Mills & Thomas Furniture — Local services in Swansboro

Failure to stand behind their product. When you buy local, there is an inherent expectation that the customer service will be spectacular. One would think that owners are keenly aware that their reputation is on the line.

Not so with Mills & Thomas Furniture in Swansboro, NC. My husband and I purchased over $14,000 worth of new furniture for a new home we were having built. We purchased two end tables, a matching coffee table, a dining table that seats 10, and the ten chairs.

Because our home was not finished, we took possession of the end tables and coffee table immediately but kept the dining set at the store for delivery at a later date.

Within less than a month of owning the tables, we noticed the finish was peeling. Since it is only the two of us in the home, we knew it wasn’t because of abuse. We went back to Mills & Thomas Furniture expecting they would stand behind their product and make a refund, or replacement. Instead they offered a marker to cover the areas. The marker didn’t match the original stain. We refused to use it as it would only look worse. We were stuck with brand new furniture with obvious flaws.

Our experience left us wary of taking possession of the dining table and chairs. What if they were the same poor quality? If Mills & Thomas did not stand behind their end tables, they could not be trusted to stand behind their larger, more expensive pieces.

Based on this, we tried to cancel our order. They refused twice. On our third visit, they stated they would try and resell our set. If it sold, they would refund us. It has now been several months of waiting for them to sell the furniture. We still don’t have a refund and have not taken possession of the furniture.

Mills & Thomas have had full payment for over ten months, as well of having the table and chairs sitting on their showroom floor. Basically, they’re thieves. They took our money, have the furniture, but refuse to refund the sale.

Do not buy anything from Mills & Thomas! They cannot...

20 yrs ago we purchased a leather sofa, chair & a half w/ matching Ottoman. A solid coffee table w/ center inlay of woven dark wood shadow box covered by beveled glass has not 1 scratch a tech. 2 side chairs have matching backs of woven dark wood but solid arms & backs have kept sturdy & fabric seats have not faded or show signs of wear. Love the same bolster fabric pillows for back support. Kids, pets, hard working hubby &no sign of needing replacement.2 side chairs w/same woven wood as coffee table have sturdy arms back & legs w/no sign of wear, not even the fabric fade.Coffee table of sturdy heavy Walnut has an inlay of same woven of wood as side chairs for shadow box,beveled glass w/not 1 scratch & 2 storage drawers are remarkable! Last piece, my fave is a small side square"phone table" w/top & a bottom shelf same woven wood as coffee table inlay & side chairs but top is raised solid wood as a frame to hold a lamp & accessories on. Chose all matching woods myself even though they have an inside interior designer. I purchased extra fabric for side chairs knowing fabric would wear, but it hasn't & made a custom bedspread with it. When spending money for high quality it's worth every penny. Time to visit Mills & Thomas just for updating moving current furniture upstairs to game room. You can't go wrong with Mills & Thomas. My Mom bought 2 living room sets for our beach cottage today May 30, 2020 from where?...

If I could give less than 1 star I would. After the owner's son (claiming he was taking over the business) told us how much they pride themselves on customer service and how they were the #1 Stressless dealer in North Carolina, we put a $5,000 deposit on a furniture group and were promised delivery in five weeks. Seven weeks later (December 13th) WE called THEM and were told it wasn't in yet, but would be delivered by Christmas (that's 10 weeks not five) and that they would "do something" to make it up to us.

December 22nd I send an e-mail because we still have no furniture. Miracle of miracles "it will be delivered tomorrow" (12/23). They charged my credit cad for the balance of the order on 12/23, THEN told us they weren't sure if it would be delivered. This is excellent customer service?! Seriously?! I have had better service at a bargain furniture outlet!

ANY retailer should treat their customers with some basic level of respect; this place sells high-end furniture and can't even call to update customers on delays, promises to "do something" about the delay and doesn't follow through, then LIES about delivery.

Go ANYWHERE else, you will be...