SUBMIT A COMPLAINT

Thomasville Furnitureshoddy quality (if any)

We purchased a mattress from Thomasville almost ten years ago. We also purchased a sofa-bed at the same time. We have 6 other Thomasville pieces (What is the definition of insanity? Doing the same thing over and over again and expecting different results)

The mattress developed sags within a couple of years. We called and complained. They sent out a "technician" whose "fix" was to put two pads under the mattress. So the resulting image when the bed was made had two big humps in the bed. Just awful. The pads exacerbated my acid reflux and I now have grade 3 esophagitis.

The mattress is even worse now. It should still be covered by the 10 year non-prorated warranty. Unfortunately, I cannot find a ten year old receipt. (I did find a card that the salesperson wrote us at the time wishing us well in our new house (where the mattress and furniture were shipped.) Thomasville should have been able to look up proof of purchase through the store (now closed) or the service call. They claim they cannot.

They wrote:

"Mr. Torres,
Thank you for contacting Thomasville Furniture. We apologize for any issues associated with your mattress purchase as your complete satisfaction is our ultimate objective.
Thomasville ’s Written Limited Warranty states in the first paragraph: Thomasville warrants to you, the original purchaser, that for the stated warranty term, Thomasville will repair or replace any piece of furniture which is defective in material or workmanship. The decision to repair or replace will be at the discretion of the manufacturer. To exercise your rights under this warranty, you must submit the original sales receipt when making a claim.
I am sorry that we are unable to help you with your mattress unless we have the purchase receipt. I will keep you information on file under your case # 56701, if you should find the purchase receipt, we will see what we can do.
AJ Gallant
Consumer Service Dept"

A lovely form letter with very little compassion--although as you can see, my complete satisfaction is their ultimate objective.

Stay far away from this company. Even though we have over 7 pieces of their furniture, they showed absolutely no customer loyalty. Unbelievable! Especially since their "repair job" was such a joke.

Rt

Post your comment