Report: #1125179

Complaint Review: The Dump - Oaks, PA

  • Submitted: Thu, February 20, 2014
  • Updated: Thu, February 20, 2014
  • Reported By: Bell — Philadelphia Pennsylvania
  • The Dump - Oaks, PA
    1800 East Dr
    Oaks, Pennsylvania

The Dump - Oaks, PA Product Not Delivered Oaks Pennsylvania

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Entered the Dump Store in Oaks, PA to select items for purchase on January 26, 2014. Items were paid in full on the same date. Items included sofa, love seat, headboard, foot board, rails, mattress, box spring, dresser, and a rug. All items except for the rug (which was taken by myself on 01/26/14) were scheduled for delivery on February 4, 2014. On February 4, 2014, the delivery drivers arrived late. The headboard, foot board, and rails were brought into the home; however, the rails delivered were not correct. The delivery driver asked to see a picture of what the bedroom set should look like to verify that he had the incorrect pieces. I showed him a photo from the Dump website and it was clear the pieces did not match. He called the customer service number to notify them of the incorrect items. The customer service person on the line needed additional proof to verify the items did not match. I took photos of the items in my home and sent them to both the delivery driver and the customer service representative. She too verified the items did not match. She instructed me that someone from the store would give me a call the next day to supply me with my items and reschedule delivery.

The drivers proceed to take the headboard, foot board, and rails back to the truck. I never received a call. I called the store on 02/07/14. I went back and forth between customer service and the store until I was notified of a re-delivery date of 02/14/2014 (19 days after original purchase). Of course delivery was rescheduled again due to the snow to Wednesday, February 19, 2014 (24 days after original purchase).

On February 19, 2014, the delivery drivers did in fact arrive during their scheduled time frame. The headboard, foot board, and rails were not on the truck although the notation to ensure that all the pieces were to line up was on the order form. The delivery driver of course called his manager and this person had no idea what the problem was and stated that he would look into it and a manager would return my call later in the day. To date, no manager has reached out to me. In addition, that person requested that I have the delivery driver call customer service. The delivery driver and I completed a call to customer service rep who was very nasty and inconsiderate on the phone. She informed me that her computer records stated that the item was still "in transfer". She explained that she was sending information out and someone would return the call the following day to explain further. From the previous experience, I doubted that would happen and still hasn't.

I called customer service myself later on in the day for additional information only to find that they were closed to the customer base on Wednesday's. I did not have the direct access number the delivery drivers use. I called customer service again today, Thursday, February 20, 2014. I was connected to someone and I immediately asked to speak with a manager. She obtained my information and placed me on hold while she found one. After 10 minutes of holding she stated a manager was still unavailable; however, she looked into my records and stated that the item is listed as in transfer but no one at customer service would be able to give me any information to the exact location of the item or a projected delivery date until the store is open on Friday. I stated that was unacceptable and she stated that she could not help me - I would have to wait. 25 days after purchase and paid in full - I still do not have items ordered nor can anyone give me any information about where the items are or an estimated delivery date. In addition, I cannot return the item or the Dump will charge me a restocking fee of 20% of the item cost. Overall, worse experience ever. Customer services is nasty and delivery is horrible. 

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