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:10/04/2024

  Type:Delivery 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 bought a king size bed from Thuma on September 17th, for $2443, promising shipping within 3-5 days. After the product still had not shipped, I followed up on 9/25 and received a canned non-response. My several follow-up emails since have been ignored, and it is now 2.5 weeks since I ordered the product and the product still has not ********** short, a company cannot accept $2443, not ship the purchased product, and then ignore all follow-up by the customer.

  Customer Answer

  Date: 10/08/2024

  From: ***** S <**********************************>
  Sent: Tuesday, October 8, 2024 12:39 PM
  To: info <*******************************************************************>
  Subject: Re: You have a New Message from BBB Serving ***************** Area and ***************************, Complaint #********

   

  This dispute can be withdrawn or resolved - I wasn't sure how to do so on the webpage.  The company finally shipped the product to me after I notified them I had filed a complaint with BBB.

• Initial Complaint

  Date:09/26/2024

  Type:Product 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.

  I purchased a very expensive Daybed from this company. They sent it in a shipment of 5. I only received 4 of the 5. They do not have a phone support only email for issues as I have purchased from them before and the same experience. The package was lost due to Thuma putting the wrong address on the label and an incorrect barcode. When I emailed the support because you cannot call anyone they are one of these company that has no idea how to speak professional so they cut and paste on their email responses. They did nothing to help with the missing package. Since I also have a business I was able to open up a case to try and find the missing package spent countless hours give *** Ex information only for the package to be sent back to them. Still no re issue of the package. In one email they did say I could still use the bed without the cushion without even knowing the bed is for a dying parent. This company which just opened a new location near to my office in **** has been doing this for years. I do still need my cushion and that is why I am here. It is a unique cushion for this bed so I cannot just go out and buy one it is actually the headboard. I also connected the store in **** they do not offer support. How to you run a business with NO SUPPORT FOR LOST ITEMS!! I would like the order completed.

  Business Response

  Date: 10/09/2024

  Hi Robyn, 

  We’re so sorry to hear that your recent experience was less than perfect. We truly appreciate you taking the time to leave a review and can confirm a member of our Concierge team has followed up to assist! 

• Initial Complaint

  Date:09/16/2024

  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.

  I purchased a twin frame from Thuma and not getting a response. I need to ship the item back and would like a refund. There is no customer service number to call.

• Initial Complaint

  Date:08/25/2024

  Type:Product 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.

  My order arrived incomplete, only two of three boxes arrived. Thuma customer service is unresponsive.

  Business Response

  Date: 09/03/2024

  Hi ****, 

  We're so sorry to hear about any issues you experienced with your recent order. We truly appreciate you taking the time to leave a review! 

  We do see that the final package has since been delivered and a member of our Concierge has followed up to assist as well. 

• Initial Complaint

  Date:07/27/2024

  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.

  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

  Date: 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

  Date:07/19/2024

  Type:Service or Repair 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.

  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

  Date: 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 Answer

  Date: 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

  Date:07/12/2024

  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 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

  Date:06/28/2024

  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.

  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

  Date: 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

  Date:06/16/2024

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:05/30/2024

  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 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

  Date: 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 Answer

  Date: 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,
  
  *************