Complaints

This profile includes complaints for The Dump Furniture Outlet's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  The Dump Furniture Outlet

  250 S Waukegan Rd Deerfield, IL 60015-5220

• 

  The Dump Furniture Outlet

  2860 S Highland Ave, Lombard, IL 60148-7130

• 

  The Dump Furniture Outlet

  222 W. Roosevelt Rd. lombard, IL 60148

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In July 2024, I spent $17K at The Dump to furnish a 1 bdr apt.On delivery, I saw damage on a couple pieces. Delivery people would not take them back and said I needed to contact customer service, but it was a Saturday and they were closed. I reached out to my sales person, who told me to call customer service Monday. I could not get a hold of a real person, and ***** would call me back. Sales person got involved, and after 3 wks a repair person finally came. Meanwhile, other pieces had started to develop splits in the wood. Service person only fixed the plastic latch. He said he could not fix the split wood because it would require spray painting the repair, which would be harmful to my health. I asked him to take the pieces, fix them, and bring it back, and he said he needed to be authorized, so he took pictures and said they someone would get back to me.5 months later, I have not heard back from them after placing 15+ calls. In Sept, the sales person said he would look into it, and I never heard back from him either. The majority of my pieces have wood that has split in numerous places! Its horrible!!!* The nightstand with the split leg is also splitting on top * The other nightstand is also splitting in 2 places * Bedroom dresser has developed cracks.* One of the towers on the Ent. center is splitting in 3 different places.* 2 of the 4 legs on the sofa table are now split * Wooden desk is splitting * Kitchenette table has sap oozing from the top I feel this was a huge scam! I do not believe this is high end furniture bought out at bankruptcies I am afraid that maybe they are buying lots of furniture that is known to fail because the wood is not properly cured/pressed/treated.I hope you can help me, or at least help others not fall prey to whatever is going on with this company! Thank you in advance for your help!

  Business Response

  Date: 04/02/2025

  We are sorry that our customer has had issues with her merchandise. We requested photos of the damaged pieces and determined that there were multiple issues including seasonal splits in the wood items. We have since picked up the damaged merchandise and refunded Ms. **** for the damaged items. 

• Initial Complaint

  Date:11/06/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 16, 2024, I went to look for furniture at the Dump, a furniture store located at ***************************************************************. When ****, the salesman, first approached me, I told him that I am a blind, disabled veteran. I made a purchase of two baskets, and after paying for them, I was required to sign paperwork before receiving the items.The next day, I called to request a copy of the paperwork (I wanted to make the request in person, but I am a wheelchair user and live over 25 miles away). I had never been required to sign paperwork after making a purchase like this and I was feeling uneasy about it. I was told that **** was not at work that day, so I asked to speak with a supervisor and was transferred to Bill. **** initially would not tell me his name and implied that he would hang up if I kept asking. Eventually he agreed to send a copy of the paperwork to my email address, but he did not keep his word. I am still waiting for the paperwork. When I call the store, during business hours, they will not pick up the phone. The fact that they wont give me a copy of the paperwork implies that their actions/intentions were not honest.

  Business Response

  Date: 11/07/2024

  We apologize that the visit to the store did not go as hoped. We did watch the replay of the store visit on our security camera and the customer was offered her receipt. The store also emailed her a second receipt later that day. I am attaching the receipt as well as the signed contract should she need it. 

• Initial Complaint

  Date:10/22/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 9/22/24 We went into The Dump in Lombard and purchased three recliners. A couple days later we were called letting us know they were ready to pick up. When we brought the recliners home we noticed right away that 2 of the 3 were either broken or needed adjusting. I called the store back right away to let them know and was eventually set up with a service tech. On 10/9/24 service tech came out and after looking at both said they were not fixable because the entire framing on both recliners were badly bent most likely in the warehouse or during shipping. Service tech said in the next couple days I will get a call from customer service letting us know the resolution. Over a week passed with no call. I have called their customer service number every single day and sit on hold until the call eventually just hangs up on you, I have sent numerous texts and have sent an email and no response at all from anyone. I called the store today (2 weeks since the service tech came) and was told the service tech has not entered in any notes about his visit and that they would send an email to customer service. Its been about a month since paying over $2500 and we still have two broken recliners with no resolution, no refund, no offer of exchange or replacement. The worst customer service I have ever experienced.

  Business Response

  Date: 11/06/2024

  We are sorry that there were problems with the chair. Our tech report stated that only one chair is damaged. The report is as follows:Swivel chair- only 1 chair hitting the floor. Mechanism and base bent. New mechanism and base needed. 1 hr for installation. Manufacture defect. The vendor did offer credit for the defective chair as the part is not available at this time. Ms. ***** can reselect to a different chair, see if she is interested in the floor model or receive a refund for the one chair. She can reach out directly to the store to assist her. Her ticket number is 560A748185.

• Initial Complaint

  Date:10/09/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a mattress from The Dump on September 2nd, 2024, with the understanding that if there were a manufacturer defect, The Dump would help resolve it. I received the mattress on September 14th, after 5PM. The mattress had to be made when I purchased at the ******************* because they had no stock at The Dump. We noticed right away there was an issue with one side of the mattress dipping right in the middle area on one side. But, I reassured my husband that the salesman said it was already pre-compressed and should not dip anymore. So we decided to sleep on it and see how it worked out. The next morning, we noticed it had dipped much more and was almost sagging in the middle on one side, and slightly dipped on the other side. I called first thing that morning, Sunday, Septmeber 15th, 2024, but no one was answering so I figured they were closed or unavailable for phone calls. I called again on September 16th, 2024 (Monday) and made a complaint to someone in the customer care department. The person stated he would send an email form where we could submit pictures and show what we were talking about and they would submit to the manufacturer. Never received an email. Called again about a week later, no one was answering the phone again. I waited, thinking maybe there was a process The Dump had to go through to get that form and send it to us. I called again Monday, October 7th, and again no one was answering so I decided to leave a voicemail for the customer care department stating the order number, why I was calling and left my number for someone to call back. No one has called back yet. This is horrible customer service and I was sold a defective item and they are doing nothing to help with getting this issue resolved.

  Business Response

  Date: 10/10/2024

  We are so sorry for the delay in getting a bedding claim out to Mr. Ramirez. King Koil has up until recently facilitated their own bedding claims. Our coordinator was unaware of this change. We have sent out a bedding claim to the email address on file and have provided the Supervisors contact information to the email. 

• Initial Complaint

  Date:09/28/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought a couch from The Dump in Lombard- was very apprehensive about the purchase but was told that it was too late to back out of the purchase. After the purchase was made and ultimately a return needed to be processed, I was charged 200 dollars to put a couch back.Ultimately, was frustrated and filing this because I wanted to not make the purchase but was told it was too late. When I then had to make the return since the furniture would fit inside the residence door, the manager refused to see my side and stated "No one put a gun to your head"- that's true, but I was lied to. Feels similar in a business sense.

  Business Response

  Date: 10/16/2024

  Mr. ****** is incorrect with the amount in which he was charged. He was charged a restock fee which he was aware of via his signed terms and conditions. The amount he was charged was $120.00. All our sales are final however, we are sympathetic to those of our customers who are unable to premeasure their living space and need to return for fit reasons. To process the merchandise back into the system we do charge restock fees to account for our return process. Because of his signed paperwork with the terms and conditions laid out we will not be able to process his request for a refund. 

  Customer Answer

  Date: 10/16/2024

   
  Complaint: 22354267
  
  I am rejecting this response because:

  1. my total of money lost was $210 because of the delivery. Though I understand why they say 120, the truth is over 200.

  **** one verbalized to me the return policy, and the sales person who processed my order did the bare minimum to explain policy. In fact, he opened the page and pointed to where I sign but didn't elaborate what I was signing other than an "order slip". By the time I was reconsidering the purchase (before I left the store) they had told me it was too late and already processed the transaction. 

  3. I understand that there are restocking inconveniences, but the fact that the "restocking" fee coincides with the price of the couch shows that the fees are more closely aligned with a predatory practice rather than one of convenience, which would be a fixed fee rather than a percentage of the purchase made.

   

  Id be willing to accept a partial refund on the $120, but do not accept the response to not take any accountability in this situation. 

  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 11/05/2024

  
  We are sorry that Mr. ****** is still unhappy. I have attached both his return receipt that reflects the amount he was charged for a restock fee was $120.00. I have also attached his invoice that he initialed observing the terms and conditions of his purchase. He willingly participated in this sale as well as the conditions of any exchanges or returns. 

  Customer Answer

  Date: 11/05/2024

   
  Complaint: 22354267
  
  I am rejecting this response because:

  I tried to back out of the purchase but was told I was unable to.

  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:09/26/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 3 piece sectional on 4/16 from The Dump Store in Lombard, **. The sectional was delivered to me on 4/26. By early June, there were 2 manufacturer defective issues that occurred. One sectional piece had a board that became loose under the fabric and the 2nd sectional piece had a wooden board that broke and would move around and make a popping sound when you try to sit on the sectional piece. I immediately went to The Dump store where I purchased the sectional to advise them of the manufacturer defects that had occurred within only 2 months of ownership. The store manager advised they weren't able to assist and that I needed to call customer service @ ************ for assistance. Note, we were advised at the time of purchase that the sectional had a One Year Manufacturer Warranty on any defects/issues and if this occurred we would have the option of exchanging the sectional or refund. I contacted customer service via 800# as directed. I was able to get speak with a *** after numerous tries and advised them of the manufacturer defects that had occurred. They indicated they would send a technician to look at the issues before they can proceed with ***lacements. On 7/18 the technician showed up attempted to ***air only one piece and wasn't able to put it back together successfully. I called customer service immediately after the technician left and advised that he ruined the one piece he took apart and didn't ***air the other defective section. They advised me that they would follow up with the technician and let me know the next steps. I advised them that I need to get both pieces ***laced as soon as possible. They reassured that it would be taken care of. It's now September and I've been getting the run around since I brought this issue to them in June. I haven't been able to get a hold of customer service since nor has anyone called me back to get this resolved. They sold me a defective product and are refusing to either refund me or exchange product.

  Business Response

  Date: 10/16/2024

  We have provided this customer with a full refund of her merchandise. 

  Customer Answer

  Date: 10/23/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Thank you BBB for your help in getting the business to refund me after 4 long month's for a manufacturer defective sectional they sold me.
  
  Sincerely,
  
  Aylin

• Initial Complaint

  Date:08/06/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi purchased a recliner from the fump in tempe az on 12/7/23. Was forced by ******************* supervisor to purchase the warranty. Have requested to cancel warranty to the warranty company. They gave me a report number (did nothing on may call) this june call they gave me a claim number. ******* Then in july the warranty tells me i have to call the dump. After many calls the dump answered. The dump explained they call warranty and confirm amount. The dump has never done this either. And now after repeated calls to the dump customer service the store in tempe az and the warranty company NOTHING HAS BEEN DONE AND NOW 4 calendar months have passed. Az might have law that ALL Money is refunded

• Initial Complaint

  Date:07/31/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a sectional a year ago with an extended warranty. The mechanism on the leg lift sparked and broke. I cannot get a return call from anyone including the extended service provider.

  Business Response

  Date: 08/02/2024

  Customer ********************************* did make a purchase from us on 3/24/2024 however, she did not purchase an extended warranty. She was offered a technician; however, she did not want to pay the $100.00 Service fee. I have waived this for her, and we are having a technician come out to assist her. 

• Initial Complaint

  Date:06/14/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a couch from The Dump furniture outlet in Lombard, IL on April 29th after speaking with a salesperson who was told that the couch would be placed in the basement. The salesperson stated it would not be an issue for the delivery persons to deliver it there. A couple weeks later when the delivery persons arrived with the couch they said it wouldn't fit and they took the couch away, stating there would be a re-stock fee.I was still charged the entire amount. I disputed the charge and after a month the merchant, The Dump, responded and said it showed delivered on their end. I contacted customer service who advised that the show a re-stock fee on their end, that should be 20% of the cost, not the 100% full cost of the couch. They said they are trying to credit me with a "re-selection" or store gift card but can not because of the disputed transaction. They are unashamedly attempting to keep my money. I do no want store credit, I want a refund.

• Initial Complaint

  Date:05/21/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased about $15k worth of furniture from the dump in total. The problem with my purchase of a 2 piece sofa and a extended warranty for 5 yrs. and had it delivered and set-up on December 2019 which should give me coverage till December 2024. I had the one leg collapse on the one side. So I called and set appointment with the warranty company and they sent a tech out and took pictures and said the warranty company will let me know what they are going to do with it. They didn't contact me for 3 weeks so I called them and their response was the sofa was not set-up right the sofa was missing 2 legs to support the sofa and it caused the damage to the sofa and refused repairs or replacement. They said the store was responsible and should take care of my issue. I called the store and to my shock they said they will not do anything for me. They said I had a year to report any issues. But I cannot report a problem until I have one which I did in March 2024.I am a senior citizen and being taken advantage of. I purchased a extended warranty till December 2024 and it should be covered till then. I got outside appraisal the cost for repairs would be $1600 . I paid $1400 for this half of the 2 piece sofa and the 2nd half I paid $1500. Plus I paid $429 for extended warranty for 5.yrs. As I told the store I was willing to have it repaired or get a replacement of equal value from the dump and they refused me any relief. This is unacceptable this should be covered by the warranty company and / or by the store since the Dump store set-up and delivered the sofa. I have pictures of the sofa's present state of disrepair if you need . Thanks for your help regarding this fraudulent practice and them taking advantage of a senior citizen against a unapologetical multimillion dollar callous retailer.