Thomasville Home Furnishings of Westchester

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.Unfortunately I did not receive the compensation I feel that I deserved and was marginally...

compensated. Delivery of product also came much later than anticipated. Buyers should beware of this establishment. I can say confidently I will never buy from this business again.
Sincerely,
[redacted]

Review: Thomasville in Yonkers NY sold be a diningroom set and a service contract for the set. Screws started falling out of the bottoms of one of the chairs. Then over time the same happened to all of the chairs, and the coushons started coming off. A technition came to the house and said all of the coushons would have to be replaced because the matrial underneath could not hold a screw. He told me it might take a while to get the coushons. This was back in June of 2013. In December 2013 I called to check on the status, and Thomasville has no record of a service call or any pending resolution. Thomasville called back to inform me that they canceled the service request because the material is no longer available. They had not called me, they had not offered any resolution, the just canceled it without contacting me at all. This is a matching diningroom set with leather coushons that match other leather accessories in the same room. Replacing with another material will not work for me.Desired Settlement: I would like Thomasville to refund the price of the chairs. They began to fall appart shortly after we took delivery. The price we paid was for high quality, but they do not stand up to that standard. They have been unable to provide repair under the service contract.

Business

Response:

Dear Revdex.com,

In reference to your letter regarding our customer [redacted], they received delivery of a dining room set in June of 2010. Earlier this year the customer called to complain that several chair seats were getting loose and some screws were also loosening. We do not have any record of [redacted] contacting the store before this time to complain. We then sent one of our service techs to repair and take pictures. We sent an order to Thomasville to remake some of [redacted]’s chair seats. Unfortunately the fabric had been discontinued and the factory canceled the order to replace the seats. After [redacted] called back in December to check status we had to retrace what had happened. We contacted the factory, told them what occurred, and asked them to do a physical inventory for the dropped fabric. They had enough yardage to make [redacted]'s chair seats. We called and told [redacted] that the factory had enough fabric for his seats but he said he needed replacements for all 8 of his chairs. The factory has agreed to remake all 8 seats, and we have submitted the order, which should take approx. 4 weeks. Since we do not have enough pictures (required by Thomasville), we have to send out another service tech for additional photographs. Our service tech has called [redacted] who is only available on Fridays; our tech has arranged an appointment on [redacted] January **, 2014 between 9am-12pm. We are diligently working with him to resolve the situation.

Thank you,

Customer Service Manager

Thomasville of Westchester

Review: I ordered the sofa in may 2013 it arrived july**when it arrived the drivers ripprd my sofa I wanted a new one they said dont worry thomasville stands behind there product they will send someone out right away I have been calling since july they are giving me the run around since telling me there the piece was in when came time for the person to come over they ordered the wrong piece its been 4 months I feel this company does not stand behind there business they should of gave me a new sofa like have been askingDesired Settlement: I want a new sofa

Business

Response:

We are responding back to the complaint for our customer

who received delivery

back in July who needed the sofa hoisted

through their window

in order to get furniture

in their home. In the process of delivering the sofa through the window the bottom panel of the sofa got torn. We have been working to resolve this delivery damaged that occurred

on the sofa. We ordered parts but it came in wrong the first time and we had to reorder.

We finally received

the correct part for our customer and had our service technician go out and repair the damaged panel. As per our service

tech customer was happy that the repair finally got done. We also have offered the customer a discount on their order and is just waiting

for them to respond back. If you need any additional information please contact us.

Review: On July **, 2013, I walked in to the Thomasville store in [redacted] looking to purchase a sofa. After looking at the items that they had for display, my daughters and I opted for the ELLA sofa in leather (Color: Double Fudge) along with the [redacted] in the same color and material as well. We were told by our sales rep.-[redacted] that we can have it available in 4-6 weeks or if we opt for the 16 week programs we can save ourselves about $500. I made sure to ask her if it was guaranteed that I will be having the sofa in time for Thanksgiving and she god me that I will have it in my home just in time, not to worry. Well, to make the long story short, Thanksgiving came and I never received my sofa. I called the store asked to speak with [redacted] and I was told that I was going to be given a call back because she was busy at the moment. Weeks went by and being that I [redacted] never returned my call, I called again and was able to speak with [redacted]. She told me that she apologizes for the wait but the warehouse was backed up and this was why my merchandise was delayed. She offered to send me sofa while I get the one I purchased but I told her that it was fine, that I would wait. Well, towards the end of december I believe, I finally received my sofa. My family and I were super cited to see just how beautiful it was...Because I have been in the process of redecorating my living room, no one is allowed to sit in the sofa, mind you the tickets are still attached to them and everything. With this being said, in February as I was on vacation my daughter had to call [redacted] because one of the buttons from the cushions had popped right out. [redacted] told her she will send someone over to take a look at the sofa. Well, weeks passed by, I came back from vacation and still no one had stopped by to take care of the problem. So, I had to call again. Shortly after calling for a second time, someone came over and fixed it. He laid the sofa on the floor, unstapled the leather on the bottom and was able to tighten the button. According to him, he also, checked every other button an said that every thing seemed nice and sturdy and that I should not be having any further issues with my sofa again. Well, just last week I was dusting the sofa with my feather dusting and what do I see, a whole on the seat cushion. One of the buttons this time sank all the way in. The next day, I called [redacted] explained what was happening and she seemed the least bit interested to help. I explained to her that it is ridiculous that I have only had this sofa in my home for approximately 8 months and I already have to call them twice because the item keeps getting damaged. I also, explained to her that I don't understand how this keeps happening if no one sits in my couch at all and her response was," Well, someone has to have sat in it in order for this to keep happening" which extremely upset me and offended me because at this point I took as if she was calling me a liar and I have no reason why to lie. This is ridiculous because what [redacted] pretty much insinuated was that they have had this issue before once the sofa is in use and if thats the case I don't think that they should be selling the product anymore. She told me that she was going to send someone over to take a look at it and I explained to her that I needed it to be taken care of ASAP, not to be put on the back burner like last time and her response was" well, I don't have any control as to when someone can make it to your home because it all depends when they are around your area" which is quite disgusting to me because for the money that is being paid for it, they should be able to schedule an appointment and not act like they don't want anything to do with their customers issues. I let [redacted] know that I don't want a refund for the item, but what I do want is for someone to be able to pickup the sofa from my house and for me to be able to go to the store and choose a different piece that doesn't have any buttons because I cannot spend the rest of my life calling them every 4-6 months with complaints on the item aside from the fact that I told her that the leather will get damaged with them having to staple and unstable it so many times and her response was" well thats why you purchase the warranty, if we do ruin the leather they will replace it for you." This is very disturbing because with her replies the only thing that she is telling me is that Thomasville does not stand behind their product and/or services and it shouldn't be this was. The reason why I went to Thomasville in the first place was because I trusted them and in the product/service that they would provide me with and unfortunately, this has not been the case. Also, I am a bit disturbed because when [redacted] mentioned to me the warranty, she asked me if I had mailed in the warranty package that she had given me and I told her what warranty package when in person I asked you if I had to mail something in at the time of the purchase and you stated " no it is automatically done for you". So, she put me on hold and upon her return she said wait let me find out and give you a call back, but before hanging up I asked her, "Is there a problem with my warranty? Give me their number so that I can call them myself" and she said" No, I will call you back" so, I gave her my cell number because I told her that I wasn't home and she has yet to call back and this was all last week. Honestly I feel discriminated against because of my ethnicity. The way that [redacted] second guesses my statements and refuses to give us priority with all these problems, its as if she believes that we purposely keep ruining the item as if we don't know how to take care of things and I will not ket this happen. At this point, I need this matter taken care of ASAP, but I do not want to deal with [redacted]s Ignorance.Desired Settlement: What I want to happen is for the sofa to be removed from my home so that I can walk into a Thomasville store and replace my current sofa for one that I know is not going to cause me so many problems. If there is a difference that I have to pay with the new sofa that is fine, but I do not want anyone to come to my home to try and fix this one because like I stated earlier, unstopping and stapling the leather so many times is just going to ruin the leather plus, I strongly believe that if I sat with this same style sofa the problem is going to keep happening and what is going to happen once my warranty runs out? Am I going to have to spend money on another sofa???? I sternly believe that Thomasville is trying to avoid to have to fix the problem while it;s under their 1 year warranty with Thomasville so, that then they can just pass down the problem to the company whom I have my five 5 year warranty with....Also, I need to make sure that Thomasville send me proof that the warranty that I paid for is in effect because being that [redacted] never gave me package, I honestly believe that I am paying for something which I don't have and if this is the case, they are going to have to fix this problem...Thank you!

Business

Response:

The business has responded. Please read below:

Regarding the above complaint, [redacted], the salesperson, has spoken with [redacted] and she has agreed to visit the store to reselect another sofa.

Thank you,

Thomasville

Review: I placed my bed order with this store 4/**/2015 with sales associate Linda N[redacted] for a bed set, custom fabric headboard and side tables. I was 3 months pregnant at the time and needing a new bed set because we had plans that once we had our child in September we would have a photo shoot circled around being at home and in our new bed together (main focal point of photo shoot being the bed). On 4/**/2015 I was notified by the sales associate that the bed itself was back ordered until 8/2015. In July 2025 I followed up with the store and the bed and side tables were delivered but no custom fabric headboard. On 8/**/15 the wrong fabric headboard was delivered and installed; it was a stock piece but we ordered a grey velvet fabric headboard. The sales associate said to keep it and she would order me the correct piece. On 9/**/2015 I followed up with the sales associate urging her to follow up on my order because the delivery of my child was coming up and I needed the piece and she said she would order it. I began to call and leave messages for the sales associate after this but never received calls back regarding the status of my order and so I began to ask for the sales associates names that I was leaving messages with so I got the name of Debbie T[redacted] and sure enough the next day I got a call back from my sales associate Linda. When she called me back I told her urgently I needed my headboard no later than October ** and she would work on it. After back and forth now it is delayed until October ** 2015. It might as well come January 2016 because I absolutely need it for Octobef ** and will not have it. I ask for my item to be delivered as purchased, detailed explainations why it took 6 months for my order to come in, who dropped the ball on ordering in time, why I was not notified of further issues and had to keep calling myself to get any answers, and compensation and credit for $500 for the photography session with my newborn because my photos will have the wrong bed set. The photographer will have to most likely photoshop the correct coloring for fabric we wanted in the photos.Desired Settlement: I deserve my item as paid and ordered as well as store credit because I paid for a photography session where I won't have the right bed set in.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.Unfortunately I did not receive the compensation I feel that I deserved and was marginally compensated. Delivery of product also came much later than anticipated. Buyers should beware of this establishment. I can say confidently I will never buy from this business again.

Sincerely,