CANONSBURG, PENNSYLVANIA -- My husband and I ordered a lovely Stickley leather sofa and 2 upholstered custom made HickoryCraft chairs. The chairs arrived after a 10 week wait along with the sofa. The chairs were not the chairs I ordered. I called the store and was told my sales clerk was with a customer. When she finally called me back, her response was "how did you get the wrong chairs?" Really??? How would I know, I didn't place the order. She then proceeded to evade the issue and then she came to the conclusion that the factory made the mistake and made the incorrect chairs. Then she placed an order for the wrong chairs the 2nd time.
After waiting 5 weeks for what I thought were the correct chairs, I got a call from the sales clerk at Thomasville Furniture and she said that the chairs I want were no longer available. Then she called back again and said that she spoke to the owner of the Thomasville store and the owner suggested that I "re-select" another set of chairs. This would certainly result in costing me more money and I quickly pointed that out to my sales clerk and also pointed out to her that what the owner was suggesting in me "reselecting new chairs" was not of concern to me. I then hung up the phone.
And a few minutes later, my sales clerk called again. This time she said she found another chair that is practically identical to the chair I wanted and would cut me a really good deal on 2 chairs. I told her I would be in the store shortly to look at the chairs. When I got there, she produced a 2 inch black and white picture of the chair that she printed on line. At this point I was so pissed off, I just demanded my money back.
Five days later, I still haven't received my money back. I called the store and was told to call the warehouse because they issue checks. I called the warehouse and spoke to **, and he said he would issue my check as soon as the check I sent would clear. I told him this furniture transaction was put on a credit card 7 weeks ago. So they already had their money paid in full.
He then proceeded to tell me when they get the chairs back that were a mistake in the first place, he would then issue my check. He then told me that they the company would have eat the cost of the chairs. I told him that is not my problem since they were the ones who made the mistake in the first place. Do not deal with these people. I understand that people make mistakes, but to go out of their way to hide it and then make the customer feel like they need to fix the problem and just spend more money in their store because of their own stupidity. Customer service is not an issue for these people.
PRINCETON, NJ -- I ordered a very expensive dining room set. Upon delivery they slammed all the furniture around. Glass doors slammed. Table etc. after they left I noticed discoloration and scratches on the corner of the table. I had looked all over it but I overlooked it! I called sales at the store. The creepy sales man referred me to their distribution center. He warned me to run after them and relate what happened. Excuse me, but I just spent $$$ at your store. But I did call 2 x and did not receive a call back.
The following day I handed this problem to my husband who again left a message - no call back. He then called the sales associate. Who called the delivery warehouse and asked us for pictures. We sent them. A week later nothing... no reply. So my husband called again and they argued with him it's our fault!! I am fuming. So again my husband called three times the sales representative - still no reply. This isn't over. I want them to take the whole thing back or send a brand new table. I have never been treated so disrespectfully. Something needs to be done about Thomasville! How are they getting away with ripping the consumer off and shoddy customer service???
My wife and I recently purchased a Felicity Sunlit Cherry Bedroom Suite from Thomasville Furniture. Our Thomasville saleswoman had led us to believe that our Thomasville furniture would be made in North Carolina, but when it was delivered we discovered that it was all made in China. Thomasville had built its reputation on delivering high quality American-made furniture from North Carolina -- but it appears that those days are now long gone.
The fit & finish of our Thomasville made-in-China furniture was poor. There's really no other way to describe it. Our bedroom suite has a total of 28 drawers. Many drawers weren't centered in their openings; some drawers were recessed in too far, and other drawers extended out too far. After 2 visits from Thomasville's repair people, we still have: 8 drawers not centered in their openings; 13 that extend out too far; and 7 that are recessed in too far. Thomasville's repair people told us that our remaining problems were non-repairable. So I guess we'll just have to learn to live with this poor quality.
When we purchased our furniture, we specifically asked our Thomasville saleswoman what kind of wood was used in its construction. She told us it was "entirely cherry". When we later asked Thomasville's repair people that same question, they looked at our furniture and readily identified over 5 different species of wood -- just one was cherry, and at least 2 were obscure, unidentifiable Chinese hardwoods. What we actually received was quite different from what we paid for. When we brought this to the attention of the management of our Thomasville dealer, they completely ignored our complaint.
At first glance, Thomasville's construction quality appeared to us to be quite good (i.e., dovetail drawers, etc.). But in places where it wouldn't be quite as obvious to a customer, some of the furniture's joints are held together with staples. That doesn't instill much confidence that the furniture will last for more than a few years. We would have expected to find that kind of cheap construction in bedroom suites that cost under $1,500 -- but not in a Thomasville bedroom suite that cost us over $5,000!
My wife's dresser arrived with a large 10" circular hole in the back of the cabinet. Rather than repairing this damage "before" the furniture was shipped, Thomasville's factory instead tried to conceal the damage by screwing a large Masonite panel over the hole. While Thomasville repaired the damaged back panel "after" we discovered it, the point is that Thomasville deliberately shipped severely damaged furniture to a customer with the hope that the damage would never be discovered. That's not what one would expect from a quality "world class" furniture brand.
Thomasville's furniture is shipped with a Chinese "plasticized" finish. In our experience, it attracts dust like a magnet and unlike a quality lacquered or varnished finish it's relatively soft and easily damaged. According to Thomasville's "printed furniture care instructions" my wife and I are not supposed to allow synthetics, rubber, or plastics to rest on the wood finish as they may damage the finish. That, of course, prohibits placing most lamps, clocks, radios, TVs, pens, etc. on top of your Thomasville furniture unless you first modify the bottoms of those products.
Everything at Thomasville seems to now be focused on charging its customers as much as possible, while at the same time cutting its costs as much possible. Even the screws that hold the knobs to the drawers have been cost-cut. Rather than extending the screws into the knobs by at least 3/8", they just barely touch the knob. The cost savings across an entire bedroom set has to be less than a dollar -- and yet amazingly Thomasville still went for it.
After contacting our local Thomasville dealer several times about many of these problems and receiving no satisfaction, my wife and I wrote to Ed Teplitz, president of Thomasville Furniture Industries -- and also to Ralph Scozzafava, CEO of Furniture Brands International. Furniture Brands International owns Thomasville, along with Broyhill, Lane, Drexel Heritage, Henredon, and Maitland-Smith. Neither of them ever responded to us. That pretty much sums-up our Thomasville customer satisfaction experience.
ROCKVILLE, MARYLAND -- My in-laws purchased Thomasville throughout their marriage. So, we bought two couches, 4 tables and 2 upholstered pieces from a very new Thomasville outlet in Rockville, Maryland. All had problems. The tables arrived first. First thing I noticed was the 'made in China' badges. Then I noticed the VERY heavy finish. Upon further inspection I noticed that the heaviness of the finish was used to cover up imperfections in the machining of the wood beneath. Further, a large portion of the structural woods were fiberboards. There were large drips on the base of one of the pieces.
I called the representative and registered my dismay that the Brand is a town in NC and getting Chinese built products was a disappointment, but that it was more the quality of those products IN CONJUNCTION with the made in China badge that really got me. They took the drippy table back and assured me that the rest of the order would be made in NC including a pending curtain order. Then the upholstered products showed up. One was fine. The other two were covered with a fine/modern plaid. The lines on the front of the chairs were not straight (it had been done fine in the back). These pieces came from NC.
Then the leather couches came. These came from China, despite their promised origin. The leather smelled chemical and within 2 hours everyone in the house had a headache. Upon inspection I noted that the leather had been tanned using formaldehyde. This is a carcinogen that is not new to the tanning process, but is being phased out in many countries due to the health hazard to the workers in the factories tanning the leather and assembling the furniture. If the tanning is executed properly, the formaldehyde should not outgas.
Ours was horrible and our sofas are sitting on the porch. Further the dust cover on on the bottom of one of the sofas was ripped and 2 of the legs were loose. The leather and its finish are so delicate that merely running a fingernail across it scratch the surface. The piping is not straight and there are many loose threads. Interestingly, these couches were purchased to replace 7 year old Ikea leather sofas. 4 kids (including 3 teens) have beaten on these couches and the leather remains unscratched. We paid less than half the price and the sofas were bought from stock.
The curtains we ordered (before receiving any of the local case goods) originally had a $5k price and before the order was finalized were over $10k. Fabric upcharges (30%), measurement upcharges (15%), design upcharges.... I cancelled the order and am now fighting to get my deposit back. There has been no work completed on the curtains, but the sales and management personnel are hanging onto the deposit as though they were going to be stuck with the goods. Unethical, aggressive, dishonest, disingenuous. We may wind up in court.
With over 20 years in industry in strategy, sales and marketing I can only say that the Thomasville Brand is on a dangerous course. Built up over decades, the Furniture Brands guys are driving the brand from 'mid-high price with quality to match to Mid to high price with aggressive sales people & terms and low-end quality. I squarely lay this tragedy on the leadership of the corporation. Take a look at the financials and the writing is already on the wall. 75 years of brand equity will be gone in 5.
MIAMI, FLORIDA -- WORSE, OVERPRICED FURNITURE WE'VE EVER BOUGHT!, 2013. "The GUARDSMAN 'protection' policy Thomasville offers (which we paid for) is worthless! Thomasville, please tell your customers the real time your delivery will take. We assume extreme delay on your delivery is due to the company's 'outsourcing.' We also assume the very poor quality of the furniture is AGAIN due to Thomasville 'outsourcing' and if that's the case.... Thomasville's prices should be A LOT LOWER, to represent the current Thomasville product 'quality.'
This is the first time we have ever purchased ANYTHING from Thomasville and it will be the last. Very simple... We purchased 2 chairs (costing in excess of $3000.00) from Thomasville in Dadeland, (Miami) Florida. Delivery took double the time and BOTH chairs broke within the first 6 months of arrival. GUARDSMAN (their protection policy) AND Thomasville have done absolutely nothing and my husband and I currently sit on 3K sinkholes! We will post this consumer review everywhere we can to warn other consumers.
We bought a lot (over $30,000) worth of furniture from Thomasville FL. They said that the furniture would arrive within 30 days. That never happened. We called and called to follow up, their answer was "we will deliver it when it is ready." We tried to cancel but couldn't because they made us sign that delivery date is an estimate and that we must accept the furniture. 6 month later the furniture came missing parts, damaged, and with lots of scratches. We said "we don't want the damaged parts." They said "you can't." They sent a guy with a spray paint bottle to fix it. We couldn't believe this was happening. You will get screwed if you buy from Thomasville.
NEWPORT NEWS, VIRGINIA -- I purchased over $6500 worth of furniture in November of 2007. Upon delivery our product was short 8 screws, but was told that they would put the screws in the mail for me. Since I did not receive the screws in the mail I drove to the Newport News store (where original purchase was made) and spoke to several employees one being the store manager. I was assured that they would order the screws and mail them directly to me.
Two weeks later, I still had not received the screws and called to speak with the office manager. She told me that the screws were there and I asked her to please mail them to me that same day, she had my address and assured me that it would be done that day. Again a week later no screws, I called and spoke with office manager she said the screws were mailed out "yesterday". No apology was even initially offered at the least.
I fully do not expect to receive the screws ever. Not one employee will take accountability for my incomplete product, but their whole tone is what is hard to swallow. I got the impression that I was just a thorn in their side and they would say or do whatever it would take to just get rid of me. This store's employees has also told me untruthful things, I would never purchase anything from this store again. Be warned: Poor customer service at the Newport News store is what you can expect.
NEWPORT NEWS, VIRGINIA -- I am highly dissatisfied with this store. Not only have the employees been untruthful, unresponsive, and difficult to deal with, they have made many errors. They ordered wrong items that I did not purchase, told me that my furniture was made of items that it was not, and told me that items were covered by insurance that were not. They have overcharged me for items and made many billing errors. In addition, many of the items that I received were damaged and poor quality.
Overall, what was supposed to be a pleasant experience buying furniture has turned into many calls to this store, regional managers, corporate offices, Better Business Bureau, and finally legal counsel. I cannot warn other consumers enough about this store.
110 EAST ALLUVIAL AVE FRESNO CA -- Our Thomasville saleswoman had led us to believe that our Thomasville chairs would be made just like quality samples they had displayed at Fresno Store. Customer service was good before delivery, and terrible after delivery. The chairs we paid over $2,000 for were not made the same way. After several attempts to repair, the chairs look even worse than before with crooked seams and poor workmanship. The owner refuses to repair by someone other than the tailor who had tried unsuccessfully several times, and he refuses to replace the chairs. I will not ever buy and don't recommend to anyone else to purchase from the Thomasville store in Fresno, California.
Anyone looking to purchase furniture should completely avoid Thomasville furniture stores and products. Horrible customer service, poor quality and nothing but excuses. We made the mistake of buying from them and 1 year later issues still not resolved.
My daughter got this for her great room. It's horrible! I thought it looked very cheap, but if that was the only problem, it wouldn't be so bad. They spent a fortune and it is always nasty looking. It seems like there is a film on it that shows every mark. Even after immediately cleaning it looks horrid. I personally think there is a problem with the finish. She has used the recommended cleaners, per their website, and other cleaners. No difference. And it was like that from day one. Thomasville doesn't call back and she has yet to force the issue with Home Depot. So sad. She has three little ones under 2.5 years and no time to make these calls and argue with them.
She just bought some cheap brand of oak laminate from Home Depot for her daughter's room for. 99 cents a foot and it looks great!!! We don't even care for oak, but if that stuff was in the great room, she would be thrilled! Thomasville flooring, in the walnut, sucks. Beyond sucks! DO NOT GET IT!!! I can't speak for the other colors, but because they don't care at all, I would boycott them. I have Bruce wood flooring and have had it for years. I love it. Just as dark as my daughters and NO problems like her!