KI Automotive

We've tried our best to address their concerns with their sectionalWe offered to pick up their sectional with a full refund in January and they wanted us to try and address ONE of their concernsWe did fix the issue and the client signed that she accepted itA week later they called and had the same concern plus many more concerns which in our opinion are not defects or service issuesThe reason for this is that our floor display has the same characteristics as the one in their homeTheir standards of performance of the product and how it should look can not be metWe have invited them to visit our store to look at the floor model to see this and to see how to maintain their sectional but they have not done soNow they are demanding a complete refund of their money and return the sectionalI told them we would do that with a 30% restocking charge which they don't want to doOn top of that they have made numerous bad reviews and posts to our Facebook page.I would consider lowering the restock charge to $to cover the expense we've incurred, the diminished value of the product being in their home for months and additional expense we will incur picking up and returning the product BUT they would have to remove all of their reviews and sign an agreement that they will not harass Norwood Furniture again in any manner.Thank you,Todd B [redacted]

I spoke to *** *** in January and he and I did set a date for us to pick up the sectional and refund their moneyHe then called back a few hours later and asked us to try and fix the one issue they were unhappy withI agreed to try and fix itI personally went to the home to view the service techs and the repairWhen they were finished Candy *** signed the service order stating she accepted this as a completed service and she was fine with itA week later they called stating the issue came back and that they were not happy with numerous other things with the sectionalWe reviewed the pictures they sent us and determined these issues they were having were just how the product is tailored, they are not defectsWe invited them to the store to see the exact model they have so we could show them how to maintain their sectional and that the issues they don't like are represented on our showroom model which they viewed when they purchased the sectionalThey still have not come by the store to see this and try to work this out. Bottom line is we have tried to satisfy the client but we cannot fix any of the issues they are concerned aboutThat's the way the product is made.They have had the use of the product for over four months so we feel a restocking charge is reasonable because the product is not defective and the resale value is now greatly diminished.$restock is what we can do and the removal of the harassing reviews that their two sons did.We feel that's fair.Thank you,Todd B***

1st they never reached out or offered to us to have the sectional returned in JanWhat they offered & what we asked, was to have a 3rd party service repair person sent by Norwood to repair the sectionalI signed a document saying that they came to the house for the service call to repairThis is clearly twisting of the words by the ownerThe couch was defected before they came & even afterEven if it was fixed on that day it does have the ability to go back to its defected stateYes, we did call a week later specifying there was defects in the piece & other piecesWe did that, to advise to them which they kept on forgetting there were other issues than just the one they kept on "trying" to attend to which they failed at miserablyOnce again our sectional is a custom piece, it is not to be compared to the sectional on the floorI have pictures of the sectional from their floor & the floor model is very different than our sectionalClearly, perfection & satisfaction is not what Norwood's aboutThey only see it from their side not the customerAll they care about is money in their pocketThere is no reason for us to go down to the store if nothing is wrong, but there is something wrong, which the owner even stated on his visitIt's funny that when you use your 1st Amendment rights of Freedom of Speech about the dissatisfaction of the sectional piece on Facebook gets a response w/ less than hours w/ the complaint to the Revdex.comTypically, our avgresponse back from Norwood always was of us calling them to distinguish what's the decisionThey NEVER would reach out we always had to press the factAlso it was always over the phone not in writingWe simply want this sectional to be taken back with a full cash refundThey see one side and thats all! This needs to be resolvedYou stated it in this response about having it taken in Janfull refund, not in person or in writing to us, so if you can do that in Jan you can do it now

We've tried our best to address their concerns with their sectional. We offered to pick up their sectional with a full refund in January 2016 and they wanted us to try and address ONE of their concerns. We did fix the issue and the client signed that she accepted it. A week later they called and had...

the same concern plus many more concerns which in our opinion are not defects or service issues. The reason for this is that our floor display has the same characteristics as the one in their home. Their standards of performance of the product and how it should look can not be met. We have invited them to visit our store to look at the floor model to see this and to see how to maintain their sectional but they have not done so. Now they are demanding a complete refund of their money and return the sectional. I told them we would do that with a 30% restocking charge which they don't want to do. On top of that they have made numerous bad reviews and posts to our Facebook page.I would consider lowering the restock charge to $700.00 to cover the expense we've incurred, the diminished value of the product being in their home for 4 months and additional expense we will incur picking up and returning the product BUT they would have to remove all of their reviews and sign an agreement that they will not harass Norwood Furniture again in any manner.Thank you,Todd B[redacted]