Thomasville Home Furnishings of New Jersey

Complaint: ***
I am rejecting this response because: The recliner is still not functioning properly. I invite anyone to come to my home and try it for yourself. The manufacturer did not honor the warranty...they must repair or replace...neither has been done. The onus is on the Revdex.com to make customers aware. I am done here because I just don't have the time or the patience for this. If the Revdex.com does not see the problem here then the Revdex.com's integrity is questionable and therefore not a reliable source. I know I will never buy another Thomasville product nor will I ever step foot in Home Furnishings of Paramus. I was just trying to make other consumers aware....Good luck!
Regards,
*** ***

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 responseI do not accept Thomasville’s responseComplaint: ***
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 chosenAlso 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,
*** ***

Also, we can refer the customer to ** *** we have used this company in the past and the number is *** and she can ask for ***If you need any other information, please let me know

We are an authorized dealer for Thomasville and abide by their warranty, which has procedures, such as processing claims and following their dispositions. In order for us to process a claim, we require photos, which the photos we received did not show the issue and the manufacturer could not make a decision on how to proceed based on what we sent. We had our team go out and take the photos, processed claim, waited for authorization, had to order the parts. This all takes time, sometimes longer than we expect
We did repair the customer' recliner. I received the report on 5/that all was completed, with customer signature. I spoke with the technician, he stated the customer did try the recliner several times and all is good. Service is complete
?

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: ***
I am rejecting this response because: Yes, I spoke with *** and *** regarding the repair of our sofaThey cannot give me clear instructions as to what they will actually do with our sofaUntil specific written information is given to me, (i.ewhere is it being delivered to; what is the timeframe involved; what exactly are they going to do with the fabric; what kind of loaner are they going to give me) I cannot release the sofa.
As far as the chairs, they are no where close to what we sat in at their store locations in Langhorne, PA and Lawrenceville (Princeton), NJThey measured the chairs two (2) different times; the second time they measured them differently than the firstYou can feel the frame of the chairs--the padding is awfulWe are really ready to just bring them to the store and leave them on their walkway that is how disgusted we are with the poor quality and size of these chairs
Regards,
*** ***

Complaint: [redacted]
I am rejecting this response because it is not accurate and missing a lot of detail.  The warranty is to repair or replace.  I contacted Thomasville in January 2014 because the recliner they sold me had a manufacturers defect.  It was missing the springs that prevent the chair from tipping over.  On January 16, "they" sent two employees from Thomasville to my home to take pictures.  I did not send them pictures as they state.  I did not hear from anyone after that.  I contacted them again in February and was told that they closed the claim because the pictures were blurry.  Nobody contacted me to tell me they closed my claim.  I reopened it again and again, they sent an employee to my home on February 8th to take more pictures.  Pictures of what?  The chair had no springs...they want pictures of no springs?  Again, I did not hear from them.  I waited one month and contacted them again.  They gave me no explanation as to why I hadn't heard from them.  They sent another employee again to my home on March 15 to take more pictures.  That employee filled out a report stating the chair had a definite manufacturers defect and needed repair.  The technician, [redacted], handed in the report on Monday, March 17 (I know this because I called him to ask if he gave them the report and he told me he did that day).  A week went by and I did not hear from anyone so I emailed [redacted], their customer service rep.  She sent me an email on March 28 telling me that she just got the report that day and that she ordered the parts and it would take four weeks.  This was an outright lie because she got the report two weeks prior.  Anyhow, I waited four weeks and contacted her again on April 28.  She sent me an email telling me that she still didn't have the part and it would take another few weeks.  That's when I contacted the store manager,  [redacted], and told him that they obviously cannot repair the chair and therefore they have to replace it with a new one.  I told him if he did not resolve this matter I would take them to court.  All of a sudden, that day, [redacted] emailed me that the part was in and the technician would be calling me to do the repair.  The technician came on May 6 to repair the chair.  The end result is that the chair is still not working properly.  Anyone weighing over 110 pounds cannot recline in the chair because their weight will tip the chair over.  It took 5 months and a threat to sue to get them to honor the warranty and they still have not honored their manufacturers warranty.  You are the Revdex.com and it is your duty to inform the public to be aware when shopping at Home Furnishings of Paramus that they are not a reputable company.
Regards,
[redacted]

I spoke with [redacted] in our delivery department and was told this morning that Ms. [redacted] wants to know what the manufacturer is going to do with the sofa.  I will contact her, however, the piece is going to be re-manufactured.  I do not know exactly what the factory will do to repair the...

piece.  We are an authorized dealer for Thomasville and must abide by their warranty.  The warranty is first to repair and if the manufacturer feels that they cannot repair the piece, then they will replace.  Ms. [redacted] has been speaking with our store manager in reference to trying to schedule the repair.
In reference to the chairs, [redacted] and [redacted] both went to the customer's home to inspect the chairs.  They measured the chairs in height and width, depth.  They opened both the chairs and they found that they were up to manufacturing standards and specifications.  As per [redacted], the customer did try the chair that was on showroom floor at the time of purchase.  This is the Donovan recliner and the one the customer selected.  The only difference between the one that was on the showroom floor and the ones that the customer received, is the showroom model was in leather, the customer's was ordered in fabric.  This, however, does not change the specifications of the piece.
I will be contacting the customer to try to answer her questions.

Review: I order a dinning room furniture worth $13000.00 from Thomasville (Woodbridge,NJ) in December 2013.Everything except the China was delivered(March,2014) in good condition.

The San Martino China about $4000.00 was delivered as damaged and I called Thomasville and after a month of chase they finally agreed to replace the china with new one as I did not want to get the item fixed as it could break again and I did not pay $4000(approx) for a defective piece.The new china was delivered after 2 months or so and the old china was taken back.The new piece has problem with the doors and I made a complaint same day and I got a call back they will order new doors for china.I get a call after 1.5 month that they order a new china instead and they will replace the current one.They come for delivery on 11/1/2014 and it is the same china old in shabby condition that they delivered the very first time in March,2013.I have declined the delivery.

I had told the salesman [redacted] and store manager [redacted] very clearly I will not accept broken/refurbished pieces at the time of purchase in Dec 2013.But they are trying to give a defective piece and charging me full price.This whole episode is going on for last 6-7 months.Desired Settlement: Deliver China in BRAND NEW CONDITION with proof that its a new piece ordered from factory and refund me 50% cost of china as a penalty for making me going through this hell for last 6-7 months of torture.

Revdex.com - I will appreciate your help on this matter.

Business

Response:

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, 11/8.

Review: I purchased 10 Thomasville dining room chairs at a cost of $622 to $704 per chair (total of $6,706) in late 2013. Within the first couple of months, the arms and legs of the chairs became loose and wobbly. I filed a warranty claim and in 2014, Thomasville sent a repair person to repair the chairs under the warranty. The following year, 2015, the arms and legs again became loose and wobbly-- same problem as in 2014. When I filed a warranty claim for the same exact issue that Thomasville had covered in 2014, they rejected the warranty claim in 2015 and asserted that the legs and arms becoming loose and wobbly every single year is part of "normal usage" and that repairing the legs and arms was not covered by the warranty and that I should expect to repair the legs and arms every year, but at my own expense. When I said that no furniture, especially not chairs costing over $600 per chair, requires an annual repair every single year as a result of normal usage, the Thomasville customer service representative sent me an email saying that she would refuse to have an further correspondence with me about this matter.Desired Settlement: The dining room chairs that I purchased are defective because within the first few months the arms and legs became loose and wobbly, and after a repair, they became wobbly again the following year. I would like to exchange these chairs for a new set of chairs, in the hope that the replacement Thomasville chairs will not share the same defect. In addition, the 3 year warranty for the new replacement chairs should start upon receipt of these new replacement chairs and I should not be penalized by having utilized the first two years of my three year warranty coverage on chairs that were apparently defective from the start.

Business

Response:

Our customer received the original delivery of their chiars on 8/16/2013. In mid February of 2014 the consumer contacted us in regards to the chairs needing service ( chairs needed to be tightened ) the service was approved and completed April of 2014. On May 26th 2015 the customer called in again requesting service of the chairs, we submitted the request/claim to the manufacture and the claim was denied. This was considered normal usage, it is not uncommon for chiars to loosen when they are used frequently or over time. We did advise the customer via phone on how to tighten the chiars. After that conversation the consumer requested our corporate offices number to escalte the situation which they reiterated what was communicated originally, normal usage.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: It is factually incorrect. The more senior corporate level did not agree this was normal usage. In fact, they disagreed and said this problem with the chairs should not have occurred and is not to be considered part of normal usage. The more senior corporate level is currently in the process of finding a solution to this problem, which they acknowledge is NOT a result of normal usage. Thankfully, although the local NJ customer service rep took the unreasonable position that chairs are supposed to become loose and wobbly every single year of use, the more senior Thomasville customer service reps seem to have a more normal perspective, that in fact chairs normally used do not become wobbly every year. The problem is not yet fully resolved at the senior Thomasville level, but they seem to be working on it-- unlike the local NJ customer service rep who is completely unhelpful and unreasonable.

Regards,

Business

Response:

Thomasville Corporate office re opened the consumers claim. The customers concerns were addressed and service was complete on 8/3/15.

Best regards,

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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: This complaint is against Thomasville store in Paramus NJ and its service center in Edison NJ.

I have purchase a dining room set on Black Friday 2014 for over $10,000. The sales person, [redacted] pushed for a floor sample, upon inspection of the floor sample in their showroom, I found that the dining room table leg has a missing paint section. I was told that I will get a different set which is stored in their warehouse. It will be "like new" condition with same warranty applies to new furniture. They even pushed to sell me the extended warranty at the time. Upon delivery, I have found that the china cabinet light is not working, cabinet paint needs touch up, one glass shelf scratched badly, table top dented, scratched, all 6 chair backs have crack and split wood marks, one chair was carelessly touched up by black Sharpe pen on a wood tone surface. All these flaws were documented on delivery paper and pictures were taken by both parties.

After nearly one month of back and forth phone calls between myself, the store and service center, Thomasville replace the table, touched up the cabinet, replace the light control module. The repair technician told me that he can not repair the crack and split wood on the chairs and he can not touch up the Sharpe pen mark either. These chairs have to be replaced in his words. Since then, Thomasville refused to replace the glass shelf and the chairs. For twice the service center supervisor [redacted] even refuses to accept there is warranty existed on the furniture I purchased. The first time, the sales person [redacted] corrected her, the second time, she basically blew me off. I even went back to the store with the pictures; all sales persons in the stores saw the pictures and agreed these chair quality is not acceptable. I have given them three months to get it right, in the last attempt I asked for the two options from the store manager [redacted] one for paying the difference to purchase six new chairs and return the six I have; or refund me the six chairs in purchase price. For the first option, I will have to pay additional $1500 for the chairs which I should get in the first place. The second option rejected by the store manager [redacted] At this moment, I don’t think it be pleasant to pay another $1500 to deal with Thomasville. I am considering legal action against Thomasville in Small Claim Court in Hackensack, NJ. I am also contacting local TV stations to expose Thomasville's practice.Desired Settlement: I am sick and tired of been treated by Thomasville like that. Before I only asked for replacing 6 chairs, now, I demand Thomasville to take everything back and refund me the purchase price.

Business

Response:

Order is under [redacted] 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, etc. on 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 [redacted] I explained we will not to anything further in this matter.Now [redacted] has issues with the chairs, some more issues with the china. [redacted] is looking for brand new pieces. I explained to [redacted] 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 [redacted] 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 [redacted] 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.

Consumer

Response:

Review: [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,

Business

Response:

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.

Review: Ordered a very expensive dining room set. Upon delivery they slammed all the furniture around. Glass doors slammed. Table etc. after they left I noticed discoloration and scratches on the corner of the table. I had looked all over it but I overlooked it! I called sales at the store. The creepy sales man referred me to their distribution center. He warned me to run after them and relate what happened. Excuse me but I just spent $$$$$$ at your store. But I did call 2 x and did not receive a call back. The following day I handed this problem to my husband who again left a message no call back. He then called the sales associate. Who called the delivery warehouse and asked us for pictures. We sent them immediately. a week latter still nothing...no reply. So my husband called again and they argued with him it's our fault!! I am fuming. So again my husband called three times the sales rep still no reply. This isn't over. I want them to take the whole thing back or send a brand new table. I have never been treated so disrespectfully. Something needs to be done about Thomasville! How r they getting away with ripping the consumer off and shoddy customer service?????Desired Settlement: Replacement of table or take the whole dining room back and want a full refund.

Business

Response:

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 [redacted] 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. [redacted] said he will discuss with his wife.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Review: [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,

Review: I purchased a recliner from Home Furnishings of Paramus which has a manufacturer's defect. The recliner is missing the springs which creates the stop limit so the chair doesn't recline all the way back and tip over. The manufacturers warranty states they must either repair or replace the item. I contacted the retailer in January 2014. They told me they would repair it. However, they cannot get the part. Therefore, they have to replace the chair. As of April 30 2014 they have not honored their warranty. At this point, I am getting the run around from them.Desired Settlement: Replace the recliner with a new one.

Business

Response:

Our warranty is to repair. After receiving the information on the defect, customer was asked to send in photos, which we received and processed a claim with the manufacturer. The manufacturer replied back stating that the photos taken really did not show an issue and we had to send out a technician for photos and report.

On 3/28, we received the technicians report and I informed Ms. [redacted] via e—mail, that we had to order parts, as per the manufacturer, to repair. We did inform Ms. [redacted] that the parts will be about 4 weeks or so for us to receive. I received an e-mail on 4/ 28 from Ms. [redacted] and replied back that the manufacturer was sending the pads and it would be another week or so.

I e-mailed Ms. [redacted] this morning, at 10:40 am, stating that we just received the parts and your technician would be calling her within 2 — 3 business days to set up the service.

Review: We purchased Ella Sofa which was delivered on November 27,2012 at about 10:45 AM. WE noticed a defect/change in the fabric at different areas of the sofa a few months back and it is spreading. We brought to the attention of the sales person on November 8, 2012 at the Thomasville store in Eatontown where we bought the sofa. She advised us to contact [redacted] via email along with the pictures of the sofa, tag and identifying the damage. We sent the required information to Ms.[redacted] on November 9, 2013. The manufacturer warranty provides "remedy all defects in its product for a prior of one year following the date purchaser received the furniture". This was confirmed by the sales person that the sofa was still under the warranty.We had a few exchange of emails. She claimed that "there has been no comments or issues with this fabric" and "this is not a manufacturing defect". When we pointed out that this determination was made without inspection, she suggested to call customer service at [redacted]. We contacted at this # and spoke to [redacted] yesterday. This morning she called back and said "this is something else and not defect". On pressing she said this is mildew. Please note that the sofa is in our formal living area which does not have a daily use and our home does not have any mildew issue.Our home is professionally cleaned every week. This whole process is very frustrating. They are not abiding by the warranty of one year. They made determination without inspection and are shirking their responsibility. Upon your request we will email all the supporting documents and exchange of emails.Desired Settlement: The fabric on the sofa needs to be replaced.

Business

Response:

To whom it may concern: We received an e-mail from Mr. [redacted] on 11/11/13 with above photos, stating that there was something coming through the fabric. We sent the photos to Thomasville's Corporate Headquaters asking if there were any issues with the fabric that is on this piece. We received word stating that there were no comments, complaints or issues with this fabric. Since the issue was not a manufacturing defect, the claim was denied. Also, there was a repair done on the sofa on 12/2012 for the front arm panel. The repair was completed to the customer's satisfaction and there was no issue with the fabric at that time. Also, after this complaint, the customer just purchased more items as recent as 12/2013. If you should need any more information , please let me know.

Consumer

Response:

Review: [redacted]

We are rejecting this response because:

1 Upon the delivery of the sofa there was a fold in the fabric which was corrected by the vendor at our home in December 2012. This was a brand new sofa just delivered. One cannot have problem with the fabric for a brand new furniture. Subsequently after a few months we found discoloration of the fabric and we reported it to the vendor. We never reported "something coming through the fabric".

2 Yes we did purchase another piece of furniture in December 2013 through the vendor because we consider Thomasville to be a reputable store. This has nothing to do with discoloration of sofa fabric.

3 We cannot accept the comments from their headquarters that "there is no complaint or issue with this fabric". Their argument is not valid. Clearly we do have a problem. They cannot ignore one customer's issue on the base of others.

4 Without inspecting the sofa, how can they justify that that there is no problem.

Regards,

Business

Response:

I received a letter from your organization that was sent to one of our stores, which was not received by our customer service department in reference to iD# [redacted], customer [redacted].

I believe that I did reply on the website a while ago, but wanted to answer this letter, just in case you did not receive the information or our customer contacted you again.

Mr. [redacted] contacted our department 11/27/12 in reference to a front panel on the arm which was loose. Mr.. [redacted] refused service, however, accepted the repair, (our warranty is to repair first and it repair was not acceptable, then we would replace). The work was completed and signature was on the tech report stated satisfaction.

On 11/11/13, Mr. [redacted] contacted our department stating that there was "muddy" areas on the fabric, which the state was coming through the fabric, (photos customer sent below).

We check the service on 12/12 and there was no issue with the fabric. I sent a claim to the manufacturer and they stated that there has not been any issues with the fabric and the claim was denied since this is not a manufacturing issue.

The [redacted]'s were informed of this on 11/13/13.

If you need any other information, please let me know.

Review: The sales people in the Princeton, NJ store were rude and not helpful. We have an issue with a Thomasville bed and I was looking for some guidance.

I sent this email to the cutomer service email on the Thomasville site, and have not received any response:

I am writing to let you know about an experience I had in your Princeton, NJ store. I wish I could say it was positive, since I love your furniture, and own the Irving Park bedroom set. I was the only person in the store and was treated very rudely. I went in to explain that we moved into a new house and that our Irving Park 4 post queen bed could not get up our stairs. We popped the caps off of the frame and removed the screws, but the posts would not come off. I was very disappointed because the collection is beautiful. When I went to the store to inquire about this, they told me that the pieces were glued together and that I would have to hit the furniture with a hammer to get the glue to break apart. I don't know about you, but I am certainly not going to take a hammer to my bed that cost a few thousand dollars. I am not comfortable with doing that to our beautiful bed and asked what would happen if we damaged it doing this. I was basically told that I was going to be stuck with it. I then asked if they knew anyone in the area who could help us figure out how to get this apart to get up the stairs and they told me no. I also asked if they would be able to do anything to help us out with choosing a new bed that could fit and working with us on that since we are a repeat customer. Again, the answer was no.

I then mentioned that since we are not able to get the queen bed up the stairs with the posts, we were thinking about possibly looking into a king bed without the posts. I was discouraged from this and told that I was basically crazy to think that a king bed (even without posts) would get up my stairs (even though these people have never been to my house). I asked to see some beds that could compliment the Irving park collection, since I was told that was discontinued, but they kept discouraging me from looking at king beds. I find it hard to believe that Thomasville wouldn't want business, but that is exactly how the lady and gentleman made me feel.

I realize that I may not have been all dressed up like customers they may regularly see, but I am still a customer nonetheless, and deserve to be treated as one. I have to say, that I will never be going into that store again after how I was talked to and treated yesterday. They made me feel as if I was wasting their time, when I was the only customer in the store!

If there is anything that you might be able to do to help me with this situation, I would greatly appreciate it. I am trying to locate a King size sleigh bed in the Irving park collection, but haven't been having any luck. Again, anything would be very much appreciated.Desired Settlement: I would like to exchange our queen size 4 post bed (since it will not fit up the stairs in our new home) with a King Size sleigh bed. I am happy to pay the difference in cost. Since the posts do not come off of the head and foot board, we can no longer use the bed.

Business

Response:

Also, we can refer the customer to [redacted] we have used this company in the past and the number is [redacted] and she can ask for [redacted]If you need any other information, please let me know.

Review: The delivery of our merchandise was not delivered within the time frame it was promised.Our sofa arrived with several "oil" spots and there are "wrinkles" all over the seats, back, and skirt of the sofa.The recliner chairs are shorter than what we sat in when we visited the store and the padding on the arms of the chair, the overall comfort, and seat cushion cannot compare to the one we sat on that was on display in the store. For months and months it was difficult to get someone to come out and examine these problems and it is approaching one year and there is no resolution to our problem. The quality and workmanship of the merchandise we received is not the quality of the merchandise we examined before purchasing it.Desired Settlement: To return our furniture and refund our money.

Business

Response:

I spoke with [redacted] in our delivery department and was told this morning that Ms. [redacted] wants to know what the manufacturer is going to do with the sofa. I will contact her, however, the piece is going to be re-manufactured. I do not know exactly what the factory will do to repair the piece. We are an authorized dealer for Thomasville and must abide by their warranty. The warranty is first to repair and if the manufacturer feels that they cannot repair the piece, then they will replace. Ms. [redacted] has been speaking with our store manager in reference to trying to schedule the repair.

In reference to the chairs, [redacted] and [redacted] both went to the customer's home to inspect the chairs. They measured the chairs in height and width, depth. They opened both the chairs and they found that they were up to manufacturing standards and specifications. As per [redacted], the customer did try the chair that was on showroom floor at the time of purchase. This is the Donovan recliner and the one the customer selected. The only difference between the one that was on the showroom floor and the ones that the customer received, is the showroom model was in leather, the customer's was ordered in fabric. This, however, does not change the specifications of the piece.

I will be contacting the customer to try to answer her questions.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: Yes, I spoke with [redacted] and [redacted] regarding the repair of our sofa. They cannot give me clear instructions as to what they will actually do with our sofa. Until specific written information is given to me, (i.e. where is it being delivered to; what is the timeframe involved; what exactly are they going to do with the fabric; what kind of loaner are they going to give me) I cannot release the sofa.

As far as the chairs, they are no where close to what we sat in at their store locations in Langhorne, PA and Lawrenceville (Princeton), NJ. They measured the chairs two (2) different times; the second time they measured them differently than the first. You can feel the frame of the chairs--the padding is awful. We are really ready to just bring them to the store and leave them on their walkway that is how disgusted we are with the poor quality and size of these chairs.

Regards,

Business

Response:

I have had a conversation with Ms. [redacted] and had the same conversation today, we cannot tell her exactly what will be done with the sofa since we are not upholsterers, but the sofa is going back to the factory in North Carolina to be re-manufactured and it will be done up to manufacturing standards. I informed her then and now that it usually takes 4 – 6 weeks for us to receive the goods back from the factory.

Ms. [redacted] did not schedule because this was not in writing to her, (which was not asked of). I have sent her an e-mail with such information and she stated that she will call back today to schedule.

If you need any more information, please let me know.

Sincerely,

Customer Service Supervisor

Review: During the past 7 years, we have purchased living room, dining room and bedroom furniture totaling $30,000.00 from Thomasville Furniture (the store-a dealer) in East Hanover, NJ. Our bedroom furniture and living room furniture arrived damaged. We notified the store and they sent a technician who said it was distressed wood. We took the word of the technician at that time. We subsequently ordered a living room set which also arrived damaged. There was a stain on the coffee table, pieces laminate coming off of the side of the media center and strips of laminate around the coffee tables were cracked and bubbling.

We notified the store and they only replaced the coffee table with another damaged coffee table which we refused. They did not address the end tables or the media center which they said was our fault. The owner of the store, [redacted], refused to answer our calls and when we did speak to him he was arrogant and blamed the quality on Thomasville Furniture Corporate. We then contacted Thomasville Corporate, [redacted], [redacted], assistant to the president, [redacted]. We sent pictures at [redacted] request, of our furniture and they determined that the furniture was in fact received damaged. At present, after numerous phone calls, nothing has been done to address our problem. Upon reading Thomasville Furniture website, there appears to be numerous complaints about the quality of Thomasville Furniture.Desired Settlement: We would like the media center, the coffee table and the two round end tables replaced.

Review: Ordered chair 8/13/13 chair delivered beginning of November 2013; called with complaint re: product defects Jan 17, 2014 (was painting when chair delivered so covered it and did not uncover and place until early 2014). Seat cushion goes totally flat when you sit on it; stripes do not align on chair to binding and/or seat cushion to chair; material is gathered seat cushion zipper; open staples under chair; fabric under chair has gaps. Very poor quality. I called Thomasville customer service and they offered a full refund and said they would pick up the chair. When they heard it was the Princeton store they said Princeton is a distributor store so I had to work with the distributor customer service. After several months of requesting more and more pictures and me escalating - or trying to escalate - within distributor customer service (only to be referred back to the second person I spoke to), they offered to replace the seat cushion although that could not possibly address the defects of the chair. I attempted to resolve this through the end of May 2014 and they never made an acceptable offer. The last request they made was for me to cut a piece of the fabric off the chair and send it to them! I refused because there was no way to do that without damaging the chair. It was apparent they were indifferent that they delivered a defective product and I was not satisfied. I paid $1000 for this chair. It sits in a corner because the quality is so poor. No one sits on it because it is so uncomfortable. I am sure they want me to let this go, but it is too much money to just let it go. I deserve a full refund. The Princeton Thomasvile distributor store and Distrubutor customer service have been terrible to work with compared to a Thomasville direct store/customer service. They should lose their franchise to sell Thomasville as the service they deliver damages the brand. I am very disappointed. They could not have handled this any worse.Desired Settlement: I want a full refund and they can take the chair back -- just as the customer service rep from Thomasville direct offered. I want what Thomasville offered me. If Thomasville direct offered that solution, the distributor could offer the same. It is disgraceful that this distributor can damage the Thomasville brand and treat a client so poorly. I paid for a quality product and if they could not deliver one they should refund my money and take back the chair. Thomasville would have addressed this in one call. The Princeton store is supposed to represent Thomasville and after 5 months, more than 40 pictures, and numerous calls they still have not made a fair offer. I deserve a full refund.

Business

Response:

Customer received delivery 10/8/13 of her 1612-15 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 1/23/14 and processed a claim with the manufacturer on how to proceed. We usually receive some disposition within 7 - 14 business days from the manufacturer. They did reply later than the 14 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.

Consumer

Response:

Review: [redacted]

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.Review: [redacted]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 issue. There would be no way for them to match the stripes replacing only the cushion. This is a $1000 chair , not a $10 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,

Business

Response:

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.

Business

Response:

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.

Consumer

Response:

Review: [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,

Business

Response:

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- 14 business days. Once I receive the manufacture's disposition, I will let you know.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:The last message on 4/27 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,

Business

Response:

I just want to confirm you received my response dated 5/28/15?Thank you in advance, [redacted]