THOMASVILLE HOME FURNISHINGS

On April 6th my husband and I visited Thomasville in North Olmsted. We were warmly greeted by salesman Ken. Ken was polite with a southern accent. He spent a lot of time with us to select the perfect piece of furniture. We ended up getting a great price on a leather sectional. When working up the paperwork, I informed Ken that I needed the sectional by the first of May as we were having our housewarming party. I needed a couch for my guests. He told me most products arrive in 3-8 weeks - so more than likely mine will be in in time, however if it was late he would send the display model to my house to use temporarily. He told me the couch ships from North Carolina, and they were in the process of clearing out their warehouse so they can move operations to Ohio. He didn't think it would be more than a couple weeks. My sectional did not arrive in time, and May 4th the display model was delivered. Along with an extra console piece I did not order. Ken told me I could use the couch as if it was my own, and mine should be arriving soon for them to swap out. (He gave me an estimate of May 24th) Sadly that date came and past with no new couch. Every week or so I called the store, and was given another *excuse* as to why my couch wasn't in yet. There was a hold up at the factory. There was a mistake and the couch was put on the wrong truck. There was a mistake and the couch was sent to Columbus Ohio instead of Cleveland because of a new store opening. The couch needed to be shipped from China on a container ship! (this excuse made me angry because I was specifically told this couch was made in North Carolina!!) After a couple months, Ken asked if I would be willing to keep the display model. He would be willing to "throw in" the console that I didn't pay for. (he claimed the value was $700.... realistically it was maybe $200 - it had a hole in it!) He also would send out a repairman to fix the holes and damage on the couch - and asked that I pay for half of the repairs! I almost lost my cool!! I paid for the warranty - I should not have to pay for a single repair!! Not to mention I purchased a BRAND NEW COUCH!!! He sent me a DAMAGED used one and is expecting me to pay for half of the repairs? This repair man was not able to come out until August 4th. So again... I wait! Becoming more frustrated, on July 2nd, I went up to the store and met with Ken. I told him I was not happy! I was swindled!!! They took my money I spent on a NEW couch - played the sneaky switch-a-roo - and sent me a damaged used couch. I asked that I get $500 back, or they would have to send me a new one (which I am entitled to!) that I have paperwork for. He stood up and said, "You can have your lawyer call our lawyer!" And walked away!!! (my jaw hit the floor!!! Did he just threaten me!?) Within a moment of that, I think he realized what a jerk he sounded like - then turned around and said he was going to talk to the manager about giving me a refund. HOWEVER, He wasn't sure how much money he could get back, because I got a really good price. (implying that because I got a good deal I deserved a crappy product and bad service) I reminded him that I paid a really good price on a NEW couch!! I was entitled to receive the product I ordered - regardless of what I paid!! He agreed, that I was treated unfairly, and he would see what he could do. Several weeks pass, and of course I hear nothing back. (typical - they never call me - I always call them) I called the store and speak with Angie. She said Ken is no longer with the company and that there are no notes in the system about a refund. She would have to speak to the owner, but she has no way of getting in contact with him. He only comes into the store about once every 2 months, and she will try to catch him then. (really? are you serious?) I also called corporate, and they said they are unable to do anything because the stores are independently owned. They refused to help - only *investigate*. By the way -- corporate never called me back either! So here I am... 20 weeks later!!!!! I have a used, partially repaired couch in my living room. I paid a lot of money for a new one - but they apparently don't believe in sending the customers what they ordered. Ken and the team at Thomasville feel this is completely acceptable to cheat and swindle customers. This is a terrible company - from the top down! They are liars!!! Oh yeah - I forgot - at one point Angie actually called me back and left a message for me stating that they went ahead and re-ordered the new couch, and that it was available for pickup at the store. I called her back - and she lied just to get me to call her quickly!! Who the heck operates this way?! My #1 lesson learned here -- don't pay cash for anything!!! Use your credit card so at least you can do a chargeback. They have my money - I have their garbage Chinese piece of use furniture.