Thomasville Furniture Factory Outlet Store

Initial Business Response /* (1000, 14, 2016/07/27) */
The customer ordered a sofa from us in JanuaryWhen it was delivered, she felt that the cushions were under-filled, so we sent a service technician to remedy the problemThe customer came back into the store in May to order two chairs to go
with the sofaUpon delivery of the chairs, it was discovered that an error had been made as to the fabric chosen for the sides and backsWe have spoken with the customer and replacement chairs have been ordered, along with a new seat cushion for the sofaWe do apologize for the error and regret the inconvenience caused in this matter
Initial Consumer Rebuttal /* (3000, 17, 2016/08/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I spoke to Patsy regarding the chairs that she supposedly reorder two weeks agoPatsy called me onTuesday and states that the chair frame is made in another country( probably China); she said she had a problem...they only have one (1) frame left until DecemberShe said the only other resolution was to pick the chairs up that I currently haveI told her wish ever would be the quickes remedy; that this has been an inconvenienceI told her they could pick the chairs up, but I don't want any cheap looking chairs like the ones they delivered brought back to mePatsy said she would call some warehouse to see if that was ok...so far I have not heard from herI really would like my money back....I feel they are playing games and I have been inconvenienced enough alreadyI am tired and very frustrated with the lack of service
Final Business Response /* (4000, 24, 2016/09/21) */
We have made several attempts to resolve the consumer's chair issue, in accordance with our warranty, as quickly as possible; unfortunately, due to circumstances beyond our control, it has taken longer than anyone would likeAs a result, we advised the consumer that we would honor her request to pick up the chairs and issue her a refundHowever, she now demands that her sofa be returned and refunded, along with the chairsAs her complaints have centered around the chairs and not the custom sofa, and indeed she was happy enough with it to return several months later to order the chairs, we have not agreed to this requestWhen the delivery company contacted her to set up a piappointment, she refused to allow itShe then stated that she would be seeking legal representation and contacting the media, as she would get quick attention because of her employment status with the police departmentWe stand by our offer to accept the return of the chairs and issue a refund for them
Final Consumer Response /* (4200, 26, 2016/09/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They have not tried to resolve any of my issues with the furnitureThe sofa was not made to my likingI picked out a fabric print and was delivered something elseThe design consultant called the Manager regarding the mix up and was told the fabric I requested was discontinued over a yearI asked her why would they not tell me that prior to making the chairMegan apologized and at that point I didn't realize I wasn't dealing with a reputable company anymoreI told her about the leather issues (material under the leather shoes undesirable lines through, as well as the corners were bent and cushion made short); I was reassured the issues was being taken care of, therefore I still believed and had trust in the brand ThomasvilleMegan email me a sale they were offeringI decided to order matching chairs because the Zebra print they gave me (not what I picked), didn't match any of my decorI ordered those two additional chairs under the impression that the sofa issues as I listed above were in the process of being resolvedThe refund they are offering isn't a resolution because I don't plan on doing business with Thomasville ever againThey have done nothing but given empty promises as they continue to doI have been more than patient and I now believe they lied to me about the fabric on my sofa because they made and error and didn't want to be absorb the cost to make it rightThe reviews negative reviews I've read are truthful, my only regret is that I didn't find how their lack of customer service and poorly quality furniture was until after I had made a purchase and began to experience problems with resolving issues at handThey state they will do a refund, but they want to refund back to the Thomaville CardThat's not an acceptable resolution