ComplaintsforThuma

• Initial Complaint

  07/27/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a king **** dresser, and two side tables from Thuma on 7/8/2024. My credit card was charged and Thuma confirmed the order. I received notification that my order had shipped and was given a tracking number. When the order arrived, I received the dresser and two side tables; the bed was not in the shipment. ***** delivered all the boxes in the shipment and completed the delivery. I emailed Thuma that I had not received the bed and received an automated email in response. Thuma has not responded to any additional emails. They do not have a customer care phone number. I have contacted my credit card company and disputed the charge for the bed.

  Business response

  08/02/2024

  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!

• Initial Complaint

  07/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a Cal King *** with Headboard on 5/26/2024.Pros:- Bed was well-engineered in terms of pieces fitting together without tools.- Bed seems solid without creaking Cons:- Took two people 1.5-2h to assemble (not ***** min as advertised)- Several ends of long *** rails had significant and visible flaws in the finish.- After receiving pictures, Thuma customer service admitted flaws were present but initially tried to blame "delivery partner" ****** I told them that the boxes arrived without dents or holes (and I observed driver carefully carry them up to our house).- Thuma then offered to send replacement rails and asked us to dispose of flawed ones ourselves. I said this was unacceptable because these are really long and heavy pieces of wood and would require several additional hours of our time.- I requested a 20% discount in cost (which was denied)- I then asked that their "premium delivery" come to our house to dissemble and reassemble with new pieces, then dispose of flawed ones (also denied by Thuma)- They offered "the Sleeve" as compensation. (Why would I want this?!)In the end I researched then purchased some stain/finish touch up at the hardware store and addressed myself. It looks better but, not completely right and, for the price paid, it is ridiculous that a customer had to do this. Waiting for 20% refund.

  Business response

  07/30/2024

  Hi *****, 

  We're so sorry for any additional issues you're experiencing with your recent order. We can confirm our team is actively working to get this issue resolved and we have offered both the option to receive any necessary replacement pieces at no cost, as well as a return for a full refund within your 100 Day Trial. We appreciate you taking the time to leave a review and look forward to getting this resolved. 

  Customer response

  07/30/2024

   
  Complaint: 22015858
  
  I am rejecting this response because disassembly of *** with headboard (and new mattress) would take several hours on our part. Then we would have to repack the damaged pieces in large boxes that are extremely unwieldy another 2-3 hours?). The California King *** wooden pieces are long and very heavy. (Assembly took 2.5 hours, not the "30 minutes" quoted by the company.)
  

  I have already applied additional stain to the unfinished pieces so that it looks "acceptable". This process took approximately 2-3 hours as well.

  This is a very expensive piece of furniture and the finish quality was not good. We are requesting a partial refund to account for the time already spent dealing with this issue.

  I will also note in passing that despite the company's claim, they altered my online review to give 5 (out of 5) stars when I only gave 2!
  
  Sincerely,
  
  *********************

• Initial Complaint

  07/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I purchased a Thuma Bed with Headboard, Nine Drawer Dresser and C Side Table on May 11, 2024. I purchased the premium delivery service. The total amount of the order was $5691.81 which posted to my credit card on 13 May 2024. My original order was supposed to be delivered in May 2024; however, the delivery company cancelled the delivery, and I was told they were waiting for all furniture pieces to arrive at the final hub. I received a new delivery order number; however, the status for weeks remained at "not delivered to final hub". After 4-weeks of emailing Thuma, I was met with no help in resolving the issue until I threated to request a charge back from my bank due to "Non-Delivery" of merchandise. I gave Thuma a month to try to resolve the "delivery issues", now I am thinking lost items. I received emails for the past three weeks stating "It's on the way", with another final delivery date to the final hub, one week out. I received this same message for weeks. I gave them a final delivery date of 10 July 2024, prior to proceeding with a charge back. Today is 12 July 2024 and I contacted the delivery company, and I received the same status of they are waiting on Thuma for the final items. So, I informed the company that I proceeded with a dispute and charge back. They asked that I cancel the order, but I declined since there seems to be no accountability or follow through with this company. I would rather let my bank deal with them.

• Initial Complaint

  06/28/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Orders a product from this company. They bed frame was misdelivered and confirmed mid delivered by ****** The image matching the delivery photos was not my house. Filed a credit card dispute with chase. Thuma and ***** confirms the bed frame was lost but proceeds to fight it and try to get the charge back reversed from chase even though they acknowledged that the frame was lost. Offered a replacement but at this point I want nothing to do with this company or their staff.

  Business response

  06/28/2024

  Hi ******, were so sorry for any issue experienced with the recent order and we truly appreciate the time taken to leave a review.

  
  A member of our concierge team has followed up to get this resolved prior to the complaint being submitted and confirmed that wed be happy to send any necessary replacements and just ask that the dispute be closed once the new shipment has been delivered. 

• Initial Complaint

  06/16/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  My order was placed and confirmed by Thuma on May 18. Thuma immediately charged my credit card, $5408.85. On June 2nd having received no order updates and daily Thuma spam I emailed Thuma and requested an order update. Thuma failed to respond. I emailed again on June 5th indicating this was my second request for status and urged Thuma to respond or I would need to cancel the order. Thuma again failed to respond. Finally on June 6th I emailed Thuma a third time indicating a third and final request for an update or I would raise a dispute with my credit card company. Thuma finally responded providing tracking information. I note the tracking information never changes Delivery date has not been scheduled yet I also note I continue to receive daily spam from Thuma so there is no issue contacting me. On June 11 I emailed and instructed Thuma to Cancel the order and refund my money immediately. Thuma failed to respond to my email. Thuma's most current tracking information, (attached) indicates no change to the delivery status "Delivery date has not been scheduled yet. Thuma's tracking information also indicates they have not canceled this order. I Instructed Thuma - Do not attempt to ship this order as delivery will be refused.A dispute has been raised with my credit card company. My next step will include filing a formal complaint with Floridas Attorney General - *****************************

  Business response

  07/01/2024

  Our sincerest apologies for any issue experienced with your recent order. 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 issue resolved. 

  Customer response

  07/02/2024

   
  Complaint: 21857239
  
  

  
  Regarding My Experience with Thuma: I reject their response
  
  Lack of Regular Communication:
  Throughout my interaction with Thuma, I noticed a significant lack of regular communication. The only time they reached out to me was after my credit card company raised a dispute.
  
  Dishonest Refund Process:
  Thuma informed me that they couldnt attempt to issue a refund unless I closed my dispute with the credit card company. This statement is patently false and appears to be an attempt to pressure me into relinquishing my leverage.
  
  False Shipping Terms:
  Despite the shipping terms not explicitly stating FOB origin at checkout, Thuma insisted that I assumed responsibility for their supply chain. They claimed they couldnt issue a refund until they received the shipment back in their warehouse, which is once again false.
  
  In summary, my experience with Thuma has been disappointing, marked by poor communication and misleading practices. I advise others to exercise caution when dealing with them.
  

  Buyers beware
  
  Sincerely,
  
  *******************************

  Business response

  07/03/2024

  Hi ********, 

  Our sincerest apologies again for any issues you experienced with your recent order. We truly appreciate your feedback and can assure you this is taken into account as we continue to improve our customer experience. 

• Initial Complaint

  05/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased Thuma's King size platform bed, two night tables, and two under bed storage bins. The bed and night tables were delivered but not the storage bins which were $550. The only contact method is to email Thuma at ****************************** but the emails bounce back and there is no phone number at all on their website. I have emaile Thuma multiple times but the emails bounce back. I am kicking myself for ordering from a company that has no way to contact them other than email, and a site that has no customer reviews. I hope ******************** can help me to get a refund or the items delivered.

  Business response

  06/07/2024

  Hi ***, 

  
  Were so sorry for any issue experienced with the recent order and we appreciate the time taken to leave a review. We can confirm all ETA's are available on our site prior to checking out and we have attached a screen shot for reference. 

  
  A member of our concierge team has followed up to get this resolved! 

  Customer response

  06/07/2024

  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,
  
  *************

• Initial Complaint

  05/16/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I received a Thuma bed frame and upon assembly, one of the main screws that holds the bed together wouldn't s**** in because the receiving end bolt/threads was obviously pressed in at the factory incorrectly (The threads are crushed). (I have pictures) It caused me great concern there's no customer service phone number available, just an email address? After sending in my email request for help I got a robo-response email telling me they'd be back to me- in 1-2 days. This was very unsatisfactory as we have no alternative bedroom furniture to sleep on. It's now 2 days later and I still have not received any response from Thuma to provide assistance with their defective bed.

• Initial Complaint

  04/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a whole bedroom set (furniture only no mattress) in walnut. Advertised as a warm BROWN tone. What we received was ORANGE. There is not one thing that is similar to the photos listed online. It looks like a completely different stain. There is no way to reach anyone by phone at the business as well. The photos on the website are extremely misleading and what we received is not the same as what is pictured. Attached are photos from what I received and what was actually posted on their website. I am aware that color changes under different lighting but whatever type of light this is STILL orange.

  Business response

  04/05/2024

  Were so sorry for any issue experienced with the recent order.  We appreciate the time taken to leave a review! 

  
  We can confirm a member of our concierge team has followed up to get this resolved prior to the complaint being submitted. 

  Customer response

  04/05/2024

   
  Complaint: 21513684
  
  I am rejecting this response because:
  The responses from you were AFTER I submitted this claim, definitely not before. I was also told that the color was from it being natural wood which is not what i am experiencing. This color is stained the same color as what you are advertising falsely. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  03/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Dresser system from Thuma on December 24, 2023 for $3805.19. The Dresser is made up of 9 separate drawers that can be constructed in any configuration. We live in a *** apartment so needed a dresser that could be built inside the bedroom. Upon arrival, at least 3 of the Drawers were damaged. I reported this to Thuma and they offered replacements, however I needed to ship each Drawer back. These Drawers are incredibly heavy and supposedly made of walnut. I did not want to go through the hassle, so they offered me a "complimentary" Sleeve which is a $95 piece of felt. On March 10, 2024, I reported that one corner of the Drawer has completely splintered off. I reported this to Thuma who told me that since I received the Sleeve, that my product was no longer eligible for the lifetime warranty. For clarity, I ordered NINE separate drawers, multiple damaged, and was told that I am no longer eligible for the warranty because I did not want to go through the hassle of shipping heavy drawers back and forth. I live in *** and it is impossible to carry each drawer to **** Clearly, their products are NOT made of solid wood and their warranty is not a real warranty.

  Business response

  03/18/2024

  Were so sorry for any issue experienced with the recent order and we appreciate the time taken to leave a review!

  A member of our concierge team has followed up to get this resolved. 

  Customer response

  03/19/2024

   
  Complaint: 21418034
  
  I am rejecting this response because: the replacements sent to me were defective and completely unusable. The drawers DO NOT FIT into the configuration which results in having a usable dresser. Now I also have to go through the hassle of returning their defective items! 
  
  Sincerely,
  
  Yihsin ****

  Business response

  03/25/2024

  Hi ******, 

  We're so sorry for any ongoing issues with your order. We can confirm our team is actively in contact and working to provide any necessary additional replacement pieces, as well as working to get any damaged pieces retrieved right away. 

  Again, we appreciate you taking the time to leave a review.  We want you to be completely satisfied with your order and look forward to getting this resolved as quickly as possible. 

• Initial Complaint

  01/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The bed frame advertised and pictured on their website as walnut is not walnut in color. It started yellow and turns more and more orange over time. I notified them immediately upon opening the product and several times since. *** asked to be sent a product that matches what was advertised. Ive submitted photos showing how orange the product is, particularly as compared to what is advertised. Rather than acknowledge that the products look vastly different, they keep insisting the product is walnut. Essentially they are gaslighting customers rather than deliver the products they advertise. Regardless of what they call the color, the product they advertise is not what the customer receives. I have since learned from online forums the yellow/orange discoloration is a widespread issue.

  Business response

  02/06/2024

  Were so sorry for any issue experienced with the recent order and we appreciate the time taken to leave a review. 
  
  A member of our concierge team has followed up to get this resolved prior to the complaint being submitted. 

*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. ↩