Thomasville Furniture Industries, Inc…read more
I custom ordered furniture through Thomasville of Montgomeryville, PA. This store is owned by the Thomasville Corporation in NC.
9/25/2012: I ordered one sofa, two chairs and one ottoman all in the same Grade 5 leather. My order was delayed, waiting for Thomasville to receive the leather.
4/4/2013: Six months later, the furniture was delivered. Although there are problems with each item, the worst problem is that they obviously do not match each other. The additional problems include flaws on both sofa seat cushions. The sofa back cushions are over-stuffed with fiber, and have no foam core (which adversely altered the design and support). The wing-back chairs are in Grade 3 (vs. Grade 5). They have some damage, and the seams along the sides and backs are lumpy. The ottoman does not match the chairs or the sofa, the top has an indentation, and all sides have scratches.
The Design Consultant and Store Manager referred me to the Customer Service Manager.
4/19/2013: The Customer Service Manager sent a technician to examine the furniture and submit a report. (My requests for a copy of this report have been denied). At one point, he referred me to Corporate Customer Service, who in turn referred me back to the store.
5/14/2013: The Regional Manager (in reply to my email) stated that she was working with the VP and the head of the factory. She would contact me, after their evaluation, to let me know the outcome.
6/14/2013: Contrary to her 5/14 email, the Regional Manager refused to address the evaluation. Instead, she referred me back to the Customer Service Manager.
Representatives of Thomasville repeatedly offered assistance, followed by a referral, which lead to another referral, and back again.
Last week, Corporate Customer Service recommended that I call the President of Thomasville. I was instructed to leave her a voice mail message (as calls are always answered by a machine). I did this. I also sent her an email, and suggested that she visit my Facebook page.
Today, while I continue to pursue an answer, Thomasville can follow me.