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Thomasville Furniture

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Problems with Thomasville Furniture
Posted by on
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.
     
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jdfan on 2008-03-26:
Sorry to read about your experience with Lane furniture. My husband and I also purchased a Lane bedroom set that is very low quality for the price. We have found the wood shrinking in several areas so that the bare finish is exposed. There's also a crack in the side of our dresser. My husband said it's probably from the wood drying out and shrinking. And, like you wrote, the finish is cheap and scratches very easily and the way dust just clings to the finish is horrible. Lane might have been a good furniture manufacturer years ago, but since most of it is made in China now (hard to find any that isn't), the bottom line now is company profit vs. quality. I should won't be buying any more furniture from them nor recommending them to anyone. Good luck with your's!
Thomasville Customer on 2008-03-27:
Actually, my comments were about Thomasville furniture. That said, I'm sure that the same Chinese factory(s) that produce the Thomasville furniture also produce furniture for other brands as well.
Atlanta Customer on 2009-10-18:
I had the exact same experience with Thomasville. I purchased 6 King Street chairs and the matching dining table and have had it less than a year. All made in China, not NC, and the finish on the table is easily scratched and has started to crack on the seams...which was noticeable within the week it was delivered. No matter how much I care for it, polish it, pad things before placing them on it...it still shows marks of where things have been placed, has a white cast to it (it's mahogany supposedly), and just does not look like a piece of furniture that would cost me thousands of dollars like it did. I contacted the Thomasville dealer here in Atlanta repeatedly regarding the seam cracks that you can see across the room and was told repeatedly that they would have someone to call me back, which they never did, and that my sales rep was no longer with the company and could not help me. To make matters worse, a few weeks ago, I was dusting the chairs and tilted one over to see that the stain and varnish was not finished on the chair. The top of the chair had only the surface you could see finished and the underside of it, which should be finished and would normally be even with the cheapest of furniture, was raw, untreated wood. I will be sending photos and a letter to Thomasville and to the Better Business Bureau if they do not reply. This is entirely unacceptable.
Jay on 2013-04-06:
We have also similar story about dinning room set. You should try to be organized.
Can we try to contact a lawyer and get all our money back? Do you all know a good lawyer?
Marc on 2013-05-30:
No trouble here with Thomasville.
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Horrible Quality, Overpriced Furniture!
Posted by on
Rating: 1/51
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 worn other consumers.
     
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ok4now on 2013-04-20:
Excellent post. I recently went shopping at Thomasville for a formal dining room set. When I saw the prices I almost went into cardiac arrest. Upon closer inspection the quality was not great and it's made in Asia. I'll shop at Ashley if I want to get ripped off, at least their prices are cheaper.
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Thomasville Brand Decline
Posted by on
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 fiberboars. There were large drips on the base of one of the pieces.

I called the representative and registerred my dismay that the Brand is a town in NC and getting Chinese built products was a disappointment, but that it was more the qualiyt 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 strait (it had benn 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 formadlehyde. 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 assmbling the furniture. If the tanning is executed properly, the formaldehyde should not outgass. Our was horrible and our sofas are sitting on the porch. Further the dust coveron 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 lo-qual 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. Inethical, 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 qualtiy. 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.
     
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dan gordon on 2010-03-06:
since you give very little info may I ask from which website you ordered all this furniture? You never mention a dealer so obviously saving $$ was your top priority, or did you just use your local dealer as a library then went online to save some money? Saving money is good but you obviously have little recourse now that you are unhappy
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Thomasville will screw you
Posted by on
We bought a lot (over $30,000) worth of furniture from Thomasville FL. They said Tthat 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.
     
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Venice09 on 2011-07-10:
That's disappointing. I still have a Thomasville bedroom set that was purchased forty years ago, and it's still in good shape. It can sometimes take quite a while to get quality furniture, but the delivery date shouldn't be indefinite.

Did you let the guy with the paint work on the scratches? My daughter's bedroom set (Ethan Allen) had a rough spot on the headboard. A tech came to the house and worked magic. It's amazing what they can do. But that was just one bad spot. I wouldn't have been too pleased if there was a lot of damage and scratches.

If you paid with a credit card, you could dispute the charge. Maybe that will encourage Thomasville to change their mind about making it right.
trmn8r on 2011-07-10:
This is disappointing. As the previous reply states, quality furniture can take a while, but 6 months seems excessive.

How many pieces of furniture did you buy, and how many were damaged? Initial cosmetic defects are often handled as repairs if they are minor - which admittedly sounds strange because the furniture is brand new.

I hope you come to appreciate and enjoy your furniture, and this rough experience melts away in time.
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Bad Service
Posted by on
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.
     
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Sarah May on 2008-01-08:
Go to the store and don't leave without your screws. Pull up a chair (they should have one there) and tell a manager you're not leaving without your screws. Bring a bagged lunch so they know you mean business.
At least, that's why I'd do.
(Good luck with this.)
Anonymous on 2008-01-08:
"Many" years ago I did that over a carburetor at Pep-Boys (outside), plus I was telling the customers that the store ripped me off. Got my money back.
Nohandle on 2008-01-08:
Do they perchance have a display of the product on the showroom floor? If so, just tell them you'll take the screws from that furniture. I purchased two windows of lined draperies from a department store. When I received my order one side was short the tiebacks. I simply went to the store, told them I didn't want to wait on a reorder and requested the tiebacks on display. They gave them to me. If that won't work, pack a lunch as Sarah suggests.
SuffolkVAshopper on 2008-01-09:
Thanks to all who responded. I have already gone to the store and requested the screws from the floor model, but they did not have the right size screws on the floor model. That tells me someone else must have encountered the same problem. Quite honestly, I am tired of driving nearly 50 miles roundtrip to deal with these incompetent rude people. It annoys me that I paid for a service and product once already, why do I have to waste gas and time to try to get these people to just get me my stuff. Someone suggested that if I don't get the screws by Friday to call the local news. They question companys who do shoddy work or don't provide the service promised to the consumer. We'll see.
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Poor Customer Service
Posted by on
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.
     
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Thomasville Flooring very poor quality
Posted by on
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!
     
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dan gordon on 2009-07-27:
I sold hardwoods for yrs (Bruce). If it engineered wood and the problem is a gloss finish, then perhaps she would be willing to change to a matte finish which should show less. She would have to screen and recoat but its not expensive perhaps $1.50-2.00 per SF
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Identity Theft
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PRINCETON, NEW JERSEY -- I recently purchased furniture at Thomasville and opted for the free financing option. I completed a paper application and was approved instantly. I then asked that my social security number be removed from the application. I was told this was not possible and there has never been a problem. I followed up with the manager who again assured me that only certain employees have a key to the cabinet and there has never been a problem. That they must keep my paper application on file for 5 years in case the credit card company has a problem. I explained the credit card company already has my information, if there is a problem, they can contact me. Manager kept insisting there has never been a problem.

In this era of identify theft, I am astonished that not only can I not get my number removed from a paper application, I have assurances from the manager, that there has never been a problem and only certain employees have "a key". Basically, the manager assured me that until there is a problem, nothing will change.

So just so you know anyone with access to this file cabinet has access to many customer's social security numbers. If anyone has applied for credit through a Thomasville store, your social security number is there for the taking.
     
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*Brenda* on 2008-08-28:
Your title is very misleading. Nobody stole your identity.
Anonymous on 2008-08-28:
When I lived in Montana, our SSN's were our DL numbers. Crazy
eballermom23 on 2008-08-28:
First off, Brenda you need facts to back up the statement you just made. Second, what Thomasville told you about keeping your records on file for 5 years isn't true. They should mail your application directly to the credit card company and they will keep on file.
Anonymous on 2008-08-28:
*Brenda* is right -- There was no identity theft. Indeed a very misleading title.
*Brenda* on 2008-08-28:
Huh eballer? What are you talking about? My statement is backed up by the review the OP posted.
tnchuck100 on 2008-08-28:
First off, eballermom23, *Brenda* did not make a statement the needs additional facts to back it up. Second, *Brenda IS right. Third, you are the one who needs facts to back up YOUR statements. You are, in effect, saying msrookie is lying about what she was told by the Thomasville manager.
madconsumer on 2008-08-28:
why not go home and apply online?
tnchuck100 on 2008-08-28:
Putting your social security number out on the internet is even riskier than what she is concerned about here.
madconsumer on 2008-08-28:
not if you ar esure you are on a secured server. any web page displaying https:// is a secure server. never enter your personal info on a server that displays http://.
Mario The Great on 2008-08-28:
Why is it that everyone is concerned about identity theft? Do you know ANYONE who has had their identity stolen? Do products such as LifeLock really work? (No, the guy actually had his identity stolen) Are we really at risk? Since when did we actually start caring about ssan's and better yet, expiration dates? Just my 3 cents worth. I think we've really become a paranoid society.
MSCANTBEWRONG on 2008-08-28:
I actually know someone who had their identity stolen and it took a very long time to get everything straightened out. I think the paranoia comes from the excessive amounts of info being stolen from banks, retail stores, etc...maybe we should resort to the old days where people buried their money in the backyard or stuffed it in their mattress...LOL :)
Anonymous on 2008-08-28:
Brenda is right. There is no identity theft here. The title of this post is not accurate.

If the OP was that concerned about having their identity stolen by an employee at the store, they should not have applied for the credit. Problem solved.
eballermom23 on 2008-08-29:
Don't hate Brenda! You must work at Thomasville. I never said she was lying, I said Thomasville lied to her. You need to read more carefully. Again, there is no need to keep credit aps. on file. I agree, if she was concerned about identity theft, she never should have applied.
chris513 on 2008-08-29:
ahh, the ol' "You must work for *insert company in complaint here*" line...one of my all time faves....
thensider on 2008-08-29:
Sheesh, Brenda didn't even say who was right or who was wrong, all she said was that the OPS identity had not, in fact, been stolen.
And eballer, I never heard of Thomasville, but I did work at Best Buy and we DID have to keep applications on file, in the store, in addition to sending a copy to the bank
Anonymous on 2008-08-29:
I think eballer was referring to the OP, "msrookie," now that I read his/her comments again.
thensider on 2008-08-29:
so eballer thinks Brenda is the OP?
Anonymous on 2008-08-29:
I think so... if you read eballer's 1st comment s/he says "First off, Brenda you need facts to back up the statement you just made. Second, what Thomasville told you about keeping your records on file for 5 years isn't true."....hence why I think s/he was actually referring to the OP and mistakenly typed Brenda.
eballermom23 on 2008-08-29:
Thanks justcuz, you are correct. The whole point of my original comment was that Brenda has no facts that Thomasville or anyone else has not stolen this person's idenity. How can she make such a statement.
Anonymous on 2008-08-29:
I think we all assumed from this post (I know.. assuming is bad) that the OP is not actually a victim of identity theft, but that there was potential for identity theft because the applications are locked up in a file cabinet within the store and that did not appear to be the safest, most secure or smartest place for them to be kept. If there is in fact identity theft I would like to hear back from the OP to see how Thomasville handled the breach of security. Who had access to the keys to the file cabinet, how they notified the customers of the breach, were there any arrests and so on.
Anonymous on 2008-08-29:
OK now I'm confused...I guess eballer was referring to Brenda all along. From now on I'm keeping my assumptions to myself!

And I agree with John's last comment.
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Warning!
Posted by on
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.
     
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SuffolkVAshopper on 2008-01-08:
I also have had an ongoing issue with the Newport News store. I agree with everything you stated. I am still waiting for parts to show up, that just about every employee has assured me they will send. (yeah right). I am checking to see if they are registered with the BBB.
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