Reviews

Review Details

• Review fromJoan T

  Date: 08/20/2024

  1 star

  Joan T

  Date: 08/20/2024

  DO NOT TRUST THIS SELLER! I purchased about $25,000 worth of custom furniture, and I really liked everything but I had one, small problem. I had ordered three beverage tables (for about $200 each) and when they arrived they were wobbling. The driver (who is responsible for checking the furniture and doing on the spot repairs) agreed that the pieces would need to be remade. I contacted the store and asked for a refund. I was told they had "tightened the screws" and that the tables were "as stable as small tables can be." Newsflash - there are a lot of small beverage tables stable enough to hold drinks. I asked if the tables were stable, and received no reply. I was told that I could drive an hour and pick up the tables, or wait until they were in the area again (they will never be in this area again) or pay a 50% restocking fee. I understand that custom furniture is not returnable, but this was manufactures defect. If I can't trust them to refund in the event of manufacture defect, then I can't trust them to order from again. So, about $24,400 worth of my furniture was beautiful. But, for a $300 restocking fee they refused to refund my money and told me that the "stable as they can be" tables were my problem, not theirs. I said it was very short sighted of them to loose me as customer and take on all the negative feedback I would post on line but they don't care. Apparently, three hundred bucks is three hundred bucks and they will put that ahead of integrity and customer services.

  Thornton Furniture

  Date: 08/22/2024

  This customer purchased $19,508 of furniture, almost all of which was special ordered (customized to her specifications - custom finishes, fabrics, etc.). It was a very nice purchase. Upon delivery, a large accent chest priced at $1199 was found to be defective - one of the legs was damaged. The delivery staff informed the customer and brought the item back to our warehouse. We issued a full refund for that item. The customer special ordered three very small, lightweight side tables to be used as beverage tables. She felt they were too unstable at delivery. The delivery team explained how small & lightweight the tables were - there is little you can do to change the style and design of an item, but we decided to bring them back to inspect further and see if anything could be done to improve the situation. We examined the tables and tightened all bolts holding the tables together - that improved the stability somewhat, but again, they are extremely lightweight and small. They are not defective - that's the way they are designed and made. If they were larger and heavier, perhaps with a weighted base, the tables would be more stable. They would also be more difficult to move. The customer lives over an hour away from our store. We offered to deliver the tables the next time we were in her area, or, if she came to Bowling Green before that, she could pick them up. We stock almost $3 million in inventory, but we are happy to special order anything a customer wishes. However, we state very clearly on all paperwork "special orders are not subject to cancellation" and "a 50% non-refundable deposit is required on all special orders". Every customer signs that they agree to those terms. If an item is damaged or defective, we are happy to repair, source a replacement or issue a full refund. We do our best to describe the products as accurately as possible, taking into consideration how a customer wishes to use the item and any characteristics they may like or dislike. It is unfortunate that this customer did not like her special order beverage tables. It is also unfortunate that she questions our integrity while making good on her threat to leave multiple negative reviews online if we did not accede to her demands.