Thomasville of Maple Grove

Order date: March 29, 2015
Delivery date: August 7, 2015
Order custom or standard: Standard (bedroom furniture)
The sales experience, particularly with the sales associates/​manager at Thomasville (Maple Grove, MN) was at times painful and exhausting. When we purchased the furniture the manager was quick to point out that it was in stock and would likely ship by the end of the following month. When we didn’t hear from the store the next month we contacted them and the new sales associate who was assigned to our order. At that time we were told that the furniture was actually on backorder and would not be available until late June.
We were contacted by the sales associate in late June; she left a message that our furniture was ready and was expected to be shipped from the central warehouse in early July. By July 19, I hadn’t heard anything, so I contacted the store to find out where the furniture was and was put on with the manager. She explained that it wasn’t on backorder, they actually had an issue with the pieces being shipped in April; the finish was coming off (comforting…). She also assured me it would ship out from their central warehouse that week and should be delivered to me by the end of the month… meaning it didn’t ship at the beginning of July as previously communicated.
On July 31 I called once again to find out where the furniture was. This time I talked with the sales associated who gleefully exclaimed «oh great news, it looks like your furniture is in our warehouse locally!» and then followed up with «I just need your credit card for the balance due.» I get it, they want their money… but some coaching on how to deal with customers who feel like they’ve been «taken for a ride» would serve this person well. After a missed called from the delivery contractor on a Friday afternoon, I was finally able to schedule delivery the following Tuesday for August 7, 2015 (yes it took 5 days to get a hold of the delivery company after their first call).
Wish I could say the story ended there, but the delivery folks forgot their tools so I ended up putting the new bed together myself.
Don’t let this post scare you off from the furniture itself; it’s beautiful, seems to be high quality, and should last a long time (assuming the finish doesn’t come off…), but I would suggest a different store that values both customer experience and satisfaction.

Very friendly and helpful staff. I was greeted and was asked if I had any questions or needed help finding anything in particular. I responded saying I was just checking out the place and was seeing what they had available. Then I was given some space, which I personally appreciate. The staff wasn’t pushy nor did they hover above me. As far as the furniture, they have a very wide selection. A lot of high-​end items with build quality that’s designed to last. However, there were very few items within my price range. As a new homeowner, I’m on a tight budget and this place just isn’t for me. You get what you pay for though. The chairs, tables, couches, etc. all looked great and you could tell they were solid. I would recommend Thomasville if you’re looking for quality furniture that looks elegant and will likely last decades.