Thomasville of Wilmington

This letter is in response to your March 24, letter addressed to [redacted] [redacted] d/b/a Thomasville ("Thomasville") has been manufacturing quality furniture for over years, and Thomasville prides itself on ensuring that our customers are satisfiedAs such, we take every complaint seriously, and your letter has been forwarded to my attention for response According to Thomasville's records, on August 24, 2013, [redacted] purchased several pieces of furniture ("furniture") including a floor sample sofa from Thomasville's Wilmington, Delaware store located at [redacted] [redacted] received a handwritten quote for her furniture and the total was $9,before taxesWhen the order was entered into the computer the final receipt total was $8,before taxes (see attached receipts)The furniture was being delivered to Florida with no shipping charge to [redacted] and she received a mirror at no cost and the final cost on some of furniture including the floor sample sofa was reduced more than what is stated on the handwritten quote, resulting in the final receipt being less than the original quoteWith tax, the final receipt was $9, [redacted] paid a deposit of $4,on her total of $9,and Thomasville has not been able to collect on the outstanding balance of $4, On December 13, 2013, the majority of the furniture was delivered and upon delivery [redacted] noticed that the floor sample sofa was dirty with a footprint and an oil stain [redacted] contacted Thomasville about the damage to the sofa and Thomasville provides no wananties on floor sample products but after reviewing the damage, Thomasville couldn't determine if all the damage was from delivery or not and Thomasville decided to clean the sofaAfter several attempts and not being able to get the oil stain out, Thomasville offered to replace the sofa [redacted] asked to be compensated for her travel to Florida for delivery of the Page L [redacted] replacement sofa and the remaining furniture [redacted] , store manager, informed her that he couldn't guarantee delivery and it is not Thomasville's policy to compensate consumers for travel and anybody could be there to accept deliveryThomasville then aiTanged a delivery time with [redacted] On February 14, 2014, the second sofa and additional furniture was delivered and [redacted] refused delivery of the second sofa due to the second sofa being damaged [redacted] kept the original floor sample sofa in her homeAt that point, [redacted] contacted Thomasville demanding a discount on the sofa Since the second floor sample sofa was damaged in delivery, Thomasville decided to offer [redacted] a $1,discount off her total for the unforeseen delivery issues with the floor sample sofa$1,is the total invoice price for the sofaWith the discount, the outstanding balance due would be $3,and [redacted] would keep all the furniture including the original floor sample sofa or she could return all the furniture, including the floor sample sofa, and pay restocking fees per Thomasville's Tetms and Conditions, but [redacted] declined both offers Thomasville's offer goes beyond the discount [redacted] requested for the sofaWe will continue to honor our offer for the $1,discount, but will not agree to additional discounts to reimburse [redacted] for claimed travel expenses which we informed her would not be reimbursed prior to arranging deliveryWe intend to take actions to collect the remaining balance of $3,from [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
The claim that Thomasville Furniture is interested in ensuring customer satisfaction is disingenuous
From the point that the furniture was ordered to the botched processing of the order for the dining room, to the lack of response by management (store manager and his supervisor), to the late delivery of product and finally to the damaged product that was supposed to correct the issue of the dirty sofa
At the point when the purchase was made it was understood that the total was as described. The claim that the store gave us the printed copy is not true. The price difference their computer receipt shows was not given to us so we never were made aware of any discrepancy
Keep in mind that this store has been in shambles as a result of the management being so incompetent
The dining table and buffet was not sent to the factory timely to agree with their promise date to us
We were during all the time before delivery dealing with warehouse people in NJ as the store in Delaware was clueless as to the status of the order or refused to tell us why the furniture was not ordered. We were appalled by the store manager’s lack of response and when he did respond was all lies.
The furniture was delivered to Florida only partially. Hence a second trip had to be made to get the balance of the furniture. The so called refusal to accept the furniture is also a lie as the delivery people from the Pompano Florida made decided on their own, not to bring the damaged replacement sofa. We were told the replacement sofa front legs were broken off and they refuse to deliver it. Doesn’t Thomasville talk to their delivery people or do they just wait till just wait till the customer complaints
Again the store and delivery warehouse did not make good on the promise to deliver a replacement that was satisfactory
We have been more that accommodating to the store management during this whole fiasco. Our offer stands
We want reimbursement from the sofa so we pay them and we keep the sofa and have it reupholstered (which was offered to the store management) which they refused
We want 10% off the balance of the bill for the stress and additional travel costs we incurred as a result of their incompetence of their management and “quality” process
Thomasville has gone to sleep on their laurels of years ago; today they are a skeleton of their former selves. Wake up and smell the present
We will not pay re-stocking fees for returning this furniture to Thomasville.
The discrepancy between the pricing given to us at the time of purchase and the pricing noted in their computers smacks of fraudulent practices. We are truly disappointed and want to resolve this. We want to pay for what is fair

This letter is in response to your March 24, 2014 letter addressed to [redacted]  [redacted] d/b/a Thomasville ("Thomasville") has been manufacturing quality furniture for over 100 years, and Thomasville prides itself on ensuring that our customers are satisfied. As such, we...

take every complaint seriously, and your letter has been forwarded to my attention for response.
According to Thomasville's records, on August 24, 2013, [redacted] purchased several pieces of furniture ("furniture")  including a floor sample sofa from Thomasville's Wilmington, Delaware store located at [redacted]. [redacted] received a handwritten quote for her furniture and the total was $9,992.00 before taxes. When the order was entered into the computer the final receipt total was $8,988.00 before taxes (see attached receipts). The furniture was being delivered to Florida with no shipping charge to [redacted] and she received a mirror at no cost and the final cost on some of furniture including the floor sample sofa was reduced more than what is stated on the handwritten quote, resulting in the final receipt being less than the original quote. With tax, the final receipt was $9,617.16. [redacted] paid a deposit of $4,620.70 on her total of $9,617.16 and Thomasville has not been able to collect on the outstanding balance of $4,996.46.
On December 13, 2013, the majority of the furniture was delivered and upon delivery [redacted] noticed that the floor sample sofa was dirty with a footprint and an oil stain. [redacted] contacted Thomasville about the damage to the sofa and Thomasville provides no wananties on floor sample products but after reviewing the damage, Thomasville couldn't determine if all the damage was from delivery or not and Thomasville decided to clean the sofa. After several attempts and not being able to get the oil stain out, Thomasville offered to replace the sofa.  [redacted] asked to be compensated for her travel to Florida for delivery of the
 
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replacement sofa and the remaining furniture. [redacted], store manager, informed her that he couldn't guarantee delivery and it is not Thomasville's  policy  to  compensate  consumers  for travel and anybody could be there to accept delivery. Thomasville then aiTanged a delivery time with [redacted].
On February 14, 2014, the second sofa and additional furniture was delivered and [redacted] refused delivery of the second sofa due to the second sofa being damaged.  [redacted] kept the original floor sample sofa in her home. At that point, [redacted] contacted Thomasville demanding a discount on the sofa.
Since the  second floor sample sofa was damaged in delivery, Thomasville  decided to offer [redacted] a $1,000.00 discount off her total for the unforeseen delivery issues with the floor sample sofa. $1,000.00 is the total invoice price for the sofa. With the discount, the outstanding balance due would be $3,996.46 and [redacted] would keep all the furniture including the original floor sample sofa or she could return all the furniture, including the floor sample sofa, and pay restocking fees per Thomasville's Tetms and Conditions, but [redacted] declined both offers.
Thomasville's offer goes beyond the discount [redacted] requested for the sofa. We will continue to honor our offer for the $1,000 discount, but will not agree to additional discounts to reimburse [redacted] for claimed travel expenses which we informed her would not be reimbursed prior to arranging delivery. We intend to take  actions  to  collect the  remaining balance of $3,996.46 from [redacted].

Review: Our complaint is with our dining room set - it is over 7 months now and the order still has yet to be completed-all we get is the runaround & lie after lie [redacted] Order - Our original order was placed on September 26, 2013 & the total value with warranty was almost $12K

Our salesman (who is by no surprise no longer with the company) told us delivery on all items would be a max of 4-8 weeks. Nov 2013 approached with no follow-up to our multiple

calls/emails and NO furniture that was promised would be deleivered before Thanksgiving. AFTER thanksgiving - we received a "loaner" table & buffet (only because the buffet was a cancelled order from another customer) but no chairs or china cabinet - we were assured that all other pieces would be delivered before Christmas. Dec 2013 came & went with numerous calls and emails to

the GM/RSM with little or no responce-only false updates & a lack of new information as to the status of our missing pieces. Magically - our China Cabinet arrived just before Christmas (with numerous cosmetic fixes required to be done by a third-party company.) But no chairs or info as to their whereabouts. In Jan 2014 - 8 chairs arrived but with the wrong fabric and amazingly we were never told they were being delivered to hold us over temporarily while the original fabric was being 'processed'. The Store Manager ensured us the actual seats were on their way. By the end of January,a repair company contacted us to schedule installation of the replacement cushions however the seat cushions that were delivered this time had no fabric whatsoever - The paperwork indicated the fabric had actually been "quality checked".

February 1st, we visited the De store trying to get help & answers. After reviewing the order with the Store Mgr, he suggested we re-order the cushions yet again however we overheard a comment that the chosen fabric had been discontinued. The mgr assured us that they would find a way to place the order, and that it would be "expedited." March came & we began to call the store asking for a status update. The store mgr would not get on the phone and would not return any call or email directly - this has been the case since we bought the set in Sept 2013.

Instead, he had his staff tell us the order was "expedited" and we would be hearing from someone soon about delivery. By mid-March, we contacted Customer Service seeking information about our cushions. A rep eventually contacted us, apologized for the breakdown, and assured us there was resolution coming but magically found no record of the Feb 1st order! Nearly two weeks later she finally responded, telling us that she located the RE-order from Feb 1st of our original fabric. She found information in our file that the 8 cushions had left North Carolina on Feb 7th, but could 'not locate tracking information.' She admitted that she had no idea of their whereabouts. That was March 24th & we never heard from her again. After nearly a month of calls to try to reach that same rep with NO return calls at all, we reached out to the Allentown, PA store in late April to try to get someone on the phone since at this point NO ONE is calling us back! We spoke to the manager of that store, he told us that the original fabric may not be available and that we might have to look into selecting a new fabric. After 7 months of dealing with this nightmare that notion of going back into the store & selecting another fabric makes us uncomfortable as we prefer to not deal with company ever again. The thought of starting over and going through another waiting period to see what pans out is extremely troublesome! As we are now into the eighth month of waiting, we're told the wait for the

new fabric will now be well into June with yet another order being placed. We are so done with this company and quite franlkly would like to walk away. Customer service doesn't care, the regional mgmt doesn't care & the store level mgrs do not care either. The total value of this purchase is over $11K of which more than 70% has been paid. We were offered a measily 10% discount & $500 GC for our troubles but that is absolutely not good enough. In the midst of all this-we have received calls that the full balance needs to be paid - quite frankly nothing at this point will be paid until our order is completed. We are hoping the Revdex.com can help us & warn other potential consumers about the sheer lack of client care from this pitiful organization.Desired Settlement: We would like the original or new upgraded fabric to be installed on all of our 8 chairs as well as a substantial additional discount for our horrific experience and months & months of our time wasted. We were lied to over & over, ignored & misrepresented & this experience has been a nightmare to say the least. The best experience has only been with the thrid party repair company that came to repair or table & china cabinet - amazingly delivered with damage but we were so afraid to send the pieces back that we chose to have them repaired instead

Review: I ordered bedroom furniture on January 11, 2015, I attempted to cancel the furniture January 31, 2015 because of personal on going issues in my marriage and leaving the martial home that I did not disclose to the store manager [redacted] at the time and I was told someone would get back to me within 72 hours. No one ever followed up. I called again February 3 and I was told I would need to take the furniture because of their no cancellation policy. On February 13, 2015 I was diagnosed with an illness and could not move into my new apartment, I had to immediately move in with family. I called the store manager [redacted] about three or four times, he never returned any of my phone calls and continued to state he was waiting to hear from his superior. The original delivery date was scheduled for February 22, 2015 and I asked that they hold the frniture until this issue could be resolved. Upon my last phone with the wearhouse it was my understanding that I would be charged a holding/storage fee after so many days. Afraid that I would be charged additional monies I agreed to accept the furniture and it was delivered on February 28, 2015 the same day I was moving my belonging onto a moving truck. Upon the delivery of the furniture it was discovered that the furniture was not what I had ordered. I advised the deliverymen not to take anymore furmiture off of the truck and I immediately called the wearhouse to report this and to state that I am not accepting the furnitre because it is not correct and also none of the furniture was wrapped in any plastic and there was nicks and chips on the legs of the pieces that were unloaded and visible. The delivermen also called the warehouse to report the issue. I then called the store manager [redacted] and I was told he would need to contact his superior. I explained that because of marital issues and a recent illness that I was moving on Febraury 28, 2015 and please do not order the correct furniture as I cannot take it. He stated he would call me back which he never did. I have called 6 to 7 times since February 28, speaking with Mr Larkin and everytime he tells me he is waiting for his superior to approve the refund. He does not return any of my phone calls. I asked to speak with his superior I asked him to give me a name and number and he refused. I just want a refund. This was alot of money it is a very stressful time in my life and I am currently with family and no longer have a use for furniture or anyplace to store it.Desired Settlement: I want an immediate refund. The bill for this furniture has arrived from Thomasville Furniture credit card. I do not want my excellent credit to be ruined because of this. It is absurd and extremely unprofessional the way I am being treated.

Review: Resolution for damaged discontinued furniture. My price on my emailed and handwritten receipt is different from what they tell me I actually paid.

we live in NJ and purchased furniture for our Florida vacation home in the Thomasville Wilmington DE store on 08/24/2013.

The living room and dining room both in the spellbound collection. We asked for a delivery the first 2 weeks of December, our next vacation. We were told no problem. the price quote on all pieces emailed to me were the same as on the handwritten receipt that mt amex receipt is stapled to.

in late fall I called hem to confirm the december delivery, and was told my salesperson left and they had no record. the discontinued floor model sofa was found in the nj warehouse and we were given the phone # for both nj and fl warehouse to call ourselves.Desired Settlement: Since we had to take an us scheduled week off in February, to get delivery of the dining room set they forgot to notify the factory to make the additional cost of flights, we were asking them for a

1)discounted price of $200.00 to keep the stained sofa to recover ourselves, as there is no other in the states to replace. I wanted $1300.00 returned as I paid $1500.00 per my receipt. They say I only paid $1000.00 per their computer.

2)we want a 10%discount on our total bill towards the extra trav

Business

Response:

This letter is in response to your March 24, 2014 letter addressed to [redacted] d/b/a Thomasville ("Thomasville") has been manufacturing quality furniture for over 100 years, and Thomasville prides itself on ensuring that our customers are satisfied. As such, we take every complaint seriously, and your letter has been forwarded to my attention for response.

According to Thomasville's records, on August 24, 2013, [redacted] purchased several pieces of furniture ("furniture") including a floor sample sofa from Thomasville's Wilmington, Delaware store located at [redacted] received a handwritten quote for her furniture and the total was $9,992.00 before taxes. When the order was entered into the computer the final receipt total was $8,988.00 before taxes (see attached receipts). The furniture was being delivered to Florida with no shipping charge to [redacted] and she received a mirror at no cost and the final cost on some of furniture including the floor sample sofa was reduced more than what is stated on the handwritten quote, resulting in the final receipt being less than the original quote. With tax, the final receipt was $9,617.16. [redacted] paid a deposit of $4,620.70 on her total of $9,617.16 and Thomasville has not been able to collect on the outstanding balance of $4,996.46.

On December 13, 2013, the majority of the furniture was delivered and upon delivery [redacted] noticed that the floor sample sofa was dirty with a footprint and an oil stain. [redacted] contacted Thomasville about the damage to the sofa and Thomasville provides no wananties on floor sample products but after reviewing the damage, Thomasville couldn't determine if all the damage was from delivery or not and Thomasville decided to clean the sofa. After several attempts and not being able to get the oil stain out, Thomasville offered to replace the sofa. [redacted] asked to be compensated for her travel to Florida for delivery of the

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replacement sofa and the remaining furniture. [redacted], store manager, informed her that he couldn't guarantee delivery and it is not Thomasville's policy to compensate consumers for travel and anybody could be there to accept delivery. Thomasville then aiTanged a delivery time with [redacted].

On February 14, 2014, the second sofa and additional furniture was delivered and [redacted] refused delivery of the second sofa due to the second sofa being damaged. [redacted] kept the original floor sample sofa in her home. At that point, [redacted] contacted Thomasville demanding a discount on the sofa.

Since the second floor sample sofa was damaged in delivery, Thomasville decided to offer [redacted] a $1,000.00 discount off her total for the unforeseen delivery issues with the floor sample sofa. $1,000.00 is the total invoice price for the sofa. With the discount, the outstanding balance due would be $3,996.46 and [redacted] would keep all the furniture including the original floor sample sofa or she could return all the furniture, including the floor sample sofa, and pay restocking fees per Thomasville's Tetms and Conditions, but [redacted] declined both offers.

Thomasville's offer goes beyond the discount [redacted] requested for the sofa. We will continue to honor our offer for the $1,000 discount, but will not agree to additional discounts to reimburse [redacted] for claimed travel expenses which we informed her would not be reimbursed prior to arranging delivery. We intend to take actions to collect the remaining balance of $3,996.46 from [redacted].

Consumer

Response: