(12/15/12) Id like to share my experience with potential Dump buyers out there as I believe my experience is not an anomaly My experience with the Atlanta, GA location has been one of the worst experiences I have had to deal with in my entire life. In total, I spent just over $1700 on a king mattress and frame Im 25, this was a big purchase for me, and
one where I thought I did my due diligence. The sales reps were great, they worked with me to get me a better price, a $100 restaurant gift card (For the worst restaurants in America, but still a decent gesture), and expedited shipping The bed and frame arrived when it was supposed to and I was genuinely happy with my purchase.
(2/16/2012) Now I live in a loft with concrete floors, and sometimes I get into bed with enough velocity to move the bed slightly (crazy stuff), and after 3 months of owning the bed the bed slid just slightly enough that when I got in and one of the 4 small wooden columns supporting the slats under the mattress broke. This immediately led to a chain reaction where all 4 broke and my half bed fell through to the floor Fortunately my dog sleeps under the bed on the opposite side of where the bed collapsed. Had he been on the other side I sincerely doubt he would have been ok This is where the Dump went from being an ordinary vendor to the worst customer service company Ive ever dealt with (Comcast, DMV, AT&T mobile included).
I want to note that I understand that customer service reps generally make little more than minimum wage and get yelled at all day long. I get it, that job does not sound fun, but as a company, practicing good business there are standards that should
My customer service rep was rude, unapologetic, looked for ways to blame me (seemingly to avoid having to help me fix it), and informed me that it would take 3 weeks to a month to get a technician out! After arguing with her just to get a manager on the line (they like to immediately say I am an account MANAGER), I was told a manager would call me back I called back 3 times over the next few days before I got one on the phone, and when I did, she seemed annoyed that I was insistent on speaking with her (I wonder why I would be instant, I had only been without a functioning bed for 4 days). While this person was not rude, she hardly worked with me on getting a rep out sooner. Now had this been a couch, table, chair, etc no big deal But this is my bed. I sleep on it, and my sleep affects my day, and this did not fly for me. She would barely acknowledge that a broken bed is any different from any other piece of furniture. I begged and pleaded, and finally convinced her to get her rep (an outsourced 3rd party), to contact me to schedule myself (seriously??).
While being passed off to a 3rd party (which I would imagine was to get me off the phone) is insane to me, it worked out; the guy was reasonable and agreed to work me into his day about 3 days later (7 days of a broken bed). Those 7 days were awful;
while I was able to get the pegs under the slats, one rail of the slats broke in the middle and my bed sagged down about 4 inches right in the center of my bed. Needless to say, my sleep and productivity suffered during that time.
When he came out, he informed me that the bed was rather large to be only supported by 4 beams (this becomes a material quality issue), but I asked him to please add another beam to the underside to avoid any more problems in the future. He put a big column in the middle which was super nice of him, but unfortunately this was not enough He told me that to help keep the bed from sliding, I needed to get a sticky, non-slide furniture pad. I did so (same day), and until last Friday (6/08/12), had not encountered any additional problems
Last Friday (6/8/12), as I was putting shoes on while sitting on the corner of my bed, one of the pegs snapped dog underneath the bed again! Fortunately he was in a different spot, but it led to another call into customer service. This is where the Dump really messed up (as opposed to last time) I got yet another rude agent, who I informed that I would prefer either better materials used when fixing the frame, or a new frame altogether. My thought being that the current quality was either subpar or was a lemon. It broke twice in 2 months, and doing right would be to just get me in something that would not be risking the wellbeing of my dogs life and my back Instead of working with me, I was told after her reviewing the notes that I was NOT ELIGABLE to have a rep come back out because I HAVE CONCRETE FLOORS I did not realize that having a floor made of concrete voided a manufacturers warranty (it does not), but she flat out refused to honor their commitment. I informed her I had a non-slide pad under the mattress now, but that changed nothing. I was told I could email her pictures and when she had a chance she would forward them to the manufacturer to decide if they would do anything about it. She also made a point to let
me know I shouldnt hold my breath. I then asked her to email me the reason she just explained as to why they would
not fix it, but she again refused, citing they do not email customers (funny, because you literally just told me to email you). I asked to speak to a manager and she said I could deal with her (Account MANAGER), there was no manager on duty (2:30 on a
weekday afternoon), and if I absolutely must speak to her superior they would call me back. As of COB Monday - no call
from anyone I suspect I will not be hearing from them anytime soon.
I understand that customers can be difficult, and that having to deal with one with broken stuff is not fun, but as some point, isnt the job of customer service to serve the customer? I didnt need free stuff, money, or an upgrade I just want something that is of a reasonable standard. I paid $600 for the frame alone; I would expect something that wouldnt break twice in 7 months
The line that really infuriated me was that when I mentioned replacing the frame with something different that would not break; the represponded by saying that was a change due to my PREFERENCE, and that I picked my frame. I didnt realize that I needed to let the sales folks from the Dump know that my preference is to have a bed that DOESNT BREAK.
For the record I weigh 180 pounds, dont have wild orgies on my bed, and dont jump on it either (although I do miss it a little bit from when I was a kid)
Hopefully this is not consistent, but I fear this is a standard practice. Sell, sell ,sell, then leave the customer out to dry when a bad product doesnt work Im sure these guys are great when you get something that doesnt break apparently I was just not lucky enough.