Thornton Furniture — Local services in Bowling Green

Beware of "Lifetime Warranty"

tl;dr: be sure you understand what the warranty does and does not cover. What we were told at the time of purchase was at best misleading and a worst a lie.

Full explanation: My wife and I purchased a La-z-boy recliner with electric mechanism on 10-03-2018. We justified the expense because she was pregnant at the time and I figured it would be a useful feature when trying to rock our newborn to sleep (get up without the jolt of a handle mechanism). The store and staff are nice with a large selection and we had a good purchase experience.

Before purchasing, I was worried about the potential for fragile, expensive parts of the electric drive breaking and the saleswoman encouraged us that the mechanisms were well-built and reliable - even if there was a problem the "Lifetime Warranty" would take care of it.

Within 2 years a plastic toggle/clevis/mount part has split and the foot cannot be raised.

I contacted Thornton on 10-09-2020. The response from Thornton's service department: "...la-z-boy will charge a $25 plus tax handling fee on the part that is ordered. Unfortunately the issue with your chair is major and the entire chair would have to be un-assembled and then re-assembled. With that being said labor to fix that part would be $160 plus tax." (And that I would have to bring the recliner to them to avoid a pickup/delivery fee).

The part is poorly designed, which is why you can find metal replacements all over eBay.

So, what the saleswoman assured us would not be an issue was an issue, and the Lifetime warranty which would handle it is essentially a promise to supply a

Thornton Furniture has been fabulous over the years. We always enjoy shopping there and explaining our needs and looking at solutions for those needs. I can say that I have never had a situation that we could not find a solution. I have also had a manufacturing issue on a few occasions and Thornton Funiture has always been responsive. They are over the top with customer service. Thank you Thornton Furniture for your great service and for standing behind your products. Thank you also for finding solutions for our needs to meet the needs of our home. I appreciate the knowledgeable recommendations.

10/8/2022-Thornton Furniture did an outstanding job again today! We needed a loveseat with specific dimensions, removable cushions, special arms, and long seating for a special purpose. We visited Thornton's Furniture Gallery and outlined my family’s needs/desires. We explained the specific parameters and the purpose of the purchase. They were extremely helpful and perused the gallery for the perfect choice. We were recommended a Centurion loveseat. Then came the explanation of where this special furniture was going to be placed in our home. We explained the furniture needed to be placed in a difficult spot. They sent three staff to make certain they could meet the need at the delivery. My family was shopping for the perfect furniture and found the perfect company, sales/delivery staff, and loveseat. I am again very satisfied with the outstanding service, careful delivery staff, and recommendations from the Thornton's and their business. Thank you for another incredible experience at...

Be sure to read the fine print!!! We ordered furniture in October of 2020 and were told it would be here by February 2021. Towards the end of February 2021 we called to check on the status of our order and were told that it’s on a truck. Great we thought. However 2 weeks later still no furniture and never a call from Thornton’s. So I called back (in March of 2021 now) and was told by Ben Thornton that he had no idea where our furniture was nor when we would receive it. He then proceeded to tell me how awful Lazy Boys customer service is and how they receive no updates on orders they place. Had we known that, we never would have ordered. When I asked if we had still not received our order by the end of March if they would kindly refund our 50% deposit, Mr. Thornton unequivocally said No! I asked why no one had bothered to call us to inform us our order was running late, he said they didn’t have anything to tell us. Even Amazon has the decency to apologize to us when our packages are running late - and offer a refund if it is extremely late I might add. In the end, he just said, “I’ve got nothing for you.” That sums up our experience at Thornton Furniture. Save yourself a lot of time, money and frustration and...