Customer ReviewsforThuma

Seems like people just come on here to complain. I love my Thuma bed!

Hi *****, We're o happy to hear you love the Classic Bed!We truly appreciate your feedback and taking the time to submit a review!

We were excited to receive our Thuma bed and nightstands (Spend of over $2600). The order arrived in lots of packaging but the bed still had some damage to the frame. It was cosmetic damage but still very sturdy and usable. We went ahead and constructed the bed and started using it (we had a limited trial on our new mattress). Shortly after, we contacted customer service with a request for a credit or a refund - thinking about $100 would be fair (note: less than 4 percent of our purchase price). They told us our only option was getting a new piece delivered. Unfortunately that solution doesn't work for us for many reasons: 1. We care about the environment and didn't want to throw away a perfectly functional, large piece of lumber (they also claim all over their website that they are "green gold certified"). 2. Our bedroom is up a very sleep flight of stairs and carrying anything up or down is treacherous - we did that once we're not doing it again just because Thuma delivered a faulty product 3. Our mattress is extremely heavy and having to disassemble our bed is not something we're interested in doing. 4. We live in a big city with limited space to dispose of boxes- breaking down their first round of shipping materials took us well over an hour. Customer service is very rigid and inflexible - they only repeat the same solution over and over again without listening to the us about what works with our circumstances. They offered us a free sleeve accessory (small piece of felt for $100). I asked if we could apply the $100 to another small piece of felt for sale on their website that I'd actually want (night stand toppers). This request was also denied. I get better customer service at Target for a fraction of the price. I would have been a repeat customer at Thuma but they've made it clear that my business and experience doesn't matter to them. So if you're hoping that a high end product comes with high quality support, look elsewhere.

Hi *****, Were 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 since followed up to assist!

A friend bought a thuma bed and assumed she could put it together herself because the directions said so. Theres a certain amount of contortion bending of wood to join joints that defied her abilities. She tried to contact the company and the email is useless - sends you a message to send an email - again. She even tried a phone number someone gave her but no reply. Its a great product once it is assembled but why would a company not have customer service????????? Because they are not trustworthy, I would assume.

Horrible customer service. They dont respond well and when they dont answer your question or address your problems. I had to reach out on social media to get a response. And then the communication is just so slow as you get one response a day. Completely unprofessional for a company like this. I just want my money back and will not be buying thuma after this experience.

We received 3 damaged boxes containing a ******************** on 23rd June 2024. I wrote to their "help" email address for Canada the same day complaining about the state the boxes were in and sending photos of the damaged bedframe. That email was acknowledged saying they would get back to me. I sent an Instagram message last night and they said they have not received any emails from me! Lies. I sent them another email and I message again on Instagram with photos. I have asked for a refund and ***** to pick up the boxes. NOTHING. What kind of company does this? I see why they don't have a call centre because of the torrent of angry customers on the phone. EmaiIs can be ignored...I just want my money back and to buy from a company that doesn't disrespect its customers like **********************.

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!

Thuma has terrible quality control. I ordered the modular dresser and the colors of the drawers don't match AT ALL they are completely different shades.

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!

Terrible scam company. Bed never delivered, but they kept my money! No replies to email, no phone number available. They even go so far as to suppress negative feedback on the ** posts. Criminal operation. Never do business with a company that refuses to use a phone to communicate with customers.

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!

Expensive *** with flaws and lousy customer service. Ordered Cal King *** with Headboard.Pros:- 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.Customer Service:- ********************** customer service initially tried to blame "delivery partner" ***** for flaws - 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 10-20% discount in cost (which was denied)- I asked that their "premium delivery" come to our house to dissemble and reassemble with new pieces, then dispose of flawed ones (also denied)- 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, come on, for the price paid, it is ridiculous that a customer had to do this. Still waiting for my 10-20% refund.

Once Thuma has your money they write you off for any future communication. Their "help@thuma" address is returned address unknown.I have asked how to avail myself of their "Free Returns" without any reponse.STEER CLEAR: MAJOR SCAM!!!

Hi ******, we're so sorry for any issues you experienced with your recent order! We can assure you we're happy to answer any questions as efficiently as possible via email and want to confirm the best contact is ******************************* That said, a member of our concierge team has followed up via email to assist.

Thuma is a scam. Their customer service is terrible. There is no way to contact them except via email which they appear to ignore. Thuma charges prior to shipping and completely fails to meet their delivery commitment of 1-3 weeks. I placed my order on May 18. I sent 3 emails on June 2nd, 5th and 6th requesting an order status update. They finally responded on June 6th stating they responded to my previous emails and don't understand why I did not receive their response. Interesting since I must have received 20+ sales promo emails over the same period to the same email address? They provided a tracking number which linked to their third-party fulfillment company. There has been no change in the status since June 6th, "In Transit". Today I asked them to cancel my order and immediately refund the total charge. I also initiated a complaint with PayPal. STAY AWAY - this company is not running its business faithfully and may be committing fraud by charging in full with no expectation of meeting their commitments.

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 in full!