Thomasville Home Furnishings

Client is meeting with Store Manager today to get complete refund.Thanks [redacted]

I have a message machine if I am not home there would be a message no message left I did talk to someone & told her I want my money backShe said she did not know about that & would get back to me which she never didThey can pick up the the wrong consoleI will make arrangement for that As for the one that I ordered since I never got to enjoy it I want my monies backThey have collected interest on it & I am outThey had that order since Jan

We have attempted to reach the customer several times and as recently as 10/18/No response or message facility at customer's numberwe will continue to reach out.The customer agreed to a replacement custom TV cabinet to replace the first TV cabinetThe customer still has the first item in her home and will not agree for us to deliver the new replacement and collect the original.Until we can collect the original item and evaluate its condition, we are unable to agree a settlementWe do hold a 30% re stocking fee on custom product

On July [redacted] [redacted] purchased a table and six chairs from our "Reinventions" collectionShe picked the pieces exactly as we displayed them in our showroom, the same finish and same chair fabricIt should be noted that this collection is heavily distressed and antiqued.Delivery was scheduled fo SatAug***She refused to accept delivery that day saying it was not the table she had ordered, that the table was damaged and the fabric on the chairs was incorrectThe delivery man reported that she was complaining about the distress marks.A few days later I inspected the refused items at our warehouseI found the set to be exactly what her order called for and in perfect condition aside from a minor nick in the table that could have been easily corrected.I phoned [redacted] to discuss my findingsShe insisted we order her a new set and I insisted that I could do nothing unless she revisited the showroom to review what she had ordered, especially the "distressing"on the setShe eventually came to see me several weeks laterAt that time she reviewed the floor samples and I pointed out the distress marks and explained how this is a delibrate part of the design and all the pieces have itShe indicated that she understoodShe also pointed to the fabric on the chairs and claimed that was the fabric she had ordered and didn't receive.I again went to the warehouse to inspect the chairs and brought the fabric sample which matched the refused chairs exactlyThe chairs were as ordered and in perfect condition.I told [redacted] that I would get her a new table but she would have to take the chairsShe agreedI inspected the new table which was fine and the set was delivered on Nov***She signed the delivery copy as "received in good order" and paid the balance due.A few days later she came back to the showroom to show me pictures of distress marks which she considered damagesI had her look at our floor sample again and pointed out the same type of "distress marks" as she showed in her picturesI again explained that the heavy physical distressing is the way the set was designed and made[redacted] received a perfect set of furnitureIt was exactly as we showed it in our showroom and exactly what she ordered.We have made every effort to satisfy her and can do no more[redacted] ***

Thank you for your commentsIt is only thru feedback like yours that we can improve, where necessary, upon our customer’s experience Here at Thomasville we do not refuse service to our valued clients based on contact being made days or longer after deliveryIn fact, our communication with American Express made no mention of a day deadline but rather effectively demonstrated our continual effort to act in good faith.Uniters, our contracted service technician source has made several attempts to contact client to make an appointment to go out to their home in order to address clients concerns and determine what further action is requiredUnfortunately, client has not returned Uniter’s calls and continues only to demand return and refund of their custom ordered sofa We have been and remain willing to send out a Uniters service technician to begin the service process in order to remedy clients concerns

I am responding to the complaint by *** *** On 8/W/14, Ms*** bought an upholstered bed from our storeShe changed her mind on the fabric selection and on 9/26/re-ordered the bed in a different fabric. On 11/19/14,that bed was delivered and the balance put on her Mother's
charge accountOn 11/29/she special ordered a night stand for $with a deposit on her Mother's charge in the amount of $This night stand was received from the manufacturer on 2/3/We contacted Ms*** to schedule delivery, but were told she had just special ordered a chest on 12/2/15, and that they should be delivered togetherThis chest had a deposit of $also on her Mother's charge accountWhen the chest arrived on 3/17/15, we contacted Ms*** to arrange delivery of both itemsWe told her what her c.o.dbalance due was, and she scheduled her delivery for 3/31/15. On the morning of the delivery, after our truck had already left with her items and other customer's deliveries, she contacted her designer, and asked how we would be getting final paymentShe was directed to speak with my office, and she told them to cancel the delivery, because she couldn't pay the balance, and started giving my office manager a hard time, because the charge payments were too highShe demanded that her finance company reduce the interest rate,but she is at 0%tor months!!! She called the store and told the interior designer, who had been out to her house to measure, etcthat she decided she wanted more storage, and wanted to cancel the night stand, to purchase a different item. It is in this context that she was told we wouldn't make the change.She was never told we wouldn't take a cancellation of the night stand, simply that under the circumstances, we wouldn't take it back for a new orderIf Ms*** wants to cancel the night stand, and apply the deposit to her special order chest, we have no problem. I hope this meets with her satisfaction.Sincerely,*** ***

We have attempted to reach the customer several times and as recently as 10/18/No response or message facility at customer's numberwe will continue to reach outThe customer agreed to a replacement custom TV cabinet to replace the first TV cabinetThe customer still has the first
item in her home and will not agree for us to deliver the new replacement and collect the original.Until we can collect the original item and evaluate its condition, we are unable to agree a settlementWe do hold a 30% re stocking fee on custom product

Initial Business Response /* (1000, 10, 2015/10/20) */
The supply chain in the furniture business is quite long and complicatedTherefore, we offer an approximation only for delivery timesAs we explain to customers, it is only an approximation which often will change by several weeksOnce a
delay occurs we must inquire with Thomasville Corporate to determine the causeIn this case, the salesperson did inquire with Thomasville Corporate for an answerAs she had received unclear information, she placed a call with the supervisor and was awaiting a return phone call when the customer visited the storeManager, *** ***, assisted the customerHe explained that he would determine the arrival of the customer's items and make the customer a priority deliveryOnce the freight manifest arrived, *** called the customer and setup the delivery as a first priorityThe customer accepted delivery on 10-14-We do not offer a monetary credit for the delay

in April we stopped into this store and purchased a leather sectional couch I told myself it would be nice to give a local store business & also the piece of mind to have the customer service that would be provided by a local storeThe couch on display had very soft seat cushions so we asked if the cushions could be somewhat firmerWe were told we would need to pay additional money for firmer cushionsWe paid the extraHowever, we were never told that the backs of the couch would not be upgraded or that it was going to effect how uncomfortable that it would make this couchWe took delivery of the couch in May and quickly realized how uncomfortable & awkward it is to sit on this couchAll of our guests have commented & complain about how uncomfortable it isI called & requested someone to look at it A serviceman came & looked at it & he stated it was very uncomfortable & some of the back cushions could use more fill & need adjusted since some of the corners are flatHe also stated the couch was not made for shorter peopleI am 5'6" as are most of our guests or tallerHe said he would talk to the company owner & get back to me in a few daysweeks went by & I heard nothing so I called & was told the serviceman had a personal matter but scheduled him to come back(I assumed to resolve the issue)When he returned, he didn't know what he was supposed to do & again told me the back cushions needed more fill & needed adjusted & that the couch wasn't made for shorter peopleI explained to him the one on the showroom floor was comfortable but the seat cushions were a little too softOnce again he returned to the store to talk to the owner of the company & told me someone would call me in a few daysI waited to hear somethingAnother week went by & when I didn't hear anything I stopped by the storeI was told someone would callStill nothingI called & talked to my salesperson & was told I was supposed to receive a phone call telling me the owner stated that I could purchase the "standard" seat cushions at their cost (about $600-700) more on top of what we paid ($5800) for this couch!!! Or return the couch for a 25% restock charge (nearly $1600)+Who can afford this?! I am very unhappy with the way the owner handled this situationI was NEVER told that firm cushions would impact the whole couch & how uncomfortable it would make itI can not sit on this couch unless I sit sideways and after 15-minutes of of being uncomfortable, low back pain sets in and motivates me off this couchMy guests have to sit with pillows behind them or sit sidewaysI feel this is unacceptable and am very unhappy with the outcomeWhile the sales associates that I came into contact with were very nice & personable, I must say I regret my purchase & doing business with this company because of the way they have handled this situationThis has been the most expensive purchase of furniture I have ever made and I truly regret itI'm sure I will hear about it for years to come from all guests who sit on this couchI will NOT recommend this store to anyone & I WILL share my experienceI wish I would have never walked into this storeUnfortunately I can not undo that

A new TV unit was delivered to Customer on the 12/12/and the old unit was picked upWe have had no further calls from customer.12/16/

[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.]
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. 
Regards,
 
[redacted]
 
 I have one problem from the owner statement that was untrue. I never gave the office manager a hard time regarding the monthly payments.  The question I asked her was why were the monthly payments so high? She stated she had no ideal why and I should contact synchrony bank. If that's giving her a hard time from a customer that has spent plenty money at [redacted]. So...so...sad...so customers have no rights to ask a question.

Client is meeting with Store Manager today to get complete refund.Thanks[redacted]

I have a message machine if I am not home there would be a message no message left.  I did talk to someone & told her I want my money back. She said she did not know about that & would get back to me which she never did.
They can pick up the the wrong console. I will make arrangement for that . As for the one that I ordered since I never got to enjoy it I want my monies back. They have collected interest on it & I am out. They had that order since Jan.

All along we have been and remain willing to provide service to address customer's concerns with their sofa. Unfortunately, client only wants to return the product and be refunded in full for it. The sofa in question is custom product ordered to clients exact specifications, therefore the possibility of this product to be returned for refund cannot be addressed until the service protocol through the manufacturer is completed. Once again, client refuses to allow us to follow through with the service process. In addition, in our continuing effort to act in good faith we have offered client in store credit for the special ordered sofa in their home to use toward a re-selection with us here at our gallery.

Thank you for your comments. It is only thru feedback like yours that we can improve, where necessary, upon our customer’s experience.  Here at Thomasville we do not refuse service to our valued clients based on contact being made 15 days or longer after delivery. In fact, our communication...

with American Express made no mention of a 15 day deadline but rather effectively demonstrated our continual effort to act in good faith.Uniters, our contracted service technician source has made several attempts to contact client to make an appointment to go out to their home in order to address clients concerns and determine what further action is required. Unfortunately, client has not returned Uniter’s calls and continues only to demand return and refund of their custom ordered sofa.   We have been and remain willing to send out a Uniters service technician to begin the service process in order to remedy clients concerns.

Dear [redacted],  Uniters was contacted the day we received the sofa.  Two weeks went by with no response.  Yes, after my husband made yet another call to Thomasville, we finally received a call from Uniters.   At that point, it had been at least three weeks since the sofa was delivered and we had completely lost faith in Thomasville.  Why should we continue to wait for a repair for a brand new sofa that took three months to get to us in the first place?  I have spoken to an executive from American Express whom has told us that with both disputes Thomasville said we did not contact them within 72 hours of delivery, and that is your policy.  Both times Thomasville said we waited 15 days. Perhaps you need to get all of the information from Thomasville corporate before telling false truths.

On July [redacted] 2014 [redacted] purchased a table and six chairs from our "Reinventions" collection. She picked the pieces exactly as we displayed them in our showroom, the same finish and same chair fabric. It should be noted that this collection is heavily distressed and antiqued.Delivery was...

scheduled fo Sat. Aug. [redacted]. She refused to accept delivery that day saying it was not the table she had ordered, that the table was damaged and the fabric on the chairs was incorrect. The delivery man reported that she was complaining about the distress marks.A few days later I inspected the refused items at our warehouse. I found the set to be exactly what her order called for and in perfect condition aside from a minor nick in the table that could have been easily corrected.I phoned [redacted] to discuss my findings. She insisted we order her a new set and I insisted that I could do nothing unless she revisited the showroom to review what she had ordered, especially the "distressing"on the set. She eventually came to see me several weeks later. At that time she reviewed the floor samples and I pointed out the distress marks and explained how this is a delibrate part of the design and all the pieces have it. She indicated that she understood. She also pointed to the fabric on the chairs and claimed that was the fabric she had ordered and didn't receive.I again went to the warehouse to inspect the chairs and brought the fabric sample which matched the refused chairs exactly. The chairs were as ordered and in perfect condition.I told [redacted] that I would get her a new table but she would have to take the chairs. She agreed. I inspected the new table which was fine and the set was delivered on Nov. [redacted]. She signed the delivery copy as "received in good order" and paid the balance due.A few days later she came back to the showroom to show me pictures of distress marks which she considered damages. I had her look at our floor sample again and pointed out the same type of "distress marks" as she showed in her pictures. I again explained that the heavy physical distressing is the way the set was designed and made.[redacted] received a perfect set of furniture. It was exactly as we showed it in our showroom and exactly what she ordered.We have made every effort to satisfy her and can do no more.[redacted]

We have attempted to reach the customer several times and as recently as 10/18/16. No response or message facility at customer's number. we will continue to reach out.The customer agreed to a replacement custom TV cabinet to replace the first TV cabinet. The customer still has the first item in her...

home and will not agree for us to deliver the new replacement and collect the original.Until we can collect the original item and evaluate its condition, we are unable to agree a settlement. We do hold a 30% re stocking fee on custom product.

I have a message machine if I am not home there would be a message no message left.  I did talk to someone & told her I want my money back. She said she did not know about that & would get back to me which she never did.They can pick up the the wrong console. I will make arrangement for that . As for the one that I ordered since I never got to enjoy it I want my monies back. They have collected interest on it & I am out. They had that order since Jan.

Client is meeting with Store Manager today to get complete refund.Thanks[redacted]