Thomasville of Montgomeryville

Review: Non-delivery of product .... We paid in fullDesired Settlement: Deliver the product and refund

Review: Thomasville of [redacted]Thomasville Furniture, Inc., [redacted]9/25/2012: I ordered one sofa, two chairs and one ottoman all in the same Grade 5 leather. My order was delayed, waiting for Thomasville to receive the leather. 4/4/2013: Six months later, the furniture was delivered. Although there are problems with each individual item, the worst problem is that the items do not match each other. Additional problems include flaws on the sofa seat cushions, and the sofa back cushions are over-stuffed with fiber and have no foam core (adversely altering design and support. The chairs are in Grade 3 (vs. Grade 5), they have some damage, side and back seams are lumpy. The ottoman color is unique, the top is indented, and all sides have abrasions.4/19: A technician examined the furniture and reported to the Customer Service Mngr. CSM said the order is within dye lot range. He could not explain how the leather could be of multiple dye lots, and be within dye lot range. He refused my requests for a copy of the report, and would not provide his own written statement. He referred me to Corporate Customer Service, who passed the information to Corporate Management.5/14: The Regional Manager emailed that she was working with the VP and the head of the factory. She would contact me with the outcome. 6/14: She refused to provide any information. 6/17, she referred me back to the CSM. I emailed to both parties, confirming their refusals.5/25 &26: The Store Manager accepted my return of the chairs, ottoman, and the sofa cushions. He said he would schedule a pick-up of the sofa frame and would fight Thomasville for my refund. I again contacted Corp Customer Service and was advised to leave a phone message for the company President (I also emailed) and received no response. I recently emailed notification to the VP of Furniture Brands.Thomasville refuses to provide their findings or decisionDesired Settlement: $4,678.87 Full cash refund and immediate pick-up of sofa frame.$5,000.00 Donation to [redacted], PAI waited 6 months. I painted my LR and Gallery to coordinate. Look at the photos. Imagine being told that this is what you paid for, that the order is "within dye lot range" and "up to manufacturer standards." Read the emails. Add my phone calls. Add the absense of return calls, Add the loss of use of my gallery, the disruption of my home, and walking around this for 80 days.

Business

Response:

[redacted]

Inboxx

[redacted] <[redacted]>

10:22 AM (3 minutes ago)

to me

I am in receipt of your June 28, 2013 letter re [redacted] and I would like an extension to file our response. I would like an extension until July 19th to respond. Please let me know if this is acceptable. [redacted]ParalegalFurniture Brands International, Inc.###-###-####

Business

Response:

[redacted]

Revdex.com of Metro Washington DC

and Eastern Pennsylvania

1880 John F. Kennedy Blvd., Suite 1330

Philadelphia, PA 19103

Re: [redacted]

#[redacted]

Dear **. [redacted]:

This letter is in response to your June 28, 2013 letter addressed to Thomasville of [redacted]. Thomasville Furniture Industries, Inc. (“Thomasville”) has been manufacturing quality furniture for over 100 years, and Thomasville prides itself on ensuring that our customers are satisfied. As such, we take every complaint seriously, and your letter has been forwarded to my attention for response.

After review of our records, it is my understanding that [redacted] made an original purchase on September 25, 2012 for two [redacted] chairs and a [redacted] sofa at the Thomasville of [redacted] store (“store”). On September 29, 2012, **. [redacted] was allowed to cancel that order because it was not in production and she placed a new order for two Vernon chairs, a Highlife sofa, and a Brooklyn ottoman (“furniture”). On April 4, 2013, the furniture was delivered and she signed for it indicating that the goods were received in good order (see attached). The chairs and ottoman were ready to be delivered to her in December 2012 and the sofa was ready on March 1, 2013, but Thomasville delayed the delivery of her furniture per her request to accommodate her circumstances.

Sometime after delivery, she contacted the store to file a claim, stating that there were color variances in the leather between the pieces and scratches. The furniture was under warranty and Thomasville offered to send a furniture technician to her home to inspect the furniture. The service was delayed because she refused to allow the technician to come to her home. Per Thomasville’s warranty, Thomasville will repair or replace at our discretion any piece of furniture that is defective in material or workmanship. In order for Thomasville to determine what needs to be done, Thomasville requires a technician to go to the home and inspect the furniture. Once the technician was permitted to inspect the furniture, the technician reported that the furniture was within normal dye lot range for this type of leather. He also advised that there were a few scratches that could be buffed out and the furniture was up to standards and not defective. The store contacted **. [redacted] with this information and offered to come back to her home to buff out the scratches, but she declined service.

The leather **. [redacted] selected is a wax pull up leather (“leather”). When she selected this leather, the designer advised her of its attributes and tried to have her select something else. This type of leather is easily distressed or scratched. This leather type is not recommended for use where there may be heavy traffic and because of the heavy traffic it absorbs stains easily and will begin to appear lighter as it stretches. At the time of her purchase, she did not inform the designer that the purpose for the furniture was for her business she does inside her home. In addition to this, it is not recommended that a consumer purchase one of Thomasville’s standard home furnishing pieces for commercial use. This could potentially void any warranties on the furniture.

The color variance can also be ascribed to the style groups selected. The furniture is all selected from different groups. This caused a variance in the gray on the pieces. The sofa leather is not as tightly drawn as the chair leather, and the ottoman leather is stretched differently from the other two. This has to do with the look that each group characterizes. By pulling the leather tighter on one piece than another, it has caused the color to appear lighter, which as mentioned, is a normal trait of this type leather.

**. [redacted] ordered custom made furniture and according to Thomasville’s Terms and Conditions (“terms”) that she signed at the time of purchase, there are no refunds, exchanges or credits (see attached). Thomasville believes **. [redacted] received what she ordered and the furniture is not defective.

On Memorial Day weekend, **. [redacted] made an unauthorized return of her furniture to the store. At that time, she was advised that she would not receive a refund. The store manager did not authorize the return of her furniture nor did he authorize a full refund. The store manager does not have the authority to authorize a return or refund. A refund needs the approval from the regional manager and higher authority. After the regional manager reviewed the issues, it was determined that **. [redacted] would not receive a refund and the furniture could not be returned. **. [redacted] being unhappy with her purchase or that it was not what she expected are not reasons for furniture returns and refunds per Thomasville’s terms.

The store has not ignored **. [redacted]’s complaint and has tried to resolve the issues within its warranty and terms with **. [redacted]. Thomasville will not be refunding her money. The furniture is not defective and **. [redacted] can’t return furniture because she is unhappy or because it wasn’t what she expected. Please inform **. [redacted] to contact the store to make arrangements for redelivery of your furniture.

Sincerely,

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

Dear [redacted],

On July 22, I received a copy of the letter addressed to you from [redacted], Paralegal employed by Furniture Brands. **. [redacted]'s letter is nearly identical to a letter I had received from [redacted], Thomasville Consumer Services Specialist employed by Furniture Brands. [redacted]'s letter (dated June 18) was emailed to me on June 27. (The original letter was mailed on July 1 and received on July 5).

I replied to **. [redacted]'s letter via email on June 29. My reply is copied below. (Copies of **. [redacted]'s letter and my reply are also attached).

My reply to **. [redacted] and the photos and emails I previously submitted, validate my complaints regarding the furniture and the customer service I received from Thomasville and Furniture Brands.

Please don't hesitate to contact me if any additional information is needed. Thank you for your consideration.

Sincerely,

COPY:

June 29, 2013 Via Email