The Dump Luxe Furniture Outlet — Local services in Irving

Since I am unable to receive a response via email I sent on 7/16/25 & 7/22/25 - Hopefully a review will grab someone's attention from this company.

I’m reaching out regarding a long-standing issue with our 3-piece living room set, purchased from The Dump in July 2020. During delivery, your white glove service team forced one of the pieces through our front doorway, causing damage to the arm of the couch. We reported the issue at the time, but the damage was never properly repaired. We also purchased full warranty coverage for this set with the expectation that any issues would be addressed appropriately.

I appreciate the recent offer to replace the damaged part, but I have several concerns with the proposed solution:

Damage Caused by Delivery Team

The damage was not the result of use or wear and tear; it occurred during delivery. Because this was caused by The Dump’s contracted delivery team, the responsibility for resolving it fully lies with your company.

Inflation Costs Should Not Be Passed to the Customer

I’ve been told the cost to replace the damaged item is now over $500 due to inflation. However, this doesn’t feel appropriate, as the damage occurred nearly five years ago and was not the result of anything on our end. We should not be asked to absorb that cost for an issue caused by your team.

Mismatch from Partial Replacement

Replacing just one piece of the three-piece set after almost five years would result in a visibly mismatched set due to natural fading and fabric wear over time. This significantly diminishes the aesthetic and financial value of the original purchase. As the damage was not our fault, and the set was bought and delivered as a matching unit, it is only fair to request that all three pieces be replaced to preserve the integrity of the purchase.

Delayed Resolution Undermines Warranty Value

We paid for full warranty coverage in good faith, with the understanding that issues would be resolved in a timely and complete manner. Given how long this has taken, and that the issue is still unresolved, we’re simply asking for a fair solution that restores the value of what we paid for.

In light of all this, I’m requesting a full replacement of the three-piece set, at no cost. This would fairly resolve the damage caused by your team and honor the original warranty and service agreement we entered into.

I value your willingness to revisit this issue and look forward to a resolution that reflects The Dump’s commitment to customer satisfaction and quality service.

EDIT TO ADD AFTER THEIR RESPONSE: Of course now they want to respond. After a complaint to the BBB and to gaslight me publicly. That's rich. Let’s clear something up: I never changed my reasoning. The original issue was for damage to the loveseat arm caused by your white glove delivery team in 2020. You know, when they shoved the piece through my doorway and broke it. That was noted in the call to your Irving location the day after delivery. If you “have no record” of that, maybe check with your own people instead of blaming the customer. Yes, I now bring up that replacing just one of the three pieces will result in mismatched fabric, because it will. But that doesn’t magically erase the original problem..your team caused the damage. It’s called context, not inconsistency. NOW the...

I like the styles, products and the easy online process. I got my current couch here 4yrs ago. That’s why when it came time to purchase a new bedroom dresser I returned to this store to do so. My experience this time around has left me feeling like I made the worst decision. I ordered my dresser on September 5th, order number 959A240841. It arrived September 17th. Delivery guys were awesome and the dresser looked great on the outside. When it came time that evening to transfer clothes to my new dresser . We noticed the middle drawer when pulled out would wobbly back and forth. Took the drawer out, and immediately saw the cause. Where the T-bar and dresser meet 1) the bar used is too short 2) where the manufacturer drilled the t-bar in -it split the wood. Called The Dump customer care, scheduled a repair tech visit (1st step in trying to get this manufactured defect replaced). Repair Tech from (Furniture Solutions Network) came out on September 29th. Looked at the dresser and informed my husband that the dresser can’t be fixed, that it looks like the manufacturer tried to screw in the bar 3 times and splintered the wood, and that this dresser should’ve never been delivered. My husband and I were like “ok. So what’s next?”. William ( I believe) informed us he would send his notes to the store but that the store may still not replace the piece (oh,great). He let my husband know that it could take 3 days to hear back from the store. Never received a call, so I called The Dump Friday, October 7th. I Let the customer care rep know the situation. She then informed me that the tech had written that he could repair the dresser, it would take two hours, but owners weren’t happy with solution. That because of this note she would need to speak with a manager to sign off on replacing. That is entirely frustrating to hear that the tech from Furniture Solutions Network wrote something COMPLETELY different then what he told us! I let the rep know this and she said “you aren’t the first to say that the tech told you something different and that she still has to talk to a manager”. That’s comforting to know The Dump is aware that the furniture repair tech company they use, lies to their customers. The Dump customer care representative informed me that she couldn’t find a manager because they were all in a meeting (fine) and would call me back once she spoke to one, but that they’d likely not replace the dresser but send a tech back out after they received the order for the parts. I don’t understand how you can repair a WOOD piece that is built into the frame of the front of the dresser, but okay. This happened around 10am, October 7th and shockingly never got a call back. It’s almost been a month since this dresser has been delivered and I still haven’t been able to use the dresser that I...

I want to convey my utmost disappointment and frustration with the abysmal service provided by the furniture store. The experience I had with them regarding the purchase of a living room sofa set was nothing short of a complete disaster. From the moment the item was delivered, it became apparent that the leather was marred with numerous stress marks, indicating a severe lack of quality control. Although the store compensated me with a meager sum, it was merely a feeble attempt to pacify me.

To compound matters, the store's ineptitude became glaringly evident when I attempted to resolve the issues. It took an excruciatingly long one and a half months for them to even assess the problems, thanks to countless reschedules plagued with frivolous excuses. One of the appointments was abruptly canceled because the technician allegedly ran late from a previous appointment, and I was informed about it belatedly the next day. As if that wasn't enough, another appointment was scrapped at the last minute due to the technician mysteriously failing to answer their phone. Such unprofessionalism and disregard for customer time is simply inexcusable.

After enduring this frustrating ordeal, a technician was finally dispatched, only to inform me of the obvious - there was indeed a problem. The remedy? Order a replacement part, which, of course, would require an additional agonizing wait of 2 to 3 weeks. Regrettably, even after the promised timeframe, I am left in the dark, devoid of any updates or progress on the service. This level of negligence and lack of accountability is appalling.

To add insult to injury, my encounter with the store's customer service was an absolute nightmare. Their incompetence and apathy reached new heights. When I sought information regarding the delayed delivery of the replacement part, I was met with indifference and excuses. It has been an excruciatingly frustrating two and half months since the initial notification, and I am still left without a resolution. When I dared to question the purpose of paying extra for warranties and extended warranties, I received a dismissive response, leaving me astounded by their lack of regard for customer concerns.

I implore anyone considering purchasing furniture to steer clear of this appalling establishment. The despicable level of service they provide is a disgrace. My rating for them plummets to an unprecedented 0, reflecting the depths of my dissatisfaction and the urgency for others to avoid the same...