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Thomas Home Furnishings / Bait and switch fraud

1 United States Review updated:

I went to this furniture store looking for a recliner and a mattress. I found a recliner, the sales lady, Rita Bertolino was very pleasant and measured the love seat recliner I had chosen and gave me a card with the price and the measurements. We then found a mattress. It was also a floor model and had a small rip on it so she talked to the manager "Tim" and he said they would sell it to me for $299.00 and the chair for $499.00. I did not have a truck with me at the time and was on my way out of town so I asked if I could pick it up next week and if they could make sure to hold it for me.Both the saleslady and the manager assured me that the items would be there when I came next week. I asked if i could at least give them a post dated check to make sure that the items didn't sell. The manager "Tim" told me that they had 6 or 7 other chairs in the warehouse and that even if that one sold, they could bring another one from the warehouse in 15 minutes. He said" there is no way they are all going to sell out. He also told the sales lady to put a "SOLD" tag on the mattress. On Feb 5th i returned to the store and as soon as I walked in, both the saleslady"Rita" and the Manager Tim, started acting strange. When I walked up to the chair to show my husband he came up to me and very rudely stated that " that chair is sold" . I reminded him of our conversation and he denied it, saying, I never promise a customer that the piece will be held for them" he immediately stomped off and then the saleslady became very apologetic and embarrassed and said she did remember our conversation the previous week and that she would talk to him again. She came back and said that they did have other chairs like it in the warehouse but that"the manager said it would cost you double what that chair costs" If he had not been so rude to begin with I might have not been so upset. It just seemed like I was attacked as soon as I entered the store. I was livid and had to walk out of the store. I told the saleslady I would look elsewhere and my husband and son walked out with me. My son really wanted to get the mattress because he had already gotten rid of his old one and so him and his father went back into the store and bought it. Since we had no other furniture in small house, we went to another store and bought a similar item that cost $899.00. The saleslady at that store said she was a previous employee of Thomas Home furnishings and that she had left because that was common practice and that "Tim" puts fear in all of his employees and that he is consistently rude to customers and employees. She also told me that the prices posted or quoted often change when the customer comes to pick up. On Feb 6th, the next day, I called the owner Bill Thomas. He said that he did not believe that had happened because "if a price is posted, it is the price you pay no matter what" . he said he didn't know anything about it and that he would talk with the manager "Tim" and call me back. When he called back he said that he was at the store the first day I was there ( he had told me he knew nothing about, 15 minutes before) and that he had heard that I wanted to leave a post dated check and that it was store policy not a accept post dated checks. I was never told that when I offered it and I told him so, he said it didn't matter if I was told or not, that it was store policy. I asked about the price change and asked if it was a "bait and switch operation" and he never answered that question. He asked what I wanted him to do, in a very rude manner and I told him I had to spend an extra $400 because of this incident and he told me he was not going to do that. He said I could return that item and come back to the store and purchase the original chair for $799.00 which is the price of the chair. I told him that was not acceptable and that I would be calling the better business bureau and filing a complaint. He said that the BBB has no complaints on that store in 50 years and I was the first. I told him he was wrong and that the BBB had several complaints listed and that they only do the last years worth not the last 50 years. That pretty much ended the conversation. i have contacted the Arizona Attorney General and filed a complaint. the case number for the better business bureau is #[protected]. I am in the process of writing letters to all of the local papers as well as those in the neighboring communities. If anyone lese has been bait and switched by this company before, pleas contact me.

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  • Pa
      13th of Nov, 2009
    0 Votes

    We never had the bait and switch, but we had a terrible experience with our local Thomas retailer. Biggest complaint was that it took FOREVER to recieve our couch and loveseat. Of course we had to pay a seperate truck company to deliver. Upon delivery my wife noticed that there was a cut in the love seat and that the couch was way out of wack on one side. Store manager said there was nothing they could do about the wacky couch and for us to contact the manufacturer. As far as the cut, we would have to make an appointment for this guy to come to our house and he would repair the cut, and if that didn't work, we would have to move the couch back to the store to be repaired, not replaced. Of course I couldn't get off from work when he was in town so I was unable to get it repaired, and have no way to move it to the store in hopes it would get repaired. The store manager was a jerk of the highest order. Maybe that is how they are trained after hearing about how Mr. Thomas treats customers in reading other blogs. Our table is a total piece as well. It has these rub marks that won't go away. My wife sat a bowl of potatoes on a hot pad. After eating there is a ring on the table. I was going to contact the owner but after reading all of the blogs I see there is no hope of getting anything resolved. We spent almost 8, 000.00 dollars on furniture. The bedroom set is fine and we are happy so far with it. But the customer service at our local store was horrible and I make it a point to tell people not to go there.

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