Thornhill Furniture — Local services in Smyrna

I was reluctant to give this review as a repeat customer. My first interaction was positive and smooth. There are so many positive reviews hopefully my issue is isolated.

It is nearing 2 months and I still have not received my bar stools. When I ordered my stools I was told delivery would be 2 weeks. I truly do understand supply chain issues but what I can’t understand is poor customer service. I left several voicemails and spoke to the owner who assured me he would call. That has been weeks ago and still no response. I went in to request a refund since absolutely no one can tell me when the stools will arrive. Only to be told the owner is the only one that can issue refunds. I provided my payment properly and it should not take jumping through hoops to get a refund since no one can seem to follow up with me. Again, I truly hope this is isolated event since I am a repeat customer.

Update: Still no response to my request for a refund. This is truly bad customer service. My money is being held hostage with no idea of when I will receive the bar stools. Radio silence! I would not recommend anyone use this company.

Update 2: There is something that can be done. I would like a refund for the bar stools. As I stated above I do truly understand supply chain issues. What was not addressed is the lack of customer service of people returning my phone calls and being transparent. I have been more than understanding. Also, what is not being addressed is that I was told my bar stools would be in, in 2 weeks and I'm working on 2 months now. I found similar if not the exact same bar stools and they were delivered to me within 10 business days.

Update 3- Filed a BBB complaint. I literally can not get anyone’s assistance nor answer the phone. The voice mail is full. At this point you are holding my money hostage with no product that was promised to me in 2 weeks from the date of purchase 8/24/2022. I also disputed my charge with my credit card company. Since the company refused to contact me as they said they would. Be sure you know the delivery details before using...

Worst mistake ever. Firstly when we tried to buy the couch we did not want the ottoman that came with it because it didn’t match or make sense. So first it was agreed to, then Louis came out of left field and told us we have to pay 250 for the ottoman we didn’t even want, so naturally we said no thanks and decided to go elsewhere, but then we were asked what it would take for us to buy the couch and we came to an agreement that we won’t pay or take the ottoman. Cool, but then Louis again said the the only way we could have the couch is to pay 250 for a “protection” plan. Slightly annoyed, wife and I talked it over and this was the couch we’ve been looking for. So we said okay. Then when it came to the application process WE ONLY FILLED OUT OUR INFORMATION Louis then proceeded to get LOANS out for us for the full price for the couch even though we paid half up front. Left us with no paperwork and no information on the extra THOUSAND DOLLARS WE WOULD BE PAYING ON A $1200 couch. Half up front, then WE were not allowed to load our own couch on our own trailer with them saying “We have to make sure it is secured and nothing will fall out.” We’ll guess what it wasn’t secured and stuff fell out, we recover 1 pillow and cushion without the cover. (Because they plastic wrapped it with extremely cheap wrap.) we have been back and forth SINCE MAY now October 24-2020 trying to get a new cushion cover and they either dodge us or never call back. SINCE MAY THERE IS NEVER A MANAGER THERE!?!?? We live and hour and a half away soon can’t just drive to location. So now we are stuck with a couch without a couch cushion cover (that we can’t even sell) and an extra $1000 to pay on a $700 loan. $2400 and the worst Furniture store and customer service experience I...

It's the customer service for me! I was acknowledged within seconds after crossing the threshold and formerly greeted (by Billy) with a handshake. Not sure if this was the case, but Billy appeared to be assisting another employee who in turn appeared to be assisting a customer (not certain)...all I know is that Billie got up from where he was seated to address my need. After telling him that I wasn't in the market for furniture and that I'd only dropped by hoping to acquire cardboard for a yard/gardening project, Billie...along with Mike (another store employee who wanted me to make everyone aware that he's very handsome) spent the next 10-15 minutes providing me with way more cardboard than I expected and information (forthcoming) regarding two additional projects. Even though I wasn't there to buy furniture (migrating towards minimalism), I still took a moment to check out their selections and would like to highly suggest that you drop in for a look-see and perhaps a purchase if their inventory suits your needs. The type of customer service I received today at Thornhill Furniture should be common place but it isn't. So grateful for the reminder that it still exists in this little pocket of the world. Thanks Thornhill Furniture! It doesn't take much, but you made my day. May the Lord bless and keep you and yours according...