Complaint Review: The Dump Furniture Store - Irving Texas

Buyers beware! If you buy any bedframe here look for gaps! This is a note we sent to the better business bureau and were going to take them to small claims court this is out of principal, you dont treat a customer who spent nearly 10 grand in your store, this is not how you build good customer report and keep them coming back. I will say, Darren is a good sales rep but unfortunately he works for an unethical company. The manager of that store needs a lesson in customer service 101, he said in his 30 years hes never had customer complain about a 1 foot gap on their bed, well, we are, so whats your point? I cant sleep at night w/out my pillow (s) falling through the head board and worrying my 6 lb. dog will break a leg. What happened to listening to your customer, working with them to keep them coming back? We would have exchanged it for another frame but now were so disappointed well NEVER do business with them again.

Dear Better Business Bureau: My husband and I purchased a bedroom suite from The Dump. The policy on returns is very clear. After delivery you can return your furniture for any reason, but you must pay a restocking fee. Upon delivery we noted a design flaw that was covered by bedding at the show room floor. With no bedding it is evident that there is an unacceptable gap between the headboard and the mattress. The gap is so large the pillow fall through and to the floor while sleeping and it is my understanding that is the purpose of a headboard outside of looking good. We immediately informed the installation team and have a receipt that the gap was unacceptable. They informed us to call customer service immediately. We were asked to measure the gap which we did on top of letting them know that we would like to return it. They said give us some time to remedy the situation. We also went down to The Dump in Person to express our frustration, and inform them that we would like them to either fix the gap or return the furniture. The finally sent a tech to look at the furniture. Due to the manner the sideboard assemble to the head and foot-board the problem could not be fixed leaving us only one solution, exchange the furniture. We called customer service, and they informed us that we could not exchange it. The bottom line is: 1. we informed The Dump per the agreement between us and them that we would like them to fix the problem or return it within 7 days. 2. They delayed beyond our 7 day window and told us it they could not fix the issue we could still return it. 3. They could not remedy the situation and now have not lived up to their agreement. We have an acceptance of delivery that is signed my us and a representative of the dump with a note that the GAP is unacceptable. Which means we would not accept it without a remedy which never happened. My cynical mind believes this is a ploy they utilize to give the appearance of living up to the terms and conditions of their agreement and reduce the amount of legitimate returns of poorly designed or defective furniture. This is certainly not in the spirit of doing business properly and is a disgraceful way to treat a customer. We would have worked with them and exchanged the bedframe for a frame that functions but now wed like our money back.