THOMASVILLE FURNITURE

Our family placed an order for a leather couch and recliner on 8/15/09. We were told it would take 6-8 weeks to deliver it from North Carolina. I put on our calendar that this would mean delivery in the first week of October, worst case. I never received a follow-up call from Thomasville apprising me of the delivery. After six weeks had passed I called the Aurora office and asked for a status. They said "the computer" now said it would be shipped from NC on 10/30/09, no explanation or apology. They seemed annoyed that I was even asking. I told them I was frustrated and disappointed by this; they said nothing. On 10/31/09 when I heard nothing, I had to call them again for a status. They said "the computer" said my items were shipped on 10/30, and I would be getting a call from the "delivery company" on a delivery time. When I had still received no call by 11/6, I called Thomasville AGAIN. The woman, Tracy, said that the computer now said the items were on backorder (no explanation) and would not be delivered until 12/11/09. I told her this was ridiculous and unacceptable. She said to me, "I'm feeling pretty beat up right about now. You're the third person today I've had to call with this news." I asked her what recompense there was going to be to myself and the other customers affected, and she said she had a "call in to the Corporate Office" about that. I have no faith that this item will be delivered by this later date and also no faith that this will be followed up on at all. The original "Sales Manager," Ken, that I placed the order with, has reportedly been out on "emergency back surgery" since October when my calls began--how convenient. Now good old Tracy is left holding the bag, and she doesn't seem too happy about it. Thomasville is obviously into sales, judging by the pushy way they approach you at the door, but not into customer service follow-thru. My advice: take your business elsewhere. Thomasville has good quality furniture, but you pay thru the nose for it, and they have no customer service follow thru if there is a problem.

We purchased our Thomasville bed in June of 2008. Six months later, in January of 2009, we noticed part of the support system was cracking. We called the store for repair, and had to plead with the contact to expedite the repair process because we were afraid the bed would collapse on us, and we needed to sleep in our bedroom because our newborn baby slept in his bassinet in the room with us. The contact agreed to expedite the process by ordering the part we needed based on my description of what was wrong. I was then instructed to call the comany's repair company to schedule a date to repair the bed. Contact was going to fax over information to the repair company about her expedited repair process, and also call me when the necessary part came in so I would know that the repair man had the equipment he needed to make the repair. It took me several days to finally get a hold of someone at the repair company. The repair company said my Thomasville contact had not made them aware of the expedited repair process. After several attempts to reach my contact at Thomasville, the repair company suggested I myself try to track down the Thomasville contact. I gave up after about a week. The day the repair man came, I didn't even know if he would have the equipment to repair the bed. He fixed our bed - or so I thought. I emailed Thomasville's customer service voiceing my displeasure about the quality of the bed they sold us, and my irritation that the bed could have collapsed on us and might have injured us, our newborn baby, or our pets. Six weeks went by before my complaint was even acknowledged. The manager of the store called to tell me that she had only received my email from corporate recently, and that they deduced that our support system had been incorrectly put together. She was ordering a new support system for us, necessitating another visit to our house for repair. Never did she appologize on behalf of the company for our inconvenience. I stated that I would never purchase another piece of Thomasville furniture again, and would warn my friends and family against doing so. Not only was this support system a shoddy design, but it was also very dangerous! The manager had no response and only talked over me, never once trying to defend Thomasville's integrity. Overall, a very disappointing and insulting experience. I am flabbergasted that Thomasville cares so little about its customers and reputation.

I called and they said they would have the piece delivered. They again tried to have the piece delivered but did not. They came once more in, November of 2007 and tried to deliver it. They were not expecting to bring in through the window, so they took it back to the warehouse. Before they took it back, I asked to see the dresser because, it had been so long I had forgotten what it looked like. They showed me the dresser while it was on the truck and it wasn't what I ordered. I told them it wasn't my dresser. The delivery company called the store and told them they had sent the wrong dresser. I also talked to the store and they said they could get the right dresser. I told them it had been a whole year that I had waited for the furniture and that I wanted them to pay for it to be taken into the house through the window. They said they would need to ask if that could be arranged and they would call me back. I never heard from them. I called headquarters and they agreed to pay for the delivery company to bring the piece in through the window. Once everything was situated and the delivery company was able to get the dresser through the window they were very professional. I was pleased with their effort. They even explained why it wasn't able to go up the stairs. I purchased the furniture December of 2006 and the final piece I ordered, was in April of 2008. I was thoroughly frustrated with the Thomasville store, but I'm pleased with how their headquarters handled the situation. I would never visit this store again, but that doesn't mean I wouldn't shop at Thomasville - they make and sell excellent quality furniture.

This is the worst retail experience I have ever had. No one has been willing to pick up a phone and find out why our furniture has not been delivered yet- they only "can tell me what the computer says" and remind me that 30-45 days was an estimate. They seem bothered that I am even calling. I would never purchase anything from Thomasville again.