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| map-marker West Palm Beach, Florida

Thomasville Customer Complaint - Shady Business Practices

I purchased several pieces of furniture and fabric from Thomasville with a one year no interest program through GE Capital Retail Bank. I decided to pay off the charge before the year ended so I would not have to pay any penalties or deferred.

When I went to pay off the charge I noted that there was $270.02 added to the charge. I called GE Capital and they informed me that the store added the $270.02 on 2/29/2012. I knew I had not purchased anything so I contacted the store. They told me they would check into it and I had to call them back.

They told me there figures showed that the totals on the furniture was not correct and I did owe the $270.02. I ask to speak to the store manager, however she was not available. I called Thomasville N.C. and talked with customer service.

They said they would have the district manager call me. I ask for the district managers name and they would not give it to me. A day later the store manager called my wife's phone. She never called me.

My wife went to the store and after lengthy unnecessary reviewing the bills we had it showed we did not owe anything. What makes me upsets is they put a charge on my charge account without my approval. Without saying anything. This should be illegal.

This should be a crime. Shame on Thomasville

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2 comments
Nicole Kgs

** To expedite your case, please ensure to provide Reference code DM 032612_pc_Ggmoney**

I'm sorry for your experience. We'd like to research and see if we can help you resolve this with the retailer. Please email me at gecapitalcares@***.com with the following information:

- The full name associated with the account

- Mailing address associated with the account

- Your contact phone number

For your security, please do not include your account number in your email.

Regards,

Nicole

GE Capital

ggmoney G
reply icon Replying to comment of Nicole Kgs

End results, Thomasville is out of business

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Anonymous
map-marker Washington, District Of Columbia

Leather sofa

Received leather reclining sofa but it is crooked and will not recline without bending over and pulling the front up into position. Looks like sofa was dropped in shipment from China where it was made. It was NOT made in the US as promised by sales person(owner). We waited 12 weeks and we got a defective sofa. Delivery knocked skids off of legs getting into den and to "fix" it, they pulled off the other three legs. They did come out and stick pads (not the same as factory) on but didn't want to touch other problem. Will NEVER buy anything Thomasville again!
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Anonymous
map-marker Columbia, South Carolina

So called hand-made garbage furniture

Thomasville sold us furniture in May 2011, delivered August 2012. Legs broke off chairs, extending table doesn't close. Three months to fix one of the chairs, the other one is still broken in our living room. Three months for the table and still no sign of a new one. Dont believe a word they say, they lie about every single thing they make, never contact you to tell you what is going on and constant staff changes make it impossible to know who to talk to. Handmade my auntie. This stuff is probably mass produced in China. If you buy anything from them you need a phychiastrist's evaluation.
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1 comment
Thomasville F

Can we help? Email us at info.thomasville.com

Anonymous
map-marker Stuart, Florida

Bed room furniture junk-thomasville

first the handles broke and can't be replaced because there is an extra hole. Company does't stand behind their product. Now the furniture is peeling. It is made from polyurethane not wood This company is a typical ripoff as are so many today. We better get American manufacturing back and at resonable prices and let China go to ***. We complained to Thomasville and they told us to go get the handles manufactured by someone else. It is up to the consumer to protect our rights. Let's allo on facebook and complain and warn others and put these crummy businesses out of business.
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Loss:
$5
Anonymous
map-marker Los Angeles, California

Thomasville Torrance California

We purchased a sofa, ottoman and oversized chair from Thomasville. It was the same style of our previous furniture. What a disappointment. It is now being made in China. Isn't anyware as comfortable as our first set. We paid for the scotchguard treatment. Within a short period of time the the fabric on all three was spotting unlike anything we've ever seen. Thomasville sent out a representative who took photos with the smallest phone and then that person said it was normal wear causing same. We have been calling the store manager, who just last week said someone would call us that very day. Still no phone call. They said Thomasville wouldn't do anything so they were going to try to resolve the problem. We have purchased our bedroom set and other sofa sets. I would beware of doing business with this company. We own a business in Redondo Beach and we pride ourselves on customer service. Thomasville has really been a disappointment.
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1 comment
Thomasville F

Can we help? Email us at info@***.com

TammieR D
map-marker Crestview, Florida

Thomasville- poor customer service & product

I purcased a bed on clearance from the Destin, Florida store. The bed did not come with all of the hardware and so it could not be assembled. I called the store to either provide the hardware or take the bed back. The manager said I bought the bed "as is" and said I'd have to get the missing pieces myslef. I understood the bed was "as is" but assumed I would be able to put it together and not just purchasing a pile of lumber. I made a complaint with customer service and all they did was forward it to the store for the manager I had the problem with in the first place to resolve. The manager sent me an e-mail that basically said "***" and said they will do nothing further. When I called her she said she did not want to deal with me anymore and I had ruined her day by complaining and hung up on me. I guess she never thought about how my day was ruined after I spent over $1,000 on a bed I can't even put together. I will NEVER buy anything from them again... I have never been treated so badly at a store.
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2 comments
Guest

WoW! Yes, it's true I refused the replacement bolt- I refused it because it was the wrong bolt!!

Was I supposed to accept a part that didn't fit and be content with it? I finally spoke to Keely, who is the regional manager and who works at the store, about the issue. Keely said, "I'm tired of dealing with you" and hung up on me. Initially I didn't realize she hung up on me, I thought we got disconnected, until I finally got through and she said, "stop calling me!" After I expressed how unprofessional and childish it was to hang up on me, and we bantered back and forth, she agreed to send the service tech out to fix the bed.

It has been about six weeks and the service tech still hasn't showed up; furthermore, Thomasville has such GREAT customer service they have never even bothered to call and follow up to make sure everything was taken care of satisfactorily. So, if we waited for Thomasville's top priority customer service we'd still be sleeping on the pile of lumber they sold us. We went out and finally found a bolt that works well enough to assemble the bed. Unfortunately we quickly learned the bed that was supposed to be a King size bed turned out to be a California King and our mattress and box spring don't fit right.

I figure I couldn't even get a simple bolt from them, so it's probably futile to work this issue out. When I spoke to Keely I told her I would just rather return the bed and get my money back. Keely told me my sale was final. Just be aware that when Thomasville claims customer service is their top priority, its more lip service than anything else.

They have not done one thing to rectify the situation and worse they have portrayed me as "difficult" and "unreasonalbe" by stating I refused the bolt-- while they failed to mention it was not the right one--that sounds like a company that is honest, huh? I doubt they will ever regain my business in the future.

Thomasville

Dear valued customer,

Thank you very much for your review. We value all feedback whether good or bad so we can continuously improve our services.

On behalf of Thomasville, I sincerely apologize about not meeting your expectations and for any inconvenience this has caused. This is certainly not good to hear because customer service is our top priority. In regards to your review, I would like to clarify the steps we have taken to resolve the issue. The customer called and within four hours of her phone call we had a replacement bolt delivered to her house and this was refused by the customer.

The customer called the next day with unresolved issues, we are sending our Service Tech with the missing bolt to put the bed together for the customer.

I do not believe the customer was aware our delivery team could have put the bed together, we will do a better job communicating what is expected upon delivery. Thank you for choosing Thomasville and we hope to regain your business in the future.

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pat r Rto
map-marker Pittsburgh, Pennsylvania

Misleading ad and inexperience sales personnell

Monroeville, Pa. store. First, just know you lost thousands of $$ in sales. We made several selections for 4 rooms in our home with the intention of buying it all per your sale. Your store name IS Thomasville so one would not know that it was not the store sale. You could only get the rebates on actual furniture in the THOMASVILLE STORE IF it was actually marked as Thomasville. Salesperson helping us with a sectional and console table told us to look on the other side of the store..it is Thomasville so we did. We made selections per direction to THAT SECTION OF THE STORE. Well, what we picked did not qualify either even though we were told we were in the correct section, and the salesperson did not seem to care that we didnt buy it !!!!!!!!!!!! We left VERY aggrivated that day, but went back next day to negotiate the Thomasville items that we really spent time with. Took a chance to ask if they had any discounts for bulk or cash sales for the items we wanted that were not Thomasville....(even free shipping would have been nice on several thousands of dollars of non Thomasville furniture) The flat brush off answer almost made me cancel the Thomasville order also, but I am disabled and too weary to go thru the selection process all over again. Be assured, I will try to find comparable items elsewhere that I turned down there !!!!!!!!!!!!
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2 comments
Guest

Well then why dont you train your salespeople to do just that....tour of store sales and no sales instead of pointing a finger in a misleading direction and walking away, especially when items were already in the process of being selected.

No big deal on one delivery charge. That just means if we have 5 pieces and one is a special order, we have to wait for all of it on one delivery instead of getting stock items then special orders.

Seems that is just what is happening according to other comments.

Getting worried that our delivery is going to end up a nightmare like theirs !!!!!!

Again, very disappointed. Other pieces at that store I would really like to have.

Guest

Many independantly owned Thomasville stores represent brands other than their own. When customers are given a brief overview of the store, the initial greeting is "The items marked with the Thomasville tags may qualify for additional discounts" It was never meant to be a broad sweeping statement that everything in the store qualified for the additional savings.

There are different areas in some stores that are displaying other companies products. It would be necesary to take a courtesy tour with a designer/salesperson at each location to view the items of interest to learn if they are qualified for additonal discounts.

In reguard to "bulk" discounts, there is consideration given "upfront" in the fact that there is only one reasonable delivery fee reguardless if there is only one item or 50 purchased . Today with the cost of insurance, trucks and personell you cannot give these away.

We choose to charge a reasonable fee rather than try to disguise it in inflated prices. Many stores choose to discount their Thomasville products at a price lower than Suggested Retail, that coupled with additional rebates consitutes realistic and true savings to the comsumer.

Trying to explain this all to a potential customer entering into the store for the first time, in the 30 seconds most folks allow for the initial greeting sometimes becomes a daunting task. Designer/salespersons believe it or not are there to actually help a make it a pleasant experience for all.

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Anonymous
map-marker Burlington, Ontario

Bought bedroom furniture that does not match

Bought the King Street bedroom suite from the Thomasville store in Kennesaw Georgia. Got the floor model bed to keep from having to wait two months for a new bed. It was the same color as all the other furniture in the display. On delivery, the new furniture (dresser, chest of drawers, night stands) was a different color. The store offered to fix the issue with a new bed, but after 6 months the bed they brought was the exact same color as the existing bed. No joy. They blamed the problem on the floor model bed. Then I have to wonder how the new bed could be the wrong color too? I can't be the only one with this problem. Why have a brick and mortor store when there is no relationship between what you see and what you get? Then the store manager decided to send a rejection to any further help on this to my wife late on Valentines day. Absolutely unbelievable! Never buy new furniture. You can find very high quality, American made furniture at estate sales and have it refinished anyway you want (by American craftsman) at a much better value.
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2 comments
Guest

i do agree about buying furniture from estate sales and other second options. i have done this and always am happy with the results.

You also know its wood and not pressed wood the quality is almost better and you know what you are getting. :p

Guest

I posted this complaint. Now Thomasville has offered to refinish a new bed to match our furniture.

It may not work, but it is a better approach. We'll see where this goes.

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Anonymous
map-marker Oxford, Alabama

Ordered 7 pieces now ten weeks ago, charged but still not delivered

Likie the title says, we ordered a full bedroom suit. they wanted cash up front (normal) but in this case it has been ten weeks and no one for some reason can give us a reason as to why we still have no dilivery date. On top of it all when we call to inquire it was an immediate transfer of blame, weather, employees, boat schedules etc. There have been no offer of appology, or remorse for this happening. We have only recieved feedback stating we could place a formal complaint,and just wait. This is unexceptable, if a company can't deliver the goods in a timely manner, the ought to inform you before hand that it is not something they stock, or at the least not charge your card until it is delivered.
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Loss:
$8200
1 comment
Guest

I ordered 5000.00 worth of merchandise from Thomasville on 02/09/12 & was told the funiture would be delivered in approximately 6 weeks. Six weeks later, after no word from my "designer", I phoned the store & was told that my "furniture was shipped out on 4/09/12.

Two more weeks went by & no phone call to set up delivery. Went into store & spoke with store manager who, after looking my order up on the computer, tells me that the fabric for my sectional is "on backorder until 6/21"! No explanation for the fact that I was told the furniture was shipped on 4/09, no apology for the unbelievable delay on my receiving the furniture or the fact that I have not once been contacted re: the delay on my order. Looks as though I MAY receive my order sometime this year.

In the meantime, I am continuing to receive bills for furniture that I do not have. I WILL NEVER DO BUSINESS WITH THIS COMPANY AGAIN! PS: cannot not find a physical address to write a letter to a regional manager. Does anyone have a physical address for this company re: customer service?

Thanks! Amy

Brenda H Mfe
map-marker Hickory, North Carolina

Thomasville Furniture, ordered 2 chairs 3 months ago, paid for, no chairs, want money back, they ref

Nov 26, 2011 bought two leather chairs from Thomasville Furniture in Louisville, Ky., paid for in full, told they would be in 30 to 45 days, it has been 70 days since we ordered, salesperson no longer at this store, Annette supposedly check on a couple weeks ago, said it was supposed to ship in a week, still no chairs, she is useless, told her i want my money back, says she has no authority to do that. I want my money back. I need those chairs. I want to go somewhere else, an honest place, hopefully. It takes me calling more than one time to get her to call me back.
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Loss:
$2222
1 comment
Guest

Like others, I ordered a leather chair the 1st of November and I was told 6 weeks for delivery. I finally received my chair yesterday (2/4) and while I love it, I was very disappointed that there was a tag on it saying it was made in China...what the heck? I was going to order another one but I thought I was buying something made in the USA so I'll keep looking.

cjjkidbiz
map-marker Mission Viejo, California

Thomasville Furniture Customer Service Sucks

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. Now I have to drive there 2 days before Christmas...not like I have anything better to do today!!! No apology or offer of free delivery either. Skip this company...customer service SUCKS!
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1 comment
Guest

At least you got your table. Quit crying like a big baby.

Deelyn
map-marker Williamsburg, Virginia

Thomasville furniture = CHEAP furniture

Thomasville furniture = CHEAP furniture

I purchased a couch and a loveseat in what I thought was Thomasville upper end. I even paid to have down cushions.

I have had the furniture for almost 5 months and they look like they are 5 years old. The cushions sag on the bottom and the back cushions fall and sag. We are not heavy people either. Totally ridiculous that less than 5 months after purchasing this junk I am wishing for the 7 year old couches that i used to have.

This is OVERPRICED JUNK.

RUN from the Thomasville store unless you are looking for disposable furniture and plan on purchasing every year. Their furniture is flat out awful.

Paid cash for it too! Shame on me.

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6 comments
Guest

Thank you so much for posting these comments. You have saved me some headache and money. Will not consider Thomasville in my search for a new sofa.

Guest

A few years ago I purchased a very expensive "L" shaped sectional sofa from T-Ville. It looks to be the same style as the above sofa love seat. Upon delivery the cushions looked oddly mis-shaped. The sofa was assembled abrubtly and the delivery men left. The sofa never sat level on the floor and the back sections of the furniture never met in a flush manner. One seat hat connected to the corner piece was fine and comfortable....the other section always made you feel like one butt cheek was 3 inches higher. I called the store where I made the purchase and the main store. After dozens of calls One Customer Service Rep came to my home and made it a point to let me know he travelled over an hour. he said the sofa was unlevel because of my carpet. * The sofa was not even on top of the carpet. Then he said it was the wood floors in my 75 yr old house. He also said the cushions needed to be taken out of the slip covers "DAILY" and fluffed to maintain shape. * If I knew this I wld never buy a sofa where I had to do this to ELEVEN cushions every day. He also said the feet on the sofa were able to "level" the sofa. This was not the case. They were just screwed on feet and changing the depth of the screw made the feet unstable.

Months later another Rep came to my home. I elieve he was Polish or Russian. I could not understand a word he said due to his thick accent. he came to take photos of my now sagging cushions and frame work. Whe I asked him to take one more photo that I thought truly showed the problems.......he very clearly spoke up and said: "No, it won't do any good anyway". At that point I asked him to leave. I should also add, I am self employed and had to take a half day off to remain home and wait for him.

Finally after months of calls and complaints and replaced cushions (3, the sofa was 100% replaced. We were able to choose a different fabric since the original Tweed fabric was fraying. Immediately I loved the new fabric and the sofa was beautiful. Within days.....the fabric showed signs of wear. The one cushion that always made the Butt seem to sit 3 inches higher still felt the same. UGH......The fight was out of me.

I should add when the new sofa was delivered the men told me my old sofa was made in China NOT South Carolina as we were lead to beleive.

A month ago while enjoying my morning coffee I nearly feel through the seat when a Spring blew out. Yesterday the same thing happened. The spring blew threw the protective covering material. Ill call again....but Im sure the lifetime guarantee on the frame and springs have a limited shelf time.

Guest

I agree with comments on Thomasville Furniture. Quality has declined greatly; noticed that it is made in China now.

I bought two couches about four years ago; material is worn already and the couch's cushions do not lay right. I had bought from them over 12 years ago and thought alot of the furniture, that is why I went back for more.

Guest

I agree with comments on Thomasville Furniture. Quality has declined greatly; noticed that it is made in China now.

I bought two couches about four years ago; material is worn already and the couch's cushions do not lay right. I had bought from them over 12 years ago and thought alot of the furniture, that is why I went back for more.

Guest

Good suggestion. I am sorry that you are in the same position.

Maybe we can save someone else from throwing away their money by posting on the 'net.

Good luck!

Guest

We are in the same boat. Only we refused to accept the sofa it was so defective and the two chairs we accepted are defective.

We were promised they would be picked up and returned in December WELL they are still sitting here.

Post your complaint on Thomasville's facebook page. People need to know what junk their furniture is and that it is all made in China and Mexico.

Yes supposedly the actual upholstery work is done in the US but the materials and frames are all coming from China. Also there are a number of websites reporting Thomasville Furniture contains TRICLOSAN a dangerous toxin.

Post on their facebook page they don't like it all!

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Jpaich P
map-marker Livermore, California

Thomasville Do not buy LEATHER Dublin CA

My husband and I are empty nesters! We moved into a new home and bought all new Thomasville furniture. All leather from the Benjamin leather sofa and love seat collection, two Morgan chairs up charge on the Benjamin leather on the two chairs. We also bought the 5 year warranty.

Within the first year our two leather chairs showed wear on the head rest and arm area. Thomasville came out and sent an inspector to see what was happening with the leather. The leather is water soluable (surprise) and not protected! They were kind enough and replaced both chairs including the large sofa.

Last April 2010 we received the new replacement pcs and by December 2010 it started all over again. We called customer service to see what our options were and they sent out another inspector and based on there comments they said it was normal wear. Customer service said sorry No Replacement.

I have many friends that have owned leather for 10 year's and show hardly any wear. My doctors office purchased a beautiful leather set from Levitz before they went out of business at least 12 year's ago and only slight wear on the arms.

I am taking my complaint to a higher level this time as I have 9,000 in leather that looks terrible. Very disappointed!

I wish I had looked at the reviews on this website before I purchased.

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1 comment
Guest

I just wanted to say that my entire family owns thomasville leather living room and thomasville bedroom furniture. When you purchase 100% leather furniture...not bonded leather or 'imposter' leather, you have to expect it to wear in like a good leather purse, jacket, or shoes.

It is part of the appeal towards buying real leather.

If you have sofas that after 10 years have not shown such wear, it is most likely not 100% leather. Leather furniture is meant to wear in, it's possibly not something you like, therefore I would suggest that you buy bonded leather as this shouldn't happen to leather that is mixed with polyurethane.

Robert A Dhi
map-marker Elizabethtown, Kentucky

Failure to deliver furniture when promised

I'm really pissed at Thomasville Furniture. I feel llike i'm geting the runaround. Man, it feels like customer service has taken a really big dump on the consumers lately. Four weeks after our furniture was to be delivered it hasn't arrived and we were told on 22 Nov that the fabric for the sofa and chair wasn't due to arrive in the factory until 2 Dec, a friday......Our salesperson wasn't "emplyed there anymore" and "Don't you think we want to get you your furniture?" Well, to quite honest, no I don't. If I hadn't called you, i'd still be waiting for a phone call.
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Loss:
$3200
5 comments
Guest

You are a *** for the boycott Thomasville BS. It is people like you who cost Americans their jobs.

Thomasville is still one of the best custom built furniture companies around. If you were so smart you would boycott Furniture Brands International(FBI) the company that owns Thomasville, not Thomasville itself. Thomasville has to go by what FBI tells them. FBI owns Broyhill, Drexel Heritage, Hickory Chair, Henredon, Lane, and Pearson just to name a few.

These are all big furniture brands that have to do what FBI tells them. You only boycotting Thomasville and not FBI only shows your ignorance. :upset FBI is a big company that has put alot of Americans out of work so you can buy the cheaper *** made in other countries. You want cheaper, but high quality, well they don't go hand in hand.

You have to choose one or the other.

I bet you would consider one of the other brands that I listed not knowing that it is all about what FBI is telling them to do, not what the individual brand company is wanting to do. Inorance is bliss.

Guest

Cohena2 you are RIGHT!!

So glad you were able to get your money back.

We cannot get ours back from Thomasville. We have no sofa, two defective chairs, and they have our money.

None of these places care about the customer it is all about PROFITABILITY and cost cutting to make the shareholders happy not the consumer.

Aaron C Img

The Roomstore did the same thing to me and after 2 months of waiting for furniture I had to go get a full refund. Its hard to find out which furniture stores are honest and which are not these days. It seems all the furniture companies treat everyone as a sale and not a customer once they have your money.

Guest

Please post your complaint on my Facebook Page, THOMASVILLE FURNITURE BOYCOTT.

Also post your complaint on their facebook page it will get their attention.

Guest

Please post your complaint on my Facebook Page, THOMASVILLE FURNITURE BOYCOTT.

Also post your complaint on the Thomasville Furniture facebook page it will get their attention.

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Dalton T
map-marker Burke, Virginia

Thomasville Furniture: Buyer Beware. Run, don't walk

We've purchased several major pieces over the last year, so I think we know what we're talking about here. You should completely avoid Thomasville furniture stores and products altogether. But if you dare purchase from this company, be sure to use a credit card, so you can dispute the charges through your card company when they lie to you and *** you over. Outright poor quality, poor management, very uncomfortable even scary delivery experiences, horrible and arrogant customer service, assurances & commitments clearly made and then broken, unanswered and unreturned phone calls, and just excuses, excuses and lies ... Believe it or not, our experiences have actually caused high stress, made my blood pressure soar, and have even caused severe strife in our marriage. Two replacements. Second replacement still unresolved after 8 months now. A third would-be replacement due to defects and damage was changed to repair, then back to replacement (which we waited, and waited, two months and got nothing but silence) only to be told it was now going to be a repair, only after I called to get the status. They will repair your item and leave you with a "restored" or "repaired" piece of furniture before replacing. That's like buying a second hand item, which is so, so unfortunate because this furniture is too expensive.
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Loss:
$3
2 comments
Guest

I have had nothing but continual hassle with Thomasville. I wish I had seen this website before purchasing anything from them

- Fabrics - we have had curtains made for both our living room and bedroom. In addition, pillows for the lounge. 4 pillows have still not arrived over 3 months later. The curtains in the bedroom are useless. They do not close. Inferior curtain rails have been used. Eventhough Thomasville has been told about the defect on multiple occasions they have not resolved anything. The excuses are amazing.

- We ordered 2 cocktail tables, which before they were delivered we stated we wanted to change what we ordered. We were told by the saleswoman this would not be possible. Which in hindsight is rubbish and a way for them to make more money. We were told once they arrived we would need to return them and then re-order. This we have done at extra cost to us because of restocking fees. The new tables have arrived but the delivery people would not take the old one because they didn't have paperwork. I wonder if I can charge them storage fees. When I phoned this morning, I was told I would be phoned back the person was dealing with a sticky situation....(another extremely unhappy customer?)

- This is the service from the Johns Creek Georgia store. I have now run out of patience.

Guest

We have had a nightmare with Thomasville. People need to understand the Thomasville that was our parents and grandparents is not the same as THOMASVILLE being made in China and Mexico today.

Go to the Thomasville Facebook page and post your complaints.

Also join me on Facebook at BOYCOTT THOMASVILLE to post your stories and complaints and to read about my Thomasville Nightmare. Post your stories on pissedconsumer.com they are a very well visited site.

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