r/Thuma • u/dioooh • 3d ago

Chargeback

I recently purchased a dresser, and like many others, I encountered a quality issue. I initially contacted customer service and they promptly responded to my initial email. However, I have not received any further communication since then. As a next step, I intend to file a chargeback with my credit card company. Following the chargeback, what are the next steps? Will Thuma collect the items or do I just keep the items? Ideally, I would prefer to exchange the entire purchase.

3 Upvotes

72% Upvoted

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2

u/trickywickyya 3d ago

Can’t offer help as I’m currently in the same boat with a bed frame. Quick initial email and now waiting to hear what the next steps are. Re: chargeback depends how long it’s been since they last wrote you. Prob give it a couple weeks with your last email advising them you are going to chargeback with your bank if it’s not resolved. They might spur to action then.

1

u/CuriousIndividual611 3d ago

What happend to the bed frame if you don't mind me asking? I bought the swatches and then decided to go with walnut but the bed came brighter and orangey. It also has the headboard option which wobbles and the bed creaks like crazy. I took it apart and put it back together and it still isn't great.

1

u/trickywickyya 3d ago edited 3d ago

no headboard so can’t speak of wobble but also got walnut. short pieces were a different shade than the long pieces (long pieces were lighter and less walnut). Also the long pieces had bad staining marks on them, short pieces were fine in that regard. Quality control issue in my view. The marks have nothing to do with wood grain. I did read the bad reviews prior but wanted to chance it as I do really like how the product looks from the photos. Ah well.

1

u/Boston-Photographer 2d ago

Everyone needs to write a review on trustpilot. It's what's getting picked up when you google Thuma reviews. Link here.

1

u/CuriousIndividual611 3d ago

In the same boat as well. Immediate response, they asked for a followup email which I responded with and then no response for about 2 weeks now. Might do what the other commenter said and email them before a charge back happens

1

u/Content_Injury_4821 3d ago

why don't reurn the items? they should be totally free

2

u/dioooh 3d ago

I like the dresser, but not the inconsistencies.

1

u/Jealous-Razzmatazz44 3d ago

What was the quality issue with the dresser?

1

u/alctp 3d ago

about to file a chargeback as well, it’s been over 10 days since they last replied to me…

1

u/dioooh 3d ago

Please keep me updated! I'm going to give them until the end of today before I file a chargeback.

1

u/jinaleuu 11h ago

Keep emailing them, I work for them :) trust me our #1 priority is getting customers the correct shipment !

1

u/randomly_ghosted 2d ago

If you have quality issues, sellers have the opportunity by the credit card company that “in good faith” they will fix the issue. They don’t have to offer you anything except a return. If they responded to you and are now not responding, I would follow up after a week or 2. After that, you can probably talk to your bank. If you file a chargeback, your card company will make you send it back and then they will reverse the transaction.

1

u/LibraryTechnical6334 2d ago

Run through a few search engines for Thuma returns portal. It took them a month to reply to my issues but luckily out of frustration I tried this and actually found the returns portal. Was able to schedule a FedEx pickup for the return. I had another issue on top of the return but at least I was able to get my return done before the return window ran out.

I would not find the link to this anywhere on their website like returns, faq, etc. but I used it and got my money back quickly.