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Dunham's Furniture sells furniture for living rooms, dining rooms and bedrooms, mattresses, futons, recliners, couches, stained glass, home accessories, and more.
This business is not BBB accredited.
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Reason for Rating
BBB rating is based on 16 factors. Get the details about the factors considered.
Based on BBB files, this business has a BBB Rating of No Rating. The reason is as follows:
- This business has no rating because it is out of business.
Industry Ratings Comparison
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||1|
|Total Closed Complaints||2|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Type of Entity
Business ManagementMr. Jim Dunham, Partner
Number of Employees
FURNITURE DEALERS-RETAIL GLASS-STAINED & LEADED BEDS-RETAIL FUTONS MATTRESSES HOME FURNISHINGS Furniture Stores (NAICS: 442110)
Service AreaDunham's Furniture provides their services in CONNECTICUT , MAINE , MASSACHUSETTS , NEW HAMPSHIRE , RHODE ISLAND & VERMONT.
Industry TipsBuying Furniture Finding a Reliable Furniture Store - 5 Tips - Video
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Additional Phone Numbers
- (800) 343-2664(Phone)
According to information in BBB files, this business is no longer in business.
Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
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Read Complaint Details
Complaint: I bought a lift chair in the Dexter Store of Dunham's Furniture on 7/11/13. It was delivered the afternoon of 7/12/13. I used it through 7/17/13 into the early morning (6:30 A.M.) of 7/18/13. A physical condition requires that I sleep in a recliner as I cannot lie flat on my back, and, as I also need help getting out of the chair, a "Lift Chair" is the answer. I have a lift chair in my winter home in Florida, provided by the Veterans Administration Health Care System, which I have had for years and still deals comfortably with my health issues there. However, the VA only provides one chair, so I have to buy my lift chair for my home in Maine. Thus, my purchase of the lift chair from Dunham's Furniture. The chair felt comfortable in the store, but when I brought it home and began using it, increasingly my bottom sank into the bottom cushion, until I bottomed out with only a thin layer of "something" between my bottom and the very hard inflexible springs of the seat. Experiencing considerable pain in my bottom as a result, I realized other hard surfaces were hurting my back and my elbow. I decided to go back to Dunham's of Dexter to report the chair as defective, to ask them to take the chair back and to refund my money. I was unsuccessful, told it was not Dunham's problem, but the problem of the company Dunham's gets them from, which has the chairs made in China (the country) and I would have to deal with them and their Warranty process. Dunham's, through the manager, although they were the Sellers, the receivers of my money, the issuers of the Dunham's receipt, accepted absolutely no responsibility other than stipulating that they were only the agent for exercising the warranty of the company that obtained the chair in China.. The manager said he would come out to my home to establish the validity of my claim. He later telephoned me to reiterate Dunham's position that they bore no responsibility for the defective chair. The conversation was unpleasant and ended when the "manager" hung up on me. I posted this much of the complaint on the Company's (Contact) site. Following this, another manager, brother to the manager from the Dexter Store, came out, sat down in the chair, bounced in it a couple of times, got up and stated he could find no problem with the chair. I observed that he had more natural padding on his bottom than I have, but being a gentleman did not mention it. He, then, allowing that some padding might take care of it, suggested that I put some in. I insisted it was Dunham's problem as I had purchased the chair from them. He stated the same position as before, but with a significant addition. Now he stated I would have to pursue the warranty through the company they had purchased it from. I told him I bought it from Dunham's and they were responsible for making me a satisfied customer, and that I would only be dealing with them as the responsible party. He disagreed, and left. My question is: Am I left with no choice except to pursue this matter in Small Claims Court? **** ******* ** **********
Desired Settlement: Dunham's will take the chair back and refund my money.
Mr. ********** informed me [******] when he came in to purchase the chair how much he needed to use the chair. We only had two (2) lift chairs in stock so I called our other store, located in Bangor, to see what we had for stock there. I was told we had one (1) lift chair there soI had that one chair brought to our Dexter location so Mr. ********** would have three (3) choices of lift chair for him. Once the third lift chair was in our store I called Mr. ********** so he could come try all three. He came into the store and after trying all three lift chairs, decided he was happiest with the comfort of the lift chair he chose to purchase.
Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.
Business Response: Dunham's Furniture has contacted *********** and asked that a technician contact Mr. ********** to further discuss any structural and warranty issues he has with his lift recliner.
I have reviewed the response submitted by the business and have determined that the response does not satisfy my issues and/or concerns in reference to complaint.
Problems with Product/Service
Read Complaint Details
Complaint: On 7/14/12, my husband and I ordered an oversized chair (chair and a half) and an ottoman from Dunhams Furniture in ******, Maine. We ordered with ***** and paid in full with our debit card. We were told that these items were not in stock and would have to be ordered and would take 6-8 weeks. We understood and went ahead with our order. I contacted them on 9/07/12 and asked for an update on our order since it was now 8 weeks and we hadn't heard from anyone. ***** said he never guaranteed 6-8 wks and like life there are never guarantees. He said that the warehouse the furniture is in could go up in flames or that the truck could get in to an accident and all of our furniture would be lost. I advised him that I understood there are no guarantees but he did quote 6-8 weeks and I was simply following up. He then said it should hopefully be here soon. I asked if he could find out from the company when it is scheduled to ship. He said he'd see what he can do. He called me back and said it'd be to his store on 9/14/12. He contacted my husband on 9/14/12 and said they made a mistake and that our furniture was leaving the warehouse on 9/14/12 and it would be a week. They offered a loaner chair. My husband asked me to contact them and let them know if I wanted the loaner. Since my grandparents were arriving that week from *****, I agreed to the loaner. They delivered it the same day and I was happy with their accomodation. Today is 9/23/12 and we hadn't heard anything from them yet,. We were in town and thought we'd stop to check the status of our chair and ottoman. My husband went to the window where ***** was sitting and explained to him that we have been waiting on furniture. He told the story to him and ***** called him a liar. ***** said they never tell anyone 6-8 weeks. My husband explained again what was said and the timeline of things. Again, ***** called him a liar and then told my husband he can smell a skunk. So, my husband asked "are you calling me liar and a skunk". ***** told him if that's how he wanted to take it, he could. He said people always come in and say things like that. My husband explained he wanted nothing for free, he just wanted to know where our furniture is. He then told my husband to leave the store. My husband asked why he was asking him to leave. He said he was just trying to explain our side of the story and again just wanted to know when our furniture would be in since we hadn't heard anything. ***** continued to call him a liar and was very rude and condescending. My husband wasn't getting anywhere so decided to leave. I then called and spoke with *****. I told him I understood he was rude to my husband and called him a liar. He then told me that I am a liar as well as my husband. He kept on calling us liars and I said at this point I would like to just cancel our order and return the couch we already received. He laughed at me and said that wasn't going to happen. He just kept on with rude remarks, calling us liars and laughing. I hung up on him. He called my husband back and said it was a huge mistake on their part to give us a loaner. He said that we better make sure it is returned as we received it or we will be sorry. We felt like, at this point, we were being harrassed by *****. At no point, would we ever think of ruining something that is not ours. When we got home, I did look at our receipt and it does so that down payments and other payments are not refundable. The problem is the way in which we were treated. We just moved here from Iowa and needed furniture. We were treated so poorly that we would just like to return all furniture and get a full refund.
Desired Settlement: We would like a full refund and all furniture returned.
The furniture was delivered, in its entirety, to the customer the Tuesday following the complaint. The customer accepted the delivery and signed the invoice acknowledging the furniture was delivered in good condition. It is our understanding that by accepting the delivery the customer no longer has a dispute against us. She also apologized to us for her harsh language to the owner.
We did in fact accept the furniture because we had already paid for it in full and were told by ***** that we would not be getting a refund from his store because all sales are final. There are no refunds or cancellations on orders. The furniture was in fact delivered in good condition. As I did state, they did give us a loaner chair and we appreciated their accomodations. However, that does not take away from the fact that we were treated very poorly by ***** and he said some very harsh things to both my husband and myself. I responded to his harsh words in a way anyone would and I did in fact apologize for my language because it was out of character for me and I thought that ***** might apologize as well and we could put this behind us. However, that did not happen. I will go ahead and keep the furniture but I will also let everyone I know be aware of this company and their poor customer service. I don't feel it was fair that we could not cancel/return furniture that we did not have and were unhappy with. I will take this as a lesson learned......not to ever shop at Dunham's Furniture again.
I understand that the customer was treated poorly in our Bangor store. I sincerely apologize from the bottom of my heart for this. This is not a habit we've made in the 21 years we've been in business. I can completely understand that ***** can be a **** (he even fired me once and I'm his daughter-in law) but his actions should not and do not reflect on how we treat customers on a daily basis. We do try to get the correct information to customers but unfortunately we are not always given correct information from our manufacturers. When we give delivery dates to customers for special ordered merchandise, such as 6-8 weeks, it is an approximation not a guaranteed time frame. We don't have a policy that states if we (the store) haven't received ordered furniture by XYZ date the customer will get their money back. We couldn't stay in business that way. We order the furniture and have to wait for it to come in, just like the customer does.
Thank you, ******, for your response. I appreciate that you understand how we felt dealing with *****. I figured we wouldn't receive an apology from him but I do thank you for your time and response.