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User Reviews

Thomasville Furniture

User Rating 1 out of 5
1 out of 5 1 out of 5
Bad quality, bad customer serviceMay 18, 2013 By unhappycustomer1
We are extremely dissatisfied with our recent purchases from Thomasville of Augora Hills, CA both with the quality of the products and the post-sales customer service. It is appalling to me that after having spent over $11,000 on products that seem to be of good quality in the showroom but are of inferior quality with poor craftsmanship when delivered to your home. And when you call the store salesperson, who has now made her commission on the sale, you get told in the most unfriendly and unprofessional way that it is customer service who has to deal with the issue. Customer Services solution to all the problems is to have a sub-contractor come to your house to take pictures or quick fix your brand new “custom made” furniture. Off the 6 pieces of furniture, I have had issues with three of them. Our Ernest Hemingway accent table is not similar to the one that we saw in store and is imperfect on the table top. Thomasville’s solution…send the contractor to take pictures of the table, tell me nothing can be done or else exchange my brand new table with the floor model that has been, as per the customer service person, ”on the shop floor for 4-5 years”! Our $1400 per chair leather recliner came with a manufacturing defect that made the leather rub against a bolt and scar the leather. Once again, the same contractor comes to rip out the leather from a new chair, tighten it further so that it does not rub and use a leather polish to hide the scar. The final and most recent issue is our dining table and chairs. They arrive on April 26, 2013, almost 5 months after the order was placed. I refused accepting the delivery as the top of the pedestal of the dining table was cracked all around the rim with a chip around where they tried to put a screw in. Again, poor craftsmanship and what reflects poor customer service and lacks any quality control is that they sent the table to me, the customer, in that condition! An email to the President prompted a swift response and a call from CS who, at another customers expense, was to send me a replacement table. 18 days later, there are no calls and there is no table. If I had read reviews online before I spent so much money with them, I would have never bought furniture from them. Beware before you spend your money on extremely expensive, non-US made, poor quality furniture especially if you are in a hurry to set up your home.
10 of 11 people found this review helpful.
1 out of 5 1 out of 5
$4000 entertainment centerApril 18, 2013 By EddieC23
Purchased an entertainment center for over $4000 and when it came in ten weeks later it was defective. After waiting four weeks to get a response from Thomasville customer service a repairman came out to assess the furniture. It was determined that the furniture could be repaired w/out a problem by replacing two common parts. Unfortunately it took another three weeks for Thomasville customer service to respond to my emails to let me know that the parts would take another 4-6 weeks to come in. It is evident that Thomasville just cares about getting their money and not making thier customers happy. I'm extremely disappointed and would not purchase another piece of furniture from them again based on their customer service. If I could have rated Thomasville less than one star in this reveiw I would have.
4 of 5 people found this review helpful.
2 out of 5 2 out of 5
Made in China, takes months to be deliveredApril 13, 2013 By cholcomb77
We ordered a Henredon couch from Thomasville Furniture in November 2012, paying the full amount up front as required. It is April 2013 and the couch has yet to arrive. We later learned this is because the couch is being made in China, something they don't tell you unless you ask. We finally demanded a loaner couch and a discount which we received. I am happy with the quality of the leather couch (the loaner at least) but I am very unhappy with a) the fact the couch was being made in China was never mentioned and b) how much longer this is taking than we were told originally. I would only recommend them if you are in ABSOLUTELY NO HURRY to receive your furniture. I would also recommend trying to buy local if possible.
1 of 1 people found this review helpful.
1 out of 5 1 out of 5
They do not care after you purchaseApril 04, 2013 By Aatala
They do not provide any reasonable estimates for delivery. If they encounter a problem they blame it on fabric and do not provide any support to resolve the problem. Their 800 customer support number is worthless. The customer support reps can actually obtain all of the info you need but they are under strict rules to not provide information. Everyone at Thomasville works very hard to avoid helping you. Look elsewhere I am sure other companies care about your business and are trying to get your repeat business. Thomasville is not one of them.
1 of 1 people found this review helpful.
1 out of 5 1 out of 5
Terrible furniture with horrible customer serviceApril 03, 2013 By ElizabethMarie729
My husband and I purchased a Thomasville couch, over sized chair, and an ottoman one year ago from Howell's furniture.The cost of the furniture was approximately five thousand dollars. The couch PLASTIC spring clips broke after one year and they damaged our laminate floors. After two months Howell's furniture worked with Thomasville to fix our couch. Thomasville 's solution to fixing our sofa was to put another set of PLASTIC clips on our couch. Needless to say, we refused to allow our sofa to be fixed with the same clips that broke after one year.. After two months, Howell's sent our couch off to a private shop in Louisiana to have it repaired!. After much hassle and a long period of time the sofa is now back in our home !. Problem now is we have been unsuccessful in getting Thomasville to fix our damaged floor after three months. We have tried to communicate with Thomasville for resolution and we are getting NO WHERE,. Howell's washed their hands off it and told us we would have to go through Thomasville. No such luck, Thomasville has horrible customer service. I advise everyone to stay away from Thomasville products. Terrible product and horrible customer service!
0 of 0 people found this review helpful.
1 out of 5 1 out of 5
WORSE, OVERPRICED FURNITURE WE'VE EVER BOUGHT!March 18, 2013 By pupurucha
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 'outsourcing' We also assume the very poor quality of the furniture is AGAIN due to THOMASVILLE 'outsourcing' and if thats the case.... THOMASVILLE'S prices should be A LOT LOWER, to represent the current THOMASVILLE product. This is the first time we have ever purchased ANYTHING from THOMASVILLE and it will be the last. Very simple... we purchased 2 chairs (in excess of $3000.00) from THOMASVILLE in dadeland, florida, delivery took double the time and BOTH chairs broke within the first 6 months of arrival. GUARDSMAN AND THOMASVILLE have done absolutely nothing. We will post this consumer review everywhere we can to worn other consumers.
1 of 2 people found this review helpful.
1 out of 5 1 out of 5
Horrible experience and furnitureFebruary 16, 2013 By brandy888
If you are looking at buying from Thomasville, think twice! Here is the tactic they use, they will assign a consultant to you. The consultant will work with you and then start pressuring you to buy. I ended up spending a lot of money with them. The furniture comes from China. The furniture came in bad shape. I called the manager at the store , called the manager's manager. I bought it last year and still waiting for someone to come in and fix. They keep giving me run around. I will not recommend that anyone buys form them. They are only interested in getting your money.
7 of 10 people found this review helpful.
1 out of 5 1 out of 5
I'd put no stars if they let me.January 30, 2013 By pocho1
Stay away from this branch. I shopped at the Yonkers NY Thomasville store. We purchased a couch and loveseat with tags that promised a luxury down fill in the cushions, and our saleswoman, Linda, explicitly confirmed that promise. But when they arrived 8-10 weeks later we got the lowest grade Chinese foam cushions that felt like concrete. After some hassle, they upgraded -- to slightly less cheap foam. After many more weeks of waiting for a solution, they now say they will upgrade the cushions--for more money. Or we can replace the couches with something else from Thomasville. That's our choice. I don't trust any of their promises at this stage--they'll really tell you anything just to make a sale So I think our only real choice is to use the couches til they wear out--which should be mercifully quick--and go look for real quality elsewhere.
1 of 1 people found this review helpful.
1 out of 5 1 out of 5
The grinch who stole Christmas...December 20, 2012 By gldnlvr
Thomasville Furniture is indeed the grinch who stole Christmas. they have made off with a rather large sum of my very hard earned money. Sadly, this is not the "" American"" company it once was. Thomasville used to be very reputable...no more. Early Sept. I looked up stores on their website...found an authorized store about an hour from my home ( Jàcksonville, fl phillips hwy). No where on the thomasville site did it state that an authorized site was not really Thomasville Furniture-and that by purchasing from an authorized store, well Thomasville does not stand behind any items purchased from authorized dealerships at least that is the response that was sent to me via email. Please note the stores sign in Jàcksonville says Thomasville furniture, as was my credit card charged by Thomasville Furniture. This location is aka as Classic Home Brands. I purchased a dining room table and six chairs. Salesperson Kaye"" told me turn around was 6-8 weeks. Said she would call in a few days to tell me exact delivery date, never heard from her. When I finally got her on the phone I was told delivery would be the end of Oct. That begins my tale with this American company. I have been given a run around and sadly, lied to repeatedly by store manager, Diana. Promised delivery dates come and go.... Thanksgiving rolls around.... No furniture. No customer service... Told "" furniture is in warehouse ready to be shipped"". Geez, maybe I should just go pick t up myself.... Probably still in China. Just shy of four months and I have no furniture, Since this jacksonville fl store practices zero customer service, I have not heard from anyone. Yes indeed, they have my money and I have an empty dining room. Here we are at Christmas, I have contacted Thomasville Furniture corp. how I learned that they do not stand behind Authorized dealerships. I was told what I purchased was not Thomasville Furniture....even though chosen from a Thomasville catalog! I have twice requested full refunds to only be ignored, when I asked for managers supervisor, or store owners contact information store employee refused to give it to me. I have gone to the BBB, no surprise, store management and store owner did and does not respond to complaints. Complaints made with attorney generals office in fl. As did I go to the credit card company. At this point the only way to resolution is a full refund. Buyer Beware, no need to take my word for it, search around the Internet. When things go wrong, This company does nothing to help. Your left with nothing and out a good bit of hard earned $$.
13 of 13 people found this review helpful.
1 out of 5 1 out of 5
Quality no MoreDecember 12, 2012 By wklively
Last year I purchased an office chair from Thomasville that cost over $1,500.00. I wheigh around 250 pounds and I purchased this chair because the sales representative told me it would hold my weight. Within 6 months the springs in the seat started to break. When service came they recommended that the chair be replaced because it was not made with quality metal hooks to hold the springs, instead they had used some form of abs plastic that simply did not hold up. Thomasville agreed to replace the chair with a new one that I subsequently received. I was told that the replacement chair would have the better quality spring holders. However, within 6 months of receiving the second chair, the seat springs also began to break. I then noteiced that the springs continued to be mounted with the inferior plastic clips. Thomasville has now sent that chair back to their factory for repair and I am told it will be at least a month before I get it back. I believe this chair is overpriced because of the lack of quality meterials.
0 of 0 people found this review helpful.
1 out of 5 1 out of 5
dont do itOctober 05, 2012 By Berndelbene
After living with a lovely set of thomasville bedroom furniture for30 years we bought another set......junk....inferior ......poorly put together. It looks good in the showroom but when you get it home and start using it you will be disappointed. The draw of my dresser had to be fixed twice and i have a call into them again. the draw doesnt close and it gets nicks .....just a poorly designed and inferior product
4 of 5 people found this review helpful.
1 out of 5 1 out of 5
Disappointed their serviceAugust 24, 2012 By stevenyeh
We bought a $9500.00 table from their Tustin store. We ordered with gold design. But they deliver a non gold one to us. So We refused. The salesperson called and said they will make sure they will put the gold design on and make sure fix all the detail. Second delivery, we find that the table have white spots and dust in the paint. their sales said just keep it. They will send the service people to fix it. So we did. When service people came. They said if you want to do it right. They have to take it back. ... They took it back. a week later. We called. They said that the service person is on vacation. They want to order a new one for us. It will take 4-6 weeks. ... It is a new table. We paid them in full. Why do we have to take days off for 4 times waiting for delivery? And now we still do not have the table. I speak with the manager Ray. He does not feel sorry for us. He feel they did a lot for us. We should appreciate him. And we can not cancel the order even we waited for 2 month already. He said"" There are no perfect company."" I feel he was not trying to be the perfect company at all.
4 of 5 people found this review helpful.
1 out of 5 1 out of 5
VERY DisappointedJune 28, 2012 By jel30
We purchased the Ascot sofa, loveseat, and chair from the Thomasville store in Tampa, Fl. It was delivered to our home in November, 2011. To begin with we were not sure about it because it was not nearly as comfortable as the one we sat on in the store. However we were told to give it time to ""break-in"". Well, that made sense. However we did not know they meant literally!! Within a few months the cushions were losing their shape and sagging in the middle. Shortly after when sitting down on the loveseat I heard a loud pop. It happened several times and now when you sit on it you feel as though you are going all the way to the floor. Called Thomasville to complain and they sent a repairman out to look at it. He took it apart and found PLASTIC clamps that hold it together had all broken. Springs are coming through the bottom. He said the clamps should be metal. He was going to order new ones and come back. It's been about a month now and we have heard nothing. Called repairman, who by the way was very good and sympathetic to our problem, and was told he placed the order with Thomasville and has heard nothing. Called Thomasville and they are ""checking"" on it. In the meantime we are now hearing popping noises on the couch - just waiting for springs to start falling through it too. By the way, our household consists of one 85 year old lady and two retired ladies. No children jumping on and off the furniture and no heavy men plopping down! Thomasville manager said they don't know how to handle this because they just never get complaints. Guess they don't read Internet complaints. Wish I had looked at this site before buying ... JUST DON'T BUY THOMASVILLE!!!
5 of 7 people found this review helpful.
1 out of 5 1 out of 5
Terrible terrible place to buy furnitureJune 19, 2012 By Thomasvillesux
I ordered some furniture back on April 5. A chair and ottoman. I was told (have witnesses) that the furniture would arrive in 4-5 weeks. It is now June 19th and got a call today saying the furniture would arrive July 20th. I strongly recommend you stay away from Thomasville furniture. There is no excuse to be lied to and there is no excuse for two pieces of furniture to take 15 weeks. Three times longer than I was told. Do yourself a favor and go anywhere else.
0 of 0 people found this review helpful.
1 out of 5 1 out of 5
Poor ServiceMay 29, 2012 By ralphlovelace
We ordered two chairs from Thomasville. Chairs were manufactured by Bradington Young. Very comfortable but since have only seen negative reviews on them too. Took 3 plus months to show up. Ordered both in brown leather. One of the two shows up burgundy. Likely not Thomasvilles fault as order showed both brown but they would not come and pick up the wrong colored chair and it has now been three weeks and we have no answer. Local store manager claims his boss is hard to reach and he can't get an answer but he admitted other Thomasville stores have the chair I need. They likely don't want to pay to transport it to us and are going to wait until Bradington Young can make me another. Wishing I had read posts prior to buying. Chair feels like it is of quality but I am now concerned.
3 of 3 people found this review helpful.
1 out of 5 1 out of 5
Overpriced garbageApril 23, 2012 By Jaxuser
Thomasville used to be a name you could trust and I guess that's how they still reel in the suckers. We paid for a couch and chair which were very comfortable in the showroom. When they were finally delivered, weeks late, one piece of the sectional couch was missing. It took 2 more months for that to arrive. Almost a year later we are still making payments on a couch that is the MOST uncomfortable piece of furniture I've ever owned. The only time anyone responded to our complaint about it, we were told to wait and let it ""break in"" before we did anything. It has never broken in. It's awful. And the chair is coming apart at the seams. Since then, all calls and emails and letters to corporate have gone unanswered. They just don't care. There is no after the sale service. NONE. You can go to RTG and get better quality, better service, and actual comfort. This has been the worst furniture buying experience of my life. Don't waste your time and money on Thomasville. It's garbage.
2 of 3 people found this review helpful.
1 out of 5 1 out of 5
72 hr. refund period not clearMarch 02, 2012 By hottma
Our 72 hour refund period included Sunday when they are closed in Utah.
0 of 1 people found this review helpful.
1 out of 5 1 out of 5
Horrible Customer ServiceFebruary 29, 2012 By jtoney703
I shopped in the Woodbridge, Va store, looking for a sofa for my library. I was interested in a Settee they had on display. I asked if I could pay to have the piece delivered to see if it would fit in my room. I was told no. I was trying to decide between 2 sofas, the settee and a larger sofa. The sales associate pushed me towards the settee. I paid $1,800.00 for the piece. On the day it arrived, I was devastated to see that is DID NOT fit. It was way to small and looked ridiculous in the room. I called the store and told them I wanted to return the BRAND NEW piece and get the other sofa. I was told very blatantly NO returns. I then called the corporate office and filed a dispute. I was told I would here back within 48 hours. 4 days later I still had not heard. I finally got an EMAIL reply saying ""We have closed your case at Thomasville corporate, as Thomasville does not guarantee the consumer’s preference level"". What a slap in the face. I wasn't trying to return the piece and get a credit. I wanted to exchange the piece for another (more expensive"" couch. I have closed my credit card and will NEVER shop there again. I now have an $1800.00 couch that I hate and can't use
0 of 0 people found this review helpful.
1 out of 5 1 out of 5
THOMASVILLE OF WILMINGTON DELAWAREFebruary 23, 2012 By LIGHTHOUSE906
I RECENTLY ORDERED AND PAID FOR ""UPFRONT"" APPROX. $8,000 IN FURNITURE INCLUDING ""DESCHANEL"" LEATHER BED, NIGHT STANDS ETC. I REFUSED SHIPMENT. IT WAS POOR WORKMANSHIP. WHEN SHOPPING IN STORE THE BEDROOM ON SHOWROOM FLOOR BED IS AGAINST WALL. AT DELIVERY THE BACK WAS VENEER...PEELING...UNFINISHED WOOD SHOWING ETC. I CALLED THE STORE IMMEDIATELY AND TOLD THEM THIS WAS NOT QUALITY AND A DISGRACE THAT THEY WOULD SEND IT TO ME IN THIS CONDITION. THEY REFUSE TO GIVE ME A REFUND. SAID IT IS THEIR POLICY,. IN CHECKING, THOMASVILLE IS NOT OWNED BY THOMASVILLE...IT IS OWNED BY FURNITURE BRANDS INTERNATIONAL, INC. I AM TAKING THOMASVILLE TO COURT TO GET MY REFUND. THEY ARE NO LONGER IN THE BETTER BUSINESS BUREAU BECAUSE THEY HAVE BEEN SOLD. THEY ARE USING IMPORTED UNFINISHED PRODUCTS. CHECK IT OUT...GO TO ""DOGPILE"" OR ANOTHER SITE...KEEP SEARCHING...THEY WANTED ME TO KEEP THE PRODUCT AND THEY WOULD SEND A TECHNICIAN OUT TO REPLACE THE ENTIRE BACK OF BED.. I PAID FOR A QUALITY PRODUCT THAT I THOUGHT I WAS GETTING. NOT FAIR I WAS BEING FORCED TO ACCEPT THIS POOR WORKMANSHIP. THEY TOOK MY MONEY UPFRONT AND WON'T REFUND ME! BE CAREFUL. SHOP AROUND...
0 of 0 people found this review helpful.
1 out of 5 1 out of 5
quite possably the worst expierence i have ever haFebruary 09, 2012 By lynnrich420
I expected more from Thomasville. When we bought our recliner we were sold on the promise of customer service and warrantee. The leather has faded and the recliner doesn’t work. I took it back for repair and now a month and a half later it is still not repaired. It is obviously a defective recliner and needs to be replaced. There “customer service” was more than a disappointment. I have sent numerous e mails and phone calls to the customer service and received noting but rude unhelpful people. I tried to contact the CEO and head of customer service by phone and e mail. I even went as far as attempting them by regular mail, which I never have done. NO REPLY from anyone. At this point all I want is a refund for a defective chair and a miserable experience I have had from Thomasville furniture cooperate. I would never recommend any product from Thomasville and it seems like I am not the only one that feels that way looking at some of the comments posted on their page. My question is looking at all these negative comments what has Thomasville done to correct the lack of customer service and diminishing quality of furniture? NOTHING, they just don’t care. I had hoped trying to inform the cooperate brass something would happen, but apparently they don’t care as well. BUYER BE WARE.
3 of 3 people found this review helpful.
1 out of 5 1 out of 5
Poor Quality...wish I read reviews before buyingFebruary 09, 2012 By Fitz3636
In April 2011, just a week before I got pregnant, we purchased a leather sectional sofa from Thomasville & selected a pricier leather material (that would take a 3 month turn around) than a more popular leather (which would only be a 6 week turnaround). We were willing to wait and paid the $4,800.00. Just over 3 months later, they called to deliver the couch. Just 15 minuted prior to the deliverymens arrival, customer service called to tell me the couch is the wrong color. They will still deliver and allow me to keep their couch to use until the corrected sectional would be delivered. Obviously, I applaud them for allowing us to keep the sectional... as it is the right thing to do after they messed up an order. This is why they get 1 star. The couch was oddly 2 different colors. My invoice showed the correct sectional; however, their invoice showed that I ordered 1 piece some chocolate brown and another piece in a maroon color. The mistake should have brought a question to someone, anyone to clarify over the 3 months. Regardless, to remedy their mistake, they needed another 3 months. While we used the mistmatched sofa, the leather on the seams began to rub off. By the time they called to deliver the replacement (2 months before I delivered...so it took 7 months to receive our original order), all pieces showed the wear & tear along the seams on the leather. Just a couple months with the replacement, already one of the seams has leather rubbing off. Now I have to go to battle which is sure only to result in them trying to ""fix it"" under warranty versus just taking it back....I don't want it nor do I want the aggravation of the leather that will continue to rub off, look cheap & shabby for the years to come when their warranty is up. Shouldn't have happened with this costly of a couch. I had my other set of leather couches, from a competitor down the street, for 11 years without this! Disgusted. Hoping my story will deter others from falling victim!!!
0 of 0 people found this review helpful.
1 out of 5 1 out of 5
Thomasville sofas and couchesJanuary 07, 2012 By deelynneilson
I purchased a couch and a love seat in what I thought was the upper end Thomasville product line. I paid to have down cushions upgraded on both. The product was delivered at the end of August and has now been in my home for almost 5 five months and they look like I have had them for 5 years. The cushions don't hold their shape and the bottom cushions sag when sitting and continue to sag when you get up. (We are not heavy people- i weigh around 105 lbs). The back cushions sink towards the center and definetly do not hold their shape. This after 5 MONTHS. Looking for DISPOSABLE furniture? This is your company. Too bad I thought that I was purchasing quality furniture that would last for several years. Thomasville is CHEAP and POORLY constructed. I wish that I had been sucked into the store for possibly a 12 month no-interest or some type of payment plan. There was NO REASON to buy from this store- I paid cash. Shame on me for not doing the research to know better than to buy from Thomasville. Thomasville furniture=CHEAP poorly constructed furniture. I would not recommend this manufacturer to make a dog bed.
3 of 5 people found this review helpful.
1 out of 5 1 out of 5
Horrible customer service!!!December 23, 2011 By cjjkidbiz
I purchased and fully paid for a table on 12/4/11. The sales lady put ""rush for Christmas"" on the paperwork and reassured me it would arrive well before Christmas. Since the delivery was $125...a ridiculous price for 10 miles...I decided to pick it up when it arrived. The paperwork said to call the customer for pick up...never heard from anyone again. I called 10 days later and was told the table was not at the warehouse yet. Finally called again on the 23rd (I was too busy to call every day) and surprise...it's in! No phone call and they couldn't (or wouldn't) even tell me when it arrived. No apology or offer of free delivery either. Now 2 days before Christmas I have to drive there...I'm mad! Skip this company...customer service SUCKS!
1 of 2 people found this review helpful.
2 out of 5 2 out of 5
Living Room FurnitureDecember 21, 2011 By milawman
We ordered a coffee table, sofa table and two end tables in September. Were told by the sales person it would arrive in one month. Well, we got the coffee table and sofa table at the end of November! The coffee table was damaged and they had to send out a repairman to fix it (which he did a great job). After repeated calls (at least 7) and getting the run around from the sales person, store manager and the shipping dept., our coffee tables finally arrived on Dec. 12th.... And now they both have to be repaired as well. We have purchased from Thomasville in the past and the quality of workmanship was unsurpassed. Apparently when they sold out they forgot to mention to the new owners that their reputation for quality workmanship is what built the original company. Quality control is poor, the right hand doesn't know what the left hand is doing. Sorry to say, but we are done with Thomasville. I expected more for our hard earned money. We don't mind paying good money for a good product, but they dropped the ball on this deal...very dissapointing!
1 of 1 people found this review helpful.
1 out of 5 1 out of 5
Horrible customer serviceDecember 19, 2011 By minkim1
If you ever buy from Thomasville, be sure to inspect the furniture with a fine tooth comb BEFORE the delivery men leave. This will be hard as they will be in a rush to get out of your house as fast as possible to get to their next deliery. ANY damage you find after they depart will be disputed and you will be blamed. They will not provide service and it will be like pulling teeth. You are guilty of trying to scam them until you prove yourself innocent. Take my advice and buy from some other vendor unless you have no other option.
1 of 1 people found this review helpful.
4 out of 5 4 out of 5
Positive Warranty ExperienceDecember 06, 2011 By lhanson76
Frequently we are more apt to post a negative review than a positive one, so in the interest of fairness, I thought I would post this positive experience with Thomasville warranty service. I purchased a couch from Thomasville approx 2.5 years ago. A couple of weeks ago my husband sat down on it and we heard a definite cracking sound. One of the brackets that held the spring broke and the spring came through the bottom of the batting. I went to check out what type of warranty I had on the couch. As part of that search I found tons of negative reviews on the warranty service. I was not looking forward to the process after reading all those reviews. However, I must say the process went very smoothly. The representative at Thomasville told me how to file the warranty claim via email. I followed instructions and a couple days later I received a call to tell me that they needed to order some parts in order to fix the couch. They said they would call me as soon as the parts came in. About a week later I got a call to schedule the repair. Apparently Thomasville contracts out the repair to local repair shops. The repair folks that came out to my house were ""Furniture Facelifts"". These guys were great. It took them about 1.5 hours to make the fix. The couch looks great and the repair people were courteous, clean and skilled. Overall, the experience was very positive. Of course, I wish I never needed to have the repair at all, but since sometimes these things happen, I was happy that Thomasville stood behind their product.
2 of 2 people found this review helpful.
1 out of 5 1 out of 5
Flimsy Products and Poor Customer ServiceNovember 25, 2011 By scacountor
I bought one product from this company and will never buy again....I overpaid for it based on their claims that it would last for 10 years....it lasted 3 months.....customer service gave me the run around when I tried to make a claim on the warranty...$300 piece of garbage..
0 of 0 people found this review helpful.
1 out of 5 1 out of 5
Terrible customer service and the bed collapsed.September 15, 2011 By TL77
I bought a bedroom set at approximately $7,000 from the Tempe AZ store. I knew it would take approximately a month for them to order what I wanted from another location, and I was fine with that. What they didn't tell me was that once the furniture was delivered to Phoenix, they wouldn't be able to deliver it to my home for several weeks unless I was available for a morning delivery window of 4 hours. (I'm not, I work) Once I finally got the furniture, most of it was great and exactly what I wanted, but there were problems with the bed. The delivery guys used the wrong size screws and brackets to set up the bed, and had to know when they left that the work wasn't correct. A week later I sat on the bed (I weigh 130 pounds) and the middle legs collapsed and the struts broke off. Fortunately nobody was hurt when the bed collapsed. I called the store the next morning, and very nicely asked them to send someone out. They told me I would have to leave work, as once again, nobody works after 4. I did, but when I got home, the repair guy was only able to make minor corrections. He told me they would have to replace the bed. I made an appointment to be home to accept the bed, but the delivery guys never showed up. I called the store and was told they had no way of communicating with the deliver department to find out about my delivery. And there was no manager. And they didn't have the phone numbers to the delivery trucks. It's now been a week since the bed collapsed, and I'm still going round and round with the store on getting a delivery date. No appology, no restitution.
13 of 13 people found this review helpful.
1 out of 5 1 out of 5
Desk - poor qualityJuly 28, 2011 By mdh9233
Purchase a desk/ wall unit in a black finsh for my kids office/homework area. Came out of the box with some problems and had to have another piece sent out, which was done without problems. then the real issue surfaced. the finish on the furniture is cheap and started peeling off. Any hit or bump resulted in a chip or scratch even the computer keyboard caused scratches. Then some water spilled on the desk and the entire finish came off down to the wood. The repair came out and said that can happen if water is in contact with the finish for over an hour. nevr heard of that with even the cheapest furniture. he then said that the finishes today are not as good as they used to be, sorry. he also suggested putting glass on top to protect the finish. That is riduculous in something marketed as a functional desk. i would not purchase another piece fomr Thomasville. For the money their is bettr quality out there. The district manager offered a $250 in store credit for our trouble. No thanks.
0 of 0 people found this review helpful.
4 out of 5 4 out of 5
Furniture Technician ResponseMarch 22, 2011 By RepairExperts
Thomasville is still quality furniture! And, here are a few pointers from an experienced furniture technician for all people with furniture problems. IMPORTANT! Recognise that everyone has furniture problems at one time or another in their life. But there are a few things that you can do when you confront them. Mostly, keep your cool. It doesn't pay your health or your home life to get stressed over it! Now for the pointers when it does happen. Remember, remain calm then, Try to determine how your furniture was damaged in the first place. There are many variables and these include but are not limited to: the condition of the wood and quality of the materials used (overseas), packaging and handling of an overseas container, handling from the moving truck to the store, handling from the store by the movers to your home. Please understand that all wood is alive, has personality and character and like a young child changes with age, its environment and the care you provide to it that further affects its condition over time. As long as quality goes into the making of the furniture it should be good. Agreed, quality wood is always better than poor wood and because wood is in shortage on our planet, more than ever, engineered materials are being used. Some materials are better than wood in that they are more durable. The challenge with all wood, is that it breathes through expanding and contracting and this depends greatly on the environment it is transported and stored in and the type of home it ends up in. Learn how to care for the furniture that you buy regardless. Then there are certain woods from overseas that do better than others that end up in the north american continent environment. For furniture that arrives in your home with handling scratch marks, gouges, and broken legs, etc. 95% of the time this can be repaired by a quality service tech. For furniture that has some minor cracks, bumps or warps it may not look 100% perfect in your eyes, but now it has character. As long as the furniture piece works it should be kept. Regardless, on your next NEW furniture purchase, learn the store's warranty program. Get the sales person to confirm his/her statements about the furniture on your purchase/invoice before you pay for it. And, when the NEW furniture arrives in your home, and you have a problem, get the store to send in a quality service tech to do the repair work. Understand that the repairs will not be 100%, but liveable and try to get a discount back from the store. Most stores will not cover both the service tech costs and then give you a discount. Logic indicates that the service tech route is preferred over a discount. Because a discount often does not help you with the repairs, unless you choose to pay for the service tech with the discount you get on your own. Regardless of any known name brand, when you buy NEW again, you will have to deal with its condition when it gets delivered to your home. A good service tech goes a long way as, there will always be furniture in your home that can use some tender loving maintenance. If you go the extra mile for your furniture, it will for you. The only other last option would be to buy custom made furniture which often goes far beyond the pocket of most individuals.
9 of 11 people found this review helpful.
3 out of 5 3 out of 5
Was a great company at one timeMarch 18, 2011 By PrairieFloozie
In the early 70's I purchased a bedroom set, which I an not remember the name of, but after all these years it looks really pretty great and I still LOVE it. For a short time in the last few years I worked at a furniture store and went into alot of clients homes. The quality of the furniture is not even close to what it was....but then what is???? The bedroom set is all wood with dovetailed drawers, the hardware is beautiful. The only scars it has on it is the nightstands and that is my own fault. Over the years I have usually cleaned it with Milsek, which is the best furniture oil available and I usually use a humidifier in the winter as in SD we need it. So, I have some crazing on the tops of the nightstands. The drawers are all in good shape, although a few of the handlrs need to have the screws tightened occasionally. Now I see veneers....very sad, but...that is the way most of the furniture is manufactured these days.
3 of 6 people found this review helpful.
1 out of 5 1 out of 5
Overpriced GarbageFebruary 24, 2011 By somePAguy
This company is a great marketing company. They manage to sell you total garbage at a ridiculous markup. My wife and I bought two sofas and a dining room set there. The sofas are of reasonable quality, but the dining room set is complete garbage. It cost over 15K, and I've had more trouble with it than with all of the other furniture in my house combined. Mouldings have fallen off, none of the hardware stays on, the table sags, the leaf mechanism broke, and the wood is as soft as a marshmallow. I regret buying this trash every day.
5 of 5 people found this review helpful.
1 out of 5 1 out of 5
furnitureFebruary 11, 2011 By justsayin2
I purchased a sofa and loveseat from Thomasville. Day of delivery my floors were scratched and the delivery men let the door bang into a wall, which put a slight dent. Day 2 of having the furniture, I noticed wearing of the fabric all over the pieces. Called Thomasville, they sent a furniture restoration company over and determined the fabric was falling apart, they ordered another set, different fabric. Second set arrives. It looks much different than the first set, same couch, however it was much lower than the first set. The cushions were so crushed and did not fill the space of the material. I called to complain, they ordered all new cushions for both pieces. After a week of owning the furniture I noticed that the couch sags every time someone sat in it. Called Thomasville, sent restoration company out again, determined frame was not put together correctly. I asked for a refund, they offered a third set of furniture. After a couple of phone calls they agreed to give a refund, but told me that a check would come from the company, not from the store. After several weeks of no check and no contact from the company I called the store. They said they were unable to track anything and did not know when I would see a refund. Basically they said it was ""out of their hands"" . I found the corporate number online and called the corporate office. I was quickly told that the corporate office does not deal with customers or refunds and that I should contact my local store. After I explained the procedure the manager told me was going to happen, corporate informed me that the manager lied to me. When I confronted the manager she promptly offered to refund my credit card, but not give me a check. I would not step foot in a Thomasville store again. They are definitely not the company they claim to be. I think they are overpriced for the quality of furniture that they give.
3 of 3 people found this review helpful.
1 out of 5 1 out of 5
Whithall PA store is TERRIBLE!!!!!!February 02, 2011 By Rakassan
Just like all the other reviewers have said, what they deliver to your house is garbage and defective. Many of my pieces had large areas that were unfinished??? Extremely poor quality with EXTREMELY bad service once they have your money. Run from the Lehigh Valley store in Whitehall. HUGE RIPOFF!!!
1 of 1 people found this review helpful.
1 out of 5 1 out of 5
Dining Room - Made in ChinaDecember 19, 2010 By rayolson803
I couldn't believe it. I turned over one of the chairs, and there it was - made in China. I have no issues where a product is made, just as long as it's quality and I'm getting my 18K worth from it. Far from it in this case. The furniture scratches extremely easy. To the point I will probably call someone in to fix all the scratches and then apply two or three coats of poly to all the chairs. It's not like I have boys either. Every chair is scratched. I don't even know if the set is made out of real wood or fiberboard. The other reviews were absolutely correct. I've only had the set for two years and I'm not at all happy. What happened to - ""Made In the USA""?
7 of 7 people found this review helpful.
1 out of 5 1 out of 5
Don't purchase anything from this storeNovember 03, 2010 By augielouie
Horrible follow up, wait time for furniture over seven weeks. I filed a complaint at corporate over two weeks ago and still no one has notified me. They had charges for items I didn't purchase. There was Mc Donald's food containers that the workers were eating on dinner tables they were trying to sell. The workers don't share or relay info. The list goes on and on!
0 of 4 people found this review helpful.
2 out of 5 2 out of 5
NOT made in USAOctober 17, 2010 By langnap
Don't believe the statements you've read about Thomasville being made here in the US. It's from China. My labels say China and the quality shows it. We had to return the couch which came sway-backed. You couldn't sit on the outer 2 cushions because they slanted in towards the center. The couch was actually bowed in the middle! We ordered 5 pieces of furniture and 3 needed repair/replacement. There were dents, scratches and the bed is so noisy, turning over wakes me up at night. The bed posts are stripped and need repaired...again. Terrible furniture. I should have spent much less for the quality.
5 of 5 people found this review helpful.
2 out of 5 2 out of 5
Not worth the moneySeptember 16, 2010 By wilherring
We just received a couch, chair,dinning table and 8 chairs. 30k worth of furniture. This Thomasville furniture is not the same quality that your parents purchased that would last 30 years. Very disappointed in the quality, SERVICE and all around product. The furniture was delivered dirty. The table looks like it sat in a show room for years. The leafs were dry and not oiled. they looked like they were sitting in the show room with the table. the leaf rails had a inch of dust on them and looks like they had been used for years.The leather dinning chairs had streaks like someone used an oil on them. The custom chair was missing arm covers. The leather couch was to have extra firm cushions. we paid extra and the invoice form the factory showed firm not extra firm. We paid extra. Thomasville asks top dollar and they are delivering China Junk.
2 of 6 people found this review helpful.
1 out of 5 1 out of 5
Terrible service - Poor QualitySeptember 03, 2010 By marjier
Our Thomasville saleswoman had led us to believe that our Thomasville chairs would be made like quality samples they had displayed at Fresno Store. Customer service was good before delivery, and Terrible after delivery. chairs we paid over $2,000 for were not made the same way. After several attempts to repair, the chairs look 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 refused 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.
1 of 1 people found this review helpful.
1 out of 5 1 out of 5
Thomasville FurnitureFebruary 11, 2010 By JohnBrislin
I bought a locking loveseat in Sept from Thomasville Furniture. This is the worst furniture I have bought in 40 years. It is defective and no one at Thomasville will answer my calls or give me an answer. I want my money back. I spent $3,500 on this piece of junk. Please help
21 of 24 people found this review helpful.
1 out of 5 1 out of 5
DO NOT BUY THOMASVILLE FURNITURE!!!!!November 16, 2009 By ilana_p
DO NOT BUY THOMASVILLE FURNITURE!!!!!!!! I bought the Wunderlust dining set with the modular stacking china cabinet, issues encountered are: 1 - The delivery was close to two months late as initial table failed the warehouse inspection 2 - On delivery all the shelving in the china cabinet was BROKEN 3 - The china cabinet had a large chip 4 - The bottom piece of the china cabinet was shown in the store and catalogs with wood doors and on delivery they were glass 5- One of the eight chairs rocked 6 - The dining room table has the circular buffer marks that they use to sand down the table 7 - The table protectors that were delivered are the wrong color NOTHING with the order was right everything was made in China as the little sticker on the bottom of everything indicated. I sent everything back to the warehouse.... what a huge disappointment right before the holidays and spent over $9,000 on garbage!
83 of 93 people found this review helpful.