Thomasville of Bellevue at Lincoln Square

I bought a Media Easel for my Smart TV and the Salesperson was very nice/​thorough and warned me that it may take up to 10 weeks, which it did, but it arrives with missing stain where the TV would be and the dowels and the wood, where we moved the wood brackets up and down, was unstained and raw wood. I called and let them know and it took them 9 days to respond which, by then, I had purchased the stain, a drop cloth, a paint brush and sandpaper to do it myself. When I sent an email on the 9^th day, the Salesperson must have forwarded it to a manager who then called me on the 10^th day. She said they had «already ordered another one» and she was sorry for the delayed response and it was likely that they could «pick it up and return the unit to the store and repair it there and then return it back to me» but I had already put it together, added the TV and moved it upstairs in my 17^th floor condo – so neither of these ideas made sense to me. When I suggested they repay me the $ 28.09 for the supplies, the manager said, «well, we won’t be reimbursing you for this receipt». So, I will pay for the supplies and absorb the labor/​do the repair but I’ll NEVER shop there again and I’ll NEVER recommend them to anyone again.

TOTALLY SHADY! Received a flyer in the mail on a «private sale» they are having. «MUST BRING IN THIS POSTCARD FOR ADMISSION…». There was 1 salesman working along with perhaps a manager or owner. Had to circle the whole store to find help. No one was checking anything. I showed them the card but it was clear that it made ZERO difference in the prices being offered. We love the furniture we got there on sale before but won’t do business there again.

I’ve had two experiences with this store in a 5 month span. One was fairly easy and positive. However, when I opted to use the designer for some additional bedroom furniture, the saga began. She picked out some great pieces, and I ordered what I liked, within budget. She said she would contact me in one to two weeks to update me on the order status. She never did. I had to send two emails, almost six weeks later, to get a response. I was then contacted to set up delivery. This could be the worst part. They took my money, and no showed on me not once, but twice! And of course, no one ever answers the phone at the distribution center. I’ve had to take time off work, which is difficult to schedule, only to wait for people to not show, with no contact. I will never shop with them again, and plan to also file a complaint with BBB.

It’s too bad those two had a bad experience. Mine, so far, has been great. They were having a clearance sale but didn’t have what I wanted. They ordered it for me for the sale price anyway. If the service was always bad they would be out of business. I think those two were an unusual exception and I’m sure their situation is a result of the manufacturer and not the retailer. The brothers that own the store are awesome to work with.

Ordered furniture last Fall and again in January. Still waited until mid summer for some things to arrive. They sent 2 shipments back for damage and it takes weeks if not months for replacements. I am still waiitng for a replacement table.
They will offer you a free designer consultation but beleive me… once they sell you the furniture, there is no follow up for mishaps on the sales end at all. They do not readily return calls nor do they have any interest in the status of your order. If I were to order furniture again [which I will need to do for another home] I would not use Thomasville again mainly for the poor designer and sales customer service.
The only good part of the whole company is the woman who works at the delivery warehouse [Emmie]
She is the only one who responds to messages and makes sure that the quality of the furniture is what it’s supposed to be. She really is an asset to the name «Thomasville» They are fortunate to have her. It’s just too bad the sales end is so horrible as described in all the reviews here: I can personally attest that they are not exaggerated but in my experience… true

I have two experiences with them. I ordered bad last year, it took 2 – 3 weeks late. One part was broken, I have to wait for few weeks longer and made three visits in store before they ship part. This year I thought to order curtance, made appointment, person visit house made measment promise send drawings in two weeks. After 5 weeks I visit store to remind about me, they just forgot, nothing done, sent me after that drawing for different house and only for one floor in the house. I am done. I will not come back to this store.

I wish I could give it zero stars. Just moved into our home 6 weeks ago. Stopped by this store while kids played in the arcade (don’t worry they are old enough to be left unattended).
We needed a small couch for a room in our home. My husband and I both fell in love with a sweet number that had a low (ish) back and plush cushions. Perfect color too. It was a decent price — unexpected being that it was Thomasville and my experience with Thomasville in the past (different locations) was that it was all heavily over priced but this couch seemed reasonable.
Once we agreed on the couch I returned to the arcade while hubby finished transaction. I was not there to look over ‘contract’. My husband returned from the purchase and told me it would be 8 weeks. Really 8 weeks — thats crazy but what ever, its a great couch.
Meanwhile — in the 5.5 weeks since the purchase we stumbled upon a better couch for less money. Not thinking it would be a problem to cancel the couch — Ive never heard of not being able to cancel a purchase before it was delivered — and having heard nothing from the company in the 5.5 weeks since we ordered — I didn’t thin it would be an issue.
I called and left a message that I needed to cancel.
The owner called me back. He was not a nice person. He was raising his voice and speaking to me in a very rude manner. I asked him to stop yelling at me and he insisted he wasn’t yelling but speaking loudly because of music in the background. I explained I didn’t mean he was raising his voice but rather speaking rudely. He did apologize but his exact words were «sorry you feel that way» — that is not an apology and I explained how it wasn’t an apology and that set him off further. He was so rude that I eventually told him he was being an ass. That is not typical of me but honest to goodness he was likely the rudest man Ive ever spoken to. He is also the owner.
I should explain that the couch we ordered is apparently special order — meaning we were able to choose the color and style — only we didn’t choose anything we went with what was on the floor — not realizing it was special order. We believed the long delay in receiving the furniture was due to back order — the special order was not explained to me or my husband at the time we purchased the couch.
Had the owner been kind and apologetic when he returned my call regarding canceling the couch I would have accepted it as ‘lesson learned’ on my part. However — it was completely unacceptable how the owner spoke to me from the moment I answered my phone and continued to speak to me very unprofessionally throughout the entire conversation even after I asked him to stop being rude.
Also — it should be noted that he did say he would have been willing to try to cancel the order if the couch wasn’t already in the warehouse. To which I asked why I wasn’t called when it got to the warehouse to schedule delivery. He didn’t know — he also didn’t know how long it has been in the warehouse. Had the store/​warehouse been in contact with me as promised over the last 5.5 weeks I would have not purchased a different couch because I would have known that the Thomasville couch was available.
I also wish I had checked Unilocal prior to purchasing from this store because I would have known ahead of time about the poor customer service and unprofessionalism.
Buyer beware with this store — not all Thomasville stores are alike — I do believe they are individually owned. If you really want Thomasville furniture find a different store not owned by this owner (he may own two stores).
Our couch that is no longer needed or wanted is supposed to be delivered this Thursday. I pray I won’t have the lack of quality issues others have shared. I’ll update my review to include product quality after we receive our couch.

Certainly has some beautiful furniture… my review is based entirely on the customer service experience. When I entered into a mostly empty store last Friday late-​afternoon, a nice young lady said hello. The was the only time anyone spoke to us. I realize it is a busy mall with probably alot of «lookers», but don’t make up your mind that I was one of them when actually in the market for a couple of nice book cases and living room chairs. No worries… other stores in Bellevue were able to take care of business. So tired of sales people just milling around and talking with each other,

If I could give them 0 stars, I would. My friend and I came here a while ago to look at furniture for a possible upcoming apartment, but the lady rudely interrupted our conversation and said «this isn’t a playground» and told us to leave. So rude!

We received outstanding service and very helpful professional assistance in picking out styles and fabric for our recent purchase of two fabric chairs and couch. The designer spent many hours with us, with no time pressure, on several visits to make sure we got it right. Service was prompt, we received regular updates on the status of the order and timely delivery. Overall this was one of the best experiences we have had with a furniture purchase. I recommend this store highly. And the design options and quality I feel are much better than the other national chains out there.

I ordered a custom fabric chair. It took many weeks to make and then came with the wrong trim on the pillows! The wrong nail head size, (they tried to blame this on my «misunderstanding» The manager later told me only «some chairs come with those options» –being told before ordering it would have been helpful! I used to work in the furniture industry with antiques) plus the leg in not attached all the way on the Ottoman! Can’t reach the warehouse! for delivery, Oh the guys. won’t pick up the phone at the warehouse.” Can «You» send us the photos etc., etc. Way to many excuses– not a trained sales staff. Buy somewhere else!

Do not ever. .. I repeat EVER. .. shop at or buy from this store. They are SO unprofessional. They LIE. I ordered a sofa and picked out fabric, told it would be ready in 4 to 6 weeks AT THE MOST and was told that we’d receive a call EVERY week updating us on the status of the sofa. We got ONE phone call and then didn’t hear from anyone for a month. So I called them — and they said they couldn’t help me bc no manager was in so I’d have to wait til he was — took 3 days, he called me back, long story short it’s been 10 weeks, I still have no sofa, I had to order different fabric and almost ALL The fabrics were on backorder until AT LEAST AUGUST, I had already ordered a rug — it doesn’t match new sofa upsholstry (IF I EVER GET IT!!!) so have to send it back. Have a chair now that doesn’t match, have to re-​do the entire room bc of them and they are SO SO SO SO UNAPOLOGETIC. Never ever again. Horrible terrible no good very bad business. The management is RUDE and arrogant. I can’t say enough bad things about this place. I will never buy Thomasville again, which is a shame because it used to be a great brand. Not anymore.

It was a pleasure inviting Ashley Hutchinson of Thomasville in Bellevue, WA into our home. Her friendliness and enthusiasm put us at ease. This wasn’t our first time asking for help from a designer. We weren’t sure what to expect since our last experience in Illinois with an Ethan Allen designer wasn’t desirable. My husband was really worried that he would not like what Ashley might suggest, especially concerning costly items. We were both more than pleased with the outcome! Ashley made the whole process fun, and we ended up with a design that we love. She really listened to our preferences and put together a design board that really tells a story about us. Within the hours we worked together at the show room, we discussed lighting, paint colors, flooring, furniture, wall coverings, furniture placement, etc. When my husband came home he was pleasantly surprised and liked all the ideas Ashley had left with us. We have begun the process of bringing all the design ideas together and I am really excited to see the final outcome. Ashley seriously has the patience of the late Mother Teresa and has been very helpful with numerous questions I have had after our initial meeting. She has given me many great tips and never makes me feel awkward about my ideas. I really appreciate her professionalism and look forward to further working with her as we progress in our renovations. Thanks, Ashley!
As far as Thomasville in Bellevue, WA, from the time I phoned to inquire about their promotion, the staff’s commitment to customer service was clearly evident. They took the time to explain their products and how they were able to provide such a competitive price on high quality furniture. There was never a feeling of pressure to make a purchase as they wanted us to be sure about our decision. As Todd Baker, Ashley’s project manager, put it, «We don’t want to pressure you, this purchase is a huge investment, and we want you to be confident about your decision.» Hearing that was like music to my ears! The entire Thomasville staff is extremely professional and attentive. I wish every establishment had such dedication to great customer service! We are extremely happy with our purchases, the experience, and we love our designer, Ashley Hutchinson!

We ordered a bed frame from Thomasville the last week of December. We were told the fabric was in stock and it should only take 5 – 6 weeks for us to get it. Three weeks later we we received an email confirming the beds manufacture date, which was the end of February. The employees were not helpful or nice when we said that we didn’t want to wait until the middle of March to receive our bed. They essentially told us we were out of luck because it was a custom order, which all of their orders are.

Such great people. Helpful, insightful, and a pleasure to work with. I’ve purchase an entire office set from Thomasville. Beautiful, arrived on time. No problems or hassles whatsoever. Then, more recently, we ordered a dining table, and a smaller table for the kitchen nook. The staff that helped us choose the right designs was excellent and we’re really looking forward to the arrival of those items. I can’t recommend them enough. Good people, great product, can’t be beat.

See review date 7÷9÷12. If you note that we are 5 weeks later and we have received NO furniture or even an update! They still have our money. CUSTOMER SERVICE DOES NOT EXIST! More updates to come

Great furniture, but I am completely turned off by the customer service. As soon as someone helps you, they become the ONLY person that can help you throughout the entire process. We had major issues with items being discontinued, other items being on back order, then shipping some items with the wrong amount, etc., etc. I wasn’t too annoyed by this, as I know it happens and it wasn’t a big deal. What bothered me, were the rude tones I received from some of the ladies that I «forced» to help me when my sales person was out. One lady told me that my items may be at the store… and then I asked if there was a way to find out, she said it would be in the back storage area… I asked if she could check and I had to continue to push and probe until she finally said she’d check and let me know. A different person on a separate call said she did not have the answer I was looking for (which I completely understand) but when I asked if she could have someone call me back tomorrow to provide me and answer or update, she said she will try, but it would be bets if I just called back tomorrow. Really?! There is no system in place to make sure a customer gets a call back?

I Thought I would post an update because the saga continues. I may have to partially take back my quality furniture remarks from my previous review. After getting the couch home we noticed that the two outside front legs didn’t touch the ground. Being unfamiliar with this type of «high-​end custom furniture» I thought I would give it a little time to loosen up. No such luck. Not only did it not fix itself, because all the weight of the couch was focused on the front middle leg it did some major denting to our new wood floor. I stopped by the store and they had the service center call me. The woman on the phone was helpful, I sent pictures and after receiving them she acknowledged that something was wrong and she scheduled their folks to come out to take a look. This is where the fun begins.
The service guy arrived and from the moment he entered my house took an aggressive stance looking for some fault on my part. He kept insisting that it was because the floors were not level. He was adamant. I just completed a major remodel of that part of the house and had hardwood professionally installed. The floors are level. Regardless of that fact, if the floor not level if you moved the couch around the room the leg issue would have changed with a changing floor height. The front middle leg was the only one touching the floor regardless of placement or angle in the room. After continuing to insist it was the floors, he finally measured the legs of the couch and found that the middle leg was indeed longer than the other two. He tried to fix it by leaving the metal foot off the middle leg which only fixed one leg — we still had one leg not touching the ground. Considering the cost of the couch, that was unacceptable. He took pictures of the issues and the damage to the floor and said I should get a call next week.
The folks of Thomasville need to rethink their customer service strategy. My perception is that it was this service persons intent to find fault before investigating a possible quality issue with their product, and to be so assertive that I would just give in. This is completely unacceptable. I can understand that there are times when the customer is at fault but they should investigate first and discuss (not accuse) later.
I guess they figure that the region has a large enough population that they don’t have to worry about repeat business in order to make their sales goals.
We’ll see how they resolve this.