Thomasville Complaint - Thomasville Brand Decline
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 accross 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 aggresive 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.