Thomasville Furniture

Randy and his crew are as good at there work as is possibleI know from experience how difficult it is to find, train, produce and retain good workers for demanding work such as tree removalSix members of Randy's team came to clean up a downed tree in my yardI can not supply any insight or advice to Randy as how to improve this crewThanks and a SALUTE for a great job by a great crew that I had the privilege to watch

Review: Good morning. Reference Thomasville order# [redacted] placed on 08/25/2013 with your [redacted] store. Sales rep [redacted] was a pleasure to work with. My main complaint (and I do have more to say about your service) is that I was quoted 6-8 week delivery, and the product is 7 weeks late, and I cannot get any answers at all. I have called the [redacted] store several times, and I can tell [redacted] wants to be helpful, but it is clear to me that the company does not have the procedural or systemic infrastructure to support their employees or their customers. [redacted] and I have spoken 4x+ in October and November, and I still do not have an estimated delivery date. This is unacceptable service, and is a breach of our agreement in August. The lack of communication and answers make working with this company impossible.

Please note that before filing this complaint this morning, I tried to call the customer service number ###-###-#### and was on hold from 9:24AM to 9:56AM. I disconnected the call without being able to reach anyone. The IVR system says to hit zero to leave a message, that does not work either. I called the corp office at ###-###-#### and spoke to [redacted] at the [redacted] customer service desk. I explained I was a Thomasville customer and while she tried to connect me to a live person, I was put back on the same line I was on for 30+ minutes earlier. In addition to slow service, the company should be aware of rude associates at their stores such as [redacted] had a poor attitude and stared at us while we worked with our preferred representative, [redacted] needs to be taken off the floor and away from customers. Her stare is meant, in my opinion, to intimidate customers -- very bad business....Desired Settlement: Being that I expected delivery in October, I have two options for resolution:

(1) Deliver my product before 12/24/2013 w/ the $400.00 applied discount [redacted] advised me that we would recieve for our trouble 11/27/2013

-OR-

(2) Cancel my order and refund the deposit in full

Please advise which I can expect ASAP as I understand this store's location is closing in 2 weeks.

Thank you,

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Reference to complaint ID [redacted].

The company contacted me directly. I am not sure if it was this Revdex.com complaint, the AG complaint, or my email to all their executives that enticed them to contact me. Once contacted I was satisfied with their resolution of canceling my order and returning the full deposit. While in that process, the store manager, [redacted], offered me a floor item on sale since their store was closing. I decided to take that item and I already received delivery. Note that the store manager was exc[redacted], and it is a shame Thomasville closed that store. I hope for their sake they retain her as an employee.