Report: #1066607

Complaint Review: Thomasville Furniture

  • Submitted: Fri, July 12, 2013
  • Updated: Fri, July 12, 2013
  • Reported By: Kay in PA — Pennsylvania
  • Thomasville Furniture
    978 Bethlehem Pike
    Montgomeryville, Pennsylvania

Thomasville Furniture Industries Inc./ Thomasville of Montgomeryville / Furniture Brands International Deceptive Advertising, Defective Products, Customer Service Unforgivable Montgomeryville Pennsylvania

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April 4, 2013 - Six months after the order date, Thomasville delivered my furniture (a sofa, two chairs, and ottoman).  I was told that the order was delayed because Thomasville had to wait to receive the leather.  When the furniture arrived, the pieces obviously did not match each other in color, texture or feel.  The leathers used included at least three different dye lots and I suspect two different leather grades.  Additional problems concerning the sofa were flaws on both seat cushions, the back cushions were over-stuffed with fiber and had no foam core, and a back panel was baggy (problematic since the sofa would not be positioned against a wall).  The chairs had some damage, but suffered the most at the hands of the upholsterer.  The leather had been pulled at the seams and caused wrinkles across the sides and backs (especially unattractive on wing chairs). [continued below]....

.....  The ottoman had an indentation in the top and abrasions on all sides.

The furniture overall was shocking, but customer service was worse. Every contact offered hope, some made promises, but ultimately they just referred me back and forth. 

On May 25 & 26 the store manager supported my complaints and my request for a full refund.  The Thomasville Corporation refused.  Today, the store has most of the items, and the corporation has my payment.  Only the sofa frame remains in my home.

Since the removable cushions have been returned, two labels are always apparent.  One label reveals that the sofa was not made by Thomasville, but for Thomasville.  This self-professed “classic American brand” sold me a sofa that was made in China.

The other label is a California Prop65 Warning which states:  This product contains chemical(s) known to the state of California to cause cancer or birth defects or other reproductive harm. 

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