Thomasville

I purchase 6000 dollar sofa. I got six pillows as promised. Two of the six were not filled and needed more stuffing. Three weeks later a tech took photos and did paper work. I said just send more padding, feathers etc. and I ll do it myself.. Oh no red tape over thinking a simple problem and three months later and many phone calls still not done. All they needed to do is send some padding...Three months later still not done. So unprofessional so sad that a company is so lost in corporate policy that they cannot fix and simple problem, thomasville needs to rethink there customer service. I give them one star.

stuffing. After waiting 3 weeks a tech came over and had to do paperwork and take photos. I thought they would send a package of stuffing to me. No they have procedures. Real example of red tape and over thinking a simple problem. Three months later the pillows are not filled. At this point I would never purchase anything from Thomasville.

Review: On 10/10/2013 we purchased chairs and pillows from Thomasville. The material was custom and Louba checked stock and we were told the material was in and we would have our chairs and pillows by Thanksgiving. We received the chairs on 11-27 but not the pillows. Thomasville could not locate the pillows and we have been trying to get them for 3 weeks. The store is closing and the manager (Carol) has informed me to contact another store for details but no one knows where the two $125 pillows are. This store has refused to do anything for us after missing their delievery and not being able to locate our items. Without the pillows the L.R. does not tie together as the material was custom to match the chairs and sofa.Desired Settlement: Looking for a partial refund of the items due to the hassle.

Business

Response:

This was a Langhorne, Pa store sale, now closed. I have contacted the delivery company and requested they locate and ship the pillows (s) in question. Mr [redacted] was given a $100.00 credit for the delay on 12/18/13.

Thanks[redacted]

Review: For seven months, and after many phone calls and one unanswered letter to the corporate office, my sofa is still broken. One service person did attempt to repair the sofa, but was unsuccessful. After complaining that the sofa was uncomfortable, another representative of the company told me, "We don't sell comfort." This has resulted in a great deal of stress, as well as added back issues. Please encourage Thomasville to live up to their guarantee and reputation. Thank youDesired Settlement: Please replace my sofa.

Business

Response:

Customer [redacted] purchased sofa in March of 2009 (4 years old). Customer had spring clip issue end of November 2012. Tech replaced clips in December 2012. Cores were compressed and were ordered and installed March 2013. I spoke to the tech and the customer while the tech was in customer’s home. Customer complained that tech “struggled” to fit cores in casings (common occurrence hand in glove fit). Thomasville fulfilled warranty obligation in a timely manner. [redacted] deems the sofa up to standards. I have spoken to her at least 20 times. This customer complained to Corporate. Corporate was satisfied with what we did for the customer. [redacted] Customer Service Coordinator Thomasville-[redacted], [redacted]

Sent on: 7/8/2013 2:57:11 PM