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December 2022 by Victoria Hull
I am so frustrated with this company. I bought our couch 6 months ago from Thornhill Furniture in Antioch TN and it has already separated in 4 different areas at the seams. I have called for WEEKS with no answer, I have left numerous voicemails with no return call, I have emailed them, and sent messages on their website with no response. I love 1.5 hours away from them and I have a young baby. We purchased the protection plan through guardsman which this company recommended and I put in a claim for the damage. Got an email that it would take 30 days for them to even decide if they will approve or deny it. Just got an email that they denied it because the part that’s damaged is not covered. It’s literally on the cushions. So I will have to fight with them on getting them to approve it, and IF they do, they state it will take 2-3 months to get my couch back. No replacement. I am extremely upset with guardsman and Thornhill Furniture for scamming me, and selling horrible quality products and services.
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December 2022 by Katea Watson
I was reluctant to give this review as a repeat customer. My first interaction was positive and smooth. There are so many positive reviews hopefully my issue is isolated.It is nearing 2 months and I still have not received my bar stools. When I ordered my stools I was told delivery would be 2 weeks. I truly do understand supply chain issues but what I can’t understand is poor customer service. I left several voicemails and spoke to the owner who assured me he would call. That has been weeks ago and still no response. I went in to request a refund since absolutely no one can tell me when the stools will arrive. Only to be told the owner is the only one that can issue refunds. I provided my payment properly and it should not take jumping through hoops to get a refund since no one can seem to follow up with me. Again, I truly hope this is isolated event since I am a repeat customer.Update: Still no response to my request for a refund. This is truly bad customer service. My money is being held hostage with no idea of when I will receive the bar stools. Radio silence! I would not recommend anyone use this company.Update 2: There is something that can be done. I would like a refund for the bar stools. As I stated above I do truly understand supply chain issues. What was not addressed is the lack of customer service of people returning my phone calls and being transparent. I have been more than understanding. Also, what is not being addressed is that I was told my bar stools would be in, in 2 weeks and I'm working on 2 months now. I found similar if not the exact same bar stools and they were delivered to me within 10 business days.Update 3- Filed a BBB complaint. I literally can not get anyone’s assistance nor answer the phone. The voice mail is full. At this point you are holding my money hostage with no product that was promised to me in 2 weeks from the date of purchase 8/24/2022. I also disputed my charge with my credit card company. Since the company refused to contact me as they said they would. Be sure you know the delivery details before using this company.
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December 2022 by Maximum Detail Service
We have been waiting for months with a broken sectional. Less than a year old and they made us go through the warranty company. Had to mail in paperwork and wait weeks for the warranty company to tell us that we had to go through Thornhill because it was less than a year old. The female salesman tells us one thing and the owner tells us another. Will never buy anything else from this store. Crazy thing is they are quick to sale you a warranty but you have to jump through 10,000 hoops to get the issue resolved. Still waiting for replacement.
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November 2022 by Todd York
Ordered a 4k$ tv stand that was supposed to have a fireplace. Was informed while being delivered they didn’t have it but would get it to me once it came in. It’s been 8 months and still no fireplace. They do not care about taking care of their customers. What a shame
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November 2022 by Melinda W.
We have been trying to reach this store by phone for several days. We have left messages but no one returns our calls. We placed an online order and they charged our credit card but never confirmed that they actually have the furniture in stock. Can anyone confirm if this store is going out of business?
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October 2022 by Reginald Waggoner
This store has very nice furniture, if not the exact same furniture as the big name stores but better pricing. I had the pleasure of dealing with Chris but the entire staff was friendly and very professional. Another plus, you can view furniture without being pressured to buy!!
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October 2022 by Sheriell Scott
It's the customer service for me! I was acknowledged within seconds after crossing the threshold and formerly greeted (by Billy) with a handshake. Not sure if this was the case, but Billy appeared to be assisting another employee who in turn appeared to be assisting a customer (not certain)...all I know is that Billie got up from where he was seated to address my need. After telling him that I wasn't in the market for furniture and that I'd only dropped by hoping to acquire cardboard for a yard/gardening project, Billie...along with Mike (another store employee who wanted me to make everyone aware that he's very handsome) spent the next 10-15 minutes providing me with way more cardboard than I expected and information (forthcoming) regarding two additional projects. Even though I wasn't there to buy furniture (migrating towards minimalism), I still took a moment to check out their selections and would like to highly suggest that you drop in for a look-see and perhaps a purchase if their inventory suits your needs. The type of customer service I received today at Thornhill Furniture should be common place but it isn't. So grateful for the reminder that it still exists in this little pocket of the world. Thanks Thornhill Furniture! It doesn't take much, but you made my day. May the Lord bless and keep you and yours according to His will.
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October 2022 by idella woodard
Love love love love love this family orientation furniture shop!!!!!you can’t beat the customer experience or the prices. Louise was straight up and down to earth. If your looking for a place to buy good quality furniture where honesty is truly there business! Then you’ve found the right place!
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October 2022 by Blair Fleming
Very pleased with Thornhill! When I visited initially I was greeted by Luis who is very friendly. I was impressed by the selection of furniture as well! When I visited a second time with my parents, Jim was there and was also very genuine. The ladies working there were too. I found a gorgeous sofa & bedroom set that I wanted and the check out process was seamless. My furniture was delivered and assembled in a timely manner. My couch was damaged upon arrival and I immediately called the store and reported it. Within less than a week and a half, the issue was resolved and a new couch was delivered. This store has EXCELLENT customer service and I couldn’t be more pleased with my furniture. Highly recommend!
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October 2022 by Kia Yates
I had been running around all day looking for a bed for my 3 year old and within 3 minutes of coming into Thornhill, Brock had helped me accomplish a search that had taken hours. He was very kind and helped make my purchase extremely fast and easy. I will definitely shop there again for my future household needs.
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October 2022 by Kristen Brown
Had a hiccup of an incorrect mattress delivered and installed. But manager Brock took great care of us the next very next day. Thank you so much for the excellent communication and swift turn around!!!!! Love our mattress!!!
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October 2022 by Kylie Ochsenreiter
Brock was an amazing help with this purchase! He made buying a random piece of our sofa a breeze and we’re very grateful. He went out of his way to meet us for a pickup on a Sunday morning. He made sure we got the very best price, too. Thank you, Brock and Thornhill Furniture!
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October 2022 by Nitra Jones (nitraaj)
Brock was very helpful. He did a great job explaining pricing and educated us on finance options. If needed, we will definitely be visiting this store again!
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October 2022 by Lauren Martin
This place did amazing job! We came in for a dresser and found what we wanted first go! They helped us with delivery and also the prices were great! I would do more then 5 stars if I could! Highly recommend
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October 2022 by Robert Przybylski
Brock has been awesome. We had an outstanding issues from previous salesman and Brock has beeen a man of his word!! A nice change from the typical salesperson I wish him the best!
