Bad Products and Service

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!