The customer was informed of where to locate a swatch She has a loose seat cushion and if customer un-zippers the casing, along side the zipper, there is left over fabric that the customer can cut and send to us.We are an authorize dealer for Thomasville and abide by their warranty As per their disposition, due to the shape of the cushion the welt, (piping), will not line up unless you piece the welting every few inches The lines doe line up with the front of the chair and the seat roll, the back of the chair does not show any welt issue We received authorization to replace the seat cushion We cannot do so unless we receive a swatch If there is an issue if the customer receives the cushion, then we will process a claim on how the manufacturer wants to proceed The warranty is for us to repair first.Once we receive the swatch, we can move forward
As per customer's response, this was not stated Sales personnel would not say that floor models are like new All floor models have some kind of damages on them [redacted] ** was also invited to go to the store to see the floor model, but customer declined Again, [redacted] purchased floor samples, whether it was from the store he was in or from another one of our stores Customer purchased set for 30% off what a new set would cost We did go above and beyond for [redacted] on these floor samples, which usually we do not since they do not come with any warranties
Complaint: [redacted] I am rejecting this response because: I will agree to send a swatch I prefer that the fabric and new cushion be sent to me My upholsterer said she will have no problem aligning the stripes I will ask her how much fabric she needs Is this acceptable? Regards, [redacted] ***
Complaint: [redacted] I am rejecting this response because: The floor sample I bought was guaranteed by the sales lady "like new" condition, there will be full new furniture warranty on this purchase I did ask to inspect the "floor sample" furniture before delivery, but was turned down because it was in a warehouse, not in a store this is why the sales lady, [redacted] promised it is "like new condition"They were even push for me to buy extended warranty, if there is no warranty, why would you want me to buy "extended"warranty?All flaws are documented on the delivery paper and pictured by both parties Thomasville can either take everything back or meet me in court Regards, [redacted] ***
Order is under *** * *** *** The customer purchased a floor model dining room set. The customer was informed that the floor model he was going to receive was not the one from the floor of the store he was in, but from another one of our stores. Customer that was informed that
the floor model was in the same condition as the one at the store he was at. Customer also paid floor model prices for this set. The set was 30% off what is normally sold. Also, we did put the set through the shop to do minor touch ups, nothing major because it was a floor sample.Customer wrote scratches, etcon his delivery copy as well as the lights were not working. I called the customer and informed him that this was a floor sample with no warranty and the pieces were "as is."Since the customer did not see the floor model, I sent out a technician to do a few more minor touch ups as well and repair the lights in the china. When I received the technician's report, the customer pointed everything out to him that he did not like, especially the table. Again, I informed the customer that these were floor samples, but as a sign of good faith and since he did not see the sample, we exchanged the table for *** *** I explained we will not to anything further in this matter.Now *** ** has issues with the chairs, some more issues with the china. *** ** is looking for brand new pieces. I explained to *** ** that if he wanted new chairs, china, etc., we would gladly exchange them if he paid the difference between the floor models and what the new pieces would cost him. I informed *** ** that since he had issues with the table on the Proof of Delivery, as an accommodation and sign of good faith, we have gone above and beyond for floor samples and also above what we have in our Terms and Conditions as far as floor samples are concerned. We replaced the table, did minor touch ups, fixed the light on the china. We will not be doing any further service and again, if *** ** would like new pieces, we would gladly do the exchange of anything he would like new provided he pays the difference between what he paid and what it would cost for new. If you need any further information, please let me know
Complaint: ***
I am rejecting this response because:The last message on 4/from the company stated she had to check with thmanufacturer to see if they would agree to my request that they send me thenew cushion and fabric and I have my upholsterer make the new pillow.There is no response from the thomasville . Why was this closed? Don't youfollow up to see if they agree or not?This should not have been closed.Please contact the supplier again to see if the manufacturer agreed. Nomatter what the decision I still need to know what address to send theswatch
Regards,
*** ***
Customer received delivery 10/8/of her 1612-chair. On 1/17/14, customer called stating that the piping was not sewn straight, the stripes did not match up. We received the photos on 1/23/and processed a claim with the manufacturer on how to proceed. We usually
receive some disposition within - business days from the manufacturer. They did reply later than the business days, but they wanted to see photos of the back of the chair so that they can see how the fabric was sewn on the back. On 3/3/14, the customer stated that she would send photos. On 3/7/14, the customer stated that she went to move her chair and a staple cut her finger. Any claims go to Casualty Department in Corporate. On 3/26/14, we received the additional photos and sent them to the manufacturer.The manufacturer stated that due to the shape of the cushion, the piping will not line up unless you piece the welting every few inches, but it does line up with the front of the chair and the seat roll. There was no issue with the welting on the back of the chair.The manufacturer, on 4/7/14, authorized a new seat cushion, since the seat core is broken down. We contacted the customer and informed of the disposition, requesting swatch. 4/18/14, customer was informed and asked for swatch, customer stated that she was not happy with the disposition of the manufacturer. We gave the customer the manufacturer's Consumer Service number and have not heard back or received the swatch from the customer
I will need to process a claim to see if the manufacturer will agree to your request. I processed the claim and I should receive an answer within 7- business days. Once I receive the manufacture's disposition, I will let you know
We received piece that was defective on the doors, we tried to replace, however, customer was not satisfied. We have a new piece and the customer is scheduled for this Saturday, 11/
Complaint: ***
I am rejecting this response because:
my claim should not have been closed. It is not resolved. I travel for work and have not had time to respond. Following is my response.I do not accept Thomasville’s response.Complaint: ***I am rejecting this response because:If I cut a piece of fabric off the chair it will damage the chair. I told customer service that. They have the order so they know which fabric was chosen.Also Replacing the cushion will not resolve the stripes not matching on the chair and the cushion issueThere would be no way for them to match the stripes replacing only the cushion. This is a $chair , not a $chair the stripes should align Seat Cushion to back cushion to chair foundation. I purchased additional furniture from another manufacturer and the fabric is Herringbone. The Back chair cushion herringbone lines align with the seat cushion herringbone lines which aligns to the herringbone on the Foundation. No matter which side of the cushion or which cushion is placed in which position. The Thomasville distributor CS told me they could align the stripes and the stripes on the defective chair are very visible compared to the chair from the other manufacturer. The Thomasville chair is defective and was delivered that way.
Regards,
*** ***
Customer contacted that store after delivery left. The store informed me the next day that the customer called. We contacted the customer and the customer stated that there were scratched on the table top.Please know, that our procedure is to First: warehouse inspects pieces before
going to line up for delivery. Second: the delivery team inspects all pieces before they are loaded onto their truck for delivery.I checked the delivery ticket, which the customer signs at time of delivery, stating that they inspected the pieces and there are no issues. If there are any issues, they are to mark this on the ticket.Since we have all the above, we asked the customer to send us photos of the scratches, (I have attached photos of what we received). As you will see by the attached photos, these are not scratches, but noticeable gouges that were colored over with marker.I personally spoke with *** *** on the above. He did admit that his wife did try to color to cover it up. I also informed the customer that I see that they purchased the extended warranty, which is an accidental warranty, but the only purchased for the fabric. These gouges would have been covered under the accidental warranty. *** *** said he will discuss with his wife
Complaint: [redacted]
I am rejecting this response because:
Complaint: [redacted]I am rejecting this response because:This is a lie, an outright lie. This is how item was delivered. Lie again about returning phone calls. It's easy to check phone records. To imply that this was done by us is outrageous. Was it checked before it was delivered to my home. the delivery men were careless as documented in the original complaint. There are thousands of complaints against thomasville and especially the princeton store and the delivery service. They get away with ripping the consumer off. I stand by my original complaint. I will continue to pursue this matter to the utmost. [redacted]
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
I will agree to send a swatch. I prefer that the fabric and new cushion be sent to me. My upholsterer said she will have no problem aligning the stripes. I will ask her how much fabric she needs. Is this acceptable?
Regards,
[redacted]
Since the customer was not happy with the disposition and did not send a swatch, the service was closed. We are an authorized dealer for Thomasville and abide by their warranty.As stated in my previous responses:Manufacturer's disposition: due to the shape of the cushion, the piping will not line up unless you piece the welting every few inches. The fabric does line up with the front of the chair and the seat roll. There is no issue with the welting on the back of the chair. The manufacturer authorized a new seat cushion since the seat core is broken down. The manufacturer requires a swatch for a dye lot match. If we place the order without a dye lot match and it does not match the customer's piece, the manufacturer will not be responsible and a new casing would be at a charge.We have had many a customer cut a piece of from inside the seat cushion by the zipper with not damage and send for a dye lot match. The factory will re-make the cushion, they will have the swatch and photo. If it does not match when we receive the new cushion, we would go back to the manufacturer and they will inform on how we proceed then. I can place the order for the parts without the swatch, however, it the dye lot does not match, I will not be able to pursue any further and if so, it would be at a charge.When we receive the swatch, I will re-open the claim and continue with the service. Until then, I cannot continue unless the customer signs an agreement stating we can order the cushion without the swatch for a dye lot match.
The customer was informed of where to locate a swatch. She has a loose seat cushion and if customer un-zippers the casing, along side the zipper, there is left over fabric that the customer can cut and send to us.We are an authorize dealer for Thomasville and abide by their warranty. As per their disposition, due to the shape of the cushion the welt, (piping), will not line up unless you piece the welting every few inches. The lines doe line up with the front of the chair and the seat roll, the back of the chair does not show any welt issue. We received authorization to replace the seat cushion. We cannot do so unless we receive a swatch. If there is an issue if the customer receives the cushion, then we will process a claim on how the manufacturer wants to proceed. The warranty is for us to repair first.Once we receive the swatch, we can move forward.
As per customer's response, this was not stated. Sales personnel would not say that floor models are like new. All floor models have some kind of damages on them. [redacted] was also invited to go to the store to see the floor model, but customer declined. Again, [redacted] purchased floor samples, whether it was from the store he was in or from another one of our stores. Customer purchased set for 30% off what a new set would cost. We did go above and beyond for [redacted] on these floor samples, which usually we do not since they do not come with any warranties.
Complaint: [redacted]
I am rejecting this response because:
The floor sample I bought was guaranteed by the sales lady "like new" condition, there will be full new furniture warranty on this purchase. I did ask to inspect the "floor sample" furniture before delivery, but was turned down because it was in a warehouse, not in a store. this is why the sales lady, [redacted] promised it is "like new condition". They were even push for me to buy extended warranty, if there is no warranty, why would you want me to buy "extended"warranty?All flaws are documented on the delivery paper and pictured by both parties. Thomasville can either take everything back or meet me in court.
Regards,
[redacted]
The customer was informed of where to locate a swatch She has a loose seat cushion and if customer un-zippers the casing, along side the zipper, there is left over fabric that the customer can cut and send to us.We are an authorize dealer for Thomasville and abide by their warranty As per their disposition, due to the shape of the cushion the welt, (piping), will not line up unless you piece the welting every few inches The lines doe line up with the front of the chair and the seat roll, the back of the chair does not show any welt issue We received authorization to replace the seat cushion We cannot do so unless we receive a swatch If there is an issue if the customer receives the cushion, then we will process a claim on how the manufacturer wants to proceed The warranty is for us to repair first.Once we receive the swatch, we can move forward
As per customer's response, this was not stated Sales personnel would not say that floor models are like new All floor models have some kind of damages on them [redacted] ** was also invited to go to the store to see the floor model, but customer declined Again, [redacted] purchased floor samples, whether it was from the store he was in or from another one of our stores Customer purchased set for 30% off what a new set would cost We did go above and beyond for [redacted] on these floor samples, which usually we do not since they do not come with any warranties
Complaint: [redacted] I am rejecting this response because: I will agree to send a swatch I prefer that the fabric and new cushion be sent to me My upholsterer said she will have no problem aligning the stripes I will ask her how much fabric she needs Is this acceptable? Regards, [redacted] ***
Complaint: [redacted] I am rejecting this response because: The floor sample I bought was guaranteed by the sales lady "like new" condition, there will be full new furniture warranty on this purchase I did ask to inspect the "floor sample" furniture before delivery, but was turned down because it was in a warehouse, not in a store this is why the sales lady, [redacted] promised it is "like new condition"They were even push for me to buy extended warranty, if there is no warranty, why would you want me to buy "extended"warranty?All flaws are documented on the delivery paper and pictured by both parties Thomasville can either take everything back or meet me in court Regards, [redacted] ***
Order is under *** * *** *** The customer purchased a floor model dining room set. The customer was informed that the floor model he was going to receive was not the one from the floor of the store he was in, but from another one of our stores. Customer that was informed that
the floor model was in the same condition as the one at the store he was at. Customer also paid floor model prices for this set. The set was 30% off what is normally sold. Also, we did put the set through the shop to do minor touch ups, nothing major because it was a floor sample.Customer wrote scratches, etcon his delivery copy as well as the lights were not working. I called the customer and informed him that this was a floor sample with no warranty and the pieces were "as is."Since the customer did not see the floor model, I sent out a technician to do a few more minor touch ups as well and repair the lights in the china. When I received the technician's report, the customer pointed everything out to him that he did not like, especially the table. Again, I informed the customer that these were floor samples, but as a sign of good faith and since he did not see the sample, we exchanged the table for *** *** I explained we will not to anything further in this matter.Now *** ** has issues with the chairs, some more issues with the china. *** ** is looking for brand new pieces. I explained to *** ** that if he wanted new chairs, china, etc., we would gladly exchange them if he paid the difference between the floor models and what the new pieces would cost him. I informed *** ** that since he had issues with the table on the Proof of Delivery, as an accommodation and sign of good faith, we have gone above and beyond for floor samples and also above what we have in our Terms and Conditions as far as floor samples are concerned. We replaced the table, did minor touch ups, fixed the light on the china. We will not be doing any further service and again, if *** ** would like new pieces, we would gladly do the exchange of anything he would like new provided he pays the difference between what he paid and what it would cost for new. If you need any further information, please let me know
Complaint: ***
I am rejecting this response because:The last message on 4/from the company stated she had to check with thmanufacturer to see if they would agree to my request that they send me thenew cushion and fabric and I have my upholsterer make the new pillow.There is no response from the thomasville . Why was this closed? Don't youfollow up to see if they agree or not?This should not have been closed.Please contact the supplier again to see if the manufacturer agreed. Nomatter what the decision I still need to know what address to send theswatch
Regards,
*** ***
Customer received delivery 10/8/of her 1612-chair. On 1/17/14, customer called stating that the piping was not sewn straight, the stripes did not match up. We received the photos on 1/23/and processed a claim with the manufacturer on how to proceed. We usually
receive some disposition within - business days from the manufacturer. They did reply later than the business days, but they wanted to see photos of the back of the chair so that they can see how the fabric was sewn on the back. On 3/3/14, the customer stated that she would send photos. On 3/7/14, the customer stated that she went to move her chair and a staple cut her finger. Any claims go to Casualty Department in Corporate. On 3/26/14, we received the additional photos and sent them to the manufacturer.The manufacturer stated that due to the shape of the cushion, the piping will not line up unless you piece the welting every few inches, but it does line up with the front of the chair and the seat roll. There was no issue with the welting on the back of the chair.The manufacturer, on 4/7/14, authorized a new seat cushion, since the seat core is broken down. We contacted the customer and informed of the disposition, requesting swatch. 4/18/14, customer was informed and asked for swatch, customer stated that she was not happy with the disposition of the manufacturer. We gave the customer the manufacturer's Consumer Service number and have not heard back or received the swatch from the customer
I will need to process a claim to see if the manufacturer will agree to your request. I processed the claim and I should receive an answer within 7- business days. Once I receive the manufacture's disposition, I will let you know
We received piece that was defective on the doors, we tried to replace, however, customer was not satisfied. We have a new piece and the customer is scheduled for this Saturday, 11/
Complaint: ***
I am rejecting this response because:
my claim should not have been closed. It is not resolved. I travel for work and have not had time to respond. Following is my response.I do not accept Thomasville’s response.Complaint: ***I am rejecting this response because:If I cut a piece of fabric off the chair it will damage the chair. I told customer service that. They have the order so they know which fabric was chosen.Also Replacing the cushion will not resolve the stripes not matching on the chair and the cushion issueThere would be no way for them to match the stripes replacing only the cushion. This is a $chair , not a $chair the stripes should align Seat Cushion to back cushion to chair foundation. I purchased additional furniture from another manufacturer and the fabric is Herringbone. The Back chair cushion herringbone lines align with the seat cushion herringbone lines which aligns to the herringbone on the Foundation. No matter which side of the cushion or which cushion is placed in which position. The Thomasville distributor CS told me they could align the stripes and the stripes on the defective chair are very visible compared to the chair from the other manufacturer. The Thomasville chair is defective and was delivered that way.
Regards,
*** ***
Customer contacted that store after delivery left. The store informed me the next day that the customer called. We contacted the customer and the customer stated that there were scratched on the table top.Please know, that our procedure is to First: warehouse inspects pieces before
going to line up for delivery. Second: the delivery team inspects all pieces before they are loaded onto their truck for delivery.I checked the delivery ticket, which the customer signs at time of delivery, stating that they inspected the pieces and there are no issues. If there are any issues, they are to mark this on the ticket.Since we have all the above, we asked the customer to send us photos of the scratches, (I have attached photos of what we received). As you will see by the attached photos, these are not scratches, but noticeable gouges that were colored over with marker.I personally spoke with *** *** on the above. He did admit that his wife did try to color to cover it up. I also informed the customer that I see that they purchased the extended warranty, which is an accidental warranty, but the only purchased for the fabric. These gouges would have been covered under the accidental warranty. *** *** said he will discuss with his wife
Complaint: [redacted]
I am rejecting this response because:
Complaint: [redacted]I am rejecting this response because:This is a lie, an outright lie. This is how item was delivered. Lie again about returning phone calls. It's easy to check phone records. To imply that this was done by us is outrageous. Was it checked before it was delivered to my home. the delivery men were careless as documented in the original complaint. There are thousands of complaints against thomasville and especially the princeton store and the delivery service. They get away with ripping the consumer off. I stand by my original complaint. I will continue to pursue this matter to the utmost. [redacted]
Regards,
[redacted]
I just want to confirm you received my response dated 5/28/15?Thank you in advance, [redacted]
Complaint: [redacted]
I am rejecting this response because:
I will agree to send a swatch. I prefer that the fabric and new cushion be sent to me. My upholsterer said she will have no problem aligning the stripes. I will ask her how much fabric she needs. Is this acceptable?
Regards,
[redacted]
Since the customer was not happy with the disposition and did not send a swatch, the service was closed. We are an authorized dealer for Thomasville and abide by their warranty.As stated in my previous responses:Manufacturer's disposition: due to the shape of the cushion, the piping will not line up unless you piece the welting every few inches. The fabric does line up with the front of the chair and the seat roll. There is no issue with the welting on the back of the chair. The manufacturer authorized a new seat cushion since the seat core is broken down. The manufacturer requires a swatch for a dye lot match. If we place the order without a dye lot match and it does not match the customer's piece, the manufacturer will not be responsible and a new casing would be at a charge.We have had many a customer cut a piece of from inside the seat cushion by the zipper with not damage and send for a dye lot match. The factory will re-make the cushion, they will have the swatch and photo. If it does not match when we receive the new cushion, we would go back to the manufacturer and they will inform on how we proceed then. I can place the order for the parts without the swatch, however, it the dye lot does not match, I will not be able to pursue any further and if so, it would be at a charge.When we receive the swatch, I will re-open the claim and continue with the service. Until then, I cannot continue unless the customer signs an agreement stating we can order the cushion without the swatch for a dye lot match.
The customer was informed of where to locate a swatch. She has a loose seat cushion and if customer un-zippers the casing, along side the zipper, there is left over fabric that the customer can cut and send to us.We are an authorize dealer for Thomasville and abide by their warranty. As per their disposition, due to the shape of the cushion the welt, (piping), will not line up unless you piece the welting every few inches. The lines doe line up with the front of the chair and the seat roll, the back of the chair does not show any welt issue. We received authorization to replace the seat cushion. We cannot do so unless we receive a swatch. If there is an issue if the customer receives the cushion, then we will process a claim on how the manufacturer wants to proceed. The warranty is for us to repair first.Once we receive the swatch, we can move forward.
As per customer's response, this was not stated. Sales personnel would not say that floor models are like new. All floor models have some kind of damages on them. [redacted] was also invited to go to the store to see the floor model, but customer declined. Again, [redacted] purchased floor samples, whether it was from the store he was in or from another one of our stores. Customer purchased set for 30% off what a new set would cost. We did go above and beyond for [redacted] on these floor samples, which usually we do not since they do not come with any warranties.
Complaint: [redacted]
I am rejecting this response because:
The floor sample I bought was guaranteed by the sales lady "like new" condition, there will be full new furniture warranty on this purchase. I did ask to inspect the "floor sample" furniture before delivery, but was turned down because it was in a warehouse, not in a store. this is why the sales lady, [redacted] promised it is "like new condition". They were even push for me to buy extended warranty, if there is no warranty, why would you want me to buy "extended"warranty?All flaws are documented on the delivery paper and pictured by both parties. Thomasville can either take everything back or meet me in court.
Regards,
[redacted]