Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/01/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In January 2025, I ordered a Thema queen size bed with a headboard and cushion and one nightstand. The order was delivered quickly, considering I live in ******. Because my Ohana unit was not ready for the furniture the furniture did sit in shipping containers in the garage for a few ********* daughter and I uncrated everything in mid March, put the bed together and set everything up. Forward fast to three weeks ago. I went to close my nightstand drawer and it wouldnt close all the way like something in the way. I was puzzled as I typically do not keep much in my nightstand drawer. I had to get down on my knees and look underneath the drawer and saw a metal rod hanging out when I touched it it fell. The drawer still works however, a piece of the nightstand has fallen out. I reached out to them via email in early April and did not hear anything back. April 22. I sent a follow up email with a photo and still havent heard anything back yesterday. I sent a voicemail and have not heard anything back.Ive been reading complaints on Thema and realize that their customer service is abysmal and that this is common place for them ignoring customer complaints Im almost 70 years old and to say that this is a difficulty for me as an understatement my home is 150 yards from the street. It was extremely difficult for my daughter and I to get the furniture to the Ohana unit. I thought this was a quality product and that it would not be troublesome. Imagine my shock at things falling apart just weeks after they purchased also consider considering that it cost me over $3400 for this bedroom set.

  Business Response

  Date: 05/01/2025

  Hi ******, 

  We're so sorry to hear about your less than perfect experience and truly appreciate you taking the time to leave this feedback. We can confirm a member of our team has followed up to get this resolved right away! 

• Initial Complaint

  Date:04/08/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Defective bed returned and they won't issue a full refund.

  Business Response

  Date: 04/09/2025

  We can confirm our team has resolved this complaint by issuing a courtesy refund for the shipping fee outside of our normal policy which states that shipping fees are non-refundable.

  Customer Answer

  Date: 04/09/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. But to be clear, at the time of purchase I was never told that shipping costs were non-refundable, I was not shown an invoice with terms, an invoice was not printed out and the invoice that was emailed to me did NOT have any terms written on it so for them to claim that otherwise is false.
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:03/05/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to file a formal complaint against Thuma for a series of issues related to my recent order. I ordered a Classic Bed, but when it arrived, it was the wrong color. I immediately contacted Thuma's customer service, and they acknowledged that this was a fulfillment mistake on their part. They assured me that a replacement would be shipped, but as of now, the replacement has not been shipped, and I have not received any further updates or a timeline for resolution.This situation has caused significant delays to my moving plans and has resulted in financial losses. I had scheduled a moving service based on the expectation that the bed would be delivered on time, but due to the mix-up and delay in the replacement, I have been forced to reschedule the moving service. Additionally, I have had to pay extra to stay at my current residence because I cannot proceed with my move until the correct bed is delivered.I am extremely dissatisfied with the lack of action on Thuma's part to resolve this matter in a timely manner, especially after they admitted that this was their mistake. This delay is causing both emotional and financial strain as it disrupts my carefully planned timeline for moving.I respectfully request that Thuma expedite the replacement process, provide compensation for the extra costs I have incurred, and take immediate steps to ensure that this issue is resolved promptly.Thank you for your attention to this matter. I look forward to your assistance in resolving this issue.

  Business Response

  Date: 03/17/2025

  Hi ****, were so sorry for any issue experienced with the recent order and we truly appreciate the time taken to leave a review! We can confirm a member of our concierge team has followed up to get this resolved and see your replacement was successfully delivered on 3/7/25. 

  Customer Answer

  Date: 03/17/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Zhen Pan

• Initial Complaint

  Date:02/25/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered full sized bed from Thuma and order was shipped on Feb 14th. On Feb 17th 2/3 shipments were scanned and these 2 were delivered on Feb 19th. On Feb19tg I first emailed them saying there has to Be an issue with that 1 package that did not get scanned at all. But they argued saying that ***** is busy with the overload. I emailed again saying that if all the packages were given at the same time and 2/3 are delivered while this one is not even scanned then there has to be an issue. Thuma said they will check with ***** and said if not scanned by 21st a replacement would be sent. On 21st I sent so many emails and none were responded and no update were given. Finally I sent the email from the another email address late in the evening to which they said replacement would be mailed. I said I need my shipping charges back. But they claim they sent partial shipment in time. How is partial == full? Did they charge my credit card partially?? If I had ordered this bed a week later I would have got $100 cash back from ****** I missed on it because I needed the bed asap. But thuma messed up the shipment. I lost shipping charges and $100 cash back from ****** They better compensate for this. They have no customer service phone number and their emailing is extremely bad. They have the worst customer service. I have paid ******** for a full sized bed and they have worst customer experience. They now email saying no refund will be issued. If I had paid even a dollar less will they ship my bed? Then why should I get partial shipment? Why should the customer keep reminding them about replacement? Isnt it their job to follow up once the complaint had been already raised about the missing package? They keep waiting until the customer emails them over and over again asking them to do their job. Horrible service and they are just looting money. So many such complaints I can read now on them.

  Business Response

  Date: 02/26/2025

  Hi *******, were so sorry for any issue experienced with the recent order and we truly appreciate the time taken to leave a review! We can confirm a member of our concierge team has followed up to get this resolved. 
  
  

  Customer Answer

  Date: 02/27/2025

   
  Complaint: 22990434
  
  I am rejecting this response because: These people are cowards to respond like this. I need refund like mentioned earlier on shipping charges and the cash back that I missed from ****** Let them respond to the complaint and stop saying random things here. No one has ever responded to me saying a refund has processed. Nonsense these people are and a utter waste of my time. Such a fraudulent company this is.

  They are extremely good at ignoring the actual message. Its LIKE an automated response they say that "someone has reached you regarding this issue" But I see no refund on my creditcard. These do all such gimmicks so that they dont get a bad BBB ratings. Such games these companies play.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:02/11/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered the headboard, which comes in three boxes.I received one box for the rails, but I am missing the two boxes for the headboard panels.I have been emailing customer service, but they are gaslighting me about other things such as split delivery and asking to check the boxes I have.I have provided the ***** tracking numbers and pictures of their delivery that clearly show that there is no headboard.

  Customer Answer

  Date: 02/12/2025

  From: ****** *** <****************************>

  Subject: Fwd: You have a New Message from BBB Serving ***************** Area and ***************************, Complaint #********

   

  Hello ****, 

  
  

  Please cancel this complaint as the issue has been resolved. Thank you. 

  
  

• Initial Complaint

  Date:01/10/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bed frame ordered evening 07 January. No order confirmation received. Messaged them requesting they send order confirmation. No reply. Messaged evening of 08 January: **** morning, I submitted a written message notifying you that I had purchased a Full Classic bed the evening of 07 January but had not received an order confirmation. I have since received neither the requested confirmation nor the courtesy of a reply. **** is unacceptable. If I do not have order confirmation from you by end of business tomorrow Eastern time, I will submit a final message through this portal instructing you to cancel the order and issue a prompt refund, Should that become necessary, I also will file appropriate complaints with the BBB, *****************************************, and ***, asking them to contact you to investigate possible consumer protection violations. **** message constitutes fair ********* reply. Messaged late afternoon 09 January:As you have chosen to ignore repeated requests for confirmation of the order I placed on the evening of 07 January for one Classic Bed Full, you are hereby instructed to cancel said order and issue a prompt refund in the full amount of $1144.88, failing which at noon Eastern time tomorrow, I will dispute the charge.The BBB gives Thuma an F rating due to its history of unresponsiveness to complaints **************** is nonexistent. The only thing they did and did promptly after receiving my order was process the payment. Such indifference toward customers is baffling and in any case unacceptable. Consumers spending a thousand or more dollars to purchase products offered on their website as I did surely deserve better than to have repeated requests for support blithely ignored. Note also that there is no cancellation policy posted on their website, in violation of CA consumer protection cooling off laws.

  Business Response

  Date: 01/10/2025

  Hi ******, 

  We're so sorry for any issues you're experiencing with your recent order! We can confirm a member of our team followed up and provided two separate responses on 1/9/25, to the email on file ********************** If you are still not able to locate these messages, we recommend checking your spam folder. 

  We look forward to hearing from you! 

  Customer Answer

  Date: 01/11/2025

   
  Complaint: 22794838
  
  I am rejecting this response because:
  
  No message was received from the company including in my spam folder. This is a boilerplate response that ignores the instruction to cancel and refund while offering no other remedy 

  Sincerely,
  ****** *******

• Initial Complaint

  Date:12/27/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Contacted in Jan about swatches, nope. Advice was order small items in each color considering and do free returns. What? Refusal of information about their stain/paint colors. This should've been the warning but design was great and they launched a limited run called "black out" in late November. Unfortunately, I bit on the poison rose and ordered the classic bed with wooden headboard with concierge scheduled delivery. Not so much. After frustrating back and forth I learned my city 30 miles north of ****** was the deep ***** of ******* and only available 1 day every 3 weeks for delivery; and scheduled inconveniently. The team arrived; not concierge by anyone's standard; no shoe coverings or materials to protect my flooring/home. Delivery was cumbersome at best, they insisted bringing the boxes into the assembly bedroom rather than unbox in an adjacent room with ample space. The bed had visible headboard damage, a situation they didn't know how to handle which occupied additional time during the work day. Their logistics company called and pressured me to accept the item "as is." I declined, for the price I paid, there should not be damage. Thuma stepped in and sent a replacement headboard with nearly identical damage; after further review of the entire frame more chipped areas of paint and jagged finish areas were found supporting poor manufacturing. Thuma continues to offer to send more replacement pieces which in some cases require you to take the ENTIRE frame apart. I've repeatedly asked for an accommodation/discount ($500) which is refused; they offer to send replacement parts with the same issues or do a return. For a return, the option is a junk removal company coming in to do pickup or you disassemble. Neither assists with moving anything including a king sized mattress which has been moved twice for manufacturing defects. I've had 3 complicated joint replacements; the option offered is inadequate by any standard of customer experience for any company.

  Business Response

  Date: 01/08/2025

  Hi ******, 

  We're truly sorry for any issues experienced with your recent order. We appreciate the time taken to leave a review and can confirm a member of our concierge team has followed up to get this resolved! 

  Customer Answer

  Date: 01/08/2025

   
  Complaint: 22738496
  
  I am rejecting this response because:

  Thuma is conveniently deferring to the "concierge" team and their "generous" offer to have the frame picked up. Unbeknownst to me following the very minimal portion of communication they chose to share they scheduled a pickup with a junk removal company with no notice to me for December 28th. The company assumed I was in control of this and continued to barrage me with texts and calls including an unsolicited rescheduled appointment for the following Saturday. Only after insisting again they communicate with the company that hired them and copy Thuma in, do I receive this apologetic message of not cancelling the pickup. MASSIVE waste of my time. 

  This company is participating in gas lighting and other manipulative tactics. My request still stands; offer a reasonable discount to keep the frame with the scuffed pieces or provide a proper removal service who will take care of the moving of furniture/mattress etc. I am happy to raise a complaint with the *** as well regarding these sales tactics if needed when the simplest thing would be to keep the bed. It's not fair or reasonable to expect me to keep something that's visibly damaged and pay full price, nor is it fair or reasonable to expect me to continue to receive spare parts in giant boxes some of which require major disassembly.

  This is BEYOND frustrating and annoying but the one silver lining is Thuma wasn't so careful with their screenshot.
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:12/18/2024

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased 4 dressers and an essential bed frame totaling $2795.74 on 12/06/2024. Of the items the bed slats did not get delivered, I contacted the postal service regarding this issue and was told to contact the company to resolve the issue. I sent out an email 12/17/2024 via email as well as on ** and have not heard back from the company. Not being able to have contact from the business is not helping with my order not being delivered. I would like to have the company address and assist with the order or refund the item. Order #************* Tracking #************

• Initial Complaint

  Date:12/05/2024

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Nov, 29 I purchased a King **** Bed and received a charge on my credit card. I received an automated e-mail stating they would send an order number and a *** Ex Number. An order number and tracking number was never received. I have e-mailed them looking for an update and only an automated response saying they will get back to me. I would like to get a response or my money back.

• Initial Complaint

  Date:10/09/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 9/1/24 I ordered $7600 worth of furniture from Thuma. I added the concierge delivery since we just bought a house and didnt want to have to deal with more cardboard than we already had. The company Deliveright sent me a message stating the shipment had arrived at their facility and that they were trying to figure out the logistics of getting the shipment delivered to us. As of 9/18, our delivery has been at the final mile center. There has been no attempt to schedule a delivery. Ive reached out to Thuma and Deliveright multiple times to get my shipment delivered or to at least get a timeline with no response. The only emails Ive received are apologies but no action.