3:00 PM and 6:00 PM.  I retrieved the message at around 2:20 that afternoon and immediately called the number given us to let them know that the afternoon delivery would not work. NO ONE answered the phone nor returned my call until 9:30 AM the next morning. I again explained that we would not be home to accept delivery and the lady started telling me that I would have to pay a rescheduling fee as the truck was already loaded.

I tried to explian to her that I had arranged the delivery with our salesman and was promised it would be made in the morning.  Also that I called her all afternoon the day of their message and no one responded. She, again, argued that I would have to pay a fee.  I was very annoyed at that point and told her I thought the best thing to do would be to cancel the order.  She then told me it was too late to cancel and that I would have to pay a restocking fee of  20% of the cost of the sofa.

I immediately ended the call with her and called the store to speak with Joe Driscol, our salesman. I made contact with him at about  3:00.  I told him about the delivery girls attitude and threats and vented my frustrations. I told him I would not do business with any company that treated their customers in that way.

Joe tried to tell me he could reschedule the delivery and waive the fee but at that point I was too upset to reconsider.  I told Joe the order was cancelled and that he had lost a customer.  He told me he would speak with his manager and call back if they needed anything further.

We did not receive any further communication from The Dump, but they have refused to credit us the full amount of the sofa. They claim they have the right to charge us a restocking fee of $645.80 even though we never received the goods.  We have disputed the charge with American Express and they continue to fight The Dump for a credit but The Dump has refused.

I am amazed that anyone would consider doing business with a company that treats their customers in the way.

Can you help??