Thomasville Furniture
Reviews and Complaints

I bought a leather “Pappa Hemingway chair in the late 1990’s. I live alone and always have. The chair is in my living room. Seldom got sit on.Yesterday I noticed the seam in the arm has come apart.

I want you to fix it. I can send a photo if you like. Please contact me at [protected]@gmail.com or phone me at [protected].

Thank you.

Jennifer Wenner

9/19/18 1. The male (district manager, I think) is a hard sell pusher. That's on us. 1a. He also lied to us by promising us free delivery ... until we called him back w/in a day then denied it. We pushed it as we both heard it and delivery was free but the table is garbage. I later went to the store (fortunately he wasn't there) and spoke to the reps who were. They said other customers complained about him. 2. I proactively called the store this past weekend and spoke to a saleswoman there about my fear of getting beyond marred furniture. 3. The delivery gentleman (we tipped them, they were great) pointed out defects on the table. I went and looked and immediately saw more. 4. While I continued to look at the horrible "finish" (that's not the right word - finish implies some sort of consistency but there was none), my partner called the male who sold us the table. He argued, as expected. We refused delivery. The option, the male said, was to accept delivery and take it back to the store to have it fixed. No. Why are we accepting delivery on something that needed to go in a shredder... it's that bad, folks. I'm not exaggerating. It was too badly damaged and they're going into a new company's hands. We're pursuing this with our credit card company.

The store is being bought out by another company. New inventory will replace it but I would never go back there - no ownership, new inventory and all. The male, if I understood it right, will remain there when they reopen. We paid a little over $3k for this "thing" with 6 chairs. I wasn't part of the first part of the conversation but we immediately, prior to having the table unloaded, saw damage first on the top - not just inconsistency of the veneer "finish" but actual mars on the table top and sides and the veneer finish was a mess. We have a video of it. It shows many flaws and it was taken in a dark truck so while the flaws and damage are visible, it's not all of them.

I was a little afraid this could happen due to numerous horrible reviews I saw after the purchase and after the male denied the promised (from him) free delivery and stopped by the store when the male wasn't there. The women were great and we learned that other people avoid going to the store when the male is there, too.

I proactively called the women again this weekend. She was confident we'd be okay. Now that will be determined by our credit card company. The bottom line is the table looks like it was already a reject that was picked up by the store (I'm serious) and they tried to pawn it off on us. We're dealing with our credit card company now. The male wanted us to accept delivery on this garbage and bring it back to the store to be fixed. No, there's too much damage and since this is the kind of garbage that came out, why would we expect them to correctly fix it correctly. Rhetorical.

If we need to, we'll escalate it. Please don't even trust sale items. This is so beyond any experience we've ever had, we're cautioning you. We've bought good furniture before but this is abominable.

Prior to the table arriving, I said we're going to have to go over the table and chairs with a fine tooth comb and flashlights. We didn't have to go that far. The gentlemen who delivered it pointed out some of the issues that we would've seen had they lugged it in.

Not including the video because it's a computer to this site and has too much vulnerability. (I don't upload to any site.)

The only solution is a full refund. We compromised with our movers from out-of-state. We will not compromise on this.

The upholstery on my 4 year old chair is already ripping at the seams. Obvious poor workmanship. The company simply said that the chair is no longer under warranty (which only lasts one year) and I could decide whether I wanted get it repaired or not, but they wouldn't be involved, or pay anything toward the repair. I'll NEVER buy Thomasville again!

WE purchased a leather sofa and matching loveseat. It felt comfortable when we sat on it in the store, so we spent $ 7, 000. Within about 6 months, the cushions lost resiliency. They were replaced, but with inferior material. The sagging got worse. We didnt complain to Thomasville until a year later; we were involved in buying and selling a home. Right after we moved in, we called customer service. We explained that we very very unhappy with their product and wanted our money back. They refused and sent one of the managers. He was very anxious to please us, but insisted that our money couldnt be returned. He bought a runner (rug) and fit it to size, and inserted it in the cushion to prevent sagging. It felt ok, but then it sagged again. He returned and put more stuffing in, which made it uncomfortable. My husband wont sit n the couch, its that uncomfortable. If an overweight person sits on the couch, it takes about a day for the cushion to rise up to its normal state! We should've bought a couch at one of the less expensive stores! Stay away from Thomasville. Their furniture is NOT made well!

I bought an entertainment center on May 5th, 2013, delivery date was Jun. 2nd, 2013. Now almost 4 months later there is still no commitment to a delivery date. When I asked, if I could cancel the purchase, customer service answered in a very unpolite way, that this is not possible and the dates are estimates. Unbelievable. Unfortunately other reviews are saying the same. Avoid to purchase anything with this company.

We are extremely dissatisfied with our recent purchases from Thomasville of Augora Hills, CA both with the quality of the products and the post-sales customer service. It is appalling to me that after having spent over $11, 000 on products that seem to be of good quality in the showroom but are of inferior quality with poor craftsmanship when delivered to your home. And when you call the store salesperson, who has now made her commission on the sale, you get told in the most unfriendly and unprofessional way that it is customer service who has to deal with the issue. Customer Services solution to all the problems is to have a sub-contractor come to your house to take pictures or quick fix your brand new “custom made” furniture. Off the 6 pieces of furniture, I have had issues with three of them. Our Ernest Hemingway accent table is not similar to the one that we saw in store and is imperfect on the table top. Thomasville’s solution…send the contractor to take pictures of the table, tell me nothing can be done or else exchange my brand new table with the floor model that has been, as per the customer service person, ”on the shop floor for 4-5 years”! Our $1400 per chair leather recliner came with a manufacturing defect that made the leather rub against a bolt and scar the leather. Once again, the same contractor comes to rip out the leather from a new chair, tighten it further so that it does not rub and use a leather polish to hide the scar. The final and most recent issue is our dining table and chairs. They arrive on April 26, 2013, almost 5 months after the order was placed. I refused accepting the delivery as the top of the pedestal of the dining table was cracked all around the rim with a chip around where they tried to put a screw in. Again, poor craftsmanship and what reflects poor customer service and lacks any quality control is that they sent the table to me, the customer, in that condition! An email to the President prompted a swift response and a call from CS who, at another customers expense, was to send me a replacement table. 18 days later, there are no calls and there is no table. A follow up email to the President states that I purchased the furniture from an independent store and need to deal with them. If the top management of this company has a complete lack of ownership & accountability, then you cannot expect much from the customer facing employees / representatives of Thomasville. In today's competitive business environment, this is a recipe for failure. If I had read reviews online before I spent so much money with them, I would have never bought furniture from them. Beware before you spend your money on extremely expensive, non-US made, poor quality furniture from Thomasville where the customer comes last!

WORSE, OVERPRICED FURNITURE WE'VE EVER BOUGHT!, 2013
"The GUARDSMAN 'protection' policy THOMASVILLE offers (which we paid for) is worthless!
THOMASVILLE, please tell your customers the real time your delivery will take.
We assume extreme delay on your delivery is due to the company's 'outsourcing'
We also assume the very poor quality of the furniture is AGAIN due to THOMASVILLE 'outsourcing' and if thats the case... THOMASVILLE'S prices should be A LOT LOWER, to represent the current THOMASVILLE product 'quality'. This is the first time we have ever purchased ANYTHING from THOMASVILLE and it will be the last.
Very simple... we purchased 2 chairs (costing in excess of $3000.00) from THOMASVILLE in dadeland, (miami) florida, delivery took double the time and BOTH chairs broke within the first 6 months of arrival. THEY ARE USING PLASTIC SPRING CLIPS! ALL BROKE!
GUARDSMAN (their protection policy) AND THOMASVILLE have done absolutely nothing and my husband and I currently sit on 3K sinkholes!
We will post this consumer review everywhere we can to worn other consumers.

Thomasville oakbrook lies about delivery time of furniture AND whenI did gert my furniture 3 months late it was not the fabric I had chosen. Customer Service is rude and lies. I have purchased furniture for projects at companies for the past 20+ years and have never experienced such poor delivery and service. I hope nobody buys from thema nd they close the doors to the business. It's a no wonder other Thomasville's have closed down. A pure waste of my company money and time.

We ordered sofas from Thomasville Furniture about 3 months ago. At the time, they told us it should take 4-5 weeks to deliver. Weeks upon weeks passed with no word from the company. We had to keep calling and arguing with them just to find out that the fabric was still on backorder 3 months later.
We tried to cancel our order. The lady on the phone literally snickered and said it was too late to cancel and get our deposit back even though they haven't started making the furniture yet!
I would never recommend ordering from this company!

Just received delivery of my new Mercer sofa which I purchased from Jay at Thomasville in Sterling VA. and all I have to say is WOW...never been treated so bad from a person who is suppose to be in charge of 'Customer Service" . I called within 5 minutes of delivery of my new sofa to let them know that it arrived with some damage that was not previously on the piece and basically my customer service person became combative and told me i bought it "as is" so there is nothing they can do for me. Well I can tell you that I was shocked by her delivery and unwillingness to provide any type of resolution. I explained to her that Jay my sale person told me to call right away if anything wasnt right when it was being delivered. He stated this because I express concern in having this piece sit on the showroom floor until THEIR deliver person could deliver it to me. She finally stopped arguing with me and said she would check with Jay and call back in an hour...based on her attitude and treament I dont expect much but I can tell you this...I will submit a claim with my American Express which I used to purcahse and will not be a Thomasville customer. Should have stuck with Ethan Allen.

I purchased a solid wood (or so I was told) bedroom set from Thomasville only to have it delivered with 50% of the pieces damaged. Now I am told they will patch the furniture up but not replace it. Two of the pieces have deep dents and will have wood filler used to repair them. The third piece was already repaired with what looks like a black marker. This is not what I would expect for $7, 000. Before you buy form Thomasville you need to read the conditions which are on the back of the sales receipt. Thomasville does not guarantee their furniture...in fact the agreement states " Material used in production are not guaranteed to perfection". As I have found during this experience they will show you a nice floor model and then ship you scratch and dent furniture. For your own sake, please read all of the conditions because they take responsibility for nothing, not even damage during delivery. If you have a problem that they will not resolve (like my situation) then you need to go to Kentucky state your case. This contract is well written for a company that is looking to take advantage of a buyer. BUYER BEWARE! You can also check with the better business bureau

I purchased a Thomasville Vintage collection office set (glass front book shelf, lateral file, hutch and desk) through office depot. I spent several hours putting the furniture together|. When I got to the desk I noticed that the part numbers were wrong and the arrows and directions were also facing the wrong way on one panel".After completely assembling the desk and all drawer I went to slide the drawer in and discovered that the drawer glides (which were preinstalled by thomasville) did not match -- the glides on the desk were smaller than the ones on the drawer and no amount of force would make them work together". I contacted the support # and was basically told that it happens all of the time and that they only design the furniture not manufacture it -- no apologies just excuses|.They told me that they could ship me 4 new desk support panels and that I could disassemble the desk and install the new panels -- it would take 10-14 days/. After further complaint they agreed to expedite them and I received them the next day --- before I went though the trouble of rebuilding everything I decided to make sure the drawers fit -- they don't --same size as the orignal glides that were wrong|. I sent an email -- their response --return it to office depot". I have already invested hours in putting it together and would have to disassemble it to return to OD -- if they would even allow me to return it.. All in All I would stay away from this company -- I bought this furniture based on prior good experiences with the quality of Thomasville --- never again.

My wife and I recently purchased a Felicity Sunlit Cherry Bedroom Suite from Thomasville Furniture. Our Thomasville saleswoman had led us to believe that our Thomasville furniture would be made in North Carolina, but when it was delivered we discovered that it was all made in China. Thomasville had built its reputation on delivering high quality, American-made furniture from North Carolina -- but it appears that those days are now long gone.

The fit & finish of our Thomasville made-in-China furniture was poor. There's really no other way to describe it. Our bedroom suite has a total of 28 drawers. Many drawers weren't centered in their openings; some drawers were recessed in too far, and other drawers extended out too far. After 2 visits from Thomasville's repair people, we still have: 8 drawers not centered in their openings; 13 that extend out too far; and 7 that are recessed in too far. Thomasville's repair people told us that our remaining problems were non-repairable. So I guess we'll just have to learn to live with this poor quality.

When we purchased our furniture, we specifically asked our Thomasville saleswoman what kind of wood was used in its construction. She told us it was "entirely cherry". When we later asked Thomasville's repair people that same question, they looked at our furniture and readily identified over 5 different species of wood -- just one was cherry, and at least 2 were obscure, unidentifiable Chinese hardwoods. What we actually received was quite different from what we paid for. When we brought this to the attention of the management of our Thomasville dealer, they completely ignored our complaint.

At first glance, Thomasville's construction quality appeared to us to be quite good (i.e., dovetail drawers, etc.). But in places where it wouldn't be quite as obvious to a customer, some of the furniture's joints are held together with staples. That doesn't instill much confidence that the furniture will last for more than a few years. We would have expected to find that kind of cheap construction in bedroom suites that cost under $1, 500 -- but not in a Thomasville bedroom suite that cost us over $5, 000!

My wife's dresser arrived with a large 10" circular hole in the back of the cabinet. Rather than repairing this damage "before" the furniture was shipped, Thomasville's factory instead tried to conceal the damage by screwing a large Masonite panel over the hole. While Thomasville repaired the damaged back panel "after" we discovered it, the point is that Thomasville deliberately shipped severely damaged furniture to a customer with the hope that the damage would never be discovered. That's not what one would expect from a quality "world class" furniture brand.

Thomasville's furniture is shipped with a Chinese "plasticized" finish. In our experience, it attracts dust like a magnet and unlike a quality lacquered or varnished finish it's relatively soft and easily damaged. According to Thomasville's "printed furniture care instructions" my wife and I are not suppose to allow synthetics, rubber, or plastics to rest on the wood finish as they may damage the finish. That, of course, prohibits placing most lamps, clocks, radios, TVs, pens, etc. on top of your Thomasville furniture unless you first modify the bottoms of those products.

Everything at Thomasville seems to now be focused on charging its customers as much as possible, while at the same time cutting its costs as much possible. Even the screws that hold the knobs to the drawers have been cost-cut. Rather than extending the screws into the knobs by at least 3/8", they just barely touch the knob. The cost savings across an entire bedroom set has to be less than a dollar -- and yet amazingly Thomasville still went for it.

After contacting our local Thomasville dealer several times about many of these problems and receiving no satisfaction, my wife and I wrote to Ed Teplitz, president of Thomasville Furniture Industries -- and also to Ralph Scozzafava, CEO of Furniture Brands International. Furniture Brands International owns Thomasville, along with Broyhill, Lane, Drexel Heritage, Henredon, and Maitland-Smith. Neither of them ever responded to us. That pretty much sums-up our Thomasville customer satisfaction experience.

My husband and I moved into a our new home. We are empty nesters so our furniture does not get the wear of most families. We have never treated ourselves in 30 years to new family room and dining room furniture. We went to Thomasville to buy quality furniture (usa made) NOT. They have always or at least I thought a great reputation. We spent over 9K in Benjamin love seat, sofa and up charged same fabric to two morgan recliners. Within the first year the recliners showed wear on the head area and arm area. Customer service in hayward CA said they have never heard of this including the store manager at the Dublin store. Wow we thought how could this be. We live just like everyone else. With the many conversations I had with them Thomasville decided to send a specialist and he tested the leather to be water soluable (surprise)!. Thomasville replaced our two chairs, and love seat and said most likely it will not happen again. Different lot #. Well not true. The same happened all over again so I called with the year. Again very surprised so they sent another person out to inspect. He stated the leather was not protected so therefore it was the way it is and this is normal wear. I was told the cheaper the cost of your leather sofa the more the quality will stand up the more expensive the more wear you will show. I know many people that have leather sofas and chairs for 10+ years and they look great. I am so embarrased when people come over to look at our furniture but it also tells the true story about the poor quality Thomasville is producing. We thought we would have this for many years.

I spent $1400 on a new Thomasville sofa 3 years ago, believing it would last. I am VERY disappointed to find the front bottom frame is bulging out in one spot. My husband and I are not overweight and live by ourselves. The sofa does not get high use. How could this give out when it is so new and never abused? Is the frame made of plaster or wood?
My home is filled with quality Thomasville furniture and I never had problems in the past. I have moved many times over the years, and the wood furniture has held up remarkably well! Will Thomsville stand by their standard of excellent quality and remedy this?

I purchased a very expensive furniture set (Near $10k) from Doug Crede who is the Sales Manager at Thomasville Home Furnishings in Jacksonville, FL. Doug was all smiles and roses when I made the purchase and was the consummate kiss-### sales person. I had to wait on my furniture for nearly six weeks and then the day came that it arrived. I was able to work with the delivery company to ensure that I was there when the furniture arrived and so I didn't have to wait for up to three hours for the delivery. The delivery guys seem to be trying to be very careful with the furniture so when I returned home after the delivery that night I was surprised to see a huge nick in one of the items. I immediately called Thomasville and Doug Crede. Doug assured me that he would see that this was looked into. I should have know what was coming when he was so vague about how fixing the furniture would happen. The next day I received a call from a very abrupt lady with Thomasville in Jacksonville. She was all cheery in telling me that I would have to wait for a "repair person" to come out and wanted to know what three hour window would work. After telling her I didn't create the probelm and that I didn't have time to wait she starts quoting parts of the contract I signed when I bought the furniture. After getting very frustrated with contract quoting lady I asked to speak to my sales person Doug Crede. Doug changed once I started asking what he and Thomasville planned to do to resolve the situation, he was no longer the happy-go-lucky kiss-### that I'd bought the furniture from. He was now a "contract quoter" and had no interest in making the situation right. When I asked him if Thomasville was willing to give me a gift certificate or something to compensate me for my wasted time he again quoted the contract. It seems if you buy something from Thomasville that when you make that purchase and sign what looks like a basic sales agreement, that you are actually signing documents that give away any right you have to get new furniture or to return what you purchased. Since Doug was more than familiar with the contract he became very cavalier about my situation. Long story short, I still haven't gotten my furniture fixed, I've hired an attorney to help get satisfaction, and I'm telling the world about my experience. It seems I'm not the only one ripped off by Thomasville. If you Google "Thomasville furniture ripoff" you'll see what I mean. DO NOT be scammed by Thomasville, if your furniture is damaged or not built correctly you do not have any recourse. Also, DO NOT buy furniture from Doug Crede who is the Sales Manager at Thomasville Home Furnishings in Jacksonville, FL. Doug is the head scammer there.

I purchased the bed frame a few years ago as part of an entire bedroom set and started having problems immediately with the bed frame.

Unfortunately, when one goes to buy a bed frame, one normally does not look at the support underneath. The king size bed frame had no slats and it only has three very slim metal rods going across the bed frame and the middle support legs are narrow and prone to bend at the slightest movement of the bed.

To its credit, Thomasville did send out a repair man to my house, but incredulously the repair man said my floors were too smooth and that was the reason why my bed moved and the legs bend. He failed to see that the problem is structural and has nothing to do with my floors.

The bottom line is that I have no such problems with a different bed set from a different company but Thomasville refused to acknowledge that they had a product defect because its warranty would result in the customer receiving some compensation.

I am prepared to actually rebuild the supports in the middle myself with no help from Thomasville. But I just want to air this grievance against Thomasville and hope other consumers make sure they check the supports, especially with king size bed frames, otherwise their purchase will "sag" like mine.