Thomasville Home Furnishings Mission Valley

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below' The business's response stating that the drawer flaw was on the inside and that is why it was not noticed is incorrectThe flaw was on the outside front burl finishWe called the store the day after delivery to tell them about the defect and were told to call back tomorrow because the salesclerk was not in We subsequently went to the store with photos of the defect and spoke with the clerk and the store manager They said any resolution would have to come from customer service and they would put in a request for the technician to come out and look at the drawer We waited almost days and never heard from customer service so we took the drawer into the storeThe salesclerk and store manager tried swapping out the drawer with one on the floor, but (and they agreed) the finish was considerably darker on our drawer and was not compatibleThey said they would put in another request to customer service to come out and examine the drawer Again, we never heard from customer service , so I called the store manager again She said she would personally contact Rene at customer service herself Unfortunately, we never heard from anybody again, so we called customer service ourselves several times and finally got a technician scheduled to come out to our home When the technician came out and examined the drawer he said he would recommend ordering a new console and we should hear back with approval in a couple of daysOf course we never heard anything We started contacting customer service and Rene said they had not heard back from Thomasville North Carolina and we should wait a couple more weeks She then suggested to replace the console with one from the San Marcos store We said that would be okay, but in the meantime she called and left a message that she wanted to have someone pick up the drawer and take it to their shop where another technician would look and see what he could do with it I was to call [redacted] and set up an appointment to have the drawer picked up I called as requested and left a message for [redacted] that that was not acceptable and we did not want them to take the drawer The next thing we know a technician shows up at our home to pick up the drawer We said no and decided to file a complaint with the Revdex.comThomasville never responded to the Revdex.com inquiries until now which seems to coincide with an additional complaint we filed with [redacted] who gave us a temporary credit for the cost of the console while they investigated A couple days ago customer service left a message saying they wanted to schedule a delivery date for a new console We called and said that would be okay, but we would need a letter stating that if the console had any defects we would be able to get a refundRene at customer service said she was done dealing with this and she was going to turn it back to the store manager for resolution and we should hear from her very soon We never did, except that they finally responded to the Revdex.com We called the store manager today to get a status update and she was adamant about scheduling a delivery dateWe said after we receive a letter saying that upon delivery of the console if there were any defects we would be able to get a refund then we would schedule a delivery date The store manager said she was going to have to talk to *** Regards, [redacted]

Thank You for your email letter of 9/23/concerning the service related to a recent media console purchase We agree that our usual high standards of our Products and Services should always be met Once the issue came to our attention in the Customer Service Department, we learned that the flaw that our Customer was concerned with was on the inside one of the drawers That is why this issue was not noticed upon inspection at delivery, and for several days after the delivery This led to our Service Technician going to the Customer’s home to inspect, and to make his recommendation /determination on a solution We first recommended our easiest fix; to try and replace his drawer with a drawer from the same unit on our Showroom floor model That did not work for our Customer due to a slight shade off on a color match Our next step was to pick up the drawer, and have the finished part of the inside of the drawer professionally repaired at our Distribution Center Our Customer at first agreed to this with Mrs., but a few days later were informed that Mrdecided to refuse this option Our only other option was to replace the entire piece We have now agreed to exchange, and our Customer was informed that new items should be arriving at our Warehouse the week of October 13th We will always appreciate feedback, and we are constantly aware of the assurances needed to maintain confidence and good will to all of our Customers We look forward to a smooth exchange appointment, and this issue should be resolved the week of October 13th

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I am very disappointed in Thomasville's response letter to my valid complaint The response was not only a generic response to a complaint but the few facts they mentioned were inaccurate and false
On June 1st I purchased eleven (11) pieces of furniture from Thomasville, one of which is the piece sectional I want a full refund on The "hour grace period" to cancel an order is not even in contention I did not want to cancel my order I wanted the couch in my home for many, many years However, the sectional began to deteriate within four months of delivery! The cushions were so bad that it started to cause back pains when you sat on the couch! Not only were the cushions defective but both sides of the couch had areas where the fabric had not been sewn together and the stuffing showed through!
I filed a complaint and Thomasville immediately ordered ALL NEW CUSHIONS FOR THE ENTIRE SECTIONAL In essence, "a re-selection" was authorized for a new couch After waiting another eight weeks for the new cushions they were delivered and the old ones removed I basically had a "New Couch"
Within two months the "new" cushions were in worse shape than the original ones I called the company and "***" came out AGAIN and took pictures again I told him it looked like the couch was years old and he agreed it looked bad Also nothing had been done about the sides of the couch where the stuffing was showing *** did not know why nothing had been done about that issue
I spoke (or attempted to speak to) the manager and the distribution center about wanting to return the sectional and receiving a full refund since their product was defective and not of good quality After seven (7) phone calls and messages to Thomasville they finally called me and offered me a "re-selection" of a new couch I refused the re-selection since I had already in essence had a "re-selection" with the new cushions *** offered me the opportunity to re-select a couch not only from Thomasville but from their other furniture store "WOODBRIDGE" I told here I had given them an opportunity to fix the original couch and that had failed miserably I did not trust their product and wanted a full refund If they allowed any "re-selection" from both of their stores it is obvious that they owe me a full refund
It has been almost one year since we ordered and received the couch and it has been "unusable" almost the entire time It hurts my back to sit on it and in fact has barely been used I have been more than patient with this company
Under the Federal Consumer Law and California Consumer Law I am entitled to a full refund on the sectional since "the goods were defective" Any and all return policies and warranties (implied or stated) are not pertinent in this situation because their product was not of satisfactory quality, it was faulty and was mis-represented to last for many years
My next step will be to write a demand letter to Ms*** ***, the President of Thomasville Furniture in North Carolina via registered mail
My final step will be to pursue this matter in small claims court
I thank the Better Business Bureaa for their assistance in trying to resolve this matter.
Sincerely,
*** ***

Customer *** purchased a special order sectional sofa on 03/09/They chose an all-white, velvet pattern fabric. Customers have hours to
cancel any Special Order. After that time period, Special Order items cannot be returned or refunded. The Customer made a down payment of $1,509.00.Items were received in our Distribution Center, and ready to schedule for delivery on 04/26/2014. The Customer has the opportunity to inspect, and either refuses the items at delivery, or accepts the delivery and allows us to Service any Service issues they may have with the pieces. The only exception noted at the time of delivery was to send service to fix minor blemishes. Customer signed for the sectional, and paid the COD amount of $In November of 2014, Customer called in another Service call reporting some kind of discoloration or dye transfer on their white velvet pattern seat casings. Our Service Techwent out to inspect and photograph the sofa in early December of 2014. The seat casings look to be dirty or stained. Service also noted that the Customer does have a dog. We wrote to our Thomasville factory to inquire about any previous problems with any defects on this particular fabric. The response was that they do not show that they have had any problems with this fabric in the past few years.
We asked to have two of the casings picked up so that we could have our upholsterer examine more closely. Our upholsters determined that the discoloration was showing up differently on the surfaces due to the nap of the white velvet pattern fabric, and that they were dirty and possibly some kind of dye or dirt transfer on the fabric, possibly from clothes, pets, or other fabrics coming in contact with the white sofa.
In trying to determine what was causing the discoloration, our Service spoke with Customer *** regarding cleaning and care of their sofa. They stated that they had not had their white sectional professionally cleaned, and have vacuumed or brushed their white sectional only once or twice since they received it back in April of We informed Customer that since the discoloration is on the seat and back casings, we could request replacement of all seat and back casings. Customer *** stated that they do not want this service. Customer does not want this fabric at all, and wants to return the sofa for a full refund. This is simply not possible on a Special Order pieceIn an effort to work further with Customer ***, our factory has suggested that we send one of the seat casings to the fabric mill to have the fabric studied under a microscope to help determine what is on the fabric to cause the discoloration. Customer *** has refused to allow this serviceCustomer *** has had the piece in their home, and has been using the piece since 04/26/Per our signed contract, no cancellations on special order items are permitted. We have, in good faith, accommodated every request; from the initial Sale, to sending our Service tech for Service. We are here to help the Consumer with the Manufacturer on any Service issues. Our Company has spent many resources to provide our Customer the best Service possible from the initial Sale, through the Delivery and through Customer Service. The furniture still remains in the Customer’s home. Cancellation of the order or refunding money in this situation is not possible or permitted. We will continue to offer and provide all service resources available and necessary in efforts to satisfy this Customer

To:
Revdex.com
4747 Viewridge Avenue #200
San Diego, CA 92123-6199
ATTN: [redacted]
Assigned ID: [redacted]
From:
Thomasville Home Furnishings
1389 Park Center...

Drive
Vista, CA 92081
MS [redacted],
We have received the information from the Revdex.com submitted by our Consumer MS 
[redacted]. MS [redacted] did order a custom 2 piece sectional on June 1st
contract at purchase, MS [redacted] had 72 hours grace period to cancel the order. After the 72 hours, 
cancellations are not permitted.
Thomasville Home Furnishings strives to provide the best service possible, and we are sorry to hear 
about any of our items requiring service of any kind. We are as responsive as possible working with 
our Vendors in getting any parts necessary to satisfy any Customer Service request. Unfortunately, MS 
[redacted] is refusing any Service, and is requesting to return the sectional for refund. Returns, or refunds, 
are not permitted on Special Order items.
Although we are not able to refund MS [redacted], and were not able to service the sectional to MS 
[redacted] full satisfaction, we were able to work with the Manufacturer to issue full credit for full 
reselection, at MS [redacted] request. 
We are here to help the Consumer with the manufacturer on any Service issues that may arise. We do 
not make the furniture. The Client has had the furniture in their home, and has used it for a period of 
time now. Our Company has spent many resources to order, track, receive, schedule delivery, provide 
in-home Service and provide warranty support. Refunding money in this situation on a custom special 
order item is not possible.
We thank MS [redacted] for her business, and look forward to supporting MS [redacted] with her reselection.

Thank You for your email letter of 9/23/14 concerning the service related to a recent media console purchase.  We agree that our usual high standards of our Products and Services should always be met. 
Once the issue came to our attention in the Customer Service Department, we...

learned that the flaw that our Customer was concerned with was on the inside one of the drawers.  That is why this issue was not noticed upon inspection at delivery, and for several days after the delivery.  This led to our Service Technician going to the Customer’s home to inspect, and to make his recommendation /determination on a solution.
We first recommended our easiest fix; to try and replace his drawer with a drawer from the same unit on our Showroom floor model.  That did not work for our Customer due to a slight shade off on a color match.  Our next step was to pick up the drawer, and have the finished part of the inside of the drawer professionally repaired at our Distribution Center.  Our Customer at first agreed to this with Mrs., but a few days later were informed that Mr. decided to refuse this option.
Our only other option was to replace the entire piece.  We have now agreed to exchange, and our Customer was informed that new items should be arriving at our Warehouse the week of October 13th.
We will always appreciate feedback, and we are constantly aware of the assurances needed to maintain confidence and good will to all of our Customers.  We look forward to a smooth exchange appointment, and this issue should be resolved the week of October 13th.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
'
The business's response stating that the drawer flaw was on the inside and that is why it was not noticed is incorrect. The flaw was on the outside front burl finish. We called the store the  day after delivery to tell them about the defect and were told to call back tomorrow because the salesclerk was not in.  We subsequently went to the store with photos of the defect and spoke with the clerk and the store manager.  They said any resolution would have to come from customer service and they would put in a request for the technician to come out and look at the drawer.  We waited almost 10 days and never heard from customer service so we took the drawer into the store. The salesclerk and store manager tried swapping out the drawer with one on the floor, but (and they agreed) the finish was considerably darker on our drawer and was not compatible. They said they would put in another request to customer service to come out and examine the drawer.  Again, we never heard from customer service , so I called the store manager again.  She said she would personally  contact Rene at customer service herself.  Unfortunately, we never heard from anybody again, so we called customer service ourselves several times and finally got a technician scheduled to come out to our home.  When the technician came out and examined the drawer he said he would recommend ordering a new console and we should hear back with approval in a couple of days. Of course we never heard anything.  We started contacting customer service and Rene said they had not heard back from Thomasville North Carolina and we should wait a couple more weeks.  She then suggested to replace the console with one from the San Marcos store.  We said that would be okay, but in the meantime she called and left a message that she wanted to have someone pick up the drawer and take it to their shop where another technician would look and see what he could do with it.  I was to call [redacted] and set up an appointment to have the drawer picked up.  I called as requested and left a message for [redacted] that that was not acceptable and we did not want them to take the drawer.  The next thing we know a technician shows up at our home to pick up  the drawer.  We said no and decided to file a complaint with the Revdex.com. Thomasville never responded to the Revdex.com inquiries until now which seems to coincide with an additional complaint we filed with [redacted] who gave us a temporary credit for the cost of the console while they investigated.  A couple days ago customer service left a message saying they wanted to schedule a delivery date for a new console.  We called and said that would be okay, but we would need a letter stating that if the console had any defects we would be able to get a refund. Rene at customer service said she was done dealing with this and she was going to turn it back to the store manager for resolution and we should hear from her very soon.  We never did, except that they finally responded to the Revdex.com.  We called the store manager today to get a status update and she was adamant about scheduling a delivery date. We said after we receive a letter saying that upon delivery of the console if there were any defects we would be able to get a refund then we would schedule a delivery date.  The store manager said she was going to have to talk to [redacted].
Regards,
[redacted]

Review: I am requesting a full refund for a sectional sofa that I purchased from Thomasville on June 1, 2013. I have been in contact with the company numerous times and have not heard back from them since May 12, 2014. Here is a brief timeline of my issue and why I am entitled to a full refund.--June 1, 2013 I order 11 pieces of furniture from Thomasville in San Diego.-August 16 2013 The furniture is delivered.-November 2013 The cushions on the sectional become very saggy and the fabric starts to bunch up. Both sides of the couch you can see the stuffing where the fabric does not meet.-December 6, 2013 I contact the store and tell them my concerns. They state they will send someone out to look at the sectional.-December 17, 2013 "[redacted]" comes out and takes pictures of the cushions and the sides of the couch. He states that new cushions will be ordered but doesn't know what the company will do with the sides of the couch.-February 15, 2014 New cushions are delivered.-April 17, 2014 The cushions are in worse shape than the originals. The couch looks like it is over 20 years old. I contact [redacted] at the store and tell her I want to return the couch.-April 24, 2014 "[redacted]" came and took more pictures. Said it looked bad. Didn't know why they hadn't fixed the sides of the sectional.-April 29, 2014 Store Manager "[redacted]" said she gave the pictures and my request to "[redacted]" at the distribution center and she would be contacting me.-May 8, 2014 Spoke to Manager "[redacted]" said I wanted my refund.-May 12, 2014 "[redacted]" from distribution center that I had been authorized for a "re-selection" on my couch. I told her I did not want another couch I wanted a full refund. She asked if I would like to choose a couch from Woodbridge Interiors. I told her no I don't trust their product. I want a full refund. She said she would have to talk to the head company back east and would let me know.-May 27, 2014 Left a message for [redacted]e. Still no word.-June 3, 2014 I filed thisDesired Settlement: The two piece sectional description, item number and cost is below.My Sales Order Number is [redacted] - Dated June 1, 2013#[redacted] --Mercei LA Loveseat --$1951.00#1801R27 --Mercei R/A Chaise ---$1498.00#26 -- Welted Pillows (2) -- $220.00Plus tax and delivery charge.Thank you.

Business

Response:

To:

Revdex.com

4747 Viewridge Avenue #200

San Diego, CA 92123-6199

ATTN: [redacted]

Assigned ID: [redacted]

From:

Thomasville Home Furnishings

1389 Park Center Drive

Vista, CA 92081

MS [redacted],

We have received the information from the Revdex.com submitted by our Consumer MS

[redacted]. MS [redacted] did order a custom 2 piece sectional on June 1st

contract at purchase, MS [redacted] had 72 hours grace period to cancel the order. After the 72 hours,

cancellations are not permitted.

Thomasville Home Furnishings strives to provide the best service possible, and we are sorry to hear

about any of our items requiring service of any kind. We are as responsive as possible working with

our Vendors in getting any parts necessary to satisfy any Customer Service request. Unfortunately, MS

[redacted] is refusing any Service, and is requesting to return the sectional for refund. Returns, or refunds,

are not permitted on Special Order items.

Although we are not able to refund MS [redacted], and were not able to service the sectional to MS

[redacted] full satisfaction, we were able to work with the Manufacturer to issue full credit for full

reselection, at MS [redacted] request.

We are here to help the Consumer with the manufacturer on any Service issues that may arise. We do

not make the furniture. The Client has had the furniture in their home, and has used it for a period of

time now. Our Company has spent many resources to order, track, receive, schedule delivery, provide

in-home Service and provide warranty support. Refunding money in this situation on a custom special

order item is not possible.

We thank MS [redacted] for her business, and look forward to supporting MS [redacted] with her reselection.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I am very disappointed in Thomasville's response letter to my valid complaint. The response was not only a generic response to a complaint but the few facts they mentioned were inaccurate and false.

Review: My wife & I purchased a $5,000 sectional sofa from Thomasville on 3/9/14. We were told that the Velvet fabric we purchased (was additional money) was the most durable fabric that would resist stains a would literally last for many many years. The sofa was custom made & delivered on 4/26/14. Around November of 2014 we noticed that the fabric looked discolored. We called Thomasville, the sent a tech out almost a MONTH later out to take pictures. They said they'd get back to us. On 1/15/15 they asked to pick up the casings to the cushions so they can see them. They have returned the casings and now suggest they recover the cushions. The problem with the fabric is more than just the cushions. Even the fabric underneath the cushions has changed color. They have implied that maybe we did something to the fabric such as scotch guarded it but we have not done anything but vacuum and use a lint brush on the sofa. They continue to drag this out. I even contacted Thomasville Corporate in North Carolina and they said they would look into it. My wife & I walked into the local store to speak to the salesperson & her manager about this a week ago. They assured us that they have been in contact with Thomasville Corp in NC in regards to this. Seems like nobody wants to take responsibility for the DEFECTIVE FABRIC. This is a MAJOR purchase that in just 8 months of owning the furniture has proven to be defective. My wife & I can no longer sit by patiently waiting for their ridiculous suggestions of recovering or whatever else they will throw by us. We want them to pick up the sectional & issue a FULL REFUND.Desired Settlement: We would like Thomasville to pick up the defective sectional & issue a FULL REFUND via check since we've already paid our American Express charge for the item last year.

Business

Response:

Customer [redacted] purchased a special order sectional sofa on 03/09/2014. They chose an all-white, velvet pattern fabric. Customers have 72 hours to cancel any Special Order. After that time period, Special Order items cannot be returned or refunded. The Customer made a down payment of $1,509.00.Items were received in our Distribution Center, and ready to schedule for delivery on 04/26/2014. The Customer has the opportunity to inspect, and either refuses the items at delivery, or accepts the delivery and allows us to Service any Service issues they may have with the pieces. The only exception noted at the time of delivery was to send service to fix minor blemishes. Customer signed for the sectional, and paid the COD amount of $3521.68.In November of 2014, Customer called in another Service call reporting some kind of discoloration or dye transfer on their white velvet pattern seat casings. Our Service Tech. went out to inspect and photograph the sofa in early December of 2014. The seat casings look to be dirty or stained. Service also noted that the Customer does have a dog. We wrote to our Thomasville factory to inquire about any previous problems with any defects on this particular fabric. The response was that they do not show that they have had any problems with this fabric in the past few years. We asked to have two of the casings picked up so that we could have our upholsterer examine more closely. Our upholsters determined that the discoloration was showing up differently on the surfaces due to the nap of the white velvet pattern fabric, and that they were dirty and possibly some kind of dye or dirt transfer on the fabric, possibly from clothes, pets, or other fabrics coming in contact with the white sofa. In trying to determine what was causing the discoloration, our Service spoke with Customer [redacted] regarding cleaning and care of their sofa. They stated that they had not had their white sectional professionally cleaned, and have vacuumed or brushed their white sectional only once or twice since they received it back in April of 2014.We informed Customer that since the discoloration is on the seat and back casings, we could request replacement of all seat and back casings. Customer [redacted] stated that they do not want this service. Customer does not want this fabric at all, and wants to return the sofa for a full refund. This is simply not possible on a Special Order piece.In an effort to work further with Customer [redacted], our factory has suggested that we send one of the seat casings to the fabric mill to have the fabric studied under a microscope to help determine what is on the fabric to cause the discoloration. Customer [redacted] has refused to allow this service.Customer [redacted] has had the piece in their home, and has been using the piece since 04/26/2014. Per our signed contract, no cancellations on special order items are permitted. We have, in good faith, accommodated every request; from the initial Sale, to sending our Service tech for Service. We are here to help the Consumer with the Manufacturer on any Service issues. Our Company has spent many resources to provide our Customer the best Service possible from the initial Sale, through the Delivery and through Customer Service. The furniture still remains in the Customer’s home. Cancellation of the order or refunding money in this situation is not possible or permitted. We will continue to offer and provide all service resources available and necessary in efforts to satisfy this Customer.

Review: We purchased a television console on June 21, 2014 which was deliviered to our home on July 16, 2014. After delivery we noticed one of the drawers had a defect. We contacted the store and subsequently met with the salesperson and the store manager on July 18, 2014. We showed them a photo of the defective drawer to which they agreed had a manufacturing defect. They said they would have the furniture repair technician come out to our house with a drawer from the floor display and see if it could be used as a replacement. Unfortunately, he never showed up. After waiting a couple weeks without hearing from anyone we returned to the store with the defective drawer and the manager and salesperson tried to switch out the drawer with the floor display themselves. However, the finish on our drawer was much darker and we were unable to use the display drawer. At that time the store manager said they would have to turn the case over to their customer service dept. We waited to hear from [redacted] at customer service for several weeks but never did. I called the store manager back and told her we are having trouble making contact with customer service. She said she would call them herself, and we should hear from them very soon. After another week of waiting to hear from customer service we finally spoke with [redacted], who set up an appointment for Ian to come to our house and evaluate the drawer defect. He came out on August 8 and examined the drawer after which he recommended that a new console be ordered. He said we would hear from them the following week after the approval to reorder the console was given. We waited two weeks and never heard anything, so on August 21 we contacted [redacted] at customer service and she said they had not yet heard from Thomasville North Carolina for the approval. She said they were very backlogged and to give them a couple more weeks. We feel like we are now just getting the run around and would like this matter resolved.Desired Settlement: We would like the store to take back the television console and give us a full refund including delivery charges.

Business

Response:

Thank You for your email letter of 9/23/14 concerning the service related to a recent media console purchase. We agree that our usual high standards of our Products and Services should always be met.

Once the issue came to our attention in the Customer Service Department, we learned that the flaw that our Customer was concerned with was on the inside one of the drawers. That is why this issue was not noticed upon inspection at delivery, and for several days after the delivery. This led to our Service Technician going to the Customer’s home to inspect, and to make his recommendation /determination on a solution.

We first recommended our easiest fix; to try and replace his drawer with a drawer from the same unit on our Showroom floor model. That did not work for our Customer due to a slight shade off on a color match. Our next step was to pick up the drawer, and have the finished part of the inside of the drawer professionally repaired at our Distribution Center. Our Customer at first agreed to this with Mrs., but a few days later were informed that Mr. decided to refuse this option.

Our only other option was to replace the entire piece. We have now agreed to exchange, and our Customer was informed that new items should be arriving at our Warehouse the week of October 13th.

We will always appreciate feedback, and we are constantly aware of the assurances needed to maintain confidence and good will to all of our Customers. We look forward to a smooth exchange appointment, and this issue should be resolved the week of October 13th.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

'

The business's response stating that the drawer flaw was on the inside and that is why it was not noticed is incorrect. The flaw was on the outside front burl finish. We called the store the day after delivery to tell them about the defect and were told to call back tomorrow because the salesclerk was not in. We subsequently went to the store with photos of the defect and spoke with the clerk and the store manager. They said any resolution would have to come from customer service and they would put in a request for the technician to come out and look at the drawer. We waited almost 10 days and never heard from customer service so we took the drawer into the store. The salesclerk and store manager tried swapping out the drawer with one on the floor, but (and they agreed) the finish was considerably darker on our drawer and was not compatible. They said they would put in another request to customer service to come out and examine the drawer. Again, we never heard from customer service , so I called the store manager again. She said she would personally contact Rene at customer service herself. Unfortunately, we never heard from anybody again, so we called customer service ourselves several times and finally got a technician scheduled to come out to our home. When the technician came out and examined the drawer he said he would recommend ordering a new console and we should hear back with approval in a couple of days. Of course we never heard anything. We started contacting customer service and Rene said they had not heard back from Thomasville North Carolina and we should wait a couple more weeks. She then suggested to replace the console with one from the San Marcos store. We said that would be okay, but in the meantime she called and left a message that she wanted to have someone pick up the drawer and take it to their shop where another technician would look and see what he could do with it. I was to call [redacted] and set up an appointment to have the drawer picked up. I called as requested and left a message for [redacted] that that was not acceptable and we did not want them to take the drawer. The next thing we know a technician shows up at our home to pick up the drawer. We said no and decided to file a complaint with the Revdex.com. Thomasville never responded to the Revdex.com inquiries until now which seems to coincide with an additional complaint we filed with [redacted] who gave us a temporary credit for the cost of the console while they investigated. A couple days ago customer service left a message saying they wanted to schedule a delivery date for a new console. We called and said that would be okay, but we would need a letter stating that if the console had any defects we would be able to get a refund. Rene at customer service said she was done dealing with this and she was going to turn it back to the store manager for resolution and we should hear from her very soon. We never did, except that they finally responded to the Revdex.com. We called the store manager today to get a status update and she was adamant about scheduling a delivery date. We said after we receive a letter saying that upon delivery of the console if there were any defects we would be able to get a refund then we would schedule a delivery date. The store manager said she was going to have to talk to [redacted].