Thuma Reviews 55

Bed frame was ok, (not as precisely built as they represent,still functional) but service was terrible, unless you want to be helped by "Priscilla the chatbot." Seriously, that's as far as I could get in seeking service.

Delivery was missing multiple items. Emailed them and haven’t heard anything. It’s been days and I’m left with a partial bed frame sitting on the floor in my bedroom.
EDIT:
Remaining pieces were delivered after some delay which was blamed on FedEx. Overall minimal scuffs/nicks. Without a phone number to call the waiting on customer service email responses left a bit to be desired but the order was fulfilled.

This experience has just left me frustrated. The shipper botched the delivery. First they explained the shipping date couldn’t be moved and the shipment would be drop shipped at our house. So i said fine and made arrangements to be home. I get notifications from the shipper to call them and they stated that the date has been changed without even notifying me. Said they didn't have my information to reach out to me. So now we are moving tomorrow and wont have the pieces we had ordered. Ok fine not a problem, reach out to Thuma and no response, no number just a lousy email and the hope they get back to me at some point. No way to fix or correct the issue. So the 6k I spend can get charged back and cancel the remainder of our order. What a terrible experience all around. This company shouldn’t be in business.

Bought a $1500 bed frame. It arrived with a few damaged pieces. They sent replacement pieces, which were also damaged, and all different stain colors. Customer service went from responding multiple times per day to not responding for 5 days in a row. I just disputed the charge on my card and told them to issue me a refund and come get the garbage they sold me.

Thuma is not what you think. Their website looks beautiful, presenting them as a sustainable brand with excellent customer service, but that’s misleading.

I ordered the Classic Dog Bed Frame on December 26th, expecting it to ship in five days. After three weeks and multiple inquiries, I was told it was on backorder. Seven weeks later, I finally received it, but the frame was of terrible quality. The wood was damaged and falling apart, with the outer layer flaking and pieces peeling off.

I refused to keep a product sold as top-quality when it was clearly damaged. Each time I contacted customer service, I got a different representative who didn’t know my situation, making me start over.

Initially, I considered keeping the wrong color they sent, but the poor quality was disappointing. Their solution? I had to return the product first, and it would take weeks for a refund. That’s not how a serious company operates.

I like their design concept, but don’t expect quality. I won’t order from Thuma again.

For anyone considering Thuma, remember: not everything that glitters is gold. I wish Trustpilot allowed me to upload pictures as proof of the product’s quality so you can see I’m not lying. This is just another internet company that doesn’t deliver on its promises.

Thuma presents itself as a sustainable, long-term furniture brand, which is why this experience was so frustrating. I bought a Pillowboard Cover that was advertised as compatible with their Pillowboards, only to be told after checkout that it wouldn’t work because of a design change. The suggested fix was to buy a new Pillowboard that costs more than three times the price of the cover. Requiring customers to replace major pieces instead of supporting existing products really undermines the sustainability message. Based on this experience, I would not recommend the company.

I've ordered multiple items from Thuma, and every single order has included at least one damaged piece. At this point, it's clearly a quality control problem, not bad luck.
What's worse is how customer service handles it. They act like offering a replacement is some generous favor, as if I should be grateful they're sending me the undamaged product I already paid for. This isn't a courtesy, it's the bare minimum when you ship broken furniture.
For a brand that positions itself as premium and charges accordingly, the pattern is unacceptable. You're paying top dollar for products that arrive damaged and then dealing with a customer service team that treats basic order fulfillment like they're doing you a favor.
If you're considering Thuma, be prepared for damaged items and a frustrating resolution process. There are other furniture brands that actually deliver what you pay for the first time.

We bought a Thuma frame back in mid 2022 while doing a renovation. Took an old bed frame apart to move for vinyl flooring install and decided to get rid of it as it wasnt holding up.

Ordered one to time arrive with the project finishing.

If youre reading these because youre on the fence or considering, be aware of the fact that the boxes arrive in lengthy, and heavy boxes so getting them up to the bedroom was a task in itself. It is what it is, less parts mean more solid. And it is.

Next up: assembly. It was a very humid week when the boxes arrived and soon found out that two corners wouldn't slide together as easy as they should have [Ill attribute it to the small tolerance manufacturing, which again is a good thing. If you run into the same problem, 8 lb rubber mallet did the trick without marring the wood.

Years later we love the frame. We returned to the site more recently because we have the padded backboard, which was showing signs of wear that began to get worse with time. Was ready to order a new one

I believe we paid in the range of 75.00 a few years ago only to find out, theyve increased the padded headboard price by at least 6 to 8 times the original pricing??

Talked with customer service to only be offered a 10 or 15% discount...no thanks.

Its a shame. Really. To buy and need parts and they went full on price gouge mode.

The bed frame is solid as all hell. The company as a whole, welp...not so much. So now we will deal with the one that needs to be replaced until we find something that will fit in its place...just won't be through Thuma.

So just keep it mind, that post sale, they might jack the prices on part or worn cushions.

Not thrilled.

Thuma should be named Trauma instead. We ordered the nested drawer set and it came with damaged and dinged drawers.
Paying over 2500 dollars you expect a flawless piece. After multiple emails and back and forth they dispatched the replacements and FedEx managed to misplace it at some other address. Guess what? Thuma customer service asked me to go checking my neighbours porches and garage areas to see if FedEx delivered it there. Am I supposed to go snoop around my neighbourhood and see where my package is if they screwed up?
They agreed to dispatch another set to correct their lapse and went back and forth on the emails which went no where. We finally grew tired and were sure that we were being taken for a ride by the company and that no replacement will be sent, based on the attitude and communication responses from them.
Buying furniture from any establishment apart from them would be a better choice. The wood quality is sub par, for that price you would get a beautiful teak wood sofa or bed set.
Do not buy from them and waste your money, it’s just not worth it.

My review is a little overdue, it seems from other reviews things may have changed recently, so take this with a grain of salt.

That said, my experience with Thuma has been nothing short of amazing. I bought their queen sized bedframe in 2022 and I still love it. I remember the purchasing and financing process having been easy.

Assembling the bed is super easy - I moved this year and had to take it apart and reassemble it, and that was one of the easiest parts of moving, save for when I thought I lost one of the screws, haha.

The product is great quality. The wood is sturdy, everything is nicely made - it's genuinely the sort of thing you expect to last you a lifetime.

I have had other (Cheap, crappy) bedframes not last even three full years, and it's been more than 3 years with virtually no signs of even wear and tear. I hope I'm right and that this will be the last bedframe I have to buy if I don't ever want a different size bed. I definitely recommend them.

LOVE my bedframe, however, I bought it in 2022. I got the original bed with the Pillowboard. SUPER easy and quick to assemble, heavy, good quality wood. I’ll be taking this with me wherever I move. It makes no noise and is a perfect fit for me.

This all being said, I have heard that the quality has gone down. That, and the Pillowboard has changed in size. I am in the market to get a new cover for my Pillowboard and was told the dimensions were changed, so there’s no real way to get a new one directly from the company, which is a shame.

Please don't go anywhere near this company. They proved impossible for me to contact to ask a simple question. Three failed attempts. I had a multiple of products ready to order. i wanted to ask a simple question.You have to book an appointment a day at least ahead for that and then they failed to call me.Imagine trying to contact them for warranty reasons.

This is my second time purchasing bedroom dressers from Thuma. My second purchase was a complete mess!

I purchased the White Glove Delivery Service ($400)
and they sent the wrong size truck?

When I complained about the service - they ask me if I wanted a refund?

Stay away - customer service is lacking!

My recent experience with Thuma has been nothing short of a disaster. After receiving a damaged bed frame, I initiated a lengthy back-and-forth with their customer support—56 messages in total—all in search of a reasonable resolution for the issues I encountered.

Despite my previous loyalty to the brand, I was met with unwavering rigidity from the support team.If you buy from Thuma, be prepared for a frustrating journey through inflexible policies and lackluster support.

I was interested in buying a sofa and looking for additional information before I started the buying process. It began with a phone call, but this is not an option. Next as they suggested, I emailed my questions. After three days I finally heard back, but not after I had constantly check in. Their response to my questions were not answered. Instead, someone parroted back the information from the description on their website. I inquired further, no response.

Ok, so what if I purchase a sofa and I have a "real" issue. I can't contact them via phone. They don't respond in a timely manner via email, and the information isn't relavant.

RED FLAG! I own a service business and would never treat my potential clients in such a way. Communication is EVERYTHING.

I read some of the negative reviews, they look justified. Look elsewear. This is a both a company and brand that doesn't deserve your business.

We had a fantastic experience with Thuma. The bed was incredibly easy to assemble—solid, sturdy, and beautifully simple in design. We purchased it on a Saturday at the Soho store, and by Tuesday it was already delivered to our home, free of charge and faster than we imagined.
A special thanks to Miranda, who was wonderful throughout the process—helpful, kind, and professional. We truly love our new bed and could not be happier with the quality and look.
We also highly recommend stopping by their in-store coffee shop, which has become one of our favorite spots to visit.
All in all, Thuma exceeded our expectations. Highly recommended!

Terrible customer service. Product was not as described and then was damaged. Company was nearly impossible to reach and then was not helpful.

Well, we saw the same reviews and marketing as you did, liked what we saw & read (on the Thuma site), so went ahead and spent $2400+ on a Cal King bed from Thuma. Unfortunately, after unboxing it all and putting it together (tightening the screws, following instructions, etc.), we found ourselves owning an incredibly wobbly bed. Disappointing doesn’t even begin to describe what we feel, in addition to feeling “duped.” I cannot wait to return what has became one of our worst decisions when it comes to furniture for our new place. Do NOT trust Thuma, who has great marketing, terrible products, and very poor customer service.

Our expensive new Thuma bed frame arrived with two of its pieces broken, only detectable during assembly— which meant I either had to quickly / temporarily repair the broken pieces or take it all apart and reconstruct our old bed frame. If we wanted to sleep on a bed that night.

I sent photos and a video to Thuma customer care and all they could offer was replacement pieces, another 5 days out. I asked for consideration re the extra work I had to put in to accommodate the quality control issue, and Thuma said “not our policy” and “I think we’re misunderstanding each other” and finally didn’t reply.

The replacement parts arrived today. Thanks, Thuma. I bet a courtesy 10% off or gift card or some token of consideration would go a long way to making your customers happy.

If I could give negative stars I would! They LOST the bed. I paid extra for white glove service and wanted expedited shipping. They don’t have a human you can physically speak with. They don’t have a human you can chat with. They have email only! These emails always say the same thing. They call it concierge, but that’s a fancy word. I believe this company is a hand full of people that only send you messages to pacify. Period! Case in point; rep send me a message, ‘thank you for your patience, but you must wait at least 2 weeks.’ It’s been well over 2 weeks at that time. I say this to only show that they’re not there to help. They’re a glorified answering service (by email). The bed never showed and I demanded my money back or AMEX will be informed. They finally refunded. I don’t do many reviews, but I had to tell my story. Don’t use these people! Super Bowl commercials or not.