Norwalk Custom Order Furniture Reviews (%countItem)
Norwalk Custom Order Furniture Rating
Address: 4314 Milan Rd, Sandusky, Ohio, United States, 44870-5897
Phone: |
Show more...
|
Fax: |
+1 (419) 663-0021 +1 (419) 668-6223 |
Web: |
|
Add contact information for Norwalk Custom Order Furniture
Add new contacts
Paid for sofa $3408.00 damaged during delivery on 7-5-18. Picked up for repair on 8-29-18. Still waiting for repaired sofa to be delivered to home.
Sofa paid in full $3408.00 6/17/18, delivered 7-5-18 & Lodeso Delivery damaged back leg & hardwood floor while bringing into home. Picked up by Lodeso on 8-29-18 for return to factory for repair of leg. Numerous correspondence with Harbor Town Furniture, St. Joseph, MI, Norwalk Furniture, Norwalk, OH and still waiting for delivery of repaired sofa & reimbursement for floor repair.
Repair of existing new sofa or replacement in a timely manner. Reimbursement of floor repair charges. Compensation for 4 months of not having the new, paid for sofa.
We received a call from the Revdex.com (***) today asking for an update on this case.
We as a manufacturer do not communicate directly with the Consumer. They purchased the furniture from a retail furniture store. The Consumer requested that the same 3rd party "White Glove " delivery service not be involved with the re delivery. A second White Glove company had to be obtained , which also did the repair on the replacement legs that we sent them. They received them on Sept.20th. The repairs are complete as we understand. The White glove delivery company will be receiving an additional chair this week that was discounted for their trouble. They will be contacting the Consumer to set up delivery of both pieces as soon as they receive the new chair and inspect it. There has been no hold up on our end.
Please understand that we do not own the trucking firm. They are strictly a third party.
Feel free to contact me for any questions. The contact list can be changed at your discretion to show me as the initial contact from this day forward. Thank you, *** (Service and Warranty Manager. (***)
(The consumer indicated he/she DID NOT accept the response from the business.)
I need timely delivery. The couch was paid for on 6/17/18 aND delivered on 7-5-18 and damage was noted at DELIVERY. This has dragged on and on. Norwalk or Harbortown Furniture needs to track and expedite redelivery and not HOPE the delivery company will "get it done".
MORE INFORMATION FROM CONSUMER
Sofa & pillows were delivered on 10/16/18 but sofa legs are scratched & chipped. Sofa fabric is stained in numerous areas; pictures were taken by both me and delivering personnel. (Marred legs and dirty fabric was not noticed until delivery driver unwrapped plastic from sofa). I did take delivery since I need a couch to sit on!
After speaking & him viewing cell phone pictures, *** of Norwalk, has agreed to ship a new couch to me. Factoring in manufacturing & delivery there is a 45 day turn-around. I am happy with this solution and will report back once new sofa has been received.
Norwalk sofa arrived defective, after nearly one year and many, many, many tries to work with Norwalk, the problem is not resolved.
9-7-16 Ordered sofa, 10-14-2016 sofa delivered and additional sofa section ordered, 11-17-16 additional section received. 12-13-16 Flawless Furniture (Norwalk sofa purchased through Flawless) and Norwalk representative came by to take pictures of defective sofa. 3-17-17 replacement cushions arrived and were defective as well, one of which was worse than the original. 3-28-17 stopped by Flawless to see if Norwalk has responded to any attempts of communication. After more months of trying to get the Norwalk representatives, through Flawless to respond, on 5-18-2017 the Norwalk representative (***) came by again to look at defective sofa. Norwalk representative said the sofa would need to be shipped back to Norwalk to be corrected and estimated a 30 day turn around time. We reluctantly agreed to these terms but were not given ANY other options by Norwalk. 6-29-17 Norwalk had Flawless to pickup the sofa and send it back to Norwalk. After having the sofa at the warehouse for 30 days+/- I sent an email wanting to know when the sofa would be returned. I received an email from Norwalk stating that they needed another cushion from the sofa that was at Flawless and would not be arranged to be picked up and sent to Norwalk until 8-2-17. The sofa cushion has arrived and Norwalk indicates they have repaired the tufting/welting issues. There were dye lot issues between the original sofa and additional pieces/cushions made. Everyone, meaning Flawless, the Norwalk rep, the Flawless delivery guys, agreed that the dye lots did not match up. This is a white/cream colored sofa sectional and the newer section looked "whiter" making the original sections look "dingy or dirty". The tufting/welting was pulled so that the seams at the corners/edges were pulled an inch or more all the way around, which was very visibly prominent. Additionally, the chaise
sofa cushion was "bunched up" looking under the fabric and could not be adjusted due to the way the tufting is sewn completely through the cushion. The third major problem is the main sofa cushion breaks down on the front, making it look like someone has sat on the edge of that sofa cushion for countless hours. I had requested this to be corrected as the other two cushions did not look like this, or wear like that.
Norwalk continues to want to make small corrections, but not completely address all issues. I have been without a sofa in my home for 7 weeks now and have no resolution or time frame presented to me. I custom ordered a new sofa, not a repair job with mismatched cushions and defects.
The dates above merely represent the highlights of the dates, it does not reflect the countless emails, texts, visits and phone calls to make the dates above actually take place.
The issues involve defective products, lack of communication and poor customer service. At present, Norwalk maintains possession of the sofa.
I would like the new sofa that I originally ordered to be made for us. If not, we want a full refund as this has been completely unreasonable.
We are a manufacturing facility and do not deal directly with consumers. Mr. ordered his furniture thru Flawless Furniture, which is our customer and we have been working with them to resolve this issue. The original complaint requested replacement cushions, which we sent them promptly. The consumer was not happy with the replacement cushions and requested additional cushions. In an effort to remedy the issue completely, we picked the sectional up and brought it back to our manufacturing facility for a complete evaluation. We have completed the remake of all the sofa cushions with matching dye lot and the sofa will be shipping out next week. We have been in communication with our customer, Flawless Furniture with this information.
(The consumer indicated he/she ACCEPTED the response from the business.)
After filing the Revdex.com complaint, Norwalk offered two options
1) Acceptance of the sofa/sectional based on the photos they provided via email. If accepted and shipped back to us no refunds or further action would be granted in the future.
2) Reject the repaired sofa/sectional at this time for a full refund.
The sofa/sectional cushions had been repaired previously and looked great as presented in the warehouse but did not look good once it was in our home. Not sure what the difference could be, but all agreed it was not right once it was in our home.
We truly wanted the sofa. I requested further information from them regarding the long sofa cushion and whether it would be defective again from collapsing on the front after a couple of months use (making it look like very old worn down sofa). They responded that they remade the cushion new again, but that it was the same construction as the previous time, so no additional support or changes had been made to ensure that the long cushion wouldn't do this again within a couple of month of very light use.
With this in mind, we couldn't accept the sofa and opted for the full refund. The Colton Sofa Sectional is defective in design due to the length of the cushions without adequate support in the middle. Additionally, the tufted cushions caused the welting to pull inward creating a wavy look which is undesirable.
Unfortunately, after one year's time, we are now looking for a replacement sofa from a different company. Our refund should be delivered tomorrow, at this point in time the refund has not been completed.