Consumer Complaints and Reviews
Purchased sofa with down, foam and springs in Jan 2016 because they said cushions will not break down for 3-5 years. Before first years end feathers (about 30-50) were falling out on the floor every day. Every night before going to bed I would vacuum them up. Husband said enough is enough and I called 3 times to get them to finally come out to investigate. I was told I had a previous vendor's product (missed new vendor by 1 month) and they did not use them anymore because of their quality. New vendor makes same couch and they would put extra ticking around my throw pillows and cores and they were not having any of my problems anymore. They put thick ticking on my throw pillows and this took care of the problem. I was asked at that time if I wanted the extra thicker ticking for my seat cushions. I declined and thought they were fine.
Now 1 1/2 years later I am being poked in the calf with quills from the cushions. Called 2 times for thicker ticking. Technicians came out and HE said it would be better to replace the whole core cushion as they really didn't look very good and were not holding up (Again told about old vendor versus new vendor story). The cushions are bumpy, cording is uneven as much as 3 inches from side to side of cushion and they do not sit well after 1 1/2 years. I agreed and just thought I had purchased a couch that was not very good but had to live with my decision.
He took photos and about 2 weeks later I heard from Customer Service and she said I asked for new cushions which I did not. I just wanted thicker ticking. The tech suggested new cushion. She was rude and basically called me a liar by her attitude and felt everything was good with the cushions and she didn't see feathers in the photo. So bottom line is - No thicker ticking, No cushion cores, No more repeat business for me.
We bought this $1300 glass table on 4/01/2017 from Thomasville of Bellevue, but just received it a little over a week ago on 5/4/2017. We picked it up ourselves from the warehouse, and had them open it. We did not immediately find any scratches or damage on the piece at that time. We brought the piece home, and assembled it in our kitchen eating area, and immediately proceeded to wipe the table down using Windex and a soft paper towel, but subsequently have only used microfiber cloths to clean the table. We noticed almost immediately on the first day that there were some deep scratches that showed up. We are typically very careful with our furniture, and would never use any harsh abrasives on it, but it seems that through very careful light use and cleaning, some troubling deep scratches were appearing on this table.
Now, we understand that glass is scratchable, and that if you do anything reckless like slamming down something stone or hard metal will scratch the surface, but my wife and I are very careful, and even used soft table mats when putting down dishes to make sure we didn't cause any additional scratches. After cleaning off the table that evening and inspecting again, we noticed many more scratches had appeared on the table, and some of them very obvious and deep enough to stop your fingernail when dragging across the glass.
We purchased this piece of furniture from Thomasville, Bellevue, and expected the quality of the glass to be something that could take careful light use, but our table now has deep, noticeable scratches after just the first couple of days. Needless to say, we are quite unhappy with this, and don't feel that the very careful use of this table should have resulted in such obvious damage. This piece of glass seems to be very soft and easily damaged.
Since then, we have called and spoken to both our sales person, Laura **, and the floor manager, Todd **. Both gave us the story that we just need to be very careful with glass furniture, and clean it only with a soft cloth or t-shirt, or even suggested a diaper, and that there is nothing they could do about it. While these are nice suggestions, it doesn't change the fact that this table has been damaged badly within the first week of use, and will never be the nice piece of furniture we had hoped to receive.
We were advised by Todd ** to send photos of the scratches to Laurie **, traffic manager, and got a RUDE reply that basically said there is nothing they could do since it left the warehouse in good condition. This is not the question of receiving a damaged piece of furniture, this is concerning the quality of the product received. We don't feel this is acceptable, and believe that this glass is NOT the quality we should receive from Thomasville. We will never spend another penny at any Thomasville for the rest of our lives, and will continue to warn as many people as we possibly can about the poor quality and service of this brand.
I bought a table for my living room which was from the Fredericksburg collection. The table was defective as it had a large gap in the corner of it where the leg should meet the side. I have bought Thomasville furniture before but never will again. At nearly $1000 this kind of quality should never leave the manufacturer. Thomasville does not stand by their product and they give you the runaround. BEWARE!
Attached are pictures of the Spellbound Metal Chairside table. The table on the left is the new table that I received. The table on the right is the table that's the floor model at the Thomasville store that I thought I would receive. It's apparent that the two table finishes are completely different colors. The store manager, was not willing to allow me to return the table, order a new one or give me any discount for exchanging the new table with the floor model. This was also the response from the customer service department in North Carolina.
It's really sad that for a $340 sale they were not willing to do anything that could improve my opinion about the quality/adequacy of product sold or customer service given. I didn't even receive an apology. Unfortunately, when speaking to family, friends and colleagues about furniture options Thomasville will not be recommended. I do know for sure that I will continue to shop at Gorman's and Ethan Allen, they have always given me an excellent product and service.
Purchased leather couch and recliner in sept., 2016 for just under $6000.00. One week after delivery, a cushion on couch and the cushion on recliner rippled/puddled... making it look terrible and defective and aged! Been trying to resolve with company still today... 1-25-17! Both sales manager and warehouse manager have been to our house to see. They agreed in dec. to replace foam padding but to no avail. Same looks! We took cushions to independent upholsterer locally and he agreed they were defective either by the foam paddings or the leather was not cut properly causing this puddling. The company to this day proclaims this is normal! Comical as it is that I visited their retail store and could not find a single chair in leather that would ripple upon sitting on them!
The local managers agreed to ask Thomasville to either replace or repair this furniture, but I was told today that they weren't going to do anything for us! I asked to talk to rep. from Thomasville but he as of today won't return my calls. We feel that we are truly being dealt with unfairly after buying expensive furniture that looks like it is 15 years old! I told them I would consider trading my furniture for something they have on their showroom... since this ugly puddling is normal, haha. They should have no problem reselling it! Would love to have this situation resolved, but getting nowhere!!!
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I purchased two matching expensive living room chairs in 2012 from the local Thomasville Furniture store which has recently closed in a city with a population of 245,000. Imagine my surprise this morning when I found a broken piece of plastic on the floor only to discover that the springs on the chair busted through the bottom. These chairs are in like new condition and have rarely been sat in and there are no children or pets. I thought I was purchasing quality furniture that would last me the rest of my lifetime only to have discovered that it is junk. Now my dilemma is finding out how to get them repaired with the nearest Thomasville Furniture store located 100 miles away. Do not buy from Thomasville Furniture as they are very expensive and the quality is not there.
We have been buying furniture from Thomasville for 20+ years. The last piece was a couch. Within a very short time taking a nap on this couch became torture. I tried to contact the company and after emailing them the procedure they wanted me to follow made me throw up my hands and go shopping for a new couch. I will NEVER buy another anything from Thomasville. Piece of crap at a premium price! No thanks. Ethan Allen now gets our business.
I deliberated for months over a couch and finally decided on this sofa from Thomasville. It is 2 1/2 years old. We have no children at home and no pets - just my husband and myself. The couch is rarely used - mostly for looks. Imagine my surprise today when I saw springs sticking out of the bottom of the sofa. The brackets holding the springs to the frame are plastic and over half are broken which is causing the spring to come through the underfabric and of course providing no support. I paid really good money for this sofa and couldn't be more disappointed.
I purchased the Benjamin sofa, loveseat and ottoman in December of '14 and it took over 6 months to get it. It's beautiful and comfortable, but not as well made as Thomasville used to be. We have another Thomasville sofa and ottoman in another room and the leather has held up beautifully and looks brand new after 10 years of use. Not so with this new furniture. The leather scratches very easily and it will cost me $200/cushion to replace them.
I have 4 cushions that are bad and now I have to keep throw blankets over them until company comes over. Even jeans scratch the leather. Terrible quality! I paid $6,800 for this new set and it just makes me sick to think that I will probably have to replace the furniture within a few short years. Our Thomasville bedroom furniture is 39 years old and we still have it because it is solid and well made. It may be out of date, but it is still beautiful. I hate that Thomasville has lowered their standards and their quality of furniture. I could always depend on this company to fulfill our furniture needs but I will never buy another piece of Thomasville ever again. Shame on you, Thomasville, for cheating your customers with high prices and poor quality.
Order placed on 4/24/16. After several months of inquiries with Thomasville Furniture Store asking for the status of mattress & box springs, I have yet to receive the aforementioned items. Today is September 7, 2016. The reason provided is the mattress and box springs are custom made in North Carolina. I don't see this as an excuse. No other reasons but "delays" were given to me from the Southlake office and the warehouse. On a scale from 1 to 10 with 1 being extremely dissatisfied with Thomasville and 10 being extremely satisfied with Thomasville, I give Thomasville a "O."
We purchased $25,000 worth of furniture from Thomasville, expecting it to be of good quality. Within 6 months the rust colored "hard wear" fabric on the sofa and recliner was yellow with a tinge of orange. We returned it and got a leather recliner sofa and 2 barrel chairs. Both chairs were broken within 6 months and the fabric was shredding. Now the plastic gizmo that operates the reclining mechanism snapped. The leather looks at least 20 years old and all the side panels on the cushions have cracked and peeled. The furniture is less than 5 years old. We are still waiting for the remote repair service to get back to us.
We purchased Thomasville Mission Art Dining Room furniture back in 2001. It was expensive, heavy furniture that we were told was solid oak furniture that would last us a lifetime. Little did we know that it was nothing but cheaply veneered furniture. Now I am faced with a very expensive refinishing after the veneer has buckled and peeled. Beware if you shop at Thomasville you may not be getting what you are paying for!!!
I ordered a custom couch and chair for $3,668 with a $1300 down payment. On delivery, I got a call that the order must be paid in full before I could even SEE the merchandise. It could have come in zebra stripes and I'd be stuck with it. Also, Thomasville accepts no liability for damage in shipment but hides behind a delivery company. After reading all the terrible reviews about Thomasville's junk furniture on Consumeraffairs.com, I insisted on seeing the merchandise. I got an arrogant NO!
I grew up in North Carolina and remember the old Thomasville company where fine craftsmen created furniture that lasted for generations and you were led into the plant and shown your custom order with pride. This is not the same company but has been bought by various companies since then and apparently has become an arrogant, grasping, schlock outfit afraid to show its products until it has every penny of your money. I bailed and ate the $1300, and considered that I cut my loss with great relief. I hope they go bankrupt as they deserve.
After 10 years with my leather couch I decided it was time for a new couch in my family room. I chose a sectional couch from Thomasville that appeared to be both attractive and sturdy. I have owned the couch for less than a year and it often looks older than 10 years old. Within a month of the couch arriving one of the attached cushions was sinking and looked terrible.
I called the store which had assured me their service was superb. It took 3 months to get someone out to look at it. Basically he put some more stuffing in the cushion and left me with some "just in case" suffice it to say I have used all the extra stuffing and actually added an additional pillow to the bottom and it still flatness! I went with a moderate to high price upholstery since it would get a good bit of use. Three of the six seat cushions have started peeling. There are only two adults in the house and the only thing we do on the couch is sit on it. This was a very expensive couch but you would never know it by its looks. I will never shop at Thomasville again.
We purchased an entire living room set of Thomasville furniture, including two couches and two chairs. Within a years, the clips and springs had broken in three of the four pieces. The retailer who sold the furniture repaired them (using more plastic clips provided by Thomasville), and within another year they broke again. Thomasville is difficult to reach and provides poor customer service. This has been the worst furniture and worst customer service experience we've ever had. We are basically stuck with poor quality furniture that was sold at a premium price.
I bought this expensive Thomasville sofa at Miskelly Furniture thinking I would never have to buy another sofa as my hubby and I live alone and seldom have company. The springs had broken within 3 years after it was purchased. Thank goodness I bought the warranty. I contacted the company who honors the warranty and they sent the repair parts. Who would have thought a $2,000 sofa would have plastic connecting the springs?! Now I can't get a response from the woman who was supposed to send someone to make proper repairs. So disappointed!
My husband and I purchased two tables from the "Hemingway Collection" for use in our home. We are senior citizens. The finish on the tables are so fragile, they do not tolerate any kind of ordinary use. We use coasters for beverages, and do not have food on the tables, yet the finish on my husband's table is bubbled, rings on it, scratched and starting to check and lift. We called and had the technician out to no avail. We were told unless the whole finish was checked and lifting, it was not defective. The end tables were around $700 each, and should be of high quality. A consumer should be able to use the piece as it was intended to be used, with ordinary care. Obviously the finish on these tables is too soft to be used as furniture.
BEWARE of Thomasville Furniture! The customer care manual you receive AFTER you purchase your furniture states that no plastic, vinyl or rubber can be put on your furniture because it may cause the finish to deteriorate! This happened to my furniture when I left a small vinyl change purse on my dresser. Totally ruined! The finish on my headboard also began to deteriorate and I was told by Thomasville customer service that it was due to the use of laundry detergent and fabric softener on my cotton pillowcases.
The furniture inspector that was sent to my house by Thomasville said he had never seen anything like it, but no warranty service was offered because the vinyl change purse was a violation of the furniture care procedures and that using detergent and fabric softener also violated the procedures against using harsh chemicals. Thomasville does not stand behind their products and after 30 years and a house full of Thomasville furniture - we will never purchase another piece of their furniture! #badwarranty #defective furniture
Purchased a very high end Thomasville bedroom set about 20 years ago. Construction has held up except the handles have broken off at the ends. Now I am stuck with 2 knobs and no drawer pull and no way to repair. Almost like they were made of some precast material. Extremely disappointed. Invested in what I thought would last a lifetime.
I bought 2 pieces of furniture in San Jose. There were five drawers chest and media chest. We went to showroom 3 times and talked with different designers. All of them told us how wonderful their factory was, and told us they made the chest in their factory. Nobody mentioned China. After we got two chests, we found them made in China. When I called them, the designer told me completely different thing. We are very disappointed. We are so sad that we can't trust their designers.
Another dissatisfied customer - Pictures below of Latham Recliner. I purchased a Leather Couch and Leather Chair from Thomasville 1-1/2 years ago and loved the furniture until about a year into them. The first issue was the workmanship on the Sofa. The frame broke down - literally. I called the service department and they came out almost at once, looked at the sofa and agreed that something happened and they would repair it - Great. They came out two days later and picked up the Sofa and to my surprise did not wrap it and scuffed it on the way to the truck where at that point unknown to the delivery people I was watching and they simply tossed the Sofa into the back of the truck. I called their service department which they promptly called the next day and apologized and sent a new sofa to replace that one. Thank You.
Fast forward a few months later. I noticed the leather on the recliner was beginning to fade. I had taken a picture of it when it originally arrived and compared it to the way it looked now. The original was a deep brown leather and now the leather has faded so much it’s a completely different color - light brown! So I called their service department again and they came right out. The guy that came out tried to tell me the sunlight has faded the leather but as I told him, how could that be if all the leather is faded the same for one? Secondly the windows are heavily tinted to keep the UV rays out for that exact purpose and finally why was the rest of my furniture not faded and only the Chair was? They insisted it was because of the sun which is ridiculous. They now want to pick the chair up and restain it only after telling me it will just fade and probably rub off anyway. REALLY - why would I allow this??
I have purchased leather many times and have never ever had a leather chair discolor this way. Wear yes but never completely change colors. This is what happen when you outsource your product to China, not quality control. Thomasville used to stand for quality and a great reputation. I read all of the blogs before purchasing this furniture and was a little leery but after seeing the furniture and receiving it in good condition I was quite please but now in less than two years the Sofa was replaced because it was falling apart and now the dark brown leather chair I paid almost $2000 for is a light baby brown. Too bad Thomasville, if you don't get your company together your customer will turn elsewhere.
My 80 yr old mom purchased 2 lamps from Thomasville on Old Country Rd in Long Is a couple of months ago. My mom realized the damage and spoke to a sale person aka Manager, and was told to return the lamps for exchange. At the store was told no exchange or refund. Help.
In 98 I bought 4 chairs and a couch, which wore well. Replaced couch and chairs (2) with swivel and rocker plus love seat. Well what a mistake!! The love seat springs had to be replaced. The chair have mechanism failed. One was replaced. Spoke to manager, no reply.
My wife and I ordered a living room sofa sectional, leather arm chair, leather ottoman, wool rug, king bed, and fabric bench. The sales person/designer was extremely patient and helpful. He has been the only bright spot in our experience. First, it does take 6-8 weeks to get furniture. I think our first delivery took 8-9 weeks. They only deliver to my area during the week so I had to take off time from work to be home. First, the couch was the wrong sectional configuration, the fabric on our bench was the wrong fabric, and the bed wasn't ready to ship yet so I got a partial delivery. The delivery guys called their dispatcher and it was decided to leave the wrong couch until the right one was built. I had already paid 50% down when we ordered the furniture and they wanted the rest of the money then even though only 25% of my order was right. I refused to pay any more money and they said ok.
The second delivery - about 4 weeks later - finally had the bed and corrected bench. The bed was delivered and set up. A few days later my wife realized the bed was wrong. It wasn't supposed to have a foot board so she contacted the salesperson and he agreed it was indeed wrong. So again we would have to wait 4-6 weeks for the correct bed frame to be ordered.
The third delivery finally fixed the bed and brought us the correct couch. All went smoothly until later that day when my wife realized that the corner unit of the sectional was missing some metal beading that was on all the other pieces. Again she called the salesperson and we are now waiting for somebody to come out and fix the couch (add the metal beading).
Through all of this, either my wife or I had to be home during the week for several hours waiting on a delivery. If I hadn't already paid them 100% I would refuse to be home again after the 2nd time and force them to come on the weekends or forget getting the rest of the payment. The quality seems to be fine and we were careful to select the right cushions/fabric/details in the store to make sure we knew what we were getting. The problem is that dealing with the Thomasville after the sale is such a pain in the ass, I would probably never buy from them again if I could help it.
I found a metal frame headboard and footboard that I really liked. There was no pricing information so I placed it on the "wish list" and searched for a retailer. I wanted to print a larger picture of the bed and frame the item number but was unable to access the item again. The website would open but I could not open up the "Bedroom-Beds" section. In the meantime I saw all of the complaints and realized there must be something wrong with Thomasville, one of the proudest old names in furniture. If your website doesn't work, then I would be very wary of the company in general. In this day and age, most sales are conducted online. I am 72--if I want to buy online, I am sure all the people younger than me want to do the same. Too bad.
Too bad we didn't listen to the reviews here. We bought our furniture 12 weeks ago. No updates nothing. We called over 6 to 7 times only to find out our bed did not even shipped yet. So we canceled our order and we were told our money will be refunded in 3 business days. After a week, no refund. We called again to find out they did not do anything to the order. Now they talk about no cancelation policy. We got mad and mentioned the order was delayed 4 weeks past their promise date and they are supposed to cancel it tomorrow. We don't have any hopes they will do that. We will be contacting a lawyer if nothing happens by tomorrow. This whole buying process have caused us a lot of stress and body pain due to sleeping on the floor.
After reading the reviews on this site I felt I had to respond. I had a great experience from the second I walked in the door. I was treated well by the staff at the Alpharetta location especially the manager, **. My furniture came in 7 weeks (8 was the estimated time frame). The delivery went very smoothly and my designer called to see if I was happy with my purchase. It was a great experience, I recommend this store and its staff.
We purchased an entire living room of furniture from Thomasville in Brentwood, MO. Nothing is even close to being worth what it cost. First, the sectional sofa is very uncomfortable; too firm and the cushions have flattened in less than a year. I had made it clear to the sales rep that this is where my husband and I would be relaxing in the evenings...but we both hate to even sit here now. Second, the armchair cushions have lost all shape. This piece actually WAS comfortable, but looks like we have had it for 10 yrs instead of one...and this gets less sitting than the sofa. We also purchased an ottoman that came with the legs all different lengths so it wobbles. Ok, I could go on...but you get the point. TERRIBLE QUALITY. DO NOT BUY.
We were hesitate to purchase Thomasville kitchen cabinets because of all the negative reviews but we went ahead anticipating we would need replacement pieces once they arrived. I am VERY happy to say we had NO problems at all. The cabinets all arrived in the timeframe promised, they were all packaged well, no damage anywhere once they were all unboxed and all pieces fit the design perfectly. Our designer at Daly City store, **, was excellent and very easy to deal with. We could not be happier.
Thomasville Furniture Company Profile
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- Thomasville Furniture