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This company offers the manufacturing and sales of teak patio furniture, all weather wicker patio furniture and game tables.
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This business is not BBB accredited.
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Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Factors that raised the rating for Thos Baker LLC include:
- Length of time business has been operating
- Complaint volume filed with BBB for business of this size
- Response to 2 complaint(s) filed against business
- Resolution of complaint(s) filed against business
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||1|
|Total Closed Complaints||2|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||1|
Type of Entity
Limited Liability Company (LLC)
Business ManagementMr. Matt Wehrle, Manager Mr. John Baker, Member
Furniture - Outdoor Furniture - Retail Furniture Designers & Custom Builders Furniture Manufacturers Furniture Manufacturers Equipment & Supplies Furniture Pads
Alternate Business NamesSeven Game Tables
Customer Review Rating plus BBB Rating Summary
BBB Customer Review Rating plus BBB Rating Overview
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Additional Phone Numbers
- (877) 855-1901(Phone)
Additional Email Addresses
Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
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BBB Letter Grade Scale
Star Rating scale
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Read Complaint Details
Complaint: I called Thos. Baker asking how I might purchase a replacement bolt for my Thos Baker chair - two and a half weeks before I hosted a garden party at my home. They promised to send it to me immediately. Well it never arrived. I called them several times to follow up and then when they admitted it was never sent they promised to send it overnight delivery. When I called to confirm that it would arrive in time for the party, it was clear they forgot...again. I asked them to send it ***** and that I would pay for it. They told me it would be done and they would call back to confirm. They never called...and the bolt never arrived. If they had told me they could not send it, I could've had time to buy another chair or a replacement bolt (which they did not respond when I repeatedly asked for the dimensions).
Desired Settlement: Monetary - to pay for the chair since my party was ruined due to their negligence.
Business Response: Initial Business Response /* (1000, 5, 2014/09/08) */ This was certainly an unfortunate incident as our employees did search hard (but certainly not timely enough) for a replacement bolt for a 9 year old chair for this customer. We have sent replacement parts at our expense and are hopeful that this will rectify the specific issue with this chair. Clearly we should have simply stated from the beginning that we didn't have replacement parts for that discontinued chair. The COO personally called the customer and apologized for the miscommunication and tardiness of the delivery of the replacement bolt. He has also offered a significant discount on a future purchase should the customer be willing to afford us the opportunity to serve her again. A great customer with an unfortunate series of miscommunications that we would love to have an opportunity to serve at another time in the future. Initial Consumer Rebuttal /* (2000, 7, 2014/09/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am satisfied with Thos. Baker's response and would like to withdraw my complaint. Thank you BBB!
Problems with Product/Service
Read Complaint Details
Complaint: Name: ****** ****** Email: *****@aol.com Business Name: Address: *** ****** rd Zip/Postal Code: XXXXX Subject: BBB - Complaint Question **Please Include Business Name** Comment: THOS. ****** LLC This company Thos.BakerLLC for outdoor furniture etc. has the worst customer service!!!!!!! good luck if they happen to tell you something will fit and it doesn't... the worst part is that they just started carring the product that does and I was told that the product I ordered 5 months ago would fit ? NOT.....they won't take it back or except the price differrence...... What happened to good cust. service? it went in the tanker !!!!!!!!!!!!!!
Business Response: Business' Initial Response /* (1000, 7, 2013/04/10) */ Contact Name and Title: ****** ****** Associate Contact Phone: XXXXXXXXXX Contact Email: *****@thosbaker.com Ms. ****** placed an order with us on September 5th 2012 for a market umbrella cover measuring 24x24x75h. She maintains she spoke with a thos ****** representative when placing the order and indicated she wanted a cover for her cantilevered umbrella. She was unable to provide the size of the umbrella she owned. At that time we did not carry a cantilevered umbrella. The only cover we offered at that time was the market umbrella cover measuring 24x24x75h so, an order was placed for that item and shipped out a in mid September last year. She was advised of our 30 day return policy at that time. She phoned us in early April 2013 ( 8 months later) after receiving our new 2013 catalog which now features a cantilevered umbrella cover as a new item this season . She demanded that we send her the cantilevered umbrella cover free of charge because the cover she previously purchased never fit properly. Again she was advised of our 30 day return policy which states that if you are dissatisfied with your purchase for any reason, you may return it in the original packaging within 30 days of receipt. We will refund the full purchase price less shipping expenses and a restocking fee (if applicable), or offer an exchange upon return. Ms. ****** reiterated that we should still send out the newly offered cantilevered umbrella cover at no charge as a customer service good-will gesture. She was offered free shipping on a new cover order but, maintained she was entitled to a new cover free of charge. She subsequently posted complaints on our facebook page and to the better business bureau regarding our service. She has since been offered a free cover once she indicates this problem has been resolved. Consumer's Final Response /* (-5, 6, 2013/04/09) */ Good Morning, Ref#XX-XXXXXXXX-XXXXXXXX-X-XXX Case # XXXXXXXX /Thos .****** The issue has been resolved, They have rectified the situation. Please remove this complaint ASAP Thank you for your time . ******