St. Louis Bob
Footballguy
We bought some really nice bedroom and living room furniture from them 12 years ago that held up really well and still looks great. I've sold office furniture for 25 years now so know a couple of things about quality. What I didn't know is that Thomasville filed for bankruptcy a few years back and the quality has gone WAY down hill. We ordered bedroom furniture for both of our boys along with a new dining room set. After one meal on the dining room table, it had marks all over it. They aren't scratches per say as you can't feel them and the surface still feels smoothish. That's when I noticed the table finish was really rough compared to the smooth finish of the matching buffet station and chairs. Having toured furniture factories over the years, I know all of these pieces should have been stained and sprayed at the same time but they obviously weren't. So I call Thomasville. They asked me to e-mail pictures so I did. They immediately determined that we just abused the table. 
My request to have somebody come out to know, actually see the table was denied. They basically said screw you, no. I complained and they sent a tech out. The tech told me and my wife they would replace the table. Okay, fine. Two weeks go by and I'm told that the tech claimed he never said that and nothing was wrong with table. So now not only do I just abuse my expensive new furniture, I'm a liar.
I finally get our sales rep to stop by the house. It takes all of 10 seconds for her to agree the finish isn't right and the table should be replaced. Two more weeks go by, I have to call them, they never bother calling me, and I'm told today that Thomasville corporate customer service has determined that they're not going to do anything. So I told them fine, I'm disputing the charge as we speak which I did, and will file a lawsuit in small claims court reminding the manager that I have in writing from their own employee that the table was defective and needed to be replaced. She also couldn't explain why three pieces of wood furniture in the same family had two different finishes while insisting nothing was wrong. I've only been selling wood furniture for 25 years and their sales person for 15 years, WTF to we know?
Surprise, I got a call an hour later and they are going to replace the table. Total time elapsed from the ONE DINNER we used the table for and now, 3 months.
Just did some Googling and found this so it looks like I'm not alone.
Just a horrible, horrible, experience. On top of all this it took them two months to get one of my son's night stand delivered as they kept coming in damaged. Oh and one of the handles has broken off already. Seriously, avoid this place like the plague.
My request to have somebody come out to know, actually see the table was denied. They basically said screw you, no. I complained and they sent a tech out. The tech told me and my wife they would replace the table. Okay, fine. Two weeks go by and I'm told that the tech claimed he never said that and nothing was wrong with table. So now not only do I just abuse my expensive new furniture, I'm a liar. I finally get our sales rep to stop by the house. It takes all of 10 seconds for her to agree the finish isn't right and the table should be replaced. Two more weeks go by, I have to call them, they never bother calling me, and I'm told today that Thomasville corporate customer service has determined that they're not going to do anything. So I told them fine, I'm disputing the charge as we speak which I did, and will file a lawsuit in small claims court reminding the manager that I have in writing from their own employee that the table was defective and needed to be replaced. She also couldn't explain why three pieces of wood furniture in the same family had two different finishes while insisting nothing was wrong. I've only been selling wood furniture for 25 years and their sales person for 15 years, WTF to we know?
Surprise, I got a call an hour later and they are going to replace the table. Total time elapsed from the ONE DINNER we used the table for and now, 3 months.
Just did some Googling and found this so it looks like I'm not alone.
Just a horrible, horrible, experience. On top of all this it took them two months to get one of my son's night stand delivered as they kept coming in damaged. Oh and one of the handles has broken off already. Seriously, avoid this place like the plague.
