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:07/24/2025

  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.

  Im filing a complaint regarding a damaged 3-piece living room set purchased from The Dump in July 2020. During delivery, the white glove team forced the couch through our front doorway, breaking the arm of the sofa. This was reported immediately but never properly repaired. We also purchased full warranty coverage, expecting full support in situations like this, but its hard not to feel that they are intentionally dragging this out until the warranty expires.I contacted customer support on 7/16/25 and again on 7/22/25 to resolve this issue. June 2025, I was offered a replacement of the damaged love seat recliner, but at a cost of over $500, which I was told is due to inflation. This does not feel fair, as the damage occurred at the time of delivery and was caused by The Dumps delivery teamnot through normal use. We should not be expected to cover increased costs tied to a problem we didnt cause.Further, replacing just the damaged piece nearly five years later would result in a visibly mismatched set, due to fading and fabric aging. This would significantly reduce the aesthetic and resale value of our original purchase. Since we bought the pieces as a matching set, I believe its only reasonable to request a full set replacement.Were simply asking for a fair outcome: a full, matching replacement set at no additional cost. I hope this can be resolved quickly and respectfully.

  Business Response

  Date: 07/25/2025

  We regret that Ms. ***** has experienced issues with her merchandise. At the time of the original delivery, no concerns were reported to our company. For your reference, please see the attached photos from her original delivery.
  In 2022, Ms. ***** filed a claim under her protection plan. As outlined in our policy, we provide service coverage during the first year after purchase. Beyond that period, service is handled through the protection plan provider, ProtectAll/GBS.
  According to the terms of her agreement with ProtectAll/GBS, the customer may select a replacement item of equal or lesser value to the damaged piece. Please note that only the damaged item is eligible for replacement; we are unable to replace or service undamaged matching pieces.
  Additionally, merchandise pricing is subject to change over time, and we cannot guarantee 2020 pricing on current inventory. Therefore, we are unable to authorize a full replacement of all items originally purchased by Ms. ****************** as a gesture of goodwill, we are pleased to offer complimentary local delivery should Ms. ***** choose to proceed with a replacement recliner and pay any difference in pricing.
  Please let us know how she would like to proceed.

  Customer Answer

  Date: 07/25/2025

   
  Complaint: 23650708
  
  I am rejecting this response because: the images that The Dump attached was the wrong item. Both of the photos are of the oversized recliner. The issue is with our loveseat that has a center console, which we did notify The Dump initially the day after because the delivery was done so late at night. Also the date they are referring to in incorrect, my records show it was 2021. If you cannot replace the set, I understand. However, the only reason we are asking for the the loveseat to be replaced is solely because of damages done by the delivery team. The delivery team should have known that these couches come apart for easy moveability, which would have prevented this whole issue. Since the damage was not caused by the customer, we believe it is only right to have this couch replaced with no out of pocket expense. 
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 07/28/2025

  Thank you for the opportunity to respond.

  We are sorry to hear of the customer's dissatisfaction; however, we must respectfully decline their request to replace the sofa. The delivery of this furniture occurred nearly five years ago, and at that time, there were no damages reported to our company regarding the sofa or any part of the order.
  On July 14, 2025, the customer contacted us about a warranty claim that had been approved through their third-party protection plan by GBS/ProtectAll, for the loveseat only. Their initial concern, as stated in writing, was not related to delivery damage, but rather the likelihood that the replacement piece would not match the remaining pieces due to the age of the original set. Their exact words were:

  "Hi, I'm reaching out in regards to our warranty claim. After some careful consideration, I'd like to discuss the option of replacing all 3 pieces. My huge concern here is that it's been 5 years and the fabric is not going to match if I only replace 1 out of 3 couches."

  When we explained that the protection plan does not guarantee fabric match and covers only the approved item (in this case, the loveseat), the customer then raised a new and previously unmentioned claimthat the sofa they have been using was damaged during delivery nearly five years ago.
  We have no record of any such claim, and no communication from the customer at the time of delivery, or at any point in the intervening years, regarding damage to the sofa. The protection plan claim was reviewed and approved based solely on the damage to the loveseat, as per their terms and conditions. It does not entitle the customer to replacement of items not included in the approved claim, nor does it override our delivery documentation or policies.
  Accordingly, we will be honoring the protection plans approved replacement of the loveseat only, and the replacement will be processed at today's retail price, in accordance with the policy.   The customer does not have to use the credit to purchase another loveseat, nor do they surrender the original loveseat.

  We consider this matter resolved.

  Thank you.

  Customer Answer

  Date: 07/28/2025

   
  Complaint: 23650708
  
  I am rejecting this response because: Again the information provided by whoever is responding on behalf of the dump is not accurate.

  The idea of replacing all 3 pieces of the set was brought on by ****** who is a manager at the local store. Just like everyone else within the organization of The Dump, we got the same treatment of "Let me look into this, and I will call you back" Also organizations that generally care about the customer that purchase something from them look to make things right.

  The day after the delivery was made, a call was made to the store in ************ where we purchased the furniture from. We thought we were filing a report regarding the so called White Glove delivery team nearing busting our door frame by shoving the loveseat through it without any care. At that time, just like every time, we got the Let me look into it and we will call you back. Never heard a word. 

  When the repair person came out in 2022, They noticed the damage, commented on it. Ordered parts, came out and did work and told us he put it in his report regarding the damage. Again that seemingly did not happen. 

  There is a running pattern here with how the organization of the Dump treats their customers. The complaint has always been the same on our side regarding the same piece of furniture. It is very apparent why this organization is not an accredited business. 

  I can easily provide screenshots of text threads, email threads, receipts and other things. It is not much due to as it has been said before, it is generally one sided conversations of us reaching out for assistance and receiving no response. Replacing all 3 pieces of the set would rectify the absolute atrocious customer service we have received from this organization. As stated in the previous response we understand if only the Love seat is replaced but we feel it is not justified for us as the customer to have to pay even more money for an exact replacement over an inflated price in which we as consumers have no control over. 

  I look forward to the response/non-response and other false information that will be provided by the Dump that would make this issue escalate even further instead of finding a way to just take care of a customer.

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

• Initial Complaint

  Date:05/27/2025

  Type:Product 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.

  Defective electric recliner

  Business Response

  Date: 06/10/2025

  We sincerely apologize for the delay in getting the customers part delivered. The part had to be sourced from our overseas factory, which extended the shipping timeline.
  Were pleased to inform you that the part has now arrived and has been shipped to the customer. You can track the delivery using the following *** tracking number: 1Z2811400374786505.
  As soon as the customer confirms that the part has been received, we will promptly schedule a technician to complete the installation.
  Thank you for your patience, and please let us know if you have any questions.

  Customer Answer

  Date: 06/13/2025

   
  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.
  
  Sincerely,
  
  ***** **********

• Initial Complaint

  Date:04/15/2025

  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.

  Purchased a $200 area rug on April 12 and Returned April 15. The Dump in ******** Va charged me a $40 restocking fee. This was not explained before I purchased the rug. Would have considered not purchasing the rug at all, if it was going to cost me $40 to try it out in my home.Rug returned in excellent condition. Deceitful practice.

• Initial Complaint

  Date:03/10/2025

  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.

  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